PG&E Reviews and Complaints About Bills, Outages and Customer Service

PG&E reviews and complaints often focus on high or inconsistent gas and electric bills, rate changes, payment processing, online account problems, power outages, restoration estimates, Public Safety Power Shutoffs, tree trimming, property work, solar billing and difficulty reaching the correct customer-service department. Other customers describe professional field technicians, helpful payment support, prompt gas-safety service or effective outage repairs.

Pacific Gas and Electric Company is a combined electric and natural-gas utility serving more than 16 million people across approximately 70,000 square miles in Northern and Central California. PG&E reports approximately 5.6 million electric-distribution customers and 4.6 million natural-gas-distribution customers.

Utility complaints can involve urgent safety concerns, approaching payment or disconnection deadlines, medical needs, extended outages and disputed property damage. This guide explains PG&E contact routes, recurring review themes, bill and payment issues, outage programs, gas safety, solar billing and the process for escalating an unresolved complaint.

PG&E Company and Contact Information

• Utility: Pacific Gas and Electric Company
• Common Name: PG&E
• Parent Company: PG&E Corporation
• Stock Symbol: PCG on the New York Stock Exchange
• Industry: Electric and natural-gas utility
• Service Area: Northern and Central California
• Population Served: More than 16 million people, according to PG&E
• Electric-Distribution Customers: Approximately 5.6 million
• Natural-Gas-Distribution Customers: Approximately 4.6 million
• Headquarters: 300 Lakeside Drive, Suite 210, Oakland, CA 94612
• Residential Customer Support: 1-877-660-6789
• Spanish Customer Support: 1-800-660-6789
• Residential Support Hours: Monday through Friday, 7 a.m. to 7 p.m.; Saturday, 8 a.m. to 5 p.m.
• Gas Leak or Downed-Line Emergency: Call 911, then 1-800-743-5000
• Power-Outage Information: 1-800-743-5002
• Solar Customer Support: 1-877-743-4112
• Business Customer Support: 1-800-468-4743
• Agricultural Customer Support: 1-877-311-3276
• Building and Renovation Support: 1-877-743-7782
• PG&E Corporation General Information: 415-973-1000
• California Relay Service: 711
• Official Website: PG&E.com
• Official Contact Page: PG&E customer support
• Emergency Information: Report a PG&E emergency
• Report an Outage: PG&E outage reporting
• Outage Map: PG&E outage map
• Billing Information: Understand a PG&E bill
• Payment Options: Ways to pay a PG&E bill
• Payment Plans and Extensions: PG&E payment arrangements
• Financial Assistance: PG&E assistance programs
• Start, Stop or Transfer Service: PG&E service changes
• Building and Renovation: PG&E construction service
• Submit a Claim: PG&E claims
• Report a Non-Emergency Issue: Report a PG&E concern

Telephone numbers, hours, programs, rate plans and account procedures can change. Verify the current information on PG&E’s official website or a recent bill before sending payments, account records, medical information or claim documents.

PG&E, PG&E Corporation and Other Providers

PG&E Corporation and Pacific Gas and Electric Company

PG&E Corporation is the publicly traded holding company. Pacific Gas and Electric Company is the regulated utility that provides electric and natural-gas service. Residential bills, outages, gas emergencies, meter concerns and service requests normally belong with Pacific Gas and Electric Company rather than the corporation’s investor or shareholder departments.

Community Choice Aggregators

Many customers in PG&E’s service territory receive electricity generation from a Community Choice Aggregator, commonly called a CCA. In those areas, the CCA purchases or generates electricity while PG&E continues to deliver it through its electric system.

PG&E generally remains responsible for:

• Electric transmission and distribution
• Poles, wires and other delivery equipment
• Meter reading
• Consolidated billing
• Power outages and restoration
• Electric emergencies

The CCA generally handles questions about its generation rates, generation choices, enrollment and opt-out policies. A bill containing both PG&E and CCA charges is not automatically a duplicate bill.

Solar Installers and Financing Companies

PG&E handles utility interconnection, the electric meter, approved rate plans, exported-energy credits and the utility statement. An independent solar installer remains responsible for matters such as system design, equipment, workmanship, permits and promises made in its sales agreement.

A separate lender, lease company or power-purchase-agreement provider may control solar financing, monthly payments, liens and contract cancellation. Identify the responsible party before directing every solar complaint to PG&E.

PG&E Contractors

Tree trimming, excavation, meter work, gas-line replacement and construction may be performed by contractors. Record the contractor’s name, vehicle information, work-order number and date, but report concerns through PG&E when the work was ordered or managed by the utility.

Public PG&E Review Snapshot

When this article was prepared in September 2026, the new Zero Stars PG&E listing had no published customer reviews. A displayed score of 0 from 0 reviews means no rating history had been established. It does not mean customers collectively gave PG&E a neutral rating.

The Pacific Gas and Electric Trustpilot profile displayed a score of 1.5 out of 5 from 70 reviews. Trustpilot showed 79% of those reviews at one star. It also stated that the profile had no history of asking customers for reviews and warned that the sample might not be representative.

The ConsumerAffairs PG&E profile displayed a score of 1.6 out of 5 from 246 reviews when checked on September 3, 2026. ConsumerAffairs showed 73% of the reviews at one star and identified billing, rates, price, customer service, staff and timeliness among frequently mentioned subjects.

The Better Business Bureau profile for Pacific Gas and Electric Company showed that the business was not BBB Accredited and had a D- BBB rating. The BBB attributed the rating to failure to respond to 269 complaints and stated that its complaint review was completed in January 2026.

These ratings should not be combined or averaged. Each platform has different review sources, moderation procedures, scoring methods and audiences. A BBB letter grade also measures different factors from a voluntary customer-review score.

Public reviews reflect the experiences, opinions and allegations of their authors. They do not establish that PG&E made an error in every case or that every customer, representative, contractor and service area provides the same experience.

What Customers Say They Like About PG&E

Professional Field Technicians

Some positive reviews praise individual technicians for being knowledgeable, respectful and clear about the work being performed. These comments include meter appointments, gas-safety visits, line work and service at a customer’s home.

Gas-Leak Checks and Pilot-Light Service

Some customers report positive experiences when PG&E responds to a suspected gas problem or schedules a pilot-light appointment. The company provides an official pilot-light appointment page for eligible service requests.

A pilot-light appointment is not the correct route for a suspected gas leak. Leave the area and use the emergency number when gas may be escaping.

Outage Restoration Crews

Some reviewers describe crews arriving quickly, communicating professionally or completing difficult repairs under challenging conditions. Restoration times can vary according to weather, access, equipment damage, wildfire conditions and the number of customers affected.

Helpful Payment Representatives

Some customers say representatives helped establish a payment arrangement, explained an assistance program or allowed additional time to resolve a past-due balance. Eligibility and available options depend on the account and current program rules.

Online Usage and Outage Tools

PG&E provides usage graphs, bill comparisons, outage reporting, outage maps, alerts and online account-management tools. These resources can help customers document changes in usage and follow an outage without repeatedly calling customer support.

Multiple Financial-Assistance Programs

PG&E publishes income-qualified discounts, payment arrangements, debt-forgiveness programs, one-time assistance and medical-support programs. These options may be useful when a customer applies before a disconnection deadline and confirms how the application affects the account.

Common PG&E Complaints

The following subjects appeared repeatedly in public PG&E reviews examined for this article. They summarize what reviewers allege and should not be interpreted as findings that every complaint is accurate or that PG&E caused every reported problem.

High or Inconsistent Gas and Electric Bills

Many PG&E complaints concern a bill that increased more than the customer expected. Reviewers may question rates, a Base Services Charge, time-of-use pricing, gas procurement costs, seasonal usage, estimated readings, a CCA charge or another adjustment.

A high dollar amount alone does not identify the reason for the change. A useful comparison includes electric kilowatt-hours, gas therms, billing days, average daily usage, rate-plan details and every non-usage charge.

Rate Changes and Fixed Charges

Some customers say their bills increased even though they believe their energy use remained similar. PG&E rates are regulated and can change after approval by the California Public Utilities Commission. A customer may also see a monthly Base Services Charge or other fixed charge that is not determined entirely by energy usage.

Ask PG&E to identify the customer’s rate plan, the effective date of the change and the specific tariff or bill item involved. Customers who receive a CARE, FERA or other discount should also verify whether the discount applies to the disputed charge.

Community Choice Aggregation Confusion

Some customers see separate PG&E and CCA entries and believe they have been charged twice for the same electricity. A consolidated bill may contain one section for electricity generation supplied by the CCA and another for delivery and other services provided by PG&E.

Questions about PG&E charges should go to PG&E. Questions about the CCA generation rate, product or enrollment should go to the named CCA.

Online Account and Website Problems

Public reviewers have reported login failures, verification-code problems, missing account information, trouble viewing a bill and difficulty completing online changes. Others say a website update created confusion about payment or autopay status.

Take screenshots of error messages without exposing the full account number. Record the date and browser used, and confirm important requests by telephone when a payment or service deadline is approaching.

Autopay and Payment-Processing Complaints

Some customers allege that an automatic payment did not process, processed later than expected or was associated with the wrong payment method. Others say a payment screen appeared to request another payment after the first transaction was submitted.

Before resubmitting a payment:

• Check the PG&E payment history
• Check the bank or card account
• Look for a confirmation email or number
• Determine whether the transaction is pending
• Contact PG&E when the result remains unclear

Submitting a second payment without checking can create a duplicate withdrawal.

Estimated Bills and Meter Concerns

Some reviewers report that a bill was estimated after a meter or communication problem. Others dispute whether the recorded usage accurately reflects conditions at the property.

Ask PG&E whether the bill used an actual or estimated reading, the dates affected and how any later correction will be calculated. Record the meter display when it is safe and lawful to do so, but do not open or interfere with utility equipment.

Difficulty Reaching a Representative

Reviewers sometimes describe long waits, automated menus, repeated transfers or different explanations from different representatives. Specialized issues involving solar, construction, claims, CCA billing or account access may require a department other than general residential support.

Maintain a contact log containing:

• The date and time of each contact
• The number or department used
• The representative’s name or identification
• The case or service-request number
• The explanation provided
• The promised response date

Payment Arrangements, Disconnection and Reconnection

Some of the most serious complaints concern a payment arrangement that allegedly failed, a disconnection notice, an assistance payment that had not posted or the amount required to restore service.

A pending customer-service complaint, assistance application or Zero Stars review does not automatically prevent disconnection. Contact PG&E before the deadline, ask what must be paid and obtain confirmation of any extension or arrangement.

Power Outages and Changing Restoration Estimates

Outage complaints frequently concern repeated interruptions, a restoration estimate that changed, limited information about the cause or an outage that lasted longer than expected.

Restoration estimates may change after crews inspect equipment, patrol a long power line, remove a hazard or discover additional damage. Record each estimate and the actual restoration time so a later complaint contains specific information.

PSPS and Wildfire-Safety Outages

Customers in high fire-risk areas sometimes complain about Public Safety Power Shutoffs or outages associated with Enhanced Powerline Safety Settings. These are different programs:

• Public Safety Power Shutoff: A planned temporary outage used during severe weather and elevated wildfire risk
• Enhanced Powerline Safety Settings: Sensitive settings that can shut off power quickly when equipment detects a possible hazard

PG&E says PSPS customers generally receive advance notifications when possible. EPSS outages can occur without advance notice because the protective equipment reacts quickly to a potential hazard.

Tree Trimming and Vegetation Work

Some reviewers report disputes over how trees were trimmed, whether advance notice was provided, debris cleanup, contractor conduct or access to private property. Others say vegetation near a line was not addressed quickly enough.

Do not personally trim branches near energized lines. Photograph the area before and after scheduled work when practical, identify the contractor and report non-emergency vegetation concerns through PG&E’s official issue-reporting route.

Excavation, Gas-Line and Property Work

Some complaints concern driveways, sidewalks, landscaping, fences or other property affected by gas-line replacement or utility construction. Customers may disagree about restoration quality, the original condition of the property or whether the work was an emergency.

Useful documentation includes dated photographs, notices, permits, contractor details, work-order numbers, repair estimates and written statements about who is responsible for permanent restoration.

Delayed Construction or Service Connections

Customers, builders and contractors sometimes report delays involving new service, panel upgrades, meter installation, inspections, engineering reviews or temporary power.

Keep the project number, plans, inspection approvals, payments, requested service date and all communications. Identify whether the delay belongs with PG&E, the local permitting authority, the customer’s electrician or another contractor.

Solar Interconnection and True-Up Complaints

Solar complaints may involve interconnection approval, permission to operate, meter changes, rate-plan enrollment, export credits, monthly bills or the annual True-Up statement.

Compare the solar installer’s production records with the PG&E meter and bill, but remember that system production and electricity exported to the grid are not necessarily the same measurement.

Claims and Property-Damage Decisions

Some reviewers attribute appliance damage, food loss, excavation damage, vegetation damage or another loss to PG&E or its contractor. A formal claim may require evidence connecting the loss to the reported event.

Posting a review does not create a claim. Customers seeking reimbursement should use the official PG&E claim process and preserve all supporting records.

What To Check When a PG&E Bill Is Higher Than Expected

1. Compare electric usage. Review current kilowatt-hour usage against the previous month and the same season in an earlier year.
2. Compare natural-gas usage. Review therm usage, particularly during colder months or after changes to heating, water heating or cooking.
3. Check the number of billing days. A longer billing period may produce a higher total even when daily usage is similar.
4. Calculate average daily usage. Divide total kWh or therms by the number of billing days.
5. Review time-of-use periods. Energy used during peak hours may cost more under a time-of-use rate plan.
6. Identify the rate plan. Confirm whether the account is on a standard, time-of-use, electric-vehicle, solar or another specialized rate.
7. Check the Base Services Charge. Separate fixed monthly charges from usage-based charges.
8. Look for CCA generation charges. Determine whether a Community Choice Aggregator supplies electricity generation.
9. Review the PCIA and other adjustments. Ask for an explanation of unfamiliar line items rather than assuming they are duplicate charges.
10. Check for estimated readings. Determine whether PG&E used actual or estimated meter information.
11. Compare weather and occupancy. Heating, air conditioning, guests, working from home or a previously vacant property can change usage.
12. Inspect major energy loads. HVAC equipment, electric water heaters, pool pumps, space heaters, dehumidifiers, EV charging and malfunctioning appliances can materially affect usage.
13. Review solar information separately. Compare imported energy, exported energy, accumulated credits and the True-Up period.
14. Check payment and account history. Look for a prior balance, missed payment, returned payment, deposit, late charge or optional service.
15. Verify assistance-program enrollment. Confirm whether CARE, FERA, Medical Baseline or another applicable program appears on the bill.
16. Request a written explanation. Ask PG&E to identify the exact usage, rate, meter reading or account event that produced the change.

PG&E and Community Choice Aggregation Charges

A Community Choice Aggregator purchases or generates electricity for participating communities. PG&E continues to deliver the electricity, maintain the grid, read the meter, issue a consolidated bill and respond to outages.

A CCA customer’s bill can therefore include:

• CCA Generation Charges: The cost of electricity supplied by the Community Choice Aggregator
• PG&E Delivery Charges: The cost of delivering electricity through PG&E’s system
• PG&E Gas Charges: Natural-gas service when the property also receives gas from PG&E
• Taxes, Fees and Adjustments: Other authorized bill items
• Power Charge Indifference Adjustment: A charge associated with certain generation commitments made before the customer moved to CCA service

PG&E says customers receive one consolidated statement and that it collects CCA payments on the CCA’s behalf.

For questions about PG&E charges on a CCA bill, PG&E lists 1-866-743-0335. Questions about the CCA’s generation charges should go to the CCA identified on the bill.

Before reporting duplicate billing:

1. Identify the PG&E delivery section.
2. Identify the CCA generation section.
3. Compare the billing dates in both sections.
4. Check whether the same usage appears for different purposes rather than being charged twice for generation.
5. Ask each provider to explain the line items it controls.

Official details are available through PG&E’s Community Choice Aggregation guide.

PG&E Payments, Extensions and Financial Assistance

Ways To Pay a PG&E Bill

PG&E offers payments through an online account, guest bill pay, autopay, telephone payment, mail and authorized neighborhood payment centers.

PG&E states that a one-time bank-account payment made while signed in is generally free of transaction fees. Card payments, guest payments and telephone-payment methods may involve a transaction fee. Read the payment screen before submitting the transaction.

The telephone payment number is 1-877-704-8470. Keep the payment confirmation, especially when a disconnection or service-restoration deadline is involved.

Autopay Problems

Confirm the payment account, scheduled date and maximum payment amount after enrolling in autopay. PG&E states that recurring payments may be canceled when a payment cannot be processed.

Enrollment in autopay is not proof that a particular bill was paid. Check both the PG&E account and the financial account after each important payment.

Payment Plans

A PG&E payment plan divides an existing balance into smaller payments. The customer may still need to pay current monthly charges in addition to the arrangement amount.

Before accepting a payment plan, confirm:

• The amount due immediately
• The monthly arrangement amount
• The regular bill that remains due
• Each payment date
• What causes the arrangement to default
• Whether a missed payment could result in disconnection

Due-Date Extensions

PG&E states that eligible residential customers may be able to move a bill’s due date as much as 30 days into the future. Eligibility depends on the account and existing payment arrangements.

Save the confirmation showing the new date. A request is not an approved extension until PG&E confirms it.

Budget Billing

PG&E’s Budget Billing program is designed to reduce seasonal changes in the monthly amount due. It is not a discount and does not eliminate responsibility for the energy actually used.

Before enrolling, leaving or disputing Budget Billing, review:

• The monthly Budget Billing amount
• The actual gas and electric charges
• The accumulated payoff balance
• How frequently the monthly amount is recalculated
• What becomes due when the account or program ends

CARE and FERA Discounts

When checked in September 2026, PG&E stated that qualifying customers in the California Alternate Rates for Energy program could receive a discount of 20% or more on gas and 35% or more on electricity compared with non-CARE bundled customers.

The Family Electric Rate Assistance program provided an 18% monthly discount on electric rates for qualifying households. FERA does not provide a gas discount.

Income guidelines, renewal rules and discount structures can change. Confirm eligibility and renewal dates directly with PG&E.

LIHEAP

The Low Income Home Energy Assistance Program may help qualifying households pay energy costs. PG&E’s current assistance page states that eligible customers may qualify for up to $1,000, subject to program rules and funding.

Arrearage Management Plan

The Arrearage Management Plan may provide up to $8,000 in debt forgiveness for qualifying customers enrolled in CARE or FERA. Customers generally earn forgiveness by making required current payments under the program.

REACH

The Relief for Energy Assistance through Community Help program may provide qualifying customers with a one-time energy credit. When checked, PG&E listed assistance of up to $800 for eligible customers with a disconnection notice.

Match My Payment

The Match My Payment program may match an eligible customer’s payment up to $1,000. Funding, qualifications and availability can change.

Medical Baseline and Vulnerable Customer Status

The Medical Baseline Program provides additional energy at the lowest applicable rate or a qualifying discount for customers with certain medical needs.

Customers whose health or safety would be at risk during disconnection but who do not qualify for Medical Baseline may be able to self-certify for Vulnerable Customer Status.

PG&E Outages, PSPS and Wildfire-Safety Settings

Report an outage through the PG&E outage-reporting system or call 1-800-743-5002. Check current information through the PG&E outage map.

What To Document During an Outage

• The date and approximate time power was interrupted
• Whether the entire property or only part of it lost power
• Whether neighboring properties were also affected
• The time and method used to report the outage
• The outage or confirmation number
• Every estimated restoration time
• Changes to the estimate
• The actual restoration time
• Any flickering, partial power or unusual electrical conditions
• Property or equipment damage when it is safe to document

Public Safety Power Shutoffs

A Public Safety Power Shutoff is a planned temporary outage that PG&E may use during severe weather when conditions create an elevated wildfire risk.

PG&E considers factors such as dry vegetation, low humidity, forecast wind, fire danger and conditions affecting its equipment. The scope and timing can change as forecasts change.

Customers should keep their contact information current and check their address through official PG&E alert tools. Advance notice may be provided when possible, but customers should still maintain an outage plan.

Enhanced Powerline Safety Settings

Enhanced Powerline Safety Settings are designed to shut off power quickly when a protected power line detects a possible hazard, such as a branch or animal contacting the line.

Unlike a PSPS, an EPSS outage is generally unplanned. PG&E may need to patrol the line and repair or rule out a hazard before safely restoring power.

Outage Compensation

PG&E publishes outage-compensation information for qualifying events. The company says customers may potentially receive a bill credit for an outage lasting longer than 48 hours.

PG&E states that it normally reviews its internal records for eligible customers. A customer whose power was out more than 48 hours and who does not receive a credit within 60 days may call 1-800-743-5000 to ask about eligibility. PG&E says inquiries must be made within one year of the eligible storm outage.

An extended outage does not automatically qualify in every situation. Review the current terms and keep a record of the outage dates and duration.

Community Support During an Outage

PG&E’s outage resources may include Community Resource Centers during certain safety events, support through 211 and information about charging, cooling, accessible transportation or other local services. Availability depends on the event and community.

Generator Safety

Operate portable generators outdoors and far from windows, doors and vents. Never operate a fuel-burning generator inside a home, garage or enclosed space. Improper connection can also backfeed electricity into utility lines and endanger workers and neighbors.

PG&E Natural-Gas Safety and Service

What To Do if You Smell Gas

1. Leave the building or area immediately.
2. Do not operate lights, switches, appliances, telephones or electronic devices near the suspected leak.
3. Do not smoke, light a match or create a flame.
4. From a safe location, call 911.
5. Then call PG&E at 1-800-743-5000.
6. Do not return until emergency or utility personnel say it is safe.

Review PG&E’s current natural-gas safety information for additional guidance.

Pilot-Light Appointments

PG&E provides appointments for certain pilot-light service requests. This route may be appropriate when there is no suspected leak or immediate danger.

Use the official pilot-light service page or contact residential customer support.

Call 811 Before Digging

Call 811 before excavation, fencing, landscaping or construction so underground utilities can be located. Even a small project can damage electric, natural-gas, communication, water or other buried lines.

Gas-Service Complaints

For a non-emergency gas complaint, document:

• The service or appointment date
• The reported condition
• The service-order number
• The employee or contractor information
• Any interruption to gas service
• What inspection or repair was performed
• Whether the affected property was restored

PG&E Claims for Food Loss, Equipment or Property Damage

PG&E provides an official claim-submission process. The company states that it is generally responsible for losses resulting from its negligence, but may not be responsible for outages, voltage fluctuations, food loss or property damage caused by circumstances outside its control, including certain weather events and earthquakes.

PG&E also states that billing and solar disputes are not handled as liability claims. Those issues should begin with the appropriate customer-service or solar department.

Records To Include With a Claim

• The date and approximate time of the event
• The service address and account information submitted privately
• The outage, incident or work-order number
• Photographs or video of the damage
• Repair estimates and invoices
• Receipts and proof of ownership
• Equipment model numbers and serial numbers
• An electrician’s, technician’s or contractor’s written findings
• A list of damaged food or property
• Prior communications with PG&E or its contractor

PG&E may investigate the cause, responsibility, condition and value of the loss before approving or denying a claim. Submission does not guarantee reimbursement.

PG&E Claim Mailing Address

PG&E publishes the following mailing address for claims:

Pacific Gas and Electric Company
Attn: Law Claims Department
300 Lakeside Drive
Oakland, CA 94612

PG&E Solar Bills, Interconnection and True-Up Concerns

PG&E’s solar customer-support number is 1-877-743-4112. Solar customers may need this specialized department for starting service, interconnection, rate plans, meter questions and billing.

Solar Billing Plan

Under PG&E’s Solar Billing Plan, charges and export credits can depend on when electricity is imported from or delivered to the grid.

Residential customers receive monthly statements and an annual True-Up statement. The True-Up summarizes grid-energy charges, export credits and other qualifying adjustments across the billing period.

A solar customer can still receive a substantial electric bill when:

• The household uses more electricity than the system produces
• Most usage occurs when the solar system is not producing
• Electricity is imported during higher-cost time-of-use periods
• The system produces less than projected
• Export-credit values are lower than the retail cost of imported electricity
• Fixed, non-bypassable or other authorized charges apply
• Gas service is also included on the PG&E statement

Who Controls the Solar Problem?

• PG&E: Interconnection, permission to operate, the utility meter, utility rate enrollment, imported energy, exported-energy credits and the PG&E bill
• Solar Installer: System design, equipment, installation, permits, inspections, workmanship and production promises
• Solar Lender or Lease Company: Financing terms, payments, liens, lease obligations and contract cancellation
• Local Building Authority: Permits and final inspections
• Community Choice Aggregator: CCA generation charges and applicable generation programs

Documents To Keep

• Solar sales and installation contracts
• Loan, lease or power-purchase agreements
• Permits and inspection approvals
• Interconnection application
• Permission-to-operate notice
• Meter-installation or exchange date
• System-production records
• Monthly PG&E bills
• Annual True-Up statements
• CCA statements or generation details
• Case and service-request numbers

Do not assume PG&E is responsible for a savings or production promise made by an independent solar salesperson. Likewise, do not assume the installer controls PG&E’s meter, rate plan or export-credit calculation.

Starting, Stopping or Changing PG&E Service

PG&E provides an online start, stop and transfer service tool. In many routine cases, customers can request service for the same day or schedule it in advance.

Starting Service

Before submitting a request, confirm:

• The complete service address and unit number
• The requested start date
• Whether PG&E can access the meter
• Whether identification or a deposit is required
• The selected rate plan
• Whether the property has solar

Most solar customers must contact the solar support department rather than relying entirely on the ordinary online process.

Stopping Service

Do not assume that moving out, ending a lease or selling a property automatically stops utility billing. Submit a stop-service request and retain the confirmation.

Document:

• The requested stop date
• The final meter reading when safely available
• The forwarding address
• The final bill
• The status of autopay
• Any deposit or account credit

Transferring Service

A move within PG&E territory may involve stopping one service agreement and starting another. Confirm whether account numbers, deposits, rate plans, CCA enrollment and solar status will change.

Building and Renovation Projects

Customers planning a new building, panel upgrade, meter relocation, temporary power or other construction should use PG&E’s Building and Renovation service or call 1-877-743-7782.

Keep the project number, plans, permit information, engineering requirements, advance payments, inspection approvals and requested completion dates.

PG&E Scam Warnings and Unrecognized Bank Charges

Scammers may impersonate PG&E through telephone calls, caller ID, text messages, emails, search advertisements, fake payment websites or in-person visits.

Common PG&E Scam Warning Signs

• A threat of immediate shutoff unless payment is made within minutes
• A demand for a gift card, MoneyPak card, cryptocurrency, Venmo, Zelle or another unusual payment method
• A request for online banking credentials, a password or one-time verification code
• A caller who refuses to let the customer verify the account through an official number
• A suspicious payment link in an unexpected text or email
• A caller-ID display that appears to show a genuine PG&E number
• An unexpected refund or discount offer requiring financial information
• A request to install remote-access software

PG&E states that it will not request financial information over the telephone and will not demand payment through gift cards or person-to-person payment apps.

Report a suspected telephone, email or in-person scam through PG&E’s official scam-information page.

• Scam Reporting Phone: 1-833-500-7226
• Scam Reporting Email: ScamReporting@pge.com

PGANDE WEB ONLINE on a Bank Statement

A transaction labeled PGANDE WEB ONLINE, ACH HOLD PGANDE WEB ONLINE or a similar variation may be associated with a PG&E online bill payment, guest payment, autopay withdrawal or ACH transaction.

Before treating the descriptor as fraud:

1. Review the PG&E payment history.
2. Compare the amount and date with the utility bill.
3. Check for a payment-confirmation email.
4. Ask authorized household or business users whether they made the payment.
5. Contact PG&E if the transaction cannot be matched.
6. Contact the bank or card issuer if no legitimate payment can be identified.

For a detailed explanation, see the sister-site guide to the PGANDE WEB ONLINE charge on a credit card or bank statement.

How To Escalate a PG&E Complaint

1. Use the emergency route when necessary. Report gas leaks, downed lines, fires and immediate dangers to 911 and PG&E rather than beginning with an ordinary complaint.
2. Identify the responsible provider. Determine whether the concern belongs with PG&E, a CCA, solar installer, financing company, landlord, contractor or local permitting authority.
3. Gather the records. Save bills, usage data, payment confirmations, notices, photographs, agreements and prior communications.
4. Contact the correct PG&E department. Separate residential billing, solar, construction, outages, gas emergencies, claims and scam reports.
5. Open a formal case. Request a case, service-order, project, outage or claim number.
6. State the requested resolution. Explain whether you want a bill explanation, payment correction, arrangement, meter review, service appointment, property restoration or claim decision.
7. Request supervisor review. Escalate when the first representative cannot explain or resolve the concern.
8. Ask for a written response. Written explanations are especially useful for disputed usage, estimated bills, rate-plan concerns, claim denials and regulatory complaints.
9. Protect every deadline. A pending complaint does not automatically stop a disconnection, payment, claim, appeal or legal deadline.
10. Contact the California Public Utilities Commission. The CPUC Consumer Affairs Branch may help with unresolved complaints involving regulated PG&E service.

Frequently Asked Questions About PG&E

What is the main PG&E customer-service number?

PG&E lists 1-877-660-6789 for residential customer support. Published representative hours are Monday through Friday from 7 a.m. to 7 p.m. and Saturday from 8 a.m. to 5 p.m.

What number reports a PG&E power outage?

Call 1-800-743-5002 or use PG&E’s online outage-reporting system.

What should I do if I smell natural gas?

Leave the area immediately, avoid creating an ignition source and call 911 from a safe location. Then call PG&E at 1-800-743-5000.

What should I do about a downed PG&E power line?

Stay far away and do not touch the line or anything contacting it. Call 911, then report the condition to PG&E at 1-800-743-5000.

Why is my PG&E bill suddenly higher?

A higher bill may involve increased gas or electric usage, more billing days, weather, time-of-use pricing, a rate change, Base Services Charge, CCA charges, an estimated meter reading, a prior balance or another account adjustment. Compare usage and every line item before requesting a written explanation.

Why are both PG&E and a CCA shown on my bill?

The CCA may supply electricity generation while PG&E provides delivery, metering, billing, maintenance and outage response. The consolidated bill can contain charges from both providers without being a duplicate bill.

Can PG&E extend my due date?

Eligible residential customers may be able to obtain a due-date extension of up to 30 days. Existing arrangements, account status and program enrollment can affect eligibility. Obtain confirmation before relying on a new date.

Does PG&E Budget Billing reduce energy costs?

No. Budget Billing is intended to smooth seasonal payment changes. Customers remain responsible for the actual gas and electric charges accumulated under the program.

What are CARE and FERA?

CARE and FERA are income-qualified discount programs. CARE may provide discounts on gas and electricity, while FERA provides an electric-rate discount for qualifying households. Eligibility and renewal rules apply.

Does Medical Baseline guarantee that my power will remain on?

No. Medical Baseline can provide billing benefits and additional outage notifications, but it does not guarantee uninterrupted power. Customers who depend on electricity for medical needs should maintain an emergency plan.

What is the difference between a PSPS and EPSS outage?

A Public Safety Power Shutoff is a planned outage used during severe weather and elevated wildfire risk. Enhanced Powerline Safety Settings can shut off power rapidly and without advance notice when a protected line detects a possible hazard.

Does PG&E compensate customers for a long outage?

PG&E publishes potential compensation for qualifying outages longer than 48 hours. Eligibility is not automatic in every case. Customers who do not receive a possible credit within 60 days can contact PG&E, subject to the program’s current rules and one-year inquiry deadline.

How do I file a claim for food loss or property damage?

Use PG&E’s official claims page and submit evidence such as photographs, receipts, repair findings, outage information and work-order numbers. Claim approval depends on the cause, responsibility and available documentation.

What is the PG&E solar customer-service number?

PG&E lists 1-877-743-4112 for solar customers.

What is a PG&E solar True-Up statement?

The True-Up statement summarizes grid-energy charges, exported-energy credits and other applicable adjustments across the solar customer’s billing period. Under the Solar Billing Plan, residential customers receive monthly statements and an annual True-Up.

What is PGANDE WEB ONLINE on a bank statement?

It is commonly associated with a PG&E online payment, autopay withdrawal, guest payment or ACH transaction. Compare the amount with the PG&E account before treating it as unauthorized.

Who regulates PG&E?

The California Public Utilities Commission regulates many aspects of PG&E’s retail gas and electric service, including approved rates. The CPUC Consumer Affairs Branch accepts qualifying customer complaints.

Does a 0 rating mean customers gave PG&E neutral reviews?

No. When this listing was created, Zero Stars displayed 0 because no customer reviews had been published. A genuine 0-star customer rating represents a neutral or evenly mixed experience.

Can Zero Stars report my outage or stop a disconnection?

No. ZeroStars.org cannot access a PG&E account, report an outage, dispatch a crew, change a bill, approve assistance, restore service, process a claim or stop disconnection. Use PG&E and the appropriate regulatory agency directly.

What To Include in a PG&E Review

A useful PG&E review should explain:

• Whether the account was residential, business or agricultural
• The California city, county or general service area without publishing the full address
• Whether the issue involved electric service, natural gas, a CCA, solar or a contractor
• The approximate date or billing period
• The type of problem: billing, payment, outage, PSPS, EPSS, gas service, construction, vegetation, solar or claim
• The disputed amount when relevant
• The kWh, therms and number of billing days for a high-bill complaint
• The rate plan or CCA shown on the bill
• Whether the meter reading was actual or estimated
• How and when PG&E was contacted
• Whether a case, outage, service-order, project or claim number was provided
• What PG&E or its contractor said or did
• The resolution requested
• The final outcome
• Anything an employee or crew handled well

How To Rate PG&E on Zero Stars

Zero Stars uses a color-coded scale from -5 to +5 stars. Consider billing accuracy, explanations of rates and charges, payment handling, outage reliability, emergency response, communication, field work, safety, claim handling and the final resolution.

Conclusion

PG&E provides electric and natural-gas service across a large portion of Northern and Central California. The company offers online outage tools, emergency response, payment arrangements, assistance programs, solar support and formal claim procedures. Some reviewers praise individual technicians, field crews and representatives who provide professional or helpful service.

Negative public reviews frequently concern high bills, rates, CCA billing confusion, online-account problems, payment processing, outages, wildfire-safety shutoffs, vegetation work, construction delays, solar billing and property claims.

Customers can strengthen a complaint by preserving bills, usage information, payment confirmations, outage times, photographs and case numbers. Gas leaks, downed lines and immediate hazards should be reported directly to 911 and PG&E. Unresolved regulated-service complaints may be submitted to the California Public Utilities Commission.

Compare this company with FPL reviews and complaints and Duke Energy reviews and complaints, or browse additional utility company reviews and complaints on Zero Stars.

Comments and Discussions

Join the conversation below. Read PG&E reviews, ask questions and share what happened with your gas or electric bill, payment, outage, solar account, service appointment, field work or customer-service complaint.

Information reviewed and updated September 2026. ZeroStars.org is an independent review platform and is not affiliated with PG&E Corporation, Pacific Gas and Electric Company, the California Public Utilities Commission, any Community Choice Aggregator or any solar or utility contractor. Customer-service numbers, assistance programs, rate plans, claims procedures and public review totals can change. Customer reviews reflect individual opinions and allegations. This article provides general consumer information and is not legal, financial, electrical, medical or emergency advice.