BBB Logo

Better Business Bureau ®
Start With Trust®
Albany, Buffalo, Rochester & Syracuse regions

BBB Accredited Business since

BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

National Fuel Gas Company is an integrated energy company distributed among the following four operating segments: Exploration and Production, Pipeline and Storage, Utility, and Energy Marketing. National Fuel Gas Distribution Corporation, the Utility, sells or transports natural gas to more than 728,000 customers through a local distribution system located in western New York and northwestern Pennsylvania. National Fuel Gas Supply Corporation, an offset of Pipeline and Storage, provides interstate natural gas transmission and storage for affiliated and nonaffiliated companies through an integrated gas pipeline system that extends 2,972 miles from southwestern Pennsylvania to the New York-Canadian border at the Niagara River. In addition, the Empire State Pipeline, a 157-mile natural gas transmission pipeline running from an interconnection with TransCanada Pipeline near Buffalo, NY to Syracuse, NY, began operation in 1993. It provides intrastate natural gas transportation to major industrial companies, utilities and power producers in the western and central New York area. As part of the Exploration and Production segment, Seneca Resources explores for, develops and produces natural gas and oil reserves in California and Appalachia, including the Marcellus Shale. National Fuel Resources, Inc. (NFR) is a subset of the Energy Marketing segment and markets natural gas to industrial, wholesale, commercial, public authority and residential customers primarily in western and central New York and northwestern Pennsylvania, offering competitively priced natural gas for its customers.

 

BBB Accreditation

A BBB Accredited Business since

BBB has determined that National Fuel Gas Company 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.

Find a Location

Reason for Rating

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

Factors that raised the rating for National Fuel Gas Company include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 41 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

41 complaints closed with BBB in last 3 years | 16 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 20
Delivery Issues 4
Guarantee/Warranty Issues 0
Problems with Product/Service 17
Total Closed Complaints 41

Customer Reviews Summary Read customer reviews

1 Customer Review on National Fuel Gas Company
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 1

Additional Information

top
BBB file opened: January 01, 1966 Business started: 01/01/1902 Business started locally: 01/01/1902
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

NYS Department of Environmental Conservation
625 Broadway, Albany NY 12233
http://www.dec.ny.gov
Phone Number: 518-402-8748

Business Management
Ms. Anna Marie Cellino, President, National Fuel Gas Distribution Company Mr. Joe N. DelVecchio, Vice President, National Fuel Resources Mr. Perry Figliotti, Senior Manager, Consumer Business Mr. Ronald C. Kraemer, President, Empire Pipeline, Inc. Ms. Karen L. Merkel, Director, Corporate Communications Mr. John R. Pustulka, President, National Fuel Gas Supply Corporation Mr. Timothy J. Silverstein, Director, Investor Relations Mr. Ronald Tanski, President & COO
Contact Information
Customer Contact: Mr. Perry Figliotti, Senior Manager, Consumer Business
Principal: Mr. David F. Smith, Chairman of the Board & CEO
Business Category

NATURAL GAS COMPANIES OIL & GAS EXPLORATION & DEVELOPMENT PIPE LINE, OIL & GAS WHOLESALER & DISTRIBUTORS ENERGY SERVICE COMPANIES ENERGY CONSERVATION PRODUCTS & SERVICES

Alternate Business Names
Empire Pipeline National Fuel National Fuel Supply Corporation NFR Seneca Resources
Industry Tips
Choosing Energy Service Providers/Utility Company

Additional Locations

  • 1384 Peck Settlement Rd.

    Jamestown, NY 14701

  • 409 Main St.

    Buffalo, NY 14203

  • 6363 Main St

    Williamsville, NY 14221

  • AppleTree Business Park  2875 Union Rd. Suite 44

    Cheektowaga, NY 14227

  • THIS LOCATION IS NOT BBB ACCREDITED

    1100 State St

    Erie, PA 16501

  • THIS LOCATION IS NOT BBB ACCREDITED

    225 Wayne Street

    Erie , PA 16507

  • THIS LOCATION IS NOT BBB ACCREDITED

    3505 Valley View RdPO Box 301

    Clark, PA 16113

  • THIS LOCATION IS NOT BBB ACCREDITED

    Main Street

    Oil City, PA 16301

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 2081

    Erie, PA 16512

X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

About BBB Business Review Content & Services:

Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.

Professional AffiliationsX
X

Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

X

BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

X

What is BBB Advertising Review?

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.

X

What government actions does BBB report on?

BBB reports on known significant government actions involving business' marketplace conduct.

X

Thank you for your feedback!

Help us improve by taking our survey.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

X

Additional Phone Numbers

  • (716) 686-6123(Phone)
  • (800) 444-3130(Phone)
  • (800) 453-3513(Phone)
Find a LocationX

  Change Location
Show Only Accredited Locations


Complaint Detail(s)

11/5/2014 Billing/Collection Issues
10/29/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I have lived at my address for 5 years. I moved about a month ago. I got a letter in the mail stating that the meter was removed from the last address for accuracy and according to procedures it tested that the meter was not recording all the gas that passed threw it. Being the that the meter malfunction which has nothing to do with me. They deceded that they will adjust my count back 8 months. and which they want me to pay for there mistake. That is crazy, it wasn't like my heat bills was cheap. They was 300 and 400 dollars due to how cold it was. Then I even received bill saying they billed me to much so im confused.How am I responsible for there meter reading. I didn't install it. It wasn't like they didn't do a meter reading them selves.

Desired Settlement: I should not have to pay for there mistake that is crazy. I have my heat bill at my new house which says 40 dollars. I should not have to pay nothing back. And its not fare i have a child and i payed my bills to make sure my heat stayed on. Now they wanna come and say I owe them 884.98. For a place I have been staying at for years.

Business Response: We contacted the customer after receiving the BBB complaint. Previously we had forwarded all the information regarding the bill up of the non-registering meter. It was explained that on January 7th an actual reading of the meter was taken at 2994 and a bill was issued for $243.41.  National Fuel is on a bi-monthly reading schedule so the February bill was estimated. In March an actual meter reading was reported of 2994 and our system automatically adjusted February bill for "0" consumption net bill $22.54 and March bill "0" consumption for $18.32.  The April billing was an estimated bill and May the reported read was again 2994 adjusting the billing for April and May issuing both "0" consumption and bills for $18.66 and $17.79. Unfortunately this occured again in July when an actual was reported of 2994 and in September when the customer called in a final reading of 2994 as they were moving. After reviewing the account it was determined that the meter stopped registering in January when the actual read was 2994. Subsequently, an adjustment was done to bill the customer for gas they had used and not been charged for. The total consumption based on the inaccurate meter reads billed from February through September 2014 was "0" rendering total net bills for the 8 month period of $152.06.   We review prior history to establish a Billing Factor which was used to refigure each monthly bill beginning in February 2014 - through the final bill in September 2014.  The total bill up minus any payments and credits rendered an adjustment of $884.98.  All information regarding this bill up was forwarded to the customer.  When we received the BBB complaint we again called the customer.  We reiterated how we determined what was used basing our adjustment on prior years history.  At this time we offered the customer a "conservation credit reduction of 20% or the bill up equal to $177."  The customer is not willing to pay anything as they feel the bills that they received should have been correct and that is what we billed and that is what they paid.  We explained that if they would look back in the previous year from February 2013 through May 2013 they used a consumption total of 896 ccf and a total net billing of $836.32 and for 2014 "0" consumption with net bills totaling $152.06.  Further we explained that 2014 was 17% colder than 2013 and the adjustment showed an increase consumption of 10%.    We apologized for the inconvenience this matter caused however they would be responsible for the billing.  We offered them a 40% conservation credit or $354. for failure to correct this in a timely manner, leaving a balance due of $530.98 and an arrangement spread out over 10 months to pay off the balance.  Also advised if they needed more time we would work with them.  The customer is NOT willing to pay ANYTHING of the bill up - she feels the bills we originally sent were correct and will take this matter further.   Unfortunately at this time the customer is NOT SATISFIED.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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




10/25/2014 Problems with Product/Service
10/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Nationa Fuel Gas has damage my property moving the gaslines to the front of my home by cutting the bottom of the siding to install meters in the front of my home. I have been talking to **** ********, *** ******** since July. I contacted **** **** *********** and **** ***** ********** to look at the damage to the front of my home. Both stated that the siding was cut at the bottom of the house. I then contacted **** ******** again and he tells me to contact the contractor that National Fuel Gas is not responsible for the damage. I then called back to customer service to speak to someone over **** ******** and *** ********, and was given the name of **** *******. I did call **** ******* and explained to him the problem I was having with **** ********. I faxed the over the document from **** ***** for the cost to repair the siding that was cut across the bottom of the house. I have not been contacted from anyone from National Fuel Gas yet.

Desired Settlement: I want this done before the snow comes.

Business Response:

National Fuel has advised  Ms. ****** that a contractor was sent to complete the job of moving the gaslines on her property.  Any damage that was allegedly done by the contractor would be their responsibility.  After contacting our RISK department, Mr. ******* did go out and take pictures and it has been determined that both NFG and the contractor  the damage she is questioning was not caused by the work completed at the premises.  NFG Operations was advised by Mr. ******* to call Ms. ****** and advise that the contractor would be calling her.  As we understand it, Ms. ****** would not take the call from the contractor.  It has been determined that the siding was not a result of the work that was done on her property and therefore no reimbursement would be allowed.

Consumer Response: ******** this is the picture where the bottom of the siding was damage from the bulldoser hitting the coner post and siding removed at bottom where they install gas lines. I have faxed over the information from **** ***** ********** *. stating what needs to be done. Thank you 


All across the bottom the siding was cut and the corner post was damaged from the bulldoser digging up the front lawn.

Business Response:

National Fuel's contractor moved the meter from inside to outside of the home of 6/25/2014.  The meter placement is determined by where the service line enters the house.  The customer claimed that her siding was damaged when we placed the meter at her premises.  All pictures that were sent have been review along with an onsite visit to her premises.  A National Fuel service departmetnt supervisor, a representative from our RISK management department along with the Contractor were present and determined that the cracks and holes in the siding were not caused by the meter work completed there. 

 

The customer was advised the Company is not responsible for replacing siding that was damaged by the contractor.  The Contractor also stated that they are not resonsible for the damage to the siding as it was not caused by any of the work that was done at the premises on 6/25/2014.

 

Based on the review and pictures attached, the siding she "claims" was damaged by our moving the meter are outside the scope of the work that was done.  There was no damage around the meter placement.

9/24/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I moved out of 2** ***** *** *** ** ******** ** on August 19th. The gas company tells me they cannot close my account until they get in the building, and I have repeatedly told them that the landlord refuses to be there to allow them in the building, and I cannot come back to do it because I am in enrolled in graduate school in NYC now. The new tenants refuse to put the account in their name because they are getting free gas now since I'm stuck paying their bill. When I called to make a 2nd appointment for them to attempt to enter the building, I was told that after the 3rd attempt it would be forwarded to their "security department" and that they would contact the landlord. However, now when I called to make the 3rd attempt appointment they told me that they would not forward it to that department and that I was "misinformed" and that it's my problem and I have to "work it out with the landlord" despite my telling them that he refuses to return my calls or messages. I am HIGHLY UPSET that I am stuck paying someone else's bill and the company is FULLY aware of this and refuses to close my account or help me like the 2nd person I spoke to said they would.

Desired Settlement: To CLOSE my account and contact the landlord, ***** ****** ** ************ like they SAID they would.

Business Response: We have reviewed ******** concerns regarding National Fuel not being able to gain access to the meter to lock it in her name.  We attempted once more to gain access with no success.  We called the landlord, *** ***** ******* however he did not call us back.  Based on the information that ****** provided and due to the fact we did have actual readings on the account, we prorated the final bill and took it our of her name on the date she requested.  A final billing was mailed to her showing a $5.50 credit.  We were also unable to leave her a phone message as she does not have an answering machine on the number given.

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.  However, I want to note that my cell phone certainly DOES have a voicemail box and national fuel did not leave me any messages but they COULD have, and I never received a credit of $5.50 from the company.
Regards,
****** *********

9/16/2014 Problems with Product/Service
9/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: There is a gas well that is behind my property that is owned by national fuel. Someone is using the access road to dump garbage next to the gas well. This garbage is making its way onto my property and I want it cleaned up. I called a representative to voice my concerns and was told a supervisor will call me back. The supervisor never called. When people throw garbage next to a national fuel gas well, national fuel needs to clean it up, or pay someone to clean it as now it is spilling onto my property.

Desired Settlement: I need to be paid to clean up this mess, or national fuel needs to pay someone to clean up this mess.

Consumer Response: Consumer filed separate complaints that BBB combined into one:

Delivery Issues - The non-delivery of services

Terrible customer service. I own 2 properties, both in National fuel gas area. One I live in, and the other I do not. The house I live in, national fuel came out last year and dug up the ground in front of my house. I called to ask when they were fixing it, the rep told me within the week. 2 weeks later, nothing was done so I called again and was told a supervisor will call me. The supervisor never called. In spring the village came and fixed my property, NOT national fuel. Why was my land dug up and not fixed? Why was I not called by a supervisor when I was told I would be?

I think national fuel should reimburse the village of Forestville for the land repair made. I had to deal with a mound of dirt all winter, but I am not out anything monetarily, except for the percent of my taxes. Forestville should not have to pay for shoddy repairwork.
****** ******* ** *** *** *********** *** **** ***** 


Delivery Issues - The non-delivery of services

. I was called by a national fuel representative telling me that my gas meter needed to be moved, and informed me that someone would need to be at the location. They said it would be about 4 hours from 8-12. I paid an employee to sit and wait. Nobody showed up, when I called the response was, oops, Im sorry. I requested a reimbursement for the money I had to pay my employee, and was told no.

$100 for reimbursement of what I had to pay my employee to wait.

Delivery Issues - The non-delivery of services

I have been trying to get service on at my second property. First attempt. Between the hours of 7am and noon a service man will be at the property and will call 15 minutes before hand. I explained I do not live at the property, and I need more than 15 minutes, they said they could not do anything, and I would just have to wait there. I paid an employee to sit and wait for 5 hours, only to have national fuel never show up. I requested a reimbursement for the money I had to pay an employee and again was told no. I rescheduled for the next day, and the representative told me that he would have the serviceman call at 7am to give a closer estimate of time. This time the representative never called until he was on site at 9:48am. He would not wait for me to arrive. I called customer service and rescheduled again. That is the up-to-date information. As of right now my house still does not have gas service.

I would like $100 to reimburse me for paying an employee for waiting for someone who never showed up. I would also like to have gas service installed at my house, and for someone to be there when they say they are going to be there.

Business Response: Please excuse the delay in responding to this complaint from ****** ********  Be assured that we have been working with Justin to resolve all of his issues with National Fuel Gas.  We were having difficulty in having Justin return our calls in a timely manner, however all if his concerns have been addressed to his satisfaction.  The only outstanding issue at the present time is moving the gas meter.  We have addressed this with our service department and have tenatively scheduled this to be completed on September 9.  We have placed a call to ****** to advise that this is the schedule date and to see what a convenient time for us to be out to his address.  In addition, the property on ******, when we were out to unlock the meter, failed the houseline test and we were not able to give him service. ****** has stated he has fixed the problem but has rented the property and will wait to have the service connection until the new party moves in and applies for the meter. 

9/11/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: To Whom It May Concern; In the month of June 2014, my husband and I, received a gas bill for $95.38 from our gas provider, National Fuel. This was out of the ordinary for us because we live in a small upstairs apartment, where we only use natural gas for our furnace and for our small stove. Our hot water tank runs on electric, and we do not have a washer or dryer. It was also out of the ordinary because we had been house sitting for two weeks that month. I decided to call National Fuel because I felt something was wrong, and they said they were going to send someone out to check it. After the first National Fuel serviceman came out, we received an adjusted bill of $7.14, which made sense to us because we were only home two weeks in the month of June, we used our stove sparingly, and the furnace was not on seeing as it was the middle of summer. A few days later, my husband received a phone call from a National Fuel representative. She said that they wanted to send another serviceman out to our apartment because the first serviceman didn’t complete something like he was supposed to. I told her that we had received the adjusted bill, and that the first serviceman had just been there days before. I also told her that we only used the gas for our stove and furnace. The representative told us that the second serviceman was coming out to change our meter. After our meter was changed, we thought everything was taken care of. Unfortunately, for the month of July, my husband and I were shocked when we received a bill from National Fuel that originally amounted to $2,028.48 for the past 44 months. After the HEPFA allowance, and our past payments were applied, our bill amounted to $359.18. We were especially confused because we have been paying bills every month, and since we are careful with how much gas we use, the bills didn’t seem abnormal. During the winter months, we keep the temperature down to 65 degrees F and we turn the furnace off during the day while we are at work. Since our apartment is upstairs, the heat rises, which also keeps the apartment warmer in the winter. During the summer, we try to use the stove as little as possible, especially when it is hot outside. My husband and I went to our local National Fuel Customer Assistance Center on July 28, 2014, to find out why we were responsible to pay for what appears to be their mistake. The representative we spoke with showed us on her computer that the meter malfunctioned just months after my husband moved in to the apartment. That was almost four years ago! The representative said they should have caught it back then, but that it would have been hard to tell that there was something wrong with it. She did not offer any solution, other than to ask how we wanted to pay our bill.

Desired Settlement: I would have understood if they had brought this to our attention when the meter first started to act up, but the length of time that has gone by proves that they are not properly maintaining their meters. I don’t feel like it is our responsibility to have to pay for their negligence. Thank you for your time.

Business Response: We contact ***** on Monday, August 4..  The issue was a non-registering meter.  It was explained that she was not being billed for the gas as her meter was not registering correctly.  We adjusted the bill based on prior history on the account and determined what the bills should have been taking into consideration history and current weather.  She seemed to understaind our billing process and our initial offer to her was 15% conservation credit and an arrangment on the balance to equal the number of months of the non-registering period.  ***** stated she would have to speak to her husband when he came home and would call us back.  The representative advised he would be on vacation the following week beginning Monday but she could call and he would familiarize ***** and she would speak with her.  No calls were received on August 11 and when rep returned on Aug 18 he contacted ******  She was not satisfied with the 15% and did not want us to hold the bill for 12 months as they did not plan on being at this premises for that long.  We offered 25% of the bill up in addition to an arrangment on the balance.  ***** again said she would need to talk this over with her husband and get back to us.  Our representative again gave his name and number she could call and leave a message and not have to wait till Monday to contact us to resolve her issue.  We are still waiting for her response.

Business Response: *** ******* left a message for the BBB on 9/3. The message stated that the consumer is only available on Mondays to talk to. She tried to speak to her this past Tuesday (9/2) but the consumer was sick. *** gave the consumer's husband her home number so she could call, but it will not be until Monday 9/8 that the consumer can be reached.

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,

***** ******

8/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Yes I was told to contact you . Due to our gas has been off since 2013 due weren't able to pay the full amount and tried to get help but went through the winter with no gas. I am the caregiver of someone in the house with health issues that he is in need of this to maintain his care. But due to the income and the fact the lease has both names on it we still cant get the service on till it is paid. Welfare wants to put the incomes together and they wont help cause it is not in his name and the factor they use both incomes. I have all the bills in my name cause he is not able read and understand them. He has life alert also and as for this year still have not been able to work things out yet. The rent is $550.00 a month which I handle every two weeks and the lights, water, phone, trash, sewage, is paid by the landlord and we give him that his income is SSI and food stamps 189.00 for his food only $721.00 is his cash and as for the health issue is as follows: Asthma, Diabetes insulin, Epilepsy, Heart Condition, Bladder Cancer, Arthritis, Sinus, C.O.P.D. cant read and write just his name only. o we want to know is there anything you can do to help us please. We did try the public utility commission. And it still was shut off May 2013 And it wont be turned back on till that bill is paid. And last winter was bad. And as for my income I have the rent and my food and the other bills to take care of from my paycheck that is $924.00

Desired Settlement: Willing to make some kind of payment agreement if they would just turn the gas on even though I owe the old bill and will work to get it paid-off but I can't do it as of now. But in the meantime Mr. ****** is the one that is with out heat and his health is my concern he went this pass winter without heat so please if anything the bill can go in his name and the old bill is my concern. All he wants to do is get the gas on and it will be paid. He can't be on his own and this is why I am here.

Business Response:

On July 24, 2014 a representative from our Pennsylvania office contacted ******* to discuss her issues stated in the complaint.  The gas service was shut off for non-payment on May 6, 2013 for an amount owed of $1607.44.  The last payment received on this account was April 2, 2012 of $100.  An analysis of ability to pay was updated and was found that there is income in this household to make payments on the account.  Originally we were asking for the full bill of $1607.44 but advised ******* we would accept $369 down - she would have to go on our budget plan to pay current bills plus an agreement to pay an additional $109 per month on the outstanding balance.  The gas is in ******* name and we advised she could make partial payments and once the $369 was paid, the gas service would be restored.  She was given a "denial of service" letter advising her of these options. 

7/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In late summer of 2013 National Fuel did a neighborhood wide replacement of meters. NF took meters from inside the house and place them outside the house. This required extensive digging in yards and gardens. As of 05/20/2014 after several calls to have my yard repaired I have been told several untruths by the construction supervisor over the course of 5 weeks, 9 months after my yard was destroyed by National Fuel. Several calls were placed with ***** ****** the supervisor who explained that the landscaping contractor had run out of topsoil. This was later to be found to be untrue after calls to the landscaping company, ***** *****. The construction supervisor was unaware of any issue under his control and continued to lie to the neighbors whose yards were ignored. The 25 yards in front of my house were landscaped and seeded as others were ignored. The supervisor was unaware of landscaping issues and told me that they had run out of topsoil. I found that the yards were put on hold for landscaping but was told otherwise by the supervisor. After several calls to National Fuel to speak to a supervisor these calls were ignored and no calls were returned.

Desired Settlement: As I feel that a complete repair of my yard would be leveling, topsoil, grass seed and watering I believe that National Fuel should be responsible for all of the steps. Including the watering process to ensure that grass will grow in the areas of the destroyed yard. I was told that this would be taken care of the first of spring, meaning at the latest April and it is now May 20 2014 they have ignored their responsibilities for my yard and others surrounding me.

Business Response: On September 13, 2013 NF commenced a mainline replacement project of 2400 ft of pipe with service work on ********/*********/****** in the Town of *******.  This project incorporated Mr. ********'s residence.  The project was not completed until 12/9/13 and our restoration season ended around October 15, 2013.  All orders are issued once the project is completed and we attempt (weather permitting) to complete all restorations by May 31, 2014.  We have been out working on the streets involved, unfortunately due to the cold and wet weather, our landscaper (whom we spoke with today) was having difficulty getting enough clean, dry topsoil.  This negatively impacted the landscaper's production and this was the information passed on to Mr. ********.  On May 20, 2014, our landscaper called and spoke to the servicenter and asked if the "hold" could be removed on the project for ********/*********/****** so they could continue clean up, weather permitting.  National Fuel was not aware of any "hold" on the project, our system did not have a hold however the landscaper said someone had called to place a hold due to more "mainline work" that was being done.  The landscaper put the entire remainder of the project on hold without knowledge to anyone at National Fuel.  We then advised our landscaper to remove the hold and put this project on highest priority.  We contacted Mr. ******** this morning and discussed his issues and explained what had transpired.  We apologized for the inconvenience and advised his project (lawn restoration) would be given top priority weather permitting.  Currently we are experience extended days of rain and must wait for a few dry days to topsoil and seed his property.  We will restore to his satisfaction.  His concerns were he wanted to take advantage of the rain we have been experiencing to water the new seed.  We did advise the landscaper ***** ***** has been given his address with a top priority to complete his address. .  We gave him a contact number at National Fuel should he have any questions or issues in the near future.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

My complaint will not be closed until my yard is fully restored "to my satisfaction" as per what National Fuel has promised. At this point top soil has been laid but nothing else has been accomplished. My issue is that NF has placed the blame on ***** ***** which is not the case. A hold was placed on my yard yet NF is unaware of how it happened. National Fuel placed the hold but was unaware of the hold. I am making this claim on behalf of myself and my neighbors that have also had the same issues. Also, after speaking with quality assurance I was not given any contact number. This is the most important part of my response. A contact number should be provided but it was not.

**



Business Response:

National Fuel contacted ***** ***** who advised us the restoration job had been completed.  We put in several calls to Mr. ******** and when we spoke with him June 5th he stated he is currently satisfied with all the restoration work done and has no concerns at this time.  He expects everything to be fine.  We have again given hm our phone number if he has any concerns.

7/15/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Last month my National Fuel gas bill was 82.73, this month my bill is $118.91. The same time last year my bills were $30-40 dollars. There is no way my bills should be this high in the summer months when the heat is off! When I addressed the issue I was told that my bill had been an estimation since September of last year because the technician could not get in to read the meter. Yet, NO ONE has ever contacted me to say they couldn't get in or ever left any information. When I read my actual meter for this month to the customer service rep. she admitted that it was only $27!!! I am very upset and I do not think it is moral to charge this outrageous amount!! I do not believe that anyone has ever even tried to read the meter!

Desired Settlement: I would like to have those excess charges eliminated! I already paid the $82.73 from last month, but I refuse to be charged $118.91! I want to be refunded and my meter to be read fairly from this point on!!

Business Response:

National Fuel contacted Ms. ***** upon receipt of her complaint to the BBB.  At that time we attempted to explain why the bills were (as she told us) high and that she was not going to pay these bills.  We attempted to explain the colder than normal winter and that this is the first year she has been at the premise through a winter.  In reviewing the account, gas usage had increased but in addition the requriements (heating requirements) for this past winter were higher than they had been in many years.  We scheduled a high bill investigation and had our service person go out to the premise to assure Ms. ***** that no one else was connected to her meter and that all of her gas equipment was functioning properly.  The other issue was reading the meter.  The entrance to the units is through a common area and we contacted the building complex management  to make certain that the area was open at all time for our meter readers to access the meters.  We advised Ms. ***** that in the future we would be getting meter readings every other month as scheduled and that she should watch her bills to make certain actual readings are taken.  She was given a contact name at National Fuel if she has any futher questions or issues.  At this time, Ms ***** is satisfied.

6/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I scheduled a service with National Fuel. The worker called me to say he was at my house. I had to come across town and arrived at my house within 15 minutes. When I arrived, the worker left. I immediately called National Fuel and they could not immediately accommodate me. I asked to speak with a supervisor and they did not want to allow me to speak with a supervisor. The person told me , "well the supervisor will just tell you what I am telling you." I still left a request for a supervisor to call, which did happen later in the day. The supervisor rescheduled me, but that meant I had to leave work, again, to make it back to the house to attend the service appointment. I asked the supervisor to put a note in the request that the worker should wait for me for 20 minutes. When the worker called me, I told him I would be there and asked him about the 20 minutes; he said no...we only wait 15 minutes. I had to direct him to check the notes on my request and then he said he saw the request for 20 minutes. This is not the first time this has happened. I always have to make several attempts to accomplish any service tasks with National Fuel. It is disgusts me how poorly the customer is treated and continually inconvenienced in terms of time, effort, money and is completely disrespected.

Desired Settlement: There needs to be a mechanism for changing this practice of National Fuel's. The customer is paying for a service, but is always treated poorly. I would like to know how the customer can be assisted in these matters without having to make more than one phone call to accomplish a task in a reasonable manner. There needs to be better customer service training as well. Just because they are the only provider does not give them the right to treat customers poorly.

Business Response: We have made several attempts to contact *** ****** by phone to discuss his concerns with the scheduling of appointments with National Fuel.  We attempt to accommodate all of our customers but unfortunately cannot schedule exact times to lock and unlock services due the emergency nature of our work.  All emergency orders are responded to within the hour and certainly taken presedence to meter work.  The best we do on a call ahead is 15 minutes or we attempt to schedule morning or afternoon appointments.  We have left a call back number that *** ****** can in the future call and we will attempt to work more closely with him.  We have also made supervisory personnel in the field to be more accommodating and read the comments as should have been done.  *** ******s gas service has been discontinued and we attempted to call with an explanation and apology for the inconvenience.

5/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In the winter, our home had a gas leak at the meter, which resulted in National Fuel having to dig up a portion of our yard next to the home. They noted that they would come out once the ground had thawed and make any necessary repairs, since they had destroyed the drain tile and pipe, and moved the piping for our sump pump drainage. When they came out to repair it, we were not home. the "repair" was made, and covered up with dirt, and we were told that all was well. Then with the thawing and rain, our sump pump began to run, only now, it was constantly running, compared to previously when our sump ran very little. So, my husband dug it up to see what the issue was, and found that none of the pipes had been properly sealed, the drain pipe was grading the wrong direction (back toward the house), and there was a rubber pipe section connecting portions of the pipe. The water that was pumping out of the sump was leaking out the unsealed piping and making a puddle that then just seeped back into the ground and the sump, causing it to run. There was also a hole in the one end of the pipe that had just been covered up with dirt. When we called national fuel and asked to speak to a supervisor about their contracted work, they said they would call back. This took two days. We also asked in that call that they call back before going back to our house to do any work. When they finally called us back, they gave us a very hard time, told us that they went out and looked at it, and that it was fine. They said the hole in the pipe was not their problem, and when we asked why they went and looked at it without us there (like we had asked), they said they already went, and that was too bad (pretty much, dont know the exact wording). So, now we are left with non-working drainage that is causing our sump to work overtime, my husband has had to create a makeshift drain pipe that goes away from our home and drains onto our lawn to get the water away from the house. So, now our lawn is flooded as well. I am just very frustrated and disappointed because they did such a great job with the actual gas leak repair, but the follow up has been very very poor for such a large company that I pay every month for a service.

Desired Settlement: I just want someone to come to the house and fix the drainage for the house and the sump properly and reliably so that we can move on and have the landscaper come to fix all of the damage to our yard and garden (the landscaper national fuel hired to do this has been very nice in waiting for this issue to be resolved).

Business Response: On April 16th Mr. ******* contacted National Fuel with his dissatisfaction with the repair work completed.  On April 17th, a National Fuel Asst. General Foreman met Mr.  ******* at his residence to assess the issues.  On April 21st an NFG crew went out and fixed the issues with the sumppump and tile work.  On April 24th we contacted and spoke with Mrs. ******* ******* and both she and Mr. ******** state that they are very satisfied with the repairs NFG made concerning the pipes and drainage issue.  We advised that the order is pending for the landscaping repairs to be made.

5/7/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I sold my house and moved into my new house April 1. Around this time, I called National Fuel and requested a final bill. I asked if there was anything they needed from me, and they said no- we are sending it to your new address. I received a final bill from National Fuel that included ESTIMATED charges and prorated budget plan charges. I called to discuss this matter and they advised me that a final reading needed to take place. I explained I no longer own the house and I cannot gain access and they should have told me this when I called. I also explained that I've ALWAYS overpaid my budget plan, and that the prorated charges are way higher than they should be. The first representative was very rude her name was ****. She spoke with my wife and was equally rude. I called again, and was given a call back from a supervisor. The supervisor told me NOT TO PAY, but they put in a request to gain entry to my previous residence for a read. She said to wait for an updated bill. I received that updated bill with the EXACT SAME CHARGES. I called again, and spoke with AGAIN a rude representative that said these were the final bill charges and I am expected to pay them. I asked for a supervisor again and this time was called by another rude representative. They are saying they can't gain access and this is my problem. They refuse to adjust any charges.

Desired Settlement: The bill needs to be adjusted for my OVERPAYMENTS and also for estimated charges. There is no reason to pay a final bill based on estimates. The fact that getting a reading at this point will be pointless because someone has been living there almost a month already. Plus the entire month of march we were not living in the residence, and kept the heat extremely low to avoid wasteful utility charges. There was NO ISSUES with my electric or water, but national fuel is not being understanding or helpful. Every representative except one has told me they can't help me.

Business Response: We spoke with ****** and advised we did get a customer reading and adjusted his final billiing.  He was upset because at the time he conatced NF an unlock was already issued and he was told he did not have to do anything more on this account.  He stated when we did get the reading it was three weeks later and he had his heat turned down to 50 degrees the last month.  He felt he was paying for part of the new owners heat.   We explained the billing was adjusted to the date he wanted service discontinued and offered him a 10% reduction equal to $40.00 off the final bill.  ****** was satisfied and the issue is resolved.

3/26/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had requested the firm terminate service only to find they did not. The customer service representative I spoke with was rude and at a few points in the call raised her voice at me. This firm is irresponsible and is not transparent. I had provided all the information needed to access the areas required and I sincerely doubt they acted ethically in terminating the service. When informed of the problem I was told I would continue to receive a bill despite the fact I had requested this to be taken care of, provided the proper access information and they did not have the courtesy to contact me to let know the matter could not be resolved until billed. National Fuel simply does not its customer's interest in mind - terminating service with other utilities was far easier than with this one.

Desired Settlement: I simply would like the last bill received to be the LAST BILL I receive from National Fuel. That is all. A termination of services effective February 1st - I will gladly pay the provided estimate (although higher than it should be) to cease doing business with this firm.

Business Response: Mr. **** first contacted National Fuel on Jan. 15, 2014 to have service taken out of his name.  A lock order was scheduled for Jan. 16, 2014.  Mr. **** provided a "call ahead" number which we advised our serviceperson would call 15 minutes before going to complete the order.  On Jan. 16th at 9:59 am our serviceperson reported no access to inside apartment door.  On Feb. 14 Mr. **** contacted our office after receiving a monthly billing.  We advised that we were not able to gain access and the gas was still on.  We rescheduled the lock, Mr. **** provided an access code and verified the contact number and the order was issued for Feb. 17, 2014.  Again, our service person was there at 4:39 pm and reported no access.  Mr. **** called that evening and we assured him we attempted the telephone call prior to going, and rescheduled the order for Feb. 18th.  On Feb 18th at 11:40 am we attempted to gain admittance to shut off and lock the meter and reported the access # was not working for the basement.    On March 10th after receiving this complaint, we called Mr. **** and left a message for him to contact our office.  We also called the management office for the apartment building, no answer but left a message that we would be out to lock the meter on March 12 in the morning.  If there is a problem that we will not be able to gain admittance a number was left for them to contact National Fuel.  On March 12, our serviceman was able to gain access to the premise and locked the meter.  We have adjusted the billing back to the original request date of 1/16/14 which resulted in a credit balance of $6.47.  We have attempted to contact Mr. **** on two occasions and left a message for him to contact our office.  We have not heard from him as yet, but a final billing showing his credit balance will be mailed today and we have requested a refund check to be issued. 

3/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 3/3/14 I put in a service request for someone to come to my home to fix an on going outage issue that has & is continuing to leave me, my neighbors, & each street on both sides of my street without gas. On my 5th time calling to restore gas to my home I contacted the emergency service (###-###-####) and spoke with a women who assured me that someone would be out to my home that night. 3 & 1/2 hours later I called again because after 12a.m with 3 children in the house (one under the age of 2) we were FREEZING. I spoke with what sounded like the same woman who was rude & lacked understanding to my & my families situation. I asked her what the problem was that the gas services continued to malfunction, she didn't give a clear answer & seemed agitated with my questions & behaved as if I didn't need to know. She blocked out my remaining questions talking over me saying that "she was going to hang up!" After that the line went silent & she was unresponsive .I could not believe the treatment I was getting as a customer of many years who is in the cold & has a gas bill paid up to date! I then called back & spoke to a young man who seemed pleasant & understanding. He told me that someone would be out as soon as possible 4 HOURS LATER at 5a.m I called national fuels emergency line & spoke with the same young man who too seemed agitated at this point. I cannot even phantom how these people could act as if I & my family are not freezing while they sit in their warm office! I am very disappointed.

Desired Settlement: Because this is an ongoing issue that has still not been resolved nor explained...and I have to call national fuel EVERYDAY to come out and restore service that I am continuously being charged for, I am requesting a bill adjustment.

Business Response: We are experiencing "water in the main service" in the area of ** *****.  We have spoken to the customer and advised her that we do have several National Fuel crews working in the area to replace the main line which will alleviate the "outages" she and her neighbors are experiencing.  We also addressed her issue with the company representative on the phone who hung up on her and assured her that National Fuel does not condone this behavior from our representatives and we will certainly be in discussion with the representative.  Ms. ******** did have an opportunity to speak with a gentleman at her address from the company who assured her she was not being billed for the times of outage as gas was not flowing through her meter to register usage.  Ms. ******** was given a telephone number to call if she had any further questions and at this time she is satisfied. 

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

Additional Notes

Complaint: I moved to my apartment Sat November 2nd, but my appointment to have my gas turned on was not until Thurs the 7th, even though I called over a week in advance. I called to see if they could squeeze me in sooner since it was about 58 degrees in my apartment and I had no hot water or a working stove. They said they would try on Sunday, but no one called and no one came. I called back Monday and they told me my account showed that someone called Sunday but there was no answer. No one called, there is no record of any call on my phone. Apparently, in their alleged attempt to call on Sunday, they managed to cancel my Thursday appointment. The next available appointment was now Monday the 11th. I asked to speak to a supervisor to see if they could remedy this since it was their mistake that cost me my Thursday appointment. The person I spoke to was extremely unhelpful and would not even take responsibility for the cancellation of my appointment. She was also very rude to me and gave the impression she did not believe me that no one called me on Sunday, and that she did not care that I was stuck with no heat, hot water, or stove, and now had to wait an additional 4 days because they screwed up. I gave up calling and decided to just wait for my new Monday appointment to make sure that was not cancelled for any reason. I have never been treated so poorly by anyone in customer service before, especially considering the lack of heat and hot water when the temperature has been in the 20s and 30s at night could be considered a health hazard.

Desired Settlement: Considering I did eventually get my gas turned on, there is no point in asking for any compensation since all I ever wanted was to have the gas turned on. I merely wish to express my outrage at the way I was treated, and hope that by reporting this incident, I may help prevent a similar experience for someone else in the future.

Business Response:

In response to the BBB Complaint #*******, National Fuel would like to provide the following information.

We contacted Ms. ***** on 11/19/2013 to apologize for the length of time it took to have her service order completed.  We thanked her for her comments and advised her that we are always striving to improve our customer service.  We had already passed along Ms. *****’s concerns to the people responsible for scheduling in an effort to make more customer service appointments available.    

Ms. ***** thanked us for calling her back.

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,

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




8/29/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have recently moved into a house and called ahead of time to have my service switched from the current owner's name to my name so that the move would be a smooth transition. After calling National Fuel a week in advance they advised me that my address was not one that they had serviced. I then was advised to call NYSEG to switch over my utilities. I must not have made it clear enough to NYSEG because they failed to mention that they did supply our area. After my service was shut off on 8/7 I called NYSEG on 8/8 and they advised to contact National Fuel again. I called national fuel on the same day (8/8) and was told that i wouldn't be put on the list for friday and i would be on for first thing in the morning on saturday and someone would be at my house from 7:30am-12 noon on 8/10. I waited at my house for 4.5 hours and no one showed. I had another obligation that day and had to leave at noon. I didnt receive a phone call until 4pm on that day that something had "come up" and they were going to my house now if someone was home. I advised that the issue was resolved and asked the technician to please take a reading of the meter as the lock that was placed on the unit was taken off. The technician then came to the house at 6:30 and proceeded to take off my Gas meter and installed another lock on the pipe. I came home that night around 11:30 pm and had discovered that not only was my gas turned off again, my meter was completely off. I called National Fuel on 8/11 to explain there was a mistake and was told that no one could go to my house until monday 8/12. Monday came and gone. I received one phone call and was working at the time so i missed it. I then called back shortly after the call and was told that if i miss the call that the technician wont come to the house. so i asked that a technician be sent out to my house that night. I was met with an "I'll try". No one showed up. Finally on Tuesday, 8/13 a technician showed up at my house. He did a test on the line to see if there were any leaks. A test in fact that we took pictures of him doing as to make sure the technician wasnt going to mess with us anymore. The pictures didnt matter because after 3 minutes of being at my house he decided that we had a leak and he would have to come back after it was fixed by a Contractor or Master Plumber. I then had to call a contractor out to my house to test all of my pipes and he said they were all working fine, with no leaks. He then capped off some pipes we werent using and reinstalled some older pipes as preventative work. We called the technician who said he was working in the area and he would be near the house so he could stop by whenever we called into their dispatch. We were told we would be placed at the end of their list and no one would be here tonight. I then called their phone line and was told that someone would absolutely be at my house on 8/13 before 11pm. No one will be coming to my house tonight and this will now be a week without Hot water. I have an infant child and a pregnant wife and havent had Hot water to wash bottles with or take a shower with FOR A WEEK. Please help because National Fuel doesnt give a damn and no one else will

Business Response:

In response to the BBB Complaint #*******, National Fuel would like to provide the following information.

Mr. ******** stated that he contacted National Fuel about one week before he moved into *** Street to place an order to put gas service on in his name but was advised that we did not serve this location and was advised to call NYSEG.  As a point of information, NYSEG provides the electric service in this area and National Fuel provides the gas service in this area.  National Grid does provide electric service in close proximity to Silver Creek but not in Silver Creek.  National Fuel attempted to find the phone call placed by Mr. ******** by searching for the phone number provided by Mr. ******** to the BBB as well as a second phone number that he provided to the NY Public Service Commission regarding this matter.  We did a search back to 7/14/2013 and the first contact from either one of the phone numbers was on 8/9/2013 when Mr. ******** told us that his service had been shut-off.  We advised him that the service had been shut-off since we did not have any record of a new person applying for service at this location when the previous party moved out.  We are willing to search for a different phone number if Mr. ******** provides us with the number he originally called from to apply for service.

The phone representative did attempt to schedule an order for 8/9/2013 when Mr. ******** called that day however there was insufficient manpower available to add another order.  We scheduled an unlock order for Mr. ******** for 8/10/2013 and he is correct in stating that we did not arrive until later that afternoon.  Although we strive to meet our appointment times, gas emergencies take precedence and can adversely impact scheduled appointments.  The meter was removed on 8/10/2013 because the serviceman discovered that the meter had already been turned on by the customer prior to the serviceman’s arrival.  No one was home when he arrived so the meter was removed for safety reasons as a pressure test had not been completed prior to the gas service being restored.  On 8/11/2013 we rescheduled the order for 8/12/2013 however, as Mr. ******** stated, he was at work when we attempted the order.  We rescheduled the order for 8/13/2013 and detected a house line leak when we conducted our pressure test.  We returned on 8/14/2013 at 9:50 AM and we were able to restore his gas service as the house line leak(s) had been repaired.

8/29/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently sold my house on July 9th, 2013. Upon selling I contacted national Fuel to close down my utilities accounts *******-02 and *******-11. National Fuel stated that they needed access to the property for them to close the account. Since I was no longer the owner of the property I had no means or legal right to grant them access. I provided them with the new owners contact details. They phone me when trying to gain access to the proeprty which I no longer owned. I was advised since they couldnt gain access they would not be able to close my account and I would have to continue paying for the service. I asked them to disconnect the service as the new owner was obviously not motivated to provide access (assuming free utilities encouraged this). National Fuel stated they could not shut service off even though I was the account holder. They finally contact the new owner and gained access to the property however they still billed me for almost of month of service which the property which was not owned or occupied by myself. Their policy essentially allows people to steal utilties while enabling the process by billing a third party. If a customer asked for the service to be discontinued then they need to honor that request. I had no legal right to grant them access to the property but they still amintained they could not turn off the service I was beign charged for.

Desired Settlement: I would like my bill updated to remove the additional services charges incurred after the property was sold.

Business Response:

In response to the BBB Complaint #*******, National Fuel would like to provide the following information.

We have attempted to contact Mr. ************* by phone and left messages for him to call us back regarding his case.  Mr. ************* contacted National Fuel on 7/10/2013 (after he had sold the house) and requested us to lock both of his accounts.  The orders were scheduled for 7/16/2013 however, as Mr. ************* indicated, we were unable to gain access to the meter.  We were able to identify and contact the new owner to arrange access to the meters.  His first account was locked with an effective date of 7/16/2013 (his originally scheduled lock date) and a bill was issued on 8/15/2013 to reflect this change.

We were able to obtain a meter reading today (8/21/2013) for Mr. *************’s other account and it too will be locked with an effective date of 7/16/2013.  Mr. ************* is enrolled in the budget plan for this account so his monthly charges are for the budget plan.  His budget plan currently has a debit balance at this point in time so the budget plan balance will be included in his final bill.  A debit balance in the budget plan indicates that the customer actual billed gas charges have been more than what the customer has paid for thus far in the budget plan year.  Had the account remained active, his budget plan would balance in October.  As such, these charges are due from the customer when he receives his final bill.

8/26/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Called monday the 12th to see if i could extend my payment till Thursday the 15th. She said they could do that without service intruption, but i would have to pay $216 instead of $136. I agreed to that. I paid the $216 on thursday the 15th at 9:30 am. Now on wednesday the 21st at 7 pm we have no gas and they said there is nothing they can do with out paying another $95.

Desired Settlement: To have my gas turned back on tonight without paying the fee. I held up my end of the bargain by paying on thursday. They should have held up their end.

Business Response:

In response to the BBB Complaint #*******, National Fuel would like to provide the following information.

We spoke to Ms. ******* around 7:05 AM on 8/22/2013 regarding her case and advised her that we would review the earlier phone calls and get back to her with our findings.  We called Ms. ******* back around 8:25 AM and advised her that her service had been shut-off in error.  We immediately placed an order to have her service restored (at no charge) and the order was completed around 1:30 PM on 8/22/2013.  She did not need to pay the additional $95 to have the service restored as she had been advised previously and we have returned her payment agreement to active status.

8/2/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Three or four weeks ago our yard was torn up so that National Fuel could "provide necessary updates to out system". It turns out the updates only involved moving my meter outside, but in the mean time, our yard was torn to shreds, leaving several huge holes. We were called by a contractor, not National Fuel themselves, and he promised that a "landscaper" would need to be sent to handle the yard as soon as possible. It has been almost a month and we have not even been contacted. We are hosting a huge party in our yard in August, so we called National Fuel to discuss the matter. The customer service representative was EXTREMELY rude to us. She gave my husband an earful with statements like "there were people who got tore up last fall and you're complaining about a month? They are in line in front of you!" It is absolutely not our problem that National Fuel did not hire adequate contractors to repair the lawns that have been dug up. It is not my concern. My concern is that "immediately" now means "potentially more than a season away". This would never have happened in Amherst of Clarence. This is happening because my neighborhood is diverse and is just beginning to come through the economic slump it was in. This classist policy is unacceptable.

Desired Settlement: My lawn should be repaired within the next 14 days.

Business Response:

In response to the BBB Complaint #*******, National Fuel would like to provide the following information.

A restoration order was entered into our system on 5/24/13 to reseed the *********** lawn and replace the sidewalk where National Fuel had done work to move the meter outside.  We spoke to Ms. ********* on 6/24/13 and she advised us that the restoration contractor had been out on 6/22/13 to mark out the area for the concrete work and landscaping.  Ms. ********* was satisfied with the progress and was provided with a contact number for National Fuel if she needed additional assistance.

Our contractors attempt to complete restoration work as soon as possible however the work is weather dependent.  The Buffalo National Weather Service Office reported 1.95” of rain between 5/25/13 and 5/31/13 along with over 3.6” of additional rain by 6/6/13.  As stated above, our contractor has started the *********** restoration work and it should be completed in the very near future.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have expressed several times, to several different members of the National Fuel staff, that the concrete does not need to be restored and that I have already planted in this area. Furthermore, the areas marked out for construction include the two large holes created by the digging, but not the other dips and divots created by the activity on my lawn. No mention has been made of what is to be done with the extra dirt, sitting where there was once holes in a small hill. While I acknowledge that the weather has been rainy and I understand this activity  is dependent on good weather, it is now two weeks after my contact with NF and, other than two X's in spray paint over holes in my yard, I have very little evidence to convince me of their intention to make good. It seems like they are attempting to do the bare minimum. Again, I assert that this customer service, or lack there of, would never be accepted in a well-to-do neighborhood. 

Regards,

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

 

 

Business Response:

We were notified by the Better Business Bureau on 7/15/13 that Ms. ********* was not satisfied with the restoration work that had been completed.  We left messages for Ms. ********* to contact us on 7/16/13 and 7/18/13 regarding her restoration work.  We spoke to Ms. ********* on 7/18/13 and forwarded her concerns to our construction department.  They reviewed the restoration work that had been previously completed and they agreed that it was not properly completed.  We advised Ms. ********* on 7/24/13 that a crew was scheduled for that day to re-do the lawn restoration.  Ms. ********* was also advised to contact us directly if she had any additional issues regarding the restoration work.

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

Additional Notes

Complaint: We had a shut off of our gas service due to this company never sending a disconnect notice or a phone call which they claim both were done. we have never missed any other correspondence from this company before or a phone call so why now. we would have made arraingements to fix any past due monies owed. After we fixed the issue of a past due balance they stated it would be within a 24 hour time frame before they can get someone to turn us back on. We informed them we have a young child who was ill at the time and we could not bathe her or we could not heat any meals due to we have gas appliances. they would not make any acceptions to their policies or have anyone come out earlier even though we had ammended the billing problem which was their fault to begin with. this company does not care about the consumers or their issues and sometimes good people just make mistakes however since they monopolize the industry here we are at their mercy and thsi is wrong.

Desired Settlement: I would like for this company to actually show a little compassion and make exeptions for people who need it. I would also love to see another gas service provider allowed in the area to possibly have a little competition and lower rates this company is taking advantage of hard working families trying to make it in a tough economy. We would also like a apology and possible credit to our account. The most important is for them to change the heartless way they do things so no other children should have to suffer the way ours did for two days there should be laws in place against practices of this nature for big business.

Business Response:

In response to the BBB Complaint #*******, National Fuel would like to provide the following information.

National Fuel mailed a bill to Ms. ***** on 5/7/2013.  There was a line item on the front of the bill stating “Amount to Bring Agreement Current* xxx.xx*” along with a note stating, “*Immediate payment of this amount is necessary to prevent disconnection.  Please see message on the back of the stub.”   (The actual dollar amounts have been redacted.)

The message on the back of the stub, in bold font, stated,

REMINDER NOTICE: IMMEDIATE PAYMENT OF $xxx.xx MUST BE RECEIVED AT OUR OFFICE IN ORDER TO RENEW YOUR PAYMENT AGREEMENT OR A FINAL DISCONNECTION NOTICE WILL BE ISSUED AND MAY RESULT IN YOUR GAS BEING SHUT OFF. OTHERWISE YOU WILL BE REQUIRED TO PAY THE ENTIRE AMOUNT DUE TO AVOID DISCONNECTION CONTAINED ON YOUR FINAL NOTICE OF DISCONNECTION (SHUT OFF). AN ADDITIONAL $xxx.xx MUST BE PAID BY May 31, 2013 TO MEET THE TERMS UNDER YOUR RENEWED AGREEMENT. IF YOU ARE NOT ABLE TO PAY DUE TO A SIGNIFICANT CHANGE IN FINANCIAL CIRCUMSTANCES BEYOND YOUR CONTROL, PLEASE CALL US IMMEDIATELY AT ###-###-#### BECAUSE A NEW PAYMENT AGREEMENT MAY BE AVAILABLE.”  (The actual dollar amounts have been redacted.)

There were no customer initiated contacts from the date that this bill was issued until after their service was disconnected on 6/6/13.    In addition, a final disconnect (shut-off) notice was mailed on 6/15/2013.  The notice included the following text, ”Your gas service may be shut off on or after June 3, 2013 because as of May 15, 2013 we have not received payment for the overdue amount of $xxx.xx.”  (The actual dollar amounts have been redacted.)  There is a message on the front of the shut-off notice, in bold font, that stated,

If you are not able to keep your agreement due to a significant change in financial circumstances beyond your control, please contact us immediately at ###-###-#### because a new agreement may be available. If it is determined you are not eligible for a new repayment agreement with National Fuel, assistance may be available through Social Services. You may be required to provide proof of income and expenses to National Fuel before Social Services will provide assistance. You may contact Social Services by calling ###-###-####.

None of the bill statements or shut-off notices have been returned by the Post Office as undeliverable.  A courtesy call was made on 5/29/13 to the same number that the Ms. ***** provided to the BBB and a message was left as no one answered the phone.  Had Ms. ***** contacted National Fuel prior to her service being shut-off, we could have reviewed her account with her to see what options were available to help maintain her service.  The service was shut-off for non-payment on 6/6/13 at approximately 1:00 PM. 

We have no record of Ms. ***** contacting our call center on 6/6/13 during business hours.  Our records indicate that Ms. ***** first contacted National Fuel’s call center on 6/7/13 at approximately 8:00 AM.  She was advised of the available options to have her service restored.  She was also advised that we have up to 24 hours to restore service once she has made the necessary payment or entered into a payment agreement in compliance with the regulations contained within the New York State Home Energy Fair Practices Act (HEFPA).  Ms. *****’s called again at approximately 11:00 AM to notify us that her payment had been made.  An order to restore her service was created at 11:06 AM and her service was restored at 1:38 PM (2 ½ hours later).

Ms. ***** is enrolled in National Fuel’s Online Service so she does have the ability to view her account balance as well as her billing and payment history at any time.  She also receives an email message when her billing statement is issued.

National Fuel has complied with the regulations contained in the New York State Home Energy Fair Practices Act (HEFPA) including those related to shut-off procedures.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint. 

7/2/2013 Billing/Collection Issues
4/25/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Last month received a call from Diversified adjustment services stating they were attempting to collect a debt from national Fuel from over 8 years ago, I asked them to verify the debt, they stated they did not nee to. They have since placed this illegal collection on my credit reports utilizing an illegal re aging of the debt process, They still have chosen to not verify this debt, which is obviously fraudulent, I also contacted National fuel and was told to contact collection agency.... National fuel needs to take responsibility for the collection agency who they so chose to do business with. I have launched all the necessary complaints with BBB, attorney general and will continue to do so until this is handled in a professional manner.

Desired Settlement: I want national fuel to contact Diversified Adjustment services (there business partner) and resolve this issue, Have this removed from my credit reports asap.

Business Response:

In response to the BBB Complaint # *******, National Fuel would like to provide the following information.

National Fuel reviewed * case and contacted Diversified Adjustment Services (Diversified) to remove their credit line from * credit report.  Diversified initiated the process with the credit bureaus to remove the credit line on 4/16/2013.

National Fuel has a judgment against * that was filed on 8/23/2002 in Docket #*.  This judgment has not been satisfied and will remain on * credit report.

3/30/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We are trying to pay our gas bill. I went to their website on Wednesday, March 13 2013, to make a payment of $234.99. It told me that the process was not authorized. I tried it again, because I thought I made a mistake with the account number. It gave me the same message. So I called them and they transferred me to their "payment center". Well, the lady I spoke to tried it and said that their systems were down and they would call me back when they were working again. They never called back. My room mate checked her bank statement the next day (since they payment is coming from her account) and there were TWO CHARGES made! She called the bank and had one of them returned to her. They have STILL YET to process the other AUTHORIZED payment. We made this payment to prevent a DISCONNECTION! We went back and forth with phone calls. National Fuel even wanted to do a conference call with my room mate's BANK. Thankfully, the bank refused to participate and to protect my room mate. As of 6:46 pm om 3/15/2013, we are STILL WAITING for National Fuel to take the payment. I have health issues and we NEED the heat on...and no, we DON'T qualify for HEAP!

Desired Settlement: We want the payment taken IMMEDIATELY!! If they can not do that, then they should give us an EXTENSION/REMOVE the disconnect notice from my account. This lack of them taking the payment and trying to charge for TWO payments, is THEIR fault and we should not be punished and lose our gas because of THEIR screwup!!!!

Business Response:

In response to the BBB Complaint # *******, National Fuel would like to provide the following information. 

National Fuel reviewed Ms. ***’s payment transactions with our payment processor and none of the three transactions entered by Ms. *** on 3/13/2013 were approved for processing.  As such, National Fuel did not have any approved online payments to post to Ms. ***’s account.  We do not have access to a customer’s bank account so we do not know what activity was recorded to her bank account by her bank.  We can investigate this matter further should Ms. *** provide us with a copy of her bank statement showing the debit transaction to National Fuel dated 3/13/2013. 

 

A payment made at Tops did post to Ms. ***’s account on 3/18/2013 and the account no longer has an active disconnect notice.

3/11/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have tried to work with this company because my husband was under-employed and this company refuses to provide any reasonable assistance. They will not work with us on a collection matter and are shutting off our heat in the middle of winter in ******* NY even though I have explained to them that I have 4 small children. They will not make a payment agreement or take a partial payment without someone going DURING WORK HOURS to their office which is impossible because my husband is working and I am at home with my children.

Desired Settlement: This should not be allowed because it can cause a danger to small children!

Business Response:

In response to the BBB Complaint #*******, National Fuel would like to provide the following information.

National Fuel reviewed Ms. *********’s account regarding the need to go into a National Fuel office in order to enter into a payment agreement.  Ms. *********’s was mailed a Standard Payment Agreement offer in January 2012. The Standard Agreement does not require a signature and Ms. ********* accepted the agreement by paying the down payment amount listed on the Standard Agreement.  She failed to keep the terms of the agreement so it was subsequently cancelled.  As such, Ms. ********* is not eligible at this time for a new (unsigned) Standard Payment Agreement and she needs to come into one of our offices if she wants to enter into a negotiated agreement since we require a signature on the negotiated agreement.

 

Most recently, Ms. ********* was sent a shut-off notice in early February 2012 with a shut-off date of 2/20/2013.  Ms. ********* contacted National Fuel three times on 2/28/2013 regarding her pending shut-off.  Ms. ********* first call indicated that she would be paying the shut-off notice amount before 4 PM on the 28th.  Ms. ********* called back a few minutes later and was offered the options of applying for HEAP (Home Energy Assistance Program) or coming into one of our offices to negotiate a new payment agreement if she could not pay the shut-off notice amount.  Ms. ********* indicated that they were not eligible for HEAP and that she could not come into our office or go downtown.  She called back a short time later and she was provided with information regarding an emergency medical certificate.

 

National Fuel has complied with the regulations contained in the New York State Home Energy Fair Practices Act (HEFPA) including those related to shut-off procedures.

 

As a point of information, Ms. ********* made her required payment on 2/28/2013 at 12:43 PM so the collection process had already been stopped when National Fuel received the BBB complaint at 3:59 PM on 2/28/2013.  Ms. ********* has the option to visit a National Fuel office if she would like to enter into a negotiated payment agreement should she receive another shut-off notice in the future.

 

National Fuel filed a petition with the New York State Public Service Commission (PSC) on 1/15/2013 to allow National Fuel and our customers to enter into negotiated payment agreements using a combination of telephone and web technologies so that the customer does not have to come into a National Fuel office to physically sign the agreement.   The petition is being reviewed by the PSC and should be decided on in May 2013.  If approved, customers such as Ms. ********* will have an additional option to enter into a payment agreement going forward.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

National Fuel was contacted by me twice that particular day not 3 times, I personally had NEVER stated that I could make the payment that they were asking for. I also never entered into an sort of original agreement with them, that is why I was so upset about not having a reasonable option except to pay them what they wanted. They are the only has provider in the area which is beyond unfair to gas customers that there is no other option in our area. While they may have "complied" with the federal guidelines they did so by offering what is legally required but near impossible for its customers, such as myself to have access to. Telling its customers that their only option is to be avalible during normal work hours is unacceptable. So a patron is required to leave their job and only source of income to sign paperwork. If my financial situation is in trouble how is leaving a job beneficial!

1/16/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Refused to accept payment for the season as they have over the past years.

Desired Settlement: Accept cash payment for utility co service

Business Response:

In response to the BBB Complaint #*******, National Fuel would like to provide the following history.

National Fuel does allow customers to prepay their accounts if they choose to do so.  In this particular case, Mr. ****** wanted to make the $1,000 pre-payment in coin.  Since National Fuel does not have the equipment to verify that amount of change, the manager suggested that Mr. ****** go to his bank to convert his coins into paper currency.  We do not know if some or all of the change was rolled however we did tell him that we would accept up to $100 in change.  Mr. ****** left without making any payment.

 

In addition to paying in person, Mr. ****** may also make a payment through National Fuel’s website at http://www.nationalfuelgas.com/ and selecting the “Make a Payment” option.  A full list of payment options are then provided including the option to pay from a checking or savings account through our website.

11/20/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I rented an apartment with my one year old son and the gas company refuses to assist me getting heat. I maded 2 different appointments to be connected both times the rep is gone when i get there. I can not wait at the house all day because i work but it does not take more than 20 minutes for me to get home from work. They refuse to give me 5 extra minutes to get home and my son has has a respiratory infection and should not be in a cold house. Every rep i spoke to basically said they dont care if i have a small child at home.

Desired Settlement: I need them to expedite an appointment and wait for me to let them in instead of leaving after 15 minutes and being unreasonable.

Business Response:

In response to the BBB Complaint #*, National Fuel would like to provide the following history.

*** ****’ order for service was released on 11/5/12 and was scheduled for 11/6/12.  A service person arrived at 2:17 PM on 11/6/12 however no one was able to provide access to the building.  On 11/7/12, National Fuel rescheduled the order for the next available date of  11/12/12 in the afternoon.  We made our first attempt at 1:22 PM and our second attempt at 5:21 PM on 11/12/12 however we were not able to gain access to our equipment.

 

*** **** requested an evening appointment.  We left messages with *** **** at 9:34 AM, and 11:34 AM on 11/14/12 that we would try again on the 14th.  Two attempts were made during the day (11:22 AM and 12:29 PM) however we were unable to gain access to our equipment.  We left a message at 2:57 PM for *** **** that we would make another attempt during the 4 PM – midnight shift.  (All three calls on the 14th went to voice mail.)  Unfortunately, the last attempt was made at 4:22 PM so *** **** was unavailable to provide us with access to our equipment.

 

*** **** contacted National Fuel to request a weekend appointment and was advised that the next available Saturday appointment was 12/1/12.  We left a message for *** **** at 2:35 PM on 11/16/12 to advise her that we would attempt to an evening appointment on 11/16/12 after 5:30 PM.  *** **** service order was completed at 7:43 PM on 11/16/12.

 

Due to the high volume of customer orders that National Fuel works every day, we are unable to provide more than a 15 minute period for customers to arrive at the service location when they are called.  Increasing the waiting period to 30 minutes could potentially reduce the number of orders worked by a service person by almost 50% since we are doubling the amount of time that we are waiting at any given location.

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,

 * * 

 

10/12/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: When I opened this business account 4 years ago I was forced to pay a $230 deposit for this company to begin service. Occasionally I will forget to pay my monthy bill, but never for a signifigant amount of money. And I always pay my balance or most of it when I realize I forgot to pay. This month I recieved a shut off notice if I did not pay a past due amount of 107.07, I owe them a total of 147.29 which I just paid in full. I don't understand why they can threaten to shut me off when they have more than I owe them in deposit. And I was told after 3 years I would get my depoist back. Now I'm told that I have to be on time with payment for 3 years to get my deposit back.

Desired Settlement: I want my deposit back since it seems to me it dose not make a difference how much I have in deposit.

Business Response:

In response to the BBB Complaint #*******, National Fuel would like to provide the following history.

National Fuel’s authorization to require a security deposit is provided for in our NY Tariff as approved by the NY Public Service Commission.  Information regarding non-residential security deposits can be found starting at Leaf 19.  Mr. ********* was required to pay a security deposit when he applied for service in December 2007 based on the provisions in our Tariff.  The Tariff also requires us to refund a security deposit if the customer has paid their bills on time every month over a three year period.  Mr. ********* has paid late numerous times over the last three years so he is not eligible for a full security deposit refund at this time.  We did review the amount of security required for his account and determined that we could refund $70 of his security deposit based on his current commodity and delivery charges.  The $70 security deposit refund was posted to his account on 10/3/12 and a voice mail message was left on his answering machine informing him of the partial refund.

 

National Fuel will review the security deposit on Mr. *********’s account on an annual basis to see if he is eligible for a full security deposit refund and will refund his security deposit once he meets the criteria mentioned above.

9/25/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: National Fuel removed the gas line from my residence, as it had been unoccupied for a while. In order to turn it back on, the sent a crew, who went to the wrong address! They NEVER mentioned that they screwed up. Instead, they waited for us to figure it out. Their customer service representatives were rude, and refused to expedite my order, even though the ~2 week delay was THEIR FAULT. Also, trying to speak with a supervisor is impossible. They don't answer their phones. Awful service. Too bad they are a monopoly, and I don't have much of another choice.

Desired Settlement: Just turn on my gas line. My pregnant wife cannot take cold showers, and we are showering at friends' homes. This is absurd.

Business Response:

The previous account at 4* ***** ** was closed on 7/14/09.  The service line was subsequently cut on 8/4/11 due to inactivity.  The property owner (someone other than Mr. **********) applied to have a new service line installed on 8/23/12.  Our phone rep mistyped the street name (dropped the first letter) so there was some time lost before we issued a new service line application with the correct address was created on 8/29/12.  We apologize for the inconvience.  We have been working with the property owner to have a new line installed and have been in regular contact with the property owner regarding the status of the new service line.  On 9/6/12, we mailed and emailed the property owner the paperwork authorizing National Fuel to dig two holes on his property for the service line installation.  We have since received permission from the property owner to dig the necessary holes, have requested that all underground utilities be marked by “Dig Safely”, and the service line will be installed on 9/14/12. 

We attempted to contact Mr. ********** (the tenant) today in order to schedule an unlock order for 9/14/12 however no one answered the phone.  We will attempt to work the unlock order shortly after the service line is installed if they return our call and provide us with the necessary information (name and social security number) to create the unlock order.

8/17/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On June 29, 2012 a bill was sent to my husband stating we owe $0.00. July 19, 2012 another bill was sent stating we owe $53.68 again in my husbands name. I knew we woul have a security deposit owed but neither bill stated that amount. We filed Chapter 7 on June 21, 2012 so I knew we would have this deposit and I am not denying that. But neither of these bills stated the amount so I was under the assumption we were still waiting. ***** in fact just sent us a deposit request this past week so knew it was coming. This past Monday my neighbor came over with a letter tat was sent from National Fuel that was in a regular standard envelope labeled OCCUPANT. This he was under the assumption was just a advertisement or something since we lived here now almost two years and our name is on record. Yet this clearly states OCCUPANT. When we opened it, it was the security deposit request but was due the previous week. I did call and was unsuccessful on the phone. I then called PSC. In the meantime while I was waiting for a call back from them, they turned us off. I called PSC again who connected me to **** in Quality Assurance. She stated how I knew about the deposit which yes I did but I did NOT receive that with any time to come up with the funds. But I was able to borrow$200 and make a arrangement for the additioanl $180 instead of the full $380 to turn back on. Now I am told even through I had not recieved this deposit in time due to their inadequate labeling (which why is my husbands name not listed when he was the person on the bills for almost two years now?) and my service was disconnected I have to pay this re-connect charge. That is not right when it was their mistake. If his name was on the envelope I no doubt would have gotten it a lot sooner. I often get occupant letters and just toss them out. I was lucky my neighbor even delivered it to us at all. Now for reconnction, they have 24 hrs. Well they called at 8:57am this morning. I immediatly returned the call at 8:58 and can show this on my caller id. I was told by the lady on the line that they will be coming out even through I did not answer. So I immediatly went outside because I have four children who were all sleeping. I have 4 dogs so if I could intercept him from knocking at the door and causing barks, I was going too. By 10am, I called again since I was told 15 min when we got that call and an hour went by. This lady this time stated, 9:08am someone was here. NOBODY was here. I was outside and my oldest was with me. They did NOT even drive by the house. I called again **** in quality assurance and she said they have another 24 hrs now to re-connect because I missed them which is a LIE. I was here and have 4 dogs who would of BARKED if I did not hear them. They were NOT here. **** stated she is oing to believe her technician over me. Why in the world would I miss the re-connect call? I NEED gas. I have no stove, no dryer, no hot water and I have kids. I did NOT miss this and more than upset that they claim I did and that I lie when I did not. I called PSC again and they said they will question this with them. This is wrong and this needs to be handled.

Desired Settlement: I WANT this re-connect charge taken off. It is not our fault they did not label the deposit bill or envelope correctly. They have our name on file now for almost two years. This is not any excuse. I can PROVE this with the requet of deposit which CLEARLY states OCCUPANT. Not any name. I can SHOW our BILLS to which clearly show my husbands name as well as not one word about a deposit. So why they labelled it occupant is beyond me and am lucky it was ever even delivered. I also want this technician that supposedly shown up and did not, spoken too. I am not a liar and he did not even so much drive pass my house. I was outside and would of seen him. It is not right these jerks can lie and get away with it. I understand they have tons of work orders they have to do in so much time or they work over but this is not no excuse to lie. I was here and outside waiting. I would like to have some type of APOLOGY also for being implied I lie because that really is what made me most upset. How could they even think I would avoid the re-connect? That is outrageous and if they check the damn call logs they can clearly see I did indeed called back at 8:58am. I would also like to see some type of credit or something due to inconviencing us also. 24 hours was by today at 1pm. Ihad to re-make drs appts and not go in to see the dentist because of these people. Now I have to wait another 24 hrs because of a technician who LIED. They should not be allowed to get away with this. If they would of done things correctly and labelled the dposit correctly and not by words of OCCUPANT, I more than likely would of received it in time and th service would never been disconnected. I have no moeny to get food out and no stove to cook. I have no hot water to shower. It is not right they can do what ever they damn well please and lie and get away with these lies. I have 4 dogs, they would of barked, NOBODY WAS HERE.

Business Response:

In response to the BBB Complaint #*******, National Fuel would like to provide the following history.

As the customer indicated, they filed for Chapter 7 Bankruptcy protection.  The Bankruptcy Code and other regulations allow utilities such as National Fuel to require the customer to pay a security deposit once they have filed for bankruptcy.  Security deposit requests are sent out in a separate mailing not included in the customer’s monthly billing statement .  National Fuel mailed out the security deposit request for $380 on 6/29/12 indicating that the payment must be made by 7/23/12.  National Fuel sent the security deposit request letter to the mailing address on file for ******* ******* which is a **.  This is the same PO Box that we mailed their 6/30/12 bill indicating a zero balance after the bankruptcy filing which ***** ******* admits receiving.  We contacted the US Postal Service (USPS) and we were advised that the customer had full access to their PO Box before and after the security deposit request letter was sent.  The security deposit request letter addressed to the PO Box was not returned as undeliverable by the USPS.  Ms. ******* is correct in stating that we did mail a security deposit request addressed to “Occupant”.  The “Occupant” letter had the same requested security deposit amount and due date as the letter sent to the PO Box.  National Fuel sends a second security deposit request to “Occupant” when the mailing address is different than the service address in the event that there is more than one party involved.  The customer’s gas service was shut-off for failure to pay the required security deposit.  National Fuel contends that we did provide the customer with adequate notification of the security deposit request.  As such, the reconnection fee will not be waived.

National Fuel did call prior to 9:00 AM on 8/2/12 in advance of arriving at the house as a customer courtesy.  The customer did not answer the call.  The serviceman proceeded to the house even though the call was not answered since this was a reconnection order to restore gas service.  Our phone records indicate that **** ******* did call our phone center at 9:03 AM on 8/2/12 stating that she missed the service man’s call.  Our serviceman did update the order at 9:08 AM once he returned to his vehicle indicating that he was unable to gain access to the house and that he left a card for the customer to contact National Fuel.  We spoke to the serviceman and he stated that he knocked on the door and no one answered.  We do not know whether or not any dogs started barking after he knocked on the door nor do we know why no one answered the door.

National Fuel did re-dispatch the reconnection order for the same day (8/2/12) and the reconnection order was completed at 3:55 PM on 8/2/12.

7/31/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: After having paid nearly half my outstanding bill ($300), which National Fuel collected between the 2nd and 11th of July 2012, without any immediate warning (no knock or phone call) turned off my gas on the 12th. Only after I called the next day and paid an additional $175, they told me they would turn my gas back on for an added reconnection fee of $75. I have to pay $550 of a $600 bill just to prevent my services from being shut off. It appears National Fuel truly does not account for customer service, given they have monopolized the system and pretty much go unchecked.

Desired Settlement: I want National Fuel to call me and refund the $75 reconnection fee. Having processed $200 less than 24 hrs and $100 a week before shutting my gas off is near criminal.

Business Response:

In response to the BBB Complaint #********, National Fuel would like to provide the following history.

Mr. ***** was mailed a “10 Day Shut-Off Notice” on 5/7/12 indicating that his service could be turned off on or after 5/24/12 if he did not pay his past due amount of $475.79.  The shut-off notice also indicated that there would be a fee of $73.92 (Plus Applicable Tax) to restore service should the service be turned off due to non-payment.  Mr. ***** received a courtesy call on 5/22/12 regarding the shut-off notice.

 Mr. ***** called our phone center on 5/25/12 requesting a payment extension so that he could come into our office to enter into a payment agreement.  He failed to visit our office.  Had Mr. ***** visited our office as he had indicated, we would have offered him a negotiated payment agreement based on his income and expenses that would have ended the shut-off process.  A shut-off reminder notice was mailed on 6/6/12 stating that he had a past due balance of $475.79 and that his service was in immediate danger of being shut-off.  Mr. ***** did not have any contacts with National Fuel from 5/26/12 until after his service was shut-off on 7/12/12.  NY regulations do not require utilities to make personal contact when shutting off a service as the customer has already been notified through other means.

A $100 payment was posted on 6/29/12 and a $200 payment was posted to Mr. *****'s account.  These payments ($300 in total) were not sufficient to stop the shut-off process as he had been notified that he had a past due balance of $475.79.  Total payments posted to his account since his 4/4/12 billing statement total $475.79 (including the $175.49 payment made after service was shut-off) so we unsure as to how Mr. ***** arrived at the $550 in payments on a $600 bill.

National Fuel called Mr. ***** on 7/18/12 at 12:14 PM and 7/19/12 at 2:30 PM.  Voicemail messages were left on both occasions for Mr. ***** to call us back.  As of 7/20/12, we have not received a return call.

National Fuel has complied with the NY regulations concerning shut-off and Mr. ***** had been properly notified of the shut-off .  National Fuel will not be refunding the reconnection fee to Mr. *****.

7/25/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This complaint involves my son. He was informed that if he paid a past due bill and extra fees for turning the gas back on, it would be turned on that day. I personally paid the bill of $302 dollars for him and faxed the receipt to the company. Once faxed, my son called National Fuel and they informed hium they do not have same day service if the bill is paid on a friday. They expect him to wait till Monday with 2 small children 5 and 4 years of age to have hot water. This is NOT acceptable business practice

Desired Settlement: Want the Gas turned back on as soon as possible

Business Response:

In response to the BBB Complaint #*******, National Fuel would like to provide the following history.

Mr. ******* was mailed a “10 Day Shut-Off Notice” on 6/16/12 indicating that his service could be turned off on or after 6/28/12 if he did not pay his past due amount.  The shut-off notice also indicated that there would be a $69 charge to restore service should the service be turned off due to non-payment.  Mr. *******’s service was subsequently shut-off on 7/2/12 at 9:43 AM due to non-payment.  Mr. ******* called National Fuel on Thursday, 7/5/12 and was advised of the payment needed to restore service.  Proof of payment was received on Friday, 7/6/12 at 10:29 AM and an order to restore service was issued at 10:37 AM.  Pennsylvania regulations require utilities to restore services shut-off for non-payment within three calendar days once the past due amount, the reconnection fee, and the security deposit (if required) have been paid.  National Fuel has very limited staffing on Saturdays and Sundays so the next available date to restore service was Monday, 7/9/12. 

Mr. *******’s service was restored on 7/9/12 at 3:09 PM which satisfied the three day requirement to restore service. 

7/19/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We moved to our current apt a week ago , there is no hot water since the apt has been vacant for a while. We made a phone-call to order new service. The customer service told us in phone that we have to present our physical ids after confirming our SSNs.So why should I waster our time on phonecalls? So we went to one the closest branch , which is 4 miles away,the we made an appointment which was 3 days laters. Then things unacceptable happened. On the appointment day, we waited for the technician at home all day long. The customer service called us on 10:30, but my wife's phone is in vibration mode so she kinda missed it. By the time we noticed it, it is around 12:00 pm, we called them back asap, the customer service just told us a missed phone call means a cancelled appointment. A whole-morning-long waiting comes for nothing but a such a ridiculous reply. That's unacceptable, so I call them again to try to get the gas for our apt today. The customer service told me she would ask them to call me again. Then I waited for another 3 hours. Nobody called back. I felt very disappointed with their low efficiency. It seems there is a lot of difficulty in trying to order new service by new tenants themselves here. It takes too long to get new service. Why does it take a technician to start it ? Cold water is just way too chilly to take a shower.

Desired Settlement: Improve your communication with customers, don't make easy things so hard, please..............

Business Response:

In response to the BBB Complaint #*******, National Fuel would like to provide the following history.

The customer contacted National Fuel via phone on the morning of Monday, 7/2/12 to have gas service started for their apartment at **.  We were unable to verify their identity with the information provided so they were required to come into a National Fuel office with proper ID.  The customer came into the office later that day and provided us with proper ID so that we could issue an unlock order.  The order was issued for Friday, 7/6/12 (three business days) and the customer was advised that we would call them 15 minutes prior to our arrival.  The customer was also advised that they must answer this call in order for us to work the order.  A reminder phone call was made on Thursday, 7/5/12 to let the customer know about their order scheduled for Friday, 7/6/12.  The serviceman called at 10:30 AM on Friday and, as the customer stated, they did not answer the phone because it was in vibrate mode.  If a customer calls back within 15 minutes of the missed call, we do attempt (in most cases) to re-work that order.  The customer contacted us at 12:25 PM (almost two hours later) and requested that we come back out at that time to work the order.  The customer was advised that we were unable to so and the appointment was rescheduled for Tuesday, 7/10/12 (two business days).

National Fuel was able to complete the unlock order on Monday, 7/9/12 at 6:45 PM and the customer now has an active gas service.

7/11/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I just moved from ** ***  to new address ***** *****. National Fuel had a meter reading to shut off services at *** ****. I was sent a letter stating that my meter has not been read for several months. I called National Fuel to report that I did not have access to the meter in the basment of the house and that they would need to contact to owner. I was then advised that my billing for the last six months had been an estimate and that my curent bill was $321.52. National Fuel had not informed me prior to this that they had not been reading my meter and had made no attempt to contact me for this issue. Upon request for a monthly reading at my new address, I was informed that it would only be done every other month and that I would have to read the meter the other months. I do not work for National Fuel. I do not know how to read a meter. It is not my job.

Desired Settlement: To have a qualified National Fuel COMPANY REPRESENTATIVE read my meter at *** **** once a month to ensure proper billing.

Business Response:

In response to the BBB Complaint #  *******, National Fuel would like to provide the following history.

Mr. ************** previous residence on *** **. had a gas meter located in the basement.  National Fuel attempted to read this meter every other month however we were unable to gain access to our meter during these scheduled meter reading dates.  Mr. ************** bills had indicated that the current and previous meter readings used for billing were estimated readings.  Mr. **************  requested that his account on *** **. be locked on 6/11/12.  Our service person was unable to gain access to the meter on 6/11/12 so the order was rescheduled for 6/12/12.  The landlord provided us with access to the meter on 6/12/12 and Mr. **************  previous estimated bills were adjusted to reflect the actual meter reading obtained on 6/12/12.  Had the actual meter reading been lower than what we had estimated, Mr. ************  would have received a credit adjustment.

Mr. ************** new residence on **** **. has an outside gas meter that National Fuel currently reads during the “odd” months.  Bills issued during “odd” months will be based on a company reading.  National Fuel will use an estimated meter reading based on weather conditions (temperature) experienced during the billing period for the “even” months in which we do not read Mr. ************** meter.  National Fuel offers customers the option to read their own meters in the months that National Fuel is not scheduled to read the meter however customers are not required to utilize this option. 

National Fuel will continue to read the meter on Jane St. every other month as it has done in the past.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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

 

6/21/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Have not used national fuels services since October 2011and they keeping sending us bills for owing over 508.00. Have talked to them several times. we even paid the balance we owed of 77.81. they even sent us a letter dated march 13, 2012 stating there was an issue that they needed to change the meter and test it for accuracy. on April 14,2012 a gentleman showed up at my house verified that our furnace is not working and that i converted my heat source over to all electric base board heat. have heard nothing since just a bill with a due date of may 5,2012 with an amount due of 508.58 and then received another bill with a due date of June 8,2012 for 485.34. so upon receiving that last bill i contacted them immediately at ###-###-#### and was told there is nothing they can do for me at that time .

Desired Settlement: Zero balance owed

Business Response:

In response to the BBB Complaint # *******, National Fuel would like to provide the following history.

Mr. ******* most recent contact with National Fuel was on 6/4/12 regarding metered gas usage for his home.  Mr. ***** was advised that we would research his issue and call him back.  Based on the information supplied by Mr. ***** and verification that they no longer had gas appliances, an adjustment was made to his account.  We attempted to call Mr. ***** at his “***” number on 6/5/12 and there was no answer or answering machine.  Upon receipt of the BBB complaint, we contacted Mr. ***** on the number he had provided to the BBB.  We informed him of the bill credit that would be applied to his account as well as the outstanding balance.  A new bill statement was sent to Mr. ***** reflecting these changes.

Mr. ***** was satisfied with the outcome.

6/2/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: NationalFuel dug up my lawn last years,nothing was done to repair the lawn to the original condition until last April ,nothing geek the lawn is in unacceptable condition and needs to be resodded .H e company that hey contracted with did such a poor job I cannot and will not allow. The to repair.wHorrible job.I have called National Fuel no fewer than 9 times and every time I was promised that someone would call me,no calls were ever made to me .Irequested on every occasion to speak to a supervisor or asked for the name of someone who could assist,every "customer service" rep would not comply.

Desired Settlement: I am going to have the work completed by a reputable landscaping company and I want assurances that I will be compensated for my outlays

Business Response: In response to the BBB Complaint # *,
National Fuel would like to provide the following history. Mr. * was not satisfied with the lawn restoration work completed by National Fuel’s contractor in April 2012.  National Fuel offered Mr. * the option to have our contractor redo the lawn restoration or to receive a cash payment for him to complete the lawn restoration work himself (or using his own contractor).  Mr. * chose to accept the buyout offer so he will be making his own arrangements to complete the lawn restoration. Mr. * was satisfied with the outcome and he will receive his check  within the next week.

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,

* *

 

3/12/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: An error was made and a check was written to National Fuel for my automobile payment. I called the customer service line for National Fuel and talked to one of their representatives, before the check had been recieved or processed. I asked her what my options were to fix the situation. She told me that i could let the check clear and have National Fuel refund my money in around 30 business days or i could put a stop payment on the check. I asked her what were the consequences of the stop payment. She told me that there would be a 2 or 3 dollar fee for National Fuel to process the check and that was it. I decided that it was a better option to put the stop payment on the check and take the two or three dollar fee than wait over a month for my money to be refunded as long as the twoor three dollar fee was the only consequence. She noted my account that i had called and talked with her and the bank and there would be no other consequences for the stop payment. I finished my call with her and immediately called the bank to place the stop payment on the check. After that was done, i then wrote a new check for the exact amount of the bill to national fuel. When i recieved my next bill, there was a fifteen dollar charge on it in addition to a letter stating that is my bank failed to honor a check and if it happened, my account would be placed on a cash only basis. So, i called the customer service again. I was told that my bank had charged them a fifteen dollar fee and they were simply passing that fee along to me. I asked why they even tried to cash my check when it obviously showed there was a note that i had called to get the issue resolved and there would be a stop payment placed on the check. I then asked why there was a note on my account stating that i would be placed on a cash only basis if this happened again. She explained her policy and said that the note could not be removed and that my only option was to pay the extra fee and live with the note. I told her by credit union did not charge any fee and that there should be no reason to charge me the 15 dollar fee or put the note on my account since i called and informed them of the stop payment and asked them to tell me what would happen. When she could not help me, i asked to speak to her manager. After being placed on hold, she told me she whould have to have him call me back. When the manager, ***, called me back, he told me that National Fuel would not just charge someone to charge them that my bank must have charged them the fifteen dollars and that is why i was being charged. I told him that i had talked to the credit union did not charge them the fifteen dollars because i had talked to them and they said there would be no charges. He said that is the only way i would be charged and the only way to remove the note from my account was to get a letter from my back on bank letterhead explaining what happened and then he would remove the note. I talked to my credit union and they investigated the incident back to my original call to them on the day before i cancelled the payment. They had no record of the charge and said that i should not be charged the 15 dollars. I asked them if they could send a letter to National Fuel explaining what happened and include that they also did not charge National Fuel a fifteen dollar charge. They put the letter together and emailed it to me and faxed it to National Fuel. I tried to contact *** again and he was out of the office, so he had someone else contact me from their customer service department. After speaking with her, she claimed that although their customer service representative had not given me the correct information when i asked what would happen if i placed a stop payment on the check, it was not possible to remove the note and that the charge would stand. She then said that the charge was not by my bank, but by their bank, contrary to what *** said that the only way was that my bank must have charged them. So i was basically given three different stories by three different customer service representatives. Of which, i am not sure i ever got a completely accurate story. I then asked what i should do next time i called with a billing issue because it was obvious that the customer service representatives and their managers were not able to give me the correct information and she told me that i always have the option to ask for a manager. She then said that it was my fault and i made the decision to place the stop payment on the check. When i explained that i made the decision only because their original customer service representative told me the only consequence was the 2 or 3 dollar charge from National Fuel, she told me it was my decision and even though the original customer service representative was wrong, it was still my fault. Also that *** was wrong and that the letter from my bank would not remove the note from my account. So i basically wasted two days and many phone calls to get the letter and not to mention my credit union's time for nothing according to the representative. So i was told the wrong thing by at least two of their representatives and sent on a wild goose chase.

Desired Settlement: I want National Fuel to remove the fifteen dollar charge from my account and remove the note stating that the next time the bank dishonors a check, my account will me placed on a cash only basis.

Business Response:

Mr.******* sent a payment to National Fuel in error and contacted us because he needed to stop payment on his transaction.  Mr. ******* was advised that we would likely charge him two to three dollars for the return charge.  The National Fuel phone rep had incorrectly assumed that the online payment was sent as an ACH transaction rather than as a physical check.  Our depository bank, not the customer’s bank, charged National Fuel $** for the return check fee which we in turn passed along to Mr. *******.  National Fuel will reverse the charges as a customer courtesy to resolve this matter since Mr. ******* had been told that the return fee would be two to three dollars.  Mr. ******* was sent a resolution letter on 3/1/12 to this effect.

Should Mr. ******* have one returned check within the next twelve months, we will treat it as though it is the first returned check and he will still be able to make payments  by check.  Mr. ******* can contact National Fuel should the system code his account as no-check.

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,

 

 

 

 

3/1/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: hi my names **** i moved into *** in august 2011my gas was turned on a couple weeks later but wasnt they said it was on but they dug up the yard for a gas leak or somthen and turned off my gas at meter so for a week i told them i have no gas they said i did so i told my landlord that my hotwater tank was broke he sent somone out they said theres no gas i said i just called the gas they said i did have gas.so i called the emergency number and they said oh i see we shut ur gas off we dont know why we told u it was on so they sent somone out they got everything going then i think the date is right oct 5th some people move in downstairs they told the gas company that they just moved into *** *** witch is my address so the nice gas company closed my account sent me a final bill.i called them and they said sorry thought u moved,why did not u try to contact me before u closed my account they dont know i was angry so i waited till december like they said for a new account number and bill then i think 3 weeks later they called me and said we beleave that ur meter is broke and need to send somone out i said sure the guy comes out and changes my meter.everythings finaly ok i thought with this company till i get a monthly bill witch was 23 bucks im on the budget plan so i thought ok then i get another bill a week after saying that when a meter malfunctions,we must correct the billing .therefore we have adjusted your account for the months.the adjustment was figured by taking into consideration the weather experienced during this period and the gas used when the meter was operating properly.the adjustment has resulted in an increase of 173.88.it says 12/14/11 i should of paid 120.33 more than 37.99 and 11/14/11 paid 100.39 more than 35.82.i live in a small appt upstairs the weather was nice plus i worked alot those months i had the gas off if not at 65 all the time for them to assume that i woulda used that much is crazy.second as u read in my meter and address got alot of attention from august till they figured out my meter was broke they dug up under the broke meter let someone move out then me move in with broke meter then change my account with broke meter then emergency gas guy turned on my gas with this brokin meter u see now why i dont owe them nothing for what they caused.I REFUSE TO PAY THE 173.88 THEY SAY I OWE. thank you for taking your time to read this ****** *****

Desired Settlement: for them to take the 173.88 off my bill

Business Response:

In response to the BBB Complaint * *******, National Fuel would like to provide the following history.

This case involves a non-registering meter.  The Pennsylvania Public Utiltiy Commission allows utilities to have up to 30 days to respond to this type of issue.  The customer contacted National Fuel on 2/1/2012 to dispute the non-registering meter adjustment.  We have reviewed the consumption history for this account and contacted *** ***** on 2/10/2012 regarding possible options to resolve this matter.  The usage adjustment is based on historical usage at this location.  *** ***** refuses to accept National Fuel’s estimated usage adjustment so we have offered *** ***** the opportunity to have an energy audit conducted.  *** ***** has agreed to the energy audit and we are trying to set up an appointment for a mutually agreeable date.

Once the energy audit has been completed, we will be able to either verify the adjustment already posted to *** ***** account or update the adjustment to his account base on the energy audit findings.

We will provide an additional response pending the completion of the energy audit.

Let me know if you need any additional information.

 

Consumer Response:


hi my name is **** ***** my id is *******,i have a claim against national fuel.i would like to give u the latest info as u can see its hard to get them to respond.ok friday the 17th the auditor came out to my place at 1-3pm i was at work i never caqll off my sister was there.she told me he left no report or name just **** he told her that i could of died and that my furnace was not vented properly that there is carbon minoxcide in my apartment that for me to sleep with windows open and that they will shutoff my gas if my landlord does not fix the furnace so when i got home i called national fuel and asked for my report they said from who i said the auditor they said theres no auditor appointment on my file and had nothen to tell me so i called the furnace guys ******** they looked it over and found nothing wrong but since national fuel said there was a leek they called 911 they sent fire department and the a emergence national fuel guy out to my apartment they all found nothing.fire chief asked me to get that auditor on the phone so i called and got the fuels home office they said again theres no auditor on ur file and they cant contact other national fuel employees after work hours lol wow so after hours they took apart my apartment i called back monday to the gas company they said i cant read u the report because **** never did the report yet so i called tuesday still nothen so i called wensday finally i get them to read my audit witch said nothing in it about no leek or my furnace so the guy lied and was totaly unprofetional. so i am pretty mad never believe national fuel so his report i cant believe given that he does not know what he is talking about with carbon minoxcide leeks.theyre HR contacted me about that auditor because i said i wanted somthen done about the guy who falsely said i was gonna die she said there is nothen they can do and that **** must of had a reason but that reason was not in the report come on the guys a liar and they dont care.so i asked her about this mess with the adjustment of 173 added to my bill she said she knew nothing about it and that she would have some one contact me about it.and ****** from national fuel did she handles the adjustments she said she can bring down my adjustment by around 35 dollars 14% i said i dont feel i owe u guys anything i said what months is this adjustment about she said november and december just two months wow remember i paid them 26 dallars those months and they are sayin i need to pay 173 more realy i live in a small apartment when i leave i turn my gas off witch is down to 60 my furnace dont kick on at 60.so i said ill pay 100 just to end this with u guys they thought about it called me back and refused.so here we go again with this great customer care.gas is going up around me everyday this is just being greedy taking from they're customers.thank you for reading this.

Business Response:

National Fuel spoke with *** ***** on 2/29/12 at approximately 5:00 PM and the company agreed to accept *** ******* $100 payment offer on the billing adjustment.  Both parties agree that there are no unresolved issues for Complaint * *******.  National Fuel will send out a new bill statement reflecting the net adjustment.

Consumer Response:

Better Business Bureau:

Hi my name is **** ***** my id number is ******* its my claim against national fuel they called me today 2/29/2012,val from HR at national fuel and she said that they agreed to accept my hundred dollars offer and we are now ok i hope lol no she was very nice and the  HR department at national fuel is very nice and understanding and thank you bbb for working with me 

12/28/2011 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Called company to notify of leaving residence; then-roommate was staying and would be taking over bills. Was informed she (roommate who stayed) had to call to accept responsibility of service and change account into her name. She called the next day and was told if she didn't provide a meter reading, they would send someone out. Because she is a busy person, she decided it would be best for them to send someone to read the meter. I received my final bill which is an "estimated" charge. I called the company and was told that they never received a meter reading, so they estimated the bill. I explained that ex-roommate was told someone would be out to read; was told that was not the case, and she was asked to submit a reading. Regardless of who was told what, I do not believe it is fair practice to estimate charges on a previous account holder because the new account holder was confused or just failed to provide a reading. I should not be responsible for an inflated, estimated bill because of this practice. I was told that the next meter reading would adjust my final bill. To me, this means one of two things: 1) If it is high because the new account holder used more gas than "normal", I will be further charged after my "final" bill as an adjustment; 2) if it is lower than National Fuel anticipated I will be refunded "pro rata" again because they could/would not send someone to get a reading. This second case is again an unfair practice because the "pro rata" adjustment cannot be accurate. When I initially called to transfer the service, I was never informed that the new account holder would be responsible for providng a reading which could affect my bill. I was left to assume that I would receive a FINAL bill that accurately reflected the meter reading on the transfer date, and I presumed the company would send someone out. If this practice remains, National Fuel will continue to cheat consumers out of funds by estimating "final" bills.

Desired Settlement: I believe the company should publish a change in policy which makes them responsible for reading the meter at the end of service and not "estimate" someone's FINAL bill. Additionally, I believe National Fuel should refund me the full amount of the "final" bill I paid because they cannot accurately calculate the correct amount to charge me.

Business Response:


 

In response to the BBB Complaint , National Fuel would like to provide the following history.

11/28/11 *** contacts National Fuel to transfer service into another person’s name.  *** was advised that the other person must call to apply for service.  ***did not request that his account be closed or that National Fuel obtain a meter reading.

12/2/11   ***  applied for gas service at **. ***  provided with the option to call in her meter reading or to have National Fuel read the meter.  ***indicated that she will read her meter after 6 PM on 12/2/11 and call in the meter reading on Monday (12/5/11).  ***did not request National Fuel to read her meter.

12/5/11   No meter reading provided by *** so National Fuel used an estimated reading for the final bill based on historical usage for this account.  Final bill mailed to ***.

12/19/11 ***called on 12/19/11 and was advised that he did not call in a lock order so the account remained in his name until *** had applied for service in her name.  ***was also advised that his final meter reading was based on an estimate because ** did not call in the meter reading as expected.

 

*** was contacted on 12/27/11 at 3:04 PM and was offered, as a customer courtesy,  a credit of $20 to be applied to his account.  *** was still concerned that National Fuel will issue a final bill based on an estimated reading.  *** was advised that he always has the option to request a company meter reading.

 

Customer was satisfied with the $20 credit and the final bill explanation.

 

 

Consumer Response:


In reference to complaint , I accept the company's resolution.

However, I disagree with verbiage used in the response letter, and I believe there has been an attempt to distort events to favor the company. Please see my notes on the quoted letter.

"11/28/11 *** contacts National Fuel to transfer service into another person's name. *** was advised that the other person must call to apply for service. *** did not request that his account be closed or that National Fuel obtain a meter reading."
--While the first two sentences ring true, I must qualify the third with further detail: I was informed that *** needed to call to avoid any gap in service; this is the reason I did not request the account to be closed. Regarding the meter reading at that time, it was my understanding that my responsibility ended when ***called to take over the account. Further, the representative I spoke with 12/27/11  advised me it should have been explained that I could have requested or provided a meter reading, after which National Fuel would, "as a courtesy," carry the account until *** called to accept responsibility. Clearly this would have been the best option for all.

"12/2/11 *** applied for gas service at **. ** provided with the option to call in her meter reading or to have National Fuel read the meter. ***indicated that she will read her meter after 6 PM on 12/2/11 and call in the meter reading on Monday (12/5/11). *** did not request National Fuel to read her meter."
--While I accept that this is accurate per the company recording, I still disagree with the situation: because the above option of National Fuel carrying the account was not explained to me, *** then became responsible for providing an accurate reading, which reflects on my bill whether or not she provided it at the agreed upon time. My bill was estimated high because she did not provide a reading; however, there is an inherent risk that she (not that I believe she would) could have given an inflated meter reading, which, unchecked by the company, would have benefitted her next bill, but harmed my final bill. Although I trust *** and can speak to her honesty, in the case of other customers, I do not believe it should be left to the person leaving or taking over service: the company should be responsible to read the meter.

"12/19/11 ***called on 12/19/11 and was advised that he did not call in a loc order so the account remained in his name until *** had applied for service in her name. ***was also advised that his final meter reading was based on an estimate because *** did not call in the meter reading as expected."
--Why, during this called, was I again not informed that I could have provided or requested a reading, after which National Fuel would have carried the service for a set number of days? Why did it take a BBB complaint for this to be shared with me?

--If I spoke to a representative named ***, why is *** responding with details on the complaint? How accurate can a third-person response be?

If my response makes it back to National Fuel, please know that I am grateful and do accept the $20.00 credit, as well as the explanation of events given to me by ***. However, my fear is that no policy will change. I beg the company to use this as a training exercise to ensure that all representatives offer the option that was not explained to me until I was forced to complain to the BBB. Also, please institute a policy of company readings at account closure to protect the customer leaving, the customer accepting service, and the company from potential issues such as this, or worse, legal action by disgruntled parties.