Had a frustrating call with PG&E yesterday. Found a legitimate E-19 demand billing error worth about $3,200 for my client, but the billing rep accused me of "cherry-picking" months and "gaming the system." She seemed to think I was trying to manipulate numbers rather than correct genuine mistakes. Really unprofessional attitude. Has anyone else encountered this kind of hostility from utility staff?
PG&E rep accused me of "gaming the system"
Dan, some utility reps definitely have that attitude, especially when they don't understand what we do. I've found it helps to explain the analysis methodology upfront and offer to walk them through your calculations. CPS Energy here in San Antonio was skeptical at first, but now they appreciate the thoroughness of our reviews.
I had a similar experience with Xcel Energy last year. The rep actually said "you people are just looking for free money." I asked to speak with her supervisor and calmly explained that we're helping ensure accurate billing, which benefits everyone. The supervisor was much more professional and the error got corrected. Sometimes you just have to escalate.