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:03/08/2024

  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.

  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

  Date: 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

  Date:03/08/2024

  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.

  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

  Date: 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

  Date:01/16/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:11/09/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date:10/20/2023

  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.

  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

  Date: 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

  Date:10/16/2023

  Type:Product 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 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

  Date: 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 Answer

  Date: 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

  Date: 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

• Initial Complaint

  Date:08/14/2023

  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.

  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

  Date: 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

  Date:06/29/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:02/27/2023

  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 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

  Date: 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

  Date:01/10/2023

  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.

  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

  Date: 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.