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Business Profile

Natural Gas Companies

SCANA Energy Marketing
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 16 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/23/2025

    Type:Billing Issues
    Status:
    Answered
    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.


    Complaint: ********



    I am rejecting this response because:
    After apprx 2-3 weeks, I didnt receive a bill,  I  called and was told the market switch did not take place because rhe prior service was not in my husband's name. I asked when did they dind out the market switch didn't go thru  I was told it waa discovered by a supervisor 3 days after I submitted my application for the market switch. I asked, why was I not notified aftet they discovered the failed switch  no response given

    Sincerely,



    ****** ***** *****mpany. We live solely on social security and visit the food bank to help. Please, someone help us.

    Business Response

    Date: 04/25/2025

    In ******* the market switch was set up in the customers partner name, SCANA has fixed that issue and added the customer's name to the account that was established on *******. Also, added their partner to the same account as an authorizer. That is the only concern that SCANA was aware of and spoke with the customer about. 

    Business Response

    Date: 05/08/2025

    SCANA has addressed the customers concerns, and everything has been corrected and notated to avoid any future issues. 

    Customer Answer

    Date: 05/16/2025



    Complaint: ********



    I am rejecting this response because: I just have to accept that nothing can be done and close the complaint.



    Sincerely,



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

  • Initial Complaint

    Date:02/14/2025

    Type:Billing Issues
    Status:
    Resolved
    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.
    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,

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

    Business Response

    Date: 02/25/2025

    The customer is on a variable rate, because they're in an outer pool area. SCANA cannot offer fixed rate options. 

  • Initial Complaint

    Date:01/16/2025

    Type:Billing Issues
    Status:
    Answered
    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.

    The account was closed at my request following the second set of charges. I was told the only the charges would not continue was to deactivate the account. I have not switched carriers. The house has yet to have repairs completed. They did not address their agreement with ******* *** ***** when service is discontinued and their internal communications policy. Again, how would a consumer know to call them and halt charges if *** suddenly stops service? How would a consumer know that the lines belong to a company Scana uses at their discretion? I absolutely want those charges reversed as no gas / product was used according to Scana’s own printed bill.

    Business Response

    Date: 01/23/2025

    The customer was advised SCANA was not notified that no one was staying in the home. SCANA cannot remove charges, because the customer has switched providers. 

  • Initial Complaint

    Date:06/12/2024

    Type:Billing Issues
    Status:
    Answered
    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.


    Complaint: ********



    I am rejecting this response because: I want the reconnect fees also removed. 



    Sincerely,



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

    Business Response

    Date: 06/12/2024

    As a courtesy, SCANA has decided to credit the last three late charge fees on the account. 

    Business Response

    Date: 06/28/2024

    The customer was advised to set up autopay for the recent account on file. Billing invoices were mailed to the address provided and went unpaid, which resulted in there being a reconnection fee being applied to the account. As a one-time courtesy the late payment fees have been waived from the account. 

  • Initial Complaint

    Date:12/11/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 gas was shut off on Thurdsday *****23. I paid the minute it was shut off. There should not be a wait time for reconnection especially when it’s cold and mandatory that I pay a reconnection fee. This doesn’t make any sense and I am seeking information to see if I can sue. When I pay for services then that’s what I expect. Hire more people if that’s the issue. I had to go the the make an appointment system for them to only tell me that my appointment time is from 8-4 when they gave me an option for them to come between either 8-12 or 12-4. This system is inconvenient and I think that something needs to be done about that company. Charging reconnection fees and then make u wait. It’s not right and it’s way too cold!

    Business Response

    Date: 12/12/2023

    SCANA Energy cannot determine dates and times that *** technicians are able to reconnect gas. 

  • Initial Complaint

    Date:09/25/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.


    Complaint: ********



    I am rejecting this response because: I admitted that I made a mistake and paid a couple of weeks late. One notice arrived in the mail on ****/23. Payment was made prior to shut off. It took 3 days to reconnect. I have young kids, is this really acceptable? I made multiple calls. I was previously told it would be in the next day. *** technician said they would have turned back on the next day if Scana would have asked that they do it often. If it weren’t for the fact I have young kids I couldn’t bathe or feed at home I wouldn’t be complaining. This is a total disregard for human care. 



    Sincerely,



    ******* ****r now Scana has caused me additional expenses and if I want to bathe my kids I have to get s hotel room. I could see if I was chronically late, owed a large sum of money or flat out refused to pay but none of these are the case. It appears that Scana has no concern for the basic welfare of humans. The worst part is, I was not notified. The website didn’t state “hey you are about to lose gas service” it sated pay ~$138 by ******* so I did. This is completely unacceptable then to be told service would be restored today only to find out I was lied to. I would bet that the call recording will not be pulled and the website payment page will not be researched but the should. This is an unfair and deceptive business practice. I want the company to accept their responsibility as I have with mine. This should never be an issue, especially when I have paid and paid ahead. I am considering legal action on this matter as this has put my family in a bad situation.
    For the record whoever disconnected left a “flyer” on my door however it gave no indication on what happened. I had to determine this with phone calls.

    Business Response

    Date: 09/25/2023

    The customer was billed $65.82 on *****2023 with a due date of *****2023. The customer did not pay the billing amount by the due date and was disconnected for. SCANA Energy mailed the customer two notices to the address on file, one on ****2023 and another *****2023. SCANA also confirmed with *** that the customer turn on date was September ****, not September ***** 

    Business Response

    Date: 09/26/2023

    SCANA Energy cannot determine which dates and times *** technicians are able to reconnect gas for customers.  

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