Complaints

This profile includes complaints for Georgia Natural Gas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Georgia Natural Gas

  817 W Peachtree St NW Ste 1000 Atlanta, GA 30308-1147

  
• 

  Georgia Natural Gas

  PO Box 440667 Kennesaw, GA 30160-9533

  

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:06/06/2023

  Type:Product 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.

  A little over a year ago I found a gas leak under the house. I turned of the gas meter and locked it. All that time we didn't use any gas. My wife is 61 years old and I am 72. We just used the microwave, air fryer, insta pot, and electric frying pan. This worked well for ** at our ages. So, to save money I called Scana Energy the first of April 2023 and told them to close my account and remove the gas meter from my house. We were paying for something we weren't using and needed to save money. The Scana representative tried to talk me out of it. She told me if I have the meter removed that it would be really expensive to have it reinstalled and turned back on. I told her to turn it off and take it out. Georgia Natural Gas REMOVED THEIR METER AND PIPING FROM MY HOUSE ON APRIL 18, 2023, I saw it on my security cameras. A few days later I received a notice that ***** was going to take an autopay withdrawal of $31.49 from my account on May 5th. I called them and told them I had not used any gas and the meter was gone. The Scana rep said she saw that my account WAS closed. Yet on May 5th they did process an autopay withdrawal for $31.49. I sent them an email saying that I should not have been charged in May. To make matters worse, I received another email that they were going to do another autopay withdrawal on June 5th for $30.89. MY METER WAS REMOVED ON APRIL 18th!! I thought maybe it was an autogenerated message and I didn't do anything. SURE ENOUGH ON JUNE 5th they processed the withdrawal for $30.89. I know that I am talking about Scana Energy billing, but they are associated with Georgia Natural Gas. So, *****'s reputation is by default Georgia Natural Gas' reputation. Scana is the most unethical, dishonest, incompotent company I have dealt with. As I said, I am 72 years old and my wife is 61. We don't want, nor can we afford, to have disreputable utility companies stealing from us. I would like a refund for $62.38. And Please Stop Billing Me!

  

  Business Response

  Date: 06/07/2023

  ************** is not a customer of ********************.

• Initial Complaint

  Date:06/02/2023

  Type:Order 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.

  6-2-2023 I forgot to pay my gas bill they disconnected my gas and I paid the bill immediately when I realize. I made a mistake of not changing my contact information for billing and didn't receive a heads up about a disconnection. My complaint here is that they do not come out same day of even next day. I'll be taking cold baths all weekend and there is no other natural gas companies that are not monopolized by *********** and I believe there should be changes in their system

  

  Business Response

  Date: 06/08/2023

  We have made multiple attempts to reach the customer via phone and email.Our company has not received a return call or email reply to date. We would be happy to assist the customer if they return our call.

• Initial Complaint

  Date:05/29/2023

  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.

  Georgia Natural Gas- Ive been their customer since 2018 with no problems. My bill used to be ***** every month. Last month it jumped to $175. I called customer service and she said that I didnt re-enroll or I changed the budget energy plan I was on. I said that was in error. Shed only give me a $25 credit and I paid the bill even though my usage has decreased. I asked her to fix it so that I went back on the $***** plan. This month I got my bill which is $665.88! I called immediately thinking it was an administrative error, or maybe there was a gas leak I needed to fix. Neither. **************** said because I didnt re-enroll or because I switched plans I owe them back pay for the savings Ive gotten for the last 2-3 years. I do not think thats correct. Im one person in a small **** square ft home, with decreased usage. Without this backpay fee, my bill would be $45. I was denied speaking to a manager after asking. The customer service rep said my request to remove the fee or get a credit was denied by her supervisor who she wouldnt connect me to. This is not right. Not only is this a tremendous financial burden, but it makes no sense to me and I think customers shouldnt be treated like this. Thank you for reading.

  

  Business Response

  Date: 06/06/2023

  The customer made a price plan change on the account, canceling her budget billing plan. We found that the result of canceling budget billing was a balance between what the customer had paid for and what the customer had been charged. We also confirmed to the customer that the auto draft was cancelled on 5/31/23. The customer was satisfied with the explanation and had no further questions.

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20116199
  
  I am rejecting this response because: it was your customer service rep who helped me "enroll" in the correct plan, which caused the $70 bill (now $170 at the time of my call) to sky rocket to $665. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/21/2023

  We have provided an explanation to the customer regarding the account balance because of the change in price plans. We advised the customer that the account balance was correct. We consider this matter closed.

• Initial Complaint

  Date:05/15/2023

  Type:Order 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.

  Entered into contract for locked rate Georgia Natural charging higher rate than contract. Attempts made (2-3 weeks) to reach executive office regarding matters (3) as well as reimbursement for overpayment and to honor contractual agreement.

  

  Business Response

  Date: 05/18/2023

  We spoke with the customer regarding their current price plan. We explained the change in the rate was due to the discontinuation of a promotional discount. The customer was satisfied with the explanation and had no further questions or concerns. We consider this matter closed.

• Initial Complaint

  Date:05/04/2023

  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.

  On May 4th 2023 I had been a customer with ******************** for approximately 3 years never had a service disconnection in my life of service with any provider. However, my service was disconnected without being provided any disconnection notice. I'm filing a complaint against Georgia Natural gas because they disconnected my service on May 4th 2023 and did not notify me via disconnect notice nor did they place anything on my door with any information pertaining to the service being disconnected and how to get the service turned back on. I have online access and the bill stated I needed to pay by May 21st and my service was disconnected on May 4th 2023. I was never notified by Georgia Natural Gas nor provided a disconnect notice. I have had gas service in my name for over 25 years and have never had a utility service disconnected this company is unethical they don't always provide disconnect notices although they are required to do so and based on their rating with this Bureau I can tell they are a terrible organization. I called to ask to speak to a supervisor however, the supervisor would not get on the line and nobody has provided me any information on why my service was disconnected without any notification.

  

  Business Response

  Date: 05/08/2023

  We spoke with the customer on 5/5/2023 about her concerns. We confirmed that a Disconnection notice was sent on 4/13/23 and GNG notifies customers of past due balances via out bound collections calls and bill notices as well. All of this was explained to the customer, and they were informed of their outstanding balance due our company.

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 20021292
  
  I am rejecting this response because:
  

  The company never sent any disconnect notice which is required by their governing body the utility commission. In fact, on the phone when I spoke to GNG the representative was very rude and could not confirm if a disconnect notice was sent. The rep continued to talk over me rudely and did not address the issue yet continued to deflect without taking responsibility for the wronged actions of GNG. I have access to my portal online as I indicated to the rude rep there was never a notice sent if so the notice would be visible online as is the actual bill. However, the rude rep told me over the phone didnt you see you had a past due on your last bill. The rep never addressed the issue which is it is illegal to turn off the gas or any utility service without a disconnection notice. I had the service for 3 years never had any disconnections EVER. GNG did not take the proper protocol nor follow the laws in which govern them by providing a disconnection notice the rep over the phone could not find the disconnection notice himself but, instead of acknowledging the fact that GNG rep continued to deflect and not fix their actions which was illegal. Additionally, they further broke the law by placing a blank door hanger on my door that wasnt even filled out therefore, I didnt even know the utilities were disconnected until I called.  GNG is required to provide a disconnect notice also if they disconnect the service they are required to provide a notice on the door to include what is needed to restore service instead they left a blank door hanger that I thought was a joke like them. The number of complaints GNG has isnt a coincidence they are horrible.

  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/09/2023

  Our company has provided a response to this customer and confirmed that we did send the ************************* required disconnection notice, as well as making outbound calls to the phone number on file for the customer to notify of past due account balances and we also include a bill notification on the customer invoice when they are past due as well.  While we are sorry they feel the representative was less than professional, there was no wrong doing on the part of our company as has been explained to the customer previously and we consider this matter closed.

   

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 20021292
  
  I am rejecting this response because:

  The Company has not provided a disconnect notice or a copy because one doesnt exist as required by law. 

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/01/2023

  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.

  I signed up for 69cent per therm upon talking to a rep I attempted to sign up on line my self but since I had a freeze on my credit I had to do it with a rep. upon talkin to a rep today 5/1/2023 the rep was trying to convince me that it was 79cents per therm and that a 10cents per will be discounted, I explined that 79 cents was never mentioned and the rep agreed. I am just asking form a bill discount of someting I just can understand and pay for I am on a fixed income and I just cannot afford prices fluctuating and adjustments to something I do not understand when I get my bill I would like to fully understand I can work on doing someting about in terms of payment not this way getting a bill stating I am at 69cents but the bill will be stating 79

  

  Business Response

  Date: 05/05/2023

  We spoke with the customer regarding their current price plan. We reviewed how their contracted rate and promotional discount appear on the bill as separate line items.  The customer was satisfied with the explanation and had no further questions or concerns.

• Initial Complaint

  Date:04/28/2023

  Type:Order 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.

  Signed term for 24 month contract with 20 cent per therm discount. Discount was never applied, called several times was told it would be applied to my account several times. No bill has reflected any discount , waited for bills to reflect discount and only paid once the threat of shutting my service off happened, called each time to request promo to be put on. Last time was offered 75 dollars (Avg 20cent discount would have been 240 over the contract term). Since they refused to give me the original discount I requested to my 24 month contract to be removed since they where not honoring the original agreed upon discount. (That was refused) I am looking for the 20 cent per therm discount (or the avg reflection over 240)

  

  Business Response

  Date: 05/02/2023

  We reviewed the customers account and confirmed his discount was applied when he enrolled.Our terms and conditions, which he agreed to, stipulate the discount is contingent upon good payment history and may be terminated if a disconnection notice is sent. Since the customer was sent a disconnection notice his discount was cancelled.
  
  We spoke to the customer and explained why the discount was cancelled,which he understood. We were able to reach an agreeable resolution and the customer had no further concerns. 

• Initial Complaint

  Date:04/26/2023

  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.

  I have been with Georgia Natural Gas for years now. Been a great customer and been paying my bills on time through Auto Pay. I have been in a 12 month fixed plan with them until 12/04/22 and seem to have got a reminder which unfortunately I have missed. I received a huge bill on 01/27/23 for $737.43. I immediately spoke to them and they put me into the 12 month fixed effective 1/31/23. They also gave me a credit for the January Bill on $225 bringing it to $512.43. The next bill was still charged at the variable select plan for $497.59 further to which I was given a credit of $150. I did not give much attention as they enrolled me into Guaranteed **** plan and the final bill said $285. Now, I do have a text from the representative who set me up for the 12 month fixed that the plan is effective 1/31 and I specifically asked if the bill will be charged at the new rate starting 1/31 for the remainder of the bill cycle, she said yes (this was all text, i have proof for this). The bill was still at the variable select rate. I agree that the credits were given but the only thing I would ask is I was still charged high on the Feb bill. This appears like they give a discount and still make you pay the full price. I would expect the below :13 days (1/17 to 1/30) -> ****** 18 days (1/31 to 2/15) -> ***** The total bill with taxes (which could go lower but just keeping what is in the bill right now) should be $349. I still was charged $147 more. Please help me with a resolution here.

  

  Business Response

  Date: 05/03/2023

  Our company has contacted this customer to address their concerns, and we have reached an agreeable resolution. The customer is satisfied and had no further questions for our company.

  Customer Answer

  Date: 05/03/2023

   
  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:04/17/2023

  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.

  Georgia Natural Gas withdrew money that was not authorized from my disabled sons and my joint checking account. It was for $973.00. I am not a customer of nor have I ever been a customer of ********************. You cannot talk to anyone to rectify this at Georgia Natural Gas, you simply have to send an email.

  

  Business Response

  Date: 04/19/2023

  We spoke to the customer and verified the payment had been made to an account with our company but has since been reversed by the bank. The customer appreciated our assistance and had no further concerns.

• Initial Complaint

  Date:04/13/2023

  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.

  *********** has had my contact (address) information incorrect for the life of the contract, without my knowledge. All bills, warnings and other communications were never received and my service was terminated. Shortly after the company, without notice, closed my account - I do not have gas service at my house therefore cannot shower, or cook food. This is unacceptable. They are hard to reach, explaining the story repetitively once reaching someone and can never escalate to management in order to resolve the issue. Unacceptable.

  

  Business Response

  Date: 04/19/2023

  Our company has contacted this customer to address their concerns. We reviewed the fact that we have sent the required disconnection notice and we also made outbound collections phone calls in attempt that the customer was aware of their account status. ******** confirmed receipt of some of his mail items from our company.We have ensured the address is correct and we have reached an agreeable resolution. The customer is satisfied and had no further questions for our company.