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BBB Accredited Business since

Columbia Gas of Ohio

Additional Locations

Phone: (800) 344-4077 290 W Nationwide Blvd, Columbus, OH 43215 http://www.columbiagasohio.com



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BBB Accreditation

A BBB Accredited Business since

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

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


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

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

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 197 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

197 complaints closed with BBB in last 3 years | 51 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 94
Delivery Issues 8
Guarantee/Warranty Issues 0
Problems with Product/Service 95
Total Closed Complaints 197

Customer Reviews Summary Read customer reviews

33 Customer Reviews on Columbia Gas of Ohio
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 2
Negative Experience 29
Total Customer Reviews 33

Additional Information

BBB file opened: January 01, 1961 Business started: 10/06/1961 Business started locally: 10/06/1961
Business Management
Ms. Carol Wilson, Customer Service Tiffany Olverson, Team Leader Ms. Betsy Postle, Customer Relations Ms. Peggy Wolford-Walker
Contact Information
Principal: Ms. Carol Wilson, Customer Service
Business Category

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

Alternate Business Names
Columbia Gas of Ohio, Inc
Additional Information

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


Customer Review Rating plus BBB Rating Summary

Columbia Gas of Ohio has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 290 W Nationwide Blvd

    Columbus, OH 43215

  • PO Box 2318

    Columbus, OH 43216

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 742510

    Cincinnati, OH 45274

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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 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I previously rented a property at *** ******** Drive, Johnstown, Ohio 43031 while my fiance and I built the house we live in now. While there I had Columbia Gas and my account number was ***************. I called to have my service disconnected the week prior to moving out. Several weeks later I received my final bill and paid it. Last month I received a bill of $33.07 for a period of time I did not live there. I called Columbia Gas and the person that answered claimed they had no record of me canceling my service and I got screwed into paying a bill I should have never received. She apologized for the confusion but assured me that the problem was resolved, my account was updated to disconnected, balance paid in full and I would not be receiving any bills in the future. I'll be daned if I don't get another bill yesterday for $28.13. I called again today and get the same bullshit story. "Sir, we have no record of you disconnecting service in the past, you owe this bill." I'm not paying this bill. I will pay whatever the fee is to take you to small claims court but there's no way in hell I pay another bill that I should not have received in the first place. Feel free to call me with any quetions.

Desired Settlement: Columbia Gas can shove this bill up their ***** i'm not paying it.

Business Response: I have reviewed Mr *******'s account, there are no remarks that he had spoken to customer service after calling to connect his service on 7/27/2015.  The only reason the service was taken out of his name on 6/20/2016 is a new tenant called to place his connect.  On 6/21/16 Mr ******* called our Customer Contact Center, where he spoke to a customer service representative and two Senior Specialists.  All confirmed the same info I see on his account, and the 2nd Sr Specialist scanned for calls from his ###-###-#### phone number, and his ###-###-#### work number.  No calls came into our ###-###-#### number.  He is paid up through his 5/13/2016 bill, and I am willing to credit him $20 toward the final 6/20/2016 bill, but that is the best that I can do.  

Consumer Response: I reviewed the response made by the business in reference to complaint ID ********, and find the resolution is satisfactory to me.   The fault here is 1000% of Columbia Gas.  I can not speak to the fact that their system does not show record of me calling in TWICE to terminate my service.  The simple fact that they are using that as their justification in this matter is comical.  I simply want this entire situation to be over.  If they will send me an adjusted bill with the credit, I'll pay the remainder just to be over it and done with them.

*

6/17/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am one of the MANY Columbia Gas customers who has been double billed for monthly minimum charges. I own rental properties, and every time one of my tenant vacates, I get charged a minimum billing for the remaining days in the billing cycle. Then when the new tenant moves in, I get another minimum billing regardless of how many days have passed and regardless of the fact that no gas has been used. In the latest example of this, the service was only in my name a total of 18 days, and no gas was used during that period, yet I received two bills totaling over $55!! Whenever I've called to complain, I get the same lame excuse about how their agreement with the PUCO allows them to bill consumers this way, and a rude refusal to credit the second billing. I thought the PUCO was supposed to be protecting consumers from abuse by monopolies like Columbia Gas, and insuring that their billing practices were fair and reasonable? Apparently not. Allowing them to charge their customers over $55 in less than a month for nothing but paperwork hardly seems reasonable, especially considering the fact that none of the other utilities in the central Ohio area find it necessary to bill their customers in this way.

Desired Settlement: At the very least, Columbia Gas should issue me a credit for one of the two most recent minimum billings, and what I'd really like to see are some new billing policies that don't involve charging customers unreasonable amounts for things that other utilities consider normal costs of doing business.

Business Response:

Every bill that Columbia Gas of Ohio sends out has Minimum Customer Charge of $26.73, even if no consumption is billed.  This charge was applied for, and approved by the Public Utilities Commission of Ohio in 2008.  This charge has been part of the customer's bill, though at one point it was not itemized out.  The charge is to cover such local distribution company costs as maintaining the gas lines, meter reading and billing.  To a property owner with a quick turn over in their rental units, getting billed twice within a few weeks is not uncommon.  Unfortunately, this cannot be changed.

Cordially,

Betsy | Columbia Gas of Ohio

Consumer Response:

I really don't care if the PUCO allows Columbia Gas to bill their customers the way they do.  The bottom line is that it's unfair.  It places an undue burden on landlords, forcing us to subsidize a disproportionate share of their administrative costs.  Those costs should be shared equally across the customer base in the form of higher base rates, and not heaped upon landlords just because it's easier to double, or in some cases triple bill us for the same time period. The purpose of my contact with the BBB was to make my complaint a matter of public record, and give Columbia Gas an opportunity to rethink their billing practices.  Their refusal to do so leaves me with no other option now but to escalate this issue and bring it to the attention of local media outlets as well as the attorney general.  Perhaps some media attention or a class action lawsuit on the part of local landlords will convince Columbia Gas that charging property owners for a "minimum billing" multiple times in the same time period is a practice that needs to be reexamined and eliminated.    

Business Response:  Unfortunately, this cannot be changed. 

6/16/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My complaint involves Columbia Gas and their double billing practices as I am another victim. I received a bill for service through May 31, 2016, then I received a final bill that was for two days of service, yet I was charged for an entire month--their "fixed monthly delivery charge"of $17.81 along with another monthy charge of $7.65. The bill was estimated as 1 ccf of gas used (no one was living in the house at this time either). Knowing that my service would end June 2, 2016 it would only make sense to wait the two days to read the meter and then send the final bill just as the electric company did. It seems to me this is a common practice for CG in order to get an entire month charged to both the new customer and the old customer. When I contacted them regarding the issue, I received the same response as everyone else and no credit for the charge: From CG: "These charges include fixed monthly delivery charge which is a monthly charge to cover local distribution company costs for maintaining the gas lines, meter reading and billing." This makes absolutely no sense to me as it is a clear case of double billing. They are charging two customers for the same month. I do not understand how this shady billing practice is allowed to continue. I have never had trouble with any other utility...ever.

Desired Settlement: I would like my bill to be credited or adjusted accordingly.

Business Response:

Mrs *****,

Every bill that Columbia Gas of Ohio sends out has Minimum Customer Charge of $26.73, if no consumption is billed.  This charge was applied for, and approved by the Public Utilities Commission of Ohio in 2008.  The charge is to cover such local distribution company costs as maintaining the gas lines, meter reading and billing.

Please keep this in mind should you move again.  I will credit your account $15.00 this time.  The adjusted final bill for your *** **** **** Dr account is $12.25.

Cordially,

Betsy ~ Columbia Gas of Ohio


Consumer Response: I have paid the adjusted, billed amount; however, I do not feel this addresses my complaint or the complaints of many others. The issue is not with minimum charges. The issue is that two customers are being billed the minimum charge for the same month. How can this be an approved practice? 

Business Response: Columbia Gas was given approval by the Public Utilities Commission of Ohio to bill the Fixed Delivery Charge and Infrastructure Replacement Program Rider on every statement that goes out.  

Consumer Response:

I give up. 

6/6/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recently moved back to the Columbus, Ohio area. I called Columbia Gas to set up my gas account for my new residence to come and found out I had a bill in OVER 3,000 in MY name at a residence that I never resided at in 2009. I stated the fact, as I lived at home with my parents, and they said that I would have to pay this to get heating for my home. The account in question was switched to the actual owner of the residence's name but since it was in my name first (which I never opened thus I will have to get fraud involved), I would still be accountable for the 3000 dollars. They asked for proof of my residence at my parents at that time which since its over 7 years ago, its hard to provide. The account in question has been close for quite a while. I will not pay 3000 for a bill, let alone a bill that was never in my name. Also who lets a gas bill be connected for that long to accue THAT much money?! I demanded that this be removed from my account immediately, and the CS rep said "Well you should pay your bills." Also I said "What about people who need food or heat?" and he responded, "Well they should pay their bills". This is inhumane and poor business practices. I was never offered help on who to call, or who to speak to, he kept repeating himself that I owed this money, and I needed to show proof. I wanted to speak to a supervisor and he was silent.

Desired Settlement: My satification would be if this would be REMOVED from my account so I can proceed forward acquiring gas for my new residence, sadly I wouldnt use this company if I didnt have to. Also compassion from your customer service team, especially when someone finds out a large sum of money is in their name without permission.

Business Response: Thank You for your inquiry. Unfortunately we will need additional information in order to assist you. Please contact our office directly at ###-###-####. We are available Monday- Friday, 8:00-5:00. 
We look forward to assisting you with your concern. 

Columbia Gas Of Ohio 
Strategic Initiatives


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

5/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Columbia Gas of Ohio were replacing old house gas lines with new gas lines in our neighborhood. Several months after they put in a new gas line at my house which required them to use a large underground drill that came from the street to the side of my house a portion of my house foundation caved. The foundation portion that caved in was right near the new gas line and where they dug down near my house and drain line to put the new line in. I took pictures when they where doing the repairs and saw that they where digging right against the foundation wall and on top of the drain line. I opened up a claim against the company to investigate and fix the problem and I am getting no resolution to the problem. Claim# ****** Columbia gas contact ***** ******* 18008691876 Totally fustrsted and angry customer

Desired Settlement: I would like for Columbia Gas of Ohio to fix my foundation and hook my gas service back up.

Business Response: Thank You for contacting our office. According to our records a letter was issued from ****** Pipeline April 6, 2016. The claim referenced was denied. If there is additional documentation supporting your claim please forward that information to the email address noted in the claim denial letter.
If you have additional questions or concerns please contact this office directly at ###-###-####. We are available Monday - Friday 8:00-5:00.

Thank You
Columbia Gas Of Ohio
Strategic Initiatives


5/24/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Complaint: Columbia Gas is double charging customers. They are double dipping on charges when you have a prorated monthly bill (moving/transfer of service). When I signed up for the service, I had service for 6 days and was charged a full monthly fee two years ago. Now, I needed to cancel my service because I was moving from my apartment. I received the bill on 5/12, I called automated service to cancel the service that morning, I paid my account in full. Today, I am showing 26.73 balance on my account. So they are charging me a full month service fee for what is one day of service? They will probably also send the same amount to landlord when June bill comes around. This is unfair to customers. I paid one extra monthly charge when I signed up for the services and now I am paying another one when I am canceling services.

Desired Settlement: I would like my bill adjusted to show/bill only the prorated monthly fixed charges for the days I used the gas service. Which is one day.

Business Response:

Thank You for contacting us, the customer service charge covers Columbia Gas of Ohio's fixed costs for meter reading, billing and other services provided by the company that are not related to gas usage or the number of days in the billing period.  Columbia Gas incurs the same fixed costs every time it prepares a customer's bill. Those charges will appear on each bill regardless if the billing is less than a month to cover the full cost of sevice. 

The ability for Columbia Gas to charge the full amount of the customer charge is provided within the company’s tariff issued by the Public Utility Commission of Ohio. 
As a courtesy, we will waive the service and delivery fee; however keep in mind this fee is not normally waived. For future reference, regardless of the number of days within the billing cycle this charge will remain as a part of your bill. 

Thank You 

Strategic Initiatives 
Columbia Gas of Ohio 

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

5/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: IN FEBRUARY, COLUMBIA GAS USED A FRONT END LOADER TO DIG UP A SMALL PORTION OF MY DRIVEWAY. THIS CREATED HOLES WHERE THE STABILIZING BARS DESCENDED, ON MY GRASS. THE FRONT END LOADER ALSO RESTED IT'S BUCKET ON MY LAWN, CREATING AN INDENTATION WHERE THE BUCKET RESTED. THE DRIVEWAY IS FIXED. BUT, THE RESTORATION,MAN ONLY REPAIRED A SUPERFICIAL AREA OF MY LAWN. I DISCOVERED THE HOLES, WHEN I CUT THE LAWN. I TOLD THEM I WOULD BE HOME MONDAY FROM 8:00 TILL 12:00. THEY NEVER CALLED. I HAVE MADE 10 CALLS TO COLUMBIA GAS,ADDRESSING THIS PROBLEM . I HAVE PAINTED THE AREAS WITH RED PAINT, BUT THEY CONTINUE TO IGNORE ME. THE RESTORATION DEPT NUMBER IS ###-###-####. ASK FOR PAM. SHE PROMISED TO SEND SOMEONE OUT,BUT IT WILL NEVER HAPPEN WITHOUT YOUR HELP. I WANT THE AREAS THAT ARE PAINTED FILLED WITH TOP SOIL AND PREMIUM SEED. OR HIRE AN OUTSIDE CONTRACTOR, THIS IS NOT ROCKET SCIENCE. THE GAS COMPANY PROMISES TO RESTORE PROPERTY TO IT'S ORIGINAL STATE OR BETTER, JUST DO IT!!!

Desired Settlement: FIX THE HOLES MADE BY THE FRONT END LOADER WITH TOP SOIL AND PREMIUM GRASS SEED. FIX THE INDENTATION CAUSED BY THE BUCKET OF THE FRONT END LOADER WITH TOP SOIL AND GRASS SEED. DO A PROFESSIONAL JOB. PRETEND YOU LIVE THERE. HAVE SOME PRIDE. BLEND IT IN.

Consumer Response: DEAR BBB, PAMELA FROM THE RESTORATION DEPARTMENT IN OHIO LEFT ME TWO MESSAGES, BUT, NEVER A PHONE NUMBER. I CALLED THE ###-###-#### TEN TIMES THAT WAS IN PENNSYLVANIA WITH MY COMPLAINT. THAT IS THE REGULAR SERVICE NUMBER. THEY COMMUNICATED WITH THE RESTORATION DEPARTMENT THROUGH E-MAILS. OF COURSE, I WAS ON HOLD, HAD TO TALK TO SUPERVISORS, AND WAS HUNG UP ON ONCE. FINALLY ON 5-17-2016, I GOT THE RESTORATION DEPARTMENT NUMBER. IT WAS A BIG SECRET BEFORE. HER NAME IS PAMELA. ###-###-####. PLEASE HELP ME. THANK YOU

Business Response: Thank You for contacting our office. We apologize for the inconvenience you have experienced. Our records indicate you met with someone yesterday regarding the restoration of your property & that all repairs are completed.
If you have additional questions or concerns please contact this office directly. Our phone number is ###-###-####. We are available Monday- Friday, 8:00-5:00.

Thank You

Columbia Gas Of Ohio
Strategic Initiatives

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

5/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My gas was turned off on May 3rd 2016. I called in Wednesday morning to find out why. They said it was due to non payment which was not true because we had the receipts to prove that wrong. They apparently mixed up our address with the apartment across from us so they were not getting payments for our apartment. They told us they would turn it on that Thursday by 5 they did not. We called again Friday they said they would have someone out possibly within the next hour or hour in a half, never showed. Then we had a scheduled appointment for today Sunday May 8th "Mothers Day!!! I sat at home all day waiting never showed. MY roommate and I have been without our gas for almost a week. Taking shower in our sink because we don't have hot water eating out every night which we can not afford to do, because we can not cook. For reason that was not our faults at all. They do not care one bit about our situation nor do they care they made a mistake. Based on other reviews I've read online they have turned off people's gas and they have kids under 3 years old which from my understanding was illegal. I don't know what to do anymore that's why I contacted the BBB.

Desired Settlement: I would like the gas that I paid for turned back on, a full review of this company, and am adjustment on our next bill(s)

Business Response:

Thank you for contacting our office. We apologize for any inconvenience you have experienced. 
On May 6,2016 we attempted to restore service. According to our records the service technician indicated he arrived at 8:10am however he was unable to gain access to the premise. A second attempt was made May 8, 2016.  A 30 minute call ahead was requested. The technician indicated he called multiple times however no one answered. Calls were made prior to 9:00am. Again, we were unable to access the premise. 
Currently we have appointment times available May 10, 2016. These are the requirements to restore service: an adult 18 or older must be present, we request access to all appliances including the thermostat. If there are pets in the home we ask that you secure them in an area away from where the technician will be working. If you request a 30 minute call ahead, the technician will make 2 attempts. He/She will call 15 minutes apart, if there is no answer the technician will leave a message advising to reschedule the appointment. Please keep in mind these calls may show on your caller id as a blocked/private number or a toll free number. 
The account holder can contact this office directly to reschedule. We are available Monday-Friday, 8:00am-5:00pm. Our phone number is ###-###-####. 

Thank You 
Columbia Gas Of Ohio/Strategic Initiatives 


4/19/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In the beginning of March I spoke to someone about getting set up on the one ninth program, I owed 596.68. The lady said if I paid $175 down payment to get on this program I would only owe a total monthly installment of $126. I received verification notice in the mail that said I paid the $175 and I was now on the program and would be required to pay $126 a month. Today Columbia gas called and once I was hung up on I called back and had a man yell at me and wouldn't let me talk and kept interrupting me I asked to speak to his supervisor because we weren't getting anywhere and I wasn't going to be spoken to like that. A few hours later I got a call back. They are saying that I was supposed to call in the next day after making the the down payment but I was never told to do that I called it in but it wasn't the next day when I did. So now they're saying I'm not on this program even though I have the letter saying i am and they didn't shut my gas off. If I hadn't been in this program they would have shut it off. It seems like they are trying to pull one over on me even though I'm in the program they're trying to get me to pay $175 again to be the $126 a month. Or I pay $126 and it be $147 a month. This wasn't the agreement. I have the agreement in my hands from them. They can't seem to understand and they just keep saying the same thing and don't listen.

Desired Settlement: The previous agreement made need to be in effect. I was given the payment plan verification notice I did my part paying the $175 to get on it therefore what the paper states total monthly payment should be $126

Business Response:

Thank You for your inquiry. We apologize for the inconvenience you have experienced. Per our conversation this morning I will follow up with you this afternoon to establish alternate arrangements. In addition a credit in the amount of $50.00 has been applied to your account balance. 
I look forward to assisting you with resolving your concern and establishing an affordable payment plan 

Our office is available Monday- Friday, 8:00-5:00. Our phone number is ###-###-####. 

Thank You, again 
Renee 
Columbia Gas Of Ohio 
Strategic Initiatives

4/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The gas company had to come to our house and remove the gas meter that was in our basement and they installed a new meter outside. When they was digging to install a new gas line in the ground, they caught the porch steps and pulled them away from the base of the porch and it made a crack along the base of the porch. The crack runs along about half of the porch. My husband, ******* and I have contacted the gas company multiple times and was given a complaint number, and two people have come out to look at it. The first guy came and looked at the damage, and said that his supervisor would have to come back out. A second guy came out and looked at the crack that is running along the porch, but he refused to go in the basement to look at the wall where you can see outside. He said that he would have to go back to his office and review the video that was taken before the work was done,, and we haven't saw anyone since. We have contacted the gas company's complaint department since then, and I was told that they can't move forward until they hear from the gas company and the contractors that did the work. We have contacted the gas company and they said that they couldn't do anything until they hear back from the contractors. We can't contact the contractors because we don't know the name or phone number for the contracted company.

Desired Settlement: I would like them to fix the basement wall/porch, that they damaged when digging in our yard to install a new gas line. They damaged the basement wall to where you can now see outside through the wall, and there's a huge crack running along the base of the front porch that is spreading, and it's becoming a safety hazard, and we would like for them to repair it.

Business Response: This issue has been turned over to the corporate insurance company. A representative will be contacting Mr Gouch regarding this matter.

Consumer Response:

We have heard that people will be getting in contact with us and will come to the house to look at the damage and nobody has shown up since 9/17. We haven't been contacted by the gas company at all. We have to contact them, and they always tell us that someone will contact us, but it never happens. We took pictures of the damage, but they won't be ready for pickup for a week. When we get them, we will mail a copy to the bbb to support our evidence. We also called the ******** ********* and they came out and inspected the damage and are going to email me the estimate. When we get that, we will mail a copy of that in as well. We got in touch with the previous owner of the house and he came over and looked at the damage and said that it wasn't there when he sold us the house. We are going to try to get a letter from him stating that, too. If we get a letter from him, we will mail that in also.

Consumer Response:

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

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

Consumer’s Additional Information Regarding Complaint:

I have filed a complaint before, and things were going smooth during the time that a complaint was open with the BBB, but now that the complaint has been closed, Columbia Gas has stopped communicating with us. On or about Aug 24, 2015, Columbia Gas sent some contractors out to take the gas meter out of our basement and install a new one outside. When they did this, they had to do some digging, and in the process of the digging, they caught our porch steps and pulled them away from the porch and now you can see outside from the basement. My husband, ******* noticed this on Sept 2. On Sept 3, someone came out and looked at the damage and said that a supervisor would be back later to look at it. On Sept 16, Cindy J******, an employee at the gas company of the claims department called and said that she was going to get in touch with the contractors and find out what was going on. We finally heard from Cindy J****** on Sept 29. She said that she was waiting to hear from the contractors. I filed the first complaint with the BBB on Oct 10, 2015. On Oct 19, two guys from Columbia Gas came to the house to inspect the damage. On Nov 11, a structural engineer named **** ******* from the insurance company for Columbia Gas came to the house and said that he was going to write up a report suggesting that they come out and do some work. On Nov 17, I called Gladys H********, the person speaking for Columbia Gas through the BBB complaint, but she wasn't in the office. The woman that answered the phone said that she would have her call me back by the end of the day. I never got a phone call. On Jan 27, 2015 I sent an email to the gas company asking them what was the status of our claim, the next day a lady called back and said that she would investigate and get back with me. She called back on the 29th, and said that she would have to investigate further and get back with me. She never did. I sent another email Feb 15. I called March 3. I called again today. A supervisor named Andrew sent emails with no response.

Consumer’s New Desired Resolution:
I would like to get the damage fixed. I understand that this was a mistake, but the contractors of the gas company did the damage, and the gas company needs to fix the damage. I would also like to get some communication with the gas company. This has been going on since August, and it is now March, and the only communication that we have gotten with anyone at the gas company is when I filed the first complaint with the BBB. I would also like some communication instead of getting ignored.

Business Response: Columbia Gas of Ohio continues to work diligently with its contracting company *** to bring resolution to Mrs. ***** concerns. Due to the nature of the concern, the complaint has been submitted to *** claims department in order to provide a decision or resolution. Columbia Gas needs additional time to work with its contracting company *** in order to resolve this matter.Thank you

4/12/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have high blood pressure

Desired Settlement: Would correction made to my PIP default amount and put back on PIP

Business Response: Hello,

Records show Ms. ******* was dropped from PIPP 3-21-16 for Anniversary
default.   When the customer's Anniversary date comes around the customer
must be current on their PIPP.  I show Ms. *******'s anniversary date was in February.  At that time she owed $240 on her PIPP. Since that amount wasn't paid by the next billing date PIPP was cancelled.
Once the customer has been dropped from PIPP they must pay their PIPP default to get back on PIPP.  Every month when the account bills that current bill is added to the PIPP default so the amount will increase every month.
Ms. ******* owed $240 on her 2-22-16 statement.  We received an agency payment of $86.24 that was subtracted so she owed $153.76.  the account billed on 3-22-16 and the current bill is $71.14.
This $71.14 is added to the $153.76 increasing the PIPP default to $224.90.

For Ms. ******* to get back on PIPP she will need to pay $224.90 before the account bills again on 4-21-16 or it will increase again.

Thank you.

Consumer Response: I reverifed true on feb 2 2016 but I had a 30 hold that did not inspect until March 3 2016 which the agencies made the payment on March 03 2016 they said when I called several times I wa in good standard never mention anything about a default date I spoke withe the supervisor on March 11 2016 so was was it not affected then if I was in default

Business Response: Thank You for contacting Columbia Gas. I apologize for any inconvenience you have experienced.
Per our conversation 4/1/16, we will allow the Percentage of Income Payment Plan to remain as is pending your credit from Home Energy Assistance. I will follow up with you 4/19/16 to confirm the amount required to re-establish your payment plan. 
In the meantime, if anything changes I will contact you prior to 4/19/16. If you have additional questions or concerns please contact this office directly. Our phone is ###-###-####. We are available Monday- Friday, 8:00-5:00.

Thank You
Renee
Columbia Gas Of Ohio
Strategic Initiatives


4/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 3/23/2016 at or around 3:00 pm a representative from Columbia Gas parked outside of my apartment . When I went out to my garage to retrieve something, I greeted the gentleman who said he rang my door bell and left a notice of disconnect on my door since I didn't answer. I told him I did not hear the door bell (nor did any of the other 4 people who were in my apartment at the time). But I will gladly go pay the outstanding bill that I was not aware of and bring him back a confirmation number. He stated "its already off and its not my problem". I paid the bill via BillMatrix for Columbia Gas and called to have service restored. The call taker, Jose was very flippant on the phone when I tried to explain the situation. When he told me that "since it is after 12:30pm the service can not be restored until the next day, is that ok?" my reply was NO that is not ok, the service was disconnected well after 12:30pm which set me up to not have service until the next day. Jose informed me "if you would have paid your $133.01 bill on time you wouldn't have this problem." While I understand that paying the bill is my responsibly, it is unacceptable customer service to (1) be lied to by the agent who came to my house about ringing the door bell and since i didn't answer he proceeded with the disconnection (2) be without service until the next day after I paid for restoration and the outstanding bill within 10 minutes of the disconnection--and the agent still in the parking lot; and, (3) to have flippant responses from the person who is designated from your company to help me resolve an issue that I PAID for resolution. Unfortunately, living in an apartment community I do not have other alternatives than Columbia Gas for service. I have never had a good encounter with this company.

Desired Settlement: (1)I would like the reconnect fee of $52.00 paid to Columbia Gas refunded since they forced next day reconnection through their actions of disconnect after their established 12:30pm cut off. The refund is acceptable in the form of a bill-credit. (2) Improved training of their field agents when dealing with reasonable customers.

Business Response: Hello,

Records show a termination bill was sent out 2-25-16  for $133.01 with a termination date of 3-11-16.  We tried  to call Mr. **** on 3-8-16 but could only leave a message, so we mailed  out a 10 day notice the same day.
There was no response from the customer so an order went out to terminate on 3-23-16.  The collector will attempt to make contact with the customer prior to disconnection.  Service was terminated.
I apologize if the customer felt the agent was "flippant" I will pass this information on to the appropriate supervisor.

Unfortunately Mr. ****'s gas was turned off after 12:30 so he had to wait until the next day to get reconnected.

I do apologize that Mr. ****'s gas service was disconnected and he was inconvenienced,  however he was given ample time to make the payment or to contact our Customer Service to make payment arrangements.

Thank you

3/26/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a bill from Columbia gas on 3/11/2016 for $28.83 which covers the cost of the meter and includes $2.40 which is listed as "Standard Choice Offer" which I assume is for gas usage for a three day period from 3/1 through 3/4. My tenants left the condo and paid through 2/29/16. Since the bulling cycle starts on 3/5 and ends on 4/4, I was charged the "delivery charge" which amounts to about $25 of the $28 charge for the three day period. The previous owners were already charged the $25 for the cost of "delivery" for the period of 2/5 through 3/4. Now I have new tenants coming in on the 1st of April. When I get my (second) bill for service from 3/6 through 3/31 it will include another $25 for "delivery charge".When I called and spoke with an agent who took the company stance and said they could do nothing about it. When I continued, she put me in touch with a supervisor who 'politely' hung up on me and said there was nothing they could do and alluded that this was almost thievery. Now let's think about this for a minute - the prior tenants had paid $25 "delivery fee" for 2/5 through 2/29. I am being billed $25 "delivery fee" for 3/1 through 3/4. Count with me - that is $50 so far. Once I stop service on the 31st of March, I will again be billed for $25 "delivery fee" for 3/5 through 3/31. That is $75 so far. Once the new tenants come in they will be billed $25 "delivery fee" for the period of 4/1 through 4/4. Now we just hit $100 in delivery fees for the month of March. Arguable, most of $25 "delivery fee" will be for the month of February but this seems so unfair. Why can't it be pro-rated like other businesses do? Why can't the agents tell customers when their billing cycle starts and ends and what will happen with the duplication of the "delivery fee"? Why do you need to send a separate bill for the end of a cycle and not just include the 3 days in the full billing cycle? Please set the expectations so all are aware. It almost seems like you have set the billing cycles as such to collect this revenue and take advantage of an obvious loophole the PUC has create for you. As well, when I asked the agents how much of their time was spent with customers on the phone with this exact same issue - they said some days it was all they did. WOW, seems like the end is not justifying the mean? The obvious question on my mind is whether or not my monthly bill includes paying for your agent's phone time explaining something that is unnecessary to begin with? Someone is paying, and I am sure it is not Columbia Gas!!

Desired Settlement: I would like my final bill to reflect ONLY actual gas usage for the period of 3/5 through 3/31 and NOT include the "delivery charge" which I will have already paid for the month of March with my bill for the period of 3/1 through 3/5.

Business Response: Thank You for contacting us, the customer service charge covers Columbia Gas of Ohio's fixed costs for meter reading, billing and other services provided by the company that are not related to gas usage or the number of days in the billing period.  Columbia Gas incurs the same fixed costs every time it prepares a customer's bill, those charges will appear on each bill regardless if the billing is less than a month to cover the full cost of service. 
The ability for Columbia Gas to charge the full amount of the customer charge is provided within the company’s tariff issued by the Public Utility Commission of Ohio. 
As a courtesy, we will waive the service and delivery fee; however keep in mind this fee is not normally waived. For future reference, regardless of the number of days within the billing cycle this charge will remain as a part of your bill. 
Thank You 
Strategic Initiatives 
Columbia Gas of Ohio 

3/14/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had to get public assistance with my bill and since have been lied to and the company is trying to double charge me for a charge that has been paid when I call in I have been lied to and hung up on they have horrible customer service and management just tells you what you want to hear to get you off the phone

Desired Settlement: 52.00 fee to be removed it has been paid once.

Business Response: Thank You for your inquiry. We apologize for the inconvenience you have experienced. Effective 3/1/16 your PIPP Plus balance has been corrected. Currently you have a payment due in the amount of $89.00. The bill no longer reflects a balance due of $52.00 for the reconnect fee. As you indicated the reconnection fee was originally paid 9/23/15 in the form of Emergency Assistance. If you require further assistance or have additional inquiries you may contact this office directly. Our phone number is ###-###-####. We are available Monday- Friday, 8:00-5:00. Thank You Columbia Gas of Ohio 

3/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Columbia Gas is an extremely dishonest company. In dealing with this company, every time you talk to someone, you're told something different. When it's brought up what the last person said, you always hear, "They were incorrect". You never EVER get told the same thing by more than one person, always different. This issue has arisen because I am on PIPP. According to Columbia Gas, I'm not. According to Columbia Gas back in December, I requested my gas be turned off in June, which knocked me off pipp. This is incorrect. I was going to be moving, and tried to transfer service. The move was cancelled. Columbia Gas never bothered to notify their field rep, and my gas was shut off anyways. A complaint was filed with the public utility commission, and the response Columbia Gas sent is that I requested my gas be shut off according to their notes. If anyone were to compare Columbia Gas notes with the notes from Ohio Edison, the water company, AND the internet company, they would find that Columbia Gas modified their records. I was then told to get back on the PIPP program, I needed to pay the $52 disconnect fee. It was paid. When I called back a month later, I was told the last rep was incorrect, and I had to pay a new amount. I paid more money. I called back in the beginning of Feb and asked why I wasn't put back on PIPP. Columbia Gas stated that they didn't remove me from PIPP, and that the PIPP program was terminated and I had to contact the community action agency. Again, if records are checked with Ohio Edison, the electric company, this statement is falsified that Columbia Gas stated. I made an appointment at the Community Action agency about the PIPP, and PIPP told me I should be on it and everything looked fine, and they had sent a check to Columbia gas for a couple hundred dollars. I told PIPP that Columbia Gas said PIPP took me off and that I had to pay the full amount. PIPP then got on the phone with Columbia Gas, and with me standing there, I overheard Columbia Gas clearly state that I was removed from the PIPP program because I STOPPED PAYING MY MONTHLY PIPP PAYMENTS LAST WINTER AND SPRING. Now, 4 different stories, from 4 different reps, from Columbia Gas modifying their records to support what they are stating. All four stories conflict with the actual truth and reality. I was also told that I had to pay another $50 by 2/16/2016. I paid it, and I received a bill from Columbia Gas today, 2/20/2016 for over $200. My PIPP payment is suppose to be $10. Columbia Gas has been modifying their "records", changing their stories, lying to state government agencies in order to steal from me, a low income individual, whom qualifies for the lowest monthly payment available through the PIPP program. Columbia Gas has been refusing to honor this since Oct.

Desired Settlement: I EXPECT this to be corrected IMMEDIATELY. I expect to see my account placed back on PIPP, like it SHOULD HAVE BEEN ALL ALONG. I also expect a refund for the monies Columbia Gas has been stealing from me, while operating dishonestly and providing false testimony to government agencies to support their story, instead of the facts. Facts, of which, can be supported by comparing notes with all other utilities that I have, which would disprove anything Columbia Gas has been claiming and they clearly conflict 100%.

Business Response:

Hello,

Records show Mr ******** is not on PIPP payment plan.

On February 11, 2016 Community Action/**** called and was advised that pip default was $68.95.  This was to be paid prior to 2-15-16.  If not the amount would change.
Records show Mr. ******** paid $61.00 on 2-17-16.  Leaving a default balance of $7.95.
On 2-16-16 the account billed his $10 pip so he now owes $17.95 in PIPP default once he pays the $17.95 he will go back on PIP.  This amount needs to be paid before next billing- 3-16-16.
If its not paid the current bill will add to the default.

We did not receive any money from Community Action.

I apologize that Mr. ******** has been given wrong information.  I will go through the notes and phone calls and pass the errors to the appropriate departments.
I contacted Mr. ******** advising that he pay $17.95 either by the 3-2-16 due date or before 3-16-16 next billing.

Thank you

If you have any questions/concerns please contact me.

 

2/21/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We own several properties in town and occasionally have to put the gas service in our business name between tenants. Recently we had a property we put into our businesses name. When we received the first bill it was for $55.09 for 1 day of service which included a security deposit of $28.00. I immediately called to complain about the ridiculous bill. The customer service rep. that I talked to told me that they could move the 3ccf usage of gas into the next bill so that we did not have to pay the minimum delivery charge for one day. She also looked up the fact that our company had active properties that we have been paying the gas bills on for over three years and had a good payment history. Therefore she informed me that she believed I was correct and we should not have any security deposit. She told me that she could not remove it herself but that she would email the complaint to the correct department and that they should be able to remove the security deposit and they would get back to me. When I asked her if I should pay the amount due she said no just wait until a corrected invoice was sent. Almost a month later I had not heard anything so I called back. Nothing had been corrected on my bill. They told me that they would not fix anything on my bill. The customer service rep this time was very rude and gave me completely different information than the first time I called. She told me the 1 day billing was the minimum charge and they would not correct it and that under no circumstances could anyone remove the security deposit. She also seemed very confused by half of the questions that I asked her. I then asked to talk to a supervisor. I told him my complaint and he then did remove the security deposit and acted like he did me a big favor despite the fact that my company has an excellent payment history with them. He said there was no way to remove the billing for 1 day that the accounts are set to a fixed billing cycle and that I had to pay for the one day of service. When I asked why I was not informed that the cycle would end in one day he said that they do not give people that information and that I should have asked. He also informed me there were no notes on my account and that he had no record of me calling before on so unless I knew when I called he couldn't help me. I then hung up and found the exact date and time that I called so a few days later I called back. I found out that our new tenants had switched the gas into there names so this account was now closed. We had of course hit a new billing cycle and were 5 days into it so again minimum service fee from me and minimum service fee from my new tenant. I again asked to speak to a supervisor who said that the minimum service fees were set by the public utilities commission and that they had to charge them to each customer even if service was for 1 day. I think that this is absurd and that if that is the case customers should have to be informed of that when they are starting or stopping their service. I also inquired again as to why there was a security deposit on my account and why my company had two different profiles. He said that it was an error at some point and two different accounts were created and that I should make sure to tell them that this has happened next time I need to add another account to my business name. I asked if he could simple remove one of the accounts or link the two together so that this could not be an issue in the future. He told me they could not do that and that I would just have to make sure one stayed inactive long enough to delete itself. Again ridiculous that the company can make an error and create two accounts with the same business name and tax ID but they can't fix it and make it one account.

Desired Settlement: I would like a refund for one month of the minimum service charge which is somewhere around $25. I would also an explanation of this minimum monthly service charge and if it is indeed required to be there by the PUCO. If it was I also want to know if it was intended to be charged to two separate customers for the same address in the same month. I have seen numerous complaints against Columbia Gas for the exact same thing and have seen that refunds were given to customers for these fees. If that is the case why can't Columbia gas credit them before a customer has to complain to the Better Business Bureau. Finally I would like Columbia Gas to make sure that my company only has one account with them. It should not be up to me to make sure they are using the correct company profile for me because they accidentally created two, and since one only has closed accounts on it I am required to pay a Security deposit to the company despite the fact that I am currently paying hundreds of dollars to the company each month and am not late on any payments.

Business Response: Thank You for contacting us, the customer service charge covers Columbia Gas of Ohio's fixed costs for meter reading, billing and other services provided by the company that are not related to gas usage or the number of days in the billing period.  Columbia Gas incurs the same fixed costs every time it prepares a customer's bill, those charges will appear on each bill regardless if the billing is less than a month to cover the full cost of service. 
The ability for Columbia Gas to charge the full amount of the customer charge is provided within the company’s tariff issued by the Public Utility Commission of Ohio. 
As a courtesy, we have waived the service and delivery fee; however keep in mind this fee is not normally waived. A corrected bill has been issued reflecting the adjusted amount. For future reference, regardless of the number of days within the billing cycle this charge will remain as a part of your bill. 
If you have additional concerns please do not hesitate to contact this office. We are available Monday- Friday, 8:00-5:00. Our phone number is ###-###-####. 
Thank You 
Columbia Gas of Ohio 

Consumer Response: While I have received an invoice showing I will receive a refund (which I appreciate) I would still like to have the matter of having two separate business accounts with the same name resolved.  I would like there to be only one open account so that I do not have similar problems in the future with regards to Security Deposits.  The companies response to my complaint did not even mention this issue.

Business Response: Thank You for following up with our office. Per our phone conversation, we are unable to change the account number associated to the original Property Owner Agreement however if and when you need to initiate service simply reference the account number you would like associated. Any further concerns involving security deposits may be referred to this office for resolution. We apologize for the inconvenience. Calls associated with your concern were reviewed and submitted to each individual's direct report as a coaching opportunity.  Our phone number is ###-###-####. We are available Monday - Friday, 8:00-5:00. Please do not hesitate to reach out to this office if you have additional concerns.

Thank You
Columbia Gas of Ohio

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

2/16/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called on December to try to transfer my gas. There was a mix up with the addresses, once we figures the addresses out, we called back. Nothing was ever done. Now, they want me to pay 175 because it was disconnected. It was suppose to be transferred over. It was not. The lady I spoke to was also very rude.

Desired Settlement: Unspecified.

Business Response:

Thank You for your inquiry. We apologize for any inconvenience you have experienced.

Service has been established in your name for the address of **** ******** St. Bellaire, OH. The billing will be effective the original requested date of December 30, 2015.   

Please do not hesitate to contact this office if you have additional concerns. We are available Monday - Friday, 8:00-5:00.
Our phone number is ###-###-####.

Thank You

Columbia Gas of Ohio

2/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We relocated from Ohio to Texas in October 2015. Our home in Ohio sold in late November. I called and paid our final fuel bill on the closing date of the sale (11/24/15), and was verbally informed at that time that our Columbia Gas account was paid up and closed out. Then on 12/4/15 and 12/9/15, Columbia Gas auto-drafted 2 additional payments, although we did not owe them a balance. These 2 additional (and unauthorized!) payments over-drafted our Ohio checking account, resulting in a negative account balance and a $35 over-draft fee. We were in the process of closing that now unused, out-of-state checking account--which was then delayed by over a week, and it was a major inconvenience to manage from several states away. When I called Columbia Gas to inform to inform them to stop taking automatic payments, and to discuss getting refunded, their rep told me that the amounts they drafted were somehow just sitting in our closed account as a "credit". She placed me on hold, then came back and said there had been an error in their billing system and their auto-pay had not been deactivated for the account when it was closed. The rep said that they would refund the drafted amounts in a check by mail. I explained that we were also penalized with a $35 fee for their "error", and their rep then said that they would send an additional check for the $35 over-draft fee, as long as I could show proof of the fee. By their rep's instruction, and through their website, I submitted a screen shot of our bank statement showing the overdraft charge to our account. This was on or around 12/14/15. The check for the drafted amounts arrived about a week later, but the check for the $35 has still not arrived. I called again today for this refund status (2/2/16), and as of today the refund still has not even been issued, let alone mailed. I have called them weekly, and spoken with several agents and a manager. Every single person I have spoken with there has verbally taken responsibility for the error and the resulting fee, but it seems they are not willing to actually process a refund for it. I told them I would wait another week before calling again for status, but at this point, I am no longer willing to wait. I have already waited 7 full weeks for something that should have taken no more than 7 business days.

Desired Settlement: Seeking refund of $35 to cover the overdraft fee we incurred due to this company's error.

Business Response: Thank you for your inquiry. I apologize for the inconvenience you have experienced. Our records indicate a refund/reimbursement check in the amount of $35.00 has been issued. You should expect to receive it within 7-10 business days. 
If you have additional inquires please contact our office directly. We are available Monday - Friday, 8:00-5:00. Our phone number is ###-###-####. 

Thank You 
Columbia Gas Of Ohio 
Strategic Initiatives 

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

2/1/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Columbia Gas has been attempting to collect 28.53 from me for 6 months for non-payment. I have spoken with customer service manager in Pennsylvania (George) whose supervisor is Tracy to resolve this issue. They have been less than helpful during the process. I have submitted proof of payment from my bank online as they requested and they refuse to remove the collection notice. I spoke with customer service at the origination of the incident in September of 2015 and the representative said that it would be taken care of. Now still in January of 2016 I am still getting collection calls.

Desired Settlement: Correction on my credit report and billing adjustment to remove the outstanding balance (that has already been paid).

Business Response: Thank You for your inquiry. We apologize for any inconvenience you feel you have experienced. This issue has been resolved and the account recalled from the collection agency. Currently, your account reflects a zero balance. However you may want to confirm with your bank where the original payment was applied. We have no record of receiving it. If you have additional questions or concerns please contact our office Monday- Friday 8:00-5:00. Our phone number is ###-###-####. 

Thank You 
Columbia Gas Of Ohio 


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

2/1/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I moved into a new place on 11/13, before moving I received a packet of numbers to call to get my services turned on. One was Columbia Gas. After moving in, I had realized there is no gas in the unit so I called 11/16 to cancel. Since then I have called 5 times which they say they have resolved and there is still no solution. They are still taking money out of my account even after assuring me it's taken care of. I asked to speak to someone else to assure me that it's taken care of and was hung up on. This is unacceptable.

Desired Settlement: Apologies for the inconvenience and a SPEEDY refund! Not two months.

Business Response: ****** called and placed a connect order on 11/13/15, which was taken at
**** ***** ******** Av, not 1120 1/2 Mount Pleasant.  His address does not exist because he states he found it to be all electric.  He called on 11/16 asking to have svc taken out of his name, dc order was placed, acct *** finaled at that time.  States he only put svc in his name because lease said he had to put gas in his name.

The service was placed into the owner of record's name, who later called and said he no longer owned the property.  The account was not updated at that time, and went back into ******'s name again.

After getting this request, I spoke to ****** and he mentioned the new owner's name.  I went to the Franklin County Auditor webpage, and got their complete info.  I unbilled ****** everything, and he now has credits of
$26.57 and $53.56 being processed for refund.

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

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

1/26/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We moved into our new home last Spring, March 2015. It was a new home but no one had been living in it. So the Utility Bills were going to the builder, ********* Homes. Once the statements were forwarded to us at the house we contacted Columbia Gas by phone and mail telling them to change the billing address to our name and address. Statements continued to go to the builder. Again, repeatedly trying to contact Columbia Gas to have the address changed to our name and address we came home to a notice on the door in the Fall stating services would be shut off due to no pay. We NEVER received one phone call stating they had not received payment. We contacted the Gas Company and they acknowledged that they did indeed have the wrong address and proceeded to change it?? We paid approximately $150 to have the service reinstated and also paid the bill. We finally did receive a statement the next month and paid the bill on line. No notice or phone call stating they had not received payment. Our bank, ***** *****, confirmed payment had been sent out of our bank account. We since have received a statement from Columbia Gas stating the payment was not received and now an additional "security deposit" was owed. We then called Columbia Gas on January 9th. They did acknowledge an electronic payment was received but "appears to be lost in our system". They could not give us an answer as to where the payment was? I called Columbia Gas this morning and spoke with a supervisor. I am aware we owe the bill and am more than happy to pay it but I have a concern about an $81 "security deposit". I was told this is because we haven't paid the bill. I continued to state the fact that we have indeed paid the bill but that the company first of all had the wrong address and also had a payment that they can't seem to find. I am disputing the$81 security deposit. This company has acknowledged that first of all they had the wrong address even after us repeatedly trying to change it and make it right. Also Columbia Gas acknowledged that there was an electronic payment sent but they "can't seem to find it". Because it is Winter in Ohio our hands are tied and we are forced to pay this so our service is not shut off. We are not a security risk. I informed the Gas Company we are happy to pay the bill but have to have a statement sent to the correct address and also if an electronic payment is sent assume it is being applied to our bill. Please advise. This $81 security deposit, in my opinion, should not be applied. Thank you.

Desired Settlement: The $81 security deposit be removed.

Business Response: The security deposit has been waived at this time. Please be advised if the gas service is disconnected in the future for collection activity (non payment of the bill) a security deposit can be charged. Gladys HazelwoodAnalyst IIRegulated RevenueStrategic InitiativesColumbia Gas of Ohio1-800-272-5440ghazelwood@nisource.com

1/24/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: So I'm moving into a new home and I called Columbia Gas of Ohio (reffered to as CGO here after for convience.) The last time I had an account with them was winter 2008/09 when I lived at *** * **** Ave in Columbus. Half my room mates had moved mid winter without paying any bills and I never was able to catch up. Our gas was cut off and I moved out of the house that spring. I had expected to be owing something when I called, and asked about it right away. At first they said I would have to pay a 170 deposit and the remainder of my debt would be added to my monthly bill until it was paid off. Then they came back and said that actually the gas had been used illegally, and that if I wanted to start a new account, I would need to pay back the total owed, plus a host of new fees totalling out to around $800 upfront before anything happens. I have -- issues with this. 1. I did not, nor do I even have the ability to take gas from them without their consent. They're basically accusing me of stealing, which offends me. Also I'm simply too ignorant to be able to pull off the crime. I don't have the knowledge. I doubt I have the tools, and risk of fire seems like scary high. They control when the gas is off or on. I have no clue how to turn the gas line on or off. They certainly did turn it off when I failed to pay. We had to burn wood in the fireplace for two months. The pipes burst. My landlord was furious and we had to pay for a chimney inspection and new plumbing. Any gas I did use, they sold me. If I still owe on that, I'm here to pay for it. I refused to be called a crook or to pay extra as punishment for a crime I did not commit. 2. $800 upfront is just never going to happen. My paychecks aren't that big and this isn't my only bill.

Desired Settlement: Let's just settle on a number. They said my past due balance was about 600. It was a giant, old ,leaky house and that actually sounds believable for two months past due. 60 seconds earlier in the conversation, they we willing to open an account if I made a deposit of 170 and I think another 100 in fees. Since I did owe and let this linger for such a long time, I am willing to pay a higher deposit. Let's say 350 deposit plus the 100 in fees. So somewhere in the 450 ballpark and divide the remainder amongst my future bills.

Business Response: Thank You for contacting our office. Please contact the Executive Office directly for assistance with payment arrangements. We are available Monday- Friday, 8:00-5:00. Our phone number is ###-###-####. We look forward to helping you resolve your concern. 

Renee 
Columbia Gas Of Ohio 
Strategic Initiatives 

Consumer Response: Hi good folks at the BBB.
I think I've been behind keeping up with your messages due to al ack of home internet.  I just saw Colombia Gas response when I searched BBB in my inbox.
I will call them in a couple hours and probably hear back from them Monday.
Thanks!

1/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I requested a TWO DAY extension on paying my bill to avoid disconnection. It is January...and cold...and I have 2 kids. I was told the ONLY option I had was to call for public assistance. If I made an appointment for public assistance, then they would put a "hold" until money was received. However, in order for me to get money, I have to lose time at work. Then I create even FURTHER hardship because I have now lost wages because Columbia Gas woudn't give me 2 more days. TWO! I have been trying to get a different person on the phone for days. Unfortunately with it being a holiday weekend, I lost a day to connect with someone. I can't get a supervisor, help, or a freakin 2 days to pay my bill. Instead, they want me to loose pay all because their "computers" won't allow them to add a 2 day extension.

Desired Settlement: I would like for my gas to not get shut off on January 7, 2016.

Business Response: Thank You for contacting Columbia Gas Of Ohio. I apologize for the inconvenience you feel you have experienced.Please contact this office directly if you have concerns in the near future. Unfortunately, your gas service is currently turned off.  We can restore your service the same day provided the payment is made and receipt information reported prior to 12:30.  The option to reconnect service the same day is available to you for the next 10 business days. You may authorize a payment over the phone by contacting Bill M***** at 1-866-711-3698 or pay at a local authorized pay agent. In addition keep in mind you have the option to use a medical certificate if a need exists in the home. Simply contact our office with the doctor's name & fax number. Provided the certificate is returned prior to 3:30 PM we can restore service the same day. Our phone number is 1-800-272-5440, we are available Monday- Friday 8:00AM-5:00PM.Thank YouColumbia Gas Of OhioStrategic Initiatives

12/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have contact Columbia Gas multiple times, but to no avail. I cannot get anywhere. Likewise, I have never been able to speak to a manager. The problem is Columbia Gas has erroneously shut my gas off on 8/26/2015. I had left my place in July & will not return to next year. My bill is paid automatically; therefore, I was not aware of their billing error/bad record keeping. On 5/13/2015 I went to the ********* Association to re-verify for PIP Plus. I have the Application Report stating eligible. This information was called in to both ******** ******** ***** & Columbia Gas by the ********* Association. ******** ******** ***** confirmed receipt. Yet, Columbia Gas is stating otherwise & subsequently they have erroneously & ultimately shut off my gas.

Desired Settlement: Columbia Gas needs to correct my credit history, re-age & remove all adverse actions, re-apply the PIP Plus, & ensure that I still receive all arrearage-forgiveness on the anniversary date.

Business Response: I replied to Ms *******'s inquiry/complaint made through the PUCO.  Here is a copy of investigator's questions and my responses:

-Please explain the disconnection.  On every customer statement, the PIPP Plus anniversary date and Income reverification date is given.
Unfortunately Ms ******* was due to reverify in May 2015.  When she had not reverified by the end of her grace period, she was removed from PIPP on 7/28/2015.

-Please confirm the customer has auto-pay on the account.  She is not set up on Autopay through Columbia Gas, but may have arranged something through her bank.

-Please state what is required to restore service.  The customer needs to reverify PIPP eligibility, then can pay the PIPP default amount of $38.16 +
$52 reconnection fee = $90.16.

-Please confirm PIPP verification and amount.  Last reverified 5/14/2014, $10/month

I have no record of Ms ******* reverifying her PIPP this year.

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

Betsy - Columbia Gas of Ohio
Regulated Revenue

Consumer Response: I have re-verified this year via Ohio Benefits Bank.

Business Response:

11/30/2015 INQUIRY/COMPLAINT

1.  I have made the requested payment.  I had paid $101 via online banking,
on 11/23/2015.
Payment is guaranteed by the bank to arrive by/before 11/30/2015.
Payment confirmation:  ********, check#:  ********.
***** Payment still has not been received - 12/4/2015 *****

2.  I have applied for HEAP/PIP, as you know.  Likewise, I have made too
many attempts to
schedule an appointment with the ********* Association.  With all of my
due-diligence, I
have still gotten nowhere.
I have spoken to **** at the ODSA, your HEAP application was received, but
you did not include your last 90 days proof of income that shows Gross and
Net.  She states they do not accept W-2s.  She states if you fax her 90 day
pay stubs @ ###-###-####, Attn:****, she will process your HEAP
application once received.

3.  Why have you failed to offer PIP Graduate in the interim?  The PIP
Graduate does not
require an outside/3-party.  Why would you allow a bad situation (no heat
during crisis months)
to perpetuate?  Clearly you have the ability to offer better customer
service.
Grad PIPP wasn't offered as the gas service was off by the time you first
called on 9/23, therefore you weren't eligible for Grad PIPP.

4.  How is it that I have not been living at this residence since the end
of July; yet, your utility
bills show usage... not only after I was no longer there, but also after
you had disconnected the
service?  After July 31 the usage should show ZERO.
(Embedded image moved to file: pic25200.gif)
Although no one is home, the pilots on your water heater and furnace still
use gas.  As you can see, your usage definitely drops well below normal.

You disconnected the service on/around 8/6/2015.  So how can there be any
usage after that?  Please explain why there is usage owed after both of
these dates.
There has been no gas used from the time we turned it off on 8/26/2015.
The read on 8/26 was 1202, the read on 12/2 was 1202

12/01/2015 INQUIRY/COMPLAINT

Columbia Gas had me waiting in a cold apartment for 15 hours:  I cannot do
this again!  I called the
office & it was closed.  I had absolutely no way to communicate with the
company on Sunday.  The
tech came to the outside door only; there are 4 apartments inside.
The appointment scheduled on 11/25 was approved to be worked on Sunday
11/29, between 8am and 11:30pm.  A call ahead was offered, but refused.  On
Sunday 11/29 our service tech was there at noon, no one answered the door.
When the order was rescheduled we learned that there is a secured door to
the building that we needed a code for access to the 4 apartments in the
building.  Once this information was added to the order instructions, we
were able to restore service.

The payment came out of my account on 11/23/2015:  BILL PAY:COLUMBI ******
******** -
CHECK PAYMENT SENT - 101.00.
The payment still has not posted, and I have checked with our cash team to
see if there was a payment for $101 in limbo due to missing or incorrect
account information.  I was told that we need a statement from the bank in
order to properly research the payment.  I had asked for this when we spoke
on 12/1/2015.  I sent an e-mail to ******@gmail.com on 12/1 @ 5:10pm:
Please fax me a copy of the bank transaction for the $101 payment.  It may
have posted to a wrong account number, as it has not yet posted to yours.

Thank you in advance for your prompt response.

Cordially,
Betsy - Columbia Gas of Ohio
Hotline - ###-###-####
Fax - ###-###-####
Nothing received.

To my understanding the reconnect takes place outside of my apartment.
Therefore, I should not have
to be home.  Columbia Gas is not being as helpful as they can be. This gas
should be turned back on
by now.  Again, they are perpetuating a bad situation.  Columbia Gas
continues to say they haven't
received this or that, yet my proof/documentation shows otherwise.
In order to restore service, we have to have access to all gas appliances,
such as furnace and thermostat, and water heater.  Before turning gas on at
the meter, we first turn all the shut off valves to the gas appliances,
then test the service and house lines, and if no leaks, turn gas on at the
meter.  We then come back in and test the appliances for leak and safety
before lighting the pilots.


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

11/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Gas was scheduled for connection. Didn't happen. No communication. No explanation. I called and was lied to.as to the reasons, to the point that it was clear the tech never even was here. Customer service refused to.address my complaint.

Desired Settlement: They need to turn on the gas before midnight as they agreed to do.

Business Response: Thank You for your inquiry, our records indicate your gas service was restored 11/13/15. We apologize for any inconvenience you feel you have experienced. 
We were unable to complete your order on the originally requested date 11/11/15; due to an unrestrained animal in the upper portion of the home.  The service technician may use his or her own discretion in situations they feel are unsafe. 
Customers are advised in order to reconnect service we require access to all gas appliances as well as the thermostat in order to complete all safety checks and relight appliances. 
In an attempt to accommodate you; the order was rescheduled for 2 business days out rather than our normal 3 business days. 
If you have additional questions or concerns please contact our office Monday - Friday, 800-500. Our phone number is 1-800-272-5440. 

Thank You 

Columbia Gas Of Ohio 

Strategic Initiatives

Consumer Response: it addresses none of my complaints. First, the unrestrained dog is a lie. It's fiction. It simply isn't true. Second the customer service I received was unacceptably and unwilling to resolve their error. Making mefforts wait two instead of three days due to their error is unacceptable. Not allowing me to speak to, identify, or confront the lying technician, and not having a supervisor call me as promised is also unacceptable. I was treated with contempt instead of as a valued customer. Some acknowledgment will be necessary. 

Business Response: Your request to speak with a Service Supervisor has been escalated. You should anticipate a return phone call within the next 48-72 hours. Additionally in a good faith effort we will apply a customer relations credit to your balance. 
Again, we apologize for any inconvenience you feel you have experienced. 
Please contact our office Monday - Friday at ###-###-####, 8:00-5:00 if you have additional concerns. 

Thank You 

Columbia Gas Of Ohio 

Strategic Initiatives

11/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been without Gas since Tuesday/Wednesday. I had not paid my bill due to a discrepancy with my Automatic Bill Pay. I was unaware that when I completed the form online with their representative that it could be denied. That was the long and short of that. I then paid the bill in full on Wednesday and requested it be turned on. They came out after 6 PM on my request to find that the rental office is closed and they couldn't get down into the basement. I understood that. The Columbia Gas technician said to call the Rental office at Eden Springs and to allow him access for the next 24 hours to the home and basement to get the meter turned on. I call the rental office and they have record of me giving permission to allow him in. He comes while I am at work on Friday and leaves a note saying that they did not let him gain access to the home. I brought that claim to the rental office which they denied vehemently. I called Columbia Gas again to get it rescheduled. The lady said normally they would make me wait 5 days to get it turned back on, but since it wasn't my fault she would send someone out Monday between 8AM and 11:30PM. I told the lady that the Technician needs to be there during the rental office's business hours of 9AM to 6PM or he can't gain access. She said she couldn't help make sure that he was there during those times. The rental office is unwilling to work with me on timing. I just need the Technician to come out during business hours of the rental office. I also think how they have treated me has been utterly more than poor as it took a phone call to PUCO to get them to come out at a time after work. Which I found out I could just have the rental office let the technician into my home.

Desired Settlement: I would just like not to be charged a reconnect fee as when I set up Automatic Bill payment the first time with the Columbia Gas representative promised me that everything was in order and I would no longer need to make manual payments. Not only did he lie, me and my girlfriend have been living in my home where it has been less that 50 degrees Fahrenheit and both are showing signs of illness. They are also attempting to charge me with a Security Deposit which seems extremely unfair given the circumstances. I have done everything in my power to make sure that it was paid. If that can't be done, I just need to know that they will work with me and the rental office to get my Gas on. My family can not live like this. Thank you for your time in this matter. I truly hope it gets resolved.

Business Response:

Thank You for your inquiry. Our records indicate you are scheduled for reconnection of service effective today. Arrangements were made for the technician to contact the rental office for access from 9:00-6:00. 

Although we cannot guarantee an appointment time if there is no availability; we make every attempt to accommodate our customers. 

Requirements when services are terminated due to nonpayment include a $52.00 reconnection fee and a security deposit if not previously requested. The reconnection is nonrefundable. We will refund the security deposit after 12 months of positive payment history along with any interest accrued. 

If you have additional questions you may contact this office directly. We are available Monday - Friday, 8:00-5:00. Our phone number is ###-###-####. 

Thank You 

Columbia Gas Of Ohio 

Strategic Initiatives 


Strategic Initiatives

11/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a scheduled turn on, when the technition came ,he refused to turn on my gas stating that my son was not 18. Which caused me to have to go without hot water for 10 days later. Who is he to say my childs age. I AM LOOKING FOR A NEW GAS SUPPLIER, VERY ANGRY..

Desired Settlement: To have my services, restored assp.

Business Response: Thank You for your inquiry. Our records indicate your reconnection order has been rescheduled for Thursday 11/12/15. We have availability to reschedule your order for Tuesday 11/10/15. 
Our service technicians have the option to exercise discretion with regard to entering a dwelling. We require an individual over the age of 18 to provide access and may ask for identification confirming age. 
In review of the original call and information documented by the service technician your reconnection of service was handled appropriately. 
If you would like to reschedule your reconnection for 11/10/15 please contact this office directly at ###-###-####. We are available Monday- Friday, 8:00-5:00. 

Thank You 

Columbia Gas Of Ohio 

Strategic Initiatives

Consumer Response: Dear Maam, Sir, my problem with Columbia Gas has been resolved, Thank You!

11/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently bought a house, and immediately contacted Columbia Gas for my gas service. Today, they shut off my gas because the previous owner failed to pay there bill. I was not given a warning about this at all. Apparently, they did not finish the process of converting the bill over to my name. This is why they shut off my gas. When I called, they acknowledged their mistake, and told me they would turn the gas on. However, it is going to take them several days to do so. I have a pregnant girlfriend who lives with me, and they are forcing us to live in the cold for a mistake they made. They refused to send personnel out to the house to turn on the gas. This process would only take someone about 10 minutes to complete. Furthermore, the person I spoke to (her name is Patty; employee ID # ****) was completely unsympathetic to the situation, and just did not care. I have never been so disrespected in my entire life. Forcing people to live in the cold (my home is heated by gas) is unacceptable, especially since it was their mistake that caused this situation. If you have the opportunity to go with a different gas company other than Columbia Gas of Ohio I advise you go with the other service!

Desired Settlement: Send someone out to my house immediately!

Business Response: Thank You for your inquiry. We apologize for any inconvenience you feel you have experienced. Our records indicate gas service was restored to your address 10/23/15. 
As a courtesy a credit has been applied to your first billing. 
If you have additional questions or concerns please contact our office Monday- Friday , 8:00-5:00. Our phone number is ###-###-####.   

Columbia Gas Of Ohio 
Strategic Initiatives

11/8/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Columbia gas shut off gas service to my home on 10/20/15. I found out, when I arrived home from work from a business meeting and there was a note on my door, that any neighbor or person would be able to read openly - violating my privacy to the issue. In addition, they state that they sent me notice with my bill (which I did not receive) and that they also called and left a message. There is no message left on any phone I have and I am furious that I am out of service, with no time frame for them to turn it back on - just sometime today is the best answer I can get. I am missing work as a result of this. If I received a phone call - like any other utility service provides - I would have paid immediately. We were cold last night and it is cold in my home today. Additionally, we were unable to cook dinner as my stove is gas. I want to be reimbursed the meal I had to order out, the reconnection fee of $52 and for my loss of work, I am outside sales and paid commission - I am missing sales appointments as I wait for them to show up. Their records are false in stating a message was left for me - and they did not give notice to this shut off. Completely unacceptable.

Desired Settlement: I want to be reimbursed the meal I had to order out, the reconnection fee of $52 and for my loss of work, I am outside sales and paid commission - I am missing sales appointments as I wait for them to show up. Their records are false in stating a message was left for me - and they did not give notice to this shut off.

Business Response: Thank You for your inquiry. Our records indicate your service was restored 10/21/15. We apologize for any inconvenience you feel you have experienced, however based on the information provided proper procedure was followed regarding your account. We included a termination notice in the billing issued 9/29/15, advising you to contact our office on or before 10/15/15 to avoid interruption of service.  Our records do not reflect contact from you to establish payment arrangements or to request an extension on the termination notice. A reimbursement or credit to the bill will not be applied at this time. 
If you have additional questions please contact our office directly. We are available Monday- Friday, 8:00-5:00. Our phone number is ###-###-####. 

Thank You 

Columbia Gas Of Ohio 
Strategic Initiatives

10/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have been part of a project to get a home gas line since April of this year. Our project # *****. We have done everything we are supposed to do and still do not have gas. Our heat pump went out in the spring, and when we found out we would be getting a gas line we opted for a gas furnace, with fall nearby we need to make sure we have gas for heat. My wife called in the summer and was told in 2-3 weeks the line would be put in, I sent an email last week that has not been returned. Our neighbor, ***** ******, who has been spear-heading the project says they will not give dates in writing. Please help us get Columbia Gas to fulfill their obligation in a reasonable time frame.

Desired Settlement: Have Columbia Gas add gas line to our house

Business Response: This is an electric conversion project where The New Business Representative was collecting signed performance commitments to determine the interest. The project has been approved and the Representative will move forward with mainline installation to serve ****** Road and ****** Place. The New Business Representative has contacted Mr.**** and explained the  details. Mr **** asked that the representative to send an email to his home to coordinate the consult order. 





Gladys Hazelwood
Analyst II
Regulated Revenue
Strategic Initiatives
Columbia Gas of Ohio
1-800-272-5440
ghazelwood@nisource.com

Business Response: MR **** HAS BEEN WORKING WITH THE NEW BUSINESS REPRESENTATIVE TO 
ESTABLISH SERVICE ALONG WITH *** ****** PLACE---THE MAINLINE WILL NEED 
TO BE INSTALLED AND NEW BUSINESS REPRESENTATIVE IS WORKING TO GET THIS 
CONVERSION PROJECT COMPLETED.                                           



10/20/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I am having trouble getting Columbia Gas to turn on my service after I have moved.

Desired Settlement: Not sure just venting my feeling on the matter.

Business Response: Thank You, for your inquiry. Our records indicate gas service is currently off to the property due to existing house line leakage. For safety reasons, we are unable to connect service until repairs are complete. It is the responsibility of the property owner to secure a qualified contractor to complete the repair. Please notify our office if repairs are complete. A representative will schedule a connection order for the next business day. We will schedule for the same day based on availability.Our Customer Contact Center can be reached Monday - Friday 7:00AM -7:00PM. Their phone number is ###-###-####.Columbia Gas Of Ohio Strategic Initiatives

10/12/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recently purchased a rental property and transferred the Gas service into my name. The property set vacant from 8/18/15 - 9/28/15. I finally received my bill when I placed a tenant and the service was transferred out of my name. I called and spoke with customer service when I received a bill for $78.13. I was billed for three separate billing periods from 8/18/15 - 9/28/15. 8/18/15 - 8/21/15 - $25.74 8/22/15 - 9/21/15 - $26.65 9/22/15 - 9/28/15 - $25.74 I understand the second billing period of $26.65, but I should not have to pay for an entire month of service for the first period of three days and the second period of six days. This is not good business practice and consumers should not be treated this way. I have never heard of a business billing this way and the only reason Columbia Gas can get away with it is because they are a utility. I should not have to plan placing tenants around the gas companies billing periods.

Desired Settlement: I want a prorated refund for the first and third billing periods.

Business Response:

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

As a courtesy, we will waive one of the billings associated with the customer minimum charge; however keep in mind this fee is not normally waived. For future reference, regardless of the number of days within the billing cycle this charge will remain as a part of your bill. 
Thank You 

***** 
Strategic Initiatives 
Columbia Gas of Ohio 

Consumer Response: this is bad business practice.  No other utility company bills in this manner.  Columbia Gas is the only option in Columbus, and they are taking advantage of the lack of a competitor for a customer to turn to.  I should not have to place tenants into units around Columbia Gas's billing periods.  It's not fair to me or the tenants.

10/11/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I filed a complaint with PUCO on 4/1/15 regarding difficulty getting gas service to my address. I dropped the issue after NiSource/Columbia Gas contacted me and said they would arrange for service for myself and 10-12 other neighbors on ****** Pl. and adjoining streets. THAT WAS SIX MONTHS AGO. I personally recruited the additional new customers for the gas company and have been assured week after week that the project "will start soon." Various excuses have been made most having to do with paperwork which we all have complied with. What does it take to get service started? Can your office exert any influence to get this project started? We have been told by the Columbia Gas project manager on this project that it must be started soon as a Nov. 1 deadline is when all projects must be completed before the winter season gets here. A new line was installed to a home within two doors of one of the requested locations in our project (Project No. ***** . Why this resident and not the rest of us? The owner said she called the Better Business Bureau and after that a Columbia contractor showed up. Not good customer service for her either as she had waited six months as well for service and as of today she does not have her gas meter installed, i.e. no gas service! My contact info is below: Representative, New Business Services Columbia Gas of Ohio, Kentucky 290 Nationwide Blvd Columbus, Ohio 43215 1-800-440-6111 Ext. **** (Fax) 1-866-213-4377 **********@nisource.com They have small children I checked the box that says this involves a health issue because one of the homes to be services is without heat right now and needs the gas service installed asap. They have small children in the home. Thanks for your prompt attention to this matter. Call or email me for additional information.

Desired Settlement: Get the gas line installed to the homes ****** Ave. and ****** Place as committed to and email and phone communications from Columbia representative.

Business Response: This was an electric conversion project where The New Business Representative was collecting signed performance commitments to determine the interest. The project has been approved and the Representative will move forward with mainline installation. The New Business Representative has contacted Mr ****** and advised that a consult order has been scheduled for October 5, 2015. The consult order will determine the meter location, length of customer service line and any obstructions in the area. The New Business Representative has explained the project details.   

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

Complaint: I have been working with Columbia Gas since May of 2015. in May of 2015 I moved to a new address, and I tried to get the new address switched to my name as far as the gas bill is concerned. when I called columbia gas I was informed that someone under my SSN number said they were me from 2007-2008, and I owed a balance of $874. columbia gas said I could not get the transfer of service til I paid previous balance. I informed them this was a case of identity theft and I did not do previous bill, I sent over paperwork Columbia Gas wanted from me but they said it was not sufficient enough because it did not go back to the year of 2007. I informed Columbia gas my bank statements could not go as far back as 2007 because chase disgards information if it is 7 years or older. however, columbia gas did receive bank statements from 2008 showing I was located at another address at the time they claimed I was somewhere else. talked with a supervisor, she was no help. and now I am without gas and have cold water because Columbia Gas refuses to work with me for something I did not do.

Desired Settlement: Columbia gas needs to drop this identity theft charge they have on my account right now and allow me to transfer the service so I can have gas and warm water. I should not have to be punished for something I did not do back in 2007-2008.

Business Response: A bad debt affidavit was provided. The customer will need to provide bank statements or bills with her name and the mailing address during the time line of the old billing from June 26, 2007 to June 24, 2008. 

Consumer Response: bank statements have already been given to Columbia Gas for the year January of 2008-June of 2008. I cannot provide bank statements for the year of June 2007-December of 2007 because Chase no longer has those documents on file. if it is seven years or older Chase gets rid of the information so Columbia Gas is asking for the impossible because those documents are no longer available to obtain.

Consumer Response: I do not have any bills in my name going all the way back from 2007. that information has been shredded, is there any other information I can give Columbia Gas to prove this was a case or identity theft. will a police report work showing this was not me back in 2007?

Business Response:

If you are disputing the billing you will need to provide the following information: 

1.Copy of a dated least at the address where you lived. 
2.Payroll stuff from the time period showing the street address where you lived. 
3.Bank Statement from that time period showing the street address where you lived. 
4.Other official documents that have your name and street address shown and are dated during the period the bill was incurred. 


If you are trying to establish service at a new address, you can pay $175.00 on the old bill until you are able to provide the information above. The balance will be transferred to your new address until proper information has been provided to relieve you of the debt. 



10/5/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am in the process of moving and called Columbia Gas of OH on 08/24/15 to schedule an appointment for new service connection. They scheduled me on 09/09/15 and conveniently it wasn't disclosed that the billing cycle ends in 3 days! I received a bill today to pay for the monthly charge ($25.74) only for "having" the service for the 3 days even though we didn't use any service. I contacted Columbia Gas of OH and requested that they review the phone call and my situation which they declined and insisted that they have addressed the issue and there was nothing further that they can do. We are fixing up the plumbing issues with the property which are still preventing us from moving in until the end of the month which means that I will get billed again for "being a customer". This situation is completely unacceptable!

Desired Settlement: I would like the bill to be waived.

Business Response:

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

The ability for Columbia Gas to charge the full amount of the customer charge is provided within the company’s tariff issued by the Public Utility Commission of Ohio. 
As a courtesy, we will waive the service and delivery fee; however keep in mind this fee is not normally waived. For future reference, regardless of the number of days within the billing cycle this charge will remain as a part of your bill. 
Thank You 
Strategic Initiatives 
Columbia Gas of Ohio 

10/3/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have a house I rented out I had tenant call in to change billing an it was 5 days after they stopped billing cycle so they charged me a 25.74 fee for service and it shows I didn't even use any gas in those 5 days.I called them with no satisfaction and they said they will charge rentor the same fee for the same month, which I think is uncalled for....

Desired Settlement: Discount my bill of 25.74

Business Response: Please see the information below. 

The minimum customer charge has been adjusted and a corrected bill sent. The customer has a zero balance 

9/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Columbia gas charges a flat fee for distribution of services no matter the days of service. They do not prorate these charges even on final bills; and charge both parties the same fee for the same month. Therefore they are double dipping the same money from two separate people.

Desired Settlement: I would like the services fees on my bill and all other customers based on days of service. I would also like to have it show that i have paid all my bills and this discrepancy not to show up on my credit report.

Business Response: Please see the complaint information below. 


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


9/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a bill from Columbia gas on 8-6-15 for $25 dollars which covers the cost of the meter and I had 0$ in gas use. The previous owners were already charged the $25 for the cost of meter for the 21st of July to the 1st of August. A standard pay period runs from the 6th of the month to the 21st of the month. Columbia gas is charging me again for the meter, when they had already previously been paid. They are trying to tell me that I again owe $25 for the 5 days that I was in the apartment, when they have already received the same amount of money from the previous owner. They are getting paid double for the same meter only because I put my name on the bill starting august 1st, and that isn't right. I spoke with Brandy the manager on 9-8-15 at 10:45am about the issue and she was extremely rude to me and would help me under no circumstances. It would make sense that because the previous owner was not paying for the full pay period that they pay a prorated rate, and I would also pay a prorated rate for only being in the apartment for 5 days, but Brandy said "under no circumstances will they prorate". But they will in fact charge double for the same meter, that if one person had the bill for that pay period they would only pay once. They are getting money from me for something that was already paid for by the previous owner, and that is not okay.

Desired Settlement: I would like a refund for the bill I had already paid because the previous owner had already paid the standard price for the meter, or I would like a prorated rate for the 5 days that I was in the apartment. I however do not think it is fair that Columbia gas is receiving two payments for the same meter and same services only because the name on the account want changed over 3/4 into the payment period.

Business Response:

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

The ability for Columbia Gas to charge the full amount of the customer charge is provided within the company’s tariff issued by the Public Utility Commission of Ohio. 
As a courtesy, we will waive the service and delivery fee; however keep in mind this fee is not normally waived. For future reference, regardless of the number of days within the billing cycle this charge will remain as a part of your bill. 

Thank You 

Consumer Response: I reviewed the response made by the business in reference to complaint ID ********, and find the resolution is satisfactory to me. I would just like to ensure that because this service and delivery has already been paid for on 8-17-15, for August 1-5th, that I will be reimbursed this money. 

9/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 8/5/15 our gas was shut off for non payment, i paid my bill and reconnection fee promptly and was told the workman would be out the next day (could be anytime during day so to stay home). I sat in my house waiting till 6 pm that evening and nothing, finally preceeded to get something to eat. I called the next day and was told the workman called at 6:03 pm and it was my tough luck that i had to now wait 6 days to have another workman come out. 6 days later a workman comes and refuses to turn on my gas stating my set up is all wrong. I have had columbia gas at my residence for 10 years and have had countless workman in and out over the years and not one of their workers blinked and eye about our set up. We just had a gas man here 4 months ago to turn us back on and he did not say anything was wrong with our set up and the installers for our gas water heater never stated our set up was wrong, How can we have gas here for 10 years from Columbia Gas and now not be set up right. The workman stated that he would lie on the form and say we were not turned on for leak so we could hire someone to change our set up. Im not sure why he wouldnt just state what he told us if it was a regulation we were breaking. I dont believe any of this, I believe we were harrassed and treated badly for being in our situation.

Desired Settlement: I would like the gas service i have enjoyed for 10 years back. One workman from that business has ruined an overall great opinion i had. This is the first time they have been so rude, like a customer just didnt matter at all to them. I was pretty much called a liar when i said they did not call the first time during what they call their business hours.

Business Response:

Please see the information below 

Per the service technicians remarks, the water heater will need a shut off valve installed. Please contact Columbia Gas to reconnect the service after the valve has been installed. 

Business Response: A voice mail message was left at 11:10 am on August 27th to advise on getting service turned on. As of today, a returned phone call has not been made. 



9/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

On Thursday August 20, 2015, my husband and I went to cook dinner only to find out that we had no gas. I am a stay at home mother and no one ever came to my door to notify me of a pending disconnection, as well we have camera recordings from the day that show no one had come to my door. According to the Office of Ohio Consumers' Counsel "The electric or natural gas company must attempt to contact you before disconnection. The representative from the company may be able to accept payment at that time. If you are not home, a written notice must be left in a visible location prior to disconnecting service."

ttp://www.occ.ohio.gov/publications/assistance_programs/Energy_Disconnection_and_Reconnection.pdf. Upon realizing that there was no gas, my husband and I double checked to see if a notice was left only to find none. Columbia Gas of Ohio failed to follow procedure by not making contact with me or leaving notification before disconnection. I never received notification of any termination or phone calls stating that they were going to terminate service. Although Columbia Gas of Ohio says they sent notice on August 5th that a bill was due on August 19. The Office of Ohio Consumers' Counsel states "You have at least 14 days to pay each month’s bill. If payment is not received by the time the next bill is generated, the company may begin the disconnection process."

ttp://www.occ.ohio.gov/publications/assistance_programs/Energy_Disconnection_and_Reconnection.pdf. If payment was due on August 19 and services were disconnected on August 20, columbia Gas of Ohio failed to provide fourteen days for payment. I spoke with a customer service representative on August 20 who than sent me to a supervisor, neither of which were willing to work with me. On August 21, I spoke with another representative who would not make arrangements and I informed her that my son suffers from psoriasis and my daughter from horrible eczema, but instead she claimed she would have a supervisor contact me, I received no call from a supervisor. On August 22, I spoke with both a representative and a supervisor neither of which were helpful in setting up an arrangement to get services reconnected even after notifying them that they were in breach of Ohio code. The supervisor told me that the code only applies in winter months and they were going by their protocol. I am appalled at hearing them say Ohio code does not matter regardless if they are conducting business in the state. The supervisor refused to allow me to speak with her superior and hung up on me. Had I had any knowledge that my service was going to be terminated I would have made arrangements prior to a disconnect. Without gas my home does not have hot water. Due to my children's skin issues they need bathes frequently or their psoriasis and eczema become uncontrollable.

Desired Settlement: I am asking that Columbia Gas of Ohio reconnect my services and remove the $52 re connection fee, as well as a month payment as compensation for the trouble that the company is causing my family.

Business Response: Thank You for your inquiry. I apologize for the inconvenience you feel you have experienced. Our records indicate a termination notice was sent to the property 8/5/2015. The notice quoted a due date of 8/19/15 and explained service would be terminated anytime on or after 8/20/15. Additionally a voicemail message was left in an attempt to establish arrangements and to serve as a reminder of the termination notice 8/17/15. Ample time was provided, taking into consideration the most recent payment on the account was dated 6/4/15. You stated in your concern you have two children that suffer with medical issues. Please keep in mind for future reference we offer the option of using a medical certificate for the purpose of extending a termination notice for 30 calendar days. Simply contact our office for guidance on that process. We are available Monday-Friday, 8:00-5:00. Our phone number is ###-###-####. Thank You Columbia Gas Of Ohio Strategic Initiatives

9/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Service was disconnected due to past due balance. Called to reconnect service after it had been paid, and they could not give us a time window they just said anywhere from 8:00 am - 11:30 pm. On Friday the 21st they did not call till 11:15 and my wife's phone went to Voice Mail. So they did not come out to reconnect service. They didn't even bother on calling the number on the account which is my number. So when I called this morning the 24th, they said they could not come out till Friday the 28th. They had nothing before that, and she wouldn't overbook them to come out. So now we are going without hot water for a week which I think is ridiculous. If this would have been winter would they have let their customer freeze?

Desired Settlement: I would like it be known that their Customer Service sucks. Our entire apartment is Gas so we can't feed ourselves till this is fixed. I would like the service restored ASAP.

Business Response:

Thank You for your inquiry. Our records indicate your gas service was restored 8/25/2015, 3 days prior to the date available in order scheduling. It is our process when an appointment has been missed that the order is rescheduled for 5 business days out. Additionally the service technician called two phone numbers as a courtesy. Generally the service technician will make two attempts to one phone number. In review of the calls associated with this account, notations on the account and notations from the service technician we have found proper procedure was followed. Thank You 

Columbia Gas Of Ohio 

Strategic Initiatives 

9/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently moved to a condo where there is no gas service at time of move in but the pipe is owned by Columbia Gas. So I requested to turn on the service. My wife took one day off to stay at home and wait for the technician to come. It turned out the technician did not bother ring the door bell or knock the door but left a notice "we missed you". Five minutes later my wife discovered the notice when she opened the door for the new furniture delivery (the delivery staff apparently have no problem to signal their arrival). I called Columbia Gas and filed a complaint and it turned out I have to wait for another week without hot water in my condo. Now I have to bring my entire family, including pregnant wife, to my previous apartment to take a shower every day. This is complete nonsense.

Desired Settlement: I want to have the service turned on as soon as possible. I don't want to hear words like "no appointment available until next week". Why do I have to take the consequence when it is apparently not my fault!

Business Response:

Thank You for your inquiry. We apologize for the inconvenience you feel you have experienced. Our records indicate a connection of gas service was completed on August 25, 2015. It is our policy if an appointment is missed, to reschedule the customer for the earliest date available or a maximum of 5 days. 

Although the situation was handled correctly; as a courtesy we will credit your first billing in the amount of $50.00 

For additional questions or concerns please contact our office at ###-###-####. We are available Monday-Friday, 8:00-5:00. 


Thank You 
Columbia Gas Of Ohio 
Strategic Initiatives

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

Complaint: I am requesting a resolution to my account. They are requesting me to pay over $800 on my account and not allowing me to get set up on another payment plan. If I do not have over $800 now I will not have it in the future if they turn it off. I just had to get a new engine in my car and needed to help pay funeral cost for a loved one. I will be getting paid on Friday and can make a payment to my account but I cannot make a $800 or more payment. I really need help with getting this resolved. I cannot afford to have my gas turned off again.

Desired Settlement: I would really like to get reset back up on a payment plan. I cannot afford to pay over $800 to keep my service on.

Business Response: Thank You for your inquiry. Our records indicate the customer spoke to a representative from this office August 19,2015. Gas service was restored on that date. In addition a monthly payment plan of $210.00 a month was also established. If there are additional questions or concerns the customer can call this office directly. Our phone number is ###-###-####. We are available Monday-Friday 8:00 to 5:00. 

9/1/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I have been trying to get gas service terminated @ **** **** St. for 3 months. They stated 30-45 business days. It is now 60+ business days. I have a new house on order and I cannot demo this house until Columbia shut's off the gas and removes the meter. I have called numerous times and each time they state someone will call me. No one ever calls.

Desired Settlement: I need this service terminated within 14 days or I will be subject to holding penalties. I may have to cancel house order all together.

Business Response: Per the scheduler, a crew has been assigned to abandon the customer service line, weather permitting, by the end of next week. 

Consumer Response: Dear BBB,

I got caught by surprise that the complaint was closed out.  Columbia Gas is clever to respond that they will remedy the matter at a point in the future. There complaint stated it would be done "by the end of next week".  I did not respond as I was going to give them the benefit of the doubt as it was the closest I've been to getting an actual commitment for service.  I had been given the run around 5 times prior to filing the compliant with BBB.  Well, they did not make good on their promise again and the work has not been completed. I would like you to re-open this case until it is resolved.  

Thank you.

Business Response: The crew has advised that line has been abandoned as of August 18, 2015. 

8/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recently signed up for Columbia Gas of Ohio and had to schedule a date of installation to receive the reference number required by my apartment. However, due to circumstances beyond my control, I was unable to move into the apartment and transferred my service to a new unit. I was then billed $25.74 for the old apartment I never moved into because of a "standard" fee. When I contacted customer service twice, they were unsympathetic and no one could help me because it was out of their authority to provide any credits. What is MOST upsetting, however, is that I had to start service at my NEW apartment the last day of the month (because the 1st was a Saturday and they don't do any work on the weekend) so I was charged an ADDITIONAL $25.74 for ONE day of service. That puts the total amount I was charged for service in a few days period at over $50. That is completely unacceptable when my meter shows I used NO gas for either bill. I am a struggling college student and have never experienced a company that has cared so poorly for its customers. I would have gone without the gas "service" I am not even using for that one day if I would have known I would be charged that amount. It does not cost that much for meter reading and billing; I have lived in other states where the maximum a company was allowed to charge was $5. Additionally, the standard fee should be made transparent when someone signs up (which you are forced to do over the phone) and the representative should have not ENCOURAGED me to sign up the last day of the month knowing I would be hit with an entire month's fee.

Desired Settlement: I would like a refund for at least one of the bills since I used no gas for neither.

Business Response: An adjustment was completed to credit the minimum customer charge in the amount of $25.74. 

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

8/18/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Upon moving from a rental property and in an attempt to close my account, I was told that a meter reading would be required. I was told that the earliest availability for a reading would be four days after moving, although on the last bill I received, a reading was taken the date of my move. Additionally, a final bill was never received for the period extending beyond my move date. According to a service agent the final bill included only four days of service and monthly fees, though the amount due was nearly what I was paying for an entire month due to the monthly fees imposed. I was told by the agent that the monthly fees would not be prorated, so in effect, due to the fact that the meter reading the service technician recorded was not sufficient to terminate my account, I was billed the entirety of monthly fees and service for a period of time I was not utilizing said service.

Desired Settlement: Although Columbia Gas is not required to prorate monthly fees, I feel in the interest of fairness the company should understand that not doing so disproportionately affects lower income individuals who depend upon housing rentals and revise its policy accordingly. Additionally, I feel that my bill should be adjusted as such.

Business Response: An adjustment was completed to credit the account in the amount of $26.75. Mr ****** has been contacted and advised that his final billing has been corrected.

8/14/2015 Billing/Collection Issues
7/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recently moved from an apartment complex and thus had the gas taken out of my name and put back into the property owners name. I paid May's gas bill in full at the beginning of June of $26.27 most of which was the "distribution or service charge". I called Columbia in the middle of June letting them know that I would be moving soon and wanted my service to go back into the owners name at the end of June. I called Columbia again on June30th to confirm that they had indeed transferred the account back to the landlord which they confirmed they had. A few days ago I received my final bill which was for over $50 dollars because they had charged me not only for Junes service charge but also for July. The bill was deceptive in the fact it didn't spell out that it was a service charge for two months. It wasn't itemized as the normal bill, which shows both service and use charges separately. The two months were combined and was no way spelled out. I suspect they do this to unsuspecting customers as a way of double dipping on service charges for people who are moving. I called and argued with the customer service representative saying that I should not owe July's service charge because the service was out of my name before July. He came back with it's allowed by the service and utilities commission argument. I would like to see a law that shows I can be charged for gas service to an address I'm not renting for a service that's not in my name. I informed Columbia that since I didn't agree that I owed July's service charge since the service was out of my name before July, that I would not pay Junes service charge either.

Desired Settlement: I would like my account to be completely cleared for the hassle and headache of having to even file this ridiculous complaint for a charge that I don't owe. At a minimum I would like to be rebilled for the correct amount that I owe which is June's gas bill and service charge only approximately $25. The added July service charge I feel is an unlawful charge which they know is a scam!

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

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

As a courtesy, we will waive the service and delivery fee; however keep in mind this fee is not normally waived. For future reference, regardless of the number of days within the billing cycle this charge will remain as a part of your bill.

Thank You

Strategic Initiatives

Columbia Gas of Ohio

7/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Columbia Gas is double charging customers. They are double dipping on charges when you have a prorated monthly bill (moving/transfer of service). I had service for 6 days and was charged a full monthly fee (not usage but fees). I understand I have to pay for usage, however, they are then charging the new customer at my address the full monthly fee also. They are collecting twice for the fees for the month when they should only collect one monthly fee (or prorated if customer change/transfer of service).

Desired Settlement: I would like my bill adjusted to show/bill only the prorated monthly fixed charges for the days I used the gas service.

Business Response: Thank You for contacting us, the customer service charge covers Columbia Gas of Ohio's fixed costs for meter reading, billing and other services provided by the company that are not related to gas usage or the number of days in the billing period.  Columbia Gas incurs the same fixed costs every time it prepares a customer's bill, those charges will appear on each bill regardless if the billing is less than a month to cover the full cost of service. 
The ability for Columbia Gas to charge the full amount of the customer charge is provided within the company’s tariff issued by the Public Utility Commission of Ohio. 
As a courtesy, we will waive the service and delivery fee; however keep in mind this fee is not normally waived. For future reference, regardless of the number of days within the billing cycle this charge will remain as a part of your bill. 
Strategic Initiatives 
Columbia Gas of Ohio 

Consumer Response: Hello,

Sorry I was out of town and getting back to emails. I tried to respond online, however, it would not let me. I accept the credit applied to my account by Columbia Gas. Please let them know this and close the complaint as satisfied and corrected. (or however you do it on your system) Again, I was out of town and could not respond. I appreciate the quick response from Columbia Gas also. Thanks and please confirm by email that this was done along with letting Columbia Gas know so my account can be corrected.


7/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I cancelled service with Columbia Gas of Ohio in 2014. Prior to cancelling my service at "**** **** **** ****e, Columbus, OH 43232" I made fixed payments on my monthly service which resulted in a credit balance at the closing out of my account. I have been requesting a refund since 2014 and the company continues to say the original refund was processed and sent to the wrong address. I have provided the correct address "*** ********** ***** Drive, Lewis Center, OH 43035" on three different occasions and have yet to receive my refund. In addition, I have spoken with a manager who assured me the refund would be reprocessed and sent out in February 2015. Still I have not received my refund.

Desired Settlement: I would like my refund to be sent to me before the 15th of the month with interest for the time period in which the company has drawled interest due to the withholding of my funds.

Business Response: I spoke to the customer this morning to verify mailing address.  She is moving again so she gave me that new address.  Sent email back to ***** ***** with new address to send refund.  She will make sure check is sent. After this is completed I will credit $50 atonement and issue to customer for her inconvenience.  She has been trying to get this refund since November 2014.

Thank you

If you have any questions/concerns please contact me.


Consumer Response:

Please re-open my complaint as I still have not received my refund. Although, the business office called me and promised I would receive my $218.74 refund; in addition they agreed to send me an addition $50.00. I received the $50.00 but have yet to receive my original refund amount of $218.74. I tried call 3 times on 6/22/2015 and even spoke with a supervisor to whom gave me incorrect information.

 

I am beginning to think the company has unethical practices and would like this complaint escalated.

 

Consumer Response: I finally received the refund.

Thank You,

Business Response: I contacted the customer and was advised that she received the $218.74 check last week.  She had already received the $50 atonement check.
She was upset with the customer service and the supervisors that she spoke to the last couple of weeks.  I advised I would send complaint to management.

Thank you

If you have any questions/concerns please contact me.

7/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called Columbia Gas and reported a gas leak near my house in December of 2014. A technician showed up and confirmed the leak (due to the bad valve). No repairs were done at the time. In my opinion my tree near where the leak was died around the time of the leak. I replaced the tree in May of 2015. I called the company and asked to finally fix the leak to avoid more damages to my tees and reimburse me $95 the cost of the new tree. The refused. I spoke with multiple people including ***** (operating # ****) in June of 2015. Nothing was done ever since.

Desired Settlement: I would to receive $95 and fix the gas leak.

Business Response: Thank You for your inquiry. This leak is classified as a Grade 2 leak. A leak which is recognized as being non-hazardous at the time of detection, but justifies scheduled repair based on probable future hazard.  Grade 2 leak orders shall be re-inspected not later than the last day of the 6th calendar month following the date discovered or last re-inspected.  They must be repaired not later than the last day of the following calendar year from the date discovered, not to exceed 15 months. 

This leak was discovered 3/4/2015, it is located over the curb valve. On 5/11/15, we came out to investigate a report of dead vegetation. The service technician did not find gas readings near or around the tree. Also there was no indication of readings towards the house or street when making the initial visit back in March. 
Based on our premise visit 5/11/15, we determined the existing leakage is not responsible for damage to the tree. 

If there are additional concerns please contact our office. We are available Monday -Friday 8:00-5:00. Our phone number is ###-###-####. 

Thank You 

Columbia Gas Of Ohio 
Strategic Initiatives 


Consumer Response: They lie.  They claim the leak was discovered on 3/14/2015.  That's a bold face lie.  It was discovered during winter (December 2014).  They should have a record of a tech coming to investigate in December.  When they came out to "investigate" for dead vegetation, they took a sample of a brand new soil from a brand new tree I planted to replace the one they killed.  They are being willfully ignorant of those two facts (wrong date and brand new soil).  Responsible companies should own up to what they have done.  If they still refuse I won't stop.  I will contact an attorney general and newspapers.  

Business Response: After further investigation the leak was originally found 1/22/15. 
Based on the customer's concern, the time frame for repair has been moved up from mid April 2016 to the end of July. In addition the customer will receive credit toward their next billing in the amount of $95.00 the cost for replacement of the tree. 

Thank You 

Columbia Gas Of Ohio 
Strategic Initiatives

6/28/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called to have the gas turned on in my name after the tenants left . this is a rental house . I was told by Columbia gas that there is a 24.95 monthly fee just to have the service on. I called and asked for the service to be stopped and was told it was scheduled for 5/20/15. I live in florida I get a bill showing final reading on 5/26/15. I called and asked them to correct bill and Columbia gas never called me back.

Desired Settlement: they need to adjust the bill back to the 5/20/15 agreed upon shut off date. they need to disclose upfront any monthly maintenance fees just to have the service on.

Business Response:

Thank You for your inquiry. In review of the account it appears the disconnect of service was rescheduled due to workload. As a result a  credit in the amount of $31.36 has been applied to the account. The customer is responsible for the remaining balance of $27.27. A corrected bill has been issued. 

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

The ability for Columbia Gas to charge the full amount of the customer charge is provided within the company’s tariff issued by the Public Utility Commission of Ohio. 
If additional assistance is required we are available Monday-Friday , 8:00-5:00. Our phone number is ###-###-####. 
Thank You 
***** 
Columbia Gas Of Ohio 
Strategic Initiatives 

6/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Columbia Gas disconnected my service without telephone or written notice of any sort. I checked their website and my phone number and email address were listed on their site. They could have called to provide notice of the potential disconnection so we would have a chance to rectify the billing issue. We found a small piece of paper laying in the mulch near the front door. It was the notice that the service was terminated. I had to take the following day off from work to be home when they came back out to turn the service back on. They required that I be at home for the full day, up until 11:00 PM, because they can't tell you when their employee will arrive to restore the service. We have been customers since 1989 and they always get their payment. When we are late with a payment, we pay their late-fee without question. I think they owe their customers the courtesy of an advance phone call or letter before charging a $52 reconnection fee and forcing customers to lose a day at work

Desired Settlement: Proper advance notice before disconnection.

Business Response: Thank You for your inquiry. Our records show a termination notice printed on the bill dated 5/4/15. That notice advised service could be interrupted anytime on or after 5/20/15. In addition our service provider NCO attempted to make contact via telephone 5/15/2015 as a courtesy. We apologize for any inconvenience you have experienced. For future reference please contact our office to establish payment arrangements prior to the date listed on the termination notice. Our customer service office can be reached at ###-###-####, Monday - Friday 7:00-7:00. Thank You 

6/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We made an appointment to have our gas turned back on. We requested to recieve a call 30 minutes before arriving at the house. At about 2:00, my husband's phone showed a voicemail but no missed call. The message said that the columbia service man said that he would try one more time within the half hour. He never called back and never showed. My husband talk to the columbia gas service department who stated that it was put in the system that we did not answer and cancel the appointed. He never tried. Then they wanted to set up a new appointment on June 23.

Desired Settlement: They will be at my house no later than tomorrow morning June 6.

Business Response: We apologize for the inconvenience you feel you have experienced. As a courtesy will waive the $52.00 reconnection fee. 

Our records indicate gas service was restored yesterday 6/9/15. It is standard procedure that our service technicians make two attempts to reach a customer at least 15 minutes apart. If no response is received with the second attempt the customer is advised we can reschedule their order for the next available date. 

For additional questions or concerns we are available Monday-Friday, 8:00-5:00 our phone number is ###-###-#### 

Thank You 

6/19/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Dear Sir/Madam, My wife and I sold our home at ***** ********* **. in Grafton, Ohio and called Columbia Gas of Ohio (Oct. 16th) to inform them we would be moving out, and to take a final meter reading on Oct. 27, 2014. *Even though we were totally moved out by Sunday Oct 26th; we settled on Monday, Oct 27 to make sure new owners would be signed up for service without any interruption. On Nov. 20, 2014 we received a "First Collection Notice" in the mail for a bill of $32.95 . . . labeled as being a bill for 'final" service. As a customer of Columbia Gas for over 30 years and never having an issue with any late payments, you can imagine my surprise to get anything termed a 'Collection' notice. So I called up to inquire what this was all about and was informed that I had not paid my last bill. I then told them that I had moved out of the house, and to date, had not received any other bill yet. The representative then told me that they would send out 'another' bill, and that I should pay it. I explained all about how we already moved out of the house, and about how we had turned off the heat because the doors were open a lot due to moving things out of the house, and also because of the warm weather we were experiencing that last week of October. She said to just go ahead and pay the bill and they would mail a check for credit due. So, they did send a bill out and we did receive it the following week. We paid it right away to avoid any blemish on our good credit rating. The bill showed that the last 'actual-reading' of 940 (ccf)) was taken on 10/21/2014 but no actual reading was taken on the final Move-Out date of 10/27/2014. Their estimate reading on move-out date was 'estimated' at 949 ccf. meaning we had used 9 ccf the last week of October while moving out and no longer living there. We had used 12ccf the entire month before when WERE living there. We then waited for some type of 'credit' to arrive but after not seeing or hearing from them we called again on May 1st, of this year, 2015. The representative told us she didn't see where any credit was issue, and she would send notice to the proper department. She promised to call us back, or email us within a week, and let us know what's happening. We never heard anything back. We then called again today, June 3rd and were told no credit was issued nor owed to us. They said the department who reviews those issues said no credit was due. Over 6 months have gone by to finally be told no credit is due. The worst part is that this seems to be a very common problem for many other folks. Our issues with Columbia Gas are as follows: 1. They never called, nor sent us a notice of any kind explaining anything. 2. Why send out a collection notice? For over 30 years we were good paying customers, and actually we still are. We have and use Columbia Gas at our new place. 3. We did everything right by giving them advance notice. They did NOT take a final reading which would have prevented this, and they did nothing but give us the run around. We have spent a lot of time on the phone to get nowhere with this company. I hope the BBB can help. Thank you.

Desired Settlement: Credit the entire amount of the last bill for all the time and effort put into trying to resolve this. And, for the future........... if a customer is moving, and gives advance notice like we did; simply require the gas company take an actual reading on the move-out date, or make the customer call in an actual reading, and charge only for the actual usage accordingly. If hundreds or even thousands of people move every month of the year, just imagine how much extra money is collected by Columbia Gas for service and product not delivered.

Business Response: A Customer Relations credit in the amount of $50.00 has been applied to the customer's account. We apologize for the inconvenience they have experienced. 
If there are additional questions or concerns we are available Monday-Friday, 8:00-5:00. Our phone number is ###-###-####. 

Thank You 
***** 
Strategic Initiatives 

Consumer Response: Thank you for contacting me.  I did not know I needed to write back about complaint.Want you to know that after writing to you (BBB) the complaint was resolved to our mutual satisfaction.THANK YOU very much for your help and being available to the public and helping to assist people. 

5/31/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I originally contacted Columbia Gas (CG) in January 2015 in order to cancel my gas service for an apartment that I would be moving out of at the end of January 2015. Before my lease expiration date but after I had already moved out of the apartment, I called CG to ask how the process worked to have service removed from my name and put back in the landlord's. I was told by CG that my current month's billing cycle was cutting off on the 27th of January and to call in my final reading before the end of business hours on the last day of my service in order to have that reading used in my bill. Also on that same phone call, I told CG I had already vacated the apartment and as such, would expect a minimal bill, if at all, for any gas used between the 27th and 30th. As instructed, I called on Friday, January 30th and gave *****, a CG representative, my final meter reading of 2728. For my own records, I also took a picture of the meter that is date-stamped and shows the reading I called in. I was assured that the final bill would include the meter reading I called in. I received my final billing statement early February and was surprised to see that CG had included an 'estimated reading' that was greater than my actual reading for my final bill. Additionally, I had been charged the full monthly delivery charge and associated taxes/fees even though the bill was only for 3 single days after my last bill. I immediately called CG on the 5th of February to alert CG of the mistake with the reading and was told that the reading I called in should have been used instead of an estimated reading and that my bill would be sent to be corrected and mailed again to me. I also questioned why I was charged a full monthly delivery fee when the billing period was only for 3 days. CG told me there was nothing they could do about that, that that is a standard fee whether you use service for a month or 3 days. What made this even more upsetting is that CG had never previously informed me that I would be charged the fee for a full month when I spoke with the representative to cancel service in my name. Furthermore, at that time in January, I had informed them that I had already moved out and was not occupying the apartment. Had CG informed me that I would be charged a full month's fee for literally no usage, I would have cancelled my service with them that day in January. CG told me my final bill would be sent through their investigations team and corrected for the meter reading. They also said they would review my previous phone calls to them to determine the proper service cancellation date and if I should have been charged the monthly fees. Fast forward to the 16th of February and another phone call to CG after hearing nothing back from CG or receiving a corrected bill in the mail. Again, I was told my case had been sent to their investigation team. On February 18th, I received a 'First Collection Notice' from CG for my incorrect bill. I called CG again on the 24th and discussed my issues again, this time with supervisor. At this point, there was nothing else I could do other than wait for the revised bill from CG. The next point of contact regarding this issue came from a collection bureau, who called and mailed me notices for my unpaid CG bill. Beyond upset at this point considering how many times I'd try to resolve this with CG with no luck, I called CG one last time Monday the 18th of May and spoke with ********. She reviewed the notes in my file and told me she wasn't sure why this was never sent to investigations and that she would re-send it (more than 3 months after my first phone call to CG about the billing issue). ******** asked for the best phone number to reach me at and assured me I would hear from her on Thursday the 21st with an update on this issue. I never received a phone call or any missed calls from CG on the 21st of May, or the next full business day. As such, with no options left to pursue to resolve this issue directly with CG, I'm turning to the BBB for help. This has escalated to collection notices and calls for a bill that CG told me was incorrectly processed and yet they continue to pursue payment. My credit report is now at risk due to the wrongful collection calls and notices initiated by CG and I've received absolutely no help from CG after multiple attempts. I have never missed a payment for my CG bills or been late on a payment and am very upset that I would be treated this way by CG.

Desired Settlement: My desired outcome is a billing adjustment that will remove all charges, including the monthly delivery charge and applicable taxes. CG both knowingly incorrectly overcharged me based on an a higher 'estimated' reading (since my final actual meter reading was called in and posted to my account) but also applied a full monthly delivery charge. I was never informed I would be charged the full monthly delivery charge for essentially a 3 day period between my last billing cycle and my final bill. I think it is completely unethical that CG did not disclose this information when I called in to cancel my service. In light of the numerous time I called CG and tried to have these issues corrected, I feel that a billing adjustment to credit the full $28.64 to my CG account would be the only satisfactory outcome.

Business Response: An adjustment has been completed to credit the minimum customer charge of $24.69 for 3 days of service. The account balance is $0. 




5/31/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have attempted to resolve a billing issue for over two years now with no resolve. On 4/15/13, I made a final payment of $138.85 through my bank’s online bill payment service, which is my habit. Somehow, this payment was never credited to my account and in March of 2014, I began receiving collection letters and calls without any sort of past due notice or threat of collection. My husband spoke to several Columbia Gas representatives in an attempt to trace the payment and resolve the issue. He was told that CG would process the trace request and contact us should they need more information. As we never heard from CG again, we foolishly assumed the payment was appropriated and the account closed. However, in December of 2014, I began receiving collection notices again. Between January and April of 2015, I called CG seven times and spoke to 12 employees. I have done everything asked of me – speaking to a bank manager and supervisor of their online bill pay services (because the problem was “on my bank’s end, not CG’s”), providing the transaction number for my payment, faxing proof of payment, faxing a copy of bank statements showing the payment was never returned to me, and thus received by CG, as was advised by my bank manager – and I sent this information three times as CG somehow “didn’t receive my fax” the first two times. My last call to CG was on 4/6/15. I was told, by a supervisor, that she would speak to financial services to see what else would be done and call me back. I’m still awaiting that call a month later and do not ever expect to hear from them - as is their habit. I have attempted a dozen times to resolve this issue, but am receiving no participation on CG’s part. Phone calls aren’t returned, promises to complete steps on their end aren’t kept. In no uncertain terms, I have proven that I made the payment – CG simply applied it to a wrong account number. Mistakes happen, even by large companies. However, I shouldn’t be held accountable for that mistake.

Desired Settlement: At this point, I expect the amount to be waived, the collections to end, and my credit restored. As a business owner myself, I cannot fathom losing a customer’s payment and then expecting that client to submit a replacement payment because of my error. I have shown with full documentation that I made the payment and should not be held accountable for their accounting error. My credit is impeccable; I’m livid that someone else’s mistake is blemishing what is otherwise a clear history.

Business Response: We have attempted to reach this customer by phone in order to assist her with resolution of this concern. A voicemail message was left providing our contact information. 
A previous account number or address would be helpful to start the process. 
The customer may contact our office at ###-###-####. We are available Monday-Friday 8:00-5:00. 


Thank You 
Columbia Gas Of Ohio 
Strategic Initiatives 

5/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a disconnection notice which I resolved in a timely manner like told to do so by the company and then when speaking to the company the representative was extremely rude and refused to reconnect our service because we didn't call 10 mins earlier when in reality we called 3 hours earlier and the representative refused to take care of our issue because she wanted to speak to my husband and hung up on me. Now our family with three children are without heat or hot water for the next 4 days! I wish our home didn't require gas or there was another company we could deal with. The lack of respect from the employees is ridiculous. Not to mention not performing their job duties and costing me and my children heat and hot water! Also when I requested to speak to a manager I was denied!!! Amazing!!

Desired Settlement: I guess I'm just screwed

Business Response:

Thank You for contacting our office. It is our standard procedure to request to speak with the account holder if the initial request to connect or reconnect service was not made by that individual. In this instance only the spouse had reached out to our office to initiate payment arrangements and provide confirmation of payment. Once the account holder contacted our office an order was scheduled according to our scheduling guidelines. The service was restored April 27, 2015. 

Representatives generally advise a supervisor can or will return phone calls by the next business day, which allows time to research accounts and pull previously recorded calls. The representative will make every attempt to resolve the customer's concern before turning the call over to a supervisor. 

Although I was unable to locate the call placed in the early morning on 4/24, I was able to review both calls from the afternoon on that date. I apologize for any inconvenience caused by the interruption of the gas service, however based on the information reviewed the representatives handled the situation according to our guidelines. 

If there are additional questions or concerns please contact our office at ###-###-####. We are available Monday-Friday, 8:00-5:00. 


Thank You 
Columbia Gas of Ohio 
Strategic Initiatives 

4/28/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On April 10,2015 my bank fathers account was debited 900.00 twice and 980.97 all in one day. I called Columbia Gas and they said it was there error and it would be corrected and the funds and charges would be removed. I spoke to a ****. He advised me to then call my fathers bank and have them remove the ACH charges. We then calked the bank and they advised me I would need to call Columbia Gas back and have them donut on their end. So we called back and talked to a ****** who advised. He there was no notations or anything showing these transactions ever happened and IHe would forward to their call re IEP department and call me back because of what acids said. I never got a call back and now my fathers account is overdrawn for 36.00 fees for each charge plus 2.45 for each charge plus the charges.

Desired Settlement: I want a full refund of all unauthorized charges plus all fees incurred. That is 144.00 plus 2,801. I dm extremely distraught and my nine is not on my fathers account so they really did an illegal transaction. My father wants to sue the company.

Business Response: Thank You for contacting our office regarding this concern. Our records do not indicate the payments mentioned or the returned checks. These transactions would reflect on the gas account involved. 
On 4/14/2015, we received copies of the bank statement for ****** & ******* *********. The statement did reflect multiple fees charged, but did not reflect an attempt to issue payment to Columbia Gas of Ohio. The customer has been advised if the charges in question are unauthorized, he should file an unauthorized charges affidavit with his bank for reimbursement of those fees. 

4/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a bill from Columbia gas for payment of 93.08. I paid 150.00 on Sunday April 4th. Over there automated payment system com formation # ********. Got up this morning to feed the baby. No gas I call Columbia gas. They say it was there fault for the turn off. But I still have to pay a re connection fee. But not to worry I will be billed for it. So if it is Columbia gas's fault. Why do I have to pay for the reconnection fee? They have received the money that I paid. But still disconnected. I checked with my bank and they said funds were transfered.

Desired Settlement: Take off the reconnection fee.

Business Response: Per our phone conversation, an adjustment has been completed to waive the $52.00 reconnection fee.  You are no longer responsible for the reconnection fee. 

Thanks! 







3/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I made a payment of $175 on a bill for them that was $285 on feb 3rd 2015. The remainder was supposed to be billed to me. I Never recieved the bill due to cleric error bc I made a payment day before bill was due. ( new bill came out feb 4 but never got semt since i made payment) Columbia Gas' employee told me on a recorded line that this payment would not kick me off my PIP payments. But it did!!! Now bc of their errors I have a $651 bill bc they want me to pay a regular cost month, when I am not supposed to. I was told things like this happen all the time and maybe I should call a church for help!!! I asked for a supervisor, never recieved a call back. I have no problem paying the $167 that is owed, but not $651 bc of their error!!! If the csr dpesnt know the policy, she shouldnt be telling people its okay pr else I wouldve just paid the $285 in full to begin with. Please help I dont know what to do... and I dont go to church and job n fam services wont help people like me. They gave me a termination for apr 6th and theres a baby in the house.

Desired Settlement: I have no problem paying the $167 that is owed. I would like the rest of my bill adjusted and my PIP account reinstated.

Business Response:

The amount you are required to pay at this time; to re-establish your PIPP Plus payment plan and maintain your service is $372.12. Your PIPP Plus balance prior to the payment made 2/3 was $342.00. A payment was received in the amount of $175.00; which left you with a remaining PIPP balance of $167.00

Once your PIPP is re-established you have approximately 30 days or the next billing cycle to bring the balance current. As of your February billing you were responsible for your previous PIPP balance of $167 + your new monthly PIPP payment $57.00=$224.00.

No payment was received prior to your March billing, causing the payment plan to cancel, consequently your billing for the month of March in the amount of $148.12 was added to the existing PIPP balance of $224.00 for a total of $372.12.

You will remain eligible to pay that amount to re-establish your payment plan until you bill again April 6, 2015.

3/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: During the year 2003 Columbia Gas od Ohio promoted a in home gas line protection service, this service was to be billed and paid monthly as part of our gas bill, we agreed to take and pay for this service, on March 5, 2015 I had occasion to utilize this service for small repair, I called Columbia Gas and reviewed my need with them in explicit detail , I was told after my explanation by Columbia Gas representative " "your gas line guarantee for in home gas line protection covers all in hone gas line piping from the point the gas line enters your home up to the point o f connection to your gas appliance", the Columbia Gas Company then told me to contact the service provider at ###-###-#### which I did, I reviewed my needs with the service provider and was assured that my minor repair would be taken care of (repaired) at no cost to me. The service provider contacted a licensed plumber to perform the repairs, when the plumber arrived at our home on March 10,2015 he stated he could not perform the repairs because the gas line leading to the appliance being serviced was not part of the service they provided, I have contacted Columbia Gas with my complaint, the representatives I spoke with would only say I had to speak with the service provider and they had no responsibility. Please note this service was promoted by Columbia Gas Company , I pay monthly the Columbia Gas Company, my contract is with Columbia Gas Company--they ,Columbia Gas Company are the responsible party, prior to March 5, 2015 I had no previous contact with the service provider, In my opinion the service provider is collecting a monthly fee and then refusing to perform work they have been paid for

Desired Settlement: I only want the service performed (repairs ) that we have paid for and as I was informed would be done by representatives of the Columbia Gas Company AND there service provider

Business Response: The customer was not specific as to what work they paid $292.50 for.  According to company notes, repairs were made to a freestanding gas fireplace in December 2014.  This might be outside the In House Gas coverage.  CSP covers the interior gas lines from the point of entrance to the interior wall of the house to the shut-off valve located at each built in appliance.  If this claim is related to an added on, free-standing fireplace. To better help this customer any information he can provide to me is going to help me fully understand the whole picture. Thank you ***** - Columbia Gas of Ohio

Consumer Response: Both Columbia Gas and there partner Columbia Service clearly stated in my phone conversations with them that coverage was from the point of entry of the home to the point of connection to the appliance--the fact that this is a inside the home gas log was reviewed with both , Columbia Service representative told me in phone conversation that in review of the recorded telephone conversation there representative did tell me that coverage was from point of hone entry up to point of appliance connection--he then said there representative erred--to me it is clear that Columbia Gas and there partner selectively choose what they will or will not repair, simply put Columbia Gas promotes a service, Columbia Gas collects a fee for this service , Columbia Gas provides little or vague information about what they will or will not cover--the end result is that the customer is in a weak position to challenge there self serving resolution-At this point I do not believe this issue will be resolved , the final resolution will be that Columbia Gas continues to collect a fee and then refuses to honor the agreement for which they are collecting money-- I doubt if you will communicate to any employee of Columbia Gas the utmost disgust I have for any large company and it's employees who utilize there status as a public utility to financially harm the customers and tax payers who pay there salaries and profits. Thank you for your efforts, After reading the numerous complaints on line about Columbia Gas and it's partners I was pretty sure what response I would get from you

Business Response:

CSP covers the interior gas lines from the point of entrance to the interior wall of the house to the shut-off valve located at each built in appliance.  If this claim is related to an added on, free-standing fireplace, it may not be covered.  But I don't think I have enough information to understand the whole circumstance. 

If you could provide me with your contractor's bill for the services rendered, or if I could have his number to see what he sees going on.

 

***** - Columbia Gas of Ohio 

Consumer Response: Quite frankly this will take more time and aggravation than it is worth to me, Columbia Gas and it's partner CSP KNOW THIS--THEY COUNT ON IT--IT IS PART OF THERE PROFIT PLAN--THEY USE THE METHOD OF PROVIDING MINIMAL INFORMATION--SO THEY CAN DISAGREE AND KNOW FULL WELL THEY CAN DRAG IT OUT FOREVER-. Columbia Gas and it's partner CSP are in my opinion not honest--drop your efforts

3/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Columbia Gas To whom it may concern: I was a tenant living at the residence located on ******** Ave. I have been a customer for over five years. I moved out of the home on ******** on the last day of November. The new tenants contacted your office before the 26th of November. They started their new service, and my account was closed with your office. I have issue with the fact that your office would close my account without having my approval. I contacted Columbia gas, and I spoke with ***. He was rude, and he did not care that I was having an issue. He said I was not living at the location at the time, so it was no big deal. My property was in the residence, and I was still responsible for the home. He said Columbia Gas did not need my permission to close my account. At first, he said it was probably closed due to lack of payment. I corrected him, and I told him my account was always paid in full every month. I was told by *** at Columbia Gas that I was charged a fee for the entire month of using service, and the fee was something they charged the new tenants. It did not matter if I used the gas for a month or not I still have to pay the fee. It is unfair to make me pay a fee and have the new tenants pay the exact same fee. Now, I have received a collection notice for $24.69. It is not fair that I should have to pay this service fee. I did not get the first bill from you, but in the mail today I received a late notice with a threat for legal action. I have been a customer for over five years, and I have never paid the bill late. I am disappointed with the customer service I have received, and I feel violated my service was canceled without my approval. I should not be held responsible for the remaining balance of $24.69 since I was not in control of the time frame my account was closed. Please contact me with a resolution for this issue.

Desired Settlement: After contacting Columbia Gas several times. They have refused to come to any resolution. They charge myself and the new tenants the same service fee, but they refuse to make the situation correct . I received a first collection notice from them, and they said it came from their office not a collections department. Now, I have been contacted by a collection agency. I went and paid Columbia Gas the $24.69 to Columbia Gas (********). I would like to have my money returned to me, and I want the negative mark removed from my credit report. I do not pay my bills late, and I would have paid this if I had known they were not going to help their customers. I have been a Columbia Gas Customer for 5 years, and I have never paid a bill late.

Business Response:

Mr ******** has referred to the same amount being charged to he and to the new tennant.  Mr ******** was charged up to 11/26/2014, and the new occupant was billed from that point on.  The new tenant had called when he did to transfer service into his name, and avoid being without service.  If anything, the new tenant paid for any gas used by the heat water or the furnace. 

The $24.69 is a minimum customer billing charge for 1 day service, and the PUCO has approved that charge on every bill.  We did nothing wrong in this instance, but I will waive the charge, and transfer the credit to his ******** Road account.

Cordially,

***** - Columbia Gas of Ohio, Inc
Regulated Revenue
Strategic Initiatives Analyst 1

 

2/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have tried to resolve this directly with the company, but to no avail. On October 27, 2014, Columbia Gas Terminated my service, over a missed payment of $60 or so. That payment was due on the 24th. And I was too busy to get to the store in time to make the payment. So on Monday the 27th, I came home to a cold house and no gas. Just like that. No warning. Now they say its going to cost me $211 to restore my service, and they absolutely won't work with me or budge ONE INCH on the price to restore service. I'm not rich. I don't have that kind of money just laying around. So now I'm stuck with no gas, no heat, and no hot water. I've endured the one of the coldest winters on record with a space heater and blankets, and I've had to take ice cold showers. I've felt as though I was on the verge of hypothermia several nights, inside my own house. I've been dealing with this for almost FOUR MONTHS! I can't keep going on like this. I need my gas cut back on, and I feel like at this point the least they can do is work with me since I've delt with it for so long.

Desired Settlement: I want them to turn my gas back on and actually WORK WITH ME to pay my balance down. It's bordering on unfair collection practices how they just cut my gas off over being one day late. I guarantee they shut me off when they did because if they would have waited long enough to give me some warning then the winter crisis period would have started and then they would have had to wait an extra 10 days to screw me over. I strongly suggest they follow through and make things right because I will sue if this isn't resolved.

Business Response:

Mr. ******** spoke with a representative 9/30/14, who advised him in order to go on a 1/6 payment plan he needed to pay a down payment of $67.09 by 10/16/14. The due date of 10/16 was a 10 day extension beyond his original due date of 10/6.

We are requesting a minimum payment of $211.00 ($175.00 + $36.00 of a $52.00 reconnection fee) which is our winter reconnect option. The current balance on the account is $538.33, outside of the winter reconnect option the customer would be required to pay a total of $590.33 to restore service.

The last payment we received on this account was 2/28/14 which has lead to an accumulated balance. The customer may want to consider contacting ******* for assistance, their phone number ###-###-####. The agency will pay the required $211.00 for the customer; we will be able to restore service once a pledge or payment has been received.

For additional questions, please contact our office directly at ###-###-####, our hours are Monday-Friday 8:00-5:00.

Thank You

Columbia Gas of Ohio

Strategic Initiatives

Consumer Response: The text in the business response is not true. I had made multiple payments between 2/28/2014 (the date they claim was the last payment they received from me) and the date of the shut off. They need to check the date of the payment arrangement as well, because the original due date of the bill was definitely 10/16, not 10/6. I had a payment arrangement for 10/24, and did not have a chance to make the payment. If they keep good phone records like they are acting like they do, they would see that I was actually on the phone with them on 10/24, in the process of making a payment, and I had to hang up and get into work right away because of an emergency that was taking place. I never did get a chance to call them back. I already got in touch with *******. After waiting over a month for an appointment, I was not even given the opportunity to fill out an application before being told I didn't qualify. It became obvious to me at ******* that they don't give help to my type, but that's a separate issue.I do not accept this response, and will continue to refuse to accept anything other than them turning my service back on and working with me.

Business Response:

Thank You for your response; as previously stated the minimum amount to restore service at this time is $211.00, which is our winter reconnect option. As a courtesy; provided, we have received record of your payment prior to 12:30 we will restore your service the same day. Normally, when gas service has been off more than 10 days we schedule orders five business days out. I have included a copy of the itemized statement for review of the payment history. I have also included a copy of the termination notice for verification of the shut off date.

Please contact our office with additional questions, we are available Monday-Friday,8:00-5:00 our phone number is ###-###-####.

Thank You

Columbia Gas of Ohio

Strategic Initiatives

Consumer Response: I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me. Although I am still not happy with the manner in which the service was interrupted, nor am I happy with the lack of response over the 4 months that the service was turned off, the company did follow through and turn my gas back on the same day (Friday) as promised.


2/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The company fore mentioned decided to shut off our gas (heat/hot water/ etc.) to our home in early February -02/04/2015- during 7 degree temperatures after I have paid the last two months. There was no notice of disconnection, I am 7 months pregnant, there are 14 children -3 of which are 3 years and under) , and an elderly woman with health issues currently residing in the home. We have as of today, been without heating for 52 hours. They refuse to hook our gas back up, though payment would be no issue. They also claim to have closed our account in December but accepted two scheduled payments after said account was closed. This is not only an inconvenience but a danger.

Business Response: Thank You for contacting our office; our records indicate your service was restored 2/7/15. Originally, the gas service was turned off due to nonpayment December 10, 2014. On February 4,2015 while completing a billing investigation the service technician found the gas turned back on without our authorization or knowledge. It is standard procedure to charge an $88.00 investigation fee when gas service has been restored without our authorization or knowledge. I have attached a portion of our tariff explaining this fee. Thank You

2/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had a lease *** ** ******* Ave in Columbus, OH for 6 months (August 1, 2014 - Jan 31, 2015). During this time, Columbia Gas posted a total of 8 bills to my account, the first consisting of the first 4 days of August and the last being only January 31, resulting in 2 separate bills for billing period through Jan 30 and for the day of Jan 31 when service was shut off. This resulted in 8 "monthly" delivery charges even though I was only in the residence for 6 months. See below for the 2 extra charges for the first 4 days of August and the final day of January. Billing period August 1-4, 2014 (4 day billing period): $17.81 Fixed Monthly Delivery Charge + $5.71 Infrastructure Replacement Program Rider = $23.52. Billing period January 31, 2014 (one day billing period): $17.81 Fixed Monthly Delivery Charge + $5.71 Infrastructure Replacement Program Rider = $23.52. During this 6 month period, the billing cycle ranged from 25 to 35 days and resulted in this unfair billing practice and an inability to consistently schedule payments to the account. Additionally, when I called Columbia Gas Customer Service, the service rep was inconsiderate and hung up on me with no resolution to the issue.:

Desired Settlement: A pro-rated charge for the month based on 30 or 31 days should be charged on the bill as follows: 4 day bill period for August 1-4, 2014 : 4*($23.52/30) = $3.14. As a result, the already paid $23.52 for August should be refunded, less the pro-rated amount: $20.38 refund. 1 day bill period for Jan 31, 2015: 1*($23.52/30) = $0.78. The current bill for Jan 31 should be reduced to $0.78 plus the cost of the gas used: $22.74 reduction in total bill amount for Jan 31. The current billing model results in Columbia Gas collecting double "monthly" fees when the service is transferred to a new customer. Billing cycles should be made consistent and reliable.

Business Response:

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

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

As a courtesy, we will waive the service and delivery fee; however keep in mind this fee is not normally waived. For future reference, regardless of the number of days within the billing cycle this charge will remain as a part of your bill.

Note: Your current balance reflects a credit of $19.04

Thank You

*****

Strategic Initiatives

Columbia Gas of Ohio

 

2/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After changing residences Columbia Gas failed to transfer the old account into the new tenants name resulting in me being charged for an additional 30 days of service. After confronting them with the issue I was told the bill would be taken care of and back dated. Another billing cycle went by with no correspondence from them. I called again to make sure it was taken care of and was told the representative failed to follow up on the issue and it would have to be resubmitted. In the mean time the Columbia Gas collections department was calling me several times a week trying to get me to pay the full bill of which I was told by the customer service department was being adjusted. I was also informed that although both of these departments worked for Columbia gas they couldn't communicate with each other or read notes on the account left by the other department. I asked to speak with a manager and informed her of my concern of the account being sent to collections because the customer service department is for some unexplainable reason not able to let the billing department know what's going on. She assured me several times that there was no way it would be sent to a collection agency. Well long story short I finally got the adjusted bill from Columbia gas and what followed right behind it was a letter from a collection agency notifying me that columbia gas has turned the non adjusted bill over to them. So now I have an adjusted bill from Columbia gas and a non adjusted bill from a collection agency. It's beyond me how there can be such a lack of communication and service from such a large company.

Desired Settlement: I want a letter from Columbia Gas apologizing for this huge inconvenience and stating in the letter that they are 100% at fault and that not only did they notify the collection agency but also that this will not show up on my credit report or damage my credit in anyway. Furthermore I have spent countless hours of my work days trying to get this resolved (they have the recorded conversations to prove that) and thusly feel, as a show of good faith by columbia gas, I should be credited at the very least for the last 3 months of billing cycles during which this whole ordeal was taking place.

Business Response:

Mr ***** contacted Columbia Gas on 9/29/2014 to start a new service at **** ** ******* Av, Alliance, and to close his account at ***** ****** Rd, Beloit.  The connect order was placed, however the disconnect order was not.  He called on 11/5/2014 after receiving the 10/20/2014 statement, and was advised the 9/29/14 call would be reviewed.  On 11/7/2014 the account was sent to the adjustment team to have the disconnect backdated to 10/01/2014. 

Unsure as to why the adjustment was not completed until 1/19/2015, and for that I will apologize.  I have given Mr ***** a $25.00 credit on his current account.  I understand his frustration and time spent on resolving this matter, and I am in hopes the atonement will close this matter. 

***** - Columbia Gas of Ohio

Customer Relations

 

2/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint:

Complaint taken BBB staff (CH).

Mr. ********* ******, son has power of Attorney for Mother.

Mr ********* ****** indicated bill paid January 21, 2014, account number(***************) for $72.01. This bill was in the name of his father ****** ******. The account was changed to his spouse **** ****** on January 14, 2014, because father is in nursing home. Both Andrea and Alba are senior citizens and change was due to medical reasons. Alba's new account number is (***************). This account was billed $72.00 for changing her name on account. Mr ********* feels his mother should not be charged for transferring account into her name.

 

Desired Settlement: Consumer wants charges to be removed.

Business Response:

The account under the name of **** ****** was billed a Budget Payment in the amount of $72.00. There was no actual fee (security deposit) charged in order to establish service. Customers have the option to cancel the Budget at any time, the actual account balance currently reflects a credit balance of $43.76. We can cancel the Budget if the customer opts to do so, the next bill will simply be deducted from the credit balance. Please contact our office with additional inquiries, we are available Monday-Friday 8:00-5:00. Our phone number is ###-###-####

Thank You

Columbia Gas of OhioStrategic Initiatives

12/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Columbia Gas of Ohio has begun charging additional fees for what they call large residential usage. This a single family house in a lower income area of Elyria, Ohio, and is a rental property with 2 furnaces. The additional fees they are charging are the same for commercial customers. My complaint is they base the fees on the previous tenants' usage. This new tenant will now be penalized for the previous tenants usage history amounting to an additional amount approximately totaling $450.00 per year basically because they don't reevaluate the usage until next August, 2015. I believe this to be a penalty which is both unfair and unreasonable. They should not be charging customers based on other customers usage. How I found this out is when the service was placed back in our business name my first bill for a minimum usage of 21cu. ft. was $85.00. They tack the charges on as infrastructure fees. Customers in residential units should pay based on their usage, not the previous tenants. Additionally last year was an extremely long and cold year and the previous tenants had a small baby in the household which would have contributed to the high usage they contend. Of course I have to go on they're word because any information on the previous tenants is considered private information.

Business Response: The annual consumption review is performed on all Ohio accounts to verify that the customers are being billed at the appropriate rate for their class of service. This review will determine the total annual consumption for each Columbia Gas of Ohio premises. The total gas usage for the previous year ending August 31st will determine if the customer’s current rate schedule should be changed. If the customer uses over 3,000 ccf's during the year, the rate will be changed automatically in the system with the October billing.

Consumer Response: Columbia Gas of Ohio has begun charging additional fees for what they call large residential usage. This a single family house in a lower income area of Elyria, Ohio, and is a rental property with 2 furnaces. The additional fees they are charging are the same for commercial customers.

" My complaint is they base the fees on the previous tenants' usage. This new tenant will now be penalized for the previous tenants usage history amounting to an additional amount approximately totaling $450.00 per year basically because they don't reevaluate the usage until next August, 2015. I believe this to be a penalty which is both unfair and unreasonable. They should not be charging customers based on other customers usage."

How I found this out is when the service was placed back in our business name my first bill for a minimum usage of 21cu. ft. was $85.00. They tack the charges on as infrastructure fees.

"Customers in residential units should pay based on their usage, not the previous tenants."

Additionally last year was an extremely long and cold year and the previous tenants had a small baby in the household which would have contributed to the high usage they contend. Of course I have to go on they're word because any information on the previous tenants is considered private information.

I have no records provided to me to not only prove what the actual usage was for the services rendered to the customer (tenant) to support their claim of large usage, plus support for usage from previous years to see if this was an exceptional year or usage from that specific resident compared to previous tenants.


Business Response: The annual consumption review is conducted every year at the same time, August 31st. The customer is billed the appropriate rate per the review, effective with the October billing. Perhaps some conservation (i.e. insulation etc.) measures should be considered. If the new tenant is paying more this year, the rate will be adjusted according to their consumption use the following year.

Consumer Response: This still does not address the problem of charging a new resident based on a previous residents usage.

When it comes to rental property the present tenant (as in this case) may not be the tenant of the unit from the previous year, thereby initiating a penalty to the NEW - CURRENT tenant.

My belief is if Columbia Gas provides me the previous 3 years of usage by all previous residents than they could justify the additional fees associated with this property if the usage was consistent with that consumption. And to their suggestion of insulation, etc., there is no guarantee that will bring the usage within the guidelines they require to reduce the additional fees.

These new tenants moved in November 1, 2014, thereby requiring they wait until August of 2015 for a review. Columbia Gas suggests the fees will be reduced if usage is brought down to their minimum requirements at that time, but what about the additional charges they paid for a full year based on the previous tenants! That is approximately $500.00 more (charged as a penalty because it is not gas usage but just additional fees) than they would have paid.

This is not that hard to understand. I don't believe they anticipated these situations when composing these new fees, or if they did they didn't feel it to be unfair to new gas customers. 




Business Response: The annual consumption review will be conducted in August. If the current customers' gas usage declines the rate will be adjusted accordingly.

Consumer Response: Columbia Gas has provided no proof that the home associated with these additional fees has continually used over 3000 ccf over a several year span which they have provided service for. They are the only one with records to support their claim. According to them I am to rely on their word with no actual backup history or records that would justify these PENALTIES! They should not be able to penalize at will without proof, and being the only gas company servicing properties in our area, it seems very one-sided!They have now turned the billing over to collection without providing the proof I have asked for.

Business Response: The current rate will not be changed. The annual review will be conducted August 2015 and based upon the customers' usage at that time, the rate will adjusted accordingly.

Consumer Response: I find it an unsatisfactory response by Columbia Gas but I will take up no more time of the BBB as you have done your best to keep discussions going. I would appreciate your listing this complaint as unresolved on your site because Columbia Gas has used their Monopolizable powers to do as they wish!

12/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Columbia Gas of Ohio took 1 week to turn on my gas service. The tempatures were 45 degrees in our house. I have 2 small kids and one with asthma. They would not come any sooner. So upset about this whole situation.

Business Response: Ms. ******** contacted us 11-28-14 to connect service.  Columbia's guidelines with PUCO is to have service connected within 5 business days of the phone call.  Records show service was connected 12-4-14 which is 4 business days.   I apologize we could not get service connected any sooner.   Thank you

12/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Before moving out of my old apartment (*** ********* Avenue, Columbus OH 43202), I notified Columbia gas approximately one month in advance of the move and set up an order to discontinue gas service for my former address on the last day of the month (11/30/2014). My billing cycle generally ends around the end of each month. Rather than extending my final bill an extra few days to go through the 30th, my requested disconnect date, they issued me a bill for a full month ending on 11/26/2014, and then another bill for the very short (4 days) remaining time period, such that my meter was read on 11/26 and then again on 11/30, with a completely separate bill. There should be nothing wrong with the above situation, except for an absolutely heinous and disgustingly unethical business policy of Columbia Gas of Ohio which is to assess standard charges on every bill issued (Fixed Monthly Delivery Charge $17.81; Infrastructure Replacement Program Rider $5.71; Usage Based Charges $0.58; Gross Receipts Tax @ 4.987% $1.20) totaling $25.30 regardless of the length of the billing cycle or the amount of gas used, and they refuse to pro-rate this amount for very short billing cycles such as my final bill for only four days of service (I used 5 Ccf of natural gas, just $3.05 worth, yet my bill is $28.35 for four days because the full $25.30 in fixed charges that usually are assessed for a one-month (30.5 days on average) cycle were assessed to my very short, four day cycle.) As a side note, I should like to point out that the flat rate portion of my bill represents by far the lion's share of my total for all but the winter months. This is not some trivial amount, it is the bulk of the money I pay to Columbia Gas of Ohio for gas service, the actual gas I pay for is almost always far less than this. The policy and practice of creating very short billing cycles and refusing to prorate these very expensive standard charges is a disgusting, shameful, sleazy, and entirely unethical way for Columbia Gas of Ohio to make "an extra buck" and whoever stands behind this policy ought to be ashamed of themselves. Just because the Public Utilities Commission of Ohio approved this practice (probably because they overlooked its injustice) does not make it right. Any decent human being can see this is a sick and twisted policy.

Desired Settlement: CHANGE THE POLICY. Do the right thing. I shouldn't have to file a complaint with the Better Business Bureau to have the flat-rate charges on my bill prorated for a very short billing cycle such as this. In the meantime, however, I ask that the $25.30 standard flat rate portion of my final short cycle bill be adjusted to $3.32 (a prorated amount, given that an average month is 30.5 days, this cycle was 4 days, so 4 / 30.5 * $25.30 = $3.32). My total bill for the period 11/26/2014 - 11/30/2014 should be $6.37, which could be realized by crediting my account in the amount of $21.98. Please do the right thing Columbia Gas of Ohio. Fixing my bill this one time is an incredibly modest start -- what you need to do to restore a modicum of credibility and basic fairness and decency in your business practices is to change this policy and stop creating very short billing cycles with expensive full flat rate charges that you refuse to prorate.

Business Response:

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

The ability for Columbia Gas to charge the full amount of the customer charge is provided within the company’s tariff issued by the Public Utility Commission of Ohio. However as a courtesy, the fixed amount of your billing $24.69 will be waived. Please keep in mind it is not a common practice to waive fixed service and delivery charges. In the future regardless of the number of days in the billing cycle; that charge will remain.

Thank You

*****

Strategic Initiatives

Columbia Gas of Ohio

12/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On November 24, 2014 Columbia Gas turned my gas off for a $107.00 bill. Even after I made arrangements to pay the bill by the end of the day on the 24th. So, I called in to see why my gas had been shutoff, and also to make the payment by the time in which I said I would do so. All they would tell me is they could not do anything more and scheduled to turn my services back on the following day, November 25, 2014. When their field technician came out to the house he was in my home less than 5 minutes total and in my basement for less than 5 seconds. He at that point somehow determined that I had, "Fleas in my home" and would need to have an exterminator come out. As I was unable to be home for this appointment as soon as I learned what the technician did, I immediately called Columbia Gas back. I spoke with a supervisor who said there was nothing they could do but file a form for the branch manager to call me back. I never got a return call, and when I called Columbia Gas back they told me they could not give me a time that someone would call, nor would they do anything to help me and refused repeatedly to send the technician and his supervisor back out to show me my, "flea" problem. I am now on night 2 of having no heat in my house because Columbia Gas refuses to restore my gas. I have children in my home, all of which go in my basement everyday, along with my wife and myself who NEVER have a, "flea" problem. I am not paying an exterminator to come out to my house when there is no issue. Columbia Gas has ignored multiple calls and emails from me to help resolve the issue. They will not return my phone calls and now they tell me I must wait 5 business days before I can get my services restored. That is unacceptable to me, especially that my bill is paid and they are playing games because I have filed complaints with them. This is unfair, especially seeing as how it is well below freezing outside.

Desired Settlement: I want my gas services restored immediately.

Business Response:

When the technician went to the premise to connect service he advised there were fleas.  It is the technician's discression if the property is safe to enter to connect service.

I advised the customer on 11-25-14 to get some bug bombs and let them off in the basement and call us back when its cleared up.

The order to reconnect was scheduled for 12-3-14.  I contacted the customer today and scheduled the order for tomorrow, 12-2-14. 

Consumer Response:

When I called in 20 minutes after the technician left my property, I called Columbia Gas to dispute their technicians accusations of fleas being in my home. Columbia Gas was unwilling to send a supervisor or anyone out to my home to see and show me this, 'flea' problem. Their technician lied, and Columbia Gas did nothing to try and resolve the issue and see if there was an actual problem or if the technician had in fact lied for whatever his reasoning. The technician was very rude to my neighbor that was here to allow him access. Then Columbia Gas said they entered my call from 11/25/2014 as a, 'missed appointment' and refused to reschedule me for 5 business days. Being the week of 11/24 being a holiday week, the 5 business days was not until 12/3. That would make 9 days I would have been without gas, and therefore without heat in my home. The resolution I was offered came 7 days after being without gas, and my bill being paid in full, was they came out 1 day early to restore my services. That is unacceptable. Columbia Gas should not be allowed to treat people in this manner, nor leave them without heat during the heating season based solely on the comments/opinion of 1 of their technicians. They have absolutely no customer service when it comes to resolving disputes between their employees and customer. They are unwilling to believe their technician could lie, and unwilling to investigate the problem any further than their field technician. On 11/23/23014 I had a technician from WOW cable who worked in the exact same spot in my home as the technician from Columbia Gas would have had to work in. The cable technician had no complaints about a, 'flea' problem. My children's play room is also in this basement, and my children do not have a issue with, 'fleas'. But funny how Columbia Gas technician that was in my basement for less than 5 seconds says I had a, 'flea' problem. The ironic part of all this is, the technician that was out today from Columbia Gas had no complaints about, 'fleas', and no, I did not do anything to my home to treat for any pest issue. 
I want Columbia Gas to know that this type of customer service from a public utilities company, especially a critical utility company, this type of customer service is not acceptable and I want to know what policies Columbia Gas is going to adopt to prevent anything like this from happening to anyone else including myself. And trust me, I am far from being the only person who believes Columbia Gas has a customer service problem and runs a monopoly. I think it's past time for Columbia Gas to change and add to their customer services interactions, and on how to be more helpful and receptive customer complaints.  


Business Response: I understand the customer's concern and I will pass his concern to the appropriate department.   

12/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In September 2014 I made a phone call to Columbia Gas of Ohio to come out and see if i was able to get natural gas from the line across the road. On 9/15/14 a gentleman came out and looked and stated yes this would work, we need to get a permit and they would be in contact with me for installation. He at that point showed me the meter and placed a flag where it would go. I hadn't heard anything few weeks later did call Columbia Gas they stated they were waiting on permit and the "COMMITMENT" date was November 3rd. I continued to call few times towards the end of October and the last person I spoke w/ was a male (did not write name down), he stated the permit was there and "COMMITMENT" date was still Nov 3rd. I did inform my boiler istallation company of this, they started my boiler installation on Oct 30th (thursday), and then returned on Nov 3rd to finish the job "ASSUMING and then WAITING" on Columbia gas to show up that day, (they need to hook up the line w/ the gas line). Gas company NEVER showed nor did I recieve a phone call stating any change in "COMMITMENT" date. I called that night and the next couple days since then. ***** a worker at Columbia Gas has been very apologetic and did state it was there mistake and they do get penalized for them not coming through w/ their "date" BUT nothing has been done about this still and she did state that they do NOT have the permit and NEVER did have it. I now have to wait on this permit and AGAIN have my boiler company come out and get the boiler started, this will be a 3rd trip out to my house. I am a single mom wtih 3 children. I have 1800+sq ft of home to heat and currently have electric heaters plugged in all over the home, which for 1 is NOT safe, 2 barely touches the chill when it is below 40's, and 3 makes for a sky high electric bill. My concern is the fact that they have these so called "COMMITMENT" dates and not following them. The first mistake on their part was not getting back w/ me after the gentleman showed up on 9/15/14 to ok accessability of the gas to my home. I have not dealt with them and this starting out is not going well, you lose alot of respect for a large company when they fall through on there end of the bargain. I am trusting a well known company to keep my home warm and safe and they can't even keep a date of installing the gas line to my home.

Desired Settlement: I think it is only fair they wave the installation fee on their end (which i was told was only $25.00), refund me payment of my electric bill for the dates of Nov 3rd till the installation of the gas line is in place and working (do to having to heat w/ electric heaters), and also the bill for the service of Tiffin Deluxe which is $2364.00 (half of boiler system and their labor including the trips to my home. ****In refund of me having my new boiler system and not being able to use it

Business Response: ***** ****** called from Columbia Gas and left a voice mail in response to a BBB follow-up call that they are in communication with the customer. They are waiting for a permit from ODOT and they need to do a "directional bore" which it is too cold to do right now. 

Consumer Response: I had to call the President of Columbia Gas **** ********* on Wednesday Nov 12th for anything to get solved, left a voicemail due to weeks of calling permits dept and columbia gas new buisness with NO help. They were both blaming the other as to why it was not done. The next day Nov 13th ***** ****** called me in reguards to my voicemail and apologized and stated odot needed more info from them and theyd be out the following day to RE-measure and RE-file for permit (i am still am not sure as to why). By Monday afternoon I recieved a call from ****** with Columbia Gas stating someone would be out wednesday(weather permittiing) and Thursday for meter set up.  My issue is stillthe fact of the Nov3rd COMMITMENT date and also my couple weeks of calling numerous places to check on permit and what the problem was and no help just blaming the ther departments. I call the president and w/in the week a permit was ready and they have meetin set up(per ***** ******)between odot and new buisness to make sure that this doesn't happen again so seems to me this was their fault for me still NOT having heat as of November 20th.  


Business Response:

Ms. *****, I apologize for the inconvenience you have experienced and I hope from this point forward you will have a positive experience with Columbia Gas of Ohio. It appears ***** was able to expedite the process for you through coordinated efforts with our New Business Department , Construction Services and the city. Gas services were established to your home 11/20/14.  Thank You for your patience and peristence. Again, I apologize for any inconvenience; as a result of our process. Thank You  

Columbia Gas of Ohio

Consumer Response: I am still waiting to hear about my electric bill and discount for installation. Before this closes i need to know this will be taken care of because it was Columbia Gases fault they did NOT follow through on their commitment date.


Business Response:

Dear Ms. *****, Thank You for responding; unfortunately a job or project cannot be completed without approval of proper permits. A commit date is established as a perimeter for job completion; however their are instances when unusual and unexpected circumstances occur. In this particular instance Columbia Gas experienced difficulty with processing of the necessary permit to complete your service line installation; creating a delay. Please accept our sincere apology for the inconvenience you have experienced. If you have additional concerns you may contact our office Monday-Friday,8am-5pm. Our phone number is ###-###-####. Thank You

*****

Strategic Initiatives Columbia Gas of Ohio

Consumer Response: I will be in contact with you by the end of the week, Renee.


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

Complaint: Columbia Gas is seeking to double charge its customers. We purchased a home and started gas service on November 30th. The billing period ended on December 3rd. For the four days the utility was in our name, we had a total usage charge of $2.12; however, Columbia Gas billed us for $37.66. Columbia Gas charged us the full monthly fixed charges without prorating these charges to reflect the four days we used the gas service. In addition, the Columbia Gas customer service representative disclosed that the prior owner was also charged the same monthly fixed charges.

Desired Settlement: We would like our bill adjusted to reflect the prorated monthly fixed charges for the four days we used the gas service.

Business Response:

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

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

As a courtesy, we will waive the service and delivery fee; however keep in mind this fee is not normally waived. For future reference, regardless of the number of days within the billing cycle this charge will remain as a part of your bill.

Thank You

*****

Strategic Initiatives

Columbia Gas of Ohio

Consumer Response: I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.  I paid the full gas bill prior to seeing this message, so that I would make a timely payment.  I included a notice on the bill that I did not waive my BBB complaint by paying the full amount.  Am I to assume that Columbia Gas of Ohio will credit my account with the excess amount?  If Columbia Gas does not credit my account, should I file another BBB complaint or report the non-resolution of my complaint to you in some other manner?


12/11/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I was scheduled to have my gas service restored on December 4th and received a note on my door saying I missed them when I was specifically told I would get a call half an hour before showing up. I never received the call and when I called to find out why I was told that they didnt call because of my saying someone could be there. because of their failure to restore service in a timely manner after receing payment I have had almost 200 dollars in damages due to water lines freezing and currently cannot live in my home. I was then told that the next soonest they will come out is on December 11. and when i explained i am unable to live in the home now they said I have to wait that there is nothing they can do. I feel I was treated very poorly

Desired Settlement: I feel like i should get a credit on my bill for at leat 100 dollars and be reimbursed for damages due to failure to perform necessary service in a timeley manner.

Business Response:

Thank You for contacting our office, I apologize for the inconvenience you feel you have experienced. I have reviewed the call from December 4, 2014; the representative handled the call correctly. There was no error made by Columbia Gas, there is no adjustment due to the account.

If you have additional concerns please contact our office directly. We are available Monday-Friday, 8AM-5PM. Our phone number is ###-###-####.

Sincerely;

*****

Strategic Initiatives

Columbia Gas of Ohio

Consumer Response: I don't feel this is resolved because I was not told I wouldn't receive a call and because of this issue I had water lines that froze and busted. At the very least I expect a reimbursement for the lines. If my gas was turned on in time I would not have had to spend over 200 on repairs


Business Response:

On the original call placed 11/26/14 the representative offered a call ahead option, however after she explained the specifics of that process she was advised someone would be there all day for access. In addition she confirmed those arrangements in her closing call review.

An additional call was made 11/26/14, requesting an earlier date to reconnect service; the representative advised the next available date in order scheduling was 12/11. The call was disconnected after the representative advised the order was scheduled for 12/4 the earliest date available.

On 12/4 a call was made stating the technician made a premise visit to the property and tagged the door when he/she was unable to gain access. No call ahead was made due to the fact the order indicated per the conversation between yourself and the representative you spoke with 11/26 that someone would be at the property to provide access. Currently, your order is scheduled for 12/11, with the call ahead noted as the access arrangement option.

Thank You

*****

Strategic Initiatives

Columbia Gas of Ohio

Consumer Response: I was understood that I would still get a call so I could be there. The home is currently uninhabitable due to the gas being off cause water lines to break and cost me 200 dollars in repair and I demand some kind of credit or reimbursement for that. And I don't believe that the employee even tired knocking because I could ser the door from the neighbors where I am staying and never saw him until the truck wad pulling out of neighborhood and I will not settle this until there is a credit on my bill andr reimbursement for water lines 


Business Response:

Thank You for your response, there was no error made by Columbia Gas of Ohio therefore a credit or reimbursement will not be applied to your account.

*****

Strategic Initiatives

Columbia Gas of Ohio

12/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I SET UP AN APPOINTMENT WITH THEM LAST TUESDAY TO TURN MY GAS ON. I MADE  THE REQUIRED PAYMENT. THE SOONEST THEY COULD GET ME IN WAS TODAY! I HAVE BEEN AT MY HOUSE ALL DAY. I JUST HAPPENED TO CALL THEM AT 1 O'CLOCK TODAY TO DOUBLE CHECK BECAUSE THEY WERE NOT HERE YET. THEY SAID THEY WERE HERE AT 12:40 AND I WAS NOT HERE AND I MISSED MY APPOINTMENT! SAY WHAT!?!?! UPON INVESTIGATION, THEY WERE HERE,, WENT TO THE WRONG DOOR, THERE ARE TIRE TRACKS ON MY FRONT SIDEWALK!!! NO TRACKS DOWN THE ALLEY WHERE THEY WERE SUPPOSED TO HAVE GONE TO GET TO THE BACK DOOR TO LET ME KNOW THEY WERE HERE AND  MY CAR IS STILL COVERED IN SNOW!!!  LIKE I SAID, I HAVE BEEN HOME WAITING ON THEM ALL DAY...NOW THEY WANT TO PUSH ME OFF UNTIL THE 24TH BECAUSE I "MISSED" MY APPOINTMENT. THAT DOESNT EXACTLY WORK WITH A SICK KIDDO IN THE HOUSE. I ALREADY WAITED A WEEK, NOW I HAVE TO WAIT ANOTHER WEEK...WITH LOWS AROUND 10 DEGREES.....BUT HEAVEN FORBID IF I WAS A WEEK OR TWO LATE ON THEIR PAYMENT!!! I HAVE PROOF IN PICTURES!!! MYBHOUSE ISNT VERYVWELL INSULATED AND IT IS VERY COLD!!!  I PUT OFF TAKING MY DAUGHTER TO THE DOCTOR BECAUSE I DIDN'T WANT TO MISS THE APPOINTMENT WITH THE GAS COMPANY!!!! THEY KEEP INSISITING THAT I MISSED MY APPOINTMENTACCUSING ME OF LYING! I DIDNT LIE AND THE PICTURES I HAVE, PROVE IT. WHERE I LIVE, IT WAS SPLIT INTO 2 SIDES, A BUSINESS ON ONE SIDE AND A RESIDENCE ON THE OTHER. THE SIDE WITH THE FURNACE USED TO BE A COMMERCIAL BUSINESS, BUT IS NO LONGER AND HASNT BEEN FOR SEVERAL YEARS. I LIVE IN THE OTHER HALF THAT I HAVE TRIED TO KEEP WARM. I CANNOT STAY ALL DAY ON THE OTHER SIDE BECAUSE KIDS WERE HOME FROM SCHOOL ON A SNOW DAY, AND ITS ONLY LIKE 28 DEGREES IF THAT ON THAT SIDE OF THE HOUSE STRUCTURE. I DO NOT HAVE $ FOR KEROSENE FOR THE REST OF THE WEEK & WONT SLEEP WITH KEROSENE ON. IF YOU HAVE SOMEWHERE I CAN SEND MY PICTURES TO FOR PROOF THAT I WAS HERE, PLEASE CALL ME AND LEAVE A MESSAGE. THEY WERE VERY RUDE TO ME ABOUT IT.

Desired Settlement: With frigid temperatures this week I would like to have had my my heat turned on today since I was home ALL day especially with kids being here and 1 being sick. I do want to have to wait until Monday. I have no.other heat.

Business Response: Gas service was restored on November 19, 2014 via URGENT complaint from the PUCO.

12/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 10/27/14 Columbia Gas was asked to turn the gas back on at **** ********* Dr in Hilliard, Oh. This is a vacated condo owned by me. I had to relocate to Cleveland for a job. Columbia Gas turns the gas back on but red tagged the furnace for a gas leak and the water heater for improper ventilation. A plumber came on 11/3/14. He fixed the water heater but could not fix the gas leaks because there was no indication on the red tag as to the location of the identified leak. For the plumber to identify the leak that had already been identified by Columbia Gas it would cost $275 so we decided to get the report from Columbia Gas to identify where the leak was. Several phone calls revealed that Columbia Gas does do a test to identify a leak, that they had no report of this leak identification other than a notation that the furnace had been red tagged. As a result we had to pay for another plumber appointment and the $275 redundant test. That happened on 11/7/14. Additionally, there was no identification of which gas meter belonged to my condo so Columbia Gas had to be called while the plumber was there so he could turn off the gas to the meter. There was no red tag on the meter. They left all four attached units in danger by not turning off the gas to the meter of a condo with an identified gas leak. The red tags were not attached to the appliances but laying on top of them. They contain absolutely no information as to the date, the technician name, where the leaks were, appliance identification, meter number, etc. All that was on the red tag was "leak in gas piping" and " not properly vented". because of the lack of information provided by Columbia Gas we were faced with unnecessary cost and hardship by having to pay for a redundant test and have the plumber on site two times. Thank you.

Desired Settlement: We are requesting reimbursement of the $275 for the redundant test and $75 for the second plumber visit

Business Response: We have also received a concern via the PUCO, I am in the process of addressing that concern. I have attached information in regard to our tariff and what Columbia Gas is responsible for versus what the customer is responsible for. I hope that information is helpful with providing insight into our actions. We appreciate your inquiry; if you have additional concerns please contact our office directly at ###-###-####. We are available Monday through Friday, 8AM to 5PM.

11/28/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My significant other, dog, and I moved into a new home this past weekend. Early last week, we called Columbia Gas to schedule a hook-up appointment. It is well into November now, and it gets quite cold at night. Columbia stated that had no appointment availability, but offered to arrange an unscheduled hook-up for Friday, November 7 with a 30-minute notice by phone. The unscheduled hook-up required that my significant other be able to get to the house within the 30-minute time frame. This would not be a problem -- his office is only 1.5 miles from our new home. The technician did not give a 30-minute 'heads up' as promised; instead, he called to let my S.O. know he was "there" -- and again, a mere 15 minutes later, that he was "leaving." My S.O. was unable to get to the home in time before the technician left, without hooking up our gas. We have both called to explain the situation and note that it is getting very cold, not only at night now, but at all times. The representative with whom I spoke maintained that he was unable to schedule a hook-up for two weeks, and that I could not speak with anyone in the orders department to explain how easily we could meet someone at the house, if only we had the 30-minute 'heads up'. It is so cold in the home that it is approaching uninhabitability.

Desired Settlement: Please send a technician to hook-up our gas. We are available to meet him or her with as little as 30-minutes' notice.

Consumer Response: I filed complaint number ******** against Columbia Gas of Ohio. I would like to let you know that the issue giving rise to the complaint has been resolved. 

Thank you for providing such a valuable service to consumers.

Have a wonderful day,


 

Business Response: The gas service was connected for ***** ******* on November 12, 2014.

11/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: they charged me a $33.00 deposit cause i am a new customer, then i got put on PIP and was told by PIP and Columbia Gas that i would receive a $33 dollar credit or i would get a check in the mail for a $33 dollar refund, now there saying that i don't get neither and i feel they stole my $33 dollars that could go towards other bills or towards a credit on my bill, it even states on the bill that as long as i paid it on time i would receive a credit in the amount of $33.00.

Desired Settlement: i want either a refund of the $33.00 or a credit on my bill.

Business Response: Records show Ms. ***** made a payment of $58.39 on 9-9-14 and $33.00 of that payment went to her security deposit.  Ms. *****'s PIP enrollment came through to us on 9-30-14.  When a customer goes on PIP the security deposit is voided and applied to the account.   The security deposit was credited back to the gas account on 10-1-14 and applied to the balance owed.   When the customer goes on PIP the security deposit is not refunded it is applied to the account balance.  Thank you Columbia Gas

Consumer Response: there was no credit applied to my account, i paid my November payment of $10, if it was credited to my account i shouldn't have to make a payment for 3 months and on the forth month my payment should be $7.00, i just paid $10.00 on 11/12/2014 so if i have a $33.00 credit why am i still sending in money, still feels and sounds like they stole my money if i'm still paying when they say i have a credit.

Business Response: The $33 credit was applied to the gas account on 10-1-14 and shows on the 10-30 bill.  I reissued the bill out so the customer can see the credit.  The credit was applied to the balance.  Per the PIP guidelines, the customer is responsible to make their PIP payment every month even if a credit is applied to the account.   Thank you 

Business Response:

Mr. *****'s 1st bill on 8-29-14 was $58.39.  ($25.39 and $33 security deposit).   He paid the $58.39.  The 2nd bill was on 9-30-14 and that bill was $63.28. ( $32.28 and $31 security deposit) We received his PIP enrollment on 9-30-14. On 10-1-14 was voided and the $33 was applied to is account.  His PIP of $10 was coded on his account 10-2-14.  When his account billed on 10-29-14 he owed $10 on his PIP. His account balance was $76.14 minus the $33.00 security deposit and the $10 PIP payment making the balance $33.14.

The $33.00 is not credited to the PIP payments.  

Thank you

Consumer Response: They stole my money and it either needs to be refunded or credited to my account, they steal enough money from people and shouldn't be allowed to get away with it, kind of funny that the electric company gave us our credit that we paid in like PIP told us they would but the gas company wants to rip people off, we talked to PIP and they also stated that the credit should be put towards our PIP bill but the gas company is the only one saying that it can't, sounds like a scam to me.

11/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a gas tech out to my home to turn my gas back on. He refused to do so, stating that there was a leak in my gas line. He explained that I would need to get a plumber to repair it before he could turn the gas back on. I had a plumber out the next day, and he charged me $120.00 to tell me that there was NOT a leak in my gas line. I called Columbia Gas and they sent a repair tech out the following day. She stated that yes, there indeed was NO leak, and that I would need to submit a claim to Columbia Gas to get my unecessary expenses /refunded. This happened on 9/11/14. I have been calling on a bi-wkly basis to get this resolved and to this date, 10/27/14, I have YET to actually speak to someone who will tell me that they are refunding the "damage" caused by their tech.

Desired Settlement: I would like my $120.00 refunded to me asap in the form of a bill credit.

Business Response:

Thank you for contacting Columbia Gas of Ohio, I apologize for the inconvenience you have experienced. The Field Operations Supervisor responded to my inquiry into this situation today. He has stated he will contact you today in an attempt to resolve your concern. Please follow up with our office if this does not happen; our office is open Monday-Friday, 8AM-5PM. We may be contacted at ###-###-####. I hope you find this resolution satisfactory, please do not hesitate to call if we may be of further assistance.

*****

Strategic Initiatives

Columbia Gas of Ohio

11/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recieved a bill that indicated our billing cycle had changed. The bill was for 15 days of service only, however Columbia Gas charged the full monthly delivery charge and infrastructure fee. There was no prorated fees to account for the fact that the bill was only half the amount of time it normally is. When I called to get an understanding of the charge, they said they understood my concern but that there was nothing they could do about it. It is completely unethical and just plain wrong to charge a customer the same price for half the time for service. I did not choose to have my billing cycle changed, it was something Columbia Gas decided to impose and now I am paying for it.

Desired Settlement: I would like to see a policy change implemented in which case the fee is prorated based on billing cycle days. I would also like to be refunded 1/2 of the fixed monthly charges for the bill. The amount would equal $12.35.

Business Response:

Thank You for contacting Columbia Gas of Ohio; I apologize for the inconvenience the change in your billing cycle may have caused. An credit in the amount of $12.35 has been applied to your account and a corrected bill issued.  I hope you find this resolution satisfactory. Please contact our office if you have additional concerns, we are available Monday through Friday 8am-5pm. Our phone number is ###-###-####.

Sincerely

*****

Strategic Initiatives

Columbia Gas of Ohio

11/1/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On August 1, 2014 I moved into my new town home. In order for my family and I to move in my leasing office required that I get all utilities in my name and that I show proof of so. On August 1, 2014 I called Columbia gas to get the services established in my name. The reference code I was given was*********. In September of 2014 I called to let them know I had not received a bill yet. September came and went still no bill. October 10, 2014 I called again to let them know I have not received a bill and I have been living here since August. The night of October 10, 2014 around 7:45 pm, after I placed the second call to inform them I have not received a bill, an employee of Columbia Gas of Ohio knocks on my door to let me know the meter had been tampered with and my services will be cut off. I immediately let her know I have a new born who was just born four days ago. I also inform her that I do not know what she is talking about. I have not touched or tampered with my meter. She refused to identify her self and called to police. The police came and she left. The next day I called Columbia Gas of Ohio to see what was going on because I have a new born who needs hot water for baths and warm water for bottles. She also needs heat in the house it is October and it is getting cold outside. The representative from Columbia Gas informed me that my services had been cut off because the meter was tampered with back in April of 2014. I advised her I had not moved in until 3 months later in August of 2014 why had this not been detected before that and I have a new born I need my services. She informed me there was nothing she could do until Monday being that it was the weekend. On Monday morning I called again to see what I need to do to get my services back on. I offered to send a copy of my lease to prove when I moved in. My leasing office had that information sent over right away. The representative I was speaking with told me that was not his department and to call back when customer service was in the office. On Tuesday October 14, 2014 the fifth day my services have been off and my daughter hasn't had a bath nor has she had a warm bottle in 5 days. I called again to see what I needed to do to get my services back on. The representative I was speaking with informed me that I needed to pay a total of $318.00 in order to restore my gas services. That $318.00 included an investigation fee, a reactivation fee, a deposit, and the 2 months worth of services I had used. I informed the representative I have no problem paying for the services I did in fact use but I will absolutely not pay for an investigation fee when this occurred three months before I was even a tenant. I also think I should not have to pay a reactivation fee for the simple fact my services we cut off for something that has absolutely nothing to do with me. The representative informed me that was the only way to get the services restored.

Desired Settlement: I would like Columbia Gas of Ohio to restore my services immediately! Again, I have no problem paying for the services I used in August and September.

Business Response:  THE CUSTOMER WAS BILLED  FROM AUGUST 1, 2014 TO OCTOBER 10,2014 IN THE AMOUNT OF $107.70. THE CUSTOMER HAS REQUESTED A BREAKDOWN OF THE BALANCE IN THE AMOUNT OF   $107.70.   THE CUSTOMER HAS BEEN ADVISED TO PAY $261.70 ($107.70 GAS  USED + $88.00 INVESTIGATION FEE + $66.00 DEPOSIT) TO CONNECT         SERVICE.                                                           

10/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Service was disconnected without a mailing. NO NOTICE was left on premises. No idea when service may have been disconnected. Service was found to be disconnected after service call was made to company. Service was disconnected on a FRIDAY in which service could not be restored over weekend. Company made no verification of if health issues on the premises. An apology for NOT having service over a freezing weekend will NOT be accepted.

Desired Settlement: Refund of reconnection fees.

Business Response:   Ms. *****, Thank you for contacting Columbia Gas of Ohio with your concern. I apologize for any inconvenience you feel you have experienced. Based on the information you provided I have reversed the $52.00 reconnection fee, the credit will reflect on your billing due to issue 11/20/2014. If you have additional questions or concerns, please contact our office Monday-Friday,8am-5pm. Our phone number is ###-###-####.

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

10/28/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I am a customer of Columbia Gas. I was late with a payment and my gas service was disconnected. I made the full payment and called Columbia Gas company to have my services restored. I originally talked with a customer service representative today Friday, October 10th 2014 and later asked to speak to her supervisor. I explained to the supervisor that I worked out of town eight hours M-F and always return home between 7:00 pm -7:30 pm. I was specifically clear about my work hours and said no one was home at my address during the day.Afterward the supervisor (******) assured me that an exception could be made in my case, and they would inform the technician to contact after my work hours ended and make the arrangements to reconnect my gas. During work, I checked my mobile phone and saw a technician had tried to reach me. I thought that odd, and I took a quick break from work to respond to the phone call. I was immediately given to a customer representative who had me on hold for 20 minutes, and when she returned, I explained that I had already made prior arrangements for scheduled service with the supervisor. She then told me the technician had tried to reach me twice by phone and had appearred at my home. She stated that now I could not have my gas restored until October 17th 2014. I immediately asked for her supervisor (******). I explained to her what I was told by the previous supervisor and she told me that nothing could be done and that was company policy. I asked to speak to her boss. She told be I would be contacted by ****** and/or *** one of her supervisors. My problem is very serious.

Desired Settlement: I would like my gas service restored. I am a senior, the weather is cooling down dramatically near 30 degrees and my home heats with gas and my water heated with gas as well. I will freeze inside my home waiting for my service to be restore. Despite, my payment and frequent attempts to resolve this problem, Columbia Gas chosen representatives, could care less about my plight, they are cruel and callous. They seem unconcern about restoring my service to me.

Business Response: A VOICE MAIL MESSAGE WAS LEFT FOR THE CUSTOMER TO RETURN MY CALL TO MOVE UP THE PENDING CONNECT DATE TO TURN SERVICE ON, HOWEVER, NO   RETURNED PHONE CALL. THE GAS SERVICE HAS BEEN RECONNECTED.        

10/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was late on payments resulting in a disconnection, I did not have the funds to pay right away so had to wait until my next paycheck to pay my balance and bring my account current, which was done on 10/03/13. This was after 10 days from my disconnect, which according to my notice I would have to wait 5 days until service was restored. Which I was OK with, not happy about it, but it was stated on my notice. After payment, Columbia was scheduled to come out today, 10/09/14, between 12:00 pm and 4:00 pm. I took the day off of work to be here for them and by 3:30 pm they still had not shown up. So I decided to call customer service, just in case, to make sure they were still coming here. I called within the service time I was told to expect them, and I was told by the rep ******* that they called twice, the latest being about 10-15 minutes prior to me calling CS. Now they had an incorrect number so I never received the call, I believe that I may have given the wrong number, as it was a combination of my current number and a previous number. Small error on my end that I will own up to. But I was told that I would have to wait ANOTHER week to get my service restored. I don't recall being told that if I do not answer the phone that they would have to reschedule, I assumed they would show up anyway and knock on the door. But they do not, and I am now being forced to wait another week without heat as the weather is getting colder. I do not find this to be a good business practice at all. An error was made with a phone number, I hardly see that as something that should delay my service that long. I could understand if they said they would come back in a day or two, that's fine, but a WEEK?!?! After speaking with *******, I spoke with a supervisor by the name of ***. She told me the same information. She also said that she was going to call me back after the initial phone call was reviewed and that has not happened as of yet. All I am asking is for a tech to come out and connect my service so I can keep the house warm for us and to have hot water. To have to wait an additional week for a basic utility to be restored all because they had the wrong number is ridiculous. Just because you are the only available gas company available does not give you the right to treat customers like this. Even if it was a customer who was behind on utility bills.

Desired Settlement: All I want is my service restored, it's not like I am asking for a refund or some complimentary service. I don't even need an apology, just need my gas turned back on.

Business Response:

Mr. *******, I apologize for any inconvenience you feel you have experienced. In review of your call placed 10/3, I did find the representative did not advise you; if there was not an answer on the call ahead we would not make a premise visit. As a result of the call review I will remove the reconnect fee of $52.00 and apply the amount directly to your account balance. In review of your account, a reconnection of service is scheduled for today's date 10/16/14.

I hope you find this resolution satisfactory. Please do not hesitate to contact our office if you require further assistance at ###-###-####. We are available Monday-Friday, 8AM-5PM.

Thank You for your time

*****

Strategic Initiatives

Columbia Gas of Ohio

10/19/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My Gas service at my address has been terminated since July of 2014 due to a balance of 306.80. I am 5 months pregnant and high risk. For the last 3 months I have been boiling water on a electric skillet and making bath water. I have always kept Columbia gas updated with when I planned on taking care of my balance but due to financial issues I wasn't able to get my service turned on until Oct 2. I called in that day to make a payment in full by phone, payment was accepted and I was informed my gas couldnt be restored until Oct 8. I can no longer carry pots of water back and forth to the bathtub, its also because I can no longer take sit down baths. Columbia gas has showed zero compassion for its customers. I really want to change providers, l have had terrible customer service every since I have moved to this address. I dont recieve any public assistance I paid my balance off soley off my income and yet I have to wait 6 more days before I can get hot water.

Desired Settlement: I really would them to come on sooner and restore my service sooner than oct 8

Business Response:

Good Morning Ms. *****, I apologize for the inconvenience you have experienced. I noticed you did speak to ***** in this office, and your service has been restored.

If you have additional concerns; please do not hesitate to contact our office at ###-###-####. We are available Monday-Friday, 8AM-5PM.

Thank You

*****

Strategic Initiatives

Columbia Gas of Ohio

10/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 8/31/14 I got online and logged into my Columbia Gas of Ohio account to pay my bill with my MasterCard. When going through the process of paying online I accidently pressed a wrong button to pay with an old closed bank account instead. As soon as I noticed what I did I pressed the cancellation button. Thinking everything was okay and that the transaction was cancelled, I went ahead and made the payment with my MasterCard on 8/31/14 confirmation #55243015. The payment went through for the $86.00 on 9/5/14 and was taken off my card. Well, on 9/23/14 I got a paper in the mail from Columbia gas saying I owed $104! My payment went through on my MasterCard for $86 on 9/5/14 & the mistake I made by accidently pushing the bank button was cancelled right away so should not have gone through! I called & spoke to Columbia gas & they keep telling me they didn't get my payment & that all they got was a cancelled check! They are lying! They're just trying to get more money. I have all the proof that I made that payment. I even spoke with their billing which is bill matrix a nd they told me that they really received my mastercard payment on 9/5/14 for the $86 and they didn't see a returned check. Once I get transferred back to Columbia gas regular agents they tell me they don't have my payment and just a cancelled check! I'm not paying these people another $86 when it is already paid! They have no clue what they're doing and are trying to rip me off! Why can't they fix their mistake?! Do I need to mail my MasterCard statement so they can see they took my money!? They are going to cause me to lose my PIPP program!

Desired Settlement: Fix their mistake! Post my payment that I did make! I don't owe any money at all so I would appreciate if my MasterCard payment I made on 8/31/14 confirmation #******** that went through on 9/5/14 for $86 be posted to my accounty. The mistake I made on 8/31/14 by accidently pressing the bank button instead of the credit card button confirmation # ************* needs to be cancelled out. I pushed the cancel button as soon as I noticed what I did. Why have a cancel button if it don't work? I just want it corrected. Please. Thank you!

Business Response:

Good Morning Ms.*****,

I apologize for the inconvenience you have experienced. Your account reflects a payment posted in the amount of $86.00 9/5/14. Currently your PIPP payment plan reflects an amount due of $61.00. I am removing the return check fee in the amount of $18.00, which will leave you with your PIPP payment amount of $39.00 due with your October billing. I hope this information is helpful and this resolution meets your expectations.

Thank You for your patience;

*****

Strategic Initiatives

Columbia Gas of Ohio

10/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company has disconnected me twice and charged me a $52 fee. The fact is they never actually shut off the gas. It has always been on. They do not call prior to disconnection, disconnect only after being 30 days past due. and do not actualyl shut the gas off. They do not send disconnection notices or call beforehand. This is an attempt to take advantage of the general public. Both times the past due amount was slightly over $100, which is not enough in my mind to disconnect. Both times they said they shut the gas off, but I can run my shove for days and have hot water. The techs can make more money just driving around putting notes on people's doors. Thwey must get paid by the stop. That suggests they don't actually reconnect either. They are feeding on the general demographics of the area. The operate in an unehtical manner. I am considering taking this matter further legally.

Desired Settlement: I do not want to pay for a reconnection fee when my gas was not actually disconnected. I also want a phone call before a disconnection takes place, and I want a disconnection letter to be sent. This company does not care about people. I will pay for the gas I used, and nothing more.

Business Response: A disconnection notice was sent on August 4th, 2014 in the amount of $125.23 stating the date for disconnection. Payment arrangements were NOT made on the account, therefore, the gas service was disconnected as advised by the termination notice. The reconnection fee of $52.00 is required to restore service after termination due to non payment. This reconnect fee can be bill, as advised.

Consumer Response: I did not get the previous email regarding my Complaint ID********.  The matter is not closed.  I have been charged twice for reconnection fees on my gas service without any prior notice and with only being 30 days late.  Of the $125 due on the account $104 of that amount is a reconnection fees (2X$52), and the gas has never been shut off, and that is the case for both incidents.  The techs drop a note saying it is shut off, but they do not actually turn off the service.  I have been using gas for three weeks since the "shut off".  $104 of the total owed of $125 is for reconnection fees for shut offs that never occurred. I would like the $104 credited back to my account.  I will gladly pay the amount owed after.  Columbia gas is an unethical company that feeds on the general public using "rules" to their advantage to get more money.  

Thanks, 
 
  

 

Business Response: You will be required to pay the balance on your account of $183.43 and a reconnect fee of $52.00. As mentioned earlier, the reconnect fee can be billed to your account. Your account shows you were billed for ONE reconnect fee when the service was reconnected July 3, 2014. The reconnect fee will be charged each time the gas account is reconnected. Please be advised payment arrangements are always available to prevent this from occurring.

10/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Its simple, I had my routine monthly bill for the amount of $15.32 and paid this on 8/14/2014 via checking account. It was returned by my bank for NSF and this would be correct. Next step was that I tried to pay the $15.32 bill again online and because it was returned, "Columbia Gas" blocked me from proceeding this payment. So, I called on 8/27/2014 to have my account "unfroze" for the reason that my CHECKING ACCOUNT WAS COMPRIMISED AND THIS IS THE REASON THE ORGINAL PAYMENT OF $15.32 ON 8/14/2014 WAS RETURNED. The Customer Service Rep and I went back and fourth about getting the block removed so that I could render payments again online. At the end of the conversation, she said it would be corrected and yes I will have access but it will take a few business days before I can make another payment online. After we ended the call, I called Bill Matrix and made a payment via VRU for $15.32 using my Visa Checking card with Bill Matrix (and yes, a fee of $2.95 was associated with this payment method but I was willing this one time only to pay it). Then, I get a letter stating that I was charged a return check fee of, $18.00 on my payment of, $15.32 because of NSF I try again on 9/27/2014 to make my next monthly bill payment of $30.90 online and again I'm still blocked but because it was a weekend and Columbia Gas's customer service was closed, I went ahead and made this payment again thru Bill Matrix for a fee of $2.95 but it needed paid. I call on 9/29/2014 and speak to what I thought was a customer service rep and explained I want access online to make payments and I want the $18.00 return check fee waived and he put me on hold to I guess look on my account to see a memo of my conversation from 8/27/2014 where the girl did tell me, I would have access to online to use bill pay. Of course my request to have the credit issued for the $18.00 return check fee was just discussed for the first time on this call with him. He returns on the line and says he sees nothing and that I need to speak to customer service for both issues. I did ask why he didn't just transfer me to them anyway. I get transferred and that rep has no memo or reference of my conversation from 8/27/2014 that stated I was to get access back online for the use of bill pay and that they don't waive fees, period. I tried to explain that my account was compromised and that's why my $15.32 payment was returned, this was to no avail. I even challenged her to put me on hold and listen to the phone call and see that, I was told I would get access online. I ended the call by telling her its convenient of them aka Columbia Gas to have no knowledge of this conversation and that I will deal with it by reporting to the BBB.

Desired Settlement: I want "granted" permission to have online access to make payments for the future and the $18.00 return check fee waived and refunded to my account.

Business Response: Ms. *****, I apologize for the inconvenience you have experienced. The NSF Fee in the amount of $18.00 has been waived, in addition you should also have accessibility to pay via check. I have also applied a $25.00cr towards your balance as a courtesy. I hope you find this resolution satisfactory.

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

10/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Columbia Gas came and did a repair at the intersection of West 32nd and Dayton. They tore a trench across the road (approximately 20' long by 6' wide) and then repaired it with dirt and gravel. This is a paved city road. The "fix" that they put in is getting significant holes, the large gravel has spread everywhere and it is only getting worse. Winter is coming and this will become a larger problem as it is let go. I contacted the City of Lorain. They stated their engineers have contacted Columbia Gas multiple times with no response.

Desired Settlement: I would like the trench fixed and actually paved. Not done with some halfway patch of dirt and gravel.

Business Response:

Good Morning Mr. ********,

I wanted to follow up with you to make you aware that I am in the process of addressing your concern.  Unfortunately, it does require some additional time because  I have to coordinate and work through other departments. I am in contact with the Construction Supervisor from the original job; hopefully he will be able to assist us. If you have any questions please do not hesitate to contact me at ###-###-####. I am in the office Mon-Fri 8am-4pm.

Columbia Gas of Ohio

*****

Strategic Initiatives

 

 

10/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: first, Columbia gas shut my service off after I contacted them to have it switched into my name last year(oct) when I moved into my house. they said it was because I never sent them my driver license for proper identification. however they turned my service on 3 days later without having my ID(they still don't have my ID). they never told me they were shutting it off so naturally I thought my furnace was broken and had a repair guy come look at it(they cost was 100$ for the repair man to visit and tell me my gas was off)not to mention the re-connection fee they charged me(50$). since I still have never given them my ID I realized that it wasn't really necessary and it was just a money grab by a greedy corporation that is the only place in town to get natural gas so they can do whatever they want. I was upset but I let that one go. but fastforward to now I am again having problems with them that I am still unsure of. my gas was shut off in may and the note that the company rep that turned off left in my door said it was because of failure to pay security deposit(I still have the letter)I have had gas for a year now and did not know I had to pay a deposit. once again I was not told they were going to shut off my service. I called the customer service and talked to 3 different people there and they all gave me different reasons for the shut-off. I owed 192$ for the previous month but I didn't have a chance to send it in as I do my bills(like many people) once a month. and since I was left with a note on my front door that my shut off was due to a security deposit issue and then told several other reasons why service was stopped I am not sure what to think. the only thing they all made clear was that I owed another 50$ reconnection fee. this is the second time I was not notified about my shut off- at least this time they left a note on my door. so I wish I could just take my business elsewhere but they are the only gas company I can order from. guess that is why they make up bs reasons to shut off and charge people whenever and whatever they want. theyre are many similar complaints their fb page, this site, and other complaint websites(just google "Columbia gas complaints).

Desired Settlement: I do wish to have my bill from the repairman that charged me 100$ just to tell me my gas was off when I didn't know they shut it off(after all if I knew it was off I wouldn't of called a repairman). after all I was because they said they didn't have my identification card, but I still haven't sent them one and they turned it on, so that obviously was a dishonest reason. and ive had two reconnect fee's that should be refunded. however I would be happy to settle for them to just simply waive my current re-connect fee since I wasn't told they were shutting off my service and was given 3 separate reasons why my service was shut off by 3 different company rep's. as it is I want to just pay my balance and have my gas restored. I believe im entitled to the refund off everything ive mentioned but will settle for having my service turned back on until the next time they decide to try some other scam to get more money out of its customers that have no choice but to continue to do business with them since there is no other options!

Business Response:

SELLER CALLED 10/23/2013 TO HAVE SERVICE TAKEN OUT OF THEIR NAME ON 10/29/2013.  MR ***** CONTACTED US ON 10/17/2013 TO PLACE CN, AND WAS ADV TO FAX 2 FORMS OF ID.  AT THAT TIME HE WAS UNABLE TO WRITE DOWN INSTRUCTIONS, AND WAS ADVISED TO CALL BACK WHEN HE COULD.  ACCORDING TO COMPANY RECORDS MR ***** DIDN'T CALL BACK UNTIL 10/31/2013, AND A CONNECT ORDER WAS PLACED FOR 11/5/2013, (3 BUSINESS DAYS LATER).

I DO NOT SEE THAT MR ***** WAS BILLED A SECURITY DEPOSIT, HERE IS HIS BILLING HISTORY:

05-12-14 0858 READ     27    44.71    217.52

04-15-14 PAYMENT            -20.00    172.81

04-11-14 0831 AMR      63    70.68    192.81

03-13-14 0768 AMR      98    96.84    122.13

02-12-14 0670 AMR     111   114.43     25.29

01-20-14 PAYMENT            -50.00    -89.14

01-14-14 0559 AMR     120   107.02    -39.14

01-06-14 PAYMENT           -250.00   -146.16

12-11-13 0439 AMR      88    77.33    103.84

11-08-13 0351 AMR       5    26.51     26.51

11-05-13 0346 CONN                               

HIS TERMINATION NOTICE PRINTED ON HIS 4/11/2014, WHICH I HAVE ATTACHED, AND HE WAS ADVISED THAT HIS SERVICE WOULD BE DISCONNECTED ON OR AFTER 4/30/2014.  OF THE $122.13 NOTICE, HE PAID $20, AND SERVICE WAS TERMINATED ON 5/12/2014. 

AT THIS TIME HE NEEDS TO PAY $269.52 TO RESTORE SERVICE, WHICH INCLUDES HIS $217.52 BALANCE, AND A $52 RECONNECT FEE.  DUE TO HIS TERMINATION, HE IS CONSIDERED A CREDIT RISK, AND WILL BE BILLED A $72 SECURITY DEPOSIT IN THREE $24 INSTALLMENTS WITH THE FIRST THREE MONTHLY BILLS.

 

10/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Columbia gas shut off my gas after I had paid my bill. They stated that they were unaware that I had paid my bill even though I paid it online.

Desired Settlement: I want my gas turned back on today.

Business Response:

CUSTOMER'S ORDER WAS NOT WORKED ON 9/18 BECAUSE THERE WAS NO ONE THERE AND THERE WAS A DOG RUNNING FREE IN THE HOME. SERVICE TECHS WILL NOT GO IN, AS YOU NEVER KNOW HOW THAT DOG WILL REACT TO A STRANGER IN THE HOME. CUST CALLED ON 9/18 TO RESCHEDULE, NOT SATISFIED THAT SHE HAD TO WAIT UNTIL 9/23.

THE SERVICE WAS RESTORED TODAY AT 12 NOON.

***** - COLUMBIA GAS OF OHIO

9/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our gas was shut off on September 2nd. I called the night of and paid $180.00 for the past due balance which included a $52.00 reconnection fee. The representative arranged for service to be reconnected on Wed, Sept 3rd. When I told him that I worked all day and would be going to class at night and my husband wouldn't be home until 6-6:30 pm, the representative said that was alright as the technicians worked until 11:30 at night. He got my husbands phone number and said that someone would call him before coming out between 6-6:30 pm. My husband waited around Wednesday night and no one showed up. He had 2 missed phone calls (one at 8 am and one at 10 am). He called into customer service and was told that Columbia Gas didn't schedule appointments and that our account would need to be under review. My husband (who was upset) immediately asked for a supervisor to call him. He was advised that someone would call him back. No one called back and when I called in around 8:45 pm that night, the office was closed. I called the emergency line and was told that our account was now flagged as a "review" account and that I would have to just wait for someone to call us back. I spoke to **** who did not resolve our issue or offer any type of resolution. I called this morning, Sept. 4 at 7 am and spoke to ******. He advised me that our account was under call review and that the soonest anyone could come out would be NEXT Thursday. I asked to speak to a Supervisor. I was placed on hold and when ****** came back he said he would transfer me. I was transferred back into the que and had to start over again. I got another ****** on the line and had to explain everything again. I was then transferred to ****** who placed me on hold to listen to my original phone call. She verified that I was told incorrectly that a technician would be there between 6 pm and 6:30 pm on the 3rd. She put us on the reconnection list today, Sept 4th and in the order wrote that the key was under the mat and that I would be home at 3:30 pm. I arrived at my place at 3:15 to find a yellow notice on my door stating that "sorry I missed you" and our gas was not turned on. I called again to customer service and was placed on hold. I was then told that a supervisor approved a technician to come out sometime today before 11:30 pm. I am completely frustrated with the customer service that I have had from Columbia Gas. This is unacceptable.

Desired Settlement: I would like my $52.00 reconnection fee refunded as I obviously spent a majority over the last couple of days of my time defending what my original conversation was with the Columbia Gas representative and had to be inconvenienced since customer service wasn't able to deliver the reconnection. As of 3:50 pm today I still do not have service!

Business Response:

Mrs*******, I have reviewed the original call. I apologize for the inconvenience you have experienced. Your reconnection fee in the amount of $52.00 will apply to the current balance. I hope you find this resolution satisfactory. Please do not hesitate to contact our office if you require additional assistance. We are available Mon-Fri,8-5; our phone number is ###-###-####.

Sincerely

*****

Strategic Initiatives

Columbia Gas Of Ohio

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

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

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

Business Response:

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

Thank You

*****

Strategic Initiatives

Columbia Gas Of Ohio

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

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

Desired Settlement: Take off $49.38

Business Response:

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

Thank You

Columbia Gas Of Ohio

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

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

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

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

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

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

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

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

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

Thank you,

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

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

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

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

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

Business Response:

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

Thank You

*****

Strategic Initiatives

Columbia Gas Of Ohio

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

Business Response:

Dear Mr. *****,

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

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

Thank You

*****

Strategic Initiatives

Columbia Gas Of Ohio

Consumer Response:

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

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

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

Desired Settlement: Get my gas turned on

Business Response:

Dear *****,

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

Thank You

*****

Strategic Initiatives

Columbia Gas Of Ohio

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

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

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

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

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

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


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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Business Response:

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

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

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

Thank you

 

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

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

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

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

Business Response:

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

 

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

 

Thank You

***** ****

Strategic Analyst/ Columbia Gas Of Ohio

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





















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

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

Business Response:

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

Good Morning *****

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

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

Thank You

*****/Columbia Gas Of Ohio

 

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

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

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

Business Response:

Good Morning Mr.****

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

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

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

Thank You

*****/Columbia Gas Of Ohio

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

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

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

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

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

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

 Thank you

Consumer Response:

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


Business Response:

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

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

I will send a refund check for $10.35.

Thank you

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

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


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

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

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

Business Response:

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

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

Sincerely

*****, Columbia Gas Of Ohio

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

Complaint: ********

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


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

Business Response:

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

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

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

 

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



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

Business Response:

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

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

Thank You

*****

Strategic Analyst II/Columbia Gas Of Ohio

Consumer Response:

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

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

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

Business Response:

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

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

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

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

Thank You

*****/ Columbia Gas Of Ohio

Consumer Response: Better Business Bureau:

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

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

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

___________________________________

Consumer states:

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

Desired Settlement: Consumer states:

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

Business Response:

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

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

Sincerely

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

 

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

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

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

ID# ********

 

Business Response:

Good Morning Ms. ******,

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

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

 I hope that you find this resolution acceptable.

Thank You

*****

Strategic Analyst II

 Columbia Gas Of Ohio

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

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

Desired Settlement: This rep needs to apologize IN PERSON.

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

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

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

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

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

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

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

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

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

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

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

Consumer Response:

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


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

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

 

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

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

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

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

Cordially,

 ***** - Columbia Gas of Ohio

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Consumer Response:

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

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

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

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

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

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

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

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

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

Business Response:

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

Sincerely,

*****

Strategic Analyst II/Columbia Gas of Ohio

 

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

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

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

Business Response:

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

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

Sincerely

*****

Strategic Analyst II/Columbia Gas of Ohio

 

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

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

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

Business Response:

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

Consumer Response: I am rejecting this response because:

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

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


Business Response:

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

 

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

***** ****

Strategic Analyst/Columbia Gas Of Ohio

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

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

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

Business Response:

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

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

Sincerely,

*****, Columbia Gas Of Ohio

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

 

 

 

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

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

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

Business Response:

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

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

Sincerely,

****** Customer Relations

Columbia Gas Of Ohio

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

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

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

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

Business Response:

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

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

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

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

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

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

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

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

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

Complaint: 10005661

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


Regards,

Angelique Martinez

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

Consumer Response: I am rejecting this response because:

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

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

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

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

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

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

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

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

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


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

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

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

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

Business Response:

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

 

Thank you

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

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

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

Business Response:

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

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

Cordially,

***** - Columbia Gas of Ohio

  

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



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

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

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

Business Response:

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

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

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

***** - COLUMBIA GAS OF OHIO

EXECUTIVE APPEALS/STRATEGIC INITIATIVES

4/4/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: This company has techs that work till midnight in this area and one of them showed up at 11PM Monday night and shut off the service. No knocking or notice left on the door. When we finally realized the service was off (a day later) we called and made the payment of $150 dollars. They stated that someone would be out with a 30 minute call ahead. The tech called and hung up both times without any attempt to call back. I answered the call both times and was hung up on both times. I called Columbia Gas after each call and they stated that the tech stated they were hung up on. No one at this company tried to help or address this issue, it is cold and we have no hot water and told me that we have to now wait a week to get the service back on. This company is ran as a monopoly and doesn't have any competition so they run their business like a straight racket...They have tech working all kind of hours but no one has time to come by here and turn the service back on.

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

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

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

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

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

Business Response:

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

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

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

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

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

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

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

***** - COLUMBIA GAS OF OHIO

EXECUTIVE APPEALS/STRATEGIC INITIATIVES

 

     

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

Business Response:

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

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

Cordially,

***** * Columbia Gas of Ohio

Executive Appeals/Strategic Initiatives  

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




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

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

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

Business Response:

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

 

 

3/9/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I originally called in at 3pm to make sure that my bill was correct since I just moved in to a new apartment and it seemed a little high. While on the phone with the woman she started asking me about my services, I said it took a while for the furnace to heat up and for my water to heat. This is due to the fact that I live in an old building with old appliances. Nothing more. She automatically starts saying that this is an emergency and they have to send someone out immediately to inspect everything. I can understand this if I had complained about my heat not working at all, which it clearly is from the high bill. I asked for them not to send a tech out, but they still did. I was not home at the time and I asked that if they must send someone out could they do it at a later time when I could be there to let them in. She said this was not possible and the tech would be there shortly. 3 hours later I receive an email from my landlord stating that one of the other tenants was told the tech had arrived and since he was not able to enter they were going to shut my services off. I was never called or notified. I have now sat in a cold apartment, 50 degrees and dropping, for 3 hours. I have called several times to get someone to come turn the gas and heat back on but they can not give me an eta or if they will even be here today. This is outrageous for this time of year. It is 30 degrees F outside and they turned my gas off because a back room operator decided to assume I had a gas leak when I never reported one. I have called several times telling them there was no emergency and there was no need for anyone to come out, or at least to wait until I was able to let them in. Now their offices are closed and the emergency line operators will not talk to me since I do not have an emergency. I have been hung up on twice.

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

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

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

 

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

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

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

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

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

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

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

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

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

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



















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

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

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

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

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

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

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

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

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

Better Business Bureau:

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

Regards,

**** ****


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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Better Business Bureau:

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

Regards,

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

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

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

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

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

2/6/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I paid a bill online. I had a situation where I had an issue with my checking account. The payment got bounced. So when I found this out I immediately paid the $260 Bill that I was required to pay. Then the next day they re submitted payment on the other e check I sent in. I now have a $260 credit on my account. I need the $260 to pay other bills. They are telling me that I can't get my money back for TWO weeks!! This is ridiculous. Basically what they are doing is holding my money hostage. I have had this happen with them before. They are holding the money so another billing cycle will go through in that time...then I will not get my $260 back..I will get whatever is left after my current bill. I CANNOT...and Will not wait two weeks to get my money back. This is an unfair business practice and I want my money back now.

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

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

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


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

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




1/27/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I have had service with Columbia Gas service for about 3 years now. Last year, I fell behind on my gas bill, and had to apply for public assistance to help pay the bill. The bill was paid down to zero, and I was told that my bill would now be $36.00 per month. I maintained the payments as agreed up until the time that I moved, in June. Up until now I have simply been using gas service under my landlord's account, but he told me that the gas bills were getting too high and that I needed to have the gas transfered back into my name.I called Columbus Gas in an attempt to have the gas switched over. To my surprise, I was told that I had an outstanding gas bill of over $800 dollars. I was further told that no payment arrangement could be made to restore my service unless I paid a $175.00 dollar "one time winter option". I once again went to the Community Action office to re-apply for PIPP. They once again paid the $175 dollar payment, but I was then informed by Columbia Gas that I would STILL need to pay a $149.00 towards the default on TOP of the $175.00 that community action was paying, and that no payment arrangements would be made regarding this, and that my PIPP would not be reinstated until the $149.00 was paid in full. I just paid $130.00 dollars towards my LANDLORD's gas bill, went to PIPP, recieved another $175.00 towards MY gas bill, and they're still wanting more! I was also told that they had been billing me since JUNE even though I moved out of my old residence in June, and have not had gas serivce since then! I called the day after I moved out to have the service disconnected. Previously, upon establishing the initial service at 472 ******* (the apartment that I moved out of), Columbia Gas had be billed for service at an address which I'd never even lived at, and the wrong social security number in their system! Columbia Gas obviously keep shawdy records and I would like my bill to reflect ACTUAL legitimate charges, not just whatever Columbia Gas decides they should be.

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

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

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


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

Consumer Response:

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



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

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

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

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

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

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

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

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

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

1/17/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: My realtor turned on the gas to our new residence to better facilitate the closing process of my home. So there are two accounts involved but I will be paying for both accounts. To start off I am personally charged a Fixed Monthly Delivery Charge (FMDC) of $17.81 for 12 billing days at my old residence (not pro-rated). Then the realtor is charged a FMDC of $17.81 for 24 billing days. The realtor is then charged a FMDC of $17.81 for 1 billing day with 0 gas usage (this is neither "monthly" nor "delivery" which makes the title of this fee confusing). I will also be charged another FMDC of $17.81 on my next bill for my current residence for just a name change.This leads to four charges of $17.81 in a single month time span. Let alone, their justification for charging $17.81 in a single day for no gas usage calling it a Fixed "Monthly" "Delivery" Charge doesn't make sense. I've contacted them and they aren't able to offer a resolution short of me paying including taxes + infrastructure replacement program rider ($4.71 per bill) nearly $100 just to change my residence.

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

Business Response:

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

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

Better Business Bureau:

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

Regards,

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

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

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

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

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

1/7/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I smelled gas odors in the front of my house. I just bought this house and moved in August 7th, 2013. I called Columbia gas, they sent someone out. They confirmed there was a leak not far from my sidewalk to my driveway and told me it was nothing to worry about, that it was on their end, not my responsiblity to repair and that someone would contact me within the next week. No one ever contacted me and i continued to smell the odors. Again, I called, again they sent someone out, again they said someone would contact me within the next week.Again no one did. So I called the office again. They explained to me they have up to 15 months to repair it however someone was sent out to repair it the next week. Not only did they repair the line with several leaks but they also removed the meter that was inside my garage next to the door to the outside which is on the very front of my house in plain view, and left several holes in my siding. Then the guys left my garage door sensor dangling which would not allow my garage door to close. The sensor was attached to the garage wall next to the meter before they removed it. The meter and holes in my siding is a complete eye sore now.

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

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

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

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

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

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

12/30/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I moved into my first home on Oct 22, 2013. Several days before, I called Columbia Gas to have service transferred from my apartment to my new home. When I moved in, the gas was shut off. I called CG and they said I needed to scheduled a date to have the gas turned on. They stated that it would take 5 business days for someone to come out. I sat in my home for a week with no heat, hot water or stove. Someone finally came out and discovered a small leak near the meter. They came out the next day to dig up my yard and fix the leak. They completed an inspection, turned my gas on and said I was good to go.I hadn't received a gas bill by Dec. 18th. Wanting to do the right thing, I called CG on the 18th at 2:49pm to find out why. They stated that I never opened an account and the gas should not even be turned on for the house. I explained that I transferred my service and someone came out to turn the gas on. The representative stated that she would send someone out to take care of the meter. I advised that I would be leaving at 5pm and she stated someone would be out by 4pm. Nobody ever showed up. Later that night, a representative called me telling me that a tech was on his way to remove my meter to be investigated for theft and fraud. She stated I would not have service until the investigation was complete.I have AGAIN been sitting in my house in sub-freezing temps with no heat, hot water or stove, one week before Christmas. They told me the investigation would be complete on Dec 20th and I could call to work out a payment and service would be reinstated. I called twice on the 20th and they just keep telling me to call back later. I have gotten nowhere. CG is solely to blame for this ridiculous situation, yet I am the one being punished by taking showers in ice cold water and constantly being wrapped in blankets. My family coming into town and is supposed to spend Christmas Eve and day with me in my first home. I can't cook them dinner and we will probably have to open presents in a hotel room.

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

Business Response:

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

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

Better Business Bureau:

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

Regards,

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

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

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

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

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

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

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

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

 

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Better Business Bureau:

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

Regards,

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

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

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

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

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

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

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

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

Business Response:

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

 

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

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

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

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

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

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

Complaint: 9800081

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


Regards,

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

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

 
Thank you  

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

Complaint: *******

I am rejecting this response because:

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

Regards,

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


Business Response: I sent a fax at 3:50

 
Thank you
 

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

Better Business Bureau:

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

Regards,

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

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

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

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

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

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

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

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

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

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

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

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

Consumer Response:

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

 

  Good Afternoon, ***

 

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

 

  Sincerely,

 ****** *******

Business Response:

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

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

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

 

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

Customer Relations

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Business Response:

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

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

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

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

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

Betsy

Columbia Gas of Ohio

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

Better Business Bureau:

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

Regards,

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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


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

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

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

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

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

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

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

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

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

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

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

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

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

Better Business Bureau:

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

Regards,

****** *****

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

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

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

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

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

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

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

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

9/25/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Advised we could not transfer service from previous owner. Made me wait a week to get gas turned back on. after waiting all day i was advised that the date was for tomorrow after i had confirmed with multiple people before and during the dispatch window it was for today. No one I spoke to was able to help or even seemed to care.

Desired Settlement: Assure someone will be out tomorrow.

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

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

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

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

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

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

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

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

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

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

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

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

9/23/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: I was informed that if I made a payment of 94 dollars no later than Sept. 4th that I would avoid shutoff but when I attempted to make a payment they told me the system was down and that they couldnt access my account to make the payment. I tried multiple times throughout the day and was told the same thing. Then they go ahead and shut me off and I called and was told now I have to pay 253.56 to get service restored. when I tried arguing that its not my fault that the system was down the supervisor told me that there is nothing they can do. I have had problems with them doing this kind of thing to me before. I feel that I should recieve a major credit on my account.I was not pleased with how I was talked to by the supervisor either. She was not polite at all and just kept saying the system being down did not excuse failure to pay. I tried arguing that its not my fault that I was told I couldnt make the payment When I called. I attempted to make the payment on time. I cant afford to pay the 253 dollars that they want for me to have my gas back on when its their fault that I couldnt make my payment on time. I just got paid yesterday and went immediatley and attempted to make the payment.

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

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

9/23/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Since moving into the apartment on July 22nd, I have heard loud intermittent noises coming from the gas meter. When the building's boiler is on, the gas meter sounds like a lumber mill.The noises happen at all hours of the day and this has literally kept me from sleeping properly for the last month and a half.I called Columbia gas and was told that a technician had inspected the gas meter on August 21st and said nothing was wrong with it. (He may not have been around long enough to hear the sound). I scheduled a follow up appointment on Thursday August 29th. When the technician arrived, I showed him a video recording of the meter. He agreed that the meter needed to be replaced and told me that he would file a report.At 3pm September 5th, I called Columbia Gas again; I was told that no inspection had been made on August 29th. The operator told me again that a technician would come to inspect the meter.

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

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

9/22/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Starting months ago Columbia gas sent out letters saying there was a federal required safety inspection on all gas meters. Well I called them informed them my meter was located in my neighbors house. THe agent then told me to get my neighbors key to let in the safety inspector. I informed him thats not going to happen. Well fast forward to months later, several bills later. Another call takes place to me having to inform them AGAIN that i do not have access to my meter. ANd I wanted to know how they had no problem finding my meter when they want money but they couldnt manage to find it for an inspection. At this time they had already inspected my neighbors meter and the 3 other meters located in his basement but managed to miss mine. Well finally my neighbor set up another safety inspection for them to come back again and this time the guy came. Now two weeks later Im still getting termination letters saying my gas is going to be shut off and the letter puts all the blame on me. SO i called again and once again i was told to set up another inspection and again i told the lady i didnt have access and then demanded to know why they managed to miss only one meter out of four when they came and inspected them the last several times. Finally after several minutes of trying to get my point across the lady finally said oh i found the inspectors notes and it says you passed.

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

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

9/15/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I sent 589.00 my truck payment by miss take, I called then on the 7-20-2013 and told them what happened. and let them know I need it back to pay my truck this month. They told me I would have to get a letter from my bank that the money was in my account . I let them know that it was a online payment and it cleared my bank on 7-15-2013 . Then they said the would return my money mines my bill . I just got a letter saying they are credit my account . This is my money not theirs , and they want people to pay there bills on time or they charge you a late fee . I feel I should be treated the same .

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

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

9/15/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: called in to disconnect service in august of 2010 because i was moving to an address with all electric.service was never disconnected as i had requested .moved to a new address in august 2013 called columbia gas to start service at new address and was told that serviced remained turned on at my old address and whoever lived there used the service for 3 years .. columbia gas co. told me i was responsible for the $1600 bill and is refusing to credit me even though they did have a work order to disconnect.have tried to get the issue resolved so i have service at my new address but they are refusing to help and the last agent and supervisor i spoke with both got frustrated and hung up the phone..Besides reporting to BBB I dont know what else to do.

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

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

9/3/2013 Problems with Product/Service | Read Complaint Details
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Complaint: On 8/18 I call to get a medical form fax over to my daughtet docyor office which was sent and fax back over sam day at 2. I was then given a call by one of there reps at say they have gotten all information and for me to call back to connect my service.Which I call and was told that it would be back on today I wait and no one came out so I called back and was told that it will be 8/19 someone will be out in the morning ans no one showed up to come out. I have call and talk to many teps and and mangers. Who told me they where coming out and np one has show up. And I was home all day.

Desired Settlement: Money off my bill

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

8/25/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: My case is like this. I started the gas service by Columbia Gas of Ohio on August 1st. Then I received my first bill on August 5th. It charged me $24.72 only for these four days! I find there is a $17.81 fixed monthly delivery charge, which means they read my meter numbers after only four days from I started. This is unacceptable for me.So I talked to the customer service. They said they change the policy about the fixed meter-reading date -- the fifth day of each month in June 2003. The conclusion they gave me was that they could do nothing for my case and it was my ignorance about their policy that caused the charge. Yet, I still can't accept this for these three reasons. First, the full monthly charge and the rule of fixed reading dates are not friendly for the customers. It is so hard to guess the fifth day of a month is a special day to start something. What if someone starts the service on August 4th, should he/she be charged the $17.81 for the only one-day period? Furthermore, because of the full monthly charge, they make more money from the customers without giving us any benefits. Thus, this rule is unfair for us.Secondly, they changed their policy in June 2003, so they should notice their new customers about the important changes. I called the customer service few days before I started the service. In other words, if they had noticed me the reading date, I could have changed my plan to avoid the unnecessary charge. If so, everything would be easy! As an international student studying in the US, I feel so sad that they ask me to check out all the rules they made before starting a service; while at the same time I have to try my best to understand English and those words that don't appear on my English textbook. The information and the rights are asymmetric. Thus, I feel cheated by them.Last but not least, I am unsatisfied with their service that one can easily start but have many issues to deal with when using or canceling. It's like their main goal is just to increase their

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

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

8/20/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Preface: Sometime in April 2013, Columbia Gas of Ohio removed my inside gas meter and installed one outside.This resulted in a few problems one of which is the focus of this letter. Problem: In the process of digging to move gas lines etc., the ground was disturbed and one of the sidewalk concrete blocks was disturbed and became lopsided when reinstalled thus turning into a health hazard and a liability issue. 1. So on July 9th, I contacted Columbia Gas and informed them of the problem. They promised that a person from their sub-contractor ( ****** Pipeline) would contact me.2. On July 17, **** from ****** Pipeline comes over to show me a video which in his mind proved that there was no change in my sidewalk block, with which I disagreed bec. even though my sidewalk block was not perfect, it was not that uneven and so lopsided. To say the least, he was rude and accused me of power washing the side walk to get rid of the white paint which they use to mark previously damaged blocks.and he was trying to get out of correcting the problem.3. On July 22, I called Columbia Gas again and informed them of the issue and was told a supervisor would call me which he did. However, instead of listening to my complaint with an open mind, he sided with the contractor. When I asked for a written rejection and explanation of my complaint, he turned offensive and told me" I am not going to release this information" and told me " I am going to hang up now" and shut down the phone.4. In conclusion, I am not asking for a new block. I simply want the old block leveled safely.

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

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

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

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

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

















8/16/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I own a rental property at 3248 ******** Avenue in Toledo, Ohio. Columbia Gas of Ohio has been doing gas line work in the area over the past 6 months and some of the work was at my property. The work included digging up multiple sections of my sidewalk. One section of the sidewalk was attached to my concrete stairs leading up a hill to the house. In order to pour the concrete for the new sidewalk the company doing the work removed the bottom stair of my concrete stairs. They never replaced the bottom concrete step that they removed and now all of the stairs have broken and/or slid down the hill. It is a danger to the tenants, mail carriers, and anyone else going to the house. I have contacted Columbia Gas many times and nothing has been done.

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

Business Response:

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

 

8/9/2013 Problems with Product/Service | Read Complaint Details
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Complaint: My gas was shut off on 7/25/2013 and the bill was paid same day. When asked for a specific time for the service will be cut back on, I was told there is no certain time and that it was required for someone to be home for the service man to enter or leave my home open. When asked for the service department I was told I was not allow to have the number or speak with someone about the time. The reps are very in considered and unfriendly. I just came home with a newborn and my gas is very important to have right now with a newborn and no one from Columbia Gas would help me.

Desired Settlement: Need for service time to be given.

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

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

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

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

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

Better Business Bureau:

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

Regards,

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

7/29/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: I recently moved out of my apartment that has gas utilities provided by Columbia Gas of Ohio. The date the service ended was 3 days into a billing cycling. Columbia Gas of Ohio charged me a full month of "administrative" costs (Fixed Monthly Delivery Charge, Infrastructure Replacement Program Rider). The total of this was $22.52. My usage cost was $0.04 . When I asked customer service about this they explained that they do not prorate these charges as stated in their policy. I was never told this policy but was told it was included in their welcome packet but I do not recall it. When I talked to a supervisor I was told everyone is charged that amount because the company incurs costs every month for each customer, and they refused to do anything about charging me the full "maintenance fee", as the supervisor referred to them.I think it's an unacceptable and unethical practice to charge for a full month of these "maintenance fees" when the gas was never shut off since the new resident started their service the same day my service end. This means Columbia Gas of Ohio received double these fees, once for my 3 day billing period and again for the new residents billing period.

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

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

7/28/2013 Problems with Product/Service | Read Complaint Details
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Complaint: They say someone will be out to restore gas service but then show up at 8 am and don't even knock on the door and say no one is home and that they cant come back for a week. The reps are very rude and try and blame it on the customer when it actually is the fault of the technician.

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

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

7/28/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Columbia Gas of Ohio disconnected my gas service to my commercial building with no cause and caused me to hire mechanical service company and maintenance staff to check to see why we do not have heat during winter. The important effort was to identify cause in which the existing building plumbing is not damaged during freezing. It was determined that, Columbia Gas Company has did connected our service by mistake. Columbia Gas Company asked for bills we have encounter for their mistake which was faxed to them. Up-to-date, Columbia gas company has not compansate our cost and has combined the closed account with current account to force payment. They have disconnected service to our location for payment on closed account. I have paid the maintenance staff and our staff salaries for Columbia gas mistake and shall be compensated.

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

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

7/26/2013 Problems with Product/Service | Read Complaint Details
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Complaint: On 7/11/13 Columbia Gas shut off gas to my duplex at 157/159 W. ******** Rd. Columbus oh 43202 to replace meters. We (myself or the tenant) did not receive any notice that this work was going to happen. Customer service stated they hung a door tag the day before. This was the day huge windstorm that knocked out power to hundreds of thousands in Columbus. My tenant came home and found a tag stating gas shut off and call to have serve restored. At approximately 9 pm on 7/11/13 tenant called and stated gas company was in her apartment and could not turn on gas due to a failed pressure test. Columbia Gas representative at apartment spoke to me using the tenants cell phone. He did not identify himself and began to tell me that I needed to get a plumber and have my gas lines replaced before he could turn the gas on. I asked him his name to begin to get basic information. He replied "*****". I asked him his last name and he told me I did not need to know that. I asked for his immediate supervisors name and his only reply was that he had "many supervisors". He then offered up his last name ****** (?? sp). My tenant is a young single girl and I wanted to make sure this person was not apart of a scam or represented a threat. He stated that he entered the attic and in the other side of the duplex (which was done without authorization from the owner). He said he was going to pressure check the other side before he left so he could at least turn on that gas. I asked him if he could wait 15 minutes until I got there. He agreed. When I got there the tenant said he got an emergency call and had to leave and did not turn on the other gas. The next day I hired a plumber in an emergency status. I fixed any deficiency noted. When calling for an inspection you are given two choices. A call ahead or 4 hour time window. If you use the call ahead they will only call twice and you lose your place in line. You cannot return the call. Nightmare on ********.

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

Business Response:

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

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

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

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





























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

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






























7/18/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I recently moved and transferred service with Columbia Gas. I am now going to be charged twice for the "fixed monthly delivery charge" because my move date was 2 days after the billing cycle (due to the weekend). I have been a customer for years and think it is ridiculous that I am going to be charged twice in 1 month for a fixed charge that has nothing to do with usage. I spoke with Sue and then the supervisor, Kelly, to voice my concerns. Nothing was resolved and I am still required to pay the charge.

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

Business Response:

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

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

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

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

Better Business Bureau:

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

Regards,

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

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

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

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

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

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

Better Business Bureau:

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

Regards,

***** ******


Customer Review(s)

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Customer Reviews Summary

33 Customer Reviews on Columbia Gas of Ohio
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