ComplaintsforPeoples Natural Gas

• Initial Complaint

  06/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  12/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  12/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  12/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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,
  
  ***** *****

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Peoples gas company came and dug in the street 2 months ago. NEVER told me they locked
  my gas meter due to them hitting a gas line. I use electric appliances so I call people's gas the
  next day cause I had no hot water asked if they forgot to turn my gas back on... they said your
  gas is ON! So I assumed it was on because that's what they told me the day after.. I've been
  without hot water for 2 long stressful months thinking it was my hot water tank (I even called
  them to see if I qualify for any programs) I finally use my WHOLE PAY and vacation days to buy
  a hot water tank and have it put in Today..08/21/23 well the plumbers see there's NO GAS I call
  them and it took her a few time to tell me they locked my tank outside! Peopls gas guy comes
  and said these NO GAS LINES TO YOUR HOME the pipe they broke was mine and I guess
  they never fixed it from the street to my main line on my wall... I'm very frustrated I just lost all
  this money thinking it was my hot water tank and loss of work ... I would like refunded for the
  time .. the hot water tank and them still charging me after lying saying they told ALL the
  neighbors we had to have plumbers check out our house.. I WAS NEVER EVEN NOTIFIED
  THEY TURNED OFF MY GAS NOT NOTHING... 2 MONTHS WITHOUT HOT WATER AND
  NOW A NEW HOT WATER TANK THAT WASN'T EVEN NEEDED DUE TO PEOPLES GAS..

  Business response

  08/30/2023

   

  Thank you for the opportunity to respond.
  
  Pittsburgh Water Company hit a gas line in front of Ms. ******’s house on 6/15/23.
  Peoples received the call and sent a crew to investigate. The gas service to Ms. ******’s house was turned off and meter pinlocked. Door card was left.
  
  Ms. ****** called on 6/19 for help with furnace repairs and was referred to ERAP.
  
  Customer reported No Gas call on 8/21 and tech was sent to investigate. The lines were checked for safety, the gas service was turned back on, the furnace relit and water tank was red tagged. Response notes state Flue pipe running downhill and control valve has a crack in it.
  
  On 8/22 Ms. ****** contacted Peoples and was provided with the information to submit a claim. The Claims Department reviews, investigates and responds to claims in the order in which they are received.
  Customer requested a supervisor call back.
  
  Supervisor spoke customer on 8/29 and as a courtesy scheduled a work order for 8/30 to relite water tank.
  
  The Company is addressing Ms. ******s concerns.

  Dawn V*****, Peoples Gas, Customer Relations Specialist

   

  Customer response

  08/31/2023

  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.
  
  I received a email from the BBB .. and I'm writing back concerning the message sent from people's gas! 
  I read they stated there was a note left on my door.. that is a lie.. they never told me they turned off my gas ... also I called in for help with a hot water tank not a furnace (I got a brand new one in 2017) I know peoples gas has recorded phone calls... I have proof how many times I called .. and also their representative telling me my gas is intact on ... 
  One of the crew members read from there computer to me that people's knocked on the door! So by them lying saying ANY of this is a shame I was home all week me and 2 adult children as they dug outside of my home ... the neighbors were home PEOPLES NEVER KNOCKED OR LEFT ANY MESSAGES ON MY DOOR.. 
  If that was the case I wouldn't have assumed my hot water tank was broke because there was no flame going to it ... I have nothing else in my home that uses gas ...  

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

• Initial Complaint

  06/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There a disconnect on my gas bill it says on there that they can’t shut it off if I can only pay in installments but they won’t let me set up a payment arrangement I went to my local dhhr office they offered them 2000 dollars and they will not except it

  Business response

  07/10/2023

  Thank you for the opportunity to provide a response to this complaint.

  Mr. ***** does not have an active termination notice at this time, and therefore is not in threat of termination.  The customer has defaulted on four payment plans, and no customer payments have been made in the last twelve months.   There is no record of the Company being offered a pledge for $2,000 in assistance.  Mr. ***** will need to contact his DHHR office to inquire. 

  The account balance is $7,120.75.  As a customer courtesy, Peoples will offer one more payment plan on this balance.  Mr. *****’s account has been enrolled in an 18-month payment plan of Current Charges + $359.59 monthly installments.  The first payment will be due with the next bill’s due date.

  Peoples encourages the customer to apply for the Dollar Energy Fund grant by calling the Central WV Community Action at ***** ******** to make an appointment.  Mr. ***** also appears eligible for LIEAP and should apply when the program reopens.  LIEAP information can be found at *************************************************.  

  Mr. ***** may call Customer Service at ************** with any questions.  

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I set up auto pay with peoples gas and they failed to take out the money for several months then sent a letter for a shut off notice. I reached out and they advised that I did not confirm to begin autopay even though I was never told that was a necessary step in setting it up. I paid $400 dollars to prevent shut off. My gas was then shut off on 5/4/23. I reached out and made a payment of $700 dollars for it to be turned back on. They advised someone would come out on 5/5/23. I received a text a technician was coming out but the gas was not turned on. I then outreached again to people’s gas and they advised that the technician was out and I was not home. The technician did not ring my doorbell or alert me in any way that he was here. I’ve been on the phone several times with them and they advised no one could turn my gas on until Monday. I have no hot water, no stove, or heat. I set up auto pay to avoid any situation like this and because the representative never advised me to confirm anything or send me any communication to do so I now owe money and they are making it difficult to even turn the gas back on. Furthermore the customer service is horrendous. There is no contact for a supervisor and the representatives have just said there is nothing they can do when they are the reason my payments weren’t accepted and they never communicated I would need to be present for the gas to be turned on. I just want my gas turned on since I paid to have that service reinstated. This isn’t the first time they have not accepted payments then tried to say I owe money. The way they run their business is just unfair to the customer. I pay my bills and it’s unfair to be dealing with this.

  Business response

  05/11/2023

  Thank you for allowing Peoples to address your concerns.  Peoples values you as a customer.  A statement of account was prepared and is attached.  

  Mr. **** ******* has been a ratepayer since 3/21/19.  Customer created an eAccount, the company web site where customers can view and pay their bill along with other options.  Customer elected to receive his monthly bills electrically to his email.
  
  On 6/20/22 customer contacted the company and set up a payment plan to pay his $743.70 balance at $104.78 (regular budget $77.00 + $27.78) a month.   
  
  In August 2022 and September 2022 customer made partial payments on the plan.  There were no payments made from October 2022 through February 2023. 
  
  On 3/20/23 customer paid $400.00 and called the company and said he thought he signed up for Direct Debit where payments are automatically withdrawn from customer’s checking account each month.  Our Call Center rep advised he entered his bank account information to his eAccount, but he did not sign up for Direct Debit. 
  
  If customer would have properly signed up for Direct Debit, then the electronic bills would have withdrawn the full amount due each month and the following bill would have reflected the payment and there would not have been a past due amount. 
  
  As a courtesy the late payment fees in the amount of $16.96 were removed.  Rep showed customer how to un-enroll in electronic billing as customer said he was having issues with his email.   Customer decided to wait to enroll in Direct Debit at a later date. 
  
  On 3/21/23 customer paid $400.00. 
  
  On 4/13/23 a 10 day shut off notice for the past due payment plan arrears of $913.33.  On 4/18/23 an outbound call was made to customer’s primary phone number to advise of the past due notice amount and due date.  Customer received and validated the message.  There was no contact from customer to make arrangements for payment and on 5/4 the gas service was shut off for nonpayment. 
  
  On 5/4/23 customer paid $738.84 and scheduled turn on for 5/5.  Customer was advised an adult must be present for the turn on so a safety check can be performed and the gas service can be restored. 
  
  On Friday 5/5/23 the service tech reports he made a 15 minute call ahead to the customer before he arrived at the property and at 10:31 am there was no one home and a door card was left.  
  
  On 5/5/23 customer called and rescheduled for the next available day and the service was restored on Monday 5/8/23.  
  
  Customer is current on his payment plan.  Customer may sign up for Direct Debit.  Our Cal Center reps are available 1-800-764-0111 Monday through Friday between 7am and 5pm and will assist customer with signing up for Direct Debit. 
  
  
  
  

   

  Customer response

  05/11/2023

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

• Initial Complaint

  04/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I currently reside in my deceased grandmother's house. I pay for all the upkeep and bills on the house. I am currently struggling in financially to pay my outrageous gas bill with a budget amount I can't afford. I contacted them to help me by putting me on a cap payment they are refusing to help me because I never changed the bill to my name from my grandmothers name I just kept paying the bill. I mean they don't refuse the payments that come from me. I would like them to help me with a payment that I can afford.

  Business response

  04/10/2023

  Thank you for the opportunity to address Ms. *****’ complaint.
  
  Ms. ***** emailed Peoples’ Customer Service asking for assistance with paying the bills.  She was advised on 3/6/2023 that she was not authorized to discuss the account, and it was requested that she have the account holder contact the Company.  Ms. ***** did not disclose that her grandmother had passed away.

  
  Peoples cannot continue to bill a deceased person for gas service, or discuss the account with unauthorized parties.  Ms. ***** must call Customer Service at ###-###-#### to apply for service.  Once service is in her name she will be eligible to apply for the CAP program.
  
  Thank you,
  Peoples 

  Customer response

  04/10/2023

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

• Initial Complaint

  03/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a Peoples Gas Customer enrolled in the C.A.P (Customer Assistance Program), which provides funding for Low Income Families to help with their monthly bills. C.A.P is renewed every 2 or 3 years and the last time I renewed my C.A.P application was in January of 2022, to the best of my memory. I also get LIHEAP Grants every year to also help with high heating bills during the year. I received 2 LIHEAP Cash Grants at the end of 2022 in August for $250 & in October for $ 366.. Peoples Gas was charging me $58 a month for my Monthly Payments under my C.A.P enrollment, They claim they sent me notices saying that I had to renew my C.A.P application for funding by a date in February 2023. I never received any such notice, however they claim they sent me 2 after they disenrolled me from the CAP program in March 2023, and took the remaining $261 credit I had left on my account. I did then go and renew my C.A.P application and Also received additional $150 funding from LIHEAP. Duquesne Light did not give me a total of how much my new monthly bill would be, telling me that it will be reset after the Next Monthly bill and the have depleated the rest of my LIHEAP funding first. I feel they did this because I would not have to pay a bill until September of 2023, with the funding that was provided.

  Business response

  03/15/2023

  Thank you for the opportunity to address the concerns listed in this complaint.
  
  Mr. ***** elected to be enrolled in e-notices (paperless) through Peoples’ E-Account.  A CAP renewal letter was uploaded to Mr. *****’s account on Peoples’ E-account on 11/28/2022 advising to contact the CAP office at ************** before 1/23/2023 to update his household income and occupancy.  A second and final notice was uploaded on 12/28/2022 to update his information before 1/23 in order to remain on CAP.  Mr. ***** did not provide the necessary information to renew, and was notified on E-account that he was removed from CAP on 1/23.  Three letters have been attached with this response. 

  
  Mr. ***** contacted Peoples on 2/27 to discuss his removal from CAP.  The representative explained that he did not respond to the e-notices to renew before 1/23, and was dropped from the program.  A new CAP application was completed during this call, and the customer provided his current income and occupancy information. 

  
  A LIHEAP grant of $150.00 posted to the customer’s account on 2/20/2023, resulting in an account balance credit of $115.22.  Accounts with credit balances cannot be enrolled in CAP.  Mr. ***** was correctly removed from CAP for failure to renew per the program’s guidelines, and will be re-enrolled in the program once the grant has been exhausted.  An account statement has been attached. 

  
  The customer is encouraged to stay alert for important e-notices (Notifications tab) regarding his account with Peoples Natural Gas.  
  
  Thank you,
  Yvonne
  Peoples
  Customer Relations

  Customer response

  03/17/2023

  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.

  The Business is clearly lying whereas i received no such emails from them, in the future they should send notices out via the mail and particularly by certified or signature confirmation, that way there would be no argument that both sides have got in touch with each other
  
  Regards,
  
  ***** *****

*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. ↩