Complaints

• Initial Complaint

  12/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  So Cal Gas Company has very bad customer service. They turned off our gas for fumigation. They gave a 10 hour window to turn it on. We were running late so we were not home yet. Their call back number does not accept incoming calls. The next appointment is after two days with a 10 hour window. When asked for a shorter window, it is after 18 days. They customer service representative was very rude.

  Business response

  12/12/2024

  A minimum of one business day notice is required to restore gas service due to fumigation.  At the time you scheduled the initial order, you requested a late Saturday appointment.  ******************** Representative explained we only offer an all-day schedule for Saturdays.  Requests for specific time frames are subject to schedule availability.  Additionally,we require an adult on the premises or key arrangements.  You confirmed an adult would be on the property.
  
  It is never our intention to inconvenience our customers: however, we must schedule service orders based on our schedule availability. We maintain an Order Completion Schedule which balances our regularly scheduled order workload in addition to unforeseen emergency situations and priority orders. When we schedule service orders, we attempt to provide our customers with the earliest possible completion date while maintaining a balanced customer order workload.
  
  Thank you for the opportunity to respond to your concerns and explain our position.

• Initial Complaint

  12/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am trying to make a payment online for my so cal gas bill and before it allows me to process a payment it says that it will automatically enroll me in paperless billing with no option to make the payment without enrolling. It says itll notify me when a bill is due. I get a zillion garbage notification on my phone every day to the point they are meaningless I dont check any of them. I absolutely use the mail and like to receive a paper statement, that strips away much of the clutter and I know exactly what is due then I get a paper bill in my hand. I am holding off making my online payment because you need to fix it so it doesnt automatically enroll me in paperless billing. Please fix your online portal.

  Business response

  12/10/2024

  The Better Business Bureau (BBB) has requested we respond to your dispute about SoCalGas trying to force you into the paperless billing option when you attempted to make an online payment.
  
  We have reviewed your account. According to our records,it is set to the paper bill option, and you are being sent a hard copy of your monthly bill. Please be assured that you will not be enrolled in the paperless billing option unless you click the Submit or Enroll Now button.
  
  If you should have any further questions or concerns about this matter, please contact our ************** at ************** Monday through Friday from 7:00 AM to 5:30 PM.
  
  Thank you for allowing us to review your BBB complaint and explain our position.
  

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved in to new property. Opened up new account through *** and thought everything was good. Turns out that our house was ********** I called to get services on and they got them changed but said I would wait 7 days to get it back on. I cant have a house without my stove because I am diabetic and have to cook. They didnt care and I had to wait. No one ever knocked on the door no one gave me notice nothing. I never knew *********** ************ didnt provide gas services. So *** does not care about its customers and does not care about the person. I still have no gas and I cant cook, bathe in warm water or anything.

  Business response

  11/12/2024

  Your recent complaint has been forwarded to this department for review and response. In your complaint, you stated you had to wait seven days to turn-on your SoCalGas **************
  
  Please be aware, SCG operates under the laws of the State of California, as administered by the California *************************** (****). Our policies and procedures are established and in compliance with the Rules and Tariffs that are approved and on file with the ****.
  
  Our RULE No. 3 approved and on file with the **** states, An application for service is required. The gas was on when you moved in because *** has a Soft-Close policy in place and the gas is left on as a courtesy for the next occupant to move in without the hardship of not having gas. The gas usage is monitored and when certain parameters are reached, we take steps before we close the gas service. Based on the amount of usage registered by the meter a letter was mailed to have the occupant call us and avoid interruption. We mailed you the letter on September 9, 2024, advising the occupant Please be aware that your gas service will be scheduled for shut off within the next 30 days unless we hear from you immediately.
  
  On Thursday October 3, 2024, your gas was turned off because we did not receive a response from you about putting service in your name to avoid interruption. We received your call later that day to apply for and restore your gas service and you stated you moved in on August 1, 2024. You also stated if you were diabetic this would be a problem and unacceptable, you did not state you are diabetic and that is why a schedule deviation was not offered to you.
  
  When SCG schedules service orders, we attempt to provide our customers with the earliest possible completion date while maintaining a balanced customer order workload. The types of service orders are prioritized on our schedule by level of safety. We schedule a service order request when we can ensure an Energy Technician will be available to complete the order and we certainly understand the importance of gas service in day-to-day living as we strive to prevent hardship to our customers. Our scheduling is based on a Monday through Friday workweek.
  
  Your order to have service turned on in your name was scheduled four days later on, Monday October 7, 2024.This was the first available date to complete your order. Our records indicate the order was completed on this date at 8:42am.
  
  Thank you for the opportunity to respond to your concerns and explain our position.

  Customer response

  11/13/2024

   
  Complaint: 22380255
  
  I am rejecting this response because:
  
  I called you multiple times regarding having 2 children under 5 in the house with zero hot water or ability to cook. I also explained to the SoCal ****** person that I am diabetic and that eating out is really hard when you have to watch carb/sugar intake. My kids could not bathe we had no gas to power our stove/oven. Im sure you could pull up all the calls if they are recorded. I was also never given anything to say, we are turning off the gas. I had no mail, flyer or attempt to fix. On the day they shut off no knock or anything just some guy coming shutting it off sneakily and didnt even leave note even flyer that said, hey I shut off the gas good luck.I was running around trying to fix my hot water heater before I realized we had no gas. I have a 830 credit score it was very embarrassing to have it off and having to take cold showers to get ready for work without taking my own lunch. I moved in and I signed up for PG&E and they never explained that GAS was not part of what *********** and Electric does. I explained this to the lady and no remorse or anything, sorry you will wait. I called again and nothing.

  I get that late payment people arent important to some businesses but I explained the situation and no one cared. Probably talked to 2-5 people. Even when the guy showed up to turn it back on he said, thats weird they shouldve turned it back on quick because of the situation and specially having two kids under 5. The only guy that cared and turning on gas took him 15 minutes. Im pretty sure I waited 7 days but if it was 5 days then it is still terrible to not have any way to cook or bathe in warm water for 5 days. 

  Im disappointed because I still have to give you money no matter what, house needs gas and SoCal owns all this area without any alternative options. 
  

  Please do not reply with code 303 section b 1 of consumer gas rule 9, states I could do whatever I want. Just reply, we understand your upset and appreciate the feedback, and toss it away like **** other complain.
  

  You guys have a great day and I will make sure I pay my bills every month very early because Im too scared to be a minute late near winter. I have been logging into my account to make sure my payment that is automatically scheduled isnt missed and I get into this terrible situation. I also bought a ***** propane grill ready for the day yall decide to shut me down unannounced for no reason. 

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

  Business response

  11/18/2024

  Your recent reply regarding your initial complaint has been forwarded to this department for further review and response. In your complaint, you mentioned experiencing a seven-day wait to activate your SoCalGas (SCG) service.
  
  Please be aware, SCG operates under the laws of the State of California, as administered by the California *************************** (CPUC). Our policies and procedures are established and in compliance with the Rules and Tariffs that are approved and on file with the CPUC.
  
  As mentioned in our original response, we provide our customers with the earliest possible completion date, balancing customer requests with the availability of our field employees. We schedule service orders only when we can ensure an Energy Technician is available to complete the task. We fully understand the essential role gas service plays in daily life and strive to prevent any inconvenience to our customers. Please be assured we apply our schedule availability to all customers equally.
  
  Our records do show this is a newly constructed home. If you purchased the home from the builder, you should have received a list of utility providers to contact for service initiation. If SoCalGas was not included as your natural gas provider, you may want to follow up with the builder to understand why we were omitted and explain how this oversight has caused hardship for you and your family. If you are renting or leasing the property, the owner or management company should have provided a similar list.
  
  Thank you for the opportunity to respond to your concerns and explain our position.

• Initial Complaint

  10/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  so cal gas has charged us $2370 in a one month period. Our avg trend has been $42 per month.We use a normal amount of gas for the *********************** is no way possible to use as much gas as this company is reporting without creating an extreme health / fire hazard.This company is price gouging us & is threatening to shut off our gas if we dont pay the full amount.This is ************** need representation please.Thank You ****** J. ******** ************ ********************************************************************************

  Business response

  11/04/2024

  Dear Mr.********,
  
  Thank you for bringing your concerns to our attention. At SoCalGas, we take all customer feedback seriously and are committed to ensuring our billing practices are fair and accurate.
  
  Upon reviewing your account, we found that the balance in question, $2,291.26, is not for a single month but rather an outstanding balance transferred from your fiances previous account. This balance has been carried over as she now resides with you.
  
  We adhere to the California *************************** (CPUC) approved Rules and Tariffs.Specifically, Rule No. 3, Application for Service, outlines the concept of Joint and Several Liability. This rule states that if other adults residing at the premises benefit from the utility service, both the applicant (customer of record) and those other adults share responsibility for payment. You may view our Rules and Tariffs at: **************************************************************************************
  
  On September *******, you contacted our *********************** (***) regarding this issue. Our **************** Representative (***) explained that the balance originated from your fiances previous account. You mentioned that you were unaware of this but expressed a desire to pay the balance gradually. The *** provided information on various payment options, and although you indicated you might not qualify for some, the *** mailed you a Medical Baseline Application (MBA)and offered a payment arrangement. You agreed to pay the transferred balance in two installments: $1,185.22 on December 26, 2024, and $1,185.22 on March 26,2025.
  
  We hope this clarifies the situation. If you have any further questions or need additional assistance, please do not hesitate to contact us.

• Initial Complaint

  10/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In June of this year I had an incident where a ********* metere inspector broke a gate on my property after letting himself onto my property without my permission. My meter is on the side of my home, behind locked gates. In the past, inspectors have waited for me to let them into my backyard to do inspections.After the incident, I reached out to my local council member to see what my options were to recoup damages and they both advised I file a complaint with ********* directly and also connected me with his ********* government liaison.Full timeline below:JUN 12 - ********* meter inspector breaks on of the gates at my home. Due to character limits, full incident detailed in separate attachment.JUN 14, I was advised by a Public Affairs Manager that I needed to file a claim which I did that day. JUN 19, I was contacted by the Claims Advisor who was assigned my claim. JUN 24, I replied to her email asking if there was any additional documentation that she needed to process my claim. She did not respond.JUL 27, I followed up with both the Claims Advisor and the Public Affairs Manager as I had not received any email, phone or mail correspondence regarding my claim. Almost a month later, I still haven't heard back despite submitting photo and video materials to support my claim. I also tried checking the claims site but the page had been removed.AUG 21, I forward all my communications to executive leadership at ********* as their claims processors will not reply to my emails or provide any updates. Additionally, ********* had removed their claims page from their website. I receive no response.SEP 6, I receive an email from ********* Public Affairs Manager (whod previously ignored emails from me) after I reached out again to my city council member. She advises that shes looking into my claim and will get back to me. I reply to her email asking whats the *** on getting this resolved as its been 3 months of silence from *********. She never responds.

  Business response

  10/08/2024

  *******. ******:
  
  We have received your complaint and are actively working with our field and claims department to resolve your issue. 

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Gas company was scheduled to service my gas meter and furnace on October 12 2023. An employee arrived to do the service. A gold nugget style ring that sits on my work desk as home decor was stolen by the Gas Company technician. The ring was last seen Wednesday, Oct 11, 2023 evening on the desk, and disappeared Thursday, Oct 12, 2023 after the service. My desk sits between my kitchen/gas line access and the furnace in the basement, to which the Gas Company was servicing on the day in question. The technician needed to walked pass the desk multiple times where the ring sat on a daily basis. Due to no gas or hot water in the unit, no other visitor came by my apartment the entire week. The ring does not leave the desk as it sentimental and valuable. I asked that **** investigate and look into this. The *** never provided his name even when I asked that day. SoCal Gas company elected to ignore my request and not investigate. I reached out to my ******* ***** on numerous occasions. There was no actual investigation or procedure done to look into the stolen item. This is a very scary thought as SCGC send ***s into peoples homes on a daily basis.

  Business response

  09/23/2024

  Dear Mr. ***************** acknowledge the receipt of your recent complaint and wish to inform you that it has been duly forwarded to our ***************** for a comprehensive review.
  
  Our ***************** has confirmed the receipt of your claims form and will be reaching out to you shortly to further investigate the matter.
  
  We appreciate the opportunity to address your concerns and sincerely value your patronage. We hope that your future interactions with our company will be more satisfactory.

  Customer response

  09/30/2024

   
  Complaint: 22256593
  
  I am rejecting this response because: I was told this by previous **** (i.e. ******* *****) and there was no transparency as to the investigative procedure to assure the client, like myself, that something was at least checked into. 
  
  Sincerely,
  
  Obi Ollawa

  Business response

  10/08/2024

  Thank you for your feedback regarding our previous response to the Better Business Bureau (BBB). We understand your concerns about the transparency of our investigative procedures and want to assure you that we take all complaints seriously. Please be advised that our claims department has concluded their investigation on the matter. Please refer to the written communication that has been sent to the mailing address on file for the details. 

  Thank you for your understanding and cooperation.

• Initial Complaint

  08/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made a payment over the phone to ********* for $74.35 on Friday August 23rd. I initially wanted to make the payment online through their website but the link to make a one-time payment gave me an error message when I clicked it. The website was down. So I continued with the automatic payment system over the phone, which I was told was a third-party processing company. I entered the amount like it asked me to: 7-4-3-5. They provided a confirmation code which I wrote down, but they never emailed me or provided any confirmation of the amount that I paid. It wasnt until I checked my bank statement that I saw that I charged me $775.85. I did NOT enter in this number over the phone. I called ********** they transferred me to the third-party processor, when I spoke with the 3rd party, they said they cannot cancel payments only socal gas can. Everyone is giving me the runaround. SoCal gas is telling me that because the payment is pending, they cannot cancel it until its posted which could be up to 48 hours. Mind you, its Friday so that could mean Tuesday. We do not have access to that money because its pending and ********* Is not taking any responsibility for their error.

  Business response

  09/04/2024

  Your complaint filed with the Better Business Bureau (BBB) was referred to my office for review and response. On September 3, 2024, I contacted our ******************************** to investigate your concern. They successfully reversed your credit card payment of $774.35 and left you a voicemail to inform you of this action. 
  Thank you for bringing this matter to our attention. We value you as a customer and hope that your future experiences with our company are more positive.
  

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I approved for account balance forgiven for a balance of ******* for address on **************************************. I moved to to new address 7 months ago , now I'm getting billed the ******* I contacted the SoCalGas, the representative tells me because I did not keep up with payments on my account, that's why now I'm responsible for this amount. I was not informed when they told me my bill was forgiven that if missed payments , I would be billed for the forgiven amount. I was not informed and spoke two different representatives in two occasions.

  Business response

  08/09/2024

  The Better Business Bureau has requested we review your complaint and respond to your concerns regarding your account being removed from the ******************** Plan (***).
  
  In your correspondence you state SoCalGas failed to inform you of the requirements to remain enrollment in the *** program; more specifically, if a bill was not paid by the due date and in full, participation would be terminated.
  
  Prior to enrollment, during enrollment and after enrollment this information is provided to all customers to ensure they receive full benefit of the *** program.
  
  Our records indicate original enrollment in the *** program was done online for your previous address via the SoCalGas website (www.socalgas.com) on October 3, 2023.By choosing to enroll online it is the customers responsibility to read all information provided regarding qualifications and terms for remaining on the program.
  
  The terms for the *** program were first provided prior to logging into My Account. The disclaimer provided reads Past Due Bill Forgiveness: The ******************** Plan can forgive your eligible past due bills when you make full,on-time payments of current and future bills.
  
  Once logged into My Account, in Step 1 of 2 Enroll, the same requirement is provided again above Account Holders Information. And once again at the bottom of the same page the section How It Works:
  
  Your eligible debt ($2,434.88) will be set aside and forgiven.
  The total amount to be forgiven will be divided into 12 months, which is the duration of the plan.
  With each on-time monthly payment of your natural as bill made in full, 1/12th of your debit will be forgiven.
  After 12 months of current bills paid on time and in full, your total eligible debt will be forgiven.
  
  Similarly, on the date of enrollment, October 3, 2023, a confirmation letter was mailed confirming your enrollment in the *** program. In this letter it reiterates With this plan, a portion of your past due bills will be forgiven with each current and future bill payments made on time.
  
  On October *******, per a request made online, your previous account was closed and therefore the account was terminated from the *** program. On January 25, 2024, you requested your new account be reenrolled in the *** program. After reviewing your account, an *** representative attempted to contact you on January 26, 2024,to inform you the account could be enrolled and asked for you to call back. As of February 6, 2024, we had yet to receive a call back, however your account was reenrolled on the *** program and your outstanding bill of $2744.07 was temporarily forgiven. On this same day, another enrollment letter was sent, noting With this plan, a portion of your past due bills will be forgiven with each current and future bill payments made on time.
  
  On March 5, 2024,a bill for only current charges was mailed, with a due date of March *******.
  
  On ***** 3, 2024,a bill for your March and ***** charges was mailed with a due date for your current charges due ***** 24, 2023. The previous balance was listed with a due date of due now.
  
  On May 2, 2024, a bill for your March, ***** and May charges was mailed with a due date for your current charges of May 23, 2024. The previous balance was listed with a due date of due now.
  
  Due to not receiving a payment for three months in a row, your account was terminated from the *** program. There is a 12-month waiting period before you may be eligible for reenrollment. Once the waiting period has expired, you may call our *********************** (CCC) at ************. If at that time, the *** program is still available, and it is determined you are eligible, you will be enrolled once again.
  
  Our records show on July 30, 2024, you were granted an extension allowing you to make payments equaling the past due amount of $2948.49 over the next 24 months beginning on September 24, 2024. This extension was granted with the understanding that along with these payments, each month your current bill will be paid on time and in full. If you need further information regarding this extension, you may call our CCC for exact dates and amounts.
  
  SoCalGas offers several other assistance plans to our customers. If you believe you may qualify for any, please visit www.socalgas.com/save-money-and-energy/assistance-programs for complete and up to date information. You may also reach out to our CCC for further information.
  
  Thank you for the opportunity to review your complaint and address your concerns.

• Initial Complaint

  08/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Heater installed through Energy Saving Assistance Program (Heating Repair Replacement Program), 1/27/2020 subcontractor. Advised by Gas Company coverage repair covered for 1 year. ****** was not working Gas Company came out 12/20/22 said Acidic condensate from Transit vent pipe, contact private heating company. Had gas company come out 6/12/2024 to look again at heater advised transit pipe sweating, hot pipe inside it(what???) said whoever put heater in did not complete the job. Gas man left without giving me any documentation of what he saw. Good thing I took notes. Called Gas company 6/13/2024 9:29am was told by **** that we had to go through Energy Assistance Program. I don't want help from program. The problem is the company that Gas Company contracts through didn't do the job correctly the very first time and are responsible on fixing it. Doesn't make sense for us to pay to have it fixed. What kind of contractors does Gas company work with? Not a company that I would deal with. Unreliable and definitely unprofessional, they don't make the Gas company look good.

  Business response

  08/08/2024

  I am writing to inform you of the resolution concerning your complaint with SoCalGas about the
  heater installation performed in 2020 by a subcontractor under our Energy Saving Assistance
  Program (ESAP).

  
  On August 3, 2024, our ********************************* was contacted to address your
  concerns. According to our records, an appointment was scheduled for August 8, 2024, for a
  field representative to verify further details of your complaint.

  
  Following the inspection, our project manager and subcontractor determined that repairs are
  necessary for the vent and furnace in your home, which will be completed accordingly. Please
  note that we are committed to ensuring these issues are resolved promptly and to your
  satisfaction.

  
  We appreciate the opportunity to address your concerns and value you as a customer. We hope
  that your future experiences with our company will be more positive and satisfactory.

  Customer response

  08/18/2024

   
  Complaint: 22067633
  
  I am rejecting this response because:
  We have appointment Thursday 8/29/2024 to have heater fixed. Want to make sure its done to our satisfaction.
  Sincerely,
  
  *************************

• 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,
  
  *************************

*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. ↩