Complaints

This profile includes complaints for SoCalGas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

SoCalGas has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  SoCalGas

  555 W Fifth St STE 1700 Los Angeles, CA 90013-1011

• 

  SoCalGas

  PO Box 1626 Monterey Park, CA 91754-8626

• 

  SoCalGas

  131 Center St Promenade Anaheim, CA 92805

• 

  Southern California Gas Co.

  404 N Tipton St Visalia, CA 93292-6407

• 

  Southern California Gas Co.

  134 East Victoria St. Santa Barbara, CA 93101

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:08/30/2024

  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 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

  Date: 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

  Date:08/05/2024

  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.

  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

  Date: 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

  Date:08/02/2024

  Type:Order 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.

  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

  Date: 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 Answer

  Date: 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

  Date:06/21/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:04/16/2024

  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.

  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

  Date: 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

  Date:04/15/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:03/15/2024

  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.

  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

  Date: 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

  Date:03/12/2024

  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.

  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

  Date: 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

  Date:02/12/2024

  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.

  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

  Date: 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

  Date:02/12/2024

  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.

  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

  Date: 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.