Complaints

• Initial Complaint

  03/10/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called in to inform them that my gas was off due to the hvac company doing something to my furnace causing me to have a gas leak because of issues with the furnace. I wanted to do a payment plan and was told the amount I paid at the beginning of the month couldnt count for down payment. Was put on this plan without knowing it until further conversation and then I asked for a supervisor. She then told me this the best plan for me eventhouh i knew i would be on it for a fee months because i dont use gas much for the current months. I was told i pay the current bill with the plan amount. The extra from the plan amount will be credited to me in December. If im the plan and past due paid. What ever extra paid will credit to me. So they had a system change and it looks like alot was thrown off! They lost notes of the accident with them coming out to my home.. they lied in the complaint I filed saying I wanted my gas shut off and I was told about a fee.. so because of that lie. I want the calls pulled and viewed. Its dumb for me to shut off when they gas is turned off for saftey and I use it in winter months. I was never told about fees because it was no reason. They made my bill higher from adding on their monthly plan charges and dont want to refund me my money. I was charged late fees too. I want all my money back. They didnt close th plan when I paid in full with a credit. They lost the payment and then tried to add to the. Next month. If they look at box accts they will see the issue. Instead they want to keep my money. I put a dispute in and that's where I seen the lies and what they didnt realize is they told off on themselves in the letter provided.. also they got the nerve to send me disconnected letter when they got my money for credits. When they reported I was told they cant disconnect me but obviously that's not true either

  Business response

  03/11/2025

  Dear BBB of Southern Piedmont and Western N.C,
  
  Piedmont Natural Gas (PNG) has thoroughly reviewed CORTRESS L ****** concerns regarding billing, payment application, and the Equal Payment Plan (***). Additionally, we have retrieved and reviewed the calls relevant to the customers concerns, to ensure accuracy in our response. Below are our findings:
  
  The customer was correctly enrolled in the *** on May 7, 2024, and the plan was explained thoroughly during the call. The customer wanted to use the *** of $39 to help catch up on past-due balances, knowing that her summer bills would only include the monthly charge plus taxes. Per company policy, payments already applied to a past-due balance cannot be reallocated as a "down payment" for a new payment arrangement. The customers account history reflects proper payment application and billing. A full years worth of billing and payment history has been provided to the customer for review. The customer was de-enrolled from the *** on August 8, 2024, and any previously billed *** charges remained the customers responsibility. The *** credit was correctly applied to the account upon de-enrollment.

  The system transition did not cause any issues with the customers payments or billing. The customer has received disconnection notices due to past-due balances, which is standard company policy. Disconnection notices are system-generated when a balance remains unpaid beyond the due date. Late fees are assessed when an account is past due. The late fee is 1% of the past-due balance and is applied to the next bill per PNGs standard billing policy.
  
  Finally, we encourage the customer to review their billing and payment history. If there is evidence of a missing payment, we will gladly investigate further. We remain committed to assisting the customer and ensuring billing accuracy.

  Please review attachments. 

• Initial Complaint

  02/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** Fiber cut the underground gas line in ****, 2024. I do not have an account with ****** Fiber. Piedmont Gas came out to investigate. Full day ordeal. I disputed the charge of $78.84 with Piedmont Natural GAS (Acct. # *************** I had not used the gas yet except for hot water. I called 3x's. Each time the *** informed me that I would be contacted. The case # they gave me is **********. Last call I contacted them, I made a Formal Complaint against the company. I did advise the ***, that if I did not receive any correspondence from the company, that I will contact the BBB. She, ********, advised me that the case number would not change. Still, no call, email, etc. I am for sure, being taken advantage of. My home is approx. a 2000 sq ft ranch. Their last monthly gas bill to me was $408.00. I am now going to stop making payments on this account. I previously made payments in good faith. I am requesting a thorough gas leak investigation and price adjustments from Nov 1, 2024 to present. I DO pay their optional gas line damage coverage. Thank you.

  Business response

  02/18/2025

  Thank you for reaching out regarding your billing concerns. We sincerely apologize that you were not contacted as expected, and we understand your frustration.
  
  After reviewing your billing history, we have confirmed that your charges are in line with your usage. The bill in question for $75.84 reflects a difference of 11 therms compared to the same period last year. This difference is within a reasonable range when factoring in weather conditions, lifestyle adjustments, and any changes within the home. We encourage customers to review the detailed usage breakdown included on their monthly statements, which shows year-over-year comparisons.
  
  During this current billing period, we experienced colder temperatures, including days with snow and temperatures in the teens, which may have contributed to higher usage. We recommend setting your thermostat to 68F during colder months for optimal energy efficiency while maintaining comfort. Small adjustments in thermostat settings can help manage energy consumption and prevent unexpected increases in your bill.
  
  Additionally, rate increases may also contribute to higher bills. Any adjustments to our rates are communicated on your monthly bill and can always be found on our website at ********************************. We encourage customers to stay informed about these changes and reach out with any questions.
  
  Regarding the gas line issue, any potential leaks or equipment malfunctions within your home would fall under the responsibility of the homeowner. However, if you smell gas at any time, please contact us immediately at **************, and we will dispatch a technician as a safety precaution.
  
  If you are experiencing difficulties with making payments, we have flexible payment options available, including payment arrangements. Please contact our customer service team at ************** for assistance in setting up a plan that works for you.
  
  We appreciate your business and are here to help if you have any further questions or concerns.
  

• Initial Complaint

  02/14/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  *********** needs to be investigated, along with Piedmont Natural Gas. In my area people are paying up to 1100$ for a month of electricity. EVERYONES bill has almost tripled since November 2024. There is absolutely no reason someone in a 1 bedroom apartment is getting a bill for almost 500$. My town is struggling please help us. There has to be something you can do for the price gouging. It's not like we can switch power companies

  Business response

  02/25/2025

  Please see the attached response.  

  Thank you 

• Initial Complaint

  02/12/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Monday, January 20th, I discovered that Piedmont Gas had been billing me for the wrong meter since April 2020. (Crossed meter with my neighbor). On Monday, January 27th, I Piedmont Technician came to my residence to confirm the cross meter issue. I have been communicating with several different representatives at Piedmont Gas to get copies of my actual bill and update on my refund for being overcharged. On Tuesday, February 11th, I called into Piedmont Billing and the message noted that I had a credit of $848.07. I stayed on the call to speak with a representative. We discussed the credit and I requested that a refund check be sent. I also requested to get copies of all the bills for my actual meter back to April 2020. On today, February 12th, I checked the system to see if any of my actual bills had been uploaded when I noticed that the credit had been reduced to $597.04.I would like to know why the refund was reduced and when I will get copies of my actual bills.

  Business response

  02/17/2025

  Consumer Affairs has contacted the consumer and provided direct contact. The credits mentioned on this complaint are not final and were provided by our automated system (IVR) and or our notification system as the bill corrections are still in process. We will continue to work with the consumer to answer any questions that they may have on their account. 
  

  Customer response

  02/19/2025

   
  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

  01/30/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BECAUSE WE HAVE THE DIGITAL THERMOSTAT, AND IT HAS NOT BEEN WORKING UNTIL 1/29/2025, WE ARE TRYING TO FIGURE OUT HOW WE HAVE BEEN USING GAS. WE DO NOT NEED IT BECAUSE THERE ARE ONLY TWO PEOPLE IN THIS BUILDING AT ANY GIVEN TIME, AND WE BOTH HAVE BATTERY-OPERATED HEATERS AND A SMALL ELECTRIC HEATER IF NEEDED UNDER OUR DESKS. WE COULD TURN IT ON IF WE NEEDED IT. WE CAN NO LONGER SIT BY AND BE DISCRIMINATED AGAINST WITH ALL THE FALSE PRICE-GOUGING TACTICS; IT'S NOT ADDING UP. WE HAVE LEARNED TO ECONOMICAL ALL OF THE USAGES BECAUSE WE ARE A NON-PROFIT THAT IS WORKING HARD TO HELP OUR COMMUNITY RISE ABOVE ALL THIS POVERTY AND MAKING SURE THAT WE STAY UNDER OUR FOR BUSINESS PURPOSES. WE HAVE BEEN IN THIS BUILDING FOR SEVERAL YEARS, AND WE ARE SEEING THE GREED THAT HAS DEVELOPED IN OUR COMMUNITIES. AND WE WILL NOT STAND FOR THESE INJUSTICES. HOW DO YOU USE LESS EACH YEAR AND FIND OTHER RESOURCES TO MAINTAIN AND YOUR BILLS INCREASE? THERE IS NO WAY THAT WE ARE USING GAS TO HEAT AND AGAIN, IT HAS NOT BEEN THAT COLD TO **. WE WEAR WARM CLOTHES, AND ANOTHER LADY COMES IN TWICE A WEEKLY

  Business response

  01/31/2025

  Thank you for reaching out regarding your concerns about your gas usage and thermostat. We appreciate the opportunity to review your account and provide clarification.
  
  Our records indicate that gas usage at your property began on or after October 18, 2024, as reflected in your November billing statement. Additionally, during the billing period in question, temperatures in your area averaged 39F, which will lead to increased heating usage.
  
  On December 20, 2024, at your request, a service technician visited your property to read the meter. During the visit, the technician confirmed that your thermostat was on and set to 65F. We understand that you mentioned your thermostat was not functioning properly. In some cases, equipment issues can lead to irregular energy usage, so if you have not already done so, we recommend having a licensed heating and air professional inspect your system to ensure it is working efficiently. Please note that Piedmont Natural Gas is not responsible for equipment failures or malfunctions, nor the fuel lines that service individual appliances.

  For additional context, we reviewed your billing history and found that the usage is normal. During a similar cold period last year, your gas usage was higher, and your bill reflected that increase. This suggests that heating demand and outdoor temperatures have consistently influenced your usage over time. A copy of your past invoice is attached for reference.

  Additionally, there was a rate increase for all ************** customers in November. We notify customers of any rate changes on their billing statements, and additional details can always be found on our website, ********************************. Consumer may also view full rate details approved by the *********************************** at Dockets. If you have any further questions or need additional assistance, please dont hesitate to contact us at ************.  

   

  
  
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• Initial Complaint

  01/23/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have received a bill from Piedmont Natural Gas for Dec 12-Jan 13 service. We live in a modest, less than 2000 sqft home. The bill just for gas amounted to $668.19. This is an unbelievable amount for one month of gas utility. They sent representatives out to make sure that we did not have a gas leak. We do not. I don't understand how my bill went from $302 in a previous month to $668.19 in the next. This is atrocious! We are a family of 4 living on one income with 2 children under two. The saving tip that was offered by Piedmont, to drop my thermostat temperature to 65 degrees. Do you think that this is reasonable with a 3 month old? I have been dealing with Piedmont representatives for over 2 weeks now to no avail. Although they were sympathetic to my problem, they offered no solutions. With paying for water and electricity, I will be close to $1000 per month in utilities. How is that reasonable? This is price gauging at its finest. I would like to understand how the price went up from $411.35 in the previous year to $668.19 this year. Can this company justify the price per therm increase from 1.42 in the previous year to 1.77 this year? What is this increase based on? How is the average person suppose to afford this or is it a way to push people out of their homes? Moreover, my house is well insulated. Thermostat is set at a constant 69 degrees. We had our windows replaced in recent years. Thus, there shall never be the case when my payment for utilities is equal to more than half of my mortgage payment. Piedmont Gas is aware that they run the monopoly in the City of *********. There is no alternative for an average consumer to shop the rate elsewhere. This type of price hike should be unlawful. Piedmont Gas company provides no recourse. I truly believe that their pricing practices are at lease questionable if not fraudulent. Please be so kind and investigate this further. I appreciate your time and consideration to this particular matter.

  Business response

  01/28/2025

  Consumer Affairs has contacted the consumer from an internal escalation received prior to their complaint filed with the BBB. The consumer has the contact information for Consumer Affairs should they have any additional questions. In addition, the consumer also filed a complaint with our regulators; as such, we will be responding to them and consider this case with the BBB to be closed. 
  

• Initial Complaint

  01/19/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Piedmont (yet again) began rationing heat early on Sunday, January 19th, 2025. IT IS NOW SEVEN DEGREES. It will most likely reach below zero. Piedmont has rationed heat in the past, when it was -13 at *********************: February, 2015.

  Business response

  01/29/2025

  Our records reflect the consumer contacted us on Jan 20 at 12:38 AM and reported their heat was not working.  Our afterhours emergency response team verified service to the premise was active. We have had no further contact from the consumer.
  
  Upon receipt of the consumers complaint we confirmed with our gas control group there were no pressure drops due to high demand that would have impacted service to a consumer. We called the consumer on Jan 21 and left a voice message offering to schedule an order to check the heating equipment at the premise. The consumer has not returned our call. 
  
  Regarding the consumers mention of *********************, Piedmont does not serve the ********************* or the nearby community.   ********************* is approximately an hour outside of our service territory. 
  
  Kindest regards,
  
  Consumer Affairs
  Piedmont Natural Gas 

• Initial Complaint

  01/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my home 3 months ago and did not know it had gas utility. Gas company cut off gas yesterday (1/16/2025) without any notice to the property. I set up an account this morning (1/17/2025), and their first available date to turn it back on it Tuesday (1/21/2025). It is going to be 13 degrees outside, and they refuse to expedite it.

  Business response

  01/29/2025

  Please see our reponse attached. 

• Initial Complaint

  01/15/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing this complaint against Piedmont Natural Gas in *********, **, regarding their refusal to start new service at a property I own without requiring an unnecessary credit check/unlocking my credit report. I have been a customer of ********************************************* Gas for the past 7 years at various addresses, including my current residence. I am requesting service for an additional unit in a building I already own and where I have personal service. Despite my long-standing relationship with the company, and despite offering multiple payment verification methods (including automatic debit from my existing account or a credit card), Piedmont Natural Gas insists on performing a new credit check, which involves unlocking my credit report. This practice is not only inconvenient but also poses potential security risks to my personal information.I have attempted to resolve this issue directly with customer service. I spoke with a supervisor named Juanaka, who refused to escalate my issue to her leasdership, insisting that she was the supervisor and "no one was going to tell me different" because their new system mandates this procedure for all new service initiations. I seek intervention from the BBB to urge Piedmont Natural Gas to turn my service on without a disturbing my credit report or freeze , especially as I am CURRENTLY and active, long-term, verified customer I'd also like to see their practices amended to protect consumer data and respect existing customer relationships. Desired Resolution:Immediate activation of gas service using my existing verification A review of their policy regarding credit checks for existing and future customers when many other alternatives that don't involve credit exist A meeting/phone call with HR and or Operations to understand why Juanaka thought it was okay to attend to stone wall my request.

  Business response

  01/19/2025

  Please see the attached response. 

  Thank you

   

  Customer response

  01/20/2025

   
  I am rejecting this response because:
  I remain deeply concerned about the necessity to unlock my Experian credit file for this procedure, especially given my long AND CCURRENT history as a customer with **********************, and the availability of alternative identification methods like my state-issued driver's license and passport.
  
  I believe their current policy are overly restrictive and potentially in violation of consumer rights by not accommodating alternative, secure methods of identity verification. Here's why this matters:
  
  Security Concerns: Unlocking my credit file poses a security risk that I am not willing to take, especially when other forms of identification are available.
  Consumer Rights: The process as currently structured could be seen as not fully respecting consumer rights to privacy and security, especially for long-standing customers.
  Service Access: By not providing service due to my reluctance to compromise my security, you are potentially denying me access to essential utilities, which could be considered a rights violation.
  

  Business response

  01/28/2025

  We are responding to clarify our position further regarding your concerns. As previously stated, Piedmont Natural Gas submitted your identity verification request using your drivers license information, as you declined to provide your Social Security Number (SSN). We want to emphasize that this is an acceptable form of identification, and the security lock on your credit file prevented the system from completing the verification process.Temporarily lifting this lock is necessary for us to proceed with establishing new service.

  
  Additionally, while the *********************************** (****) oversees utility services within the state, FACTAs federal requirements take precedence regarding identity verification and fraud prevention.Piedmonts policies are designed to meet these federal mandates, ensuring both compliance and customer security.

  
  As the requested service address is in **************, only the *********************************** has jurisdiction over this matter. We trust this fully addresses your concerns and will not be changing our policies or practices.

  
  If you have further questions or require clarification, we remain available to assist. However, we consider this matter closed.

  
  Thank you for your understanding.

  
  Consumer Affairs
  Piedmont Natural Gas

• Initial Complaint

  01/07/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am not receiving bills from Piedmont Natural Gas, Ive made several calls into the call center with No assistance. Ive advised them multiple times that I am not receiving bills. I also advised the email they have for me needs to be updated on multiple occasions and still nothing! I try to go online to view my bill but always receive different error messages about my browser not being supported. If I am able to get on through another device, I receive another message that my account can only accept cash payments in which no one can explain why. Every time I call customer service I get no assistance and still no bill!!

  Business response

  01/09/2025

  We have contacted the customer and have resolved their concern. The customer has the contact information for Consumer Affairs should they have any additional questions.  
  
  

*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. ↩