ComplaintsforPiedmont Natural Gas Company, Inc.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  For the past 6+ months, Piedmont Natural Gas has been billing me twice per month for the same service and posting late charges to my account. For example, i received a bill dated Feb 20 2024 with a due date of Mar 18 2024--before my payment was due, PNG billed me again on Mar 14 2024 showing a "Past Due Balance" and "Late Payment Charge"--even though my payment was not late! The 2nd bill had a due date of Apr 8 2024. I am being billed ~3 weeks apart, rather than once per month, resulting in my bills showing Past Due Balances and Late Charges. I have tried 6+ times to resolve this matter with PNG, asking them to re-set my billing cycle so that my bill is not cut until on or after the previous month's payment due date. They have removed the late charges, but so far have not solved the problem of billing me twice per month (every 3 weeks). I would like someone at PNG to re-set my billing cycle so that I am not receiving incorrect bills with incorrect balances and late charges.

  Business response

  04/10/2024

       In reviewing the customers account for the past six months,there has been some issues that have cause the account to bill before the due date and also bill late payment charges. In June 2023, we changed out the meter, installed a new meter and *** (Encoder Receiver Transmitter).  The *** allows the meter to be read electronically and it worked fine until we noticed a change in October.  Due to the *** not transmitting an electronic reading, we obtained a manual reading from the meter index in November, December, January and February. We used the manual reading we obtained each month to prorate the bill which changed the dates in the bill cycle and created the issue with the due date and billed late payment charges. On February 19th, we changed out the meter and ***, installed a new meter and ***.  We received a manual reading from the meter index when we exchanged it out for 13 days and we obtained an electronic reading from the *** of the new meter on 3/6/24 for 16 days. 

      Due to the way our service addresses are in specific read and bill cycles, we cannot assign the customer to another billing cycle.  We believe this issue has been corrected and should not cause any additional problems.  

     We sincerely apologize to the customer for the confusion with the billing.  We have removed the late payment charges and corrected the payment history for no negative impact to the customer.  We hope to regain the customers confidence in the clean and reliable service we provide. 

  Customer response

  04/10/2024

   
  I am rejecting this response because:  I am not "rejecting" the response; however, I have been told several times over the past several months that Piedmont Natural Gas thinks the issue has been corrected and should not cause any additional problems.  I appreciate Piedmont Natural Gas' response, but I can not accept their answer until I have received my next bill and can confirm that the problem has been resolved.  .    
  
  

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have an account with ********************************************* Gas for natural gas services at my residence. In March 2023, to settle a late payment, I signed up for their Equal Payment Plan, which I was advised would take care of my payment overdue at that time and make each month's payment the same. When I received my March 2024 bill, I was surprised to see a total of $279.25, which is a considerable amount higher than my monthly payment amount under the Equal Payment Plan. I reached out to a **************** Associate with ********************************************* Gas today for an explanation and to see what could be done about this unexpected, high bill. I was told that there was nothing that could be done and the amount would have to be paid by 4/15/2024 or I would be eligible for disconnection. I was told I could not even sign up for a payment extension due to the Equal Payment Plan.

  Business response

  03/27/2024

  Piedmont Natural Gas has been in contact with the consumer and explained the circumstances which caused them to have a higher "settle up balance" on the *** program. *** strives for the *** program to result in a very nominal "settle up month" debit or credit, however in rare circumstances this does not happen. We offered to roll in the consumers balance into an adjusted *** plan/amount or to end *** and provide the consumer with a deferred arrangement to meet their budgeting needs. The consumer indicated via phone they would discuss which payment plan option better assisted with their budgeting needs and follow up with a return call after that discussion. 

  Customer response

  03/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me, given that I receive a call back from your Representative in order to indicate which option I would like to accept.
  
  Thank you. 
  

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive had PNG for a while at a home that I no longer reside in. I did have an unpaid balance that I requested a final bill be sent to me at my new address. There is someone else trying to connect gas, which the ONLY source of heat in the home, PNG will NOT let the other person connect it bc I owe a bill there. It is below freezing at night here and this is horribly disgusting behavior on the businesses part. Allowing people to be cold bc of someone else. Steer clear of PNG if you can.

  Business response

  03/27/2024

  Please see our attached response to the complaint filed by the consumer.  

  Kindest regards, 

  Consumer Affairs

  Piedmont Natural Gas

  Customer response

  03/27/2024

   
  I am rejecting this response because: we have been evicted. The landlord wants to be able to go online and set up service and he can't bc of PNG. 
  
  

  Business response

  03/27/2024

  Public records reflect the primary account holder the consumer shared an account with is the property owner.  In one of the consumers calls to Piedmont they identified this party as their estranged spouse.  Due to our privacy policies, we are unable to share additional information about communications with other parties. 

  
  Again, should the consumer wish to restart their service payment of $1218.41, a reconnection fee, and a security deposit are required.   Any new request to start service at the premise via phone will be forwarded to Consumer Affairs for review and approval. 

  
  Piedmont considers this issue closed.

  
  Kindest regards,

  
  Consumer Affairs
  Piedmont Natural Gas

  
  

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called Piedmont natural grass on March 11 and the gentleman told me in order to stop my disconnection I had to pay 16 601 which I paid that amount he told me he could not put a payment arrangement in for me because I just made the payments. I have to call back tomorrow which is today 312 so I call back and the lady told me that he lied, and also she said I will have to make a payment arrangement on $286 which I said fine. She said I can push that out for two weeks. I said fine so once she gets to the end and she made the arrangement she said well in two weeks you have to pay the full balance. I told her thats not what I agreed to and thats not what you said, and she said thats what she explained and no she did not explain that and I asked for her manager and she hung the phone up.

  Business response

  03/13/2024

  Piedmont Natural Gas contacted the consumer this morning and worked out a multi-month deferred arrangement to keep the consumers account active. We scheduled a service order to confirm the safe and efficient operation of the consumer's natural gas appliances within the home. The consumer indicated during the phone interaction that they were pleased with this resolution. 

  Customer response

  03/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 26th I had a Piedmont tech come out to evaluate if our gas line was safe and we could start service in the future when we install a generator. When I spoke to the tech he was turning on the gas, and explained that they do not evaluate the lines, the county must do this. I was glad I was home to stop him, as to my knowledge the gas line has never been inspected. 2 weeks after this, I got a bill for $10, which I found odd given our service was never turned on in our home. I called and spoke with ***************** who explained that it was an Account Maintenance charge. I never opened, or applied for an account, merely scheduled (what I thought) was an inspection. To make it go away, I paid the charge thinking that would be the last of it. 2 weeks after that, I got ANOTHER $10 account maintenance charge and when I spoke again to customer service they stated that I'd paid the initial charge "in the middle of the billing cycle", and refused to write this charge off. I never had one moment of gas service at my home, never signed a contract with them and was sent 2 bills in one month for "Account Maintenance" fees . I will never use Piedmont Gas, the company feels like a complete scam charging people who are not customers for services they never received.

  Business response

  03/05/2024

  Piedmont Natural Gas has refunded the facility charges to the consumer for two billing periods and mailed a check to the consumer's home. A representative of the company reached out to the consumer today to make them aware the refund had been processed, and a check has been requested. Piedmont would like to thank the consumer for allowing us to serve them, we hope we are able to serve them in future. 

• Initial Complaint

  02/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called in Piedmont to set up payment arrangement on a bill totaling ******. I was to pay $115.00 today, and the remaining $173.99 3/20/24. That would total $****** and I would be caught up. The lady asked me to verify the amount of $115.00 and had my input my debit card information from my checking account. I did. She took the full amount of $****** right then and there directly from my checking account. I checked my online banking and $****** gone. My account is now -$173.99 with an overdraft fee of $35.00. I asked her to transfer me to her supervisor she said hold on and would not transfer. I called back twice, the first supervisor said she would call me back. She did not call back. The second said she cannot refund me because I used an ATM card. I said no, I used my debit card from my checking account. She said will notate account. This is unacceptable, I did not authorize this transaction for this amount, and they will not fix their mistake and refund me my money.

  Business response

  02/23/2024

  Piedmont Natural Gas has issued a credit to the consumer's account for all the bank fees associated with the human performance error that caused the consumer's concern. An agent within the contact center mistakenly authorized a payment larger than the consumer consented to recently. We have issued a refund check for the amount overpaid by the consumer and sent this to the consumers home via the United States Postal Service. 

  Piedmont Natural Gas recognizes that however unintentional, this error caused the consumer inconveniences. We would like to sincerely apologize for any strife the situation caused to the consumer during the time the concern was being researched and rectified.

  Customer response

  02/27/2024

   
  I am rejecting this response because:

  According to Piedmonts terms of use: payment processing errors Piedmont shall take all reasonable steps to correct issue in 1 business day. ( I ) provisionally credit your account in the amount of error ( II ) inform you, within 2 days after provisional crediting, of the amount and dare of crediting ( III ) correct the error ( IV ) report the results to you within 3 days. Date of error 2/21/23 amount $288.66. As of today's date 2/27/23 I have not received any refund. Additionally,  I emailed screenshots from my bank, with NSF fees and there is still $58.98 fee. I understand someone making a simple error. What I do not understand is why Piedmont is not doing anything to correct this. 

  
  

  Business response

  02/29/2024

  Piedmont Natural Gas has made three attempts to contact the consumer since the BBB response was rejected. Each outbound contact attempt ended in the call being disconnected after identifying who is calling. There are account notes explaining the credits that have been provided in compensation for bank fees incurred for the human performance error (and honest mistake) made. The consumer was quickly cut a check for the overpayment amount and should be in receipt of this check by weeks end. Without cooperation from the consumer in explaining additional concerns, Piedmont Natural Gas has to close the issue as resolved. 

• Initial Complaint

  02/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I HAVE HAD PNG FOR SOME YEARS AND THEY HAVE SOME OF THE WORST CSR'S THAT I HAVE SPOKEN WITH AND THEY WILL LIE TO YOU HANG UP ON YOU AND MAKE EXCUSES FOR YOU NOT TO SPEAK WITH THEIR SUPERVISOR, WHICH IS NOT GOOD WHEN YOU HAVE BILLS YOU ARE TRYING TO PAY, I HAVE PLEDGES THEY DONT WANT TO ADMIT I HAVE AND THEY WONT POST THEM OR DO WHAT NEEDS TO BE DONE SO THEY CAN BE PAID....FEB8 FOR $200, JAN11 FOR $384, JANUARY 30TH FOR $384 AND JANUARY 18TH FOR $200...THEY CAUSE LATE FEES THEY CAUSE MY ACCOUNT TO HAVE A NEGATIIVE BALANCE AND IT CAUSES OTHER ISSUES

  Business response

  02/26/2024

  Please see our response to the consumer's complaint attached along with their current bill and disconnect notice. 

  Thank you, 

  Consumer Affairs 

  Customer response

  02/26/2024

   
  I am rejecting this response because:

  never did the customer make the agreement, the last payment made by the customer was in December , also it doesn't matter who pays the ***************** as the bill gets paid, i will contact the church tomorrow to see why i was told they made four pledges each was for the same amount, also 1 month there was 0 balance one month later it is back at 475. that does make any sense and also if they turn me off I will report them to higher agency than BBB, because i will prove to them those pledges were made from the church's also when does how the bill got paid mattered...also can you provide this agreement that I made because I didn't sign any documents....now do I need to inform another agency about this bill becoming $475 one month after it was a zero balance. That is ridiculous. on 1/19/24 it was a zero balance 2/26/24 there is a $475, someone is multiplying instead of adding....but since this has jumped up over 300 in one month maybe they need to check their meters or they need to correct their meters but since they think gas is supposed to be higher than mortgage....also I would like to have a natural gas utility test done to check for errors cause I suspect malfunction...also Ors is just a call or email away, when will that test get done...asap I hope .....

  Business response

  03/04/2024

  Please see the attached response and bill copies.  

  Thank you, 

  Consumer Affairs 

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have seen a steady increase and doubling of my bill for the last 3 months. Nothing on my end has changed and in fact I have lowered my heating temperature in that period of time to actually conserve energy and dollars. Now my bill is $257 dollars! When you call in you get the same answer that it must be in my end that is the problem. My bill has NEVER been anywhere near this high in the 27years at this residence. There is no way that my bill can be this much based on my status quo. These increased costs started happening right after the house next door caught on fire and was deemed uninhabitable. I am concerned for my safety as well!

  Business response

  02/12/2024

  Please see the attached document for our response filed by the consumer.  

  Thank you.  

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Piedmont natural gas came to repair an underground gasleak and dug up the concrete in my driveway, now I am having issues getting them to repair it. I should not have to pay out of pocket for damages that they caused.

  Business response

  02/05/2024

  Piedmont Natural Gas has reached out and scheduled to meet with the Consumer on Wednesday February the 7, **** to make the repairs.
  
  We truly apologize for any inconvenience this incident caused to the Consumer.
  

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have lived at the current address for over 1.5 years and have always paid my gas bills on auto draft. I received an abnormally large bill (536) for November (see graph and supporting documents). Because the graph showed such a high spike, I called Piedmont and they recommended a leak investigation immediately. It was done that day - no leaks were found in my water heater or outside or in my gas heater. The tech recommended a high bill investigation. It was done in a few days (around Dec 21st) - the tech found no issues - looked at graph and said it must be meter and replaced it. I was told I could call and ask for a bill adjustment. I have called several times and spoken to several supervisors who have all told me the meter investigation turned out fine and it must just be me. I paid an HVAC company to come look at my unit around Dec 20th as well - no issues found, working fine. He offered to also provide a letter. I received yet another abnormally high bill (470) but the graph on my usage since the meter has been replaced has dropped back down to "normal" range. On Jan 22 I spoke to a rep who was more than rude and said nothing was wrong and I didn't know what the temperature was last year. Despite looking at the graphs, knowing nothing has changed in the home, and asking for review, I have been met with resistance and denial there is a problem even though the techs changed the meter because they mentioned it had to be an error on Piedmonts fault. Today I finally got someone on the phone again who submitted for an adjustment - but no resolution.

  Business response

  02/01/2024

  Piedmont Natural Gas has reached out to the consumer and scheduled a service order at their home to verify whether the disputed usage is accurate or if an adjustment is warranted. We will follow up with the consumer when the results of the service order are available. The disputed balance on the consumer's account has been deferred until the usage dispute has been settled. Piedmont will continue working with the consumer until we have reached satisfactory resolution.

  Customer response

  02/05/2024

   
  I am rejecting this response because: we are still not in resolution and I do not have an adjusted bill. I have been talking to corporate - and though they are being kind they have continued to state that they also don't know why my bill is so high and have opened yet another high bill investigation. I am having to pay another HVAC company to come out  - and again look at my stuff at the same time Piedmont is here. Compounding this issue - I have called in January to Piedmont weekly to ask about my usage so that I can identify daily usage/see if it has improved. I am told always that daily usage cannot be viewed or seen. One should not be held accountable for a bill that isn't even able to be viewed or broken down. If I had known that nothing was resolved I would have turned my heat off earlier than this past Friday. I would like to continue to escalate this issue.
  
  

  Business response

  02/07/2024

  Piedmont Natural Gas has reached out to the consumer to discuss the findings of the high bill investigation completed on 2/6/24. The consumer did not answer, a voicemail was left to return a call to Piedmont Natural Gas. On 2/6/24, a Piedmont Natural Gas technician performed a safety check by clocking the meter for 10 minutes and there was no movement on the test hand, indicating there were no leaks. The technician also checked the BTUs on each appliance and per the technician's findings, the BTUs being used by the appliance were under the maximum for that appliance. Meaning, if the appliance were operating over the maximum BTU rating it would indicate a problem with the appliance, but it was not. Lastly, the technician verified the reading, which reflects the last billed reading was correct, and an additional 20 CCFs passed through the meter; therefore, no adjustment is required.   

  Customer response

  02/08/2024

   
  I am rejecting this response because: I hired an **** company to come out to the house during the bill investigation. Please see attached invoice - he noted that nothing is wrong with my equipment and that the issue for the two extremely high bills for November and December were on Piedmonts end. During the the investigation, event he Piedmont tech noted he was not sure what could have caused the two enormous spikes - and it must have been an error. There is nothing that can explain the bill going from 50$ to 536$ in one month when the temperature was 53 degrees. Piedmont has also admitted multiple times that errors can occur in readings, and customers can't see daily usage so it's unclear how it is being clocked. The **** company even speculated they read the wrong house. I would like my two high bills since I have paid for **** and done leak investigations to be adjusted.
  
  

  Business response

  02/09/2024

  An analysis regarding gas usage between October 30th, 2023,and December 6th, 2023, was completed, indicating a decrease in usage before Piedmont Natural Gas technician investigated on December 13th, 2023. The investigation conducted by the consumers HVAC company occurred after the meter was removed, thus rendering their findings potentially inconclusive regarding the specific issue at hand. Piedmont Natural Gas employs specialized devices for accurate monthly readings, and a technician was scheduled to physically read the meter, in which the readings were in line with prior readings. The meter is currently in the process of being tested by a third-party company,Honeywell, for further investigation. Adjustments to November and December bills will be determined based on the test result. The disputed balance on the consumer's account has been deferred until the usage dispute has been settled. Piedmont will continue working with the consumer until we have reached a resolution.

*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. ↩