Complaints

This profile includes complaints for Enbridge Gas Ohio's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Enbridge Gas Ohio

  PO Box 5759 Cleveland, OH 44101-0759

  
• 

  Dominion East Ohio

  2100 Eastwood Ave Akron, OH 44305

• 

  Enbridge Gas Ohio

  1201 E 55th St Cleveland, OH 44103-1028

  
• 

  Dominion East Ohio

  323 Springside Dr, Akron, OH 44333

• 

  Dominion East Ohio

  150 S Jackson St Lima, OH 45801

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I have two major problems. One problem is Dominion removed 10 trees, one by mistake I need replaced and 9 other trees. Dominion took out these trees early June promising to return and remove the stumps and the unsightly stumps are STILL here. The second problem involves a totally ugly building on my property that is covered in peeling LEAD paint, unsafe and an eyesore since the trees that were hiding it are gone! Please show respect for my property and fix what you destroyed!

  

  Business Response

  Date: 09/27/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello,
  
   
  
  There is a pipeline replacement project taking place in this area.  The tress were cut down in May because tree cutting is not permitted in June/July before any pipeline work began.  The tree stumps will be grided down before pipes are installed, and restoration of the property will take placed after the pipeline work is completed in mid-November. The land agent (the contact for the locals) has contacted the customer on 9-25-23 and provided her with an update.
  
   
  
  Thank you,
  
  Dominion Customer Relations

• Initial Complaint

  Date:09/08/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They illegally turned off my gas service after not complying with sate laws and regulations. They failed to return my gas service and lied about their attempts to do so. When a service technician came to return my service they were rude, again shut off my gas service disregarding my medical needs for the service that had already been approved.

  

  Business Response

  Date: 09/11/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello Marqus,
  
  The bill issued on 8-21-23 showed a past due amount of $328.60 due immediately to avoid disconnection.
  
  On 9-6-23 the service was turned off due to nonpayment.
  
  On 9-7-23 Mr. ******* contacted the company regarding the disconnection. A medical certificate was faxed to his doctor. The medical certificate was approved on 9-7-23; a message was left on his voicemail to call for reconnection.
  
  Mr. ******* contacted the company on 9-7-23; the service order was scheduled for 9-8-23 as an all-day order; there was no access.
  
  A second service order was issued on 9-8-23; this technician noted that he was unable to access the appliances in the basement and left the service off.
  
  A third service order was issued on 9-8-23. This technician spoke with the landlord over the phone regarding access to the appliances in the basement. The technician reconnected the service and lit the stove; the water heater and the furnace were left off. The landlord advised the technician that he will light those appliances.
  
  On 9-11-23 I spoke with Mr. ******* regarding the complaint. I advised him that an email has been sent to the supervisor regarding the technician not leaving a notice when the service was turned off on 9-6-23, as well as the second technician’s behavior.
  
  An email was also sent to a supervisor regarding the agent noting the account that a message was left on Mr. ********* voicemail to call for reconnection, but he does not have a voicemail.
  
  Adjustments have been made on the account. Mr. ******* was satisfied and has my direct number to reach me in Customer Relations.
  
   
  
  Thank You,
  
   
  
  ******* **
  
  Dominion Customer Relations

  Customer Answer

  Date: 09/12/2023

  [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

  Date:09/07/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dominion says I need urgent service on my apartment's gas meter. They have sent several notices threatening to shut off our service if they cannot do this urgent work on our meter. I scheduled several days ago to have someone come out today 8am-12p. I checked my account this morning to see that the service request had been canceled, without notifying me. I called to see why the request had been cancelled and the agent said they did not know why. I asked that the work still be done today, and they said they did not have anyone to come out to do the work. I said that must not be true, since I was able to schedule my service for today initially. They insisted that a week or two from now was the soonest they could come out -- potentially after the date they say they will cut our service off. I think that if this meter service is so urgent, they can find time sooner to do this work. This is the second time I have had to adjust my schedule to accommodate these canceled appointments, I can not do this again. I would like them to send out a worker ASAP to do this "urgent" work and stop threatening to cut my service off, seeing as how they are the ones refusing to show up to the appointments.

  

  Business Response

  Date: 09/25/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello ******,
  
  The meter must be changed at this address. I have been in direct contact with Hannah Smith to schedule the appointment for a date that is convenient for her. She has my direct number to reach me in Customer Relations.
  
  I would like to add that the meter was successfully changed on 09/15/23
  
   
  
  Thank you,
  
  ***** **
  
  Dominion Customer Relations

• Initial Complaint

  Date:08/22/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My gas was shut off 8/17 and did not get a bill till three days later and I'm trying to do a partial payment of $155 and it's medically making it hard to do daily chores

  

  Business Response

  Date: 08/22/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello,
  
  
  *** ******* has not maintained on time and in full payments. There has been a shut off notice on multiple months bills. Gas was turned off for nonpayment 8/9/2023.
  
     I spoke with her today and explained a medical certificate can be applied for to restore services. She is to call me back with her doctors information so one can be faxed.
  

  
  Thank you,
  
   
  
  ******** *
  
  Dominion Energy Ohio
  
  Customer Relations

• Initial Complaint

  Date:08/21/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For 3 months I have been getting billed for way beyond what my actual meter reads . They will not give a credit , and they continue billing for gas I have never used . Now threatening gas shut off.
  This is beyond ridiculous , please help . I have also filed a complaint with PUCO today 8-21-2023.

  

  Business Response

  Date: 09/05/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello,
  
   
  In addition to this complaint *** ********* has filed an informal complaint with the PUCO and the investigation results are as follows:
  
   Upon receipt of the complaints a hold was placed on the account to prevent shut off through 9-21-23.
  
   We received a call on 6-26-23 from *** ********* regarding his high bill complaint.
  
  The company determined that there was a malfunction in the equipment.  A wire was found damaged for the AMR (automated meter reading) device in June 2023 and has been repaired.  The AMR device was not properly synced which caused overbilling.
  
  On 8-29-23 a technician was sent to the property to investigate and confirm the correct read from corrector equipment on the manifold.
  
  The account has been rebilled with the correct readings; there is no payment due and a credit balance of $687.13.
  
  I called 9-1-23 to speak to *** ********* to discuss the above.  A message was left on his voicemail regarding the findings and my direct contact was left for any additional questions or concerns. 
  
   
  
  Thank you,
  
  Dominion Customer Relations

  Customer Answer

  Date: 09/05/2023

  [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

  Date:08/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 08/04/23 I placed a re-connection order with Dominion East Ohio Gas hereinafter "DEOG" a black serviceman came to my property, instead of re-connecting he disconnected the entire house claiming a PVC pipe was used. found NO Leaks. The serviceman was rude and condescending, and ordered me to repair and or remove PVC. I had the repair done and contacted DEOG which sent a white repairman who was also rude and condescending told me i was spoken of in a ill manner by the first repairman, and refused to reconnect service to my home (Downstairs) and sua sponte found new issues of cross pipe up and feeds down water heater. I told him I am the Owner and did not care because I paid both Bills. (all paid in full) he ignored me exercising my Ohio Constitutional Article 1 section 1 and 20 rights and did not reconnect service alleging gas leaks and cross pipe. The cross pipe was there upon connection in 2017 when i purchased my property, was not a connection problem nor were any gas leaks detected. The only reason for no gas re connection are race discrimination because i live in an african american community of Cleveland. I am demanding the REPAIR of disconnection be made immediately.

  

  Business Response

  Date: 08/07/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello,
  
    DEO was at the premise on 8/4/23 and found the house lines were not properly installed. Gas was left off for safety. The customer was advised to have repairs made and call back for turn on once completed.
  
      The customer called back on 8/7/23 stating the repairs had been made. DEO investigated and found repairs are still needed. The customer was advised to make repairs and call for turn on once completed.  
  
    *** ********* contacted DEO again 8/7/23  and spoke with a supervisor who advised gas will not be restored until all repairs are completed and it safe to restore gas service to the premise.
  
   
  
  Thank you,
  
  ******** *
  
  Dominion Energy Ohio

• Initial Complaint

  Date:07/11/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am due for a regular meter maintenance so I have been trying to schedule an appointment time. I work two jobs so don’t have a full day off so am really only available Monday or Thursday evenings (or all day Sunday). I schedule many appointments Thursday evening so Mondays are usually my free day. I have called 4 times and spent hours on the phone trying to schedule an appointment from 4-8. They keep saying they are making a special request and I should have an appointment soon. Finally I was told in a phone call on Wednesday 7/5 that I was scheduled for an appointment 4-8 for 7/10. I missed a call about an hour later asking if I wanted an appointment from 12-4 Or 4-8. I called back right away and confirmed that I cannot do any day 12-4 and need a 4-8 appointment. I was told that wasn’t a problem, I needed to do nothing else, and someone would call a half hour before their arrival on 7/10 between 4-8. No one showed up. This is my only free evening a week and I was pretty frustrated.
  I called today (7/11) because they were closed last night by the time I realized no one was coming. She is putting in a special request to the local office for an evening appointment on 7/17 but said there is no guarantees.
  
  While all of this is going on I am getting notices from dominion my gas will be turned off on 7/22 if I don’t schedule an appointment. (The notices are by mail, phone, and on my account website.)
  
  I still don’t have an appointment despite calling many times and being told I was scheduled when apparently I was not.

  

  Business Response

  Date: 07/11/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  I have reviewed this complaint and contacted the customer. 
  
  We have scheduled an appointment 7/13/2023 from 5-7 Pm to accommodate her work schedule. 
  
  She has my name and phone number for future concerns.  
  
   
  
  Thank you
  
  ****** * – Customer Relations 

  Customer Answer

  Date: 07/25/2023

  Hi,

  problem was resolved. I am satisfied with the outcome.

  thank you!

• Initial Complaint

  Date:04/29/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We object to our current invoice. Can a $53.35 invoice be sent under the name of "Basic Service Charge" to an invoice that has never been used? I understand a reasonable fee, but what does that mean? Where did it appear to be paid without usage? How is it to get paid from someone who has no use? If $10-$20 is wanted, we can somehow understand, but what does it mean to send a $53.35 bill for something that hasn't been used at all? Like me, there are bussuru businesses here and it doesn't just serve me, so it's ridiculous to ask for such a fee. We do not earn money easily, and we do not charge anyone for the service we do not provide. Is that possible? No usage but send $53.35 invoice under 'Basic Service Charge'. We object to this situation and nothing like that can happen.

  

  Business Response

  Date: 05/02/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello,
  
   
     The Basic Service Charge is a billing charge that is charged on every bill regardless of how many days is on the bill.  This is an approved charge from the PUCO.  If there is a 30 day bill or a 1 day bill, the full basic service charge will be on the bill and is not prorated.  
  
     The Basic Service Charge covers the cost of supplying standard customer service for emergency & non-emergency needs. Those costs include everything from meter reading & billing expenses to depreciation & property taxes on our pipelines & other facilities.
  
      The bill is accurate and no adjustments will be made.  I attempted to reach ******* ****** *** on 5/1/23 to review the above and left a voice mail message.
  
   
  
  Thank you,
  
   
  ******** *
  
  Dominion Energy Ohio

  Customer Answer

  Date: 05/02/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  We do not accept the answer of the Dominion gas company? What do you mean pipe and connection expense? We're a phone repair company too, so let's charge every customer who asks a question? Is that possible? There can't be such a ridiculous thing as being charged for something that is not use? Where is the absurd situation such as reflecting a $53.35 bill on "0" gas consumption? Also, I'm not the only business here and it doesn't serve me alone. We object to this fee and such application and do not accept it. We want to exercise all our legal rights under your leadership and We do not think and accept that there is a decision or application such as invoicing the obligations of the company from customers who do not use it. There is a concept called a reasonable fee in everything and I can understand receiving $10-$20, but it is officially taking money out of one's pocket without using the $53.35 bill to be sent. In addition, there is no problem with my gas pipes and there is no question of renewal, so it is unfair to charge a fee without consumption.
  
  
  
  Regards,
  
  
  
  ******* ****** ***
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:03/20/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have owned rental property in the past. I put my name on the Dominion Energy bills to have the Landlord Agreement so the bills would come to me if someone moved out or for some reason didn't pay their gas bill. I no longer own any rentals. I have tried everything possible to have my name removed of these accounts. I have called them multiple times. I have spent many hours with them on the phone. I have filled out a Landlord Reversion Agreement form on line and sent it back to them On one of the phone calls I was told they would send me a form in the mail to fill out. They sent it and I filled it out and returned it also. I have received bills and have given them to the new owners. I received notices telling me gas will be shut off if not paid within 3 days. This has been going on for several years. I received another notice today. There are 7 apartments that I have had this problem with. These are the addresses: *** ****** *** * * *** * *** ************ **** ****** *** ****** *** * * *** * *** ************* ** ****** *** ********** *** * * *** * *** ************ ** ****** *** ********** **** *** * *** ************* ** ********* *** ** * * **** * *** ************* ** ********* *** ** * * *** ************ ** ****** *** **** **** * *** ************* ** ******

  

  Business Response

  Date: 03/21/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello,
  
   
  
  The landlord reversion agreements have been removed. On 3-21-23 I spoke with J*** ********* to advise the same.
  
   
  
  Thank You,
  
   
  
  ******* **
  
  Dominion Customer Relations

  Customer Answer

  Date: 03/22/2023

  [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 19624195, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  Judy Swinehart
  
  
  
  
  

• Initial Complaint

  Date:03/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After moving out in Oct, dominion is still charging me for energy usage. After three months, they started charging me again for energy that should have bounced into the owner of the buildings name.
  They admitted to me that they did not follow their normal protocol after tenant moves out, which usually means that they would do the reading, and it would bounce to the owner of the building.
  I have called and try to resolve for the last three months and they keep telling me that I need to wait for them to do the reading and get a final bill.
  
  Two weeks ago I got the final bill then this morning I get a bill twice as much for the last month, including this one that is supposed to be charged to the landlord.
  They keep showing me that that is their protocol, but has not follow through.
  I need this resolved before the company takes me to collections and ruins my credit over there error and them not contacting the building owners who live in Florida.
  After spending countless hours on the phone with the nice customer service representatives, they keep telling me that they cannot do anything that I have to contact the department that only has an email.
  They claim I owe them near $500 when I have not lived in the apartment since October 2022

  

  Business Response

  Date: 03/03/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello,
  
   
  
  On 3-2-23 I called ***** ****** and advised her that I have backdated the account to 10-19-22.
  
   
  
  Thank You,
  
   
  
  ******* **
  
  Dominion Customer Relations