Pacific Gas & Electric Company

Initial Business Response /* (1000, 7, 2015/07/16) */
Resolution:
* In accordance with Gas Schedule G1, the [redacted] has a winter gas allotment of 1.79 therms and a summer allotment of 0.65 therms
[redacted] view the applicable tariff at http://www.pge.com/tariffs/tm2/pdf/GAS_SCHEDS_G-1.pdf
*...

[redacted]'s usage increased from 60 therms for service from 4/1/15 - 5/1/15 up to 70 therms for service from 5/1/15 - 6/2/15
* Service from 5/1/15 - 6/2/15 is considered summer usage which is allotted at 0.65 therms per day (instead of the winter 1.79 therms per day for the prior month); [redacted] used 70 therms of gas during this period, which contributed to increase over baseline charges
* The change in the seasonal baseline allotment and the increase in the gas usage caused the increase in the [redacted]'s gas charges
* The [redacted] is billed based on daily gas reads provided by the gas SmartMeter; [redacted] has been billed accurately and in accordance with the approved CPUC Rule 9
* There are many variables that can cause an increase in energy consumption and consequently the dollar amount of your bill. Variables can include such things as weather conditions, number of days in the billing period, malfunctioning appliances, and water leaks that cause a water heater or domestic well pump to run continuously
* Based on the weather comparison of May 2014 to May 2015, Pacifica had an average of 3 heating days in 2014 versus an average of 6 heating days, which may account for increased gas usage in 2015 versus 2014
[redacted] made three attempts to contact the [redacted] to discuss; [redacted] has the [redacted] direct contact number

* On [redacted], the CPUC issued its Final Decision on PG&E's SmartMeter Opt-out Proposal * The CPUC decision authorized the choice of analog meters to residential customers who do not want SmartMeters for any reason* The CPUC has set an initial setup charge, as well as a monthly charge, to...

participate in the SmartMeter Opt-out program * The up-front charge  is $** for non-CARE/FERA customers or $** for CARE/FERA customers* The monthly charge is $** for non-CARE/FERA customers or $* for CARE/FERA customers (customer will only be charged for 36 consecutive month)* The CPUC has deemed the SmartMeter Opt-out charges be treated as energy charges, in accordance with the CPUC approved Electric Schedule E-SOP and the Gas Schedule G-SOP (http://www.pge.com/tariffs/tm2/pdf/ELEC_SCHEDS_E-SOP.pdf & http://www.pge.com/tariffs/tm2/pdf/GAS_SCHEDS_G-SOP.pdf)*  All SmartMeter Opt-out charges will be subject to the terms and conditions for rendering and payment of bills

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Account number[redacted]. I had disputed a charge in collections with you, I believe it is a bill the landlord should have paid because I had moved out long before the bill. However, although I thought it was resolved, it is being reported as in collections again on my credit report. I have spoken with your customer service hotline but have not been able to make a payment on this account. Please allow me to pay you directly and remove this account from collections. The amount is listed as: $[redacted] Please note, I am not taking ownership of this bill but I would like to pay it so it is no longer a problem for me. Please allow me to make payment of $[redacted] for account [redacted] online or by phone.

Complaint: [redacted]I am rejecting this response...

because:The oil spewed all over our property , While PGandE,is trying to cover the costs of the damage to our property, we Have an enviromental cleaning company, coming to inspect our property, to make sure the oil is not pcb, which was banned and was supposed to have been replaced years ago, Before we are satisfied with anything, we want our property safe.We also want to know when this huge transformer will be removed from the entrance to our home.We also want our irreplacable JUlia Morgan 1920's Gate cleaned.To replace that Gate would be well over 30,000.However it is one of a kind.We were told to get an estimate on cleaning it.I also want to know the damage the oil can cause to animals in our yard.and the wild birds that we feed .This is about alot more than money.Again this transformer blew a year ago, due to lightening.I want to know if PCB was the oil in it at that time, why wasn it completely replaced? Why, for no reason did it just explode.? Again, I want it removed from us.PG and E is accepting the cost to clean our gate, if it can be cleaned.Once Our gate is restored, and I know that transformer is moved, and their is not a environmental danger to our family or our animals, I will be satisfied.We have not received any money as of today, to just get started on replacing our items.Nor, have we had any agreement on the cost of our 20 foot, solid iron, intricate Julia Morgan Gate.Sincerely,[redacted]

Good evening, The agreement made between the business and I was not fulfilled on their end. I have emailed their customer service team after follow up by phone. Sincerely, [redacted] Sent from my iPhone

Response:
* The customer may contact Customer Service at 1800- 743-5000 to obtain their 11 digit account number

Resolution:
* Customer Relations confirmed that as of [redacted], the phone number listed in the customer's complaint cannot be found in our system
* The customer should no longer receive calls from PG&E; if the customer is receiveing calls on a different number, then that number will need to...

be provided, so we can confirm its removal

Complaint: [redacted]I am rejecting this response because: The meter, as I mentioned before, only documents one week while the following week, after the meter was removed had power outage a couple times so attaching a meter doesn't prove anything. As for the neighbors responding to any outage proves nothing, especially when they aren't home and there isn't any equipment on, like audio/video systems. PG&E didn't bother to mention that the tech. person who checked out my system said it was due to power surge and he has seen it many times in this area. PG&E didn't take the tech.'s info even though the man owns his own business for over 20 years and said it was definitely a power surge. So PG&E used a meter for one week to base their decision while totally ignoring the tech. professional. And finally, over the past number of months there has been at least 5 power outages, with two being from 2 hours to 7 hours.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: of Erica not calling me back this week to address my concerns as she stated she would Sincerely,[redacted]

I am not making enough money. Part of the check I receive is taken out at no choice of my own

* Customer Relations made 2 attempts to contact the customer on 10/31/** and provided a direct contact number
* Customer Relations apologized for the late return call as I was out of the office
* Customer Relations is happy to discuss the details with the customer if further clarification is needed

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, Thank you so very much, I have been trying for months. [redacted]

Resolution:* Customer Relations made multiple attempts to contact [redacted] by phone and left multiple messages
* [redacted] received benefit of service (Rule 3) at the address in question; Adult individuals that receive benefit of service are jointly and severally financially...

responsible* Unable to contact letter sent to [redacted] with contact information if he chooses to follow up

* 10/14/**: Customer Relations spoke to customer and she advised that she believes she was overcharged during a SmartRate event because she was not notified* Customer Relations advised that we provided an adjustment of -$[redacted] for the overcharge, which reflected on the customer's 7/28/** statement;...

Customer Relations apologized if she was not advised of the adjustment* Customer is also concerned about the online usage display for usage from 9/27/** to current; customer has not been billed yet for usage from 9/27/** to current, so no billing error has occurred* PG&E advised that the coloring of the usage bar graph does not correspond to the tier charges* Customer received a SmartRate participation credit of approximately 2 cents per kWh up to 9/30/**, which brought down the customer’s average cost for service (except for the Smartday usage)* Customer's baseline rate is approximately 12 cents per kwh and dark orange graph corresponds to the 12 - 13 cent range and the over baseline usage rate is approximately 15 cents per kwh* The customer’s current graph appears different from last month due to the SmartRate program; participation credits ended as of 9/30, so usage from 9/27/** is displayed at the lower cost and the usage after is listed at the normal 12 cent cost

Final Consumer Response /* (2000, 6, 2016/01/06) */
[redacted] called from PG&E and resolved this issue. She set up a payment plan. The matter should now be closed.

Initial Business Response /* (1000, 5, 2015/06/02) */
Resolution:
* In accordance with Rule 6, PG&E performed a credit check to determine if the deposit can be waived; PG&E is unable to waive the deposit based on the credit check data or lack thereof
* The deposit request is based on the Telecom,...

Energy, & Cable score determined by Experian, which may be different from the [redacted]'s credit score
[redacted] was billed a deposit of $118 which is twice the average bill (last 12 months) at the premise, in accordance with the CPUC approved Rule 7
* PG&E responded to the [redacted]'s email regarding the deposit dispute on 5/16/15 and advised of our right to charge a deposit; PG&E also provided the non-cash options such as the Automatic Payment Service (APS) and a Bill Guarantor
[redacted]'s deposit is held on his PG&E account and will be applied to the [redacted]'s account after 12 months of timely payment (no more than two 48 hour notices and no service interruptions); deposit may be held indefinitely if the account does not meet the timely payment requirement
[redacted]'s deposit may also be refunded if he enrolls in either of the non-cash options (APS or Bill Guarantor)
[redacted] made three attempts to contact the [redacted] and sent an unable to contact letter on 6/2/15; [redacted] may contact PG&E for more details regarding the non-cash options or related deposit questions
* Provided the Revdex.com with the company's position and closed the complaint

* On 6/19/**, PG&E confirmed that the electric meters are switched * Customer Relations spoke to the customer on 7/5/** and advise that we have submitted a request to correct the Switched Meter billing issue* Customer stated that she is satisfied with the resolution and will look for the...

adjusted bill; customer is aware that the charges will be higher as she was previously billed for the pump instead of the house usage

Resolution:* The customer made an online payment on 9/1/[redacted] Customer has been enrolled in [redacted]'s Automatic Payment Service (APS) since 12/26/[redacted] which automatically deducted the customer's total balance on 9/14/[redacted] The overpayment was due to the customer's online payment made on 9/1/[redacted] Customer...

has been making duplicate online payments since June 20[redacted] The customer is enrolled in APS and the monthly payments are automatically deducted* If the customer prefers to make online monthly payments, then he will need to cancel the APS; customer may contact Customer Service at 1800-743-5000 to cancel APS* Customer Relations made multiple attempts to contact the customer (9/26/** & 9/29/**)* Customer Relations also returned the customer's call twice on 10/3/** and the line was answered, but no one spoke; unable to leave a message* Customer may contact Customer Relations to discuss further if needed

Resolution:
* Customer Relations spoke to the customer and confirmed that closing the Revdex.com case does not mean that their claim has been closed
* Customer Relations advised that we will continue to work on claim request; the details have been sent to claims for resolution
* Customer will continue to work with the claims department until items have been resolved