Complaints

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

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  New Jersey Natural Gas Company

  PO Box 1464 Wall, NJ 07719-1464

• 

  New Jersey Natural Gas Company

  1415 Wycoff Road Wall Township, NJ 07719

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:03/31/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi I recently asked for payment arrangement and wasnt helped. Im on a very fixed income on disability and cant afford the $682 down payment they are saying I need to keep service. I can do $100 down and monthly payments after that. Im also in process of applying for assistance

• Initial Complaint

  Date:03/14/2025

  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 contacted the automated system for New Jersey Natural Gas regarding the status of my account for the payment due this month and was told the amount was $643 (March). My bill in Dec was $158.14, Jan $289.11, Feb $497.40 (I questioned them why the bill was so high for Feb and the representative claimed because it was colder this winter and we used more gas). Today when I spoke to the representative about the March bill; she first said they revised my account since November and found their was a discrepancy with the old meter they replaced in the summer (meter was changed because they sent a letter stating they replace old meters every 4 - 5 years). When I asked representative to explain the discrepancy it didnt make any sense, and she was unable to provide me with PDF of past bills because she couldnt pull them up. I logged into my account but was unable to retrieve PDF of past or current bill. She then said she wasnt sure if they did revise my account from Nov - Dec 2024. I asked for copies of bills from November until present and that I want a breakdown of discrepancy, and she said someone will get back to me. I had paperless bill and never received the bills, then I requested a paper bill and they never sent that either. I was calling every month for payment due.

  Business Response

  Date: 03/19/2025

  ******** ***** was emailed PDF copies of her bills as requested. Today she spoke with **** Supervisor who explained the rebill and answered all of her questions. Mrs. ***** stated she understood and thanked the supervisor for the call.

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** has been overcharging me for the past few months. I called to dispute the charges and they just gave me the same answer. when i called again, they hang up the phone on me. Then I called again and gave me the same answer. They claim I used almost 20% more gas this winter due to colder temperatures. I explained that I made many changes/upgrades this winter and therefor impossible that I used more gas if meter is working correctly: Closed all storm windows, went from 5 residents to 2, serviced furnace, serviced and bled radiators, turned off 2/3 radiators up on the second floor as it was too hot, nephew who always left door open moved out, reduced cooking by about 80%, reduced dryer usage by 80%, and finally place an electric heater under my thermostat to prevent it from turning up heat too much. They just kept saying this winter is colder. Also, price per unit went up (as I was told by the operator on my first call) from .95 to 1.25, which is astronomical for any company to raise the price by around 30%. It should not be illegal. I want **** practices to be investigated as there are many people complaining about these unethical charges.

  Business Response

  Date: 03/13/2025

  Ms. ***** filed the same complaint with the ***** on 3/3/25. **** supervisors have spoken with the customer, provided a detailed bill breakdown, and issued a special read to verify the meter read is accurate, and it was. The charges are accurate. ***** reviewed and closed the complaint.

• Initial Complaint

  Date:03/08/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a notification via email that my bill is increasing substantially starting the end of this month. I have tried to reply via email with the customer service email address they provided but no reply. I have sent 4 emails over the last 10 days. Alternatively, I have tried to call 3 times with the customer service number they provided. After the phone rings, you get to a prompt, and they drop the call automatically. This is concerning as a customer when you cannot get in contact with the business to help address a concern. This is a problem and I don't know how to resolve since I cannot get in contact with anyone at the company. Please assist since my bill is going up 20%. Thank you.

  Business Response

  Date: 03/19/2025

  NJNG Supervisors left several messages for Mr. **** (most recently, yesterday) and also replied to his email with information regarding his bill.

  Customer Answer

  Date: 03/19/2025

  
  Complaint: 23038399
  
  I am rejecting this response because:

  I have called them multiple times, and while it's true they left me 2 voicemails, they keep calling from spam or unknown numbers. I've added all the numbers to my contact list and have called them back but to no avail.  I spoke to a customer service *** who said he would put me in touch with a supervisor.  They emailed me back once which I ***lied to, but didn't hear back. 

  My bill has gone up 22% which is absurd and haven't been able to get a straight answer. 

  
  Regards,
  
  ****** ****

  Business Response

  Date: 04/09/2025

  The original complaint was received on Saturday, March 8. Upon normal business hours the following Monday, attempts were made to contact Mr. **** but were unsuccessful and resulted in supervisors leaving two voicemails. I wrote to you stating such so as to provide you an update within the 10 day response period.

   

  On Wednesday, March 19^th, Mr. **** rejected that response, while acknowledging the attempts to contact him, because he had not yet spoken to a supervisor. Following receipt of this rejected response, a supervisor made another attempt to reach him by phone and was finally successful. I emailed you on March 19^th to provide an update that Mr. **** finally spoke with a supervisor, received an explanation of the charges, and stated he understood.

   

  I received an email on Saturday, March 29^th stating that BBB has determined the customers issue has not been resolved. However, the text that was included from the customer was the same rejected response as received on March 19^th. **** supervisor spoke with the customer on March 19^th after that rejection was received. Please mark this as resolved considering the customers phone discussion with supervisor on March 19^th wherein the higher bills were explained and usage comparison from last year to this year was provided.  

  Customer Answer

  Date: 04/09/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I do want to note that they didn't reply or call me until the BBB reached out to them. They were also calling me from phone numbers that were coming up spam, which later I found out was them calling from their landlines at home. 

  Although I don't entirely agree with the response from the business in regards to complaint ID ********, this is acceptable. 

  Regards,
  
  ****** ****

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A couple of years ago a group of guys came and asked me did I want to change my service. I told them nice " NO THANK YOU". I just received a bill saying that I was changed to the other company that I refused. I would like to know how does my coverage get changed without my permission.

  Business Response

  Date: 03/12/2025

  Ms. ******** was with 2 different suppliers for the past few years; ******************** from 10/15/19-8/13/21, and then ********************** 8/13/21-current. The customer received two letters in advance of each supplier switch, first on 8/22/19, and then on 6/28/21, but did not notify **** of any desire to stop the switches or dispute them. Ms. ******** called NJNG on 2/28/25 and requested to be returned to ****. The account is set to return to **** within one billing cycle with a projected date of 3/20/25.

• Initial Complaint

  Date:02/11/2025

  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.

  My gas bill is 682 per month ****** said that ***** rises tge. Rates 4 per cent on nivember This is a crime Im disable cant afford this

  Business Response

  Date: 02/14/2025

  NJNG Supervisor connected with Ms. ********* today, 2/13. Supervisor reviewed the customers billing history and explained the reasoning behind the increase on recent bill; BPU-approved rate increase, extreme temps, and slightly higher consumption than previous years. The supervisor also reviewed energy assistance options and recommended customer re-apply for assistance received in the past (***). An assistance packet was mailed to the customer for further review. Ms. ********* understood and appreciated the call, she will be following up with her countys energy assistance office. This matter is closed.

   

  Thank you,

  Maura    

• Initial Complaint

  Date:02/10/2025

  Type:Delivery 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.

  In October of this past year, I had a separate installer install a tankless hot water heater in my home at the cost of $4500. ****, and their Savegreen Project branch, being my natural gas provider, offers a $750 rebate for the installation of brand new energy efficient hot water heaters. So I filled out the form for the rebate and submitted it to the Savegree branch of ****. On their form itself it states that the processing time of the rebates is approximately 60 days. It has now been almost double the amount of time, 110 days since I submitted the rebate. I have previously called in mid-December in order to confirm that they did receive the rebate and I was told it was received. Ever since them all of my phones calls, appoximately 10 and emails approximately 6 or 7 have gone unanswered about the status of my rebate. On their messaging system both through their phone system and email state that a representative will reach out over the next day or two, but I still have yet received a response back to my inquiries. All I would like is either an update on the status of my rebate, or the full amount promised in the rebate itself, as I have meet all qualifications in order to receive the rebate from them, the full $750. Thank you.

  Business Response

  Date: 02/12/2025

  The SAVEGREEN rebates supervisor called Mr. ******* on 2/10 and 2/11 and both times the calls went to voicemail. The supervisor left a detailed message advising him that the check will be mailed out this Thursday, 2/13. Supervisor also left her direct phone number for Mr. ******* to call her back on. This matter is resolved.

• Initial Complaint

  Date:01/10/2025

  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 being billed for the wrong gas meter.We have a townhouse and there are 2 gas meters that are side-by-side, one for my neighbors unit (31 ************* and one for mine. We are being billed for each others meters. We are both original owners since 2018. Our neighbors across the street found out they had the same situation in April 2024 and it was resolved within 90 days. The unit that had the smaller bill got credit and the other unit paid the difference. The gas company did a line check of my unit and my neighbors in July 2024 and verified that we had the same situation. I contacted the gas company a few times before October 2024 and they said it would take 90 days. - Nov 5th Called and spoke to a ***resentative, they said check back in about week - Nov 12th Called and spoke to a ***resentative, they assigned a case #****** and forwarded it to a Supervisor - Nov 18th Called and spoke a ***resentative, they said they would check with their Supervisor and the Supervisor would call me back (never did)- Jan 2nd Called and spoke to a very helpful ***resentative who actually reached out to a Supervisor (Supervisor never contacted me, but there is documentation in **** customer service records that detailed this call).- Jan 7th Called and spoke to another very helpful ***resentative who actually reached out to a Supervisor (Supervisor never contacted me, but the *** did call back that afternoon and said they were missing some information from the line check ***ort and that it would be added and the issue would be resolved).- Jan 9th Called and spoke to another very helpful ***resentative who actually reached out to a Supervisor and the person who actually changes the meter assignments and the associated billing (No return call)The difference in our gas bills last year was $750. I do not know how far the gas company goes back, but at minimum a few years since that was the case with neighbors our across the street. Any assistance would be appreciated

  Business Response

  Date: 01/21/2025

  I spoke with ********************* this morning. There was an unfortunate breakdown in procedure and communication that led to his mixed meter issue being unresolved for too long. I apologized for this, and explained the credit they will receive and how billing adjustments are made. We will be cutting a refund check next week in the amount of $5,045.37 and mailing it to their Florida home. They will also receive a letter in the mail to have a detailed calculation of the correction to their account for their records.

   

  They were very appreciative of the call and are happy with the steps made to correct the issue, and consider the matter resolved. Please mark this as closed.

   

• Initial Complaint

  Date:10/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been installing an inground pool at our property. Earlier this year **** came out to ***** if our gas meter was enough to support the new gas requirement of the pool heater. It was recommended by **** that we upgrade the meter. **** sent out an invoice for ******* that i have paid on 8.15.24. Prior to paying i have been trying to get in contact with **** multiple times to understand the meter sizing requirements but have not been able to speak with anyone at the correct department. I decided to give up and pay the invoice they recommended. It has been several month now, i have called over 7 times, asking for status. All i get from customer service is "we don't have a way to contact that department other than email, and they don't reply to us, We'll email them again for you" I have now left 3 voicemails on their customer advocacy line in the last 3 weeks that promises a quick call back, and i am yet to get any reply or call back. I would like to finish our pool project but we are held up because **** will not get in touch with us. It has now been nearly 2 month since i made the payment and over 3 month of me trying to get in touch with **** regarding the project. I would like **** to schedule the work and provide a concrete date when they will complete the work.

  Business Response

  Date: 10/09/2024

  I spoke with Mr. ****** today, 10/9/24. He had already been contacted earlier this morning by our construction partner, ** *****, who will be performing the construction work necessary for his project. Mr. ****** confirmed he was able to schedule the work with *****. I profusely apologized to Mr. ****** for the communication breakdown which led to delays in scheduling this work and preventing him from completing his pool project sooner. Mr. ****** was kindly understanding and appreciated the follow-up phone call, and now has my direct phone line to contact me with any future questions/concerns. 

  Customer Answer

  Date: 10/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Thank you for your help and NJNG for taking care of the issue 
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:02/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***************** that's a part of New Jersey Natural Gas, has been charging me $38.90 without my permission or consent for **** Services. *****************, who works for the company mentioned that I was inherited this service from when I bought the house in October of 2021. I think this is unfair and un-justice as I had no idea I was being charged this amount without my consent. It was mentioned to me that this service is inherited from the old owner and that a letter was sent. I have no idea about a letter and I haven't seen a letter. For 30 months, I have been charged $38.90 for ***************** without my consent. A complaint has been noted in my account number# ************. A supervisor will be calling me back, but they mentioned there is no way to refund this to me. I think the practice of what they are doing isn't right and there should be full consent from homeowner. where inheritance is ruled out. Especially new homeowner as they have a lot on their minds and will not know to give a call to advise NJR that they do not want this service. I would like a refund and for the business to change their process. Thanks

  Business Response

  Date: 03/01/2024

  ***************** is not part of New Jersey Natural Gas. ***************** is a different company than the regulated utility, NJNG. As such, please direct this complaint to *****************.