ComplaintsforSouthern Connecticut Gas Company

• Initial Complaint

  09/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  07/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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 response

  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

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  06/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday 3/4 the gas company came to my home attempting to read my meter which is located in my basement. I was out of town, so because they could not access my meter they dug up the street and disconnected my gas service from the street. There was NO tag or info left on my door or mailbox letting me know my service had been disconnected. I have been on the phone with them for NOW two days trying to get this issue resolved. I was told on numerous occasions by multiple reps that my service was NOT interrupted. I have expressed to multiple reps and supervisors that my 70 yr old father who resides with me is disabled & how urgent this matter was and i have yet to get this issue resolved. PLEASE HELP????

  Business response

  03/19/2024

  The Company understands Ms. ******** concerns reguarding her services being disconnected on 3/4/24 due to no access to the meter for the inside inspection. **** has also been contacted and updated on the status. The services are now reconnected as of 3/12/24, the date she was provided by the project manager when he spoke with her. A copy of the letter that was mailed to the customer’s address in November 2023 has been provided and we are in the process of accessing the previous letters that were mailed, as well. A technician was dispatched to the home to make contact on January 22, 2024 but was unable to speak with the customer. 

  
  

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Yesterday SCG turned the gas off to my home in ********* without notice or reason. We have call their office 4 time over the last two days trying to reach the person who initiated the shutdown but he will not return our call. My house is now without heat with cold weather still around that could cause damage to the property. We are away from the house on vacation with plans to return in May. We have never been late with paying our bill over the 30 years we have been a customer. We don’t understand why this has happened, and no one but the person who started this process can explain why.

  Business response

  03/21/2024

  After reviewing the customers records, Mr. ******* services were disconnected on 3/6 as the result of the Company not being able to gain access to the customer’s meter or schedule an appointment for an inside line inspection. 
  
  After reviewing with SCG's Operations Manager of Meter Services, the customer was mailed an inside line inspection letter explaining that we needed to gain access to his meter, or his services were subject to termination on 2/2/24.  The 2nd letter was delivered to the customers address in early February with the last letter before disconnection being delivered in later February.  These letters were hand delivered by our technicians and taped to the handle of the customer’s door. 
  
  On 3/7 the Company Review Officer contacted our Street Supervisor to try and expedite the reconnection.  The customer’s services were restored on Saturday 3/9.
  
  The Company Review Officer spoke with Mr. ***** on 3/13, apologized for his experience and as a courtesy, gave him a goodwill credit towards his account. 
  
  The customer was appreciative of the help and has the Company Review Officer’s direct contact information should there be any further concerns regarding this matter.
  
  Thank you for contacting the Company.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 1/15/24, I received a phone call from a representative from Southern Ct Gas which advised me that a gas line that is currently running up my street would cost me $5,075 payable immediately. I advised this representative that I have a 100% disability from the VA - combat related and that quote was incredibly to much to payout. I asked this representative if there is anyway to modify this large sum which the representative stated “No, this is carved in stone”. I want the gas line installed, just would appreciate a modification in lowering this large Sun.

  Business response

  01/22/2024

  Good Afternoon, The service costs for a gas installation can include labor, material, traffic control, standard restoration and/or sometimes paving work. In some cases there may be a need for additional work but not in this case. For that reason, there is no area in which to reduce the cost.
  
  There aren’t any programs with the Company that discounts the ****. The Company is also not familiar with any alternative financing options specifically designed for veterans. The ********** **** **** is at 0.99% interest and the **** can be financed provided the total amount being financed is not greater than $15,000.
  
  Link provided: ** **** ****

  Customer response

  01/23/2024

  
  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,
  
  ***** * ****

  i would like more information on the financing @0.99 %.  Also, could one of their representatives contact me with said information?  

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have called SCG multiple times to have the gas turned on at my property. They first gave me a date of 10/26 but could not give me any time window and said they would call. They did not call until 10/27 and I was unavailable. They then called 10/28 when I was again unavailable. They then showed up unannounced on 11/2 at 930pm which I was not at the property. I called again to reschedule and they gave me a date of 10/7 and again could not give me a time. I confirmed with them the morning of that I was on the schedule for that day which they confirmed. I sat at the property from 7am until 4pm without a call. I received a call at 10pm on 10/8 that they were on their way to turn on the gas. Again I was not at the property because I don't live there. The level of service and carelessness I am receiving from SCG for a vital service is appalling.

  Business response

  11/21/2023

  After reviewing Mr. ******* inquiry on 11/9, the Company Review Officer contacted the customer and apologized for his experience, then had a work order for a turn on created for 11/10 between 8:00AM to 12:00PM to accommodate the customer’s schedule.  The turn on was completed within the scheduled timeframe on 11/10.

  The Company Review Officer has attempted to contact the customer several times since the completion of the work order to discuss any additional concerns he may have, but has been unsuccessful.

  Should Mr. ***** have any further concerns regarding this matter, he may contact the Company Review Officer.
  

  Thank you for contacting the Company.

  Customer response

  11/21/2023

  
  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

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Gas company shut of service, payment was made on 10/18 did tell gas company that we have 2 infants in home, it is 10/19 at 5:39 pm and gas company just says that the request was placed to reinstate service and no time table was given .

  Business response

  11/02/2023

  After reviewing the customers records, Ms. ******* services were disconnected for non-payment on 10/17/23.  The customer made a payment on 10/18 and contacted the Company that evening to have her services restored after which a work order was scheduled for the following day.  After contacting the Company again on 10/19, Ms. ***** was made aware that there is a 24–48-hour reconnection window which is the result of our technician’s service schedule.  The customer was reconnected on the evening of 10/20.

  We apologize for the customers experience as the 24-48 hour window should have been explained to Ms. ***** when the work order was scheduled.  As a courtesy to the customer for the misinformation, we have provided a credit for the reconnection fee which the customer will see as a line item on her November invoice.  The Company Review Officer left a message for the customer to discuss any further concerns she may have regarding this matter and is awaiting a callback.

  Thank you for contacting the Company.

• Initial Complaint

  10/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My gas was shut off in August for non payment. I was making payments but SCG stopped accepting my ***, i have all the payment confirmations but no money was billed to my card and my bill wasn't reduced. This went on for months. After multiple phone calls with SCG & my Bank after receiving a shut off notice i requested a new card. My bank says SCG never tried billing the card, the issue must be on their end. No one at SCG was any help. I called SCG to request shut off be delayed because i have to wait for a new credit application and send me the card, they said they would. But my gas was shutoff one day later then the notice said, received the notice two days before shut off, then a second day before. New card came the day it was shut off, paid the bill the next day, was out of town and didnt know it was shut off. They said a tech would be out next day to turn on. I stated i worked an hour away and could not take a day off due to them not helping by postponing shutoff due to their credit card system. They said most they could give is 30 minute notice, that was perfect could have a parent go over and meet them. never got more than i am outside and they would wait 10 minutes. After two weeks finally got someone to come when i was home from work. Stated they had my account as water heater and stove but i had furnace and stove, apparently you get a better rate with furnace. I have been waiting since beginning of august for a customer service supervisor to call me to discuss credit for cheaper rate with furnace, the 2 weeks i could not cook and had to get takeout, and reconnection fee. Nothing everytime i call i am notified that i will get a phone call in 24-48 hours, its been 2 months.

  Business response

  10/30/2023

  After reviewing the customers records, The Company Review Officer had opened a ticket with our Web Team to investigate why Mr. *********’s payments had not been processing.  According to the Web Team, the customer had 9 payments between 1/03/23 through 6/10/23 that had rejected due to the same reason code showing there may have been an issue with the saved card on file’s information.  The customer also had two payments that were rejected on 10/15/23, the first of which suggested insufficient funds & the second of which used a different card that did not process as a result of the input of an incorrect security code.  The second card the customer used processed a payment successfully on 10/15 after the correct security code was used.  The customers services were shutoff on 6/15/23 for non-payment as a result of the rejected payments.

  The Company Review Officer made contact with Mr. ********* on 10/27 and apologized for his experience.  The Review Officer explained that Mr. ********* does heat with gas, therefore, his rate designation was changed to a residential heating rate and our Billing Department will apply the appropriate rate adjustments to his account going back to his date of move in on 10/16/2021.  As a courtesy to Mr. *********, we have also applied a goodwill credit to the customers account and had our Company Claims Specialist contact him to help him file a claim regarding the lost time he couldn’t cook while his services were disconnected.  The customer had also received a goodwill credit for his reconnection fee on 10/18 after contacting the Company.
  

  Feedback will be provided to Management regarding Mr. *********’s requests to receive a callback from a supervisor and never receiving one. 
  

  Should Mr. ********* have any further concerns regarding this matter, he may contact The Company Review Officer’s direct line for assistance.
  

  Thank you for contacting the Company. 

  Customer response

  11/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: Mentioning anything about 10/15 is rude and uncalled for. I would like a conversation with ******* ****  in person or via phone. 

  Response is missing that a shutoff extension was granted in June but did not happen. 

  I am still waiting on check to be issued for having to eat out, lost time on the phone, and lost time waiting at home for service as to my gas being wrongfully shut off. 
  
  Sincerely,
  
  ****** *********

  Business response

  11/15/2023

  Good Afternoon ******,

  We are unable to submit our response to Mr. ********* regarding his intake.  Please see the Company response below.

  In response to the Company’s remarks regarding the customer’s payments from 10/15/23, we apologize, as we were just trying to provide a detailed breakdown of the payments and the messages we had received explaining why they were not processing.

  After reviewing the customers records to determine if a shutoff extension was discussed, we see that enrollment on a flexible payment arrangement which would nullify a pending disconnection was discussed with the customer on 4/3/23.  However, we don’t see an interaction showing that Mr. ********* had enrolled on a flexible payment arrangement before his services were disconnected.  From April 2023, there was no interaction between the customer and the Company until after Mr. *********’s services were disconnected on 6/15/23. 

  Additionally, after reviewing with our claims specialist who spoke with the customer on 10/27, the Company has still yet to receive a filed claim from Mr. ********* regarding his experience.  Once the Company receives this claim, our claims specialist can begin their investigation.
  

  The Company Review Officer will continue to work with Mr. ********* to assist with any concerns he may have regarding this matter.
  

  Thank You

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