Complaints

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

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Oklahoma Natural Gas has 9 locations, listed below.

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  Oklahoma Natural Gas

  5848 E 15th St Tulsa, OK 74112-6402

  
• 

  Oklahoma Natural Gas Company

  500 W Commerce St Clinton, OK 73601

  
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  Oklahoma Natural Gas Company

  4901 N Santa Fe Ave Oklahoma City, OK 73118

  
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  Oklahoma Natural Gas Company

  421 S Garland Rd Enid, OK 73703

  
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  Oklahoma Natural Gas Company

  100 NW 5th St Oklahoma City, OK 73102

  

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:02/18/2025

  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 have been a good ONG customer since ******** yrs)., during which time I estimate paying ONG $50K. My wife and I (on Soc Security) live with a daughter and 3 grandkids in ***. We inadvertently fell behind in our ONG account and had our gas shut off a week ago. We paid our balance in full the same day, but service tech advised next day that our water heater was not up to code the following day day Fri 7th. No issues with that as I know ONG was looking out for our safety. We made ***airs to heater, but tech on Monday 10th advised of a couple of additional minor adjustments still needed, and we got those completed late Tuesday 11th. Wed am I arranged for another tech to inspect heater and turn on gas, but ONG phone *** (in ******* suburb) told me that ONG doesnt do same day service. So I arranged for a tech this morning (Thurs 13th). No one showed, so I called ONG for about the 6th time and was advised the appointment was inexplicably cancelled. Of course, since we cant get same day service, we now must suffer thru another cold night. We are being PUNISHED by ONG for falling behind by less than $500, and tomorrow will be our 8th consecutive day without hot water or heat. We are miserable and suffering through an unusually cold snap with a deeper freeze predicted. Despite jumping thru all of ONGs hoops. The company must be run by NAZIs!!!

  Business Response

  Date: 02/18/2025

  Upon the customer's request to reconnect service, our technicians found multiple safety issues related to the customer's appliances and house piping. We are unable to restore services until all repairs on the customer's side have been made. The customer was advised on February 17, 2024, to contact Oklahoma Natural Gas as soon as the repairs have been completed, and we will dispatch a technician to restore the services.

• Initial Complaint

  Date:02/12/2025

  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.

  I have been approved for the Oklahoma LIHEAP program. I am attempting to contact the gas company to get an extension on my bill so that I do not have a late fee on my gas payment since it will be coming from the state. The problem is that I call the 800 number *************) on the site and there are a series of automated systems and none of which I can speak to a person relevant to my circumstance. I went through the automated phone process and selected '4' for all other topics and then was told for "payment plan options" to select '2'; however when I selected '2' the system does not register it and just keeps providing the prompt on repeat saying it did not get the feedback. There is no option to speak to a person, there is no option to be routed to an operator and I need to speak to a person because they do not have any resources to help consumers with these types of issues or concerns.

  Business Response

  Date: 02/12/2025

  Our records show an email response was sent to the customer on February 10, 2025, advising that energy assistance pledges have a 30 day expirioing window once placed on a customer's account. The pledged was received on February 6, 2025 and has not yet expired. 

  Customer Answer

  Date: 02/12/2025

  I have heard back from the company, the email and phone number were wrong on their website. I had to contact ******************************************* and the provided me with the help I requested. I am still unsure why it was impossible to contact and I had to speak to somebody at Oklahoma ************** to provide me with the correct contact information to get assistance.

  Customer Answer

  Date: 02/12/2025

  I have reviewed the business response and can confirm this occurred. However the fact that it was impossible to contact them and I had to reach out to multiple different agencies in order to receive any response was unacceptable.

• Initial Complaint

  Date:01/28/2025

  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.

  Water in the lines. Getting into my home lines and freezing. Terrible customer support.

  Business Response

  Date: 02/11/2025

  We successfully resolved the customer's issue and concern. We provided an update to the customer by phone, and there are no further questions or concerns at this time.
  

• Initial Complaint

  Date:01/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 29, 2024 my husband ****** A ********* *** suddenly passed away. I didnt realize that our ONG (Oklahoma Natural Gas) account was in his name only, as we moved to our new residence in Sept 2023. All our payments were set up as autopay. In November 2024 I found out by going online that the account was in ******* name only. The first part of Dec2024 I called ONG to let them know I needed his name to be taken off and mine added. They did so and said there would be a refund coming to me because I had an overpayment of $116.13 and they would mail a refund to me. I received the refund check and it is made out to my late husband ****** A ********* *** I cannot cash or deposit this check because it is in his name only. Thirty days after ****** passed his name was taken off the joint bank account. So today I reached out to ONG and was told by the first ****** I talked with they couldnt do anything about it, I told him I would send in my husbands death certificate and also our marriage license for proof of his death and also that I am his surviving spouse. They were adamant so I asked to speak to a supervisor (named **** she said the same thing which I do not understand at all. She went on to tell me that it was illegal what I did to not changing the account right after he died. ?? I was so upset and have not been treated like this with any other company I had to deal with since my husbands passing during the past 5 1/2 months. They will not write a check in my name for the refund. I find this unacceptable, especially since I have my late husbands death certificate. All I want is the $116.13 that belongs to me.Thank you.

  Business Response

  Date: 01/15/2025

  We have made contact with ******** ********* and will be working directly with the customer regarding this concern.

• Initial Complaint

  Date:12/16/2024

  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.

  Oneok, DBA as Oklahoma Natural Gas/ONG, has multiple times over the last approx 8 months not processed payments via their auto-pay system properly nor recompensed my account due to their disc***ancies. Then in November, they sent me an email that stated I would need to set up my auto-pay info again once they switched to a new system/vendor. I did as per instructed by their email. But once I received my December statement it stated I was passed due. It was determined my payment was not processed because I had updated my info. The only reason the info was updated is because they instructed me to do so. Their customer service *** I then spoke with today, 12/12/24, tried to place the blame on me for changing my info.

  Business Response

  Date: 12/17/2024

  We have reviewed the account and attempted to contact the customer on December 17, 2024. Although there was no answer, we were able to leave a voicemail. The customer can reach us at ************ for any further questions or concerns.

• Initial Complaint

  Date:12/05/2024

  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 bought new residence late OCT. I set up utilities after moving in, assuming both Gas and electric were through OG&E. (oklahoma gas and electric) I only figured out that my gas was serviced through ONG after calling OG&E to ask why my gas was turned off 02 DEC WITHOUT a disconnection notice. I called ONG and set up an account and was basically promised that they would come back the next day to turn the gas on, for a service initiation fee ofcourse.. well it's past 8pm the next day and the gas is not on. Now my 2 babies younger than 2 years and I will go another night without heat in the house. I'm annoyed at the business tactics ONG implements to get a $35 initiation service fee. It's shameless.

  Business Response

  Date: 12/10/2024

  We attempted to speak with the customer by phone on December 5, 2024, but there was no answer. A review of the account shows that we have not charged or billed the initiation fee at this time. For further questions or concerns, the customer may call ************. Thank you.

• Initial Complaint

  Date:10/07/2024

  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 signed up to create an account with ONG in June, **************************************************************************** July, 2024. After a month of living at the new residence I began to check my account for billing information. No charges were ever added. I continue to frequently check my account online over the next four months, but still, no charges were ever added to my account. I have not received any kind of bill. No bill on my online account. No email concerning my bill was ever sent to me. I never received a letter in the mail for any bill.I eventually was led to believe that my residence was solely electric and that no gas was even being used because I have not received any kind of billing information for services being used. For 4 months I have been unknowingly been using their gas services. On October 2nd, 2024 my hot water stopped working. I called a plumber to come fix the issue thinking it was a problem with my hot water tank. The plumber informed me that my gas has been shut ******* ONG is telling me that I owe them a bill of 4 months worth of gas services. Someone on their team messed up and did not start my services correctly and now Im responsible for 4 months worth of bills that I was never told about. ONG made no effort in sending me any kind of billing information or contacting me at all for any payment. I never received a disconnect notice, billing statement, or have any usage history on my account.I asked the customer service representative how much the bill would be and they could not even tell me because it hasnt gone through billing yet. Not only has no one sent me a bill, but they havent even processed any of my usage to make a bill available. They told me by the end of the month that all the charges will be added up and sent to **** now have to pay the plumber I contacted a bill for their time and efforts on top of 4 months worth of gas services that no one has been billing to me for or informing me about.

  Business Response

  Date: 10/08/2024

  We have contacted the customer to inform them that the corrected bill has been issued. As a courtesy, the connection fee was waived due to the error. However, we are unable to waive the entire bill, as it reflects the gas used by the customer at the property.

• Initial Complaint

  Date:08/29/2024

  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 in to a new home on July 28 2023 out of ******************************* I transferred my gas service I divorced my husband in 2020 however when I moved o he took possession of the ******************. ONG is saying I owe 700$ on a bill that is not mine I have provided all paperwork requested of me and they still say I owe it... They tried to cut my service off at the new house. How am I responsible for a bill for a house I have not lived in for months.

  Business Response

  Date: 09/10/2024

  We spoke with the customer on September 5, 2024, and advised that there is no record of a service transfer from her prior address to her current address. The only service request received was a start service request for her new address there was no request to final the prior address.  Because the customer left the service in her name at her prior address, she remains responsible for the billing there.  We understand that she expected her ex-husband to take over the service, but he did not do so.  We understand the customers frustration, but this is a matter between the customer and her ex-husband.
  
  The customer did indicate she provided additional proof that same day showing she should not be responsible for the bill at her prior address, but there is no record that any additional documentation has been received

• Initial Complaint

  Date:08/27/2024

  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 purchased my new home on Aug 9th 2024 I closed approx 10am and went straight to my new house. The first order of business is getting my utilitys on so I called oge and no problem got it switched over, so I called Oklahoma natural gas got ahold of them and was informed the previous owner was behind on his payments and in response to that ong took the gas meter. Ong informed me that I need to summit a few forms showing I just bought the house and they would review it and call me back in 5 days, about 3 days later I received a phone call and was told that since it had been off so long it may take longer and apparently there was a line that needed replaced but that gas line had been replaced already so we set a date Aug 20th 2024 8am to 5pm Ong never showed so I called and they said they would be out the 23rd 8am to 5pm they never showed called and was told they would be out by 8pm nobody showed I have not received a phone call or email and am having the most difficult time getting a straight answer out of them on if anybody will show up.

  Business Response

  Date: 08/27/2024

  We have been in contact with the customer and are working with him to resolve his concerns.  There is an order to turn his service on August 30, 2024, and he has the direct number of a senior representative if he has any further questions or concerns.

• Initial Complaint

  Date:07/22/2024

  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.

  On July 12, 2024 my gas was shut off due to an outside leak. The worker never turned it back on nor did he leave a note, call, or reach out in any way. For 5 days, I thought my hot water heater had went out. I dont own a truck so I had to pay someone to drive 35 miles one way to pick one up. On the 5th day, I paid someone to install the new water heater. Upon his inspection, he realized no gas was flowing. I called the gas company and was told they did a repair and never turned it on. Luckily , I am able to return the unused water heater and get my $700 back. I cant get my money back that I spent paying someone to go get it, return it, and the man that came out to install it. Due to the negligence of the employee of ONG, I am out $150. I reached out about this and was told they would give me a $25 credit. Thats completely unacceptable. It is this companys fault and their responsibility to make this right. I want $150 credit to pay me back for their negligence in failing to tell me that my gas was turned off. My daughter and I had to take cold showers for 5 days because of this.

  Business Response

  Date: 07/29/2024

  Our claims department has been in contact with the customer and working to resolve the concern. 

  Customer Answer

  Date: 08/07/2024

  As soon as I receive the check from the business as promised, I will accept and close the claim. Thank you.