ComplaintsforColumbia Gas of Kentucky, Inc.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  have had a gas line freeze issue since 2003 this year they services the line on ways that never got rid of the issue of water and condensation build up/ they used to come out and bleed the lines to purge the water you can hear in the lines. add anti freeze if needed in winter time. Oct. this year on 1 gas off call came out and used an open flame torch on metal pipes until thaw enough for me to get gas on. THAT service man said he can not go or do anything in the house. a month or so later that agent also said he is not allowed in house waited for me to start heaters. after he purged some water and added a little anti freeze near the meter only. (in past did that plus further down line at the monitor station a double purge and anti freeze add) 3rd freeze this year end of December man takes off and never replaces the cap at meter has a frozen elbow and does a small purge to make sure gas is flowing. He does not ask to go in the house as well. TODAY I call let them know about the plunger no cap and once gets cold it stops I reset ok. since maybe cold yet before spring I let them know and said I should have gas back before they send any one but asked too for a cap. They came an hour or so later I have gas going for 35 min they say cap has nothing to do with it asked what I have hooked up I tell them all the newer type space heaters and recent stove all gas safe items no smell of gas. They asked about going in the house and I asked why "to look at your appliances" I told them why I told you all about them. other guy said "Wanted TO LOOK AROUND" (as best as I recall that was what I heard) at no time did they say looking for a leak had a sniffer or anything. I told them if they really need inside the house to check on a leak they can come in but If they are not allowed to come in and do anything what is the deal? so they said I had a leak they hear water and I need to get someone maybe a plumber to blow all the lines and let them know when repairs done. NOW HAVE NO HEAT

  

  Business response

  02/12/2024

  Field Operations Leader, Columbia Gas of Kentucky, spoke to the customer 02/12/2024 to advise once repairs have been made to a leak at the premise, Columbia Gas would return to the premise to restore service. CKY Leader advised due to this being a safety issue, repairs must be made first. 

  Customer response

  02/20/2024

  
  Complaint: ********
  
  I am rejecting this response because: I understand that once the safety issue is raised I have no recourse but to attempt repairs no matter how long this will be out there. HOWEVER, that is only half of my issue with this company. Your men NEVER informed me of anything of a leak or issue until I did not want two men armed with heavy wrenches to enter the house with my wife and my house dogs. AND a reason of " I WANT TO LOOK AROUND!" Is not a good reason for me to willingly place my family in peril. YOU are a utility company. YOU are NOT the dept of justice with a search warrant. I knowingly have nothing illegal on my property, but a utility company wanting to look around my house is total crap. I will not allow the police in without a search warrant as mist lawyers will advice against it. I considered the look of the two men and the wrenches as both deemed possible a hostile intent. There have been many people killed with heavy blunt force trauma. I know your phone operators tell us they have the right to enter, I say you do not. Also to what end is a reason ? If they are not allowed to work on anything pass the meter then there is NO GOOD INTENT. And TO LOOK AROUND my property ? That is what thieves and dope heads do so they can scope a place out. Also if the majority of your workers say they are not to go in a house why are these two different ? I had checked my lines inside the house and had no viable leaks with the soap tests. I have started a long process of looking for leaks and so far only ones found are on your pipe. have a pressure set up on my line but I am disabled and will take me a long time. AT THE VERY VERY VERY LEAST your company should be ashamed to force entry on people place them in undo duress. // I have 2 different pressure tests measurements been told to me 15 pounds 15 min. and 25 pounds at 25 min. Which one is the correct ??
  
  Sincerely,
  
  ***** *******

  

  Business response

  02/21/2024

  Columbia Gas of KY Field Operations Leader spoke to customer 02/21/2024 regarding the house line leak at his premise. Customer has agreed to contact the Field Operations Leader directly, when the necessary repairs have been made and has agreed to allow Columbia's leader, along with a service technician, to return to the premise to perform a safety inspection and restore service. Columbia's Field Operations Leader provided his direct phone number via email. Columbia's Field Operations Leader apologized to the customer for any miscommunication that may have taken place between the customer and Columbia's service technicians. 

  Customer response

  02/21/2024

  
  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,
  
  ***** *******

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• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the 23rd of June, the gas was shut off at **** ******* ** for unit 4 and 10, which is my apartment. Unit 4 is my neighbor, ******. These are efficiency apartments and we use the same hook up and meter. Since these are efficiency apartments, all utilities are included. According to the owner, all is square on their end, so this has to be a Columbia Gas problem. After almost 4 weeks, we are still waiting for this problem to be resolved. Please see attached.

  

  Business response

  08/02/2022

  A representative from Columbia Gas of Kentucky attempted to contact the complainant by phone on 7/28, 7/29, and 8/2 without success. The representative spoke to the property manager and account holder on 7/28 letting them know what needed to do be done in order to restore service. A letter was sent to the complainant on 8/2/22 advising them that the account holder had been contacte

• Initial Complaint

  06/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been in the hospital for 2 months due to needing a kidney transplant. My sister has been at my home watching my house. I just got out of the hospital today and found out my sister stole my debit card and all my money. My sister was responsible for paying my bills but didn't instead she took my money. Now Columbia gas is threatening to cut off my gas service on July 6th. They refuse to help me. I need a payment arrangement. I am currently on dialysis 7 days a week while waiting on a transplant. I am working with the local law enforcement and bank to get my money back. When I spoke with Columbia gas they were so rude about my situation. I have never been so disrespected in my life. This is a difficult time for me and I need some help.

  

  Business response

  07/01/2022

  A representative with Columbia Gas of KY advised the customer on 06/29/2022 that several local agencies had been contacted on her behalf in order to seek assistance regarding her BBB inquiry concerning the scheduled termination of service for 07/06/2022. The Columbia Gas representative advised that funds had been secured for a portion of her bill on 06/29/2022. The representative advised the customer that due to her being a renter, she may qualify for additional assistance through the Healthy at Home Eviction Relief Fund and provided the website for application. Columbia Gas of KY was notified on 07/01/2022 by HHERF of additional assistance the customer qualified for. On 07/01/2022 the Columbia Gas of KY representative left a voicemail for the customer as well as sent an email advising of the total amount of assistance received and that those funds would void the current termination scheduled for 07/06/2022. The representative provided a direct phone number for any additional concerns.  

• Initial Complaint

  01/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Charging by the temperature outside. I called to find out why my bill was so outrageous and the response I got was well we based it off of 43 degree temp for the the month and has prices have went up. My current bill for the month is 276.00 for a 998 square foot home. A single mother or single parents period should not have to decide between food on the table or heat. Columbia gases price are outrageous and should be considered price gouging. They should be ashamed. Then they tell me I do not qualify for any type of assistance because I make a certain amount a month. The amount I make is just enough to pay all my bills. Clearly the cost of living has went up so the assistance program's income limits should change too. You can't up the gas prices but not change that. People should not be freezing

  

  Business response

  03/10/2022

  Business Response /* (1000, 5, 2022/02/08) */ A Columbia Gas of Kentucky representative attempted to reach the customer by phone on 2/1/22 and 2/2/22. A letter was mailed to the customer on 2/8/22 asking the customer to contact Columbia Gas of Kentucky to discuss their concern.

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