Complaints

• 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 ************.  

   

  
  
  . 

• 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.  
  
  

• Initial Complaint

  12/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/31/2024 -- I Called Piedmont N.G. this morning to cancel my account, and *** ***** answered the call, she asked for my name, address and strong possibility my last four of my social security number. When I answered her questions she began disclosing all my personal information based on my requests. The last question I asked, does my account have a security passcode, she replied yes. I asked why she didn't asked; she replied they have a new software as of July 2024, I asked does the new software system supersede my passcode, personal safety and my personal privacy? The call "MYSTERIOUSLY" terminated. I called back spoke with *** ******* who "ASKED FOR MY PASSCODE IMMEDIATELY" I guess the new software in July 2024 isn't a factor, *** ***** lied to me. I was also informed the new software doesn't have a password option but that wasn't an excuse why *** ***** didn't ask, she added with apologies. No one should have to explain their personal life or experiences to express the urgency of privacy ESPECIALLY if their lives may be at risk, if they are a victim of severe domestic violence or any violence. I requested a special passcode for a reason, my privacy is required & Piedmont N.G. Violated it & could have placed my life in grave danger. I'm now being told, a special passcode doesn't exist with the new software is also frightening. With all the violence in the world, domestic killings and Piedmont N.G. not only strip the only layer of protection to safeguard my privacy is mind blowing to say the least. Now I feel unsafe in my current home, I don't know if Piedmont N.G. has provided my personal information to someone who should not have access to it. I request a supervisor and I was told by *** ****** someone should contact me within 2-4 hours, it's well over 4 hours and I have not received a call. If Piedmont employee were the cause of my life, I'm guaranteed they would still try to collect on the remaining balance. No call back shows lack of concern.

  Business response

  01/05/2025

  Piedmont Natural Gas employees are trained to handle sensitive customer information with care and protection. We reached out to the consumer to discuss their concerns and provided them with two physical mailing addresses to send correspondence.  One of the addresses provided is to our registered agent service as the consumer indicated they wish to pursue legal measures. 

  Piedmont is unable to honor the consumers request for $50,000 or to refund payments for natural gas service provided. 

  Kindest regards,

  Consumer Affairs
  Piedmont Natural Gas

  
  

  Customer response

  01/05/2025

   
  I am rejecting this response because:

  ***** in *************************** called me today Sunday Jan. 5th, 2025 at 5:27 p.m.

  ***** stated her employee made a human error and she will update her staff ?? on how to handle "Legacy" accounts because the new system doesn't have security code options any longer.  Yet my security code merged with the new software so it should have been asked and I wasn't.  A trust was created when I placed my security code onto my account, for years Piedmont N.G. has enforced my security code after asking 4 pieces of information, now it's one or the other or none at all.  The addresses ***** provided were addresses she stated "several times" she doesn't know if someone would be there for certified mail signatures.  Her response contradict our conversation.  I asked ***** if our call was being recorded, she replied yes.  I am formally requesting that call pulled and reviewed.  I do not accept this response, it's false and misleading.  Admitting fault with no resolution doesn't make me whole again.  That idea that this error could have cost me my life doesn't seem to mean anything to Piedmont N.G/*****.

  
  

  Business response

  01/17/2025

  Piedmont understands the consumers concern regarding the security code associated with their account.Historically, ********************** offered consumers the option to add a security code to their account as an alternative to providing the last four digits of their Social Security number for verification. However, this option is no longer available.
  
  Account verification remains a critical step to ensure the privacy and security of account information. In the consumers case, their account was fully verified before any account details were shared.
  
  It is important to note that the security code option was an internal process and was not included in Piedmonts Tariff and Service Regulations for any of the states where we provide service. Piedmont's Service Regulations outline the respective obligations of the Company and its customers.
  
  As stated in our initial response, we provided the consumer with two physical mailing addresses to send correspondence, including one for our registered agent service, given the consumers expressed intent to pursue legal measures.
  
  Piedmont cannot accommodate the consumers request for $50,000 or a refund of payments made for natural gas services rendered.
  
  We consider this matter closed.
  

• Initial Complaint

  12/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Ive been dealing with this issue since 2022. My phone number is linked to an address I never lived. In addition, I just started service with Piedmont gas in April 2024. My address is *********************************************. Please remove my number off any other account with ********************** gas that is not under the address I listed as mine. I have screenshots of the unauthorized alerts. Also, you will see different accounts under my number which I never lived. I just received an email about a breach with *********** so my information has definitely been compromised.

  Business response

  12/20/2024

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

  Thank you, 

  Consumer Affairs
  Piedmont Natural Gas

• Initial Complaint

  12/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February of 2022 I submitted a transfer request to move services to my new address, temporary apartment while house hunting. In September of 2024 I prepare another move into my home & a past due bill is brought to my attention for an address I have not lived at for almost 2 years. A failure on the part of Piedmont Natural gas to properly disconnect the services has been giving the new owner of this location services fraudulently under my name. I explained the issue & was assured it would be taken care of in September 2024, now in December I am being threatened to be disconnected due to this same balance at my new home when all charges for current services I use are paid. This balance was transferred to my current account. I just want the balance that does not belong to me removed.

  Business response

  12/20/2024

  We have investigated the consumers concern and found that we were unable to gain safe access to the meter when the customer requested to stop service.  ********************** is in the process of adjusting the consumers bill and have reached out directly to them to notify of the resolution.  A voice message was left for the consumer with direct contact information provided. 
  
  Thank you,
  
  Consumer Affairs
  Piedmont Natural Gas

• Initial Complaint

  11/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a customer of **********************. I was away from ** for several weeks, so paid in advance for my gas bill. However, later on my autopay at my bank must have misread my bill and paid a large amount probably reading the credit amount as the billover $400. When I returned to ** in August, I found this problem and called Piedmont to get a refund. They assured me they would take care of it. That was in August, 2024. In Sept, I called again for the same refund. It had never been received and my monthly statements keep reflecting a high credit amount (as of Nov. 4, 2024, it is $399.71. Photo of my statement attached.)I cant get them to cut me a check for the credit even though i called twice.

  Business response

  11/18/2024

  We have investigated the situation resulting in the complaint filed by the consumer.  Our records reflect the consumer contacted us on August 6 and again on September 19.  Per review of the first call there was not a specific request to refund the credit on the account, the requested centered on the account being removed from eBill and a request to receive a copy of recent bill statements.  Review of the second call reflects the consumer believed the refund to have been requested on the previous call.  The agent created a request to refund the credit to the consumer; however, failed to confirm the contract account number on the request which caused the submission to fail.  We apologize for any misunderstanding and inconvenience the consumer may have experience.  The refund has been issued and the consumer should receive a refund check in 7 to 10 business days.    

  
  Kindest regards,

  
  Consumer Affairs
  Piedmont Natural Gas

*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. ↩