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:07/22/2025

  Type:Billing 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.

  Without warning, Peoples Gas shut off my service Tuesday July 15, 2025. When I became aware of the shut off (Thursday July 17, 2025) I immediately phoned Peoples Gas, but was told I would have to call the following Day as it was after 7 pm. All they could tell me was that there was a balance. I said yes, there is a balance, but I am on a payment plan Again, I was advised to call the following Day after 7 am, which I did. I was advised the following Day (Friday July 18, 2025,) that I was NOT on a Payment Plan and would have to pay the entire $2,200.00 to have the service Restored. I paid over $1,300.00 in just over 30 Days, when the Payment Plan allows many months to pay the Balance.. After discovering the shut off was done in error, I would like to be Refunded $700.00 earmarked for Property Tax. Please Help.Thank you,Ms.*******

  

  Business Response

  Date: 07/24/2025

  Dear Customer,

  Thank you for contacting us regarding your billing concerns. We apologize for any inconvenience.
  
  In review of your concern, we created a payment agreement using the payment made. 

  Thank you,

  J

   

  Customer Answer

  Date: 07/26/2025

   
  Complaint: 23637881
  
  I am rejecting this response because: the payment was was in response  from Peoples Gas to pay over $.2,200.00  or be disconnected.  A payment of that magnitude  should have never been demanded . And I found the proof that I was already on a payment plan, and paid every ***** PLUS SOME, BEFORE THAT BILLING CYCLE DUE DATE ! Peoples Gas has behaved in a nefarious nature.
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 07/28/2025

  Dear Customer,

  Thank you for contacting us regarding your billing concerns. We apologize for any inconvenience.

  Our policy states that if a customer makes a payment but still has a balance owing, no refund will be issued. 

  Thank you.

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23637881
  
  I am rejecting this response because:Peoples Gas made a mistake  and should be as aggressive in rectifying  it as they were in disconnecting a Senior Citizen , long time Customer and victim of ********************** use of extortion.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:07/12/2025

  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.

  I got a notice telling me that if I dont schedule a meter change appointment immediately that my gas will be shut off and I will be charged to reconnect it. I called to schedule, but they have no dates available. They refused to give me anything in writing to say it was impossible for me to schedule. I went through this last year and finally got a date. I took off work and lost pay only for the service agent never to show up. When I called they said I actually didnt need a meter change that year. Because They refused to give me anything in writing, I have no way to protect myself if they shut off my service.

  

  Business Response

  Date: 07/21/2025

  Dear Customer,

  Thank you for contacting us regarding your service letter concerns. We apologize for any inconvenience.

  Per our records, we have completed the service request for the Sample Meter order on 7/17/2025. 

  Thank you,

  J

  Customer Answer

  Date: 07/22/2025

   
  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:07/10/2025

  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.

  I signed up for ********************* a few months ago, I thought, and then didn't think about it again since I've never had an issue before. It turns out the process didn't complete properly, and I had no idea. I continued receiving paper bills but I assumed that Auto-Pay was covering them and put them in a stack to file. Today I received word from the tenant that the water heater was not working and neither were the dryer or stove. I went online and was able to make payment but it said it would take up to ten business days. I called and did a phone payment with a debit card and then requested service be restored. The earliest service date they could provide was five days in the future and they could only request a waitlist for earlier service. Three requests to speak to a supervisor about how we could resolve the issue faster were ignored or side-stepped by assurances that a request had been sent. I was not looking for anything from the supervisor except information and the service representative repeatedly denied my request by saying the supervisor wouldn't be able to help me.

  

  Business Response

  Date: 07/16/2025

  Dear Customer,
  
  Thank you for contacting us with your concerns. We apologize for any inconvenience.
  
  To follow-up on our pervious conversation, your inquiry has been addressed. The gas service was restored on July 15, 2025.
  
  Thank you,
  
  *. ******
  **************

• Initial Complaint

  Date:07/08/2025

  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.

  They shut off my gas, I am a veteran and I applied for utility assistance but they shut me off anyway. I need these services to maintain my service affected health issues and I have no way to deal with these issues without heating. Please help.

  

  Business Response

  Date: 07/17/2025

  Dear Customer,

  Per our conversation, we discussed the amount required to restore gas services.  A review was provided regarding payments and grant *********** We also discussed the requirements related to submitting a medical certificate and the criterial for establishing a payment agreement.

  Thank you,

  ****** *.

• Initial Complaint

  Date:06/30/2025

  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.

  Yes, I have been in contact with the *************** Name: ************************ Account Number: **************** I am filing a formal complaint on behalf of ***************************** regarding our Peoples Gas account #****************, for the property located at **********************************************Our April 2025 bill included over $30,000 in back-billed charges due to a confirmed meter malfunction, which Peoples Gas acknowledged. These charges accumulated over several months without notice and created a balance that is neither reasonable nor financially sustainable. Despite this, Peoples Gas is now requesting that we pay 65% of the current balance upfront before they will consider a payment plan, and they have also stated that they will not waive any late fees, even though the billing delay was due to their equipment failure.We have already made $10,000 in good-faith payments toward this balance (on 05/15/2025 and 06/03/2025). We are not disputing payment for actual gas usage, but we object to being penalized for a billing issue outside of our control.We respectfully request:A waiver of all late fees related to the back-billed amount,A reasonable payment plan (weve proposed $5,000/month),A hold on any disconnection actions during the dispute and while payments continue,A written confirmation of all credits applied related to the metering issue.Peoples Gass current demand for 65% upfront makes resolution difficult despite our continued payments and good-faith efforts. We are seeking regulatory assistance to resolve this fairly.

  

  Business Response

  Date: 07/08/2025

  Dear Customer,
  
  Thank you for contacting us with your concerns.We apologize for any inconvenience. Per our conversation, the late fees we discussed were waived and the payment agreement has been set up.
  
  Thank you,

  ***** *.

  Customer Answer

  Date: 07/09/2025

   
  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:06/20/2025

  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.

  Good afternoon, I am a client of Peoples gas whose services got disconnected for non-payment which was not correct. Payment was made on 06-13-2025, so that was the first mistake of people's gas along with not correctly documenting when I called them on Friday to advise that I had made a payment. I showed the gentleman that came out to disconnect the payment receipt and he still disconnected. I submitted a medical letter because I have a very sick senior citizen that lives in my home that is in need of these services and disconnecting will aggravate and existing emergency if not create a new one due to the home being out of service. I have contacted peoples gas several times have submitted all receipts and am still waiting for someone to become available even though several workers of people's gas have been scavenging the area. I asked for a supervisor remained on hold for over 16 minutes just to be told she could not take my call and will attempt to reach back out to me when available. Yet my home is still without services.

  

  Business Response

  Date: 06/24/2025

  Dear customer,

  Thank you for contacting us regarding your gas service.  I am sorry for any inconvenience you may have experienced.

  To follow-up on our discussion, your service was restored on 6/21/25 and you have no further questions or concerns.

  Thank you,

  *. ******
  Support Center
  

• Initial Complaint

  Date:06/19/2025

  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.

  Peoples gas shut off our service because they needed access to replace a gas meter and made 1 unsuccessful attempt to contact us via phone during the middle of a work day last week prior to shutting our service off. They did not send any other notice in the mail or any other phone call to inform us of this request. We didnt even have access to the meters because we are renters.

  

  Business Response

  Date: 06/25/2025

  Dear Customer,
  
  Thank you for contacting us regarding your service concern.We apologize for any inconvenience and appreciate you bringing this to our attention.
  
  To follow-up on our previous conversation, you were in contact with our emergency services department and your gas service has been restored.
  
  Thank you,
  
  *. ******
  Support Center

• Initial Complaint

  Date:06/12/2025

  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.

  I made an appointment last month to have my meter checked 6/10/25 from 12-4pm. When I left my apartment for work that day around 3:45 I saw there was a blue flame cars on my screen door. I made the necessary calls to get someone to come out and promptly restore my gas and as of today 6/12/2025 at 2pm we still have no heard from anyone. No one has knocked, no one has called me or my partner. I left instructions with several agents about a secondary number and that we do not have a doorbell so the tech will have to knock. At this point my life has been completely disrupted. I have lost wages missing work because I have had to clear my day from 8am-9pm waiting for someone to show up. I have food that I need to cook in the fridge that will have to be thrown out. Im losing money waiting for peoples gas to restore my gas do their own negligence/laziness.

  

  Business Response

  Date: 06/17/2025

  Dear customer,
  
  Thank you for contacting us regarding your gas service.  I am sorry for any inconvenience you may have experienced.
  
  To follow-up on our discussion, your meter has been changed and your service has been restored.  You stated you have no further questions or concerns.
  
  Thank you,

  *. ******

  Support Center

  Customer Answer

  Date: 06/18/2025

   
  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:06/05/2025

  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.

  They shut off my gas with no notice and no update given until I contacted peoples gas. I spoke to a *** which assured me a supervisor had dispatched a technician to my home to restart service and I just a got a call stating no technician will be coming out today until tomorrow. A full 24hrs with no gas and they are not even making it a priority to turn on gas. How are we supposed to cook and shower.

  

  Business Response

  Date: 06/16/2025

  Dear Customer,
  
  Thank you for contacting us regarding your service disconnection. We apologize for any inconvenience you may have experienced.
  
  Our records show that your service was disconnected on 06/05/25 and we restored the service to your premise on 06/06/25.
  
  We attempted to make contact by phone and were unsuccessful in reaching you to explain the reason for the service disconnection. I have left several voice messages with my contact information. 

  Thank you,

  ****** *.

   

• Initial Complaint

  Date:06/05/2025

  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.

  Dear Peoples Gas Customer ************************* writing to formally complain about the missed service appointment and unprofessional conduct by your technician and supervisor on June 4, 2025.I was scheduled for a new gas service that day. At 2:39 p.m., I was contacted by a dispatcher who informed me that the technician would arrive after 4:00 p.m., which I agreed to. However, at 3:12 p.m., the technician called and said he was one block away. I told him neither I nor my son was home yet, as we were told to expect him after 4. I called my son, who was closer, and told him to head over immediately. I then called the technician back twice, and when he finally answered, I explained the situation. Instead of being understanding, he said his supervisor told him someone needed to be home regardless of what I had been told by the dispatcher.I asked the technician to have his supervisor call me. That never happened. My son arrived at 3:39 p.m. and did not see the technician. I called and texted the technician at 3:42 and 3:43 with no response. Customer ********************** later told me the technician claimed he left at 3:40, but the note left on my door was timestamped 3:17, which is very concerning.This miscommunication and lack of professionalism has left my family without gas service. The timeline provided does not add up, and the technicians account appears inaccurate. I am extremely disappointed and request a full investigation, an apology, and expedited rescheduling. I also expect follow-up from a supervisor to address these concerns. I also attached the notice the tech left on my door. This raises serious concerns:If the technician left at 3:17 p.m., why did he claim to have left at 3:40 p.m.?Why was I given inaccurate scheduling information by the dispatcher?Why did the technician not wait for my son, who arrived within a reasonable time?Thanks *******

  

  Business Response

  Date: 06/20/2025

  Dear Customer,
  
  Thank you for contacting us regarding your concern. We apologize for any inconvenience.
  
  Per our conversation, the service was turned on 06/11/2025. The technician that was onsite originally on 06/05/2025 was tracked and confirmed to be there between 3:17pm to 3:41pm. 
  
  Thank you,