ComplaintsforNational Fuel Gas Company

• Initial Complaint

  03/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  National Fuel Gas ignored their faulty meter for 12-18 months then send us a bill for $1000.00 for back gas use. My wife is disabled and the bills we received showed no balance, we thought that some other agency was paying the bill. They say that we can make payments, but it's their fault, if they would have billed us all that time then, said the meter was bad ok. But to call us up and say that the meter is bad and will need replaced, then sent us a bill for $1000.00, isn't right for us to pay for their neglect. Now I’m afraid that the gas will be shut off and they will add a reconnection fee to turn it back on, that will also make the bill even higher.

  

  Business response

  04/04/2024

  National Fuel researched the customer’s concerns regarding a billing adjustment. The company can confirm a non-registering meter billing adjustment was completed on February 20th, 2024. Company records indicate the customer has not contacted National Fuel about their concerns for the billing adjustment.On February 26th, 2024, a representative mailed the non-registering meter billing adjustment summary, corrected bill and letter explaining the billing adjustment. On February 26th, 2024, and April 2nd, 2024, the company attempted to contact the customer about the non-registering meter billing adjustment. The company representative was not able to leave a voice mail.A billing dispute has been initiated as of April 1st, 2024, when the company received the Better Business Bureau complaint. The company will send the customer a written response in the mail explaining the non-registering meter billing adjustment. The company recommends the customer contact the office at ###-###-#### Monday through Friday 7:00am to 6:00pm to discuss the non-registering meter billing adjustment and payment options.A non-registering meter billing adjustment is needed when a meter malfunctions. This correction is based on the weather experienced during the period that the meter had malfunctioned, the customer’s usage history when the meter was functioning properly, and the current usage from the new meter.Per chapter 56.14 of the Pennsylvania Public Utility Commission regulations for previously unbilled utility service, the public utility may render a make-up bill (billing adjustment) for previously unbilled public utility service which accrued within the past four years resulting from a public utility billing error, meter failure, or leakage that could not have been reasonably detected.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I would like to be connected to a manager for reconnecting my service. I was planning on getting a heat pump from clean heat New York and that has been delayed. I cannot seem to get supervisory assistance from National Fuel to connect the account. I was advised I had not made a payment in three years, which is not true. I also receive HEAP. I’d appreciate this matter looked into too.

  

  Business response

  01/12/2024

  The company reached out to the customer and assisted with having service reconnected.  The company also advised that the HEAP grant has been applied to the account.  The customer was given National Fuels Quality Assurance Department contact information should they need further assistance.                       

  Customer response

  01/14/2024

  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

  12/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/17/2023 I had a brand-new gas furnace installed to completely replace a very old low boy oil furnace. The new Amana 97% efficient gas furnace model numbered: ************ serial number: ********** was professionally installed by tropical heating and cooling. The original gas furnace came with the house when we purchased it in 1978. I had also switched from being a customer of **** who was providing the oil to National Fuel who is now providing the gas for the new furnace. National Fuel also installed a brand-new gas line and meter on my property with the understanding I would become their customer and get the furnace installed. I purchased a high-efficiency furnace under the understanding that National Fuel provides a rebate for customers who choose higher-efficiency furnaces. I submitted the rebate form to National Fuel shortly after installing the furnace on 7/31/2023 and waited for a response. On or around 9/27/2023, I received an approved rebate check for the amount of $350.00. I called in shortly after this to inquire about the amount and stated that I should receive $1350.00 based on the rebate form. I was told that I shouldn't cash the check, but rather wait for a new one to come in. I have made numerous phone calls to National Fuel regarding the situation and I'm either told to wait longer, or they request additional information to send in, or I am told I will be called back at a later time which never occurs. The manager of Tropical Heating and Cooling who professionally installed the furnace has made numerous calls to National Fuel regarding the rebate with no progress made. I am requesting that this matter be finally settled in a timely matter as this back and forth has been going on for nearly 5 months with no resolution in sight. I have attached images of the original rebate form, documents from NOCO, images of the old furnace and the new furnace, the rebate check I was told not to cash, and the receipt for the gas furnace install. Thank you,

  

  Business response

  01/05/2024

  National Fuel contacted the customer to advise that after investigating the issue, the company that provides the rebates discovered that they completed the paperwork incorrectly which resulted in the full rebate not being sent to the customer.  The paperwork has been corrected and the customer will be receiving the full rebate.  National Fuel requested that the payment be expedited to the customer, and advised the customer to call National Fuels Quality Assurance department should they have any further concerns.

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i had a new furnace/hot water tank/heat pump and thermostat installed 8/8/23 with the signed contract assuring me of a $1400 rebate. i filed rebate 8/15/23 and should've had rebate 4-6 weeks after i've called multiple times and was told on 11/6/23 that rebate had been mailed 3 weeks prior in which i never received i was told on 11/6 that they would expedite and should receive within 2 weeks and again never received i called again 11/28 and was told it should be an additional 2 weeks today is 12/8, 4 months after the work was done

  

  Business response

  12/15/2023

  National Fuel contacted the customer to advise that after investigating the issue, the company that provides the rebates discovered that they completed the paperwork incorrectly which resulted in the full rebate not being sent to the customer.  The paperwork has been corrected and the customer will be receiving the full rebate.  National Fuel requested that the payment be expedited to the customer, and advised the customer to call National Fuels Quality Assurance department should they have any further concerns.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I make payments monthly and for some reason, they say they are returned to my account. Witch they are not , I have bank statements proving. I have sent them. Witch you'll see in the proof in the information requested later on. They gave me a shut off notice for September 24th. So I paid it in full. Now they are saying I have a 24 dollar credit. But I would appreciate someone looking into my account to make sure there is no other problems. I am on disability. And feel they are taking advantage of me.

  

  Business response

  10/02/2023

  The company called the customer and advised that when payments were being made to National Fuel, the customer was entering an old National Fuel account number and incorrect banking information. The company did transfer over any payments applied to the wrong NFG account and waived the return fees associated with the payments made with incorrect banking information. The customer was confusing National Fuel with another Utility company when they advised they sent NFG a specific payment. 

• Initial Complaint

  09/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company is charging me an insane amount of money due to their own lack of competence. They're charging me 416.12 due by 10/04 (account number **********). They tell me it's because they had to estimate the payment based on the last year and a half. They said they "tried to get readings" over that time frame and no one answered the door. I work. I have a job! They never tried once to contact me or leave a note to tell me they need a reading. They just went on for over a year and a half and hit me with this monster bill. I don't think I should have to pay this bill just because some jerk showed up at my door and couldn't get in, and then did NOTHING to resolve the issue.

  

  Business response

  09/28/2023

  The company called the customer to address their concerns.  The company advised that with the meter being located inside, the company had not obtained a company reading in several months therefore when a company read was taken, it was necessary to adjust the bills based on that reading.  The company provided the customer with a meter reading schedule and advised that they could submit meter reads on months where the company does not have access to read the meter.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am in the process of selling my house located at **** ******** **** **** **** ** ****** I moved out of my house t the end of January 2023. I called National Fuel to shut the gas off and I believe it was done on approximately Jan. 24. The house a two unit and I requested the shut off for both units. They shut the gas off for the second floor, which was where I lived, plus they never took a last meter reading. I had no idea they didn't shut it off for the first floor. I have been trying to get them to shut the first floor meter off and they still have not. I have contacted them several times nd finally they took a final reading and told me how much I would owe on my next bill. However, my problem is that the keep billing me. This has been ongoing since the end of January. The house has been vacant since the end of January. They said they estimate the charges from the previous and have to do that because the gas has not officially been shut. However the second floor meter was shut of at the end of January. He bill amounts are all over the place. A monthly bill will be high. The next would be lower and the following month will be high again. I am tired of calling and fighting with them and I'm refuse to pay anything until the fix this problem, but it seems that it will never get resolved. They send me forms to fill out but they continue to bill me. This is my only opinion at this time to get this resolved and they can continue to bill me, but I will not pay anything until they resolve this. I don't see an end to this. I can send documentation but I will have to fax them. Please send me information so that I can submit them. Thank you.

  Customer response

  07/13/2023

  National Fuel **** ***** *** ** *** ***** **** ** *****

  

  Business response

  07/20/2023

  On 2/6/23, the customer contacted the office and requested to end the gas service for their rental property. The representative explained a signed ******** ********* ******** statement was to end the gas service. The representative emailed the ******** ********* ******** statement to the customer to sign and return. PA Act 54 allows the utility company to request a signed copy of a Landlord Ratepayer Occupant Statement when the service is in the landlord’s name declaring the vacancy before ending service. On 3/17/23, the customer contacted the office and questioned the gas service remaining in their name for accounts for the first and second floors. The customer stated they sold the property, and it is vacant. The customer stated everything is shut off. The representative explained company records show on 2/6/23 the customer was advised a ******** ********* ******** statement was needed to end the gas service. The representative advised a Landlord Ratepayer Occupant statement was emailed to the customer and confirmed the email address was correct. The representative explained we have not received a signed ******** ********* ******** statement, so the gas service was still in their name.  The representative emailed and mailed the customer another ******** ********* ******** statement. The representative recommended they call back after sending a signed Landlord Ratepayer Occupant statement to confirm we receive. The customer stated ok and stated they did not have additional questions. On 4/19/23, the customer contacted the office regarding both of their accounts for the first and second floor. The customer stated the estimated gas bill is too high because it is vacant, and everything is shut off. The representative explained the bill was estimated this month. The customer requested the company read the meter. The representative scheduled an order on 4/20/23 to read the meters. The representative explained if the customer still wanted the gas service finalized, a signed ******** ********* ******** statement is needed. The customer stated that was too much to do and refused to get the ******** ********* ******** statement notarized. The representative explained the statement does not need to be notarized and only the top portion needs completed and signed. The customer stated the gas on the second floor was their residence. The representative explained there is a shared meter situation for the second floor. The representative recommended to call back after sending a signed ******** ********* ******** statement to confirm we receive. Pennsylvania law, PA Act 54, does not allow a tenant to pay for gas service used in areas outside the tenant’s own dwelling, either for another tenant’s dwelling or for a common area. This is known as a shared meter condition. The service must remain in the owner or landlords name until the situation is corrected.On 4/25/2023, the representative contacted the customer and reviewed the results of the bill correction with the customer for both of their accounts. The customer stated they were satisfied and would like a written report. PUC rights were given. On 5/12/23, a written dispute response letter and adjusted bills were sent to the customer for both accounts. On 6/2/233, the customer contacted the office regarding their bill for both of their accounts for first and second floors. The representative reviewed the usage and payment history. The customer was satisfied with the explanation. The customer stated they would like the gas service ended for the first and second floor. The representative mailed a ******** ********* ******** statement to the customer. On 6/15/2023, company records show a signed Landlord Ratepayer Occupant statement was received for both first and second floor. The accounts have been finalized as of 6/15/2023 and statements sent to the customer.

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  National Fuel dug up over 350 feet of my front yard as well as under my front window to put in new lines and meter during Feb 2023. I have now spent weeks calling and asking for repair to be done properly. They have not replaced the shrubs under my front window and have done the bare miinimum to get grass to grow. I had 12 x 12 concrete pavers in the front that are now broken and left in the dirt. I have over 4.000 square feet of dirt with not much on it. I have called for weeks to get an acceptable answer, only to be told that "They" will find out and call me the next day. No such call ever comes. When I attempt to call them back no one ever answers the phone. They do not repspond to my txt messages or my emials. I just want my yard back to the way it was before they dystroyed it.

  

  Business response

  06/22/2023

  The company reached out to the customer to address the concerns related to the restoration work for their property.  The company also contacted the contractor that is completing the work. The contractor stated that they leveled the ground, put topsoil, seed, and mulch down.  The company advised the contractor that the customer had additional concerns related to the restoration.  The company is waiting for more information and will reach back out to the customer with additional updates.

  Customer response

  06/29/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Regards, ****** ********

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  National fuel dug up our front lawn on March 10th. We were promised that the lawn and landscape would be repaired. A pipe is sticking out that needs to be cut to grade. It is now June 1st and after numerous calls and messages, no one has gotten back to us and our front yard is still a mess.

  

  Business response

  06/08/2023

  The company called the customer to address their concerns.  The company’s foreman visited the property and spoke to the homeowner.  The customer called the company and advised that the contractor completed the grading and that the hydroseeding should be completed in the next day or two.  The customer stated that the foreman has been wonderful with communicating to them every step of way and making sure they are updated and will continue to do so until the restorations are completed. 

• Initial Complaint

  05/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  i have been paying my bills online and never had a problem until you switched the online part over. when i made my last payment on the 5th of May. i switched my checking account numbers and entered in a new one. when i made the payment of 59.33, your online system still used the old account. i found out the next day and called. i was told if I made the payment again before the due date, i would not be charged a fee. you people went. on the 12th i resubmitted the payment and now i find out i was charged a fee. i was lied to and want the service charge fee taken off. your system messed up and i called you fix it and i was told i would only have to resubmit it before it was due. i was lied too. i will take legal action if this is not resolved. ***** ****** ******* ****** *********

  

  Business response

  06/05/2023

  The company contacted the customer and advised that the fee has been waived.  The customer was satisfied.

*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. ↩