ComplaintsforSUMMIT UTILITIES

• Initial Complaint

  03/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Did not receive my bill last month only to get hit with a overdue **** added to this months current bill. They neglected to tell me that they got the dates incorrect when sending it out so I ended up getting two bills today the day I am filing this. So now my current bill is now double what it should be due to negligence from the gas company. **************** offered no help whatsoever and I am expected to still pay the amount despite them being at fault. **** is not due until the 10th of April but there should be no reason I should be at fault. I generally receive my gas bill in the mail usually two weeks into the month. Today I received both the new bill and the bill I was supposed to receive last month.

  Business response

  04/02/2024

  Ms. ******** -
  Thank you for yourletter dated Saturday, March 23, 2024, in referenceto a complaint submitted on March 23, 2024, ID # ******** for William****.
  
  I received the complaint on April 1, 2024. I have reviewed the account and wouldlike to share my findings with you and the facts surrounding this account as I understand them:
  
  Mr. **** was receiving an estimated bill for his account each month due to the meter not pulling the actual readings. When this wasflagged by the system, a technician was sent out to do amanual reading on the meter. The bills Mr. **** was previously receiving were estimated at the very low end because the previous year no one was living at that address. The meter was replaced at the end of February, and the issue has been corrected.
  
  The first statement that was mailed out on March 21, 2024, was for $85.57. Then a manual reading was done and another statement was sent out that same day for the difference of the estimated reading and the actual reading, with current chargesof $70.60, making the total amountdue $156.17, to be paid by April 10, 2024. I have attached copies of both statements for reference, and there are not currentlyany late chargeson Mr. ********' statements.
  
  If you have any further questions, please let me know.
  
  Laura *****,
  Senior Administrative Assistant Office: 580.250-5423
  l*****@summitutilities.com

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I closed on a house October 6, 2023. On the 4th I scheduled to have to my services disconnected that Monday the 9th. They failed to disconnect until the 25th and now here we are Jan 3rd **** and I get a letter in the mail from collections after 3 attempts and told it would not go to collections as the out a hold on it to try and resolve it for 30 days. I am beyond ****** as it should not take this long to get it resolved. The first guy I spoke with saw I had called on the 4th to disconnect services and that it was failed to be done.

  Business response

  01/18/2024

  Please see attached response. 

  Thank you for your letter dated Wednesday, January 3, ****, and follow up letter dated for Monday, January 8, ****, in reference to a complaint submitted on 01/03/****, ID #******** for *******************

   

  I received the complaint and follow up letter on Tuesday, January 16, ****. I have reviewed the account and would like to share my findings with you and the facts surrounding this account as I understand them:

   

  On 01/03/23 **************** account was recalled from collections. As of 01/08/24, the account was corrected and rebilled for the usage of the dates 09/26/23 to 10/09/23. A corrected bill was mailed out on 01/09/24 in the amount of $25.73, this bill is marked as the final bill for the account.

   

  If you have any further questions, please let me know.

   

   

   

   

  Thank you.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I paid a $75 deposit to get the gas on a REO listing in ********* ********, paid 2 bills, and closed the gas account on Oct 6 2023, received email confirmation.Service Address:****************************************************************** Requested Effective Date:10/06/23 Account: ************ As of today, they are refusing to send me a final bill and send me my refund. I have called several times and only get a run around.

  Business response

  12/07/2023

  Please see the attached response letter. Thank you, *****************************

  Customer response

  12/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. Both the ***************** and ********************************** sent my final bill within 2 WEEKS, not 2 MONTHS... Summit Utilities has a problem that is not acceptable in their final billing process.. This was a corporate account for a asset management company and 2 months is not acceptable for final bills. hopefully they can figure out the problems in their system is and get it fixed. Thank you BBB for putting the pressure on this company. I appreciate it.
  
  Sincerely,
  
  **** Day

• Initial Complaint

  09/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On **** summit cut my gas off no notice nothing on **** a tech came out said problems with my hot water tank had plumber fix **** another tech came out and said I had a leak which I know I did not bc centerpoint had came and fixed it summit wanted me to replace all the gas lines in the yard however the 2nd tech ************** told me summit wants all meters moved from the alley to the home so I got my plumber out and he has finished the job city inspector *** has signed off now summit refuses to provide me with gas services even though I spent thousands of dollars to get everything they wanted I want them to come and fix so I can have hot water and cook

  Customer response

  09/07/2023

  Well BBB I wont be settling summit came out today and yes they got my service turned on but they cut the line to my internet and my electricity so again here I sit in discomfort at no fault of my own and I want to know exactly what Summit plans to do about this my pain and suffering is enough !!!!!

  Business response

  09/15/2023

  Please see the attached letter with Summit Utilities response. Thank you, *****************************. Further questions may be sent to me at   *********************************** 

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  For the past 6 months my charged amount for gas has increased exponentially. The Usage does not match the charges. No one at Summit Utilities has been able to explain to me why the last 4 months have been so vastly different as far as usage vs charges. For Example: Here are bills for the past 6 months since summit took over for centerpoint. *********************. Of Days AmountUsage (Hundred Cubic Feet)4/18/******** 37 3/17/******** 42 2/16/********* 77 1/27/******** 76 12/16/******** 57 11/16/******** 18 They say it is because i have average billing but cannot explain how average billing works. I also did not have average billing with CenterPoint but now have average billing. They are not able to find any request for average billing but keep saying it has to be requested and approved by the customer. I have been paying more than i have ever paid every month. Below was billing with CenterPoint:10/12/************* 9/13/************ 8/16/************* 7/13/************* 6/14/************* 5/12/************* 4/13/************* 3/14/************* 2/15/************* 1/13/************* 12/13/************* 11/15/********** 22 10/14/************ 9/16/************* I asked why the differnce in whole dollars and decimals and they say that is before I had average billing, which confirms that I did not have it previously. And they have no record of the request. Summit Utilities is ripping people off!

  Business response

  05/16/2023

  May 16, 2023
  
  
  
  Ms. *************************
  BBB - Dispute Resolution Specialist
  17 ****************
  *************,******** 73102
  
  ******************** -
  
  Thank you for your letter dated Thursday, May 11, 2023, in reference to a complaint for (ID#************ ****************************
  
  I have reviewed the account and would like to share my findings with you and the facts surrounding this account as I understand them.
  
  I found the usage on ****************** account consistent with her previous use history.  I have compared her usage and charges over last years winter season to this winter season by looking at her actual usage.  I see that Average Monthly Billing (***) started with her bill due August 9, 2022.  This was before the November 1, 2022,transition to Summit Utilities billing platform. 
  
  The *** works by averaging the total usage for the past 12 months, each month, and calculating an average based on the most recent 12 months. This provides a more stabilized amount owed for customers and helps them budget, for those customers that *** prefer this option.  Please see the enclosed spreadsheet comparing last ******* charges with this winter season.
  
  *********** is traded on the Commodities Market just like other commodities.  Since February ************************************************** near record highs. This has impacted our Gas Supply Rate (GSR).  The **** which is what we paid for the gas we provide to our customers, has increased since February 2021.  That price has ranged from $0.42- $0.62 per CCF last year compared to $0.98 per CCF this year.  April 1, 2023, we filed a new GSR which is much lower.  As this customers usage decreases, combined with lower gas cost, the *** amount will adjust down as well when it is recalculated each month.  
  
  If **************** would like to be removed from *** program, we would be happy to take care of that for her.
  
  If you have any further questions, please let me know.
  
  *****************************
  Operations Support ********************************************************
  

  Customer response

  05/17/2023

   
  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. It would be helpful if customers service representatives were able to explain this when a customer is calling to receive an explanation of charges. At this time, your CSR team has no idea how to explain how average monthly billing is requested, how it is initiated, how it works, the price per CCF of gas, or how the billing process works. It would save complaints if they were able to do so. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Good Morning Team Wanted to include my voice along with I'm sure the many others who are outraged with the price of natural gas billed by Summit Utilities as compared to Centerpoint Arkla. How can a bill increase by nearly double, yet gas use was no where near what it was last year. Whatever Centerpoint was doing for Central Arkansas, we need Summit to replicate their actions. I proactively reached out to Summit to create an account, but I have heard testimony from many others who have auto billing /payment withdraw that they were never even notified that there was a change in companies AND that there was a new account number needed. Please shut these folks down! Bring back Centerpoint Energy /Arkla to Central Arkansas!
  

• Initial Complaint

  03/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live in a two bedroom in *****, ******** and when our gas company was Centerpoint, I'd pay $41, $42 and the highest in winter was $44. When Summit Utilities bought Centerpoint, they're charging people two to three times the price. I don't even have central *** I live alone. It takes little to heat my home and my gas bill has been $74, $78 and now $79 for a two bedroom house. Every resident in Altus has seen increases with no change in usage. This company is robbing customers blind and needs to be checked into. Even if prices have gone up, $80 for a 2 bedroom house is impossible and with no change in usage. Everyone is going through this and something has to be done. Please

  Business response

  03/21/2023

  see attached

  Customer response

  03/23/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  No one has ever seen this and I have spoken to many customers of your company that our my friends. Everyone has had this same issue with some even getting wrong bills. When I call your customer service, they're very rude and don't care. They keep me on hold then when they finally respond, they're very rude. I just don't understand how a 2 bedroom house could get such a high bill and only I live there. That's cause I keep the spare bedroom closed off. It doesn't make any sense with every seeing spikes on their bills that have never been see before.

   

  
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My gas bill went from ***** a month to over 200 a month and I cant get any answers from summit natural gas and there is no way it has more than doubled

• Initial Complaint

  03/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our gas company recently switched on us to Summit Utilities of ********. Our average bill was $40-60 during the winter months. Since the switch we have been paying around $200 plus or minus a few dollars. Our bill states several different charges like "customer charge" and a double charge of a "distribution rate". We have cut down on all of our gas utilities and our bill keeps increasing. For example the last bill states that the current reading is **** with the previous reading 904. It is impossible to get anyone on the line to be able to dispute this with reason. Our account number is ************ and rate code is *******. We would like to bring this to someone's attention as everyone in our local area is getting charged incorrect rates. One residents states that he was getting charged a commercial rate for is personal residents.

  Business response

  03/17/2023

  see attached

  Customer response

  03/20/2023

   Good morning, 

  
  

        We did not refuse to answer the door as we were not home and picking the kids up from school. The tech was super nice and talked to us kindly. I do not see that our usage is consistent with last years. If the company is charging us what they are charged, how are they making money? 
  

  
  

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Summit utilities recently bought out Centerpoint Energy and within the past few months have increased the agverage bill almost more than $200 without any notification at all. They also didn’t feel the need to notify customers of past due amounts or issues any service cut offs. Now certain individuals such as myself are stuck paying $800 bills that we can not afford
  

  Business response

  03/17/2023

  see attached

*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. ↩