Business Profile
Natural Gas Companies
Columbia Gas of Pensylvania & Maryland IncThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Columbia Gas of Pensylvania & Maryland Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 25 total complaints in the last 3 years.
- 8 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:03/17/2025
Type:Billing IssuesStatus: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 was a Columbia Gas of Pennsylvania customer at my home, **********************************, until the property was sold on 2/7/25 (account *******************. The buyer verified with me that the utility account was transferred to his name prior to the sale, and no further action was needed. In March, I received an invoice from Columbia Gas that indicated my account was still open. This prompted me to call the utility on 3/10/25 and cancel service. I spoke with **** ******, who verified there was record of the buyer, ******* ****, calling to transfer service to his name on 2/4/25, but for some reason it was never completed. ****** did not know why. He said my service was cancelled 3/10 and suggested I wait for them to contact the new owner to see what the final bill will be. I received the final bill, billing for services through 3/10/25. I called 3/17 and spoke to ****** and offered to produce record of the sale so a billing adjustment, as I should only be responsible for usage through 2/7/25, the date of the sale. Columbia Gas has record of the buyer requesting service for the property on 2/4/25. I did not occupy the home for any time after 2/7/25, and I would like a credit to correct my billing, prorating the final reading to 7 of the 28 days in February, which I owe. A detailed reconciliation of the charges is attached. The total credit I was overcharged is $326.96.Business Response
Date: 03/18/2025
March 18, 2025
******** ******
Dispute Resolution Director
Better Business Bureau
Serving Western Pennsylvania
*****************************
******************
**********************************************************************************
Re: Complaint of ********* *****
BBB Complaint ID No. ********
******************** Gas of Maryland **********, **
Dear Ms. ***************** behalf of Columbia Gas of Maryland*****. (Columbia Gas), I am responding to your letter with Complaint ID number ******** regarding the complaint of ********* *****.
An adjustment was processed on March 18, 2025, and ******** will receive a corrected final bill in the mail for gas service up to February 7, 2025.
According to our records, Ms. ***** did not call to request a disconnect of service when she moved out of the property at ********************************** in **************************** remained in Ms. ****** name until she contacted Columbia Gas on March 10, 2025, to inquire why she was still receiving a gas bill. At that time, service was taken out of Ms. ****** name.
Should you have any further questions regarding this matter, please contact me at ************.
Very truly yours,
******* ******Customer Answer
Date: 03/19/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I did not contact Columbia Gas as the new property owner agreed to make all changes. He did attempt to transfer service to his name on 2/4/25, and Columbia Gas never completed the process. They have record of this fact. Had they completed the process, the account would have been closed as of 2/7. The owness falls on Columbia Gas.
Regards,
********* *****Initial Complaint
Date:02/19/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We moved into a new home and set up gas instillation. The gas in the house was already turned on, so when the tech came out to turn the gas on, he was advised to turn it off because fraud was afoot. However, our landlord indicated to us and the gas company that the previous tenant mustve broken the meter to defraud the company as he was evicted for nonpayment. The gas company said that, even though the weather is a high of 28 and low of 12 for the rest of the week, they couldnt turn the heat on until an investigation into the situation took place. Even though that goes against the Maryland cold weather laws, they disconnected our gas and are refusing us service until the fraud is taken care ofwhich is not our problem since we just moved in. We called again today but they repeated the same thing, even though our internal house temperature is at 42 so we are in danger of the pipes bursting and destroying our belongings.Business Response
Date: 02/21/2025
February 21, 2025
******** ******
Dispute Resolution Director
Better Business Bureau
Serving Western Pennsylvania
*****************************
******************
**********************************************************************************
Re: Complaint of ****** ********
BBB Complaint ID No. ********
******************** Gas of Maryland **********, **
Dear Ms. ***************** behalf of Columbia Gas of Maryland*****. (Columbia Gas), I am responding to your letter with Complaint ID number ******** regarding the complaint of ****** ********.
Mr. ******** contacted Columbia Gas on February 2, 2025,to request new service at ********************************************************, Maryland. A connect order was scheduled for February 17, 2025, to turn on the gas service.
When a Columbia *********** technician arrived on February 17th, he found that gas service had already been turned on. In accordance with Columbia **** policies and procedures for unauthorized gas usage, the technician shut the gas off, removed the gas meter and plugged the meter bar until an investigation could occur.
Promptly upon completion of the unauthorized usage investigation, Columbia Gas installed a new meter at ****************,performed all the safety checks and restored gas service for Mr. ******** on February 19, 2025. Mr. ******** will not be responsible for any unauthorized gas usage at the premises.
Columbia Gas denies violating any law, regulation or ************************* order.
Should you have any further questions regarding this matter, please contact me at ************.
Very truly yours,
******* ******Initial Complaint
Date:11/17/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called on Wednesday, 11/13 regarding taking over an existing gas service at ************************************** effective Thursday, 11/14. I was informed they could not move the existing service into my name because of a Red Tag issue. They would not give me any details regarding the Red Tag issue making it more challenging to negotiate with the Seller prior to closing. The Seller produced documentation regarding some sort of maintenance they had done, however, I have no way to confirm that they actually fixed what was required because I could not gather the necessary information from Columbia Gas. The soonest they could schedule someone to come out was Thursday, 11/21. While on the call, I confirmed there was currently gas service to the property. I mentioned concern that the existing owner might call to cancel service before I can assume it. **************** told me that they couldnt do that either until the Red Tag issue was resolved. So at least I knew I had gas which is what really matters so I proceeded with closing on the property on Thursday, 11/14. I moved into the property Saturday morning, 11/16. I have been fighting with the **** to get the hit to kick on. I even scheduled a service call with a mechanical contractor. Then today, (11/17/24), I went to get a shower and realized I had no hot water. This then lead me to suspecting that I had no gas. I tried to light the gas stove to confirm. Then I called Columbia **** emergency line today. This emergency line automated prompt even stated an emergency as not having heat. I made the correct prompt and was patched through to customer service. They then gathered my info and informed me that not having heat is not considered an emergency, even with pets and a child in the house. They refused to come out and do anything. So not only would you not give me information regarding the Red Tag, you also falsely confirmed that I had current gas service AND refused to do anything about it on a weekend.Business Response
Date: 11/20/2024
November 20, 2024
***************************
Better Business Bureau
*****************************
******************
Re: Complaint of ****** ********
BBB Complaint ID No. ********
********************* ************************************ behalf of Columbia Gas of Pennsylvania, ******************************* I am responding to your letter with Complaint ID number ******** regarding the complaint of ****** ********.
At the outset, I can confirm that gas service to Mr.Weitkamps home at ************************************************************************************** is currently active and the red tag issue with the homes furnace has been resolved.
Columbia **** records regarding this matter provide that on November 13, 2024, Mr. ********* contacted Columbia Gas to establish gas service in his name effective November 14. The Columbia Gas representative explained the gas service was active and on. Columbia Gas, however, had discovered an issue with the furnace in April and placed a red tag on the furnace. To resolve the red tag issue, Columbia Gas needed to inspect the furnace to ensure the necessary repairs were completed. Mr. ******** agreed to an appointment on November 21 to inspect the repair and complete the process to establish gas service. Mr. ******** was also assured the current homeowner/customer would not be able to schedule a disconnection prior to November 21.
Later that day, the current homeowner/customer contacted ******************** Gas to disconnect service on November 14. The Columbia Gas representative advised the current homeowner/customer that the new owner scheduled connection of service for November 21, as that was the only available date with an appointment timeframe to inspect the repairs to the furnace. The current homeowner/customer did not agree to that date and again requested the disconnection of service for November 14. The Columbia Gas representative changed the disconnect date from November 21 to November 14.
On November 15, a Columbia *********** technician disconnected gas service at ********************************************************
On November 17, Mr. ******** contacted Columbia Gas to report a no gas situation. After further investigation, the Columbia Gas representative determined that gas service was inadvertently disconnected and scheduled the gas service to be restored the same day.
On November 19, Columbia Gas contacted Mr. ******** to further discuss the matter and an appropriate resolution. Mr. ******** indicated during that call that he was satisfied with the resolution.
Should you have any further questions regarding this matter, please contact me at ************.
Very truly yours,
******* ******Initial Complaint
Date:09/24/2024
Type:Service or Repair IssuesStatus: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 of Pa tore up our newly refinished driveway and did a very very poor job of patching it. We complained and they sent someone out...after weeks and weeks of trying... and did an even worse job of patching it. We are left with an eye sore of a mess. They now say that is all they are doing. We want it fixed to match our driveway or a complete new driveway if they cannot do that.Business Response
Date: 10/14/2024
October 14, 2024
***************************
Better Business Bureau
**************************************************************************************************
Re: Complaint of *** *************
BBB Complaint ID No. ********
********************, ************************************ behalf of Columbia Gas of Pennsylvania, ******************************* I am responding to your letter with Complaint ID number ******** regarding the complaint of *** *************.
On June 13, 2024, Columbia Gas replaced the riser at ***************** home. The riser is in the customers driveway and a temporary patch was placed in the asphalt of the driveway after the work was completed.Later that day, Mr. ************* contacted Columbia Gas to indicate the repair job was inadequate.
On June 18, 2024, a Columbia Gas Field Leader went to ***************** home to verify the patch was in place. The Field Leader advised Mr. ************* that the patch was a temporary repair, and a final restoration would be completed at a later date in the order of priority with other jobs.
On September 6, 2024, a Columbia Gas contractor completed remediation of the patch in Mr. ************** driveway. Mr. ************* was still dissatisfied.
On September 26, 2024, a Columbia Gas Field Leader met Mr. ************* at his home to review the remediation. The Field Leader and Mr. ************* agreed that leveling the patch and seal coating the driveway would satisfy Mr. ************** complaint.
The following day a Columbia Gas representative spoke with Mr. ************* to confirm leveling the patch by the riser and seal coating the driveway would satisfy his concerns. Mr. ************* again stated that would satisfy his complaint.
Should you have any further questions regarding this matter, please contact me at ************.
Very truly yours,
******* ******Initial Complaint
Date:08/22/2024
Type:Service or Repair IssuesStatus: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 came home to find this notice taped on my front door by Columbia Gas on 8/21/24. The termination letter says 72 hours shut off notice. On letter it says I have until 8/28/2024. I was told on my account I have until 28th to pay monthly payment plan. Columbia Gas lied on paperwork taped on my front door and said I have only 72 hours. I am so confused as a customer. I took a picture of the letter taped on my door on 08/21/24. What’s so bad I have a son who is dying. He has a terminal illness. Columbia Gas puts this notice on my door and I have until 8/28/24 to pay my bill. Columbia Gas is so heartless and they lie to the customers. They don’t even tell the truth on paper. Please help Better Business Bureau. Make it make sense!Business Response
Date: 08/26/2024
August 26, 2024
Better Business Bureau
520 E. Main Street, Suite 100
Carnegie, PA 15106
Re: ********* ** ******* ****** ***
BBB Complaint ID *** ********
Columbia Gas of Pennsylvania, Inc.
**** *** *****
On behalf of Columbia Gas of Pennsylvania, Inc. (“Columbia Gas”), I am responding to your letter with Complaint ID ****** ******** regarding the complaint of ******* ****** ***
*** ******** account is currently $1,977.58 past due.
On August 14, 2024, a 10-day termination notice was sent to *** ****** for non-payment. The termination date was set for August 28, 2024. An option was provided to *** ****** to avoid termination by paying $176.00 in payment plan arrears.
On August 21, 2024, Columbia Gas posted a 72-hour termination notice at *** ******’s home. The image of the notice provided by *** ****** in his complaint shows the termination date as August 28, 2024, in two locations on the notice. Columbia Gas is required by law to give at least 72-hour notice but can set a termination date beyond 72 hours to allow customers more time to make payment arrangements.
In his complaint, *** ****** states that he cares for his son with a terminal illness. At the bottom of the 72-hour notice, there is a medical emergency notice that states Columbia Gas will not shut off service to customers if someone living in the home is seriously ill or has a medical condition.
In order to avoid termination of service due to serious illness or medical condition, customers have to provide:
Have your licensed physician, physician’s assistant or nurse practitioner certify by phone or in writing that such an illness exists and that it may be aggravated if your service is shut off. Written certification from a licensed physician, physician’s assistant or nurse practitioner is needed within 7 days; AND
Make some equitable arrangement to pay the company your current bills for service.
*** ****** has not provided any of the necessary information to qualify for the medical emergency notice to prevent termination.
On August 23, 2024, *** ******’s wife, ***** ******* contacted Columbia Gas regarding the termination notice. Columbia Gas confirmed the termination date of August 28 and explained that, in this instance, extra time beyond the 72-hour notice was given to provide payment.
Columbia Gas also offered to assist the customer by faxing a medical certificate to the customer’s physician’s office for completion by the physician to qualify for the medical emergency notice, but **** ****** declined, saying she would pay the $176.00 payment plan arrears on August 27, 2024.
At all times, Columbia Gas is committed to providing our customers with the tools, resources and programs to stay safe and warm in their homes. These programs help customers mitigate the impact of a rate adjustment or financial changes due to economic conditions. More information can be found on our website, columbiagaspa.com/financial support, or by contacting Columbia Gas at ***************
Should you have any further questions regarding this matter, please contact me at *************
Very truly yours,
Russell B*****Initial Complaint
Date:07/01/2024
Type:Service or Repair IssuesStatus: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.
In 2019 I purchased my home. At that time, our gas meter was inside of our house, located in the basement. 60 days into living in our new home, I went to the basement to smell gas profusely coming from our meter. We had a tech come out. They changed our meter, and “all is good” when it comes to gas. Roughly a year or so later, we come home late one night to our entire house smelling like gas with our animals inside. We immediately get them out, call the company, and they send someone out promptly to fix the issue. We had a the old leak pipe problem I guess. In 2022, Columbia ripped up our front yard to replace gas lines and install an exterior meter, ridding us of the meter in the basement. After ripping up our yard, it’s been a year and the grass seed they supposedly planted has not grown, aka our yard is pure dirt in mud in the front. Secondly, last night I went to the basement and smelled gas…..AGAIN. We called Columbia and they promptly sent someone out. After inspecting the house, the rep advised that our brand new meter was leaking and it was drifting into the house…. My complaint is due to simple negligence of my health and safety. This is absurd that I’ve had to deal with this from a monopolistic company.Business Response
Date: 07/03/2024
July 3, 2024
Better Business Bureau
Serving Western Pennsylvania
520 E. Main Street, Suite 100
Carnegie, PA 15106
*** ********* ** ****** ******* *** ********* ** *** ********
Columbia Gas of Pennsylvania — Canonsburg, PA
**** *** *****
On behalf of Columbia Gas of Pennsylvania, Inc. (“Columbia Gas”), I am responding to your letter with Complaint ID number ******** regarding the complaint of ****** ********
Columbia Gas has responded promptly to all calls for service at *** ********* residence at no cost to the customer. During each incident, the service technician explained the problem, made the necessary repairs and advised *** ******* *f she would need to contact a qualified heating contractor or plumber to complete repairs.
On November 13, 2019, *** ******* reported an odor of gas in her home. A service technician found a leak at the meter. The technician changed out the meter and restored service. No charges were applied to the customer’s account.
On July 15, 2021, *** ******* contacted Columbia Gas to report an odor of gas in the entry of her basement. A service technician performed a pressure test and found a house line leak. The technician traced the leak to piping that was installed and running through the duct work. The technician also discovered an issue with the cook top, stating there was no shut off valve on the appliance. The technician red tagged the pipes and the cook top which means they are unsafe and need to be corrected as soon as possible. The technician then installed an outlet meter valve for the customer at no charge and restored the service up to the outlet meter valve. The customer was advised to contact a qualified heating contractor or plumber to complete the repairs to the house lines and cook top. No charges were applied to the customer’s account for the work completed by the Columbia Gas service technician.
In summer of 2023, Columbia Gas completed restoration work around *** ********* neighborhood. On August 18, 2023, a service technician arrived at *** ********* home to relight and restore her service. The technician found the line to the cook top was disconnected. The technician reconnected and relit the appliance. All safety checks passed. No charges were applied to the customer’s account.
On June 4, 2024, *** ******* contacted Columbia Gas about grass not growing in her yard following a Columbia Gas project in her neighborhood the previous summer. A supervisor spoke with *** ******* on June 6, 2024, and stated the grass would need to be replanted and a landscaping crew would be reaching out to schedule and complete the work. The customer was satisfied with the resolution.
On June 26, 2024, a Columbia Gas supervisor instructed the landscaping crew to return to *** ********* residence to redo the lawn restoration. *** ******* promised to attempt to water the grass seed, as a regular watering is required to promote growth. The supervisor spoke with *** ******* and told her that Columbia Gas will continue to communicate and do our best to restore the property to its original condition. The supervisor will also follow up with the landscaping crew to ensure they completed the work and/or would bring in another contractor to do the work if necessary.
On June 30, 2024, *** ******* contacted Columbia Gas to report an odor of gas inside her basement. A service technician found the regulator vent releasing gas inside the basement through a hole in the window. The technician changed the regulator, completed a safety check and restored gas service. No charges were applied to the customer’s account.
During each call for service, Columbia Gas responded promptly by sending a service technician to *** ********* residence to make all necessary repairs and ensure the safety of *** ******* and her family. If more repairs were needed, the technician advised *** ******* to contact a qualified heating contractor or plumber to complete repairs. *** ******* was not charged for any service calls or restoration work that was completed at her property by Columbia Gas Further, Columbia Gas remains responsive to *** ********* concerns about her lawn restoration.
Should you have any further questions regarding this matter, please contact me at *************
Very truly yours,
Russell ******Initial Complaint
Date:05/21/2024
Type:Service or Repair IssuesStatus: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.
Hi, my wife and I talked to 3 different reps from Columbia Gas of PA who advised I should be able to make future payments on their website. I was trying to make a payment for Friday May 17, 2024. I've made future payments in past on their website. I made a future payment before while having a termination notice and payment went through 3 days later. Carolyn a rep with Columbia Gas of PA stated I am unable to do future payments because in April of 2024 a payment was returned from my bank. I explained I have been a customer for 18 years and this payment was returned because someone from Africa gained access to my account and the bank has since canceled my debit card and issued me a new one. I called Columbia Gas when this happened to inform the company this was not my fault back in April 2024 when it happened. Why am I being penalized? I was transferred to a supervisor who advised I cannot make future payments because I am a termination on May 30, 2024. I explained I want to make the payment to post on May 17, 2024. Again, I had made a payment before in April 2024 and was in termination then, and set my payment to post 3 days later at end of the month, and payment went through successfully once my bank cancel and issued me a new card. I explained what happened to my cousin Lisa and she said I am in termination as well with Columbia Gas of PA, and let me try to set up a future payment on my Columbia Gas of PA account. She came over to my home and successfully set up a future payment. This has nothing to do with me being in termination like the supervisor stated. Carolyn from Columbia Gas stated it's because my check bounced back in April 2024, which she understands was not my fault. Columbia Gas of PA placed a block on my account so I can't make any future payments. We have been a customer for over 18 years. This is not fair!Business Response
Date: 05/31/2024
May 31, 2024
Better Business Bureau
520 E. Main Street, Suite 100
Carnegie, PA 15106
Re: Complaint of ******* ****** **.
BBB Complaint ID No* ********
Columbia Gas of Pennsylvania, Inc.
**** *** *****
On behalf of Columbia Gas of Pennsylvania, Inc. (“Columbia Gas”), I am responding to your letter with Complaint ID number 21737984 regarding the complaint of ******* ****** ***
*** ******** account is currently $2,155.39 past due. *** ****** received 10-day termination notices in April 2024 and May 2024. Columbia Gas policy prohibits customers from making future payments if their account is in threat of termination.
In November 2021, Columbia Gas placed *** ****** on a Budget Plus Plan issued by the Pennsylvania Utility Commission’s (PA PUC) Bureau of Consumer Services for $174.00 per month that began in January of 2022. The payment plan was subject to change as it is based on average usage.
In March 2024, *** ******’s account balance totaled $2,703.50. The payment plan amount totaled $691.00 ($518.00 past due + $173.00 current payment plan installment due on April 2, 2024).
On March 23, 2024, *** ****** scheduled a future payment for March 29, 2024, in the amount of $500.00.
On April 4, 2024, Columbia Gas received notification of the returned payment/check in the amount of $500.00.
On April 8, 2024, Columbia Gas issued a bill to *** ****** for payment plan amount owed of $864.00 ($691.00 payment plan past due + $173.00 current payment plan installment due May 1, 2024). At that time *** ******** account balance was $2,868.94.
On April 11, 2024, *** ****** successfully processed an online payment of $300.00 via Paymentus which only allows same day payments. *** ******’s account balance was $2,568.94. The remaining payment plan amount owed was $564.00.
On April 15, 2024, Columbia Gas mailed a 10-day termination notice for nonpayment of $2,403.50 pursuant to, and incompliance with, PA PUC regulations. Termination date set on or after April 30, 2024. Columbia Gas would accept a minimum payment of $218.00 towards the remaining payment plan amount owed to avoid termination.
On April 21, 2024, *** ****** successfully made a one-time same day payment of $391.00 through the Web portal. *** ******’s account balance was $2,177.94. The remaining payment plan amount owed was $173.00.
On April 23, 2024, Columbia Gas posted payment for $391.00. *** ******’s account balance was $2,285.39 due May 31, 2024. The remaining payment plan amount owed was $349.00 ($173.00 past due + $176.00 current payment plan installment).
On May 14, 2024, Columbia Gas mailed a 10-day termination notice for nonpayment of $2,177.94. Termination date set on or after May 31, 2024. Columbia Gas would accept a minimum payment of $173.00 towards the remaining payment plan amount owed to avoid termination.
On May 24, 2024, *** ****** made a payment of $130.00.
*** ******’s current account balance is $2,155.39. *** ******** payment plan amount owed is $219.00 ($43.00 payment plan past due + $176.00 current payment plan installment due on May 31, 2024).
Columbia Gas stopped all collection activity due to receiving the BBB complaint and paused the termination notice while the complaint is pending.
Per Columbia Gas policy, *** ****** can resume making future payments when his account is no longer under threat of termination.
At all times, Columbia Gas is committed to providing our customers with the tools, resources and programs to stay safe and warm in their homes. These programs help customers mitigate the impact of a rate adjustment or financial changes due to economic conditions. More information can be found on our website, columbiagaspa.com/financial support, or by contacting Columbia Gas at 1-888-460-4332.
Should you have any further questions regarding this matter, please contact me at *************
Very truly yours,
Russell B*****Initial Complaint
Date:05/13/2024
Type:Service or Repair IssuesStatus: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.
Shut off notice and no helpBusiness Response
Date: 05/16/2024
May 16, 2024
********* ****
Better Business Bureau
Serving Western Pennsylvania
520 E. Main Street, Suite 100
Carnegie, PA 15106
Re: Complaint of *** ********
BBB Complaint ID No. ********
Columbia Gas of Pennsylvania — Canonsburg, PA
**** *** *****
On behalf of Columbia Gas of Pennsylvania, Inc. (“Columbia Gas”), I am responding to your letter with Complaint ID number ******** regarding the complaint of *** *********
*** ********** account with Columbia Gas is $2,732.22 in arrears. She has defaulted on several payment plans and has not made a payment on the account since August 2022. Columbia Gas sent *** ******** five 10-day termination notices since August 2022 and mailed five ‘reminder notices’ during the Winter Moratorium (between December 1st and March 31st).
On April 29, 2024, Columbia Gas mailed a 10-day termination notice notifying *** ******** her account is past due and service will be terminated on May 14, 2024, if payment is not received. A 72-hour notice was posted at *** ********** home on May 7, 2024, and she was contacted via phone 72 hours prior to the shut-off date to notify her of the pending termination.
On May 13, 2024, *** ******** contacted Columbia Gas regarding the scheduled termination. A representative reviewed the account and informed *** ******** she is not eligible for a new payment arrangement due to the household and financial information she provided and her previously defaulted payment arrangements.
The representative asked *** ******** if she had contacted The Brashears Agency, a utility assistance program, to complete the application for the Customer Assistance Program (“CAP”) she was referred to in March 2024. *** ******** indicated she had not. A referral was sent to the agency on March 13, 2024, when the customer last called Columbia Gas to request a payment plan. The representative provided the phone number for Universal Services (1-888-282-6816) and advised *** ******** to call at 8 a.m. the next morning to complete the application.
The representative then informed *** ******** she would need to pay $2,732.22 or pay $150 and submit a valid CAP application to avoid termination on May 14, 2024. *** ******** asked for an extension, but the representative was unable to again delay the account due to a previous two-month delay placed on the account in March to allow *** ******** time to apply for the CAP, which she failed to pursue. The representative again encouraged *** ******** to contact Universal Services to complete the CAP application and advised to apply for assistance through the Dollar Energy Fund.
*** ******** then asked to speak with a supervisor. A senior representative reviewed the account and advised *** ******** she would need to pay $2,732.22 or pay $150 and submit a valid CAP application to avoid termination. The senior representative updated the CAP referral from March and provided the contact information for South Hills Interface Movement ************* **** ***) and urged *** ******** to follow up with the agency to complete and submit the application.
The CAP is the lowest payment plan Columbia Gas offers and *** ******** could benefit from this program. She has been referred to apply for CAP on multiple occasions but has not followed through.
Should you have any further questions regarding this matter, please contact me at *************
Very truly yours,
Russell B*****Customer Answer
Date: 05/28/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I called the cap program a bunch of times. One lady called me back cuz I missed her call. And I return the call again and nothing. People aren't doing their jobs.
and that's not my fault. I'm trying to get help nobody is helping me with this.
Regards,
*** ********Initial Complaint
Date:04/15/2024
Type:Service or Repair IssuesStatus: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.
In mid March I was contacted by the Gas company to have new Risers installed. At that time the workers came out and installed risers however, a new meter was installed without my knowledge and the Gas company was not notified. I have had four different people from the gas company come out to address the meter concerns. On 04/10/2024, I logged into my columbia gas account online to see that I owe $1,999.40 when my normal bill ranges around $230. I contacted the gas company and was told I would have to wait two billing cycles and can go on a payment plan if the bill is too high. According to the reps I can not speak to anyone in adjustments because they can't speak to customers. I am being inconvenienced for someone else's mistake. And will have to wait two billing cycles to get any resolution which is unacceptable.Business Response
Date: 04/19/2024
April 19, 2024
Better Business Bureau
Serving Western Pennsylvania
520 E. Main Street, Suite 100
Carnegie, PA 15106
Re: ********* ** ***** ******
*** ********* ** *** ********
Columbia Gas of Pennsylvania — Canonsburg, PA
On behalf of Columbia Gas of Pennsylvania, Inc. (“Columbia Gas”), I am responding to your letter with ********* ** ****** ******** *egarding the complaint of ***** ******.
On March 5, 2024, a contractor for Columbia Gas replaced the riser and meter at *** ******** home. In error, the new meter details were not forwarded to Columbia Gas’ billing department to have its records updated. This caused *** ****** to be billed incorrectly based on inaccurate readings on her March and April billings.
Columbia Gas has corrected the March and April billings and after the adjustment was completed, *** ****** had an amount due of $120.72. Columbia Gas also provided a $50 atonement bringing her balance to $70.72 due on May 3, 2024.
A Columbia Gas Regulatory Compliance Analyst spoke with *** ****** on April 18, 2024, advising her that Columbia Gas identified the issue and was working on a resolution. Later in the day on April 18, 2024, the same Regulatory Compliance Analyst left a message for *** ****** informing her of her updated billing information and a direct number to call back with any questions.
Should you have any further questions regarding this matter, please contact me at *************
Very truly yours,
******* ******Customer Answer
Date: 04/19/2024
[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 have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
Regards,
***** ******Initial Complaint
Date:04/04/2024
Type:Billing IssuesStatus: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 of Maryland states they have permission to bill customers based on their company estimation of Gas units the customer should have used not based on actual Gas units customers use under Weather Normalization Adjustment (WNA) and this ability has been approved by (see attachments) Maryland Public Service Commission. Columbia Gas of Maryland is billing customers a System Charge of $16.25 per month just to have an account with them. How is this considered Fair Billing Practice and I question how and why did the Public Service Commission approved this if they have?Business Response
Date: 04/11/2024
April 11, 2024
********* ****
Better Business Bureau
Serving Western Pennsylvania
520 E. Main Street, Suite 100
Carnegie, PA 15106
Re: ********* ** *** ********
BBB Complaint ID No. ********
Columbia Gas of Pennsylvania & Maryland— Canonsburg, PA
**** *** *****
On behalf of Columbia Gas of Maryland, Inc. (“Columbia Gas”), I am responding to your letter with Complaint ID number ******** regarding the complaint of *** *********
Columbia Gas is regulated by the Maryland Public Service Commission (“PSC”) and state and federal agencies. These organizations approve rate schedules and terms that govern our operations.
The PSC approved Columbia Gas’s proposal to add a Weather Normalization Adjustment (“WNA”) which seeks a leveling effect on customers' gas bills by reducing bills in months with colder-than-normal temperatures when customers' gas usage tends to be higher and increasing bills in months with warmer-than-normal temperatures when customers' gas usage tends to be lower.
Unlike most companies, which can change the price of their product/service without outside approval, regulated energy providers—like Columbia Gas—must submit a detailed request to change their base rates to its regulator, the PSC. The request includes evidence to support the increase and demonstrate how it benefits customers.
Customers had the opportunity to participate in the review process in multiple ways, including through written comments or by attending virtual public hearings. Residential customers were represented throughout the process by the Maryland Office of People's Counsel.
To learn more about our rates and how rates are adjusted, visit our website on regulatory information at columbiagasmd.com/our-company/about-us/regulatory-information.
The system charge is a flat rate customers pay on each bill regardless of how much gas Columbia Gas delivers to their home or business. The system charge and the distribution usage charge are the only sources of revenue for the recovery of Columbia Gas’s operating costs. All of Columbia Gas’s investments in pipes, meters and all its expenses that support safe and reliable gas service – including responding to gas-related emergencies – are recovered through the system charge and distribution usage charge.
To continue to provide safe, affordable and reliable natural gas service, we must invest in our system to upgrade aging infrastructure, just as investments are made in bridges, roads and other infrastructure in our cities, towns and communities.
To better understand the charges on your bill, visit columbiagasmd.com/understanding-your-bill.
At all times, Columbia Gas is committed to providing our customers with the tools, resources and programs to stay safe and warm in their homes. These programs help customers mitigate the impact of a rate adjustment or financial changes due to economic conditions. More information can be found on our website, columbiagasmd.com/financial support, or by contacting Columbia Gas at 1-888-460-4332.
Should you have any further questions regarding this matter, please contact me at *************
Very truly yours,
Russell B*****Customer Answer
Date: 04/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Subject: BBB Complaint ID No. ******** Columbia Gas of Pennsylvania & Maryland— Canonsburg, PA.
I reject Columbia Gas of Maryland statements based on the following:
Under the Weather Normalization Adjustment (“WNA”) which seeks a leveling effect on customers' gas
bills by reducing bills in months with colder-than-normal temperatures when customers' gas usage tends
to be higher and increasing bills in months with warmer-than-normal temperatures when customers' gas
usage tends to be lower.
This is a false statement this program actually caused Distribution Charges within monthly bills to
increase attachments provided. This allows Columbia Gas of Maryland to come up with suspect data of
estimated gas used not actual gas used and charge increase Distribution Fees increasing their profit
margin at the expense of residents of Maryland. In the Public Service Commission response copy
submitted WNA Adjustments is not mentioned therefore, I question if this was ever approved and if it
was those Public Servants serving on Public Service Commission being paid by the State of Maryland
must have been out of their mind. This is not FAIR BILLING PRACTICE and not in the best interest of the
residents of Maryland.
Columbia Gas of Maryland states: The system charge is a flat rate customers pay on each bill regardless
of how much gas Columbia Gas delivers to their home or business. The system charge and the
distribution usage charge are the only sources of revenue for the recovery of Columbia Gas’s operating
costs.
I consider this to be a false statement. It is impossible for me to believe (someone who has worked in
Accounting Field) that their Profit Margin is based only on their System Charge and Distribution Charges.
I also question again why is Columbia Gas of Maryland is the only provider for Natural Gas operating in
Allegany County 21502 or maybe thru-out Marland? Where is the competition?*** ******** *** * **** ** *********** ** *****
Columbia Gas of Pensylvania & Maryland Inc is NOT a BBB Accredited Business.
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