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Columbia Gas of Ohio

Additional Locations

Phone: (800) 344-4077 Fax: (866) 234-2872 PO Box 117, Columbus, OH 43216 http://www.columbiagasohio.com

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Columbia Gas of Ohio meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Columbia Gas of Ohio include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 232 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

232 complaints closed with BBB in last 3 years | 92 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 91
Delivery Issues 7
Guarantee/Warranty Issues 0
Problems with Product/Service 133
Total Closed Complaints 232

Customer Reviews Summary Read customer reviews

18 Customer Reviews on Columbia Gas of Ohio
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 1
Negative Experience 16
Total Customer Reviews 18

Additional Information

top
BBB file opened: January 01, 1961 Business started: 10/06/1961 Business started locally: 10/06/1961
Business Management
Ms. Carol Wilson, Customer Service Mr. John W. (Jack) Partridge, President Ms. Peggy Wolford Walker, Team Leader Compliance
Contact Information
Customer Contact: Ms. Peggy Wolford Walker, Team Leader Compliance
Principal: Ms. Carol Wilson, Customer Service
Business Category

Natural Gas Companies Pipe Line, Oil & Gas Wholesaler & Distributors

Alternate Business Names
Columbia Gas of Ohio, Inc
Additional Information

Columbia Gas of Ohio, headquartered in Columbus, Ohio, is a public utility that sells natural gas and provides gas transportation services to customers in Ohio. The company serves communities in 61 of Ohio's 88. The scope of this report concerns the Columbus-based headquarters and statewide marketplace activity of Columbus Gas of Ohio. Columbia Gas of Ohio, is also one of the nine energy distribution companies of NiSource Inc. NiSource Inc. is based in Merrillville, Ind., and offers natural gas transmission, storage and distribution, as well as electric generation, transmission and distribution to customers from the Gulf Coast through the Midwest to New England. BBBs maintain separate reports on other NiSource companies and these reports are available at www.bbb.org


Additional Locations

  • PO Box 117

    Columbus, OH 43216 (800) 344-4077

  • PO Box 2318

    Columbus, OH 43216

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 742510

    Cincinnati, OH 45274

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  • Guarantee or Warranty

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Complaint Detail(s)

9/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have been customers of Columbia Gas for approximately 6 years. We have never had issues like this before. On August 20, 2014, I made a payment towards my account in the amount of $100.00. That was not to pay off the entire balance, only a portion of it. I understand that Columbia Gas required me to pay a certain amount to avoid shut off. On Monday, August 25, 2014, our gas service was shut off. I called that same day, Monday, and did a payment over the phone for an additional $179.00. The representative indicated that someone would be out the following day between the hours of 8 am and midnight to restore our service. I was asked if we had any pets on the premises. I advised that we had dogs but they would be put up. At no point during our telephone conversation (and I spoke with two different people on Monday) was I advised that the person coming to restore our service needed to enter the home. He came to our home at 10:45 a.m. We have three dogs that bark at the slightest noise. My husband was laying on the couch in the living room (where our front door is located) and the dogs never barked or anything. He walked out later to a notice from Columbia Gas that they had stopped by and no one was available to let them in the home. I called to speak with someone about when another service tech would be available to turn on our service and was advised that the next available appointment was September 3. This is unacceptable. That is 6 additional days without warm water for showers/baths, no stove or oven for food for our children, and no dryer to dry my office attire for my job. I spoke with someone again today who advised that they were going to review the tape of my telephone call with the woman who scheduled my service appointment. If they find that she made an error, they will send someone out to turn on our service today. If they find that she did advise that someone would need to enter the home, we will be without gas until September 3. I cannot cook or bathe in warm water for another week.

Desired Settlement: The only thing I want out of this is to avoid going the next week without gas. The bill has been paid. They were able to turn the service off from the outside of the house without entering. Why can't they come back out and fix it?

Business Response:

Thank You for your inquiry. I apologize for any inconvenience you feel you have experienced. I did review the original phone call dated August 25, 2014; the representative you spoke with followed proper procedure and guidelines. Your service is scheduled for reconnection this morning, please contact our office if you have additional concerns. We are available Mon-Fri,8am-5pm at ###-###-####.

Thank You

*****

Strategic Initiatives

Columbia Gas Of Ohio

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Called in to have gas turned off on May 28th. It got turn off on July 18th. Came out first time at about 1020 pm the metor in basement at 1704 Parsons Ave a phone store no (ccf 0) used

Desired Settlement: Take off $49.38

Business Response:

Dear Mr. ******, your bill has been adjusted to reflect the original disconnect date of 6/2/14. Currently you have a credit balance of $10.00. A refund in that amount has been issued to the service address of 1704 1/2 Parsons Ave Columbus, OH. I hope you find this response satisfactory. If you have additional questions please contact our office Mon-Fri 8am-5pm, ###-###-####.

Thank You

Columbia Gas Of Ohio

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Made a payment for disconnection on Friday August 8th and set up reconnection for same day with 30 minute call ahead. I stayed home till 9pm and no showed up by then. I had to go out and I came back around 11:30pm and there was a notice that someone came by to reconnect the service at 10:55pm Friday night. I checked my phone and no incoming calls came in at any time that night. Since it was the weekend, I couldn't get any service all weekend and was forced to reschedule a week later. I called to have the service expedited to Wednesday. I had an event to go to from 6 until later that evening which I informed customer service when I rescheduled the appointment that they need to be there before 5pm. Since I have an event to go to I was told that they would be here before 5pm and they weren't. I called Columbia gas and spoke with ***** and she just repeated the same thing over and over like a robot and didn't offer any kind of assistance. This had been a complete inconvenience and I need the reconnection fee returned to me and service restored now.

Desired Settlement: I want my reconnection fee returned and services restored since the reconnection/service has been the problem.

Business Response: In review of your call placed August 8, 2014 the representative did advise correctly of the service area hours and the call ahead option. Based on the notation from the service technician he made 2 attempts to contact you via the number you provided. Those times are documented as 9:45 & 9:55PM, additionally he made a premise visit to the property in an attempt to gain access for reconnection of service. There is no refund of charges due at this time, per the individuals involved followed proper guidelines. I apologize for any inconvenience you feel you have experienced.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Service Plan offered through Columbia Gas of Ohio, that took in
effect 2/01/2013. At my Age 96 years old a widow on a budget, I thought it
would be wise for me to purchase this protection plan Incase, that I would
have problems with any of my appliances, internal wiring or plumbing. 

On 2/17/2014, my refridgerator in the garage was not working, I had my care
giver call the Service Protection Plan, made an appointhent, and a technician
from **** ***** Appliance. Services came on 2/17/2014, looked at the refridge,
only to find out that that circuit breaker was off. There was a service fee
of $15.00 which I knew I had to pay.  

Today, my caregiver said my refridgerator kitchen has a leak. I had her
call the Service Plan only to advise her that because it wasn't the same
refridgerator, they are not able to service it. In other words, it has to be
the same brand, same refridgerator and only one refridgerator per year.
The Service Plan does not indicate that clear enough for me, therefore I am
enclosing a copy of the agreement so that you can read the Service Plan under
the Appliance Care, that in no shape or form does it specify that they will
service only one brand name appliance. If that would have been clarified to 
me by the representative that sold it to me, I would have remembered it and
would not have used the service for the garage refridgerator. My kitchen's
refridgerator is priorty in my household. For that I would have continued
to purchase the extended warranty that I alway purchased through *******
********, expensive, but I wouldnt be going through this issue.

I want this matter resolved by the Service Protection Plan, in servicing my
refridgerator or they can fully refund my money back!

Thank you,

Desired Settlement: I want this matter resolved by the Service Protection Plan, in servicing my
refridgerator or they can fully refund my money back!

Business Response: I have received and reviewed your concern regarding ESP, the warranty/insurance you currently pay for. Unfortunately Columbia Gas does not have the ability to cancel this coverage.  I have however submitted your concern regarding your current agreement to the provider, the representative did respond stating the Appliance Care Plan covers "1" of each; stove, refrigerator, washer, dryer and or dishwasher. Please contact ESP directly to cancel your coverage and for additional inquiries. The phone number they can be reached at is ###-###-####, someone is available to assist you 24 hours a day, 7 days a week.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Columbia Gas is trying to bill me for doing absolutely nothing. I did not use ANY gas at all for this billing period, yet I am still being billed $24.69. This is theft in it's purest form. This business is despicable, and is acting like a dictator demanding money just for having gas lines connected to my house.

Desired Settlement: Erase the bill for $24.69, and quit billing me until you actually DO something.

Business Response:

Dear Mr. *****, the billing in question for the amount of $24.69 covers standard delivery charges included in each bill cycle regardless of gas used. This fee was waived last month as a one time courtesy however we cannot waive that amount with every billing cycle. Please keep in mind you do have the option of requesting a seasonal disconnect, in order to avoid paying a monthly fee. I am required to advise you there is a $52.00 reconnect fee required once service is scheduled for reconnection. If you have additional questions our office can be reach Mon-Fri,8am-5pm. Our phone number is 1-800-272-5440.

Thank You

*****

Strategic Initiatives

Columbia Gas Of Ohio

Consumer Response: I already told Columbia Gas that disconnecting service is not an option because they have a "deal" with my apartment complex.  CG can only transfer ownership to my apartment complex, who will then bill me anyway.  The only way to stop this insanity is for Columbia Gas to STOP BILLING ME when I don't use any gas.  Also, by definition, my not using any gas means you DID NOT DISTRIBUTE anything, so you are still STEALING money from me.

Business Response:

Dear Mr. *****,

The customer service charge covers Columbia Gas Of Ohio's fixed costs for meter reading, billing and other services the company provides that are not related to gas usage or the number of days in the billing period. We incur the same fixed cost each time customer billings are prepared, so those charges will appear on each bill regardless if the billing is less than a month to cover the full cost of service.

The ability for Columbia Gas Of Ohio to charge the full amount of the customer charge is provided within the company’s tariff issued by the Public Utility Commission of Ohio.

Thank You

*****

Strategic Initiatives

Columbia Gas Of Ohio

Consumer Response:

There is no need to check the gas usage every month when I am not using it.  Last time I checked, it's the middle of SUMMER and I don't need gas to heat my house in the summer.  I have no other gas appliances in the apartment, so therefore gas will not be used until winter.  There you go, I just saved you the need to check the meter until winter.  Quit billing me until it gets cold outside.
 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

8/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is what I submitted to them. To Whom it may concern: ?I was deployed to Kyrgyzstan with the US Army as part of a joint team to run US Customs for outgoing soldiers and personnel from May 2013 to May 2014. During this time, my former roommate ***** ******* defaulted on his Columbia Gas bill at *** ****** Ave., Columbus, OH 43215 to the tune of approximately $2000.00. During this time, he used his position at ***** bank to access my personal information and turned on the gas at *** ****** under my name, without my knowledge or consent on or around Nov. 1st, 2013. As he did with the last utility bill, he again defaulted. During this time he was evicted from the house for failure to pay rent. Shortly after his departure I received a bill from Columbia Gas around the end of July for approximately $1,800.00. I have taken the proper steps to file my claim against this bill with the Revenue Recovery department within Columbia Gas. Based on a conversation with Columbia Gas on Monday, August 18th, 2014 at approx. 4:45pm I was told to send a statement in writing, along with the attached Police Report. I hope that with this letter, the Police Report, and the Military Orders I have previously sent and have also attached, that this issue can be resolved, and that I can move forward and have Gas/Hot water in my house once again. If you have any questions, please do not hesitate to call me at work: ###-###-####, cell: ###-###-#### or via email: *****************@gmail.com.

Desired Settlement: Get my gas turned on

Business Response:

Dear *****,

Thank You for your inquiry , comments on your previous account indicate this issue has been reolved. The account for the address of *** ****** Ave Columbus, OH currently reflects a zero balanace, notes on the account state the "responsible" party has been billed. I hope you find this information helpful and my response satisfactory. If you have additional questions you may contact our office Mon-Fri, 8am-5pm at ###-###-####.

Thank You

*****

Strategic Initiatives

Columbia Gas Of Ohio

Consumer Response: I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me. Thank you very much for your prompt assistance with this matter.

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Originally, I scheduled to have my gas disconnected at an old address on June 30th. On July 17th, over two weeks later, I received a message from Columbus Gas of Ohio stating that the technician was unable to gain access and the gas was not turned off. I was unaware that anyone needed to be at the home to have the gas turned off as that was not the case when it was turned on. I rescheduled the appointment for July 23rd, but due to a misunderstanding of the appointment time I was unable to be present. Again, I reschedule the appointment for July 29th, but no one showed up. I called the company and had the appointment rescheduled to July 30, but again no one showed. Again, I rescheduled the appointment for July 31st, but no one showed. Again, I scheduled the appointment for August 1st. I requested a 30 minute call ahead for each of these appointments When the technician arrived on August 1st, he did not call until he arrived. Rather than wait the 10 minutes that it took for someone to arrive with a garage key, the technician tried to force open the garage door himself. When the individual with the key arrived the garage door was ripped off of the tracks and he was unable to put it back on to the tracks. I have a photograph. After all of this, the disconnect point for the gas was actually located outside in the backyard. At no point during the process did the company listen when I suggested that this was likely the case. I called to report the damage and confirm that there would be no bill. I was told that there would be an "investigation" about the garage and was guaranteed %100 that there would not be a bill for the address. The garage houses an antique car and a number of expensive tools, as well as a number of items not belonging to the previous tenants. The company provided no solution to how we were supposed to secure the broken garage while they completed their "investigation". The company that contracts the technicians was called and the garage was repaired, but still worse off than it was originally.

Desired Settlement: I would like the final bill that was accrued during the time period the company neglected to get the gas turned off to be waived.

Business Response: Per further investigation, the final billing for this adress has been adjusted to a zero balance. The gas should have been turned off per the the customers' original request, June 30th. The meter location is outside the garage, there was no need for inside access.  The Manager over the meter reader will be calling the property owner to advise on what needs to be done to securely lock the garage door.   

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


BBB's Final Determination: Consumer accepted resolution offered by the business.

8/19/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have contacted Columbia Gas of Ohio on several different occasions to correct an outstanding bill that dates all the way back to 2005. In June 2005, I contacted Columbia Gas of Ohio to disconnect my gas service at: *** ** ********* Ave., Columbus, Ohio 43209. At the time I was having medical problems and I was moving from there, and moving in with my sister at: **** ******* Drive Apt. #4, Columbus, Oh 43207. Here some 9 years later Columbus Gas asks me if I know what day I called and asked for them to disconnect my services, so that they could research for the call. Thanks in advance 

Desired Settlement: This has been going on for way to long, and I've just moved into my house and now have no hot water and I feel like I need someone else to help resolve this issue. Please help me to bring this matter to a close. I need Columbia Gas of Ohio to make the necessary adjustment to my account, as I did not live at that property past July 2005.

Business Response: The customer paid $200 towards her outstanding bill.  We scheduled a connect order for Monday. Thank you

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called in around 5:00PM EST on 7/28/2014 My main complaint is I am being billed by a 3rd party biller that I have not seen the bills from. I asked them to remove me from that and send me paper statements. The customer service agent advised me that they cannot do that I have to call the 3rd party biller. I found this to be horrible. There is obviously a problem with the billing. I am the customer I want the billing changed I should be able to correct a problem of me not getting bills from Columbia gas especially when they have not sent me a bill even after the bill became late. This is just a horrible business policy and practice. I spoke to******* and **** at Columbia Gas of Ohio.

Desired Settlement: If a customer of Columbia Gas calls in stating they are not getting their statements Columbia Gas should be able to immediately change to a paper statement and send it out. This is just a horrible business practice and plane outright inconvenient for both the customer and Columbia Gas. If a customer is not getting their bills you should be able to directly bill the customer without any intervention or changes to Columbia Gas.

Business Response: Mr. *****, the E-Bill service is provided to our customers as an added convenience, I apologize that this service did not meet your expectations. In review of your account, it appears that you have successfully cancelled this service. As of your billing August 25, you should receive a "paper" bill. If you experience further issues please contact our office at ###-###-####. We are available Mon-Fri, 8AM-5PM.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/9/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We called to notify Columbia Gas that we were moving out of our residence on June 30th and would be ending our service with them. They indicated that someone would be moving in on July 10th and we verified that we would be moving out June 30th. We then received a bill from Columbia Gas for the time period of July 1-July 9th. We called to inform them that the bill should be directed to our property management company as we had moved out. The company has refused to do anything because they say we did not use specific verbiage to ask that they remove our names from the service directed to the apartment after we moved out. Based on the nature of our original call, we are not responsible for any usage after June 30th. This company has been uncompromising and unwilling to resolve, what appears to be, a fairly reasonable request.

Desired Settlement: I request that the bill we received for charges between July 1-July 9th be directed to our property management company as we are not responsible for the charges to the apartment. Notification of our desire to end service as of a specific date should be sufficient to have those requests followed.

Business Response: Good Morning, Mrs. *******, Your bill has been adjusted to reflect a final service date of June 30, 2014. Your final bill reflects a credit balance in the amount of 5.73. I apologize for the inconvenience, and hope that you find this resolution satisfactory.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/30/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I moved from my home on E ******** St Columbus Oh on April 4th 2014. I requested that the gas then be turned off from my previous address and turned on in my name to my new apartment. According to the Customer Service Rep who answered the phone they would not be able to make it until after I moved . After this date i had no access to the home since i was no longer living there. I have called many many times to try and get the gas turned off and out of my name so now almost 4 months later the gas has been cut off but only for lack of payment. I have been calling the gas company and even spoke with a supervisor who said it is my responsibility to pay for the gas that has been on since April even though i havent lived there and the reason being that they were not granted access. I explained if they were able to come before i moved that would have been possible, after i moved i no longer have access to a residence i dont live at so im not sure what exactly i was supposed to do to grant them access to the home.

Desired Settlement: i would like for all charges after April be voided.

Business Response:

Records show the customer called to disconnect service however when we went to the property we were unable to gain access to shut the service off.  Since this address is split service with 800, 802 and 804 ******** so we were unable to shut service off at the curb.   It is the customer's responsibility to make sure Columbia gas access to the meter to disconnect prior to vacating the residence. 

Since there was no gas used after April I was able to adjust the account back.  Since the customer connected at her new address on 4-14-14 I adjust the account on ******** back to 4-14-14.  This credited the account $111.02.  There was previously a balance of $508.33 and after the correction the balance will be $397.31.  This final balance will be transferred to the new account on ******.

If the customer would like a payment plan at the new address please contact us at ###-###-####.

Thank you

 

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company "double dips" customers, charging a full months service fee to both the person who had service and the person that starts service. I started service on the 1st of this month, the billing cycle starts on the 5th of this month. They charged the previous tenant an 18 dollar charge for the month ending on the 5th and they charged me the same amount for the month ending on the same day. They refuse to pro-rate the service to account for time actually covered.

Desired Settlement: I would like a refund of the pro-rated amount of this fee.

Business Response:

**** ******               
*** * ******** **         
******** ,  OH **************

 

Mr. ****** an adjustment has been applied to your account in the amount of $24.69. Your account currently reflects a 0 balance.

 

Thank You

***** ****

Strategic Analyst/ Columbia Gas Of Ohio

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  However, when I called Columbia Gas today about a separate matter, they did not show that this credit had been applied.  





















Consumer Response: From: **** ********************
Date: Thu, Jul 10, 2014 at 1:44 PM
Subject: Complaint ID ********
To: ************************************

Hi,
 
I am following up on this complaint.  I noted in the response that while the company was going to credit the account, no credit had been received.  I have waited a month and the credit has still not been applied to my account.  Do we need to reopen this complaint?
 
Thanks,
*****

Business Response:

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

Good Morning *****

Per our conversation this morning a credit has been applied to your account in the amount of $24.69 leaving you with a remaining

balance of  $5.98 due July 29, 2014.  I apologize for the delay and appreciate your patience.  Again; I hope you find this response satisfactory.

Thank You

*****/Columbia Gas Of Ohio

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/19/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Rental home was put on the market to sell after tenants moved out. House sold. During the selling process, the home needed to be inspected. The gas was turned on at the residence for ~ 2 weeks to get this done. Service was disconnected on 6/27/'14. A bill was received for service as of 6/25/'14 for an amount of $24.69 even though no gas was used (per the meter readings on the bill). A final bill was received for service through the disconnection date (2 days after 6/25). The final bill was for another $24.69 for a total of $49.38. My complaint is two fold. First I was not told I would have a minimum charge even if I no gas was used. If I would have known this, I would have had the gas turned on for the inspection and then immediately had the gas turned back off. Second, Mr. *****, the service manager that I spoke with, was completely unwilling to prorate the $24.69 for the 2 days of service past June 25th.

Desired Settlement: I should not have to pay for a service I did not use. In this case, ZERO gas was used yet my bill says I owe $49.38. I have paid this bill so that late fees were not incurred but this should be refunded because it was not explained to me when service was started that a minimum monthly charge would be incurred!

Business Response:

Good Morning Mr.****

The customer service charge covers COH’s fixed costs for meter reading, billing and other services the company provides that are not related to gas usage or the number of days in the billing period. COH incurs the same fixed costs every time it prepares a customer bill, so those charges will appear on each bill regardless if the billing is less than a month to cover the full cost of service.

The ability for COH to charge the full amount of the customer charge is provided within the company’s tariff issued by the Public Utility Commission of Ohio.

We will as a courtesy waive the charge billed from 6/25-6/27 in the amount of $24.69. I hope you find this response satisfactory. If you have additional questions or concerns please contact our office directly at ###-###-####. We are in the office Mon-Fri 8am-5pm.

Thank You

*****/Columbia Gas Of Ohio

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have recently re-located from my previous address (**** ******* ****) to a new address outside of Central Ohio. Upon closing the Columbia Gas account, I was charged $26.23 for four remaining days of a new billing cycle. I paid $6.54 of this amount, which, to my knowledge, reflects four days of pro-rated gas usage. However Columbia Gas has charged an additional $19.69 for what they call customer service charges, which are not pro-rated. Since a new billing cycle was begun, the full customer service charges are billed. I disagree with this collection practice. I am willing to pay a pro-rated amount, but not for charges beyond the four days in which service was used. The reason I am unwilling to pay the full $19.69 amount is because Columbia Gas has a contract with the City of Upper Arlington to distribute services to UA residents at a discounted price, which produces unfair competition. That is to say, as an individual consumer, my rights to lawfully switch services are hindered. I would like to achieve the best price for fair service (Columbias Gas), but in doing so I must accept other practices with which I do not agree (not pro-rating service charges). From my perspective, pro-rating service charges is a fair request given that the lower price per ccf charged by Columbia Gas is a direct result of a community contract that I do not support.

Desired Settlement: The desired outcome is a partial refund of the $19.69 currently charged. Specifically, I request a refund of $17.15. The remaining balance, $2.54, should cover the customer service charges for the four days in which service was used. Since $9.84 of the $19.69 charge was already paid on July 8, 2014, that means $7.30 should be sent via return check from your company. Once that is completed, the account should reflect a zero balance. I feel this request is entirely justifiable given that I have had service with Columbia Gas since 2008 and have had an excellent credit rating throughout the service period.

Business Response: Columbia gas does not have a contact with Upper Arlington.  Mr ******* is talking about the House Bill 9. 

The City of Upper Arlington can choose a supplier for their residence however the residences can opt out oof supplier. Records show Mr. ******* had one of Columbia's supplier and was getting the cheapest price available. The customer charge covers COH's fixed costs for meter reading, billing and other services the company provides that are not related to gas usage or the number of days in the billing period.  COH incurs the same fixed costs every time it prepares a customer bill, so those charges will appear on each bill regardless if the billing is less than a month to cover the full cost of service. The ability for COH to charge the full amount of the customer charge is provided within the company's tariff issued by the Public Utility Commission of Ohio.             

 Thank you

Consumer Response:

As stated in the original complaint,I request a refund in the amount of $17.15.  I am requesting the amount of $19.69 (for fixed customer charges) be pro-rated to account for only 4 days of service. Waiving the current charge of $9.85 is not acceptable since $9.84 was already paid in error on July 9, 2014.
 
I would welcome the credit, but there needs to be an additional reimbursement of $7.30.  Thank you.


Business Response:

On the 6-20-14 final bill, Mr. ******* was changed $26.23 for 2 ccfs of at for 4 days of service.  As stated in my previous email, per approval from the PUCO, Columbia does not prorate the monthly customer charge. The fee is assessed if the customer uses sanywhere from 1 to 31 days of service.

However Mr. ******* was a good paying customer. I have figured the customer charge is $24.69. We already credited $9.85. So that is $14.84.  The 4 days of service is $3.27 and the 2 ccfs is $1.22. totaling $4.49. $4.49 minus the $14.84 is $10.35.  I have credited the account $10.35.

I will send a refund check for $10.35.

Thank you

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

 
I would ask Columbia Gas to please send check  in the stated amount of $10.35 to the former account holder:
 
*****  *******
**** **** ********* ****
***** ******* **** *****


BBB's Final Determination: Consumer accepted resolution offered by the business.

7/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Columbia Gas contracted a company ( ****** ********** ) from ************ *** to do work ( ? erosion control ) on my property-tree lawn. I had no notification this work was to occur. Holes were dug on my tree lawn with a machine and filled in. This work occurred in or about Nov of 2013. In addition to the holes not being properly filled in and grass seed not being replanted, other damage to my tree lawn occurred. Ruts from the use of the leveling devices on the machine as well as a cracked side walk. I waited until this year, 2014, to see if any attempt would be made to repair the damage. When no one notified me I did research and found out who had done the work. I called Columbia Gas and told them of my complaint. They sent out a worker who put down some top soil over the holes and planted grass seed. I called the individual and asked him about the ruts, which were located 10 ft from each hole, and the cracked sidewalk and he as well as his supervisor said that they had topped off the holes and reseeded and that another utility company had caused the addition damage. NO OTHER UTILITY COMPANY HAS DONE WORK ON MY TREE LAWN. Columbia Gas has refused to repair the additional damage on my treelawn. All I get is the run around from them.

Desired Settlement: If the company is unwilling to make the repairs caused by the company that it contracted to do work, then pay me and I will hire someone who will repair the damage.

Business Response:

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

Good Morning, we are currently in the process of working with our Restoration Group in order to address Mr. ******'s concern. Our contractor advised they were under the impression most of the necessary repairs were completed. I am waiting for a follow up response regarding the repair of Mr. ******'s sidewalk. I will provide any and all updated information as it becomes available.

Sincerely

*****, Columbia Gas Of Ohio

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: ********

I am rejecting this response because: I am just waiting to see whether the repair of the sidewalk will take place. I have had no contact from the company regarding any of this matter since both the repair man and his supervisor had told me by phone conversation that some other NON-EXISTANT utility company was responsible for doing any additional repair work. In addition to the cracked sidewalk one of the ruts made by the hole digging machine has not been repaired. That being the ruts associated with the hole dug nearest to the Wallings/Vista street corner. Other wise I appreciate the fact that the company has done some repair work.


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

Business Response:

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

Mr. ****** I received a response from our Restoration Group May 28,2014 advising repair of your sidewalk should be completed within the next two weeks; weather permitting.

***** ** ****
Strategic Analyst II/ Columbia Gas Of Ohio

 

Consumer Response: I am rejecting this response because: I would appreciate if you would keep this complaint opened until the matter is completely resolved.( completion of repaired sidewalk as was stated in the last correspondence from the company). Also although the company was diligent in repairing the holes that were dug, not all of the ruts created by the leveling devices on the digging machine have been repaired and the grass seed  that was planted has not sprouted. If the rut (1) would be filled in with top soil and some new grass seed planted I will purchase some STRAW or PATCHMASTER and try to keep the grass seed moist so it will sprout.



Consumer Response: The company still has not come out to repair the sidewalk, as stated in their last correspondence, and I have not heard from nor seen anyone come out to do any further repair of the damage created when the holes were dug.

Business Response:

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

Mr ******, I did attempt to contact you by phone today. I wanted to follow up with you to let you know I am in the process of confirming a repair date for your sidewalk. I was under the impression repairs were complete; I apologize for the delay and inconvenience. I will contact you once I have confirmed your repair date.

Thank You

*****

Strategic Analyst II/Columbia Gas Of Ohio

Consumer Response:

From: ******* ****** ************************* 
Sent: Monday, June 30, 2014 1:31 PM
To: ************************************
Subject: DISPUTE ID********

TO *** *******   
       Mr, *******, the dispute I filed against Columbia Gas of Ohio  has not been resolved as of yet. I talked to an individual named ***** at Columbia Gas this AM. Telephone # 1************* She was under the impression that the damaged caused to my property had been repaired. I informed her that the repairs had not taken place. At this point my understanding is that she will be looking into and hopefully getting the repairs done. So my complaint against Columbia Gas has not been resolved.  Dispute ID ******** is still un-resolved. I do not understand why you would make the complaint resolved, when the last  E-mail I sent when prompted requested that you keep involved in this dispute until it was resolved.  ***** ******

Consumer Response: Date repairs promised was FRIDAY, JULY 11 TH, 2014. Work to repair (REPLACE) sidewalk has begun. Cracked sidewalk removed July 9,2014. Waiting for cement to be poured. See last response for info regarding grass seed.

Business Response:

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

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

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

Hello Mr. ******, I am glad to hear there is some progress. Please keep me up to date and follow up with me when all of your requested repairs have been completed.

Thank You

*****/ Columbia Gas Of Ohio

Consumer Response: Better Business Bureau:

I am now satisfied with the work that has been done by Columbia Gas to restore my property. Thanks to ***** from Columbia Gas who continued to follow-up with me to be sure everything was corrected to my satisfaction. ISSUE RESOLVED. 
 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: BBB NOTE: Consumer is disputing bill. Consumer also received energy assistance from HEAP. See attachments.

___________________________________

Consumer states:

"My name is *** ******. I am 72 years old I have a proalb with Columbia Gas. I am send my bill fo 02/26/2014 in the amount of 200.21 which i paid i full  Balance on 3/12/2014 was $200.2 gas for this period 164.03 optional was $3.99 amount due by 3/28/2014 was 168.02  I recive a letter from HEAP mailing to me on 3/25/2014 so I did not paid that bill  I knew they would get the $256.00 payable to Columbia Gas to help on my energy bill  The amount on 03/28/2014 was 168.02 Columbia Gas said 0.00 received by 04/07/2014 but has Energy Assistance $256.00 Balance on 04/07/14  87.98CR   charges gas service This period was $107.41 optional services was $3.43  Columbia Gas amount due by 04/23/2014  I do not understand what I had a Balances $22.86 due by 4/23/2014 when my bill was only $168.02 and i had a Energy Assistanc eof $256.00  I do not understand how I had amound due of $22.86 due by 4/23/2014 and a $87.98CR late fee of 23. on $22.86. Gas service for theis period is $80.29 optional service is $3.99.  Due immediately is $23.09 and $84.29 due by 5/22/2014.  Columbia Gas total amound by 5/22/2014 is $107.37 but I have ACR of $87.98 and $22.84 for them self and not put is on my gas bill Hep gave me that money to help me with wenter bill. I try to do all I cane to keep Gas from get cut off I bo neot like buge I finde they taking money from gov that whey I try keep my bill, paid Columbia proved what I just said if Columbia proved what i just said if Columbia take money from me who else.  

Desired Settlement: Consumer states:

"I hope gov can under stand this letter please help me I have talked to Hep and e Columbia Gas try to get this taked care of Columbia tyr to make me think I don't understand please help me. "

Business Response:

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

Ms. ****** you and I spoke May 13 regarding your account balance, in addition I mailed copies of your bill along with the itemized statement. The information I sent to you, reflects your HEAP payment in the amount of $256.00 being deducted from your actual account balance. All of your payments have been applied, your account balance of $142.18. is correct.

Sincerely

*****, Strategic Analyst II/Columbia Gas Of Ohio

 

Consumer Response: Better Business Bureau of Central Ohio Inc.
1169 Dublin Rd.
Columbus, Ohio 43215-1005

I pay my gas bill in full every month. I am not on a budget. I do not need any left
over. When you got the heap money of $256.00 and my gas bill that month was
$168.00. You should have subtracted that bill from the heap money and the
balance should have gone towards my next month's bill. I have paid my bill in full
plus the late fees that Columbus gas attached to my account. Because I was
waiting for them to make the correction to my account, Columbus gas attached a
late fee to my account.
In a letter that your employee by the name of ***** ******** sent to me she said
that she and I spoke on May 13th regarding my account balance. Also, she said
that she mailed copies of my bill along with the itemized statement. The
information that she sent to me, she said reflected that amount of my heap
payment of $256.00, which was deducted from my account balance. She says
that all of my payments have been applied, and that my account balance is
correct.
All that ***** said above is untrue. My account was already paid in full, and I had
no prior balance. I was not on the budget plan then, nor am I on the budget plan
now. My previous bill was $200.21, in which I paid it in full. I even sent in a copy
of my payment receipt to the BBB. The bills that you have not paid, I have paid it
myself plus the late fee in full, because you did not properly credit my account.

Concerned Customer,
*** ** ******
*** ******* ***
******* **** *****
***** ********

ID# ********

 

Business Response:

Good Morning Ms. ******,

In my previous response I did not indicate that you were on a Budget Payment Plan, I stated your account balance is correct. All of your payments have been applied to the balance, and it stands "as is."

As of today's date you have a zero balance, I will credit your account in the amount of the late charges you were billed while the balance was being disputed. 

 I hope that you find this resolution acceptable.

Thank You

*****

Strategic Analyst II

 Columbia Gas Of Ohio

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was at my mother's house when Columbia Gas' contractor, ****** showed up to disconnect her service. I explained she is more than financially able to pay her bills but she had to cancel her bank accounts due to fraud and the bank totally made the situation worse by reissuing new accounts in the same cancelled accounts. What a mess! Anyway, I explained that it was probably a misunderstanding with the bank and all he would have to do was call her. At this point, the ****** rep was rude, combative, threatening and when I asked for his name and ID twice he refused to give that information and then sat in his truck in front of her house string at me in an angry, intimidating way the whole time.

Desired Settlement: This rep needs to apologize IN PERSON.

Business Response: Mr.*******, Please accept my apology for the mistreatment your mother experienced. Your concern has been forwarded to that individual's supervisor. As an expression of our appreciation and an apology to your mother a credit will be applied to her account balance in the amount of $25.00. I hope you find this resolution acceptable, if you have additional questions or concerns please contact our office directly at ###-###-####, Mon-Fri 8am-5pm.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Columbia Gas turned off the gas at my residence for an amount past due under 200 dollars without providing any sort of warning or notice that they had been at my residence and turned off the service. I work out of town and have a long history with the provider. I do not feel the gas should have been shut off without proper warning and even then I should have been notified. Once I realized the gas was shut off I immediatly contacted them and was instructed how to resolve the issue which I did IMMEDIATLY and then called back and gave them my payment confirmation. I then waited patiently3+ days and went to attempt to turn on my pilot light and smelled an odd smell. I called the gas company and they told me the gas was still off after all of this time. They still insisted on sending someone out to check for a leak. This person informed me that no work order was ever initiated and in fact was not even in the system. He instructed me to call back in the am and that they could get someone out . I called back and their computer told me i owed ADDITIONAL money which was odd since I had not had active gas service since my last payment however I went ahead and paid it. I was then told that they could not send someone out and that i would have to wait an additional 2 days and then wait around for an ALL DAY APPOINTMENT. SO now im expected to miss work so that they can come out when ever they feel like stopping by. This is an unnaceptable business practice that they feel they can perform because of any lack of competition. Im sure of there were 4 or 5 gas companies they would have been out immediatly to handle the issue. They sure had no issue spending the money and man hours to shut it off without trying to contact me or sending me a notice my account was over due. I acknowledge my bill was late and due to my job keeping me out of town this happoens on occasion but its always paid. Any other utility calls and emails and sends a letter. They do none of this and make no attempt to resolve anything with good customers. Lastly the overdue amount is no where near an amount where they should be shutting down someones service. I have young children and this is a health concern that they do not take seriously. On top of all this they now want to charge me a security deposit. I have found almost 20 people who have had similiar experiences without even remotely searching and there is currently an online petition for people to sign who are unhappy with this company and their practices so its obviously an issue. We will be working with a friend a at WSYX to move forward with a 6 on your side complaint and hopefully getting it aired. This is a rediculous way to do business and they know it. Their technician ackoledged this and laughed about it and explaiend to me that at times their customers get so mad over it that they get sent out with security to residences. I coud not believe he told me this. When you need to send security out when performing your service your doing something wrong.

Desired Settlement: I am not fileing because I want anything. I want to bring their rediculous business practices and lack of anything resembling customer service to light as do many others.

Business Response: Mr. ******, I apologize for the inconvenience you have experienced. I have reviewed your account and we have an order scheduled to restore your service today. As a courtesy, I will refund your reconnection fee and waive the required security deposit. I hope you find this to be satisfactory, and again I apologize for your inconvenience.

Consumer Response: My gas was not restored a technician showed up at 6:45 after I waited most of the day and missed an entire day of work. I assumed they were not coming as I received no call regarding the issue. I appreciate you offer ***** but in my opinion the problem appears to be in your customer service. I called back and was told to wait another week and miss another day of work. I'll accept this this resolution IF soneone shows up tommorrow to turn my service on. I will be home until 5. I feel that I'm leaving a reasonable length of time to make this happen and I will happily discuss this with *****. I asked to speak to a supervisor today and was told none are available. 

Business Response: Mr. ****** per our conversation your order to restore service has been rescheduled for Monday, July 7. Please contact me if you have any additional concerns or questions.  I can be reach at ###-###-####, I am in the office Mon-Fri from 7:30am-4:00pm. Thank You

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Illegitimately charged for services not used. At my previous address, I used Columbia Gas for my gas service. I notified them that my landlord would be calling to put the gas service back in his name, because I was moving out. He did not do that, and Columbia Gas is using ****** Collection Bureau, Inc. to collect money from me, for gas services after I already moved out of the house where the gas services were used.

Desired Settlement: Remove the debt item from ****** Collection Bureau, Inc's system, and remove the debt item from Columbia Gas's system.

Business Response: The final balance of $227.78 at **** ******** Street in *********** Ohio would be the responsibility of ***** *****. It is the responsibility of the customer to make sure the gas service is disconnected prior to moving. The responsiblity to disconnect the gas service was left to the property owner. The gas service was NOT disconnected, therefore, Mr ***** is still responsible for the final balance.

Consumer Response:

The final balance accumulated AFTER I moved out of **** ******** Street.  The owner (landlord) of the house informed me that they'd have the gas service changed back to their name (I imagine they didn't want to disconnect the service since it was in the middle of winter).  Columbia Gas never informed me that I had to be the one to change the name on the account, and this was my first time using gas service, so I trusted the landlord knew what they were talking about.  If I remember correctly, I had to set up service with Columbia Gas when I moved in.  It wasn't the responsibility of the landlord to disconnect service and put it in my name.  I had to call and have them put the service in my name.  I will not pay for services I did not receive and demand that this balance be removed from my name, and my name from the collection agency, and any items pertaining to this account be removed from my credit.  Columbia Gas most likely does not care about a good customer service, because they are the only gas service in that area, and they have no competition.  That being said, customer service isn't a high priority, since any customer in that area would have to use their service, whether they choose to or not. 


Business Response: Gas service should have been disconnected by the tenant prior to moving from the property. The gas service remained on, therefore, the tenant is responsible for the gas used. The balance will NOT be adjusted. This is a billing issue between the property owner and tenant. The guidelines for disconnecting service when moving were NOT followed.

Consumer Response: Bottom line is Columbia Gas is asking me to pay for gas services THAT I DID NOT USE, when they should be going after the property owner.  And, Columbia Gas did not provide any "guidelines" to follow, which they should have made known to a new customer who's never had gas services before.  Columbia Gas obviously refuses to fix their mistake, so therefore, the issue has not been resolved, and should be reflected on their BBB rating.

 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

7/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had a meter that did not work. I received a bill April 22nd for $652.00 and when I contacted the company they agreed to discount the bill. They told me they would send me a detailed bill showing the discount. I never received the discount detail. I called in May and requested a detailed statement and received a statement that had no meaning. I called 6/12/14 and requested again a detailed bill. They agreed to send and nothing was sent. I followed up on 7/7/14 and again requested a detailed bill. They cannot produce a bill that pulls everything together. They have sent bits and pieces and the amounts do not add up. I need your help. I am willing to pay the amount owed in full but think that that additional charges are being added and even late fees. I was told my service will be terminated 7/21/14 if the amount is not paid in full. I did not ask for a broken meter. I only want to pay what is fair and actually owed by me. In good faith I have sent $100 on 5/5/14, 6/3/14 and 6/19/14. I am hoping they will provide you with all the detail that they cannot or will not provide to me.

Desired Settlement: I would like to be charged a fair amount and have a clear explanation of charges. I also feel I should not be charged late fees.

Business Response: First, allow me to apologize that the information the customer requested.  In another way, I am glad they didn't, as it gave me the opportunity to review the adjustments on the account.  I did attach a spread sheet showing the original bills, the dead meter adjustment, the 2% discount, and the 30% discount I gave the customer. We know the original bill was not correct, but after reviewing your consumption history prior to your meter going out, I don't believe the adjusted amount was quite right...despite the harsh winter we had.  I may have over discounted, but now that the meter is working, winter 2014-2015 will be accurate.  I also waived the $6.61 late charge on your current bill.  Your balance at this time is $289.49, and with your Optional Services charge, Total due at this time is $310.34.  If you have any residual questions, please feel free to contact me @ ###-###-####.

Cordially,

 ***** - Columbia Gas of Ohio

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

Thank you so much.  I could never had gotten resolved on my own 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called to schedule someone to come out to my home and turn on the gas. When I called they told me that because I am a new customer they could not send someone out to my home for 5 business days. That is 7 days from when I called. If I was an existing customer they shared that they could be out the next day but that is not an option because I am setting up a new service. They shared that I would receive 2 phone calls on the day of the scheduled service, between 8am and 11pm, letting me know when someone will be to my house. I waited the 7 days and when I received the first call I was just finishing up a medical procedure, due to my Crones Disease, and missed the call. When they called the 2nd time I was already at home waiting but could not get to my phone fast enough. There was a voice mail letting me know that my appointment had been canceled. I immediately returned the phone call but it automatically re-directed me to the call center. By the time I go through to customer service and shared that my appointment had been canceled they told me that they would re-schedule for the next day but then went on to tell me that they could not schedule it for Friday because I am a new customer and the next available day would be 5 business days again because it was a missed appointment. I was at home waiting and called back immediately to inform them I was there but they would not do anything other than re-schedule in 5 more business days. I can't believe that I am trying to set up a new service and give this company my money and they will not provide me the same service they provide their current customers.

Desired Settlement: To schedule someone to come out on the next business day and turn on my service.

Business Response: I apologize for the inconvenience you have experienced. In reviewing the notes on your account it appears there was an error made by the representative. Your request to establish service was originally rescheduled for July 8, however a supervisor in our Customer Service Center rescheduled that order for July 3, 2014. I wanted to follow up with you to make sure this is satisfactory for you. It is our normal procedure to schedule orders for the earliest date available or five business days out. This process applies to new as well as current customers. Please do not hesitate to contact our office if you have additional concerns or questions. Our phone number is ###-###-####, someone is available Monday-Friday, 8am-5pm. Thank You

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Columbia Gas failed to call ahead and appear for a scheduled inspection on June 14, 2014. When I called to reschedule the inspection on June 26, I was advised that my service had been turned off just that day. When I requested the service to be restored, as this is my domicile, customer service was unwilling to schedule someone to come to my residence any sooner than a week away. I was given no notification that my service was going to be shut off. I was not given a phone call prior to the original scheduled inspection, as agreed upon, to let me know that someone was coming so that I could be home; and in attempt to reschedule the inspection, Columbia Gas is unwilling to provide an agreeded upon appointment for the restoration of service and inspection.

Desired Settlement: Restore my service, which I have duly paid for, at an agreed upon time.

Business Response: Spoke to ***** on 06-27-14 and rescheduled the order back out on the same day. The reconnect order was worked on 06-27-14 at 20:52, the gas service has been reconnected at this address.

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I moved into an apartment in the middle of the billing cycle (which is of course does not coincide with the start of the month) and moved out within 1 month. Because of this, I was billed TWICE for their "delivery" fee in one month. They refused to refund it because "it's never pro-rated, and everyone has to pay it". That's STEALING, and is SHADY. Not only that, but I moved into another apartment in their monopoly area, and got a bill for $25 for NOTHING! I didn't use ANY gas at all, but I still had to pay their "delivery" fee and "maintenance" fees. WHY AM I PAYING THEM TO DELIVER GAS WHEN THEY ARE NOT DELIVERING GAS??? On top of all of that, they refuse to cut my service to avoid them stealing my money because they have an "agreement" with my apartment complex that won't allow it. Their only option is to take it out of my name and transfer it back to my apartment complex, who would then of course send me the bill. So either way I am stuck with paying this bill for no reason at all.

Desired Settlement: Refund my money for the first apartment a* ***** **********r Pkwy #B Westlake OH 44145. of $17 Void the bill for the North Ridgeville apartment of $25 for 5/30-6/20 and stop sending me bills until I am actually using their services. Stop stealing money from my family and forcing me to keep playing along with these deceptive business practices. Columbia Gas is unethical and despicable, and if they did not have an illegal monopoly on the gas industry I would switch companies in a heartbeat.

Business Response: The customer charge covers COH's fixed costs for meter reading, billing and other services the company provides that are not related to gas usage or the number of days in the billing period.  COH incurs the same fixed costs every time it prepares a customer bill, so those charges will appear on each bill regardless if the billing is less than a month to cover the full cost of service. The ability for COH to charge the full amount of the customer charge is provided within the company's tariff issued by the Public Utility Commission of Ohio. I did credit the customer $23.64 on current account at **** ********* as a courtesy to the customer.   Thank you  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Columbia Gas turned off service to an entire 3-4 block area including my place of business at *** ** ********** ******, Bucyrus Ohio on Thursday & Friday Feb. 20 and 21, 2014 due to a major gas problem, which they eventually resolved and restored service on friday evening feb. 21, 2014. however the next day, there was still AIR in my gas hot water heater lines and they refused to come back out to bleed the lines. i was forced to utilize a commercial plumber at double the expense. i have attempted to resolve this issue directly w/ columbia gas, and the PUCO. they refuse to accept responsibility for it, even though the commercial plumber clearly indicates on their invoice that my hot water heater would not work due to air in the lines. what i am SEEKING w/ the BBB is an expert in this utility who can confirm that even though service was restored, that it is not un-usual pockets of air to remain in a line that need to be bled. i have owned this property for over 10 years and this has never occurred. i find it quite coincidental that it only occurred after service was disconnected for almost 24 hours. I have all correspondence, the invoice from the plumber, etc., which is too lengthy for this initial complaint. If you will kindly respond to this complaint, i will forward everything to you.

Desired Settlement: the invoice from the commercial plumber remains outstanding in the amount of $120.00 i expect col. gas to remit this to the plumber

Consumer Response: Hello, and Thank you. I am attaching the additional information that You need to better review the claim.  

Business Response: I credited the customer's account $120.00 then sent a refund check.

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I originally scheduled an appointment for a likely meaningless inspection on 06/19 after receiving a threatening phone call which seemed like a life or death matter about shutting off my gas service. I am not at home between the hours that they can regularly schedule these inspection appointments (regular working hours for adults) and compromised to have a technician show up potentially an hour before I regularly return home from work (no big deal, I'll leave work if I have to). On 06/19, I get a voicemail from some technician approximately three hours before the earliest time we had scheduled (around lunch time) asking if I'm going to be there for my appointment. I absolutely was not going to be there. Today I receive another threatening voicemail to call Columbia Gas or they are going to shut off my service once again. I have done nothing but pay the bills on time with automatic payments and am tired of recieving these phone calls and dealing with incompetent staff members who don't follow scheduled appointments.

Desired Settlement: I hope that we can resolve the issue within a time frame that works for the customer. As a paying customer, we shouldn't have to go out of OUR way to make your technician's day easier. I don't know who mis-scheduled my appointment or if the technician was wrong, but I know for a fact that I clearly told the woman who scheudled this service that I needed something late afternoon. The general incompetence coupled with the threatening service termination calls need to be fixed

Business Response: Mr. **** I apologize for the inconvenience. In review of your initial call it appears that we did not schedule your order with the requested appointment time causing you to receive a phone call prior to 5pm. Currently we have an appointment scheduled for July 1, with an evening appointment. The customer service representative you spoke with did also note the order with a preference of "after 5pm, with a 30 minute call ahead." I will follow up with the necessary department to ensure you will not continue to receive "threatening" phone calls regarding your service. I hope this information is helpful, and again I apologize for the inconvenience. Thank You, for working with us and providing access to your home.

Consumer Response:

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

Have someone change the phone system that says you're going to shut off gas to your home if we don't call you back "immediately." I was also suggested to "leave a key under the mat" for the technician if I was not going to be home during the inspection. That is the worst suggestion I've ever heard. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: re account # ******** *** *** * Restoration Order #************0 I contacted you in February regarding $160.00 fee that Columbia Gas is to reimburse me for a plumber bill. Although I sent you a copy of the bill you required an orginial and I sent that to you on 3/6/14. You then returned the original bill to me. I have yet to receive either a reimbursement check or a credit to my account. To summarize: November 19, 2013 Columbia Gas of Ohio PO Box 2318 Columbus, OH 43216-2318 Dear Sirs: Re: Restoration Order #************* On October 2, 2013 when you repaired a gas leak on my property you severed my sewer line and water backed up in my basement. I contacted a plumber to snake my drain thinking it was a clogged line. He discovered that you had severed the sewer line and he was unable to fix the problem and to contact you. The work was finally completed today, except for the city street that is damaged and the steel plate that still needs to be picked up. I am writing to request reimbursement for the $160.00 that I had to pay the plumber who diagnosed the problem that you created. I have attached a copy of the bill. Thank you for your prompt attention to this matter. Should you have any questions please contact me at ***** ******** (cell) or (**** ******** (home). Sincerely, **** ** ****** I have yet to hear from Columbia Gas re: resolution to this matter. I have called you numerous times and don't receive a call back. I am sending this on to the Better Business Bureau, the Ohio Attorney General and the Utilities Commission. Maybe I can then receive resolution. Also Columbia Gas never repaired the street nor my neighbors property for the damage done during the repair, all also promised. Come visit my property and see.

Desired Settlement: I am writing to request reimbursement for the $160.00.

Business Response: A reimbursement for plumber fees in the amount of $160.00 is being processed today. An additional credit in the amount of $50.00 will be applied to the customers account due to the inconvenience. The customer has been contacted and advised. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Columbia Gas of Ohio allowed someone with my name and social security number set up an account with them with no forms of identification. Apparently it is standard practice to simply contact someone over the phone, have them verify information, and Columbia Gas will set up the account. I was a victim of identity theft in 2008. The account set up with this company is a direct result of that crime. I have never lived or even visited the state of Ohio. I spent the better part of 2012 attempting to clear up my credit that had addresses and accounts in my name all over the country. As the victim, I am now being asked to dig up not one but two forms of residential verification from December 2008 until June of 2009. I have done everything in my power to provide them with this information but it has been to no avail. My landlord at that time has since sold the property and no longer has copies of my lease. The only utilities that were in my name at at that time were through Comcast Cable and they are unable to provide me with any proof of the closed account. As far as paycheck stubs, there is a brief 2 month period where I was between jobs during this time frame. I spoke with a 'supervisor' Milan, who essentially told me "yes there is no identification verification process in place if there are no red flags with the credit check we perform and yes you MUST provide us with all of this virtually unattainable information for you to be cleared of this debt." I have forwarded them a signed and notarized copy of a sworn affidavit they requested I filled out along with a signed and notarized sworn affidavit through the Federal Trade Commission. This is not enough. The collections agency they are using said that the Federal Trade Commission affidavit was good enough for them. If I was able to easily obtain the information they are requesting it would be one thing, but as the victim I am appalled that they require so little for an account set up but require so much to clear my name.

Desired Settlement: My desired outcome is to have my name removed from this account with Columbia Gas. I would like to be absolved of this debt. I would also like for Columbia Gas to redesign their policies for further identification requirements to set up an account so this cannot ever happen to anyone ever again.

Business Response:

Ms. ********, Please contact our office at 1-************* Our hours of operation are Monday-Friday 8am-5pm so that we can assist you with resolving this matter.

Sincerely,

*****

Strategic Analyst II/Columbia Gas of Ohio

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Columbia Gas stopped our Gas service to my house yesterday. We paid our bill immediately after being notified of the issue. My wife scheduled them to come out today, May 29th to turn back on. Unfortunately, our garage code wasn't working at the time so they could not access the interior of the home to turn the gas back on. Once I found out, I called Columbia Gas multiple times today begging for them to come back out as soon as possible and I would personally let them in, pay whatever extra fee required for their lost time this morning. The response I got from customer service was that they were now booked solid until June 5th and to call back each day in case something opened up. I waited 3 hours and called again as we have young children that can't stay in our house without hot water. On the second call, the next customer service associate still said June 5th was the earliest date. I asked how they were able to react this morning so quickly but were suddenly booked solid for a week. That's when the Columbia of Gas associate confessed that they aren't really booked solid. Their policy is to put a mandatory 5 day waiting period on a customer if they weren't able to correct the issue on the first try. I take full responsibility for the stoppage of service (I accidentally double paid the water bill instead of paying the Gas bill in April) but for them to place a 5 day penalty on a desperate family and 4 year loyal Columbia Gas consumer that needs Gas for heating and water heating I think is a terrible policy.

Desired Settlement: For Columbia Gas to remove this 5 day penalty between service trips and to allow me to reschedule based off actual availability, not spite because we had a garage code issue.

Business Response:

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

Mr. ****, it is our standard scheduling procedure to schedule an order 5 business days out or the earliest date available. I understand that at times this can be an inconvenience; it is not our intent to penalize you for a missed appointment. Please keep in mind we offer additional options in instances of an emergency situation when restoring service; it appears your services were restored May 30, 2014; the day after your missed appointment.  I hope you found that to be satisfactory. If you have additional questions or concerns please contact Customer Relations at 1-************.

Sincerely

*****

Strategic Analyst II/Columbia Gas of Ohio

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recently notified Columbia Gas of Ohio that I would be disconnecting my service. My disconnection date landed within 3 days of a new billing period. As a result, my 3 day bill included a fixed cost of $17.81. I only had the service for 3 days but was charged the whole month cost of $17.81. When i tried to disconnection, the representative on the phone did not mention the full fixed monthly cost would be charged even i only was on the service for 3 days. It is unfair and wrong to charge the custom full monthly service fee even the custom only are on service 1 day.

Desired Settlement: Columbia Gas must present the monthly fixed cost clearly to the customers on the bill statement and totally explain, reminder, indicate that is monthly fixed cost, and why it can not be divided by 30 days.

Business Response:

The customer service charge covers COH’s fixed costs for meter reading, billing and other services the company provides that are not related to gas usage or the number of days in the billing period. COH incurs the same fixed costs every time it prepares a customer bill, so those charges will appear on each bill regardless if the billing is less than a month to cover the full cost of service.The ability for COH to charge the full amount of the customer charge is provided within the company’s tariff issued by the Public Utility Commission of Ohio.

Consumer Response: I am rejecting this response because:

 When i was trying to cancel my service, the Representative did not tell me i would still be charged the fixed monthly fee even i only used the service 3 days.

They must completely let the customer know what is Fixed monthly fee and why the fee is charged by month instead of day on visible place in the their bill and website. Lawsuit with other victims may be the next step to solve the problem.


Business Response:

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

 

Mr. *****, an adjustment has been applied to your account reversing the charge of $24.69. Your account currently reflects a 0 balance

***** ****

Strategic Analyst/Columbia Gas Of Ohio

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/30/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Billing. Service was disconnected at my residence. I made payment WITH reconnection charge same day- Wed May 7, 2014. No notice was given for the termination, no bill was received. I had to call on again on Friday, May the 9th, @ 12:09PM to set up restoring service. Rep on the phone explained if the call was not answered, the service rep would not come to my house. Since it was before 12:30PM, service would be restored. I repeated my phone number twice, again the rep repeated if I didn't answer the phone, service would not be restored. GUESS WHAT? NO PHONE CALL! I call back in at 6pm, Friday may 9th, to see if the service rep was ever going to make it. After stating my phone number twice, YOU guys had the wrong phone number on file! I asked to speak to the supervisor, and this Rep tells me that the supervisor is going to say the same thing and that the hold time to speak to supervisor would be long. After a ten minute wait, rep comes back on the line to tell me there is no supervisor on duty, and one would call me back next week. All i want is my restore fee of $55 credited back. There is no reason I should have to pay this b/c you should have given me a notice in the first place. Secondly, your poor customer service in handling the restoring of service should give me a future credit as well, however I am not looking to take advantage of your company as I feel you are doing to me.

Desired Settlement: Credit my bill the restore fee of $55 that I already paid but you haven't restored the service! I will be without service for over 5 days!

Business Response:

 ******* **** 
 **** *** ** *
 COLUMBUS     OH **********************

Mr. ***** account will receive credit in the amount of $52.00 for the reconnection fee charged. I have attempted to contact him in order to re-schedule his order to restore service however I have been unable to reach him. If the customer would contact our office, we can schedule an order to restore his service.

Sincerely,

*****, Columbia Gas Of Ohio

1*************

 

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: There is this company NEOCP that keeps attaching themselves to my utility bills and causing my rates to double I have previously filed a complaint with your organization because of my electric bill. Now the are double billing my gas and my rates are very high. I want them off of my bill and they keep going to from one bill to another and over charging me.

Desired Settlement: I want them off my bill and I want my account adjusted.

Business Response:

******* * *******
*** ******** ** 
ELYRIA
   OH        ACCOUNT#**************

The company you are referring to is a part of your government aggregation program. Your local governing authority has chosen a gas supplier for the community where you reside.  Generally at the onset of the program the customer is given the opportunity to opt out of the program. If no request to opt out is received within a twenty-one day time period, the customer is enrolled into the program. Currently you are paying a rate of .544040 per ccf through the gas marketer, Columbia Gas Of Ohio is currently charging a rate of .61950 per ccf. You are currently paying for the gas at a lower rate by participating in this program. I hope this information is helpful.

Sincerely,

****** Customer Relations

Columbia Gas Of Ohio

Consumer Response: Because even with Columbia Gas in the Winter time the bills were not that high they put the actual amount on the back, they cannot change my budget amount and fluctuate their rates without my permission which is something I never gave them. This is unfair business practice and they need to get OFF my bills. They cause me nothing but trouble in the past I do not want anything to do with them. I read all the back of the bills in the past and what they said is untrue and they are doing nothing to help me what so ever. I do not accept their rate they can take their mismanaged organization and STICK IT. I even called and asked why all the sudden my rates almost doubled and they said so I don't have to pay a lot in the end. I only was late a couple of times and that is the only reason in the past that my bill ever went up. I do not agree with that and I will take legal action if they keep telling me that I have to pay them back, and more. My bank I am also in dispute with for charging me overdraft protection fees and they gave me overdraft protection up to 500.00 dollars. I recommend you review your findings, the last time they did this you got me my money back these people prey on single unwed people who are already receiving some sort of financial assistance and I will not tolerate being maliciously attack and having no one do anything. This is another form of abuse and harassment. Do not contact me again as far as I am concerned you have done NOTHING to help you all should be put out of business. Go do it yourself * *******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We moved to this address in august of last year, we've had contact with Columbia gas since December of 2013 about usage. They finally come in April change meter then expect is to pay a pro rated amount Based on two weeks usage when we've asked since dec if this was correct.

Desired Settlement: Start billing is the correct amount since the meter was changed, since we've talked to them about it since December 2013. Thank you

Business Response:

After speaking with ***** ******, agreed to base consumption from October through April billing on the current actual consumption since installing the new meter.  I reduced the adjusted consumption from 665 ccf to 214 ccf.  By adjusting 451 ccf off the Dead Meter Billing, the account balance went from $481.91 to $158.90.

I advised Mr ****** that this is most likely not a realistic heating bill, but next year's billings will be based on a fully functioning meter.  I also advised to call when they get the corrected bill if they want to go on a payment plan.  I would only recommend a 1/6th. 

Please do not hesitate to contact me if I can be of further assistance.

***** -
Columbia Gas of Ohio
Regulated Revenue
Strategic Initiatives Analyst I

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A few years ago, Columbia Gas sent out notification that everyone's riser (meter) was being moved due to concerns, and that it would be done correctly and timely with no cost to the homeowner. For whatever reason, my meter was moved from the center of my house to the very end of my house, with a long, ugly pipe running across the back of my flower bed, back up into my house exactly where the original meter was. My husband, who was at home at the time it was moved, questioned how the pipe was installed on the ground, in the flower bed, and was told that is the way it was supposed to be done and not to worry about it. Although unhappy with the way it looked, he accepted the response and the conversation ended. In November of 2013, I noticed that the pipe was beginning to rust. I called Columbia Gas and was informed that it was not considered an emergency so someone would be sent out to check the pipe within 7-10 days. I asked for someone to come out after 1:00 as that is when my husband would be home and was assured that the time would be ok. Instead, someone can at 12:15 when no one was home and left a note stating the pipe should not be in the dirt, and because it was, it should be moved above ground and repainted at my cost. I called Columbia Gas the very next day and inquired why it was my responsibility and it was Columbia Gas who moved my meter and placed it on the ground on top of dirt and that my husband had questioned the location the day it was done. She asked if the flower bed had always been there, which I assured her it had. She then stated that the workers should have never placed it there when the meter was moved, however, since they had it was now my problem and if I wanted it corrected, it would be my responsibility. As I am not the one who requested it to be moved in the first place (Columbia Gas did) and I am not the one who placed it incorrectly on the ground (Columbia Gas did), I feel it is there error, therefore, they should fix it at their cost.

Desired Settlement: I believe Columbia Gas installed the pipe incorrectly, and as confirmed by Columbia Gas, and as it was their choice to move my meter, not my choice, and add a pipe that I had never had before, nor did I want as it is an extreme eyesore, it is there responsibility to install a new pipe correctly, above ground and out of the dirt as it was originally supposed to be installed.

Business Response: A service order was sent out to investigate on December 3, 2013. The service technician left a tag advising the customer that the houselines are rusty. Per the service technicians remarks, the customer was advised to raise above ground,  clean and paint the steel houselines. Columbia Gas is not responsible for the customers' house lines. 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: 10005661

I am rejecting this response because:
If the lines were installed by Columbia Gas off the dirt initially as they were supposed to be installed then I would take responsibility. However, the lines were installed on the dirt on top of the dirt instead of raised out of the dirt and therefore Columbia Gas, due to their incorrect installation, should take the responsibility of installing the line correctly and if there are issues AFTER the line is done correctly then I feel at that point it would be responsibility. However they didn't do the job correctly which had since caused this issue and I feel if it had been done correctly the first time and not placed in the dirt than the line wouldn't be rusty and need repaired. I feel at this point it is an company error not homeowner error and Columbua Gas should be held financially responsible to repair their mistake.


Regards,

Angelique Martinez

Business Response: As previously advised, an investigation was completed by the service technician in December. The service technician discovered that the houselines were rusty. He advied the customer that the steel houselines will need to be raised above ground, cleaned and painted.  Columbia Gas is NOT responsible for the expense involved in maintaining the houselines.

Consumer Response: I am rejecting this response because:

As previously stated, if the house lines had been correctly installed above and out of the dirt, I wouldn't have an issue maintaining them. Once Columbia gas correctly installs them above ground and out of the dirt I have no issue being responsible for their maintenance. Until they are correctly installed, I do not feel it is my responsibility as I do not believe they would be the way they are now had they been installed correctly.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Columbia gas has fraudulently used my social security number but my ex wife's name and her current address which is not the address in question, to generate a bill that has already been paid. I have been divorced for over 2 years and just purchased my home in December and they sent her a bill for Jan-Feb for the address I live at. I don't even have gas hooked up at the residence because they removed the meter over another dispute, and I never had it reinstalled but I do have proof that I paid the fees and investigation fees they requested at the time of the meter removal. How can I have a bill with no meter installed? How did Columbia Gas bill someone without their approval or social security number on file? Why did my payment made in January not cover all of the amount due per their own admission. Their customer service is at a blank and I am furious at this situation. On top of all of this they cut off my gas during on of the coldest winters on record in Ohio without any warning, they wouldn't even let me pay the bill to keep it on.

Desired Settlement: Take my ex wife off of my accounts. Reconfigure my amount paid and reinstall my meter immediately.

Business Response: The property owner of record has been billed for gas used in the amount of $242.24. This amount will need to be paid before service can be restored at this address. The deposit and reconnect fee can be billed. Please call customer service at 1-************ with your paid receipt in the amount of $242.24 to place an order to turn service back on at this address. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted Columbia Gas to reset my new budget payment amount which was agreed to and paid 181.33 on 04/04, $574.49 was taken by Columbia Gas from my checking account on 04/08. Contacted Customer Service on 04/08 to ask for monies to be put into my account so I can pay bills. I was told they will issue a check if I fax a letter from PNC Bank stating that the 574.49 would not bounce and I would not stop payment. I complied with that request. I contacted customer service 04/08,04/09,04/10,04/11,04/14, 04/16,04/18,04/21,04/22, to determine if check was mailed and was told that it was mailed 04/14 and 04/15. After Nine phone calls and broken promises, today,04 23 I was told that check will be issued but could not give a specific date. This problem has existed since 04/08, 16 days and still no definite resolution. Banking account is close to be over drawn and major bills need to be paid, I believe 16 days just to issue a check is way to long to solve this issue and the number of phone calls made

Desired Settlement: Columbia Gas needs to issue a replacement check for $574.49 as soon as possible. Please send letter of apology for the deduction from the checking account, so I can notify my creditors why my bills are delinquent!

Consumer Response: From: *** ****** ********************
Date: Mon, May 5, 2014 at 4:17 AM
Subject: Re: You have a new message from the BBB of Central Ohio in regards to your complaint #********.
To: ************************************


Regards complaint # ********, the check in question was received from Columbia Gas and was deposited into my bank 05/01/14. thus this issue was final resolved after many phone calls and time on the phone.

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I call 4/2/14 for my gas to be turn or the 4/3/14 and I was told it could not be turned on until the 4/9/14. So I will not have hot water or heat for 6 days.

Desired Settlement: My gas to be turn on the 4/3/14.

Business Response:

Records show gas service was connected 4-3-14 at **** *********** ** ** ***** ********** but not in this customer's name.

 

Thank you

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On January 31, 2014 I went to Impact for assistance with my utilities. A pledge was made for $175 and a PIPP plan was put in place. Impact also faxed a copy of my lease agreement and called to ensure the service was connected. At 8 am this morning a very rude technician showed up at my door and regardless of the paperwork I showed her and my lease agreement she cut the gas service off. Leaving me with no way to eat (gas stove) or bathe. When I called Columbia Gas they admitted their error and stated the technician will come back between 9am and 11pm tonight. I am a single working parant and cannot afford to miss a whole day of work for their error. Now I am without gas and may jeopardize my job and loss $114 for a day of work.

Desired Settlement: I want a adjustment for $114 to my account and my services restored ASAP!

Business Response:

1/31/2014 Impact called in pledge to connect Ms ****** at 6*** ******* *** ********.  We then spoke to Ms ****** and advised we needed a copy of lease that included terms and signatures in order to place connect.  We received a partial, faxed copy of her lease, but there was no signature page...Neither was there a phone number to call her.  She didn't contact us again until 3/19, at which time there was confusion as to her having gas service on in her name at a wrong address.  This was not the case.   A same day connect order was placed at 8:45 am on 3/19/2014, with instructions to call 30 mins prior to appointment.  The service technician attempted 2 calls, got no answer, and suspended the order at 6:11pm on 3/19.  The customer called on 3/20, and the order was rescheduled to 3/25/2014, and completed between 3:14 and 3:47 pm. 

There will be no reimbursement, the customer missed the 3/19 appointment, causing the order to be worked on 3/25.

Cordially,

***** - Columbia Gas of Ohio

  

Consumer Response: I am rejecting this response because: I was without gas service for 6 days because of Columbia Gas's mistake. I have a small child. The tech called twice within 3mins not allowing me time to get to the phone from my bathroom. I want reimbursement. This was not my fault.



BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: on03/08/14 I paid my gas bill and requested that my gas be turned back on.. an appt. to get my gas turned back n was scheduled on 3/10/14. I was told that this appointment could be at any time during the work day and a call would be made 30 minutes prior to arrival. I was also notified that missing this call could result in additional fees AND my the said gas employee would not turn my gas back on. I said I understood. I called off work and waited by my phone. There was not one ring all day from my phone. No missed calls.. No records of a call... From morning til night I waited at home for a call. Nothing. I contacted Columbia gas about the issue and they told me I had a work order scheduled for 3/10/14 but I missed the appointment so additional charges were added!!! On top of this I now have to wait till 10/14/14!!! Wait till after a winter storm passes to have heat and hot water again!! Unreasonable! they cant have someone turn my gas on? But can have it shut off within minutes of a warning? What is my guarantee that when I call off work next Friday and wait all day for them to arrive/call that they will? How do I know they just wont call and take no actions and charge me more fees??? at this point its simply my word vs theirs. I am all paid up! 03/08/14 but must wait till 03/14/14 to have heat again. Is there THAT many people in Ohio without gas that I must wait a week for an employee to assist me?

Desired Settlement: Preferably have goofy missed appointment fees removed... But I know that wont happen.. I just want my heat back.

Business Response:

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

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

GAS SUCCESSFULLY RESTORED 3/14/2014, THERE ARE NO ADDITIONAL FEES FOR THE RECONNECT.  THE CURRENT ACCOUNT BALANCE IS $155.93 AS OF THE 3/7/2014 METER READING AND BILL.

***** - COLUMBIA GAS OF OHIO

EXECUTIVE APPEALS/STRATEGIC INITIATIVES

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company has techs that work till midnight in this area and one of them showed up at 11PM Monday night and shut off the service. No knocking or notice left on the door. When we finally realized the service was off (a day later) we called and made the payment of $150 dollars. They stated that someone would be out with a 30 minute call ahead. The tech called and hung up both times without any attempt to call back. I answered the call both times and was hung up on both times. I called Columbia Gas after each call and they stated that the tech stated they were hung up on. No one at this company tried to help or address this issue, it is cold and we have no hot water and told me that we have to now wait a week to get the service back on. This company is ran as a monopoly and doesn't have any competition so they run their business like a straight racket...They have tech working all kind of hours but no one has time to come by here and turn the service back on.

Desired Settlement: I will need a full refund of my last payment and a my balance put to zero, also they need to come out ASAP and restore the service

Business Response: The gas service was reconnected at this address on March 20th. The cusotmer contacted the Hotline and the date of the order was changed from 03-26-14 to 03-20-14. A refund and or an adjustment to the account is not warranted. The gas service has been restored. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I first called on February 27th, to set up our gas for our new house. I had a previous balance from when I was younger and the lady on the phone told me that all I had to do was pay 175$ deposit today and then I would be able to be put on a plan that would allow me to go ahead and have a bill that would be for 149$ for the next 9 months to pay off my balance. I thought this was great and I went ahead and gave her my credit card number for the DOWN PAYMENT only. After I gave her my card she said that her system would not allow her to do that today because there system was down and to call back when we get moved in and they will have no problem setting it up. The 175$ posted to my account the next day, and we moved.....I call Monday the 9th, and then this time this girl told me I had to wait until I got a bill to set up the payment plan and she said call back when I get my bill.....which I still have yet to receive. Seeing as how I haven't received a bill and I was worried I called Monday the 17th to see if I could now set up the plan. I get the worst guy on the phone who then tells me that I have to pay him another 175$ because the first girl didn't put me on the plan and they just took it upon themselves to go ahead and apply it towards my balance. I already told him I paid it and I was only calling back to set it up like 2 other employees had told me to do. Yet he told me there was nothing he could do other than charge me another down payment., and then he would be glad to set something up. I asked to speak to a manager and he said they were all busy and that I would have to wait for one to call me back which has never happened. So I decided to call back again, and this time I talked to a really nice guy who told me he could clearly see where I had already paid that balance, and he would love to set me up on that plan but there computers were down and there was nothing he would be able to do until hopefully later, he did tell me that he was going to write in my notes that all I had to do was call back so I can agree to the charges for the payment plan. I thought finally someone is listening to me.....so I call today for the 5th time in the long process and told the lady who was on the phone everything that had happened but then I talked to this really awesome guy who set it up I just had to call back and accept the budget plan. She informs that this is not correct and tells me that's because person 1 didn't set it up right away I would have to pay another 175$. I instantly ask for a supervisor because this is not right. I don'mind having a bill like I was told 149$ but asking someone to pay another down payment? how is that fair? I talk to the manager and she said that my original 175$ went towards that balance which I did not approve and if I am not mistaken when I paid I had to confirm what the money was going to be used for? and a balance I didn't approve. So then the manager just tells me the same thing and then I tell her that because of the incompetence of another I am having to pay 2 down payments. This is extremely frustrating to me because I just want my bill to come for the 149$ and to be done with this. So after 5 phone calls I am waiting on another supervisor to call which will probably never happen. I think it completely unfair how I was mislead about my payment. I asked for my original money to be refunded so I could then apply that to the down payment.

Desired Settlement: I just want to be put on the payment plan like I asked in February, and then to get my bills sent at 149$ for nine months just like I was told when I first agreed to the service. I don't feel like this is unreasonable at all. I'm not asking not to pay my bill but I feel like I was scammed out of money and because someone doesn't know her job I am having to pay another down payment, by the way who has ever heard of that and I will be talking to my bank and letting them know I was charged for something with out my knowledge.....I acknowledge the down payment and only that....not for whatever the gas company wants it to be.

Business Response:

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

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

ALTHOUGH I APPRECIATE WHAT THE CUSTOMER IS SAYING, THE $175 WAS PAID ON A CLOSED ACCOUNT AT 2072 INDIANOLA AVE, IN ORDER TO OPEN A NEW ACCOUNT AT 896 OXLEY ROAD.  THE REMAINING $918.50 BALANCE TRANSFERRED OVER TO THE NEW ACCOUNT, AND NOW WITH THE FIRST BILL DATED 3/11/2014, HER BALANCE OF $950.92 CAN BE SET ON A PAYMENT PLAN.  

BECAUSE OF HER PREVIOUS ACCOUNT PAYMENT HISTORY AND REMAINING BALANCE, THERE IS AN $88 SECURITY DEPOSIT.  IN THE INTEREST OF GOOD FAITH, I HAVE WAIVED THE SECURITY DEPOSIT. 

AT THIS TIME I CAN OFFER 2 PAYMENT PLANS;  THE FIRST IS THE 1/9TH.  THE CUSTOMER WILL NEED TO PAY $143 AT AN AUTHORIZED PAYMENT LOCATION, SUCH AS KROGER, WALMART, OR GIANT EAGLE, AND CALL THE RECEIPT INFORMATION INTO CUSTOMER SERVICE BY 4/8/2014.  BEGINNING WITH THE APRIL BILL, THROUGH HER DECEMBER BILLS, SHE WILL PAY $143 TO PAY OFF THE OLD AND CURRENT DEBT.

THE 2ND PAYMENT PLAN OPTION IS CALLED THE 1/6TH.  THE CUSTOMER WOULD PAY $135.85 AS HER DOWNPAYMENT, THEN FROM APRIL THROUGH HER SEPTEMBER BILLS, BE ASKED TO PAY AN AMOUNT THAT IS HER $135.85 INSTALLMENT ON THE OLD BILL PLUS WHAT EVER HER CURRENT BILLED AMOUNT IS.  (FOR EXAMPLE:  CURRENT BILL IS $50, SHE WILL SEE "Amount Due By 99/99/9999 = $185.85)

I HAVE NOTED THESE PAYMENT PLAN OPTIONS ON HER ACCOUNT, AND SHE WILL JUST NEED TO CONTACT CUSTOMER SERVICE AT 1-************ WITH HER PAID RECEIPT, IN ORDER TO GET ON THE CHOSEN PAYMENT PLAN.

***** - COLUMBIA GAS OF OHIO

EXECUTIVE APPEALS/STRATEGIC INITIATIVES

 

     

Consumer Response: I am rejecting this response because:
I was lied to on 6 different occasions! The First Lady told me that's what I was paying 175$ for!!!!!!! To set up the plan!!!!!! Not to pay on a past balance!!! And then 3 other people told me different things! I was told when giving my credit card info that I was paying the 175$ to set up the payment plan and I think it's insane that employees can just tell customers whatever they want just to get money out of them. If the first person would of known her job this would not be a problem. I think it's not fair to mislead people who are handing over money like that. 

Business Response:

Unfortunately, with the two separate account numbers, there was no way to count the $175 as a downpayment.  That payment was made and posted to your previous account debt in February in order to establish new service on ***** Rd.  You were not asked to pay your balance in full, we accepted $175 to connect service in your name.  

You are now in the month of March, so another installment is due.  Your options ar $143 to go on the 1/9th, $135.85 to go on the 1/6th, or $950.92 to pay the balance in full.  Those are your only options.

Cordially,

***** * Columbia Gas of Ohio

Executive Appeals/Strategic Initiatives  

Consumer Response: I am rejecting this response because:
 I was lies to by the first two people who I talked to! They could of taken care of this when I first called. And this is what the girl told me she was getting my credit card for. Not to pay on the balance. I'm angry that I was lied to! That's the part everyone seems to be forgetting I was lied to to get me to pay on that old balance instead of telling me the truth on what I was paying for!!!! You can't just lie to people. It's just lie after lie. That's it. Lies 




BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My family (me, wife, and 1-year old) were moving into our new house located at the address provided. We were not informed ahead of time that the previous owners were having the gas shut off (which is used by the furnace to heat the house). This is in the middle of a very cold winter. We closed on the house and took possession on 1/17/14 at 10:30am. When we first entered the house around 1:00pm, we realized the heat was not on because the gas had been turned off. We immediately called Columbia Gas to have a technician come out and turn it back on (which is a fairly simple 10 minute process of turning the valve and doing basic checks). They told us that unless it was an emergency (a gas leak) they could not send anyone until a week later on 1/24/14. There was absolutely no concern that temperatures were below freezing and that we had a baby. Even after asking to speak with supervisors, trying various automated phone menus, and calling back numerous times, our problem was ignored. Only after calling and reporting our situation as a "gas leak emergency" did they send someone to our house (most likely because conversations are recorded and they would be liable if something happened and they did not send someone to our location). However, because it was an unscheduled appointment for the technician, he had to leave for another "real" emergency without turning our gas on. This happened again the following day on 1/18/14. It wasn't until mid-day Sunday 1/19/14 that we had our gas turned on for good. During this ordeal, we found out from Columbia Gas that the valve was shut off at 11:41am on 1/17/14. This was over an hour after we legally had possession of the house! Therefore, my complaint is that not only were there no questions asked by Columbia Gas as to why the previous homeowner wanted the gas shut off in the middle of winter, but they actually turned it off while we owned the house, which I don't think is even legal. Because they have a monopoly on service, they don't care much about customers.

Desired Settlement: Our gas bill has a large "service fee" charge on top of our usage cost per volume. I would like a refund of this service fee for its blatant failure to provide its one and only service of providing its customer with gas. Beyond that, their customer service was awful in dealing with our issue.

Business Response:

The customer charge covers COH's fixed costs for meter reading, billing and other services the company provides that are not related to gas usage or the number of days in the billing period. COH incurs the same fixed costs every time it prepares a customer bill, so those charges will appear on each bill regardless if the billing is less than a month to cover the full cost of service. The ability for COH to charge the full amount of the customer charge is provided within the company's tariff issued by the Public Utility Commission of Ohio.

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I originally called in at 3pm to make sure that my bill was correct since I just moved in to a new apartment and it seemed a little high. While on the phone with the woman she started asking me about my services, I said it took a while for the furnace to heat up and for my water to heat. This is due to the fact that I live in an old building with old appliances. Nothing more. She automatically starts saying that this is an emergency and they have to send someone out immediately to inspect everything. I can understand this if I had complained about my heat not working at all, which it clearly is from the high bill. I asked for them not to send a tech out, but they still did. I was not home at the time and I asked that if they must send someone out could they do it at a later time when I could be there to let them in. She said this was not possible and the tech would be there shortly. 3 hours later I receive an email from my landlord stating that one of the other tenants was told the tech had arrived and since he was not able to enter they were going to shut my services off. I was never called or notified. I have now sat in a cold apartment, 50 degrees and dropping, for 3 hours. I have called several times to get someone to come turn the gas and heat back on but they can not give me an eta or if they will even be here today. This is outrageous for this time of year. It is 30 degrees F outside and they turned my gas off because a back room operator decided to assume I had a gas leak when I never reported one. I have called several times telling them there was no emergency and there was no need for anyone to come out, or at least to wait until I was able to let them in. Now their offices are closed and the emergency line operators will not talk to me since I do not have an emergency. I have been hung up on twice.

Desired Settlement: I would like for my next bill to paid for by Columbia Gas, for all of the mental anguish I have been put through. This bill will also be high because my furnace will now have to heat from freezing temperatures instead of keeping the constant I had it set on. I would also like the phone operator who did this to be reprimanded. She has caused me stress and possible health risks from the cold. I called in at 3:08 and spoke to her for roughly 13 minutes. I called from ###-###-####.

Business Response: Hello,I listened to the phone call between the customer and the agent.  When the customer advised the agent that the furnace would not come on and that it took a long time for the water heater to work, it was considered an emergency "no gas" situation.  Once it is reported to an employee of Columbia, that employee has to send an order out to investigate.  In these situations an order is dispersed immediately.   We can not hold up on the order until the customer gets home.  If no one is at the residence to allow access, the gas is shut off for safety.  This is for the safety of the customer even thoughit may be unfortunate for the customer.  I do see the technician tagged the furnace some repair is needed.I have reviewed the consumption used at the residence as well as the other 3 units.  The consumption used is in line with the other units.  The average temperatures for this billing cycle was 26 degrees as compared to last year at 32 degrees.  The apartment building was built in 1910, which is prior to insulation, so unless the owner has done remodeling and added insulation, there is none.If the customer fits the low income guidelines she can go to the agency, Impact, and enroll in our PIP program.  She can contact ******** and make an appt.   Thank you  

Consumer Response: I feel like the actions of the operator were out of line and her attitude towards me only made the situation worse and upset me. The fact is because of this I had my heat shut off all day when it was below freezing outside. I would like some kind of compensation for this. A credit to my bill would suffice as my next bill will be higher than it should, since my furnace had to heat from freezing rather keeping a constant. 
I also did not say that my furnace would not turn on, it was on until you shut off the gas supply. This is just no way to treat a customer, I would have gladly met someone later on that day, as I was at work at the time.  Had I been given the chance  to meet the technician all of this could have been avoided. Looking at other complaints it also looks like I am not  the first person this has happened to. You may want to look at what kind of people you are hiring and your training process. 

 

Business Response: I listened to the phone conversation between the customer and the agent on 2-17-14  While the customer thought the agent's actions were out of line, she was performing her job.  When a customer advises that her furnace wont come on and that it takes a while for the water heater to work, those are signs of low to no pressure, which not only affects this customer's gas service but will also affect other customers gas service and we could have many customer's without gas to their homes. This is very serious in the winter season.  Ms. **** could have been just saying this because she she thought her bill was too high, but this could be very serious to many customers  and it is treated as an emergency. Again, I apologize that Ms. **** was inconvenienced by turning her service off when she wasn't home but unfortunately we cannot wait for our customer's to get home before investigating emergency situations.   Natural Gas is volatile and can be very dangerous.  Safety for our customer is our 1st concern.     Thank You  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My daughter has pulmonary issues, I was told by Columbia Gas that I could use a medical form to keep from having my service shut off until I could get my bill paid. I live paycheck to paycheck with being laid off. My service address doesn't match my mailing address because my utility lines are crossed between my address and the address in front of me and next to me. I got a call from Columbia Gas saying the medical form was invalid due to the address being different from my mailing, health insurance, cell phone, internet, etc. I've told them in the past to correct the line issue and they won't. It's not my fault I rent, all this issue was before I moved into the rental place 5+ years ago. The people on the phone refuse to allow me to speak to a supervisor until they have me upset. The service people who come out don't have credentials stating they are from the company. The person who came out had a ******** uniform on, was rude saying if he knew there was a medical issue he would have shut off the service right away. So now I have to ask my doctors office to re-fax a paper with the address they are demanding even though this hasn't been an issue until now. They don't even keep records properly, they can't even bring up history and are saying it's not their fault. If I could chose another gas company I would but there isn't another in my area.

Desired Settlement: I want the company made aware for better training with their employees who work for them, proper credentials, names to give people because sometimes I swear they give out fake names to not get into trouble. A direct line to speak to a supervisor or even a complain department. If they send a fax for medical to not send a blank form since the doctors office has no clue to what it is. They don't put the person's name, address nothing on it.

Business Response:  PLEASE ACCEPT MY APOLOGY FOR THE INCONVENIENCE YOU EXPERIENCED REGARDING YOUR MEDICAL CERTIFICATION. THE MEDICAL CERTIFICATION HAS   BEEN RECEIVED AND THE ACCOUNT HAS BEEN PROPERLY CODED. AN ADJUSTMENT  OF $50.00 HAS BEEN CREDITED TO YOUR ACCOUNT DUE TO THIS INCONVENIENCE.                                                      

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/24/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Between mid January and today (Feb 10), Columbia Gas has been to my house on 3 occasions due to low gas pressure. Each time I was without heat for several hours. Today they replaced the service line to my house from the street. Gas off at 11am. The job was completed about 7pm, I was told someone would be there in 30 minutes to turn the gas back on. 815 called - was told someone was on the way and be there in 30 minutes. Called again at 11pm - someone would be there immediately. 1130 - still not here. I have had to use electric heaters throughout the last month and operate heat tapes that they applied to my meter when they said the meter was froze. My complaint is the way they tell me some one is on the way and it is several hours before someone arrives.

Desired Settlement: Some sort of compensation for continued poor service, lack of heat, and additional electricity requirements.,

Business Response: Please accept my apology for the inconvenience you have experienced due to low pressure to your appliances. The service has been restored and the meter has been changed. A $50.00 credit will be applied to your account due to your inconvenience.

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



















BBB's Final Determination: Consumer accepted resolution offered by the business.

2/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We received two bills within one month on one of our rental houses. We were charged the monthly $17.81 two times. Service went into our name on 1-6-14 and back out of our name on 1-27-14. The first bill was based on an estimate reading as well as the second bill. How can they bill the previous tenant based on an estimate and begin our billing based on an estimate? In addition, the new tenant has also received a bill. Our bill for the 21 days of service in our name is $141.16. The house was vacant. The thermostat was set at 50 degrees. We don't even pay that much in our own residence in which four people live and the thermostat is set at 70 degrees. I believe there is fraudulent billing occurring. I refuse to pay this much for 21 days of service with a thermostat set at 50 degrees. I have never been late on any of my payments to Columbia Gas or any other provider. However, this is enough and outrageous.

Desired Settlement: Discuss payment amount with Columbia Gas Corporate Employee.

Business Response: The customer charge covers COH's fixed costs for meter reading, billing and other services the company provides that are not related to gas usage or the number of days in the billing period. COH incurs the same fixed costs every time it prepares a customer bill, so those charges will appear on each bill regardless if the billing is less than a month to cover the full cost of service. The ability for COH to charge the full amount of the customer charge is provided within the company's tariff issued by the Public Utility Commission of Ohio. A one time adjustment of $23.64 will be completed to resolve the complaint.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A tenant moved out of an apartment I own. He let Columbia Gas know to transfer the account to me but it didn't happen. I called to make an appointment asking the rep to make a note that I needed extra time to leave work to meet the tech, as I am a school bus driver who doesn't get off until 9:30 am. Service rep said they would "try" to make a note on the service ticket. The tech called and gave me 5 minutes to get to the address. I could not do that so now have to figure out how to get this done. Obviously the note did not make it onto the service ticket. Meantime extremely cold temps put my property at risk without gas for heat. This is poor customer service, and both the service rep and the technician could care less about any deviation from THEIR schedule. Too bad we don't have competition for gas delivery.

Desired Settlement: I want an explanation about why a customer service rep cannot effectively communicate with a technician when they work for the same company.

Business Response: The account number given for this complaint is incorrect. I did some research and I believe the address may be **** ********* ** ** ***********. Our records indicate that the gas service was turned on in your name at this address on February 6th, 2014.  If this property is a rental property, you may want to consider a Property Owner/Property Notification Agreement. With this agreement, the service will automatically go back into the property owners' name when a tenant requests to disconnect service prior to moving. Please contact customer service at ************** for additional information. 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

**** ****


BBB's Final Determination: Consumer accepted resolution offered by the business.

2/15/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I accidentally scheduled an additional payment through Columbia Gas online to come out of my checking account. My balance is 0.00. I called to cancel the scheduled payment and both **** the CSR and ***** the Supervisor told me there was no way for them to cancel the scheduled payment, that it would be a credit for a future bill. It hasn't even debited. With other utilities online there is an option to cancel the payment. For Columbia Gas there is not and according to their customer service they have no way to do it either. The lack of empathy from both **** and ***** was rather concerning. I find it hard to believe that there is no one that can cancel a scheduled payment.

Desired Settlement: I have spent hours on the phone with with both the gas company and my bank. Gas tells me to call my bank to cancel the scheduled payment that I scheduled through them? Of course my bank cannot do anthing because the additional payment is scheduled through columbia gas. I am not sure what I seek but some sort of compensation. I don't even owe the 100.00 that is scheduled, my balance is zero. I accidentally scheduled the payment online which is scheduled to debit in 4 days and it cannot be cancel

Business Response: Records show the account billed on 1-27-14 for $249.69.  The $100 payment posted to the account 1-29-14 for there is a balance of $149.69 still owed by 2-11-14. I apologize that COH cannot stop a payment.  Please make sure the customer is more careful in the future.    Thank you  

Consumer Response: I requested that you stop the scheduled payment prior to my balance posted. The request to you was made on 1/24. If I scheduled a payment through you...that is the end all be all? 

Business Response: The $100 payment made on 1-29-14 have been returned and debited back on the account. The customer should have the payment back in his account.    Thank you

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/13/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am a 20 year old female student at *** **** ***** **********, and I feel that Columbia Gas has been harassing me. Columbia Gas and I have had ongoing phone correspondence for months, with the ordeal ultimately leading to a collections agency getting involved. I contacted the company in August with the intent to transfer service for my apartment unit. I was told that I would need to make a deposit of $600, plus or minus. I then told the service representative that I had made an error, i.e. my real estate agent must pay for the utility for the entire building, and requested that I not have an account established there. My exact words were, "Forget that I called." I did not pay a deposit, I did not schedule an appointment to have a meter read, I should not have been entered into the system. However, I began to receive calls stating that I had an outstanding balance. Each time I called, I would explain the situation, but it was to no avail. My real estate company had since transferred the service back to their name, and I was under the impression that everything had been taken care of. I did not even once receive a letter from Columbia Gas. Nothing with an account number, not a single paper or electronic bill. The only contact was made through phone calls. On January 14th, my real estate company wrote a check in the amount the amount that I "owed", to Columbia Gas. On February 4, 2014, I received a letter informing me that I had been sent to collections. First, and most importantly, I should not have had an account. Second, the matter should have been resolved once the real estate company became involved. As a young person, I am very concerned about the detrimental impacts that this could potentially have on my credit. Columbia Gas is unorganized, unprofessional, and in my opinion, behaving unethically.

Desired Settlement: I would like a formal, written apology. I would also appreciate if they would cease the harassment.

Consumer Response: Hello! I am writing in regard to a complaint that I had recently filed, ID ******* submitted on 2/10/2014 3:15:44 PM against Columbia Gas of Ohio. The issue has been resolved; Columbia Gas admitted to the error and has assured me that my credit report will be updated. Thank you for your efforts in assisting me with this case, I cannot thank you enough. Have a wonderful week! ******** *******  

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I calLed Columbia Gas this morning about an issue with a payment. I requested a supervisor to speak to about the issue and was told there was not one available but would be put on a call back list. I have waited and have not received a call back. My service is due to be shutoff and am trying to make arrangements. I get paid in one day and requested an extension but was denied. It is cold and I have 3 children and pets and am just trying to keep my heat on. I am not trying to avoid paying just need one more day to get paid. I am still waiting on a call back.

Desired Settlement: I would like a call from the supervisor and the ability to wait just one more day to pay this. Again I am not trying to avoid the bill or denying I owe the money just need one more day to take care of it.

Business Response: Left a message at 2:18pm on February 7th, 2014 for the customer to return my call to make payment arrangements. Please contact ****** at ************** for payment arrangements to prevent shut off on February 13th.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We were without natural gas service and therefor no heat for 24hours when the temperature was 10 below zero. I had to go buy electric heaters to keep ourselves warm and to keep the water lines from freezing and breaking in the house. These heaters cost me $150. I first tried to use the contact form on their website to see if they would reimburse me and got no reply. I then called them today and they said they do not reimburse unless there is damage. I spent $150 that probably saved them thousands of dollars had my pipes frozen and caused damage. I want my $150 reimbursed. They have a responsibility for uninterrupted service to our home.

Desired Settlement: Credit me $150 or send me a check for $150. I can provide a receipt for the expense if needed.

Business Response: Despite the unpredictable nature of weather challenges, Columbia Gas of Ohio makes every effort possible to minimize the impacts on our customers.  Columbia is fully committed to providing safe and reliable service to all of the communities that we service. We do recommend that you notify your homeoner's or business insurance carrier of any losses or damages you incurred.  We do apologize for any inconveniences that you experienced as a result of the interruption to the gas service in your area.    Please advise the customer to make a claim please contact ###-###-####.    Thank you  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/6/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I paid a bill online. I had a situation where I had an issue with my checking account. The payment got bounced. So when I found this out I immediately paid the $260 Bill that I was required to pay. Then the next day they re submitted payment on the other e check I sent in. I now have a $260 credit on my account. I need the $260 to pay other bills. They are telling me that I can't get my money back for TWO weeks!! This is ridiculous. Basically what they are doing is holding my money hostage. I have had this happen with them before. They are holding the money so another billing cycle will go through in that time...then I will not get my $260 back..I will get whatever is left after my current bill. I CANNOT...and Will not wait two weeks to get my money back. This is an unfair business practice and I want my money back now.

Desired Settlement: My $260 put back in my account immediately.

Business Response: Unfortunately the account billed on 1-29-14.  The bill is $203.89.  There is a credit of $56.11.  I will issue the refund out for the $56.11.  I will take 7-10 business days. 

Consumer Response: I have said from the very beginning of this that this is what they were going to do. I want the full amount of the money back. My bill is not due until the 15th of the month. They are holding my money hostage and I refuse to have this. I will pay the bill on the 15th when it is due. I will not accept anything less then this. Period.


Business Response: I apologize but unfortunately I am not able to send a refund for the payment.  The account billed 1-29-14 with a billing of $203.89. The $260.00 payment went towards that bill.  The customer has a credit of $56.11 that is in the process of being refunded.  Thank you

Consumer Response: Unfortunately I had other bills that needed to be paid with that money. Now all of my bills are late. I want some sort of restitution for them holding my money hostage and forcing me to pay their bill rather then doing what was right. I am furious over this. Trust me when I tell you...I will find a way to get another provider if it's possible. Even if I have to move out of that area. I am only renting. I am sick and tired of this with this company. This is the second time I have had an issue like this. I could see if my account wasnt up to date but it is. I wanted my money back 2 WEEKS ago. I double paid...it doesn't mean I want you to hold my money and pay the next months bills. As soon as I found out about this I called. It is wrong. You know it. Either make it right or this does not go off your record. Neither does the complaint I issued with the public utilities commission. Last chance to make this right. 




BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/27/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have had service with Columbia Gas service for about 3 years now. Last year, I fell behind on my gas bill, and had to apply for public assistance to help pay the bill. The bill was paid down to zero, and I was told that my bill would now be $36.00 per month. I maintained the payments as agreed up until the time that I moved, in June. Up until now I have simply been using gas service under my landlord's account, but he told me that the gas bills were getting too high and that I needed to have the gas transfered back into my name.I called Columbus Gas in an attempt to have the gas switched over. To my surprise, I was told that I had an outstanding gas bill of over $800 dollars. I was further told that no payment arrangement could be made to restore my service unless I paid a $175.00 dollar "one time winter option". I once again went to the Community Action office to re-apply for PIPP. They once again paid the $175 dollar payment, but I was then informed by Columbia Gas that I would STILL need to pay a $149.00 towards the default on TOP of the $175.00 that community action was paying, and that no payment arrangements would be made regarding this, and that my PIPP would not be reinstated until the $149.00 was paid in full. I just paid $130.00 dollars towards my LANDLORD's gas bill, went to PIPP, recieved another $175.00 towards MY gas bill, and they're still wanting more! I was also told that they had been billing me since JUNE even though I moved out of my old residence in June, and have not had gas serivce since then! I called the day after I moved out to have the service disconnected. Previously, upon establishing the initial service at 472 ******* (the apartment that I moved out of), Columbia Gas had be billed for service at an address which I'd never even lived at, and the wrong social security number in their system! Columbia Gas obviously keep shawdy records and I would like my bill to reflect ACTUAL legitimate charges, not just whatever Columbia Gas decides they should be.

Desired Settlement: I am expecting Columbia Gas to credit my bill from June 1st, 2013 (the time I moved out of 472 ******* Street) until now (12/20/13) since the service should NOT have been on at ALL under my name. I am further expecting Columbia Gas to reflect my balance as zero and allow me to pay the $36.00 per month as agreed upon with the PIPP program. In less than a week I've given Columbia Gas over $300 dollars for a residential gas bill, and they're claiming that it's STILL not current! Unacceptable!

Business Response: Mr. *********'s previous account at 472 ******* St C was finaled out of his name on 5-15-13.  The final balance was $894.92.   Mr. ********* joined our PIP payment plan on 12-17-12 for $36 a month and he received $175 emergency assistance  but the account was not paid to a 0 balance.  When the service was taken out of Mr. *********'s name on 5-15-13 was  $894.92, however after checking, Mr. ********* didnt get his emergency credit transferred from January 2013.  In December 2012 the emergency asst agency paid $175.  Minus the $52 reconnection fee charged from August, I am transferring the $123.00 to the new account.  I will clear out the default on the PIP plan also.  When the account bills on 1-17-14 Mr. ********* will owe a $36 payment.    Thank you

Consumer Response: I greatly appreciate the efforts of Columbia Gas to resolve this issue, however there was no mention made of any resolve in regards to the $872.00+ I will await to receive the next bill from Columbia Gas to see what actual charges are reflected, and will move forward from there. As I said, I do not feel that I owe Columbia Gas anywhere NEAR $800 dollars. It has obviously been proven time and time again in the past that they make mistakes within their billing system, and this obviously appears to be the case in this situation. If the outstanding balance has been removed and I simply owe the $36.00, then I will consider this complaint resolved. 


Business Response: The outstanding balance was not paid off.  The balance is $771.92.  The PIP has been set at $36.  The account is up for billing on January 17th.    Thank you

Consumer Response:

The outstanding charges on this bill are COMPLETELY inaccurate. Please submit PROOF in writing of the outstanding balance. 



Business Response: I sent the customer a copy of the itemized statement from his address at *******.  And the transfer from ******* to ******* Av.  The customer is on PIP for $36.  The PIP payment is not due until the account bills on 1-16-14.  If the payment are made by billing the customer will receive credit forgiveness and within 2 years the balance will  be 0.   Thank you   

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On January 7, 2014, I called Columbia Gas at 7:37 pm from my cell phone (###-###-####). The reason why I called Columbia Gas is because the heat at my house had only been blowing luke warm air since January 6, 2014. And, due to the cold weather been unable to stay at my house January 6 and 7th. When I noticed it wasn't working, I went to my parents house. On January 7th, when I went home after getting off work at 6pm, I thought maybe the heat would of had started working, but it hadn't. So I went back to my parents. I then called Columbia Gas. When I spoke with the representative that answered my call- that is when the problem began. Her name is ****** or ***** (not sure how her name is spelled), but her id number that she gave me is ******. After telling her my situation, she stated she was going to send someone to my apartment. I told her I was not home, but if she could tell me what time he would go I could go there or he could call me and I would go. She stated she didn't know. But, it could take from 5 minutes to an hour. And, if I wasn't there they would call a locksmith to open my door, and if the locksmith couldn't open my door, they would shut off my gas completely. At that point I told her to just cancel the request and I would call tomorrow. As it was late in the day and it was too cold for me to go back and wait for someone. On top of that I was far from my apartment. I was concerned about the outcome of not being able to be at home when the guy would come. She proceeded to state she couldn't stop her request to send someone out. When I asked to speak to a supervisor she stated there was no supervisor on the night shift, when I asked to speak to someone besides her she said I would have to hang up and call back. The issue was also her tone of voice and the way she was speaking to me. I then asked her if her job wasn't to be helpful and nice. She then, said no because she is not a csr. After awhile she chose to hang up on me because I wouldn't get off her line. I called back and spoke with someone else who answered. And when I told her my situation she said not to worry that she had cancelled the request and that she notated I would call back the next day. Just like I had asked ******, for 10 minutes, in which she denied. The other representative laughed when I told her about what ******* told me about the locksmith, and said that would not happen, and didn't understand why she would tell me that. I don't understand why I received this kind of service and treatment from ****** when I just called for help. She was beyond unprofessional.

Desired Settlement: I would like an apology for being treated the way I was treated. I had no gas for two days, and the only thing that ****** did was give me more stress and worry. I want management to know the kind of employee they have with ******. I would like a response in what they did regarding the matter.

Business Response: Please accept my apology for the quality of customer service that you received on January 7, 2014. The information you provided regarding the representative will be forwarded to the appropriate person for a coaching opportunity. A credit of $50.00 will be applied to your account for your inconvenience.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Columbia Gas has been unable to fulfill my request to turn on my gas at a new apartment for 3 weeks straight, leaving my new apartment uninhabitable during the winter month of December. The 1st request failed due to a "no show" during the designated 4 hour window given. The 2nd attempt failed due to a missed phone call while waiting during an 8 hour window. The third attempt was due to a no show following an 8 hour window of waiting at the house, which when contacting the direct customer service line, I was told "the last person you spoke to wrote the wrong information on your account." And "a 6-10 window does not exist." Furthermore, there is no way to reach the technicians or customer service after their no show/cancellation "due to the late hour" because the office closes at 7pm EST despite a window until 1130pm of possible technician arrival. A call to the company or number left by the technicians this evening routes to the headquarter office giving me no means of communicating with local technicians. Calling the next day to reschedule results in an additional week of waiting for the next available appointment. I would very much like to try a different company, but they are the only available company servicing my address.

Desired Settlement: To improve customer service (i.e. having a direct local number to Columbus, OH office), communication with field technicians and customers (i.e. **** ****** provided me with a direct number with their field technician), and reliability of service appointments held.

Business Response: Hello,   Records show the gas service is on.  Service was turned on 12-21-13.  I show the 1st time we were scheduled to turn service on was 12-12-13 with a call ahead.  I show we called  7:30 and 7:39, there was no answer either time.  ( If the technician does not reach the customer by phone, he does not come out to the premise.)  He left message for the customer to reschedule. The 2nd time was Columbia's error.  The agent advised the customer of the wrong evening appt time and the technician we at the residence at 5:07 pm.   I apologize for the error.  We forced the order back out on 12-21-13 and service was restored.  The Customer Contact Center phone # is ###-###-####, there isn't a Columbus office that takes customer calls.  Unfortunately we do not give out the phone # of our field technicians.   The access arrangements are made with the agent at the Contact Center. Thank you

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/17/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My realtor turned on the gas to our new residence to better facilitate the closing process of my home. So there are two accounts involved but I will be paying for both accounts. To start off I am personally charged a Fixed Monthly Delivery Charge (FMDC) of $17.81 for 12 billing days at my old residence (not pro-rated). Then the realtor is charged a FMDC of $17.81 for 24 billing days. The realtor is then charged a FMDC of $17.81 for 1 billing day with 0 gas usage (this is neither "monthly" nor "delivery" which makes the title of this fee confusing). I will also be charged another FMDC of $17.81 on my next bill for my current residence for just a name change.This leads to four charges of $17.81 in a single month time span. Let alone, their justification for charging $17.81 in a single day for no gas usage calling it a Fixed "Monthly" "Delivery" Charge doesn't make sense. I've contacted them and they aren't able to offer a resolution short of me paying including taxes + infrastructure replacement program rider ($4.71 per bill) nearly $100 just to change my residence.

Desired Settlement: I'd like at least two of these Fixed Monthly Delivery Charges refunded, or all of them pro-rated.

Business Response:

The customer charge covers COH's fixed costs for meter reading, billing and other services the company provides that are not related to gas usage or the number of days in the billing period. COH incurs the same fixed costs every time it prepares a customer bill, so those charges will appear on each bill regardless if the billing is less than a month to cover the full cost of service. The ability for COH to charge the full amount of the customer charge is provided within the company's tariff issued by the Public Utility Commission of Ohio. A one time adjustment of the minimum customer charge in the amount of  $23.64 on your final account will be completed. That credit will be transferred to your current active gas account. 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recently notified Columbia Gas of Ohio that I would be disconnecting my service. My disconnection date landed within 6 days of a new billing period. As a result my 6 day bill included a fixed cost of $17.81. I called to inquire about this charge and was dismissed twice and told this was a fee that would be charged whether my billing period was 1 day or 30. I also asked if the current tenant would be charged this same fixed cost for the month and they informed me that yes they would. I see this as a double billing for services that were only rendered once. I have researched this and found that the local PUCO has given this company a right to charge this fee as a fixed rate as opposed to based on usage. I found that even calling twice I was immediately dismissed and my concerns were negated as soon as I mentioned the fixed rate.

Desired Settlement: I have no problem paying my bill less the $17.81 and intend on doing that but am sure there will be some level of penalty levied against me for these actions.

Business Response: This complaint was resolved on December 3rd. A one time courtsey adjustment was completed. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I smelled gas odors in the front of my house. I just bought this house and moved in August 7th, 2013. I called Columbia gas, they sent someone out. They confirmed there was a leak not far from my sidewalk to my driveway and told me it was nothing to worry about, that it was on their end, not my responsiblity to repair and that someone would contact me within the next week. No one ever contacted me and i continued to smell the odors. Again, I called, again they sent someone out, again they said someone would contact me within the next week.Again no one did. So I called the office again. They explained to me they have up to 15 months to repair it however someone was sent out to repair it the next week. Not only did they repair the line with several leaks but they also removed the meter that was inside my garage next to the door to the outside which is on the very front of my house in plain view, and left several holes in my siding. Then the guys left my garage door sensor dangling which would not allow my garage door to close. The sensor was attached to the garage wall next to the meter before they removed it. The meter and holes in my siding is a complete eye sore now.

Desired Settlement: I would like the meter placed either back where it was or somewhere other than the very front of my house next to my entrance sidewalk. Also the siding needs to be replaced where they removed part of their equipment and left holes showing. They told me it would be my responsibility to move the meter to another location and that the meter never would have been moved from where it was originally if I had not reported a leak. So it sounds as if they are punishing me for reporting it.

Business Response: Records show the Ms. ******* contacted us 11-8-13 of an odor of gas outside of her home.  We went to the residence and found a grade 2 leak at the customer service line. Grade 2 leaks have a time period of 15 months for repair.  The customer called in a 2nd odor of gas on 11-16-13 and a 3rd on 11-21-13. We made the repairs on 11-22-13.  We replaced the customer service line.  The meter was in the garage.  We pulled the meter to the outside of the garage.   It is unfortunate that the meter had to be moved to the front of the house but we had to have a direct line from the service line to the meter.  The only holes in her garage are from the old remote index that we mounted on the siding.   We went back to ask about the garage door sensor but she had already fixed it.  I have tried calling the customer to offer to pay for a bush or 2 to plant in front of the meter. Thank you

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Company demands a copy of social security card to activate service. This is an unreasonable demand for home heating, especially since I do not have a choice in providers. They are essentially holding the ability to live in my home during the winter ransom to force me to provide them with identity papers that have no bearing on my ability to pay for home heating. Other utilities were satisfied with just a social security number to verify identity and credit. Having an actual copy of the social security card seems like an overreach especially since I have no control over who sees it and how it is stored within Columbia Gas.

Desired Settlement: Change the policy within the company to not require unnecessary identification requirements.

Business Response: Contacted ****** ***** regarding his complaint. He states this matter has been resolved with a supervisor at the call center.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I moved into my first home on Oct 22, 2013. Several days before, I called Columbia Gas to have service transferred from my apartment to my new home. When I moved in, the gas was shut off. I called CG and they said I needed to scheduled a date to have the gas turned on. They stated that it would take 5 business days for someone to come out. I sat in my home for a week with no heat, hot water or stove. Someone finally came out and discovered a small leak near the meter. They came out the next day to dig up my yard and fix the leak. They completed an inspection, turned my gas on and said I was good to go.I hadn't received a gas bill by Dec. 18th. Wanting to do the right thing, I called CG on the 18th at 2:49pm to find out why. They stated that I never opened an account and the gas should not even be turned on for the house. I explained that I transferred my service and someone came out to turn the gas on. The representative stated that she would send someone out to take care of the meter. I advised that I would be leaving at 5pm and she stated someone would be out by 4pm. Nobody ever showed up. Later that night, a representative called me telling me that a tech was on his way to remove my meter to be investigated for theft and fraud. She stated I would not have service until the investigation was complete.I have AGAIN been sitting in my house in sub-freezing temps with no heat, hot water or stove, one week before Christmas. They told me the investigation would be complete on Dec 20th and I could call to work out a payment and service would be reinstated. I called twice on the 20th and they just keep telling me to call back later. I have gotten nowhere. CG is solely to blame for this ridiculous situation, yet I am the one being punished by taking showers in ice cold water and constantly being wrapped in blankets. My family coming into town and is supposed to spend Christmas Eve and day with me in my first home. I can't cook them dinner and we will probably have to open presents in a hotel room.

Desired Settlement: I just want my gas service turned back on ASAP so my family and I can enjoy Christmas. I honestly don't think it will be restored by then, so I believe that CG should formally apoligize for the emotional and physical distress that they have put me through. Someone should also be held accountable for the error that lead to this ludacris situation. Again, CG is 100% responsible for the error and I should not have to be going through this.

Business Response:

******* *****
 **** ******** **
******** ** *****
******** ***
 
 
Records show service was disconnected 10-14-13 for the previous customer ****** *****.  Since the meter was outside we were able to shut service off at the meter and obtain the reading of 5206.
*** ***** contacted us 10-23-13 to connect service. We went out to the residence on 10-30-13 but could not get access inside the home so service could not be connected. We did detect leakage at the riser at the foundation of the home.  The repairs were completed on 10-31-13. 
Our meter reader read the meter on 12-3-13 and the reading was 5305.  We sent out an order to investigate the usage. We found the gas on so the meter was pulled on 12-18-13 for unauthorized usage.  The reading was 5368. 
The customer was billed $145.34 for the gas used.  The customer was quoted to pay $145.34 for the gas used, $88 investigation fee and $73 security deposit totaling $306.34.  He made the payment 12-23-13 and an order was taken to turn service on 12-30-13. 
There is no record the service was turned on when the work was completed, but I cannot say for sure if they did or didnt.   We voided the $88 fee and we did not bill him the security deposit. 
We called *** ***** and rescheduled his order for 12-27-13.  I called and left message for him to contact me to see if we can get the service connected sooner.
 
Thank you

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been living at my address for three years, with constant gas service from Columbia Gas. In the spring of this year, I was unable to pay my bill in full for a couple months. In September, I was finally able to pay the balance in full, after which I noticed my account summary page online wasn't posting new bills. I do all of my transactions online and never saw a notice on my online account summary about disconnection. After paying my balance, service continued as usual however so I thought all was well. Today, December 12, 2013 my gas was shut off without notice. I called to try to figure out what was going on and they told me my account had been closed and my gas had been shut off since August 6, 2013. A Columbia Gas representative had never once been to my house to disconnect my service, as made apparent by uninterrupted gas service since the supposed disconnect over 4 months earlier. Furthermore, I was treated with utter contempt by customer service representative "*****" who hung up on me and consumer relations analyst, *****. Even though the temperature is in the upper teens today, they told me they couldn't resolve this situation in any other way but to take my meter, perform an investigation, and for me to call back next Tuesday to see whether or not I can even get my gas service turned back on. It is ludicrous to me that my gas was never shut off, then I am blamed and punished in the middle of December for a mistake and/or miscommunication that was made on their end over 4 months prior to today.

Desired Settlement: I want the proper parties to be held accountable for incorrectly reporting that I had been notified of my account disconnect and for not disconnecting my gas when they reported that they had. I also would like compensation for the multiple heaters that had to be purchased and the emotional distress of having no heat or hot water in the middle of December with temperatures in the teens and twenties for 6 days.

Consumer Response: From: ******* ****** ********************************* 
Sent: Monday, December 16, 2013 10:19 AM
To: disputeresolution@columbus-ohbbb.org
Subject: Complaint #*******

This message is in reply to ***** ******* regarding complaint #*******.

I'm writing to inform the BBB that this situation was finally resolved. I spent several hours on the phone Friday with customer service until one of the supervisors stepped up and made it happen. We have gas on again, so I am happy, though I still feel insulted for the way I was treated by the majority of the customer service reps that I spoke with during this ordeal.  

Thank you,
******* ******

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife and two kids are supposed yo move with me into our new home in Avon, OH tomorrow. However, the previous homeowner tried to transfer utilities and Columbia took it upon themselves to shut off the valve to our home. I called as soon as we closed to transfer and they said it was too late and we had to wait 12 days before it can be restored. 12 day lead time to turn a valve!!! We are stuck with no heat, no hot water, no drove and no gas fireplace for 12 days and all we are getting is a, sorry that's just our policy. 12 days is not acceptable for a vital supply line to your home. It will literally take under 5 minutes to turn a valve. This is supposed to be a happy moment for our family and instead its a cold logistics nightmare. I just don't think its fair we cannot choose our supplier, and this company gets a regional monopoly that could care less about its freezing customers.

Desired Settlement: Turn on our gas Please! Its as simple as turning a valve. We will pay extra to be able to be together as a family without broken pipes or cold water and air

Business Response: The previous property owner called 11/14/2013 and requested the gas service be turned off out of her name. The order was scheduled and completed on 11/22/2013. Mr. ********* called 11/23/2013 and requested gas service be established in his name. Per Guidelines, connect orders are scheduled 5 business days out. This connect order was completed on 11/26/2013 Customer Relations

Consumer Response: I would like to hear the message if it is recorded, because the previous owner swears she did not ask them to shut off service, only to transfer into the new homeowners name on 11/20/13. On top of that, why would Columbia not for the sake of good customer service do one of the following: A) Call to ask who the house is being transferred into (since they know it is a 5 business day lead-time). or B) Let the gas run an extra day to give the new homeowner a chance to make the call. (Like water & electric did) On top of it all we were told there was absolutely no possible way to move the timeline up before Thanksgiving. It only took a call to the fire department to see if they had any connections before we could get someone else out and magically someone was available to come out a week earlier so we didn't have to wait 13 days. We kept the house warm enough for 4 days we were in the house with no hot water / gas heat / or gas range trying to heat a 2500 sq/ft home with a few small electric heaters in the middle of a winter storm. The only response I received was "Sorry, but it's our standard to take 5 business days (13 real days) and we are really busy, you'll just have to winterize your home and go find somewhere else to live."  Is it too much to ask to look into doing something to expedite services in the winter time. My biggest complaint is that we are forced to use a service that we do not want because our lawmakers have allowed a regional monopoly. When there is no other competitors in an area there is no sense of urgency or competition to assist homeowners who are stuck between a rock and a hard place. I just don't understand why it is not considered more of an "emergency". Not having natural gas in the only home you can live in with a family of four is more than just a minor inconvenience for a 13 day time period.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Today is Friday November 15th, 2013. When I got home there was a notice from ColumbiaGas letting me know that my service had been disconnected. Granted my bill was behind, I take responsibility for that. As I read my notice it said that, among other things, to schedule a reconnection I had to call...ok, fine I've done that before, but that time the technician showed up at almost 10 p.m. but I digress. To schedule a same-day reconnection you had to call with a payment receipt number, AND before 12:30 p.m. Monday through Friday. Otherwise reconnection will be scheduled for their next regular working day. I arrived home at almost 6 p.m. so there goes my chance of scheduling my reconnection. I think it is absolutely absurdly ridiculous that they think it's a good idea to cut off someone's gas on a Friday when they can't schedule reconnection until the following Monday. A Thursday would make more sense to be the cut-off day for disconnection because it gives the customer a day to call and schedule a reconnection. Now I have to go the rest of tonight, all day Saturday, all day Sunday, and however long it takes for a technician to come out Monday- if it's anything like last time I won't be taking a shower until Tuesday evening. I don't have a single word to sum up all the ways I feel about this situation right now. I'm going 2 1/2 days without gas and 3days, possibly 4, without a shower; I cannot cook, stay warm, take a shower, or do my laundry because of a Friday disconnection.

Desired Settlement: Since I will not be paying my bill now until tomorrow and not getting service until Monday, that means I will be paying a reconnection fee. At this point, after my experience last time and now this, I do not feel I should have to pay a reconnection fee NOR a security deposit if they feel I should pay one. If I am already going to be paying my past due and current amount among dealing with all the above, I feel it is only right that they waive those extra fees.

Business Response: As a one time courtesy, the security deposit of $96.00 will be waived this time. In the future, if the account is turned off due to collection activity a security deposit and reconnect fee will be required.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 12/15/13 my realtor missed a call-ahead (to begin new service) from Columbia Gas of Ohio (CGO). Because the property in question is in HUDs name, the realtor must be present at any point when the property is occupied. Based on the initial CGO phone confirmation, my realtor was under the impression she would receive a second phone call. Upon calling back the company said we could only re-schedule because she missed the call. She was told, via CGO phone confirmation the day before, she would receive a second call. She never did. I then called to re-schedule for 11/22/13. I received a CGO phone confirmation also and it also stated I would receive 1 half hour call ahead and a second if that call was missed. At 4pm on 11/22/13 I phone CGO to inquire about the phone call. The CGO representative stated I was called at 11:27AM. I never received this call or a second call, that has been promised twice. At this point I had to re-schedule AGAIN, the night before a major holiday when I will be out of town with family, and must ask HUD for yet another extension to have my utilities turned on in a house that I don't own yet. I must close, per HUD, on 12/6/13 or pay a $375 penalty.

Desired Settlement: I would like to schedule a SPECIFIC time for a CGO representative to come out to turn the gas on in our new home AND receive BOTH call-ahead phone calls as was advertised in the automated confirm phone call that my realtor and I both never received.

Business Response: A SERVICE TECHNICIAN WENT TO THIS ADDRESS ON NOVEMBER 26, 2013 TO  
WORK THE CONNECT ORDER. AT THAT TIME, A TAG WAS LEFT FOR THE       
CUSTOMER ADVISING OF HOUSE LINE LEAKAGE AND OTHER REPAIRS THAT     
NEEDED TO BE FIXED PRIOR TO CONNECTING THE SERVICE. TRIED CONTACTING
THE CUSTOMER TODAY TO SEE IF REPAIRS HAVE BEEN MADE IN ORDER TO    
RESCHEDULE THE CONNECT ORDER. LEFT A MESSAGE FOR THE CUSTOMER TO   
RETURN MY CALL.
                                                    

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. Upon closing our residence on 12/6, we will be assessing and fixing what needs to be repaired, and will call CGO upon completion. CGO was very helpful to give me a direct phone number to use when the repairs are complete. Thank you so much for your support.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been working with Columbia Gas New Business (Ohio) since June 2013 to get gas service to a building that at one time had gas service from Columbia Gas. In June or early July, they sent people out to determine how to get new gas lines to the building. They gave themselves a three-month window to get new gas lines to the house and hook up the meters. The date they gave me was October 31, 2013. In July, August, and September every time I called I was assured that progress was underway and that the work would be completed in the time frame given. When I called in early October I was told that they had finally received the city permit and the job was given to one of their contractors to complete and that we were on schedule. Even through October 30, 2013 I was assured that it only took 1 day of work to complete 100 feet of main line and that we were on schedule for an October 31, 2013 finish. Beginning in November 2013, I was given every excuse in the book: a. oh, the city was holding up the permit (they had forgotten that they told me they had the permit by October 1), b. there were emergencies so my job was being bumped (they have since denied giving me this excuse). c. it's not new business I should be talking to, but rather customer service - this was a 50 minute call where I was transferred back and forth because no one knew what to do. d. the person I was originally working with was transferred to a different department. e. The person that had all the answers was "in a meeting" and the person I was speaking to was unable to locate him for a number of days. f. The crew that is supposed to be doing my job is stuck on a difficult job in Hilliard, and they have no idea when they're going to be able to come out. It is now November 12, 27 degrees outside, snow on the ground and I have two tenants without any gas for their gas furnaces or gas water heaters. One tenant has been in since May 2013, and the other since June 2013.

Desired Settlement: Since there is no competitor to turn to, I would like Columbia Gas to come out and do the work that they had promised to do by October 31, 2013. In the meanwhile, I would like them to provide electric space heaters to my tenants so that they do not freeze to death.I would like these heaters today, if possible.

Business Response: The New Business Representative spoke to the customer on November 19th and advised that she has been working with Construction services to get the work completed. The customer was advised of the time line required to get the work completed. An order has been placed to turn the gas service on by November 22nd.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/29/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for automatic bill pay through the Columbia Gas website. Automatic bill pay would not go into effect until 1 bill after the next bill. When I tried to pay the next bill online using one time bill payment (the bill before automatic bill pay would start), it would not allow me to make a payment. Instead I was told I had to make a payment over the phone for an additional charge of $2.45.

Desired Settlement: I want my $2.45 refunded, as well as refund for time wasted going through the Columbia Gas phone system trying to get this issue resolved.

Business Response:

I have credited Mr ******'s account $3.00.  I realize it was inconvenient that the website would not accept his payment, but there were other options that our customer service representative should have been suggested.  Most banks now have direct bill pay options at no charge.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/27/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I pay my bills online. My columbia gas in on a percent of income payment plan since I'm on disability and a fixed budget. I get $862 a month. My gas payment every month is $53.00. This month they charged me the entire balance of $1216.16 instead of the $53.00 I authorized to be paid. I had to stop payment at the bank because columbia gas said they couldn't stop it. The bank told me they would waive the $33 stop payment charge if columbia gas sent them a statement explaining what happened but columbia gas refused. I now have a not sufficient funds charge because I didn't have the $1216.16 in the bank even though I tried to stop the payment before it went through because I did not authorize that amount to be charged.

Desired Settlement: I would like the stop payment charge and the NSF charge both credited back to my account. This was their system glitch not my fault and I don't think I should be charged for their mistake. I can barely squeak by on the income I have every month.

Business Response: Records show *** ******* was on our PIP payment plan for $53. 00.  The payment plan cancelled on 10-7-13 because she failed to reverify her income with the agency.  When her account billed on 10-17-13 the pland was cancelled and the total account balance was due with a termination notice.  

*** ******* made payment via the website and not realizing the payment plan cancelled she paid the total balance on the account, $1216.16.   This was not a Columbia Gas error, however due to the error we did not charge the customer a returned check fee when the payment was returned. 
*** ******* still is not on the PIP payment plan.  Please advise her to make an appt. with the agency to get her income reverified so she can get back on the payment plan.
 
Thank you
  
********* *****

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: 9800081

I am rejecting this response because:
Being on the PIP program has nothing to do with this error. I have already submitted my PIP reverifaction and am waiting for it to be processed. I was previously paying $53.00 a month. I entered that amount in to be paid. The confirmation screen also showed me the payment would be processed for $53.00. However, it was processed for the entire balance of $1216 instead. I called that same minute to have it cancelled and let them know about the computer error. This was their system's mistake, not mine. I need them to submit a letter to my bank letting them know their system caused the issue. 


Regards,

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

Business Response: Per records on 11-19-13 we went through the Web log and found the customer did a 1 time payment for the account balance.  I show a letter was sent to ****** ******** bank on 11-12-13.  However if the customer will provide the the fax # I will send them a letter asking they will void the fee.

 
Thank you  

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:

It showed me the $53.00 on the confirmation page. I have contacted my bank and it is still pending and not in their system. They need a fax from your company explaining the issue. Please get that to them. The fax number is********** att: ****** ******** **** Customer Service. Thank you. 

Regards,

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


Business Response: I sent a fax at 3:50

 
Thank you
 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/26/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: June 2013 I came home from out of town and my service was off. I phoned Columbia Gas to pay my bill; I paid the bill in full, within 48 hours my service was reconnected. On 6 Nov 2013 I receive a notice from Columbia Gas informing me my meter was taken. Unauthorized use of gas and/illegal tampering with meter. I immediately phoned Columbia Gas to receive clarification on the notice. I spoke with a Customer Service Agent; she did not have any documentation on my account about the meter being removed. I was placed on hold to further review my account, after reviewing my account further the agent informed me my service was never turned on by Columbia Gas Ohio June 2013. I explained to the agent I paid my bill in full in order for my service to be reconnected. I had no interest in tampering with the meter to receive service because I paid the bill in full. The agent insisted that I turned my gas service on without the assistance of Columbia Gas Ohio. Again I explained to the agent this was not possible, I paid the bill in full and it would be absurd for me to try an obtain service illegally. The agent begins to say Columbia Gas tried to reach me on several occasions via telephone, I told the agent I have never received a call or message from Columbia Gas Ohio. I then asked to speak with a supervisor; I was placed on hold for several minutes before a supervisor came to the phone. I explained the issue with the supervisor; she gave me the same information as the CSA. In order for the issue to be fixed it would have to be investigated. I explained to her that this issue is the fault of a Columbia Gas Ohio representative. I should not be held accountable for their companys mistake because the agent who turned my gas on did not document the reconnection. Columbia Gas Ohio claims I received illegal gas service since June 2013, this allegation is preposterous. I never received any communication from Columbia Gas Ohio to try an rectify the issue. This act of strong arming should be illegal, Columbia Gas Ohio has taken my meter without any efforts to contact me, and therefore I must suffer at their negligence. Columbia Gas Ohio is the only gas source in the state and monopolies this and practice unethical tactics on its customers.

Desired Settlement: Immediately return my meter and restore my service. Admit Columbia Gas Ohio made a mistake by sending an apology letter. No termination fee, reconnect fee or another outlandish fee. I will pay my bill current, in order for service to be restored

Business Response: Mr ********s service was turned off at the outside meter on 6/24/13 for non-payment. He contacted Columbia on 7/8/2013 to see what he needed to pay to restore service, and was advised $483.38. On 7/10 the customer had made pmnt of $483.38, and due to gas being of over 10 days, his reconnect was scheduled for 7/16/2013. The order was never completed, according to company records, and the customer was called twice to reschedule on 7/26 and 8/1. Both calls were unanswered, but messages were left on voicemail, with no returned calls. Meter reading on 6/24 was 9655, and remained so with the 7/24, 8/22, and 9/23 readings. When the meter was read on 10/22/13, the meter was read at 9666. An investigation was worked on 11/6/2013, at which time the service tech found that the meter valve was on. He turned off, and pulled the meter, and the customer was billed for the 39 ccf unauthorized use. In order to restore service, the customer needs to pay his gas account balance $70.53, plus our $88 investigation fee = $158.53. Once that is paid and receipt information called into customer service, we will schedule an order to set a meter and restore service. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently went to my house and notice the gas was turned off. I don't live at the house so i didnt know it was turned off. Wondering why i called up and they said i didnt make a payment thats why it was turned off. I was calling about the billing because i never recieved a bill and before they were sending it to the wrong address. I corrected it in June and found out it was paid in full and don't have a bill but if i wanted it to be turned on i had to pay the reconnection fee. When i made the full payment in June i wasnt told to pay that nor should i because they werre sending the bill to the wrong place. I talked to the manager at that timer wouldnt listen to a word i said and kept repeating herself. Everything i said she was countering back you had this many months to pay it well theres is NOOOOO BILLL so how do i pay a bill when theres none!!!! all it is is a bill for reconnection which i never was told about in June when i paid it in full!!! The lady on the phone didnt want to hear me complain about it kept interupting me and talking over me just getting me more mad. She escalated the situation by interupting and cutting me off repeatly and then she hung up on me!!! This is your manager she hung up on me and if you listen to the recording i never sweared at her or threating her she just didnt want to hear about it anymore and hung up on me. This is unaaceptable!! how are you gonna get anything done by hanging up on a customer like that. I called back and talked to a sweet lady who understood my situation let me explain and not interupt me like the manager did she actually cared and was repectful and talked to me like a human being. Because of her i paid the bill because she knew how to handle the situation like a professional. The lady i spoked to should be the one representing your company not some arrogant lady who doesnt care what you have to say and argues with you the whole time. I don't have time nor did i called to argue with someone. She shouldnt be a manger she is rude in every way.

Desired Settlement: I would like you guys to listen to the conversation and see how she interupted me and talked down to me. i never swore at her plus the bill for reconnection fee is bogus because i paid the bill in full and expected it to be turned on then they never mention to me a reconnection fee!!!! if you look you'll see the bill is paid off in june and nothing happen thats because there was never a reconnection fee till now. I want her the manger to call and apoligize to me personally on the phone

Business Response: I LISTENED TO BOTH CALLS TO CUSTOMER SERVICE ON 10/31/13, AND ALTHOUGH THERE MAY HAVE BEEN A BETTER WAY TO GET THE INFORMATION ACCROSS TO THE CUSTOMER, ONCE HE LOST HIS PATIENCE, NOTHING THE FIRST REPRESENTATIVE COULD SAY WAS GETTING THE INFORMATION THROUGH TO THE CUSTOMER. BOTH PARTIES WERE GUILTY OF INTERRUPTING THE OTHER. I WILL HAVE HER SUPERVISOR REVIEW THE CALL WITH HER, AND USE AS A TEACHING OPPORTUNITY. I WILL APOLOGIZE, AS DID THE SECOND CUSTOMER SERVICE REPRESENTATIVE, FOR ANY BAD FEELINGS HE HAS TOWARD THE FIRST REPRESENTATIVE. THE RECONNECTION FEE WILL NOT BE WAIVED, AS SERVICE WAS TERMINATED FOR NON-PAYMENT, AND THE NOTICE LEFT AT THE PROPERTY ADVISED OF THE FEE.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My heat has been off at my house for over a month now. Columbia Gas turned it off due to "returned mail". It was later scheduled to be turned back on. However, I (nor my fiance) ever received calls from the technicians but were told that they tried contacting us twice. We have a 3-year-old son in the house. It is in the middle of November with temperatures never exceeding 20 degrees at night. We are having to use every source of heat (space heaters, dryer, oven) that we can to keep the house warm. No customer service rep or supervisor at this business seems to want to help. We've been told 4-5 times that we'd receive a call (and was even told by a tech. that he would be right back) and nothing was ever done. This is a horrid company who needs to be shut down. They show no mercy for my son, let alone my family. This company will be lucky if they don't receive a lawsuit filed on them from me.

Desired Settlement: I would like a technician at my house in the next 24 hours to turn my heat on.

Consumer Response:

From: *** ********* ***************************
Sent: Thursday, November 21, 2013 1:15 PM
To: disputeresolution@columbus-ohbbb.org
Subject: ** * ******* *** *******

 

  Good Afternoon, ***

 

The complaint I submitted has now been resolved and no longer needs attention. Thank you so much for your help. Have a wonderful Thanksgiving!

 

  Sincerely,

 ****** *******

Business Response:

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

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

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

 

Gas service was re-established on 11/19/2013 at 7:53pm.

Customer Relations

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/18/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had my Gas Bill switched back over to my apartment complex at the end of October. My billing date normally ends on the 25th of each month, then I planned on paying out the rest of my bill (5 days) extra without issue. When I get the bill, I notice it costs just as much as it did for a whole month's cost of gas. Looking at the bill, they charged a flat fee of 17.81 for Fixed monthly delivery charge. When I called them they cannot prorate this fee as it is standard across their company whether I have a 1 day billing cycle or a 30 day billing cycle. I found it to be ridiculous that this charge is not prorated to 1/5 the price of the bill. I didn't even live in my apartment those last 5 days and my actual usage based charges is $0.07! I strictly am paying for the delivery fee and taxes.

Desired Settlement: I would like to be prorated for my bill specifically the Fixed Monthly Delivery Charge (17.81) and for the Infrastructure Replacement Program Rider (4.71).

Business Response: The customer service charge covers COH’s fixed costs for meter reading, billing and other services the company provides that are not related to gas usage or the number of days in the billing period. COH incurs the same fixed costs every time it prepares a customer bill, so those charges will appear on each bill regardless if the billing is less than a month to cover the full cost of service. The ability for COH to charge the full amount of the customer charge is provided within the company’s tariff issued by the Public Utility Commission of Ohio. Customer Relations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My name is ***** *****, I am my mother's Power of Attourney and have been handeling her bills since July of 2012, when she was placed in a nursing home. I received a high gas bill two months ago, no one lives there, so I knew something was wrong. I called Columbia Gas and they went to the home and reported a gas leak. They asked me to have it fixed and I promptly did so. The man I hired suggested leaving the gas on becasue the 100 year old broiler is hard to light, and said this would save us all another trip out, plus my mother has an acting account and they could just charge us for the gas used.I called back to have it rechecked, telling Columbis Gas that we did in fact leave it running. They sent someone out and never called me back. When I finally called them a service rep could not give me any info and recommend I talk to a tech, she would have a tech call me. A tech did call me only to have all the wron info about the leak, when I asked him to please have someone call me back, he rudely stated that was not his job and hung up on me. I then had to call Columbia Gas back and wait on hold for a long period of time, as I always have, only to find out Columbia Gas has taken the meter from my mothers home, and put the account under investigation with penalization charges pending. I was then told by the manager she would return my call, after 6 days I called back because she did not follow up. She informed me My mother owed $88 for the investigation, over $100.00 to start the account back up and over $50.00 for the unauthorized gas usage. I asked her to please do something to lift these charges, as I would happily pay for the gas, but felt all the penalty charges were completely unneccesray, since I was upfront Ithe gas was left on and since MY MOTHER HAS HELD THIS ACCOUNT WITH COLUMBIA GAS SINCE 1977!!!!! She said she would not go up the ladder of management for me, nor could she help me futher. My plan is continue this fight with Columbia Gas even if it becomes litigous.

Desired Settlement: I will be glad to pay for the gas used during the time it was between the repair man leaving it on and Columbia gas coming back out to recheck the gas. The other charges seem ludicrous. The fact my mother has held this account since 1977 should mean something to Columbia Gas!

Business Response: I spoke with Mrs *****'s daughter, ****** *****-*****, advised her that I have waived the $88 investigation fee, and I scheduled to have service restored on 11/11/2013. That was the next available date, and since no one is living in the home at this time, ****** said this was not a problem. Please do not hesitate to contact me if I can be of further assistance.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company does not notify owner when they come to turn on gas at a property but end up not turning on due to gas leak or a similar issue. Every time I have them go into a property using a lock box to turn on gas they end up not turning it on and I find out weeks later. Never receive a phone call or letter so I am under the impression I have gas service at a property when I do not. And then I finally realize I have no gas at said location when I call the gas company they can't even tell me exactly why they didn't connect or anything just that there was an issue which is not helpful in rectifying the situation.

Desired Settlement: I would love to see a simple phone call or letter that says "We could not turn on service at 123 Main St because there was a leak detected in the line."

Business Response: I looked at the executed orders for 185 ******* Lane, and don't see that we have completed any onsite work since 2012. Perhaps this complaint is in regards to another of Ms ******'s properties. I do apologize for any inconvenience, but all information regarding any leak or red tag issues are written on a tag by the service tech, and left at the property. Due to the high number of work orders, especially this time of year, we do not call customers to advise if service is on or left off for leak or other issues. Again my apologies for any inconvenience, and please do not hesitate to contact me if I can be of further assistance.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Prior to taking ownership of my newly built home on 10/17/13, I made contact with Columbia Gas concerning the gas service. I have been a satisfied customer of Columbia Gas since 2004. I wanted to make sure the gas meter was read prior to taking ownership of the house since the builder may have had a higher level of gas usage than I would during construction. After having to call two separate numbers, I was advised to call Columbia Gas with the meter reading since they would not be sending anyone out to do so. I thought this was odd since they were closing out one account (the builder) and opening up another (mine) but I figured this happens all of the time. I called in on 10/18/13 as I had been instructed and provided them the CCF reading of 15 from the meter. They seemed like this was unnecessary and told me the meter had been read on 10/17/13 anyway. Again I thought this was odd since they had specifically told me that was not going to happen and I was upset I had wasted time doing so. However, when I received my bill, it showed an estimated reading of 3 from 10/17/13. Knowing this was not accurate, I called them immediately to address the issue. After going through the hold tumbler twice in their system, I asked for a supervisor. Against my better judgment, I explained the situation again to a second CSR (not the supervisor I asked for). The CSR told me the issue would be forwarded for review. I asked her how long this would take and she said up to a week. I asked her what to do about my bill which is due soon and she told me I could call back if I did not hear anything. I have already spent more time on the phone than I would like concerning this issue. All I want is my bill adjusted from the 23 CCF used to 8 CCF used since a reading was taken on 10/24/13 which was 26 CCF. I do not think this is much to ask since I did everything Columbia Gas asked me to do to avoid this situation. I do not wish to pay for a portion of the builder's gas usage.

Desired Settlement: Please adjust my CCF usage for my bill from 23 to 8 and adjust my bill accordingly. Feel free to bill the builder, Schottenstein Homes, for the other portion since it should have been billed to them in the first place, not me.

Business Response:

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

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

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

Because the account has already billed, I am unable to adjust the connect read to . However, what I have done is to credit ** *********s account $8.00, This is based on the connect read being 0015, not 0003...a difference of 12 ccf.

I apologize that this wasn't handled when he called our customer service center. They did e-mail the information to the "adjustment team", but I have taken care of this today.

Betsy

Columbia Gas of Ohio

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/1/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have called Columbus gas on multiple occasions because I have been trying to access my bill online to see what the amount due is. Each time I log in, it keeps showing a "0" balance, and I discover that Columbus Gas has not updated my account to reflect my new account that was opened up in Jan. When I call, I am typically told I have to pay some amount between $80-100/month, and my payments would be $35. I make the payment, then no statements or anything received from Columbus gas via e-mail, and no information made available online. In April when called because it did not show up, I was told I had to pay $85. The amount magically went from $35 to $85, they stated because I did not make a payment. I guess the prior amount went to magical fairies.I again made the payment of around $85 and was told my payments would be $45/month. Again, the account was NEVER made available for me online to access to view my account. I called Columbia Gas last week to get my account number, again, to add to the mycheckfree.com system because Columbia Gas feels the need to keep my bill a secret from me from my online account with them.I told the rep that I wanted to make a payment, but I needed the account info so I could make that payment. When I added it to the mycheckfree.com system, they did not make any statement available to me, so I could not make a payment. Over the weekend, I received a statement stating I owed $300. When called, Columbia Gas claims I never called because no rep made a note on my account showing that I called stating I needed the account number so I could make a payment. Apparently I spoke to my invisible friend who was pretending to work for Columbia Gas and was able to give me the accurate account number. Columbia Gas is refusing to honor it and now states I have to pay $82..again, the amount I have to pay magically went up, they refuse to accept that I called last week wanting to make a payment and stating it's my fault I didn't pay despite giving proof that I was tryn.

Desired Settlement: Honor the $45! I called, why is it my fault the rep who spoke to me last week did not do their job and make notes that I called. Why is it my fault the rep felt the need to keep it a secret there was a balance that was due in a couple days, when I stated I needed the account number so I could get it in the checkfree system so I could make a payment? Why is it my fault because Columbia Gas did not send any statement reflecting this magical amount that was due? Fix the problem, stop telling me

Business Response: Spoke to the customer to advise the grad pip payment plan has been reset. He will need to pay $37.34 by June 13, 2013. The payment will be $49.00 per month.

Consumer Response: They did not address the employee who failed to do their job and make notes when I called for account number.  They did not address the fact that I had called for the purposes of making a payment.  They did not address the fact that even when I called which created this complaint in the first place, they did not take payment.  The fact still stands they again are charging me above and beyond the agreed amount of $45-49.  Due to the failure of the "supervisor" conversation where I even told them I would make the $45 that day on the phone, they didn't take the payment.  I made the payment a few days later.  Again, there is a magic extra amount added to the amount they wanted.  This isn't a resolution, this is them getting exactly what they wanted, them not taking responsibilty for their employee failing to do their jobs properly.  On top of the $45 I made the other day, they want the additional $31.  Perhaps my math is wrong, but according to my calculations, 31+45= 76, which is $27 above and beyond the monthly payment.  Apparently I'm suppose to pay them to handle this complaint too.

It also has come to my attention today that a SEPARATE account that someone had with service under my name, Columbia Gas transferred the balance of that account, which was totally separate complete with different address and account number was added to my balance to my account which is directly linked to this complaint.  Today, 5/31/2013 was the first I was made aware of this from March of 2013.  Again, there's that magic secret increase in money that they wanted.  When that person called today to make a payment on that, they were told the balance with that account number was $0 and there was no payment due.

Columbia Gas is not addressing these issues nor taking responsibility.  They are keeping their hand out demanding more than what should have ever been expected.  A true resolution would be for them to take responsibility for their actions, get rid of that extra amount they are demanding to stay on the PIPP Plus because it was their employee who failed to do her job by notifying that a payment had to be made otherwise it was going to default.  It was their employee who failed to make the notes stating that I called, clearly indicating that I needed to make a payment, and needed the account number.  It was Columbia Gas who failed to give me access to my account and statements online so I can see amounts due.  I expressed this complaint in every call since March 2013 to Columbia Gas that I was not seeing the bill.  Why was this never addressed?

Columbia Gas secretly added a balance from another account at another home, with no notification.  In addition to doing this, they allowed their collection agency to continue to send bills to that address the secondary account was in!  Columbia Gas also refused to allow me to start service at another address today when I called them as well.  I was on the phone for nearly an hour, they turned my request into a collection call for someone else that I standing by.

I will not accept any resolution from Columbia Gas until they directly address the issues created by this, and directly addressing the issues that arose today, especially that of a balance being transferred over without my knowledge, consent, or anything.


Business Response:

The graduate pip plan has been reset giving the customer the opportunity to get the balance paid in full. The customer will need to pay $53.00 before June 17, 2013 when the meter is read .  If not paid on time, the customer will owe  the $53.00 and the current monthly amount of $49.00 for a total of $102.00 when the new bill prints. Payments will need to be made on time to get the appropriate credits applied to the account.

Consumer Response: BBB NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint.  BBB Complaint Acceptance guidelines do not allow your BBB to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process.  

We have closed the duplicate complaint and copied the additional information submitted and manually posted it to the original complaint case below. Based upon this new information we are resuming BBB Dispute Resolution Services. We appreciate the patience and understanding of the parties.   

Consumer’s Additional Information Concerning His Original Complaint:

Columbia Gas is nothing more than Domestic terrorists. They do whatever they want, without regulations or caring of any individuals. This is my second complaint filing against Columbia Gas as they made absolutely 0% effort to address the issues. They also refuse to negotiate, like any typical terrorist. They will simply respond with the same demands, but reword it to make it sound they are trying to work with you.For the past several months, Columbia Gas has had full knowledge I am paid once a month. They have choosen to pick my due date to be on or before the normal pay date when check arrives in the mail. If it's late, it's my fault per their actions. The amount due magically doubles that they demand or gas will be shut off, then a 25% higher monthly payment is demanded. I did this several times.They also took a balance from a home I have never lived in, tacked it onto my bill without even telling me and immediately started sending me disconnect notices demanding payment within 10 days on a home I never once lived in.Since my last filing complaint, i have kept my payments of $55 per month, Columbia Gas shut my gas off anyways. Knowing full well that I can't access my account on their site, despite requesting MANY MANY MANY times for this to be fixed, they never once fixed it. They also canceled my e-bill service, will full knowledge that is the only way I have paid my bill.I have kept my payments of $55 every month, yet my gas sits here off. I have a child going into foster home now because of not being able to heat the home. Columbia Gas sent me a letter saying they were willing to "work with me" for a simple payment of $175, completely ignoring the fact I have kept my payment arrangement all along.Their actions, again, are nothing more than domestic terrorism refusing to work with anyone and doing whatever they want, making whatever demands they wish, and keeping everything unreasonable to the normal working person.

Consumer’s New Desired Resolution:
FIX IT

Business Response: The customer will need to pay a $52.00 reconnect fee to restore service. He will need to contact customer service at 1-800-344-4077 with his paid receipt. At that time an order can be taken per order scheduling.

Consumer Response: I am rejecting this response because: You can clearly see that they are refusing everything as a typical terrorist would.  Despite keeping with the payment plan, they shut my gas off.  Now they are holding their hands out demanding money for something that should have never happened in the first place.  You'll also clearly see that they are failing to address ANYTHING submitted in the complaint, only making more demands for money.  They have received the $55 EVERY month per my payment arrangement set on the original complaint.


































BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called columbia gas 3 weeks ago and set up a payment plan to pay my gas bill on the 16th of the month, the columbia gas representative told me that the payment was due on the 16th of October and when I went up to pay it on the 16th they shut it off that morning before I could get there to pay it after work. I was at the bill pay place to pay when my husband called me and told me that they turned my service off the day that it was due. I feel that I was done wrong because I was told that I had til the end of the business day on the 16th of the month and they turned my gas off on the day that I had til the end of the day to pay it. I had this issue with the gas company about a month before when I paid my gas bill and they sent a tech out to turn off my services 3 days after I had paid my bill. The instance that just took place yesterday I call columbia gas to find out why they turned off my services when I had til the end of business day and they said that they had it in their system on the 15th when the rep told me the 16th. They told me that I would either have to pay the reconnection fee or wait for my call to be reviewed so not having the money to pay the reconnect fee I have to wait for a call review while freezing because its very cold outside and not having hot water. I have 2 small children in the house and its unlawful for them to turn off the gas when its cold outside. It has been almost 24 hours and I called the gas company and my call still has not been reviewed they told me that it would be sometime today but didnt know if it would be before they could send a tech out to turn my gas back on. I need this taken care of since I cant get any kind of assistance from the gas company at all.

Desired Settlement: I want the reconnection fee waived and my gas restored the same day that I go up and make the payment.

Business Response: Reviewed call from 9/26/2013. The Customer Service Representative advised Mrs. Powell to pay $183.00 by 10/15/2013 and call back with receipt number to avoid disconnection on or after 10/16/2013. Mrs. Powell called the PUCO and was advised to pay $91.00 and the $52.00 reconnect fee would be billed. Gas service was restored 10/17/2013 at 3:53pm. Customer Relations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 10/2/13, our restaurant had a gas leak around 3pm, so I called Columbia gas of ohio to test it, and they came in 30 minutes to test it and shut off. I called plumber to check for the leak and fixed the leak. At 7:40 p.m., I called them come to restore for my service, they said they are running till midnight, and they will call me 30 minutes ahead and let me known they will be coming. So I said okay, that fine. But, more than 4 hours have passed, I still have not heard anything back from them. I called 2 times, and they said the technician are take care of the priority ones first, that is fine, why they didn't call me and let me know it will take that long, so I don't have to act a fool sitting in the restaurant by myself for the past 5 hours, this is not a good service, this is not how they should treat their customers. Even they are a big company, they shouldn't treat their customers like this.

Desired Settlement: I am request them to write an apologize letter to me and to better service their customers. They shouldn't let their customers wait for that long. Absolute Not !!!!

Business Response: I apologize that Ms. *** was inconvenienced waiting for his service to be reconnected.   This is an extremely busy time of year with the weather getting colder.  Typically when a customer has a gas leak that has been repaired, during the non heating season, procedure to turn service back on is the next business day.   During the winter heating season we will come out the same day to restore after repairs.  We were trying to get the service turned back on for the customer as soon as possible because it is a restaurant.  It may have taken the technician longer that expected to get back to the restaurant as he had other customers that were ahead of Mr. ***, that were waiting to get their gas turned on also. The winter heating season is Nov 1 to Apr 15.  Non heating season Apr 16 to Oct 31.    Columbia gas technicians do not carry ladders on their trucks.   If the technician needs a ladder to reach the appliances, it is the customer's responsibility to provide it.         Again I apologize that the customer was inconvenienced and had to wait to have his service restored.  I will pass this information on to the appropriate department regarding notifying the customer.    Thank you

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 19 year customer of Columbia Gas. Direct pay and Property owner. 19 years ago my now ex wife set up account with columbia gas. The do not do Joint accounts so my name was listed as spouse.I am the property sole property owner. Also bill is paid directly from my personal checking account. Ex Wife canceled service with columbia gas. I did not recieve notification. Gas was turned off on a Friday afternoon Sept 20th My children and myself did not know until Sept 23rd when trying to get showers for school.I called columbia the confirmed they had shut off gas as Ex wife name was on account. They also stated I would need to create new account. Gas will be turned on next week on the the 30th as that is the earliest they can have someone stop by and remove the lock they placed on meter. I asked for a hardship allowance as we have no heat nor hot water and children living in house. They said it did not matter and supervisor ***** #****** at NiSource said that they handle all scheduling for the Columbus area and that this did not warrant a change in schedule. Basically said that as a long term paying customer and they are the only provider of our public utilities they make the rules. So not sure if Columbia Gas should think about the kind of service now provided by NiSource the owning company.

Desired Settlement: My desired outcome would be to modify policy so that others do not have to endure hardship based on a company that cannot support its customer base. A change that before they shut off the gas our utilities at the home that the homeowner is able to make arrangements to not having to go to hotel to take shower.I would like my gas turned back on immediately not being told I have to wait 10 days as they are busy.and an apology not just from NiSource but from the company I have been with for 20

Business Response: The account holder (******** *****) requested the gas service be taken out of her name. Subsequently, a ten-day disconnect notice was left with someone (notes say, "Left with Mr.") on 9/9/2013 advising of the disconnect order. The disconnect order was scheduled and completed on 9/20/2013. Mr. ***** called 9/23/2013 to request gas service in his name. Per guidelines, the order was scheduled 5 business days out 9/30/2013. The Customer Service Representative also checked with integrations to see if order could be pushed out sooner. Left message for Mr. ***** (###-###-####) advising connect order will be pushed out on Saturday, September 28th. Advised no appointment times available , the technician will work it into his schedule as he can. Left Customer Relations Hotline number if he has further questions or concerns. Customer Relations

Consumer Response: I have several reasons to reject this response. 1. No notification was left at residence when gas was shut off on friday. No letter or tag. My adult children were home on friday till 2:30 pm and I returned home from work at 3:40 at no time did anyone call my number, come to my door or post they had turned off the gas. 2. We had enough hot water that no one in residence knew the gas was off until we woke up Monday Morning to take showers before work and school. (Very Cold Shower) 3. Even with my Ex Wife name being on account I was listed as spouse on account for that residence. Bill was current and has been paid 100% from my checking account for all these years. Columbia gas continues to send letters to **** ***** Columbia Gas Customer to this address. It doesnt say to ******** ***** but **** ***** so I must be in the system as the owner of this property. 4. When I called on Monday morning to report my gas was off I was told of the issue with ******** being primary and she had moved out of her appartment and closed the account. I asked at that time why they would not have just shut off the appartments gas and changed account information on primary resident at that time. NiSource said it may have been an oversight but would set up the account in my Name. He then said I would need to prove that I was the owner of the property or pay deposit fee. I asked if he sees me on the account and I have been paying that should not have been an issue. But again was willing to be charged the deposit as I needed Gas turned on ASAP as I have kids in the house and would not have hot water or heat until set up. This is when he said they were to busy to do it until the 30th  This would leave me without Gas in my home from 20th to the 30th.  I asked that he escalate to a supervisor and have them call me so I could leave for work. He said that he would. 5. I did not receive a call back from NiSource as requested. I did wait to see on Tuesday if it was escalated and I called again on Tuesday after returning from work and still having no contact. At that point NiSource said that it was still the 30th and that it was my fault that it was off to begin with. I requested a supervisor as nights were getting colder and I wanted heat on. Once transferred to a supervisor I was told NiSource could not do anything more than the 30th and again it really didn't matter that having an account with Columbia Gas for 19 years made any difference. They were busy helping other customers and could not take the 5 min that it takes to remove the lock and turn the gas back on. 6. If you look at the Columbia gas Web sight it clearly states that for a new account please call 2 days prior to move in date so gas can be turned on. I would assume from this that they have a 2 day SLA to turn on gas for new customers. As a 19 year customer I would assume they could have sent a drive to my house and had this accomplished the same day I called.  It appears that since NiSource is now running the show for Columbia gas of Ohio that they do not value the customers they currently have. 7. My Gas is still not on and I will sit at my house all day Saturday as they may be able to stop by. Thanks Columbia Gas for all those years of good service. It is this kind of Customer Service that will give your good name a black eye. Congrats to Ni Source showing how much it cars for Columbia Gas Customers.

Business Response: The account holder (******** *****) requested the gas service be taken out of her name. Subsequently, a ten-day disconnect notice was left with someone (notes say, "Left with Mr.") on 9/9/2013 advising of the disconnect order. The disconnect order was scheduled and completed on 9/20/2013. Mr. ***** called 9/23/2013 to request gas service in his name. Per guidelines, the order was scheduled 5 business days out 9/30/2013. The Customer Service Representative also checked with integrations to see if order could be pushed out sooner.   Customer Relations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 10/9/13 Columbia Gas replaced the line from the street to my house and added a new meter. When they were finished they came in to re light the pilot light on the hot water tank. My mother was there to let them to that while I was at work. I guess they needed to test the furnace as well. The furnace has an electronic ignitor and there's is no pilot light on it. For whatever reason they couldn't get it to start. I guess they messed with the circuit breaker, the thermostat and nothing happened. They called me at work to tell me the issue. Which they told me "maybe they don't know the thermostat and that might be the reason why nothing is starting". I told I would try it when I get home. So I tried it and nothing happened. Prior to them checking the furnace we had central ac that worked all summer. So I tried the AC and nothing kicked on. I called the customer service line they were kind and listened to everything I said. I also asked to speak to a supervisor but they left at 6:30 but they would have one call first thing in the morning. They forwarded the info to a plant manager and sent a tech later that night to check the gas line to furnace. She came and checked line and turn the circuit breaker on and off and nothing. By 9am (10/10/13) I didn't receive any calls, so I called. the CSR told me that everything was forwarded to a plant manager and that usually takes 2-3 day for a response. I said my house was 66 degrees this morning and I have two kids in the house. Then around 11am a supervisor called me, I told the story again and she said she'd forwarded it to operations and suggested I call a heating guy.The ac and blower worked all the way up till they came in the house. The bottom line is two columbia gas employees came to house messed with the furnace, thermostat and circuit breaker and left with dead furnace, ac and no explanation. I'm frustrated that everything I've told them is being forwarded to another department, that a response is 2-3 day away.

Desired Settlement: Fix the furnace.. Get it running again... Step up and do what's right.

Consumer Response: Hello- When I wrote the complaint yesterday I mistaking put the wrong dates. It first occurred on 10/8/13 not 10/9/13. The was also a date on it that said I contacted them the next day 10/10/13, but it was actually 10/9/13. I'm sorry, I've an frustrated and mixed up the dates. Thank you,

Consumer Response: Hello- I see no reason to to take any more action on this complaint. Out of desperation, and the temperatures dropping, I looked at my furnace. I found the problem. A little purple 3 amp fuse was blown on the furnaces circuit board. Probably when the columbia gas employee tried resetting my furnace by switching the circuit breaker on and off. I replaced that fuse and all of a sudden started to work like it did before the workers came into my house and messed with it. Imagine that, I fixed it myself. If columbia gas just would sent someone out to look at it all of this could have been avoided. But to quote one of their "supervisors""columbia gas doesn't fix appliances" and "columbia gas will not hire a contractors to come to my house"... So I guess they emailed the contractors that installed the pipeline and he called me the day after I fixed it. He agreed that probably switching the circuit breaker on and off might have cause, or he suggested maybe static electricity on the hand of his workers could have been the problem. He said he was going to have his people buy some of those fuses to have on hand if this should happen again. So with that, I guess something good has came of this...  Thank you,

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Yesterday the first of October, 2013 Columbia Gas claimed they showed up at my house at 150 ***** Street on an overdue balance. They claimed they were at this residence at 8:30 in the morning. I was at my residence until 1:15 p.m. They shut my gas off and slipped the shut off note by the side door at the other end of the house. They also claimed that they attempted to contact by knocking on my door as this was a complete lie. My living room faces the main street. My door was open as my windows were. No one knocked and no one notified me that they were at my residence. They just shut my gas off, jumped back in their truck and took off. I am married with 3 young children in my house. This low life act of cowardice is a disgrace against the Columbia Gas company. I demand a full apology of the head of the gas department for hiring such incompetent people. If they would have come to my door as they claimed they did, I would have paid what I owed but now I paid my bill and I am forced to go without gas to cook meals and supply hot water to my family until which will be between 8am and 8pm. They are quick to turn you off but they take their good old time to turn services back on. I live in a very small town and the funny thing about this is that any given time point, I will find 2 or 3 gas trucks running around doing nothing. You mean to tell me that one of those trucks could not have made a stop to turn that gas on again which would have taken less than a minute? I think not..... Shame on you Columbia Gas.

Desired Settlement: We would like a phone call from a higher up (not a supervisor) to apologize for the actions of their employee. Lying is a despicable thing anyway but to have someone in a position like that to take advantage of the common citizen is disgraceful.

Business Response: A termination bill was sent out 8-30-13 for $104.98, with a termination date of 9-18-13.  We made a courtesy call on 9-13-13 to the cuswtomer, leaving a message regarding the termination notice and gave a 10 day extension to pay the bill.   There was no response from the customer.  The technician went to the residence and service was disconnected for non payment.   The customer contacted us 10-1-13 and was advised to pay $156.98 which included $52 reconnection fee to restore service.    I apologize that the customer was inconvenienced going without service from 10-1-13 to 10-2-13.  If Mr. ******** had contacted us to advise when he would be making the payment or going on a payment plan this would have been avoided.   Service was restored 10-2-13 if the customer wants to talk to someone about the technician not coming to the door, he would need to talk to his supervisor and the Service Supervisor has left messages for Mr. ******** to contact him regarding the technician not knocking on the door.   Thank you  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/15/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I just recently moved into a condo and set up my gas service with Columbia Gas of Ohio. When I received my first gas bill it showed a charge of $17.81 for "Fixed Monthly Delivery Charge". I had service for 3 days and a usage charge of only $0.23. The issue is that not only was I charged this but also the previous resident. When I called to see why it was not prorated, they told me that they were not able to do that. So every time that some one moves and another person moves in, Columbia Gas of Ohio in collecting $17.81 TWICE! They are doing no more work than if the same person was living there. This is free money that they are collecting! I even asked the manager on the phone if she thought it should be pro-rated? and she replied "I am not able to answer that". Then I said "Is that because this call is being recorded?" and she said "Yes". They know it is fraud that they are getting away with! It honestly is not the $17 that I have the issue with, but the fact that they are getting away with this. I feel nothing has been done because it is only $17 and people just pay it. That $17 adds up big time for them however.

Desired Settlement: I want the delivery charge to be pro-rated, and for me to get most (all but 3 days worth) of it back. I also want to put a stop to this for everyone.

Business Response: THE CUSTOMER CHARGE COVERS COH'S FIXED COSTS FOR METER READING,     BILLING AND OTHER SERVICES THE COMPANY PROVIDES THAT ARE NOT RELATEDTO GAS USAGE OR THE NUMBER OF DAYS IN THE BILLING PERIOD.  COH      INCURS THE SAME FIXED COSTS EVERY TIME IT PREPARES A CUSTOMER BILL, SO THOSE CHARGES WILL APPEAR ON EACH BILL REGARDLESS IF THE BILLING IS LESS THAN A MONTH TO COVER THE FULL COST OF SERVICE.             THE ABILITY FOR COH TO CHARGE THE FULL AMOUNT OF THE CUSTOMER CHARGEIS PROVIDED WITHIN THE COMPANY'S TARIFF ISSUED BY THE PUBLIC UTILITYCOMMISSION OF OHIO.                                                

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/7/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Ok I would like to start by saying I am a full time college student with a fianc that has lung disorders who is also a full time student working a part time job. We have two beautiful baby girls that mean everything to us one is 2yrs of age and the other is 1. With that said it is obvious we do not have a large amount of money to just give away 500-1700 dollars for a gas bill we have been without gas service for roughly around 5 months and it is getting cold and our children are starting to become ill quite often. We have tried everything to restore service in our house hold but the gas company will just not work with us my fianc has trouble keeping a breath through the night seeing as how her lungs are flattening this company care about nothing but being paid in full and if something should happen health wise to one of the 3 women in my life I will bring this back on this bootleg company.

Desired Settlement: I would love to have service restored before one of us falls terribly ill. Will you pay our medical bills Columbia????

Business Response: Mr. ****** had gas service in his name at 483 S. ****** Avenue from 11/22/2011 to 7/19/2012 when he was shut off for non-payment. Records show there was no payment on this account from the time it was established in 11/2011 until the time it was shut off for non payment. Mr. ****** was advised 4/4/2013 that he could use the $175 winter reconnect order to establish service at 816 *********. However, the payment wasn't made. The total account balance is $462.4.7 Mr. ****** was advised the $462.47 is needed to establish service at 816 ********* Road. Mr. ****** and the girlfriend (He is listed as an authorized caller on her account) both previously had service at 55 **** **** Ave. The gas service at 816 ********* was in the girlfriends name from 1/29/2013 to 5/24/2013 when it was shut off for non payment. There is no record of payment on this account as well. Mr. *****'s girlfriend filed a complaint with the PUCO 8/29/2013. She was given a revised PIPP default amount to pay to reconnect service. The customer was advised to make the payment and call back with receipt number. To date this payment has not been received. Customer Relations

Consumer Response: The address 483 s ****** ave. should not be on my file seeing as how I called to disconnect service at that address but to my surprise I guarantee the gas company will say I never called even though up to the time we moved my gas account was in terrific standing minus the 4-5 months that I was charged after I called to discontinue service at this address.


Business Response: The gas service was taken out of Mr. ****** name at 483 S. ****** when it was shut off for non payment 7/19/2012. No record of any payments in Mr. ****** payment history. A copy of his itemized statement and payment history will be sent to Mr. ****** for his review. The $462.47 quoted to Mr. ****** is needed to establish service at 816 ********* Road. The spouse was advised to pay her PIPP default to reconnect service at 816 *********. As it stands, either option is still available.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/4/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received service from Columbia Gas of Ohio for an 8 day period. During that 8 day period I was charged a Fixed Monthly Delivery Charge of $17.81 TWICE even though I had the service for just over a week. When I called Columbia Gas I was told they have the right to charge me that any time a bill is generated and that this fee is never waived or pro-rated even if I only had the service for 2 days. For only 8 days of service I was charged the exhorbitant amount of $48.95 and only used 3 Ccf of gas.

Desired Settlement: I would like one of the fees of $17.81 removed from my bill since I had the service less than 30 days.

Business Response: The customer service charge covers COH’s fixed costs for meter reading, billing and other services the company provides that are not related to gas usage or the number of days in the billing period. COH incurs the same fixed costs every time it prepares a customer bill, so those charges will appear on each bill regardless if the billing is less than a month to cover the full cost of service. The ability for COH to charge the full amount of the customer charge is provided within the company’s tariff issued by the Public Utility Commission of Ohio. As a one time courtesy, the $23.64 minimum customer charge will be waived from the 9/10/2013 bill. The final account balance is $25.31. Customer Relations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/4/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When I moved I had service transferred but for some reason it never went through. Gas service was shut off without notice to my new house 2 months later. When I called they saw the problem (on their part)and came out that night(not till midnight)to restore service. While restoring service they broke my gas fireplace and told me not to use it till I had someone come service it. My first bill was 6/4 for 27.30 there was also a security deposit of 108 that shouldnt have been there. Two more phone calls and an hour later they dropped the deposit. They started my new account online for me with the name "********" for bill pay. Next bill was for 41.77 on 7/5 when i went to pay online it said 0 due so I thought "oh guess I already paid it" the next month I never got a bill and when I logged in it showed 0 due- now I got a bill for 300 and a termination notice. Apparently they decided 4 months later to charge me for the months right after I moved in but they never had started it in my name, when they did this they had to start yet a different new account for me and never notified me so when I logged on it wasnt showing me what was due and I just now got my first paper bill with the new account number. When I called (yet again) the girl couldn't figure everything out either so she sent me to a supervisor **** who was rude and refused to look through bills with me to help me understand. He said it was alright to charge for their useage mistake 5 months later and expect payment in full. He refused to listen and tried to talk over me and would not directly connect me with someone higher. He had me in tears by the time I hung up. I think it is crazy that my first 2 bills did not show the april/ may charges (i thought I wouldn't be responsible because it was their fault and cost me disconnection and a fireplace)but then they in august start a new account without telling me and the first bill I see in sept has charges all the way back from april with a termination notice.

Desired Settlement: I should not be charged at this late date with march-may being that my first couple bills didn't show this charge and I wasn't told it would happen. Charges should start from date they read the meter once they finally put it in my name which was late may. They should also fix fireplace!! **** should learn better customer service skills

Business Response: COH did error when getting ***** **** (***** ****) connected.  However she did use the gas from March to current.   I apologize for the inconvenience and will credit the gas account $50 for the error. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My name is ****** ****** On Friday September 20, 2013 I called Columbia Gas to put the gas service in my name instead of my landlords. **I was already living at the residence the day I transferred service.** They then shut off my gas and said the earliest someone could be out to turn it on was Thursday September 26, 2013. I called and asked if someone could come out sooner to turn the gas on because we have absolutely no heat and I am 5 months pregnant and have 2 very small dogs. They told me there was nothing they could do about it and that September 26th was the soonest someone could come out to turn it on. This is an outrage! A pregnant woman in a home with no heat should be an emergency situation and they should send someone out immediately. When I told the woman of my situation she didn't even check to see if there was something she could do. She just told me "the schedule is full and they can't do anything til the 26th". If I was having a gas leak they would have sent someone out immediately but apparently a pregnant woman in the freezing cold nights isn't an emergency. I am NOT happy! It is not healthy or fair for a pregnant woman to suffer through 40 degree weather because this company doesn't consider my situation an emergency.

Desired Settlement: In this case, I don't know what could be done to change the outcome of this problem. I have gone without heat since Friday September 20,2013 and will not have heat until Thursday September 26, 2013. However, I think something should be done to make up for the ridiculous situation I have had to go through.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

****** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/29/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: While I lived in Columbus, OH I was renting an apartment that had multiple accounts with Columbia Gas of Ohio. I only lived in this apartment (address/account in dispute: 24 W ********* Apt C) from August 2011 to the end of August 2012 and on August 10th, 2012 I called Columbia Gas to have all of the accounts stopped and taken out of my name at the end of the month (August) since I was moving out of the apartment. During this call I was assured that no more accounts would be in my name at the end of the month and that I could pay my final bill online; which I did before closing my online account.In the month of August 2013 I recieved voicemails from a bill collection agency on behalf of Columbia Gas telling me that I had $272.71 overdue from the 24 W ********* Apt C account that had just been closed in February of 2013 and that this agency and Columbia Gas had been attempting to contact me since June 2013 (this was the first I had heard from either party). As I was worried this bill would permentally effect my credit I immediately paid the full amount and contacted Columbia Gas (9-1-13).Columbia told me that while this account had been closed after my call on August 10, 2012 it was re-opened in my name on the 24th. They then told me they would pull the call I made on the 10th and contat me after its review. It's been over a week since I spoke with Columbia and I have heard nothing back. I called them a second time today (9-8-13) and was told the call hadn't been reviewed yet and that I should wait for a all back. Meanwhile, I'm out almost $300 for an account I shouldn't have been billed for in the first place.

Desired Settlement: I would like a full refund for the amount I was billed ($272.71), I would like an apology from Columbia Gas as well as a written guarantee that there is not one single account with my name or SSN in their systems (I no longer live in Columbus and have moved out of any building that has an account with Columbia Gas) and I would like any damage to my credit score caused by Columbia Gas' hiring a bill collection agency to hunt me down rectified. As soon as possible would be lovely.

Business Response: I adjust out the billing and will refund the customer $295.66 Thank you

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After my service was disconnected I did my part of paying the balance plus reconnect fee and am beig charged a deposit I was told that it would be reconnected same day by 11:30 pm. They asked if I would like a curtesy call ahead and I advised them to call my husband as he would e the one home all night. They called my cell phone instead which did not get answered so they did not come out. After speaking with multiple supervisors I have been scheduled for more than a week out as their first available appointment for reconnect. With a new baby due any day now and two small children at home and temperatures dropping I would consider this unsafe and let alone just plain poor customer service for a wait that long for any customer. If I had a choice of gas companies I would switch to someone with more ethical practices. Especially since the response I was given when I asked a supervisor how they were able to get someone out for same day reconnect yet next appointment was more than a week out her response was that they were require by law to offer same day reconnect services but they were not monitored other than that.

Desired Settlement: Would like services restored in a more timely manner.

Business Response: Customer received a termination notice on the 8/21/2013 bill for $102.88. The bill advised the payment needed to be made before 9/9/2013. Due to non-payment the gas service was disconnected 9/9/2013. The customer paid $102.88 plus $52.00 reconnect fee on 9/10/2013, an order to restore the service was sent out the same day. The representative who took the order did not confirm with the customer what number the technician should call. Due to the error, another order was sent out to have the service restored 9/11/2013. The gas service was restored 9/11/2013 as 4:22pm. Thank-you

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Advised we could not transfer service from previous owner. Made me wait a week to get gas turned back on. after waiting all day i was advised that the date was for tomorrow after i had confirmed with multiple people before and during the dispatch window it was for today. No one I spoke to was able to help or even seemed to care.

Desired Settlement: Assure someone will be out tomorrow.

Business Response:   Previous tenant called 8/30/2013 and requested gas service be disconnected out of her name, the order was scheduled 5 business days out per guidelines 9/6/2013. The order was completed on 9/6/2013 and the gas service was shut off. Mr. ***** called after the service was already stopped for the previous tenant. As per guidelines, the connect order for Mr. ***** was scheduled 5 business day out on 9/13/2013. The connect order was completed and gas service on as of 9/13/2013 at 1:34pm. Thank you, Customer Relations

Consumer Response: I called them on them on the 6th. Was given a date of the 12th. (Which is 6 days later) called in again on the 12 and was told to wait another hour.

Consumer Response: I called them on them on the 6th. Was given a date of the 12th. (Which is 6 days later) called in again on the 12 and was told to wait another hour.

Business Response: September 6th to 12th is 4 business days, the weekend cannot be included. Guidelines state: "Gas service will be reconnected within five business days." Due to gas emergencies and other unforeseen situations orders cannot always be worked at a specified date and time. The connect order was completed and gas service on as of 9/13/2013 at 1:34pm. Thank you, Customer Relations

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/24/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have an outstanding bill which isn't much, $23.64, however it is only the fee for having a line open with the company. Now I would have no problem paying the fee if I were informed of said fee. When I began services, July 22, 2013, I called several days before that date to establish my connection. The customer representative did not tell me that there was a monthly service fee, even when not using their natural gas. I feel that that is very deceiving to customers. My bill shows that there is no gas used for my last month at this house, however, after talking to three representatives, including a manager, I was told that there is nothing that can be done for the lack of initial communication. I do not see fit that my housemates and I should have to pay this bill, or any subsequent bill with no gas use, under the terms that I was not properly informed of their policy. Now if I were to do this process online I would have had access to the terms of conditions, but since my service was activated via the phone I should have been informed. Especially since if I had said information, I would have waited until a later date to establish service. I find this unprofessional. Also, I was told that if I cancel services and reestablish later there is a $52 reactivation fee. I have an outstanding bill which isn't much, $23.64, however it is only the fee for having a line open with the company. Now I would have no problem paying the fee if I were informed of said fee. When I began services, July 22, 2013, I called several days before that date to establish my connection. The customer representative did not tell me that there was a monthly service fee, even when not using their natural gas. I feel that that is very deceiving to customers. My bill shows that there is no gas used for my last month at this house, however, after talking to three representatives, including a manager, I was told that there is nothing that can be done for the lack of initial communication. I do not see fit that my housemates and I should have to pay this bill, or any subsequent bill with no gas use, under the terms that I was not properly informed of their policy. Now if I were to do this process online I would have had access to the terms of conditions, but since my service was activated via the phone I should have been informed. Especially since if I had said information, I would have waited until a later date to establish service. I find this unprofessional. Also, I was told that if I cancel services and reestablish later there is a $52 reactivation fee. I am hoping for a settlement of not having to pay this first months bill from 7/22/13 to 8/8/13, and if we (housemates) decide to cancel services, no required payment for the subsequent billing period (since the service fee is not prorated), also if we (housemates) decide to cancel services, no required payment for a reactivation fee. As of now the current balance was on 8/23/13, today is 8/26/13, I will pay this current bill hopefully for no late fee. If there is a late I will accept those charges, however I would like reimbursement of the $23.64, granted this complaint is processed and settled. Thank you for your time!

Desired Settlement: My explanation in is the above complaint description because it would not fit in this allotted space.

Business Response: The customer service charge covers COH’s fixed costs for meter reading, billing and other services the company provides that are not related to gas usage or the number of days in the billing period. COH incurs the same fixed costs every time it prepares a customer bill, so those charges will appear on each bill regardless if the billing is less than a month to cover the full cost of service. The ability for COH to charge the full amount of the customer charge is provided within the company’s tariff issued by the Public Utility Commission of Ohio. Customers who disconnect service and then reconnect at the same address will be billed a $52.00 reconnection fee to cover the cost of the trip to restore service. This fee cannot be waived.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I'm filing this complaint against Columbia Gas of Ohio, for shutting off my gas service. I paid $117 on my gas bill, Aug 19th, around 1:30pm, but I was unable to call in my conformation #. This payment was withdrawn from my bank account on August 19th. On August 20th, Columbia Gas of Ohio, terminated my service that afternoon around 2:30pm. I contacted customer service to inform them that I had Paid my bill the day before, and was told that I had to pay a $52 re-connect fee and another $56 dollar fee totaling $108 more on top of the $117 bill I just paid. I feel this is robbery. I'm unemployed and they are taking my last bit of money. The agents were pretty nasty with me on the phone and this has been the worst customer service experience I have ever had with any company. I feel $108 that they charged me extra just because I was unable to call in my conformation number, is way extreme and it is equivalent to robbery. I personally feel Columbia Gas of Ohio robbed me! When they came to my house on August 20th my bill was already paid!In this day an age where they can take electronic payments out of my bank account instantly well, they should be able to update my account information instantly as well.

Desired Settlement: I would like to have those fees refunded to me immediately

Business Response: A termination bill was sent out 8-2-13 with a disconnection date of 8-20-13.  There was no record of the payment the morning of 8-20-13.   When the payment is made on the last day before disconnection, record of receipt must be calling in to stop the disconnection.   Technology today does not post the payment to the account the same day, even though it will show pulled from the customer's checking account.Since this is the 1st time the customer has been turned off, I will credit his account back the $52 reconnection fee.      Thank you

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was informed that if I made a payment of 94 dollars no later than Sept. 4th that I would avoid shutoff but when I attempted to make a payment they told me the system was down and that they couldnt access my account to make the payment. I tried multiple times throughout the day and was told the same thing. Then they go ahead and shut me off and I called and was told now I have to pay 253.56 to get service restored. when I tried arguing that its not my fault that the system was down the supervisor told me that there is nothing they can do. I have had problems with them doing this kind of thing to me before. I feel that I should recieve a major credit on my account.I was not pleased with how I was talked to by the supervisor either. She was not polite at all and just kept saying the system being down did not excuse failure to pay. I tried arguing that its not my fault that I was told I couldnt make the payment When I called. I attempted to make the payment on time. I cant afford to pay the 253 dollars that they want for me to have my gas back on when its their fault that I couldnt make my payment on time. I just got paid yesterday and went immediatley and attempted to make the payment.

Desired Settlement: I want a credit in the amount of 200 dollars. Not only is that my past due but I should receive a good amount for how poorly i was treated

Business Response: I beleive Mr. ****** is talking about Bill Matrix system being down as he was referring to calling them.  It is unfortunate that their system was down and could not take his payment however as he was advised there are other payment options.   He could have gone into our website and made the payment (no charge).  If Mr. ****** had contacted us for a payment location we would have advised him of Kroger, Giant Eagle an several other locations in his area.  They could have also taken a payment over the phone from him.   Mr. ****** did not make the payment in time nor did he contact us to advise the system was down and wouldnt take his payment.  He had other options to make the payment. I will listen to the calls and if the agents were rude or unprofessional, I will pass the information back to their supervisor.  It will be handled internally. Thank you

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Since moving into the apartment on July 22nd, I have heard loud intermittent noises coming from the gas meter. When the building's boiler is on, the gas meter sounds like a lumber mill.The noises happen at all hours of the day and this has literally kept me from sleeping properly for the last month and a half.I called Columbia gas and was told that a technician had inspected the gas meter on August 21st and said nothing was wrong with it. (He may not have been around long enough to hear the sound). I scheduled a follow up appointment on Thursday August 29th. When the technician arrived, I showed him a video recording of the meter. He agreed that the meter needed to be replaced and told me that he would file a report.At 3pm September 5th, I called Columbia Gas again; I was told that no inspection had been made on August 29th. The operator told me again that a technician would come to inspect the meter.

Desired Settlement: An inspection of the meter is not a resolution. 2 inspections have already been made.This gas meter must be replaced as soon as possible.

Business Response: We sent out a technician to change the meter on 9-6-13.  He adjusted the regulator to eliminate the vibration.I this doesnt resolve the noice please have the customer contact us and we will replace the meterThank you

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Starting months ago Columbia gas sent out letters saying there was a federal required safety inspection on all gas meters. Well I called them informed them my meter was located in my neighbors house. THe agent then told me to get my neighbors key to let in the safety inspector. I informed him thats not going to happen. Well fast forward to months later, several bills later. Another call takes place to me having to inform them AGAIN that i do not have access to my meter. ANd I wanted to know how they had no problem finding my meter when they want money but they couldnt manage to find it for an inspection. At this time they had already inspected my neighbors meter and the 3 other meters located in his basement but managed to miss mine. Well finally my neighbor set up another safety inspection for them to come back again and this time the guy came. Now two weeks later Im still getting termination letters saying my gas is going to be shut off and the letter puts all the blame on me. SO i called again and once again i was told to set up another inspection and again i told the lady i didnt have access and then demanded to know why they managed to miss only one meter out of four when they came and inspected them the last several times. Finally after several minutes of trying to get my point across the lady finally said oh i found the inspectors notes and it says you passed.

Desired Settlement: Im just trying to understand how so many people can fail at their job.

Business Response: Please accept my apology for the inconvenience of getting letters and phone calls about completing the inside safety inspection. Our records indicate that the inspection was completed on September 5th, 2013.  To resolve this complaint, a credit of $25.00  will be applied to your account. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent 589.00 my truck payment by miss take, I called then on the 7-20-2013 and told them what happened. and let them know I need it back to pay my truck this month. They told me I would have to get a letter from my bank that the money was in my account . I let them know that it was a online payment and it cleared my bank on 7-15-2013 . Then they said the would return my money mines my bill . I just got a letter saying they are credit my account . This is my money not theirs , and they want people to pay there bills on time or they charge you a late fee . I feel I should be treated the same .

Desired Settlement: I want the money they owe plus a late charge the same as they take from anyone

Business Response: A check was processed for $481.04 on 8/30/2013, which is the credit balance after the August 5th bill was generated. The late fees are warranted and will not be removed due to no payment on the bills from March 2013 thru July 2013.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/15/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: called in to disconnect service in august of 2010 because i was moving to an address with all electric.service was never disconnected as i had requested .moved to a new address in august 2013 called columbia gas to start service at new address and was told that serviced remained turned on at my old address and whoever lived there used the service for 3 years .. columbia gas co. told me i was responsible for the $1600 bill and is refusing to credit me even though they did have a work order to disconnect.have tried to get the issue resolved so i have service at my new address but they are refusing to help and the last agent and supervisor i spoke with both got frustrated and hung up the phone..Besides reporting to BBB I dont know what else to do.

Desired Settlement: Would like the Bill to be credited from the date of my disconnect order so I can start new service.I dont think i should be held accountable for any gas usage after i moved .there is no excuse why they did not disconnect as i requested.

Business Response: I adjusted out $1434.35, which is the billing from October 2010 to current.  The balance of $191.45 was the balance owed up to September 2010.  This balance will transfer to Mr. ***** new account.  Please advise Mr. ***** in the future to make sure Columbia Gas gets access to the meter to take service out of his name prior to vacating the residence in the future.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 8/18 I call to get a medical form fax over to my daughtet docyor office which was sent and fax back over sam day at 2. I was then given a call by one of there reps at say they have gotten all information and for me to call back to connect my service.Which I call and was told that it would be back on today I wait and no one came out so I called back and was told that it will be 8/19 someone will be out in the morning ans no one showed up to come out. I have call and talk to many teps and and mangers. Who told me they where coming out and np one has show up. And I was home all day.

Desired Settlement: Money off my bill

Business Response: Gas service was disconnected for non-payment 8/7/2013. The Customer requested a medical certificate 8/19/2013. A voice mail was left advising the Customer that Columbia Gas received the valid medical certificate back and to call for reconnect, she would have needed to call back before 3:30pm to have service restored the same day. The customer did not call until 5:37pm, therefore, the 3:30 rule and same day reconnect does not apply. The Columbia Gas Representative scheduled the reconnect order for the next day 8/20 with an all day appointment. Four hour time frames were not available to this customer due to the number of orders that had been scheduled previously by other customers.  The reconnect order would be worked into the workload for the day. There was no time frame given to the Customer, she was advised Columbia Gas is unable to guarantee when the technician would be able to restore service, advised service is not restored immediately, but has to be worked into the schedule of other previously scheduled orders. She was also advised the Service Technicians work from 8:00am to 11:30pm. Service was restored on 8/20/2013.    

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/25/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My case is like this. I started the gas service by Columbia Gas of Ohio on August 1st. Then I received my first bill on August 5th. It charged me $24.72 only for these four days! I find there is a $17.81 fixed monthly delivery charge, which means they read my meter numbers after only four days from I started. This is unacceptable for me.So I talked to the customer service. They said they change the policy about the fixed meter-reading date -- the fifth day of each month in June 2003. The conclusion they gave me was that they could do nothing for my case and it was my ignorance about their policy that caused the charge. Yet, I still can't accept this for these three reasons. First, the full monthly charge and the rule of fixed reading dates are not friendly for the customers. It is so hard to guess the fifth day of a month is a special day to start something. What if someone starts the service on August 4th, should he/she be charged the $17.81 for the only one-day period? Furthermore, because of the full monthly charge, they make more money from the customers without giving us any benefits. Thus, this rule is unfair for us.Secondly, they changed their policy in June 2003, so they should notice their new customers about the important changes. I called the customer service few days before I started the service. In other words, if they had noticed me the reading date, I could have changed my plan to avoid the unnecessary charge. If so, everything would be easy! As an international student studying in the US, I feel so sad that they ask me to check out all the rules they made before starting a service; while at the same time I have to try my best to understand English and those words that don't appear on my English textbook. The information and the rights are asymmetric. Thus, I feel cheated by them.Last but not least, I am unsatisfied with their service that one can easily start but have many issues to deal with when using or canceling. It's like their main goal is just to increase their

Desired Settlement: The fixed monthly charge for the 8/1-8/4 period should be waived on my bill. And they should notice every new customer the important information before they start the service.

Business Response: The $17.81 is the customer charge that covers COH's fixed costs for meter reading, billing and other services the company provides that are not related to gas usage or the number of days in the billing period.  COH incurs the same fixed costs every time it prepares a customer bill, so those charges will appear on each bill regardless if the billing is less than a month to cover the full cost of service. The ability for COH to charge the full amount of the customer charge is provided within the company's tariff issued by the Public Utility Commission  of <st1:place w:st="on"><st1:state w:st="on">Ohio.         We did not change the policy about the meter reading date. We will read Ms. *****'s meter in the 1st week of the month.  There is not a fixed date because there are differnt number of days in each month.    However since June 2003 we no longer pro rate the customer charge.  Since Ms. ***** has on had service for 4 days I will adjust off the customer charge for her and send a corrected bill.     Thank you                                                   

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Preface: Sometime in April 2013, Columbia Gas of Ohio removed my inside gas meter and installed one outside.This resulted in a few problems one of which is the focus of this letter. Problem: In the process of digging to move gas lines etc., the ground was disturbed and one of the sidewalk concrete blocks was disturbed and became lopsided when reinstalled thus turning into a health hazard and a liability issue. 1. So on July 9th, I contacted Columbia Gas and informed them of the problem. They promised that a person from their sub-contractor ( ****** Pipeline) would contact me.2. On July 17, **** from ****** Pipeline comes over to show me a video which in his mind proved that there was no change in my sidewalk block, with which I disagreed bec. even though my sidewalk block was not perfect, it was not that uneven and so lopsided. To say the least, he was rude and accused me of power washing the side walk to get rid of the white paint which they use to mark previously damaged blocks.and he was trying to get out of correcting the problem.3. On July 22, I called Columbia Gas again and informed them of the issue and was told a supervisor would call me which he did. However, instead of listening to my complaint with an open mind, he sided with the contractor. When I asked for a written rejection and explanation of my complaint, he turned offensive and told me" I am not going to release this information" and told me " I am going to hang up now" and shut down the phone.4. In conclusion, I am not asking for a new block. I simply want the old block leveled safely.

Desired Settlement: 4. In conclusion, I simply want the old sidewalk block leveled safely or if that is not possible, to have it replaced.

Business Response: The restoration coordinator, as well as, the contract supervior have advised the customer that the damage to her sidewalk was not done by work completed by the contractor.  The customer was shown a "pre-work" video that clearly shows that the sidewalk had settled prior to work being completed at this address. This damage was NOT done by the contract crew. 

Consumer Response: Columbia Gas is not acknowledging the fact that they made the sidewalk worse than what it was before. Attached are 2 pics: one shows the sidewalk before they disturbed the ground and the second after they disturbed the ground. They made the sidewalk worse. Looking at it diagonally one angle sticks deeper into the ground and the other angle stands up. Regards, Mary Srougi

Business Response: The pre-work video and the picture provided have been reviewed. The sidewalk in the prework video looks the same as the picture that was submitted. The damage to this sidewalk was done prior to work completed at this address. The damaged sidewalk was NOT done by the contractor or Columbia gas, therefore, Columbia gas is NOT responsible for making repairs to this sidewalk.

Consumer Response: columbia gas is refusing to acknowledge that they made a slight problem worse. I  can tell when my sidewalk has been made worse.

















BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I own a rental property at 3248 ******** Avenue in Toledo, Ohio. Columbia Gas of Ohio has been doing gas line work in the area over the past 6 months and some of the work was at my property. The work included digging up multiple sections of my sidewalk. One section of the sidewalk was attached to my concrete stairs leading up a hill to the house. In order to pour the concrete for the new sidewalk the company doing the work removed the bottom stair of my concrete stairs. They never replaced the bottom concrete step that they removed and now all of the stairs have broken and/or slid down the hill. It is a danger to the tenants, mail carriers, and anyone else going to the house. I have contacted Columbia Gas many times and nothing has been done.

Desired Settlement: I want Columbia Gas to replace the concrete stairs leading up to my house so that I can again rent the home and know that it is safe. They need to pour new stairs to replace the old ones that they ruined by not replacing the bottom step.

Business Response:

The contractor has indicated we did not do the damage to the sidewalk. The contractor will be calling the property owner to advise him of this. The contractor will follow up with Columbia Gas after the conversation.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My gas was shut off on 7/25/2013 and the bill was paid same day. When asked for a specific time for the service will be cut back on, I was told there is no certain time and that it was required for someone to be home for the service man to enter or leave my home open. When asked for the service department I was told I was not allow to have the number or speak with someone about the time. The reps are very in considered and unfriendly. I just came home with a newborn and my gas is very important to have right now with a newborn and no one from Columbia Gas would help me.

Desired Settlement: Need for service time to be given.

Business Response: Records show a termination bill was sent to the residence on 6-25-13, with a termination date of 7-12-13 if $180.57 was not paid.   On 7-9-13 a courtesy call was made and COH left message about the termination and giving the customer an additional time to make payment.  The customer made no contact to COH regarding the termination.   Service was disconnected 7-25-13.  Per PUCO guidelines, when payment is made after 12:30, COH is to attempt to restore service the next business day during normal working hours.     

After payment was made the customer contacted us at 4:55 pm and order was sent out 7-26-13.  Service was restored at 2:51 pm. 

These orders are forced out with other scheduled orders from customers that are also waiting to have their service turned on.  We are not able to schedule appointment times for these forced orders, otherwise the customer would have to wait 3-4 days.   It is unfortunate that ** ******** gas was off when she arrived home with a new child.  Had she contacted us prior we would have tried to 
work with her to keep her service on. 

Thank you
********* *****
Customer Relations   

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/29/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recently moved out of my apartment that has gas utilities provided by Columbia Gas of Ohio. The date the service ended was 3 days into a billing cycling. Columbia Gas of Ohio charged me a full month of "administrative" costs (Fixed Monthly Delivery Charge, Infrastructure Replacement Program Rider). The total of this was $22.52. My usage cost was $0.04 . When I asked customer service about this they explained that they do not prorate these charges as stated in their policy. I was never told this policy but was told it was included in their welcome packet but I do not recall it. When I talked to a supervisor I was told everyone is charged that amount because the company incurs costs every month for each customer, and they refused to do anything about charging me the full "maintenance fee", as the supervisor referred to them.I think it's an unacceptable and unethical practice to charge for a full month of these "maintenance fees" when the gas was never shut off since the new resident started their service the same day my service end. This means Columbia Gas of Ohio received double these fees, once for my 3 day billing period and again for the new residents billing period.

Desired Settlement: As my bill is due before this claim is go through and I refuse to jeopardize my credit rating for their unethical business practice/policy, I am requesting that this fee is partially refunded. Over a 29 day billing period, 3 days would be approximately $2.33, so I think that is what I should have to pay. That would mean Columbia Gas of Ohio would need to refund me $20.19. Thank for your time and consideration.

Business Response: The customer service charge covers Columbia Gas' fixed costs for meter reading, billing and other services the company provides that are not related to gas usage or the number of days in the billing period. The gas company incurs the same fixed costs every time it prepares a customer bill, so those charges will appear on each bill regardless if the billing is less than a month to cover the full cost of service. The ability for Columbia Gas to charge the full amount of the customer charge is provided within the company's tariff issued by the Public Utility Commission of Ohio, The $23.64 customer charge has been removed from the 7/1/2013 final bill, leaving the final amount due as $25.94.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They say someone will be out to restore gas service but then show up at 8 am and don't even knock on the door and say no one is home and that they cant come back for a week. The reps are very rude and try and blame it on the customer when it actually is the fault of the technician.

Desired Settlement: I feel that since I am having to go without gas for a period of time after my bill was paid I should be given a credit on my bill. I have to go elsewhere to try and shower and am unable to cook or clean dishes until service is restored and cant afford to eat out.

Business Response: Please accept my apology for the treatment you experienced with the customer service representative.  A one time credit in the amount of $50.00 will be applied to your account. Please be advised that payment arrangements are always encouraged to prevent termination for non payment.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Columbia Gas of Ohio disconnected my gas service to my commercial building with no cause and caused me to hire mechanical service company and maintenance staff to check to see why we do not have heat during winter. The important effort was to identify cause in which the existing building plumbing is not damaged during freezing. It was determined that, Columbia Gas Company has did connected our service by mistake. Columbia Gas Company asked for bills we have encounter for their mistake which was faxed to them. Up-to-date, Columbia gas company has not compansate our cost and has combined the closed account with current account to force payment. They have disconnected service to our location for payment on closed account. I have paid the maintenance staff and our staff salaries for Columbia gas mistake and shall be compensated.

Desired Settlement: Pay my cost for the mistake Columbia gas has caused per what they have requested.

Business Response: Mr ****** had service at 1901 E ****** ********* Rd from 2-6-13 to 2-19-13. Service was disconnected on 2-19-13 in error. The billing was $445.35.   We reconnected the service on 2-21-13.  We then transferred the $445.35 to the reconnected account.  Mr. ****** did not contact us when he realized there was no gas.  He contacted a plumber on 2-21-13.  They charged him $166 for the service call.  I have credited Mr. ******'s account with the $166. I have also credited him $50 for the time and inconvenience he went through.  The balance owed on the account is $370.99 I left message with Mr ****** advising of the credits. Thank you.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 7/11/13 Columbia Gas shut off gas to my duplex at 157/159 W. ******** Rd. Columbus oh 43202 to replace meters. We (myself or the tenant) did not receive any notice that this work was going to happen. Customer service stated they hung a door tag the day before. This was the day huge windstorm that knocked out power to hundreds of thousands in Columbus. My tenant came home and found a tag stating gas shut off and call to have serve restored. At approximately 9 pm on 7/11/13 tenant called and stated gas company was in her apartment and could not turn on gas due to a failed pressure test. Columbia Gas representative at apartment spoke to me using the tenants cell phone. He did not identify himself and began to tell me that I needed to get a plumber and have my gas lines replaced before he could turn the gas on. I asked him his name to begin to get basic information. He replied "*****". I asked him his last name and he told me I did not need to know that. I asked for his immediate supervisors name and his only reply was that he had "many supervisors". He then offered up his last name ****** (?? sp). My tenant is a young single girl and I wanted to make sure this person was not apart of a scam or represented a threat. He stated that he entered the attic and in the other side of the duplex (which was done without authorization from the owner). He said he was going to pressure check the other side before he left so he could at least turn on that gas. I asked him if he could wait 15 minutes until I got there. He agreed. When I got there the tenant said he got an emergency call and had to leave and did not turn on the other gas. The next day I hired a plumber in an emergency status. I fixed any deficiency noted. When calling for an inspection you are given two choices. A call ahead or 4 hour time window. If you use the call ahead they will only call twice and you lose your place in line. You cannot return the call. Nightmare on ********.

Desired Settlement: I would like to know if there is any law that requires owner notification for issues that are not emergency. Meter replacement is for the benefit of the company and as such they should have minimum customer service standards to follow. It is either there way or no way at all. If I would have been notified that this was going to happen I could have been prepared. I had to take a day off work and it cost approximately 700 to do simple repairs because of the emergency status.

Business Response:

The AMR devices are a tremendous benefit to customers, as it means they will receive monthly actual readings.  It also eliminates estimated bills and meter access issues.

Calls to the customer of record were made and messages left on the following dates advising of the needed meter change:
06/19/2013  Answering Machine
03/13/2013  Answering Machine
12/21/2012  Answering Machine
09/05/2012  Answering Machine

Consumer Response: They did not address the compliant.  It does not appear they even read the complaint.  It is a cut and paste response.  There is no recourse for this business.  They do what they want when they want and we are just along for the ride with no where to turn. 

I would like to know if there is any law that requires owner notification for issues that are not emergency. Meter replacement is for the benefit of the company and as such they should have minimum customer service standards to follow. It is either there way or no way at all. If I would have been notified that this was going to happen I could have been prepared. I had to take a day off work and it cost approximately 700 to do simple repairs because of the emergency status.There is no law that requires owner notification of non eme





























Business Response: There is no law that requires owner notification of non-emergency issues. Columbia Gas makes every effort to contact the customer of record to inform them of work being done. There were several calls made to the customer of record to inform them of the needed meter change and card left on the door. This work is completed in the summer months so there is no interruption in heating requirements. It is unfortunate there was house line leaks at the property and repairs were needed. However, the house lines are tested for the safety of the individuals living in the property. The company is not liable for any defects in installation or piping of the house lines. Columbia Gas employees have the right to access meters and lines for the purposes of reading, repairing or testing.

Consumer Response: Finally someone actually read my complaint but only responded to one very small aspect.  This is more of a waste of my time than dealing directly with the company.  At the very first opportunity I will be converted to all electric.  






























BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently moved and transferred service with Columbia Gas. I am now going to be charged twice for the "fixed monthly delivery charge" because my move date was 2 days after the billing cycle (due to the weekend). I have been a customer for years and think it is ridiculous that I am going to be charged twice in 1 month for a fixed charge that has nothing to do with usage. I spoke with Sue and then the supervisor, Kelly, to voice my concerns. Nothing was resolved and I am still required to pay the charge.

Desired Settlement: Since I was told there was nothing that could be done, I just want to file the complaint in hopes they will re-evaluate their customer service. I believe that since I am still a customer who pays my bills on time, charging me an automatic fixed charged twice in one month should not have happened.

Business Response:

 The customer service charge covers Columbia Gas' fixed costs for meter reading, billing and other services the company provides that are not related to gas usage or the number of days in the billing period. The gas company incurs the same fixed costs every time it prepares a customer bill, so those charges will appear on each bill regardless if the billing is less than a month to cover the full cost of service.

The ability for Columbia Gas to charge the full amount of the customer charge is provided within the company's tarriff issued by the Public Utility Commission of Ohio,

The $23.64 customer charge has been removed from the 7/1/2013 final bill, leaving the final amount due as $.72.  This will be automatically transferred to the new address. 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Rec'd notice at 4:15 pm on 7/3 that gas service was stopped because of work during the day on my street. Called Columbia Gas at 4:20 pm. Promised service restarted w/in 4 hours with a 30 minute call ahead. No one arrived by 8:30 pm. Didn't get call until 9:30 pm & tech arrived at 10:10 pm. Couldn't restart service because identified an indoor leak & I needed to contact a plumber. Who was going to come out on July 4th?Plumber's earliest available appt was 7/6. He isolated leaks & arranged to return on 7/8 for repairs.Repairs completed on 7/8. Called Columbia Gas at 12:15 pm for a re-inspect & restart of service. Told someone would be out before midnight with 30 minute call ahead. Cell phone was in my pocket entire afternoon & never rang. Took it out to make a call. Message light was flashing. Call history showed 1 missed call with a voice mail message at 4:21 pm. Called customer service from land line at 4:29 pm. Twice, w/in 3 minutes of being assisted, I was disconnected. Reached a rep on 3rd call. She stated tech attempted 2 calls (4:20 pm & 4:24 pm) that went unanswered so I would have to reschedule. Earliest available appt was Mon 7/15 between 12:15 pm and 4:15 pm. That's unacceptable. I was connected with Jeremy, a supervisor. She only repeated what was previously stated & told me no one else could resolve the issue.I am diabetic & my glucose levels have been very controlled & level for 4 years. The anxiety & frustration of the past week have caused them to fluctuate wildly. Jeremy suggested I have my physician fax a medical form on 7/9 & they could do a restart that day. My physician charges $20 to complete paperwork & I can't afford that. Jeremy didn't offer to pay the charges.There's a reason I'm working 2 jobs/60 hours a week. Like many others, I did not come thru the great recession unscathed. I can't afford the time/money the lack of gas service is costing me. 20 minutes/9 miles each way to shower every day, so higher fuel expenses. Add'l cost to dry clothes at laundry.

Desired Settlement: I did not break my arrangement as I was home the entire day and only received one phone call. I understand that the supervisor, Jeremy, has a job to do, but telling me that she understands and knows how I feel is not a solution to the problem. It is unrealistic and costly for me to be without gas service for 12 days and I would like it restored prior to 7/15.

Business Response: I apologize for the inconvenience of your gas service being turned off. The gas service at this address has been restored. A credit in the amount of $50.00 has been applied to your account for your inconvenience. Your current account balance is now $33.60 and will be due on July 18th.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: First our budgeted bill is completely current with Columbia Gas. Columbia Gas of Ohio (1) without prior notice disconnected our gas line at the curb on 06/18/2013; (2) refused to reconnect service without performing a service inspection; (3) upon the conclusion of the service inspection on 06/19/2013 the service tech left without reconnecting service; (4) after going round and round with Columbia Gas an emergency reconnect request was placed and hours later the same technician returned and informed me that a safety check of all our gas lines would have to be performed before service could be reconnected after much searching he could not find ANY PROBLEMS inside our home but managed to find an undetermined outside leak and left leaving us without service for a second day. Additionally, the tech stated that our service would not be reconnected until WE the consumer addressed the service line problem. I AM FURIOUS that a problem which is the DIRECT result of Columbia Gas' actions has NOW become a potential financial nightmare for my family who will live without gas service until we can finance the cost of having the outside service line investigated for the UNDETERMINED LEAK which in all likelihood is a direct result of the WORK PERFORMED IN THE LAST 12 MONTHS TO THE OUTSIDE LINE BY COLUMBIA GAS AND ITS THIRD PARTY SERVICE PROVIDERS DURING THE INSTALLATION OF NEW LINES! Additionally, why would Columbia Gas disrupt service to a long standing customer with a current account without notice in the first place? We have contacted the PUCO to lodge a complaint on this matter as well and want Columbia Gas to address our service issue immediately.

Desired Settlement: All issues surrounding and relating to our residential service line should be corrected by Columbia Gas of Ohio because as a direct result of the actions of the company and its representatives our service has been disrupted for (2) days. Further a credit to our account should be made to compensate our family for the expense we have incurred for meals etc. while without gas service to our residence.

Business Response:   Good Morning, Please see below:        DO YOU HAVE A RECORD OF THE CUSTOMER CONTACTING CGO REGARDING THIS ISSUE? WAS THE CUSTOMER PROVIDED NOTICE THAT THE COMPANY NEEDED ACCESS TO INSPECT THE METER AND LINES?IF SO, WAS THE COMPANY DENIED ACCESS? IS THE CUSTOMER'S SERVICE CURRENTLY OFF?                          _____________________________________________________________________________________ THERE IS NO RECORD OF THE CUSTOMER CONTACTING COLUMBIA GAS.         YES, THE CUSTOMER RECEIVED NUMEROUS COMMUNICATIONS ADVISING HIM IT'S IMPERATIVE HE PROVIDE ACCESS AND ALLOW US TO COMPLETE THE           INSPECTION.  NOT DOING SO WOULD RESULT IN TERMINATION.  LISTED BELOW IS THE COMMUNICATION ATTEMPTS ON THIS ACCOUNT:                      ON 3/28 AN INACCESSIBLE METER POSTCARD WAS LEFT                     ON 4/18 A LETTER WAS MAILED                                          ON 4/25 A CALL WAS COMPLETED TO SET AN APPOINTMENT, NO RESPONSE     ON 5/2 A 2ND WARNING LETTER WAS MAILED                              ON 5/9 A CALL WAS COMPLETED TO WARN OF DISCONNECT IF APPOINTMENT  ON 5/16 A 3RD WARNING LETTER WAS MAILED                                  ON 5/23 AN INACCESSIBLE METER TERMINATION NOTICE WAS MAILED              ON 6/14 A CALL COMPLETED TO ADV ORDER IS SCHEDULED & POSSIBLE TERMINATION ON 6/18 SERVICE TECH WAS UNABLE TO GAIN ACCESS & SERVICE WAS DISCONNECTED ON 6/20 COLUMBIA GAS REPLACED THE CUSTOMER SERVICE LINE AND MOVED THE    METER OUTSIDE; HOWEVER, THERE WAS HOUSE LINE LEAKS AND OWNER ADVISED  TO MAKE REPAIRS.  GAS SERVICE WAS RESTORED  6/28/2013.        

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I started new service at a new address for my daughter in ************, OH. I explained we live in ******** but she would be moving to ************. They made an appointment and said they could not give a timeframe but would call 30 minutes ahead of time. My duaghter had to leave at 6 am in order to ensure she was in the area by 8am. She has not moved yet so there is no furniture in the apartment. We were never told the appointment could occur after business hours (apparently up until 11:30 pm). At of 8pm (12 hours!), they have not shown. I was told after a call to the office that my appointment was the last scheduled for the day. There is no reason in knowing that they could have provided a reasonable window of arrival. You have no choice to use them so you are treated poorly. Any business that treated you this way would not have any customers. How can this be allowed? How can you expect people to wait 12 to 14 hours. This is not acceptable.

Desired Settlement: I would like to see their process change, any apology from them, and a partial refund of a bill to compensate for time and frustration.

Business Response: I called and left message apologizing for the customers inconvenience twice.  The 1st time on 6-28-13 and again on 7-8-13.  I credited the new account $50 for the inconvenience. 


Thank you

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: our gas was turned off because lack off payment.$258.00...all good.but we ended up paying $380.00.. still dont know why.they cam out to turn it back on and red tagged our furnace and hot water heater.not because of a leak but not properly vented..but the 1st guy that was here would not tell us exactly what to do to fix the problem.we tried to fix it.and he came out again and said it was wrong and he was`nt going to turn on the gas...we finally got a different guy from the gas company to come out and he answered a lot of questions,,,but he also changed his story and the 1st guys story on what was needed to be done half way through the conversation...and it went from just putting in an approved liner in the chimney and a cap on it.to all the pipping from the furnace and hot water heater and the chimney liner and cap that needs to be done...i`ve have talked to 5 different h v a c companies and they all said we do not need to replace the venting in the house.we are getting a lot of conflicting answers from everybody.the gas company will not have the service people call us and to be able to figure out what exactly needs to be done..

Desired Settlement: help get answers on fixing what exactly needs done

Business Response: THE SERVICE SUPERVISOR HAS CONTACTED THIS CUSTOMER WITH SPECIFIC      
DETAILS ON BRINGING THEIR VENTING ISSUES UP TO CODE SO THE SERVICE CAN
BE RESTORED. THE SERVICE SUPERVISOR STATED THAT A CONTRACTOR WOULD BE 
COMING OUT ON FRIDAY TO DO THE WORK. HE GAVE THE CUSTOMER HIS DIRECT  
LINE SO HE COULD CALL IF HE HAD ANY OTHER QUESTIONS.
                  

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:


i am going to talk to them again before anyything gets installed just to make sure exactly what is needed,,,i talked to a guy named justin and he was very nice,,,ill keep you informed on the progress though...





























Consumer Response: i do not want to stop this process on this until we have our service back on ...please...

Business Response: Gas has been connected as of 07-01-13, complaint has been resolved.

Consumer Response: all things are good now,,,no worries,,,thanks for the help ,,,,


















BBB's Final Determination: Consumer accepted resolution offered by the business.

7/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My gas was turned off over a week ago. I pay the bill I still had to wait 3 days for you guys to come turn it back on. I was up went to take my kids outside and the slip on the door saying you guys came to turn on the gas. I was up since 7 am never heard a knock on the door. Now your telling me I have take another day off work for you guys to come 5 days from now. And if i cant get the day off of work i have to wait 2weeks. You guys have no problem getting out here the day of to turn the gas off. I have 3 small children that I can't cook for or give baths. I can't afford to take multiple days off of work. I have had issues with your companies customer service in the past.

Desired Settlement: Have my gas turned back on.

Business Response:

*** *****'s gas service was shut off for non-payment 6/7/2013.

Customer called on 6/14/2013 to inquire about the amount needed to have service restored.

*** *****'s family member paid $239.00 to have the service restored on 6/14/2013

On 6/17/2013 the Service Technician knocked on the front door several times at 8:26am, he got no answer and left card.

*** ***** called on 6/17/2013 to ask about the soonest we could come back out to turn gas on.

Customer was advised 6/21/2013

*** *****'s gas was restored 6/21/2013 9:14am

Columbia Gas of Ohio

###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: As I understand it, due to unforseen circumstances the gas in our area was turned off for our entire street mid week of June 10th. We were told to wait, and service would be restored quickly. However by Friday evening, we were still without gas although every single neighbor had been restored. We called customer service and was instructed that because no gas service tickets were left on our door that they could not issue us a technician to come out and turn our gas back on and we would have to wait till the next day for work to continue. Apparently the door tag was an essential piece that we needed and without that we could not continue with our request. The following day (Saturday) we again spoke to each neighbor who instructed they ALL received door tags instructing them to call for service to be turned back on. We again called customer service and was confirmed that our house was not on their list as having received any notification or door tag. Although they found that to be "odd" they could not offer us any information as to the holdup, or why/how we were missed. Being Saturday - we had out of state plans. HOwever, due to not being able to received anything less than a 4 hour window of service connection we are missing our plans and must now sit here and wait for someone to come. This is the worst customer service. Although the ladies in customer service who answered the phone were very polite and nice - I am very frustrated with the actual service: Being shut off, not being notified, being missed regarding reconnecting service and now being forced to miss our plans - with no offer of compensation for my expenses. This could have all been avoided if when I called on Friday they could have dug a little more to assist me - or if on thursday they could have left a door tag the same time they did for everyone else.

Desired Settlement: We are now out a $75 reservation hold fee for our Saturday plans. I'm not asking for much - but only the compensation for our lost hold fee, and recognition that this could have all been avoided if someone would have: a) notified us properly b) left us a door tag once completed c)assisted us with placing a restore ticket the first time we called ,or d) given us a shorter window for a technician to arrive on Saturday so we didn't have to cancel our plans and our non-refundable deposit.

Business Response: I apologize that the customer was inconvenienced.  I have credited her gas account $75. 


Thank you
 ********* *****
Columbia Gas

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/28/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: They want us to p 1500. We paid in May $100.00. We paid $100.00 to day 6-5-13. We have try to work something out but that not good they we give money we dont have they let it get out of hand to 10,000.00

Desired Settlement: We want us to 1500.00 and we would paid $100.00 each month to $200.00 each they no more than that.

Business Response:

Customer’s Statement of the Problem:
They want us to p 1500. We paid in May $100.00. We paid $100.00 to day 6-5-13. We have try to work something out but that not good they we give money we dont have they let it get out of hand to 10,000.00

Desired Settlement:        
want us to 1500.00 and we would paid $100.00 each month to $200.00 each they no more than that.

A medical certificated was sent to *** ****'s Doctor.  Once received   
back from the Doctor this will put a 30 day delay on the account. 
Customer is to pay $250.00 7/1/2013 and call me back with the     
receipt number to have PIPP activated.  Once PIPP is activated she
will pay her monthly PIPP installment of $86.00 month...** **** is
agreeable to this arrangement.

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

Columbia Gas of Ohio

###-###-####

                      
                                                         

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Was Forced into Bankruptcy when my daughter had a lot of medical issues. During the time of her illness I acquired a bill with Columbia gas. I filed Bankruptcy 2 years after moving from old house and old gas bill. They turn it into collections but do not contact you or place it on any of the credit reports. 2.5 yrs later I am moving back to their service area to be told I owe this because they hide the debt so the bankruptcy attorneys don't find it when they are looking at all the creditors and sending the paperwork out. I could only imagine how many people this affects. I had another person I know check because he still owes them $75 from a few months back. He called and they told him his account has been turned over to collections, but he also has not been made aware, I pulled my 3 credit reports again 4.5 yrs after moving, 2.5 yrs post bankruptcy discharge. Nothing for Columbia gas, but they won't service me due to an old debt. The point of my bankruptcy was to wash away all the debt from the time of my child's illness. This is the only company that hid a debt. If you look at my credit reports its not nor ever has it been there. It has been 2.5 yrs since the bankruptcy and I just purchased a home, only to find this out. So I am supposed to move in a few days, but I have no gas company!!

Desired Settlement: They need to settle this 5 year old debt just like the other places did from my bankruptcy. This really should be investigated, as fraud on their part. I am sure they write off the losses, but they still wait because you can't file bankruptcy on debt that appears to not be there. I have also filed a complaint with PUCO and my attorney as well.

Business Response:

** ************ BANKRUPTCY WAS PULLED FROM THE BANKRUPTCY ELECTRONIC

RECORDS..ON SCHEDULE F OF THE BANKRUPTCY FILING COLUMBIA GAS WAS NOT

INCLUDED THEREFORE, COLUMBIA GAS WAS NOT NOTIFIED OF THE BANKRUPTCY

FILING...ALL ACCOUNTS ASSOCIATED WITH MR MONTGOMERY HAVE NOW BEEN

CODED UNDER CHAPTER 7 BANKRUPTCY...SEVERAL CALLS HAVE BEEN MADE TO

*** ********** AT ************ TO ADVISE HIM HE CAN NOW ESTABLISH

SERVICE AT A NEW RESIDENCE...*** ********** HAS NOT RETURNED ANY

PHONE CALLS AFTER SEVERAL MESSAGES HAVE BEEN LEFT...** ************

ACCOUNT WILL REFLECT THIS SAME INFORMATION IF HE SHOULD CALL IN THE

FUTURE.

Columbia Gas of Ohio

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

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. Unfortunately when you tried contacting me I was out of town for work, and when free it was after business hours. 

Regards,

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




















BBB's Final Determination: Consumer accepted resolution offered by the business.

6/24/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In July of 2012, I requested that my service at **** *** * **** ** *** * be moved with me to my new address at *** ****** st. They turned on the new service, made a new account, and I heard virtually nothing else. On June 6th, 2013, I received an email stating that an account of mine was overdue and needed paid. After looking up the account information I realize that the bill was for service at **** - almost a year of service in my name.Previous to this incident, while living at that address, there were multiple issues with them getting into the basement of the building, as I do not own it, and the land owner is rarely on property. I contacted each of them (the land owner and Columbia Gas) to resolve this issue and they did (to my knowledge).Columbia Gas has record of me changing service locations, and now say they had tried to contact me regarding this old account. This is simply not true. Furthermore, if I had known about being charged for this location earlier, I would have handled it to the best of my ability a year ago, when it started.I've called multiple times and received the same responses. I'm responsible for the charges even though they have record of my switch and no record of their attempts to contact me about this.Today (6/12/13) I received an "updated bill" at my new location, with all the charges from my old location over a year.This is bad accounting and awful management, but not my responsibility.

Desired Settlement: I would like for them to adjust these new charges that they have since moved to my current account. The total is $318.04.

Business Response: Mr. ********** called to disconnect service on 7-12-12.  It was scheduled for 7-15-12.  However we did not get access to the basement to turn the service off, so it remained on in his name.   We made phone calls to the property owner but got no response.   Since the account does not have gas usage on it I have adjusted out the billing.  The balance owed on the account is $47.91.  This amount will transfer to his active account. 

A corrected bill will go out tonight. 

Thank you
*********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Customer service told me that a technician would call on Thursday 6/13/2013 and schedule time for the visit to connect my service. Technician called and I got in the car as soon as I got the call and immediately drove home and found a notice on door. Did he call as he was writing the note? I had zero notice of his schedule. Customer service should instruct customers to take the day off since technicians just randomly show up without notice. Customer service then said I would have to wait 5 days due to missed appointment. Why should I be punished due to poor communication from Columbia Gas??

Desired Settlement: I would like a technician call with one hour notice to drive home from work to meet technician and have services connected on 6/14/2013.

Business Response: Spoke to the assigner to get the order sent out earlier than originally requested. Order was sent out and completed on June 18, 2013. Gas service is on at this time.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:

This response came 5 days after my original complaint. The gas was off all of those days without a response. The date is the same as was originally told by phone, there were no changes made after I contacted BBB.  This was an awful experience.  I no longer trust this company's customer service.

Regards,

***** *****






























Business Response: The order was scheduled for June 20, 2013 ,however, the assigner provided the opportunity to get it worked earlier due to the circumstances. The gas service has been restored at this address.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/17/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I moved into the address and had the utilities switched over on 5/21/13 and I was billed on 5/23/13 for $23 and they also billed the property for the same amount. They call this a "minimum charge" Seems to me to be a scam to be double billing 2 people on the same address for the same billing cycle.

Desired Settlement: I want a call from the corp office. I was told this was approved by the trades commission and I will take this matter up with my representitive. I want this money refunded. $23 for 2 days is Ridiclious.

Business Response: Your current bill reflects the minimum customer charge. This charge is billed to all customer on a monthly basis. The customer charge covers Columbia Gas' fixed costs for meter reading, billing and other services the company provides that are not related to gas usage or the number of days in the billing period. Columbia Gas incurs the same fixed costs every time it prepares a customer bill, so those charges will appear on each bill regardless if the billing is less than a month to cover the full cost of services. The ability for Columbia Gas to charge the full amount of the customer charge is provided within the company's tariff issued by the Public Utility Commission of Ohio.

Consumer Response:

They billed both the rental company and me for the "FEE" for the same month. They are double dipping. I had the service in my name for 3 days.. the rental company had it for the rest of the month. They are padding their pockets and scamming money. 


Business Response: As mentioned before, the ability for Columbia Gas to charge the full amount of the customer charge is provided within the company's tariff issued by the Public Utility Commission of Ohio. Each customer account will be assessed this charge on a monthly basis. This amount will not be adjusted or refunded. 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

6/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had a house fire in 2011. When Columbia Gas came out to turn off the gas at the street, they broke the water and sewer lines. The worker from Columbia Gas acknowledged that he broke the line, and that they would fix it. When they were rebuilding our house, the basement was full of water. We were required to have a soil test and extra sump pump. When the water was scheduled to be turned on in spring of 2012, they discovered that the water line had never been repaired.Columbia Gas came out and repaired the broken water line.The sewer line is located directly under the water line. I contacted Columbia Gas at that time and they acknowledged that they had broken it, and would send someone out to repair it. When I came home from work,the hole had been covered. We believed that everything had been fixed. In May 2013, we had sewage backing up into our home, leaking out the toilet on the first floor and through the finished ceiling and light fixtures in the basement.A plumber scoped the pipe and advised that the main sewer line was clogged all the way out to the street. At that time, we called Columbia Gas. They acknowledge that they were supposed to have fixed the pipe and that we were not contact in follow up to the issue in the spring of 2012. They advised that they would call us back. No one called back that day and we could not stay without working sewer lines so we contacted ******* ****** come to fix the pipe. When they dug up the pipe, at the same location where Columbia Gas had initially broke the pipes, they discovered a section of sewer pipe missing. Sewage had been running into the ground. Both ends of the pipe were clogged with dirt, gravel and sewage. I have pictures. The pipe was fixed. We called Columbia Gas about 4-5 times more and still have not received a call back. It has been over 10 days and still no calls back. Each time we call they acknowledge the incident and advise a supervisor will call back. No calls returned.

Desired Settlement: Columbia Gas should be responsible for reimbursement for the repair of the sewer line that they broke. The cost of the scope and diagnosis of the clogged sewer line was $344.00 by **********, as well as $850 for the repair of the sewer line by ******* ******. We also feel that they should be responsible for the additional soil test and sump pump. The total for this expense was $945.00.

Business Response: Spoke to the service supervisor regarding the customers complaint. The service supervisor has spoken with the customer Friday evening and will continue to work with the customer to get the issue resolved.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/10/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My wife and I sold our house at 447 ********** Drive In WhiteHall Ohio 43213 on April 30th . I called Columbia Gas on May 1st to terminate my service ( I waited to make sure that the closing went through ) . They said they were not able to send out a service person until the 9th of May to read the meter . That didn't happen either . They sent me an estimated bill for charges through the 9th . The house was vacant until April 30th .I don't think it is fair to be charged for 1 day more than May 1st (The day I called) . I informed them that the house was sold . It it their slow/poor service that is the hold up . My wife and I legally did not own the house after April 30th . I am not paying for someone else's gas usage . I tried to talk with Columbia Gas but they refuse to help. In my opinion , there behavior is very unethical

Desired Settlement: Charges terminated after May 1st 2012 and any overpayment refunded

Business Response: The billing has been adjusted back to May 1st and a refund in the amount of $4.69 will be processed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a notice from Columbia Gas of Ohio that I needed to schedule a mandatory safety inspection. That inspection took place on May 15, 2013. At this time it was determined that gas lines under the garage no longer met code and so our gas service was immediately discontinued. We were e-mailed an "Aid to Construction" contract and told to send a check for $510 to Columbia Gas. That was sent in the mail May 16, 2013. Although our credit rating is listed as "excellent" with Columbia Gas, we were told no construction would be scheduled until our check was received. I spoke to ******* ********* of Columbia Gas on May 21 and she explained that she had received my check and would be scheduling the service by May 24th at the latest and would push for sooner since she was aware that with no gas we had no warm water, no use of a stove and no heat. On May 24th when no service rep arrived I called and was told that they would not be out until May 28th. I would like this situation resolved immediately.

Desired Settlement: This is not realistic to expect a family of 5 to go without warm water, heat or a gas stove for two weeks (or longer). I want the necessary construction scheduled immediately with a same day inspection so the gas can be turned back on.

Business Response: THE GAS SERVICE HAS BEEN TURNED ON AND INSPECTIONS COMPLETED AS OF
MAY 28TH 2013.                                                    

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/5/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was living in an apartment complex in Findlay, Ohio. I had, had Columbia Gas Service before and had it connected again at my apartment around February of 2011. Everything was fine. Paid my bill on time, like always, no issues. I moved to a new complex in October of 2012 at which time I called Columbia Gas to shut off service at my old apartment so I could turn it on at the new apartment. Well in January of 2013 we received a bill saying we had 99$ in overdue bills!They never shut off our service at the old apartment. They swore we never called but I know I did. They billed us for 3 months at two places. They swore they sent us mail at the old place to tell us we owed money but we NEVER received bills yet all of our mail was still being forwarded. The old apartment wouldn't take responsibility for it either. I completely shut off the heater when we moved but were billed over 30$/month for three months! Now I have to pay 100.14$ or be disconnected! I wish I could stop the service but can't because we have no more providers around here.

Desired Settlement: I want them to just stop ripping people off. I would love my 100.14$ back but I highly doubt it will happen.

Business Response: Company records from January 10, 2013 state that ****** said she disconnected service at her old address, however, the phone call was reviewed. At the beginning of the call, *****y states that she did not transfer the service thru the automated service since she was not disconnecting the service at the *** ******** **** ** * address at this time, the gas service remained on. The new tenant called to connect service on December  6, 2013, therefore, the gas service was automatically taken out of ****** *******'s name. The balance was transferred to the new address and has been paid.

Consumer Response: 1) I would like a copy of the conversation sent to me by mail.

2) I was told that bills were sent to me for the old residence, yet I NEVER received a bill for the old residence After I moved. All mail from every company was sent to my new residence so there is no excuse as to why I never received a Columbia Gas Bill.


Regards,
****** ************** 

Business Response: If an updated mailing address was not provided at the time you connected service at your new address, then the bills would have been mailed to the service address. It is the responsibility of the customer to provide an updated mailing address at the time of connecting or disconnecting service.

Consumer Response: I updated my address with the USPS so they would have yellow tagged my mail and it would have been forwarded to my new address. I never changed my address right away with a few utilities and they still forwarded my bills. There is absolutely no reason my bills from Columbia Gas would not have been forwarded, unless the bills were just not sent.

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello!I am currently struggling with Columbia Gas in getting my utility connected to my apartment. They are providing unreasonable times in which is their only available slots for a service rep to meet at my home. The time frames they are providing are Monday-Friday 8AM-12AM. I stated to several customer service reps that I am absolutely able to meet in the evening, and 6PM-midnight is fine. However, they state that they cannot meet that requirement and if I miss an appointment again I will be charged a fee. I made arrangements with my apartment complex to let the service rep in to my apartment if they were going to be there before I came home. The phone agent stated that they would call me to let me know that they were there, what they didn't state is that it would be an 800 number that called me and I did not realize that. Unfortunately, I did not answer, and the service rep did not leave a message on the first call, and only left a message the second time to let me know I need to reschedule. When I called back they were not at all helpful with this issue. They cannot provide any evening hours and no weekends. When I asked to be transferred to a manager, they refused and transferred me to a Senior rep who only provided me with the same info. I asked for a manager to call me back and they stated that no managers are available to call me back. Columbia Gas does not care for their customer's experience, and have us all in a choke hold. For that reason, I specifically am seeking out an apartment that does not utilize gas, so that I never have to deal with them again.

Desired Settlement: Offer hours for connection services for people who work normal business hours. I live alone, have no family, and work at a bank, 8AM-6PM. How am I supposed to get this service turn on? Call in sick to work? I imagine if I keep taking cold showers everyday, that will be a likely occurrence.

Business Response: The customer contacted our office 1-10-13 asking about the billing.  We explained the billing from the old account that was transferred to the new account.  The customer claimed when she called to  connect   at 1353 **** ***** Ct H, she disconnected service at 353 ******** Hill.  We pulled the call from 10-8-12 at 12:40 pm.  "At the beginning of the call the customer advised the representative that she didnt do the transfer through the automated system since she was not cancelling the service at this time."We have no record of her calling back to disconnect.   Any time a customer moves from a residence, ii is the customer's responsibility to contact us to disconnect service out of their name.    The new party moving into 363 ******** **** Dr E called and scheduled a connect order which forced it out of Ms. ******'s name. Thank you

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My gas services were disconnected due to non payment. I paid money when I got paid this past Friday. Someone was supposed to come and restore services that same day after a worker called me and told me that she would be tjete within 30 mins. She never showed up or called to let me know why she didn't. I called and was told that there was an emergency of a gas leak but that someone would call when they were ready to come out. By this time it's late in into afternoon and I had somewhere to be with my children. A worker called during that time but I wasn't able to meet him at my home because I was at a school function with my children. I called first thing Monday morning to have my services restored but they're not able to come out untilnthe 28 of May. This is just the 20! This means my children and I have to wait 8 more days to be without hot water! This company is very inconsiderate and unprofessional and they have no compassion for a single mom with 3 children who are now forced to be without hot water for 8 more days! We as consumers should not be treated this way.

Desired Settlement: I want my services restored immediately especially since I've already paid my money to have it restored.

Business Response: i contacted the customer and rescheduled for 5-22-13. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had our gas turned off on may 9 and I paid to have it reconnected on May 14 it states if less then 10 business days they will turn it on following day. They scheduled for May 15 between 8 am and 1130 pm my girlfriend sat at home all morning waiting the tech called at 1130 and I informed my girlfriend whom was at home waiting. We have 2 children and it is freezing in this apartment. My girlfriend kept looking out the door and the third time there was a missed notice. She has been home all morning and now Columbia gas says that cant reconnect until 21 and because one one can't be here it is going to be 25 th or later. There is no way the tech knocked very loudly or even knocked at all. We are taking freezing showers in a very cold apartment my concern is that we will get sick and I am a diabetic with neuropathy and cannot handle extreme temperatures could cause damage

Desired Settlement: Want my gas turned on today May 15

Business Response: Spoke to ** ****** and changed the reconnect date to today, May 16, 2013. ** ****** stated he would be there for access.

Consumer Response: Complaint: ******* 
I am rejecting this response because:

They called us at 8:59am on the 15th stating they would be here on May 16th it is now 6:25 pm and we have not heard or seen anyone from Columbia Gas we have sat here with blinds open checking the doors literally every 30 minutes or so. We are still very upset from the incident on the 14th. I told them I was sitting at my table taking pictures in my kitchen that are timestamped at 1159 am and that the ******* *****l left the notice on my door at 1205pm and she supposedly sat outside our home for 30 minutes and knocked twice which is not true because I opened that door several times there was noone out front and the mailman delivered at package at 1145 and noone was out back. this is very unacceptable. We have children that have to go to school and a few days was extremely cold in here and after taking a freezing shower we are subjected to getting sick. Having to take time off of work to make sure someone is at home all day takes money out my pocket. I just got my Job back on Monday. we used every penny we had to get this turned back on so we cant even afford to go to a hotel or somewhere to shower.

Regards,

******* ****** * ****** *****

Business Response:

Spoke to ** ****** on May 16th and pushed the reconnect order for the same day. The order was completed and gas service is on for the customer.

Consumer Response: 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,

 *******  ******



















BBB's Final Determination: Consumer accepted resolution offered by the business.

5/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have requested refund several times of an inadvertent duplicate payment of $143.01 to an old account #***************. Columbia Gas of Ohio has said that they will look into it internally and get back to me in the next few days. That was over two months ago. I have zero faith in anyone that i speak with on the customer service side. The third time i called, i asked to speak with a manager. Not until this third time was i told that i needed to send in verification of my payment to the Cash Investigation Team. I still have not heard back from them and that was probably over a month ago. I have lost all faith and don't know what else to do and frankly don't want to waste anymore time. I would think that a company as large as this one would have better accounting procedures to be able to track down the duplicate payment. I bet if they paid me, they would be more motivated to rectify the internal accounting error.

Desired Settlement: Check made payable to me in the amount of $143.01.

Business Response: I am unable to locate the account using the account # provided - ******** *** ****.  Neither did I locate the account under the name ******* ******, and there was no service address given either.  I sent an e-mail directly to Mr ****** - ***********@kimley-horn.com, yesterday at 3pm.  I haven't gotten any response. Cordially, ***** - Columbia Gas of Ohio

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On April 22nd Columbia gas turned my gas off for none payment which is totally my fault. However on the very next day I made the required payment and scheduled to have my gas reconnected on Friday April 26 2013. The service technician (*** ******* or *******, not sure of the correct spelling on last name) was training someone new so after he came in and checked my furnace, he walked outside and proceeded to bang on the gas pipe for approximately 20 minutes then returned inside. He proceeded to tell us that he could not turn my gas back on for three reasons. 1. There is a screw whole in the heat duct going into the furnace that has to have a special caulking in it. 2. The switch on the side of my furnace needs two screws to secure it properly. 3. The vent on the outside of my house needs another strap (apparently one is not good enough). Now I don't have a problem fixing these things had I been told before that there were issues. I have lived in this house for two years and have had gas techs in my house two other times, when I first moved in and also just in November of 2012. Not once at any other time did anyone mention any problems with anything. I don't see how all these things can be wrong now when he was just here in November and nothing was wrong then.

Desired Settlement: I would like someone to explain to me why there are issues all of a sudden when there was nothing wrong in November when they turned my service on again.

Business Response:

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

I apologize that you have been inconvenienced, but he has caught things that need to be taken care to insure your safety.  It was the same technician there both times, and there are no remarks on the completed order from 11/15/2013.  If there is any good news in this situation it is that he caught these safety issues now, rather than in the colder winter months. 

I will pass this on to his supervisor, as this should have been caught last fall.  

Cordially,

*****

Columbia Gas of Ohio

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Columbia Gas failed to provide timely and appropriate customer service. After Columbia Gas turned off our gas because of a gas leak in our neighborhood, our gas continued to remain turned off for over 24 hours after the gas leak was fixed. The first time we spoke with a customer service representative we were told that it could take up to 2 hours for someone to come out and turn our gas back on. Now, 12 hours after our first phone call, and 5 phone calls later no one has been here to restore our service. The customer services reps we spoke to refused to give us an ETA each time we called, only saying that someone would come by midnight "if" an emergency didn't occur. Additionally, each customer serice representative refused to let us speak to a manager or supervisor stating that managers and supervisors don't work weekends. Our home has now been without heat and hot water for over 24 hours, with no guarantee of when we'll have service again. This experience demonstrates the poor customer service and the out right lies you can expect to receive from the Columbia Gas customer service department.

Desired Settlement: We're not requesting a monetary settlement. However, we would appreciate a written apology from the company and a guarantee that better customer service, including service provided in a timely manner, will be provided in the future.

Business Response: Please accept my apologly for the inconvenience you experienced on April 13, 2013.  Due main line leakage the service had to be shut off to make the necessary repairs. The repairs have been made and service has been restored. Due to your inconvenience, a $50.00 atonement will be applied  to your account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had my gas shut off in my home due to non-payment on 4/9/13, on 4/10/13 i paid to have it on and columbia gas set me up with what they call an all day appointment. my complaint is why do i have to wait all day to get my services back on when i paid for it....i had this issue when i had gotten my services started last year in Aug. of 2012 i had to wait all day...i understand gas is a big issue but why not hire more people, there are people out there with skills. but my issue is why do i have to wait from 8am to midnight to have my service restored in order to ahower or heat my home?

Desired Settlement: for every hour CG tech is not here starting 8 am on 4/10/13 every month i get a reduced or free service.

Business Response: In order to restore your service, it was necessary to gain access to the inside to inspect lines and appliances for your safety. The reconnect order has been completed and gas service was restored on April 12, 2013.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Columbia mandates that we schedule a safety disconnection or suffer a service cutoff. We scheduled the inspection and a service person indicated he would be her between 12:15 and 4:15. He did not arrive. We made no fewer than three calls to Columbia to ask if someone was coming. During each call we were told someone was, so we stood by and waited. Stupidly stood by, as it turns out. No one ever came and now the offices are closed. Disruptions happen and sometimes appointments need to be bumped; I understand that. But Columbia needs to tell us honestly what's going on and that no one is coming. It is unacceptable to tell us that someone IS coming and then just leave for the night.

Desired Settlement: We do not intend to take more time off work to wait for someone who will not arrive. Columbia can rescind it's threat to disconnect it's service or promptly schedule a safety inspection for a time that is convenient to us.

Business Response: I truly apologize for any inconvenience you have experienced. The inspection was completed on March 28, 2013. A $50.00 atonement will be credited to your account for your inconvenience.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The last TWO payments that I have made were incorrectly applied to the WRONG account. I have called to correct the issue SEVERAL times each time I have been ASSURED that it is corrected. HOWEVER!!!! The issue is not corrected, they have had collections on me, they have made me provide copies of the checks THEY ALREADY CASHED, and applied late fees to the account. They have me on the phone about a half hour each time, I know for sure that I have called 3-4 times. I dont understand why they can't figure it out - they have to have some kind of accounting system to track money right? and at this point they've messed it up each time theyve tried to correct it and I have no clue what theyve done with my money anymore. I'm talking about $200.00.....my signifigant other has been in the hospital two weeks now and is going to be there another two weeks so-ya, $200.00 means a lot to us right now, and I dont have time to explain the situation to a new csr every other day to straighten it out with no results.. Unprofessional, sub standard service with poor accounting..

Desired Settlement: I want them to FIX the problem and offer some sort of explaination or apology. In what business does this happen where there isn't an appology and attention payed to the problem so that it is resolved.I want a RECIEPT to show me what they did with my money because apparently I can't trust a customer service representative's word that it is fixed. I want them to improve their accounting so this does not continue to happen to me or any other client.

Business Response:

After the customer moved from 105 *** St Lt 8 and moved to 253 ******* then to 44 ******* she still made payment to the 1st account in error.   Columbia also created a couple of error too by transferring the amounts backwards.

I do have it corrected now and the balance owed on the account is $243.33.   I apologize for the confusion and the inconvenience this has caused the customer and will credit the account $50.00 for the inconvenience.   This will leave a balance owed for $193.33.

I will send copies of the itemized statements showing the payments and transfers.

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/31/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been noticing for months that my bill continues to climb without reason. So I went to check the meter and see what it said, but I could not read it. My meter and 2 other meters in my building are different than the rest of the units. Most of the meters in my building can be easily read by the little numbers that spin as your use the gas followed by the words "cubic feet". Mine has none of that. I just have several dials that don't really tell you anything. I called to inquire about my gas and the rep told me that my meter is different because it is an electric read meter meaning that it can only be read by remote. UNACCEPTABLE. You can not charge me based on readings that I have zero ability to verify. 5 of the 8 units in my building can walk right out and read how many cubic feet they have used, but not me or two other units. So basically they can charge me whatever they want and I have no way to prove otherwise. Then I asked why my bill is increasing every month when my usage surely is not. She told me that the readings have been consistent with 2010. I told her I purchased this home as a new construction in June of 2012, so there was no building here in 2010, but she kept insisting that there was some audit done in 2010 that indicates my furnace uses gas and that there are usage records from 2010. Not even possible if there was no one here. She did tell me that the unit appeared vacant in 2011. I flat out asked her if it made sense to her that a unit that was built in 2012 has records from 2010 and was vacant in 2011. After not answering right away she finally said yes. Either she was lying to me or someone was reading a meter that is not mine...thus the problem with this remote reading and me not being able to go out and read my own meter. I'd be happy to pay these outrageous bills if I was sure I was the one causing them, but there is no way for me to know that when I cannot read my own meter and am being quoted usage from before the building was constructed!

Desired Settlement: I would like to have my bills reevaluated because there is no way I went from paying $23 a month to $80 based off the usage of my water heater. AND I want to have the same easy to read meter that the other 5 units in my building have so I can monitor my usage myself.

Business Response: An automatic meter reading (AMR) device was installed on the meter  November 10, 2010. The meter has been read every month from the date of the installation. The customer is being billed for the amount of gas that she is using each month. Gas consumption does not appear excessive.

Consumer Response: it does not address a single concern listed in my original complaint.  I am still concerned about the fact that Columbia Gas is billing for usage that I do not have the ability to verify.  I'm very concerned about the fact that only a few of the people in my building have a meter that we are unable to read ourselves.  The fact that I cannot read my meter myself leaves it entirely up to CG to determine if my charges are "excessive" rather than allowing me to monitor my own usage the way that 5 out of 7 of my neighbors can.  That's not an acceptable practice.  


Nor was it addressed why I was being quoted usage from before the building was constructed. 

Also, I went and checked my meter AGAIN and found that the meter that I am being billed for is labeled with a different address.  So I'm sure you can see why I highly suspect there is something wrong.  My meter is only able to be read by remote, it's tag is labeled with a different address, and I have no way to check my meter on the day it's being read to make sure my reading matches that of my bill, and I got quoted information the predates the building itself.  

I would really enjoy a response that actually answers a question rather than implying "we didn't do anything wrong."



Business Response: Per customer request, a service order was completed on March 15, 2013 to identify the correct meter for this address. The service technician did not have access to the inside of the property to trace the house lines to further confirm. Left a message for the customer to return my call on March 18, 2013 to further investigate but no returned call to date. Will close complaint until customer responds.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up for automatic bill payments at the begining of January. My account listed me as enrolled in automatic payments. This obviously means that it should work.My February payment was not made. Columbia Gas then charged me a late fee because they did not make the payment.I contacted customer services and they refused to wave the late fee. All the customer service agent did was keep repeating "it may take 1 to 2 business cylcles for the payments to start." and repeating "your next payment will be withdrawn on March 8th."At the time I signed up there was no mention of 1 to 2 billing cycles and the account listed me as enrolled. If "Enrolled" does not mean they actual plan to process the payment that that needs to be clearly stated on the account summary.The late fee may be only $.51, but there is a pronciple of lying to the customer and then charging an unfair fee.

Desired Settlement: I want my account credited for the late fee and I want an additional $10 fee to make up for the time required to deal with the unfair charge.

Business Response: Our records indicate Mr. ***** signed up for Direct E-Bill on 1/6/13. When he received his first bill on 1/25 it states " We are processing your request for ZipCheck Automatic Payment. Meanwhile, please pay this bill as usual." It goes on to say " If we receive your payment for the current total Amount Due by the due date shown on this bill, you will avoid a late payment charge of 1.50%. His billing statement says that he needed to make his normal payment during this process. His 2/25 billing statement informed him that we will not begin drafting payments until 3/8/13. That bill statement gave him the option to pay his total amount due of 179.98 before 3/8 to avoid any late fees. Mr. ***** was advised by our call center representative on 3/5 that it takes 1 to 2 billing cycles for automatic payment to be drafted. He was advised during that call, he can pay bill prior to withdrawal to avoid late fee. I apologize if Mr. ***** misunderstood the Direct E-bill process. Our records indicate that the customer was advised of our process. Mr ***** is a good paying customer, I will refund his late payment fee of .51 cents as a courtesy. The credit will show up on his next bill. I am unable to pay him 10.00 dollars. I have attached both of his billing statements for his review.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am contracting with an electrical contractor to install an emergency back-up generator at my residence. This requires the installation of a larger gas meter. The only option for installing this gas meter is with Columbia Gas of Ohio. They have a monopoly on this service. They are charging me $540 to do about one hour's labor and using a new meter that can't cost $100. The cost for this install has gone up over $200 in two years, same product, same service. This is simply price gouging by a monopolized provider!

Desired Settlement: Refund of $150 of my $540 payment due to price gouging.

Business Response: THE NEW BUSINESS TEAM LEADER AND NEW BUSINESS REPRESENTATIVE HAVE BOTH SPOKEN TO THE CUSTOMER AND ADVISED THAT A COST OF $540.21      WILL BE REQUIRED TO UPGRADE THE METER TO ACCOMMODATE THE NEW        GENERATOR.   A refund is not warranted.                                                       

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a business, and Columbia gas shut off services the day after I paid my bill. I come to work the next day and my gas is off and a bill for 80.16 more after I paid 133.00 the day before plus a 52.00 reconnect fee. I paid what I owed and made plans for next day service. The window they gave me was 9:30am up until midnight. I cancelled all appointments because I can't work without a hot water. I went to lunch, the tech came ,never left a note to call back or anything. 6:30 pm I call to see if they were coming , they told me they were there earlier around1pm I wasn't there and they can come back on 3/14/2013! I have to close my business and cancelled all appointments for a week because of this . They told me if you miss your appointment , you have to wait five business days for another tech to come out. And told me they could not call when They were on they're way. They should tell customers that they have to wait five more days if you missed them, just common courtesy.

Desired Settlement: It would really be nice to have Columbia gas pay my wages and the other stylist at my salon for the money we are losing.

Business Response: Our records indicate that Ms. **** had a termination bill for 133.17 that was due 2/13/13 to avoid termination. She paid 133.00 on 2/7/13. This payment was returned for non sufficient funds. On 2/15/13 she was billed another termination bill 213.66 (which included the $133.17) that was due by 3/4. On 3/4/13 we received a payment for 133.00 that cleared. There was still a remaining termination amount of 80.66 that was left unpaid. Service was disconnected on 3/5/13. At that time customer needed to make payment of 80.66 and a 52.00 reconnection fee. We received that payment on 3/7/13. According to Ms. ***** statement she states she was not at the premise when our technician arrived. Our records show that this information is correct our tech was there at 13:01 to restore her service. Our policy states that when an appointment is missed it can take up to five business days to restore service. This policy is stated in our tariff and the Minimum Gas Standards. As a courtesy I rescheduled her service to be restored on 3/9. When we went out to restore service we found house line leakage. Ms. **** had repairs made and her service is scheduled to be restored today 3/13.

Consumer Response: the technician that came to restore service on Saturday, asked me why did I call public utilities  commission on them(Columbia Gas) . And I felt that my account is flagged and why would he ask me that. I  had a morning appointment on 3/13/2013 , and of course the came after six pm.with, we were busy. The tech that came out told me that he was at home and they called him back to work. Columbia gas treats people unfair because they can .Im really sorry that I have to use them.

































BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Why after 5 years of living in my home, am I now required by Columbia Gas of Ohio, to have a safety inspection by another company, or they will turn off my gas service! I do NOT like being threatened by any one, much less these goons! They insist I call them on Mon - Fri, from 7am - 7pm, I drive 1hr & 15mins to get to and from work. So during those times I am either driving or at work! The only days I am off is Sat & Sun, and those jerks are NOT coming in my home unless I am home. And if I take a weekday off, I dont get paid for those hours I miss. Why are thess kind of practics allowed to go on! I have also complained to PUCO, and the City of Amherst! Can't complain to Columbia, as thier email link conveniently does not work! If I allow one of the ACTUAL Columbia Gas people in, it will be ONE and only one, and they will be under constant supervision! I do NOT appreciate the infringement of my rights, on my property, by ANYONE! I spent 20yrs in the Military to defend the rights of all people! Not just those who feel they can boss everybody around! If they want in on a weekday, they should be prepared to pay for MY LOST WAGES! Without those wages I cannot pay my bills, which would include theirs!

Desired Settlement: To be accorded the rights which by law, the Costitution, and the Bill of Rights I already have! I do not take kindly to threats! I am available, without the loss of pay, on Saturdays & Sundays if they wish to make an appointment at my convenience. Any weekday they want to demand, I will try to make myself available - AS LONG AS THEY either pay for my lost wages - OR - Credit my bill for a FULL DAYS lost wages! As I get no benefits, like sickdays to make it up.

Business Response:

I tried to contact Mr. ******** 2/22/12. I was unsuccessful at reaching him. Be advised that we are not threatening Mr. ******** with federal access to his home. Columbia Gas is regulated by federal law. We are required by this law to do periodic inspections of our meters and customer house lines to ensure safety and remain compliant with these regulations.

We apologize if Mr. ******** took our post card as a threat to his constitutional rights. The card simply states " Columbia Gas of Ohio (Nisource) is required by federal law to periodically inspect the natural gas pipeline that enters your home or business." He has a meter inside his home, and we are required by our tariff to gain access to our meters for inspections.

****** is the contracted company that we use to perform inside inspections. Mr. ******** has the right to ask the contractor to verfiy his/her ID. Every employee of our company or subcontractor are readily able to produce proper identification.

According to our records Mr ******** called in on 2/15 and rescheduled his inspection for Saturday 2/23. We arranged for a non business hours inspection to accommodate his requests. We completed the safety inspection for Mr. ******** that same day.

If Mr. ******** ever has an issue or any questions, he can contact our Customer Service at ###-###-####.

******

Columbia Gas of Ohio

###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted Columbia Gas to start service on 3910 ******* Ave, Lorain, OH and after having service for 3 days,call back to have it disconnected because there was a legal issue with the paper. The house was not transfered to my name as I was informed it would be. After a few months passed the deal finally went thru. I call again Columbia Gas to have the service connected again and they want charge $52.00 reconnection fee. Is Columbia Gas responsibility to connect and disconnect the gas service for customer who are in good standing. I understand that is there responsibility a service fee for customer who are delinquent with their invoices. If you would like to discuss this more, please feel free to contact me.

Desired Settlement: Waive reconnection fee

Business Response: I contacted Mr. ***** 2/26/12. In our conversation I explained to him that per our tariff a 52.00 service reconnection fee is an allowable charge. This fee cannot be waived. Mr. ***** called to disconnect service on 11/1/12. If he requests service to be reconnected here he will be charged this fee.

Consumer Response: Its normal business to turn gas on and off as needed.  its understantable if the account was turn off for a disconnection, and the only reason they can get away with this is because there is no other place to go for this service.
































BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

2/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: called columbia gas on 1/31/2013 - sent in all the information they wanted. received call from them advising me that there will be a deposit of $86.00 needed. (no problem) however they can not turn my gas on until Feb. 6, 2013. have they not noticed the degrees outside. I wish we had other options here n Columbus, other then the ones we are stuck with. febuary 6th, 2013 i have to wait an additional 5 more days for heat or to evern shower? this company really sucks. oh dont be late on your bill tho, I hear they also tack on a late charge fee. cab i charge them if my pipes freeze & bust or me or my mother freeze to death??

Desired Settlement: I would like this matter taken care of ASAP. it is cold outside & we both have to shower to go to work to pays this company.

Business Response: The connect order for ****** ****** at 378 E. ****** Avenue was scheduled and worked within the 5 business day rule. The call was made to connect service on January 31, 2013, the connect order was placed and completed on February 6th, 2013. Columbia Gas provided service to the customer within 5 business days.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/19/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a house from **** Homes in Dublin, Ohio. I requested gas service to be connected in my name from 01/01/2013 after I moved into this house. After around 2 weeks I received a bill amounting $182.95 (300 units). I called Columbia Gas and reported the amount. The representative asked me to go to the meter and get the reading which i did and it was 312. The representative mentioned that 300 unit is not that should be billed to me and she created a review ticket. So from this figure the average usage in my house is about 1 unit/day. Columbia Gas charged my credit card for the full amount and when i saw this, I called them today and inquired about the adjustment and was surprised to hear that there can't be any adjustment made and I need to take this matter to the builder. I do not understand this at all. Columbia gas has all the right to bill me for the usage from the day I moved in. They can not round the meter to 0 when i got the connection to my name and bill me for 300 units for 10 days of my service with them. Hence may I request your good office to help resolving this issue with Columbia Gas?

Desired Settlement: I strongly feel that Columbia gas should establish some process in place where customers like me are not billed incorrectly like this. I should be billed or the energy that I have used. They simply can not bill for me for gas that i am not responsible for. Columbia Gas should take action and resolve this issue ASAP.

Business Response:

The customer was over billed. The gas was transferred out of the builder's name and into his name with a calculated reading.   Since this was a new building our system did not have any history to calculate the billing accurately.  Mr. ****** has been billed 50 ccfs @ $49.21.

 


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: on 12/21/2012 I called to have services turned on at 438 1/2 ***** **** street (my rental unit, located above my garage) the tech came out and said there were leaks so services could not be turned on. i call a construction person who came out and fixed the pipes that are located in my garage along with all water heaters, furnance etc. My husband made sure all valves in the unit were off. No one other than my husband entered the unit during the repairs. i called columbia gas again and the same lady came out to turn on the gas. she was told all valves in the unit were off and i let her into the garage and left her to do her job. later she came to my door, said the gas was on, she had entered the unit to turn up the thermostat and i should go over later to turn it down. when i entered the unit i notice soiled footprints to the thermostat, thru the kitchen and to the vents in 2 different room. i immediately called columbia gas to file a complaint. (I did mop the kitchen and entryway so no more dirt would get on the carpets) No one got back with me. i called again on 1/7/13 and again on 1/15/13. I did let them know I was unable to rent the unit because i was waiting on someone to assess the damage. on 1/17/13 a supervisor came out and took pictures. he admitted seeing the footprints and said he would call me that afternoon after talking with the tech. I did not receive a call back. on 1/18/2013 he showed up again saying neither of my phone numbers were working and that his tech denied walking in the unit and he was going to stand behind her, denying my claim.

Desired Settlement: $50 cost to clean the carpet$400 lost income/rental fee for January

Business Response: The FOL spoke to the property owner on January 18, 2013 and advised the technician had no reason to be in the areas in question. The technician checked the stove valve and the thermostat. The area of carpet the property owner is referring to are out of the area where the technician went. The property owner has been advised that COH is not responsible for cleaning the carpet area. During the time the technician was there, a repairman was also there going in and out of the home.

Consumer Response: the repairman was NOT there when the columbia gas tech was there!!! she came out said there was leaks, days later he came to fix the leaks. when the work was done i called columbia gas to come out to turn the gas on. columbia gas techs are not going to sit around waiting for a repairman to fix leaks in pipes.  ALL PIPES ARE LOCATED IN THE GARAGE BELOW THE APARTMENT.  the repairman never entered the apartment. my husband went in to make sure the valves were off before the repairman started working. AND if the gas was off, meaning the furnace was not on...why would someone walk to the vents im assuming to see if heat was coming out???? They are not being truthful!


































Business Response: The service supervisor has stated that the service tech was not in the area of carpet the property owner is referring to. The technician checked the stove valve and thermostat, he was not in the area where the carpet was soiled. The claim for carpet cleaning has been denied.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/18/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My gas was dissconnected due to non payments as of 1/22/13. My friend ***** ********* called in. 1/23/13 to make a payment but was not authorized to speak on my account or do anything but just place a payment. But for some reason the customer service rep told him all the account details and spoke to him about payment plans how much I owed. I didn't want this to happen as allhe was just supposed to make a payment of $52 that I asked him to make. It was embarrassing now that info has been discussed with him and now can not be changed. When I called in then they tried to say I made the payment this is not the case the call was placed by ***** and one the rep realized her mistake she changed the notes around. But even besides that it gets wores. So he does pay the reconnection fee of 52 dollars and they send a rep out supposedly. I was home and left my main door open and put a note on the screen door stating I'm home knock hard. There was no knock just a note left on the door. When ***** called he also informed me that he gave them a contract number witch was his just incase something like this happens. Nobody ever called the contact number. So I then call myself and to see what's going on and a person claiming to be a supervisor but later found out she is just a customer service lead called me back after I asked to speak to a supervisor. She stated that the earliest they can come out is 1/30/13. I then say this is unacceptable because on the bill it states they will come out same day and turn the gas on as long as you pay before 12:30pm. The payment was made at 11:20am. On an even more inmportant note they do know my God daughter ******** ********* lives here witch is 2 years old and is making her sick every day that the gas is off. Ever since I have talked to that supervisor nobody has tried to help the situation just keep dodging my questions and hanging up on me and I have not even acted irate as you can tell if listen to call.

Desired Settlement: I would like the confirmation of the discharge of the responsible employees. With compensation for me and my family's pain and suffering with no heat in 7 degree weather with no heat. I do not feel safe with my info when a businesses as big as then has employees that can't even follow simple protocol.

Business Response: Our records indicate that ***** ********* is listed as an authorized caller for this account. With that information noted on the account ***** is permitted to access information about the account. This authorization would have been requested and approved by ***** *****.  The reconnect order has been rescheduled via customer service for February 6th 2012, with an AM preference.

Consumer Response: I only added after he was told the revieling information and now I am again going another 7 days with out heat because of your flowed and very selfish policies. My gas was supposed to be turned on last week on the 01/23/13 but wasnt and then was rescheduled for 01/30/13 then nobody came out for the appointment all they did was call one time at 8:11am and went to voice mail for some reason and nobody came and now am rescheduling me for 02/06/13. I have kids in my home and its very cold in Columbus Ohio. Now I have to wait longer because your company doesn't deam me having heat is worth more then only one phone call before they skip me. Am now still with out heat even though I paid and had originally scheduled apointment on 01/23/13. But columbia gas doesn't care and thinks its ok that me and my family go with out gas for these many winter days.






























Business Response: Columbia Gas has restored to this address on February 6, 2013. This complaint has been resolved, no further action is required

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Columbia Gas had to repair my gas meter and some gas lines underground they showed up with no warning at 8 am on 1/29/2012. They proceeded to repair the meter and gas line or whatever they had to fix. They got done at 4pm. The person who did the repair said that they needed to call out somone to turn on the gas and it should be turned on between 6pm and 630pm. I contacted them and asked them if they could expidite the service seeing how I had just got home from work and we had no gas to no fault of us. The rude rep told me that they have no control on when they jwould be dispatched to my house it could take up to 10pm. I then called PUCO on this matter they gave the number to the coorperat complaints person. She reassured that my gas would be back on between 6 and 630pm. Here it is 830 pm and still no gas I then contacted the emergency line and she advised that I am on the list and there is no time frame. This is total BS I cannot believe that they are the ones that caused this issue and they are punishing me. I have to get up for work by 330am but they dont care. I have to pay my bill but if i didnt they would shut me off quick. Well they just showed up at 9pm shoes how dilligant they are

Desired Settlement: I believe for the inconviniance in causing me they should refund me my current bill it would stop them from dragging there feet in the mudd when the consumer is not at fault

Business Response:  GAS SERVICE WAS RESTORED PER PROCEDURE. A $25.00 CREDIT WILL BE APPLIED TO THE ACCOUNT FOR THE CUSTOMERS' INCONVENIENCE .      

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had an inspection of my meter and gas lines on Jan 31, 2013. A leak was found so my gas was shut off at 1 pm. The tech told me someone would be out the next day to fix the leak and to move my meter to the outside from inside. I told him that I was sick with a bad cold and he said he would ask if anyone could come later that day. He said he called and it wasn't possible. At 3pm that afternoon my husband called to see when someone would be there and the rep told him that we were scheduled for later the same day, We waited and watched out the windows, By 7 pm no one had came yet so I called the gas co, a rep named, **** **** told me she had a report that the job was finished, I told her no one had ever came, She again said her report said the job was done, I said no, no one ever came, we had been watching out the window and no one came, we would notice if someone had dug up our yard and the meter was to be taken from inside the house and put outside. She still insisted the job was done. She told me someone would be there soon to light the pilots. A few minutes later a man called, he said they did not get to us and someone would be there tomorrow. I would not had been so upset if the one rep had not told my husband that someone would be here to fix things that day. He called at 3, if we had known no one was coming we could 've been prepared for the 5 degree cold weather. and to prepare to keep our pipes from freezing. At 8 am workers came . They left the yard a mess and put the meter in my flower box right in front of the house. It looks terrible. They were done by 1pm, I had to call at 3 to see if anyone was coming to light the pilots. The rep said there will be some one there sometime today. Finally at around 5 a tech called and said he was on the way, a few minutes later a man called and said he would not becoming for a while later because he had an emergency to take care of first. I was not happy, I told him about the terrible service, confusion and lack of communication

Desired Settlement: A discount on our gas bill for the misleading information from the phone reps, frustration and discomfort of having no heat for so long while having very bad cold.

Business Response: Due to your inconvenience a $50.00 credit will be applied to your account. A letter has been sent advising that the restoration process will begin in the spring. Please feel free to contact our office at ###-###-#### with any future concerns. 

Consumer Response: Thank you. I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.





















BBB's Final Determination: Consumer accepted resolution offered by the business.

2/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Upgrading Hot Water System in my home and found that the meter/regulator needed to be upgraded as well due to the meter being outdated. Since the meter belongs to Columbia Gas of Ohio I contacted them in regards to this matter. I was informed that there would be a charge of $539.98 to *** ** ************. Without this agreement I will not be able to have the system I have selected, However I am paying for something that does not belong to me.

Desired Settlement: To understand why I have to pay for something that belongs to another party.

Business Response: The customer has been advised by the New Business Representative that he will need to pay $539.98. The New Business Representative has spoken with the customer's plumber. The customer is replacing his water tank  with an On Demand. This type of appliance will require a larger demand than the gallon style hot water tank. The existing meter at this location will not accomodate the future gas use with the newly added appliance. If the customer is running the furnace and the hot water the current meter would fail. The customer will need the meter and the regulator changed, therefore, the $539.98 is required.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am being told I have to allow a subcontractor into my home at their convenience(pretty much) to do an inspection of my inside gas piping that I am responsible for. This is an invasion of my privacy and I resent it to the point I am considering changing heating gas providers. I am being told this action is federally mandated so I requested something in writing if that is the case. I was told all they have is a little paper note they (the subcontractor) hung on my door is all they (the gas company) has.

Desired Settlement: I want a copy of the "Federal Mandate" that gives them the right to enter my home.

Business Response: The Federal Mandated information can be retrieved via the Code of Federal Regulations website. You will need to look under the section 192.723, this section has the leakage inspection information. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/4/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called a representative since the website would not take my payment directly. The rep advised me that since I had a check bounce from the previous month, they could not accept my payment. She advised me that I must pay either at a payment center or with a credit card (both of which would charge me a fee to make my payment). I did not complain whatsoever about paying the $18 charge for a bounced check even though I already paid $36 for an overdraft fee. My family and I ran low on cash around the holidays and this is the reason my check bounced. I did, however, make the payment on 1/4/13 right after the check bounced (there was no $18 fee charged to the account at this time). Now, when a person is having trouble making payments every once in a while and a check bounces, not only are they going to pay an $18 charge but then they cannot pay their bill without paying an additional fee! This is absurd!

Desired Settlement: If I am going to be charged to make a payment, I want the $18 fee refunded. I am already being punished by having to pay extra to make a payment.

Business Response: Company records indicate that a one time payment in the amount of $50.77 was made via the web on December 20, 2012. The payment was returned on December 26, 2012. Company policy states that any payment returned due to non-sufficient funds will be assessed an $18.00 returned check fee. This fee will not be refunded.

Consumer Response: My main problem is the fact the company will no longer accept any payment from me other than a credit card payment which they are trying to charge me to do. It is absolutely absurd that a company (especially a regulated utility company) is trying to charge me extra to make a payment! Twisting my arm into paying a service fee to keep my gas on is absolutely WRONG!




Business Response:

There are many options to make a payment to Columbia Gas. The payment can be mailed to our lockbox address at PO Box 742510 Cincinnati, OH 45274,  payments can be made thru bill matrix at 1-866-711-3698, a payment can be made thru an authorized agent location in your area. Contact customer service at ###-###-#### to confirm the authorized payment location.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/31/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Had our gas turned off suddenly without ANY prior notice. No bills, no notice of termination, no phone calls, in the middle of winter where it's 20 degrees outside. Called and immediately paid it (we both have six figure incomes, was a drop in the bucket). They will come out tomorrow between 8AM and 11PM (PM!). My wife had an outstanding doctors appointment, missed the "call ahead" by 2 minutes; called back and they said not until a week later they can come out. They said they called twice, and only called once; blatant lying.They did not email, write, call, or send a bill since we began living here months ago. And have blatantly lied about calling ahead. Now we are without heat for another day, possibly going to have water damage and other freeze damage in our house.I'm half tempted to sue in court outright. This is the WORST customer service I've ever seen. It's a horrible pity that companies like this have a monopoly and consumers have no choice.

Desired Settlement: I would like ALL our gas bills refunded, and will invoice for the damage to our home in the event of a frozen pipe...

Business Response: Pat, A termination notice was mailed to the customer on 12/4/12. Our 3rd party agency tried to contact the customer on 12/17/12. The customer could not be reached, so a 10 day notice was mailed to the service address at 491 ******** Dr. Service was disconnected on 1/7/13. We did not receive any returned mail from this address, nor do we have a different mailing address on file for this customer. The bills are sent to 491 ******** Dr. There has not been any payments made to this account since service was connected 7/31/12. The customer called Columbia Gas and through our automated system he was advised to pay $180.75 which includes a $52 dollar reconnection fee. The customer made payment of $180.75 that posted to the account on 1/8/13. The reconnect order was scheduled for 1/8 with a call ahead. Our technician contacted the customer at 10:40a and 11:35a and left a message for customer to reschedule. Be advised, if a customer misses a scheduled appointment the order can be scheduled out for up to 5 business days. When the customer called in about missed order our representative rescheduled them for the next day 1/9. We went out on 1/9 to reconnect service we found a leak in the service line. We replaced the line, moved the meter outside and restored service 1/10. I apologize for any misunderstanding the customer may have had. We disconnected service for non payment in accordance with our mandated policies. The customer was given ample opportunity to make payment. Columbia Gas followed procedure and is not willing to refund the customer. At this time I am showing the customer has a past due balance of 184.05 and another termination notice may print on 2-6-13. In the future Mr. ***** will need to make payments on time to avoid disconnection.

Consumer Response: The only notification we have ever received at 491 ******** Dr. has been 1 phone call at 11:35AM on 1/8/13 from a blocked number. We had never received a bill or notification of service since we moved into the property. We had paid 2 previous bills via their online system on our own accord.
































BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/28/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I moved out of my apartment at the end of October 2012. I called on 10/22 to cancel gas services. I moved out and received another bill for $50.93. I called multiple times to explain that I had moved out and called to cancel service. They said they couldn't find any record of me calling. I looked at my phone bill and it confirmed that I called on 10/22 to cancel service. I sent them a copy of the phone bill and called every few days to see if the issue had been resolved, each time I was told they were still researching and someone would call me. I called today more than 2 months after canceling (12/26/12) and I was told that despite my phone record proving that I called on 10/22 I was told I still owed the $50.93 bill.

Desired Settlement: I would like to be refunded my $50.93 for my paid bill after I canceled service.

Business Response: I contacted the customer 1/7/12 regarding her concern. I asked her if she spoke to a live rep. She states she was unsure if she spoke to live rep or not. I researched the account and I could not find any information showing that she called into our office and requested a service disconnection. She spoke to call center reps a couple times in December. The reps searched for and listened to recorded calls for her. No one could find proof of her calling in to schedule a disconnect, or calling in at all. I contacted ****** and explained to her that her call was not found. I also explained to her that whenever customers call our 800 number their accounts are automatically updated with the information. Whether a customer speaks to a live rep or listens to the automated system their account records are updated. At this time we will not provide ****** with a refund for the payment made towards her final service bill.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/21/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: First week of Oct gas line to my house was replaced. Tech came in lit pilot lights and left. When I turned heat on Oct 8th it would not heat house, pilot light on. Called ***** ****** was told gas valve was not turned to on. Called Columbua Gas and faxed copy of detailed receipt from ***** on 10-12-12. Was told to call back for status in 2 weeks, called on 10-25, 10-29 and 10-31. Was told check was mailed on 10-31. No check on 11-7 called back. Said check was never mailed would escalate. Called again 11-12, 11-14, 11-16, 11-30 finally told check was en route, again. 12-5-12 still no check but has been approved (again) and can expect it in 2 weeks. 12-19 no check called again said it was, with complete certainity mailed on 12-19 please allow 2 weeks. It is January 2, 2013 and I do not have the re-imbursement check that I have been told since October 31, 2012 is "in the mail".

Desired Settlement: I would like a check from Columbia Gas mailed to me.

Business Response:

I apologize for the delay in your refund.  I spoke to the accounting dept and a check was mailed out to the customer today.  They sent me a  copy of the check.  The customer should have the refund by Friday or Saturday.

 


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/19/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Columbia Gas shut off the service over what they stated was an unpaid bill. I called several times at after receiving what I felt was an innacurate bill. Columbia Gas stated that they would have a presentative come out and read the meter, giving me several times. They would always ask when I would be at the residence so they could read the meter. Finally, a meter reader came out to the residence to physically read the meter. Once he gained access he stated that the meter had been tampered with. After accusing me of breaking the lock and reading the riot act, he took possession of the meter. This was upsetting to say the least. I called to speak to a representative several times within the next 2 weeks as this was in November and all they would say was that they were in the process of doing an investigation. I asked them how much sense it would make for someone to tamper with a meter and call them out to check it several times. All they said after this was to keep calling back. I asked them to keep note of each time I had called in the past about the lack of gas and requests for checks.They stated they would. In one instance the rep stated that possibly the payments were crossed as her computer showed that I had already paid 180 dollars but that they had not caught it until after the cutoff. I get a letter in the mail claiming I owed them not only for gas usage that they claimed was unauthorized, an investigation fee and a re-connection fee. When I called to discuss the issue and rectify the situation,I got a hardline customer service rep that stated that even though the gas had to be cut on at the curb and it would have been detected by drive-by digital meter reads, I could have made a tool like McGyver to cut on the gas. I felt this was idiotic and at odds with reality or commonsense so I stated she check the notes and refer me to her supervisor. She stated she could find no notes and would leave a note for her supervisor.

Desired Settlement: I want Columbia Gas to be more thorough in their information and notation process, as well as being cognizant of when technicians actually disconnect services instead of when they state services are disconnected. It would be helpful if payment information could be conveyed to the pertinent parties in an expedited fashion so that this would not occur in the future. I also want the reconnection & investigation fee waived as there was never a lock on the meter during the entirety of my stay there.

Business Response:

I spoke to Mr. ****** 1-4-13 advising him of the situation.  Mr. ****** did not turn the gas on, it did not get turned off.  I advised it was our error.  However he was in a termination status and was to be terminated for non payment on 8-20-12 for $279. 85.  On 9-17-12 we received payment for $180.00.  He still owed $99.85 on this notice.   He did used the gas from August to November and he was billed $121.12.  He is responsible for the usage and it was transferred to his gas account.  I have voided the $88 fee.

I have advised that he needs to pay the $99.85 that was owed on the notice and contact us with the receipt # and we will restore service.

 


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called to have service set up on Dec 31st. I moved into my new apartment Jan 1st. The best they could do was Jan 3rd. I gave them my building manager's cell phone number as my contact number since I would be at work and therefore no one would be there to answer door. They service all neighboring apartments and know that the meters are in the back of the property. My building manager was at my apartment's meter for most of the day waiting around for them to show up. When he got a call from them they said they had already been to the property and that my appointment was rescheduled for Jan 8th. When he told them that he was waiting for them at the meter they told him that there was nothing that they could do and insisted it was my problem and not at all their mistake for not calling him when they arrived. I have already been without heat for two days. I patiently waited my turn to have my gas connected and now because they neglected to call my contact person when they showed up at the property I will be without heat for almost another week. I can't use my stove, my shower, my apartment has met temperatures below freezing, and I have two older animals to care for. When I called to straighten out this matter over the phone the issue wasn't resolved. I was told "too bad" and that I'd have to wait. What kills me is that I provided them with all the necessary information they needed, told them that I was not at home and they should meet with my buidling manager, my building manager was at the meter the entire time, they service all of my neighbors in my complex, and they DID NOT call my contact number when they were confused as to why "no one was home". The representative at their call center were rude, pushed all the blame on me, and were unapologetic. They told me that in their workday (8am to 11:30pm) that nothing more could be done for me. I'm a new customer to Columbia Gas of Ohio and I really wish I didn't have to be. This has been easily the worst experience I've had with a utility company.

Desired Settlement: I would have wanted my gas turned on during my appointment time, for them to have called my building manager like they were supposed to have, and for better customer service over the phone. I wish I had other options for utility companies. I don't want to do business with them.

Business Response: Company records state that the service technician was advised to call ahead on Jan 3rd for access arrangements to turn service on. A call was made but no answer. The service technican went to the property but no one was there. He left a tag stating he could not get inside to complete the order. The order was the rescheduled for January 8th and was completed. The gas service is on at this time.  

Consumer Response:

Correction:

Prior to January 3rd I provided Columbia Gas with my building manager's cell phone number and told them that I wouldn't be at home to answer the door. They called him 30 mins before arrival. He got the call and waited at my apartment for them to arrive. Columbia Gas ignored my notes on my account and STILL knocked on my front door even though I felt I fully explained my situation to them. They came/left and rescheduled me for January 8th with an "all day, open appointment". I was told that they would show up between 8am-11:30pm. Because I had no choice but to wait until January 8th, I called their call center AGAIN and made clear notes on my account to avoid another major miscommunication. I kept it simple. I asked for the technician to call 30 minutes in advance to MY CELL PHONE number and that he GO TO THE BACK DOOR. My front door latch is difficult to open at this time and I can't hear him knocking all the way up the flight of stairs in my new building. I took January 8th off from work and waited for a phone call. Instead... around 11am -12pm I heard a faint tapping noise from outside. I ran to my window, saw the Columbia Gas truck OUT MY FRONT WINDOW (notice, NOT MY BACK DOOR like I had requested) and had to chase after the truck in my pajamas. I WASN'T given the courtesy of a 30 minute phone call, ALL notes on my account were ignored, and when I finally got the technician into my apartment to look at my thermostat--- he left in the middle of my service call because of an "emergency". Mind you at this point I've been without heat since I began living at my address Jan 1st---my situation wasn't treated with respect or a sense of urgency.

I'd like an inconveince credit placed on my account for having to be without heat for over a full week and for having to deal with rude, inconsiderate reps at the call center. I don't appreciate being called a liar and having all blame shifted on me when I gave them CLEAR, concise directions. I have no choice but to use their service. I'd like to see a little respect.




Business Response: A credit of $25.00 has been given to the customer for her inconvenience and to resolve complaint. The gas service was connected on January 8, 2013.

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





















BBB's Final Determination: Consumer accepted resolution offered by the business.

1/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered new service on Tuesday Dec 18th 2012 for 3469 ********* Ave, Columbus, OH 43220 was told someone had to be there between 8am-12 noon so I had my son there. And noone showed up so I called at 11am to see why and they said the order was for Noon to 4pm and I said no it was not. My son took off a day of work to be there and then noone showed up until 3:30pm and he had fallen asleep so hurried and put his dog up and let the serviceman in and in 2 minutes he was out saying he refused to hook my service and that we would have to wait until Dec 28th. I have called 3 times and no supervisor has talked to me and they told me one would call me back and now its Christmas and no gas for cooking so now I can't even go up for Christmas so all was ruined because serviceman would not hook up the gas. My son had last tenant shut off his gas and the weather is getting cold. So I hope you are happy you ruined our Christmas by not doing the order right in the beginning like I was told. If there was a different time schedule we should have been notified but we weren't. Wait all day for a 10 minute job. Now you expect us to wait 8 days how awful... We received a bill today in the mail and it wasn't even turned on yet.

Desired Settlement: Gas turned on immediately!!

Business Response:

Per the connect policy, service should be turned on within 5 business days from the date of the call. The service at this address was turned on within 4 business days from the time of the call. Christmas Eve and Christmas Day were non-process days. Service is now active and was turned on December 28, 2012.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently bought a house and Columbia Gas has been nothing but an atrocious pain to work with. I have issues from panic attacks and am needing my gas turned on asap so my pipes in my house do not freeze. I've spoken to about 5 people, including one supervisor and none of which seem interested in helping me. They tell me they cannot get a service person out til the 9th of January despite when I called it was Jan 2 and said it takes anywhere between 1-5 days to get service out. They do not seem to understand this is an emergency. Because of them I'm having to leave on space heaters and slept over to watch themin 41 degrees. I have a highly demanding job and due to it being so frigid, I got no sleep. No sleep also helps panic attacks occur more often. I'm to be fully in my residence Sunday, Jan. 6th and they are saying I will not have heat. That is ILLEGAL! They say if I get a "medical certificate" filled out by my Dr. they could turn it on same day but not to save my piping system. Heaven forbid I can get one ounce of peace-of-mind when I'm already stressed and freezing. I shouldn't need a Dr. note. It was 10-degrees outside this morning! Please help me resolve this! They are forcing me to leave on space heaters and I cannot stay there to watch them as it is too cold. Are they going to pay if my pipes bursts or my houses catches on fire?! Please help me BBB.

Desired Settlement: Yes. PLEASE. All I'm looking for is my gas at my new residence to be turned on so when I'm moving things in this weekend my friends are not freezing and so, right now, I do not have to lose sleep over either babysitting space heaters or worrying if my house is going to go up in flames. Please help me. Please.

Business Response:

Service was connected 1-9-13.  Records show Ms. ******** contacted us on 1-2-13 to schedule her connect at the new address.  The 1st available date was 1-9-13.  Per our Public Utility guidelines is service has to get connected within 5 business days.   Records show it was 5 business days.  The previous owner had the service disconnected 12-31-12.

I apologize for the customer's inconvenience.

 


Consumer Response: The gas should've never been shut off in the first place. Even my realtor, who has been in business for nearly 20 years, said this is the first time this has ever happened to him or a client. The final reading of the previous owner's meter should've been taken and the gas should've remained on for transfer to new owner. Especially in the temperature conditions they were leaving me in, my pipes in my house could've busted so I was then forced to leave space heaters inside my house, UNATTENDED, due to it being too frigid to sleep there (41-degrees) to watch them so that could have caused a fire had something gone wrong. Columbia Gas did not seem to care or consider pipes burst or a potential fire hazard from the unattended space heaters an "emergency"


I was suppose to be occupying the residence on the 6th and was to move on the weekend. Due to Columbia Gas's negligence, I was unable to move on the weekend and therefore, had to take a day off of work during the week to move. This may cost me extra rent money for my rental unit to my landlord. 

They stated I could get my gas turned on that day for a medical reason. I have been having severe stress issues at work which have been causing me to have severe panic attacks—so bad the paramedics were called out to my home to check on me. The continuous issue of no one willing to help me, only heightened that tremendously. I even called my doctor to ask him to send in the medical certificate as when I say I've been under more than what a person can handle, you can call my counselor if you'd like (and I'd gladly give you her number), I mean it. The anxiety has been terrible and Columbia gas only added to it and didn't consider it a "medical condition" or even remotely an issue. You try turning your furnace down to 41-degrees and attempting to sleep in it. You won't be able to. I didn't sleep the first (and only) night I was watching the space heaters. No sleep and working a high profile, stressful job due to being frozen all night adds to everything else I've just described. 

They are horrible people who do not care about their customers and if I ever won the lottery I would completely switch my house to all electric simply to not deal with these people. They have horrible ratings all over the place and it's not hard to see why. They're the only provider which allows them to treat their customers any way they see fit without having to worry about losing a customer due to no choice. Technically, since I should've been in there this past weekend, Columbia Gas should be paying me for part of my mortgage interest since I was unable to be in the property when I was suppose to. I've contacted Mayor Coleman on this issue and will be speaking to him about this incident. I am also going to call PUCO as well. I'm absolutely fed up with the stress they caused me.

































BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ask this company to open new service , they came in at 8 am and left we were there at 10 after 8 am .When they schedule new service they dont give you specific exact time , but block time like 8 to noon or all day you have to wait . dont go to work just wait for columbia gas . very poor customer service , employees are rude and they dont care and not trying to help .I have a 5 years old kid and its 30 degres we already moved to new home no gas no heat . Manager told me that I need to wait 4 days and wait all day on Monday to get gas service , already waited 5 days . They dont care about 5 years old kid or frezing weather and you are without heat . Very unprofessional business practice .This is what happens when you have monopoly but solar energy is growing alternative for heat and water heating . I will install one of them ASAP .

Desired Settlement: Traine empleyees to handles customer request per priorities kids and elderly people need immediate assistant take action and get more specific scheduling sytem that customers dont sufferincerase customer service level of your employees help customers when needed on time with respect and understanding show that you care

Consumer Response:

Complaint: *******

I am rejecting this response because:

Statement of failure on my part is not occurate not business professional .They failed to call us hour before on 13th as promised than We were promised service on Friday 14 but Agent called us back and told us They are not able to come on Friday  again second time .and saturday tech came on almost  8 pm at night again without hour call back as promised now customer has noting to do, no school , no work ,  dont go to hospital etc  and wait Columbia Gas to come when ever they wish if they keep their promises in this case 3 times they did failed and did not keep their promises than accuse customer

That is not acceptable business practice . My lost time waiting days and my kids suffering from cold waiting several days needs compensation of some what .They dont even offer apology .WOW.

What a Business ..... 

They need to check their Records  .They promised to call back never did before show up on my Home . Clerarly they are okay to hold service and not prioritize sick child waiting heat in several days

showing up at night at 8 pm shows that . by the way they promised service that day betweeen 8 am to 4 pm .Now  person represent that company put the integrity under the bus

Not acceptable business practice with alot of incorrect defense .
































BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/23/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: They lied and told me that some one would call me before a technician came out no one ever called now they wanna make me wait a week before someone comes back out,and I have a 2,4,&6 year old and I have systemic lupus.

Desired Settlement: Come and start my service before a week

Business Response: I contacted the customer and rescheduled her order for Friday 12-14-12

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/22/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called on November 19 to set up service for a gas at a property that I own, but have rented for the past four years. I recently had to evict a renter & was trying to set up service back in my name for the property. The property is also under contact to transfer to a new owner and I will be requiring service for only 19 calendar days. I was not aware at the time of evicting the renter that the gas had been shut off. I was told the first available appointment to return service to the property was on November 28. In talking to the customer service representative I was told if "I smelled an odor" I should call back as that would send a technician sooner than 10 days. I called back, a technician came within 30 minutes only to tell me he could do nothing & that I should just put several space heaters in a vacant property for the next 10 days. I spent more than an hour on the phone explaining both of these conversations earlier in the day to a supervisor. I requested an appointment earlier than November 28. I was told I would have an open appointment on November 26 with a time frame of 8am-11:30pm! I would receive a phone call 30 minutes prior to the technician coming out. I do not live within 30 minutes of this property, therefore I have been waiting for over 12 hours & still no call. I understand the need to quote a time frame for service, but a window of 15.5 hours is simply ridiculous! I am nine pregnant & waiting for a technician to arrive to an empty property. While I understand that service may not be established within 24 hours, more than 5 days is unexceptable!

Desired Settlement: I would like any and all fees for establishing new service refunded.

Business Response:

I Spoke to ******** regarding her concerns with connecting service. Our mandated policy allows Columbia Gas 5 business days to connect new service. Otherwise property owners can file a property agreement to be notified and have service automatically switched in to their name after disconnection of their tenants. Unfortunately there is not an agreement on file for this account.

******** called in to connect service on 11-19 according to our account records. Service was connected on 11/26. Keep in mind our offices were closed on 11/22 and 11/23 in observance of the Thanksgiving Holiday. This service was connected 4 days after her initial request. Columbia Gas cannot set specific appointment times due to the amount of emergency and compliance driven commitment dates. We schedule our appointments for all day, or a 4 hour time window. ******** explained her inconvenience with our current policies. She stated in our conversation she lives almost an hour away from her property and she works days. I apologized to the customer for her inconvenience. As a one time courtesy I will remove the minimum customer service charge off of this months bill. We will only charge her for the actual gas usage at the residence. I also scheduled her account to be disconnected for the 15th per her request. She will be selling the property by then. I advised ******** to give me a call back as soon as she receives her initial bill for me to make adjustments to her account. She also knows to call me if she has any more questions or concerns regarding this account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/17/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have lived at my current address 2 different times since 2006, using Columbia Gas service. Both times I have lived at this address I have been accused of illegally turning my gas on. The first time the service was in my boyfriend's name. They took my meter, cut off my service and the only way I could get service back was to put the service in my name. When we moved from this address I called to have the service ended and they wouldn't stop the service because we had already moved so no one was at the property to let someone in. So I didn't argue with them too much and left the service on. 8 months later we moved back to that address. I had assumed that I would receive the bill in the mail still in my name, but one never came and I forgot all about contacting them until a lady from Columbia gas came on 11/12/12 asking to see my meter because the gas was being used without authorization. I asked the lady if she was sure because the gas had been on since before we had moved in on July 12, 2012. We had been on the property for a month before that fixing it up. I called Columbia gas and they said that I turned the gas on without authorization. I asked when it was shut off and they said July 9, 2012. This can't be true because I had been on the property before and after that date and the gas had never been shut off. I told them this and they did not believe me. I also told them that this was the second time that this same situation occurred at this address and they proceeded to say that they just needed to take my meter. Columbia Gas did not give me any cooperation in this matter and threaten to remove the lines to my house. They waited 8 months to shut off a service that I cancelled, and then waited until the winter to come take my meter, because they realized the gas was still on. This is very wrong! I feel as if my family and I are paying for the mistakes that Columbia Gas made. I have a 1yr old child who takes breathing treatments and needs to stay warm this winter. 

Desired Settlement: i would like for columbia gas to resolve this issue without takeing my meter and leaving me and my family with out heat for the winter i will be more than happy to allow them to do what they need to do come spring when it is warmer weather i would also like for them to not accuse me of useing gas unauthorized again as well as fix the problem to eliminate this from happening again

Business Response:

I contacted ***** 11/30/12 I spoke to her about the unauthorized usage and told her that we need access to the meter. We made access arrangements, and we removed the meter 12/3. I called her back as soon as the usage billed. I explained to her that the usage charges total $386.29. I advised her to call back in with her receipt info before 3:30pm and I will have her service reconnected that same day. She agreed to make the payment and call in her receipt number.

The issue with this account, is we were unable to gain access to disconnect service when she was disconnected for non-pay back in July. In the future to avoid instances such as these we need her to call in 5 days before and allow us access to the meter to disconnect service.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/14/2012 Billing/Collection Issues
12/14/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: i paid to have columbia turn my service on 11.21.12 they gave me a restart day of 11.29.12 when the tech was unable to reach my leaseing office for an hour later they gave me a another date 12.07.12 i spoke to sevral reps, ******, **** and *****. **** scheduled me for 12.06.12 8 am to 12noon. once tranfered to ***** he scheduled for 12.07.12. and refused to let me speak to anyone else. after i requested on several occasions. after paying Columbis they are scheduling my reconnect 2 weeks no hot water or heat. please help me

Desired Settlement: i would like to have my service reconnected sooner than 12.07.12

Business Response:

I contacted Ms. ******** this morning, 12-3-12, and rescheduled her order for Wednesday, 12-5-12

 


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/28/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This began back in October when I was informed via mail that I need my gas meter inspected because its inside my house. I called and set up an appointment for 10/16/12 and specifically said I needed an evening appointmentthey set it up for 4:30p 8:30pon 10/16 at 1:06pm I recd a call from ***** who left me a msg. that if I didnt call back I would be fined $50.00 and my gas cut offI saved all the voice mailI called him back and told him I had an eve. appt. and he said he only works till 4 and that they dont want them putting in overtime I informed him that I had set up an eve. appt. and he said there was nothing he could dohe said he was going to cancel and I asked if someone else would be coming out and he didnt knowI called Columbia gas to see about the appt. and they said it had been cancelled and all they could do was rescheduleI re-schedule for 10/26got a taped recording from the company on 10/24 at 8:09 am for a reminder that I had an appt. on the 26thit said nothing about having to call back to confirm the appt.I left work early to make sure I was home by my appt.. time and waitedno one showed up or left me any kind of mgs.made another call to Columbia Gas on the 26th and spoke to ******* to see what happened and again all they could do was re-scheduleit was set up once again for an eve. appt. on 10/30 from 4p 6pon 10/29 ***** left a msg. at 10:39am saying he had someone heading over from ***** ******sI had forgotten my cell phone and did not get the msg. till I got homethe appt. was for the 30th and had no idea why he was calling to come over on the 29thhe said they would be painting the curb and a blue tag would be left at my door and said I would have to call Columbia gas to re-schedule and the next time my gas would be shut off.Spoke with ***** on the 30th to set up another evening appt. on 11/6/12 from 4:30 8:30 and she said it could possibly be as late at midnighton 11/2 @ 8:04am Columbia Gas Company left a reminder call about my appt.at 2:04pm ***** left me a msg. saying someone would be there after 5pm...again...got off work early and waitedhad a call from a gal around 4:30ish saying they were running lateshe asked if I wanted a call from the guy on his way to my place and I said yesI stayed up until I couldnt keep my eyes open at 11:30p and went to bed with my phone by my pillow just in caseno phone callno showCalled Columbia Gas on 11/7 @ 8:07am and spoke with **** and told him my story of what was going on and asked to speak to a supervisorspoke with Gail and again told her everythingwas told I was to call back when these guys called which I was never informed of on any call except the very first oneshe said that because I didnt call back the appt.. was automatically cancelledshe said they would make at least 2 phone attempts before cancelling and that never happenedI was so mad I told her I had to hang up or Id say something I shouldntcalled back at 10:26am and spoke with Janis who sent me to the supervisor line and I spoke with Normashe set me up for an eve. appt. on Thurs. Nov. 8th I said I worked and couldnt get home till around 5:30 pmshe noted that but couldnt guarantee someone would be there after 5:30pmI was shocked when my cell rang at 10:12 am and it was ***** saying he was heading overI was livid and said I had an eve. appt.he said he was heading over and since this was the 3rd attempt my gas would be shut offI told him I would be thereI was ready to close our reception desk because thats my job but quick got someone to cover and I rushed home ****t showed up and ran his wand around my lines and within 2 min. he was doneIm still livid as I type this upthe inconvenience they put me thusetting up eve. appt. which not once did they show up or honorwhen they left messages only once did he say if I didnt call back the apt. would be cancellednot even when the companys recorded reminder msg. was left did it say anything about having to call back to confirm I would be theretheir system need to be revamped desperately to ensure this would never happen againchange their msg. and inform their hired people the protocol.

Desired Settlement: I want them to move the meter from inside my home to outside at their expense so that I will NEVER have to deal with this again.

Business Response:

11/26/12

   I contacted the customer 11/21 regarding her concern. I apologized for her inconvenience while scheduling her inside leakage and corrosion inspection. It is not normal company practice for a customer to have such difficulty scheduling an inspection. We allow four hour windows to accommodate our customers work schedules. As a courtesy for her inconvenience I offered her a $25.00 credit towards her gas account. I also explained to her that Columbia Gas has not scheduled to move meters out in her area yet, but she can expect us to in the future. Our commitment to our customers is Columbia Gas will replace customer service lines and move meters outside at our expense, per our tariff. I explained to her that inside inspections are performed once every 3 years. She does not need to worry about allowing access for some time.

******

Columbia Gas of Ohio

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

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me. 

Regards,

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




















BBB's Final Determination: Consumer accepted resolution offered by the business.

11/27/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: hello my name is ***** ***** and im contacting your in regards to Columbia gas. On october 16th and 17th of 2012 i made to payments to cover a bill and called both days to report billing receipt. On Nov 2 2012 my gas was cut off due to "high deliquent bill" i call when i noticed the letter in mail to understand why my gas was shut off when my bill was made in a timely matter. one on the customer resps stated they did receive the payment but didnt receieve the call of the receipt to payment and the refuse to let me speak to a supervisor saying it was to late they dont allow customers to speak after 630pm. so me and children had to sleep in the cold for the weekend with a little warmth running the stove all day and night. on Monday nov 5 the came out to re store services and refused again because they stated i had a gas leak, very impossible when i have a system kit they will alarm when there is a carbon moxide and gas leaks so tuesday nov 6 i called the gas company again to have them come out to restore again after my landlord came out to see what the issue was and the columbia gas called one time saying they called twice when they didnt and cureently my gas can not be restored until the 12th of nov. because they say its no emergency, when i feel it is because one my gas should not have been cut off and two my son as asthma and i need my heat its too cold to go with out im pleading for some help as to what i can do

Desired Settlement: my gas restored and a credit to my account being that i have paid what was needed to be paid and im still without services

Business Response: I contacted customer and we spoke regarding her concern.  I apologized for any inconvenience she faced while reconnecting her service.  As requested her service has been restored.  I placed a 25.00 credit on her account for her inconvenience.





BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/24/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On October 29 at exactly 8am I called to get gas changed over to my name.She took my info and said I was good to go.On Tuesday I woke up to a freezing house, it was 43 degrees.I called Columbia gas to see what was going on, they said the gas was turned off and said the soonest someone would be there to turn it back on would be Monday November 5.The thought of me being in a house that was almost 40 degrees for an entire week did not sit well with my family or coworkers(I am pregnant).I called back later that morning telling them it was unacceptable to wait a week and that my doctor stated I was not to be staying in the house with no heat.The rep told me she would fax a medical form to my doctor and they had to fax it back by 2pm that same day(funny thing was it was 2:20)when I mentioned that it would be impossible to return the form because it was past 2, she said just to have them return it that day.My doctor called me asking me where this needed to be faxed back,the rep said the number would be on the form however it wasnt.I called Columbia gas back and was told that they would not give me the fax number and the doctor would have to call for that. I called my doctor back and apologized on behalf of columbia gas for being so difficult and unprofessional.She said she would call,my doctor calls back saying they will not give her the fax number without my account number.FUNNY thing was I never got an account number being that I was setting up new service, no account was ever given to me. My doctor called them back again.Early the next morning Coulumbia gas called to tell me that my medical form was denied becuase I am a new customer and this form is only valid for people who have had their service, which is completly ridiculous.He then informed me that the first time I called them was the day before,which is FALSE becuase I called them two days before at 8 am, finding out that they turned off the gas later that same day. Not only was their customer service horrible,the wait time to get heat in the
winter was seven days, after provdiing a medical form it was denied, then they somehow have to record of my previous call. People have pointed out that they charge an activation fee when gas needs to be turned back on, stating that this must be their agenda.I will NOT pay an activation fee becuase I called to get the name switced prior to the gas being turned off.I cannot image my grandparents trying to deal with this company and I hope that they dont treat everyone the way I have been treated.

Desired Settlement: Presumably to have gas reconnected.

Business Response:

I contacted customer and spoke to her regarding her concern. She was informed incorrectly regarding the use of medical certificates by our Call Center Representative. I rescheduled her new service connection for 11/2 instead of 11/5. I apologized for the misinformation. Be advised, that our company policy states that Columbia Gas has 5 business days to connect new service. In the future ****** will need to call in at least 5 business days prior to the date she wants to connect service. Thanks,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/23/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I paid a bill at Columbia Gas, then they called and told me that I didn't pay it and I needed to pay it again. I paid it again, then it showed up that I paid it twice. I tried to call and cancel it. I paid it on their website, but they couldn't figure out who I paid it through so had me call three different companies before I found the one that it was processed through. Only to be told that they couldn't cancel my payment. So now I am going to get hit with one of three fees no matter what I do. No one at Columbia can do anything to help me and no one has an answer. And I have been wasting my time for 2 hours on the phone jumping through hoops just to be told that no one can do anything for me. This company and their customer service is a joke. I cancelled my account, I don't owe them any money after this payment clears, yet they can't cancel a payment for me that I made less than a day ago, for money that they don't even need. I will never ever use Columbia Gas again and refuse to move into any community where they are my only option. This company is a joke.

Desired Settlement: I want Columbia to cancel the payment, and if they don't cancel it then they need to pay my fees for my overdraft or my "bounced check"

Business Response:

The 2nd payment of $85.95 has posted to the account and I have coded it to sent the refund back to the customer.  This will take 7-10 days. 

Records show the customer made the 1st payment on 10-19-12 but it didnt post until 10-24-12.  The 2nd payment shows on 10-23-12 and shows posted 10-26-12  When payments are made on the website they take 3 days to post to the gas account.   There is notation in the website when you go into one time payment option.

Unfortunately the only way I can refund the money is to now send to a refund check due to the credit on the account.  You should have the refund in 7-10 days. 

 

Thank you


 

 

Consumer Response: It has now been 13 days since the payment cleared my account and I have not received a refund even though the response to my complaint twice said that I would receive a refund in 7 to 10 business days.  Columbia Gas is a joke and I would like to be compensated for my wasted time and their uneccessary holding of money that does not even belong to them.  I would like my last payment to be completely refunded, including the amount that I did owe for the inconvenience of wrong information, poor customer service and unprofessional way that my case has been handled.  



































Business Response:

Records show I responded to the customer's concern was 10-29-12.  I advised that the refund would take 7-10 business days.   I show the payment was released on 11-2-12.  She should have the check any day.

Unfortunately we cannot refund the 1st payment as it was made to pay off the balance owed on the account.  The customer made the two payments on our website it was not Columbia's fault.

If the customer does not have the payment by the middle of next week please have her contact us at ###-###-####.

Thank you


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/16/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 10/2/12 had gas shut off for non payment. On 10/2 after 1pm the bill for $159.78 was paid and confirmation was given(55277137). Was told because I called after 1pm it could take up to 24hr to restore service. On 10/4 gas was restored. Received final collection notice on 10/31/12. Called to inquire why it is a final collection notice. Was told our service should not be on and that we illegally turned gas on without them knowing. Told them we do not even know where the shut off valve is and that we had a bill with our payment showing it posted to our account, we had a credit on our account and that we had a confirmation notice. We were told because we did not call the confirmation notice in, there was no work order to turn gas back on, therefore we illegally turned it on. Asked them how we would know the length of time it would take to turn gas back on and where did confirmation number come from if we did not talk to them. Was then told they were immediately sending someone out to shut gas off, we were responsible for paying a re-connect fee, and they were pulling meter from house. Keep in mind it is 38 degrees out AND the bill was IMMEDIATLY paid to restore service. Also told there would be a 2 day investigation and that we would not have gas for that amount of time. We would also have to call back in in two days to remind them to turn gas on. Asked for a supervisor and was told we were speaking to the only supervisor they had for the night. (****** Employee number****).

Desired Settlement: Refuse to pay any reconnection fee and do not want gas shut off due to current temperature, children in home, and inability to comunicate and provide proper proof of employee who was on our property to turn gas back on. Also provide a professional apology from supervisor "****".

Business Response: The customer has contacted the PUCO regarding this complaint. A service order is pending for today and will be worked after 5pm to check the reading to bill gas useage. The customer has been advised to call back on November 6th, 2012 for billing information.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/29/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: columbia gas has destroyed my yard at made my house look like crap because of their choose in contractor .I have called and complained they do not return my calls I call the contractor they do not call back either.The tore up my yard and the only thing that grows wear they planted is weeds that have ruined my lawn mower the weeds also smell there is no grass growing .I was promissed my yard would look great when they are down.also since the contractor did not put his line where a rep from there company and i disguest the result was them hanging a 7 foot pipe on the out side of my house iI was promised that they would make it so it was not noticeable they lied then they told me they would paint it to mach my house so it would blend in .I was then greeted at my door and handed a can of spray paint and told you can paint it if you like but iam not. I use to have the nicest grass on my block now i dont even want to go outside and look at it.

Desired Settlement: I want GRASS back in my yard no WEEDS and make that crapy pipe blend in like I was promissed. I do not think this will be hard to do

Business Response: ** ********** has spoken with the Construction Coordinator this morning regarding additional grass seed for the yard and paint for the houseline pipe. Both parties were able to work out terms hand paint the houseline pipe and spread grass seed. Per the Construction Coordinator, the customer is satisfied with these arrangements.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/24/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made a payment of 37.21 on 9-14-2012. On 9-18 my electric bill came and i paid it, as well as checked the balance on my gas as well. Columbia Gas showed a balance of 37.21. Again i paid the bill not realizing i had already paid it. I called a few times and sent some e-mails and Columbia gas had agreed to refund the 37.21, stating it would take around 14 day to receive my payment back. Today a bill has come with the $37.21 applied s a credit. This is not what they promised me and is not what i wanted. As far as i can tell Columbia gas never even tried to issue the refund owed to me and im not very happy about it. Is there anything the BBB can do for me to help or something i could do to help my self here? This is not about the money at all. This is about principle and customer service and i do not like being lied to. This may seem petty and small of me but i am hoping to get some resolution for the trouble this has caused me. Thank you.

Desired Settlement: I want my check for 37.21 sent to me as promised in the e-mail sent to me and on the phone when i called.

Business Response:

Records show a payment of $37.21 posted to the gas account on 9-21-12 causing the account ot have a credit balance.   We received an email form *** **** on 9-24-12 requesting the refund.  The agent advised once the payment clears she would issue a refund in 14 days.

** ****** account billed on 10-9-12 before the refund was processed. The bill is $45.81.  The $37.21 has been deducted from the $45,81 and now $8.60 is owed.

I apologize that you were told that we would send you the refund.  I have credited the $8.60 that was owed on your October 2012 statement so nothing is due.

Thank you

********* *****   

Consumer Response:

"This will take 14 days from the 21st of September to be approved."  That is a quote from an email i received from ***** on 9-24, There are 17 day between September 21st and October 9th.   I ask again, why was a refund check sent to me as i was told it would before my next billing cycle?  Was there even an attempt made to send me a refund check?  Why was i not notified of Columbia Gases apparent inability to send the refund check to me?  Why was this something i had to find out on my own? Why dose your website show a ballance 4 days after a bill has been paid when any other online bill i pay show a zero balance right away?  If your website was to show a pending payment or a zero balance after a payment was made this would have all been avoided.  Thank you ****

Regards,

******* **** 






























Business Response:

 

To clarify. the payment did post to the account on Friday, 9-21-12 however *** **** contacted us on 9-24-12.  The agent advised she would submit for refund check in 14 days when check clears.  There are 14 days between 9-24-12 is 10-9-12.  The account billed again on 10-9-12. 

Again, I apologize that the refund check was not sent out and once the account billed ($45.81) there was no longer a credit on the account.  I credited your gas account $8.60, which is the difference from your credit and the new bill.  We also gave you an addiitonal $10 cedit for the inconvenience.   You now have $10 credit toward your next bill on 11-7-12.

When a customer makes a payment through our website it takes 3-4 days for the payment to post to the account.

 Thank you

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

Columbia Gas of Ohio

 

Consumer Response:
******** *****, to clarify even more so than you have i first attempted to contact your company on 9-18 between 6 and 7 pm.  Your company's phones were not working so i was unable to talk to anyone.  I sent a message to your company that evening as well at 7:59pm. YOUR COMPANY RESPONDED 9-20 AT 10:47AM.  How is it that your company can respond to a e-mail i sent 4 days before you say i made any contact at all.( i do not ask rhetorical questions, there for i would like that one answered)   So you can review this i will attach the message i sent on 9-18 and your company's response on 9-20.   By the way i asked some questions in my last message that you have not answered yet.  Please look into those as well.  Thank you


Regards,

******* ****


























BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/23/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: The weather is cold and we paid to receive service hookup for gas in order to keep our children warm and healthy. We agreed to be home at a certain time to accommodate the technician. No body showed and when i called i was given the runaround and told I would have to sit waiting until as late as midnight or we would not receive service. I missed other appointments and have been greatly inconvenienced and the supervisor I spoke with said she wouldn't do anything to compensate me for their lack of caring. My time is valuable and the welfare of my children is important.

Desired Settlement: My wages from work are $21 dollars/hour. I require compensation for wages lost while waiting for service at a rate of $21 dollars for every hour spent waiting past the agreed upon appointment time.

Business Response:

A termination bill went out 6-25-12 for $159.50 with a termination date of 7-10-12 or after.  We did not hear from the customer nor did we receive payment so service was termination 7-12-12.   The customer called into Columbia and went through our automated service and was quoted $178.67 which included the $52.00 reconnection fee to restore service.

We received a payment for $89.34 on 9-27-12.  The customer contacted us 10-8-12 with payment receipt and an order was taken to restore service on 10-10-12 in the AM.  The customer called at 2:10 pm and was advised that the technician had been called to an emergency order (odor of gas).  They were advised that he would be there still be there that day.

The technician arrived at 4:30 pm and service was restored.

When a customer's gas service has been off for more than 10 days, Columbia has 5 business days to get service restored after payment is made. Columbia Gas does not compensate lost wages waiting on service connections.  Emergency situations happen and orders get pushed back.

I do apologize for your inconvenience and have credited your gas account $25 for the inconvenience.

Thank you

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

Columbia Gas

   

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/20/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In 1999, Columbia Gas of Ohio allowed another person to put a bill in my name when I was only 11 years old. My name was******* ****** in 1999. Since then my credit has been destroyed and when I turned 18 I had terrible credit instead of no credit. Since then this bill has been paid. However, I will not be satisfied until my credit is amended. This whole situation should not have happened. How can a company be aloud to put a bill in a MINORS name. It is unethical and should not happen to anyone. I have already filled out one Bad debt Affidavit and sent it in and was told today 10/02/2012 that they did not get it or if they did it was destroyed. How can this be when you received my money to pay this?! Please help me get this resolved. Thank you,******* *******

Desired Settlement: I want my credit fixed from 1999-2012. I want fair and accurate reporting.

Business Response:

10/3

I contacted customer on 10/3/12. She advised me of her concern. She stated that her mother placed service in her name when she was 11. I explained to her that Columbia Gas cannot be liable for her mother connecting service into her name. I also explained to her the proper channels to settle a credit dispute for identity theft. The customer stated that she did not want to hold her mother responsible. She stated her mother paid the balance owed of 151.00. I informed her that since the balance is paid there is no need to complete a bad debt affidavit to connect new service. As far as repairing her credit, I advised that she contacts CBC credit companies, or the credit reporting agencies to dispute identity theft.

******

Columbia Gas of Ohio

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/16/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On or about 9/18 a transaction was initiated by Columbia Gas of Ohio in the amount of $199.78 from my bank account. This transaction was not authorized by me to have been made, and I contacted the company for answers. My wife spoke with ********* (employee ID ****) regarding this matter. ********* informed my wife that all we had to do was send a copy of our bank statement showing the transaction, and add a note to it saying we wanted a refund and the reason was because it was unauthorized. My wife did that. Today, 9/21, my wife called back to check the status of the refund. She was informed by ******* (employee ID ****) that no such refund would be issued. She claimed someone had tried calling to leave a message, but our voicemail was full. No such call was placed to my phone, because the number they had was our lanline and the answering machine was not full, nor had a call originated from the company showing up on our caller ID. After ******* put her on hold for an extended period, she came back and said her supervisor said they can't issue a refund. My wife asked to speak to the supervisor, because she wanted to hear it first hand. Supervisor **** (Employee ID ****) said that the company wasn't responsible for making a refund, that she'd have to take it up with the bank. The bank is not the company that received $199.78 illegally from an unauthorized transaction and that the company should be responsible for returning the stolen money. The Columbia Gas of Ohio company has no right to keep money that doesn't belong to them. Along with this transaction, 2 additional over draft charges were placed on the account both in the amount of $37.580. While the bank might reverse those, they aren't responsible to replace the money that C.G.O. has kept, even though they are now aware that it was fraudulently obtained. I am within my rights to press charges against the company for accepting stolen money, but would like to avoid that if possible.

Desired Settlement: I want the $199.78 that was illegally taken from my account, as well as the 2 charges caused by this in the amount of $37.50 and $37.50

Business Response: A message was left for the customer to return my call. No response from the customer to date.

Consumer Response: The company has already had an opportunity to speak with me. The reason this complaint was filed with the BBB is because no one at the company at the time of speaking with me wanted to help, or wanted to refund the funds that were given to them without my authorization. I feel that the type of communication right now is best done through the BBB, as a complaint was filed already. I did not see a point in returning a phone call of someone that had no time for me previously. Unless she was calling to inform me that a full refund will be made, then I don't see a need to waste my time being on the phone, again, making no progress.



Regards,

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





























Business Response: This complaint has now reached the Executive Appeals office. With no returned call or communication from the customer, I am unable to further research this complaint.

Consumer Response: I have spoken to 3 different representatives from Columbia Gas to date. The first person, having told me a refund would be issued, the second telling me the first person was incorrect, and the third person telling me sorry for the inconvenience of the first person having misrepresented the stance the company takes on refunds. The point of these communications through the BBB is to resolve this matter because speaking to someone via telephone has obviously not worked. Someone can call and speak to my wife,*****, at our home phone, because during the work day, I don't have time to sit on the phone and debate the validity of the company stealing funds from my bank account without my authorization. Our phone number is ************. If a message is left (which only one message has been so far), she will call back and speak to someone.



Regards,

******* ***** ** 


a truthful account of your experience with the business. BBB may edit your complaint to protect privacy rights and to remove inappropriate language.




























Business Response: Per our Credit Department, you will need to contact your bank and advise that an unauthorized payment was made from your account. You will need to advise them that the payment will need to be reversed. Columbia Gas is unable to reverse or refund this payment.

Consumer Response: Per my bank, they can issue a temporary credit to my account during their investigation period. The investigation can take up to 45 days to complete, after which time, the initial withdraw/payment may/may not be considered as a legitimate payment. ******* ***, the owner of the Gas bill in question received a letter from Columbia Gas, stating it was the final bill and that the company owed him a credit for over payment. He then received another letter stating he owes $118 and some odd change. It appears that the company accepted the fraudulent payment, were going to issue a credit to him, but then decided he still owes the full amount that was taken already from my account. It now seems that Columbia Gas of Ohio is trying to "double dip" this customer, as they have already received one payment that they are refusing to refund. A police report against Columbia Gas of Ohio is going to be initiated, and will be investigated at a higher level.


Regards,

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































Business Response: Unfortunately, with a balance due on the account, Columbia Gas is not authorized to reverse or refund the payment that was made. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/16/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called to get services turned on and was asked if I would like the technician to come out in the morning or afternoon. I requested the morning and the day he is supposed to be here I get a call saying it has to be rescheduled because he had to go to a meeting. Columbia gas knowing that the technician had morning appointments still schedules him to go to a meeting. So I'm having to wait even longer because of there mistake. And I have my three week old child here with me but that didn't seem to matter

Desired Settlement: I want them to be penalized for scheduling my appointment and just rescheduling because to them a meeting is more important then turning on service for a paying customer

Business Response:

Please apologize to the customer for her inconvenience.  I have credited her gas account $25 for the trouble.

 

Thank you

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/15/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On August 9th? I called Columbia Gas to pay my full bill (including delinquent amount) the agent advised my bill was in the mid $183.40 I asked if that was the entire bill the agent advised it was the entire bill due. Today Sept. 25th I find a disconnect notice with a remaining balance of $142.73 which includes a reconnection fee of $52. I did not receive any calls regarding any disconnect. I spoke to***** *****  and had asked to speak to a supervisor. She asked a few questions to open my account. She then asked questions regarding my concern. I then asked to speak to a supervisor again. She placed me on hold for over 5 minutes without refreshing. She came back and insisted I used the Supervisor Call Back Feature. I asked it if it was a new policy that she could not stay on hold with me. She stated yes. I then asked if she was concerned with her call times. And she said yes(explains why she wanted to Supervisor Call Back) I then asked for a warm transfer to a supervisor and insisted on being refreshed every few minutes. After 3 -4 minutes she came back on and said she was going to cold transfer me to the supervisors que.I then spoke to supervisor **** ***** She had explained to me that my payment had gone to a Deposit that was required on my account due to a previous disconnect and that only $4+ went to my actual bull. I asked to have the second reconnect fee waved. It was denied. I then asked if I could place a $500 payment to cover any loose ends and future bills. She advised of a $2.45 charge for bill matrix payments. I said it was ok. She only covered the amount due on my account. I asked what about the extra $250 she then stated there will be another $2.45 charge for making the payment. I asked for it to be waved. She denied it however stated I will receive a credit to my account. WHAT IS WRONG WITH THESE AGENTS!!!

Desired Settlement: Credit my Reconnect Fee

Business Response:

10/1

First, I want to apologize for any inconvenience and/or misunderstanding regarding this customer's account. According to the statement provided by *** *********, the information provided to him was accurate. After researching*** *********** account, I did not find any information that would warrant Columbia Gas of Ohio to credit a Reconnection Fee. On August 2nd we billed him a termination notice for 183.40. This bill reflected a new balance of 142.73. The customer paid 183.40 on August 9th. Leaving a balance of 142.73. We mailed him a termination notice on 8/30 for 142.73 to avoid disconnection. Phone contact was made to the customer regarding his termination on 9/13. There was no payment received, subsequently gas service was interrupted on 9/26.*** ********* called in 9/26 and made a payment to restore service.

When a customer is disconnected for non pay, a reconnection fee is billed to the account. Customers are billed a security deposit in addition to reconnection fees. Columbia Gas will not credit reconnection fees for non pay termination. I advise customer makes his payments on time to avoid late payment penalties in the future.

******

Columbia Gas of Ohio

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/12/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have two small children under the age of 4. We have no hot water to take a bath or shower. Columbia Gas keeps telling me that they can not get out to my place of residence for a week. THis is unacceptable I have two children who I can not give a bath too. I was told from them that I should have cold sooner. We just moved in to the place of residence on Saturday and could not call until Monday because they are closed Sunday. Monday was the first available time I could call.

Desired Settlement: I would like for them to apologize and to turn on my gas so I can give my children a bath.

Business Response:

 

I spoke to *** ******, and apologized for her inconvenience. I explained to her that Columbia Gas of Ohio is allowed up to 5 business days to connect service. I advised her in the future to call ahead as soon as possible, at least 5 business days to connect new service. I rescheduled her service order and we connected her gas for 9/21.

******

Columbia Gas of Ohio

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/8/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company discussed my outstanding balance with my landlord without my authorization, and contused to do so after i expressly told them they were not authorized to discuss billing on my account with anyone other than myself.

Desired Settlement: Apology and assurance this will stop

Business Response:

Please accept our apology if COH discussed your gas bill with your property owner.  COH is not permitted to discuss your billing or balance with anyone not listed on your account. 

However your property owner does have a written agreement with COH.  Anytime the tenant calls to disconnect service, we will automatically transfer service back to the owner.  He also has a notification agreement with COH.  If for any reason the property is in jeopardy of disconnection, a notification goes out to the owner. 

The property owner is not advised of your termination notice or your bill or amount owed.  But the owner does have the right to know if his property might go without gas service, especially in the cold weather, when there could be damages.

 

Thank you

*********

Customer Relation Specialist

Columbia Gas of Ohio   

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/4/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Columbia Gas repaired a gas line that runs through a soybean field that I farm on State Route *** west of *** ********* They used a backhoe to do the repair work and ran over the crop. I talked to **** *., who is a Columbia Gas employee, and was doing the repair. I asked about getting paid for the lost crop and who to contact. He said to call the 1-800 number and he didn't know who to contact. I did and talked to a guy who took all the info and said a supervisor would call. After a week no one had called so I called back and talked to Jessica who went through the same process as the first guy and told me they had lost the information from the first call. I then received a call from ****** who said that a supervisor would be calling. It has been a week and I have not received a call and nearing three weeks since I first contacted Columbia Gas. I do not have an account with Columbia Gas since I do not used or have access to natural gas at my home and that seems to cause problems when trying to get people to talking to me on the phone. They repeatedly ask for my account number which I do not have. I am simply trying to get paid for the portion of the soybean crop that was destroyed. Columbia Gas got the line fixed. The homeowner got their meter moved. I have a damaged crop and what seems to be a refusal to pay for what was tore up in the process.

Desired Settlement: I would like to talk to the supervisor who is supposed to be calling me and I would like to be paid for the portion of the soybean crop that was run over to fix the gas line.

Business Response:

10/1

I called Mr. ******* 9/28. He requests that Columbia Gas of Ohio reimburse him for his crop damage. I contacted our field supervisor and he visited Mr. ******* to assess the damages. Our supervisor and Mr. ******* reached an agreement of $50.00 reimbursement. I contacted Mr. ******* to follow up on 10/1 and he is satisfied with the result of his concern.

******

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

Columbia Gas of Ohio

Consumer Response: [I have reviewed the response made by the business in reference to complaint ID ******1, and find that this resolution is satisfactory to me.


















BBB's Final Determination: Consumer accepted resolution offered by the business.

10/1/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My father Inlaw passed away my husband and I have to sell the house. The house was closing on July 30,2012. I called Columbia Gas to request a name change to the new owner.I did explain the entire situation regarding the new owner that that she would be moving in on July 30,2012 and we do not want a disruption in service. The person on the phone told me that was not a problem.On July 30,2012 all parties involved went to the title company and could not close. I called Columbia gas to keep the gas bill in my name and they told me it was shut off and I would have to pay a reconnect fee of $52.00. This is unfair at no time did i ask for a disconnect nor did the person on the phone tell me they would have to disconnect. I have called several times and it is always a different story. Columbia Gas is the only Utilities Company that i have had problems with. I feel like i have been taken advantage of.

Desired Settlement: I want the gas tuned back on without a reconnect fee. My father Inlaw lived at that location for 61 years and was always on time with his payments.

Business Response:

9/28/12

   I contacted the customer 9/26/12.  I explained to her that the service was disconnected as she requested on 7/30.  The new owner did not call to transfer service into their name, resulting in disconnection by our technician.  Columbia Gas is not responsible for any arrangements made between the customer and her potential buyer.  Anytime service is disconnected and we have to restore service, a reconnection fee is applied to the account.  As a good will gesture I waived the $52.00 reconnection fee.  I also advised the customer of our company's policies regarding service disconnection.

******

Columbia Gas of Ohio

800.272.5440

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ******4, and find that this resolution is satisfactory to me.  I do not accept the false information that was given to me. I WOULD ALSO LIKE  T0 SAY I NEVER DID ASK FOR A DISCONNECT.  




















BBB's Final Determination: Business offered a partial (less than 100%) settlement which the consumer accepted

9/24/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Account #1**************Reading 3/30/2012 1035 the meter man wrote thisReading 4/25/2012 0817 the metter man wrote thisReading 5/8/2012 1127how can you use 287 from the acutal reading on 4/25/2012 and 1127 from a remote reading (the remote is inaccurate/broke)I do not see payments applied for April4/3/20124/9/2012total $140.00 then on 4/24 you came out and disconnected for $70.40 and then added a $52.00 reconnection fee. why would you turn gas off when you received 2 payments on 4/3/2012 and 4/9/2012. Then I paid $119.35 over teh phone via debit card. Thats a total of $259.35 in April less the service charge for teh credit card transaction over the phone. Then I never received any information or bill in May about the remote verse the actual reading and the difference. Once again the remote readings are much hight. Now I get a bill dated June 4, 2012 with another disconnection notice with $107.00 security deposit installment. for what? $140.93 due immediately and $365.69 due by June 16, 2012. Then I pay $140.43 on June 8, 2012 but balance is still $365.69.Now September 4, 2012 bill disconnection notice. $268.13 due and does not show $50.00 payment that was paid in August 2012. THIS WHOLE ACCOUNT NEEDS REVIEWED BY A SMART PERSON. THE PAYMENTS AND A REMOTE READING VERSES THE ACTUAL READING.

Desired Settlement: REVIEW OF ACCOUNT BY A MANAGEMENT PERSON THAT KNOWS BILLING AND ACTUAL VERSES ESTIMATES AND A WRITTEN DETERMINATION TO ME.

Business Response: The AMR reading mechanism can fail, but the meter index can continue to register.  The meter can cease to function, but the AMR continue on.  The transmission from the AMR to the meter reading processor registered, and billing continued as normal.  Here is your consumption history for the past 2 years: 

  DATE    CNSMP           DATE   CNSMP08/29/12      8         08/30/11     807/31/12      8         08/01/11    1406/29/12      6         06/30/11    1405/31/12     23         06/01/11    4505/01/12     92         05/02/11   12003/30/12     76         03/31/11   19803/01/12    163         03/02/11   24902/01/12    198         02/01/11   29601/03/12    144         01/03/11   30511/30/11     91         11/30/10   17410/28/11     41         10/28/10    6609/29/11     13         09/29/10    14

Service was terminated in April because your payment plan was in default.  A notice had been sent on 3/30/2012, advising that $205.33 was due by 4/17/2012.  $140.43 was received, leaving $64.90 still due.  Gas service was terminated on 4/24/12.  Because of the termination, the customer is considered to be a credit risk...which is why she was billed a security deposit.  

Thanks to her continued payments, the only balance due is the 8/29/2012 billed amount of $31.53.

 *****- Columbia Gas of Ohio  

Consumer Response:


I am rejecting this response because:  The  response is not legible and was a cut and past and does not make sense from a consumers perspective. Especially since you pasted 2 years worth. 24 months.

The person from your company that read my meter (actual verses remote) are different.  I want to know what you billed me,  payment history and credit history for this account along with the readings.



Regards,

********** **** 






























Business Response:


There is no remote at this property, nor has there ever been.  There is an Automated Meter Reader device installed in July of 2011.  Meter readings are obtained by a portable processor that the meter reader carries, points toward the house, and the AMR transmits back to the processor.  The meter can continue functioning, and the index on the meter continue to register.  Sometimes, however, the meter will continue to function, and the index not move.   Even though the index does not move, the Automated Meter Reader DOES continue to measure the gas used.  In the spread sheet that I attached in my original response, it showed the date of the monthly meter readings, what the readings were, and that they were provided by the AMR. 
  DATE   READ TYPE
08/29/12  0037 AMR
07/31/12  0029 AMR
06/29/12  0021 AMR
05/31/12  1150 CALC
05/01/12  1127 AMR
03/30/12  1035 AMR
03/01/12  0959 AMR
02/01/12  0796 AMR
01/03/12  0598 AMR
11/30/11  0454 AMR
10/28/11  0363 AMR
09/29/11  0322  AMR
I can't be sure if the service technician that restored service on 4/25/2012 provided a reading from the meter itself, or the AMR readout.  The read he provided was out of line with the monthly AMR readings.  This is why another service technician came back on 5/11/2012, changed out and reset both to the same readings.  The AMR readings were always used for the billings, as they were consistent, they weren't adjusted.  

DATE CCFs BILLED BILLED PAID
09/05/12 -$268.13
08/29/12 8 $31.53
08/06/12 -$50.00
07/31/12 8 $31.03
07/05/12 -$100.00
06/29/12 6 $26.80
06/08/12 -$140.43
05/31/12 23 $43.27
05/01/12 92 $88.68
04/25/12 -$116.90
04/25/12 Deposit $160.00
04/25/12 RC Fee $52.00
04/09/12 -$40.43
04/03/12 -$100.00
03/30/12 76 $77.06
03/08/12 -$178.41
03/05/12 -$100.00
03/01/12 163 $141.96
02/01/12 198 $163.31
02/01/12 -$100.00
01/04/12 -$100.00
01/03/12 144 $125.02
12/06/11 -$100.00
11/30/11 91 $86.12
11/01/11 -$100.00
10/28/11 41 $50.48
10/04/11 -$100.00
09/29/11 13 $30.46

The consumption was billed, the dollars billed and payments were also included on the same, previously mentioned spread sheet.

You are only being billed for gas used.  The current amount due is $31.53 for the 8ccf used from 7/31 to 8/29.

Cordially, 
*****
Columbia Gas of Ohio

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/18/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: columbia gas performed gas line restoration work on my property and adjacent properties, they finished this work at the end of May and failed to restore the property TO a pre work condition. They have Failed to follow through on statements that they would repair the work

Desired Settlement: RESTORE MY PROPERT AND ADJACENT PROPERTIES TO PRE REPAIR WORK CONDITION

Business Response: City Official ***** ****** and a representative of our contractor, Infrasource, met  with ** ******* at the property.  Repairs were discussed regarding their yard and the neighbor's, and he agreed to repairs being made after Labor Day.


***** - Columbia Gas of Ohio

Consumer Response:

the matter is not resolved, they have reseeded the area twice, the lawn area needs leveled they need to clean up the loose stone they left across the street etc. once this is dome i will withdrawl / settle the complaint

saying you will do something is not doing it.

My hopes are they will follow through as they say, but prior experience tells me otherwise


Regards,

*** *******


Business Response:


As a follow up ***, I wanted to let you know that a crew went out to the ******** yesterday.  Despite a yard sale, they completed most of the restoration.  They arranged to return today to complete the job.

Please do not hesitate to contact me if I can be of further assistance.

***** - Columbia Gas of Ohio

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/29/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I moved in January 2012 from a townhouse. I paid the November and December bill of $58.68 on Jan 14, 2012. It was check #**** and cashed on Jan 23, 2012. It was due on Jan 26, 2012. There is no information on the gas bill about how to end service. I wrote on the payment coupon that I was moving on January 14, 2012 and would not need service. I wrote that the meter reading was 5534 on January 14, 2012. I tried to call the 1-800 number but it takes forever to get through and gave up. I also let Fieldstone Trace, the apartment complex, know this information, as well as that I had shut down the electric and would need the water shut off. I heard nothing and didn't receive any bill from Columbia Gas that had been forwarded to my new address. I finally got a phone call on my cell from someone at Columbia Gas saying that I hadn't paid the gas bill from January through May 2012. I told her that I had moved in January and wasn't responsible for the gas for those months. I told her that I had written the forwarding info and cease of service on the payment when I sent it in. She said that the only way they would cease service is if I called in and paid to have a person come out and shut off my gas. I asked her how I was supposed to know that my written cease of service wasn't good enough. I asked her why they waited 5 months to contact me. I told her I would pay the amount that I owed until I moved out in January, but no more. She said I couldn't do that. I received two more calls on my cell, one in June and another in July (I think) and told both of those callers that I would pay what I owed for January but no more and they needed to contact Fieldstone Trace because I no longer lived there. Today, I received a call from a foreign person who I could barely understand saying he was a collection agency. I want this cleared up. I will pay what I owe for January before I moved from the apartment and for before I sent the written notice of ceasing service.

Desired Settlement: I will pay the amount that I owe for January before I moved but I won't pay for the gas that somehow was used between January 14, 2012 and sometime in May 2012 when they finally closed my account (according to their automated answering system). I will send a $50 check to them today, even though no one will tell me what the amount actually is.

Business Response:

The customers account will be adjusted to reflect the disconnect date of January 14, 2012 per her request. Called customer to advise.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is a good first step  toward resolving this problem.   I received a phone call from Columbus Gas letting me know that they are working with the apartment complex management to collect the money owed from January 14, 2012 through May 2012.  I sent Columbus Gas a check for $50 the first week of August even though I still have no idea what the final bill was.  I appreciate the cooperation that I am now receiving from Columbia Gas because of the Columbus Better Business Bureau involvement.   I look forward to having this problem totally solved.  






















Consumer Response:

Subject: complaint #********

I would like this reopened because it isn't settled yet.  I didn't want it closed, but there wasn't another option in the email that you sent me.  
I received another call to my cell phone today at 11:18am from a foreign person who says they are the collection agency.  I saved the message because it is so hard to understand and he says things three times.  Columbus Gas has cashed the check that I sent in August.  I want this solved, please.

Thank you.  ****** *******

Business Response:

An adjustment has been completed to re-bill the appropriate parties. The customer has been billed to Jan 14, 2012. A refund check in the amount of $26.33 has been sent. Called customer to advise.

Consumer Response:

I was waiting to actually receive the check that Columbia Gas had promised in your reply back to me.  I didn't receive a phone call from them and did finally receive their refund check yesterday in the mail.  I truly appreciate the help that the BBB provided to this resolution of my problem.  Yes, please do close the complaint.  THANK YOU!!

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/25/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I just moved into an apartment on August 1st. I was told by two different customer service agents on two different occasions that the billing cycle in my new apartment started on August 3rd and that as long as I waited to have service activated until August 3rd, I could avoid the $23 fee that would occur from overlapping a couple days with the previous billing cycle. Both phone conversations I had were very precise and explicit about this, and there is absolutely no question that I was told the billing cycle started on August 3rd. Now, I have received a bill in the mail stating that I owe a $23 fee for "3 Billing Days" running from August 3rd to August 6th, even though I used almost no gas and even though I was told I would not get this charge. This is exactly what I was trying to avoid, and that is exactly why I was diligent and called two separate times to make sure about how to avoid this charge. In addition to that, my gas appears to have been shut off for the past couple days. I have no hot water, and the stove doesn't work. Apparently my service has been shut off without my knowledge, despite the fact that I have no past due balance. I have been renting apartments for over 10 years, and this is the worst customer service I have ever experienced from a utility company. This has actually happened to me before with a different apartment. In that previous case, the customer service agent told me I should have my service started at the beginning of the month and that it wouldn't save me any money to wait to have it turned on a week later when I was actually moving in. When I saw the ~$23 charge, I called Columbia Gas at the time to ask for a reimbursement because I was given incorrect information, but they never reimbursed me. That's exactly why I tried to be so careful this time to avoid any chance of this sort of thing happening again. The fact that it happened again despite my efforts and the assurances of Columbia Gas makes me feel more than justified in filing this complaint with the BBB.

Desired Settlement: I would like my service restored, and I would like the ~$23 fee I was charged for the period from August 3rd to August 6th to be removed.

Business Response:



SINCE MR ******** WAS UNABLE TO MOVE INTO THE APARTMENT DUE TO PROBLEMS THAT THE PROPERTY OWNER MUST TAKE CARE OF, I WILL CREDIT THE CUSTOMER THE BILLED AMOUNT OF $23.00.

*******
Regulated Revenue
Strategic Initiatives Analyst I

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/21/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Moved into a new home and called to get gas service turned back on. The previous owners had the service turned off before we could get it switched. Called columbia gas on a Tuesday to get the service back on. I was told the next date this could happen would be the following Thursday. A total of 9 days. I accepted this and was told the appointment would be in the afternoon form 12 to 430. This was the best option to avoid a full day of vacation. Thursday came and I was home right before noon. A couple hours passed and I decided to check the front door. There was a note.. "sorry we missed you". The time on this was 1030. I then called customer service to get this fixed. The first call person was not helpfull and I requested a manager. The manager was also of no help. I was told they would need to review my service call to confirm what I was told. I was then offered an appointment on the next Tuesday. There was no effort to reslove their mistake. The manger could also not provide any information regarding a complaint line and showned no concern with the fact I now need to take another full day off work.They will be reviewing my call and once their error is realized I will be expecting compensation for my unneeded time away from work.

Desired Settlement: I am forced to take a total af 12 hours of vacation from work for this matter. I expect to be credited my wage for the time off. 12 hours at $29.37 per hour.

BBB NOTE: 

BBB complaint reporting guidelines excludes the consumer/complainant specifying the following types of compensation to resolve disputes using our  dispute resolution services unless mutually agreed to by both parties:

1. Compensation for loss of wages,

2. Compensation for mental anguish,

3. Punitive damages, 

4. Compensation for personal injuries, or

5. Legal expenses.

A company is free to offer proposed billing adjustments, refunds, account credits or other gestures of good will in an attempt to resolve marketplace disputes, but a company's unwillingness to offer such gestures cannot be used as a reason to close a complaint UNRESOLVED by BBB complaint reporting policies and guidelines. 

 

Business Response: Regarding Complaint ID #*******

   
The connect call was reviewed, and our customer service representative did not mark the appointment as a PM appointment.  I have spoken with Mr ****, and we arranged to have a technician go out today after he gets off work.  Our tech should be there between 4:30 and 8:30pm.  Once his account is active, I will place a $30 customer relations credit on it.

Please do not hesitate to contact me if I can be of further assistance. 

***** ******
Regulated Revenue
Strategic Initiatives Analyst I

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/20/2012 Problems with Product/Service
8/17/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Upon moving in a new residence the rental company required service to sign the lease. My fiance called to have it put in his name and the rental office verified service. Needless to say a little over a month goes by and the gas company was at the door to disconnect service in the womens name that was living there before us. I called and they told me that she never had it disconnected, but that is not my problem. I have the townhome manager and assistant manager to verify they said the would switch the service over. Columbia Gas told me the rental office needed to fax the lease over and i needed to fax my id and ssc over and this would take 2-3 business days then they would call me, then another 3-5 days to wait in service. well they never called, so i call them and they tell me it was not received. Theres no way though, we have a confirmation copy of what was and when it was sent. Now it has been a week with no gas and i am back to square one and i have to re send all the information again and wait another week. This was not my fault the lady before me did not turn her service off and that they did not save the new service order the day policy at my rental company made us call in front of them. There is no money that can settle not having hot water!!!

Desired Settlement: I would like them to get penalized for their wrongs as i would if i didnt pay my gas bill.

Business Response: Spoke to ****** to advise she will need to provide a copy of the lease agreement for service to be turned on.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/16/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On June 18th, I was billed $30.32 for a 32 day billing cycle. On June 26th, our account was closed as we moved from the address. I received a new bill dated for June 26th with $24.38 in new charges for the 8 days of service - nearly equal to an entire month's worth of billing for a little over a single week of time. I called requesting that they prorate the "Fixed Monthly Delivery Charge" to reflect the significant amount of time I was not there for this "month." They told me that it is a charge that cannot be adjusted. I asked, "If I was there for a single day, I would be charged $20?" To which they replied, "Yes." I was told that if I did not pay the bill in full within the next 30 days, my first collection notice would be issued.Needless to say, I feel that the simple fact of me leaving and closing the account has given the company an opportunity to charge an inflated fee. One that "cannot be altered" and I will be sent to collections for should I not pay. I feel that they were uncompromising and taking advantage of me even though, by their own admission, I had "Excellent" credit for the 3 years and 3 months I had an account.

Desired Settlement: I would like Columbia Gas to prorate the $24.38 monthly charge down to an 8-day period to accurately reflect the time in which I was at this location.

Business Response:


The monthly charge was approved by the PUCO in a formal rate case proceeding in 2008, Case # 08-72-GA-AIR.  This ruling in the tariff permits Columbia to assess each small general service account the fixed monthly charge.  This will appear on every customer statement, the number of days is not prorated.  This has been challenged in a formal hearing, Case No. 10-1334-GA-CSS, and the PUCO ruled in favor of Columbia Gas and dismissed the case.  

No write off or credit is warrented.

Cordially, 

*****
Columbia Gas of Ohio

Consumer Response: I have reviewed the response made by the business in reference to complaint ID *******, and find that the company and its constituents (PUCO) are simply money-grubbing and will never consider the welfare of their customers over the padding of their own pockets (IE: PUCO ruling in favor of Columbia Gas in Case #10-1334-GA-CSS.  Of course they would.)


















BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/13/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been paying 22.45 a month for gas service. I had the gas shut-off to avoid this charge since I didn't use any ccfs at all. I had it shut off on 7/25 and they sent me another bill for 22.99 saying I used 1 ccf. I called them and they said they could only take .54 off but the minimum charge would stand. I should not have to pay another for 22.45 for nothing. This bill was only for 13 days. When I first tried to call they system said to call back. I don't have time to sit around calling them to shut off service to avoid this redicilious fee.

Desired Settlement: I want my 22.45 refunded or I want to have the whole fee waived. This bill is due on 8/10.

Business Response: Spoke to Mr. ****** to advise that I will credit the account for $22.45 min cust charge. Advised customer of $52.00 seasonal reconnect that will be required when service is turned back on at his address. Customer is aware of reconnection fee and satisfied with this resolution. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/12/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have had their service for many years. We had accidentally paid our bill out of the wrong account and the check bounced. It was immediately rectified. Since then we had a disconnection notice and I went to a payment center and paid with check since they will no longer allow us to make online payments.After doing this, I called to report the payment, the lady told me that I would have to fax the receipt in as calling it in was not sufficient. So I went somewhere to fax it and then I later received a call telling me that our payment would not stop the disconnection since we had paid by check. After jumping through all of these leaps and bounds to satisfy them, we still have to worry that our gas could be shutoff at any moment ~ and we have children in the house.As I said, we have had their service for years and this is the first time this has ever happened. I could understand if we had had more the one instance where a check had bounced, or even if we had not rectified it immediately. I think the fact that they can do this is totally unjust and ludicrous.

Desired Settlement: I would like to see a different policy be put in place to where they cannot do these types of things unless it has happened more then one time. I mean we are all human and we all make mistakes....at least once in our lives.

Business Response:

TRIED TO CONTACT CUSTOMER TODAY AT 9:15AM TO DISCUSS HER CONCERN.   
UNABLE TO LEAVE A VOICE MAIL MESSAGE TO HAVE CUSTOMER RETURN MY     
CALL, MAILBOX WAS FULL. MOST RECENT PAYMENT IN THE AMOUNT OF $118.75
HAS BEEN RECEIVED AND POSTED TO THE ACCOUNT.                        

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/6/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Columbia Gas has charged me for 8 months for a residents I have never occupied, I was only in contract with this house from july 2011 to november 2011, we only got the gas turn on for home inspection purposes only and that was stated at the time of request and they have never recieved a payment from me and continued to let the gas stay on at the residents for 8 months even though they recieved non-payment for 8 months. Upon talking to customer service and supervisors nothing got resolved and i adventually had to pay it to get services started at me new residents. They claimed they sent out bills but the local post office told me that the house at the time was considered vacant and any mail would had been returned to senders and that should of sent up a red flag that no one lived there or there was some type of fruadulent activity had been going on. I have never heard of a company allowing a account to go into non payment for 8months but keeping on services. The account never even went to collections or was put on my credit report till after I paid it.

Desired Settlement: I would like for a refund or for the company to credit my new account.

Business Response: A connect order was requested for service to be turned on at 3237 ******** Dr Columbus OH on 07-28-2011 for a home inspection, per customer request.  Customer was advised to call back to disconnect service when she realized she would not be purchasing the property. A disconnect order was never placed, therefore, the connect party would be responsible for gas used at this address. The account balance of $153.66 has been paid in full.

Consumer Response: There is still no reason why a company would continue giving someone services after not recieving payment for a whole eight months I have never experience a company allowing a customer to go over 60 to 90 day of unpayment to their account without being disconnected. This account should have been disconnected after 90 and the office post office has confirmed that the house was listed vacant and all mail would have been sent back to sender, so that should of sent up a red flag also.






























BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/5/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: For 4 months ago Columbia Gas Co created an account in my husbands name for an investigation of illegal gas used by the previous tenants that lived in the house before us. When we moved into our house we are renting in April 2012 we called the gas company to have the gas put into our name. The came and turned off the gas because someone had not paid the bill for several previous months. The landlord immediately paid the balance due so we could have heat for it was very cold that week and we had 3 small children. Columbia Gas said that it would take at least 7 to 10 days to turn our gas on because they were investigating. So we went without heat for a the 7 days. Then after the money had been paid and the gas was turned on they started sending my husband a bill for $176.00 for the charge for the investigation. We called in, customer service said that the money was there, just in a different account paid by the landlord on April 13, 2012. Four times now they have billed us and we have called in and they said they would take care of it. Now we have received a bill from a collection agency for the $176.00. I called in and again got the run around telling me they would take care of it. I find this hard to believe considering this bill should never have been in our name in the first place, then they had 4 months to correct this and now they sent it to collections! I will not stand for this to be on his credit report at all. Columbia Gas Co does not seem to be worried about putting false information on someones' credit report...which this is now slander and it is very wrong! We would greatly appreciate any help you can give us in dealing with Columbia Gas and getting this wrongful bill out of my husbands name and off his credit report.Thank you.

Desired Settlement: I was wondering if there was anyone that could help us by contacting the gas company or in any other way.Thank you

Business Response:

We have transferred the credit to the customer's active account.  Due to the confusion I have voided the security deposit.   The balance owed is $3.91.

 


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/21/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In June of 2012 my renter at ** * ***** ****** ******* ** ***** moved out of the apartment. On June 4 I put the gas bill in my name. One June 8 the gas bill was taken out of my name by the new renter. I recieved 2 bills from the gas company for 4 days. Account number ************** was charged 22.45 for the 4th and the 5th and 22.45 for the 6th and the 7th of June. I can see how this is a computer situation. The account is in my name at the end of a billing cycle and at the beginning of another billing cycle. But once a human being looks at this they would realize that a person should not be charged for 2 full months of service. On July 6 2012 I called customer service and they said thats how it works and no adjustment could be made. I spoke to a supervisor the women said her name was ******  and she would do nothing either. So i was charged for the month and the prior tenant was charged for the month. Seems like double dipping here. Then I was charged for the next month and the new tenant will be charged so for 2 months they will get double the income for that apartment.

Desired Settlement: Refund for one month of customer service--service of 22.45

Business Response: I have written off the $22.45.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/16/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Worst service I have ever received, and I haven't even STARTED my business with them yet!I'm getting ready to move into a new complex this Saturday. I pay my bills on time, every time. This doesn't matter to Columbia Gas. Since the current tenant is delinquent on their bill, I get to jump through hoops to prove that I am not said person. Male, female, ***, *****, I don't know WHO lives at my complex currently, but I get to pay for their mistakes. THANKS Columbia Gas. Thanks a whole lot. So I have to send in a copy of my lease. Fine -- I can do that. I go to my complex, and get a copy of my lease, which can't be signed by un authorized agent until I have a Columbia Gas account number. This makes sense to me. The complex just wants to make sure everything is set up correctly before I begin my 12 month term. No fault on the complex; they've been very accomodating. But since the lease isn't SIGNED, it's not valid to Columbia Gas. It says my name, my terms, when my lease starts, when it ends...but the lack of the signature makes it a document with no legal standing. That's right, you caught me Columbia, I have all the time in the world to sit and make fake leases for you. That's my master plan. I'm the delinquent tenant, making fake leases. So now they need a notarized letter for my complex or a phone call. OH so you need a legal document, and word of mouth constitutes that? That makes all the sense in the world. So here it is Tuesday, I'm supposed to move in Saturday, and until I perform an obstacle course, triathalon, and enter in a hot dog eating contest, Columbia Gas won't even GIVE me service. I've talked to multiple CSRs and a supervisor, all of them unhelpful and unwilling to provide good service. So if you're trying to set up service and the previous tenant was irresponsible...get ready to pay the price, you know, since it's all YOUR fault.

Desired Settlement: I would like Columbia Gas to CALL ME WITH AN ACCOUNT NUMBER.

Business Response:

Account Number will be ******** *** *** *

Ms ***** called on 6/11/2012 to connect service in her name here.  She was asked at that time to fax a copy of her lease, as we needed to make sure most recent customer had moved out.  She faxed over a partial lease on 6/29/12, 3 days after the service was turned off.  It was missing the last page, the signature page, and no we did not single her out.  We must have a signed, valid lease to place a connect order.  Complete Lease received and processed at 7:15pm on
7/5/2012, customer called on 7/6, order placed.  
Although I am sorry the customer feels as though she has been inconvenienced, it is a requirement in some specific circumstances.  If this would have been handled back in mid June, they may not have been without gas service after they moved in.

* ******
Regulated Revenue
Strategic Initiatives Analyst I

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: 9110560

I am rejecting this response because:

Columbia Gas of Ohio needs to have a a better, more customer-oriented approach to handling situations such as these. In a world where first impressions are everything, no company should begin its relationship with a customer by making them feel like a criminal. As someone who has never had a relationship with Columbia Gas of Ohio, my idea of their business practices and morals has been forever soured. No new customer should be made to jump through hoops as a direct result of the previous tenant's mistakes. That's just common sense.

And now, a step-by-step analysis on why Columbia Gas of Ohio's response is unacceptable.

"She was asked at that time to fax a copy of her lease, as we needed to make sure most recent customer had moved out" I did as requested, in fact, I had to drive all the way across the city to do obtain a copy.

"She faxed over a partial lease on 6/29/12, 3 days after the service was turned off.  It was missing the last page, the signature page." The Columbia Gas representative informed ME that though my signatures and my fiance's signature were on the lease, the authorized agent had not signed, thus indicating that Columbia Gas DID in fact receive the fax in its entirety. If they did not receive the final page, which they never communicated to me, they should have told me and I would have gladly resent.

"We must have a signed, valid lease to place a connect order." ONLY in circumstances where the previous tenant is delinquent. This is the problem -- the company punishes new tenants inheriting a bad situation. Also, I had informed Columbia Gas that the residence could NOT sign my lease until I had an account number to give them from Columbia Gas. All I needed from them was an account number to give to my complex, who would then sign the lease, which I could then send to the gas company SIGNED. Nevermind the fact that the lease had the property logo on it and was initialed by both tenants in the apartment throughout the entire document. That lease was valid.

"Complete Lease received and processed at 7:15pm on 7/5/2012", Might I add that this is because I asked the apartment complex to contact them beacuse I had had SUCH poor customer service I could barely say the words 'Columbia Gas' without my head completely exploding.   

"Although I am sorry the customer feels as though she has been inconvenienced" Columbia Gas should admit that they inconvenienced me.
 
"it is a requirement in some specific circumstances." Wouldn't that make a great slogan? "Columbia Gas -- Required to Inconvenience You."  Again, penalizing a new customer is not a way to get off on the right foot when entering into a new partnership. This business practice needs seriously examined.

"If this would have been handled back in mid June, they may not have been without gas service after they moved in." While I love a snarky 'last word' comment as much as anyone, I think it is a testament to Columbia Gas, not myself, that it took as long as it did to get this stiuation resolved.
Warmest regards to a gas company full of hot air,
********* *****






























Consumer Response:

As my gas service is now set up, I would like to mark my complaint against Columbia Gas as resolved. I still disagree with their initial set-up practices, but they have connected my gas and that is all that matters at this point.

Thanks.

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/13/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Columbia Gas provided servic at an address that was a vacant hose which was for sale by HUD. The purpose of the sevice was to do a home inspection. This was all explained to them. The service was requested for Nov. 28, 2011 to Dec. 2, 2011. I called to confirm the shut off on Dec. 2 and it had not been done. It was then rescheduled for Dec. 9, 2011. They had my phone number. They confirmed it. They never shut off the gas and until soneone bought the house three months later they changed the accout into their name. I bought another house and requested service and was told that I had this outstanding bill and that until it was paid they will not provide service to my new home. 

Desired Settlement: Refund. I don't have time to settle this befor I need my service so I will pay but this was their mistake and I want to be credited back for my payment. It's very much like a hostage situation.

Business Response: Ms. ***** was credited $72.93 for gas usage 12-14-11 to 2-29-12.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/11/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recently moved from Parma Ohio where i used Columbia gas co. I moved out of the duplex at **** ******* *** Parma Oh 44130 upstairs. I am still being charged for the gas bill at this address. The gas co. and i were not able to plan a shut off at the house for gas before i moved. I assume it was due to they are busy. I had to move before the gas company could turn off in my name. I moved out the 4/28/12. I am still getting bills for gas use of the landlords house at this duplex. I no longer live there and the landlord ****** ****** still has not put back into his name. I need to have this settled. I Need the landlord to take responsiblility for his own property by not keeping the gas in my name. The gas co. will not take out of my name even though i no longer live there and the landlord will not switch from my name to his name, since it is his property i feel i do not owe the bill past the end of my lease with ****** ******. I do not own the property i should not have a bill for property that is not mine and i no longer live there.

Desired Settlement: I would like for the bill to reflect what i owe up until April 30. I do not want to pay for the landlords gas bill. I want the landlord and gas co to switch from my name to the owners name ****** ******. I do not owe the landlords bill past April 30, 2012. I want ****** to be billed for the remaining balance after April 30.

Business Response:

Spoke to ****** ****** to advise that service has been taken out of her name. The billing has been adjusted back to the April 30th disconnect date, per customer request. Advise customer her final bill will be $86.51 and will be mailed to the mailing address provided. ****** was satisfied with this resolution.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9107099, and find that this resolution is satisfactory to me.

Regards,

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





















BBB's Final Determination: Consumer accepted resolution offered by the business.

6/26/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Columbia Gas is charging me a $75.00 security deposit; not based on my credit report, but due to the history of the apartment address. Activating my service today with Columbia Gas for my new apartment; speaking with customer service rep *****. She stated that due to the history of the address, I will be charged a $75.00 security deposit. I asked her why because I don't have bad credit and she said it wasn't based on my credit; it's based on the address history. Which to me isn't fair. I shouldn't be liable for the history of that address, I just moved in?? I refuse to pay the $75 security deposit. She said I could have it back if payments are made on time for 12 months, but that's how long my lease is. This is unfair. I have contacted the apartment management as well.

Desired Settlement: Exclude the $75.00 security deposit from my account.

Business Response: Spoke with ******** to advise that her security deposit will be waived. ******** has had service with Columbia Gas at ************** ***** ** ***** ******* with no collection activity. Security deposit has been waived.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/10/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was charged $17.81 "customer service" charge for $0.09 of gas. Total bill was $22.33 I moved from Florida to Ohio and set up the gas to be switched to my name on a specific date. I was not told of a "customer service fee" when I set this up and when I got my bill I could not understand $22 for less than 2 days. I called the customer service line and they told me it wa a custmer service fee that was their policy. I asked them if they could see when the cycle ended on their side when I called and they said yes so I asked why they didn't tell me about this and they had no answer. They told me that there was nothing that they could do. I paid the bill so it wouldn't go late. I have used gas before in FL and never had any sort of problems like this, being charged for absolutely nothing.

Desired Settlement: I would like the customer service charge and any applicable taxes to be credited on my next bill.

Business Response: 05-09-12 Ms. ****, Thank you for providing Columbia Gas the opportunity to address your concerns regarding your gas service statement in the amount of $22.33 for 2 days of service at ********************., COLUMBUS, OH. We appreciate you bringing this situation to our attention. I prorated the billing to reflect charges for 2 days of service the credit amount applied is $20.03 ($21.46 is the monthly minimum charge). Your payment for $22.33 was not posted at time of adjustment therefore current balance is $2.30. I requested an adjusted bill be issued to your address. This is to convey our sincere apologies for any inconvenience you may have experienced. We are sorry that our billing practices did not meet your expectations however the charges are approved through the Public Utilities Commission of Ohio (PUCO) to cover some of the cost incurred with servicing our customers. We continue to be committed to providing you and all of our customers with the highest standard of safety and service in the industry. Sincerely, Customer Relations

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your help with this matter. I appreciate it.

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/9/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I made a partial payment 3 days before by bill was due. WHen my automatic payment came out it did not reflect the payment. They will not refund. An automatic bill payment of $182.27 was set to come out of my checking account on Friday, April 27. On April 24, I made a phone payment of $67.77, which came to $70.22 with the phone payment fee. This payment was reflected in my online bill the next day. However, when the automatic payment was debited, it did not reflect my prior payment of $67.77, and the amount of the full bill ($182.27) was debited. That morning, I called Columbia Gas of Ohio to alert them that I had been over charged and to ask them to refund the $67.77. The first person I spoke to told me to call my financial institution. I did, but they were unable to adjust the charge and said the matter was in the vendor's hands. I called Columbia Gas back. I spoke to another representative, who told me in no uncertain terms that there was absolutely nothing they could do to help me. My husband then called and spent 20 minutes on the phone with a representative who tried to tell him we had not overpaid, despite the fact that our bill, their own phone account system, and my bank said otherwise. In a subsequent call I was told that there was no way to refund the money, and that I would be eligible for an account credit in two weeks. The service I received was abominable. A company should not be able to take your money and then refuse to refund it. It was their mistake. If a company over charges a customer, they should make it right immediately. They have effectively stolen $70 from me, a customer who was just trying to pay my bill.

Desired Settlement: I just want my 70 dollars back.

Business Response: Thank you for providing Columbia Gas the opportunity to address your concerns regarding your overpayment of $67.77 for account #XXXXXXXX XXX XXX X. We appreciate you bringing this situation to our attention. This is to convey our sincere apologies for any inconvenience and difficulties you may have experienced as a result of this overpayment. Our records reflect that on XX-XX-XXXX a refund check was requested for $67.77 and you should receive this check within 14 business days. We are sorry that our service did not meet your expectations. Please be assured, what happened in your case is not typical of our level of customer service. However, in light of your experience, we will endeavor to improve our service so that experiences such as yours will be prevented in the future. We continue to be committed to providing you and all of our customers with the highest standard of safety and service in the industry. Sincerely, ************Customer Relations

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.) I have received a refund check for the overpaid amount. Thank you for your response to this complaint and for refunding my cash.

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/8/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Collection of Distribution and Delivery charges charges I have started the service in Feb 2012 and I have requested to stop the service on April 28 2012 , as general I have got monthly bill on 27 th april 2012 and on next day i have been charged for final bill with Distribution charges $21.51 for just one unit usage $0.39 for another day. This is totally unfair when i called them asked about this they said they are following their policies.

Desired Settlement: As a fair businessmen policy I am looking to get prorated bill for one day with usage what ever i used in that one day.

Business Response: This issue has been resolved through customer contact with the PUCO. I have adjusted the customer's final bill to reflect the Disconnect as of the actual read on 4/27, and written off the additional, 1 day billing of $21.51. The balance due is $19.83. Please do not hesitate to contact me if I can be of further assistance. ******** Regulated Revenue Strategic Initiatives Analyst I

Consumer Response: HI I would like you to know that Columbia gas of Ohio has adjusted the charges and credit back . I would like to close the case and I really appreciate your effort and time in processing this case. Please let me know any Questions or concerns. Thanks ***************

Business Response: This issue has been resolved through customer contact with the PUCO. I have adjusted the customer's final bill to reflect the Disconnect as of the actual read on 4/27, and written off the additional, 1 day billing of $21.51. The balance due is $19.83. Please do not hesitate to contact me if I can be of further assistance. ********* Regulated Revenue Strategic Initiatives Analyst I

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/3/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On March 9 unbeknownst to me, Columbia sent a technician to shut off my gas. This was done in retaliation because I made valid service complaints (Jan and prior) regarding my account. I was not at the residence because I was away ill. Upon my return, I found a disconnection notice on the ground stating that I owed a remaining balance of 171.02 just for only one day Jan 12 and the service was already inactive by Columbia. This action was unjust and unethical because I already paid a 50% fee on Jan 10 for a 130.19 bill. I paid a total of 185.74 for reconnection on Jan 10 because of the inefficiencies in the customer service department (******XXX-XXX-XXXX) that prevented me from paying my bill on time. There are major communication issues within the department that range from interpersonal skills with a consumer to transmission issues with their online payment system, Bill Matrix. Whenever I call about our account the representatives including managers(*****) are very nasty, dismissive condescending and arrogant when informed about their communication problems. So instead of giving good customer service and focusing on quality control they are targeting customers to accumulate more money. I was referred by a friendly technicians that services my subdivision to contact corporate NIPSCO. I contacted a ************ in Public Affairs that forwarded my complaint to ************ a local Columbia Gas of Ohio Inc to resolve the problem. I've tried contacting ************on XXX-XXX-XXXX and XXX-XXX-XXXX numbers and the regional Columbia cut off our gas despite that my issue was supposed to be corrected with ******

Desired Settlement: Refund of the 52.00 service fee that I paid on Jan 10. Remove the fees that totaled to 171.02 for service that I already paid for and TO CONNECT OUR SERVICE.

Business Response: ************has spoken to the customer and sent a letter, as well.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/24/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a letter from the Gas company around July 2011 stating that they would reclaim or pay for plant and damages that they caused while moving the Gas meter from the back of the property to front. They performed some work in the alley which caused rain water to run in my parking space in my back yard. Now I have 3 inches of water in my parking space during a storm which ends up a mud puddle and causing my sidewalk to sink. I had to spend a lot of money to put paver base by hand in the area which has not worked. Also had to replace paver base around a flower bed that they dug up and left. They cut into a gas line in my basement and I was thinking they would put a cut-off valve to the fireplace. It was left hanging from the floor. I have open several tickets without any results since September 2011. One person came out in December, filled out paperwork and said that he had to look at his paperwork in his office and make a decision. The company sent a truck load of gravel to do the neighbors driveway in the alley because it was a big mud hole becaude of the work done on his home. The base gravel was graded that caused the rain to continue to runs in my parking space. I though they were going to put some paver gravel in my parking space or at least near the gate where the water ran in my yard, but the people told me that they were not allowed to do any work on private property.

Desired Settlement: Perform the tasks that they said they would do in the letter or compensate me so I can pay someone to perform those tasks. Pay me for the base paver that I had to supply. I am not looking for money to replace all the plants they destroyed.

Business Response: I believe this matter has been settled. These are notes from the supervisor who worked with Mr ****** Per **************, ******************: *** First trip: talked with owner about damages on property and in alley. Explained that we would take care of gravel in alley and parking area. His fireplace line was disconnected. Told him I would look into that as well. *** Second trip: put gravel in alley and across from his property, but still to wet for his parking area. Explained to him we would be back when it dries out, and fireplace line was disconnected due to leakage. *** Third trip: graveled his parking area, he told the gentlemen doing the work that everything is good. *** Fourth trip: drove by to make sure everything is still good, nobody home. Do not hesitate to contact me if more information is needed. ******Columbia Gas of Ohio, Inc

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.) The area in my back yard and near my fence was completed and is very happy with the results. Still waiting for the gas line to fireplace to be repaired.

Business Response: I forwarded the information regarding customer not being satisfied as far as gas line to fireplace goes on 4/3/2012. ******went out to the property again on 4/4, no one was home. I am going to ask **** to try to reach customer by phone @ XXX XXX-XXXX.

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/24/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Gas co.had to turn off gas line to our home.Service person came to turn gas back on.Now Lennox AC/Heat unit panel is blown and does not work.2yrs old. On 3/30/12 there was a strong smell of gas.Contacted the Columbia Gas of Ohio who stated the gas had been shut off in our home due to a fence the city of Hilliard installed on part of our property. Service person came to restore gas to home and was not able to figure out how to re-light the pilot on the hotwater heater. A different service person came the next day. Our Lennox AC/Heating system is powered by gas and has not worked since 3/30/12. The second service person blew out the electrical panel due to excessive of and on switching. Unit is 2 yrs old. A Lennox dealer estimated repair costs of $780. Columbia gas should pay for the repair. The unit was working prior to their intervention and has not worked since their intervention.,

Desired Settlement: Pay for the repair of the Lenox unit they damaged

Business Response: Thank you for providing Columbia Gas the opportunity to address your concerns regarding your gas service at **************, Hilliard, Ohio. We appreciate you bringing this situation to our attention. I spoke to both service technicians that were at your home and below are their statements regarding the cycling on issues they incountered your furnace: XX-XX-XXXX technician --furnace is spark ignition (computerized system) I tried to cycle on furnace and it would not start up. The unit was red tagged for HVAC company to check unit for cycling issue. He also stated that several homes in that area were affected by the gas line repair work and your furnace was the only one that would not cycle on after the completion of gas line repairs. REDACT334-13-201234REDACTtechnician-- I was scheduled to complete relight from XX-XX-XXXX outage, when I arrived discovered furnace has been red tagged by previous technician. I tried to cycle on the spark ignition furnace and still nothing so I left card reiterating to have HVAC company check unit for cycling issues. Both technicians stated that what they did to cycle on furnace would not cause damage to the electrical panel. This is to convey our sincere apologies for any inconvenience and difficulties with our service you experienced XX-XX-XXXX and 04-02-2012. We are sorry that our service did not meet your expectations. We continue to be committed to providing you and all of our customers with the highest standard of safety and service in the industry. Sincerely, ************Customer Relations Columbia Gas of Ohio

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/23/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was given a date of 4/2 to activate my service. Now, I'm told there's no record of that and I have to wait until 4/10. It's cold! I called to request service on 3/29/12. I spoke to ***** who took what I thought was appropriate information in setting up my account (address,name, phone, email, marital status, employer, emergency contact, etc). He gave me a date of 4/2/12 on which I would have service. He also told me that there is a $75 deposit: $25 initial payment and then $25/month for two months after that. With warmer than usual weather, I did not need to turn on the heat until 4/5/12. There was no reaction from the system. It is after 7pm, so I can't get anyone on the phone. I call the same number on the morning of 4/6/12 and am told that there is no record of that call or any order being placed. I am also told that I can't get service until 4/10/12 (which not only means that I get to sit in the cold and take cold showers - since the hot water heater is now empty...it means that I now have to take another day off of work). I later call on the afternoon of 4/6/12 to recite the information that I took down regarding the call I made when I placed the order. Now they have to do a 'phone lookup' to see if the call is in the system. I understand that there would be protocol, but I wouldn't just sit and make up a person's name, company information, setup and transfer guidelines just to get them to come out a few days earlier than they're 'next available' date - which is 8 days past the initial date that I was given. I then call again to speak to a supervisor sensing surely they want to know about the lack of customer service. I essentially received a 'thank you for calling and we do look forward to doing business with you.' I'm honestly just so disappointed in the way businesses like this one are treating their customers and thinking it's ok.

Desired Settlement: I would like for someone to come out today and give me heat, but since there probably won't be any resolve to this before even their 'next available' date, some sort of credit or gesture to note that they are working to make things better would set me a bit more at ease in knowing that they are my only option for gas service in this area.

Business Response: Dear Ms. ****** Thank you for providing Columbia Gas the opportunity to address your concerns regarding your gas service at ******************, Gahanna, Ohio. We appreciate you bringing this situation to our attention. This is to convey our sincere apologies for any inconvenience and difficulties with our service you experienced 04-06-2012. We are sorry that our service did not meet your expectations. Please be assured, what happened in your case is not typical of our level of customer service when a customer calls and request a connect order for the same day gas is scheduled to be turned off. The previous customer contacted our company XX-XX-XXXX and requested disconnect or gas service 04-03-2012. There is no record of you contacting our company prior to 04-06-2012. On 04-06-2012 your request for service was scheduled for our earliest date available 04-10-2012. Usually this type of request can take up to 5 business days (Monday - Friday) to schedule a technician to tests service lines and light gas equipment pilots. We continue to be committed to providing you and all of our customers with the highest standard of safety and service in the industry. Sincerely, ************Customer Relations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/17/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I moved to************* in Galloway on December 1st. I called to have service transferred from ********* to *********. A resident moved into our old address the following day. There was no indication from Columbia Gas that I had to be at the old residence on December 8th to have gas shutoff. We did not have keys to the old residence since someone moved in the following day. Columbia Gas charged for both residences without any notice. Even though a transfer and a disconnect was set in place, the company made no effort to inform of any problems. It wasn't until two months later when our bill displayed an amount of over 400 dollars to be payed. I called to get the issue resolved and Columbia Gas said to fax in my lease for proof that we were not living there and that they would take care of. On our March Bill, our bill was only 179, which seemed to show that the problem was resolved, but when our April bill came, it went straight back to over 400 dollars. When I called again, they said that they never received my fax. They also said that I didn't pay any of my bill since I moved, of which, my wife and I payed three times with bank statements for proof. The agent talked to his supervisor and they placed the blame on myself and said if I don't pay, they'll shut the service off and paying is the only way to avoid it.

Desired Settlement: The obvious resolution is to collect our papers from both landlords stating that we moved out of ****** and moved into ******. We have proof that another resident moved into ****** the day we left. Our account should be credited for any services in my name at ******from XX-X-XXXX to current. The agent said that any proof doesn't matter and paying is the only option. It is not the companies responsibility to inform of any issues and that it is entirely the fault of the consumer. However, no payment will be made to a place that I did not live, and an effort on my part to transfer service was made.

Business Response: Records show Mr. ******went thru out IVRU automated service to schedule his disconnect order. We did not get access inside the property to disconnect service. I left message for the property owner to contact me but he has not responded. I have record of the new tenant contacting us in December also to connect for her. I have adjusted Mr. ******'s billing back to 12-8-11. Since the balance of $322.27 has already transferred to their new address, this created a credit of $200.57 which I will also transfer to the new address. Thank you ********

Consumer Response: I contacted customer service about the bill. They reported to me that I owed only 65 dollars. I furthered the complaint yesterday because we were still being reported in owing 209 dollars plus the 65, and that our gas was going to be shut off. I would like to refute this complaint and consider the matter resolved. I thank Columbia Gas for finally coming through, even though it was a headache for the last few months.

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/16/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Service was disconnected even though i made payment.called to get service reconnected and was charged a reconection fee even though service hadn't been off five minutes. Then tell me they can't turn it right back on and they Will call me sometime today to get service reconnected. The tech had to still be outside but they told me sometime today they Will call and if Im not home my service Will not be turned back on and ill have to wait a week to reschedule . I didnt mind paying the fee but to tell me the guy who just turned it off can't turn it back on is ridiculous. And the customer service person didn't want to hear anything unless it was about me paying fee of 52 dollars

Desired Settlement: I would like the reconnected fee credited to acct because they turned off service when they didn't have to

Business Response: Dear Mr. ****** Thank you for providing Columbia Gas the opportunity to address your concerns regarding your gas service at ****************** *****, OH. We appreciate you bringing this situation to our attention. This is to convey our sincere apologies for any inconvenience and difficulties with our service you experienced 04-03-2012. We are sorry that our service did not meet your expectations. Please be assured that if a payment receipt had been provided at time collector was at the premise your service would not have been interrupted. The collector is not qualified to restore gas service. The Reconnect Fee is assessed to assist with the cost for scheduling a technician to conduct the safety tests and relight gas pilots. In the event you should receive a termination notice in the future and you are not able to pay the full amount by date indicated on statement please call our Customer Service number noted on your bill and make payment arrangements to avoid interruption of service. We continue to be committed to providing you and all of our customers with the highest standard of safety and service in the industry. Sincerely, ************Customer Relations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/6/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: RE: SERVICE ISSUES WITH THEIR SUBSIDIARY COMPANY COLUMBIA GAS OF OHIO: IMPROPER BILLING, FAILURE TO COMMUNICATE AND DISSEMINATE INFORMATION THAT LED TO WRONGFUL DISCONNECTION OF SERVICE.Unfortunately, I have to make an online complaint to corporate about Columbia Gas of Ohio. Corporate involvement is needed to regulate good business practices at their subsidiary Columbia Gas of Ohio. I as well as other customers are being penalized financially for the improper business tatics that resulting from lack of quality control. Ive tried for a period of time to have professional communications to Columbia( (XXXX-XXX-XXXX) and local XXX-XXX-XXXX) about imbalances with our account. There are representatives, local and regional managers that are not properly handling their service communications issues so it prevents confusion about our account. I have received condescending, uncompromising, arrogant counter defenses about our account. Instead of giving good customer service to insure no future problems, we are told that we have to be penalized financially for the administrative inadequacies. Our service is currently disconnected because of this and other customers have experienced this mistreatment as well. I tried contacting a Corporate Public Affairs Manager,************* about this matter but she forwarded my complaint to a ************working at the local Columbia Columbus, Ohio, which caused the problems. Ms. ******pretended (on voicemail) as though she would resolve my problem and formally did not do such. This is making the corporation have a bad reputation unethically handling their consumers. I have evidence of this.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Properly resolve my account. Refer me to someone who will really resolve our account issues then giving me the round about. I wanted to be properly refunded improper billing fees and have our service rightfully connected. We need gas for medical and hygiene issues.

Business Response: A letter from ************has been sent to the customer.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/26/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The previous owners were billed $21 service fee plus their gas usage for 30 days of service. Our gas started on the 31st day of the billing cycle (bill to us) so we were charged $21 service fee for only one day, plus the $5 for our usage. Previous owners agreed with us to combine the billing cycles either under their name or ours to remove this extra $21 service fee that we should have not had to pay. Columbia gas was unwilling to do this. we believe this is an irresponsible business practice to double dip into both customers if they are willing to combine a billing cycle with the previous owners. If this option is not allowed, I should have been notified by the employee when transferring my services that this would be the cost for my one day of service.

Desired Settlement: I request to have the $21 service charge refunded.

Business Response: 03-15-2012 Dear Mrs. ****** Thank you for providing Columbia Gas the opportunity to address your concerns regarding your gas bill for one day of service at ******************, Oh. We appreciate you bringing this situation to our attention. The minimum charge $21.46 is an approved rate that appears on all statements that reflects a billing cycle (to and from date). The charge is not prorated based on number of days for the billing cycle. Your account has been credited $21.46 this time for customer relations and an adjusted bill has been issued. Please accept our sincere apology for any inconvenience you experienced regarding the flat charge billing method. We continue to be committed to providing you and all of our customers with the highest standard of safety and service in the industry. Sincerely, ************Customer Relations Columbia Gas of Ohio

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/19/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The budget (or average) was not calculated properly. I over paid and under consumed natural gas usage for the budget year August 2010-Juyly 2011. Please make them and use necessary force to configure the entire budget year for natural gas consumption. Documentation in scans.

Desired Settlement: refund

Business Response: Thank you for providing Columbia Gas the opportunity to address your concerns regarding the budget calculation. The budget is calculated using a computerized system incorporating the following factors: previous year gas cost, consumption, base load, heat load and weather from August to July. If course when the usage for the current year is less than previous year this will impact the budget amount resulting in decrease of budget amount at revision month (April) or cancel budget for the remainder of the budget period. In order for us to issue a refund of the credit account balance ***** ******** (customer of record) would have to request this transaction. If he is interested in a refund please have him call Customer Service at ******XXX-XXX-XXXX and speak to a representative. They will be more than willing to assist with his request. We continue to be committed to providing you and all of our customers with the highest standard of safety and service in the industry.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/24/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Provider did not advise that service could not be restored without access to the interior of the home. Unwilling to restore service in winter month. On 02/09/2012 we received a notice of termination on the front door due to lack of payment. This was the first noticed provided by the company. I called the provider, advised of the confusion and offered to catch the account up to date. I was advised by the CSR that my wife was the primary on the account and she would have to do so. I had her call and pay to have the service restored. As this call was prior to 12:30 PM as per the notice from the provider the service was to be restored the same day. During the conversation no mention was made advising us that access would be needed to the interior of the home. Thus, as both of us were at work, we missed the follow up appointment. I contacted the provider again at approx 2:30 PM to advise of the miscommunication or lack of communication. Requested that we have someone come back out to restore the gas. The CSR advised that they would not be able to get anyone out till the 14th. This was surprising as the notice of termination stated that if payment was made before 12:30 PM the service would be restored the same day otherwise it would be the following day. This tells me that if there were funds to be collected the provider could have sent someone out the following day. I insisted to the CSR that the temperatures are to be in the teens and I have 2 toddlers in the house. CSR was very UN-empathetic in her tone and stated that there is nothing she can do to help. I disconnected the call hoping that if they do not want my business I can try other resources. Upon review of the online resources, it appears that Columbia Gas has a monopoly in my residential area which would prevent me from looking for alternative providers no matter how unacceptable the services is. Giving up on my research. I attempted to call Columbia Gas again hoping that the supervisor would show more empathy. Unfortunately, looking back it appears that the supervisor was even less empathetic to our needs. I spoke to ***** who advised she had already reviewed the call from my wife (which seems like a fib as she was on the phone with me fairly quick) She stated that my wife was informed that someone needed to be home. I advised ***** that if that were the case she would have made sure someone was home as she knew we were both at work. I feel that as a consumer, we should have more options available to us than to let companies like Columbia gas who put money ahead of humanity take advantage of us. I feel that in the winter months, we should give advance notice to the consumer to avoid such actions. Now I am faced with the option of either risking the safety of the home by keeping water or winterizing the home and causing potential health hazards for my 5 and 7 year old kids. At this point I don't know what the company can do to change how I feel about them but I want to let everyone know that the company does not care about the well being of its customers and is only concerned with the bottom line. I will make sure that every person I can reach out to knows about the time when the company put the well being of its customers second to its bottom line. I am certain this information will not be shared with the BBB but I would be curious to know if tomorrow someone gets a disconnection noticed telling them the company can be out the same day if they pay the amount due. An unsatisfied customer for life.

Desired Settlement: My settlement is not from the business but from the agencies that look over these businesses. I wish we did not allow these companies to dominate the market to the point where they forget that they are there for the customers. I wish our tax dollars went to help those smaller businesses that would still empathize with us instead of Columbia gas's call center employees who are worried about when its time for them to be off work.

Business Response: The call in which Mrs ******placed the Reconnect order has been pulled and reviewed. The customer service representative did ask if someone 18 or older would be there for access. She confirmed someone would be there, and the order was placed for 2/9/2012. No one was there, order had to be rescheduled, next available date 2/14...which is within the 5 business day guideline. No Error was made on our part.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/24/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was improperly billed for services i did not contract for, benefit from. In the month of November 2011 I received two bills (94.00)from the Columbia Gas Company. One bill for gas service and one for maintenance on their external gas meter, I have been accused by Columbia Gas of 'usage without company knowledge'. The bills at issue were for the service address of ******************., a rental property I own in the city of Columbus. The rental property had been occupied by tenants who I evicted in September. After the tenants cleared their belongings out of the rental unit, I gained access to the property. When I gained access to the property, I contacted Columbia Gas to put service in my name. When I contacted the company, I was not informed that there were outstanding service charges or alleged criminal activity at this property. Apparently sometime in September, prior to me taking possession of the unit, Columbia gas had removed their meter from the side of the house due to 'tampering'. I'm not user why they did not simply turn the gas off when the tenants residing in the apartment skipped out on their obligation to pay their bill. Previous to gaining access to the property and setting up an account with the company I had no need for gas service at the address and therefore had no contract with Columbia Gas. I as the owner of the building never occupied the unit, did not use gas service and received no benefit from the gas being left on (i.e. requiring heat to keep the pipes from freezing). No notice had been posted on the property stating that an investigation was ongoing and I as the owner on public record received no notification warning me of this 'criminal offense'. Columbia Gas cites Ohio revised code 2913.02 when accusing me of theft; however no police report corroborating this theft had been filed. If wrongdoing of this nature occurred, Columbia gas should have followed the appropriate channels to address it. After receiving these bills I contacted the company for an explanation of the charges. Columbia Gas's customer service requested that I fax a copy of the lease to prove that the unit had been occupied by the tenants who were the last known to have contracted with the company for gas service. The company's customer service assured me that this information would satisfy their investigation and prevent me from being billed for service that I hadn't used. After faxing the lease three times and repeated calls over the course of weeks I was told by customer service that that information was now not good enough and I was to be stuck with the charges. I also made repeated phone call and messages to Charles McFadden in the billing exceptions department without resolution. I do not feel I should be made to pay for Columbia Gas's billing inadequacies. This company should not be allowed to simply shift the responsibility from a tenant who skips out to an unsuspecting property owner. Columbia Gas took information they already had on file to misrepresent a new account in my name. In other utility company's scope of regulations this practice is referred to as "slamming". Columbia Gas has used their corporate power to force service charges on me and potentially blemish my good credit.

Desired Settlement: I want a full refund of money I was forced to pay (94.00) a collections agency and I want to be assured that columbia gas will not fraudulently charge me for services in the future.

Business Response: Thank you for providing Columbia Gas the opportunity to address your concerns regarding your gas service at ****** OH. We appreciate you bringing this situation to our attention. To convey our sincere apologies for any inconvenience and difficulties with our service you experienced we have adjusted off the $94.88 billing. If you have already paid this amount the account will reflect a credit balance once the payment post to the account. In the event a refund is applicable we will forward you a refund check for the credit balance on the account. The billing for the "Investigation Fee" $88.00 has also been adjusted off. You are a good credit customer and that is why Columbus Gas has decided to adjust off these two billing amounts for good customer relations. We are sorry that our billing practices did not meet your expectations. However, in light of your experience, we will endeavor to improve our service so that experiences such as yours will be prevented in the future. We continue to be committed to providing you and all of our customers with the highest standard of safety and service in the industry. Sincerely, ************ Customer Relations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/10/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My services was shut off and I was charged an $50 to get my services back on. Acct Number: XXXXXXXXXXXXXXX I received my bill with a termination notice. I called and received a 12 day extension. According to Columbuia Gas I had to pay my bill by Feb 7th to avoid termination. I planned to by my bill in the eventing of February 7th after work. Once I got home from work my service was shut off in the middle of winter. I called immediately to complain and pay my bill. Then I had to pay a $50 reconnection fee. I called customer service and they would not send anyone out that evening and said I could get service the next day. Although my time frame was between 8am and midnight on February 8th. I had to take a day off work to wait for someone. I feel this is bad practice and customer service. I feel if the service was to be turned off on the 7th then I should have been toled you have till the 6th to pay your bill. This is very misleading and part borderline being lied to.

Desired Settlement: $50 refund for the reconnection fee $200 refund for having to miss work to wait on my services to be turned on.

Business Response: Thank you for providing Columbia Gas the opportunity to address your concerns regarding your gas service at****************************. We appreciate you bringing this situation to our attention. Refunds are issued for credit account balances and your current account balance is $210.39 debit. The reconnect fee is to offset some of the cost of having to schedule a technician to restore gas service at the same address that was interrupted for reasons other than gas emergencies. This is to convey our sincere apologies for any inconvenience and difficulties with our service you experienced XX-XX-XXXX. We are sorry that our service did not meet your expectations. Please be assured, that if you had called and reported your payment to a Customer Service Representative on XX-XX-XXXX your service would not have been interrupted 02-07-2012. We offer various payment plans if a customer is not able to pay the gas bill amount by the due date on the statement. If you are interested in a payment plan call Customer Service at XXX-XXX-XXXX and a representative will explain the plans we offer. We continue to be committed to providing you and all of our customers with the highest standard of safety and service in the industry. ************Customer Relations

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.) When I called to get the 12 day extension I was told I have until February 7th to make the payment. You state if I had paid the bill on February 6th then everything would have been ok. Well if that was the case I should have been told to make my payment by February 6th. When the technician came out to turn our services on we told him the scenario and he stated we were teh 3 people that day that had the same situation. So if that is the case it seems to be a problem in the way you are notifing people ot make the payment. I feel I should get a refund to go towards my account balance since Columbia Gas of Ohio is not truely state their intentions disconnecting the same day I had to make my payment. Its a matter of communication and the lack of proper communication and misleading information caused a problem with my account. If I was Columbia Gas I would tell people you have until this date but you need to pay it the day before. I always assumed that if I had until the 7th then techically I have until Midnight on the 7th. So there was a lack of proper communication on your end.

Business Response: Our records do not reflect that you called Customer Service after receiveing the Termination Notice on statement dated 1-10-2012?. Under "TERMINATION NOTICE" section of the bill was noted the following: Your account is past-due. To avoid disconnection of service at ******Oh XXXXX-XXXX scheduled on or after January 26, 2012, you must pay in full or provide a payment receipt number by 10:00 PM on January 25, 2012. On XX-XX-XXXX you called Customer Serice @5:22PM using the Automated system (gas service was interrupted 1:55PM). Upon being notified of the payment and customer of record calling to authorized reconnection of service in their name an order was scheduled for the next day (call reporting payment was after 12:30PM which negates the same day service)02-08-2012. Again, our sincere apologies for any inconvenience and difficulties with our service you experienced 02-07-2012. We are sorry that our service did not meet your expectations.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

2/10/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Unreasonable delays (currently 34 degree weather) in correcting miscommunication regarding termination of service and re-activation. Gas service disconnected on 2/2/12 by apparent delinquency in payment. Found out by a notice on our door. Since time of move in in September, we have never received any communication from Columbia Gas, regarding any late payments, fees, or even registration. Nothing. Then, we find our gas off, and a note in our door. Called the next day to find out and correct miscommunication. Told that we must upload a lease to show current residency to get gas turned back on. We did so on 2/3/12. Were then told that the document submitted was not 'signed' by landlord. Monday, 2/6/12 comes. Already 4 days without heat or hot water. Submit 'signed' lease agreement. Second (2nd) document rejected, reason was that although the document was legally notarized, the landlord had written in ink some details of the contract, as he had recently acquired the apartment complex at time of signing, and as such the document had been 'altered', and rejected. Told Columbia that if it's good enough for a notary to legally notarize, I don't see legal ground for refusal or reactivation of gas service in freezing temp's in January. Thursday, 2/9/12 - 7 full days of no heat or gas in 32 degree weather. Submit third (3rd) lease document to columbia gas, brand new, typed, signed and notarized once again. Call Columbia to get service reactivated. They say they cannot send anyone until 2/14/12, which makes for 13 days, in January in freezing temperatures, with no heat or hot water. On the notice we we're given, it specifies that upon termination of service for non-payment (which we were not even aware of), service WILL BE REACTIVATED upon the same day of proper document submittal if before 12:30pm that day. Which means tomorrow, Friday 2/10/12, we should have our services reactivated. From the minute we received the first, and ONLY, notice from Columbia about termination of service, we started communication to try to resolve the issues as soon as possible. Misunderstandings occur, and so we took steps to do everything to correct our position with Columbia asap. Now as to why it takes three (3) lease documents (all of which had been legally notarized by a approved notary) to prove to Columbia Gas that we are indeed the current residents of the address we live at, I am not sure. Now, not only have we been without heat this whole time, but I am worried our pipes might burst. I voiced this concern to Columbia, who gave me the equivalent of 'Not our problem.' Not only did Columbia fail to give us proper notice or any sort of attempt to rectify a billing miscommunication prior to disconnection, but they decide to wrongfully require an inordinate amount of legwork and TIME just to verify we are the residents. We were as cooperative as we could possibly be, and Columbia is ignoring a legal notary's seal, their policy of same or next day re-activation if within ten business days (which is our case), and the fact that not only are we freezing, but worried about our pipes and other people in the complex as a result. All this, and we have only been cooperative thus far. I cannot voice my displeasure enough at Columbia Gas for this obvious display of not only poor customer service, but just plain disrespect towards customers that are trying to rectify a miscommunication.

Desired Settlement: In reality I want our gas restored tomorrow, 2/10/12, and not next week while we have to freeze in our apartment through these freezing temperatures. In addition to re-activation, I fully expect a statement from Columbia Gas regarding our situation, and why after 3 attempts to submit legal documents, it take almost 14 days to get simple heat in our apartmentin the middle of January. I will acknowledge receipt of statement the minute it is given back to me. Thank you, Current resident(s) of (****)

Business Response: Columbia Gas has contacted us and resolved the issue, reactivating our gas service. It's unfortunate it took longer than we thought necessary to have it reactivated, but we do appreciate the steps Columbia Gas took to help us out once we filed this complaint. Thanks once again, and we'll try to make sure we have better communication in the future.

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/6/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Columbia gas shut off our gas on 1/16/2012 and is stating they can not return service until 1/20/2012. On 1/13/2012 I called the gas company and stated that I would make a payment so that the gas wasnt shut off she said that she would note that and put in the system. 1/16/2012 comes around and we are shut off, I made the payment in full and was told they couldn't turn my gas on till 1/18/12 I made the appt, my husband too the day off bc they said someone had to be here. Which he was and the service man never knocked, just left a note on the door saying he called but no one answered! Not acceptable! Not only did they not turn on my gas they are telling me now they can not turn it on until 1/20/12 and I have two small children in the home as well as its 20 degrees outside so my pipes could freeze and brust. They made no effort to help me just kept saying that the earliest they could do was friday. I have the note they left on the door and its says if I contacted them back they could have it on same day! They then said yhey cant do that, then why put a note on my door that says that. Complete lack of respect and complete lack of comunication and work ethic from a company who's only chance to prove they care about their customers. If I had another choice of who to give my gas service to I would call them back and tell them not worry about it and I would be switching companies, but since they no this already they dont really care. Do what they tell you or dont have gas till they feel like doing something. My husband watched a columbia gas truck go right in front of my house, 35v min later while he was on the front porch and he went to a house just down the street. We asked customer service if we could go ask him if he wold be willing to come back and do it. the customer service agent told us if we did this that they would have us arrested. Service like this from big corp. and complete lack of respect or care. Bet they would add a disconnection to the route in a sec and have someone there. But to have it turned back on is like we are an inconvinence for them.

Desired Settlement: I dont want a thing from them other than to live up to their responsibilities. I paid my bill in full and they need to turn my gas on in a timely manner. 4 days is not a timely manner.

Business Response: Gas service was reconnected for the customer on January 19, 2012. Tried contacting the customer at two numbers listed on their account and on the complaint to apologize for the inconvenience. Left messages at both numbers but no returned call at this time. Will credit the customers account $50.00 for their inconvenience.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/26/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: There was an unauthorized cancellation of our line protection without our knowledge. A broken service line that we thought to be covered was not. This complaint is being filed a second time since 12/9/11, after it was apparently lost. We have been in our home for 25 years. Many years ago, I accepted a Line Protection offer from Columbia Gas that would insure our water & gas lines. On 11/21/11 we had an outdoor water leak. An inspection by the City determined it to be on our side of the valve, the repairs of which we would be responsible for. Upon calling Columbia Gas, I was transferred to Customer Protection Services - a third party who offers the line insurance. A person there told me our coverage had been canceled. I asked who cancelled it because neither my wife nor I had done so. I was told to call Columbia Gas. After being transferred back & forth between the 2 parties I was told the line insurance was cancelled "due to lack of payment", though we had always maintained an excellent payment history with Columbia Gas. I was told that it was possible for Columbia Gas to have been late sending them our protection payment and that if the payment was as little as 1 day late protection is canceled. However, if that payment was late our money should have been refunded, and I should have been notified of a cancellation. Instead, the money was kept and we received no cancellation notice. All the while, we believed we had the line protection for which we had signed up for many years ago. I called back to Columbia Gas & asked to speak with a supervisor. After being transferred to a supervisor by the name of (****), he confirmed that we did have an excellent payment history & would access our account archives to see why the line protection was cancelled. He said he would call me back but has not done so. On my follow up calls I have asked to speak with (****) but was told they would have him call me. He has not.

Desired Settlement: Our replacement cost of the water line was $1285, for which I have a receipt of full payment. I feel Columbia Gas or Customer Protection Services should refund us the amount of the repair or credit our gas bill by that amount.

Business Response: Thank you for providing Columbia Gas the opportunity to address your concerns regarding COLUMBIA SERVICE PARTNERS options. Your billing statement from Columbia Gas listed this option as a convenience only they are a separate company and all questions regarding their service was to be directly with their company. Our records reflect the following activity for CSP. 04-20-2004 CSP initiated 02-24-2004 Billing cycle LAST payment for CSP posted 03-18-2004 for $5.98. NO payment for March 23, 2004 billing cycle NO payment for April 22, 2004 billing cycle 05-21-2004 CSP cancelled If you would like more information and or have questions for CSP please give their company a call @ 1-888-(****)their hours of operation are Monday - Friday 9:00AM to 5:00PM We apologize for not being able to assist you with this concern. However we would like to take this opportunity express our gratitude for being one of our outstanding credit customers.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.) The response of: "We apologize for not being able to assist you with this concern. However we would like to take this opportunity express our gratitude for being one of our outstanding credit customers" is not an acceptable response. Columbia Gas nor their Customer Protection Services has been able to offer a valid explanation as to why our coverage had been canceled or why we were not notified it had been, which led us to believe we still had coverage. After speaking to a supervisor by the name of (****), he confirmed that we did have an excellent payment history & would access our account archives to see why the line protection was cancelled. He said he would call me back but has not done so. In my follow up calls I have asked to speak with (****) but was told they would have him call me. He has not. Columbia Gas appears to be ignoring this situation. I feel they and/or their Customer Protection Services have failed us. For years we paid for line coverage. It was wrongly canceled without our consent or knowledge, and when we actually needed it the coverage wasn't there. We were never notified it had been canceled or we would have done what was necessary to have it reinstated. Apparently this is some kind of an error or mix-up on their end, but the final result for my wife and I is equivalent to being scammed.

Business Response: Unfortunately we cannot assist you with this concern. CSP is a different company therefore this concern should be addressed with them. If you are willing to call that company @ 1-888-(****) their hours of operation are Monday - Friday 9:00AM to 5:00PM perhaps they can assist you. Again we apologize for any inconvenience you encountered when you called Columbia Gas. However our customer service representatives provided you the information on record that reflects cancellation of CSP in May 2004.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/16/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Gas service errantly shut off by Columbia Gas; they will resolve issue in an acceptable timeframe. When I came home from work today, my gas meter was missing and I had no gas service. I called Columbia to check on the issue and was advised that the service was removed for unauthorized access. In December there was a gas main break and the gas was shut off. Columbia employees restored the gas and checked pilots; they told me service was restored. Columbia reports that this service is not in their system, so it did not take place. They report that they did not restore gas service. I would have no idea how to turn the gas on or off, so this was done by Columbia Gas. In addition, the entire neighborhood was shut off and restored at the same time; my house is the only house that had the gas shut off today. The account has been in good standing for eleven years. Columbia reports that they will investigate within two days and make a decision about restoring service at that time. This is not acceptable because the error was made by Columbia and winter weather is forcasted. I aslo received and paid a bill from Columbia gas with the due date of 1/5/11; if gas was not being delived, why was a bill sent? I would like the service restored immediately.

Desired Settlement: I would like gas service restored immediately.

Business Response: Service was restored 1-11-12. I apologize for the error. I have credited $50 to your gas account for the inconvenience. Thank you ******

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/9/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: They are charging additional security fees for no good reason, after one has already been charged at the time of connecting service. Im being charged an "additional" security deposit charge of one hundred and twenty dallors, because of disconnection. I had to pay a reconnection fee of fifty two dallors to restore my gas service. The security deposit charge has nothing to due with restoring my service. Most businesses do charge securty depoists,but not more than once.I have been charge a security three times already.These charges are half of reason why the under privilege people or people with set budgets can not pay their bills off. This company is taking avantage of their customers and the under privilege by charging unfair and unnessary fees. These extra fees needs to come to a stop. It is not fair for customer nor the goverment to have to pay for additional security deposits.

Desired Settlement: I want them to take the security deposit fee off my bill.I do not want to be charged the security deposit fee again, as long as I am living at this address. I have already paid it when I first moved to this address.

Business Response: Mr. ****** Thank you for providing Columbia Gas the opportunity to address your concerns regarding the security deposit assessed when you had the gas reconnected at your residence on November 15, 2011. Security deposit is assessed whenever gas is turned off for non-payment reason. The security deposit will be credited to the account plus any applicable interest and reflected in balance as a result of one of the following reasons: 1) Payment is made by due date for 12 consecutive months 2) Customer of record request disconnect of service 3) Customer of record becomes eligible for the Percentage of Income plan. The security deposit that you paid for the initial connect XX-XX-XXXX was credited to your account on XX-XX-XXXX and was reflected on your ******18, 2009 billing statement as having a $10.23- credit balance. I apologize for the inconvenience however the security deposit will not be waived. If one of the forgoing reasons occur your security deposit will be credited to your account plus any applicable interest. We continue to be committed to providing you and all of our customers with the highest standard of safety and service in the industry. Sincerely, ************ Customer Relations Columbia Gas of Ohio

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/27/2011 Billing/Collection Issues
12/13/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Columbia gas stated that they would turn on gas service between 8am and 12pm on 11/28. They did not show up until between 12 and 4pm. Causing many problems. Columbia Gas had to push my request for service out almost 2 weeks from my original request which they are stating that they are at 5 days service time, they are not. It is winter. Furthermore, on the date they finally decided to grace us with service they came after the timeframe they had stated. Causing my representitive to lose business/miss work. I expect compensation for not following through on two service level agreements. Obviously Columbia Gas cannot provide quality service to its customer base.

Desired Settlement: I would like compensation. Some of us have to work to pay for bills like Columbia Gas and do not have the luxury to sit around all day and wait for them to arrive. An agreement to my employer was broken.

Business Response: Thank you for providing Columbia Gas the opportunity to address your concerns regarding your gas service at (****), Ohio. We appreciate you bringing this situation to our attention. This is to convey our sincere apologies for any inconvenience and difficulties with our service you experienced 11-28-2011. We are sorry that our service did not meet your expectations. Unfortunately as per the safety guidelines the house lines needed to be up to safety codes before Columbia Gas could turn on gas. When we were notified 11-30-2011 that the repairs were complete a technician scheduled for 12-01-2011 and work request was completed that morning. Please be assured, what happened in your case is not a typical situation when we arrive to connect gas service. We continue to be committed to providing you and all of our customers with the highest standard of safety and service in the industry. Sincerely, (****) Customer Relations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/12/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Service disconnected for non-payment at 11:40 AM paid by 12:31 PM. Refuse to reconnect service for 5 days due to holiday tomorrow. Service disconnected for non-payment (disconnection notice not received) at 11:40AM on Wednesday 11/23/2010. Immediately went to pay amount owed of 149.89 plus 52.oo reconnection fee, paided with cash at payment center at 12:31 PM. Called customer service line to report payment. Was disconnected 4 times and finally able to speak to a human at 12:40PM. Informed them of the payment and need service reconnected. Was informed that I missed the 12:30 cut off and because Thursday was Thanksgiving, service would not be restored until the following Monday. This left me without heat or hot water for 5 days over a holiday. Asked to speak with a supervisor who was unavailable to take calls. I was told there is nothting I can do but wait until the reconnection on the next Monday. They could not give me a time for reconnection; however someone will need to be home. This means I have to take the day off of work as well. This is horrific customer service!

Desired Settlement: Acknowledgement of horrible customer service. Refund of the 52.00 reconnection fee.

Business Response: CONTACTED CUSTOMER TO APOLOGIZE FOR WHAT HAD HAPPENED REGARDING RECONNECTION OF SERVICE. TO RESOLVE, CUSTOMER WAS REQUESTING A REFUND OF THE $52.00 RECONNECT FEE. ADV CUST I COULD ADJUST BILLING TO REFLECT $52.00 CREDIT ON HIS ACCOUNT FOR GOOD CUSTOMER RELATIONS. ADJUSTMENT HAS BEEN COMPLETED AND CUST ONLY OWES $38.44 ON HIS ACCT.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/9/2011 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Charging monthly fees for 5 days of connection. Misrepresentation in Billing summary. I have received a bill of $22.65 for my account # (****), for a billing date starting on 10/27/2011 to 11/02/2011. My gas usage on those five days accounts for 5 cents of the total bill, while the rest accounts for the base charges. When I had called in to start the gas connection, the representative did not tell me when my next bill would be generated neither did she tell me that Columbia gas does not prorate. Normally it would be safe to assume that the month starts on the day connection is established, or they prorate, and that is the case for all the essential services I subscribe too 'except' Columbia gas. When I had called into tell this to Columbia gas, they told me they are not required to give out that information and even if I started a connection a minute before 11/02/2011, they would have charged me the base charge. Now it is an understandable behaviour from a company's point of view which is not needed to prorate to not to give out such information because they could make a lot of profit out of it. Gas is also an essential service which a household can't do without. But unfortunately, it is an unfair practice and it hurts the consumer for being charged a monthly base charge for 5 days of use. It also accounts to malpractice for not divulging crucial information as this. Also in the bill summary they say "Fixed monthly delivery charge", a very vague usage of the word "month" because 5 days should not count as a month. Talking to the representative, she told me that they don't even a have a 'fixed date' when they bill. It is roughly 31 days from the last billing cycle but supposedly it could vary +(-)2 days, which means that the probability of falling into the trap of where a person starts his connection 2 days before 'their' billing cycle is even higher. Any rational person, given the information would wait for few days to start the connection instead of paying 22.60 dollars in base charge for a month for a few days of connection. I would have done the same. I have paid the bill this time. It would be nice to have my bill prorated given that they did not divulge the crucial information. But if that is not possible, this mail should at least serve the purpose to rectify such unfair practice. Thank you.

Desired Settlement: Prorating my last bill and refunding the rest.

Business Response: Please accept my apology; I completed this on 11-14-2011. I also issued an adjusted bill for account #(****), reflecting the credit amount of $17.17. Thank you for providing Columbia Gas the opportunity to address your concerns regarding your gas service at (****)Columbus, OH. We appreciate you bringing this situation to our attention. This is to convey our sincere apologies for any inconvenience and difficulties with our customer service you experienced 11-09-2011 when you contacted our Call Center. We are sorry that the explanation of charges did not meet your expectations. However, in light of your experience, and for good customer relations this time we prorated the 6 days billing and your account has been credited $17.17. You will receive an adjusted bill reflecting $17.17 credit balance. We continue to be committed to providing you and all of our customers with the highest standard of safety and service in the industry. Please contact me directly if I can be of any further assistance. Sincerely, (****) Customer Relations Columbia Gas of Ohio

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/5/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Columbia Gas must enter my home to read my gas meter. I have had to schedule several appointments for this to occur, leading me to miss work and wait at home. All of my scheduled appointments have had issues. The company failed to show on the correct day, the correct time, and brought the wrong equipment. I was told, after the company failing to show for the second time in a row for an appointment, that they would call ahead, 30 minutes prior to arrival to avoid me missing further time from work. The day they were supposed to install the equipment was coming to a close, and I had still not received a call, so I called them, and was told the technicians were 'en-route.' I immediately left my place of employment and arrived to my home 5 minutes later to discover that the technicians already left. When calling to inquire I was told there was nothing the company could do. I would have to reschedule and miss more work. Finally, a manager said she would send the crew back that night to avoid me missing more work. 3 hours later, she called back and I was told they couldn't make it. No effort was made to avoid my lost wages and time from work, no apology was made, no solution resolved.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I have been paying an estimated gas bill for the past 10 months due to the company continuously not being able to stick to the day and 4/5 hour time frame they agree upon. At times they arrive days early and others never show. I would like to be reimbursed for my time away from work, and feel I should not have to pay for any discrepancy in my estimated gas bill since it is not my fault they are not timely in their arrival. Desired Settlement: Other (requires explanation)

Business Response: Here is a copy of the response I sent on 11/14/2011: Since the PUCO only requires we read the meter at least once in a 12 month period, we are going to bill the customer for any gas used above the most recent calculated bill. I am able to credit her account $25 as a token of apology for our missing appointments. Unfortunately, with people needing their service for heat this time of year, our techs' priority are the connect and reconnect orders. ****** Regulated Revenue Strategic Initiatives Analyst I +*+*+ Additional info since this response +*+*+ We were able to access the customer's meter on 11/17/11, and installed an Electronic Read Transmitter (ERT). Meter reading should no longer be a problem. ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/28/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Columbia Gas had me pay $307.76 to have gas service started and now 5 days later wont even schedule to have it restored. My gas was shut off this previous week on Tuesday. It was in My exes name, he moved out the end of September. I called Columbia Gas and spoke to a gentleman to see what he thought the best solution was. I had a previous balance of $307.76 from like 2006, my exes balance was $371 and some change. I decided to go ahead and pay my balance instead of his because it was a small difference and to just have it in my name since he no longer lives here anyways. The gentleman said if I go to an authorized payment center it will post quickly and then fax in something showing my ex no longer lives here and then go ahead and get the gas scheduled to be turned on. I did everything he said, I emailed my landlord, he came over, changed the lease to show that basically I live here but would not give me a NEW lease because if I move out early he wants to be able to go after both my ex and myself for any outstanding rent. I paid the bill at 9:00 the next morning at Kroger which is an authorized payment center and faxed the lease in to Columbia Gas. I gave it a few hours and then called in to make sure they had received it and everything was being scheduled and was advised it was under investigation and I would hear back in 48 hours. I told her I have 2 kids, a 6 month old and 9 year old and no one said anything to me about any investigation when I called the previous day. I spoke to a supervisor who said the account was being investigated for unathorized charges which I had no idea what they were talking about.She again told me it could take 48 hours but was usually completed earlier than that and to call back the next day around 1:00 if I hadnt heard from anyone. I didnt hear from anyone so I called back and kept getting the run around. On Friday I called back and nothing was mentioned about unathorized charges, the supervisor said they were reviewing the lease because it looked altered. I told her that my landlord would not give me a new landlord and why and she got a copy of the fax and looked at it and said it looked fine to her and she would forward it on and I should hear back that day. I heard nothing back. i called back in this morning and spoke to (****) who said the last thing notated on my account was that the lease looked altered and fake. I told her I spoke to (****) on Friday who looked at the lease and said it was fine and she went and spoke to (****) and said yeah it is fine, they are still reviewing the account though and she could give me no more information. I called back this afternoon to check on it and spoke to (****) who hung up on me and then to (****) who said they couldnt do anything at this time because there was no final meter reading done and they were trying to get a hold of the technician to get a final reading but it could be until tomorrow that they find out. So basically this whole time I have had no heat or hot water for my two children is actually because their technician didnt do something right when he turned the gas off and a 48 hour investigation has turned into a 5 day investigation. I am beyond livid. I did what I had to do, paid the amount the man told me to pay and nothing has been done except my children have not had heat for 6 days. My house has gotten down to 57 degrees at night and the only thing I have to heat my room for me and my kids is a 5" ceramic heater which barely heats the bathroom with the door closed.

Desired Settlement: I want my gas turned on AS SOON AS POSSIBLE and Columbia Gas needs to do something to make up for the time we have been without gas and heat because they are a bunch of idiots. I have already filed a complaint with PUCO and plan on filing a complaint with the Attorney General as well. I also plan on calling my local news channels, Ten 10 investigates and ABC 6 on your side and hopefully they can do a nice little news story on how Columbia Gas treats their customers who do exactly what they are supposed and how little Columbia Gas cares about cold children.

Business Response: Service was originally disconnected 8-25-11 from the previous customer. We went out 11-9-11 to investigate usage on the meter. We found the gas on. Ms. (****) was billed $109.44 for the gas used. 307.76 was paid on old bill. Service was connected 11-15-11.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/18/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Gas company failed to come out as promise to restore my gas. Now it is extremely cold in my house and Ihave two little children. I with Asthma. 10/28/2011 I had an scheduled appt to have my gas turned on. I had paid the required amount for my reconnect on 10/20/2011. I had a requested for the techicain to call me at least an half an hour before he is about to come, so I could leave work and meet him at my. Techicain never called. They had my appt scheduled from 12:00pm-4:oopm. I work from 9:30-3:30pm. I waited all afternoon with my phone beside my computer in order for the techinican to call. NO PHONE CALL. I got home at 3:50pm. Waited at my house til 4:25pm cause I have to get my daugher from bus stop at 4:30. Still no called. I called the Gas company at 4:30 to see what was going on. ONce I got in contact with the them, they tell me that techician said he called me at 3:53pm, and 4:08pm. That was an complete lye. My phone had never rang at all. I got calls from everyone else, and I answered all my calls, but no techician. I explain that to them, and they told me that couldn't dispute the fact, of what I was saying but they had to go by what the techician says., but they couldnt call him to come back out to my house. Told me that they have to reschedule my appt. and it will not be until the following Friday before, someone could come back out. That is ridculous. I have to minor children in the house and they can't come back out to my house for another week. I have paid my money for me to get my gas back on and they have techicians that work til 11:00am at night that doesnt make no sense, and they expect me be at home all day on next Friday, when I have a job to goto and have to keep my children in a cold house. Becasue they can't come to just turn the gas on. It is not like the are fixing a gas leak it is just turning the gas back on. I don't that is not fair to anyone. WIth small children in the house that get cold and sick quick they should be the first ones that should get their gas turn back on. WHere is the fairness, in that.

Desired Settlement: I want someone to come out to my before Friday next week, to turn my gas on. I paid for the services to be done, and I also, waited long enough. They have my money where is my service. I have two small children. I want someone out to my house ASAP, and before Friday 4th. THat is the only fair thing that I want. They come out quick to shut a person off, but can come out her to turn your service on especially with children in house. That itself is against the law.

Business Response: An order was scheduled out today to turn service on. The service tech states that there were 3 seperate lines going thru cold air returns and open house lines that will need capped. Customer has been advised she will need to call back and reschedule after repairs have been made.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/18/2011 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On October 7, 2011 called Columbia gas to have service restored. Customer service agent told me that October 17th was the earliest date a technician would be available. Customer service agent failed to mention that I would be charged a $21.46 service fee for three days of service. Had I been made aware of this information, I could have avoided these riduculous charges by arranging restoration after October 20, 2011. After receiving my bill, I called and complained about the billing practice. I believe that it was done deliberately since Columbia gas selected the restoration date, not me. I was told by the supervisor that it was not the intention of Columbia Gas to rip off consumers. Yet no attempt was made to waive or pro-rate the charge. The PUCO should be ashamed of themselves for approving such unethical billing practice.

Desired Settlement: I would like the mothly delivery charged waived or pro-rated for the October billing cycle.

Business Response: Thank you for providing Columbia Gas the opportunity to address your concerns regarding the "Minimum Customer Charge" billed for gas service at (****). We appreciate you bringing this situation to our attention. This is to convey our sincere apologies for any inconvenience and difficulties with our service you experienced 10-31-2011. We are sorry that our service did not meet your expectations. Please be assured, what happened in your case is not typical of our level of customer service. However, in light of your experience, we will prorate the "Minimum Customer Charge" this time for customer relations. An adjusted bill reflecting $19.31 credit will be sent to your mailing address on record. We continue to be committed to providing you and all of our customers with the highest standard of safety and service in the industry. Please contact me directly if I can be of any further assistance. Sincerely, ************ Customer Relations Columbia Gas of Ohio

Consumer Response: I appreciate the fair resolution to this matter.

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/16/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Columbia Gas is stating that they did not receive our online transfer of service, and now making us wait a full week when I applied 30 days ago!!! On 10/01/2011 I went on Columbia Gas' website and completed a transfer request. I know it was that date because I did it exactly when I did the tranfer request for (****)electric, who actually sent me a confirmation and has a website that works! NOW on 10/27/11 they are claiming they never received the transfer request, and making our family with 3 children wait a week for heat in our new home. Well, somehow Columbia Gas sure did know what address (the new one) to send the final bill for the old house to, but interestingly is claiming they did not get the notice to turn the gas on there??? Now my children will be freezing at night or we must go stay with someone else for a week instead of living in our new home because this company can't send someone out for 5 minutes to turn a knob! My husband spent over a hour on the phone with 5 different RUDE representatives and managers last night about this issue. The only reason this company has any customers left, with the way they treat them, is because people have no choice with their Monopoly - which hopefully changes one day soon! What is most frustrating to me is that I am a customer who has been loyal to them (with different PUCO options) and paid my bills EARLY EVERY single month....while people who probably don't pay at all are ahead of me in line I'm sure! Considering I requested this tranfer of service online nearly a month ago, it certainly is ridiculous that we have to wait a week for heat now! It is no wonder this company has so many complaints against them and such terrible reviews online...the BBB clearly does not care HOW Columbia Gas "resolves" issues...just that they simply respond...otherwise, if customers actually rated them that "A+" rating would certainly not be! Columbia Gas knows that people have not choice but them for service delivery, so they can be as rude, unaccomodating, and unhelpful as possible...even if it is their error.

Desired Settlement: I would like my gas turned on at my new home now. It was requested on 10/010/11 for 10/21/11, and it is now 10/28/11 and not on at all!

Business Response: 2nd response - Gas service has sucessfully been turned on for (****). Order was completed on November 3rd, 2011.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.) Although our gas is now on, we should not have been forced to find somewhere else to live for a full week while waiting for someone to simply turn on the gas, when we applied for service over a month prior to moving!

Business Response: 2nd response - Gas service has sucessfully been turned on for (****). Order was completed on November 3rd, 2011.

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/16/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was scheduled to have my gas turned on between 8am and noon, I arrived at my house at 8:06 am, the technician passed me but would not stop! Like I said, I was scheduled to have my gas turned on between 8am and Noon on 11/8/2011. I arrived at my house at 8:06am (I got stuck behind a school bus), I tried calling Columbia gas to inform them that I was 2 minutes from my house I was just waiting on a school bus but I could not get someone to answer in time. As I was pulling into my ally (which is SMALL), I passed the Columbia Gas truck, I stopped and tried to wave him down but he kept on going!!!! I am in the middle of remolding my home right now, and am paying employees to be there everyday to install drywall. The drywall CAN NOT be finished until I have heat. How about I just bill Columbia gas for my drywall? It is crap that I am at the mercy of a company that does not care for their customers AT ALL! After calling the company 4 times and being HUNG UP ON 3 times, I decided to just write this complaint. I looked up "complaints about Columbia Gas" and found HUNDREDS of complaints about the same thing! This is a monopoly, Columbia Gas knows that residents of Ohio have no where else to go but through them, so instead of providing customer service they give you a "sorry you were not available when the technician arrived but you will have to wait 8 days" attitude! 8 days!!! My window was between 8am and Noon, why can the technician not come back and turn on my gas!?! Companies can not run without customers who pay them, but because Columbia Gas knows they are our only option they screw us over and treat us with no respect!

Desired Settlement: I want them at my house by 11/11/11! This company needs to be punished for their actions as well!

Business Response: Thank you for providing Columbia Gas the opportunity to address your concerns regarding your gas service at (****), Oh. We appreciate you bringing this situation to our attention. This is to convey our sincere apologies for any inconvenience and difficulties with our service you experienced 11-08-2011. We are sorry that our service did not meet your expectations. In your case the next available date to reschedule the work request was 11-15-2011. Please be assured, that when customers keep their access arrangements we are able to complete their work request on the original scheduled date. What happened in your case is not typical of our level of customer service. However, in light of your experience, we will endeavor to improve our service so that experiences such as yours may be prevented in the future. We continue to be committed to providing you and all of our customers with the highest standard of safety and service in the industry. Sincerely, (****) Customer Relations Columbia Gas of Ohio

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)

Business Response: Ms. (****) Thank you for providing Columbia Gas the opportunity to address your concerns regarding your gas service at (****), (****), Oh. We appreciate you bringing this situation to our attention. This is to convey our sincere apologies for any inconvenience and difficulties with our service you experienced 11-08-2011. We are sorry that our service did not meet your expectations. In your case the next available date to reschedule the work request was 11-15-2011. Please be assured, that when customers keep their access arrangements we are able to complete their work request on the original scheduled date. What happened in your case is not typical of our level of customer service. However, in light of your experience, we will endeavor to improve our service so that experiences such as yours may be prevented in the future. We continue to be committed to providing you and all of our customers with the highest standard of safety and service in the industry. Sincerely, (****) Customer Relations Columbia Gas of Ohio

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/27/2011 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Unfair practices in turning on gas services. I was scheduled for a service connect for my new apartment at 3651 Beulah Cir for 10/24 at 4:15 pm, and was told I would have a call from the technician 1 half hour prior to the time, and that I must answer the phone, or they would not show up. I work at a call center, so I scheduled the time to be available off of the phones with my supervisor so that I would be available. The technician called twice within a 3 minute period, and I immediately called Columbia Gas to get ahold of the tech. Columbia Gas refused to contact the technician, and were unable to do anything but set me up an appointment until November 1st. I have been living a week without warmth, and told them I have raynauds, and have to have it on sooner, and was told that Columbia Gas's policies cannot be changed for just me. These are very stringent rules, only giving a few minutes that the customer must be available, and since they have a chokehold on Columbus, they don't care. I wasn't given the right information to begin with, and now I am at a loss, and have no one else to go to.

Desired Settlement: Would like a technician to turn on my gas prior to 11/1, so that I can sleep and function.

Business Response: Mr (****), I tried calling you at the number you provided on the BBB email and your connect request order; however the phone keeps disconnecting therefore I was not able to leave a message. Please call 800-272-5440 and ask for me "(****)" I will try to reschedule your order for an earlier date. Your response time is critical with rescheduling due to work requests already scheduled. Thank you, (****) (****) Strategic Initiatives/Analyst II

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/25/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Paid reconnect fees and past due balance. Due to missing appointment calls was told that the earliest date of reconnect would be 10/18/11. Account number (****) paid $52 recon fee and past due balance. Per their message reconnection is to occur the next business day. I am at home with an ill child and missed the first call, immediately called the customer service line and was told that they could not contact anyone to let them know that I was at home. A voicemail message popped up on my phone at 11:55, without any missed call. A second call to customer service and I spoke with an agent who told me that the earliest available appointment would be 10/19/11 to reconnect service. A supervisor stated that they are unable to contact dispatch. I called back again and spoke with another representative who stated there was an appointment on 10/13/11, that they are able to speak with dispatch but are having scheduling issues. All subsequent representatives told me that the 19th was the only day available and no attempts were made to contact dispatch and the option was not offered. A call to executive relations yielded a move to 10/18/11, and no attempts were made to call dispatch. The rationale is that they attempted to fulfill an order, the tech does not make attempts unless the call is answered.

Desired Settlement: An expedited reconnection, as I am able to provide medical certification of my child's illness. It is in line with information from their website stating that reconnection could occur with this proof within 21 days of disconnection without payment. I satisfied the obligation and service should be restored in a timely manner.

Business Response: (****)(****) (****) (****) (****) (****) (****) (****) (****) Unfortunately, due to extreme order volume, we are not able to move the order up any sooner than 10/18/2011. If there is a medical condition in the home, and Ms Rawls wants to use a medical certificate, she needs to contact customer service at 1-800-344-4077, and provide them with the Doctor's name and fax number. A medical certificate will go to the Dr's office, and once completed and returned, we will contact Ms Rawls to restore service. (****) Regulated Revenue Strategic Initiatives Analyst I

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/24/2011 Problems with Product/Service | Read Complaint Details
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Complaint: I started service with Columbia gas about two months ago because it is "supposedly" the only gas service that is provided in the area I live. The number I have provided is the only number I have been given to contact Columbia Gas. Last month I called to pay my bill and followed the prompt to make a payment. The phone made a few beeps that sounded like I was being transfered to someone&hung up on me. I called back tried a drifferent prompt and I was hung up on again. I called back a few times until I got frustrated enough that I called & selected the prompt 4 gas emergencies. I let them know at that time when I had been through. They transfered me to customer service. Once on the phone with customer service I informed them of my experience they apologized said that it must have been a mistake that they would fix the problem. So I then informed them I needed to pay my bill. They said at that point that there would be a 3.00$ processing fee. I asked if they could at least waive it because of the stress and trouble I went through to get a hold of them and they said it couldn't b, but I could pay online w no charge. I went online to pay and I couldn't because I didn't have a pin number of some sort that I was never given. So I called them back, again I was hung up on again, called gas emergency, was transfered to cust. service explained the trouble, told them I could not login, the women I talked to tried to explain it which actually took her a min to figure it out, finally I asked to talk to a supervisor to have them take off the 3$ and she said even the supervisor couldn't. So I said screw and paid it. This month I call again and I get hung up on again. Call gas emergency, transfered to cust. svc. and they said they didnt know why and that it must be a mistake. I asked to speak w a supervisor to settle the dispute and was on hold 4 15 min. I hung up called back again, was hung up on, called gas em, paid my bill. I called back tonight asked for the address and I was told I coudn't have it.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want 6.00$ refunded, a number that I can conveiently pay my bill at and a 20% discount on my bill from here on out, and for them to fix the customer service line so other customers don't have to be put through this. Desired Settlement: Other (requires explanation

Business Response: I spoke to (****) today. She gave me the # she has been calling and I dont know where she got that #. I will report that # and have it cancelled. Our customer service # is 1-800-344-4077. I also gave her the # for Bill Matrix to make her payment but they will charge her. I credited her $4.90 for her inconvenience but this is only 1 time. Any pay location or Bill Matrix will charge her for making a payment. Can can mail her payment, do automatic withdraw from her checking or savings account or go thru our website. Thank you *********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/24/2011 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I moved apartments and had to cancel my Columbia Gas service on 10/3. I have always been current on my bill and I have an issue with my final bill. I moved apartments and had to cancel my Columbia Gas service on 10/3. I have always been current on my bill and I have an issue with my final bill. I called customer service and spoke with (****), a supervisor. She informed me that from 9/27-10/3, I was charged a fee for the whole month and that's their policy. I don't feel it's fair to charge for a whole month of service when utilities only lasted for less than 8 days. I hadn't even been occupying the apartment! I was told this is standard practice for them and I don't think it is fair. I would just like some good faith effort.

Desired Settlement: I would like Columbia Gas to refund part of the $23.34 charge that I had to pay for a couple days service.

Business Response: Ms.(****), I am not able to locate records for your name or the address indicated. If you are willing to provide the account number for said charges I may be able to assist you with a resolution.

Consumer Response: (The consumer provided the following account information requested by the business.) They requested information from me that I am providing. The acct number is XXXXXXXXXXXXXX. Thank you SO much for looking into this.

Business Response: Ms.(****), I am not able to locate records for your name or the address indicated. If you are willing to provide the account number for said charges I may be able to assist you with a resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/17/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The problem is we have no gas in our apartment. I talked to gas customer service and they gave me an appointment on Oct 6th to turn the gas on. I have two babies at home and with no heat avaliable and my husband is at risk of gettng pnemothormax again if he gets sick. I\'ve called them again to have the gas turn on sooner but they told me thats the only day available. We can not afford an hotel because our financial situation s not good.

Desired Settlement: I want them to turn the gas on as soon as possible for my kids sake.

Business Response: (****) (****) (****) (****) (****) (****) Columbus, OH xxxxx (****) (****) called in to connect service on 9/7/2011, she was advised to fax in id and social security card. (****) stated they wanted account in her husband\'s name, and was advised to have (****) call to place the order. (****) called on 9/12, and was advised to fax in 2 pieces of id. Unfortunately when he faxed the information on 9/15, the copies were too dark, and he hadn\'t put a call back number on the fax to reach him. They didn\'t call in again until 9/27, at which time (****) was advised to lighten the copy and re-fax the id information. The faxed information was processed on 9/28/11 at 6:28pm. (****) called on 9/29/11, and a cn order was placed for the next available date, 10/6/11. While I can appreciate their need of gas service for hot water and heat, we cannot force their order out any sooner due to high number of orders that are already on the schedule. Their service could have been on sooner, had they called and faxed information on the 7th or 12th of september. (****) (****) Regulated Revenue Strategic Initiatives Analyst I

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/17/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Customer Service representatives no documenting complaints also not completing transfers etc... Complaint #1 In August 2011 my gas was shut off for past due amounts. The employee that arrived at my house did not have on a Columbia Gas shirt nor did he have a Columbia gas vehicle. I allowed him to come in and turn the gas off with no issues or argument. After he left I proceeded out of town for a family function. Upon arriving home, I went to take a shower and I had no water! I then thought that my water has been shut off. So I then used my money that I had saved to partially pay my gas bill to pay my water bill at 1 a.m. That morning I called the water company to restore service, they tell me that my water had not been shut off. They sent someone out to take a look at why I didn\'t have any water. The valve had been turned off. The only person that had been in my basement was the Gas man. I call Columbia Gas customer service and they basically tell me to prove it and they would transfer the complaint to the dispatch manager of my area, to further investigate it. I also emailed the company about the issue. I never did hear from the manager, and the email I received back just stated that i had talked to a customer service rep and they would transfer it the area manager. Complaint #2 On October 6th my gas was scheduled to be restored. A employee came to my house to restore service. He came in and stated that someone had used the gas and they would not be restoring the gas. I called in right away to speak to customer service. The said they had to conduct an investigation and someone would be out to the house in 2-3 business days to complete it. I asked if they could call me and schedule a time since i would not be home during the week. They said yes someone would call me Friday to schedule a time. Friday and that following Monday came and still no phone call. I called in Tuesday and they told me they would call me by the end of the day. Wednesday morning came still no phone call. I called Customer Service again, they told me that no one had actually transferred the request to the investigative unit. So they would now transfer it over. Late Wednesday night I check my mail and I have a letter from the company stating I had to pay another $172.00 to restore service. After calling the company many times that week and asking if i could just pay everything so i could get my service back on, no one let me know that a conclusion had been found. I waited an extra 5 days that i could have had service, for an investigation was never completed. I understand that you might get a lot of people that misuse the gas but in this situation the gas was never touched by anyone....my question for you is... Could the guy that turned off my water also have misread my meter or not properly turned off my gas? I have young children and temperatures are dropping. I now have paid the $172.00 and I have to wait over a week for you guys to restore the service which I find a long time. You take someones money but do not have the man power to bring someone out to restore the service. Your company never acknowledged there accidents and the problems that might have caused me. I might be low income but I come from a very large family of lawyers and judges and they agree that with the evidence I do have, could become a case. Im not looking for all that trouble but I would like your company to acknowledge your errors.

Desired Settlement: Whatever they feel is acceptable. I just wanted to report the problems because customer service doesnt seem to care.

Business Response: (****) (****) (****) (****) RD Dear Ms. (****), Thank you for providing Columbia Gas the opportunity to address your concerns regarding your gas service at (****) (****) Rd., Columbus, Ohio. We appreciate you bringing this situation to our attention. As per our conversation Friday 14, 2011 the order to restore your gas service has been changed to Monday October 17, 2011 instead of October 21, 2011. I have also adjusted off the tampering fee in the amount of $88.00. Your account records will not reflect this situation as \'\'Usage without Company Knowledge\'\'. Once your account is activated a $50.00 credit will be applied for good customer relations. This is to convey our sincere apologies for any inconvenience and difficulties with our service you experienced August 15 - 17, 2011. We are sorry that our service did not meet your expectations. Please be assured, what happened in your case is not typical of our level of customer service. However, in light of your experience, we will endeavor to improve our service so that experiences such as yours may be prevented in the future. We continue to be committed to providing you and all of our customers with the highest standard of safety and service in the industry. Respectfully, (****) (****) Customer Relations XXX-XXX-XXXX

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/12/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The house (****) was just purchased by myself and Columbia Gas will not switch on service. THere is a HUD disclaimer on outer windows that there is the PONTENTIAL for mold or radon gas and a notice from a company called (****) that there could mold in garage. (****) HAS NO REPORT and now Columbia Gas thinks there is mold on the property and will not come out to switch on the service. When contacted, Columbia said to get the \"Health Department\" to certify that the property is OK. The Health Department does not conduct independent tests as such and I need to move into this property very soon as it will be my main place of residence. Please help arm me with some kind of documentation that I can present to Columbia Gas that will make them turn on my natural gas. There is NO MOLD. Please help

Desired Settlement: Please instruct Columbia Gas to turn on the gas in my new home.

Business Response: Spoke to (****) to advise that I have previously spoken with (****) to get the connect order rescheduled. The connect order has been scheduled for Monday October 10, 2011. (****) provided additional access arrangements to get the order completed.

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/11/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Received notice of disconnection on 9/23 for 9/25. Called and said disconnected on 9/22.I had transferred to my name in late august. THey sent a notice after they had already shut the gas off to two addresses. I had put these in my name a month ago. After I called the PUCO,they admitted I had put in my name. However, they had disconnected service on 9/22 when I did not receive the disconnection notice until today, 9/23 which stated service would be disconnected on 9/25 if they were not contacted. I called and even though it was their error,they told me they could not restore service until 10/3. We pushed and not until after we called the PUCO and got a direct number to higher ups did we get them to agree to come out today, 9/23. It is now 8:45 p.m. They have called twice saying they are on their way and cancelled because of more pressing emergencies. We have two autistic children that we were taking to lake erie this weekend. My husband has spent the entire afternoon/evening waiting for Columbia Gas to restore service that never should have been shut off. I have had multiple accounts with them for many years and I had gone over every address that needed to be transferred back to me. To top it all off, the building they disconnected two meters on has 5 total meters. They turned off different addresses than stated in the notice. My credit with them is EXCELLENT. Their service is inexcusable.

Desired Settlement: If you get a modern day monopoly, we as consumers need some protections. Until I got to a high enough level in the organiztion, I was treated like a non paying customer with a bunch of excuses. THe whold system is set up so you give up with frustration. They were bullies until they realized they were wrong. Even now, we have spent the entire day trying to resolve this issue in the hopes that their horrible service does not effect our business and the efforts we have made with our tenants. Our tenants will blame us for this error and we have no smoke and mirrors to hide behind.

Business Response: Left two messages for the customer to return my call to investigate concerns. Cust did not return calls.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/10/2011 Problems with Product/Service
10/7/2011 Problems with Product/Service
10/3/2011 Problems with Product/Service
9/29/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Gas turned off Friday 9/23 due to incomplete documentation. Documents were given that night, will not turn gas on until Sunday 10/02. Unable to cook or heat home for more than 1 week. No hot water either.

Desired Settlement: Turn on gas ASAP

Business Response: (****) contacted Columbia Gas on 9/6/2011 to place a connect order. She was advised at that time to fax in 2 pieces of ID. The gas service was on at that time, even though the previous tenant had requested service be disconnected. Due to the area being near campus, Columbia leaves the gas on in their name for 2 weeks. If there is no connect order scheduled, a memo prints out, and a disconnect is scheduled. In this case, gas service was disconnected @ 11:20am on 9/23/2011. (****) called us at 5:24pm, and was again advised to provide us with 2 pieces of ID, and that information received by Columbia can take up to 2 days to process. The information was received via e-mail, and a connect order was placed on 9/26/2011. Normal procedure for scheduling orders is next available or 5 business days. Instead of being on schedule for Monday October 3rd, she has been given a Sunday afternoon appointment. Unfortunately I am unable to move her order up. We have 481 orders already scheduled today, and 281 already on tomorrow's schedule. I apologize for the inconvenience, however this could have been avoided had she provided the required information in the week of 9/6/11. Cordially, (****)

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/26/2011 Problems with Product/Service