Complaints
This profile includes complaints for Enbridge Gas Ohio's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 134 total complaints in the last 3 years.
- 58 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/01/2022
Type: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.
We acquired a home using Dominion Energy services at the end of July. I was unaware that there was a balance from the previous owner with them which was apparently transferred to me. I received my first bill in the mail in September - unaware that it was already carrying a late balance. I paid said bill in full - or so I thought. ($166.05) in the first week of October. Unbeknownst to me, they put me on something called the Budget Plus Payment Plan. I received a new bill today and noticed this at the bottom. I called to have my bill explained to me and learned that this "payment plan" does not actually put my payment toward my bill. It is actually more like a fee to keep services on while your bill piles up in the background. So when I paid my "bill" the money didn't actually go towards my balance, it went towards this fee. After more than an hour on the phone with them, they are charging me $98 to take me off of the "payment plan" and then I have to still pay my bill in addition as the money paid to be taken off of the plan does not go towards my bill. I never asked to be put on this "plan" and was never notified of it happening. They are telling me it is my fault I didn't call about it when they put me on it and therefore it can't be removed. They are stealing. This is not right. Instead of calling, texting, emailing, sending a notice, whatever every other company does to let you know you are carrying a late balance, they don't notify you in any capacity and instead put you on a "payment plan" which is not a payment plan at all. It is a fee they are charging you while not allowing you to pay your bill that is accumulating. I asked several times to pay my bill in full today and was told I could not do that until I pay the $98 fee. This cannot be legal.
Business Response
Date: 11/02/2022
RECEIVED VIA EMAIL BY BBB STAFF MEMBER:
Hello,
******** **** began service in July 2022. She was charged a security deposit that was billed over the first three bills. She is not responsible for any charges at the premise prior to her transferring service into her name.
She had not made any payments by the time her third bill was issued and the account was automatically set up on a payment plan to avoid a disconnection notice. There are no additional fees charged when the payment plan was established. There are no fees charged if a customer drops a payment plan. A letter was issued to her advising of the payment plan on 10/3/22.
I spoke with *** **** on 11/1/22 and reviewed the above with her. She requested to drop the payment plan and stated she would pay her total account balance by her due date of 11/17/22. She is satisfied with the resolution and has my contact information should she need further assistance.
Thank you,
******** *
Dominion Energy Ohio
Customer RelationsInitial Complaint
Date:10/30/2022
Type: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 called Dominion Energy on August 31 to let them now that I am moving on Sep 2, 2022. However, I was billed for gas until Sep 15, 2022. I have called Dominion Energy to tell them I have moved the apartment from Sep 2, so Dominion should not billed me form that day on, but the person on phone could not help me saying that I either I pay or they send my account for collection. Dominion Energy could easily verify this with the leasing office who should be paying them anyway from Sep 2.Business Response
Date: 11/01/2022
RECEIVED VIA EMAIL BY BBB STAFF MEMBER:
Hello,
****** ***** held service from 8-9-18 through 9-15-22 at the address of **** ********* **** *** * **** ******** ******* ** ****** There is no record of service billing in ****** *****’s name at the address of **** *** ****** **** *** **** ********** ** ******
There is no record of ****** ***** contacting the company on August 31 to advise the company that he was moving on Sep 2, 2022.
On 9-14-22 a new party contacted the company and requested that the service transfer into their name effective 9-15-22.
On 9-28-22 ****** ***** contacted the company regarding the final bill. The agent advised him that there was no record of him calling to end service.
The final balance in the amount of $79.61 will stand.
On 11-1-22 I called ****** ***** to discuss the above. There was no answer; a message was left on his voicemail along with the phone number to reach me in Customer Relations.
Thank You,
******* **
Dominion Customer RelationsCustomer Answer
Date: 11/05/2022
Better Business Bureau:
The bill is for **** ********* ** ***** I did not live in this location from Sep 2 - Sep 15 as the email that is attached in the complaint.I have already paid the bill portion till Sep 2. I did call Dominion on August 30 to disconnect my service and I will upload here the voice recording
if you want to.
Regards,
****** *****
Initial Complaint
Date:10/17/2022
Type: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 unable to get in contact with the company. I have waited on hold for 30 minutes to over an hour 4 times and still have not had the phone answeredBusiness Response
Date: 10/18/2022
RECEIVED VIA EMAIL BY BBB STAFF MEMBER:
Hello,
On 10-18-22 I called **** *****. He stated that he was in class with his students and will need to call back. I provided him with our direct phone number to call customer relations.
Thank You,
******* **
Dominion Customer RelationsInitial Complaint
Date:10/09/2022
Type: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 pay my gas bill online out of my checking account. Dominion is claiming I had a check returned when I made my utility payment. This is not true. I met with Huntington bank where I have my checking account. Dominion did not present a check or echeck for payment that was returned. I have proof from the bank. The bank told me dominion pay system often does this. Dominion has charged me a return check fee. Everytime I call there I am on hold for at least 30 minutes and when I do finally talk to someone the call somehow gets disconnected. I have never had a check returned, I am a 50 yr old lawyer. I would appreciate any help you can provide to facilitate at least a meeting or call with a supervisor and they need to take the returned check fee off my bill. Communicating with them is possibleBusiness Response
Date: 10/14/2022
RECEIVED VIA EMAIL BY BBB STAFF MEMBER:
Hello,
I called and spoke with Mr. ***** regarding his concerns. I advised the customer to remove the incorrect bank account information from his DEO online MYA account. As a courtesy all fees have been waived and the account has been adjusted. The customer is satisfied with the results of the investigation.
Thanks,
Dominion Customer RelationsInitial Complaint
Date:10/04/2022
Type: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.
Charged late fee when they messed my bill up and charged me for a payment they received. Charging a bill from 2018 that they failed to bill me for.Business Response
Date: 10/05/2022
RECEIVED VIA EMAIL BY BBB STAFF MEMBER:
Hello,
*** ******** had a balance from a previous account that was transferred to his current account. The customer called into DEO on 10/04/2022 to advise he had filed bankruptcy in May of this year; the bankruptcy department was able to verify this information.
The amounts from the bankruptcy account were transferred back, and the 2 payments that were made during the bankruptcy timeframe were moved to the active account; *** ******** now has a credit of $2.79.
I spoke with *** ******** on 10/04/2022 to go over the above information, and the customer is satisfied with the resolution.
Thank you,
******* **
Dominion Energy Ohio
Dominion Customer RelationsInitial Complaint
Date:09/28/2022
Type: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 previously owned a property a* ***** ******* **** ***** **** ***** property was sold on 8/22/2022 title transfer date. I called Dominion immediately ask for a final bill. I was told they needed access to meter, I told them I could not give them access I no longer owned property. I was also told new owner hadn't called, that wasn't my fault I called and you have access to website to see who new owner is and when title transferred. I was told they would attempt to get access next day (no access did they get) I called back next day advised if they couldn't get access to cut off at the curb I was told after 3 tries they would then I was told they could get on curb stop. I advised to dig up curb to gain access. I also requested after speaking with supervisor who couldn't help me to have a Manager call me 3 times and Manager has not yet called. I called almost everyday for 2 weeks all my calls and dates are recorded in there system. I have paid my bills in full every month including the high winter months of heating a empty vacant property for 3 years. My account was finally final 9/13/2022 I was billed $166.26 with new owners usage. I want this bill adjusted to the balance of $48.39 that I was told I owed when account should have been final on 8/22/2022.Business Response
Date: 09/29/2022
RECEIVED VIA EMAIL BY BBB STAFF MEMBER:
Hello,
******* ******* contacted the company on 8-23-22 to request that the service be turned off. Upon arrival on 8-24-22 there was no access.
Multiple attempts were made to turn off the gas service, however there was no access, and the company was unable to turn the service off at the outside curb box.
On 9-13-22 the service transferred into a new party’s name; a final bill was issued.
On 9-29-22 I spoke with ******* ******* and advised the account will be backdated to 8-24-22.
Thank You,
******* **
Dominion Customer RelationsInitial Complaint
Date:09/27/2022
Type: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 shut off my gas, I paid the full amount the same day and waited 4 days until they turned my gas back on. At the appointment to have the gas back on the technician did not ignite pilot light on furnace and did not tell me it was not lit. I discovered it was not lit and called dominion to ask why they did not ignite it and was told my furnace was red tagged but I was not given an explanation of why or made aware at the time of service when the gas was reconnected. Dominion is now telling me I have to hire a contractor but won’t tell me why they red flagged the furnace, furnace worked fine before being shut off.Business Response
Date: 09/28/2022
RECEIVED VIA EMAIL BY BBB STAFF MEMBER:
Hello,
*** ****** was offered a reconnection appointment for Friday 8/26/22 which was next business day after paying the amount owed to reconnect however, she requested to schedule for Monday 8/29/22 instead. The furnace was not lit due to it being summer and the heat was not needed.
I attempted to reach *** ****** on 8/28/22 to review the above and left a voice mail message. A please call letter was mailed to the customer.
Thank you,
******** *
Dominion Energy OhioInitial Complaint
Date:09/27/2022
Type: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 may 2022 to discuss a roughly $46 charge monthly when I was using absolutely 0 gas. the lady at dominion energy informed me that I could simply suspend service and restart my service when I needed my gas turned back on. That would keep me from receiving monthly charges for nothing. I called 9/26/22 and spoke with a stacy miller and she informed that I have to pay a $356 deposit to restore my service. I dont know how or why they can treat customers like this. I simply stalled my service for 4 or 5 months, I did not cancel anything and now they want a $356 deposit that might go towards my bill after 24 months. this is pure theft and makes no sense. my original account number was #************* my new one is #************* this is a commercial account with my business lake erie wholesale **** **** ** ********** ** ***** my telephone # *** *** ****Business Response
Date: 09/29/2022
RECEIVED VIA EMAIL BY BBB STAFF MEMBER:
Hello,
*** ****** had service at 2930 Clay in the business name of Lake Erie Whole Sale from 1/29/2020 – 6/07/2022. During that time, there were not enough in full and on-time payments to establish good credit.
The customer scheduled a turn off on 6/07/2022, and back on on9/27/2022. Since good credit had not been established, the account was charged a security deposit of $356.00.
I spoke with Mr. Piatek on 9/28/2022 to go over the above information. I advised we would waive the deposit as a one-time courtesy, and that going forward a deposit will be required unless good credit established.
Thank you,
******* **
Dominion Energy OhioInitial Complaint
Date:09/14/2022
Type: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.
Every since I purchased a condo in Ohio, domino has been charging me ridiculous pricing for a unit I don’t live in. I don’t understand the billing system or what supplier they gave me when I switched gas over to my name has been charging me astronomical prices. I’ve called and spoke with several employees and they can not tell me what I can do to get the bill lowered. From May to September has had been completely off and I’m still being charged. This is unacceptable! I’m stuck paying this large amount and can’t afford it and nobody seems to be able to help.Business Response
Date: 09/15/2022
RECEIVED VIA EMAIL BY BBB STAFF MEMBER:
Hello,
*** ***** began service with DEO in November 2021 and has not maintained on time and in full payments since beginning service. Due to this payment history she has a past due balance that has accumulated on her account.
I spoke with *** ***** in length on 9/14/22 and reviewed all her bills, explained Energy Choice and where to obtain a list of suppliers, referred her for assistance and offered a payment plan. An extension has been placed on the account to allow her time to make the first payment to establish the payment plan. She is satisfied with the resolution and has my contact information if she needs any further assistance.
Thank you,
******** *
Dominion Energy Ohio
Customer RelationsInitial Complaint
Date:09/13/2022
Type: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.
Account Number: * **** **** **** Service Address: **** * **** **** ****** ** ***** I started service at this address July 7th but gas was never turned on and Dominion continued to be bill me. On September 2nd I found out that service was never turned on. Dominion came out and turned it on. The amount paid during the lack of service was $84.53. During the lack of service, I thought that there was a problem with my water heater because the water was not getting hot. I purchased and installed a new flame sensor. The amount paid for the flame sensor was 57.92. I would like a refund for the total: 142.45Business Response
Date: 09/15/2022
RECEIVED VIA EMAIL BY BBB STAFF MEMBER:
Hello,
** ****** *transferred service into his name on 7/7/22 and then contacted DEO on 9/2/22 stating gas was off. DEO investigated and found gas had been turned off in error and restored service that day.
*** *******s account has been rebilled to credit all charges billed from 7/7/22 to 9/2/22 and he has been issued a credit for the $57.92 cost he incurred for the water heater sensor. He is satisfied with the resolution.
Thank you,
******** *
Dominion Energy Ohio
Customer Relations
Customer Answer
Date: 09/15/2022
[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,
*********** ******
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