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Business Profile

Natural Gas Companies

Northeast Ohio Natural Gas, Corp.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Natural Gas Companies.

Complaints

This profile includes complaints for Northeast Ohio Natural Gas, Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Northeast Ohio Natural Gas, Corp. has 5 locations, listed below.

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    Customer Complaints Summary

    • 12 total complaints in the last 3 years.
    • 10 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/25/2025

      Type:Billing Issues
      Status:
      Resolved
      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 cannot get in touch with customer service. I have tried and left messages on 4/10/2025 & 4/11/2025. I did receive a call back on 4/15/2025 at 3:59 PM only to discover they close at 4 and I was unfortunately unable to switch over lines. I have called since 04/21/25 3x and was on hold for 42 min then 20 and pretty much gave up my third attempt. Today is 04/25/2025 and I am on hold as we speak.I simply need to speak with someone to have an overpayment I made moved from 1 account to another. I understand it was my error having it applied to the incorrect account but need assistance fixing it. Since I have been paying only new charges leaving the credit on the account I need the funds moved from as well as the account it needs moved to.Please contact me via email or phone number, both are up to date they have on file.

      Customer Answer

      Date: 05/02/2025

      I was able to get in contact with the business, this has been completed with satisfactory resolution.

    • Initial Complaint

      Date:04/04/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 call NEO Natural Gas daily about questions regarding my bill, but only ever get voicemail. I can't even reset my password to their online portal, tells me it can't be done online so I have to call.... In Feb, I will billed for 31.6MCF usage (!!!) and March another 18.9MCF - totaling well over $500 in charges. I highly dispute the accuracy of these readings, seeing as how according to their website a typical customer uses 8MCF per month. In the last 2 months, I've been billed for over 50MCF. Even "lower readings" in prior months would not account for that. The lines were pressure tested last month, because their provider overloaded the system with mercaptan which made us think we had a leak - and according to the tech there was no leak. I need to be able to speak with someone!

      Business Response

      Date: 04/24/2025

      This complaint has been sent to the managers of the call center. The customer should expect to be contacted today or at latest tomorrow. 

    • Initial Complaint

      Date:03/26/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Northeast Ohio Gas is charging me $168.35 for they say using 16.5 MCF usage. This is an actual. They estimated January and February. I used a Total of 30.5 all of 2024. How can I all of a sudden use 16.5 in three months? I realize there were two weeks of cold weather but it still doesn't make sense. Their explanation when they finally returned my call is that is was an adjustment and they had some computer issues. My concern is that there is a gas leak somewhere near me. There was no note in the invoice stating why the amount was so much higher. A person down the street had an adjustment of 28 usage and he wasn't even there for most of the time. Can you help?

      Business Response

      Date: 03/30/2025

      The customer is correct. She received a high March bill based on actual meter read. The customer's bills for January and February were estimated low likely resulting in the higher March bill. To ensure the meter read for March was accurate, an order has been created to reread the meter. If the read comes back lower, the customer will be rebilled. 

       

    • Initial Complaint

      Date:03/21/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Northeast Ohio Natural Gas Corporation has not been reading the meters and just putting any amount on the bills. My last two have been $212. and $298.93. While a neighbor has been paying $25.-$30. something since last October including this ******************* Im very concerned that I will receive another high bill. We only heat by gas no other appliances are gas where as the neighbor has ********** appliances. I dont mind paying what I owe but dont want to over pay. Just afraid to see next bill. Please help.

      Business Response

      Date: 03/25/2025

      The customer is correct is that she's received two low estimated bills then a higher estimated bill. The higher estimate is intended to capture the increase usage in the winter months. The customer's meter was read recently, and her next bill will capture her usage from the last actual read to the recent one, less the estimated usages. 

      Customer Answer

      Date: 03/26/2025

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

      Complaint: 23081518

      I am rejecting this response because: 

      Regards,I wont know if things are right until I get my next bill. They did come to read the meter today so hopefully things will be right. 

      **** ****

    • Initial Complaint

      Date:03/18/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I received a gas bill dated 3/12/2025 from Northeast Ohio Natural Gas Corp for the amount of $234.16 which is over 8 times the amount of the February bill. The Gas Usage and Gas Cost Recovery increased in one month from 4.4 to 20.9. Our actual usage has not changed from month to month. I have tried to contact the company but was told to leave a message and they have not returned my call. Their website does not indicate any cost changes that would explain this increase. I would like the company to review their billing. Our entire neighborhood has received similar bill increases.

      Business Response

      Date: 03/20/2025

      The customer received low estimated bills for January and February. These low estimates were followed by a high actual bill in March that captured the usage for the past three months. The actual read does appear to be higher than your historical usage for these months and I've asked that a tech reread the meter to verify its accuracy. If the read comes back lower the months of January to March will be rebilled and the usage will be prorated over the affected months. 

      Customer Answer

      Date: 03/20/2025

      [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:
      Answered
      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 did not receive an actual reading for my November or ************ bills, but rather, imaginary and arbitrary ones, which nobody should be required by law to pay. These "estimates" were extraordinarily low, each around 1.25MCF usage, when I was told that I used 8MCF the same month, one year prior. My January bill, which was actual, was 40.5MCF. Why the massive discrepancy between estimated and actual? My entire annual usage in the past has been 48MCF, with average monthly usage at ********* complaints are with the estimates that aren't even close to reality, and the fact that I'm being charged an ever-increasing service fee, currently $24 each and every month, but their meter readers can't drive past my house once a month for actual readings, despite the fact that they don't even have to stop or get out of their vehicle. In this case, they skipped two months, one because of "bad weather." I went to work and took my kids to school in "bad weather," like everyone else.Their answer is "go check your own meter." What if I wasn't physically able to do that? What am I paying them for? They claim "admin expenses."My next issue is with their "gas cost recovery" that they make sound like it benefits the customer, when in actuality, it protects them with my money from taking a loss when buying gas high and selling at a lower price, undoubtedly in addition to others' unpaid and late accounts. Actual gas cost is $2.62/MCF on my bill. I pay another $5.84/MCF in "cost recovery."Finally, their billing is confusing at best. It's very hard to track in regards to credits, payments and balances, and how this information becomes "Current Charges" and "Account Balance."********************** ************* is our only option in my area, and I'm starting to feel abused. I have a feeling things might be different if there were some competition. I'm sure they found a legal loophole that protects them against being called a "monopoly."

      Business Response

      Date: 02/27/2025

      I agree with the customer. The estimated bills have been unusually low and resulted in a high actual bill in February. I've had the customer's December to February bills revised to reflect the heating degree days. This spreads the volumes out over three months and reduced the bills by the gas rates that varies month to month.  

       

    • Initial Complaint

      Date:02/19/2025

      Type:Billing Issues
      Status:
      Resolved
      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 ************ bill had an actual meter reading with November, December, and ******* being an actual. The estimates were unrealistically low, as shown on the 13 month graph displayed on the attached billing statement. I always pay ahead, carrying a credit to offset these errors. These estimates were off by a greater amount than what I can ever recall, leading to a gas bill of $412.23. I have also been disputing the differences between the Total Account Balance and Total Due By March amount. I do understand that estimates are estimates, but it is completely unacceptable to be off by what equates to 36% of the average actual usage. Assuming 6.0 0 for November, 6.0 for December, and 43.2 for ******* ((6+6+43.2)/3)=16.6 average for each month. The 6.0 number comes from their Average Monthly Usage shown on the bill.I am not the only person receiving a bill like this and I am encouraging others to also reach out to you in this matter. Given the current cost of things, it is going to be difficult for some to pay these outrageous bills. Someone in billing is supposed to be contacting me in regards to the $50 difference between the total due and the total account balance. If/when they do, I will inform them I have referred this matter to the BBB and will end the call. Thank you very much for your time and attention to this issue.

      Business Response

      Date: 02/25/2025

      The customer's large actual bill was rebilled from the last actual reading (November bill - October's usage). The usage for November, December and ******* was reproportioned based on heating degree days. The rebilling resulted in the savings of $9.78 for the three months. 

       

      Customer Answer

      Date: 03/07/2025

      [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:10/29/2024

      Type:Billing Issues
      Status:
      Resolved
      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 was contacted in Aug 2024, told my meter had been broke for a yr and they just realized it. Asked to replace it in Sept 2024. I was told all the bills I have pd for a yr were accurate estimates and my meter had 0 usage since OCT 2023. In Oct 2024 I received 12 bills in the mail. Upon phone conversations I was told my bills have been re-estimated and I owe an additional $517.68, After waiting 15 days for a return call. I now log in to find all the actual Bills I received and paid missing from my account. They have been replaced with new revised bills. On OCT 4, 2024 I sent a certified letter telling them they cannot provide proof of my actual usage and I will file a complaint. The bills I paid for the last year are gone from my account and have been replaced by revised bills that are now showing false actual usage. These are falsified bills. I have paid everything I was originally billed for up to date. You can clearly see all the new bills were issued on the same day and say REVISED at the top. I have not saved the bills that I paid in full and now have no access to them. I plan to call customer service to try to recover my original bills I paid. I want credited back the false amount they are claiming I owe. I am not responsible for my meter readings and I accurately paid everything I was billed and these are not ACTUAL usage readings as the new bills state. I have been told these were ALL estimated bills I received from OCT 2023 to OCT 2024 and now have been re-estimated. for even better accuracy.

      Business Response

      Date: 11/26/2024

      ***** ******
      Mon, Nov 25, 4:31 PM (20 hours ago)
      to me

      The customer was rebilled and currently has a credit balance of $318 because her usage for the last 15 months input  as zero which isnt accurate but it should eliminate her concerns shes been over charged due to the changing out of the meter.

      Customer Answer

      Date: 11/27/2024

      [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.

      Regards,

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

    • Initial Complaint

      Date:10/16/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 was contacted in mid August that I needed to move my gas meter. I scheduled a meeting to meet with the representative from ****** and I took a day off work to meet. He cancelled that day and asked to reschedule. I stated I could not until the week of Aug 26. He stated that he could possibly go out and pick a location which he did. I asked if this would be a cost to me and got no response. Then on Aug 20, I received an application that I had to complete and pay $750 for the relocation. I did not want to pay it and didn't think this was fair. We went back and forth and I was essentially told they would shut off my service. In early September, I asked if I could find a different location to move it to as it was as far away from my appliances as possible and would cost me additional money. On Friday, Sept 27, I reached out to schedule another time to look at relocation. We scheduled it for Oct 4 at 1. At noon on Oct 4, I received another text saying he was cancelling on me again. I explained that I had taken another day off of work and we would have to meet now after I got off work. He said OK. Then on Oct 10, they shut off my gas. I have left message after message with the company and been promised calls back. I submitted the application despite not wanting the gas meter where they want to put it. I have to speak with customer service to pay it. On top of that, they are telling my tenants who rent the house where the gas was shut off that I am the one who has cancelled several times. I have left 6 messages on Oct ***** and one was left with a representative who promised someone would call me. I have heard nothing. My tenants have been without heat since Oct 10 and nobody will talk to me and now they are telling the tenants that I have cancelled meetings. The other frustration is that they installed a new gas meter under the deck so they knew it was under the deck but now it is an issue. That deck has been there for approximately ***** years.

      Business Response

      Date: 10/22/2024

      The customer and I have spoken concerning the issues he has raised in his complaint. The customer is correct the appointments were cancelled, an application with the cost of $750 was provided, and notice the service would be disconnected within 30 days was also provided. The sales *** was unable to meet with the customer, but he did his site visit and placed a stake for the location of the new meter, and he did ask the customer to review the location of the meter and let him know if this was acceptable. The service was disconnection and when a pressure test was performed prior to reestablishing service, the test failed (leaks in the houseline) and service could not be turned on. The customer has signed the application and paid the $750. The meter has been relocated, the leak was fixed and service was turned on October 21st.  

      The customer was frustrated with the process, and I don't blame him. I spoke with the sales *** and we went over this complaint case and ways to prevent it from happening in the future. 

    • Initial Complaint

      Date:04/30/2024

      Type:Billing Issues
      Status:
      Unresolved
      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 opened an account with ******************** on March 4th. I presumed that my first bill would be for the month of March. When they sent me the first bill, it was only for March 4th to March 12th, so about one week, which would be fine if that's their chosen billing cycle and they prorated it correctly, HOWEVER they did not prorate my bill for March 4th to March 12th. They charged me for a full month of service (mind you, my actual usage was zero). This needs to be adjusted so that it is prorated for March 4th to March 12th. I attempted to get in touch with them via their website. On their website in numerous locations including their "legal and privacy" page they state that you can EMAIL them or call them, by going to their contact page. When going to their contact page, there are zero email addresses available. They also do not offer other means of contact through the website, or via a contact form, and they only offer phone contact before 4pm, when most people are working at their full time jobs (to ensure they can pay their gas bill). So, along with the incorrect billing, Northeast Ohio Natural Gas also appears to falsely advertise that you can contact them via email, when you can't. I am choosing to contact the BBB, because the BBB makes it possible to contact them, and that is my best chance of getting this resolved. I paid the billed amount for the month following March 12th, but the first bill needs adjusted.

      Business Response

      Date: 05/03/2024

      Northeast Ohio Natural Gas (NEO) bills a monthly customer charge regardless of the number of days of service. The customer was billed the full monthly charge of $20. NEO's bills rates that are on file with the *************************** and currently does not have in its tariffs the ability to prorate its charges. If NEO were to have prorate charges in the future, it's billing system would need to be modified to accommodate  the change.  

      As for means of contact, NEO's website only provides customers with call in numbers. NEO website will be revised in the future to allow for email contacts and responses. 

      Customer Answer

      Date: 05/17/2024

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

      Complaint: 21649532

      I am rejecting this response because:  It is not logical to charge for a full month service when only providing one week of service.  When I called to set up the service, this should have been made clear.  It was not.  It is also not stated on the website or anywhere easily accessible to customers that they will be charged for a full month of service, even if they have only signed up for service for one day remaining in the month.  I expect to be refunded, and future customers should be informed clearly that they will be charged for a full month, and they should be given the ability to make an educated choice on when to begin service knowing this.  

      Regards,

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

    Northeast Ohio Natural Gas, Corp. is NOT a BBB Accredited Business.

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