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

  111 Executive Pkwy New Bern, NC 28562-9712

• 

  Piedmont Natural Gas

  150 Fayetteville St Raleigh, NC 27601-1395

• 

  Piedmont Natural Gas Company, Inc

  PO Box 16087 Greenville, SC 29606

  
• 

  Piedmont Natural Gas Company, Inc.

  PO Box 1149 Hickory, NC 28603-1149

  

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: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:03/10/2025

  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

• Initial Complaint

  Date:03/10/2025

  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 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

  Date: 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

  Date:02/17/2025

  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.

  ****** 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

  Date: 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

  Date:02/14/2025

  Type:Order 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.

  *********** 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

  Date: 02/25/2025

  Please see the attached response.  

  Thank you 

• Initial Complaint

  Date:02/12/2025

  Type:Product 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.

  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

  Date: 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 Answer

  Date: 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

  Date:01/30/2025

  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.

  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

  Date: 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

  Date:01/23/2025

  Type:Order 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 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

  Date: 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

  Date:01/19/2025

  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.

  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

  Date: 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

  Date:01/17/2025

  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 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

  Date: 01/29/2025

  Please see our reponse attached.