Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/19/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Approximately 2 months ago, Florida City Gas changed account numbers and billing processes. Receiving the bill from them VIA POSTAL MAIL has been problematic. The bill barely gets to our address in time to pay in any other method than using their online option. So far, we have been assessed late fees twice, and this month, no paper bill arrived at all. Then went I logged into the portal, it showed that they HAD received our payment for last month, and also that they HAD NOT received our payment for last month. I printed out all of the billing for my records because it is absolutely confusing, frustrating, and above all else INCORRECT. I think they should refund all of the late changes assessed in the last 2 months, and correct their billing processes to better serve the customer.

  Customer Answer

  Date: 07/21/2025

  Hello, I spoke with **************** at ********************** today, and they have refunded the late fees for 2 of the bills.  Once our next payment is received, I am to call the representative and she will again refund the late fees.  She also confirmed that I will be receiving e-bills via email monthly after the gas meter is read.  This should provide enough time to make a payment without late fees.  

  I am satisfied with this response.

  Kind regards, **** and ***** *******

  Business Response

  Date: 07/24/2025

  The customer was assisted through an escalation call with a bill inquiry. The customer had not received the invoice after registering for paperless billing. Confirmed the customer's email and it was correct on the customer's account. To further assist the customer was emailed an invoice while on the line and the customer confirmed received. The customer is upset has informed is making payments on time and are not posting on time generating late payment charges. As a one-time courtesy 2 late payment charges were waived total of $10.08. The customer was advised to allow more time when mailing payments to allow payments to be received and processed in a timely matter. The customer understood. The customer was satisfied and no further questions or concerns.

  Customer Answer

  Date: 07/25/2025

   
  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.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:07/02/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account is merged with another customer. I've called multiple times, speaking with ****** and ******* to remediate the account problem. Both parties stated they will get the problem fixed and call me back; however, no one ever calls back. I'm writing because the hold-time on the phone can be extensive and truthfully nothing has been corrected up to this point. I would like to pay my bill. Access my account online (online login does not work). And have an account that is not connected to another customer. I've called on the 19th, 25th, and 30th along with a few other days but the wait time was entering over 20 minutes and had to hang up. My account number is allegedly ***********. Would greatly appreciate to have this account issue fixed. In addition, their online contact system does not work either. I'm left with no other option to receive help.

  Business Response

  Date: 07/11/2025

  
  On July 2, 2025, the Customer reached out to the ********************. The customer was frustrated with the online portal. On 6/19/2025 the customer called ********************** to report the wrong customers account was showing. The ********************** Representative created a Solution Support Request advising of the online portal error. On 7/2/2025, FCG Representative reached out to the customer and explained the ticket has not yet been resolved, at this time the FCG Representative has escalated the ticket. On 7/7/2025 the FCG Representative was informed the portal has been corrected. FCG Representative spoke to the customer and with a password reset the customer was able to log in and see the correct. She immediately made a payment, and all concerns and questions were addressed. The customer is satisfied.

• Initial Complaint

  Date:06/24/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For some reason, this utility company is making it extremely difficult to pay a bill without incurring a late charge or fee of some kind through what they call "third party partners". Something has recently changed there. I use my ***** **** pay to pay all my bills. I haven't had a problem for years with Florida City Gas but now when i go to pay them my payment won't post for a full 7 days. I can wire hundreds of thousands of dollars in a matter of minutes but these guys can't post a $50 payment in less than 7 days now? In 2025?If payment is late, they charge you a minimum of $5. Or, you can use their "third party provider" for a "convenience " fee of $2.95. Why do I need to pay a convenience fee when I'm trying to pay a bill a WEEK before due date? And they claim they do not get any part of that convenience fee. Hmmm...Sooooooo, I try to sign up for autopay. Can't do it. Web site keeps giving me some error message. Tried calling "customer service" number. On hold forever. Hangs up when you pick "all other questions" option. IMMEDIATELY!!!To sum up, I don't get it. This needs to be brought up to some watchdog organization or an oversight group. They seem to be purposely making it difficult so they can collect late charges.

  Business Response

  Date: 06/26/2025

  On June 24th, 2025, the customer contacted the ********************. He was upset about the lengthy timeline for his online payment to be delivered and posted to their Florida City Gas account.  The Customer also disputed the processing fee of $2.95. The representative  explained that the new payment center is based out of *******, **, and they were unaware of how many days it takes the  *************************** to deliver the mail. They also explained that the fee is required when submitting a payment via IVR, through the Customer's online portal, or with an agent.
  As a one-time courtesy, a credit for the processing fee was applied to the customers account balance.  ********************** offered the AutoPay option, and the Customer agreed to set it up for future payments. The Customer was satisfied with the resolution.

  Customer Answer

  Date: 07/11/2025

   
  Better Business Bureau:
  
  I have reviewed their response. As I only have 2 choices I chose this way to close the matter. However, it really does not address the complaint I have. They did NOT propose the autopay solution. I complained to them that I was unable to contact them in any way- phone call or online- to set this up myself. It got done BECAUSE i filed this complaint and they called me. Also, there was no satisfactory answer to get them paid on time WITHOUT having to do autopay. I'm sorry, but that just isn't right forcing customers to pay in this manner or be charged extra just to guarantee they receive it on time. I've dealt with utilities in 3 different states now, this one is shady.
  
  Sincerely,
  ****** ******

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 06/20/2025 a Florida City Gas representative came out to our home to mark where the gas lines are located since we were doing some planting. The representative noticed that our gas line connecting to the meter was in poor condition and needed to be replaced. There was no gas leak as he checked for air bubbles and after speaking to his supervisor he said that a crew would come out the next day to do the repair. Nobody came out to do the repair and after calling them three times and being transferred and nobody picking up I gave up. This is extremely poor customer service and their call center just say Please Hold and transfer you to an unknown department for a very long time and then the call drops. Firstly, I want my gas line to the meter fixed and secondly I would like a formal apology for the poor **************** provided by **********************. After being a customer for 28 years this is totally unacceptable.

  Business Response

  Date: 06/26/2025

  On June 23rd, 2025, we received a BBB from a customer reporting on 6/20/2025 a FCG technician went to his property to locate gas lines and informed him that his meter was in poor condition and needed to be replaced.  He informed the customer that a technician would replace the meter on 6/21/2025. He also informed the customer there was no sign of a leak.
  
  On 6/23/2025 the customer advised ******************** we have not yet gone by the property to replace the meter. 
  
  On 6/24/2025 the FCG Representative informed the customer that the field request was sent to the operations team for further review. 
  
  On 6/24/2025 an appointment was scheduled for 6/25/2025 to replace the riser. The Operations Supervisor apologized the customer and explained there was a misunderstanding in the scheduling.
  
  On 6/25/2025 Operation Supervisor informed FCG ******************** performed maintenance repairs successfully. The interruption was minimal, and when the crew left, they left the gas on and all the appliances working properly. My apologies for the misunderstanding." 
  
  The customer was satisfied with the result. 

  Customer Answer

  Date: 06/26/2025

  I appreciate that FCG sent out a crew to repair the pipe to my gas meter. The crew were very professional and kept me informed of the work they were going to complete. The technician did point out that the meter was very old and should be replaced with a new one. He advised me he was going to submit a request for a new meter. I would like to know if this is going to be done in the near future. 

  Customer Answer

  Date: 06/26/2025

  Most Recent Message

  Date Sent: 6/26/2025 12:53:08 PM
  I appreciate that FCG sent out a crew to repair the pipe to my gas meter. The crew were very professional and kept me informed of the work they were going to complete. The technician did point out that the meter was very old and should be replaced with a new one. He advised me he was going to submit a request for a new meter. I would like to know if this is going to be done in the near future. 

  Customer Answer

  Date: 07/02/2025

  On 07/02/25, FCG crew came out to property to replace old meter with a new one. The job was completed in about 20 minutes with minimal disruption. The technicians were very professional and courteous. Thank you FCG for your efforts to resolve this matter. 

• Initial Complaint

  Date:06/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Florida City Gas changed their customer account numbers and customer information system, as a result they appear to be incapable of crediting my mother's checks to her account (the last two bills have included a notice that they did not receive payment, although her checks were mailed on time and cleared the bank). We were unable to resolve the issue with customer "service" unless she uses checks with her legal married name (*****), and the clerk was quite short with her. The clerk insisted that she change the account - the issue is my mother is 92 years old and house bound, and not internet savvy. Florida City Gas appears to be taking advantage of seniors who do not have resources to deal with changes like this.

  Business Response

  Date: 06/11/2025

  On June 6, 2025 the Customer informed a representative that they already mailed their payment. Upon reviewing the account, ********************** located the customers payments.  

  The Customer was informed that, the account is current, has no late fees, and explained that the message was reading was a general message on all of the invoices. Florida City Gas apologized to the Customer for any confusion this may have caused. The Customer understood and was satisfied.

• Initial Complaint

  Date:05/25/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Florida City Gas has notified me that they have changed how bills are paid and route me to their web site. Unfortunately, I cannot log into the site any longer because they now want an master code of some kind that I don't have. I have called their customer support line several times, each ending in no contact after a minimum of 30 minutes on hold listening to junk tones. There is no way to contact them by email and they won't answer the phones. Really poor customer support.

  Business Response

  Date: 05/28/2025

  On May 27, 2025, a representative from Florida City Gas contacted the Customer and assisted them with accessing the online portal.   The Customer was satisfied and had no further questions or concerns.

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We closed on our house on May 2nd 2025, on that very same day we called the Florida City Gas line to begin our services- the representative we spoke to advised that it would take two days for our service to begin. Its been a week and we still do not have hot water or gas throughout our house. Ive called multiple times asking for help as I have two small children and these conditions are unacceptable and no one I talk to knows what is happening and refuses to give me a straight answer. I spoke to a supervisor named ***** and she ensured she would look into this and get it fixed ASAP as well as call me back with an update and I have heard nothing. She refused to give me a call back number so that I can reach her directly.

  Business Response

  Date: 05/23/2025

  On May 9th, 2025, a Florida City Gas (FCG) Customer submitted a complaint with the BBBB?because on May 2nd, 2025, the customer called to activate services, and the representative advised her it would take two business days, and week later the activation request was not completed. After, speaking to multiple representatives on May 9th, 2025, a solution was not yet provided.

  
  On May 2, 2025, the Customer contacted ********************** to start services, but FCG was unable to assist because the gas meter information had not yet been uploaded into, the customer information system.

  
  On May 9th, 2025, the Customer contacted ********************** because their service activation had not been completed. into the system.

  
  On May 12, 2025, the ************** Team uploaded the meter information into the system A representative established the customers account, informed the customer, and scheduled activation for May 13, 2025. On May 13th, 2025, FCG Representative called the Customer and confirmed their service had been activated the Customer expressed their satisfaction with the resolution.

• Initial Complaint

  Date:05/02/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Florida City Gas recently updated their systems. All account numbers have changed. They provided a telephone number to obtain our new account number *************). We have tried to contact them several times (on hold for an hour) and cannot get through. The website no longer works. It does not recognize my user id or account number. This is unacceptable.

  Business Response

  Date: 05/12/2025

  On May 2nd, 2025, a Florida City Gas (FCG) customer reported that when the ******************** updated their customer information system, their account number was changed. They were unable to reach a live agent, to get assistance accessing the online portal, due to long hold times.  
  
  On May 5th, 2025, a representative emailed the customer their new account number, along with the online portal instructions, and apologized for the inconvenience.  On May 6th, 2025, the Customer successfully accessed the online portal and paid their balance. The Customer expressed their satisfaction.

  Customer Answer

  Date: 05/13/2025

   
  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.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/24/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  FCG changed my account number and has locked me out of online access. I have ebilling, but without access to my account and my April 2025 statement, I can't pay the current bill on time. They should have mailed our statements to all customers at this time so we have our new account numbers. If I can't pay in time, then I am disputing any late fee that may be charged.

  Business Response

  Date: 04/30/2025

  On April 24th, 2025, a Florida City Gas (FCG) customer reported the ******************** changed their account number and now they are unable to access their online portal to pay their bill.  The customer disputes any late charges that may occur. 
  
  On April 25, a representative informed the customer that the ******************** transitioned to a new customer information system, which resulted in new account numbers being generated for their customers.  The April invoice was generated just prior to the conversion and included the old account number.   The representative provided the customer with their new account number and instructions to access the online portal.  The customer gained access to their online account but opted to submit their payment via their bank.  FCG informed the customer, as a one-time courtesy, if the payment posted after May 1st, they would waive the late fee.  The customer expressed their satisfaction with the resolution.

  Customer Answer

  Date: 04/30/2025

  They have not adjusted the due date for my payment so I am waiting to see if they will actually reverse any penalty.  Since they did not make my new account monthly statement available until the week before due, I could not get my payment arranged with the bank early enough to get the payment processed in time.

  Customer Answer

  Date: 05/09/2025

  Date Sent: 4/30/2025 9:01:11 PM
  They have not adjusted the due date for my payment so I am waiting to see if they will actually reverse any penalty.  Since they did not make my new account monthly statement available until the week before due, I could not get my payment arranged with the bank early enough to get the payment processed in time.

  Business Response

  Date: 05/19/2025

  FCG Representative contact the Customer on 5/12/2025 and the Customer informed the Representative two payments were sent via bill pay on 5/2/2025 and 5/9/2025 in the amount of $60.34 each, and the Customer questioned why her due date was not changed.

  
  FCG Representative reviewed the account, and the payments were not yet reflecting on the account. It was explained to the Customer that ********************** cannot change the due dates and they are systematically generated based of the billing cycle. The Customer understood. The customer's account does not reflect any late payments which was the customer's initial complaint. Offered the Customer a call back to investigate missing payments.

  
   FCG Representative spoke to the billing department, and they advised the payments has not been received. 

  
   On 5/19/2025 both payments are reflecting on the account, and the customer has a credit of $6.14. The customer has been contacted and informed of the payment investigation status. The customer has online access and is satisfied, no further questions or concerns. 

  
  

  Customer Answer

  Date: 05/21/2025

   
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have last had contact to florida city gas two days before closing on my house *************** since then i have not been able to access have sent emails responding to their emails nor been able to log in online online it says i do not exist on the phone it says i do not exist I am the owner of 1950 gates road and flying out for work again tomorrow and now maybe gas is even turned off I just finished my move meaning arrived and on another business trip this is urgent.I cannot get this company to communicate respectfully valuing peoples time To this day i yet have a response on the inspection done prior to closing on the gas in my home nor am able to pay a **** *** a bill or look up anything This is absolutely insane!

  Business Response

  Date: 09/19/2024

  On September 12, 2024, Florida City Gas (FCG) received a BBB complaint from a customer stating she was unable to connect with a Florida City Gas representative.
  
  Upon review of the account, the technician noted that the customers turn on was completed on July 19, 2024.
  
  On September 13th, 2024, the customer informed the representative that she was replying to an unmonitored Florida City Gas Online Promotional email, rather than the customer service email. She also stated that her tankless hot water heater was not working. A Florida City Gas representative provided the customer with the correct email address. The representative verified and updated all of the customers account information.  A technician was dispatched to the customers premise. The Technician tested the pressure and found the tankless water heater was not turning on due to an electrical issue.
  
  On September 17th, 2024, a representative attempted to contact the customer but left a voicemail and sent an email requesting a return call.
  
  On September 18, 2024, the customer informed a representative that the tankless water heater is now working. She also confirmed she had the contact information for Florida City Gas **************** for future concerns.