ComplaintsforNational Fuel Gas Company

• Initial Complaint

  10/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I moved out of my apartment in in June 2022 and had called to have my service disconnected after I moved in with my partner. To my knowledge I had my service shut off. Never received info from national fuel via email or when I had my mail forwarded when I had change my mailing address. Today I get a bill from a debt collector for national fuel 683 dollars. No contact from the company the whole time and now I get this bill. I wasn't aware my service was on and someone else ran the bill up when I was no longer living there and didn't know who moved in so I don't know who was using my info to get free gas.

  

  Business response

  11/13/2024

  The Company reached out to the customer to address their concerns.  The Company advised that there is no record of the customer calling to end service with National Fuel in June 2022, and bills were being sent every month to the customer at the service address.  Because the customer did not call to end service, they are responsible for the debt.  The Company advised the customer to contact the landlord to see if they would take responsibility for the debt and to call us back to advise the outcome of the request.  The Company has not heard back from the customer.

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The service address involved in this complaint is property I own at **** ******** ***** ******** ******* ** *****. That is currently a rental as I reside in Arizona. In or about mid-2022 National Fuel Gas did work which involved the "tearing up" the front of my property on ******** ****. On or about January 22, 2024 I received a letter from NFG stating that a Buyout Program is available to assist in paying for repairing the damage which was caused to my landscaping. Despite repeated emails and telephone calls as recently as October 12, 2024, I can get no response to my inquiry about the details of this program. The "Customer Service Agent" handling this program is NEVER available. It was necessary for me to pay the restore my property in order to find a tenant.

  

  Business response

  11/04/2024

  The customer was contacted and advised that National Fuel was at the premise to mark the gas lines for another company that was installing fiber optic lines.  The company advised the customer that they can contact *** ****** at ###-###-#### to see if they can provide details for the company that was completing the work. 

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Gas has been shut off due to non payment. Payment was made immediately after shut off and I've been told for days now that someone would be out to turn it back on in 24 hours. I am still without gas service after paying 3 days ago and am unable to cook, bathe, or utilize heating in my home and it's been5 days in total. National grid nor the emergency hotline have been able to help me.

  

  Business response

  10/10/2024

  The Company has been in contact with the customer and has been to the premise multiple times to restore the service however the required access needed to turn the gas back on has not been provided.  The Company is continuing to work with the customer.

  Customer response

  10/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The company has been in contact and have made attempts to restore service however, I am still without. I have recently only received contact from representatives late at night when it is impossible to access the furnace. Apparently, there is no way for this company to arrange a specific time to present to restore service even though I am without heat and temperatures are now dropping below 50°. I appreciate the fact that this company is "attempting" to help but it seems unfair and unethical that they would allow a paying customer to suffer this way for so long and not decide on any different course of action for resolution. 
  
  Regards,
  
  ***** *******
  
  
  
  
  

• Initial Complaint

  08/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In November 2023, National Fuel issued a credit to my account for overpayment for an amount over $4,000. In June 2024, I contacted National Fuel and learned that I had $1800 credit, remaining on my account. In July 2024, I requested a refund check in the amount of $1,500, which would leave $300 credit on my account for future gas bills. When I received the check dated August 15th 2024, it was for $ $895.46. I called National Fuel, to inquire why It was not $1,500, and I was told that they took out $904 for an account that was closed in 2011. National Fuel told me that they sent the debt to a collections firm. And it was either charged off or paid, as It shows nowhere on my credit. I would like this reversed.

  

  Business response

  08/30/2024

  Public Service Law § 65(2) obligates utilities to charge and to collect full compensation for utility services furnished.  Here, National Fuel was still owed money for gas utility service previously provided to the customer. The Company contacted the customer and has resolved their concern.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  National fuel has estimated that I owe them roughly 1500$ in back bills due to a broken meter. According to them it has been faulty for "21 months". I am not paying this astronomical amount of money based off of estimates. They ignored the fact that the meter reading hadn't changed for "21 months", and now estimated what I owe based off of usage from 2 years ago. I'm not paying for their incompetence in managing or maintaining their equipment. In this form is my account number for national fuel.

  

  Business response

  08/01/2024

  National Fuel researched the customer’s concerns regarding a billing adjustment. The company can confirm a non-registering meter billing adjustment was completed on July 24th, 2024.On July 26, 2024, a billing dispute was initiated when the customer contacted the company regarding the non-registering meter billing adjustment.On July 30, 2024, a representative contacted the customer to review the non-registering meter billing adjustment and provide additional information. The customer stated they were satisfied.On July 31st, 2024, a representative mailed the non-registering meter billing adjustment summary, corrected bill and letter explaining the adjustment.A non-registering meter billing adjustment is needed when a meter malfunctions. This correction is based on the weather experienced during the period that the meter had malfunctioned, the customer’s usage history when the meter was functioning properly, and the current usage from the new meter.Per chapter 56.14 of the Pennsylvania Public Utility Commission regulations for previously unbilled utility service, the public utility may render a make-up bill (billing adjustment) for previously unbilled public utility service which accrued within the past four years resulting from a public utility billing error, meter failure, or leakage that could not have been reasonably detected.

  Customer response

  08/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  ******* *****
  
  
  
  
  

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My bill was past due, company came and disconnected my gas, did not even knock on my door to notify me, otherwise I would've paid it in full, which I did after speaking with one of their representatives. I then called back and was notified that they would charge an extra $73 to turn my gas back on, and would do so "at their convenience, within the next 24 hours". This was not told to me on the first call and was a surprise. They can turn it off, not give appropriate notice, and not have the common courtesy to knock on the door, but then, come back "at their convenience" even after you pay in full. If they weren't the only company on my area supplying Natural Gas, I wouldn't hesitate to switch to another. Also spoke with Julianna on 7/18/24 and she wasn't helpful, at all. Asked to speak with a supervisor and was advised one would call me within 2 hours. Not expecting much from them, as previous replies have waited for a call back or a person to contact back and not received one.

  

  Business response

  07/25/2024

  The Company contacted the customer to address their concerns.  The Company advised the customer that the reconnection fee cannot be waived and that the Company made two courtesy phone calls as well as sending a disconnection notice to the customer prior to the service being disconnected.  The Company also advised that the field service representatives are not required to contact the customer while at the premise to disconnect service. A supervisor from the Company did call the customer back within one hour of the request for the callback.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called national fuel on 6/6/24 due to my bill being extremely high. I was advised I can give a meter reading if there is an issue. I gave the meter reading to the representative. I was advised that my bill would be adjusted to read correctly. Also advised a new bill would arrive within 24hrs. New bill never arrived.

  

  Business response

  06/27/2024

  The company made several attempts to contact the customer with no success. Upon reviewing the account, the customer called in a reading on 06/06/24. The company entered the reading however it did not fall in line with previous company reads.  The company obtained another reading by visiting the property on 6/14/24 and an adjustment was made to the account based on that reading.  The customer is on a Budget Billing Plan (BBP) therefore the adjustment will not affect the amount due on the current invoice but rather will be reflected in the BBP plan difference year to date amount. The customer is encouraged to contact NFG’s Quality Assurance department at ###-###-#### if they would like to discuss further.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  At 7:15 AM on June 5, 2024 we had a person come to our door knocking to inform us that we had to move our vehicles because national fuel needed to dig up our driveways for gas line repairs. We were not informed prior to this, that our driveways would be touched we were not given any Heads up notice besides, we were told that we got a note over a year ago that this would be happening. My wife refused to give them permission to dig our driveways. I did move our cars because she had to go to work and I didn’t want to be stuck because of their equipment. They went and started digging the driveways anyway even after we told him that they did not have permission we called national fuel to talk to a supervisor and they said that they would return our call. gentleman called said he was the inspector and that the work had to be done. They gave us a notice a year ago and we had no other option. we researched the construction area that had been dug up annd Everybody else has their yard cut into.our would be the only driveways touched. They went in dug the driveways up anyway telling us that they will put a metal plate in which is unsafe to drive over national fuel needs to learn better communication with their customers when they are going to be doing work , and they need to get work done so the yards and holes are not left for unsafe covered holes everywhere. national fuel was called and we did call the PUC to file. This complaint also national fuel needs to find different ways of replacing lines than destroying property. They need to respect the customers wants and needs when it comes to construction work.

  

  Business response

  06/17/2024

   National Fuel sent a letter on June 28th, 2023, informing the customer of a planned construction project that would include moving the gas meter outside.  A National Fuel inspector and contractor also spoke with the customer prior to the gas mainline installation to communicate intentions and minimize disruption to the customer.  The gas mainline was installed within the public utility’s right of way, not private property.   During construction, the driveway apron, which is within the street right of way, was partially removed as required to safely locate water and gas sub surface utilities.  National Fuel informed the customer that the company will maintain ingress and egress to the property outside of active work.  The customer was also informed that the concrete apron along with grass within the public utility’s right of way will be restored at the end of project.               

  Customer response

  06/17/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The letter that National Fuel referred to was sent over a year ago and no further correspondence was sent in regard to the construction project.  The letter did mention the moving of the gas meter to outside of the residence but did not mention any of the construction that occurred. National fuel did not send a contractor not any other personnel to discuss this work, that is until the day in question when we received a knock at our front door early in the morning demanding us to remove our cars from our driveways. We were never notified of the amount of construction/destruction that was to occur nor have we received any notification in regard to the length of the project.  Due to the subpar work done to our driveway we are unable to move our motorhome from the driveway.  The construction crew filled a large hole with gravel that has been washing away with each rainstorm rather than replace the concrete they removed.  Due to this it is not safe to move our motorhome from the driveway until the repair is completed.  This thereby means that we are unable to use our motorhome. This is unacceptable! The personnel of the privately contracted company that are doing the work as well as the personnel from National Fuel that we spoke to were very unprofessional and quite rude. I can only hope that this project is done quickly but seeing as they are still working blocks away leaving work on our block unfinished, I don't have high expectations.  Regards, ***** ****** 

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  NATIONAL FUEL FORCED ME TO MOVE MY METER TO A DIFFERENT LOCATION OUTSIDE THE HOUSE OR ELSE I WOULD NOT BE ABLE TO HEAT MY HOUSE WITH NATURAL GAS. THEY STATED THAT THEY WOULD HAVE TO EXCAVATE MY YARD AND WOULD PUT MY YARD BACK THE WAY IT WAS WHEN THEY WERE DONE. I CALLED THINKING THEY WERE WAITING UNTIL SPRING TO FINISH FILLING IN THE TRENCH THEY CREATED AND RE-SEED THE GRASS THAT WAS TORN UP WHEN I CONTACTED THEM THEY SAID IT WAS NOT THERE JOB TO LANDSCAPE THE MESS THEY MADE AND I SHOULD BE LUCKY THEY DID THE METER WORK FOR FREE. COMPLETELY SPUN ME AND JUST AN OUTRAGEOUS DISRESPECTED ME AS A CONSUMER. THEY KNOW THAT SINCE THEY BASICALLY HAVE A MONOPOLY ON HEATING UNLESS PEOPLE PAY WAY TOO MUCH TO SET THIER HOUSE UP WITH WOOD STOVE OR PROPANE THAT THEY FEEL THEY CAN GET AWAY WITH THIS TYPE OF ATTITUDE. STILL HAVE NOT HAD MY YARD FIXED AND I HAVE BROKE 2 MOWERS ON THE ROCKS STICKING UP FROM THE TRENCH THEY CREATED, HAD ONE SHOOT INTO MY SHIN AND CAUSE MY LEG TO BLEED, AND NOT TO MENTION IT IS AN EYE SORE OF A YARD NOW ON A VERY BUSY STATE HIGHWAY.

  

  Business response

  05/01/2024

  On 1/6/2022, the customer called National Fuel to request gas service to *** * ***** **** ******** **. A Natural Gas Service Commitment and Indemnification Agreement was signed by the customer on 1/12/2022. In Section E of that agreement, the applicant agrees to restore the surface (e.g. topsoil and seed, asphalt, concrete, etc.) of the service line trench. The new gas service was installed at no cost to the customer. The only responsibility of the customer was to restore the surface on the property. The entirety of Section E of the signed agreement is shown below.
  

  Section E- Restoration: After the project is completed, National Fuel will back-fill all trenches but will only restore the surface (e.g. topsoil and seed, asphalt, concrete, etc.) within National Fuel’s right of way. Applicant agrees to restore the service line trench on Applicant’s property and on any right of way obtained for the service line at Applicant’s own expense.

  

  Business response

  05/10/2024

  The company has mailed the agreement on file signed by the customer to the address provided in this complaint. National Fuel was able to provide the service at no cost to the customer due to restoration costs being absent in the fees. National Fuel can offer to restore the property but would need to charge the customer for the restoration cost. If the customer is interested, NFG can provide an estimate for final restoration; please call the Elk Service Center at ###-###-####.

  Customer response

  05/13/2024

  Better Business Bureau:
  

  I have reviewed and captured a picture of the supposed signature that is not my signature. I have also attached my State issued Drivers License and can provide more documentation verifying my signature from State Certified documents from my job for being a State Correctional Officer in a state Prison. My signature from docusign is also attached from my account attached to my email. All proof is there to show I did not sign this form. I REITERATE THE SIGNATURE ON THE PAPER RESPONSE FROM NATIONAL FUEL IS NOT MY SIGNATURE AND I WOULD NEVER SIGN SOMETHING WITH A DOLLAR AMOUNT ON IT. I reject any and all responses from National Fuel and its affiliates.

  I have reviewed the response made by the business in reference to complaint ID 21628458, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  Regards,
  Steven Peterson
  
  
  
  

  
  

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’ve paid a bill that was over due in order to restore services…. Left me and my daughter without heat for nights at a time when the bill was paid .. didn’t give me any other alternatives on getting my gas back on

  

  Business response

  05/09/2024

  On 4/23/2024 the Company reached out to the customer and advised that they would reach out to the Operations Department to see if they could accommodate the customers need for the service to be restored in the evening hours.  Operations was able to restore service that evening. 

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