ComplaintsforSoCalGas

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  around mid april 2024 my water heater went out; called gas ** they came and wrote 'bad thermo**uple 4mv in closed circuit' said it was better to replace. I called the gas ** and asked about financial assistance for low in**me, they asked for my annual in**me (SS) said i would qualify but Synergy Companies will prequalify you for assistance, 'this would take about 5 weeks before you get a water heater, can you live without hot water', i said i had no choice. On May 1 synergy **mpanies arrived and took all my personal in**me info and even accessed my SS ac**unt to get a **py of my SS statement. He stated that i qualify not just for a WH but a thermostat and possible insulation. Stated that when i pay my gas bill am also paying for financial assistance when needed. i stated i have never used this feature and was very greatful. he left two hours later and said a rep will **me within two weeks to install the *** about a week later a rep came and looked lost, he asked to **me in and started looking around, at this point i asked what he was looking for, he stated 'what did you expect from me'. i told him that his company said he would **me within two weeks and install the *** new thermostat and check insulation. he laughed and said he never said that we started arguing and i told him to leave. he stated that 'the gas company has no more money to assist clients in need' he said i should call his company and ask for another agency to help. i called other agency three times and left messages. I got some money and paid for a wh $1900.00

  Business response

  07/02/2024

  BBB Complaint Case: 21863935

  Dear ******************,

  I am writing to inform you of the resolution regarding your complaint with SoCalGas.

  
  On June 24, 2024, I contacted SoCalGas Customer Programs (CP) department to address your
  concerns related to contractor Synergy Companies. Our records indicate that an appointment
  was scheduled for a field representative to verify further details of your complaint.

  
  On July 1, 2024, we were informed an agreement was reached between both parties, which
  may include attic insulation and other measures provided by Synergy.

  
  Thank you for the opportunity to address your concerns and hope that future interaction with
  SoCalGas will be more positive.

  Customer response

  07/15/2024

   
  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

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I keep getting hacked in my online So Cal Gas account. # ************ 5. This has been going on for months now. I have changed my password and added 2 step authorization and still having issues. So Cal Gas has access to my private information. Today 3/8/2024, I attempted to call So Cal Gas customer service department and after an hour on hold got no resolution. I was being transferred to the "online department" and when i get connected it is the wrong department and I am put back on hold. I spoke to 4 different representatives and explained my concern about my security with no luck in getting any resolution. Last 2 representaives i spoke to were not very helpful. ****************** and ********************. I just want to know that my utility company has good security with my private information and have not been able to get any information or even talk to anyone at So Cal Gas to get my issue looked at and resolved. At this point, I do not feel that my information is secure with So Cal Gas online account.

  Business response

  04/26/2024

  On April 16, 2024, we received your complaint filed with the Better Business Bureau (BBB), and
  it has been forwarded to my department for review and response. We want to assure you that
  we take your concerns seriously and are committed to ensuring that our practices are accurate
  and fair.
  

  Upon receiving your complaint, we directed it to our ******************************** (***),
  which manages the enrollment of the 2-Factor Authentication (2FA) for My Account, for further
  evaluation. After reviewing the internal logs regarding the unsolicited authentication codes you
  received, it appears that there was no unauthorized access. Each text was initiated by you and
  sent promptly upon your request. We recommend checking if anyone else has access to your
  accounts, as each request was made from your account. Additionally, you may wish to contact
  your carrier to inquire if there are any delays in receiving texts. From our system, each text was
  sent immediately after each request from your account.

  ************************, SoCalGas makes every effort to prevent third parties from acquiring, altering,
  or destroying information provided to SoCalGas through this website. These efforts include
  monitoring network traffic to detect unauthorized attempts to upload or alter information and, in
  some cases, encrypting sensitive information using Secure Socket Layers (SSL) or similar
  technology. Monitoring is also conducted to prevent any illegal activity that could expose
  SoCalGas to legal liability or damage. SoCalGas is committed to maintaining the security of the
  website and ensuring its ongoing compliance with the law to keep this service available to all
  visitors.
  
  While SoCalGas takes commercially reasonable measures to prevent unauthorized third parties
  from acquiring Personal Information submitted to SoCalGas on this website, it is possible for a
  third party to unlawfully intercept or acquire this information. For further information on our
  Privacy Policy, please visit: socalgas.com/privacy-policy.

  We understand your frustration with being transferred from one Customer Service
  Representative (CSR) to another without being able to speak to anyone in our ***. Please
  note that on March 8, 2024, when you called, the *** was closed due to a staffing shortage,
  and unfortunately, your concerns did not reach them as intended. We are currently investigating
  this issue and will follow up with our *** accordingly.

  Thank you for the opportunity to review your complaint. We value you as a customer and hope
  that future contact with our company proves more positive.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was enrolled into the *** program the last payment I made I signed in and paid online and selected the option to make sure all future payments are taken directly out of my account. I received a letter saying I was terminated from the Program for non payment when I made sure I selected for it to be taken out of my account moving forward so I wouldnt forget. I called the rep said I dont see that so u will be responsible for the full amount or call a another program to get help which I dont think is fair because I know I selected it to be taking out of my account monthly. She then goes we can do a 6 month payment arrangement where u pay 900 in two parts like on top of other bill who has 1800 to give on hand. I explained to them I was coming off being off work for months to take care of a sick family member who ended up passing. The issue is I set up the option online & they said it didnt go through. Ive been seeing online other customers complaining about there site being poor connectivity & up & down & experiencing issues with extensions not going through etc . I also asked for a supervisor & never received one

  Business response

  04/22/2024

  The Better Business Bureau has requested we review your complaint and respond to your concerns regarding your account. In your complaint you state you believe you enrolled your SoCalGas account in Automatic Monthly Payment at the time of your last payment, but you were terminated from our ******************** Plan (AMP) for non-payment.
  
  Our records show on August 28, 2023, you called our *********************** (CCC) to request information regarding AMP. Our **************** Representative (***) informed you the account was eligible to be placed on AMP. After explaining the requirements of the plan, you accepted and the amount of $2150.67 was removed from your account. The *** also explained no payment was due at this time, and the next payment would be for your September bill. A follow up letter was mailed to you with confirming information regarding AMP.
  
  Our records indicate your December 2023 bill for $96.09 was mailed December 11, 2023, with a due date of January 3, 2024. Your January 2024 bill for $133.65 was mailed on January 11, 2024, with a due date of February 1, 2024. However, because we had yet to receive your December payment, the bill mailed on January 11, 2024, was for a total balance of $229.74.
  
  We show a payment of $96.09 was made via our website on January 19, *****. You state when you made this payment you enrolled your account in the Automatic Monthly Payment Plan. Because your total balance due on January 19, 2024, was for two months (December and January) had your account been enrolled in our Automatic Monthly Payment Plan, a message would have been displayed stating Your account displays an outstanding balance which will not be covered by our Automatic Monthly Payment Plan. Please make a one-time payment for your current balance. Your Automatic Monthly Payment Plan will begin on your next bill.
  
  With this being the case, a payment of $133.65 for the January 2024 bill would have needed to be made by you before the Automatic Monthly Payment Plan would go into effect. We have no record of a payment for $133.65 or of your account ever being enrolled in the Automatic Monthly Payment Plan.
  
  After a thorough investigation of your account and ********************** records, we have found no information which might substantiate reenrollment in AMP.
  
  Thank you, ********************, for the opportunity to respond to your question and explain our position. 

  Customer response

  05/17/2024

   
  Complaint: 21388598
  
  I am rejecting this response because:
  
  I thought I was enrolled in automatic payment but realized I wasnt once I received the termination letter but again as I stated I was having issue with the site timing out . And that caused for me to be terminated from the program and now I have to pay this huge lump sum without the means to do it. 
  Sincerely,
  
  *******************************

  Business response

  06/07/2024

  The Better Business Bureau has shared with us your response to our reply regarding the removal of your account from the ******************** Program (AMP). Another thorough review of the sequence of events and all available information regarding your request for reinstatement on AMP has been completed and the same conclusion has been reached. Therefore, our position remains the same.
  
  As previously stated in our response on April 22, 2024,we have no record of account being placed on the Automatic Monthly Payment program. The bill mailed January 11, 2024, showed a balance due of $229.74,with a due date for the current charges of February 1, 2024. When you made the payment of $96.09 on January 19, 2024, this left a balance of $133.65. We have no record of a payment of this amount being made, and had your account been enrolled on Automatic Monthly Payment this payment would have been made via this method.
  
  The bill for the following month, mailed on February 9, 2024, showed a total balance due of $281.41. Again, if your account was on Automatic Monthly Payment, then your balance would have been for only one month,as the previous month would have been automatically paid. This was not the case as the $281.41 was for the January and February 2024 bills.
  
  Notwithstanding, we have no record of your account ever being placed on the Automatic Monthly Payment program, therefore you were and are responsible for making monthly payments. If you would like to be placed on the Automatic Monthly Payment program, you *** do so by visiting www.socalgas.com.Please know in doing so, you will receive confirmation at the time of enrollment.As well, when logged into your online account, there are clear indications your account is enrolled. If you have any questions regarding enrollment or encounter difficulties, please call our *********************** at **************.
  Because we understand the financial issues you *** be experiencing, below is information on assistance programs available to customers:
  Medical Baseline Allowance (MBA): This program provides additional natural gas at the lowest baseline rate for individuals with serious medical conditions.
  Low ****************** Assistance Program (LIHEAP): This program is a federally funded energy assistance program that *** help you pay your utility bill if you are income qualified.
  Gas *************** (GAF): SoCalGas has partnered with United Way of Greater Los Angeles to provide customers who are having trouble paying their bills with a one-time ***** for the amount of their gas bill, not to exceed $100.?
  Energy Savings Assistance Program (ESAP): Eligible customers can save energy and money through professional home improvements at no cost.
  Level Pay Plan:?The plan helps smooth out the *** and downs of your monthly gas bill by averaging annual gas consumption and costs over a 12-month period.?You pay an average bill amount each month instead of actual charges.?The Level Pay Plan is not a discount program; no savings or lower rates are involved.?
  211 Program: The national dialing code for free, 24-hour access to health and human services information and referrals.
  USA Cares: Although not a SoCalGas program, it provides assistance to post-9/11 veterans and military families from all branch services. Visit usacares.com for more information.
  24 Month Payment Plan: The 24 Month Payment Plan (24MPP) provides eligible residential customers the ability to pay overdue balances over 24 months.
  
  Thank you, ********************, for the opportunity to respond to your question and explain our position. 

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  SoCal Gas just shutoff my gas in the middle of winter without warning. I just took over this unit and there was no letter sent to my address about setting up service so I go to cook dinner on Valentines Day and my gas is completely off in my unit. No letter sent or on the door handle just cutoff. Ive been here two months and it just cut off. Now they cant make it out for a week. This needs to be resolved asap. This is completely unacceptable. If they had literally sent a letter like ************************ I wouldve set it up that day but no letter was ever received. Id like this looked into.

  Business response

  03/19/2024

  Your complaint filed with the Better Business Bureau has been referred to SoCalGas for response.  You expressed dissatisfaction with the scheduling of your service order to restore the gas service after it was closed for usage on a soft close meter.
  
  Let me first explain, SoCalGas has a Soft Close Policy.  When a customer moves, the ********************* preference is to read the meter and leave the gas on (soft closed) so service can be readily available for the next occupant. *** previous occupant at the address in question requested the gas service be taken out of their name as of October 4, 2023, and the billing stopped.  On October 16, 2023, a tag (Form 6552) was left on the door advising that the gas is on temporarily; and, to avoid gas service from being interrupted to call ************** or visit www.socalgas.com.  ******** continues to be consumed and we do not receive a request to start service, the meter will eventually be turned off.
  
  On January 15, 2024, a letter was mailed to the service address advising the occupant to call SoCalGas to prevent interruption of service.  *** meter was closed and secured with a locking device on February 14, 2024.  That evening, you called our *********************** to have the gas service established into your name; December 1, 2023, as your move-in date.  ********************* is not a task that is automated.  *** Energy Technician is required to inspect the meter and appliances for safety and efficiency; check the line valves and capped lines to ensure there is not gas leakage, light pilots, and provide notification of any hazardous or unsatisfactory conditions.  ******************** Representative (CSR)offered the first available date on Tuesday, February 20, 2024.  You could not be there because you were flying back into town that day.  *** CSR scheduled your service appointment for February 21, 2024, with a morning 4-hour window between the hours of 8:00 a.m. and 12:00 p.m.
  
  Types of service orders are prioritized on our Order Completion Schedule by level of safety.
  As long as a leak or emergency condition is not present, regular service appointments are typically scheduled for a future date.  All of our appointments are based on schedule availability.  Unfortunately, a sooner date was not available due to the number of service orders already scheduled prior to your phone call.
  
  Our records indicate that your apartment is supplied hot water from a central water heater.  *** gas meter that serves your apartment is for cooking and space heating.  After inspecting the meter and your appliances for safety; your gas service was successfully restored, as scheduled.
  
  Hopefully,the foregoing information will help you understand our actions and any future contact with SoCalGas will prove more positive.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 2/7/24 i scheduled service for a water heater at my residence that displayed an error code. Reaching out to my gas provider, socal gas, I scheduled an appointment for 2/8/24 through their online automated system. I was given the only timeframe option of 7AM-8PM and scheduled the appointment. On the day of the appointment not only did I wait over 4 hours , no offer or suggestion by the company to mediate the lengthy wait time was provided. I contacted customer service at 12:40 and asked for any possible assistance or timeframe as to when the technician would arrive. The attendant not only did not provide me with an update, she mentioned that my appointment was scheduled between 7AM-8PM so that I would just have to wait until the technician arrived. This is appalling that a customer should have to wait over 4 hours for a technician only to be told keep waiting . All without hot water or service. Although it would be practical to leave and continue with my day, the mention through the website that someone 18 years or older must be present for the appointment hinders that ability. Horrible customer service with no real communication besides thank you for being a socal customer , at this point Id consider another company.

  Business response

  03/18/2024

  Dear ******************:
  
  The Better Business Bureau (BBB) has requested we respond to your complaint regarding the length of time you had to wait for ************** to arrive at your residence and service your water heater.
  
  As a courtesy, we will inspect and adjust gas equipment at the customers request.For clarification on the extent of our responsibility regarding your gas service, please visit the California *************************** (CPUC) website at *********************** to view a copy of our CPUC approved Rule No. 26, Consumer Responsible for Equipment for Receiving and Utilizing Gas.  In short, Rule No. 26 states, the consumer is responsible for the selection, installation, operation,maintenance, or condition of any consumer equipment.
  
  We maintain an Order Completion Schedule (OCS) to balance the workload and allow the earliest possible completion date for our customers service order requests. The service orders are prioritized by type and level of safety on our OCS, with safety as our highest priority. Our schedule fills up quickly during peak seasons in both summer (when school is out, and customers are moving) and winter (when the weather turns cold, and customers need more heat and hot water). We schedule a service order request when we can ensure an ET will be available to complete the order. Our ETs must inspect the meter for safety before and after turning the meter on. They must also inspect the appliances for safety and efficiency; check the line valves and capped lines to ensure there is no gas leakage; light pilots; and provide notification of any hazardous or unsafe conditions.
  
  Our records show, on February 7, 2024, you scheduled an order via our SoCalGas website to have a technician sent to your residence to service your water heater. Based on our OCS, you were offered the next day, February 8, 2024, for an all-day call between the hours of 7:00 AM to 8:00 PM.
  
  For your reference, when a morning or afternoon time frame is not available on a same-day order, we give our customers the option of scheduling the order for a future date if they want to narrow down the wait time to a morning or afternoon time frame. We also offer key arrangements, such as leave the key with a neighbor (up to 2 blocks), or manager, hide the key under the door mat. For clarification, these options were also made available to you at the time you scheduled your service request,albeit, on a future dated basis.
  
  ******************,please be assured, it is never our intention to inconvenience our customers. If in the future, we are unable to meet your scheduling needs, you may wish to consider other service options, such as a qualified professional or appliance service company.
  
  Thank you for the opportunity to review your complaint and explain our position.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told to be home from 5-8 pm to get two gas appliances turned on tonight, ***. 31, 2024. I left work early and rushed home as fast as possible to be here by 5 pm. At about 6:16 my phone rang about four times, When I went to pick it up, it had already gone to a message saying that someone would be coming by. No time was specified, but a bit later, I heard the tiniest kind of knock so that I thought I was imagining it or it was at the neighbor's house or from the backyard even. I opened my back window directly across from my front door and yelled out the window. All was silent so I also went to the front window and called out multiple times. No one answered. This is a small apt over a garage. There was no utility truck in the driveway or street anywhere to be seen. There was plenty of room in the driveway to park. A few minutes later this whole scene is replayed. I almost think I am I imagining the knock again. Mind you- ppl knock on my door all the time and it is easy to identify people being right at my door at my small apt. These knocks sounded tiny and far away. After contacting ********* and being on hold forever, they tell me someone came to my door. I told them there was no way someone was at my door so I opened it and was astonished to find a note on the doorknob saying they had been there. I was told by ********* that I could reschedule for tomorrow if I stayed home from work the whole day. I do not believe for a moment that the person here WANTED to make contact with me. There is absolutely no way they could NOT have heard me yelling and that knocking was not meant to be heard by anyone. I believe this was an attempt o be able to cross my address off the list so the worker could move onto the next address as quickly as possible. Also, why didnt they try calling again once they were here? I tried calling the number back but it was a ne way number. I do not appreciate being a **** in someone trying to make it look like they tried to hook up my gas. I would like an actual attempt to make contact.

  Business response

  02/13/2024

  The Better Business Bureau has requested we review your complaint and respond to your concerns regarding a missed service call on January 31, 2024.
  
  Our records indicate ************************* called our *********************** (CCC) January 30, 2024, stating both the heater and water heater stopped working. An order was placed to have an Energy Technician (**) service the appliances on January 31, 2024, between 5pm and 8pm.
  
  On January 31, 2024, before arrival our ** called the two numbers listed on the service order and received no answer. A message was left stating he was on his way. The ** arrived at the residence at 6:09pm. He knocked on the door twice attempting to contact an adult on the premises. As there was no response a note was left on the door advising an attempt was made to complete the order, but as no adult was home the order was incomplete. The ** left the premises at 6:19pm.
  
  On the same day at approximately 6:53pm, ************************* called our CCC to inquire about the order. She was informed the above information and our **************** Representative (***) offered to schedule another order for the following day as an all-day appointment. ************ became upset insisting we come out again that evening, stating she heard a faint knock at door and looked out the window. Not seeing anyone, she yelled out the window but received no response. She states she saw no SoCalGas truck parked in the driveway and saw no one in the area. ************ states again she heard the faint knock, but again not seeing anyone out of the window, she called out, again not getting any response. The *** once more explained the soonest another ** could arrive would be February 1, 2024. ************ became more upset and disconnected the call. No order was issued.
  
  On February 1, 2024, ************ called again to schedule an order. The *** offered February 2, 2024, either in the morning or the afternoon. ************ stated she was not able to miss work and refused to schedule the appointment and requested to speak to a supervisor. After a lengthy conversation and to accommodate ************, the supervisor scheduled an order for February 5, 2024, between 5pm-8pm and issued a complaint from *********** to have a Field Supervisor contact her regarding the missed January 31,2024, order.
  
  In response to the complaint filed, a Field Supervisor contacted ************ shortly after the complaint was issued to address her concerns. He explained after speaking with the **, all procedures were followed in attempting to complete the order on January 31, 2024. The ** called two different phone numbers on the order and received no answer. He also knocked at the front door twice, no one answered, and then the appropriate notice was left at the front door asking the customer to call our CCC to reschedule.
  
  Later the same day, ************ called back to reschedule the February 5, 2024, appointment. She stated she would be available for an order for February 2, 2024. The *** obliged and rescheduled the order for February 2, 2024, between 7am and 12pm. Our records show this order was completed on February 2, 2024, at approximately 7:45am.
  
  After a complete review of the orders and information provided by ************, the ** and the Field Supervisor, all indications are procedures in place to ensure all orders are completed as scheduled were followed.
  
  Thank you for the opportunity to review your complaint and address your concerns.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initially reported a gas leak in my household on 1/22/24 at 5:**** and a second time at 7:35pm and So Cal Gas was quick to send out a technician. It was determined that the gas leak was coming from my indoor heating furnace, at the line valve and connector the gas was shut off. On 1/27/24 my landlord sent a repair man out to come and check/fix the issue and was told there was no gas leak however, they couldn't because they informed us that an order would have to be put in place to turn the gas back on and unlock the lock. So on 1/27/24 I had called So Cal Gas and spoke to a customer service representative ****. While on the phone the customer service representative **** started arguing with me that the field gas technicians remarks stated they didn't find any gas leak at all. I was totally confused because when the gas technician showed up at my home he put his gas detector at the heating furnace and it started beeping loud and faster. The gas technician stated that the gas leak was very high. So while on the phone on hold with the So Cal Gas customer service representative he comes back on the line and says " upon further investigation of your records that the technician did find on 1/22/24 a gas leak at your home that needed repairing." By this time the other technician/repair man had left because he was told by So Cal Gas that there was never a gas leak. I am an elderly disabled woman in my 60s so this has been really tough and is unfortunate to see how little a company cares for its customers where a person could have died.

  Business response

  02/16/2024

  Dear ************,
  
  As all calls to our *********************** (CCC) are recorded for quality assurance purposes, we were able to listen to the recorded telephone conversations made by you regarding the leak at your home. We have completed a thorough review of your account, and the following is a summary.
  
  Our records indicate you called our CCC on January 22, 2024, to report an odor of gas in your home. Our **************** Representative (CSR) issued a same day order. Upon arrival our Energy Technician (ET) found a leak on the connector to your heater. He made the necessary repairs and found no additional leaks.
  
  You called on January 22, 2024, stating we had made a repair; however, you were still smelling gas. Our CSR issued a same day order. Upon arrival our ET was unable to detect a gas odor, however. you requested the gas be left off for safety.
  
  Our records indicate you called on January 27, 2024, requesting we come out and remove the lock so your repair man could fix the leak. You advised our CSR he needed the gas on to find and fix the leak. Our CSR advised you we do not turn the gas on for the repair man to find and make repairs. He advised you a Qualified Professional knows how to find the leak without the gas being turned on. He spoke to your repair man and advised him the last time we were out we did not detect any gas odor in the home. Upon further review he did explain we had initially found a leak however, our ET repaired it and found no additional leaks.
  
  On January 27, 2024, we came out to restore your gas service. Our ET safety checked all gas appliances. He found the filter needed to be changed on the heater and there were gaps in the closet around the base of the heater. He left the heater off and A Notice of Hazardous Condition referring you to a Qualified Professional for repairs.
  
  We reviewed the recorded telephone conversations and verified our CSRs handled your service request in accordance with all company procedures and guidelines. Please be assured, maintaining quality customer service is of upmost importance to us. We understand your concern regarding a leak at your home. However, we responded same day to each request, and our ET repaired the leak on his initial visit. Thank you for the opportunity to respond to your concerns and explain our position.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I moved directly Nextdoor, from one residence to another. Before I transferred my gas service my bill was about $40 monthly if that. My new bill after moving is $1300. I called the ****** to inquire and they said someone will call me back. I need this resolved as soon as possible and this is a huge error.

  Business response

  02/01/2024

  Dear **************:
  
  The Better Business Bureau (BBB) has requested we review your account and respond to your dispute of the $1,300 gas bill you recently received. You state, after having established service at your new address, which is directly across the street from your old address, you received a bill for $1,300. Because your monthly gas bills at your previous address were normally in the $40.00 range,you believe a mistake has been made in the current billing, therefore, you request the matter be resolved as soon as possible.
  
  After completing a thorough review of your account, we confirmed that a charge of $1616.11 was transferred to your account in error. Consequently, the $1616.11 charge has been reversed and your billing has been corrected. Your total balance owing for November 20, 2023, to January 19, ****, is $119.26. A Statement of Account will be mailed for your reference.
  
  We regret any inconvenience you may have experienced because of this matter. Thank you for the opportunity to resolve your complaint. 

• Initial Complaint

  01/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I applied for the rebate offered by Southern California Gas Company after I purchased my tankless gas heater in the summer. I submitted all the required documents including the proof of purchase, photos of the equipment mounted on the wall, model number, date of purchase, copy of the credit card charge and the retailer receipt. SCGC has returned my rebate numerous times, each time stating something was missing. I provided all the documents (including a line item of the charge on my credit card which is intrusive) and they still denied my request. The last denial stated that they require my credit card statement showing the charges are paid in full before issuing the refund.I made a lot of changes to my home at the time I changed my water heater, including purchasing a new sink, toilet, tiles and a slew of other things that I am still making monthly payments for. It would take me a while to pay off the credit card debt. It appears that Southern California Gas Company is not acting in good faith to deliver what they promised when consumers opt for energy efficient merchandise. I am asking that the Company issue my rebate as opposed to finding ways to deny my request in bad faith.Here are the dates of enrollments and denial:Applied Application Number 7/13/23 ******** 9/11/23 ******** 11/27/23 ******** 12/9/23 ******** 12/9/23 ******** Denied on 12/20/23 My Account Number associated with SCGC is: ************ 3

  Business response

  01/29/2024

  On January 26, 2024, I contacted SoCalGas' Customer Programs (CP) department to inquire about the status of your rebate. Below is a timeline summarizing the submissions and reviews:
  
  Submission ID: ********
  1st submission was made on July 13, 2023, and reviewed on August 16, 2023.
  Status: ********** ***** due to an ineligible receipt and missing required information.
  Action taken: An email was sent on August 16, 2023, notifying you about the ineligible receipt (gift receipt provided).
  
  Submission ID: ********
  2nd submission was made on September 11, 2023, and reviewed on September 22, 2023.
  Status: *** for missing invoice and model number. 
  Action taken: An email was sent on September 22, 2023, requesting the missing invoice and model number (transaction image from Amazon provided).
  
  Submission ID: ********
  3rd submission was made on November 27, 2023, and reviewed on December 8, 2023.
  Status: *** for missing invoice and rebate requirements.
  Action taken: You called on December 8, 2023, and an email was sent to you on December 8, 2023, for no invoice included (same image as submission 2 provided).
  
  Submission ID: ********
  4th submission was made on December 9, 2023, and reviewed on December 20, 2023.
  Status: Cancelled for duplicate enrollment.
  Invoice that was provided with the statement had no way to link to the same transaction image. Also, a picture from the Amazon website did not show the model number.
  
  Submission ID: ********
  5th submission was made on December 9, 2023, and reviewed on December 20, 2023.
  Status: Cancelled for missing contractor information and model number.
  Action taken: An email was sent on December 20, 2023, for the three missing items (model number, the method of payment (MOP), and retailer details).
  
  In your complaint, you express concerns that SoCalGas is not acting in good faith to fulfill the promises associated with energy-efficient merchandise when consumers opt for such products.
  
  Ms.Hacoobei, we would like to assure you that SoCalGas is steadfastly committed to delivering the programs mandated by the California *************************** (CPUC). Our dedication to providing energy-efficient solutions remains unwavering, and we take your concerns seriously. Our goal is to ensure transparency, reliability, and compliance with CPUC regulations in all aspects of our service.
  Following up on your recent interaction with our CP Department, you provided the missing information related to your rebate application. Unfortunately, upon review, you were informed that the model does not meet the minimum specifications required for eligibility.
  
  For additional information and resources, please visit our website: socalgas.com/save-money-and-energy/rebates-and-incentives/natural-gas-appliance-rebates.
  
  Thank you for the opportunity to review your complaint. We value you as a customer and hope that future contact with our company proves more positive.
  
  Sincerely,
  
  *******************************

  Customer response

  02/07/2024

   
  Complaint: 21066515
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have installed a Security Gate since the last reading. I was at home at the time ***** arrived. ***** will not call. The ***** employee left. I called to make another appointment. I was told remote reading was not working; adjustment had to be made. I was given another date, Jan 28 between the hours of 7am-11am but I would have to leave the gate open all that time. Then, I was disconnected. My call back had me transferred a few times and finally told another on site visit would not happen for 2 consecutive months of inability to read. I wanted to confirm the Jan 28 appointment and could not. ***** should be able to call Customer, rather than allow access to secured property for hours. Such a practice is inconsiderate of current necessary security issues and may be over charging Customers. I want a phone call from the gate so my meter may be adjusted to read remotely and accurately.

  Business response

  01/31/2024

  Dear ******************:
  
  Your recent complaint has been forwarded to this department for review and response. In your complaint, you stated after you installed a new security gate and SoCalGas has been unable to reach your gas meter.
  
  After your gas meter was changed on July 13, 2023, the remote reading device was not transmitting your electronic meter reads to our billing department and a technician was being sent to physically read the gas meter. Due to our inability to gain access to the gas meter your gas bills were estimated for the months of October and December, and adjusted accordingly when we obtained reads on August 16, 2023, September 15, 2023,November 15, 2023, and January 17, ****. You called and were unable to schedule an appointment to have it inspected and/or changed and corrected.
  
  I called you on January 30, ****,and scheduled an appointment on February 2, ****, in the morning. I requested for ************** to call you upon arrival so you can provide gate access.Once the remote meter reading device is corrected you will stop receiving estimated bills and monthly access to your gas meter will not be necessary.
  
  Thank you for the opportunity to respond to your concerns and explain our position. 

  Customer response

  02/08/2024

   
  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,
  
  ***************************

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