Complaints

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:04/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My gas bill for the month of February nearly tripled in price. The bill would creased from $100 to over $300 in two months. The bill more than doubled from December to January. Januarys bill being over $250. I contacted peoples gas to make sure the bill was correct. Peoples sent an inspector to check my meter. They did not inform me they were charging an extra $70+ cents ****** for the service. I do not believe I should be charged anything for the company to recheck their work when a bill triples in price. That is an incredible increase in cost and is a cause for concern. I already pay them for their service to begin with.

  Business Response

  Date: 04/07/2025

  Mr. ******* established service on 2/5/2024.  A usage comparison between the customers current winter usage and the previous account holder shows this property has the capability to use the gas that was billed. Usage is considered inline.   A high bill inspection was scheduled for 2/24/2025.  A tech was sent to the property to investigate both inside and outside of the home.  Mr. ******* was not present as required to provide access, therefore the investigation could not be completed.  The customer may call **************** at ************** to reschedule.  A $75.00 high bill investigation fee will be charged if no issues are found.  

  Customer Answer

  Date: 04/07/2025

  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.
  
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:02/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  People Gas charged me excessive late fees for their autopay shutting off which is a blatantly obvious software issue. I never turned it off. I turned it back on four times now after getting charged excessively each time.Their office staff neglects the issue. There was no payment pulled from my account today but autopay is still on. All address and account numbers are correct. I was not given a solution.

  Customer Answer

  Date: 02/10/2025

  See attached.

  Business Response

  Date: 02/12/2025

   

  Thank you for giving us the opportunity to respond.

  I reviewed the account with a *********** Supervisor. There is one autopayment enrollment for customer which was in effect until it was declined in January 2024.
  The supervisor unenrolled the account in e-account on 2/10. Mr. ********** re-enrolled in e-account the same day and made a payment.

  I left a voicemail message for customer on 2/11 and sent an email with this information today 2/12.

  The late payment charges that were on your account have all been credited back. I have attached a statement of account. The current balance is $4.85CR. There is a late payment hold on your account.
  The auto payment concerns are being further investigated and I will get back to Mr. **********  by the end of February at the latest. My direct contact information is provided in the email.

  **** ******
  Compliance Specialist

• Initial Complaint

  Date:02/07/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  People's Gas detected a leak near my property on ***************************************** in June of 2024. Over the course of the next few months, a lot of work was done on and around my property. During that time, they dug a huge hole in my driveway, and filled it with gravel. This gravel did not match my driveway gravel, and left my driveway in a much poorer functional and aesthetic state than before they dug everything out. They also damaged a retaining wall and landscaping near the front of my house. I've since had to contract a landscaping/driveway company get the driveway and retaining wall/landscaping repaired.I've submitted a claim to them via email in November of 2024. They confirmed the submission, gave me a claim number, and I have yet to hear anything back from them. I've emailed them numerous times, and tried calling customer service, but customer service says that the only way to communicate with Claims is via email or fax. Since they're not responding at all, with even an update, I am at a loss.

  Business Response

  Date: 02/19/2025

  I've followed up with our ****************** the claim has been reviewed and approved. Peoples will be issuing Mr. ***** a reimbursement check in the amount of $3,507.00. Please allow 3-6 weeks to recieve the check. If you have any further questions, please contact ***************************************************************.
  
  Thank you,
  
  ******
  Peoples Gas 

  Customer Answer

  Date: 02/19/2025

  
  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,
  
  ****** *****

  Customer Answer

  Date: 04/02/2025

  
  Hi
  
  I know that we marked this resolved, but it has now been 6 weeks and I still have not received the check that People's Gas promised was on the way.  I emailed them and have not heard back.
  
  ******
  

  
  

  Customer Answer

  Date: 04/17/2025

  
  I received the check today, so you can close this now.
  
  

  
  

• Initial Complaint

  Date:10/03/2024

  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 September 23 a contractor contacted 811 to **** utility lines. The gas company refuses to **** my gas line by my house where the contractor needs to dig to replace my waterline. They said they could find it. Its In plain sight where it enters my house. ***** needs done before my temporary waterline freezes

  Business Response

  Date: 10/08/2024

   

  Thank you for the opportunity to respond. 

  A PUC complaint was received on 10/4/24.

  Reviewed account with Operations Manager.
  Peoples received the one call notification placed by Ms. Fries on 10/2/24 with a completion due date of 10/4/24.
  Peoples responded on 10/3/24. The excavator response notes emailed to the customer state:
  Peoples Gas does not own the house to meter facilities at this location. We did not find any records indicating the location of the house to meter pipeline. Please dig prudently.
  Manager reviewed with the line locator he stated the homeowner is asking for the buried houseline to be marked, which is at least 250 ft. through the woods and down a hillside that is not maintained. The area was dug out and a new curb box installed. This is referred to as non-jurisdictional pipe.
  Another crew was sent on 10/4 to extend the markings to the street. See picture 3.
  Additional site pictures have been attached.
  Peoples has marked the lines appropriately.

  The same response was sent to the PUC.

  Thank you.

  Dawn Vashie
  Compliance Specialist

• Initial Complaint

  Date:09/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband stopped by the house in the middle of the workday on Tuesday to find People's Gas digging in our yard. When my husband approached to ask what is happening, they said that they received an alert that they needed to check the gas lines in our yard. They immediately asked if we have insurance to cover the lines since it will be our responsibility to replace the lines. On Wednesday, they came back and continued digging (once again with no heads up from the company). Midway through the day on Wednesday, the People's employee knocked on the door and informed my husband that we need to call a plumber to replace our gas services lines. We were given no notice that the company would be at our house, digging up our yard. They proceeded to give us no proof of how they received the alert or what is wrong with our gas pipes. We have been given minimal instructions on next steps. They turned off our gas service, with no notice as well. We currently have no gas until the "problem" is fixed, but we don't know what the problem is to fix. Thursday morning, my husband called People's Gas to get more answers. People's said that one of their employees was driving by our house and noticed the smell of gas so he "marked" our yard with paint. After our yard was marked, the company came to dig in our yard. When asked for a report to show all this information, the employee said we would have to go through their legal department, and he cannot answer the questions we asked. We still have no guidance on what happened, why it happened, and what we are supposed to do (besides call a plumber). They did make sure to tell us it is our responsibility. They never informed us that they would be digging in our yard. And they proceeded to avoid answering questions (referred us to their legal department). Our homeowner's insurance company has denied a claim to help as we could only give them minimal details.

  Business Response

  Date: 09/24/2024

   

  Good Afternoon!

  Thank you for the opportunity to respond.

  An Operations Manager reviewed the account.

  On August 14 during scheduled compliance Service Line Leak Survey a People’s Leak Detection Inspector found a Grade 2 Leak at *** ****** ***** *** while conducting a SLLS. He plotted the leak in our system. On September 17th an O&M crew arrived at the address to investigate/repair the leak. At this time our Fitter Leader spoke with a man at the residence and told him that there was a leak in the area and that it could not be determined what the cause was until more investigation and possible digging. Shortly after the crew got moved to an emergency call and left for the day. The next morning 9/18/24 the crew arrived back at the residence and continued their work. After pinpointing, they dug the curb stop and found gas migrating from towards the house. At this time there was no one home, so the crew disconnected service and put a 90 PSI test on the curb to meter (customer owned) service line, the line did not pass the test. A door card was filled out stating this information and a call was made to the Operations Center letting them know that the line was failed. While backfilling the man they spoke with the day before came back home and the crew explained all of this information to him.
  
  At this time- The service to *** ****** ***** *** remains off until they can have a qualified plumber send in an SIR for their curb to meter service line. 
  
  A restoration slip has been put in. Our contractor will restore the area to the same condition as before the work was completed.

  Operations Supervisor contacted customer on 9/24/24 to address all her concerns.

  Thank you,

  Dawn V*****
  Compliance Specialist, Peoples Gas
  
  
  

   

  Customer Answer

  Date: 09/24/2024

  
  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. I also had a Peoples representative call me today and explain everything that was not explained prior. We are not gas line experts and need things communicated to us in lay-mens terms (as does most other customers). This conversation helped clear up a lot of confusion. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:06/26/2024

  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 had money problems paid as much as I could afford to pay on the balance People's gas shut off my service without notice I called about getting service turned back on and getting a new payment plan or even the old plan back into effect I had some more money prepared to pay on it if I needed to was told that I had to pay the whole balance which I can not afford to pay $1800 all at once to get my gas back on they refused to help me at all they just keep referring me to programs that won't help me at all because I make a couple hundred dollars more than their cap for helping people. I just got a new job that pays a little better than my last job trying to work this out and get bill paid off not trying to get out of it.

  Business Response

  Date: 07/01/2024

  A 10 day termination notice was sent on 06/10/2024. Gas was disconnected on 06/25/2024 for non-payment.
  
  Mr. ****** contacted Peoples on 06/26/2024 regarding disconnection. Rep advised Mr. ****** that he was ineligible for another payment agreement and would need to remit past  due balance to restore gas service. 
  
  Mr. ****** has defaulted on more than one payment agreement. Mr. ****** appears to be eligible for the Customer Assistance Program (CAP). Mr. ****** has never participated in CAP. It is an income based payment plan and is the most beneficial plan the Company can offer. While enrolled in CAP, the customer recieved the benefits of CAP credits, pre-CAP write offs & waiving of late payment charges. 
  
  The Company is willing to provide a reduced reconnection if proof of income is recieved and confirmed as eligible for CAP. Peoples will then be willing to restore gas service. 
  
  If Mr. ****** chooses not to submit income to enroll in CAP, Peoples is requesting the full past due balance $1765.42 to restore gas service.  
  
  Mr. ****** can contact the CAP office at ************** to start enrollment process. Mr. ****** will need to drop his Natural Gas Supplier to enroll in the Customer Assistance Program. 

• Initial Complaint

  Date:12/12/2023

  Type:Customer Service 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 received a letter in the mail from peoples natural gas stating if I did not call to set up an appointment to have them come in my house to check my meter they would shut my gas off and charge me $65.00 to turn my gas back on. I called the company and they said they called and left messages and sent me letters in the mail. I received no voicemails. The company states this is there last resort to get me to call them. So had I not checked my mail my gas would be shut off and I would have to pay $65 to have it turned back on. So if you don’t look at junk mail and they don’t leave messages they shut your gas off as the weather is cold. Then to top it off they charge you to have your service back on. So utility companies can threaten you and put you in danger because they want something from you. I understand they need to check the meter. The water company knocked on my door and checked my water lines two weeks ago. No threatening letter or added fees due to their wants and needs. I have scheduled an appointment for them to come check my meter. That’s no problem. My issue is being threatened and facing possible financial charges due to their wants and needs. I pay my bill, I paid the initial turn on fees. But to threaten your customers is unacceptable.

  Business Response

  Date: 12/27/2023

  In accordance with the Pennsylvania Pipeline Safety Regulations, the company completes leak survey tests of the customer owned service line every 3 years.  The customer’s meter is located inside. 
  
  Peoples made several attempts to reach Ms. *** to schedule an inspection. The company has sent notices on 10/23/2023, 11/06/2023 and 11/30/2023 for the customer to call and schedule an appointment. In addititon to the letters, the Company made phone call attempts on 10/10/2023 5:26pm & 10/11/2023 9:30am where a voice message was left. 
  
  On 11/30/2023, Peoples sent Ms. *** a 10 day Service Line Inspection termination notice. After the notice was sent to Ms. ***, the Company also made 2 more contact attempts to reach the customer to schedule on 12/08/2023 5:02pm & 12/11/2023 9:31am where a voice message was left.
  
  As of 12/14/2023, the service line insepction was completed and the property will not need another survey for 3 years.

• Initial Complaint

  Date:12/11/2023

  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 received an email from Radius collections for a bill I paid on 1-6-23. I was contacted before about this and I believe I filed a BBB claim then. The confirmation is *******. Spoke to Brianna at Peoples said showed pmt and wanted me to call the agency which represents them? I called them spoke to Josh said the acct came to them on 10-2-23 which is well after pmt. One could be a mistake but twice is harassment. I am waiting for a call back from supervisor at Peoples. I want to know how this could happen a 2nd time. Also I NO LONGER live at **** * ***** ** that house was sold but it is the address of the bill at the time. Thanks

  Business Response

  Date: 12/13/2023

   

  Thank you for the opportunity to respond.

  Ms. ***** closed her account at **** * ***** ****** as of 10/25/22. Final bill amount was $83.71 due on 11/16/22. Attached final bill.

  $83.71 was paid on 1/6/23.

  The collection agency has been notified that debt has been paid in full.

  Ms. ***** contacted Peoples on 12/11/23 regarding this matter and requested a supervisor call back. Supervisor returned call on 12/11 at 4:12PM and left voicemail message.

  Dawn V*****, Customer Relations Specialist

   

• Initial Complaint

  Date:12/05/2023

  Type:Customer Service 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 went to pay my gas bill an i was told that someone closed my account out a that a new tent moved in using my address ! We have never closed are account out or moved it’s been the same acccount for 60years an now I’m being told that I have to wait till they get a new reading n it could take a week or more I want to know how someone can just shut someone account down n not notify anyone about it!

  Business Response

  Date: 12/11/2023

  ******** ******************* was moved out of *** ******** *** ******** ** ***** in error. A representative was placing gas service into another customer's name and missed a digit within the address. When the representative confirmed the address in which the other customer was moving into, that customer confirmed that *** ******** was correct. 
  Peoples billing representative fixed the billing errors and placed Ms. ********* back into billing at her address of *** ******** ***. 
  I called and spoke with Ms. ****** to advise that billing error has been corrected and will start to receive bills again. I advised Ms. ****** of all customer assistance options if needed with bill assistance. 
  
  This complaint has been resolved. 

• Initial Complaint

  Date:10/04/2023

  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 10/3/23 unlawfully shut off my gas in what I believe to be a power move leaving my residence without hot water or gas to cook directly before dinner time. I have two two-year-olds. Earlier, iasked to speak to a supervisor about timing / doing work on my particular residence after a crew member knocked loudly on my door (the door was open) waking up my two small children for the 4th time within a 7 day period. The supervisor (that I later learned was not a supervisor at all but an inspector) became aggressive and said that it couldn't be true that they were at my residence 4 times. I also asked him how to file a claim about damage to my property. I waived him off and went back inside my residence as he was being over aggressive. Right before the work day ended, the crew members left a door hanger stating that I was not home even though my door was open and no one attempted to contact me. I then discovered that my gas had been shut off without notification, and later learn that all residents is on my block had been connected to the gas line with exception of my residence. I was not notified that my gas would not work for the remainder of the day so that I could make plans to feed my children. I feel that this was in retaliation of me complaining about damage to my property, and asking the crew to be more considerate of my small children and their nap time. I also suspect that someone urinates on my garage but have no proof other than the strong smell of urine. I feel that this was a violation of my property and a power move against me by a disgruntled crew. No one has apologized or even offered a resolution. They temporarily turned in my gas later in the evening but I still have not been connected to the new line requiring even more disruption to our lives.

  Business Response

  Date: 10/06/2023

   

  Thank you for the opportunity to respond.

  
  Customer filed a PUC complaint for the same issue. The same response was provided to the PUC.

  A pipeline upgrade letter was sent in August explaining the process including that the service would be temporarily interrupted and need to be restored. See attached letter.
  Peoples was working on a mainline project. The gas service to the property needed to be temporarily shut off to begin tying the location into the main line. The customer approached the workers stating they would need to come back at a later time because her children were napping. Tech left gas off and a door hanger for customer to call when could provide access for work to be completed.
  Ms. ***** contacted Peoples twice on 10/3, the first contact was regarding damage to the bush and was forwarded to the restoration department. The second contact was request for service to be turned back on. A supervisor call back was requested.
  Construction Supervisor called Ms. ***** on 10/3 at 3:37PM and left voicemail message with his direct number. No returned call.
  The gas service was turned back on at 6pm on 10/3, customer was tied into the old main line that was still live. The location had not been converted over to the new gas line yet.
  Customer was switched over to the new gas line on 10/4 and the service was connected the same day.
  Banks Gas Services, contractor trimmed the bush while replacing her customer owned service line. Peoples restoration has already approved replacement of this bush.
  Reviewed account with Construction Operations Supervisor.
  The meter was already located outside and never needed to be moved. 
  We have no knowledge of urination on garbage can.
  Customer asked inspector who has been working here the past 4 days. He replied no one associated with us was working at this location over the weekend. The inspector is a PNG inspector, not a contractor.
  On 10/5 Construction Supervisor contacted Ms. *****. Customer stated she didn't receive his voicemail message on 10/3. He reviewed the information with her, issued an apology for the crews actions, and advised will follow up with the crew and inspector about job site communication.

  Peoples strives to be professional. The complaint comments were sent to the appropriate departments. Construction Supervisor contacted customer to address her concerns and issued an apology.

  Thank you,

  Dawn V*****

  Customer Relations Specialist, Peoples Gas

  Customer Answer

  Date: 10/07/2023

  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.
  
  Peoples' response was mostly accurate. I am connected to the new gas line and an emergency crew came out to fix the situation. There are two falsehoods in their response.

  What is NOT accurate is that the crew did not connect me to the gas line because "I asked them not to disturb my napping two-year-old children".  The crew was well aware that they had already woken up my kids because I came out and said, "you have just woken up my kids for the 4th time in a row (I did not claim that the crew was there over the weekend but that it was the fourth time in a row that they had woken up my kids) by knocking loudly on a glass pane door (the door was open).  I was HOLDING MY KID while addressing this and asking them to be more considerate about working directly on my specific property and/or knocking loudly between 1 -3PM.  I would NEVER agree to them shutting off my gas and not turning it back on when I was in the middle of cooking dinner for said children.  This was, in my opinion, a power play against me for asking them to be more considerate, and complaining about the bush. 

  The main issue is that they left me and my family without gas with no notification that they would not be turning it back on.  They left the door hanger claiming that I was not home when they had just spoken to me 5 minutes prior.  Again, I believe that this was in retaliation for me. Complaining about them not being considerate and for butchering a bush in front of my house.

   

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