ComplaintsforElizabethtown Gas Company

• Initial Complaint

  02/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  no calls moving. i got my jan 30 bill 5 6 the meter moved no hot water heater since july and my bill is 49 with 21 distribution how? its always 22. dont say i used more i am going to want meter checked as within last 18 months there was 69 dollar bill i dispute. and will want checked as i empty out and leave here and reimbursed no way i used this much bill wrong ..avvt number ********** so,ething wrong. pls explain bill it mut be an error how can i have a distribution charge at that much with almost no usage what is azquisition credit

  Business response

  02/20/2024

  I called to speak with ********************** on 2/16/2024 and 2/20/2024.Her voicemail is full, so I was unable to leave a message. If I were able to speak with her, I would advise her that the issue with her billing has been an ongoing issue since 2019. ********************** lodged a BPU complaint for the same billing issue in January 2023. I would advise ********************** that all her meter readings for her gas bills have been actual. We have advised her on many occasions that due to her persistent insinuation that there is a problem with her billing, we can exchange her meter. ********************** has agreed to the exchange; however,she always cancels the appointments. So far, at least four appointments have been canceled within the last two years. ********************** always has a reason to hold off on the meter exchange, either because of illness or because she is moving. According to our notes, she has advised us that she was moving from this premise since 2019.  I would advise her that she has two options. She can allow us to exchange her gas meter and have it checked for accuracy, or she can accept the accurate readings she is receiving and pay her bill as calculated each month, until she moves. 

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Another one june 1st this one either need lower amount as well willing to do 100 no shut off yet but will come #********** and need other ******************* over ********************************************************************************* as soon as possible and leave voicemail please

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On December 24, 2022, Skylands UU Fellowship experienced a severe leak in their meter. A technician arrived right away and temporarily plugged it stating that someone would be out in the spring to replace the pipe that was leaking. While there, he inspected our place to ensure there were no interior leaks. On or around February 20th, the entire meter was replaced. The three technicians that were there again, inspected our building and stated everything was fine. In that period of time we were charged in excess of $1500 in gas usage. Our average bill is $25 to $140 and have been for over a decade. Elizabethtown Gas states that the meter was replaced on 12/24 and therefore we used that much gas. They reimbursed us for approx. $150 for usage on 12/24 but refuse to believe us when we say that the meter was not replaced and only temporarily repaired with rags and ****. I had left a good review for the tech who I believe was **** with details of what happened that day ( 12/24 ) with the company. I asked to see the readings for the new meter during that time period if the meter was, in fact, replaced then. I was told '359'. I asked '359' what? and was told I got what I requested. Every regular member who attended on Christmas Eve of my congregation is willing to confirm that the meter was not replaced on that day.I am disturbed that they clearly doctored our records and left that thing leaking so severely for almost two months. I escalated the issue with the state utilities but they have not been much help. Sincerely, ************************* Vice President

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I'm a homeowner and on December 12, 2022 I called and shut off all of my utilities since the home was going to be vacant. ********* ******** for reasons of their own never shut off the service, even though they admit I cancelled service. A prospective tenant tried to have the utility turned on, and was told of an outstanding bill for several hundred dollars. The responses from the gas company was they did it so the pipes wont freeze and I was to make sure the gas was shut off not them. How in the world would I do that? So now they are refusing to turn on the gas for anyone going forward unless the bill they created is paid. I had zero issues with the electric company or the water company. I am only seeking to have this bill removed and more transparency from this utility company. If someone canceled service it should be cancelled with no strings attached.Home Owner: ***************************** ***************************************************************** (this is the vacant property in question) Utility Company: ********* ******** ************

  Business response

  04/24/2023

  After leaving a message for ********************, I was able to reach him on 3/28/2023. I advised ******************** that I reviewed his account. He made a request online to stop gas service at his property in December 2022; however, the gas was left on pending his new tenant and to avoid adverse weather conditions at the property. ******************** was advised that his relative, *****************************, contacted ETG on March 22, 2023, to establish an account. We advised her that gas usage was detected at the property from December 2022 to March 2023. She presented a lease showing her move in date as 4/1/2023. ******************** advised that we should have notified him that the gas would remain on. Due to the account inactivity at the property, the gas service was shut off on March 23, 2023. ******************** contacted our Verification team and advised that she would take responsibility for the gas usage. ******************** made a payment towards the gas usage; we set up an appointment to reconnect the gas service at the property on March 29, 2023. I advised ******************** that there would be no credit issued since we were billing only gas used at the property. He understood and had no further inqui

  Customer response

  04/24/2023

  
  Complaint: 19858933
  
  I am rejecting this response because:
  
  This is the second time this has happened. The tenant paying a bill simply to appease them so she could move in. The gas company refused to turn on the tenants gas unless she paid this bill which she did not incur. 
  

  My issue this, if I shut off service but the gas company leaves it on how is this my bill?  They state we did it for the next tenant or weather. Well since they did that then any cost is in them.  Over the summer I was charged 30 dollars for two months it was on after the tenant shut it off.  Horrible company. 
  
  Regards,
  
  *****************************

• Initial Complaint

  03/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I have contacted Elizabethtown Gas customer service on numerous occasions. I was a customer for 16 years before selling my **********, ** condo last year. I requested historical invoices, They sent a partial year. I once again contacted them to no avail. I was told someone would get back to me. No one has. I was able to access the account prior to the sale of my condo. Unfortunately, at that time, I did not print the invoices. Now I need those invoices. This is a simple request. EVERY other company (5) has produced the historical invoices. I am not sure what kind of company would not comply with my request. I have attempted to contact their corporate office also to no avail. Told emails cannot be sent. The only phone numbers they offer are customer service or a number for an outage. I also tried to contact SJI, the company that acquired Elizabethtown Gas - also to no avail. I would be more than happy to print the invoices myself but when I try to login to my former account I get a message that says no user found. The executives of this ********************** keep themselves well-insulated as the numbers they print are useless in getting the information I need. Extremely disconcerting to say the least. This is a timely matter as I explained to the customer reps I spoke to. I surmise customer service is not important to this ********************** as they have a monopoly on the areas in which they serve.

• Initial Complaint

  02/10/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  This is the worse company I ever dealt with, I bought a house on oct 1 2021, this company made me pay for a past due balance from the old owner, $950, they promised a credit will be issue, but they never did. I pay the bill, this month, they bill me $10 dollar on my bill, and when I access the account now, they change it out of nowhere to $560 dollar, they wiped out all the previous bill like they created a whole new account, so many sketchy things happening on this company, I call them, customer service does not answer the phone, send them email, same, no reply.

• Initial Complaint

  02/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  September of 2022 I received a bill for over **** dollars. I called them, they said due to pandemic they did raise any rate for me. I was on the equal payment plan and was in excellent standing. We agreed upon a new rate, the service rep said wait for the next bill and then pay the agreed upon rate, which I did. Then around December I received another bill, not for the agreed upon rate, but for again over **** dollars. When I called they said my payment was late and thats why the original agreement was void. I told them that the rep told me not to pay the ****+ and wait for the next bill. They went to give all kinds of excuses that did not any sense to me. One of their excuses was that they installed the new meter wrong. Long story short we settled on a new rate, again the rep said not to pay the ****+ so I waited for the next bill and paid it. I received my latest bill and again it was over **** and I got the same story from them. I told them I am paying the latest new rate we agreed upon. This does not seem right at all. I have always paid my bills and have used this company for years. I want to keep my current rate and be done with this nonsense.

  Business response

  03/02/2023

  ********************************* spoke with one of our Bilingual Representatives concerning a bill for $528.74. ****************** was advised the total balance was for two billing periods. His last payment of $250, posted after the current bill generated. The total balance on the account is $278.74 and ****************** stated he will be sending in a check.

  Customer response

  03/02/2023

  
  Complaint: 19326516
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ***************************

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  about a year i had changed a name from ******************* to my name *********************************** because ******************* did not live with us and he was sent to an institution where abouts unknown when i had a gotten a bill it was 133 or something like that it came to ******* and i believe that ******* could not verify that i had lived down the port at the time they stated and gave ******* to help me check and maybe get help with less then 500 have called them numerous times and the first time was last year and you know what they said we found her what kind of company works like they were animals she said in a screaming way i have never lived down the port and i know a friend lived there she was crack addict my account # *********** and have written to the senator to i got tired of calling and they have harrassed me and how can i pay for something that it address never existed

• Initial Complaint

  01/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  this is a new complaint so dont say its a repeat My usage is usually about 14 15 therms not only has that not changed in years but i am aware of rate increase. This company always does the same thing they try to make you think its your appliances, usage, rate hike . they check nothing. nothing outside the home if they can nothing about age of meter i have covid now so no one can come here but its always the same one size fits all brush off 22 dollars to 68 is no rate hike issue alone its something else and its NOT my appliances checked i use like nothing as moving out of ** is on my list this year many months i have paid LESS than the service fee in terms of usage do something or i go further. OUTside my home no scripts. I dispute the bill and a superficial cursory exam wont work. best contact email relocating planning busy etc etc.

  Business response

  01/20/2023

  I contacted ************************************* via email to discuss her most recent bill. I explained to ********************** that her meter reading was not estimated, and this was an accurate read. I offered her an appointment to have the meter inspected, although we are confident, she does not have a meter issue. ********************** has declined numerous attempts to schedule an appointment but continues to dispute the amount of gas billed for the month. ********************** has previously reached out to the *** as well as our Correspondence Team regarding the same issue. I provided my contact information for her to contact her to me, if she decides to have the meter inspected.

  Customer response

  01/20/2023

  
  Complaint: 18701663
  
  I am rejecting this response because: never alleged it was estimated need not be to be wrong which can be checked outside. further my usage is often less than service fee os 10 50 and always low i told her to check outside this is a stonewaller so i am going to AG anad BPU too but i will not pay for 3 times usage when house was empty 10 days no app;iances are broken and when 10 years at minimum of history are way less i want proof outside of stated usage which is 3 times my typical and consistent with the bill of rights for customers i use next to nothing as i researched this could be a leak or a problem that can be verified outside my home. no more stonewalling i declined coming in home as i have covid AND i want it checked outside first. ****** me they dont think its their meter without telling me why does nothing.

  going as far as i must. 
  
  
  
  Regards,
  
  *************************

• Initial Complaint

  12/06/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  The company expanded the gas line from the end of my neighborhood down ************ and through ***** ****************************. They left the roads in complete shambles and patched it so badly I cannot even take that route any longer due to the damages it can cause to my tires. Please demand this company to properly fix the roadway they tore up.

*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. ↩