ComplaintsforColumbia Gas of Ohio

• Initial Complaint

  11/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Cannot log into ANY Columbia Gas Of Ohio websites. This has been an ongoing problem for some time. Not only for information concerning my account, it's an issue making payments. Columbia wants you to move away from paper notices, yet you cannot access their website for any kind of control over your account. This is ridiculous!! Mom & Pop businesses have a more reliable access to their sites. This NEEDS to be addressed and corrected!!

  

  Business response

  11/08/2024

  Hello,
  
  Thank you Mr. ******** for reaching out regarding the concern of the website.  When investigating your concern regarding your account with Columbia Gas of Ohio online account: We did not show any failures on the account, the attempts were successful when you logged onto the website. However, you may not have tried on the days if you were seeing the web banners saying we're having issues with the My Account portal when going onto our website. With that being said, we have experienced web stability issues over the last few months. In October we had issues where customers haven't been able to log on or complete transactions online. We have since resolved the issue. 
  
  We appreciate you reaching out and please do not hesitate to reach out to us if you have any other issues or concerns. We are constantly trying to be sure to resolve our technically issues as soon as possible when we are made aware. 
  
  Thank you,
  
  Columbia Gas of Ohio

  Customer response

  11/13/2024

  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  **** ********

• Initial Complaint

  08/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I accidentally broke my neighbors gas line. Columbia gas had to come out and fix it and they did. They charged me $1200 to fix and I'm fine with that. The problem I have is that Columbia gas delivered a bottle of gas to my neighbors house and are trying to charge me $*****. The gas line to the house was broke so the bottle of gas could not be used even if they wanted to. It was not needed and was not used in the 24hrs of delivery that it sat there. Columbia gas is trying to charge me ***** for delivering a gas bottle then picking it back up the next day. They are charging me 6 times as much to deliver a bottle of gas,than to fix the gas line it's self.

  

  Business response

  08/22/2024

  Per our legal department---
  The bottled gas was delivered as the customer whose line was damaged requested bottled gas when it was believed that customer would be out of service for up to 3 months until the interstate gas transmission company could come and fix the damage to their facilities. While the bottle gas ultimately went unused because the interstate gas transmission company was able to repair the damage quicker than anticipated, Columbia was attempting to help the customer with the information available and ordering the bottled gas was a reasonable way to provide the customer gas service given the information available at the time the bottled gas was ordered. The bottled gas was ordered because of the damage and the bottled gas costs are part of the overall costs related to the damage.

  

  Business response

  08/22/2024

  I'm sorry I failed to include this was a damage to a Trans Canada customer. 

  

  Business response

  08/22/2024

  Per our legal department---
  The bottled gas was delivered as the customer whose line was damaged requested bottled gas when it was believed that customer would be out of service for up to 3 months until the interstate gas transmission company could come and fix the damage to their facilities. While the bottle gas ultimately went unused because the interstate gas transmission company was able to repair the damage quicker than anticipated, Columbia was attempting to help the customer with the information available and ordering the bottled gas was a reasonable way to provide the customer gas service given the information available at the time the bottled gas was ordered. The bottled gas was ordered because of the damage and the bottled gas costs are part of the overall costs related to the damage.

   

  I'm sorry I failed to include this was a damage to a Trans Canada customer. 

  Customer response

  08/29/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22143191
  
  I am rejecting this response because: 
  In your letter dated June 20, 2024, you gave a breakdown of services required to 
  Fix the situation regarding Claim # OH24-1486
  I agree with your charges EXCEPT the $6,579.00 Contracted fees.
  Your employees assessed the situation WRONG
  Your employees ordered services and materials that were not needed and 
  COULD NOT BE USED.
  I should not have to pay for mistakes by your employees for not understanding 
  what they Were doing or materials needed. 
  I have no problem paying for my mistake and making right what was needed to fix the problem.
  I should not have to pay for any incompliance on your employees side. 
  Regards,
  
  ***********************

  

  Business response

  09/17/2024

  The charges will stand as is. ****************** requested the bottles because they were under the impression the customer would further be without gas since the customer had been without, at that time. The charges associated to the damage are valid, and **** is responsible for those charges. The company who delivers the bottles will still charge for the delivery, even if it is determined its not needed. In this specific case, even though the end result is that the bottles were not going to be required, they were still delivered. The set of bottles were taken from their inventory, resources were used to deliver the bottles, manpower included. The same process was necessary for pickup. These are all billable charges. 

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was signed up for auto pay. I decided to pay my $300 + balance early on 7/17 which made my balance due $0. Columbia Gas charged me today the $300+ balance because according to them their autopay doesn't function like most. They said I had to call them to make sure I wasn't charged what I had already paid. Nowhere in the paperwork that I agreed to does it state if I pay early, I in turn have to call them as their system won't check for a $0 balance. They gave me 2 ridiculous resolutions. 1. I wait 14 days and request a refund or 2. I call my bank and get on their letterhead that the charge won't be sent back and fax it to them. Both of these are utterly crazy. $300 is a lot of money and couldve set me back. It did overdraw my account but I was able to move funds to cover it. I am highly upset at this thievery and shouldn't have to jump through hoops or wait 2 weeks. The money was taken right away and therefore should be put back right away. They can see in their systems that I was paid in full on 7/17.

  

  Business response

  08/02/2024

  We are sorry for the inconvenience this caused the customer, however auto pay is designed to withdraw the amount of the billing statement. 
  On 07/30/24 we initiated a reversal of the payment the customer made on 07/17/24 in the amount of $308.78. The customer should receive the refund into her checking account within 3-5 business days.

  Customer response

  08/02/2024

  
  
  Better Business Bureau:
  

  Take this feedback...when I called in I was told that I had to wait 14 days which clearly is false. Not only to you double dip but you have your agents lying to customers. This is a disgusting way to operate and you should be ashamed of yourselves!  I'm sure I'm not the only one that has experienced this horrendous business practice.

  I accept the business's response to resolve this complaint. 
  
  Regards,
  
  **** ******

• Initial Complaint

  07/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I made a utility payment for my mother, ***********************, to Columbia Gas of Ohio on 2/26/24 in the amount of ****** including the processing fee of 2.00 for a total of ******. Due to technical difficulties, the payment was processed multiple times through Paypal and once on my ************************ *********** was able to advocate on my behalf and confirmed that a payment was posted on their account and the PayPals were returned. On the July statement, a charge of $****** was added to her gas bill as a past due amount because their was a credit back to my *********** account. I called and spoke to several employees, including supervisors, that each gave me a different explanation or directed me to the payment company, NiSource- Residential Ohio, who also gave mixed information or referred me back to the gas company. I then reached out to Capital to one to determine if a credit or returned payment have been received this year in the amounts of ****** or ******. The representative confirmed that neither amounts are showing on my card as a credit, only a payment made via the mobile app TO my credit card in the amount of ****** and provided me a transaction number (8459) to provide as confirmation of a posted payment. When I gave the information to the Columbia Gas representative, he stated that they could not call and confirm anything with ***********. I was then escalated to a supervisor who also provided information different from the previous employees. I made the payment. It can be confirmed .The payments credited were supposed to be due to PayPals payments for the same bill. I should not have to submit another payment. Columbia Gas AND Nisource could and should have provided consistent and accurate support, instead of the lazy effort that was provided.

  

  Business response

  07/24/2024

  Hello,
  
  On February 25th, 2024, customer made four payments of $103.31 (between 9:29 and 9:37pm). When realizing four payments were debited from customers account, it looks like the customers bank requested two of those payments to be returned on March 30th, 2024. The third payment of $103.31 was requested July 1st, 2024.
  
  
  March bill: customer shows credit of $413.24 because payment of $103.31 was made four times. Please see attached. 
  April bill: two of the $103.31 payments returned to the customer creating the return of $206.62. Two payments of $103.31 remained and remaining credit used on April bill, leaving a balance due of $47.58. Please see attached. 
  May and June billed as expected no issues. Please see attached. 
  July bill: receive the third reversal request for the third payment of $103.31. Unfortunately, the credit for this extra payment had been applied to the bill in March/April which created an arrears on the account when the payment was reversed. Please see attached. 
  
  It appears that the reversal was pushed by the banks, it does not appear that the customer has contacted us regarding the issues until 07/16/2024. 
  
  Thank you,
  
  Columbia Gas of Ohio

  Customer response

  07/27/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21997454
  
  I am rejecting this response because: There was a call made, which should be on record, of a call being made in February regarding the overpayment and I was directed to my bank to handle the issue because the company doesnt handle payments directly. When the system caught the credit, there shouldve been a notification sent, not a surprise $100+ additional dollars on Julys bill with no explaination, or employees that can consistently explain and understand themselves, why the bill is so how
  
  Regards,
  
  ***************************

  

  Business response

  08/08/2024

  Hello,
  
  We do apologize, but there were no calls in regarding this concern/issue to this account until July by the account holder. We do apologize for the inconvenience that this may have caused you. The reversal was pushed by the bank. July bill: receive the third reversal request for the third payment of $103.31. Unfortunately, the credit for this extra payment had been applied to the bill in March/April which created an arrears on the account when the payment was reversed.
  
  Thank you,
  Columbia Gas of Ohio
  
  

• Initial Complaint

  05/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On April 18, 2024, I took 6 hours off work for a doctor’s appointment. At approximately 8:30 A.M. I received a knock at my front door, and a gentleman from Columbia Gas introduced himself as ****. **** explained to me that I had a gas leak below my concrete driveway where my RV was parked, and he stated that they may have to dig underneath the driveway. I just got this driveway done in 2019 and it was fairly new and paid approximately $15000 to get it done, so I immediately was upset. He stated that someone from Columbia Gas should have called me to let me know. I did not receive a phone call! He needed me to move the RV also. He went onto say that they would probably finish later that day and that they would temporarily back fill the hole with gravel until a 3rd party came out to replace the gravel with concrete. He stated the 3rd party was ***** Cement Company out of Sandusky and didn’t know when they would be out to concrete it again; however, stated that this was season that they would do that. He continued by stating that if the concrete company saw my RV was parked where the gravel is that they would just pass by my house without any notification and not do the work, and they didn’t have to call to make an appointment so I could move my RV. I became even more upset because a RV is not like a car, I have to make arrangements and notification to other people to move the 30 FOOT RV! When I came back from dr. office, the hole was approximate 12-foot-long x 3-foot-wide x 6 feet deep. Now my driveway looks like crap and is an eye-sore in my neighborhood. I am very upset that I have this gravel mound in the middle of my concrete driveway and not knowing if and when someone will fix it. Although I appreciate them fixing the gas leak, I deeply disturbed that I as a taxpayer I don’t have any rights on my property (driveway). I would like the driveway fixed immediately and feel disrespected.

  

  Business response

  05/20/2024

  Hello,
  
  Mr. *******, we do apologize for the inconvenience that has been caused due to the access we needed to maintain and make repairs on our facilities. We thank you for your patience in the restoration process. Our project field leader was able to make contact with you on 05/15/2024 to discuss your restoration concerns and has advised that the restoration for your driveway apron is scheduled for June 3rd, 2024, and will be completed by our 3rd party restoration contractor. Again, we appreciate your patience during this process and if there is any other questions or concerns that you may have, please feel free to reach out to Columbia Gas at ###-###-####, we will be more than happy to assist. Thank you for being a valve Columbia Gas customer. 
   
  Thank you,
  Columbia Gas of Ohio 

• Initial Complaint

  04/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Columbia Gas' fixed monthly charges are unjust and unethical. Columbia Gas' charges a base "subscription fee" without anyone signing up for a subscription. The flat fee is usually more than the cost of gas used in my residence. Even if I use 0 gas, I would still receive a bill in excess of $40 every month. Columbia's website states this money is used for "upkeep" of the delivery system. In any other business, this "upkeep" would be considered the cost of doing business and this should not give Columbia the right to charge a flat fee for nothing, making the cost of gas pure profit. I just want to pay for the gas I use. If Columbia can't make money using that model, that's not my problem. They can find a way to become profitable or go out of business and give other startup utility companies a chance with no flat fee. I would change utility companies, but I can't - there are no there available in my area and Columbia has become a monopoly. How Columbia executives can sleep at night knowing they are charging hard working Ohioans even if they don't use their service is unbelievable to me. This business practice is absolutely disgusting. I would like my money back. I've paid these ridiculous fees every month for years now.

  

  Business response

  05/07/2024

  Hello,
  
  Mr. ******, the "Fixed Monthly Delivery Charge" covers a portion of the fixed costs required to ensure that natural gas service is available to your home. Examples include the cost of maintaining the gas lines, meter reading, and billing.  This amount is the same with each bill. This is in addition to your actual gas use.  After reviewing your account for your current address, there is no time at least since 05/2021 that you had Zero consumption. 

  Thank you,

  Columbia Gas of Ohio

  Customer response

  05/08/2024

  The amount for maintaining gas lines and meters is a cost of doing business.  Columbia Gas' operated successfully for years without applying this charge to customers.  I would like a detailed report on exactly how much cost is associated with my specific gas line, my specific meter and and my specific meter readings.  I would like these costs broken down by line item monthly for the past year.  Surely these costs are not the same every month, yet I have a fixed flat fee.  I am not interested in paying for other people's costs, I would like the costs broken down specifically for my lines/residence.

   

  

  Business response

  05/23/2024

  Thank you for your response. The costs referenced are charged to each individual customer. These costs/charges are allowed/approved by the Public Utility Commission of Ohio. The charges are included and explained in our tariff. An itemized explanation of the service and delivery charges as well as a bill estimate are attached.  Your meter remained active, which means the gas service remained active and available to you. We are unable to satisfy your request for reimbursement/or an adjustment. Thank you for following up with us.
  
  Columbia Gas of Ohio

  Customer response

  05/28/2024

  There is no attachment or no way for me to access the attachment.  My last bill had less than $10 of gas usage yet I'm still required to pay a flat fee which is close to 400% of my actual usage/bill.  I never agreed to pay this flat fee.  This is clearly to cover the costs for other people's services.  I should be required to pay for the gas I use, not for other people's.  I will be taking this up with attorneys, local and state representatives The Public Commission Utility of Ohio and anyone else that will have an interest on social media.  This practice is unethical and unfair to the citizens of Ohio.

   

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The problem I am looking for to resolve hasn't happened yet, They are threatening me and if they do what they say they will do I will sue them! The Columbia Gas of Ohio has repeatedly sent letter stating if I didn't schedule an appointment for a gas leak inspection they would disconnect me. i have it I had Covid so I called Columbia Gas and said I didn't think they wanted anyone to come in the house with that. I still repeatedly got letters threatening me with disconnect. Once I was better I called and my appointment is scheduled for May 7 between 12 and 4 pm. I received a letter yesterday saying that if I didn't schedule an appointment by May 1, 2024 I would be TERMINATED and that there be a delay in restoring my service and a rate change. I called them today and ask for a supervisor and the female would say is they have computer problems and disreguard the note if I have scheduled. That was today and the call ended at 8:42 AM. At which time I cussed her out and told her if Columbia Gas terminated me I would SUE!!!! So for now I am not wanting money. i have always paid my bills and up until now I have been an excellent customer. I still would be if they hadn't ****ed me off saying they were going to terminate me with no just reasaon!!! I would appreciate the bureaus help in this matter since I can't get any reasonable help from Columbia Gas of Ohio!

  

  Business response

  05/07/2024

  Thank You for your inquiry. As you stated we currently have an appointment scheduled for the afternoon of Tuesday, 5.7.24. Your service is no longer scheduled for termination pending completion of the appointment. Unfortunately our notification process continues until the appointment is completed. Please disregard the notices since you have scheduled an appointment date and time. If you have additional concerns please contact our Customer Care Center Mon- Fri, 7AM-7PM at ###-###-####.

  Customer response

  05/09/2024

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We received a notification that we needed a gas line inspection. After many calls to Columbia Gas, over many days, we had finnaly reached a call agent and scheduled an appointment for an technician to come out Friday April 12 between 12 and 4pm. We received a postcard in the mail confirming this date and time. They were to call 30 minutes before arriving. Friday April 12th no one called and no agent arrived. My wife called Columbia Gas at 4:30pm to inquire when they were arriving and was informed that the appointment had been rescheduled to Friday April 26th. We were upset they we were in no way notified of this change and were not consulted in what day we were available. We have not received a new post card confirmation as of April 25th. My son has a appointment for new glasses Friday April 26, so my wife called Columbia Gas today, Apil 25th to reschedule, and was informed that if we were to reschedule that they could not promise that our service would not be turned off before they came out to imspect our line (and if turned off we would be assessed a reconnection fee). This isn't a scenario where we are delinquent or negligent, we actually have a credit with Columbia Gas for payments in excess of our invoices. This entire scenario is beyond frustrating and I wish there was some way I could choose any other company for this service, but no matter the gas provider, I still have to deal with Columbia Gas.

  

  Business response

  05/02/2024

  Hello,
  
  We sincerely apologize for the inconvenience rescheduling of your safety inspection has caused. We appreciate the immediate action your wife took to schedule the safety inspection and also to check on the status.  It appears the order was scheduled due to an emergency that affected a large portion of Ohio. We normally make every effort to contact our customers in advance if a change is needed due to unforeseen emergencies. We value your time. Our records show that the safety inspection has been completed as of 04/26/2024. Thank you for allowing us to complete the safety inspection and allowing us to continue to serve you. We appreciate your feedback. As a courtesy we will apply a $50.00 credit to your Columbia Gas of Ohio account. Thanks for being a valved customer. 

   

  Thank you,

  Columbia Gas of Ohio

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Over a month ago I did request to have my Columbia of Ohio gas services turned off given that with the end of winter season there is no need for it. I believed that the request was done online (via their website) or via an automated phone system – sometimes one tries one system and is directed to use the other, thus my confusion; but I most definitely did it. Once the disconnection was done, I receive no email with any type of confirmation, or any paperwork (regular mail) confirmation otherwise. One month afterwards, to my surprise, upon checking the status of the account (maybe due to have received an email with a purported bill) an upcoming bill was showing on my account. Then, I proceed to call Columbia Gas and after having explained the situation to the agent, I was told that the account had been programmed to be disconnected in about 11 months; in other words, according to the agent the account was set up to be closed a year from the date I had intended to have it closed. It sounds quite amazing, disconnected, disconcerted and bewildering that one would choose to disconnect service not in the end of heat season but year thereafter. It sounds eve more amazing that one does not receive any confirmation with the dates, etc, since that that type of confirmation and information is to be expected at the end of such a procedure. Now, I am supposed to pay not only an extra month but even a late fee. The whole situation looks, feels and sounds wrong.

  

  Business response

  04/19/2024

  Hello,
  
  We do apologize for any inconvenience that the disconnection request has caused you through our IVR system.  It appears that the wrong year was entered by error when placing the disconnection of gas service.  We have adjusted the bill to reflect the date in which you requested the service to be disconnected for 03/04/2024. You will receive an adjusted bill showing your service usage form 02/16/2024 to 03/04/2024. Thank you and have a great day. 
  
  Columbia Gas of Ohio 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On May 10th is 2023 a technician came out to my house and stated that he needed to come into do a test And relight the pilot light. He was not even supposed to be working on my unit unit but my neighbors unit so I didn’t feel comfortable letting him in, but he stated that if I did not let him in, I would not have hot water. So I let him in, and I turn my head for one moment and walked into another room to grab some thing when I came back he had left and he had left the front door open and didn’t even say goodbye. It was very odd and strange. When I went to go check the room that he was in my earrings were gone. Good morning this is ****** with Columbia Gas and recorded line I was calling in regards to a ticket that we got for property **** **** ******** ****t basically this ticket was stating the allegedly that a tech has six and earrings are some earrings were missing after a tech was doing some work in the house I just wanted to give you a follow up call to let you know that I sent this over to the tech supervisor and also our claims department to investigate the situation about possible reimbursement supervisor will follow up with you for our claims department will follow up with you regarding the situation if you have any more concerns please feel free to give us a call here at Columbia Gas. Hey ***** this is ***** ***** with Columbia Gas I won't be doing the investigation on the complaint that was filed can you call me back at a few questions and I like to speak to you in a little more detail about it ********** for ***** title thank you…” I file a report with the sheriff as well. No one has ever gotten back to me regarding this matter.

  

  Business response

  04/18/2024

  Thank you for sending this complaint to us for investigation. Our understanding is that the Delaware County Sheriff’s Office conducted an investigation and that investigation did not result in any findings that substantiate the allegations made by the customer. If the Delaware County Sheriff’s Office makes any different findings Columbia will determine any appropriate next steps.
  

*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. ↩