Complaints

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

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• 

  Enbridge Gas Ohio

  PO Box 5759 Cleveland, OH 44101-0759

  
• 

  Dominion East Ohio

  323 Springside Dr, Akron, OH 44333

• 

  Dominion East Ohio

  150 S Jackson St Lima, OH 45801

• 

  Enbridge Gas Ohio

  1201 E 55th St Cleveland, OH 44103-1028

  
• 

  Dominion East Ohio

  2100 Eastwood Ave Akron, OH 44305

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:10/09/2023

  Type:Billing 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 took possession of a home at *** ** ******* ** ** ******* *** in late September and went to Dominion's website to set up service. Part way through the process we got an error message that it couldn't be completed. So we tried again later in the day, got the same error message. Tried again the next day, got the same error message. Then a couple days later, we received two final bills. Apparently, the online system took our new accounts (and also canceled them). So we're getting multiple $42 bills for literally one day of service each. Tried calling to get it fixed. On hold for over an hour. The employee can't help us. This company is a NIGHTMARE! All we wanted to do is establish service ONE TIME, and their online system kept taking our attempts, then cancelling our attempts. It's ridiculous to think that the same homeowner would start and stop service at the same location multiple times in just a couple days. But that's what they're doing to us. We cannot get in touch with a human being to help us fix this.

  

  Business Response

  Date: 10/10/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello,
  
   
  
  On 10-9-23 I spoke with *** ***** and adjusted the accounts.
  
   
  
  Thank You,
  
   
  
  ******* **
  
  Dominion Customer Relations

  Customer Answer

  Date: 10/10/2023

  [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. 
  
  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello,
  
  A customer service manager at Dominion Energy called me yesterday afternoon. She acknowledged that the problem was on their end, and she made the billing and account corrections. We consider this to be resolved to our satisfaction. Thank you for your help.
  
  Thank you,
  
  **** *****

  
  

• Initial Complaint

  Date:10/06/2023

  Type:Billing 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.

  Contacted Dominion Energy regarding billing statement for period of time that I was no longer residing at a residential apartment community address. Dominion has no record of my call to terminate service as of 9/8/23. Dominion has sent me a bill in the amount of $41.70 and states I will be receiving another "Final Bill" as of 10/6/23. Dominion states that they received a change order for a new resident to move in to the address as of 10/6/23. I pleaded with Dominion to work with me to correct the billing issue, however they refused. I offered to have an Affidavit sent to Dominion directly from the Landlord in order to legally produce my move out date and dates of responsibility, however, Dominion was unwilling to work with me to correct the concern. I would like to receive a final bill with a termination date of 9/8/23. I am a Landlord myself and have worked with Dominion to correct accounts, yet, they are unwilling to offer me the same opportunity for some unknown reason. They have the ability and capability to correct the account but will not. They told me numerous times that if there was a record of my call, they could correct the account. This proved that Dominion has the capability to correct the account and still refuses to do so even if furnished a legal Affidavit.

  

  Business Response

  Date: 10/06/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello,
  
   
  Customers are responsible for service in their name until they request a turn off, and access is provided to the meter if the meter is inside, or service is transferred to a new party.
  
  In this case, *** ***** contacted DEO on 10/06/2023 to request that the company backdate the turn off as of 09/08/2023. There is no record that *** ***** contacted DEO prior to 10/06/2023 to request a turn off.
  
  As a one-time courtesy DEO will backdate the bill at the customer’s request.
   
  I attempted to reach *** ***** on 10/06/2023 to advise. I left a message to return my call.
  
   
  
  Thank you,
  
   
  Dominion Energy Ohio

  Customer Relations

  Customer Answer

  Date: 10/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I appreciate DEO willing to work to adjust the billing at my request, which they have stated in their response to the BBB that they will do. However, please see the 3 attachments. Whoever made the adjustments on DEO's end has only credited the account on paper. This is unacceptable. On the new statement, it shows a credit of $41.70, however, a balance is now due in the amount of $83.40 which is double the original amount! Please Help!!

  DEO has failed to accurately adjust and correct the account as promised and is using sly, unfair, and dishonest business practices. This could be considered racketeering, which is illegal.

  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** *****
  
  
  
  
   

  

  Business Response

  Date: 10/11/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello,
  
  The account billed in error for 42 days causing a final adjusted bill to be issued in the amount of $83.40. The companies intention was to rebill the account for 21 days instead of 42 days so that *** ***** would only be charged for one basic service charge. Upon receipt of this follow up, the account has been corrected. A new final adjusted bill will mail out on 10/10/2023.
  
  On 10/10/2023 I tried to contact *** ***** to advise of the above. There was no answer, a message was left on his voicemail to return my call on the hotline.
  
  

  Dominion Energy Ohio
  
  Customer Relations

  Customer Answer

  Date: 10/11/2023

  [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.

  I have attached the revised October statement and payment that I completed for reference. The account should not be in satisfactory condition and I sincerely appreciate all parties efforts.

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

  
  

• Initial Complaint

  Date:09/20/2023

  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.

  Dominion replaced my gas line. It shut off my pilot light on my furnace. I lit the pilot light. Furnace will not come in when I turn up the thermostat. Called them. They said their is nothing they can do. **** is 80 years old.

  

  Business Response

  Date: 09/20/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello,
  
     *** ********** had her gas off briefly to relocate her meter to the outside of her home. When gas was restored the water heater was lit and the furnace left off at the customer request.  *** ********** contacted DEO a couple weeks later stating her furnace would not come on. She advised her gas water heater is working which confirms the gas is on. She was advised to contact a contractor for assistance with her furnace.
  
    I spoke with *** ********** on 9/20/23 and she feels the issue with her furnace is due to the gas being off while the meter was relocated. I advised DEO does not service appliances and she would need to get a contractor to assist with her furnace issues. I have entered a damage claim for her and she is to mail in a copy of the contractor receipt for review to DEO’s claim department.
  
  
  Thank you,

  
  
  ******** *
  
  Dominion Energy Ohio
  
  Customer Relations

• Initial Complaint

  Date:09/14/2023

  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.

  Dominion paid a contractor to remove a row of trees on my property. Along with removing the trees, they stripped away all of my landscaping which was NOT in the way of their project. This was in June. They have not returned to remove the stumps. Not only is it any eyesore, but also an environmental issue. Who knows what might be growing/ living in the weeds that have emerged now that the sun shines there??? Even the deer avoid the area. I have not had the use of this section of my property for 3 months PLEASE fix this mess that we have been living with all summer

  

  Business Response

  Date: 09/27/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello,
  
   
  
  There is a pipeline replace project taking place in this area.  The tress were cut down in May because tree cutting is not permitted in June/July before any pipeline work began.  The tree stumps will be grided down before pipes are installed, and restoration of the property will take placed after the pipeline work is completed in mid-November.  There is a land agent that is the contact for the locals regarding this matter.  I called and left a voicemail regarding the above.
  
   
  
  Thank you,
  
  Dominion Customer Relations

  Customer Answer

  Date: 09/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  I will not accept their response until the job is complete. Saying and doing are two different things. I will respond again when the job is complete.
  Regards,
  
  ***** *********
  
  
  
  
   

• Initial Complaint

  Date:09/14/2023

  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.

  So I have two major problems. One problem is Dominion removed 10 trees, one by mistake I need replaced and 9 other trees. Dominion took out these trees early June promising to return and remove the stumps and the unsightly stumps are STILL here. The second problem involves a totally ugly building on my property that is covered in peeling LEAD paint, unsafe and an eyesore since the trees that were hiding it are gone! Please show respect for my property and fix what you destroyed!

  

  Business Response

  Date: 09/27/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello,
  
   
  
  There is a pipeline replacement project taking place in this area.  The tress were cut down in May because tree cutting is not permitted in June/July before any pipeline work began.  The tree stumps will be grided down before pipes are installed, and restoration of the property will take placed after the pipeline work is completed in mid-November. The land agent (the contact for the locals) has contacted the customer on 9-25-23 and provided her with an update.
  
   
  
  Thank you,
  
  Dominion Customer Relations

• Initial Complaint

  Date:09/08/2023

  Type:Billing 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.

  They illegally turned off my gas service after not complying with sate laws and regulations. They failed to return my gas service and lied about their attempts to do so. When a service technician came to return my service they were rude, again shut off my gas service disregarding my medical needs for the service that had already been approved.

  

  Business Response

  Date: 09/11/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello Marqus,
  
  The bill issued on 8-21-23 showed a past due amount of $328.60 due immediately to avoid disconnection.
  
  On 9-6-23 the service was turned off due to nonpayment.
  
  On 9-7-23 Mr. ******* contacted the company regarding the disconnection. A medical certificate was faxed to his doctor. The medical certificate was approved on 9-7-23; a message was left on his voicemail to call for reconnection.
  
  Mr. ******* contacted the company on 9-7-23; the service order was scheduled for 9-8-23 as an all-day order; there was no access.
  
  A second service order was issued on 9-8-23; this technician noted that he was unable to access the appliances in the basement and left the service off.
  
  A third service order was issued on 9-8-23. This technician spoke with the landlord over the phone regarding access to the appliances in the basement. The technician reconnected the service and lit the stove; the water heater and the furnace were left off. The landlord advised the technician that he will light those appliances.
  
  On 9-11-23 I spoke with Mr. ******* regarding the complaint. I advised him that an email has been sent to the supervisor regarding the technician not leaving a notice when the service was turned off on 9-6-23, as well as the second technician’s behavior.
  
  An email was also sent to a supervisor regarding the agent noting the account that a message was left on Mr. ********* voicemail to call for reconnection, but he does not have a voicemail.
  
  Adjustments have been made on the account. Mr. ******* was satisfied and has my direct number to reach me in Customer Relations.
  
   
  
  Thank You,
  
   
  
  ******* **
  
  Dominion Customer Relations

  Customer Answer

  Date: 09/12/2023

  [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

  Date:09/07/2023

  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.

  Dominion says I need urgent service on my apartment's gas meter. They have sent several notices threatening to shut off our service if they cannot do this urgent work on our meter. I scheduled several days ago to have someone come out today 8am-12p. I checked my account this morning to see that the service request had been canceled, without notifying me. I called to see why the request had been cancelled and the agent said they did not know why. I asked that the work still be done today, and they said they did not have anyone to come out to do the work. I said that must not be true, since I was able to schedule my service for today initially. They insisted that a week or two from now was the soonest they could come out -- potentially after the date they say they will cut our service off. I think that if this meter service is so urgent, they can find time sooner to do this work. This is the second time I have had to adjust my schedule to accommodate these canceled appointments, I can not do this again. I would like them to send out a worker ASAP to do this "urgent" work and stop threatening to cut my service off, seeing as how they are the ones refusing to show up to the appointments.

  

  Business Response

  Date: 09/25/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello ******,
  
  The meter must be changed at this address. I have been in direct contact with Hannah Smith to schedule the appointment for a date that is convenient for her. She has my direct number to reach me in Customer Relations.
  
  I would like to add that the meter was successfully changed on 09/15/23
  
   
  
  Thank you,
  
  ***** **
  
  Dominion Customer Relations

• Initial Complaint

  Date:08/22/2023

  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.

  My gas was shut off 8/17 and did not get a bill till three days later and I'm trying to do a partial payment of $155 and it's medically making it hard to do daily chores

  

  Business Response

  Date: 08/22/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello,
  
  
  *** ******* has not maintained on time and in full payments. There has been a shut off notice on multiple months bills. Gas was turned off for nonpayment 8/9/2023.
  
     I spoke with her today and explained a medical certificate can be applied for to restore services. She is to call me back with her doctors information so one can be faxed.
  

  
  Thank you,
  
   
  
  ******** *
  
  Dominion Energy Ohio
  
  Customer Relations

• Initial Complaint

  Date:08/21/2023

  Type:Billing 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.

  For 3 months I have been getting billed for way beyond what my actual meter reads . They will not give a credit , and they continue billing for gas I have never used . Now threatening gas shut off. This is beyond ridiculous , please help . I have also filed a complaint with PUCO today 8-21-2023.

  

  Business Response

  Date: 09/05/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello,
  
   
  In addition to this complaint *** ********* has filed an informal complaint with the PUCO and the investigation results are as follows:
  
   Upon receipt of the complaints a hold was placed on the account to prevent shut off through 9-21-23.
  
   We received a call on 6-26-23 from *** ********* regarding his high bill complaint.
  
  The company determined that there was a malfunction in the equipment.  A wire was found damaged for the AMR (automated meter reading) device in June 2023 and has been repaired.  The AMR device was not properly synced which caused overbilling.
  
  On 8-29-23 a technician was sent to the property to investigate and confirm the correct read from corrector equipment on the manifold.
  
  The account has been rebilled with the correct readings; there is no payment due and a credit balance of $687.13.
  
  I called 9-1-23 to speak to *** ********* to discuss the above.  A message was left on his voicemail regarding the findings and my direct contact was left for any additional questions or concerns. 
  
   
  
  Thank you,
  
  Dominion Customer Relations

  Customer Answer

  Date: 09/05/2023

  [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

  Date:08/07/2023

  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.

  On 08/04/23 I placed a re-connection order with Dominion East Ohio Gas hereinafter "DEOG" a black serviceman came to my property, instead of re-connecting he disconnected the entire house claiming a PVC pipe was used. found NO Leaks. The serviceman was rude and condescending, and ordered me to repair and or remove PVC. I had the repair done and contacted DEOG which sent a white repairman who was also rude and condescending told me i was spoken of in a ill manner by the first repairman, and refused to reconnect service to my home (Downstairs) and sua sponte found new issues of cross pipe up and feeds down water heater. I told him I am the Owner and did not care because I paid both Bills. (all paid in full) he ignored me exercising my Ohio Constitutional Article 1 section 1 and 20 rights and did not reconnect service alleging gas leaks and cross pipe. The cross pipe was there upon connection in 2017 when i purchased my property, was not a connection problem nor were any gas leaks detected. The only reason for no gas re connection are race discrimination because i live in an african american community of Cleveland. I am demanding the REPAIR of disconnection be made immediately.

  

  Business Response

  Date: 08/07/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello,
  
    DEO was at the premise on 8/4/23 and found the house lines were not properly installed. Gas was left off for safety. The customer was advised to have repairs made and call back for turn on once completed.
  
      The customer called back on 8/7/23 stating the repairs had been made. DEO investigated and found repairs are still needed. The customer was advised to make repairs and call for turn on once completed.  
  
    *** ********* contacted DEO again 8/7/23  and spoke with a supervisor who advised gas will not be restored until all repairs are completed and it safe to restore gas service to the premise.
  
   
  
  Thank you,
  
  ******** *
  
  Dominion Energy Ohio