Complaints

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

• Initial Complaint

  Date:12/05/2024

  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.

  Requested installation of new gas meter/service at a commercial address since Oct 2024. The tech arrived as scheduled on Oct 31 and couldn’t turn on gas because there wasn’t a meter. The company was informed and aware of this. They also used the wrong unit number, building 3 unit 3 instead of unit 4. Several phone calls to customer service to reschedule were made. The landlord called company to set up service through the commercial division’s rep who didn’t respond until Nov 19 with a service date of December 3. On Dec 3 the same tech showed up to do the installation but the work order was AGAIN incorrect with unit 3 instead of unit 4. He called the rep and asked for a corrected work order and said he’d return the next day. Dec 4 i called the rep and he said the ticket was corrected but service was scheduled for Dec 5. I called customer service dec 5 to ask the status and they couldn’t access the record and emailed the rep to get info and nothing will be done until he responds. Due to poor communication and repeated mistakes regarding the correct address by the gas company, the service has not yet been performed. It’s lovely having no heat in your business garage in winter. For such a large company this is unacceptable. Why can’t they add the new address to the database and start service? Why is it that only a single employee, the commercial rep, is the only person who has any info at all….no one else can find the service order or even the address or confirm a service call is scheduled…..what happens if he’s out of the office for a week? Why isn’t there a courtesy call like every other utility or delivery company makes to confirm with the customer they are scheduled, or call to cancel? Not everyone can afford to take entire days off work and hope they show up (15 minute warning from the service tech isn’t sufficient). This is beyond frustrating. They need to improve their communication both internally and with the customer. There’s no reason for this. Thanks

  Customer Answer

  Date: 12/06/2024

  The service tech showed up on on Dec 5 as promised, at 4:30 pm in the dark. He said he couldn’t do the work in the dark as it involved more than expected and we would be his first stop in the morning. He arrived at 9am on Dec 6 and installed the meter so we finally have heat. I must say the commercial rep I had been dealing with over the past two months became very involved over the past 2 days in getting this installation to finally happen.

  my problem with getting requested service installed is resolved.  However, I still want the company to review my complaint and reply.  Their internal communications (and lack of) and not providing information to the customer is poor at best and should be addressed. Customer service is clueless about commercial accounts and only one rep even attempted to look into the issue on Dec 5, which is sad for such a large utility company. I hope they improve.

  thank you for addressing my issue.

  Business Response

  Date: 12/18/2024

  We apologize for the customer’s experience.  This inquiry has been brought to the attention of the Company’s Commercial Sales Team to address.
  
  After receiving the intake on 12/5, the Company Review Officer contacted the Commercial Energy Specialist for ******** to ensure the meter was set and turned on as soon as possible.  The services were restored on 12/6. 
  
  The Company Review Officer left *** ******* a message to discuss her concerns further and is awaiting a callback.
  
  Thank you for contacting the Company.

  Customer Answer

  Date: 12/22/2024

  Spoke with the gas company agent on Dec 20. Yes they finally figured out the correct address to install the meter and start service after 3 attempts, so I’m happy that is resolved. The commercial agent was in contact and I appreciate his input and help. However the internal communication problem still exist because I got a gas bill from the next door unit, in my name, for November-before we had service. Last week  I called customer service, explaining the address mixup and she assured me it was getting fixed. On Dec 21 I got the same bill again with two months’ charges. I will call them again. Once the billing errors are corrected I will state I am satisfied with the company’s resolutions and close the case.

  ‘thanks for your assistance.

  Business Response

  Date: 01/09/2025

  The Company has since reversed the charges that were billed prior to the meter being set.
  
  The customer has the contact information for the Company Review Officer should she have any future concerns regarding this matter.
  
  Thank you for contacting the Company.

• Initial Complaint

  Date:11/11/2024

  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.

  Dear sir or Madam It is about a credit that SSG is trying to keep it in my account, amount about $900.00 in my gas bill. I receive energy assistance, that was paid direct to them, and I always paid over the minimum required to build that credit. On 11/11/2024, I called SSG and spoke with Geni, she said that the Budget is over and the whole credit is over too. Now it shows that I owe an amount of $10837 due on Dec/04/2024. They never said the actual balance on all my statements, to keep that amount. For this great error, I seek 10,000.00 in refund, so SSG learn not to do this kind of error to anybody, many people is not aware how to file a complaint.

  Business Response

  Date: 11/22/2024

  After reviewing the customer’s records, *** ******** was on the Matching Payment Program (MPP) for the 2023 through 2024 season.   The customer’s 10/4/24 statement was his October true-up bill.  This means that the difference between the customer’s budgeted balance on MPP and his actual balance which is based on his usage, settle-up, and the customer is billed for the difference before the 2024 through 2025 MPP season starts on 11/1.  When you compare the total charges versus the total payments made towards the customer’s account for the period of 10/3/23 through 10/1/24, including the payments from his Energy Assistance Grant, there is not a credit on the account, there is a balance of $39.37.  Another bill was generated after the October bill on 11/6 which led to the charges of $108.37 that the customer alluded to in his intake.
  
  The Company Review Officer contacted *** ******** and sent him a spreadsheet and corresponding invoices for the period of 10/3/23 through 10/1/24 so he can see a breakdown of the charges versus the payments and compare it to his invoices.
  
  The customer was grateful for the call and is going to review the material sent then follow up with the Company Review Officer.
  
  Thank you for contacting the Company.

  Customer Answer

  Date: 12/02/2024

  Dear Sir or Madam,

  The SSG representative got in touch with me to explain about "Budget" Energy Charges", but SSG doe not provide a clear and understandable Statement, such as, amount I really owed, but just appeared as "Budget" only, and credit, they should make changes on it, to make clear to all customer, to avoid this confusion in the future.

  Thanks a have a nice day!

   

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

• Initial Complaint

  Date:11/08/2024

  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.

  Services was suspended when I’m supposed to be on a no disconnection from November 1 til January 1st and it’s been disconnected for 2 days with no help. I’ve been calling since 11/7 to see if my services were suspended and was told that they were not supposed to be I’ve been waiting for days for someone to reconnect and it has yet to happen I also gave an emergency letter about my children’s health and still nothing.

  Business Response

  Date: 11/19/2024

  After reviewing the customer’s records, there was construction work being performed which is why *** ******** services were disconnected.  The customer’s account is currently coded with the financial hardship designation, so she cannot be shutoff for non-payment between 11/1/24 through 5/1/25.  This was not a disconnection for non-payment.
  
  After the street work was completed on 11/6 a note was left by the technician to call the Company so we can schedule a work order to restore services.  A work order to reconnect the services was completed on 11/8 after the customer contacted the Company the day prior.
  
  The Company Review Officer contacted the customer on 11/14 and advised of the above information then gave *** ****** his direct contact information should she have any future concerns.
  
  Thank you for contacting the Company.

• Initial Complaint

  Date:10/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am in the process of moving and discovered I had a bill in collection from SCG I needed to get off my credit report. I contacted SCG paid a portion of that bill owed on the 12th of October and my gas services have since been turned on as SCG indicated they will pull the bill out of collections. To date I have been given the run around with collections saying they don't have any note of a payment being made but the money went to SCG. Now, SCG is saying they didn't receive the payment but my gas is still on and the bill is still in collection. There refusal to pull the bill from ******* ******* ****** is going to result in my family being homeless because the person I am renting won't take me if there are collections on my report. I have made numerous efforts in contacting SCG and ******* ******* with no response other then SCG pointing the finger at ******* ******* and ******* ******* pointing the finger at SCG. In event money was received by SCG and they will not respond in removing the bill from collection to generate a bill with a total amount owed. SCG also turned off my gas in 2022 with a $300 credit on my account and gave no explanation for that. Please get these people to remove the collections bill from Eastern and generate an actual bill I can pay. I have never had to go through this much in the 19 years I resided at the current residence and DO NOT NEED SCG putting my family at risk of homelessness because they will not correct the situation.

  Business Response

  Date: 11/03/2024

  After reviewing the customer’s records, her payment of $309.94 was applied to her delinquent balance on 10/14/24. 
  
  The customer currently has an additional delinquent balance placed with the collection agency as it remained unpaid after the account was closed.  If 60 days after being placed, the account balance is not settled or paid in full, the agency will start reporting that information to the credit bureau which could harm the customer's rating.  The Company itself does not report to the credit bureau directly.  Although a portion of the customer’s current total balance is placed with the collection agency, the balance is also on her SCG account and can be paid directly through the Company.
  
  The Company Review Officer contacted *** ****** to discuss her concerns.  The Review Officer explained that the Company would not be able to remove the derogatory marks against the customer’s credit.  However, we can enroll the customer on our Matching Payment Program in an effort to help her work down the delinquent balance as she qualifies for financial hardship which is a prerequisite for the program. 
  
  The Company Review Officer has coded *** ******** account with the financial hardship designation and will contact her on 11/4 to enroll her on our Matching Payment Program.
  
  Thank you for contacting the Company.

• Initial Complaint

  Date:10/18/2024

  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.

  I have been trying to get my gas turned on since October 7th. I bought a new house. I was trying to get ahead of it before I moved in on October 16th. It took a week to get an appointment, then was told Friday evening October 11th at 8pm when I had a technician here at 2 pm who told me nothing, that they were not able to turn my gas on due to an issue. I got the issue resolved the next day by a plumber and have not been able to get the gas company out here since. I had an appointment for October 16th, they never showed I call them and the supervisor there said they had to cancel my appointment but no one ever told me. That was one day wasted waiting for them. They told me they would get to me on October 17th. My husband had to take another day off work. They gave us a time frame of 8am to 8:30 pm that we had to be available to have someone here to turn the gas on. We did that. It is now 10pm and we have been calling all day to make sure someone is coming. Now I am being told no one is coming. I am being told they will come October 18th. How is it that someone can take off 3 days of work to be available from 8am to 8:30 pm. This should be illegal and I should have options as to who I can use to give me heat. I am 8 months pregnant living in a house with no heat or hot water. This is unacceptable.

  Customer Answer

  Date: 10/18/2024

  The service has been completed. But it is still the principal that I have been waiting since October 7th to have hot water and heat and I have no other options in my area to get this essential utility. If you can’t handle the buisness you shouldn’t have a monopoly on gas in my area. That should be illegal. 

  Business Response

  Date: 10/22/2024

  Good Afternoon, The Company understands the customer's frustration. There was an emergency gas leak that needed to be addressed causing the delay in this customer's installation. I reached out to the customer on Friday October 18th after the service installation was completed and apologized for the prolonged delay. I was able to resolve the customer's concerns and ensured there are reminders in place for customer's to be advised of any delays and an accurate timeline for corrective action. Thank You  

  Customer Answer

  Date: 10/22/2024

  
  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:10/16/2024

  Type:Sales and Advertising 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.

  Southern Connecticut Gas as well as their affiliated ****** ************* both have intentionally faulty websites. They advertise themselves as having an autopay feature and include a graphic that illustrates that the autopay feature is "on". It literally shows that the feature is on when you click to the autopay page. Upon scrolling down further, you will see that you need to go to a "preferences" page to turn on autopay. This page redirects you to the autopay page, which sends you in a circle. If you mistake the autopay feature for being on, they will not send you any notice that you are late. Instead, they will tell you after you have missed two payments that you now are responsible for paying everything in cash or certified check. A similar thing happens when you call online. There is an endless circle of call options so you can never actually connect to a representative. They have a monopoly and this complaint has been raised for years online, but they have done nothing to correct it.

  Business Response

  Date: 10/29/2024

  After reviewing the customer’s concerns, the Company has identified that ******* ***** is not the customer of record or a relationship on the ** or SCG accounts associated with the address in question.  As a result, the Company would not be able to discuss details of these accounts with this customer. 
  
  The Company Review Officer has left a message for the customer of record to discuss the automatic payment concerns for the accounts in question.
  
  Thank you for contacting the Company.

• Initial Complaint

  Date:09/09/2024

  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’ve been living in my apartment since 2019, I started, but never finished nor submitted an application to start gas service with Southern Connecticut Gas. I was thinking about getting gas, but I travel a lot for work, and the apartment isn’t heated with gas, its only for cooking. So I didn’t want gas. Now Southern Connecticut Gas, all these years later is saying I owe them nearly $700, but when I’ve spoken to them, they’ve confirmed that they don’t have any gas readings for my apartment. Please I need help because I don’t owe this money.

  Business Response

  Date: 09/13/2024

  Our records confirm that the customer contacted the Company on 9/1/21 and spoke with a representative to start services at *** *** ****** ********* *** ** **** ******  However, after further review, we found that the meter was off and the there has been no usage on the meter.  The accumulated balance was a result of the customer charge & late payment charges.

  
  Due to the meter being off and there being no usage, we will reverse the charges on the customer’s account and close it altogether. The customer recently made a $60.00 payment that will be refunded.
  
  The Company Review Officer left *** ******** a message to discuss the above information and is currently awaiting a callback.
  

  Thank you for contacting the Company.

• Initial Complaint

  Date:07/12/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My brother passed away in December 2023. I am the executrix of his estate. I found that my brother had a large past due bill. I have called the gas company three time in June, and emailed them three times in July. I am trying to negotiate a settlement on the bill as my brother's estate does not have much money. Each time I called, I was told they would have the collections department call me. No one ever called. I then emailed the customer service people on July complaining that no one had called me. They wrote me back on the 9th apologizing and said "We have reached out to our Credit & Collections Department for someone to contact you". I STILL have not heard from anyone. I have emailed customer service twice more asking why I have not heard from anyone, and no one is replying. I don't know what else to do. The ***. was extremely helpful. I do not understand why SCGC is not assisting me with this. ANy help or guidance will be greatly appreciated.

  Customer Answer

  Date: 07/12/2024

  The gas company just called me, they agreed to accept 70% of the balance, which I accepted.

  Thank you for the assistance with this.

   

  Best

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

• Initial Complaint

  Date:07/01/2024

  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.

  On 26th June, 2024 , I called the gas company to let them know that I am vacating the apartment and service needs to be disconnected on "17th July 2024" and confirmed with representative many times of the date "July 17th". but not sure what happened, someone came to the apartment immediately and shutoff the gas service. So, on 27th June I called the SCG support and they admitted their error and they said someone will come and re-active the gas connection as early as possible. waited all day on 27th and 28th, still no one arrived to reconnect the service. and to reconnect the service I have to stay home all day by not going to the work. Lost the day wages. called many times customer service and they have no clue when the technician arrives to re-active the service. Looks like I have to live with no food, no shower all day and weekend.

  Business Response

  Date: 07/10/2024

  After reviewing the customer’s records, Mr. ****** contacted the Company on 6/26 to schedule a move out for 7/17.  The following day his services were disconnected as the move out was inadvertently scheduled for 6/27.  After contacting the Company again on 6/27 regarding the disconnection, Mr. ******** services were restored the following day on 6/28.  There is typically a 24–48-hour window for reconnections in the event of gas leaks and other emergencies.
  
  The Company Review Officer contacted Mr. ****** and apologized for his experience then offered the customer a $70.00 goodwill credit for the disconnection which he accepted.  The Review Officer also gave the customer his direct contact information should he have any future concerns.
  
  Thank you for contacting the Company.

  Customer Answer

  Date: 07/11/2024

  
  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:06/25/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My father, ******* ********** passed on March 9th, 2024, after a stay at the veteran's hospital. He was not able to renew the senior energy assistance that he and my mother were receiving. She has just received a bill for 777.71 due on 7.05.24. Account number ****************. on the bottom it says the period of service is 18 days. She has called SCG and TEAM and spoken to supervisors, but nobody was helpful. She was told that she would not be able to renew until September for the November bill. She has lost income since my father passed and is not able to afford this very unfair and exorbitant bill. There is a threat of terminating her service. She is in bad health herself and obviously needs hot water and gas to cook. Please help her. Thank you, ****** **********, her daughter

  Business Response

  Date: 07/08/2024

  After reviewing the customer’s records, the Company Review Officer contacted Ms. ********** to discuss her billing concerns.  The Review Officer apologized for the customer’s experience and discussed re-enrollment on the Matching Payment Program in November should she choose to apply for Energy Assistance.  The account under Mr. ********** was removed from the matching program in May because there was no Energy Assistance Award Letter received by the Company.  The Review Officer is currently working with the customer and has sent a physician’s certification form to Ms. **********’s doctor to complete and submit back to the Company so we can code the account accordingly with medical protection.  The $777.71 was the amount of the final bill generated after the account under Mr. ********** was closed.  The Review Officer will continue to work with Ms. ********** to enroll her on the Matching Payment Program so she can work down this balance. 
  
  Thank you for contacting the Company.