Complaints

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

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  Columbia Gas of Virginia, Inc.

  Chester, VA 23836-2400

  
• 

  Columbia Gas of Virginia

  107 S. Coalter St. Staunton, VA 24401

• 

  Columbia Gas of Virginia

  1500 Rutherford St Lynchburg, VA 24501-3825

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:06/18/2025

  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.

  Moving into the house, first time Virginia home owners, we had no idea the way Gas companies worked, we only did Electricity, it was never explained to us we needed gas for hot water. Regardless, a day or 2 passed after owning the home no hot water, and we found out Columbia Gas needed to get paid, so we got on the phone to pay them, but they would not come out for a few days, since it was a holiday and a weekend, s**** us, who cares about us, with children, they certainly did not.Whatever, years pass. Yesterday we had a guy come to the house, I answered on Ring, and he said he was going to look at our line, didn't need to access the house, just be outside, cool. Left a door tag, I grabbed it when I got home, it was blank, no checks. This morning I go to take a shower and no hot water, I go back to the door tag, he checked in the lightest possible pencil shaving that they needed to relight out appliances and turn meter on (you had to squint to see it) so now after fighting for 30 minutes with them on the phone, they will be here today at 4:30, so we have to take time off of work, they couldn't plan with us ahead of time, to baby sit with them where we could have arranged something if they decided to work with us like adults. It ***** being held hostage by the only utility company. This is why we need competition, and competition fosters growth in economy, more jobs, etc, and helps get rid of s***** practices where they can do what they want, because they can without remorse.

  

  Business Response

  Date: 07/03/2025

  July 3, 2025
  

  ******* *****
  Better Business Bureau Serving Central Virginia
  **************************************************
  

  Re:
  Complaint of ******* ********
  BBB Compliant ID No. ********
  ********************** *******, **
  

  Dear *** *****:
  

  On behalf of Columbia Gas of Virginia, Inc. (Columbia Gas or Company), I am responding to your most recent letter with Complaint ID number ******** regarding the complaint of ******* ********.
  

  In his complaint, the customer states, Moving into the house, first time Virginia homeowners, we had no idea the way Gas companies worked, we only did Electricity, it was never explained to us we needed gas for hot water. Regardless, a day or 2 passed after owning the home no hot water, and we found out Columbia Gas needed to get paid, so we got on the phone to pay them, but they would not come out for a few days, since it was a holiday and a weekend, s**** us, who cares about us, with children, they certainly did not. Whatever, years pass. Yesterday we had a guy come to the house, I answered on Ring, and he said he was going to look at our line, didn't need to access the house, just be outside, cool. Left a door tag, I grabbed it when I got home, it was blank, no checks. This morning I go to take a shower and no hot water, I go back to the door tag, he checked in the lightest possible pencil shaving that they needed to relight out appliances and turn meter on (you had to squint to see it) so now after fighting for 30 minutes with them on the phone, they will be here today at 4:30, so we have to take time off of work, they couldn't plan with us ahead of time, to baby sit with them where we could have arranged something if they decided to work with us like adults. It ***** being held hostage by the only utility company. This is why we need competition, and competition fosters growth in economy, more jobs, etc, and helps get rid of s***** practices where they can do what they want, because they can without remorse.
  

  On June 17, 2025, Columbia Gas dispatched a technician to perform necessary corrective work on a previously identified issue with a gas riser. The contractor successfully replaced the natural gas equipment and adjusted it to meet the appropriate specifications. Columbia Gas confirmed communication between the technician and customer via the customers Ring camera system.
  

  During this interaction, the technician provided a comprehensive explanation of the work to be completed, informing the customer of the temporary disruption to the natural gas service and outlined the procedure for scheduling a technician to relight appliances upon the customers return. Upon completion of the work, a door tag was left at the premises with instructions for the customer to contact ******************** Gas to arrange for a technician to restore the gas service and relight all appliances. Interior access was noted as necessary to complete safety inspections and verify the proper operation of all gas appliances.
  

  The customer contacted ******************** Gas on June 18, 2025, and scheduled to have the gas services restored. Later that day, a company technician arrived at the property, performed all safety checks, and restored the gas appliances.
  

  Should you have any further questions regarding this matter, please contact me at ************.
  

  Sincerely,
  

  ********* ******
  Communications Manager
  Columbia Gas of Virginia

• Initial Complaint

  Date:06/05/2025

  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.

  I have been with this company for over 40 years, & have maintained amazing bill pay with them for all those years up until this year when I lost my job due to medical issues. Unfortunately, I got behind in ************** got increasingly harder to get caught up with rising prices on everything! In April I got a cut off notice so I called & explained my situation to a lady that seemed understanding & promised theyed work with me given my circumstances. I told her Id pay in installments to catch up just please dont cut it off as I didnt have the funds to pay the fee to have it turned back on she agreed! That conversation was on May 12th. However, on May 13th, I had a stroke & was hospitalized for several days. I live alone with no help so things are tough all the time! I admit for a bit I forgot about the bill but on the 19th I made a payment of $120 & another $95 shortly thereafter. So you can imagine my surprise when on June 5 I find my gas has been turned off!!No bill, no termination notice, nothing!!! Ive not received anything since the end of April!! So I called & the first ****** I spoke to was a guy that was strictly all about the money! I truly dont think he cared one bit about my ************* have to admit he made me very unhappy & I let him know it!!The Second **** wanted to add another $148 on top of the $328 to cut the gas back on but not for another 6 days!! Keep in mind I just got out of the hospital & will not have access to hot water or any way to cook hot food!This place is bad business!!

  

  Business Response

  Date: 06/18/2025

  June 18, 2025
  

  ******* *****
  Better Business Bureau Serving Central Virginia
  **************************************************
  

  Re:
  Complaint of ****** *******
  BBB Compliant ID No. ********
  ********************** *******, **
  

  Dear *** *****:
  

  On behalf of Columbia Gas of Virginia, Inc. (Columbia Gas or Company), I am responding to your most recent letter with Complaint ID number ******** regarding the complaint of ****** *******.
  

  In her complaint, the customer states, I have been with this company for over 40 years, and have maintained amazing bill pay with them for all those years up until this year when I lost my job due to medical issues. Unfortunately, I got behind in Feb/March and it got increasingly harder to get caught up with rising prices on everything! In ***** I got a cut off notice, so I called and explained my situation to a lady that seemed understanding and promised theyd work with me given my circumstances. I told her Id pay in installments to catch up just please dont cut it off as I didnt have the funds to pay the fee to have it turned back on, she agreed! That conversation was on May 12th. However, on May 13th, I had a stroke and was hospitalized for several days. I live alone with no help, so things are tough all the time! I admit for a bit I forgot about the bill but on the 19th, I made a payment of $120 and another $95 shortly thereafter. So, you can imagine my surprise when on June 5 I find my gas has been turned off!! No bill, no termination notice, nothing!!! Ive not received anything since the end of *****!! So, I called and the first ****** I spoke to was a guy that was strictly all about the money! I truly dont think he cared one bit about my situation and I have to admit he made me very unhappy and I let him know it!! The Second **** wanted to add another $148 on top of the $328 to cut the gas back on but not for another 6 days!! Keep in mind I just got out of the hospital and will not have access to hot water or any way to cook hot food!
  

  Our records indicate that this year the customer has missed payments in February, March, and *****. On March 10, 2025, a friendly reminder was printed on the customers bill reminding her of the delinquency. The bill also advised that if she was struggling to pay her bill she should contact the ***************************** or visit the Companys website for information regarding payment assistance. An email was sent to the customer on March 14, 2025 containing the same information. Following her next missed payment, on ***** 8, 2025, the same reminder was printed on the customers bill and she received information on how to obtain payment assistance via email on ***** 14, 2025.
  

  On May 8, 2025, a termination notice was issued on the customers bill. The May bill contained the same messaging she had received in March and ***** regarding payment assistance. On May 12, 2025, the customer contacted the Company regarding her past due account and advised she would be making a payment that day. The Company received a payment from the customer on May 19, 2025. However, this payment was less than the customers total arrearage and her gas service was subsequently terminated. On June 5, 2025, the customer made a payment of $328 to restore the gas service.
  

  Following receipt of the customers ********************** complaint, a member of our team spoke with the customer regarding her claim that she has not received anything from Columbia Gas since the end of ***** and encouraged her to contact the post office as we do not have a record of any returned mail. We also informed the customer that someone would be following up with her to see if she qualifies for any programs that may assist with her paying her gas bills.

  Additionally, because the customer has been a long-time customer and her account was in good standing until this year, we have waived the customers reconnect fee and security deposit and have applied those payments as a credit on her account. The customer has expressed that she is satisfied and grateful for the way we resolved her complaint.
  

  Should you any further questions regarding this matter, please contact me at ************.
  

  Sincerely,
  

  ********* ******
  Communications Manager, Columbia Gas of Virginia

• Initial Complaint

  Date:05/01/2025

  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.

  I own two lots beside the ninth fairway at the ******************** in ******, Virginia. These lots have an assessed value of $100,000. I found out a few weeks ago that there is a gas line under this property. I also found out that Columbia Gas has no easement for this gas line location. Your lawyer ******, **************** sent my lawyer ****** ****** a request for an easement. This was denied because the gas line prevents construction on my property. Because you never received an easement from me, the gaseline should be relocated. My name is ******* ********. I am 84 years old. The lots are 9 & 10 and my duplex in on lot 11. I will probably be moving to assisted living. I bought this property in 1995 for a good investment. Please advise!

  

  Business Response

  Date: 05/12/2025

  May 12, 2025

  ******* *****
  Better Business Bureau Serving Central Virginia
  **************************************************

  Re:
  

  Complaint of *******************************
  BBB Compliant ID No. ********
  ********************** *******, **
  

  Dear *** *****:
  

  On behalf of Columbia Gas of Virginia, Inc. (Columbia Gas), I am responding to your letter with Complaint ID number ******** regarding the complaint of ******* ********.
  

  In the complaint, the customer states I own two lots beside the ninth fairway at the ******************** in ******, Virginia. These lots have an assessed value of $100,000. I found out a few weeks ago that there is a gas line under this property. I also found out that Columbia Gas has no easement for this gas line location. Your lawyer ******, ***** & ******** sent my lawyer ****** ****** a request for an easement. This was denied because the gas line prevents construction on my property. Because you never received an easement from me, the gas line should be relocated. My name is ******* ********. I am 84 years old. The lots are 9 & 10 and my duplex is on lot 11. I will probably be moving to assisted living. I bought this property in 1995 for a good investment. Please advise!
  

  Columbia Gas of Virginia has added our legal team to the conversation about the customers complaint and would like to coordinate with Mr. ********* attorney, if he could provide the contact information for the attorney.
  

  Should you have any further questions regarding this matter, please contact me at ************.
  

  Sincerely,
  

  ********* ******
  Communications Manager
  Columbia Gas of Virginia

  Customer Answer

  Date: 05/20/2025

  My lawyer, unfortunately passed away. Until a few weeks ago, I had no idea there was a gas line under my lots. I found letters indicating that the gas company did not get an easement for the line. Years latter they tried, but a 10ft easement would prevent construction on my lots. Columbia Gas will not answer or return my calls. I received an email from their lawyers that they would look into it, but so far

  I've heard nothing.

  

  Business Response

  Date: 05/23/2025

  May 23, 2025
  

  ******* *****
  Better Business Bureau Serving Central Virginia
  **************************************************
  

  Re:
  

  Complaint of *******************************
  BBB Compliant ID No. ********
  ********************** *******, **
  

  Dear *** *****:
  

  On behalf of Columbia Gas of Virginia, Inc. (Columbia Gas), I am responding to your most recent letter with Complaint ID number ******** regarding the complaint of ******* ********.
  

  In the response to our May 12 letter, the customer states My lawyer, unfortunately passed away. Until a few weeks ago, I had no idea there was a gas line under my lots. I found letters indicating that the gas company did not get an easement for the line. Years latter they tried, but a 10ft easement would prevent construction on my lots. Columbia Gas will not answer or return my calls. I received an email from their lawyers that they would look into it, but so far I've heard nothing.
  

  Columbia Gas of Virginia is working with our Counsel, ********* ******* of McQuireWoods, who sent a letter to Mr. ******** addressing his concerns.
  

  Should Mr. ******** have any further questions regarding this matter, please have him contact *** ******* at *****************************************.
  

  Sincerely,
  ********* ******
  Communications Manager
  Columbia Gas of Virginia

• Initial Complaint

  Date:03/29/2025

  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.

  Columbia Gas relocated my gas meter - removed it from the side yard where it was nicely hidden, and planted it right on the front of my home where it's an eye sore..

  Customer Answer

  Date: 04/18/2025

  Good afternoon,
  
   
  
  Thank you for the attached letter.
  
   
  
  Columbia Gas has not contacted me.
  
   
  
  Please advise and thank you!

  

  Business Response

  Date: 04/24/2025

  April 24, 2025
  ******* *****
  Better Business Bureau Serving Central Virginia
  **************************************************

  
  Re:
  Complaint of ******* *******
  BBB Compliant ID No. ********
  ********************** *******, **
  Dear *** *****:
  

  On behalf of Columbia Gas of Virginia, Inc. (Columbia Gas or Company), I am responding to your letter with Complaint ID number ******** regarding the complaint of ******* *******.
  

  In the complaint, the customer states ******************** Gas relocated my gas meter - removed it from the side yard where it was nicely hidden and planted it right on the front of my home where it's an eye sore. I'd like Columbia Gas to relocate the gas meter back to its original location. There was no need to relocate the meter in the first place. The meter had been in that same location for 33 years, and there was never any issues. If the meter, itself, was old, why didn't they simply replace the old meter, and allow the meter location to be unchanged.
  

  Columbia Gas became aware that an exterior staircase on the customers property was constructed over the **************** line. This scenario is called an encroachment and interferes with our access to facilities. In order to provide safe and reliable service, the Company must be able to easily access its facilities. Therefore, in accordance with our gas safety standards on file with the Virginia ****************************, Columbia Gas relocated the service line so it was no longer obstructed which required moving the meter to the front of the home.

  The Company provided the customer with a recommendation that if he desired to install a barrier, such as a ****, as long as it was positioned more than a foot away from the meter, he could do so to alleviate the ***************** associated with having the meter on the front of his home. Due to the safety concerns associated with the encroachment, Columbia Gas is not able to relocate the meter back to its original position behind the home.
  

  Should you have any further questions regarding this matter, please contact me at ************.
  

  Sincerely,
  

  ********* ******
  

  Communications Manager
  Columbia Gas of Virginia

• Initial Complaint

  Date:03/01/2025

  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.

  Columbia Gas emergency tech could not fix a "micro" leak inside my house and said a plumber could fix the problem; I called a top plumbing company in ********* and they stated that no on-call plumber could fix such a problem on the weekend [no plumbing supply houses open]. Monday is the earliest they can arrive. The Columbia Gas tech locked the gas valve to "off". The plumbers will have, therefore, to do an air pressure test to find the micro leak. This is a whole another ball of wax. Columbia Gas leans too heavily on the "plumber fix" solution; the plumbers say that they cannot always fix gas leaks. I am caught in the middle. I am 74 years old. I have no heat or hot water; I will not have these for many days. And, my house goes up for sale Monday.

  

  Business Response

  Date: 03/18/2025

  March 18, 2025
  ******* *****
  Better Business Bureau Serving Central Virginia *******************
  Suite 100
  ********************
  Re:
  ***** *****
  *********************
  ********************************* 20186
  BBB Compliant ID No. ********
  
  Dear *** *****:
  

  On behalf of Columbia Gas of Virginia, Inc. (Columbia Gas or Company), I am responding to your 
  letter with Complaint ID number ******** regarding the complaint of ***** ***** **** *****).
  
  On February 28, 2025, Mr. ***** contacted the Company to report an odor of gas outside near his 
  meter. An emergency order was scheduled and a Columbia Gas technician arrived at the property 
  shortly after the report. The technician completed all safety checks and identified that the odor 
  was coming from the relieving regulator. To make the property safe the technician immediately shut 
  off the gas and scheduled to have the regulator repairs made on the same day.

  The service technician replaced the regulator and attempted to restore natural gas service to the 
  property, however, a leak was identified on the customer-owned natural gas line for the house. The 
  service technician was not able to isolate the leak and advised the customer to contact a qualified 
  contractor to repair the customer-owned line and notify ******************** Gas once repairs were completed so 
  natural gas service could be restored.

  Later on February 28, Mr. ***** contacted Columbia Gas regarding natural gas service being shut off 
  due to a house line leak. The Company confirmed the leak and advised that since this is a 
  customer-owned house line, repairs are Mr. ****** to complete. Please note that once a leak is 
  discovered on the customers side of the meter, the customer is responsible for the expense of 
  making any necessary repairs. See Columbia Gas of Virginia Tariff at Sheet No. 412, Section 2.4?. 

  On March 3, Mr. ***** informed Columbia Gas that his house line was repaired by a plumber. A few 
  hours later, a Columbia Gas technician performed a safety check to verify that all necessary 
  repairs were completed and restored service.
  

  Should you have any further questions regarding this matter, please contact me at ************.
  

  Sincerely,

  ********* ******
  Communications Manager
  Columbia Gas of Virginia
  

  i
  Columbia Gas of Virginia's Tariff is publicly available at:
  *************************************************************************************************************************"
  

  
  

• Initial Complaint

  Date:03/29/2024

  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.

  I am having trouble with Columbia Gas of Virginia and wanted to give you an opportunity to respond. I send in a return to owner (RTO) agreement (which they only accept via mail) which was "lost". I sent in a second one via certified mail, which they signed for. I waited the requisite 45 days, apparently their processing team is not a priority at the company. Yet the second RTC agreement "cannot be found" Multiple calls to customer service (because no one can give me a direct number to the department and they "don't have emails" gets me no where, no return calls and no resolution. I have several properties I am trying to tie to one agreement but am at a loss to how to proceed with their atrocious customer service. Do they have a CEO or VP of customer relations you could give me the information for. A name and direct line! Thank you

  

  Business Response

  Date: 04/12/2024

  April 12, 2024
  

  *********************
  Better Business Bureau Serving Central Virginia
  *****************************************************************************
  

  In regard to:
  ***************************
  BBB Compliant ID No. ********
  

  Dear ****************:
  

  On behalf of Columbia Gas of Virginia, Inc. (Columbia Gas), *************** to your letter with Complaint ID number ******** regarding the complaint of ***************************.
  

  In his complaint, ****************** outlined efforts related to this goal: I have several properties I am trying to tie to one [property owner] agreement but am at a loss to how to proceed. The complaint cites issues with two lost agreements that the customer claims he sent to ******************** Gas via **** and certified mail, as well as a lack of response to phone calls to customer service.
  

  We have succeeded in making contact ****************** and are happy to share that we have spoken with him and that the Property Owner Agreement request has been completed. We thank him for bringing this situation to our attention and will continue to work on enhancing our processes to ensure a seamless and straightforward experience for our valued customers.
  

  Should you have any further questions regarding this matter, please contact me at ************.
  

  Sincerely,
  

  *******************************
  Communications Manager
  Columbia Gas of Virginia

• Initial Complaint

  Date:12/22/2023

  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.

  They randomly stopped at our home and went down our yard without any notification and I was home. Asked what are you doing and he said Im checking a gas leak. We didnt report any leak. He sprayed the pipes and no leak was found but had our gas cut off. We had to pay $350 to have a plumber replace a pipe that had some rust but no leaks. They said they would come back as soon as it was fixed. They didnt. We had to call and they said we will not be coming back tonight. They sent someone at ****pm but they did not get out to knock or ring bell as we have it on camera. Called the 3rd time at 9:15am the following day and was told we will send someone. 5 hours later still nothing. No gas heat no hot water. My wife called and was treated very rudely. We have never missed a payment, no issues and this treatment is completely unacceptable.

  

  Business Response

  Date: 01/02/2024

  January 2, ****
  
  *************************
  Better Business Bureau Serving Central Virginia
  100 ***************
  Suite 100<************************************
  
  In regard to:
  
  *************************
  *********************************************
  ************, ** 23832
  
  Customer Account # ************
  ******************** Compliant ID No. ********
  
  Dear ********************:
  

  On behalf of Columbia Gas of Virginia, Inc. (Columbia Gas or Company), *************** to your letter with Complaint ID number ******** regarding the complaint of **************************
  
  At 1:24 p.m. on December 21, 2023, a Columbia Gas leak inspector arrived on-site at the complainants address to perform a routine, 12-month leak inspection. After detecting gas on the piping where the pipe enters the customers home, the leak inspector called in a Priority Order (Order).
  
  At 1:29 p.m., a Columbia Gas technician responded to the Order and found a leak on the gas line going into the crawlspace of the customers home. Accordingly, the technician shut off the gas at the meter and capped the line.
  
  Approximately a half hour later, the customer contacted ******************** Gas and reported that a random person was walking on his property and was then joined by two other people, who shut off his gas. The customer was upset that his gas service was shut off as he watched the technicians do the soap test, which revealed nothing. However, the technicians instruments showed there was a leak on the gas line.
  
  At 10:15 p.m., the customer contacted ******************** Gas for the service line inspection.The company technician initially showed up at 10:56 p.m. but was pulled for an emergency. When the technician returned at 11:03 p.m. the house was dark and there was no answer when he knocked on the door. The technician noted on the order customer is asleep, house is dark inside.
  
  On the morning of December 22, 2023, the customer contacted ******************** Gas regarding restoration of his gas service. **************** accidentally scheduled the service line inspection for December 22, ****, but the error was caught and rescheduled for December 23, 2023.
  

  On December 23, 2023, a representative from Columbia Gas arrived on-site at 9:51 a.m. and drop tested the fuel line and performed all other safety checks. The customers gas service was restored at 10:37 a.m.
  
  Since receiving the customers complaint, Columbia Gas has twice attempted to contact the customer, leaving contact information and information on hours of operation.
  
  Additionally,in his complaint the customer stated a disputed amount of $350.00 for plumber costs to replace the leaking piping. Please note that once a leak is discovered on the customers side of the meter, the customer is responsible for the expense of making any necessary repairs. See Columbia Gas of Virginia Tariff at Sheet No. 412, Section 2.4.
  
  Should you have any further questions regarding this matter, please contact me at ************.
  
  Sincerely,

  
  *******************************
  Communications Manager
  Columbia Gas of Virginia
  

  
  

• Initial Complaint

  Date:11/06/2023

  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.

  I called Columbia Gas of Virginia and disputed my bill and told them I would pay them on Friday and they said my bill was correct and I owed $231.88 and then they turned my gas off on Thursday which of course I didnt know until I got home and they were closed. I paid my bill immediately for the amount they said and then the next day I had a credit of $67.72 which is what I told them originally. Once I finally got someone on the phone they said they couldnt turn my gas back on until the next Tuesday, that many days without hot water and children is insane. They then told me they could come today but I would have to an extreme extra fee which I had to pay. They came out and now when it was time to turn my heat on there was an emergency switch flipped because they turned my gas off and I had to pay an HVAC technician to come out. This has literally become robbery how they treat people and its only because we have no other choice for gas.

  

  Business Response

  Date: 11/15/2023

  *******************************, Communications Manager for Columbia Gas of Virginia

  

  Business Response

  Date: 11/15/2023

  In regard to:

   

  *********************

  6454 Richwood TL

  *******, **  23120-1834

   

  Customer Account #************  

  BBB Compliant ID No. ********

   

    Dear ****************:

  On behalf of Columbia Gas of Virginia, Inc. (Columbia Gas), ********************************************************************************************************* to your letter with Complaint ID number ******** regarding the complaint of **********************

   

  On Aug. 21, 2023, Columbia Gas of Virginia issued a bill with a termination notice to ********************* for the budget plan arrears of $231.88. The termination date on the notice was on or after Sept. 1, 2023.

   

  ************ states that she contacted Columbia Gas of Virginia to advise she would pay the bill on a Friday, and that the company turned the gas off on a Thursday. However, Columbia Gas has no record of the customer contacting us regarding the termination notice, and gas service was terminated on Tuesday, Sept. 19, 2023. After the gas service was shut off, Columbia Gas posted a payment of $184.00, leaving a credit to the customer of $67.72.

   

  On Sept. 20, 2023, the customer contacted ********************** requesting information about costs/fees to restore gas service. Columbia Gas provided that information and the customer made payment. Additionally, the customer requested that gas service be turned on the same day, which, in general, incurs a priority fee of $114. The customers service was restored on Sept. 20, and the customer was placed back on the budget plan of $100 per month.

   

  The customer is now current on the budget plan and has one additional security deposit installment, which will be billed on the next bill. Additionally, Columbia Gas of Virginia records indicate the customer was never actually billed for the $114 priority fee.

   

  As for any potential issues with an emergency switch, when the Columbia Gas of Virginia service technician was at the customers residence to connect the gas service on Sept. 20, the technician tested the companys service line and the customers house line and no leaks were detected. The technician then relit the gas appliances and performed a safety check on each one. As per the Columbia Gas of Virginia normal connect process, the technician would not have turned off any emergency switch when relighting an appliance.

   

  Should you have any further questions regarding this matter, please contact me at ************.

   

  Sincerely,

  *******************************

  Communications Manager

  Columbia Gas of Virginia

• Initial Complaint

  Date:04/28/2023

  Type:Order 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.

  Columbia Gas of Virginia has claimed our gas meter has stopped working for two years in a row and approximately around the same time each year. This issue first occurred last year around this time. The company replaced the meter and charged me the previous years costs in gas to make up for the time the meter stopped reading. This is when we had the 3 day snowstorm. We learned our ****** and cut back significantly on that. We did not dispute and paid for additional costs of about $600. This year the same issue has occurred on a supposed brand new meter installed by Columbia Gas. The meter is less than a year old. Columbia Gas, again, sent a technician out to replace the meter and just billed me $1600 for the difference in pay. Claiming the meter stopped working in December, when in fact it appears to have stopped working in January. They determine the cost we owe to be based off house size and weather date. We have attempted to call a supervisor and did not hear back. Also, when the technician checked the gas in the home he left the fireplace burner on, sloppy. We are not agreeing to pay for this costly issue from the gas company considering it is now a yearly event specifically when gas prices are at peak due to the winter weather. We paid last year when this happened and took the hit of being overcharged knowing that we cut back on gas usage. We are wanting Columbia Gas to absorb the loss and ensure their meters are operational at all times going forward and send quality technicians to manage equipment and checking appliances are properly turned off after performing their test.

  

  Business Response

  Date: 06/29/2023

  Please see attached response

• Initial Complaint

  Date:01/31/2023

  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.

  Columbia gas is our current gas provider and I received a bill from 12/30/2022 that states I owe $794.42. I contacted Columbia Gas to inquire why my bill was so high this month. I explained that since 2020 I have always gotten bills that range between $100 to $280 in the winter. Rep*1 asked me a few questions which led to can you go to your back yard and read the meter. Which I did during the conversation I advised her it smelled like gas. Columbia gas rep advised me to exit the home and wait for a tech. Tech arrived, and confirmed there was a leak and fixed it. I called Columbia gas to inquire how adjustments would work given there was a leak. 1st rep stated we will call you back Wednesday Jan 11,23. Waited no call. Called back Friday to follow up. Rep 2 stated she was going to put a ticket and should wait. Called after Jan 20th to advise that my bill is due soon and wanted to check updates rep 3 stated they are waiting on the meter results for month of Jan to make updates. I advised them that I did not want to miss the due date due to the leak and I would make a payment based on Last Dec 2021 statement. Rep agreed that this would be ideal. Yesterday I received a termination of my gasoline because I failed to pay the difference. I called today 1/31/23 to follow up on adjustment due to leak. Per Columbia gas rep *** he advised I could reach out to emergency assistance or churches for assistance. Advised rep ** this was a leak issue and that I was told to call back for corrections once my bill was meter was read again. Rep * 4 stated that he would check again but this type of leak isnt something that Columbia has adjust off. If this type of leak didnt make a difference why is it that Jan 2023 bill is $264.89 after the leak being fixed. Nothing has changed thermostat and HVAC are the same .I am requesting that BBB assist me with Acct * **************** 7 as I have never gotten a $794.42 in the past and as soon as the leak is fix my account goes back to normal?

  

  Business Response

  Date: 03/10/2023

  ******** with the company called in and stated that this has been resolved directly with the customer.  

  Customer Answer

  Date: 03/10/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Columbia gas never reached out with any offer or settled anything. They sent me a letter termination to cut off or services if I didnt pay. I had to pay to ensure my family did not freeze during with the cold weather. I ask that I be refunded for the overpayment. 
  
  Regards,
  
  *****************
  
  
  
  
  

  

  Business Response

  Date: 06/16/2023

  Please see attached response