ComplaintsforColumbia Gas of Virginia, Inc.

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am having trouble with Columbia Gas of Virginia and wanted to give you an opportunity to respond. I send in a return to owner (RTO) agreement (which they only accept via mail) which was "lost". I sent in a second one via certified mail, which they signed for. I waited the requisite 45 days, apparently their processing team is not a priority at the company. Yet the second RTC agreement "cannot be found" Multiple calls to customer service (because no one can give me a direct number to the department and they "don't have emails" gets me no where, no return calls and no resolution. I have several properties I am trying to tie to one agreement but am at a loss to how to proceed with their atrocious customer service. Do they have a CEO or VP of customer relations you could give me the information for. A name and direct line! Thank you

  

  Business response

  04/12/2024

  April 12, 2024
  

  *********************
  Better Business Bureau Serving Central Virginia
  *****************************************************************************
  

  In regard to:
  ***************************
  BBB Compliant ID No. ********
  

  Dear ****************:
  

  On behalf of Columbia Gas of Virginia, Inc. (Columbia Gas), *************** to your letter with Complaint ID number ******** regarding the complaint of ***************************.
  

  In his complaint, ****************** outlined efforts related to this goal: I have several properties I am trying to tie to one [property owner] agreement but am at a loss to how to proceed. The complaint cites issues with two lost agreements that the customer claims he sent to ******************** Gas via **** and certified mail, as well as a lack of response to phone calls to customer service.
  

  We have succeeded in making contact ****************** and are happy to share that we have spoken with him and that the Property Owner Agreement request has been completed. We thank him for bringing this situation to our attention and will continue to work on enhancing our processes to ensure a seamless and straightforward experience for our valued customers.
  

  Should you have any further questions regarding this matter, please contact me at ************.
  

  Sincerely,
  

  *******************************
  Communications Manager
  Columbia Gas of Virginia

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They randomly stopped at our home and went down our yard without any notification and I was home. Asked what are you doing and he said Im checking a gas leak. We didnt report any leak. He sprayed the pipes and no leak was found but had our gas cut off. We had to pay $350 to have a plumber replace a pipe that had some rust but no leaks. They said they would come back as soon as it was fixed. They didnt. We had to call and they said we will not be coming back tonight. They sent someone at ****pm but they did not get out to knock or ring bell as we have it on camera. Called the 3rd time at 9:15am the following day and was told we will send someone. 5 hours later still nothing. No gas heat no hot water. My wife called and was treated very rudely. We have never missed a payment, no issues and this treatment is completely unacceptable.

  

  Business response

  01/02/2024

  January 2, ****
  
  *************************
  Better Business Bureau Serving Central Virginia
  100 ***************
  Suite 100<************************************
  
  In regard to:
  
  *************************
  *********************************************
  ************, ** 23832
  
  Customer Account # ************
  ******************** Compliant ID No. ********
  
  Dear ********************:
  

  On behalf of Columbia Gas of Virginia, Inc. (Columbia Gas or Company), *************** to your letter with Complaint ID number ******** regarding the complaint of **************************
  
  At 1:24 p.m. on December 21, 2023, a Columbia Gas leak inspector arrived on-site at the complainants address to perform a routine, 12-month leak inspection. After detecting gas on the piping where the pipe enters the customers home, the leak inspector called in a Priority Order (Order).
  
  At 1:29 p.m., a Columbia Gas technician responded to the Order and found a leak on the gas line going into the crawlspace of the customers home. Accordingly, the technician shut off the gas at the meter and capped the line.
  
  Approximately a half hour later, the customer contacted ******************** Gas and reported that a random person was walking on his property and was then joined by two other people, who shut off his gas. The customer was upset that his gas service was shut off as he watched the technicians do the soap test, which revealed nothing. However, the technicians instruments showed there was a leak on the gas line.
  
  At 10:15 p.m., the customer contacted ******************** Gas for the service line inspection.The company technician initially showed up at 10:56 p.m. but was pulled for an emergency. When the technician returned at 11:03 p.m. the house was dark and there was no answer when he knocked on the door. The technician noted on the order customer is asleep, house is dark inside.
  
  On the morning of December 22, 2023, the customer contacted ******************** Gas regarding restoration of his gas service. **************** accidentally scheduled the service line inspection for December 22, ****, but the error was caught and rescheduled for December 23, 2023.
  

  On December 23, 2023, a representative from Columbia Gas arrived on-site at 9:51 a.m. and drop tested the fuel line and performed all other safety checks. The customers gas service was restored at 10:37 a.m.
  
  Since receiving the customers complaint, Columbia Gas has twice attempted to contact the customer, leaving contact information and information on hours of operation.
  
  Additionally,in his complaint the customer stated a disputed amount of $350.00 for plumber costs to replace the leaking piping. Please note that once a leak is discovered on the customers side of the meter, the customer is responsible for the expense of making any necessary repairs. See Columbia Gas of Virginia Tariff at Sheet No. 412, Section 2.4.
  
  Should you have any further questions regarding this matter, please contact me at ************.
  
  Sincerely,

  
  *******************************
  Communications Manager
  Columbia Gas of Virginia
  

  
  

• Initial Complaint

  11/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called Columbia Gas of Virginia and disputed my bill and told them I would pay them on Friday and they said my bill was correct and I owed $231.88 and then they turned my gas off on Thursday which of course I didnt know until I got home and they were closed. I paid my bill immediately for the amount they said and then the next day I had a credit of $67.72 which is what I told them originally. Once I finally got someone on the phone they said they couldnt turn my gas back on until the next Tuesday, that many days without hot water and children is insane. They then told me they could come today but I would have to an extreme extra fee which I had to pay. They came out and now when it was time to turn my heat on there was an emergency switch flipped because they turned my gas off and I had to pay an HVAC technician to come out. This has literally become robbery how they treat people and its only because we have no other choice for gas.

  

  Business response

  11/15/2023

  *******************************, Communications Manager for Columbia Gas of Virginia

  

  Business response

  11/15/2023

  In regard to:

   

  *********************

  6454 Richwood TL

  *******, **  23120-1834

   

  Customer Account #************  

  BBB Compliant ID No. ********

   

    Dear ****************:

  On behalf of Columbia Gas of Virginia, Inc. (Columbia Gas), ********************************************************************************************************* to your letter with Complaint ID number ******** regarding the complaint of **********************

   

  On Aug. 21, 2023, Columbia Gas of Virginia issued a bill with a termination notice to ********************* for the budget plan arrears of $231.88. The termination date on the notice was on or after Sept. 1, 2023.

   

  ************ states that she contacted Columbia Gas of Virginia to advise she would pay the bill on a Friday, and that the company turned the gas off on a Thursday. However, Columbia Gas has no record of the customer contacting us regarding the termination notice, and gas service was terminated on Tuesday, Sept. 19, 2023. After the gas service was shut off, Columbia Gas posted a payment of $184.00, leaving a credit to the customer of $67.72.

   

  On Sept. 20, 2023, the customer contacted ********************** requesting information about costs/fees to restore gas service. Columbia Gas provided that information and the customer made payment. Additionally, the customer requested that gas service be turned on the same day, which, in general, incurs a priority fee of $114. The customers service was restored on Sept. 20, and the customer was placed back on the budget plan of $100 per month.

   

  The customer is now current on the budget plan and has one additional security deposit installment, which will be billed on the next bill. Additionally, Columbia Gas of Virginia records indicate the customer was never actually billed for the $114 priority fee.

   

  As for any potential issues with an emergency switch, when the Columbia Gas of Virginia service technician was at the customers residence to connect the gas service on Sept. 20, the technician tested the companys service line and the customers house line and no leaks were detected. The technician then relit the gas appliances and performed a safety check on each one. As per the Columbia Gas of Virginia normal connect process, the technician would not have turned off any emergency switch when relighting an appliance.

   

  Should you have any further questions regarding this matter, please contact me at ************.

   

  Sincerely,

  *******************************

  Communications Manager

  Columbia Gas of Virginia

• Initial Complaint

  04/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Columbia Gas of Virginia has claimed our gas meter has stopped working for two years in a row and approximately around the same time each year. This issue first occurred last year around this time. The company replaced the meter and charged me the previous years costs in gas to make up for the time the meter stopped reading. This is when we had the 3 day snowstorm. We learned our ****** and cut back significantly on that. We did not dispute and paid for additional costs of about $600. This year the same issue has occurred on a supposed brand new meter installed by Columbia Gas. The meter is less than a year old. Columbia Gas, again, sent a technician out to replace the meter and just billed me $1600 for the difference in pay. Claiming the meter stopped working in December, when in fact it appears to have stopped working in January. They determine the cost we owe to be based off house size and weather date. We have attempted to call a supervisor and did not hear back. Also, when the technician checked the gas in the home he left the fireplace burner on, sloppy. We are not agreeing to pay for this costly issue from the gas company considering it is now a yearly event specifically when gas prices are at peak due to the winter weather. We paid last year when this happened and took the hit of being overcharged knowing that we cut back on gas usage. We are wanting Columbia Gas to absorb the loss and ensure their meters are operational at all times going forward and send quality technicians to manage equipment and checking appliances are properly turned off after performing their test.

  

  Business response

  06/29/2023

  Please see attached response

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Columbia gas is our current gas provider and I received a bill from 12/30/2022 that states I owe $794.42. I contacted Columbia Gas to inquire why my bill was so high this month. I explained that since 2020 I have always gotten bills that range between $100 to $280 in the winter. Rep*1 asked me a few questions which led to can you go to your back yard and read the meter. Which I did during the conversation I advised her it smelled like gas. Columbia gas rep advised me to exit the home and wait for a tech. Tech arrived, and confirmed there was a leak and fixed it. I called Columbia gas to inquire how adjustments would work given there was a leak. 1st rep stated we will call you back Wednesday Jan 11,23. Waited no call. Called back Friday to follow up. Rep 2 stated she was going to put a ticket and should wait. Called after Jan 20th to advise that my bill is due soon and wanted to check updates rep 3 stated they are waiting on the meter results for month of Jan to make updates. I advised them that I did not want to miss the due date due to the leak and I would make a payment based on Last Dec 2021 statement. Rep agreed that this would be ideal. Yesterday I received a termination of my gasoline because I failed to pay the difference. I called today 1/31/23 to follow up on adjustment due to leak. Per Columbia gas rep *** he advised I could reach out to emergency assistance or churches for assistance. Advised rep ** this was a leak issue and that I was told to call back for corrections once my bill was meter was read again. Rep * 4 stated that he would check again but this type of leak isnt something that Columbia has adjust off. If this type of leak didnt make a difference why is it that Jan 2023 bill is $264.89 after the leak being fixed. Nothing has changed thermostat and HVAC are the same .I am requesting that BBB assist me with Acct * **************** 7 as I have never gotten a $794.42 in the past and as soon as the leak is fix my account goes back to normal?

  

  Business response

  03/10/2023

  ******** with the company called in and stated that this has been resolved directly with the customer.  

  Customer response

  03/10/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Columbia gas never reached out with any offer or settled anything. They sent me a letter termination to cut off or services if I didnt pay. I had to pay to ensure my family did not freeze during with the cold weather. I ask that I be refunded for the overpayment. 
  
  Regards,
  
  *****************
  
  
  
  
  

  

  Business response

  06/16/2023

  Please see attached response

• Initial Complaint

  01/24/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 24Jan22 Columbia Gas decided to update my meter and turn off the gas to my house. No warning, no letter, no email, no call, no text. So they came to my property unannounced, trespassed on my property entering a closed gate, and turned off my gas before updating the meter. They left a note on my door k*** not saying that they turn off my gas, but to say to please call us to allow access to the property to complete some work. Near 10pm I went to get a shower and noticed no hot water. After spending some time troubleshooting my water heater, I noticed the blower constantly going on my heater. Then I realized my home was 8 degrees below the set temperature. It was then I realized I had a gas issue. I called the hotline and they said they updated my meter and couldnt turn the gas on because no one was home. It is the middle of the winter and it is below freezing outside. I am left with no heat or hot water for my family and elderly mother. This company created a hazardous situation for my family for unnecessary and unannounced work on my property. They shouldnt be allowed to get away with this.

  

  Business response

  03/10/2023

  ******** with the company called in and stated that this has been resolved directly with the customer.  

  Customer response

  03/10/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *************************
  
  
  
  

• Initial Complaint

  01/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Columbia Gas cashed a check for $6152.00 on 8/1/2022 in payment to run a new natural gas line in order for ********************** to install a needed generator. As of today, 1/5/2023 the project is still stalled and after multiple attempts to get a supervisor or manager to call back in order to escalate this, management will not contact **. When we contact their management we are told they take the message and will call ** back. We are going on 6 months of a free loan of $6152.00 and have no services in return. We have an "Aid to Construction Agreement" with Columbia Gas dated 6/1/2022.

  

  Business response

  03/10/2023

  ******** with the company called and stated that his has been resolved directly with the customer.  

  Customer response

  03/16/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Although now I do get responses from Columbia gas, after 9 months of having our payment they are saying now the new gas meter cannot be located where our contractor has asked for it to be.   Why are we just now hearing about the location of the meter is not acceptable?   We need Columbia gas to put a project plan together with each step that needs to happen and coordinate communication to get them done.  
  
  Regards,
  
  **********************
  
  
  
  
  

• Initial Complaint

  11/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ******** gas account # *************** I had service for over 6yrs at a previous location (*******************************************************************) and never once had a termination in my service. In September 2022 I requested my services transferred to ***********************************************************. My wife was told it would be a $15 charge. We later learned that Columbia gas was requiring us to pay a $714 security deposit. It is important to note that this is the 2nd security deposit requirement since paid one when we initially opened the account 6 years ago.I contacted customer service and explained to them that this requirement was placing an unfair burden on my financial capabilities since I could not afford that payment along with a $1642 mortgage. (Why is this utility company allowed to force ordinary citizens into poverty?) This is clearly an opportunistic ploy to exploit vulnerable customers.At one point before now, I was advised to get a security guarantee letter from the credit card company to show that I am in good payment standing. Imagine I just bought a home on my payment standing, yet I need to prove this to a utility company.I have since gotten a termination bill after paying $244. I have uploaded the bill.My wife spoke to a representative today, who advised her that we need to pay $478.71 to enroll in an extended payment plan, which cost $59 to set up. The rep also advised my wife to call social services to see if they have any money to aid us. As you can see, these people have no shame in the distress they are willing to inflict on their customers.I would like the security deposit removed from my account.

  

  Business response

  03/10/2023

  ******** with the company called and stated that this has been resolved directly with the customer. 

• Initial Complaint

  03/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On the date of 11/22/2021 I went online to Columbia Gas of Virginia I did a stop service request. From there I owed ******. In December I was told that I owe for the month of December however I told them, no that I put in a stop service request online on 11/22/2021. The rep I spoke with on the phone told me that they could see I put the request in online and they told me that they would not be able to assist me in any way and I would have to contact the new homeowner. He stated that he took over the address on the 23rd or around there. He had put the gas in his name at that time at the address is **** ******* **** **** *************** ** ****** Myself and the company have communicated several times and still have not come to an agreement and they show that I put in the request to have the gas turned off and still refuse to help. I am paying the amount of ****** from what I owed from when I lived there, However, I am not going to pay for the bill they state I owe after moving out and requesting that the gas be disconnected.

  

  Business response

  04/12/2022

  We have resolved the issue with the consumer directly. 

• Initial Complaint

  03/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Columbia gass of virginia unlawfully terminated my gass .I had a payment plan activated and paid and processed(documents uploaded)and returned home at 6pm on 3/3/2022 with my gass shut off.This should have never happened.I have 3 small kids in the home and there contract was broken due to negligence.Me and my kids have to suffer.The worker who did it needs retraining.His manager needs to be fired.

  

  Business response

  04/12/2022

  We resolved the issue with the consumer directly. 

  Customer response

  04/12/2022

  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
  
  
  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. ↩