Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Summit utilities has changed their phone payment system to require a voice authorization of payment at the very end of the call. If a customer hangs up too soon, the payment does not go through and this has happened twice. They have absolutely no customer service, an unusable or unworkable phone menu and other than taking our money, they don't give a crap about anything going on with their customers. It's pay up or shut up. The only way they don't charge you a "convenience" fee is if you allow them to dip their dirty fingers in your bank account. They even charge if you use an electronic check. I was trying to find out what it exploded at a property next to mine on March 14th and was pretty much told not to worry about it and it was not my problem and since it was not on my property they had no comment. I was only trying to figure out what would cause an orange fireball that set a vacant trailer house on fire about 500 ft east of my property. There's no way to get through customer service. It's Oklahoma so it's been for yourself and the wild wild West. Summit utilities is one of the worst utility companies I have ever had The misfortune to deal with. They're crooks.

  Business Response

  Date: 04/11/2025

  Please see the two screens below that share the information we have for this account.

   

  Screen 1 is from our local office in Lawton, Oklahoma who reached out to the Manager that serves the Hominy, Oklahoma area and this is what he found.

  Screen 1 –

   

  From: ***** *****
  Sent: Tuesday, April 8, 2025 1:22 PM
  To: ***** ** ** ***** * ***** ********
  Subject: Re: [EXTERNAL EMAIL] You have a New Message from BBB Serving Arkansas, Consumer Complaint *********

   

  Update from the Manager - He went out to the home to see if the neighbor's house had burned, and it was burnt to the ground! He checked the area and there was/is not a meter there. 

   

  He called the Hominy Fire Department and was told that on March 14^th (it was a HORRIBLE wind day for all of Oklahoma - 60 to 80 MPH across the state) and this fire was 1 of 14 they had that day.  It started as a grass fire, which eventually took over the trailer and burned it down. Fire Department stated they think it was the power lines that started it, but they did speak to ********** and she told them something about seeing green flames and an explosion, but after their investigation, they found no evidence of that. 

   

  Customer Service would have never had any way of knowing any of this happened, so didn't refuse to give her information, they just didn't have any to give her.

   

  The second screen is from our Call Center that explains how our IVR works.

   

  Screen 2 –

   

  Good morning,

   

  **** and I have reviewed this account together. ** admitted on her initial call about her payments issues with the IVR that she may have hung up too soon due to her frustration. She said she did this twice. We verified that payments had not posted. ** was give alternate routes to take to make payment on her account and she denied with multiple frustrations about the additional charges. **s stated she will not let us put her account on auto pay because she isn’t giving us access to her banking information. ** has made a successful payment on her account since through the IVR and her account is current.

   

  Additionally, ** also called to inquire about an explosion that happened at a property near her home. She was not happy that we could not release any information.

   

• Initial Complaint

  Date:12/23/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Summit I am writing to express my extreme dissatisfaction and concern regarding the lack of compassion and flexibility shown by Summit Utilities. We recently moved to Magnolia due to my position at the Hospital. Our service was scheduled for activation on Friday, December 20th. However, due to unforeseen circumstances, we were unable to arrive at our new home until 9:30 PM that evening. We found a note on the door indicating that service activation had not been completed. With a predicted 22 degrees, we immediately contacted Summit's emergency number, fearing for the health and safety of our family. Despite explaining the urgency of the situation, we were met with indifference and told to call back on Monday, December 23rd, during regular business hours. Upon calling this morning, I was told Summit does not offer same-day appointments and the earliest available service date is December 26th – six days after our initial scheduled activation. This means my family, including our grandchildren, are expected to endure low temperatures without heat or hot water during the coldest time of the year. As a medical professional, I get the importance of adhering to protocols. But, I also recognize the critical need for flexibility and compassion in extenuating circumstances. Summit's rigid adherence to policy, with a complete disregard for the well-being of our family, is unacceptable, and cold. This is not simply a matter of inconvenience; it is a matter of health and safety. Exposing children to prolonged periods of freezing temperatures can have serious medical consequences. Summit's refusal to make an exception to their policy, despite the severity of the situation, demonstrates a shocking lack of concern for their customers' well-being. I ask Summit Natural Gas to reconsider their decision and take immediate action to activate our service. You have the power to do the right thing, and I implore you to act accordingly. ***** ******* ************

  Business Response

  Date: 12/23/2024

  *** ******* *

   

  Thank you for your email below.

   

  I have visited with our Dispatch office, and they have rescheduled the order for this afternoon and will call *** ******* ** ***** *******2 before going out.

   

  I apologize for any confusion.

   

  ***** ********

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They shut off my gas even though it's been paid and won't come turn it on without someone being there but they can shut it off without anyone being there. Now we have to take a day off of work for someone to come out. This is a bad policy and punishes those who don't have the means to take off of work.

  Business Response

  Date: 12/30/2024

  *** ******* –

   

  Thank you for your email dated 12/19/24.

   

  In reviewing this complaint, I found that our customer of record at **** ****** ***** in Jonesboro, Arkansas is ****** ****.  Not knowing the connection between *** **** and ******* ******* I am not able to discuss any of the details on this account, to not violate the PRIVACY ACT.

   

  I can tell you that when we restore gas service to any customer, we are required to have an adult present at the premise so we can enter the premise and light all the gas appliances.  If we simply turned gas on at the meter there would be a possibility that gas could be leaking into the house via an appliance that was not lit properly.  Therefore, we do need access to the premise lite all gas appliances, conduct a house line check and make sure there are no leaks when we restore service.  That being the case we do have to schedule a reconnect with the customer.  This is the same policy that all natural gas companies in the state of Arkansas are required to follow.

   

  I can also report that service to this premise is active, and gas is being used at this time.

   

  Please let me know if I can answer any other questions you may have.

   

  ***** ********

  Customer Answer

  Date: 12/30/2024

   
  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.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:12/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing in regard to a gas bill totaling $1300.00. During the time before my service was suspended, I never received a bill except a stack of bills in my mailbox last Spring. I am just wondering how my bill went from $90.00 to a total of $1300.00. I am needing help to resolve this issue. I tried paying for it, but I cannot afford this amount plus I do not know how Summit even came up with this amount. Summit Utilities never ever contacted me but just sent a stack of bills, which I could have paid prior to being $1300.00. I feel that Summit Utilities failed to notify me before the bill got out of hand or I am being overcharged.

  Business Response

  Date: 12/05/2024

  *** ******* –

   

  Listed below are the facts as I understand them regarding the account for **** ******* at **** ******** ****** in Wynne, Arkansas.

   

  The account was established during the same month that we were transitioning from CenterPoint Energy’s billing system to Summit Utilities billing platform.  While the vast majority of the accounts had no issues, we did have some accounts that did not set up properly in November 2022 and took a few months to identify and get set up in the new billing system. This account successfully billed in April 2023 and included invoices that should have billed in December 2022, January, February, March, and April 2023.  These five invoices were mailed on 04/19/2023. 

   

  From that point forward all invoices billed on time with no issues each month (May 20203 – February 2024).  A copy of each invoice is included below.

   

  Listed below are all the invoices issued for this account.

   

  Screens 1, 2, 3, 4, and 5 are the packet of invoices that were billed to the customer on 04/19/2023.  The actual usage for each month was accurate and taken from meter readings in the field on the dates shown on each invoice.

  Screen 5 – In total the customer was billed for $810.54 for the five months in question.

  Screen 6 –Starting with the May 2023 invoice the customer was billed on schedule and was billed on time each month starting with this invoice until the final bill mailed in February 2024.

  Screen 11 –During the billing period of 09/12/2023 – 10/10/2023 the customer was placed on a Delayed Payment Agreement (DPA), which took the balance owed of $854.89 and divided that over 18-months, making each DPA installments $47.49 over 18-months.  The invoice below, for $56.36, reflected the first DPA installment and gas usage for $8.87 for a total of $56.36.

  Screen 12 –The November 2023 invoice shows that the customer did pay the previous bill for $56.36.  The customer billed again for the minimum customer charge and the DPA installment for another invoice of $56.36 due on 12/07/2023.

  Screen 13– This is the December 2023 invoice.  The $56.36 payment due on 12/07/2023 was not paid.  That being the case the DPA defaulted, in accordance to the Arkansas Public Service Commission General Service Rules and the remaining balance owed on the DPA was brought forward.  From this point forward no additional payments were made on the account.

  Screen 15 –The invoice below shows the FINAL BILL mailed on the account after being turned off for non-pay on 02/20/2024.  The FINAL BILL was mailed on 03/01/2024.  A review of the account today shows that the account still has an outstanding balance for $1,345.60.

   

  The Arkansas Public Service Commission (APSC) General Service Rules require that any outstanding balance be cleared and paid in full before service is reconnected.  In an effort to work with the customer we would be willing to restore service when half of the bill owed, $672.80 is paid.  The remaining balance of $672.80 can be set up on a 12-month DPA with each DPA installment being $56.06 each month.  As long as the current bill is paid each month along with the DPA installment, before or on the due date there would be no issues.  If the full amount is not paid then the DPA will default, like before, and any remaining balance owed on the DPA would come due.

   

  If *** ******* decides to accept this offer, please ask him to pay the $672.80 and as soon as the payment has posted to the account we can discuss a date on when to reconnect the service.

   

  If I can answer any additional questions, please let me know.

   

  ***** ********

   

  (See Email with invoices to view the statement with the texts.  Each statement is also available to view separately.)

• Initial Complaint

  Date:11/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My concern is my bill is extremely high considering there hasn't been any help from agencies designated to help on bills. I have am a high risk medically if my gas is off. However Summit has negligence removed old meter from property where I live afterward asking them not to change meter. I had to go to the Doctor because when service guy removed old meter there was a leak. They were called out supposed to had fixed. Due to not being able to keep my arrangement they came out & disconnected my service meter. Same day received notice from my doctor that I needed my gas on. However I was disconnect several days prior to Oct 3 to stay on another leak had to go back to the doctor.

  (see attached)

  Business Response

  Date: 11/26/2024

  *** ******* –

   

  We have been working with this customer and the Arkansas Public Service Commission since late August 2024 to resolve this situation.

   

  The complaint has already been closed with the APSC with an agreement that the customer would pay $500.00 a month toward the bad debt owed, which remains well over $2,000.00.

   

  Listed below are the email exchanged between the APSC Staff and the Company.  The gas service is on at this time and the company is awaiting a payment by the end of the month for $500.00 at which time another extension will be placed on the account through the end of December 2024.

   

  Please let me know if you have any questions.

   

  ***** ********

• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Summit came and dug my yard up looking for a gas line. They tore an electric wire and I’ve had partial lighting throughout my house for almost a month now (I’ve called several times and no one goes out to find a solution. On top of that, they neglected to turn my water heater back on . Every time I call they seem to give no importance the problem. I’ve been without hot water for too long. Not yo mention the electrical damage made.

  Business Response

  Date: 11/26/2024

   

  *** ******* *

   

  Please see the email below, highlighted in yellow, from our local Operations Office in Little Rock. 

   

  A second email will be sent to you with the photos mentioned below.

   

  If you have any other questions, please feel free to contact me.

   

  ***** ********

  From: ****** ***** Sent: Tuesday, November 26, 2024 8:01 AM
  To: ***** ******** ******************************
  Subject: RE:

   

  *** ******** *

   

  This complaint was investigated last week on Friday, November 22, 2024, by ** *********

   

  *** ******** determined that there was no electrical damage caused by contractors working on our behalf.  The electrical facilities are on the other side of the house from where our contractors were working.

   

  *** ******** stated the customer told him that a relative has been out at the electrical box flipping breakers on the house.

   

  *** ******** took photos of where the gas line is located, compared to where the electric supply comes in.

   

  We will forward those photos to you.

   

  Please let me know if you have any other questions.

   

  Thanks,

   

  **

• Initial Complaint

  Date:10/21/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into a rental 10/22. 11/22 summit stopped disconnects for over a year. I never received a paper bill, and that, paired with my inability to login or create an acct, is how my bill grew to $800 at first. At some point I finally worked out my login woes and was able to check my bill online. Knowing disconnect was looming, I called and spoke with customer service who stated I could be set up on a payment plan, paying a few hundred up front and financing the rest over the next 18 month’s bills. Awesome! Problem Solved, right?? Negatory. It was towards the end of the day, and from what I understood, the customer service agent told me to be looking out for an email with forms to complete. I waited and waited until I realized it was after their operating hours, and nothing came through. I was confused, so I called the next day and was prepared to pay the initial payment with the rest spread out over 18 months. Except this time customer service tells me it’s too late & that a “disconnect order had already been processed” & there was nothing I could do but pay the full amount. How sneaky. I didn’t have the full amount and you can’t get blood from a turnip, so I sat and waited day by day by day for about 6ish months thinking any day I could b without hot water or a stove. Then my neighbor tells me they got my hanger. The tech had gone to the wrong house & announced my pending d/c. Beyond embarrassing & now owe$1600. I’ve since separated (soon to be divorced) from my wife & moved out, but now, my wife is unable to establish service in her own name! I would just like to be able to start a new payment plan & be responsible for this debt & would like my ex-wife to be able to get her own service in her name ASAP. Her name was never even on my account, and I am the only person responsible for this past due $1600. No one deserves to have to live life without hot baths or showers nor a stove or heating. This is awful customer service and cruel with no other gas co available.

  Business Response

  Date: 10/31/2024

  *** ******* *

   

  Thank you for your email this morning.  I went back through my archives, and I do not see an earlier email in October regarding this complaint.

   

  I apologize for the delay.  Listed below are the facts as I understand them.

   

  • The first invoice that produced on this account was mailed on 11/29/2022.  The invoice was for $171.68 and had a due date of 12/21/2022.  A review of the account shows that the invoice was mailed to the service address and read:

   

  ******* ***** *** ** ***** *** *** * * *

  Camden, AR  71701

   

  • From November 2022 forward to July 2024 we mailed 21 invoices total. 

   

  • 10/11/2023 - The first contact we had on this account was a telephone call from the neighbor on 10/11/2023 who told us that her address was very similar to her neighbors and wanted to know that we had left the tag at the wrong address.  We thanked her for her call and assured her there was no issues with her account.  A new order was issued to leave a tag at the correct door.

   

  • 10/12/2023 – The second note on this account was an internal note explaining that the door tag was left in error at 102 S. Haley and should have been left at *** ** *****.  The Collections Department CSR attempted to call the customer at 12:06 p.m. on 10/12/2023 and received a telephone message stating “The number you have called is no longer in service”.

   

  • 10/25/2023 – A call was received at 10:30 a.m. from ****** ***** who wanted to make payment arrangements on the account.  The CSR asked for information to identify the caller and asked for the ID that was on the account and the caller was not able to provide any of the information.  That being the case the CSR asked that the caller be able to provide the information requested or ask *** ***** to call.

   

  • 10/27/2023 – We received a call from *** ***** who wanted to make payment arrangements on the account.  The CSR explained that an order was in the field and we would not be able to make payment arrangements at this late date.

   

  • 11/03/2023 – Call received from ****** ***** who asked to make payment arrangements.  CSR advised once again the account was subject to disconnect and would not be able to make payment arrangements.

   

  Some time went by and our next call from the customer was on 06/28/2024 when a call came in asking to establish service in another name at this address.  Caller was advised that there was an outstanding bill at this location and that would need to be paid first, or provide proof that caller was the new tenant this location.  Call was disconnected.

   

  • 08/30/2024 – Call received wanting to know balance on the account and if we had the name of any assistance agency that might be able to assist.  The CSR gave the number to CADC in the area.  Caller stated that he was going to try and make payments on the account.  Service was disconnected on 06/17/2024.

   

  • 09/03/2024 – Caller identified himself as ******** ***** that he was going to try and start making payments.  CSR advised that service could be reconnected when balance was paid.

   

  • 10/17/2024 – ****** ***** called trying to get service connected in her name at this same address.  Was told bill would have to be paid.

   

  Based on our conversations with ****** ***** we are under the impression she is still at this address.

   

  There have been no payments on the account in almost two years.  We want to work with *** *****, but we need the following:

   

  • A payment in the amount of $831.30.  Once this payment is made and successfully posted to the account and we can set the remaining balance up on a DPA for 12-months with each monthly DPA installment being approximately $69.27.  The DPA installment and the current bill must be paid each month along with the current bill to remain active.  If either amount, the DPA installment or current bill, is not paid on the due date the account will be subject to disconnect and any remaining balance owed will be due at once.

   

  If I can answer any other questions you may have regarding this account or the information included in the email please let me know.

   

  ***** ********

  
  

  Business Response

  Date: 11/04/2024

  *** ******* *

   

  In an effort to work with the customer we will be willing to extend the terms of the Delayed Payment Agreement (DPA) from 12-months to 18-months which will lower the DPA installments each month significantly.

   

  ***** ********

  Customer Answer

  Date: 11/04/2024

  
  Complaint: ********
  
  I am partially rejecting this response.

  I appreciate the follow-up and for offering to extend the payment plan option. I also appreciate the company’s efforts to align with Arkansas Public Service Commission (APSC) guidelines in its recent responses. However, I must reiterate that the handling of my account’s disconnect notice and my attempts to resolve the balance did not follow these guidelines initially, which has caused both significant inconvenience and personal embarrassment.
  
  
  Key Issues with Disconnect Notice and Payment Options
  
  1.Disconnect Notice Requirement:
  Per APSC guidelines, utilities are required to provide at least five days of written notice before suspending service, with an additional three days for mail delivery if sent by mail. I did not receive proper notification by mail or any other method. Moreover, the door hanger—a primary notification—was mistakenly placed at my neighbor’s address. This not only failed to alert me of the pending disconnect but also resulted in significant embarrassment. My neighbor was notified of my financial situation without my consent, which was both intrusive and unnecessary, and left me unaware of the urgent need to act before disconnection.

  
  2.Denied Opportunity to Prevent Suspension:
  APSC guidelines also state that utilities must give customers 24 hours to make payment at an authorized location if field agents are unable to accept payment on-site. However, once my account reached the “in the field” status, I was told no arrangement could be made, effectively denying me the opportunity to prevent disconnection. This was particularly frustrating because I was prepared to make an initial payment of $400 as part of an agreed arrangement.

  
  3.Missed Payment Plan Opportunity in October 2023:
  When I initially contacted customer service in October 2023, I was assured that I could pay $400 up front and spread the remaining balance over future bills. When I called back the next day, however, I was abruptly informed that a pending disconnect order now blocked me from setting up any arrangement. This sudden reversal not only limited my options but allowed the debt to grow to an unmanageable amount.
  
  
  Resolution Compromise: 

  
  In light of these issues, I respectfully request:
  
  1.Adjusted Payment Plan Terms: I am willing to pay $450 up front and spread the remaining balance over 12 months, rather than 18. I believe this is a fair adjustment and compromise given that I had intended to begin payments when my balance was half of its current amount and was originally offered a similar plan.
  2.Waiver of Additional Security Deposits or Charges: I appreciate that certain fees have been waived, and I request that any additional deposits or fees remain waived to facilitate a fair and feasible path forward.
  
  
  While I appreciate the company’s recent efforts to comply with APSC guidelines, I believe this resolution aligns even more closely with the consumer protections APSC provides. Should we be unable to agree on these terms, I may need to consider filing a formal complaint with the APSC to ensure my concerns are addressed.
  
  
  Thank you for your attention to this matter. I am hopeful we can resolve this without further escalation, and I am prepared to make the $450 payment immediately upon approval.

  Sincerely,
  
  ******** *****

  Business Response

  Date: 11/26/2024

  *** ******* –

   

  The company stands by our original offer of restoring gas service upon payment of $831.05 and placing the balance on a Delayed Payment Agreement between 12 and 18 months.  The company is being far more liberal than the APSC General Service Rules require, and we have an obligation to other customers to follow the rules.  An allowance has been made for *** *****, far more accommodating than other customers who have had a large outstanding balance.

   

  To date, *** ***** has still made no payment/s on the account showing a good faith effort to reduce the balance.

   

  It is our opinion that we have made several generous offers to work with *** ***** and to date he has not made any acceptable offer, considering the large balance owed on the account.

   

  Please let me know if I can answer any other questions you have.

   

  ***** ********

  Customer Answer

  Date: 11/26/2024

  
  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.
  

  Hopefully this agreement can be emailed to me or placed on my account file.

  Sincerely,
  
  ******** *****

  Customer Answer

  Date: 12/06/2024

  Hello- I need help. The company agreed to allow me to pay $832 with the remaining balance paid over 18 months, however when I call I am told the full balance is due before reconnect can happen and there are no notes stating anything about the agreement made through BBB. Service is still turned off and its freezing. I don't know what to do at this point.

  
  

  **** *****  ************

  Customer Answer

  Date: 12/11/2024

  I attached my payment receipt showing I paid $845.00. What do I need to do to sign the deferred payment agreement and get services restored as soon as possible??? Thanks for your help  

  
  

  Business Response

  Date: 12/12/2024

  *** ******* *

   

  A payment for $845.00 posted today.

   

  We will contact the customer and schedule an order to re-establish service for tomorrow.

   

  Thanks for your note.

   

  ***** ********

• Initial Complaint

  Date:10/11/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife's phone number is **********. It seems that her phone number was blocked. Everytime she calls with her phone it disconnect her call, but when I call on my phone, it is not blocked. This has been happening for several months.

  Business Response

  Date: 10/23/2024

  *** ******* *

   

  We have conducted an extensive and through investigation into this situation and I would like to report the following:

   

  • Summit Utilities does not make a practice of blocking telephone numbers.    
  • A review of this specific number, ***** ******** shows no such block or any action taken on our part that would prohibit a phone call being made.
  • On October 11, 2024, at 1:34 p.m. a phone call was received from this number and a Customer Service Agent for the company spoke with the caller for 14 minutes. 

   

  Any issues making a phone call to our customer service number may be associated with the service provider.

   

  If I can answer any other questions you may have, please let me know.

   

  ***** ********

• Initial Complaint

  Date:10/02/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We initially called Summit Utilities for a kill service to our gas lines. We are demolishing the present home and rebuilding. It has been over 3 months and noone will contact me. The contractor that was hired to build our house had to move on to another job so we lost him because he could not keep waiting on the gas co to kill the gas. I call several times a week but can only speak to customer service who says there is nothing they can do, it is up to the Operations Dept but noone can speak to them. It is ridiculous and my hands are tied, waiting on the gas to be turned off. I have been told NUMEROUS times, that someone from Operations would contact me within 48 hours but I have yet to receive a call from them. It is very frustrating to wait over 3 months to begin our house just because the gas company will not kill the gas and keeps putting me off.

  Business Response

  Date: 10/21/2024

  *** ******* *

   

  Please see the note below from our local office in Hot Springs, Arkansas.

   

  It appears this issue has been resolved.  We apologize for any confusion or delay.

   

  *****

   

   

  *****,

   

  This order was finished on Tuesday, 10/15/24. According to the crew, they had contacted the customer on 10/8 to inform her that they would be there on Monday, 10/14/24 to kill the service. However, their **** * equipment malfunctioned on Monday, so the crew had to return on Tuesday, 10/15 to finish the work. I will get in touch with **** ****** and provide her with an update.

   

   

  Have a great day,

   

  
  

   

  **** ***** Supervisor of Operations | Hot Springs, AR.

  
  

• Initial Complaint

  Date:09/04/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Summit Utilities Oklahoma, ** *** ****, Fort Smith, AR, 72902, provides Natural Gas services for my mentally degraded mother's residence. Without hesitation, they have cut her service due to non-payment. When I contacted their customer service to pay this bill, they refused to speak with me without my mother present or a Power of Attorney. When I stated I am 90 miles away, and this is a critical situation, requesting a supervisor, they refused. KNOWING not allowing me to speak to supervision over the welfare of a citizen, they still refused ANY request for elevation or priority. My mother will suffer and they are KNOWINGLY allowing it.

  Customer Answer

  Date: 09/05/2024

  **** *****

  **** ** ****

  Lawton, Ok, 73505

  Business Response

  Date: 09/09/2024

  *** ******* –

   

  Please read the email highlighted below in yellow. (see attached)

   

  As you can see the details show that the account was turned off for non-pay, the customer did transfer to our third party provider to pay the account, but we did not receive a call back from the customer to schedule an appointment to restore service.  The payment does not automatically schedule a connect order since we do need someone present at the premise in order to connect the service, thus an appointment date is required.

   

  Also, there were some issues for us trying to identify who we were able to discuss the account with and who we were not.  It appears any documentation of a Power of Attorney (POA) was not provided.

   

  An order has been scheduled to reconnect the gas service this afternoon and we should have someone there between now and 6:00 p.m. provided an adult (18 or older) is at the premise this afternoon.

   

  If I can answer any other questions you may have, please let me know.

   

  ***** ********

  Business Response

  Date: 09/09/2024

  *** ******* –

   

  Just a little update.

   

  Looks like the young lady that works in our Lawton office was able to determine that the customer and her Grandmother are neighbors and friends.  The order has been rescheduled for Tuesday to better accommodate the Son and the Mother is not at home.

   

  Thanks,

   

  ***** ********