ComplaintsforEnbridge Gas Ohio

• Initial Complaint

  06/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Enbridge shit our gas off for a bill of $38 which wasn't even due yet. Contacted them and they want a $275 reconnect fee. Can't speak to anyone in a high supervisory position. They couldn't explain anything and all I got was the run around

  Business response

  06/07/2024

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello,
  
    The party of record for ** ***** **** is ****** *******. He has not maintained on time and in full payments. He has had a shut off notice for multiple months on his statements. His most recent bill was issued 5/30/24 and advised a past due of $313.11 was due immediately or service could be disconnected. No payment was received and gas disconnected on 6/6/24 for nonpayment.
  
     *** ******* contacted Enbridge Gas Ohio on 6/6/24. He was advised $313.11 is due for reconnection and referred for assistance. He requested to speak with a supervisor and the call was escalated. The supervisor confirmed the minimum for reconnection is  $313.11. *** ******* was also advised he could apply for a medical certificate.
  
    I attempted to reach *** ******* on 6/6/24 and his voice mail is full. A please call letter has been issued.
  
   
  
  Thank you,
   
  
  ******** *
  
  Customer Relations

• Initial Complaint

  06/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In early May 2024, called Dominion Energy, now Embridge, to request cancellation of my service because I moved to a new home. I asked the customer service representative to let me know what day the next actual reading would occur and I was told May 24, 2024. I then went ahead and requested cancellation of the service for that day. I just received the final gas bill yesterday and discovered that they took the monthly reading on May 23, 2024. So in addition to the May bill of $58.79, they charged me an additional Basic Service Charge plus tax for $44.28. They took an estimated reading on May 24, 2024 which of course indicated that no gas was used. There is no way of knowing what date the gas company does its readings, which is why I called to determine when the May reading would take place. In looking at past bills, the dates vary from the 21st to the 25th of any month. I do not believe that I should have to pay the service charge for one day of service when I received incorrect information on the cancellation date. My account number with Embridge (formerly Dominion) is * **** **** **** for the address **** ******* ***** ********** ******** ** *****

  Business response

  06/06/2024

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello,
  
     I spoke with *** ******** on 6/6/24 and agreed to rebill his account to combine his May bill with the 1 day final bill he received as a one-time courtesy. This eliminates the Basic Service Charge he was billed for the one day of service into the new billing cycle. He was satisfied with the resolution.
  
   
   
  
  Thank you,
   
  
  ******** *
  Customer Relations

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dominion East Ohio came out to do work for my neighbors gas line. They damaged my storm drain and my yard and are refusing to repair it.

  Business response

  05/15/2024

  Good afternoon,
  
    Enbridge Gas Ohio formally known as Dominion Energy Ohio replaced a service line on 5/8/24 across the street from *** ********* property. A request to restore his tree lawn was submitted the same day.  Restoration is typically completed within 4 to 6 weeks weather depending.  
  
    I spoke with **** ******* on 5/14/24 to advise the above. He advised his storm drain was damaged during the work and I have entered a claim on his behalf. I advised him to obtain an estimate for repairs and email it to Enbridge’s Claims department for review. He has my contact information if he needs further assistance.
  
   
  
  Thank you,
  
  
  ******** *
  
  Customer Relations

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My gas was shut off when I came back from out of town on 5-2-24..I called Dominican Energy to tell them come cut my gas back on..They been trying to cut the back unit with same addr but (rear) apt gas off.. That unit is controlled by a private trust by the consumers daughter..So the gas company came out on 5-2-24 looked in my basement came and told me they couldn't cut my gas back on til they get in the rear unit to cut the gas off..the rear unit has its own basement and meter..I'm and senior with health issues I have respiratory issues that require me to need warm fluids to drink to bring up mucus..I have high blood pressure, bulging disk in my back, torn tendon in my right knee..I need my heat to help with my conditions...

  Business response

  05/07/2024

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello,
  
   
  
  Gas service was restored on 5-4-24.
  
   
  
  Thank You,
  
   
  
  Customer Relations
  
  Enbridge Gas Ohio

• Initial Complaint

  05/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  For 3 months I have not received my Dominion Energy bill. I've reported to Dominion who says they mailed it, I've reported to my local post office who says if they mailed it they would have delivered it. I called PUCO nothing they can do. At one point in time when we called Dominion they said they showed the mailing address as ** **** ** ******* ** ** **** ****** I asked who changed that they had no answer but said they would fix it. Still no bill and they say they are not getting it returned to them as undeliverable. I have a friend who was experiencing the same thing and Dominion told them to set up for auto pay. Thus does not work for us. I just want my bill so I can pay it like I have done for years.

  Business response

  05/03/2024

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello,
  
   
  
  Enbridge Gas Ohio is sending a monthly bill; there is no record of the bills being returned to the company as undeliverable by the post office.
  
   
  
  On 5-2-24 this customer contacted the company regarding the bills. The agent verified that the correct mailing address is on the account and issued a duplicate bill.
  
   
  
  Thank You,
  
   
  
  Enbridge Gas Ohio

• Initial Complaint

  04/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My payment to ******** ****** **** was assumed lost because it had been over 10 days since mailing it. USPS has lost several bills and letters I have mailed in past years. I called ******** and explained what was going on. Agent suggested calling my Bank to cancel check and pay another way. To avoid a possible late fee, I did as she suggested and cancelled check and then called back and made a payment with my debit card. Few days after seeing a 0 balance on my account and the payment I made, ******** sent me a letter threatening shut off service and charging me a returned check fee after they tried to cash the check I already told them I was cancelling. I called to dispute this charge and Agent admitted I did unform them about the check and making a ful payment with debit card. But, went ahead and tried to cash check anyway. Even though payment was already made. Stating it was policy to do so. Even admitted to me that payment was already made. I asked why would you try and cash a check for another payment on same account that already made. He said it was policy. I feel I should not be charged a return check fee for a check they were aware of and was just doing what their Agent suggested to do because of assumption check was lost in mail and I didn't want to have to pay a late fee. Am I supposed to pay twice on the same account? As I stated, this has happened before with USPS losing bills and letters I have mailed. They do not take responsibility for any lost mail. And I have had to cancel checks before and make payments directly with my debit card because mail payment never arrived. What was I supposed to do? After payment was already 10 days late and it usually takes 3 to 4 days to get to them normally.

  Business response

  04/22/2024

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello,
  
   
  
  The $12.55 fee has been waived.
  
   
  
  On 4-22-24 I spoke with this customer and advised he will only be responsible for the current charges in the amount of $83.72 due 5-1-24.
  
   
  
  Thank You,
  
   
  ******* **
  
  Customer Relations

• Initial Complaint

  03/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dominion Energy is my home gas supplier, for the last two bills my payments have not posted to my account, I have not sent the payment late the way in which I have paid is the same, I have sent proof of payment to Dominion and talked with several of there representatives and now my bill is reflecting a discount and late fees. I can’t seem to get any information, help or the situation resolved.

  Business response

  03/26/2024

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello,
  
   
  
  The missing payment (s) issue has been resolved.
  
   
  
  Thank You,
  
   
  
  Customer Relations
  
  Enbridge Gas Ohio
  
  (Formerly Dominion Energy Ohio)

• Initial Complaint

  03/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company took over ******** ****** ***** They say the invoices for natural gas usage were prepared on February 22, 2024. However, customers did not receive the invoices until March 18, 2024. Payment of the invoices was marked due by March 11, 2024, otherwise a late fee would be applied. Customers didn’t receive the invoices until a full week after they were marked due, resulting in everyone getting “automatic” late fees and penalties applied to their accounts. They are trying to blame the post office, but they could just as easily be backdating invoices to extort late fees from unsuspecting customers. At the very least, their untimely mailing errors of customers invoices should not be the customers burden to fix. They should extend the due dates on the invoices or cancel all the late fees. Everyone in the entire greater Youngstown area got their invoices late.

  Business response

  03/19/2024

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello *******,
  
  **** ******* contacted Enbridge Gas Ohio formally known as ******** ****** **** on 3-18-24 to discuss the account. The agent explained that since he is a third party, he cannot call to discuss the account. A third-party caller is anyone other than the party of record, co-applicant, or Power of Attorney.
  
  Enbridge Gas Ohio formally known as ******** ****** **** has no control on how long it takes USPS to deliver mail.
  
  There is a grace period: late fees are not applied to an account, unless the payment is not applied to the account before the next bill is issued.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The portal for Dominion Energy has been down every time I try to pay my bill. I keep receiving the following message "we are unable to perform the action you requested due to a system issue that we are actively resolving. We are very sorry for this inconvenience please try again later". I reached out to customer service to find another way to pay my bill. I was informed that the options to pay would cost me an additional 1.55. I asked for this 1.55 to be credited to my account since the portal continues to be down and am not given any timeframe for this to be fixed.

  Business response

  02/26/2024

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello,
  
   
  
  I spoke with *** ***** on 2/23/24 and assisted her in logging into Manage Your Account from her home computer so she could pay her bill. She was attempting to log in through a work computer that had firewalls blocking the log in.
  
  She was satisfied with the resolution and has my contact information if she needs further assistance. 
  
   
  
  Thank you,
  
   
  ******** *
  
  Dominion Energy Ohio
  
  Customer Relations

  Customer response

  02/26/2024

  [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. 
  
  Regards,
  
  ****** *****
  
  
  

• Initial Complaint

  01/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a bill in December 2023 for $90.00, wrote a check for it on 12/01/2023 and mailed it in to Dominion Energy. January 6, 2024 I stopped payment on the check. On January 5, 2024 I got a bill from Dominion Energy for $180.00 which I paid by check and on January 11, 2024 it cleared my bank. Today 01/22/2024 I got a letter say that my service could be turned off if I do not pay the $90.00 from the December with a extra fee. I called Dominion Energy and my account is paid in full, no outstanding balance. I was told that I have to pay the $90.00 and fee which both will be credited to my account even though I have no outstanding balance. Why should I have to pay extra which will be credited to my account to be deducted from my next bill? My bill is paid in full and that should be it.

  Business response

  01/23/2024

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello *******
  
   
  On 1-23-24 I spoke with *** **** and advised the account has been corrected.
  
   
  
  Thank you,
  
   
  
  ******* **
  
  Dominion Customer Relations

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