ComplaintsforCitizens Energy Group

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been paying the water bill under my moms account but she is deceased but today they shut off my water when I only have a balance of 48 dollars so I called to have it put in my name. Now they are saying I have to wait 5 day to have it turned on and I heard them sayt he order was for them to shut it off Monday so idk why they shut it off. I have kids and 5 days is completely unreasonable amount of time to go without water . The supervisor said I should *********** and buy some water in the meantime.

  Business response

  09/05/2024

  A disconnect bill was sent on August 8, 2024, in the mothers name for $106.12, due immediately to avoid disconnection of service.The service was disconnected on August 23, 2024, due to non-payment. A payment of $107.00 was received on August 23, 2024, but after the service had already been disconnected. ************************ called to request reconnection of the service and informed us that his mother was deceased. He was advised that the service would need to be started in his name. Initially, the earliest available date to start the service was August 26, 2024, but we were able to expedite the process and moved the start date to August 24, 2024.

  Customer response

  09/05/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Citizens energy came out to my friends residence this morning and for whatever reason when they left, they left an extremely deep manhole UNCOVERED in their yard. They have been gone for hours. My friend has a 2 year old daughter who almost fell in that hole!!! This is NOT ok!!!

  Business response

  08/14/2024

  Thank you for providing the address and bringing this situation to our attention. It appears that we received a phone call on August 9, 2024, regarding the issue,and we dispatched a technician the same day to secure the meter.
  If you have any further concerns, please don't hesitate to contact us at ************.

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/7/2023 Amount due ******. Disconnect notice in the mail saying to pay by 8/13 to avoid disconnection. I got home from work and found I had no water. I called them and they quoted me 700 something to reconnect the water. I'm not paying 700 something when my bill was ******. Made no sense. The customer service person was no help, she said to call 211 if I had trouble paying the bill. My problem was that I got disconnected today with no warning no phone call saying my service was going to be disconnected. I found it rude. You should not turn off people's water for non payment. I don't agree with and expect to pay twice and much to turn it back on. I don't like citizens group.

  Business response

  08/14/2024

  The customer was sent a disconnect notice on July 25, 2024, indicating $394.36 of the $483.64 balance was due immediately to avoid disconnection of service. The payment was not received, and services were disconnected on August 7, 2024. The customer was then required to pay $831.64 to restore service. (see breakdown of charges below)
  

  Breakdown of Charges
  Past Due $483.64
  Gas Deposit $125.00
  Water Deposit $40.00
  Sewer Deposit $100.00
  Delinquent Trip Charge $14.00
  Reconnect Fees $69.00
  Total $831.64
  
  A payment of $831.80 was applied to the account on August ******, and water services were reconnected on August 10, 2024. However, due to no access to the home, the gas service reconnection was rescheduled and completed on August 12, 2024.

  
  

• Initial Complaint

  07/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In late July 2020, I received notice of high water usage while traveling out of state. I contacted Citizens Energy and they suggested that I have my water supply shutoff. I was told that I should contact them once the problem was resolved and they would restart service. My house had flooded and after 4 years, I have filed suit against the company hired to perform repairs that were never completed. Today, I noticed that Citizens Energy was still charging my account $16 dollars a month, which was on autopay. When I called Citizens Energy, I was told that their representative had placed a temporary hold instead of a permanent hold, so I could not be refunded the $750 plus that they had withdrawn from my account despite the fact that my bills showed zero water usage. The woman I spoke to when I had water shutoff did not explain that she was placing temporary hold, and I assumed that I would not be charged for a service that was not provided.

  Business response

  07/31/2024

  The customer contacted us on July 16, 2024, and again on July 19, 2024, for an explanation of the charges.  We informed the customer she was being billed a flat monthly charge. We explained the request to stop water service in ****************************** water usage was only a temporary measure to shut off the water flow from the house. As a courtesy, we will credit the account $150.00, which covers one year of the monthly minimum charge. The customer currently has a balance of $51.85. After applying the credit, she will have a remaining credit of $98.15.
  Please ask the customer to contact us at ************,Monday through Friday from 7 am to 7 pm, or on Saturday from 9 am to 1 pm to confirm where she would like the $98.15 refund check to be mailed.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Received notice that I was required to have a backflow test on my irrigation system. Letter was received June 26, 2024. Called my irrigation company and was told Citizens sends out this letter whether or not they have received notification that the test has been done. I would say that this type of letter is difficult for us senior citizens and that the company refrain from sending it except to those who have not reported backflow tests have been done. Show some consideration for their customers.

  Business response

  06/28/2024

  We reached out to the customer explaining the issue with the letters and confirmed his test results have been recorded with Aqua Backflow.  We apologized for the error in the letters and the customer was appreciative of the follow-up.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company sent my info to a debt collection agency, Radius Global, and now I owe $497 and my credit score has been negatively impacted. I have never been a customer of **********************. I use PG&E, ********** and Cal Water, and I have paid all of my bills on time. I have tried to contact Citizens Energy directly; however, the phone number listed on their website does not work.

  Business response

  06/28/2024

  Our records show that ************** has not contacted us to discuss her concern. We have attempted to reach out to her by phone and email for more information regarding the debt.
  
  Please ask ************** to contact *************************** at ************ to allow us the opportunity to assist.  

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This afternoon I found a folded up paper on my porch, not my mailbox, not attached to my door, just on the ground. The notice said unauthorized usage was detected and gas had been turned off. No phone call nor letter, the worker didn't knock on the door, nothing, no communication about this beforehand. I contacted Citizens and was told the representative could not speak to me, only my wife, then hung up. My wife tried to speak to someone in chat because that was easier for her but was told said she had to call in "because someone else had attempted to access the account." My wife called (which was a pain while working out of town) and was told that we had unauthorized usage going back six weeks. Six weeks ago, we had a flood. The plumber had Citizens turn our gas off, then had it turned back on. The rep admitted something was amiss on their end considering we have paid for our use since. They tried to pivot to saying the gas was turned off for our safety. It took six weeks to worry about safety!I was added to the account during that call so I can be treated like a human being if I contact Citizens and she was told someone would call me and turn the gas back on between 2 6. I had errands to run and needed to pick up some items for dinner, but I cannot cook without gas. It is now past 8 and no one has come. We were told if I left I would have to reschedule the appointment". I had to cook my children dinner using only the microwave. I'm still waiting for my gas to be turned back on.I want an apology from Citizens that contains no reservations. I want Citizens to acknowledge their poor communication, poor customer service and complete lack of consideration for our time. I refuse to be told that this was in some way my fault. Don't explain anything, just apologize. I also want a bill reduction for this month as a token of Citizen's good will, significant enough to restore my good will. Citizens claims to be investing in customer service. Prove it.

  Business response

  05/29/2024

  The plumber called on April 10, 2024, to request that the gas service be turned off for repairs. However, there was no record of the customer or the plumber calling back to have the service turned back on after the repairs were completed. Consequently, the gas meter was identified as being off in our system, which initiated an order to investigate the status of the gas service on May 21, 2024.  Upon inspection, our technician found the gas service on and subsequently turned it off due to Citizens not restoring the service. These measures are in place for the public and the customers safety when we are not contacted to perform our safety checks before the gas service is restored after repairs have been made.
  
  On May 21,2024, the customer called to inquire about the service being off. Since he was not listed on the account, we were unable to provide any information. Our records indicate that the customer ended the call after being informed of this.The customer then reached out via chat and was advised that the account holder needed to contact us. The account holder contacted us on the same day, May 21,2024, and the reconnection of the gas service order was placed.  The account holder contacted us again on May 21, 2024, at 9:06 pm for an update on the status of the order.  The dispatcher advised we were still working orders, the customer then requested that we complete the order the next day May 22, 2024, after 11 am.  *************** was restored on May 22, 2024, at 11:40 am.
  
  We apologize for any inconvenience this may have caused.  

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Three neighborhood water outages have occurred in 2 days from this provider (-0- water pressure the first time). No prior warning was given of these outages to customers. Outages never appeared on provider's outage map. No advisories (i.e., boil water or run water) were given to customers in relation to these outages which could have a negative impact on customers' health (a decrease in water pressure allows contaminants and/or soil to enter water pipelines through small cracks in piping). In addition, there is no way (that I was able to determine from the website) to contact provider about outages outside regular business hours unless it was deemed an "emergency." These outages have not been "emergencies", but they have seriously interrupted lives!

  Business response

  05/15/2024

  On April 23,2024, at 9:32 AM, ************** contacted us to report they had no water. The representative initiated an order to investigate the issue. Shortly thereafter, it was confirmed that a water outage was affecting the area. We immediately updated our water outage map and initiated calls to notify the affected customers.  Unfortunately, this customer was inadvertently overlooked in this notification process.  The water outage was due to a valve replacement and did not require a boil advisory nor did it pose any public health risks.   
  
  We sincerely regret this oversight and any inconvenience it may have caused the customer.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I owned a home at *********************************************************** IN and sole it on March 17,2021. I recently was called by Citizens telling me I owe over 600 to Citizens energy for services from December 2022 to March 28, 2023. I told them I sold the home in 2021 and they should look for whoever received the services. They say they reverted to my name because there was an agreement in place for the utilities to revert in my name but they cannot provide me a copy of any agreement. I did not own the home at the time of service, nor did I ask for the utilities to be put in my name. This was all settled shortly after closing. I should not be gbilled out of the blue for utilities I did not request nor did I use. Someone had to call and start service and that is who should be billed.

  Business response

  04/16/2024

  We could not find a request made to remove the landlord default agreement for the address at *************** before 5/23/2023.  However, notes indicate that other addresses were removed from the landlord default list on 3/26/2021 per the customers request.  As a courtesy to the customer, we have adjusted the charges of $629.94 associated with the 2453 ***** St address, resulting in a zero balance on the account.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our gas utility was disconnected because of nonpayment, we paid the bill and all fees and scheduled for service to be restored. Once an employee came out on the appointment date, they saw we had a gas leak in the home and red tagged our home until we got the leak fixed. We got the leak fixed and Citizens came back out to the home to turn our gas back on. Now, they have disconnected our service once again because they claim we have been doing theft of service and they have NO record of anyone coming out to restart our gas utility. The company that fixed our gas leak, ********************************, also has confirmed that there was a Citizens Energy personnel HERE to turn the gas back on. We are being charged almos $800 to restart our service now and have been without any heat, hot water, gas for 3 days now. We fully understand and are willing to pay for the usage but do no agree that we ever turned the utility back on ourselves. The company that fixed the leak doesnt even have the tools needed to turn it back on. We are being held accountable for something that is solely out of our control and Citizens made the mistake of not holding that record.

  Business response

  03/01/2024

  A disconnect bill was sent to the customer on August *******, indicating an immediate payment of $429.25 was needed to prevent disconnection of service.   The required payment was not received,resulting in the disconnection of service on September 7, 2022.  Upon contacting us on the same day, the customer was informed the service was disconnected due to non-payment and was quoted the amount of $823.25 to reconnect the service.  The customer mentioned she made a payment of $430.00, however, the payment had not yet been received on the account. Our representative advised we would bill the remaining balance of $393.25 and for the customer to call back once the payment is reflected on the account for service reconnection.
  
  Subsequently, on September 8, 2024, the customer called back and confirmed the payment was posted to the account.  An order was placed to reconnect the service on the next business day, September 9, 2024. However, upon the service Technicians inspection to reconnect the service, it was determined that the gas house lines would not hold pressure, posing safety concerns and preventing reconnection of service.  The customer was left a tag and instructed to contact a licensed contractor to address the safety issue before the service could be reconnected.
  
  Our records indicate the customer did not contact us to confirm repairs were made to reconnect the service, resulting in the gas billing stopping on August 23, 2023, as reflected on the billing statement dated September 23, 2023.  An investigation order was initiated on February 27, 2024, indicating unauthorized gas usage, prompting the technician to turn the gas off again.  The customer contacted us on February *******, inquiring why the gas was off.  The representative explained the unauthorized usage and that the customer would be required to pay for the unauthorized usage from August 23, 2023, to February 27, 2024, along with the deposit, reconnect fee, and the relock fee before service could be reconnected.
  
  Please see the breakdown of charges below:
  
  Unauthorized Gas Usage $537.02
  Gas Deposit $150.00
  Reconnect Fee $44.00
  Relock Fee $40.00
  Total $771.02
  
  We received a payment on 2/28/2024 of $250.00, the remaining balance is $521.02 is required to reconnect the gas service.

  Business response

  03/01/2024

  I apologize...the second paragraph dates should indicate 2022 and not 2024.

  Subsequently, on September 8, 2022, the customer called back and confirmed the payment was posted to the account.  An order was placed to reconnect the service on the next business day, September 9, 2022.  However, upon the service Technicians inspection to reconnect the service, it was determined that the gas house lines would not hold pressure, posing safety concerns and preventing reconnection of service.  The customer was left a tag and instructed to contact a licensed contractor to address the safety issue before the service could be reconnected.

   

  Customer response

  03/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The customer representative who assisted said multiple times she would not help us and was not willing to do anything for us. Our gas utility  was  indeed turned back on, but it was done so by the gas company which they have no record of. We paid what we had to pay to get it back on simply because we have children in the home who could not go without heat and hot water. However, this is a mistake on the gas company records because even the company who came out to fix the gas line CONFIRMED there was a CITIZENS GAS EMPLOYEE PRESENT AND HERE TO TURN THE UTILITY BACK ON AFTER THE ISSUE WAS FIXED. The company who fixed the gas line doesnt even carry those tools to be able to turn it on. I find it highly unprofessional we were treated so unfairly for a mistake made on YOUR end. 
  
  Regards,
  
  ***************************
  

*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. ↩