ComplaintsforSouthern Connecticut Gas Company

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My gas was shut off on a Friday (which is not legal in **) with no notice (also not legal). I had to wait all weekend with no hot water, gas for stove or oven, etc. I had wait until Monday to get in touch with anyone, and it took an hour to get connected to the right person, only to be told "I don't know why they would have done that" and I had to wait until Thursday to get it reconnected. On Thursday I have to take the entire day off, because they cannot give me a timeframe, so I not only did making the phone call make me late, but I am losing a day of work as well. I would switch companies in a second if there were any other options in my area, but we are held captive by SCG and *** 

  Business response

  08/28/2023

  After reviewing the customer’s records, *** ******** was disconnected for non-payment on Thursday 8/10/23 after being mailed a shutoff notice dated 7/19 followed by a final notice dated 7/26 explaining that she needed to make a payment for the past due amount or contact the Company to discuss hardship and/or payment arrangement options to avoid services being interrupted before 8/2.

  The customer contacted the Company on 8/14 after a payment had posted to her account to have services restored.  According to the dispatch schedule, the customer’s reconnection should have been scheduled for 8/14.  Feedback has been provided to Management regarding the scheduling of the reconnection, and as a courtesy to the customer, we have credited the reconnection fee to her account for her experience.
  

  After receiving the intake on 8/14, the Company Review Officer immediately contacted *** ******** and had the services reconnected that day. If *** ******** has any further concerns regarding this matter, she may contact the Company Review Officer.

  Thank you for contacting the Company.

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Southern connecticut gas sent me a shut off notice - printed on 6/19 - stating that our gas would be shut off if we don't contact them by 6/26. First off, we got the letter on 6/28 and realized the gas was already shut off. That means they shut off our gas a maximum of 9 days after the date of the letter - 4 full days before they are legally allowed to do so in **. On top of that at the end of May I was approved for a hardship and had to call back after my next meter read to set up a repayment plan. The paystubs required were submitted while I was on the phone with the representative and she told me I was approved. I then received a confirmation letter in the mail confirming that based on the documentation provided I have been approved for the hardship. They are now telling me that I make too much to qualify for hardship status.

  Business response

  07/12/2023

  After reviewing the customers records, Mr. ******* called the Company on 5/31/23 and was incorrectly coded hardship after the customer had spoken to a Company Representative.  Unfortunately, the customer was not updated on the change to his account as he should have been contacted by the Company to advise he did not qualify for the hardship designation.  The customer received a shutoff notice dated 6/12 followed by a final notice dated 6/19 and was subsequently disconnected on 6/28.

  The Company Review Officer contacted the customer on 6/29 and apologized for any inconveniences he may have experienced.  Mr. ******* was then enrolled on an 18-month Flexible Payment Arrangement for $208.00 a month plus current costs with his first payment due before his August meter read date.  The customer was reconnected the same day on 6/29.  As a courtesy to the customer, we have credited the reconnection fee to his account.

  Thank you for contacting the Company.

  Customer response

  07/13/2023

  
  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, however, when I received my July bill there was NO indication of a payment arrangement.  *I would like a revised bill sent to me that properly reflects the agreed upon payment arrangement.*

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

• Initial Complaint

  02/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was on a matched hardship payment plan with SCG due to hardship. I set up and authorized payment of $50 only. SCG without my authorization set up autopay to pay the full balance of the bill $2700. When I tried to correct it in the system, I wasn't able to get into my account. This happened 3 times. On top of it, they charged my account $71 in bounced check fees not to mention the bank fees I incurred at **** ****. I explained I didn't authorize them to pay the full balance, and the response was that the system defaults to that unless I change it. I told them I couldn't change it, and their response was because they locked me out of the system, and I would have to go to ******* ***** to make my payments. When asked why I was locked out, they said it was due to bounced check payments. This is unethical and a fraudulent on behalf of SCG. I never authorized payment of $2700 to be processed and I am requesting that they credit 3 charges of $27 they added to my bill for non-sufficent payment as well as the **** **** fees of $35 dollars for each time. I have applied for another matched payment term as I wasn't even aware that it runs out after 12 months. I am also requesting a credit of $27x3 added to my SCG bill of $81, as well as $35x3 of $105 debited from my account. The total amount is $186. How can SCG make unauthorized payments on my behalf? When I tried to work with them, they unlocked the system so I can update my auto payment setup for the amount I can pay. However, they would not credit me for the fees they caused. I relayed there was no prior notification that any of their actions were communicated. Have them show where I signed or consented to their actions. SCG account has all documentation reflecting the unauthorized payments for the full balance as proof.

  Business response

  03/10/2023

  In response to the customers concerns, the Company Review Officer contacted Ms. ****** on 2/27/23 to address this matter. 

  We reviewed our records and determined that Ms. ******’s account was enrolled in automatic payments through our website, which are scheduled to pay the amount due on each monthly bill. October is the annual true-up month for our Matching Payment Program.  This means that the monthly budget is removed, and the account is billed out with the remainder of the total account balance in preparation for the match and re-enrollment in November, if the customer is eligible. These payments were rejected by the customer’s bank, which resulted in the account being restricted from online payments.

  After speaking with the customer, we removed the restriction to cash only from the account, and Ms. ****** can now make payments through all payment methods.  Considering the circumstances, we applied a one-time credit for the returned payment fees that were charged to the customer’s account.

  Additionally, the Company Review Officer prequalified Ms. ****** for Financial Hardship, and explained that after the customer is approved for Energy Assistance, we can re-enroll the customer on our Matching Payment Program.

  Thank you for contacting the Company.

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Southern Gas Company locked out our meter on the morning of Friday, January 6, 2023, after a sudden gas leak which we reported to them on the same day. They noted that a specific pipe was leaking and asked us to hire a plumber to fix the problem. Our plumber fixed the pipe an hour later. When we called to ask Southern Gas to unlock the meter, they claimed they could not come out to unlock the meter until maybe January 11th. They have not returned any of our phone calls today, January 9th, 2023. On Friday, January 6th, They said if we are not present when the technician arrives they will bump our appointment. They indicated that their technicians work 24 hours and the technician could arrive at our business in the overnight. We told them its a business, we cannot sleep here. We also told them that we have employees and customers operating here; that we have expensive equipment that will sustain damage if the pipes freeze and burst. Southern Gas only response is that they received our request and a technician will call when they have are at our location. This is now Day 4 with no heat. We have no idea when the technician will arrive. If it gets any colder we will have to send our employees home and stop production of our products.

  Business response

  01/24/2023

  In response to Mr. ****** concerns, the Company Review Officer called and spoke with him on 1/10/23 and the meter was reconnected that morning.

  We can certainly empathize with Mr. ****** concerns regarding this matter.  We reviewed his account and as indicated by Mr. ****, the service was turned off for safety due to a gas leak on a house pipe on 1/6/23. His plumber made the repairs and he called back that day to have the meter reconnected, and we were not able to schedule the reconnect appointment until 1/11/23. Our appointments are based on availability in our service schedule and the schedule was booked until 1/11/22. We were able to expedite the turn on a day earlier on 1/10/23.

  If Mr. **** has any additional questions or concerns, he may call the Company Review Officer.
  

  Thank you.

   

   

• Initial Complaint

  12/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I enrolled in e-payments with this company, but received a bill stating that my account is now inactive because of not paying my bill. I looked into my account portal, which clearly states that I am enrolled in autopayment. This is confusing, however, there is not plausible way to reach this company. I have called their support line six time today and each time, I get hung up on or reach a dead in with no option but to call back—this seems intentional.

  Business response

  01/04/2023

  We do apologize for the difficulty Mr. ******** experienced attempting to get through to our Customer Care Department. In response to his concerns, the Company Review Officer called him on 1/3/23 and left a message, and sent him an email. We are happy to assist Mr. ******** with this matter. If he is still in need of any assistance, he may call or email the Company Review Officer.
  
  Thank you

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Woke up to gas being cut off, called and paid entire billed told someone would be out on the same day which was 12/13/22. No one showed up as they tell your appointment is until midnight. Called the next day around 9am and was told someone would be out that day on 12/14/22. Called to check at 3pm and was told the technician had called and knocked and not one answered. Told customer service no one ever came here and I have a ring doorbell and was told the technician must of been of stayed in the truck and the calling before coming was a courtesy. So how did he put that he called and knocked if he never did neither. Then was told I needed a new appt. And would be a 24 to 48hr wait for service to be reinstated. It is now 12/17/22 and my service is currently still not on. On top of paying this bill I was forced to buy 2 electric heaters, wood for a fireplace and a hot plate to warm my house Having gas in December is not a luxury, but a necessity. Not to mention missing 2 additional days of work. Can provide full ring video footage of front door for date and time technician stated he knocked.

  Business response

  12/29/2022

  In response to Mr. ******* concerns, the Company Review Officer called him on 12/29/22 and worked out a resolution with him.
  
  If Mr. ***** has any additional questions or concerns, he may contact the Company Review Officer.
  
  Thank you

  Customer response

  12/29/2022

  
  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

  12/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In April of 2022 I requested service to install a gas stove, at which time it was discovered that my meter had been mislabeled as my neighboring condominium unit. This of course revealed that I had been paying my elderly neighbor’s bill since moving in (in October of 2013) and she had been paying mine. I had repeatedly reached out to the company to resolve this issue, initially they reported (for two months) that there was NO RECORD of having been in not one, but two homes as they shut off my neighbor’s gas thinking it was mine and had to enter her home and relight her pilot light. I was told the paperwork was sitting on the manager’s desk and hand been entered into the system yet for two months, I had to re-explain the situation as there was no record of the service call. I began calling once weekly for the past EIGHT MONTHS. At every point I was assured that the issue was being addressed, told to hold off on paying my bill until they worked out what my new balance would be after paying on my elderly neighbor’s account for nearly a decade, all the while getting billed and calling nervously & weekly to verify the new shut off notices I was now getting were inaccurate and told there would be a “hold” on a shut off. No one, but me seemed to be phased by the dangerous fact was that at any given point in the past 9 years if either one of us had smelled gas and called the fire department, they would’ve shut off the wrong gas line which could have led to a catastrophic outcome considering there are 3 families living in this building and the wrong hookup was labeled. I’ve repeatedly reached out to this company, requesting they look back into their “archives” to address each unit’s usage and correct our accounts. They have yet to do that and offered me a menial discount on my bill and act like this assessment would be an incredible inconvenience to them despite the potentially fatal mistake they’ve so casually failed to address. It’s irresponsible and dangerous practice.

  Business response

  12/28/2022

  We do apologize for the length of time it took correct the billing on Ms. ****** account. In response to her concerns, the Company review Officer called her on 12/20/22 and left a message.
  
  The billing has recently been corrected on Mr. ****** account. We reviewed our records and found that the meters were exchanged September 2019. Since then, Ms. ****** account was billed on the incorrect meter until the correct meter number was placed on the account in June 2022. The amount billed from the date that the meter was installed until corrected in June was compared to the amount that the customer should have been billed, and the account was given a billing adjustment of $42.49 for the difference. Considering the time taken to correct this and for the inconvenience to Ms. ****, the account was also issued an additional credit.
  
  If Ms. **** has any additional questions or concerns regarding this matter she may call the Company Review Officer.
  
  Thank you

  Customer response

  12/29/2022

  
  Complaint: ********
  
  I am rejecting this response because: I was incorrectly billed for almost TEN YEARS, not to mention the potential for having a gas leak, subsequent incorrect shut off and the ramifications of that which may have affected a unit housing three families. I was put off since April 2021, due  to complete lack of documentation. Consequently this appears to be an attempt at pacification without having actually addressed nearly a decade of mistaken labeling which, again, could have had grave consequences for people in multiple homes. Throwing $100 at this situation is a menial response at best, considering the decade of service that was not at all specific to my usage, let alone the safety issues unaddressed. My local fire department was not as unfazed by this situation as the company representatives.

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

  Business response

  01/17/2023

  To address Ms. ****** additional concerns, the Company Review Officer called her on 1/10/22 and left a voicemail.
  
  We do apologize that this switch occurred and are grateful that there was no disconnection to her or her neighbor as a result. We certainly understand Ms. ****** concerns pertaining to safety. In the event of a potential gas leak, the SCG first responder would determine which meter may need to be turned off, even if the meters are switched. SCG does not rely on the fire department to turn off specific meters. Our advice to fire departments has been to turn off valves that are above ground.
  
  We further conducted a review of our records and did not find indication that the meters were switched prior to the new meters installed in September 2019. The adjustment applied to the bill was for the difference in usage that Ms. **** was billed and the usage on the meter that she should have been billed on until the meters were corrected in June 2022. However, if Ms. **** has additional information that may indicate the switch occurred prior to 2019, she may call the Company Review Officer to discuss this further.
  
  We are happy to speak with Ms. **** if she has any additional questions or concerns regarding this matter. She may call the Company Review Officer.

  Thank you

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My gas was turned off at an uncertain date for no apparent reason. No notice required by state law was served. A representative of SCGC was able to confirm repeatedly over the phone (I have the recording) that on her end she was unable to determine when and why my gas was turned off. Ever since my gas was turned off (which happened AT LEAST four weeks ago), I have made more than FIFTEEN phone calls to SCGC seeking to reconnect my gas. I was subjected each time to an hour-long hold and then endless deflection and incoherent questioning. The company practices what they call "all-day appointments", requiring tenants to ditch work and wait for an entire day at home, only to discover, in my case, that the technician would never arrive. Instead I received an unexpected phone call from a technician at 9 pm on a Friday night, who demanded that I return home immediately and give him access to the meter room. After a three-week excruciating wait process, during which period I have been reduced to effective homelessness since my own apartment has become too cold to be inhabited, I still do NOT have my gas reconnected. When I went down to the company's headquarters to negotiate, the security guard called the police on me for criminal trespassing. I ask that as resolution SCGC fix my meter immediatey and issue a prompt refund for all fees (hotels, food items purchased at restaurants, taxis etc) incurred as a direct result of my being unable to use gas, cook and sleep in my own apartment for an extended period of time. Please note that this case has already been reported to the *** ***** Mayor's Office, ** State Attorney General and *** ***** Fair Housing Commission. Any resolution / compensation I receive through this forum will NOT result in my dropping complaints through other avenues.

  Business response

  12/20/2022

  In response to Mr. ***’s concerns, we conducted a thorough review of the account and found that the customer began service on 11/12/21. The service was disconnected on 5/23/2022 due to a past due balance.  Our records indicate that notices were sent to the customer prior to disconnection on 5/02/2022 and 5/09/2022.

  On 11/25/22, a new account was established for Mr. *** and a reconnect order was scheduled for 11/30/22 with a 24-to-48-hour appointment window based on our current service schedule.  The customer called the Company back on 12/5/22 and explained that a technician contacted him several times that Friday and over the weekend, however, there was no access to the meter room after 5:00 pm.  A new appointment was scheduled, and the service was reconnected on 12/06/2022 before 5 pm.

  We do apologize for any inconveniences the customer may have experienced. After a careful review of the account, we have determined that the service was not disconnected in error and the Company had attempted to reconnect the services during the initial appointment timeframe. Respectfully, we cannot accept responsibility for reimbursement of the items listed by the customer. Detailed responses concerning this matter have also been provided to the Public Utility Regulatory Authority (PURA) and to the Office of the Attorney General.

  Thank you for contacting the Company.

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Southern Connecticut Gas turned off heat due to miscommunication about automatic payments a couple months ago. Gas was turned off sometime between 11/29/22 and 11/30/22 in middle of night. Paid amount on 11/30/22 as soon as possible. Called in the morning of 11/30/22. Was told to wait 24/48 hour for a technician to come out and turn my heat on. Was charged for the technician to come turn the heat on. Called again on 11/30/22, no one could give me an answer when a technician could come they just kept saying 24/48 hours. I explained to them that having the heat on was an emergency I have a baby in the house and it was very cold. They just told me I had to wait. Called again 12/01/22, just kept getting the same response that I had to wait 24/48 hours. Explained my baby and I had to sleep in the cold with no stove or warm shower. When I called again the lady said to call on 12/02/22 in the morning to see if the technician was going to be dispatched. Woke up to call at 7:30 AM lady said that the work order was put in on 12/01/22 and not when I first initially called on 11/30/22. I also explained that this would be day 3 of no heat, no stove to cook, no hot water. Every person I have talked to was very rude and unprofessional. Telling me to find other arrangements for my baby to stay warm. I wrote a ****** review as well but doesn't seem like anyone cares how urgent it is for there to be heat in a house when it is 35 degrees outside.

  Business response

  12/15/2022

  We do apologize for any inconveniences Ms. ************ had experienced.  In response to her concerns, the Company Review Officer contacted her on 12/2/22 and had the services reconnected that evening. Additionally, we have removed the reconnection fee and returned payment fee that had been billed to her account.

  We are working to determine the issue impacting Ms. ************** ability to enroll in automatic payments.  The Company Review Officer will continue to keep in communication with her until this matter is resolved.

  Thank you for contacting the Company.

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called to start service with SCGC last week and I was told someone would come turn on my gas november 17th. Then the date got pushed to November 23rd. It was an all day appointment, no one has come . This is the day before thanksgiving and my house is freezing with an infant in the house. I’ve called twice today and they expect me to wait until midnight for a technician. I don’t believe anyone is working tomorrow and it’s ridiculous they can’t just give me an exact appointment date. This company is HORRIBLE and deserves civil penalties

  Business response

  12/07/2022

   

  To address the customer’s concerns, the Company Review Officer called and spoke to Ms. ***** on 11/30/22, shortly after her service was reconnected.

  We reviewed the account and found that the customer contacted the Company to start service on 11/17/22 and a reconnection order was scheduled for 11/23/22. Our current reconnection timeframe is within a 24–48-hour window based on our service schedule. Ms. ***** acknowledged that we attempted to reconnect the service on 11/24/22, however, there was an issue with her landlord providing access and the service could not be restored that day. A second turn on order was issued on 11/29/22 and the service was connected on 11/30/22. 

  If the customer has any additional questions or concerns regarding this matter, she may contact the Company Review Officer.
  

  Thank you for contacting the Company.

   

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