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Complaint Details
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Initial Complaint
03/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
GNG is charging our account ***** per therm. They used fine print in a bill to tell us they were changing our rate , when we reached out to them they didnt fix the issue. We can not afford to pay this bill and need it adjusted to give us the same price we were paying before they secretly changed the price per therm. When we called to explain the situation they adjusted the bill by 40 dollars and told us they were switching the per therm amount to the lower amount going forward but would not reimburse for the amount they are trying to force us to pay for not giving us proper notice and information regarding this change in the contract.
Business response
03/08/2024
Our company has contacted this customer to address their concerns, and we have reached an agreeable resolution. The customer had no further questions, we consider this case closed.Initial Complaint
03/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Started service 4 months ago. Account *******. Was told when I started service that my credit would be run for deposit determination purposes. Was told I was being locked in a plan for 12 months. 4 months later, my bill triples from an average amount of $90 to $250+ monthly. Am now told I'm in a different plan. Was told I have no options. Was told my credit which shows to be 657 as of March 1, 2024 is a tier 5 and the reason for my increase. When was my credit run again since October, without my authorization? What happened to my locked in rate? Do I need to retain an attorney? How does a natural gas company change fine print on the fly? I'm a 63 year old fixed-income, sickly woman. Do you really want to do this?Business response
03/11/2024
Upon receipt of this complaint, we have made multiple attempts to contact the customer to discuss their concerns. If the customer should contact us, we will be happy to discuss their concerns.Initial Complaint
02/29/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Price per therm was changed without notice and gas bill has been almost $300 the past 2 months. The price per therm was quadrupled after the first 2 months of service with no notice. Total gas bills for the past 4 months has been $846.34. I contacted them and they offered a $25 credit and for me to sign up for a new plan.Business response
03/05/2024
Our company has contacted this customer to address their concerns, and we have reached an agreeable resolution. The customer had no further questions, we consider this case closed.Initial Complaint
02/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We bought a new house. The prior owners had Georgia Natural Gas (GNG). We called GNG and told them we wanted to "stay on the prior owner's plan". But, they did not put us on the prior owner's plan. They instead put us on a variable rate plan which charges nearly 5X the market rate, ripping us off. This company run by SCAMMERS. DO NOT USE GEORGIA NATURAL GAS.Business response
02/23/2024
Our company has contacted this customer to address their concerns, and we have reached an agreeable resolution. The customer had no further questions, we consider this case closed.Customer response
02/23/2024
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,
*******************************Initial Complaint
02/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company is a scam there customer service lady sold me a plan and I later found out she sold me the highest rate plan that they have. I demand for my bill to wipe out until my new plan kicks in with a better rate.Business response
02/26/2024
Our company reached out to the customer to discuss his concerns. The customer advised they were unable to speak with us at this time. We will be happy to speak with the customer to discuss their concerns if they return our call.Initial Complaint
02/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Last month a price per therm change made our bill$454.40 outrageous but they said it was because we did not secure a long term rate. While this is an absolute scam- I paid it and committed to 12 months with Georgia Natural Gas out of direst. This month the bill is $603.28!!!! And it is automatically deducted- this should be criminalized.Business response
02/15/2024
Our company has contacted this customer to address their concerns, and we have reached an agreeable resolution. The customer is satisfied and had no further questions for our company.Initial Complaint
02/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was not notified about a price plan change and when I called to have it corrected I was told it was fixed and would be charged the new rate. When I received my bill I saw I was still being charged the old rate and they informed me that that it would not be charged at the new rate until the next billing cycle which created an 500$ difference. I also only received one email reminded October 21st stating my Plan was expiring on November 20th which went to my junk email. There were no phone calls or follow up. This makes me feel they intentionally under inform so they can charge over 4x the amount and take advantage of families with 700$ gas billsBusiness response
02/15/2024
Our company has contacted this customer to address their concerns, but we could not reach an agreeable resolution.Customer response
02/19/2024
Complaint: 21275116
I am rejecting this response because: Georgia Natural Gas contacted me and during the conversation I stated that I received two high ****s from them the first being the first month I fell of their "plan" and the second **** was the one I had an issue with. I felt that they did not make proper notification of the plan expiring due to receiving only one email which went to my junk box and they stated that they did make proper notification due to the fact it was on my actual **** statement. I feel it is important to no I elected to receive paperless ****ing and do not receive an actual **** in the mail. The issue with this is I will get a notification my **** is ready. I will then later typically on a pay day go to GNC.com and go to the prompt that says pay ****. It automatically directs me to a **** pay which does not show the actual **** where this information would have been made available. The person I spoke to on the phone even agreed to this and said that they often overlook stuff when paying their ****s and have done the same thing. When the person spoke to their supervisors their supervisors felt that proper notification was made and they would not correct the ****. This entire conversation completely negated the entire complaint. After I received my first high **** I immediately contact Georgia Natural Gas to find out what the issue was. The lady informed me the **** was high due to the plan expiring and that I needed to get on another plan. I signed up for a year-long plan and was made to believe it would take effect immediately and that I would no longer have a high ****. When I received the next **** It was just as high as the first one and when I called to find out why they stated the new plan would not actually take place until the next ****ing cycle which I was not informed of. Due to their lack of communication and under informing their customers of these changes My **** combined is over $1,300 when if I was on this "plan" it would be around $400 with these ****s combined. It also raises the question why would a company take advantage of their consumers and charge them about 4x the amount for a term not being on a "plan" vs being on a plan. I feel that this company takes advantage of their customers especially during a time when all families are struggling to make ends meet. My family is no different than anyone else. Due to them misinforming me as well as under communicating or putting the communication in places that I am not going to see I am expected to pay $1,000 dollars more than what I have planned which I cannot afford. This is not right for business to be able to take advantage of customers this way. There is no reason I can conceive that would justify a price hike of 4x as much being on a plan vs not a plan.
Sincerely,
***************************Business response
02/20/2024
Our company has contacted this customer to address their concerns, but we could not reach an agreeable resolution.Customer response
02/20/2024
Complaint: 21275116
I am rejecting this response because: Georgia Natural Gas contacted me and during the conversation I stated that I received two high ****s from them the first being the first month I fell of their "plan" and the second **** was the one I had an issue with. I felt that they did not make proper notification of the plan expiring due to receiving only one email which went to my junk box and they stated that they did make proper notification due to the fact it was on my actual **** statement. I feel it is important to no I elected to receive paperless ****ing and do not receive an actual **** in the mail. The issue with this is I will get a notification my **** is ready. I will then later typically on a pay day go to GNC.com and go to the prompt that says pay ****. It automatically directs me to a **** pay which does not show the actual **** where this information would have been made available. The person I spoke to on the phone even agreed to this and said that they often overlook stuff when paying their ****s and have done the same thing. When the person spoke to their supervisors their supervisors felt that proper notification was made and they would not correct the ****. This entire conversation completely negated the entire complaint. After I received my first high **** I immediately contact Georgia Natural Gas to find out what the issue was. The lady informed me the **** was high due to the plan expiring and that I needed to get on another plan. I signed up for a year-long plan and was made to believe it would take effect immediately and that I would no longer have a high ****. When I received the next **** It was just as high as the first one and when I called to find out why they stated the new plan would not actually take place until the next ****ing cycle which I was not informed of. Due to their lack of communication and under informing their customers of these changes My **** combined is over $1,300 when if I was on this "plan" it would be around $400 with these ****s combined. It also raises the question why would a company take advantage of their consumers and charge them about 4x the amount for a term not being on a "plan" vs being on a plan. I feel that this company takes advantage of their customers especially during a time when all families are struggling to make ends meet. My family is no different than anyone else. Due to them misinforming me as well as under communicating or putting the communication in places that I am not going to see I am expected to pay $1,000 dollars more than what I have planned which I cannot afford. This is not right for business to be able to take advantage of customers this way. There is no reason I can conceive that would justify a price hike of 4x as much being on a plan vs not a plan.
Sincerely,
***************************Initial Complaint
02/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I was promised a guarantee monthly bill of $84.00 plus tax, when I received my billing was for $324.80, after I called and wait for more than an hour they didn't help in any way, this was a false promise of a guarantee bill, I had to cancel this bad service, not an apology and not help at all.Business response
02/13/2024
Our company has contacted this customer to address their concerns, and we have reached an agreeable resolution. The customer is satisfied and had no further questions for our company.Initial Complaint
02/08/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Do not agree to do business with Georgia Natural Gas. They are dishonest and take advantage of their clients. We used Georgia Natural Gas seasonally. In 2022 we had no issues. We called back to turn the gas back on for 2023 and were made aware of a seasonal plan that sounded great.However this plan was 6x the going rate per therm if you did not sign up for the a seasonal annual plan. A seasonal annual plan that there was no mention of and not even inquired about. What the h*** is a seasonal annual plan anyways? Wouldnt seasonal imply that they would have come back and turn our gas plan on next year. At first our bill seemed reasonable but it got to the point that it was almost A FOURTH of our mortgage.The cherry on top was when we called to voice our displeasure with certain things not being relayed to us from our plan at the beginning. The account manager had the nerve to tell us exactly how much the price per therm could have been when we signed up. SHE EVEN ADMITTED THAT SHE RIPPED US OFF. Nothing she could do though, her managers wouldnt approve anything even if she tried. Times are tough out here and this is just another company full of corporate greed taking advantage of people who are just trying to make it work.Business response
02/15/2024
Upon speaking with the customer while addressing their concerns, the customer disconnected the line. We will be glad to discuss the customers concerns if they return our call.Customer response
02/15/2024
Complaint: 21266989
I sent them an email asking for the call. The person who called me had no credible answers on the matter.
Sincerely,
***********************Business response
02/21/2024
We have contacted the customer via email, requesting a call to discuss their concerns. We will be happy to discuss his concerns.Initial Complaint
02/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
My gas rate was changed at some point within the last few months. The plan I was on lapsed. The emails were sent to a spam folder and I didn't notice the rate was changed until I recieved a *************** higher than normal. I notice now that im paying about $2 a therm when I signed up for $0.60 originally. I notice also the base charge has jumped up to $80, when it was $30 when I first signed up. I called as soon as I noticed this in December, however they said they cant adjust the bill for "one or two" cycles. Im now receiving a gas bill for $414 which is the highest ive ever seen in my life by several hundred dollars. I have not been able to receive any meaningful help from the company, although they are responsive. That a rate of $0.60 is available, but they will charge me $2 if I don't pay attention and catch them before they do feels predatory. I feel like I'm being taken advantage of. The same gas I paid 400 dollars for is available to my neighbor for 100. This feels like a scam. And now that Im investigating this, I see this has been going on for many months. While the price per therm is highly variable, I never saw anywhere that the base charge could suddenly jump 175%. Thats a random extra $50 I could get hit with on a bill thats totally out of my control regardless of gas usage.Im seeking a billing adjustment to match the original price I had signed up for, and believed I was receiving. I'm asking for a refund for this and the previous billing cycle overage to match that rate as well, including base charge adjustments.Im enclosing the bill from 1-16-23 and 1-15-24, where im being charged an extra $250 for identical service to last year.Business response
02/12/2024
Our company has contacted this customer to address their concerns, and we have reached an agreeable resolution. The customer had no further questions, we consider this case closed.Customer response
02/16/2024
Complaint: 21258745
I am rejecting this response because:It is an absolute lie that an agreeable solution was reached and that I had no further questions. No solution was reached. I expressed over and over my dissatisfaction. I was not given what I sought. I was offered a $130 credit. I said that was not sufficient. It was offered over and over. When i realized that no matter what I did, I would not be honored as a customer, I said I would of course take the $130, but would not consider the matter closed or resolved as a result of that. This phone conversation is recorded I am sure, and the business is free to listen to that call and see that I am absolutely still dissatisfied and did not feel listened to or helped.
Sincerely,
*********************Business response
02/22/2024
Upon receipt of this complaint, we have made multiple attempts to contact the customer to discuss their concerns. If the customer should contact us, we will be happy to discuss their concerns.Customer response
02/22/2024
Complaint: 21258745
I am rejecting this response because:I was unavailable to take the calls right away but called them back today. They had nothing new to say or offer, and there is no reason for me to mark this complaint as resolved, as theyve made clear they are unwilling to do anything further.
Sincerely,
*********************
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Customer Complaints Summary
177 total complaints in the last 3 years.
48 complaints closed in the last 12 months.