Customer ReviewsforNational Fuel Gas Company

This company has been "not billing correctly" for the past year. I don't know what their problem is or why they can't bill correctly, but it is a horrible service. It is confusing and financially frustrating. I use their online system and pay all my bills in full every month. However, they keep sending notices of THEIR mistakes and sending me very large extra charges. Adding additional $100 - 600 on top of my regular charges, always claiming they have incorrectly charged me previously. This is NOT affordable or reliable in any way. Terrible Terrible company.

This company only makes estimates on the amount of Gas used by the home and they base it off of past tenants. My bill went from 20.00 to 88.69 in 1 month. Called customer service and they are not able to give a breakdown of charges. They say there is a 43 a month service fee but this is not listed on any bill. I made them come do a reading and now I only owe 65.39 although this is still MUCH higher than average and I am 1 person in 1 house. only gas appliances are the Heat which isnt used much at all and the hotwater. 4 showers a week.

I used National Fuel for my entire stay at my Buffalo apartments. When I was leaving the apartment in July I sent an email to the company stating that I am moving and to switch the utility back into my Landlords name (protocol per my landlord). I had gotten emails for the following few months saying I owed 0.00 for the month. There was no breakdown included and I just figured since I cancelled the service that it was just a reminder. After 3 months of that, I got a bill last month for the gas being used at the apartment. I called National Fuel to say that there must be a mistake, since I haven't lived in the apartment in 4 months and live in a completely different state. The rep said I had to call to cancel, and not an email. Now I am stuck paying the new tenants gas bill for those months!! The reason my first three months showed $0 due was because I had a credit on my account. So national Fuel not only went through and used my credit I had, I am now stuck paying two months of the new tenants bill. They offered NO resolution to send the new tenant the bill. It’s November and I had sent this email to National Fuel in June! Very bad customer service, I will steer anyone away from this company.

They should be put out of business! I was put on there budget plan without my permission. I had said I DECLINED and was put on it anyway. I was unaware and not given any notification of this action. I called in June to stop this plan service and, was just told there was a glitch in the system and was NOT TAKEN OFF THE PLAN. It would take another month to fix this. I'm a widowed senior citizen. Is that what this country has become. I'm completely dismayed at all of this. Jan 23

In April 2023 National Fuel tore up my lawn to place a pipe under the road to provide gas to a house across Lake Road, Wilson NY. I was assured that they would come and fix the lawn and seed it. However, they came and threw some dirt around, left the mound of dirt from them digging and that was it. I called and let them know that they needed to smooth out the dirt pile and seed it. I would think that a company of this size would have people that would do the job. I am considering calling the news and having them come out. How they should remedy this, send the landscaper back out to fix the mess.

On April 22, My resident called to inform me that they wouldn t re connect her gas due to being late paying. The tech said there was an issue with the chimney. We contacted the gas immergency number, they only told us there was an issue with the chimney, if we fixed the issue with the chimney they would turn the gas back on. We fixed the issue, called, they sent a tech, he would not recconnect, he stated that we needed a hard pipe coming out of the furnace instead of a flexible one, at that point it was less than 40 degrees. The resident was without heat and hot water for 3 days in under 40 degrees. The tech should have reconnected and given us a window to get the work done. We were assured if we fixed the chimney issue the gas would have been recconnected when we taked to the dispatch the first and again the day we fixed the chimney issue. Nothing was mentioned on either phone calls about the necessity of changing from a flexible to a hard pipe coming out of the furnace! Extremely poor information being given to a customer in an extreme weather situation. This Company should have better communication with its' paying customers! We the people are paying for them! Please do better National Fuel, you used to be better back in the day and look forward to your management, training your employees to be able to communicate necessary information when there are issues that the customer needs to know innitially and not after the fact, if there is a particular issue, this saves time and money for your company and your customers. Please note, when we tell you to fix issues, you need to listen and change it!!

How dare they triple our rates in the middle of winter. We keep our heat at 62 all day & night. Hardly use our dryer and cook the normal amount for 2 adults and yet we are being punished with a bill triple what it was last month. Absolutely ridiculous business practices and heartless for anyone who doesn’t have a good job. Shame on National Fuel.

National fuel should not be providing utilities. Their customer service representatives are very very rude. One of them decided to “punish me” for asking for a supervisor by putting me on hold until she felt like it. She would come back on the call to try to set up an appointment for me. I kept explaining to her that what I needed was not an appointment but I needed to speak to a supervisor. She said my situation was not an emergency and continued to put me on hold again until she felt talking to me. This is insane. Nobody should be treated like that especially for utility services.

Their 8 hour window of service with 15 minute notice is HORRIBLE. They expect us to waste an entire day, possibly lose income, and wait in a house that currently has no heat because the gas is off for what amounts to a 30 minute or under job to turn the gas on and check the furnace!! They told me the 15 minutes is controlled by the public service commission, but I could not find any documentation of this in the bill or rights. This policy needs to change to a 4 hour window with at least 30 minutes of advance notice!!! If an emergency happens that pulls the crew away, then they should be able to communicate such!! With technology, there is no reason systems in place should not be able to automate this process via text/automated calls.