Complaints

• 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

• Initial Complaint

  10/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had requested a replacement last Thursday a with Mr. ****** as I am having ongoing issues with the hot water heater. I am unclear why as a customer with a service plan I am being refused with. The tech who came out said it was due to high wind. However, I have lived in my home since 1980 and have never had these issues until recently. Also, Mr. ****** never provided me with the phone number for home serve per my request last Thursday and the tech initially had no idea why he was at my home and I had to patch him using my phone with Mr. ******* Mr. ****** told the tech he was there to appease the customer. I dont need appeasing or glossing over an issue. I need a replacement as I am paying for this service under the service plan Again, this is unacceptable as I am paying for a service. Please note Mr ****** spent half of the conversation last week discussing his personal concerns with Piedmont Natural gas that he has as a customer which is not relevant to my situation. I want to make you aware of this. My issue is not resolved.

  Business response

  11/04/2024

  The consumers customer service concerns were forwarded to management who contacted the consumer. The consumers concerns with the replacement of their water heater were redirected to our unregulated products and services department.  Our records reflect the consumers water was replaced on Friday, November 1 with the installation complete by 12:32 PM.  Management spoke with the consumer today and believe their issue to be satisfactorily resolved. 

  
  Kindest regards,
  Consumer Affairs
  Piedmont Natural Gas 

  
  

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had Piedmont Gas as my provider since 2021. I have a townhome which is attached to 3 other units. March 20, 2024, a unit in my building caught fire destroying the first 2 units & making mine uninhabitable. The *** said that they had contacted Piedmont within 24 hours of the fire & had advised the gas to be turned off. They were not sure if the gas had contributed to the cause or acceleration. Within a month of being displaced, I contacted Piedmont customer service & followed up about the service being shut off. They confirmed that it was shut off on their end. I still continued to be billed for the months following & my auto pay was taking care of it. During the summer, I realized I was still being billed & I called them again. They advised that I had not said I wanted a "hard turn off". I said that the option wasn't even provided so how was I supposed to know it needed to be done. They knew my house was not livable & did not explain the options to me. I had to get someone from their company to do a hard turn off because the house is still uninhabitable. I have gone back & forth with them multiple times about bills & that reimbursement should be given for the billing periods starting in April where they were aware of the house situation. I have gotten different stories from customer service & have talked with one of their "billing specialists" who assured me that the payments were shut off & that no money was due. I was also told they had a billing issue with their new system so they couldn't look up my records. I am being told that I have an overdue balance & that the charges are "because I have an account" & has nothing to do with usage. I have spoken with their customer service 7 times since the ******** have gotten a different answer each time. They say that the charges could be turned over to collections if I do not pay. The overdue amount currently is $14 but I should be refunded the money that was already taken due to their business practices.

  Business response

  10/25/2024

  Piedmont Natural Gas has reached out to the customer to review her bill complaint and provided an explanation of the charges and direct contact should the customer require additional assistance. 
  

  Kindest regards,
  
  

  Consumer Affairs
  Piedmont Natural Gas

  Customer response

  10/29/2024

   
  Better Business Bureau:
  
  I received a call the following day from a consumer affairs specialist at Piedmont. I am satisfied as of now with the resolution. I will revisit this issue if there are continued problems.  
  
  Thank you. 
  

• Initial Complaint

  10/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My hot water heater has not been working as I am without hot water. I have reported this issue two times. The staff is unhelpful and not professional. The tech called and did not leave his mobile to call him back. The company provides no estimated time of arrival in advance. I have the warranty plan. I want my hot water heater replaced under the warranty plan immediately

  Business response

  10/16/2024

  Please see attached response. 

  Thank you, 

  Consumer Affairs
  Piedmont Natural Gas 

  Customer response

  10/16/2024

   
  I am rejecting this response because:
  I was without hot water from 10/12-10/15. I would like a credit for the outage and wait. 

  Business response

  10/21/2024

  Piedmont is unable to honor the consumers request for a credit for the outage and wait.  Per our Service Regulations, Piedmont is responsible up to the outlet side of the meter.  All facilities and equipment malfunctions beyond the outlet side of the meter are the responsibility of the consumer. 
  
  The terms and conditions of the home protection plan provided by Virginia Surety Company, ***** state that when a consumer requests service under the Service Agreement a ********** will contact them within two business days. 
  
  Our records reflect the consumer notified Piedmont they were without hot water on 10/14/24 at 07:32 A.M; a ********** arrived at the property 4 hours and 38 minutes later at 12:10 P.M.  Records further reflect a second ********** arrived at the premise the following day at 02:46 P.M. The pilot light was relit,and the water heater was operating properly when they departed at 03:34 P.M.  This time frame falls withing the two business days.    
  
  Kindest regards,
  
  Consumer Affairs
  Piedmont Natural Gas
  
  

  Customer response

  10/21/2024

   
  I am rejecting this response because I want a credit for the outage since 10/12 and the response does not address the poor customer service of the agents 
  
  

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Came out to my property to add a new gas line 1.5 months ago. The subcontractors left the work site in a rush after an unrelated neighborhood incident with police several blocks down. They left the work site covered in food wrappers and bottles from their work day and didn't backfill the 2 lots work of trench they had dug up. They also left the gas pipe improperly sealed. I've been calling for several weeks now asking to get the work finished and each time they send out a technician who informs me the work has to be finished and the gas pipe is in an unsafe condition and that they will expedite my request. Subcontractors for the gas company call me and set up a date to come fix the work and then they never show up. At this point I've had 2 technicians come out and inspect the work site and 3 operations managers call me to set up dates that they then ignore and skip.This work is occurring by a natural creek and the mud and trash thats been left at the job site has been allowed to run off into the creek damaging the ecosystem, two tropical storms/hurricanes have hit this work site since work began so the run off into the environment has been significant. It has also clogged my drainage system with mud and turned any semblance of a yard I had into a mud pit.

  Business response

  10/14/2024

  We reached out to the consumer directly on Thursday, October 10 and worked with our Operations leadership team to resolve the consumer's concerns.  A crew arrived at the property on Friday, October 11 and remediated the issues left at the consumer's property.  We spoke with the consumer this morning to ensure they were satisfied with the resolution; they indicated they were and have direct contact information should they have any further issues.  

  Thank you, 

  Consumer Affairs
  Piedmont Natural Gas 

• Initial Complaint

  09/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, I have reached out to PNG multiple times to see why my account was not credited $10.70 because I paid that amount in July and the bill posted below said no payment was due so therefore my bill in August should have been zero as well. But the next bill is August and as you can see it is not showing that a credit for July was issued. No one can explain that to me and all they want to discuss is from August and forward. They switched to a new system in August and maybe thats the reason. I just want the $10.70 to be credited to my account. When I called in August, they were checking it and filed a dispute however I didnt hear anything from them until today when I called because I didnt pay so currently my bill is showing two months due when it should be one.

  Business response

  10/02/2024

  We have investigated the situation resulting in the letter of complaint.  Our records reflect the May bill for service was issued on 5/31 for $10.70.  Payment of this amount was received on 6/3, bringing the balance to $0.00.  A second payment of $10.70 posted to the account on 6/27, creating a credit on the account of -$10.70. 
  
  This credit was reflected on the June bill for service dated 6/28 as the previous balance.  New charges of $10.70 were satisfied by the credit reflecting a $0.00 total amount due by 7/23. 
  
  The July bill for service was issued on 7/25 for new charges $10.70 due by 8/10.  This is the first bill issued after conversion to our new customer information system.  The previous balance on this statement is reflected as $0.00 because the June bill was issued for $0.00.  It does not reflect a payment received because the duplicate payment the consumer made on 6/27 was reflected on the 6/28 bill for service.  The July bill reflected a previous bill amount $0.00, payments received as of July 24 $0.00 and previous balance $0.00.  Payment for the July bill was received and posted to the account on 7/31. 
  
  We issued the next bill for service on 8/26 for new charges $10.70 due by 9/20.  The previous balance on the statement also reflects $0.00 as the payment for the July bill had been received.  No payment was received for the August bill for service dated 8/26 and the $10.70 is reflected as a past due balance on the next bill for service.
  
  The September bill was issued on 9/25 for new charges $10.81, past due balance $10.70, total account balance and amount due $21.51 by 10/21.  Review of the consumer’s account reflects the balance is correct; the account received credit for the $10.70 payments on 6/3, 6/27, and 7/31. 
  
  Kindest regards,
  
  Consumer Affairs
  Piedmont Natural Gas

  Customer response

  10/02/2024

   
  I am rejecting this response because:
  I didn’t have a payment in July and that’s noted on my July bill BUT I paid it!!!!!!! So my August bill should have a zero balance and it DOES NOT!!!! Look at the copies of my bills that I sent and EXPLAIN that!!!!!!! I know my account is showing that I owe for TWO months because I didn’t pay it last month because I should have a CREDIT from July!!!!! Can someone PLEASE tell me WHY the second bill isn’t showing a CREDIT!????? I can provide allllll of my bank statements as well. 

  Business response

  10/09/2024

  Please see the attached response to the consumer's rejection.  

  Thank you, 

  Consumer Affairs
  Piedmont Natural Gas

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received an email stating my equal monthly payment plan would be skyrocketing from $134 per month to $217 per month. This is confusing because over the last 12 months I was paying $177 per month and then I got a notice telling me they were lowering it to $134. Now, suddenly it's jumping to $217 per month - an increase of $83 per month. While I certainly understand that the equal payment plan adjusts up and down based on usage, and it has done just that over the last 22 years I have been at this address, it has NEVER changed so drastically, especially considering we only have three people living in the house when we used to have four. If anything, we are using less gas. I called Piedmont Natural Gas to inquire about this and I was transferred to a "service manager" who looked at the case and actually agreed that something looked wrong. She said, "Especially since last year you had an $18 overage." This call was made on Friday, September 6 in the morning. She told me she was opening a file on the case and would call me back on Tuesday, September 10. It is now Thursday, September 12 and nobody has called me back. It's as if they simply don't care. My phone number is ************.

  Business response

  09/16/2024

  We have spoken with the consumer to resolve their complaint.  We are reducing the *** payment amount to $160.00, which we believe to be a payment amount more in alignment with historical consumption and anticipated future natural gas commodity costs.  We will be sending the consumer an email once the change has been completed.  We believe this issue to be satisfactorily resolved.  

  
  Kindest regards, 

  
  Consumer Affairs
  Piedmont Natural Gas 

  Customer response

  09/17/2024

   
  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.Thanks very much for your help.  I don't believe I would have been able to resolve this without you. 
  
  Thank you. 
  

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We cancelled our service with Piedmont officially July 2nd. They owe us our deposit back and we were ensured we would get it back after cancellation. Here it is 09/09/2024 and we have not received it. Weve called 4 times and weve been met with nothing but attitude. We were told they issued the check in July and it would be received in two weeks. After three weeks we called again and they told us they couldnt re-issue a check for ***************************************************** August and they re-issued a check.. Again, they said two weeks. We never received the check Called back and again, we were met with an attitude. They said they would again, re-issue another check but we would have to yet again call back in September So we called back (again) now theyre telling us they cant find our account because (they changed their system). They found it using the old address (2003 Red Carpet CT) and asked if we received the check there Well they already know we canceled because we moved and they have the new address. They keep going round and round and wont give us our money back.

  Business response

  09/12/2024

  Please see the attached response.  

  Thank you, 

  Consumer Affairs 

*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. ↩