Complaints

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:07/21/2025

  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.

  I have been trying to file with the CAP and gas program for the last two months. I did explain just had a stroke.. Im doing my best but, they havent given me time to get things in. Or proper places to send to. Also had a gas leak that wasnt fixed till this month!! And no adjustments to bill???

  Business Response

  Date: 07/23/2025

  Thank you for the opportunity to respond.

  I reviewed Ms. ***** account.
  *** **** ***orted an odor of gas to Peoples on 5/20/25 and an emergency order was immediately issued to investigate. Multiple leaks were found on house line.The tech turned off gas for safety and left a red tag until repairs are completed.Explained to both customer and landlord.
  The next day, 5/21 Ms. **** called back to ***ort the repairs were made and a tech was sent. The repairs were inspected, completed safety checks and gas was turned back on.
  The property owner is responsible for maintenance and repair of customer owned house and service lines.
  There are no billing adjustments warranted in this circumstance.

  CAP is an income based program.
  Ms. **** spoke with CAP ***resentative on 5/27/25 and was advised to send in proof income for household to complete the CAP application process. Needs to send 2 most recent pay stubs for Seleena and social security award letter. The *** provided the option to either email or fax documents.
  Ms. **** contacted *********** on 7/21/25 for CAP email, the *** provided and extended a hold on the account until 7/31/25 to complete CAP enrollment.
  Email to *************** or fax #**************
  Once the income documents are received and reviewed, the account can be enrolled in CAP.
  Please contact ************** if any further assistance is needed for enrollment.

  **** ******

  Peoples Gas Customer Relations Specialist

• Initial Complaint

  Date:06/12/2025

  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.

  My gas was supposed to be turned back on 6/12/25 the gas company told me they would give a 15 min call before the tech came never got the call he never knocked I was watching my camera and caught him trying to leave then he come and replaced the meter with put asking me first this was supposed to be for a reconnection, not a replacement of a meter I lost my aunt this Sunday I explained that to them when I called in so all the extra stuff should have never took place

  Business Response

  Date: 06/23/2025

  Gas was disconnected on 06/11/2025 for non-payment. Gas was restored next business day on 06/12/2025. During restoration, Ms. **** meter was upgraded.
  
  Ms. **** meter is located inside the home. In order to restore gas service, the technician would need to close the valve at the gas meter and then turn the gas back on at the curb. Gas is then turned back on inside at the meter. If a technican is unable to gain access to the gas meter,the restoration process would be rescheduled.
  
  Peoples is currently undergoing a program in which all customer meters are going to be replaced to Intelis *************************************************************************** the home.  Meters are being replaced during routine service visits in order to cause minimal disruption. The total process takes approx.20-45minutes which includes routine safety checks once gas is restored.

• Initial Complaint

  Date:05/27/2025

  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.

   I am writing regarding an issue with the billing cycle for my account, which is currently due on the 1st of each month. Due to my payroll schedule, I do not
  receive my bill until after the 1st, then you require me to have it paid by the 2nd, I am requesting specifically the due between the 5th & the 7th of each month. This timing discrepancy has been causing me to incur unnecessary late fees, despite my intention to pay the bill promptly.
  To avoid these repeated late fees and to streamline my ability to pay on time, I respectfully request a change in the due date for my bill. I would greatly appreciate it if the due date could be adjusted to a later time in the month that better aligns with my payroll schedule.
  Please feel free to contact me at my home address, ******************************, should you require any further information or documentation to process this request.
  
  

  Business Response

  Date: 05/28/2025

  Billing cycles are based on a meter read schedule.  Bills are generated once a meter read route is completed.  Ms. ****** and the other customers on this route have the same billing cycle and receive their bills at the same time.   Due dates cannot be changed because they are based on a specific meter read route.  A 6-month late fee exemption has been placed on the customers account as a one-time courtesy.  Ms. ****** is encouraged to apply for the Customer Assistance ********************** which offers late fee exemption while enrolled.  She may apply by calling **************.  

• Initial Complaint

  Date:04/16/2025

  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.

  ************ has decided to charge me twice for my March 2025 gas bill. Once as an ACH debit from my bank account, and then again (for the same amount) on a credit card. Not only that, but I removed this card MONTHS ago from my People's auto-pay. Despite REMOVING it and setting up ******* AGAIN with my bank information, People's CONTINUED charging this card which I had REMOVED. And now, in March, they finally decided they can directly withdraw from my bank, but decided to also keep charging my card. Now I've paid for my March bill twice: once with the correct method, and again with a card that they should no longer even have on file!Not only is this a waste of my time to have to deal with being billed twice, but this is a serious information security concern. Why is People's keeping my card details on file, even after I had removed them? Why are they charging payments to a payment method that should no longer be on file? Why are they now charging me TWICE for the same bill? Was their website coded by *******?

  Business Response

  Date: 04/25/2025

   

  Thank you for the opportunity to respond. 

  Mr. ******** created an E-Account for ************************************** on 7/29/24. On 8/10/24 direct debit payment method was added.
  Customer did not contact anyone at the Company for assistance in this matter.
  I have attached an account statement.
  There is a payment on 3/17/25 for the amount due $150.04. In April, the payment amount on 4/14/25 is $133.24 which is twice the bill amount.
  
  Mr. ******** should contact the Company directly #************,Monday Friday 7:00AM 5:00PM, or a message can be sent through e-account.

  A representative can review the information directly with him to resolve his bank method. 

  Thank you,

  **** ******,

  Peoples Gas, Customer Relations Specialist

• Initial Complaint

  Date:04/08/2025

  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.

  My bill was due Mar.17 on the 18th I call and told the *** I can't pay the full bill he told me just to pay the past due amount which I did $280.05 and I was still on my payment plan. When I got my Apr. bill it showed my payment. On Mar.25 I received a 10 shut off notice demanding $2212.06 When I called again the woman told me to get the total amount down apply for help I did but I am over their guide lines. I am 74 years old on Social Security who sill needs to work Just to try to keep up with the bills

  Business Response

  Date: 04/14/2025

  Account was placed on a payment agreement in October 2024 Budget + $87.05 monthly. Payment plan started in September 2024. Mr. ******* was paying accordingly and missed the payment for the January bill. This caused the monthly payment plan amount to double. Mr. ******* currently owes $614.10 by 04/15/2025 to get the payment plan back on track. 
  
  According to the income information provided to the Company on 04/03/2025, Mr. ******* may be eligible for apply for the Customer Assistance **********************. Mr. ******* has never participated in CAP. *** is an income based payment plan and is the most beneficial plan the company can offer. While enrolled in CAP, Mr. ***** received the benefits of CAP credits, pre-CAP writeoffs and the waiving of late payment charges. 
  
  Mr. ******* is encouraged to contact Peoples ************** to further discuss the benefits of the Customer Assistance **********************. In order to apply for ***, Mr. ******* will also need to drop the natural gas supplier on his account. 

  Customer Answer

  Date: 04/22/2025

  
  
  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:04/03/2025

  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.

  My gas bill for the month of February nearly tripled in price. The bill would creased from $100 to over $300 in two months. The bill more than doubled from December to January. Januarys bill being over $250. I contacted peoples gas to make sure the bill was correct. Peoples sent an inspector to check my meter. They did not inform me they were charging an extra $70+ cents ****** for the service. I do not believe I should be charged anything for the company to recheck their work when a bill triples in price. That is an incredible increase in cost and is a cause for concern. I already pay them for their service to begin with.

  Business Response

  Date: 04/07/2025

  Mr. ******* established service on 2/5/2024.  A usage comparison between the customers current winter usage and the previous account holder shows this property has the capability to use the gas that was billed. Usage is considered inline.   A high bill inspection was scheduled for 2/24/2025.  A tech was sent to the property to investigate both inside and outside of the home.  Mr. ******* was not present as required to provide access, therefore the investigation could not be completed.  The customer may call **************** at ************** to reschedule.  A $75.00 high bill investigation fee will be charged if no issues are found.  

  Customer Answer

  Date: 04/07/2025

  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.
  
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:02/10/2025

  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.

  People Gas charged me excessive late fees for their autopay shutting off which is a blatantly obvious software issue. I never turned it off. I turned it back on four times now after getting charged excessively each time.Their office staff neglects the issue. There was no payment pulled from my account today but autopay is still on. All address and account numbers are correct. I was not given a solution.

  Customer Answer

  Date: 02/10/2025

  See attached.

  Business Response

  Date: 02/12/2025

   

  Thank you for giving us the opportunity to respond.

  I reviewed the account with a *********** Supervisor. There is one autopayment enrollment for customer which was in effect until it was declined in January 2024.
  The supervisor unenrolled the account in e-account on 2/10. Mr. ********** re-enrolled in e-account the same day and made a payment.

  I left a voicemail message for customer on 2/11 and sent an email with this information today 2/12.

  The late payment charges that were on your account have all been credited back. I have attached a statement of account. The current balance is $4.85CR. There is a late payment hold on your account.
  The auto payment concerns are being further investigated and I will get back to Mr. **********  by the end of February at the latest. My direct contact information is provided in the email.

  **** ******
  Compliance Specialist

• Initial Complaint

  Date:02/07/2025

  Type:Customer Service 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.

  People's Gas detected a leak near my property on ***************************************** in June of 2024. Over the course of the next few months, a lot of work was done on and around my property. During that time, they dug a huge hole in my driveway, and filled it with gravel. This gravel did not match my driveway gravel, and left my driveway in a much poorer functional and aesthetic state than before they dug everything out. They also damaged a retaining wall and landscaping near the front of my house. I've since had to contract a landscaping/driveway company get the driveway and retaining wall/landscaping repaired.I've submitted a claim to them via email in November of 2024. They confirmed the submission, gave me a claim number, and I have yet to hear anything back from them. I've emailed them numerous times, and tried calling customer service, but customer service says that the only way to communicate with Claims is via email or fax. Since they're not responding at all, with even an update, I am at a loss.

  Business Response

  Date: 02/19/2025

  I've followed up with our ****************** the claim has been reviewed and approved. Peoples will be issuing Mr. ***** a reimbursement check in the amount of $3,507.00. Please allow 3-6 weeks to recieve the check. If you have any further questions, please contact ***************************************************************.
  
  Thank you,
  
  ******
  Peoples Gas 

  Customer Answer

  Date: 02/19/2025

  
  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,
  
  ****** *****

  Customer Answer

  Date: 04/02/2025

  
  Hi
  
  I know that we marked this resolved, but it has now been 6 weeks and I still have not received the check that People's Gas promised was on the way.  I emailed them and have not heard back.
  
  ******
  

  
  

  Customer Answer

  Date: 04/17/2025

  
  I received the check today, so you can close this now.
  
  

  
  

• Initial Complaint

  Date:10/03/2024

  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 September 23 a contractor contacted 811 to **** utility lines. The gas company refuses to **** my gas line by my house where the contractor needs to dig to replace my waterline. They said they could find it. Its In plain sight where it enters my house. ***** needs done before my temporary waterline freezes

  Business Response

  Date: 10/08/2024

   

  Thank you for the opportunity to respond. 

  A PUC complaint was received on 10/4/24.

  Reviewed account with Operations Manager.
  Peoples received the one call
  notification placed by Ms. Fries on 10/2/24 with a completion due date of
  10/4/24.
  Peoples responded on 10/3/24. The excavator response notes
  emailed to the customer state:
  Peoples Gas does not own the
  house to meter facilities at this location. We did not find any records
  indicating the location of the house to meter pipeline. Please dig prudently.
  Manager reviewed with the line
  locator he stated the homeowner is asking for the buried houseline to be
  marked, which is at least 250 ft. through the woods and down a hillside that is
  not maintained. The area was dug out and a new curb box installed. This is
  referred to as non-jurisdictional pipe.
  Another crew was sent on 10/4 to extend the markings to the
  street. See picture 3.
  Additional site pictures have been attached.
  Peoples has marked the lines appropriately.

  The same response was sent to the PUC.

  Thank you.

  Dawn Vashie
  Compliance Specialist

• Initial Complaint

  Date:09/19/2024

  Type:Service or Repair 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.

  My husband stopped by the house in the middle of the workday on Tuesday to find People's Gas digging in our yard. When my husband approached to ask what is happening, they said that they received an alert that they needed to check the gas lines in our yard. They immediately asked if we have insurance to cover the lines since it will be our responsibility to replace the lines. On Wednesday, they came back and continued digging (once again with no heads up from the company). Midway through the day on Wednesday, the People's employee knocked on the door and informed my husband that we need to call a plumber to replace our gas services lines. We were given no notice that the company would be at our house, digging up our yard. They proceeded to give us no proof of how they received the alert or what is wrong with our gas pipes. We have been given minimal instructions on next steps. They turned off our gas service, with no notice as well. We currently have no gas until the "problem" is fixed, but we don't know what the problem is to fix. Thursday morning, my husband called People's Gas to get more answers. People's said that one of their employees was driving by our house and noticed the smell of gas so he "marked" our yard with paint. After our yard was marked, the company came to dig in our yard. When asked for a report to show all this information, the employee said we would have to go through their legal department, and he cannot answer the questions we asked. We still have no guidance on what happened, why it happened, and what we are supposed to do (besides call a plumber). They did make sure to tell us it is our responsibility. They never informed us that they would be digging in our yard. And they proceeded to avoid answering questions (referred us to their legal department). Our homeowner's insurance company has denied a claim to help as we could only give them minimal details.

  Business Response

  Date: 09/24/2024

   

  Good Afternoon!

  Thank you for the opportunity to respond.

  An Operations Manager reviewed the account.

  On August 14 during scheduled compliance Service Line Leak Survey a People’s Leak Detection Inspector found a Grade 2 Leak at *** ****** ***** *** while conducting a SLLS. He plotted the leak in our system. On September 17th an O&M crew arrived at the address to investigate/repair the leak. At this time our Fitter Leader spoke with a man at the residence and told him that there was a leak in the area and that it could not be determined what the cause was until more investigation and possible digging. Shortly after the crew got moved to an emergency call and left for the day. The next morning 9/18/24 the crew arrived back at the residence and continued their work. After pinpointing, they dug the curb stop and found gas migrating from towards the house. At this time there was no one home, so the crew disconnected service and put a 90 PSI test on the curb to meter (customer owned) service line, the line did not pass the test. A door card was filled out stating this information and a call was made to the Operations Center letting them know that the line was failed. While backfilling the man they spoke with the day before came back home and the crew explained all of this information to him.
  
  At this time- The service to *** ****** ***** *** remains off until they can have a qualified plumber send in an SIR for their curb to meter service line. 
  
  A restoration slip has been put in. Our contractor will restore the area to the same condition as before the work was completed.

  Operations Supervisor contacted customer on 9/24/24 to address all her concerns.

  Thank you,

  Dawn V*****
  Compliance Specialist, Peoples Gas
  
  
  

   

  Customer Answer

  Date: 09/24/2024

  
  
  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 also had a Peoples representative call me today and explain everything that was not explained prior. We are not gas line experts and need things communicated to us in lay-mens terms (as does most other customers). This conversation helped clear up a lot of confusion. 
  
  
  
  Regards,
  
  
  
  ***** *****