Natural gas and electrical power are fundamental to your comfort, security, and productivity. You should get a fair and prompt response if there is an issue with, or a need to fix, your service. A $30 credit will be applied to your account if PG&E doesn’t show up by the time you scheduled during your call to their call centre. In the following cases, Guarantee 1 does not apply: When a client requests an appointment on the “same day.”
If a service provider fails to show up for an unexpected emergency, they have broken an appointment. Schedule your gas pilot light checks between October 15 and January 15.
In cases where getting onto the client’s property is difficult or impossible, or when the customer is not yet prepared for service.
When the situation calls for it, such as during a major emergency or a hurricane.
Within seven days of a customer’s request, PG&E will conduct an investigation into a non-emergency issue (check metre) and share the findings with them. When you request a yearly metre reading between the dates of October 15 and December 15, we will schedule your visit within 10 business days. PG&E promises to get back to customers within 30 days with the findings of any off-site metre tests they want. To gain entry to the customer’s location, an appointment is required.
If the service guarantee is not met, the customer’s account will be credited with $30. If PG&E fails to show up for a planned appointment, the customer’s account will be credited automatically. Customers must contact PG&E if their appointment is anticipated to take more than five business days in order to get the rebate. According to PG&E’s records, the credit will not be given if the client requested such scheduling. Exceptions to Guarantee 2 include the following:
Organizational demand
The place where getting there is difficult.
If the service provider is needed right away to deal with a crisis.
When the situation calls for it, such as during a major emergency or a hurricane.
Within three business days of receiving a complaint, PG&E will decide on a course of action to remedy the issue and notify the consumer. Within 10 business days, PG&E will let the client know how their complaint was resolved; within 30 business days if an off-site metre test or in-home audit was necessary. If the service guarantee is not met, the customer’s account will be credited with $30. Exceptions to Guarantee 4 include the following:
Useful only in cases when the Consumer Affairs Branch (CAB) of the California Public Utilities Commission has sent a complaint to PG&E.
Any time there is still an open question about the conclusion of the dispute and it will not be known until after the guarantee has expired (e.g., a billing adjustment to be reflected on a future bill). When the client insists on more steps being taken (such as re-reading or re-testing metres, setting up client appointments) in order to address their concern. When the situation calls for it, such as during a major emergency or a hurricane. If you call PG&E about a power outage, they’ll fix it within four hours, tell you when they’ll get around to it, or credit your account $30, whichever comes first. Exceptions to Guarantee No. 6 include the following:
When there is no way into the region or onto the customer’s property.
Customers who opt-out of receiving updates on the status of their service’s restoration are left in the dark.
When the situation calls for it, such as during a major emergency or a hurricane.
If PG&E is unable to restore your electricity within 24 hours because of an event beyond our control, we will credit your account $30 every day that service is out. Exceptions to Guarantee 7 include the following:
Deliberate breaks in service.
When there is no way into the region or onto the customer’s property.
When the situation calls for it, such as during a major emergency or a hurricane.