ComplaintsforNew Jersey Natural Gas Company

• Initial Complaint

  02/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ***************** that's a part of New Jersey Natural Gas, has been charging me $38.90 without my permission or consent for **** Services. *****************, who works for the company mentioned that I was inherited this service from when I bought the house in October of 2021. I think this is unfair and un-justice as I had no idea I was being charged this amount without my consent. It was mentioned to me that this service is inherited from the old owner and that a letter was sent. I have no idea about a letter and I haven't seen a letter. For 30 months, I have been charged $38.90 for ***************** without my consent. A complaint has been noted in my account number# ************. A supervisor will be calling me back, but they mentioned there is no way to refund this to me. I think the practice of what they are doing isn't right and there should be full consent from homeowner. where inheritance is ruled out. Especially new homeowner as they have a lot on their minds and will not know to give a call to advise NJR that they do not want this service. I would like a refund and for the business to change their process. Thanks

  Business response

  03/01/2024

  ***************** is not part of New Jersey Natural Gas. ***************** is a different company than the regulated utility, NJNG. As such, please direct this complaint to *****************. 

• Initial Complaint

  01/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My frustration is that New Jersey Natural Gas had emphasized how much cheaper it was going to be to heat the home if we converted from oil to gas and how grateful we would be in making the gas choice. Well here we are my neighbors and I getting our gas bills and while yes we can agree that our ACTUAL HEAT CONSUMPTION IS CHEAPER THEY THEN CHARGE US MORE THAN DOUBLE THAT PRICE IN DELIVERY CHARGE. On a heating bill of $96.94 they charge $214.67 FOR DELIVERY OF THE *** TO THE HOUSE. HOW ARE THEY ALLOWED TO LEGALLY CHARGE CUSTOMERS THESE OUTRAGEOUS MONTHY DELIVERY CHARGES?? IT IS ***** PER THERMS OF ACTUAL *** USAGE AND ***** PER THERMS FOR DELIVERY CHARGE

  Business response

  01/26/2024

  ******** Service Supervisor ************** contacted ********************** on 1/25/24. ***** provided a bill breakdown by explaining the charges using the degree days along with making her aware of the October rate increase. ***** also sent energy assistance information for help with her utility bills. ********************** was okay with this and thanked ***** for explaining and the information. Energy assistance is available to our customers and we will always work with a customer to ensure the delivery of affordable, safe, reliable and uninterrupted service to meet their daily needs. 

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company emailed me saying they were turning my service off they have been sending the bill to the wrong address **** I live at ******************************************************************************* one I would like a payment plan and be contacted by the company asap

  Business response

  05/10/2023

  5-10-23 ******************, supervisor contacted the  customer. **************** will go to New ********************************************* Gas' s ***************** office to make payment today, May 10 for $100. Then on  May 24th she will make payment $150. The account is on hold from being disconnected and the address has been updated in our system.

  Customer response

  05/10/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *************************

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The last 2 months my natural gas bill is more than double the previous months. I spoke to a representative and they stated that a company called ************* took over supplying my residence with natural gas and that is why the price is so high. It could not be explained to me how this company was able to take over without my authorization

  Business response

  04/03/2023

   3/28/23 - **************: I reached out again today to ****************** and was able to speak with him. He advised that he is communicating with ************* Corp the third party supplier. He stated they are investigating the situation and will reimbursee him if he was billed without authorization. ****************** will continue to make monthly payments on the bill.

• Initial Complaint

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My thermostat has been erratic and does not let me program it for heat the way it used to be. I've been calling New jersey Natural ********************** for three days, get put on hold for as much as 22 minutes, then a voice (recording not a person) with an ad, does not give me a chance to speak, then says call volume is heavy, then says try another time, ( the same thing happens) then says goodbye. This kind of treatment is outrageous. And I even have a separate service contract for which I pay an extra $150 annually. What can BBB do for me?Thank you, **********************************.

  Business response

  03/17/2023

  3-17-23 We called and spoke with ********************************* today. We  addressed his concern about the phone lines. We were experience high call volume. We launched a new version of "My Account" this weeks. There were some glitches in the program. We are working hard to resolve those issues.

  Regarding the service call, ******************** is a ***************** contract customer. ***************** was able to schedule his repair for today. ******************* was satisfied with this resolution.

  Customer response

  03/18/2023

  
  Complaint: 19604006
  
  I am rejecting this response because: The problem came back or apparently was not cured after all.
  
  
  
  Regards,
  
  *******************************

• Initial Complaint

  02/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Closed my account as we moved They are still billing me 2 months later I called to have this fixed and a nasty woman who I can say much more about named ******** is refusing to remove the charge. I will not pay you. So you can take me to court over $12 but I will not pay based on printable alone. there is no usage of gas but a service charge. Remove the charge or Ill call the mayor. The Govoner, everyone. How dare you

  Business response

  02/24/2023

  A supervisor tried to contact the customer.  A message was left for the customer. As background information, the customer did call for a turn off. However  the meter is in the cellar and we couldn't get to the meter on the first attempt. Therefore, the acct was not closed and we couldn't credit the acct. The service is now disconnected. The customer's account will be credited for $12.00

  Customer response

  02/25/2023

  
  Complaint: 19453711
  
  I am rejecting this response because:
  
  I woke up today and there is now a $20.80 charge on my account. An account that is closed with no usage in 2 months. 
  This is absolutely ridiculous and this matter must be handled before I take NJNG to small claims 
  Regards,
  
  *********************

  Business response

  03/06/2023

  ****************, supervisor called the customer and left a message advising of the final bill and credit of $20.52.
  Nothing is due and she should receive another statement showing the credit was done.
  

• Initial Complaint

  01/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/28/ 2022 with New Jersey natural gas, safe green project I ordered a nest thermostat. It was received. I proceeded to go onto the website to purchase the home analysis and install for $24. I was unsuccessful in completing the order each and every time I tried to check out it said an error or could not accept payment despite me using my credit card or my daughters. I emailed them to relay the issue on 1/20/23 and received no response. I attempted to use the chat button and the person on the other end was useless and was not helpful twice they ended up telling me to call in because it was an internal error and they could not place orders via chat. I called in on 1/24/2023 and spoke to a representative that attempted to manually submit the order and it would not go through and was told that I would be called the following day because a ticket needed to be created because it was an internal issue. One 127 2023I called twice to the customer service line and received representative ***** who answers the phone by saying thank you for calling New Jersey Natural Gas save green project and then disconnects the call each time after waiting on hold 10 minutes each time I again email customer service then I call **** to New ********************************************* Gas and get representative ******, who is no help and tells me I dont even know what to do because I cant even see the order so after realizing I was getting nowhere with her I asked to speak to a supervisor, and ** placed on hold for 20 minutes I have to work so I hung up. This is starting to feel like some sort of scam. Number one the thermostat was not free number two as you try to submit for the install and analysis theres an internal problem but no one is able to resolve it and no one does follow up to emails or phone calls yet. This company has New Jersey Natural Gas logo on their website, but New Jersey natural gas seems to wash their hands of it.

  Business response

  02/07/2023

  ********************** from EFI that handles issue with SAVEGREEN and the thermostat called the customer and sent and email. I was waiting to see if the customer responded. As of this date, we have not received a response from the customer.

   

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My complaint is with **** *****************. I submitted for reimbursement on a furnace as instructed by them. I completed a docusign and all supporting documents to do this. Several weeks later I am email stating there was an issue with my docusign. I went to check it and could not get in. So, I called and had to leave a voicemail. No return call. But then I am email stating my docusign was voted because I had a duplicate application. I have sent them about 4 emails and left 5 voicemails (spaced out by several days in between) and no one will get back to me. I have been trying to reach them since early December. Even let them know I would be doing this on my last voicemail, still no response. I dont know any other way to get through to them to find out where my $2,500 is.

  Business response

  01/26/2023

  ****************, Supervisor in SAVEGREEN contact ********************. ****** already spoke with the customer last week and explained that she never received the emails. Regarding her application, it was submitted in December. However, due to the high volume it was entered into the system in January. However, we have 120 days to process the rebate. ****** doesn't have any record of her emails or phone calls. When the supervisor spoke to the customer last week she approved it the same day. ****** sent her emails last Friday letting her know the progress. The customer said she didn't receive the emails. ******************** checked her spam folder and saw the emails from Ludlow. The issue is resolved. ****** apologized to ******************** for the challenges she had with the process. Ludlow processed the paperwork. She will receive a check with in two weeks. ****** will follow up with the her department about the delays to see where we can improve this process. The customer is satisfied.

  Customer response

  01/31/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  I believe the pertinent take away from this situation, is that the emails and phone number (which appear on Save Green website and was provided to Ludlow) need to be monitored and responded to.  Without reaching out to BBB, I do not believe this would have reached a resolution. 
  
  Regards,
  
  *****************************

• Initial Complaint

  11/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Act # **-0006-2441-88 Service Address: ****************************************************** Hi,We recently received an updated annual budget statement and our monthly payment is increasing from $104.00 to $164.00/mo.This is a huge increase - $720 per year and does not correlate to the actual budget difference on bill listed as $201.00.We are requesting that this be thoroughly reviewed with the goal of a more manageable budget that corresponds with the actual difference, not an additional over $500/per year above the budget difference.We tried to call NJ Natural Gas- the hold time is 3 hours plus.We sent an email to customer care - over a month ago. No response.Consumers have virtually no options for use of this utility - their lack of response is unacceptable.

  Business response

  11/14/2022

  ********************, NJNG supervisor, contacted the customer.  She apologized for the phone wait time. He stated that he received an email communication already from NJNG explaining the increase. He stated he is not happy but there is nothing that he can do. He mentioned that he is conservative and has new efficient units. He will wait for the February review and see if there is any change.

• Initial Complaint

  10/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 16th 2022 I called my gas company in regards to my security deposit...due to the fact that it's been 1 year and payments have been made on time and was eligible to receive my security deposit of $120.00 plus interest...when I called in it was brought to my attention that my deposit was applied to my account which it should not have been because there was no past due amount on my bill...I once again called in October 2nd 2022 a gentleman named ****** said my deposit check would be mailed to me in 1 to 2 weeks...I called on October 12th to check on the status of my check I was told by ***** that I would receive my deposit check between the 17th and 21st of October....during that time prior I was mailed 13 bills dating from September 2021 to September 2022 and received them October 8th...don't know the reason why but I feel it should of been my deposit check instead ....I once again called on October 17th to check the status of my deposit check...I spoke to ******* and she advised me to wait until October 21st...I once again called on October 21st to check the status of my deposit check and was hung up on by a representative...I didn't get her name in time to know who I spoke to and hung up on me...at this point I feel like I've given NJ natural gas more then enough time to send me my deposit check and feel it necessary to bring it to the BBB attention in this matter....please help me with this issue I've been having....

  Business response

  10/24/2022

  Good afternoon,

  I am acknowledging the complaint. A supervisor from the *********** will contact the customer.

  *******

*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. ↩