BBB Accredited Business since

National Fuel Gas Company

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Phone: (800) 365-3234 Fax: (716) 857-7856 View Additional Phone Numbers 6363 Main St, Williamsville, NY 14221 http://www.nationalfuelgas.com


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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.

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Reason for Rating

BBB rating is based on 13 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 45 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

45 complaints closed with BBB in last 3 years | 16 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 21
Delivery Issues 1
Guarantee/Warranty Issues 0
Problems with Product/Service 22
Total Closed Complaints 45

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

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 Rd
    PO 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

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

6/23/2016 Problems with Product/Service
5/23/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When I wanted to get an energy efficient water heater I was told I could get a $350 rebate if I bought a high efficient tankless water heater which I did. After months of paperwork e-mails, phone calls . Inspector came to my house and I was told twice I would get this rebate. As of today 5/11/16 still no rebate money !? I had this water heater installed in February !

Desired Settlement: Please help me as repeated calls have given me no results.

Business Response:

National Fuel researched Mr. ******'s complaint and he is correct in stating that his rebate had not been sent.  We spoke to the vendor handling the Conservation Incentive Program (CIP) rebates for National Fuel and we worked with them to re-process his rebate application.  An Energy Services representative from National Fuel left a message with Mr. ****** on Thursday, May 19, 2016 to inform him that his rebate had been approved and that the rebate check would be mailed out within 1-2 weeks.  We also provided a call-back number if he had any additional questions. We apologize for the delay in processing Mr. ******'s rebate check.  Our vendor changed their procedures within the past few months and we having been working with them to resolve issues such as this.  Mr. ****** can contact National Fuel directly if he does not receive his rebate check by June 4, 2016. 

4/26/2016 Problems with Product/Service
4/9/2016 Problems with Product/Service
3/9/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Someone opened an account in my name I believe it was someone in my family and now I have an outstanding collection of 987 please help me get this off I never even had my own house

Desired Settlement: Please have it removed from my credit report it is not my account

Business Response:

Ms. ****** called NFG on 8/28/2012 stating that someone had put gas service in her name.  NFG sent Ms. ****** a theft packet and she was advised that she needed to fill it out and return it to us.  We did not receive any information back from Ms. ****** so we closed the investigation after 30 days.

A representative from NFG's Quality Assurance group spoke to Ms. ****** on 2/22/2016 in response to this BBB Complaint.  Ms. ****** stated that it was her mother who requested gas service in Ms. ******' name using her Social Security Number and name.

After speaking with our Security Department, we tried to call Ms. ****** back on 2/22/2016.  We left a message for Ms. ****** to call us back. 

We called her back on 2/23/2016 however we were unable to leave a message because her mail box was full. 

We left a message with Ms. ****** on 2/24/2016 advising her to call us back so that we could discuss her options. 

We called Ms. ****** on 2/26/2016 and left her a detailed message with her options.

Ms. ****** has the following options:

1. Have Ms. ******' mother accept responsibility for the gas account and place it in her name.  The mother will need to come into a National Fuel office with id and sign a Statement of Responsibility (SOR).  Once the SOR is signed, we can change the name on the account and have Ms. ******' credit report updated.

2. Enter into a payment agreement with the collection agency.

3. Pay the charges on the account.

4. Take her mother to Small Claims Court for the gas bills.

5. Enter into a deferred payment agreement for the amount owed if she needs to apply for a new gas account.

As of 9:00 AM on 3/1/2016, we have not received any calls from Ms. ****** to discuss her case since our original conversation with her on 2/22/2016.

1/12/2016 Problems with Product/Service
12/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: National fuel continued to bill me for an account months after i requested an end to services and after aeveral calls refused to correct the issue. They have since moved the account into collections because i wont pay for a service i no longer wanted and is now a negative report on my credit. I fully paid every bill for the duration or desired service

Desired Settlement: I would like to see all fees and charges dated after my shut off request to be removed and the collection account associated with them deleted from all credit reporting databases

Business Response: We received the complaint BBB ******** by US Mail from the BBB for Mr. ******* S. *****.    We called and spoke with Mr. ***** who is the owner of the property  The customer states he called in April 2013 to lock the service at 61 ******** Street, Buffalo New York.  We do see there is a contact on 4/3/13 from Mr. ***** regarding a collection termination notice.  Mr. ***** is the owner of the premise and the account was coded shared meter which means we cannot shut off the service unless the entire premise is vacant as his meter supplied service to the upper apartment.  There was a payment made on April 29, 2013 and there were other contacts in August 2013.  The house has been demolished.  We did offer to cancel all of the bills from May 2013 through September 2013 when the meters were finally locked.  This reduced the billing by  $107.38 which leaves a balance due of $566.96 which is the amount due after he made his last payment on April 29. 2013.  We offered to make a final bill agreement with Mr. ***** on the balance due.  We are waiting to hear back from the customer with proof of payments he states he made monthly on this account.

Consumer Response: 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. 
As stated in responce from national fuel my conversation with them in april was regarding collection to avoid shut of for none payment. This was NOT when i requested shut off. I had called to discontinue service late jan or early feb and they refused, i then stopped paying my bills. In April they called to threaten shut off if i did not pay which is what i wanted and i informed them of that again. Later that month my tenant made a partial payment which delayed the shut off even longer. The recent offer from national fuel is a step in the right direction but does not correct the problem  Regards,  ******* *****




Business Response:

We spoke to Mr. ***** on November 5, 2015 and advised him that we credited his account for the May - September 2013 charges in an effort to resolve his complaint made through the BBB.  Mr. ***** still has a balance on the account since he has made only one payment on the account.  The April 2015 payment satisfied the Standard Agreement down payment amount which was enough to stop collections on the account.   Mr. ***** was also advised that since the gas meter for this account provides service to more than one residential unit (apartment), the account must be in the name of the owner under NY's Shared Meter Law.  Mr. *****'s tenants benefited from the natural gas service and he is responsible for those bills. 

Mr. ***** was billed every month and he made no mention that he wanted to end service until 8/14/13.  National Fuel has offered Mr. ***** the option to enter into a Final Bill agreement for the remaining balance on his account at which point we would remove the record from the collection agency.  To date, Mr. ***** has not accepted our offer. 

There will be no additional bill credits applied to Mr. *****'s account as the gas was used by Mr. *****'s tentants.   Mr. ***** received a monthly bill for these charges.  Mr. ***** still has the option to enter into a Final Bill agreement with National Fuel.  He also has the option to enter into a payment agreement directly with the collection agency. 

10/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My complaint is that National Fuel has made it hard for me to get my Gas turned back on here on ******* Ave, I have to pay a big balance off first, although my Gas meter is locked and I called to cancel my account to avoid extra charges. My account charges affected my credit score, my account was sent to collections. I refused to pay every month, it is too high. My Gasline bas been broken for more than a year since June 2014..My Bills kept coming anyways, after my Gas Meter was supposed to be Shut off, completely to avoid a fire hazard. Make National Fuel fix my Gasline, I live in a freezing cold house, I developed Neuropathy, Nerve Pain, over the exposure to freezing cold winter air. I almost needed medical attention to ease my pains in my hand and feet. My Gas Bills were only $100-$200 every month on a Budget Plan. Two months after a zero balance in July 2014, National Fuel sent me a Bill for over $3,618Inform me about how to fight those bad high charges My name is ***** *****, a senior living in a house without heat, no electrical heater will work to heat up a 6 bedroom single family house, I need new wiring, ask to avoid outtages. ******** I want my Gasline fixed immediately, my Gas Meter unlocked and a normal Bill of zero balance from National Fuel Gas Company in Williansville, NY, near Buffalo, NY********My account # is 7127364 06 their Gas Emergency # is 1-800-444-3130Their Billing # is 716-686-6123,,,or 7-1-1 (TTY) Customers Help me improve my credit score, I demand that National Fuel refund to me any money sent to them from Collections. I NEED HELP from any Energy Assistance Program or Social Services, I am living like a Homeless person, every winter , My Water Heater is broke for more than 10 years, it is hard for me to bathe or wash my clothes. Thanks ***** ********************************

Desired Settlement: Ask National Fuel to adjust my Bill, don't charge me for meter reading after my Gas Meter was locked in the first week of June 2015. Remove the $3,611 $3,618 or more charges, find out the updated charges and contact Diversified Adjustment, Collection to end the charges there, 1-800-279-3733 Payments service. Repair my credit score statement. Get my refund of the money sent to Collections. I need an immediate Gasline repair, I suspect someone nearby cut my Gasline and broke it .

Business Response:

We called and spoke to the customer.  Initially the customer told us her neighbor came in and cut her water line and that she has been living in the home with kerosene heaters.  Gas service has been off since June 2014.  The customer did say there is water in the basement ( per Receipt of advice from company) but currently it is just damp.  Advised we would send someone out to investigate. The service tech found a water main break in the basement on Friday, October 2, 2015 with  running water.  He also found the cusomter NOT to be in good mental health.  We were not able to look at or fix the houseline leak at this time (although we wil return to fix once the water break is fixed and there is no water in basement).    It was also determined that the hot water tank needs to be replaced. We have referred the customer through our special assistance group to Erie County Adult Protection Services for assistance based on the information provedied that our serviceperson found her NOT to be in good mental health.   They should be contacting her. 

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. This is my further complaint... Today, on 10/05/15 around 3 Pm... a Representative from Social Services, Department of Adult Protective Services came over to meet me and view my living arrangement. I spoke intelligently to a young lady, named ****** ********** about my past health problems and that I am not on medication and in good state of mind. My basement has running water, yes, from a pipe near the wash Basin, the leaking water is in one pool on the floor, not any deep water, at all My Kerosene Heaters are my only source of heat, 3 of them, the oil is a big expense for me.. It is cheaper to heat for $100 or $200 a month, that was my estimated Budget plan ladt year, before my Gas shut off, due to a leak, from a cut or broken Gas line. Why should I pay over $3,618 for Gas after 3 months without Gas, back after June 2014. MY BILL WAS USUALLY $100/mo. ****** contacted someone to help me get estimates and quotes, I accepted to do that, as long as I won't be overcharged. I really want free help from National Fuel Gas Co. , instead to do minkr repair, before the plumbing part gets done. I need extra money tonpay a plumber out of my own pocket. I might cancel getting an estimate, after ****** offered me a list of ways to get housing help and a clean uncluttered Seniors Apartment in a better neighborhood. National Fuel I believe overcharged me, I want Social Service to pay my Bill for me to help me avoid health problems, from cold air exposure, after or before my Gas line is fixed. I was given a list of Emergency resources, like City Mission and Haven House, Salvation Army, Cornerstone Manor and Belmont Shelter. I am not mentally ill, I just need Home repairs and my Gas Bill balance adjusted. My house is cluttered, unbelievably and I need to move to get out of a mess.. My basement is clean and has no clutter. I have Water Main and Sewerline protection Warranty. so I believed, the Water Resource Co is giving me problems about full coverage for inside.... repairs. Ask National Fuel to explain why I have to pay so much to restore my servicrs back on, somewhere other than here,at 87, somewhere in an apartment, while paying rent. I need to board my house up and move out to rent a house or an apartment in my own name. and not live in a Rooming House. I will have to decide what to do soon,before next month and Winter. My house needs major repairs, it is best for me to move, plumbing, roofing, Gas line repairs, and Electrical work. National Fuel has not resolves my heating problem here due to running water leaksbin my basement, that requires expensive plumbing repairs. I am happy over Social Service updates and followups. [To assist us in bringing this matter to a close, we would like to know your view on the matter. Regards, ***** *****

Consumer Response:     This is my edited outcome part of my complaint.  I want help due to my age, I am a retired person, also. I am 63 and live on a fixed income. 
     Ask National Fuel to adjust my Bill, and don't charge me for meter readings after my Gas Meter was locked in the first week of June 2014 Remove the $3,107 -$3,618 or more charges, find out the updated charges and contact Diversified Adjustment,  Collection to end the charges there, 1-800-279-3733  Payments service.  Repair my credit score statement.  Get my refund of the money sent to Collections.   I need an immediate Gasline repair, I suspect someone  nearby cut my Gasline and broke it .     I want to be placed on,  a LICAAP program for assisting the elderly with a hardship case, I am using too much Kerosene Oil. the expense is too high, I need $400 worth a month to stay warm.    
 

Business Response:

The company has attempted to help this customer by advising we would fix the houseline to restore the gas service.  In order to achieve repairs to the houseline the customer must first make the repairs to the water problems in the basement and address the electric issues.    Adult Protective Services advised NF on 10/16/2015 after making 3 visits to *****'s home - they made recommendations with the agencies that may offer help to fix the water and electrical problems in the home.  Per APS the customer advised them she is opting to move from the home. Once again the company is willing to work with ***** and offer a final bill agreement on the total balance due of $3033.00.  The customer has used the gas and must pay the amount due ( which is currently handled at a Collection Agency as gas is off and bill remained unpaid).  By setting up a final bill agreement the blance would be pulled back from the collection agency and billed monthy at $303.00 until paid in full. Once paid in full the credit bureaus will be notified of the balance pay off.  The customer notes she wants to be on our LICAAP program.  At this time the customers income is over the guidelines for HEAP assistance and for our LICAAP program.  Her account must be active and she must meet the low income guidelines.  At the present time she does not.

 

 

 

10/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: National Fuel unexpectedly shut off my fuel on 9/28/15. I had a disconnect notice for 8/24/15. I went to heap and there was a 30 day hold placed on my account. When I went to give my girls a bath for school....my water was pretty much cold. I went to turn on the stove and there was nothing. I go out to the meter and the gold lock is there. I called National Fuel the next morning. And they said they sent a notice on 9/28.....the same day it was shut off. How was I supposed to make any arrangements if I had no idea what was coming? National Fuel is notorious for doing this and need to be stopped!!!! Every year I hear of horror stories of this happening to families. Their cutting gas off before families have time to make it to heap....knowing they cannot shut off fuel during the winter months.....they exploit families in the late summer and early fall. National Fuel should NOT be able to cut off fuel.....especially with families with small children without at least giving 72 hrs notice. I have 3 children here that I cannot bathe or cook meals for. My girlfriend also has asthma. We cannot pay the $514 due until Friday 10/2. It is a shame that there are no rules to protect families from these sharks!!!!! We shouldn't have to pay as much for something that's NATURAL IN THE FIRST PLACE!!!!

Desired Settlement: I'd like them to turn my fuel back on ASAP and allow me to make an arrangement until Friday. This is what should have been done in the first place!!!!!

Business Response:

   We tried on several occasions to get in touch with ******** however he never returned our phone call.  On 10/2 the customers girlfriend *(the only person that calls on this account) called and stated she was the one who called the BBB.  We advised her to have the cusomter of record call us to discuss this account.  To date he still has not contacted our office; however it appears tat on 10/2  $514 was paid to reconnect the gas account.  * had the gas on at this address prior to ******** White and owes a past debt.  It is our belief that ******* does not live here however has the service on for *******.  The gas service was restored on Saturday 10/3/2015

10/1/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In April of 2015 when we returned the bill we included a note to disconnect service until balance was paid. It was not done. In May, we received a higher bill and included another note stating we would only pay until early April since we ordered it disconnected and would not be paying further charges until corrected. It was 300 dollars to $752 and we are not going to pay it until it is properly adjusted. The company denies that they ever received out notes and orders. They want the full amount. They say they are not responsible for what is reported at their billing address so we have to pay it. It was not shut off until June. I want them made to respect the orders they have received, their responses to me are inappropriate and not even truthful. When it is properly adjusted, we will pay the remaining balance. The service address for this is ** **** *** in ****** ** . Thank you for your kind assistance.******* and ***** *****

Desired Settlement: Billing adjustment back to April 1st balance.

Business Response:

After a review of this account we spoke to Mr. *****.  The customer stated he made a note on his April bill and mailed it to the payment PO BOX with no payment enclosed.  Upon receiving the stub portion it was returned to him for no payment enclosed on May 2, 2015.  We explained the difference in the place to send a payment and correspondence or to call our toll free number to finalize this account.  We have no record that he telephoned our office.  Mr. ***** was not happy with our response, however we did offer to take off $63.94 (May 2 - June 2 net bill $26.14,  June 2 - July 9 $27.51 (account finaled at as of July 9 and $10.29 in associated late payment charges).  Mr. ***** was not satisfied with our response, advised he will not pay and will use electric heat going forward.  The balance due on the account is $685.79.

 

Consumer Response: 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.  BBB spoke to Francis Watts today. He stated that he never received a notice back to him. He is requesting that half the bill be wiped away, as he will only pay half.




Business Response: National Fuel has backdated the adjustment - the customer has  been billed only to the final date of April  2, 2015.  At this time the total balance on the account due as of 4/2/15 is $549.47.

9/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have two complaints. The first is poor customer service due to having service activated. I had a gas leak on Saturday 8/22. The technician found a leak with a pipe connection. Instead of trying to tighten connection, I was shut off. I had all leaking connections replaced and reconnected. I called on mon 8/24 at 900am to have service turned back on. I could not get a time to be home for turn on. I was told technician works until 9pm. I called several times throughout day and could not get an ETA on arrival. I called at 730, 800, and 830. Always the same answer" technician is dispatched". at 900pm, I was told he was on an emergency call. I cannot get service active. I even told call center I have a 5 year old diabetic child that needs hot water to stay clean and prevent infection, which is very dangerous for diabetics. It's 1045 pm and I have not even received a call to say if technician is coming or not. Second complaint is I have a curb that was never replaced after repair work was done in 2014. I have not got a call back on progress of repair for that issue.

Desired Settlement: I would like a better communication of work to be done and courtesy calls of any problems that I have. I would like some kind of empathy for my situation from the company. It's very frustrating not knowing if work is to be done or not. They also did not seem to care about my medical situation for my daughter needing to have hot water to bath and making her heathy meals to eat from using the gas to heat the food.

Business Response:

Better Business Bureau

Attention:  ********, Complaint Handler

Complaint ID ********

Regarding the customer’s 1st complaint:

On August 22, 2015, the customer called our emergency phone number regarding a gas leak inside his residence.    Our service person found that there was a leak on the houseline and for safety purposes, the gas was shut off.  Our service person provided the customer a written Receipt of Advise.  The Receipt of Advise explained why the customer’s gas had to be shut off because he was unable to isolate the houseline leak(s).  The customer was advised to have the leaks repaired and once the repairs were complete to call our company and a service person would be dispatched to the customer’s residence in order to turn the gas service back on.

On August 23, 2015, the customer called our emergency phone number to state that the repairs were made to their house lines.  Our service person was dispatched to the customer’s residence on August 23, 2015.  Our service person attempted to turn the gas on, but found that the leak was not repaired.  For safety purposes we could not turn the gas on for the customer.

On August 25, 2015 at 11:06am and August 26, 2015 at 1:54pm, our service person attempted to turn the gas on but found the leak was not repaired.  For safety purposes we could not turn the gas on.  On August 25, 2015, our service person explained to the customer that there is no shut off valve to the fireplace and the houseline did not pass the pressure safety test.  Our service person provided a written  Receipt of Advise which noted these deficiencies.

On August 31, 2015, the customer contacted our company to advise the repairs were made.  Our company restored service to the customer’s residence on August 31, 2015 at 1:58pm.  Our service person confirmed that the leaks were repaired and the houseline passed the safety pressure check.

 

Regarding the customer’s second complaint:

On August 12, 2015, the customer contacted our company regarding concerns about some restoration work to the sidewalk in August, 2014.  The representative notified the service foreman to contact the customer.

On August 14, 2015, the foreman contacted the customer and left a message for the customer to call him.

The customer returned the foreman’s call.  The foreman discussed the sidewalk and explained the work required is to city property and the company will complete the restoration to the property.   The customer indicated he was satisfied with the foreman’s response.

 

 

 

 

 

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 good with attempting to restore my service. I appreciate that part very well, however, it's more likely inevitable that gps be used to better assists customers with arrival times of technicians. I was frustrated on not knowing the approx ETA. On aug 23 or aug 24, I can't recall the exact date, I scheduled an appointment at 900am and was waiting all day for arrival.  On that day, I had to switch from calling regular number to emergency number, finally at 830 pm, I was told technician was called to an emergency. I understand that aspect, but, it would have better missing a one hour time window instead of a 11 hour window. Overall, I understand codes and policies and procedures of national fuel. The main issue was the waiting and anticipation which made the situation worse. The last 2 technicians I had were very knowledgeable and polite and helpful. The final technician was extremely considerate to whole situation and I was happy that day because I was active within a few hours of calling in.

my second issue with the corner curb on my property, isn't resolved just yet, I'm waiting for a callback from the foreman
Regards,  
***** ******




9/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: National fuel shut off gas service to my residence on August 27th with no posted notice after we paid our bill and are restore fee they said they would turn back on but four days later were still waiting the service tech came out turned gas on once but then said he had an emergency and shut gas back off and left 5 hours later he comes back turns gas on and says there is a leak but can't show us were and tells us this all could be avoided if we just paid our bill I asked him how we could find the leak and he said hire somebody to find it and he does that kind of work after his shift at national fuel his name was Jeremy bad business on them iam not so sure we had a leak as we never had a problem up to this point never a smell of gas ever I feel like I was being taken advantage of but I re threaded all the pipes and redoughed them I called to have them come back out but was told they couldn't come back out to Monday but they could not give me a time which makes this difficult because we both work we just want our gas turned back on as it's been going on five days a terrible way to do business I feel this company does this because they have everybody at there mercy not only does our government take advantage no big company's shame..

Desired Settlement: Gas turned back on and employee punished for remarks....

Business Response: Better Business Bureau

Complaint ID  ********

On August 11, 2015, our company mailed a termination notice to the customer.  The termination notice provided the amount that the customer needed to pay by August 21, 2015 in order to stop the collection shut off order. 

On August 14, 2015 at 3:24pm and August 17, 2015 at 5:49pm, our company attempted to reach the customer regarding the termination notice.  A message was left on the customer’s voice mail to return our call.

On August 27, 2015 at 2:31pm, the customer’s gas was shut off for nonpayment.

On August 27, 2015 at 5:39pm, the customer contacted our office regarding the gas service being terminated.  Our representative reviewed the customer’s account and informed the customer how much they need to pay in order to have their service restored.

On August 28, 2015, the customer contacted our office to report the payment was made to have their gas service restored.  The representative confirmed that the payment was made and scheduled an order to restore the customer’s service on Saturday, August 29, 2015.

On August 29, 2015, the service person attempted to restore service, but found the houseline had a leak and the service person was unable to isolate the leak.  For safety purposes, the gas service was not turned on.  The service person left a written Receipt of Advice regarding this and explained to the customer that once the leak was repaired to contact the company to have their gas service turned back on.  The service person explained to the customer that if he was able to repair the leak today, the service person could come back tomorrow, Sunday, as he is scheduled to works weekends.

On August 31, 2015 at 8:59am, the customer called our company to state the repairs have been made.  Our representative dispatched a service order to turn on the customer’s gas service. 

On August 31, 2015 at 9:21, our service person attempted to call the residence.  The customer did not answer the phone but our service person left the customer a message to call back.  At 9:40am, the service person arrived at the residence but was unable to gain access to turn on the customer’s gas service.

On August 31, 2015 at 1:19pm the customer called the office regarding the service order to turn on the gas service.  The representative explained that the company attempted to turn the gas on in the morning.  Our representative rescheduled the turn on order for September 1, 2015.

On September 1, 2015 at 11:21am, our service person confirmed the customer’s houseline leaks were repaired and he restored the customer’s gas service.

8/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: on July 27 2015 called National Fuel to have my service transferred from *** **** **** *** ******* to **** ***** **** ************ **. On Aug 3 I had no gas at **** ***** ****. Called National Fuel 1:18 pm. asking why I had No gas, told me that no work order was issued to turn on at **** ***** **** and that she was making one now, and on monday Aug 10 someone would be out to turn gas on. I said that that was unexceptable, she said let me talk to manager and I was on hold, when she came back she said manager would review call before he went to lunch and that she would call me back, asked what time that would be, he goes to lunch at 2. Called National Fuel at 3:07 because she never called me back, she said that he just reviewed and that they issued work order to have gas turned on 8660 today. Told her that I could not be at **** ***** ****,on Monday Aug 3rd that I had to be at *** **** **** ******* between 4 and 9 pm to shut gas off, thats ok she said, then you will have to reschedule again, because order was already dispatched, asked will I get my gas on, said yes when I reschedule, In Erie between 4-9pm Monday night Aug 3, friends house waiting for call to shut gas off, got no call, went to 925 found 8-8:30 tag on door from National fuel, they were there already, never received call, did receive call saying they wanted to come to **** ***** to turn me on 4:01. Tuesday Aug. 4 8:43 Called National Fuel to reschedule to have gas turned on at **** ***** ****, talking with some gentleman, and he said that someone was already at **** ***** Mon Aug 3 to turn on, explained why I wasn't there and he asked me why I would schedule the appts. If I couldn't be at them, I explained once again, at this point I was upset, and he told me that I need to calm down, Told him that it was National Fuels fault that both were scheduled at same time due to July 27 not being a work order for a transfer, just a shut off. I asked for a transfer of service, makes no sense to shut service down at old address and not turn on at new address on July 27, gave me another appt. for service to be turned on Aug 4 Tues. Told him I would be here all day.Called National Fuel at 3:09 to see how long they work till to turn on service, and on schedule to be turned on, work till 8:00pm No one came. Aug 5th Weds. I again called National Fuel 7:40 am told order was dispatched today, I said it was suppose to be yesterday Tues. Aug 4th let me put you on hold and read the notes, got back on said they never made it to me and dispatched again tooday, asked to talk to a manager, she said that July 27 was a shut off at 925, nothing until Mon. Aug 3 for order to turn gas on, As of Weds. Aug 5 11:35 am I still do not have my gas turned on. I would not have called National Fuel July 27 2015 to have them shut down my service at 925 and not have it turned on at my new address, 8660 that makes no sense, when I did call about it not being on at new address 8660 after manager review, sent work order out to come 8660 to turn on, told them I could not be at 8660 had to be at 925 for shut off. Do they not have all this schedule information in front of them, Manager had to listen to recording of me asking for service transfer, that it was issued monday, for 8660. This is a mistake on National Fuel end from begining to end and as of Weds Aug 5 12:23 pm I still have no gas service

Desired Settlement: I would like to see that the person that did not do her job right on July 27 2015, that has caused my move to my new address, to become the nightmare that it has, without gas for hot water, to clean with, not able to shower, be given more training, corrective action, etc.

Business Response:

To:  ********* Complaint Handler

Re:  Complaint ID:  ********

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

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

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

 

On July 27, 2015, the customer contacted our office.  A review of the call finds that the customer called and stated she was changing her address and the representative asked if she was closing the account.  The customer stated yes and the representative proceeded to schedule an order to close the customer’s account.  The representative asked where the final bill should be sent and the customer provided her new address.  The representative closed the call by confirming the date the account is to be closed.  When the representative asked if there was anything else she could do, the customer did not ask to turn service on at her new address, but our company representative did not ask the customer if she wanted to have gas service turned on at the new address. 

 

On August 3, 2015 at 1:21pm, the customer contacted our office stating she did not have gas service at her new address and thought she contacted our office to transfer her service.  The representative reviewed the account and explained there was no pending service order to turn the gas service on in her name at her new address.  The representative proceeded to complete the application and explained to the customer that the first available date to turn on her gas service on was August 10, 2015.  The customer became upset because she thought there was already an order in our system to transfer her service from her previous address to her new home.  The representative reviewed the situation with a supervisor and advised the customer that her call from July 27, 2015 would be reviewed by a supervisor.

 

On August 3, 2015 at 3:11pm, the representative contacted the customer and explained the call was reviewed and it was unclear about the transfer of service.  The representative explained she received approval to dispatch an order to turn her service on that evening.  The customer explained she was concerned about being available at her new home because she had an order to turn service off at her old home.  Our company was unable to gain access on 8/3/15 but the customer’s service was turned on 8/5/15 at 2:36pm. 

 

On August 10, 2015, a company supervisor contacted the customer to discuss her complaint.  The supervisor apologized for the misunderstanding.  The customer appreciated the call back.

8/25/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am a senior citizen and disabled. My gas has been shut off. No phone call, no door notice, no nptification. My gas is shut off even though I paid the payment agreement. First the representative, "Sue" to be exact lies on the phone that my payment was never received, that I should fight it out with *******(Now ********) The payment was CASH at a payment location, There is no phone call of termination, no hanger on my door, the representatives sneaked into my back yard and turned me off.Their mistake. I am elderly and disabled. No new bill with a termination as I paid the amount. Next representative, "Matt" puts me on hold and never comes back. 3rd representative tells me a supervisor will call and says 235.00 is due.No, subtract the 198.00 I just paid. I do not have a new bill what happened in 5 days between Aug 6 and the 12th? This is not good service. Please put my service back on. The payment was supposed to be $40.00 a month. A supervisor was supposed to all me back. No one has called! The company needs to be aware of what is happening to consumers.Now they will not turn the gas on until I pay the entire bill, no this is why I have a payment agreement which WAS PAID!

Desired Settlement: Gas turned on and payment agreement abided by.

Business Response:

Customer Name: ***** ******
RBA: **********
 
This customer has previously contacted the PSC on 8/13 in regards to her service being terminated on 8/11. It appears the customer was given incorrect information when she previously called the office on 7/10. The representative she spoke to on that date advised her she could pay the defaulted amount on her minimum payment arrangement ($194.77) before 8/6 (termination date on shut off notice). The account was billing that same day on 7/10, so to stop collections the customer needed to pay $194.77 defaulted amount + $40.86 current amnt = $235.63. The customer made a payment of $198 that posted to the account on 7/13 but this payment did not end the collections as she was told it would.
 
I issued a reconnection order on 8/13 at 10:15am. It was initially attempted at 11:08am but was missed. The order was reissued that afternoon and was completed that day by 2:24pm. I did request for the recon fee to be waived. I tried to call the customer when the PSC case initially came in 8/13 at 9:01am but there was no answer and I left a voicemail. I just tried to reach her again this morning (8/14) and did not reach her and left another voicemail.  At this point the issue has already been resolved and the gas is back on. The minimum arrangement has been reinstated. I will continue to try to reach her to make sure her concerns have been addressed.
 

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 received another letter that I am being denied service now as of 8/13/2015. The gas has been turned on but will it be turned off again?  I have tried to return Mr. ********* call but they never answer when you call. It seems there billing department is a little off and crossing with the wrong information.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,






Business Response:

Customer name: 

RBA: **********

 

I made contact with this customer ***** ****** on 8/19 in regards to the BBB complaint that was received on 8/13.  I spoke with her and addressed her concerns regarding the collections activity on the account. I explained to her there was an error made on our part when she previously called the office on 7/10. The representative she spoke to on that date advised her she could pay the defaulted amount on her minimum payment arrangement ($194.77) before 8/6 (termination date on shut off notice). The account was billing that same day on 7/10, so to stop collections the customer needed to pay $194.77 defaulted amount + $40.86 current amnt = $235.63. The customer made a payment of $198 that posted to the account on 7/13 but this payment did not end the collections as she was told it would.

 

The gas service was restored on 8/13 at 2:24pm. I let her know that the reconnection fee will be waived and the minimum payment arrangement has been reinstated. I apologized for any confusion & inconvenience this may have caused. I advised her she can disregard any denial letters she may have received previously as the service has already been reconnected.  She indicated she did not have any additional concerns and was ok with the explanation I provided.

 

8/6/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: A Worker came on to my property. Did not show identification or anything. I asked him to hold on for a minute so I can call customer service to avoid interruption. The employee said "too bad it's turned off and to call and make payment arrangements." The shut off was for $113 and now I have to pay a 75$ turn on fee. Also there are no other natural gas companies in my area, so National Fuel knows they can muscle money out of their customers to the monopolization they had in this area. (*******, **). At the very least, I do not deserve to be charged the reconnection fee of $75 when I obviously have money problems due to a petty $113 shut off.

Desired Settlement: Billing Adjustment

Business Response:

A thorough review of Mr. ****** account showed:

7/2/2015  Termination notice issued - $113.82  proposed termination date 7/20/2015

7/16/2015 - Telephone Mr. ****** residence left message on answering maching of proposed termination

7/23/2015  Term locked meter with personal contact

Mr. ***** contacted the office and advised he made the payment to have the service restored.  He was advised at that time the service would be restored within 24 hours and he would be charged a reconnection fee.  He immediately requested to speak to a supervisor and hung up before the supervisor came to the phone.  He called back several times and was extremely vulgar to our reps and supervisors and wanted the gas on now and the fee waived.

We received the BBB complaint and our QA representative contacted Mr. *****.  He was extremely irate from the start and began yelling using vulgar language.  Mr. ***** also threated our representative and made threats referencing our company.  Mr. ***** called our rep repeatedfly leaving irate messages. Our representative referred this to our Security department.  At that time the ******* police were contacted and the police met our service tech at Mr. *****'s home **** ******* ******, *******, *** **** to restore the service on 7/24/2015.

There was no error in the termination of service for Mr. ***** and National Fuel will not waive the reconnection fee.

7/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had closed my account with National Fuel on May 26th, 2015 of which I had the remaining balance of $12.99 on the account. A payment was made and accepted by National Fuel on June 1st, 2015, which brought my total account balance to zero, along with ending my service with National Fuel. Yet National Fuel’s direct pay debited my account on June 19th, 2015 for the amount of $12.99, that I already had previously paid on June 1st, 2015. This action started a long process of return and overdraft fees from my bank because there was not enough money in the account to cover the unnecessary and unplanned debit that National Fuel had made. The same issue arose again on June 24th, 2015 and more charges were added to my bank account. I had not known about these charges until the bank had contacted me about the issue. When I contacted National Fuel they had refunded me a check for $12.99, which made no sense because there was no money owed on my account. So I contacted National Fuel and the associate instructed me to send a cover letter along with a print out of my bank statement to show the charges that National Fuels direct pay caused. In the cover letter it explained that I am seeking the money from the multiple charges from my bank that was caused by National Fuel. The fees I was seeking for reimbursement was for $74.00 that I was charged in fees for both return item fees totaling at $64.00 and the continuous overdraft charges totaling at $10.00. When I was contacted by the remittance department of National Fuel, the associate said that they owed me nothing and that terminating my service and paying my final balance was not enough to cancel National Fuel's direct pay system. This did not make sense to me because there should have never been a pay period in June because my last statement and month of service was in May. She also explained that the check I received from National Fuel is no good and that if I had cashed it, it would be charged against my account. Once again, this made no sense to me on why I would be sent a check that I would be charged for if I had cashed it. From this experience I will never be using service from them again and I believe it is evident that National Fuel does not care much about customer satisfaction.

Desired Settlement: I simply want a check that refunds me for the money that I was charged in refund and overdraft fees from my bank. National Fuels Direct pay system was the root of the problem and they should be held responsible for the charges. I have been more than cooperative with their customer service and remittance department in dealing with this issue and have gotten no where with them.

Business Response:

NFG spoke to ****** ****** on 7/13/15 regarding his issue on the automatic withdrawal of $12.99 from his checking account.   We explained to him what happened and what caused the second payment of $12.99 on his checking account.  Mr. ****** stated that he was aware that he had been making double payments on the account since 11/2014 when he first started in NFG's direct pay program.  Mr. ****** would make a payment by check and then his checking would automatically be debited for the amount indicated on the bill statement on the bill due date.  Each bill statement indicated that NFG would automatically deduct the charges from his checking account on the bill due date.   Mr. ****** did not know the final bill would still be processed by direct pay just like the other monthly bills.  The final bill did state in the upper corner "we will automatically deduct $12.99 from your checking account on June 19th, 2015".  Mr. ****** would have had to notify us before the June 19th if he did not wish for the amount to be automatically deducted from his checking account.


NFG reversed the returned check fees ($13) that we assessed on his NFG account on 6/30/15.  Mr. ****** was advised that NFG is not responsible for his bank overdraft fees.


Mr. ****** is still displeased that this happened (because of his bank fees) however he understands what caused this to happen.

5/29/2015 Billing/Collection Issues
5/21/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My gas service was shut off due to non-payment of the bill. However, I have not actually been receiving anything from the company. This means I have to pay a $69 charge to turn it back on when they shut it off with no notice whatsoever. The only explanation they will give me is "no mail has been returned" or "we tried to call you" however I have received no letters and zero messages have been left with my voicemail. This is the 2nd time this has happened with no effort to correct it. I would refuse to pay the $69 charge and switch to a different company, however they are the only one servicing the area.

Desired Settlement: I wan't the $69 credited back to my account and an apology would be nice. Not to mention make sure that their correspondence is actually being received.

Business Response:

On April 17, 2015, NFG mailed the complainant's billing statement.  The total amount of the bill was $355.83 and it was due on May 10, 2015.  This statement included charges of $148.22 for servcie from Marcdh 17, 2015 - April 14, 2015, a late payment charge of $.76 and the past due balance of $204.55.  The billing statement was sent to the premise address and the billing statement was not returned by the ** ****** *******.

On April 17, 2015 NFG also mailed a ten day termination notice to the customer.  The ten day termination notice indicated that the complainant needed to pay at least $130.25 before April 30, 2015 or call our office to see if he was eligible for a payment agreement or any special assistance programs.  The termination was mailed to the premise address and not returned by the ** ****** *******.

On April 23, 2015 at 12:27pm, NFG attempted to contact the customer by telephone regarding the past due balance, but there was no answer.

On April 24, 2015 at 7:59 pm, we again attempted to contact the customr by telephone regarding the balance; however again there was no answer.

On May 4, 2015 the service was shut off for non payment at  *** ***** **., ***, ******, **  *****.

Company records show there was no contact by customer prior to the gas being shut off to request an extension to pay or a payment agreement.

On May 4th, the customer contacted our office regarding the termination of his service.  Our representative explained that the amount that was needed to restore his service was $130.25 plust a $69. reconnection fee.  Mr. ********* contacted our office later that day to explain he made the required payment.  Once our representative confirmed that the required payment was made, a reconnection order was scheduled on May 6, 2015 to restore the gas service.

Gas service was restored on May 6, 2015.

 

 

5/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I get my bills sent through emails. My bill for March was an estimated bill of around $300. I wasn't home much, but I realized I didn't pay the previous month. I paid $150 bc the email said late payment day was around the beginning of April (5?). I was going to pay another $150 this coming Friday (4/24). Well, I come home to a red shut off notice in my door. I had just moved to this residence in July. I've been a customer of national fuel for over 10 yrs with no previous issues. When I called asking why I received no notice, they said they called twice and left one msg on my voice mail. The only voice mail I found from them said to call them at my earliest convenience. I work in a hospital a hours so I didn't get back to them right away. They said they also sent a letter. I asked if it was certified bc my neighbor gets my mail & vice versa. They said as long as they don't get it returned they assume that it's received. I said they had no problem leaving their ***** off notice on my door, how come they couldn't do the same with a warning or I certainly would have taken care of it quickly before my heat got shut off. I'm pregnant with a 3 1/2 yr old. When they asked what my income is, I told them. Then they said I make too much that they would like $100 additional. When I explained they can't judge my gross income if they don't know my expenses, they said they didn't care and that I would need to pay to have my gas turned on. I explained to them that I didn't get paid until Friday and would gladly pay. I was then told if waited until Friday, my gas would most likely not turned back on until the following Monday. I was able to borrow money from my brother, but it was still on to take 2 days until someone can turn it back on. Also, they now needed someone there, when they certainly didn't need anyone there to shut it off. Never having any prior payment problems for over 10 yrs, I was appalled to hear that I, a very hard working person had my gas turned off over an estimated bill. I have another family member who owes over $900 & hasn't paid in several months, but bc she receives public assistance, doesn't have to pay or worry about her utilities off.

Desired Settlement: Want an apology over the stress and inconvenience of having no heat for myself and my toddler. My credit rating is excellent. I haven't not paid my bills. I would also like a refund of having them turn my gas back on when I didn't ask them to turn it off nor received proper notice.

Business Response:

******* *. ********

 Our company records show that the complalinant is notified electronically through e-mail when her billing statement is ready.

On March 19, 2015 the company generated the billing statement for $330.99 due April 9, 2015.  This statement included her current charges of $96.01 for Service from February 18, 2015 to March 17, 2015, late payment charges of $3.44 and her past due balance of $231.54.

On March 20, 2015, the company mailed a 10 day termination notice in the amount of #231.54 for April 2, 2015.  The company mails termination notices through the ** ****** *******, these are not electronically mailed to the customer.  The notice was not returned by the post office.

On March 26, 2015 at 5:24 pm the company attempted to reach the customer by telephone regarding the termination notice - no answer.

On March 27, 2014 at 3:04 pm the company made a second attempt to reach the customer.  A message was left on the answering machine to contact our company.

March 30, 2015 - the company received a payment of $150.   After the payment was applied to the customer's account, a balance of $81.54 remained due to stop the termination notice and avoid the gas being turned off.

On April 20, 2015, the complainant's gas was shut off for the $81.54 remaining on the original termination notice.

Company records indicate there was no contact by the customer prior to the gas being shut off for non payment to inquire about making a partial payment, request an extension to pay the balance or to make a payment agreement on the outstanding balance due.

April 21, 2015, the required amount was paid to restore service and an order was scheduled for 4/23/2015.

April 23, 2015, the gas service was restored.

 

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

So, my gas was turned off for non payment of $80something dollars, yet I was being charged almost $70 to turn my service back on and an additional $100 for a security deposit (charges more than what I owe). My mother, being in public assistance, owes more than $900 and her gas doesn't get turned off bc she's on welfare. Plus, even though my gas was so quick to be turned off and at best they left a msg to call back that was confirmed by myself (nothing about my service being turned off), it took 2 additional days after my money was taken, to turn my gas back on (at the end of the day7:45 pm). Also, I had to take off of work and had my 3 1/2 year old with me. Our house was 48 degrees, my daughter's beta fish had died bc it was a warm water fish.  It was only 55 degrees at most outside. I made several calls bc I'm pregnant, and my daughter and I were both getting sick from lack of heat for 3 days total (again from owing $84). I even stated I get paid that Friday and gladly would pay the balance but was told nothing was getting turned on until full payment was recieved. Again, I've been a customer for over 10yrs at least and have never had any problems. It's my fault for just dealing with online only option for bills bc the emails got mixed in with the spam. Also, my neighbor was on vacation and the letter sent to "me", was in her box which is why I suggested certified mail or even a note on my door like when they shut my gas off to begin with. 
Regards,

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




5/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: A service Man arrived at our home to shut off service at that time he communicated the nature of his arrival and an agreement was made to pay at a set time of 4:00pm thursday the 16th after the fact of our agreeing to the above He the service man shut off my gas stating that he had attempted to contact us which is a lie very poor excuse

Desired Settlement: restore uninterupted service and don't do that again

Business Response:

On April 16, 2015 at approximately 3:00 pm National Fuel's serviceperson arrived at the complainant's residence to either collect the $155.35 of the complainant's past due bill or terminate the service for nonpayment.

The complainant's sister greeted National Fel's serviceperson at the door.  She stated that her brother was not home and she asked if the servviceperson could come back later to collect the required payment.  The sister explained that her brother had a check from his employer to pay the termination notice amount, but needed some time to get home to pay the field service representative.  Our serviceperson agreed to give the complainant's sister some additional time.  He explained to her that he had a couple more orders to work in the area and that he would return around 4:00.

The serviceperson returned to the complainant's home at approximately 4 pm and knocked on the door multiple times.  After receiving no answer, the serviceperson returned to his vehicle for a minute or two.  The serviceperson then exited his vehicle and proceeded to turn off the gas.  The gas meter was shut off at approximately 4:06pm.

As he was returning to his vehicle,  Mr. ****** emerged from the residence holding a check.  Our serviceperson informated him that the gas was shut off and according to company procedures he was unable to restore the customer's service.  He instructed Mr. ****** to contact National Fuel's customer servie department in order to determine the payment that he needed to make before the service could be restored to his residence.

Mr. ****** contacted National Fuel's customer service department, the representative reviewed the income and expenses for the household.  The representative explained that Mr. ****** needed to pay $155.35 plus a $69 reconnection fee before the service could be restored.  Mr. ****** stated he would be in the office on April 17th, 2015 to pay the restoration amount.

On April 17,2015, Mr. ****** came to National Fuel's Customer Assistance Center.  The customer service representatiave explained again that he needed to pay $155.35 on his past due bill plus pay a $69 reconnection fee to have the service restored.  The representative further explained that once the reconnection payment is made the customer would be reenrolled in National Fuel's LIRA program, which would enable him to continue to receive a discount on his monthly bills and receive debt forgiveness on his outstanding balance.  Mr. ****** left the office without making the required reconnection payment.

Our current records as of 4/28/2015 show Mr. ****** has still not made the payment to restore his service.

 

4/19/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We moved from ** ******* ***. in ******* **** 11-15-14. For years, we have read our gas meter and called in the reading every month. The meter is in the basement and the estimated readings always came in high. The company meter readers came in 1-2 rimes per year and verified they agreed with the readings we had been calling in. Shortly after the meter was shut off 11-15-14 we received two bills from National Fuel ON THE SAME DAY - one for $280+ and the other for $380+. I called NFG and was told to disregard the $280 and that the $380 was owed. I strongly disagreed and still do, that we owed anything, let alone this large amount. I was told I could re-read the meter and did so, getting a lesser number than the NFG reading. I called it in and the $380 was adjusted to $315 (Still wrong). Since we had large moving expenses and new utilities to pay for I made a payment arrangement of $53 per month. Two payments of $53 each for December 2014 and Jan. 2015 were made. I then doubled the next two, $106 in Feb 2015 and the remaining balance of $103.23 was paid in March 2015. This paid the account in full. Yesterday I received yet another bill on the acct from NFG for $68. None of the figures on the bill are even remotely correct. A phone call to NFG this morning yielded no help. They simply state the person who took the revised reading and made the payment arrangement "shouldn't have done that", and that we owe the money, period. This is unacceptable and seems fraudulent to me. I would like the company to waive this new balance because I do not believe we owe it. I actually firmly believe we should be refunded the hundreds of extra dollars they billed us for this account.

Desired Settlement: This account should be noted as paid in full (in writing) and the $68 waived. An apology would also be appreciated. I have made at least 8-10 phone calls on this account. The bills for the payment arrangement came only 1-2 days before the due date so extra inconvenience, time and fees were incurred to get the payments in on time. Also, I was told at one point by a NFG Rep that "we have been billing you wrong all year" - that being the case - shouldn't they make this right?

Business Response:

We attempted to contact Mr. ********* regarding his issues with National Fuel for service billed at his previous address.  We have missed each others calls and have sent him a letter today advising that we have removed the additional charges for $68.53 and apologized for the inconvenience this matter has caused.  We have also sent him a "print out" showing his final bill has been paid in full.   A contact name and number was given if he should have any further questions or concerns.

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,

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




4/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I tried calling this business to explain that their billing was incorrect and that they first read my meter incorrectly. Supervisor was very rude and wouldnt listen to my complaint insisting that I was wrong. I refuse to pay this bill but I am at the mercy of national fuel being that they are the only gas provider in the area. Corrupt company!

Desired Settlement: I want them to investigate this bill and adjust my bill accoerdingly.

Business Response:

A verify company reading was obtained and Mr. ***** finaled account was adjusted based on the reading.  In our conversation with Mr. *****, he was satisfied with the adjustment and was offered a final bill agreement for 6 months at $83 per month.  At his request, we sent the agreement to him with the first payment due 5/9/2015.  All subsequent payments will be due the 9th of each month.  He was advised that as long as the payment were received on time this will prevent this debt being reported to a credit bureau.  Mr. ***** was satisfied with the results. 

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,

***** *****




4/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: *** **** ********** *** ******* an address at **** ***** ** **** ** ***** setup service. During the phone call they suggested that it be setup in a name of someone that already has service to avoid paying a deposit, reluctantly I decided to make the call to setup service. At no time was I made aware that I personally would be responsible for the limited liability companies bill. A few months later the property was sold and *** **** ********** *** was given an invoice to pay National Fuel. The invoice went unpaid by the investors of the corporation. The outstanding balance got transferred to my own personal account at a different address. I called them and explained that it must be removed that it wasn't my responsibility solely it was a number of people that had an interest in the LLC. national Fuel agreed to remove the balance from my personal account and continue to provide me service (because I was current and a great customer). Although they have sent the amount to collections and now is on my credit report. They can not put an outstanding balance on my credit report when it was for an LLC. That is the reason why they removed it from my account to begin with. Please have this removed from my personal credit and contact the corporation directly to handle the outstanding balance.

Desired Settlement: Please have the balance that *** **** ********** owes removed from my personal credit report. It is national fuels job to contact the LLC direct to obtain payment from them and not hold myself personally responsible for an LLC. You can not pierce the corporate veil without a court order. I will be filing a law suit if this is not corrected to recover damages done by National Fuel to my credit report.

Business Response:

Re:  Complaint ID #********

Our company records show the complainant contacted our company on November 22, 2013 requesting to establish service in his name.  Our company initially requested that the complainant pay a security deposit before the service could be turned on.  The complainant’s application for service was reviewed by a supervisor.  The supervisor determined that the complainant did not need to pay a security deposit in order to have the service turned on in his name.  Although the complainant was not required to pay a security deposit prior to the service being turned on, National Fuel reserves the right to require a security deposit from a commercial account should the customer fail to make payments on time.  The complainant requested that the service be established in his name as of November 25, 2013 and accepted responsibility for the account. 

The initial bill for service was issued on January 3, 2014.  Full payment for the initial bill was received on January 16, 2014 which was prior to the due date.  Subsequent monthly bills were issued on February 3, 2014 and March 4, 2014.  These bills were sent to the same address as the January bill, but payment was never received for the February and March bills.

The account was finalized when a new party requested that service be established in their name. A final bill was issued for the complainant on March 21, 2014.

Our records show on June 17, 2014 the complainant contacted our company regarding his unpaid final bill.  We offered to make a six month payment agreement with the complainant on his unpaid final bill.  The complainant said he would discuss this with his partners and call us back.  The complainant did not call back to make a payment agreement.

Company records show there was no request by the complainant to remove the service from his name and have it established in the corporation’s name.

Our company is still willing to offer the complainant a final bill agreement in which the complainant can pay the balance in six monthly installments.

 

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 appreciate the company offering myself a "personal" payment plan. Although, I did call them and reject this "personal" payment plan as they failed to mention in their response. As a consumer, I do not want to be setup on a payment plan for a payment I am not personally responsible for and the corporation is. When I rejected the payment plan and notified the company of so, I also asked them to take the outstanding amount that they transferred off of my other commercial account **** ****** ****. National Fuel transferred the outstanding balance from the property in question to my business at **** ****** **** and threatened if I did not pay it, they would shut off service at my business (never mentioning they would place the delinquent amount against my personal credit). I explained to them they could not do this and I would bring a law suit against them for the loss of revenue if they shut of service at my business while we would not be in operation. They agreed to transfer the outstanding balance back of off my commercial account at **** ****** ****. Although since National Fuel set a precedent that "**** ******" was not responsible as a sole individual for this outstanding bill by removing it from my business account, it is unethical to then post the delinquent amount against my personal credit! If they feel they are entitled to an outstanding bill from an LLC they must bring action against *** **** ********** *** that owned the service and utilized the service while they owned the building. There was no tenant in the building and to hold an officer of the limited liability corporation personally responsible in an attempt to pierce the corporate veil without proper court order is unjustifiable. Just because I setup the account for the LLC I never agreed to be personally responsible for any bills invoiced. If this is not removed from my personal credit I reserve the right to take action in court against National Fuel and recover all damages incurred by their negligence. My attorney has been CC'd on this matter.



Regards,

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




3/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had recently (within 4 months) purchased a new gas/carbon monoxide detector, as our previous one was deemed faulty by National Fuel Gas, when they had to come to our home due to it's activation, to find no leaks.This time we called on 3/11, and the woman asked if I had any symptoms, I told her i did not, she suggested i call my contractor, unlike the previous two times we called. I called customer service to be told that was protocol, and when I inquired why they sent someone immediately the prior two times, she said I had to speak to a manager, to have her call back and tell me that I need to call risk management at * *** *** ****. I did , in fact call my heating contractor to find out there were several gas leaks in the home and some carbon monoxide, due to faulty water tank, we could have perished. This is unacceptable!

Desired Settlement: Not only an apology, but a potential 'change in protocol, and empathy training. Also, I would like other provider information

Business Response:

Greetings,

Below is a copy of the information sent to Mr. *******.  In addition to the letter a list of suppliers was sent.  Please advise if you need additional information.

Thank you,

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

National Fuel

 

Date:  March 20, 2015

 

 

Dear Mr. *******,

 

Thank you for alerting us to your concern regarding the contact you had with our company on 3/11/15.   I assure you, safety is our first priority. A review of your account was completed and below are the results of this review.

 

Our records indicate on 3/11/15 you contacted our Customer Response Center and stated your carbon monoxide detector was going off.  The representative asked if you were experiencing any symptoms of carbon monoxide such as fatigue, dizziness or nausea.  You responded you did not have symptoms, and she  advised to contact a qualified contactor.   You stated that this was a new detector, that your previous detectors  also had gone off and when National Fuel came out in the past, no issues were found. 

 

When National Fuel receives a call due to a carbon monoxide detector alarm going off, our standard practice is to ask whether there are any symptoms of carbon monoxide poisoning.  When there are carbon monoxide symptoms our representative conferences the call with the appropriate 9-1-1 emergency response center.  National Fuel, along with 9-1-1 emergency responders, are dispatched to the premise.  Our service personnel are not trained nor do they have the parts/equipment to remedy a piece of equipment emitting high levels of carbon monoxide. So when carbon monoxide is detected National Fuel  shuts off the meter to make the situation safe, and advises the customer to contact a qualified contractor. 

 

Because you stated there were no symptoms, you were appropriately advised to contact a qualified contractor.   After providing this advice, if a customer is still  concerned about the possibility of a carbon monoxide, we  train our representatives to encourage the caller to contact 9-1-1.  I apologize the representative failed to follow this protocol, and assure you this has been addressed with her.

 

You stated in your complaint that National Fuel has come out in the past when you reported your carbon monoxide detector alarm going off.  In June 2014 National Fuel responded to two separate reports of gas leaks at your home.  In both calls it was stated there was a combination gas alarm and carbon monoxide detector, and the leak detector alarm was going off.   National Fuel responds to all reports of gas leaks, so in both cases emergency orders were taken and dispatched.   If leaks are found on National Fuel's side of the meter we will make the repairs.  However when leaks found on the houseline repairs are the responsibility of the customer, and the gas service is shut off to make the situation safe.

 

There is a difference in procedures between a report of a gas leak versus a report of a carbon monoxide situation.  Both procedures are in accordance with the regulations set by the New York State ****** ******* **********, along with the "best practices" established by a compilation of New York State utilities.  

 

In response to your request for information on other service providers there is a current list of suppliers attached.  You may also visit our website at *************.com to view a list of providers in your area.

 

You state that you had a qualified contractor identify and correct the unsafe conditions at your home.  I know that it can be unsettling to know you had these dangerous situations, and encourage to continue to call National Fuel if you are experiencing symptoms of carbon monoxide, or you notice a smell of natural gas.   Call these emergency situations to ###-###-####, 24 hours a day, 365 days a year.

 

If you have any additional questions regarding this concern, please contact us at ###-###-####.

 

 

Cc: Better Business Bureau

 

 

Sincerely,

 

 

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

Manager,

National Fuel

 

 

3/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I'm a mother of 3 and at the moment I'm only working part time. The gas company will not provide me with a payment arrangement even though I qualify for HEAP payments and foodstamps. Because I work I do not qualify for any other kind of emergency assistance either through county assistance or donation centers. When I called about asking for payment arrangement options they told me I do not qualify for a payment arrangement because they only allow 1 payment arrangement a LIFETIME. I feel this is a very unfair practice because people come on hard times more than once and a lifetime. A few yrs ago when I defaulted on my payment arrangement it was due to my children's father and my fiance passing away. I was a stay home mother and I had to get a job and get on my feet. Since then I did loose one job a while back and got another job within a few weeks, but because my payment was late due to a hardship and a death.... not because I didn't want to pay my bill. I find it very hard to believe their policy is one payment arrangement in a lifetime. My gas bill is 300 to 500 a month in this house and I make 250 every 2 wks right now. I was told by a customer service rep that once my HEAP payments posted it would qualify for a payment arrangement. Then when I called again they said that's only the case if ur gas is already shut off. I just misunderstand how if I'm below poverty how expect me to pay 1000 dollars on gas when it's impossible or otherwise be left in 0 degree weather with ³ small children... 9, 7 and 1. It feels like they are bullying me in almost a corporate way.... because there is no other gas company in buffalo NY.... what else can I really do in winter besides exactly what they bully me into doing because their is no other option. I think it's UNFAIR PRACTICE by a business...Please help me seek some kind of help .... because social services will not help because I work.... even though I don't make enough to cover my bills in full.

Desired Settlement: My family desperately needs a payment arrangement.

Business Response: We spoke with **** *** on 3/2/2015 regarding her account.  We explained the payment agreements and noted that she had not had an actual reading on her account.  We asked her to read the meter and were able to adjust her account crediting her balance by $604.66 which took her out of the current collection cycle.  This reduced her balance to $1130.24.  **** has a $350 HEAP emergency grant pending.  We discussued our Low Income Customer Affordability Program and advised her we would send her out an application to determine eligibility.  She should fill it out immediately and return it to the office.  She had been on LICAAP in 2008 but if qualified would be eligible.  She was given a name and a number to contact if she has any further questions.

11/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We received a corrected bill for 1,156.79, we had been billed incorrectly for 13 months. They are supposed to read the meter every other month. We were not at home when the readers would come, we never received a note on the door saying that they needed inside to read it. No one saw in the billing department that no one had been in to read it in that length of time, therefore no one tried to contact us to see about getting in to read the meter.

Desired Settlement: I would like it to be looked into why the readers did not leave a note and why the billing department did not try to contact us to let us know that they needed inside to correctly bill us. The company should be held responsible for the incorrect billing and we should not have to pay the difference because they did not do their job. We would have made arrangements for them to get inside to read the meter.

Business Response: We contact Ms. **** and made an agreement on the full balance owed which was satisfactory to her.  If she has any further difficulties, she was given a number to contact us. 

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.  It not 100% satisfactory to me but they will not accept anything less. I still do not believe that it should all be on our shoulders to pay. They made the mistake in the billing for 13 months and they have not looked into why there were no notices left on the door. I asked to have the meter moved and they said it was at our expense and when I am back to work we will not be here for them to catch us and their resolution is to have us read the meter every other month, it is not our responsibility to read the meter. Am not satisfied with result, they have told you that because I have no other choice with them and they are not willing to reduce the bill and accept that it is their fault. At $10 extra a month this will take forever for us to pay off.

Regards,

******* ****




10/29/2014 Delivery Issues | Read Complaint Details
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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 | Read Complaint Details
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Additional Notes

Complaint: Very upset that National Fuel sent court papers, stating we had to go to court because National Fuel did not have access to the meter. That was not true because they had, in fact, just read the meter and had read the meter on different occasions. Spoke with *** in customer service about this matter. She was rude, unprofessional and not helpful. She just stated, "You don't have to go to court anymore" and did not elaborate or give any reason. She was short and cut me off in our conversation. She did not want to explain anything.

Desired Settlement: Find out what is going on to avoid this situation in the future and to have better customer service going forward.

Business Response:

We contacted and spoke with Mr. ******* recent addition as POA to account for ***** ********.  We apologized for the inconvenience and discussed at length why the court notice was sent to **** ********.  Currently the account has been removed from collection activity, payments were made in the office and the customer is on the budget plan with a budget credit, however still has a balance on the account of over $600.  We have reinstated Ms. ******** payment agreement and have coded the account as EBD (which will give special protections as the customer of record id ** years old and lives alone).  We reminded Mr. ******* that **** will open on November 15, 2014 and Ms. ******** is eligible and will receive the automatic ***** **** of approximately $400.  One the basic is applied, if the account is still in arrears, she can apply for the Emergency benefit.  We also addressed his concerns with the way he was treated when he called the office.  We assured him that the manager has been forwarded all of the information to listen to the call and provide more coaching for the representative.  Mr. ******* was given a name and number to contact if he had any more questions or concerns.   He was satisfied.

10/16/2014 Problems with Product/Service | Read Complaint Details
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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
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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 | Complaint Details Unavailable
9/12/2014 Problems with Product/Service | Read Complaint Details
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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.


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