Complaints

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

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  Columbia Gas of Ohio

  290 W Nationwide Blvd Columbus, OH 43215-2561

  
• 

  Columbia Gas of Ohio

  PO Box 2318 Columbus, OH 43216-2318

  

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:05/10/2025

  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.

  On Thursday, May 8, a Columbia Gas employee stopped by to fix a small leak outside my house. I did not request this service at all. He said I was on a list of houses that needed to be fixed. He shut off the gas to my house prior to doing any work. Afterwards, he either failed to relight the pilot light on my furnace or did it incorrectly because my furnace has not worked since.On Friday, May 9, I contacted Columbia Gas customer service. They initially refused to take any responsibility, despite Columbia Gas clearly causing the issue. After some back and forth, they finally agreed to send someone out to relight the pilot light. Of course, the guy never showed up. Just a complete failure every step of the ******* I will be forced to pay another company to fix the problem that COLUMBIA GAS CREATED FOR ME.The only solution to this is sending a competent employee to properly relight the pilot light, free of charge. And it would be nice if they actually showed up too.

  

  Business Response

  Date: 05/16/2025

  We apologize for any inconvenience this situation has caused. Our records indicate on 05/09/25 10:59 "knocked on front door, no answer. left card on front door". Customer call for relite 05/12/25., the service has been restored as of 05/12/25. 

  Customer Answer

  Date: 05/16/2025

  [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 accept the business's response to resolve this complaint. Service was restored on May 12.
  
  Regards,
  
  ***** Eng

• Initial Complaint

  Date:05/07/2025

  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.

  The company shut off our gas without any notice and for only owing $300. I understand I should have paid the bill but find shutting off our gas to be excessive. Now, because they dont make appointments, I have to be at my house all day tomorrow for them to show up. I have to work and this wouldnt have even been an issue had they called me about this in advance so I could make the payment. On top of that they are making me pay a $180 security deposit because they dont believe I will pay - I have been in this house for nearly 10 years. I dont believe they should be able to get away with these business practices, especially when I paid the entire balance owed.

  

  Business Response

  Date: 05/19/2025

  Hi *****,
  
  Thank you for reaching out to Columbia Gas of Ohio.  I have waived the reconnect fee and security deposit for your account. I do apologize for the inconvenience this may have caused you. We appreciate you being a valued Columbia Gas of Ohio customer. 
  
  Thank you
  
  

  Customer Answer

  Date: 05/19/2025

  [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 accept the business's response to resolve this complaint and appreciate your help on this matter. I will want to make sure any amounts I've paid towards this are refunded to my account appropriately, so can reach out if any issues there.
  
  Thanks again - really appreciate your help in making this right. 
  
  ***** *******

• Initial Complaint

  Date:04/01/2025

  Type:Customer Service 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.

  My service was shut off today which I will take blame for because the notice got misplaced in my mail. My complaint is with the process in which my service was disconnected and what is expected to get my gas turned back on. I paid the overdue balance plus the reconnection fee to get my services turned back on and all Columbia gas offers is the next day with no time frame and only a 30 minute notice from the tech as to when they will be at my house to turn my gas back on. My fianc and myself both work more than ************************************************************* time to meet the person who will be there to turn the gas back on. The other issue is they shut it off around 4:00pm just 10 minutes before I got home from work and none of them work past 4:30pm. And to get the gas turned on the same day payment needs to be made before 12:30pm. It is shady business practices to shut the services off at a time when there is no chance to restore services the same day and with no time frame as to when they would be back out the next day. I spoke to one supervisor requesting an on call tech to come out tonight and was denied. I asked for a call back from his supervisor tonight and I recieved no call back from that person. I take full blame for my gas being shut off but the hoops normal everyday working people are expected to go through to get services restored is unacceptable.

  

  Business Response

  Date: 04/09/2025

  Thank you for your inquiry. Per the **** we are required to restore service the following business day, if receipt/payment confirmation is received after 12:30PM. If that information is received prior to 12:30 we can restore the same day. Typically, supervisor calls are returned within 72 hours. On call technicians are utilized to respond to gas emergencies, such as an odor of gas. As a courtesy for your inconvenience, we will reverse the $52.00 reconnect fee.
  
  

  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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:02/19/2025

  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.

  Columbia Gas is practicing false advertising and deceit in their Budget Plan system. When a customer pays over the amount due each month, a credit is built up. However, they will not apply the credit to the Budget Plan costs after July of each year. The credits simply disappear each August under the disguise of Actual cost. I have statements for each September that show both a credit of hundreds of dollars, and at the same time a past due amount. Where are they hiding all of the credit money and why would it not be applied to the budget plan costs? Enrollment of the Budget Plan gives no warning of this shady practice.

  

  Business Response

  Date: 02/25/2025

  Thank you for your inquiry. The budget year typically runs from August through July. The expectation is that a customer will continue to pay the budget amount regardless if there is a credit balance.
  A mid-year review is completed in March, the budget may increase or remain the same. During the months of April through July if a credit balance still exists a customer will be removed from the budget, pending review for the new budget season. The new season begins in August.
  We appreciate your feedback regarding the budget payment plan. Per your request the budget has been canceled. The monthly bill will deduct from the credit balance until it is exhausted.
  
  Thank you for taking the time to speak with us.

  Customer Answer

  Date: 03/03/2025

  As you can see from the screenshots from the Columbia Gas app, there should be no reason why credits disappear every August. Account is kept up to date all year and overpaid. When accounts are reviewed each 12 months any credit amount should continue to be applied to new amount due.

  

  Business Response

  Date: 03/13/2025

  Thank you for your follow up inquiry. As discussed via phone, the purpose of the budget is to establish a credit in preparation for larger winter heating bills. You continue to pay your budget, pending a mid year review in March.  At that time depending on the actual balance the budget may be suspended until the review period for the upcoming winter.  You have the option to cancel the budget at any time.  I have attached your billing statements for review.

  Customer Answer

  Date: 03/13/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22964336
  
  I am rejecting this response because: 

  Enrolling in the Budget plan gives no explanation of what will happen if you over pay your bill or pre-pay early before the next billing cycle. Instead enrollment claims to make paying your bill easier and not caught off guard. In reality, it makes it more complicated for anyone trying to pay early and stay ahead. The Columbia Gas app does not distinguish between actual and budget amount due. So it shows credit one month and deficit the next. There are three issues here. First, your Budget Plan system is broken if it cant apply credit from a previous month to current month expenses. This is amplified every August when the credit disappears from the billing history. Second, if checking the app shows credit instead of amount due in billing, then not paying that month should be OK when there is enough credit to cover it. Third, your website and budget plan enrollment is deceiving and does not warn anyone what happens if they pay advance and have credit.
  
  Regards,
  
  ******* ********

  

  Business Response

  Date: 03/19/2025

  Columbia's response remains the same.  The budget year typically runs from August through July.  The expectation is that a customer will continue to pay the budget amount regardless if there is a credit balance. A mid-year view is completed in March, the budget may increase or remain the same. During the months of April through July if a credit balance still exists a customer will be removed from the budget, pending review for the new budget season.  The new season begins in August.  As previously advised, per your request the budget has been canceled.  The monthly bill will deduct from the credit balance until it is exhausted.  Thank you for taking the time to speak with us.

  Customer Answer

  Date: 03/19/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22964336
  
  I am rejecting this response because: 

  
  Resolution requires that Columbia Gas amends their Budget Plan enrollment process to clearly explain this expectation at the time of enrollment. This is currently not the case. No one is being warned what will happen if they continue to pay and accumulate a credit and that Columbia Gas will not apply their credit towards their costs if they pause their payments due to a built up credit.

  Additionally, this expectation should be made clear when a customer checks their summary balance due, and their billing history, whether from the website, or from the app.

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

  

  Business Response

  Date: 03/28/2025

  Thank you for your valuable feedback. We will pass this information on to our ******************** and ask for improved explanation of our budget payment plan.
  We apologize for the inconvenience and confusion you have experienced. 

  Customer Answer

  Date: 03/31/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22964336
  
  I am rejecting this response because: 
  Im waiting on corrective action to take place and for confirmation once it has been completed.

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

• Initial Complaint

  Date:02/09/2025

  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 transferred service out of my name due to a ************* the time I was told I could set up a payment arrangement with the company for final billing which I did. I contacted support via ******** due to never recieving the bill in my email as planned - finally they got back to me && said the problem was fixed. Still, its not fixed. Now I risk potential collections for a balance - and issued with future services due to the poor support. I told them I tried to login online to make a payment but the **** wouldnt let me. I am currently having mail held at a post office awhile I await housing and am living with family. Im struggling due to the lack of income and being a single mom now but still want to resolve this without it going into collections and am very upset with the responsiveness of the company. It took massive amounts of emails before anyone even responded to help me set up a plan etc.

  

  Business Response

  Date: 02/14/2025

  We are very sorry for the trouble Ms. ******* has experienced. We suggest she contact web-support again at ************ or use another payment method such as-

  mail--Columbia Gas of Ohio
  PO Box 4629
  Carol Stream IL **********

  phone - by calling Paymentus, our 3rd party payment vendor, for a convenience fee of $2.00 @ ************

  based on her service address she may also pay in person at these locations-

  *****************
  **************************************************************

  **********
  ******************
  *******************

  KROGER #***
  *************br>******** OH 43906

  KROGER #***
  **********************
  **. *********** OH 43950

   

  Customer Answer

  Date: 03/12/2025

  Account Number: *************** Recently I contacted Columbia Gas support due to a separation and needing service removed from my name as a part of that seperation. Which was done. After that I set up a final billing payment arrangement but was never provided confirmation it had been set up etc which led to unfortunately not making the payments. Since then, I lost my job, have had multiple health issues and am facing a ton of hardships however have tried multiple times to set something up and resolve this so that I do not owe an outstanding bill. The company customer service and response to emails is ridiculously non existent. Due to the hardships, I am living with family and do not have my cellular device with service at this time. PLEASE HELP ME!

  

  Business Response

  Date: 03/19/2025

  Good afternoon,
  
  Again I apologize for the issues Ms. ******* has experienced with ************ Other payment options were provided..
  On 12/09/24 the customer was advised if 2 payments were missed the final bill payment plan would cancel and the account would be sent to 
  collections. As there have been no payments made, on 03/10/25 the account was referred to a ***************** and she will need to contact them directly for payment arrangements.
  Convergent Collections, ************.

• Initial Complaint

  Date:11/15/2024

  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.

  My wife and I have been renting a house since the summer of 2018. I have an account with ********************** that is in my name. We still reside at the same address to this day. In the past couple months my wife has gotten mail from Columbia gas stating that she has an account open in her maiden name with an outstanding balance of about $700 at an address neither of us have ever lived, that's dated 2019. The address is the house my wife's mother lives at. Called Columbia Gas and was told to send in documents proving I was living at my current address at the time of the service with the outstanding balance. A month passes and I receive a letter stating my proof wasn't good enough, even though it was exactly what they asked for, and that were gonna be held accountable. Called Columbia gas again. Representative tells my wife, that her mother, who is at the address we have never lived at, had service somehow turned back on, in my wife's maiden name again, without paying the outstanding balance. Columbia gas fails to recognize that it's identity theft and continuous to hold my wife and i accountable. I don't know how much more proof I need to provide, that states we have never lived there and that an account in my wife's maiden name should have never been opened in that address, let alone, racking up a balance, then Columbia gas allowing her to reinstate the account at the same address. Account info and other documents could be provided upon request.

  

  Business Response

  Date: 11/22/2024

  We spoke with the customer November 18, 2024. He was advised at that time we are gathering information and researching his concern. We are currently waiting for a response from an internal department.

  Thank you for following up.

  Columbia Gas of Ohio

  Customer Care and Regulatory Compliance

  

  Business Response

  Date: 12/02/2024

  Thank you for your inquiry. You have not provided sufficient proof confirming you are not responsible for this balance.
  Please contact *************** to establish payment arrangements at  ************. 
  
  If you have additional questions, please contact our office Mon-Fri, 8AM-5PM at ************.

  Thank you, 

  Columbia Gas of Ohio

  Customer Answer

  Date: 12/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22563592
  
  I am rejecting this response because: This issue has been going on for months. Everytime I call to get an update on the situation, I get the same run around. I've sent in multiple things proving I've never lived there, and on the contrary, my mother in law doesn't have anything proving that my wife or I ever lived there(since we never have). I don't understand why this is taking as long as it has. 
  
  Regards,
  
  **** ***** Ii

   

  

  Business Response

  Date: 12/12/2024

  Thank you for your response. Based on the information provided this is a family dispute. The bill stands as is. Justice will continue to be held responsible for the balance.
  
  We appreciate your time and patience.

  Columbia Gas of Ohio

  
  

  Customer Answer

  Date: 12/23/2024

  
  
  Complaint: 22563592
  
  I am rejecting this response because once again. I've provided the exact documents you guys have requested from me. Regardless of who this is about, family or a stranger. If someone else opened an account in my name, at a place I have never lived, that is a issue on your side, not mine. So let me get this right. I can open an account in my wife's mothers name, at my house. Run the bill up and never pay it, then you guys will still hold her responsible? Makes sense. 
  
  Regards,
  
  **** ***** II

  

  Business Response

  Date: 12/31/2024

  The balance has been written off. Nothing is owed. 

  Thank you for reaching out to us.

  Columbia Gas of Ohio

• Initial Complaint

  Date:11/15/2024

  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.

  I just received an automated message from Columbia Gas of Ohio and there was no option to speak to a human being. The message indicated I am past due on my bill and said I am scheduled to be disconnected but didn't give me a day or time. Also, with the urgency of the nature of this message I would expect a human being to contact me. Also, in Ohio electric and gas cannot be shutoff due to cold weather and our nights have been in the 40's. Anything below 55 degrees is unacceptable. Also, I lost my job several months ago and have not been successful getting new employment. The only income I get is less than $760 for the month and I still need to eat. I have been told I cannot access IMPACT community action for assistance because they have no money and are helping other folks in more need. I don't understand how that is determined because everyone is important. If I had the money I would have paid the bill. I also do not want anyone calling me because I want all communication in writing so they can be held accountable for what they say. Too often companies say one thing and then deny it when that is not what they told the customer so that the outcome is in the favor of the company and not the consumer.

  

  Business Response

  Date: 11/15/2024

  Mr. ******** should reach out to agency to see what assistance is available. Mr. ******** can reach out to our Office *************).  We can advise what options are available. Mr. ******** needs to contact our office as soon as possible to avoid disconnect.

  Thank you

  Columbia Gas of Ohio

  Customer Answer

  Date: 11/23/2024

  [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 accept the business's response to resolve this complaint. I accept with the provision that I can reach some of the organizations Columbia Gas of Ohio recommended but as of today ( 11-23-24) I have been unsuccessful.
  
  Regards,
  
  *** ********

• Initial Complaint

  Date:11/03/2024

  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.

  Cannot log into ANY Columbia Gas Of Ohio websites. This has been an ongoing problem for some time. Not only for information concerning my account, it's an issue making payments. Columbia wants you to move away from paper notices, yet you cannot access their website for any kind of control over your account. This is ridiculous!! Mom & Pop businesses have a more reliable access to their sites. This NEEDS to be addressed and corrected!!

  

  Business Response

  Date: 11/08/2024

  Hello,
  
  Thank you Mr. ******** for reaching out regarding the concern of the website.  When investigating your concern regarding your account with Columbia Gas of Ohio online account: We did not show any failures on the account, the attempts were successful when you logged onto the website. However, you may not have tried on the days if you were seeing the web banners saying we're having issues with the My Account portal when going onto our website. With that being said, we have experienced web stability issues over the last few months. In October we had issues where customers haven't been able to log on or complete transactions online. We have since resolved the issue. 
  
  We appreciate you reaching out and please do not hesitate to reach out to us if you have any other issues or concerns. We are constantly trying to be sure to resolve our technically issues as soon as possible when we are made aware. 
  
  Thank you,
  
  Columbia Gas of Ohio

  Customer Answer

  Date: 11/13/2024

  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  **** ********

• Initial Complaint

  Date:10/23/2024

  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 moved into my current location in mid September and submitted an address change with Columbia Gas, but my new landlord continues to get billed for my meter. I've tried calling Columbia Gas and emailing them, but no one will return my call. My landlord is mad, but I can't seem to find a solution. I desperately need someone to contact me please! My new address is set up in my online account, but states there is no meter attached.

  

  Business Response

  Date: 10/30/2024

  We are sorry for any inconvenience however, based on our records the order to connect for this customer was not placed thru our online service until 10/5/24.
  There is no record of any prior contact with this customer.

  Customer Answer

  Date: 11/01/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22466657
  
  I am rejecting this response because:  My meter is still not switched over and i do not have access to it and my usage is not reporting on my account.  My landlord continues to receive notices that she is being billed for my usage.  I requested Columbia Gas call me to discuss because I can't get anyone to return the messages I've left, however, the only response from my complaint to the BBB is to leave me a VM message.  I need to discuss this with someone, to better understand the situation, which is not the same as receive a VM message.  My next steps will be to report this to the PUCO.
  
  Regards,
  
  ***** *******

  

  Business Response

  Date: 11/13/2024

  Thank you for your response. We have made attempts to contact you and resolve this concern 11/5/24, and again on 11/6/24. Typically, we do not interfere in property owner and tenant conflicts. As a courtesy, we will make an exception. Please confirm the date you would like to be billed from. Once confirmation is received, we will request a billing adjustment, and you will receive a corrected bill.

  Thank you for your inquiry.

  Columbia Gas of Ohio 

  Customer Care and Regulatory Compliance

• Initial Complaint

  Date:08/14/2024

  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 accidentally broke my neighbors gas line. Columbia gas had to come out and fix it and they did. They charged me $1200 to fix and I'm fine with that. The problem I have is that Columbia gas delivered a bottle of gas to my neighbors house and are trying to charge me $*****. The gas line to the house was broke so the bottle of gas could not be used even if they wanted to. It was not needed and was not used in the 24hrs of delivery that it sat there. Columbia gas is trying to charge me ***** for delivering a gas bottle then picking it back up the next day. They are charging me 6 times as much to deliver a bottle of gas,than to fix the gas line it's self.

  

  Business Response

  Date: 08/22/2024

  Per our legal department---
  The bottled gas was delivered as the customer whose line was damaged requested bottled gas when it was believed that customer would be out of service for up to 3 months until the interstate gas transmission company could come and fix the damage to their facilities. While the bottle gas ultimately went unused because the interstate gas transmission company was able to repair the damage quicker than anticipated, Columbia was attempting to help the customer with the information available and ordering the bottled gas was a reasonable way to provide the customer gas service given the information available at the time the bottled gas was ordered. The bottled gas was ordered because of the damage and the bottled gas costs are part of the overall costs related to the damage.

  

  Business Response

  Date: 08/22/2024

  I'm sorry I failed to include this was a damage to a Trans Canada customer. 

  

  Business Response

  Date: 08/22/2024

  Per our legal department---
  The bottled gas was delivered as the customer whose line was damaged requested bottled gas when it was believed that customer would be out of service for up to 3 months until the interstate gas transmission company could come and fix the damage to their facilities. While the bottle gas ultimately went unused because the interstate gas transmission company was able to repair the damage quicker than anticipated, Columbia was attempting to help the customer with the information available and ordering the bottled gas was a reasonable way to provide the customer gas service given the information available at the time the bottled gas was ordered. The bottled gas was ordered because of the damage and the bottled gas costs are part of the overall costs related to the damage.

   

  I'm sorry I failed to include this was a damage to a Trans Canada customer. 

  Customer Answer

  Date: 08/29/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22143191
  
  I am rejecting this response because: 
  In your letter dated June 20, 2024, you gave a breakdown of services required to 
  Fix the situation regarding Claim # OH24-1486
  I agree with your charges EXCEPT the $6,579.00 Contracted fees.
  Your employees assessed the situation WRONG
  Your employees ordered services and materials that were not needed and 
  COULD NOT BE USED.
  I should not have to pay for mistakes by your employees for not understanding 
  what they Were doing or materials needed. 
  I have no problem paying for my mistake and making right what was needed to fix the problem.
  I should not have to pay for any incompliance on your employees side. 
  Regards,
  
  ***********************

  

  Business Response

  Date: 09/17/2024

  The charges will stand as is. ****************** requested the bottles because they were under the impression the customer would further be without gas since the customer had been without, at that time. The charges associated to the damage are valid, and **** is responsible for those charges. The company who delivers the bottles will still charge for the delivery, even if it is determined its not needed. In this specific case, even though the end result is that the bottles were not going to be required, they were still delivered. The set of bottles were taken from their inventory, resources were used to deliver the bottles, manpower included. The same process was necessary for pickup. These are all billable charges.