Complaints

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

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  Virginia Natural Gas

  544 S Independence Blvd Virginia Beach, VA 23452-1104

  
• 

  Virginia Natural Gas

  746 Diligence Dr Newport News, VA 23606-4290

  

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:04/11/2025

  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.

  On March 10, 2025, I established a payment arrangement and made the initial down payment, in addition to enrolling in autopay. I followed up with an email on March 31, 2025, which Virginia Natural Gas confirmed on April 3, 2025, indicating that an arrangement was indeed in place. However, I recently received a request for an immediate payment of ******** which implies that the payment plan is not recognized. Additionally, I have encountered difficulties when trying to verify the payment arrangement and its due dates on the website. Unfortunately, I have not received any emails or mail regarding upcoming bills, and my previous experiences with the website have led to inaccurate information, resulting in unexpected spikes in my billing amount. I appreciate the necessity of accumulating bills, but the purpose of the payment arrangement was to help my family gradually reduce our balance to zero. Today, I attempted to set up autopay again, but the website indicates it will process for the full amount rather than the agreed-upon payment arrangement. This situation is quite frustrating, and I would appreciate any assistance you could provide to resolve these issues. Thank you for your attention to this matter.

  Business Response

  Date: 04/24/2025

  Good day, 

  We are in receipt of the *** complaint filed regarding the status of a deferred payment arrangement.

  We contacted the customer by email and explained that the payment arrangement defaulted due to the payment not being received by the due date. We provided a breakdown of billing and charges for the previous 6 months and advised that a deposit was assessed on the account and billed in 5 installments. We also explained that deposit installments and current charges are not included in payment arrangements. We advised that autopay enrollment may take 1-2 billing cycles to complete. 

  The customer responded with additional questions regarding the deposit assessment and a previous payment in which we responded and provided further explanation. The customer contacted our Customer Care Center and spoke with a representative and was assisted in processing a payment and setting up another payment arrangement. 

• Initial Complaint

  Date:03/31/2025

  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.

  My account is constantly being charged a late fee every, single month. However, I have never paid my bill late. I have contacted the customer service personnel and they acknowledge that I should not be charged this fee and have tried to help. I have sent several emails, but have not received any response from them. These charges show up on my online bill as I have gone paperless with VA Nat'l. Gas. I don't understand why they continue to charge me a late fee when it is NOT warranted. Although this late fee is small, it the principal of the matter. I DO NOT PAY LATE.

  Business Response

  Date: 04/07/2025

  Good afternoon,
  We have received *** case ******** regarding ***** ****** and the erroneous late payment charges that have been assessed to Virginia Natural Gas account number **********. Mrs. ****** stated that her billing account incurs a late payment charge each month despite her consistent on-time payments. She is requesting assistance with resolving this issue.
  A comprehensive investigation was conducted on March 31st, 2025. The findings of our investigation indicated that Mrs. ****** made an additional payment of *** on November 20, 2020, which triggered a sharing contribution. A sharing contribution is activated when a customer makes an additional payment in the amounts of *** *** **** ***, or ***. Sharing provides a one-time grant for customers ineligible for state/federal energy assistance programs.
  Mrs. ******’s payment was inadvertently applied to the ***** *******, resulting in late payment assessments. The issue has been rectified, and Mrs. ****** will receive a credit adjustment of *** within 1-2 billing cycles.
  I attempted to inform Mrs. ****** by phone but was unable to reach her. I have sent an email outlining our findings and provided my direct contact information for any questions or concerns.
  Best regards,

  Customer Answer

  Date: 04/08/2025

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Kasey ******

• Initial Complaint

  Date:02/23/2025

  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.

  On February 19, 5:06 pm I ****** ***** was emailed a online service stating that my request to stop service at **** ***** ***** ********** ** ***** scheduled for March 3rd 2025. But my start service for a new construction however was denied due to the record indicates no gas meter presently at the location of **** ******** ** ************ ****** I have proof from my REALTOR and I need this ticket investigated. I have pictures and we have purchased this new home. I need this service started in my name on March 3rd 2025. Respectfully Mr ***** Retired Chief US Navy

  Business Response

  Date: 03/07/2025

  Good day, 

  We have received the *** complaint filed regarding the delay in starting service. The delay was caused due to the provided meter number being registered for a different location. The meter number was corrected, and the account has been started in the customer's name. An order was scheduled for a field technician to verify the meter at the location. I have attempted to reach the customer and left a voicemail to advise.

• Initial Complaint

  Date:10/29/2024

  Type:Billing 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.

  When I called to cancel my service in June for the summer, I was told I would receive a final and it would be a *** reconnect fee. I called on 10/18/24 to restart service. I was told I had a balance of $***** in ordered to start service. I paid it and told the agent I never received a bill for the ***. When she went to schedule the service she tells me it is *** connections and **** deposit. I asked where the deposit came from and how the agent I spoke with never told me there would be a deposit because if that was the case I wouldn't have cut the service off. She tells me it was a new account. I told her no it is not a new account. Then she tells me it is from reconnecting the service. I tell her I understand what the *** fee is for, but where is the **** coming from. She proceeds to tell me that it came from being past due. I informed her I never been past due. Then she proceeds to tell me that the $***** was past due. I explained that I have never received an ebill nor a paperbill. **** deposit is excessive for a $** bill that was supposedly past due.

  Business Response

  Date: 11/04/2024

  Good afternoon, 

  We are in receipt of the *** complaint filed regarding a deposit assessment.  We spoke with the customer and acknowledged receipt of their complaint. Based upon a call review when the customer requested to disconnect the service, the customer was advised of a *** reconnect fee.  The customer advised that she would not have requested a seasonal disconnection if she had to pay deposit upon reconnection.  We explained that the deposit was assessed because the final bill was left outstanding, but we advised the customer that we will waive the deposit this time as courtesy due to their previous payment history.  The customer understood and was satisfied with this resolution.

  Customer Answer

  Date: 11/05/2024

  
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:08/08/2024

  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.

  To whom it may concern I ******* ***** have been in contact with Virginia natural gas for a week now and made a payment they requested after my gas was turned off and I didn't receive a cut off notice and I informed them of this when I call it was still saying my services were on even after I seen the lock on the meter I continued to inform them that due to my health I may have forgotten and pay one of my other bills they then said I need to pay the full amount of *** and the bill was supposed to be *** I've called and emailed the company after I made the payment and sent pictures of the process and as I continued to call some of them were rude and some of them would send the call to the message system and I called on August 7th is was informed by rep I have a ** dollar reconnect fee and a new deposit *** billed

  Business Response

  Date: 08/13/2024

  Good day, 

  We are in receipt of the *** complaint filed by ******* ***** at service address *** **** *** ******** *** ****1 regarding reconnection of service at the home and the $*** deposit assessment.  I spoke with her by phone and acknowledged her complaint.  She expressed concerns about not receiving a disconnection notice and that her recent payment did not post to the account.  I explained that payments made through a 3rd party payment location may take 3-5 days for Virginia Natural Gas to received and post and verified that the payment has now posted.  I also advised that the disconnection notice was sent via email and offered to update the bill route to paper bills, however, she declined. I advised her that we will lower the deposit amount as a courtesy to $**0, billed in 6 installments, and that her remaining ******* balance will be placed on a deferred payment arrangement to be billed in 4 installments in addition to her monthly bill. She was satisfied with this agreement and has my direct contact information if she has any further questions.

• Initial Complaint

  Date:05/21/2024

  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.

  In January of 2024, I requested utilities be turned on in a new home my family and I were moving into. Every utility company sent us something in the mail with an account number to set up an online account. Virginia natural gas never sent us a letter and was billing us without our knowledge. We never received a bill until I call in May to see if I even had service. From there I was finally given my account # to create an account online. When I tried to create an account it states it can’t process my request. They’re now threatening to turn our service off & we cannot afford $*** to pay off this unknown bill. They refuse to dissolve the amount on the account that this is their fault. When speaking to customer service, the woman even stated that a welcome letter was never sent to us & admitted this was the company’s fault. We are desperately needing help

  Business Response

  Date: 05/23/2024

  We are writing to confirm receipt of the ****** ******** ****** complaint review for ****** *******. Mrs. ******* is concerned about the billing charges for *** ***** Avenue. Mrs. ******* requested services for *** *****s Avenue in January 2024. She stated that she had not received a billing statement for *** *****s Avenue. The service is now in danger of being interrupted.
  
  I sent Mrs. ******* an email acknowledging her concerns on Tuesday, May 21st, at 10:38 a.m. I advised Mrs. ******* that she was eligible for a payment arrangement. The payment arrangement will allow her to defer the past-due balance. The past-due balance can be split into twelve equal installments. The installment amount must be paid in addition to the utility charges each month. 
  
  Mrs. ******* replied to my email. She stated that she was not in favor of the payment arrangement terms. She requested to have the billing charges removed from the account. I advised her that I was unable to absolve the billing charges. As a courtesy, I waived the late payment charges. Additionally, I expressed the importance of paying the past-due balance. If the past-due balance is not satisfied, gas services would be subject to disconnection. 
  
  I also provided Mrs. ******* with energy assistance resources. She is not satisfied with the resolution that I provided. 

• Initial Complaint

  Date:04/05/2023

  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.

  Began natural gas service with Virginia Natural Gas in September, 2022. Enrolled into autopay, email updates, and connected my bank account. Received email confirmation that service would be started 9/23/2022. Received one email in January stating that I had a $** bill due. Only other emails/electronic contact was newsletters and junk mail. On 4/4/2023, gas was turned off inexplicably. Checking the website, none of the payments for the last few months had gone through. Called company, they insist that we were not enrolled in Autopay and must pay the more than $*** in late fees on top of the outstanding bill of more than $***. They provided no email, phone call, or notice when they came to shut off the gas even though I was receiving emails regularly. Dealing with customer service over the phone was an absolutely horrible experience. We are left without heat, ability to cook, and hot water for the rest of the week. I accept responsibility for the bill. I would just like these inappropriate fees to be reduced/done away with and I would really like to have heat and natural gas back to our house.

  Business Response

  Date: 04/17/2023

  Good day, 

  We have attempted to contact you regarding the service being disconnected and the request to enroll in autopay.  We have left voicemails and responded by email.  We apologize for the inconvenience that you have experienced.  Our records do not show that we received a request to enroll in autopay when your account started.  We have confirmed that the service has been reconnected at the service address as of April 7th.  The account shows a reconnection fee assessed.  We will waive the reconnection fee as a courtesy to you.  It still does not show that your account is enrolled in autopay or request to enroll submitted.  If you wish to enroll you may do so by selecting the “Enroll in AutoPay” option in My Account and you should receive a confirmation via email.  The autopay set up process takes 1-2 billing cycles to complete.  Please continue to make your payment manually using another payment option until your billing statement shows that set up is complete and the payment will draft on the due date.  

   

• Initial Complaint

  Date:12/16/2022

  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 called to start services in august 2022 because I have moved into a new home and I never had gas in my name before; the lady told me she will work on that. I haven't gotten any response so I called back in September and they told me that I had to pay the precious resident bill because we have the same last name even though the resident no longer live at the property. I told them I won't pay anyone else bill but I will pay my deposit. So they told me they would give me a call back they never called me back. So I called them in October and they told me they was still working on the matter.they never reached back out so I called them in November and they told me they was still working on the problem. But they assured me the gas will stay on until they come to a conclusion. And here it is December 14th 2022 no one contacted me but they turned off my gas and don't want to give me an account because someone with the same last name as me had an account at my address it's my son and my fiancé and I living in the property. My son has asthma really bad and it gets real bad when it gets cold and one night without heat cause him to have asthma issues. Please help me get to the bottom of this.

  Business Response

  Date: 12/21/2022

  Good day,

  We apologize for any inconvenience customer ****** ******** may have experience. Virginia Natural Gas (VNG) advised M** ******** we will need supporting documents to show that she did not reside at **** **** ******* ******* ***** ** ***** during the time gas was consumed at premise. *** have asked *** ******** ** ******* * ** ** **** **** *** ** *** ******* ***** ********* is requesting service in his name to send a notarized lease to show when he moved into the property.

  *** Customer Verification Team and our Leadership Team were both engaged, and the account is on hold pending receipt of the supporting documents that we have requested. 

  Thank you!

   

• Initial Complaint

  Date:09/27/2022

  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.

  VNG has not been allowing me access to my online account since November, 2021. Despite all my calls to their representatives, their system still will not accept my login info since then. 7/6/2022 was the last time I talked to ****** of *** and she said she put in an "IT Ticket" to get this fixed and it did not fix anything and she never called me back as she said she would. So I've had to mail in a hardcopy form on both my previous home and my current home to set up auto-pay. Once Auto-Pay is set-up, the bill is supposed to say "do not pay, will be debited" but my last bill for ****** did not, so I called up and paid it yet now I see they also debited my checking account resulting in "double-billing" which I am fairly sure is illegal. Today I called 3 times and cannot get through their "bot menu" to a real person. VNG has wasted at least 20 hours of my time since 11/2021 trying to get my online login working again, my accounts started, auto-pay started, and accounts shut down since I've had to do it all through their phone system which is terrible and wastes hours of time often with each call. It is time to elevate this as no one should have to go through this, especially someone older with disabilities like myself.

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/09/30) */ Mr. *****'s account was no longer enrolled in My Account (online account). Mr. ***** established a new online account today; he successfully accessed his online account and viewed his billing statements. I reviewed Mr. *****'s billing statements with him and showed him the section of his billing that indicated his bill payment was due to be debited from his checking account. I confirmed Mr. *****'s enrollment in AutoPay; confirmed his current balance, and advised when his next billing statement will generate. Consumer Response /* (2000, 7, 2022/10/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/01/2022

  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.

  On short notice, I moved into a new property that I purchased from a relative. Said relative had an outstanding balance on the account. I paid the existing balance in full and filed for new service under my name. My order for new service was placed on Tuesday August 30th. Service will not start at my location until Friday, September 2nd. I am a caregiver who has just taken a relative into my new home for hospice care. I need hot water. They are unwilling to help me get service before Friday. They are a monopoly, they are not being held accountable. In the past, I have heard stories of gas service disruptions due to non payment, upon satisfaction of overdue payment, reconnection can take 4-8 days even during winter months. It's unjust. They need to be held accountable. I have been contacted by the staff of my congresswoman Elaine ****** I want to find advocates within the government who will hold Virginia Natural Gas more accountable.

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/09/08) */ We sincerely apologize for any inconvenience that you have experienced while attempting to start service in your name. You have advised that you are a caregiver preparing your home for hospice care. We do provide override appointments for medical necessities if a letter is provided from the physician's office. However, your account does show that the service has already been connected, as of September 2, upon receipt of your complaint. Please let me know if you have any further questions or concerns.