ComplaintsforPiedmont Natural Gas Co., Inc.
Natural Gas Companies
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Complaint Details
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Initial Complaint
08/24/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
We had a major gas leak at our home and called Piedmont for service. They were able to identify the source of the leak and shut off the gas. Since we were moving out in a couple months, we asked the technician to shut off the gas. We asked whether any further action was necessary to shut off the service completely and was told, "no further action needed." However, in the ensuing 2 months we were billed a service fee of ~$14/month, even though our gas had been shut off. We called the first month with no resolution, but was promised a callback. The promised callback never happened and we were charged a fee for another month. In order to stop this predatory fee collection, we paid the balance and had the service shut off. We would like the fees refunded, as we were given poor information from a Piedmont technician initially, then their service/call centers failed to follow-up as promised, causing even more fees.Business response
08/31/2022
Business Response /* (1000, 5, 2022/08/25) */ I apologize for the frustration with this billing, I am in process of correcting and getting a refund sent.Initial Complaint
05/22/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We have an account with Piedmont Gas for gas supplied to our home. On May 16, 2022 a Piedmont employee showed up at our house unannounced and said he was there to paint the gas meter. He proceeded to do so and left. After he left we discovered a large pool of paint he had spilled in the driveway. There is no way this employee could have spilled this paint and not known about it because it was such a large quantity. Yet, he drove off without attempting to clean up his mess. I called Piedmont on the listed number and spoke to its representative who assured me 5 days ago that she would call it in to get someone back to our house to clean up the mess. No one showed up and the paint was so thick it wouldn't dry. It was also located where we drive our cars which caused the paint to be spread around the driveway by the cars' tires. Today we just spent around 2 1/2 hours scaping and then pressure washing the driveway to try to get the paint off. We still could not get it off entirely. Not a fun way to spend a Sunday morning.Business response
06/09/2022
Business Response /* (1000, 8, 2022/06/03) */ This customer was contacted by our Field Customer Service Supervisor and clean up is being scheduled.Initial Complaint
05/20/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Piedmont gas disconnected my gas ; days before the due date, I payed ****** to reconnect & they told me now I had to pay an additional *** +to reconnect I payed it , they then have yet to reconnect my gas it's been 5 days and regenerate I called they said it wasent scheduled even tho the gas guy said he would be here the next day , that they can't schedule to come out until Monday which would mean I would be without hot water for a total of 9 days . Something needs to be done about Piedmont's billing and poor service they KNW there aren't any other gas company to service this area an they do an charge what they want to customers, I'm ready to move JYST to not have to deal with Piedmont gasBusiness response
05/31/2022
Business Response /* (1000, 5, 2022/05/23) */ This customer was disconnected for non pay on 5/16/22. The total due was not paid until 5/20/22 and at that time the turn on order was scheduled for 5/23/22. The service order was worked this morning.Initial Complaint
03/24/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have been a longtime customer of Piedmont NG, over **yrs. I moved 7 months ago and started service at my new address. It was at that time I learned I had a credit on my account and I would receive a check in the amount of $****** from Piedmont NG. The check has been issued 5 times and I have not received it, nor has the checks been cashed. I have not had any issues receiving my mail at my new address, even mail that has been forwarded to me. I am very frustrated as no one can do anything to help me. I am told the exact same thing every time I call, "We will do an adjustment and reissue the check, we do not work in the accounts department and all we can do is submit to reissue the check. I have spoken with supervisors and the same message is relayed to me. They even told me they would send it certified (3/14/22 )and I will have to sign for it, I still have not received anything. The supervisor today told me they do not send certified mail. I pay my bill, I should receive my refund. I am very frustrated and this is just not right. If the customer service reps were in my shoes they would want what is due to them.Business response
03/31/2022
Business Response /* (1000, 5, 2022/03/25) */ I have spoken with this customer and she is satisfied with our resolution. thank you.Initial Complaint
11/03/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I just bought a house in White House, **. I moved from Hendersonville, and our gas was just shut off without notification. I was at work all day and someone came By and left a note on the door, by the time I was home from work my gas was turned off. I called and they cannot have someone out to turn my gas on for an entire week. I will not have heat in my house during the coldest week of the year so far. I was never notified of service being shut off prior to this.Business response
11/12/2021
Business Response /* (1000, 10, 2021/11/05) */ This customer was turned on 11/4/21. Three letters mailed to premise before disconnected. Responded to customer at that time.Initial Complaint
09/22/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I moved from 1020 Blairfield Drive XXXXX, 2 months ago. So I go on the website and put in to have the service turned off in my name. The website advises me to leave the meter on as a courtesy to the new owner. I say fine it should be no problem? Wrong! I get a bill for almost $***. I call and they tell me they have no record of me moving. I said well turn the meter off if the new owner has not stepped up because again : I don't live there. Now I had a payment plan. Under my estimation I owed $*** but instead I was told I owed more like $*** although I paid them a lump sum of $****** on July 16,2021. I made sure I paid this before I moved out. I checked and it stated no balance. Then I get a bill for $*** and change, now I get a bill for October for $** and change! What the **** is going on. I wrote a letter , I called and they still don't seem to understand I do not live there anymore?! If the new owner has not stepped up while he is working the home, I will forward his address.Business response
09/30/2021
Business Response /* (1000, 5, 2021/09/23) */ Per our research, this home was sold in June. We do not have any record of a request to stop service, however, because of the research we are in process of reversing the billing back to the 6/17/21 date. This customer will receive revised bills and any refund at their new address. thank you.Initial Complaint
09/22/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I just feel after explaining my situation with piedmont gas I thought I got a extension on my bill and I didn't I was told my gas was disconnected yesterday and I tried to get help on I tried to see if they would work with me on getting it back it seems like they don't really care to work with me on it and I have kids.Business response
09/30/2021
Business Response /* (1000, 5, 2021/09/24) */ Piedmont Natural Gas followed all ***** ******** Utility Commission Rules before disconnection for non-payment occurred at the service address. The consumers Piedmont Natural Gas account has been notated with an offer that reduces the amount needed to reconnect service. Several attempts have been made to reach the consumer via phone to discuss the new requirements to reconnect.Initial Complaint
07/06/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I moved out from ******************************. On May 1 and I filled out moving out form for my piedmont natural gas and **** ******* However piedmont are sending me bill until July 2. They told me I should have received an email but I didn't get one and I assume they will terminate it. So I asked the to pay me back for mon ey I paid while I move out but refused. I definitely filled the form but they might have issues with their system.Business response
07/14/2021
Business Response /* (1000, 5, 2021/07/08) */ I am unable to locate a request to stop service for May 1. As a goodwill gesture, I have backed out the bills to that date. A refund will be mailed to your new address. I apologize for the mis-communication. Thank you. Consumer Response /* (2000, 7, 2021/07/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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Customer Complaints Summary
71 total complaints in the last 3 years.
34 complaints closed in the last 12 months.