Complaints

This profile includes complaints for Piedmont Natural Gas Company, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Piedmont Natural Gas Company, Inc.

  4720 Piedmont Row Dr Ste 100 Charlotte, NC 28210-4294

  
• 

  Piedmont Natural Gas Company, Inc.

  PO Box 33068 Charlotte, NC 28233-3068

  
• 

  Piedmont Natural Gas Company

  2611 Greengate Dr Greensboro, NC 27406-5244

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  Piedmont Natural Gas

  110 Commerce Center Dr Tarboro, NC 27886

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  Piedmont Natural Gas

  501 W Blackstock Rd Spartanburg, SC 29301-1369

  

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:06/06/2025

  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.

  Piedmont Gas alleges that they did NOT receive payment.However, the check was cashed BEFORE the due date AND before the next bill print cycle.They were contacted several times, and no one has ********** the check/bank info is private, if you would like to see that and the bill, I will gladly send that over to you in a personalized email.This comes on the heels of a recent letter sent to Piedmont Gas asking them to re-check the meter as the bill was absurdly high, given my awareness of usage...Please ask them to operate with honor, integrity, and professionalism.

  Business Response

  Date: 06/09/2025

  Thank you for contacting us. Weve completed a review of your account and would like to provide clarification.
  
  A $70 payment was successfully posted to your account on April 29, 2025. A confirmation of this payment is attached for your records.
  
  However, a separate payment attempt of $25.20 on July 16, 2024, was returned due to invalid or incorrect bank account information. This typically occurs when the routing or account number is entered incorrectly. Please note the payment was submitted online via our website.
  
  We also reviewed your usage history, and according to the one-year comparison tool, your usage is consistent with the same period last year, with no irregularities or spikes found. Attached are a few invoices for your review.
  
  We apologize for any delay in prior responses and appreciate your patience. Your feedback is important to us, and we remain committed to providing professional and timely service.
  
  Summary:
  
  1. $70 payment posted on April 29, 2025
  
  
  2. $25.20 payment returned on July 16, 2024, due to invalid bank info
  
  
  3. Usage is in line with prior years data
  
  
  
  If you have further questions or need additional assistance, please dont hesitate to reach out.
  

  Customer Answer

  Date: 06/09/2025

   
  I am rejecting this response because:
  *The current bill, review prior attached, states they did not receive the $70 from the prior month, so that is tacked on to THIS months bill.

  * The July payment they have cited was corrected last year, moreover, it is irrelevant to the facts on this months bill

  * Inaccurate assessment regarding usage.

  2024Jan-May I was using the home regularly.

  As of 2025 that changed, so has my usage which further illustrates my point that the gas usage they are assessing is ******** is considerably less usage than last year as I'm not cooking bathing using hot water heat etc nearly as much.

   

   

  Business Response

  Date: 06/11/2025

  Thank you for your response. Weve completed another review of your account to address your concerns.
  
  To clarify, the only $70 payment that successfully posted to your account was made by check #****, which cleared on April 29, 2025. We do not show any other $70 payment. If another payment was made, please provide proof, including the confirmation number, date, and evidence the funds were withdrawn from your bank account.
  
  The returned $25.20 payment on July 16, 2024, was mentioned only because it is the only returned payment on record.
  
  Regarding usage, we understand your activity at the home decreased in 2025. Our records confirm your usage is lower this year compared to the same period in 2024. However, rate increases, weather, and thermostat settings can still impact your bill.
  
  Your one-year usage comparison is attached and shows usage is not only consistent, but lower than last year. Billing changes reflect rate adjustments, not increased usage.
  
  Weve also attached your billing history for your review.
  
  If you send additional proof of payment, please ensure your email includes your name and account number in the message body. Attachments without identifying details will be flagged and treated as a potential mail scam for your protection. 

  Customer Answer

  Date: 06/11/2025

   
  I am rejecting this response because of 2 main reasons

  1. Late fee Charge is an issue:

  Billing questions/concerns were addressed to Piedmont Gas BEFORE the due date of May 27th, however, they did not reply, thus leading me to the BBB for resolution, so it is unethical they are charging me a late fee, when they failed to reply in a timely fashion. Thus I do not believe it is appropriate to assess a .51 late fee to the account.

   

  2. The bills are inaccurate:

  Piedmont acknowledges, as is evident by the meter reads, that my usage is cut significantly. Nearly half the usage, year over year, in a few cases, yet they are charging me the same or more, when the calculations for the tax, gas price, delivery do not justify the bill amount.

  Of note, Piedmont states that the bill amount can be justified based on thermostat settings, temperature, etc however that is not acceptable excuse as the usage is what the usage is.

  a brief example to explain my point. If its 30 degrees outside and my theromostat is set to 70,

  then my units used maybe 40, plus their mulitplier of ***** plus the fee of .077 for each unit used  plus the 10 delivery fee and 3 in taxes comes out to ***** (which I am not using 40 units now, so its absurd my bill now which is only 18 units is being charged 70.00

  To further illustrate my point about the excuse of the thermostat, if its 30 degrees out and my thermostat is set to 35 degrees, then only 5 therms are used so their point about my thermostat setting impacting the price is null and void because the price is already influenced by the therms/meter read on the bill, that is the whole point of these measures.

  3. The bills NOW are reflecting the payment made prior and more accurately reflect current usage, however, prior to asking Piedmont to review the therms/meter read, they were reporting the same or more in usage, so I have concerns that prior readings were not accurately taken/billed.

   

  
  

  Business Response

  Date: 06/12/2025

  Thank you for your continued communication. We have carefully reviewed your concerns and would like to provide the following clarification:
  
  Your initial complaint stated that Piedmont Natural Gas did not properly apply your $70 payment and that your usage was inaccurately billed. We can confirm that the $70 payment posted to your account on April 29, 2025, via check #****. If another $70 payment was submitted, we respectfully ask that you provide clear documentationincluding the payment date, confirmation number, and proof of withdrawal from your financial institution.
  
  Regarding your usage concerns, we provided invoices that clearly show your 2025 usage is lower than 2024, which aligns with the reduced activity at your residence that you mentioned. While you have recently stated the bills are now accurate, no adjustments have been made on our endthe invoices you are currently seeing reflect the same accurate billing we have maintained throughout.
  
  Concerning the $0.51 late fee, it was applied because the May bill of $57.26 was not paid by the due date. This is entirely separate from the $70 payment, which had already posted the month prior. As there was no error on our part, a waiver of the late fee is not warranted.
  
  We understand you have attempted to manually estimate your bill, but we would like to clarify the correct calculation process:
  
  CCFs = Current Meter Reading Previous Reading Meter Multiplier
  
  Therms = CCFs Heat Factor
  
  Therms Current Rate = Cost of Gas
  
  Cost of Gas + Monthly Charges + Taxes = ********* Bill
  
  (In NC, rate changes may require proration.)
  
  
  We hope this explanation brings clarity. Based on our review, all billing and payments have been handled accurately, and no adjustments have been required. If new documentation becomes available, were happy to review it. Otherwise, we consider this matter closed. 

• Initial Complaint

  Date:06/02/2025

  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 previously staying at a prior residence. I recently moved and had my service transferred over, upon the transfer I was given a past due balance of over $600.00 when to my knowledge my balance was low. When I called asking about it, I was told that I was in something called the Equal Payment Program. I don't recall me being in it and asked for proof that I signed up for it. I asked multiple times for the date and conversations had stating I signed up for it. After about a 3 to 4 weeks I received some email that just had a date and time saying that I had signed up. On top of that before I received the email I called again asking since I hadn't heard back about the program, when did I have to pay it by. I was told over the phone that the two accounts weren't going to be combined and I would have time to pay them separately. The next billing statement came out and what I was just told wouldn't happen happened. From what I was told the Equal Payment Program was to set the gas bill at a set amount. My bill exceeded the allotted amount multiple times and I paid it thinking that was the current balance. I feel like I'm being unfairly overcharged and I'm trying to come to a realistic resolution.

  Business Response

  Date: 06/04/2025

  Dear ******** *****,
  
  Thank you for bringing your concerns to our attention.
  
  After reviewing your account, we found that the Equal Payment Plan (***) was established on 03/20/2023 via phone by a call center representative. At that time, your account balance was $288.62, and the monthly *** amount was set at $140. This plan averages usage over 12 months and allows for even monthly payments. When usage exceeds the monthly amount, the customer is responsible for the difference. This was explained during the call, and you were also advised that:
  
  You could pay more than the *** amount if usage was higher.
  
  Any shortage would be reconciled at the end of the 12-month cycle.
  
  You may cancel *** at any time if your account is current.
  
  *** information appears on each monthly bill.
  
  
  While you indicated you did not recall enrolling, the system shows *** was set up on your behalf and discussed during the call. We understand your frustration and apologize for any confusion.
  
  Regarding your move, the remaining balance from your prior address was transferred to your new account. This is standard to maintain service continuity. We regret any miscommunication, including statements about separating the balances.
  
  As a courtesy, were offering a 3-month installment plan of $246.26, in addition to any new monthly charges, to assist with your current balance of $738.78.
  
  Weve also attached your 2023 and 2025 billing history for review. If you wish to accept the payment plan or discuss further options, please contact us.

  Customer Answer

  Date: 06/04/2025

   
  I am rejecting this response because:
  I see nothing from 2025. If at the end of the 12 months from 2023 to 2024 where was the reconciliation that was owed? None of this was brought up to me until i moved. Where is the conversation of me reenrolling back into the program? On top of that where is the removal of the money from the account for the move. I was sent a email about my transfer, after calling back about a high bill i was resent another email after the 1st email confirming my succesful transfer about disconnection a week later after i moved. I called and was told there was a mix up and that my account would have to be credited for the week difference and none of that occurred. I offered to make payments based off a conversation had by one of ya'lls representatives. Now im being told that wasn't right but i have to believe everything prior is truth. I need for that week credit and i need a better payment plan, i kept in communication and reached out to get a resolution but because of wrong actions of ya'lls behalf im being forced into a plan that i can't meet isn't right and a better resolution needs to be had.

  Business Response

  Date: 06/04/2025

  Thank you for your response.
  
  To clarify, the Equal Payment Plan (***) was established on 03/20/2023 with a balance of $288.62 and a monthly payment amount of $140. The *** is a long-term payment option that averages your annual usage to create consistent monthly bills. It remains active unless canceledno re-enrollment is required. This was explained at the time of enrollment, and ongoing *** details are provided on your monthly statements.
  
  The plan reconciled when your account closed due to your move, and the remaining balance transferred to your new account as part of our standard process. After reviewing your account history and the move transition, we found no billing errors or duplicate charges. A credit is not warranted, as charges were based on actual gas usage. We regret any miscommunication that may have occurred but have confirmed billing accuracy.
  
  Monthly bills are sent and made available for review, which include *** summaries and balances. We encourage regular review to monitor your usage and plan status. They were also provided on the previous response, please review. 
  
  While we understand the financial strain, please note that the *** is itself a long-term payment arrangement. As a courtesy, we have offered a 3-month installment plan to assist in managing your current balance of $738.78, which is still available. 
  
  If you're unable to meet these terms, we recommend contacting local utility assistance agencies that may offer financial support toward your balance.
  
  We appreciate your communication and are committed to helping you resolve this within our policies. 

• Initial Complaint

  Date:05/29/2025

  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.

  We received our Certificate of occupancy over a month ago and peidmont has been nothing but giving me the run around while I try to get the pipe installed and now a meter. They continue to blame the county but again we have received the ** April 24, and they JUST installed the line last week and now they are saying theres no line as of yesterday 5/28 ( they dug up my neighbors yard, and mine so I know its there now) so it's been OVER 4 weeks and I can't live in a house I have spent 4 years trying to get completed. If I can't cook there, I can't live there. Nobody is helping and now I have enlisted my lawyer to try to get solution as he knows the laws far better than I do. If I could go with another gas company I would but they are the monopoly in town.

  Business Response

  Date: 05/29/2025

  Thank you for reaching out to Piedmont Natural Gas and voicing your concerns regarding the delay in the meter set.
  
  Upon receiving the complaint and understanding the need for a prompt resolution, we immediately contacted the Operations Supervisor.
  
  The supervisor confirmed they have spoken directly with the complainant's husband, **** *******, and the meter set is now scheduled for tomorrow, May 30, between 8:00 a.m. and 10:00 a.m.
  
  We sincerely apologize for the inconvenience this delay may have caused and appreciate your patience as we worked to resolve the matter.
  

  Customer Answer

  Date: 05/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. They will be meeting my husband this morning. I hate how I had to complain on a public forum to get it resolved but do appreciate the fast response from them.

  
  Thank you. 

  
  

• Initial Complaint

  Date:05/17/2025

  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 been requesting a refund of $3905.33 for over three months. Each time I call I am told that it is in the mail, but the mail is slow so I should wait. I have also tried email, but have not received a response. I simply want the over payment from auto draft repaid as the agents all said they would.

  Business Response

  Date: 05/23/2025

  The concern involving the refund mentioned in this complaint has been resolved.  The consumer has been contacted and provided with the date the refund was issued and the check number.  Additionally, the consumer has been provided with the contact information of Consumer Affairs should they need further assistance. We believe the matter has been satisfactorily resolved.

  Kindest regards,
  Consumer Affairs
  Piedmont Natural Gas
  
  

   

  Customer Answer

  Date: 05/27/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:05/12/2025

  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.

  Back in early April, I found out that my PNG account had been mixed up with another "***** *****". Somehow our accounts were combined. That alone is unacceptable. After countless phone calls over the course of a month, the issue is now being resolved. The people told me that sometimes this happens because "they don't pay attention". In February, I enrolled in PNG's budget billing where I pay the same amount every month for 12 months, then settle the difference at the end of the 12 months to keep from having sky high gas bills during the winter months. My bill for budget billing was $214/ month. After making a new account, they stated that I would now have to pay the remaining balance of my plan instead of continuing. After only 3 months of the plan. After talking to them, they stated the plan but would continue next month. To enroll in budget billing, you have to have at least 12 months of billing history. On my old account I had 2-3 years of history, but they were unable to use it to set my budget billing when none of this was my fault. Today, they told me that they worked it out and that my budget billing would start back next month, however now my bill would be $245 instead of $214. So, my bill would now be $30 more for no reason. I told her that I would not pay that amount. The only option they gave me was to unenroll from the budget billing so my summer bills will be low. However, now when the winter months come back around, my bills will be sky high again when I took the necessary steps to budget and prevent that. If they needed to adjust the amount after the 12 months that is obviously fine, however this happened after 2-3 months all because THEY mixed up my account with someone else. This is completely unacceptable. Mrs. ********* who has been working my situation, has been great, however this situation 100% should have never happened, and should be made right in some way.

  Business Response

  Date: 05/19/2025

  Please see the attached response. 

  Thank you, 

  Consumer Affairs 

• Initial Complaint

  Date:05/07/2025

  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.

  We own a rental property at **********************************************, The property was vacant so we put the utilities in our name beginning February 2025. The first gas bill was $51.85 plus a $130.00 deposit. Second gas bill was $878.61. I called in and asked them to check the meter for a leak. A technician came out and found the meter was leaking so they replaced the meter. The meter is their equipment, and they are still trying to make me pay for a gas leak caused by their faulty equipment.

  Business Response

  Date: 05/13/2025

  We have investigated the situation resulting in the complaint filed by the consumer.  The high bill is not attributable to the gas leak found at the meter.  This was a non-hazardous leak that was undetectable by a gas combustible indicator (CGI) which measures gas in parts per million (PPM).  The issue that created the high bill is due to meter index and remote frequency device (***) became out of synch with one another.  The *** does not measure the gas; it transmits monthly reads for billing.  The meter index reflects the actual amount of gas that has passed through the meter.  When an *** and index become out of synch it means account holders have been underbilled.  When we obtain a visual reading of the index the accumulated underbilled usage can appear on customer bills.  ********************** identified this issue and have been working to adjust the billing since April 14; we found the bill was reversed but the account does not reflect the reversal.  We are engaging product support to resolve the issue. 

  We contacted the consumer and relayed this information to them.  We will contact them again once the correction has been completed.  The consumer also has our direct contact information should they have any additional questions or concerns. 

  Kindest regards, 

  Consumer Affairs, Piedmont Natural Gas 

  Customer Answer

  Date: 05/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:04/16/2025

  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.

  I moved into my New house in August 2024. There are 2 adults living in my house. The ONLY things in the house that use Natural Gas are: Hot Water Heater, Cooktop, and Fireplace. The House is heated via a Heat pump using ************** Bills from September to ******* were $19-$22 a month. A piedmont Natural gas man showed up in ******* and said, "you gas meter is reading correctly; there is nothing wrong with it". "But it is not sending the data to us on the day we want". "Sometimes it's early, sometimes it late". "Would you mind if I change the meter". I said fine change the meter. AS soon as it is changed, my gas bill jumps to $55-$70 a month. I talked to MANY of my neighbors through social media and asked them what they paid. Remember this is a New subdivision built by the same people in the same way with the Same Insulation Etc. MANY of the people I talked to have THE SAME EXACT HOUSE AS I DO. They said $20 - $25 of 2 people and $35-$45 for a 2-story house with 5+ people. So I called the Gas company MANY times over the last 3 months spending HOURS on the phone. They say there is nothing wrong with my meter. They say it was Cold and I used more gas in my FURNACE. I tell them I do not have a Furnace, and they have nothing to say after that. They refuse to change it. They say that they looked at all my PAST BILLS and see no changes in the amount of Gas I'm using so the Bill is correct. You can tell from the attached data that "they say" I'm using 3 times more gas they I was in Sept-Dec. I want NO MONEY from them, I want them to put on a New Meter that reads correctly...

  Business Response

  Date: 04/22/2025

  It was necessary to change the meter that served the customer because it was not communicating properly. The new meter was factory tested prior to installation at 100% accuracy and the meter exchange occurred on January 22. The increase on the consumers bill is likely due to the consumer being underbilled on the removed meter. Piedmont checked the new meter post-installation on January 28, 2025, and found it working properly. The removed meter will be tested for accuracy; we have reached out to the third-party vendor meter testing facility to see if the meter test results are available. The test results will confirm if the consumer was underbilled on the removed meter.
  We contacted the consumer today,April 22, and offered to do a high bill investigation to resolve their concern.The consumer declined to schedule the investigation because they are in the process of having a whole house generator installed. We provided the consumer with information about inspection requirements and contact information. All other information regarding the removed and new meters was provided to the consumer. The consumer was also advised that meters that over or under-register may be adjusted up to twelve months.
  The consumer has the contact information of Consumer Affairs should they need additional assistance. We believe the matter has been satisfactorily resolved. 

  Kindest regards,

  Consumer Affairs
  Piedmont Natural Gas

• Initial Complaint

  Date:03/28/2025

  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.

  I am reaching out, because my gas bill increased tremendously since the water heater had a leak. The regulator on the water heater was replaced on 2/21/25, because of the leak. However, I had this same issue with the regulator before in Jan that caused the same leak as well and the water heater needed to be replaced. I was on a 6 month payment plan for the 1st increased bill and to see a huge bill like this it is very disturbing. I have never had a bill this high since I've been in this house. This is also the 2nd time the regulator needed to be replaced. I would like some help with this bill, because I cannot afford this full balance of $1300.00. I am only being offered an installment plan in which it is not any help and putting me further behind. I also submitted a formal complaint with the ********* and spoke with a case representative ******* ****** and she was absolutely no help. She was rude and disconnected the call. During the first call I had high hopes that she was going to be able to address my concerns bc she requested an invoice from the realtor company. So far I have paid $390 in the month of March and I've spoken with a team lead on 3/27/25 and was advised that I still need to pay $591 to avoid disconnection, but I was also advised weeks prior from another supervisor to pay $385 on or before 3/28/25 to avoid disconnection. At this point no one is willing to help! I can't afford to have my services to b disconnected bc I have kids. I've also spoken two other team leads ******* and Taraza in customer service and didn't get nowhere. Due to the two leaks was no fault of my own and I am requesting for the bill to be adjusted. There is two invoices but I can get the first invoice as well if needed. Please review the 2nd invoice. Their customer service is horrible and I hate my service is with Piedmont NG.

  Business Response

  Date: 03/31/2025

  Thank you for reaching out regarding your concern. Please note that for security and privacy reasons, we are only able to discuss account details with the account holder or an authorized representative. The person listed on this BBB complaint is not a customer of ********************************************* Gas. If you are not listed on the account, we encourage the account holder to contact us directly so we can further review the matter.
  
  Additionally, Piedmont Natural Gas is responsible for delivering natural gas safely to your home or business. However, we are not responsible for the maintenance, repair, or performance of customer-owned appliances. As such, we do not provide credits or compensation for appliance malfunctions.
  

  Thank you,

  Piedmont Natural Gas

  Consumer Affairs

  Customer Answer

  Date: 03/31/2025

   I am rejecting this response because they have been speaking to my mom ******** ****** on several occasions and I have provided verbal permission by phone each time and as well as with the *** with ******* ******. 
  
  

  Business Response

  Date: 03/31/2025

  Thank you for reaching out to Piedmont Natural Gas. We understand your concerns regarding your gas equipment, and wed like to clarify the responsibilities associated with its maintenance.
  As the homeowner, you are responsible for the upkeep, repair, and any necessary replacement of your gas equipment and appliances. This includes addressing issues such as wear and tear, gas leaks, or malfunctions. Repairs or maintenance for these items should be completed by a licensed contractor of your choice.
  Piedmont Natural Gas is responsible solely for providing natural gas service to your home and ensuring the safe and reliable delivery of gas to your equipment. If there are issues with the gas supply leading up to your meter, we are here to assist. Due to our policy, the customer is not eligible for any credit towards the account. 

  This consumer also has an open complaint with our regulators (****) and our regulations specify we are not responsible for equipment malfunctions and **** has approved our regulations.

  If the customer is not the homeowner and/or is renting, he should reach out to his landlord for further assistance with this matter. Piedmont Natural Gas has offered a 3-month installment plan in which the consumer declined. 

  Thank you, Piedmont Natural Gas.

• Initial Complaint

  Date:03/21/2025

  Type:Sales and Advertising 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 have reached out to the *********************** to follow a complaint on Piedmont natural group for having a technician come out to my house multiple times for a gas leak where an independent contractor had found the gas meter leaking gas after Piedmont natural group had came out previously and the leak was not caught initially. With this in mind, this has led to a substantial increase in the billing and left me at risk had the independent contractor not found the leak on their meter. During the communication with the *********************** piedmont , my natural gas has declined to address a reasonable explanation and resolution to the lack of negligence that was displayed by their technician which in return left me with a high gas bill. Piedmont natural gas provided in accurate information in responses and refused to acknowledge the negligence of their technicians on their end and is attempting to force account holder to take liability and disconnect services on 3/25/25. Not only did piedmont my natural gas failed to find the leak leaking meter on their first investigation on January 4. They also left the consumer at risk. Had the contractor not found the leak which required them to come back out to repair the leak on January 6.

  Business Response

  Date: 03/28/2025

  The consumer's request for assistance falls more appropriately within the authority of our regulators.  The consumer has an active complaint on file with the Public Staff of the ************************************  The complaint is currently under review with the Public Staff and Consumer Affairs senior lead.  Once the review is complete the information will be relayed to the consumer via the Public Staff.   We have no additional information to provide to the BBB for the consumer. 

  Kindest regards, 

  Piedmont Natural Gas

  Customer Answer

  Date: 03/31/2025

   
  I am rejecting this response because:
  No resolution was provided and **** has yet to provide a resolution as well as this has been an ongoing complaint since January. The point of contact at **** is forwarding emails back and forth from PNG and consumer yet no accountability or assistance has been rendered for course of action of a reasonable resolution.

  Business Response

  Date: 04/14/2025

  Please see our attached response to the consumer's complaint

• Initial Complaint

  Date:03/10/2025

  Type:Customer Service 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.

  Bill date each month show up 27 billing cycle oct25 to November 25 bill was *****,next month Department social service paid in December ********* was balance of October bill was ****** December to ******* bill ****** and after next month in ******* ****** bill date 2-28-2025 show up ******* they telling more bill because interest charge more then $400so if DSS paid $****** then it should be taken out in bill in December to ******* cycle but it's remains $******because November ******* balance was 6***** in two month *******-6*****=435.28 charging more when DSS paid ***** the number is very close but it is mess in account wrong calculation or scam they trying to steal money today DSS connected phone to Piedmont natural gas they decline for wrong ******** concern 11-27-25 bill 6***** and 2-28-25 bill *******so *******-6*****=435.28 for 3 month bill +****** DSS paid so ******+435.28=$863.43 total bill for 3 month i disagree with calculation means DSS want paid and they said they have been paid

  Business Response

  Date: 03/13/2025

  The consumer's balance has been affected by carrying over a prior due balance most months as shown in the table provided. After reviewing a full year of the consumer's invoices and analyzing their usage history, PNG finds no error in the consumer's invoices or in the application of payments received. The consumer's monetary responsibility (per therm used) has been affected by the rate increases that are listed below.

  Increase in rates:  

  Jan 1 increase of $0.00116  
  Dec 1 increase of $0.01503 
  Nov 1 rate increase of $0.19252 per therm 
  Nov. increase approved in NCUC Docket Nos. G-9 Sub 837, 847 & 848 
  Consumers may view full details of the Nov 2024 increase at Docket Details 
  PNG rates can always be viewed at Rate and Tariff Information - Residential - Piedmont Natural Gas 

  By law, Piedmont does not mark up the cost of natural gas and must pass through the actual cost on a dollar-for-dollar basis to customers. We adjust this rate periodically with the **** to ensure that the cost remains even for custome