ComplaintsforColumbia Gas of Ohio

• Initial Complaint

  02/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Columbia gas of Ohio send multiple automated calls per day to individuals who are past due

  

  Business response

  03/01/2024

  Hello in responding to : Re: BBB Complaint ID ******** by *************  on 2/27/2024.

  I have placed a "Do Not call or Text" code on the customer account, which means it will stop any auto-dialed calls or texts from Columbia Gas.  Please understand this will prohibit you from receiving notifications regarding service appointments or other information related to your account.  If in the future, you change your mind, please contact us.

  Customer response

  03/01/2024

  I do not wish to not receive notifications but I would like to see this company to limit calls to one per day this effects multiple customers 
  

  

  Business response

  03/05/2024

  Good afternoon ***,

   

  Well I submitted the information to the proper department to get him added back on to the notifications.  Received email this morning that it has been taking care of.  So thank you so much for your help.

   

    ******* ******/ Customer Care Specialist II

  Customer Care &  Reg Compliance/ COH

  290 W Nationwide Blvd., Columbus, Ohio 43215
  Office: ###-###-####

• Initial Complaint

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Thursday February 22,2024 an emergency service tech came out and he said my thermostat had a shortage in the wiring. The wiring was fixed the same day and my heat would not come back on. I called back on Friday February 23,2024 just to be notified the tech red tagged my furnace and turned it off. I haven’t had heat since late night Wednesday February 21,2024! I am 8 months pregnant and my house is FREEZING COLD! I tried to call and get a tech out to relight my furnace since I never got told that it was red flagged but ******** decided to talk over me and try to tell me I needed to have a certified HVAC tech come out and light it. Why would I have to pay $100+ dollars out of my pocket for something I didn’t ask for or have any knowledge about? My furnace is completely fine which the tech from Columbia gas told me it was, the issue was just with the thermostat wiring. ******** was RUDE and wouldn’t provide her supervisor’s information or any information of anyone who is higher authority. This is UNACCEPTABLE! I have gotten sick from my house being so cold at 8 months PREGNANT! I’m highly disappointed and upset that the company would turn off my furnace without my knowledge! I will be even more upset if my bill is high because I haven’t been able to use the gas!

  

  Business response

  03/04/2024

  Hello,
  
  Thank You for your inquiry. We apologize for the inconvenience. Our records show we made a premise visit 2.3.24 and again 2.21.24. The order worked 2.21.24 indicates the gas was on upon arrival. however the furnace was red tagged because the thermostat required a wire. The technician noted "advised customer." Red tag repairs are the responsibility of the property owner. In review of the call from 2.23.24, we determined the representative handled the call correctly. If you rent the property, please contact the owner. If you own the home, you are responsible for the repair.
  You may also check with local energy assistance agencies to confirm income eligibility for assistance with the repair. Please review the attached red tag notice that was sent via mail. Thank you,

  Columbia Gas of Ohio

• Initial Complaint

  02/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I closed my account with Columbia Gas of Ohio in Jan. I was expecting a final bill, but what I didn't expect is that they are double dipping and stole over $429.56 from my checking account! I had my Columbia Gas of Ohio account set up with my automatic withdraw from my checking account. They pulled a random $429.56 dollars on Feb 12, 2024, yet then I got a final notice from them saying I still owed $365.56. I sent a paper check and they cashed that on Feb 21, 2024. Because it said final notice on it, I presumed they didn't pull the $429.56 dollars originally from my account. They are double dipping, scamming me! Their customer service is non exsistant and no one is willing to help me. Their live chat is pointless, no one is there on the weekends and they have no email! I want my hard earned money back so I can be done with these scammers! This is outragous! I was never once late paying my bill. I can't believe they are getting away with this! I WANT MY $429.56 BACK!!

  

  Business response

  03/04/2024

  Case# ********Hello,

  Thank you for reaching out regarding your concern. The letter was sent out on 02/08/2024, as a final statement for your billing.  Your account was set up as check free therefore your final amount due was automatically withdrawn which was on 02/12/2024. The amount that you sent in as a paper check was an over payment after your payment was auto withdrawn.  We have expedited the reversal for your payment to go back to your bank in the amount of $429.56.  Please understand we usually need to wait for about 10 business days to see if the payment will be rejected by the bank, before we can send the payment back. We had every intention to make sure the credit that was placed on your final account would have been sent back to you. The reversal request was sent on 02/27/2024, please allow time for it to be processed through your bank. We appreciate you reaching out with your concern and happy to help resolve the issue. 
  
  Thank you,
  
  Columbia Gas of Ohio

  Customer response

  03/12/2024

  As a long-term customer, you've screwed me over by stealing my entire paycheck! I shouldn't have to wait for something you stole without sending me a notifcation of that you were going to take it right out of my paycheck and then asked for a final payment on top of it, scamming me in the mean time! And yet I never got a single ***ing apology from you for what you did! It's bad enough that I had to move, but you made it 100xs worse by stealing my hard earn money and HOLDING it. You are a thief! I don't know how you can operate a company like this!
  
  

  

  Business response

  03/20/2024

  Hello,

  We apologize for the inconvenience the issue has caused. Unfortunately the problem is a timing issue due to the method of billing for the previous gas supplier.
  We attempted to contact you by phone to apologize and provide an explanation. Each time the call was disconnected. As a courtesy we will issue a credit of $50.00 in the form of a check. 
  If you have additional questions, please return our call at ###-###-####. We are available Monday - Friday from 8:00-5:00.

  Thank you,

  Columbia Gas of Ohio

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Columbia Gas of Ohio shut off my gas without my knowledge back in June of '23 according to a customer service agent, and has been sending me bills and charging me for gas i've not been using ever since until Feb 1st of '24 where they sent me a bill for $0.00. I am renovating my house and as such I don't live there, coming around weekly to do work on the place. We had a cold snap this January, which I turned my thermostat up to counteract under the knowledge that my gas bill was paid and I should have still had gas running to my furnace. Well the next time i came to the house with new stuff for the house i find that not only is my house cold, but several pipes burst in my house causing a ton of water damage to my walls. At first I assumed that my furnace was faulty and called my heating guy to take a look at it, and for $160 and change they came out only to say the furnace was fine and ask me if my gas was paid, which it was, i even double checked. I was told that my furnace would turn back on after gas was restored with no extra steps needed, but the company would have to take the locking bolt off and turn it on themselves. When I called Columbia Gas, they said they shut it off in June, they said they should have left a door hangy thingy to schedule someone to turn it back on. They just sent a tech out to turn it back on and nothing else. The technician they sent out even said that there was no excuse for this and that they should have attempted to make contact with me directly which they never did and now my Insurance is trying to tell me that because the heat wasn't on I'm liable for the damages! I never said they could come onto my property and turn my stuff off, and they never asked me if they could. I went back into my emails and see they got some contractors that go by Papalko to redo the lines and their emails said they would establish contact with homeowners before shutting off lines. I can't afford to fix this stuff on my own and i'm allergic to mold!

  

  Business response

  02/23/2024

  Hello,
  
  We are following up regarding case ********. 
  We do provide notification by mailing prior to the project starting.
  Per our Contractor and our Construction Coordinator "This house was boarded up and did show some signs of remodeling work in progress. They replaced the service line and left door cards. The coordinator kept an eye on this property as they continued to work in the area and left several more door cards each time one had disappeared from the property since he hadn’t seen the gas had been turned on. " "The door cards left were for notification that service was interrupted and to call in for relight."  Our Construction leader has also left a voicemail on your contact number listed to further discuss your concerns.  We have submitted a claim on your behalf regarding this complaint. A claims representative will follow up with you to further discuss.  And lastly, regarding the billing, an adjustment has been made on your gas account. You should have received a final service bill statement dated 01/30/2024, showing a credit on the account. Thank you,
  
  Columbia Gas of Ohio
  
  

  

  Business response

  02/23/2024

  Hello,
  
  We are following up regarding case ********. 
  We do provide notification by mailing prior to the project starting.
  Per our Contractor and our Construction Coordinator "This house was boarded up and did show some signs of remodeling work in progress. They replaced the service line and left door cards. The coordinator kept an eye on this property as they continued to work in the area and left several more door cards each time one had disappeared from the property since he hadn’t seen the gas had been turned on. " "The door cards left were for notification that service was interrupted and to call in for relight."  Our Construction leader has also left a voicemail on your contact number listed to further discuss your concerns.  We have submitted a claim on your behalf regarding this complaint. A claims representative will follow up with you to further discuss.  And lastly, regarding the billing, an adjustment has been made on your gas account. You should have received a final service bill statement dated 01/30/2024, showing a credit on the account. Thank you,
  
  Columbia Gas of Ohio
  
  

  Customer response

  02/23/2024

  Except that my house is not boarded up, nor has it ever been, so your guy apparently NOTIFIED THE WRONG HOUSE. I'd been receiving a continuous bill every month until the first of February which still appeared as if it was a typical bill except the total due was 0.00 and didn't mention any form of credit, and there was no credit on the account when I looked at my account that for some reason says it's off when I just got it turned back on again. Going back I've found the Email from the contractors you got to replace the lines and they stated that there would establish contact with me before trying to do anything with my lines to begin with. It didn't say they would try and then do it anyway, and they were addressed from some weird name and not from Columbia Gas of Ohio. ********/something something that looks like spam brochures. I've never received any voicemails regarding my gas in any manner whatsoever. I've been freaking out because the water damage is all inside my walls and I'm allergic to mold so I can't fix it myself, and because nobody ever made sure to actually talk to me directly I might be out 10k because my insurance says they're probably not going to cover this because you guys say you turned my gas off in June, without telling me!
  

  Customer response

  02/23/2024

  Except that my house is not boarded up, nor has it ever been, so your guy apparently NOTIFIED THE WRONG HOUSE. I'd been receiving a continuous bill every month until the first of February which still appeared as if it was a typical bill except the total due was 0.00 and didn't mention any form of credit, and there was no credit on the account when I looked at my account that for some reason says it's off when I just got it turned back on again. Going back I've found the Email from the contractors you got to replace the lines and they stated that there would establish contact with me before trying to do anything with my lines to begin with. It didn't say they would try and then do it anyway, and they were addressed from some weird name and not from Columbia Gas of Ohio. ********/something something that looks like spam brochures. I've never received any voicemails regarding my gas in any manner whatsoever. I've been freaking out because the water damage is all inside my walls and I'm allergic to mold so I can't fix it myself, and because nobody ever made sure to actually talk to me directly I might be out 10k because my insurance says they're probably not going to cover this because you guys say you turned my gas off in June, without telling me!
  

  

  Business response

  03/04/2024

  Hello, 
  
  Our Construction leader has made several attempts to reach out to the customer by phone and have left messages for the customer to call back. Also, the claims department will reach out to the customer to discuss the claim.
  
  Thank you,
  
  Columbia Gas of Ohio

  

  Business response

  03/04/2024

  Hello, 
  
  Our Construction leader has made several attempts to reach out to the customer by phone and have left messages for the customer to call back. Also, the claims department will reach out to the customer to discuss the claim.
  
  Thank you,
  
  Columbia Gas of Ohio

  Customer response

  03/04/2024

  I have yet to receive any form of contact as of yet and am looking forward to actually establishing communication with your claims department. I was told by PUCO to expect a call from you guys last week and I've yet to receive any communications at all. For now I'm rejecting the response pending changes in the status of communication which is currently only through BBB.
  
  

  Customer response

  03/04/2024

  I have yet to receive any form of contact as of yet and am looking forward to actually establishing communication with your claims department. I was told by PUCO to expect a call from you guys last week and I've yet to receive any communications at all. For now I'm rejecting the response pending changes in the status of communication which is currently only through BBB.
  
  

• Initial Complaint

  02/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My insurance company, ****** healthcare has been paying my utility bills. Columbia Gas received my payment of $47 on 1.11.24.  

  Around 1.18.24, they took $47 from my ***** bank account. They should not have done that, as auto pay was terminated in March of 2023. 

   

  

  Business response

  02/15/2024

  Hello,

  Thank you for reaching out regarding your concern.  Our customer service representative has taken care of getting the refund approved and it is being processed.  The customer service representative did make a call on 02/08/2024 and left a voicemail to provide you with the update regarding your concern.  The refund will be in the amount of $47.00 and will be in the form of a check.  If you need any further assistance, please feel free to reach back out to COH. 

  Thank you.

  Columbia Gas of Ohio 

  Customer response

  02/16/2024

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

• Initial Complaint

  01/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have all bills. I just included one as an example because I have no printer: Product $1.40, Delivery $44.45, what the ? This should be against the law. 

  Statement Date Supply Charges Delivery 

  1.5.24 $18.39 $47.46
  

  12.4.23 $13.95 $46.84

  11.1.23 $4.24 $45.46

  10.3.23 $1.95 $45.17

  9.1.23 $1.40 $44.45

  8.3.23 $1.84 $42.92

  7.5.23 $1.41 $42.86

   

  

  Business response

  02/01/2024

  Hi,

  The Fixed Monthly Delivery Charge covers a portion of the fixed costs required to ensure that natural gas service is available to your home.  This amount is the same with each bill. We are unable to prorate or remove the Fixed Monthly Delivery Charge. 
  
  Other additional information regarding the rates can be found on our Columbia Gas of Ohio website under Rates and Tariffs: 

  Monthly Delivery Charge $38.62 per account per Month **************, et al. Mar. 1, 2023 

  
  Thank you,
  Columbia Gas of Ohio

• Initial Complaint

  01/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Columbia Gas had a contractor replace the gas lines on our road and in doing so, they killed the tree in my front lawn. They are denying to remove the dead tree. They said the city of Lorain looked at the tree and the city determined that the tree died from a different cause. I called the city of Lorain, and they have no record of this happening. I've been lied to and now the dead tree has become a safety hazard.

  

  Business response

  01/24/2024

  Hello,

  Thank you for your patience.  

  I have provided the findings from the city recommended arborist. Please see below. 

  Per Arborist "I went out to inspect the tree", "it’s a maple that died of old age."
  "I had spoken with the gentlemen from Columbia gas about the tree and told him what our findings were." 

  Thank you again for your patience. 

  Columbia Gas of Ohio

  Customer response

  01/24/2024

  There are the same aged trees on our street and none of the others are dead. Your finding are wrong, and I will not accept your findings. 

  Customer response

  05/18/2024

   I did not say I would accept the arborist finding as the result that killed the tree. I said you guys can hire one, because when I called the city of the lorain, the hard of the Engineering department said why would his arborist say the tree died from old age. Where can I send pictures of the damage that was done that killed my tree?

   

  

  Business response

  05/28/2024

  Thank you for following up. Based on the findings of the arborist you agreed to accept the opinion of in February, our stance remains the same. According to the arborist's findings, the stage of decline is indicative of a period beyond two years. It is their opinion that the decline of the tree is caused by old age and lack of rooting space. The full report was provided previously, and our Corporate Insurance group has reviewed and declined this claim. We have determined there was no damage by Columbia Gas of Ohio. We are unable to satisfy this claim based on the information noted above.

  Thank You
   
  Columbia Gas of Ohio

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On November 13th Columbia Gas came out to replace my gas line that was leaking at the shut off valve. In the process off replacing the line they used their excavator to break up my sidewalk. They did not cut the sidewalk to prevent excessive damage which lead to about 20 feet of sidewalk having to be replaced. In the process of breaking up the sidewalk they discovered that my sidewalk had rebar in it which ran down thew sidewalk. in their effort to break the rebar they used the excavator to lift and pull on the rebar which resulted in them lifting 3 additional panels if sidewalk. When they came out they marked only the 20 feet of sidewalk where the major damage was, when i showed then the other to areas they caused damage to, they refused to replace those panels. the 3 pictures i included show the sidewalk they repaired, the one panel that did have a crack (which i knew was already there). They pulled the panel away from the other panel leaving a 1 inch space between them which also widened the area that was already cracked. The other picture shows a fresh crack in another panel that they are refusing to replace as well.

  

  Business response

  01/04/2024

  We have contacted the customer and an order to replace the concrete in question has been created. 

  Customer response

  01/12/2024

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

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Columbia gas shut off gas to my condo early 11/7 due to a leak in the area while I was at work. A red tag was left at my door to contact the company for "relight after repair." I immediately called to schedule the relight. I am now on my 4th appointment to get this taken care of because every time this is scheduled they do not show up and upon my following up they tell me there was an emergency and to re-schedule the relight. I still have no gas leaving me with no hot water, no heat. I have sat on a phone line for 45 minutes to an hour to get through to get this taken care of and no-one can tell me when this will be done. I have never been late with a payment in 10 years and I currently have a medical issue which requires hot water to clean a wound on a daily basis. I was advised by customer service in my last call to their office that cleaning my wound was not an emergency. Very disgusted with the lack of information and follow-up and I still do not have gas.

  

  Business response

  12/18/2023

  Service was interrupted on 12/07/23 and restored on 12/08/23. Our technician did give the customer a call ahead indicating he was on his way, however the tech subsequently was rerouted to an emergency. The customer contacted COH at 2:46 and it was explained to her the reroute due to an emergency. The customer was restored at 9:21 pm. We apologize for any inconvenience the interruption of service has caused.

  Customer response

  12/18/2023

  Columbia Gas lessens this to a single episode. There were 5 to 6 calls made to me and each time they were called away and never came to relight my gas until the next day and after hours upon hours of my wasted time. They have a problem with telling the truth. Whoever answered this, it is totally unacceptable. I'd like to know how you plan to rectify this in the future. Hours of my time was wasted trying to get my service restored, 36 hours worth of my time. Each of the 5 times I was called and then recalled to be told they ran into an emergency and followed that up by telling me that rarely happens. 5 times that happened just to me in a period of 36 hours. Not sure what your definition of "rare" is.
  
  

  

  Business response

  01/02/2024

  Unfortunately technicians in the area were responding to multiple odor calls in the area due to an odor cloud.  In unusual circumstances such as this, all resources are used to ensure the safety of the community. We can apply a $50.00 bill credit for the inconvenience 

  Customer response

  01/02/2024

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

• Initial Complaint

  11/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On October 18, 2023 I spoke with customer service because I received my October bill with a sudden $150 customer charge. The customer service associate explained that because we had used over 3000 CCF in the last 12 months we were no longer considered a residential customer. However in reviewing the bill dated 10/13/2023 it shows my total annual usage is 2902 CCF - clearly below 3000 CCF. The representative then asked me to add up the numbers from the bar graph which is 13 months of data from October 2022 through October 2023. I asked if Columbia Gas operates on a 13 month year so that they can overcharge customers. The customer service representative then referenced a PUCO law that allows them to charge extra once a residence uses more than 3000 CCF. I just received my November bill with the same $150 customer charge while my annual usage number has now dropped to 2855 CCF, again lower than 3000 CCF for 12 months but still the customer charge. Not only does this charge go against normal purchases where when you buy in volume you typically receive a lower per unit cost obviously not with our public utilities. Lastly, there was no communication notifying me about this rule, or the potential for my bill to be almost doubled because of 13 month average usage. No warning or mention of the potential change in billing from residential to general/business was provided on my statement - nor did I receive a letter from Columbia Gas regarding this. Yet, they are constantly emailing about a delivery of bills, and budgeting of bills, but not one bit of communication when a customer may see a substantial increase in their bill. This is unacceptable and almost fraudulent as they are aggregating 13months of usage and telling you that you’ve used it in 12 months. I would like my bill reduced to the residential rate and be credited for the $350 dollars from my $150 OCT customer charge, & NOV $150 customer charge. Account #***************.

  

  Business response

  11/22/2023

  "We recognize that you may not have been prepared for this change and we are sorry for any inconvenience it may cause you.  In July, we informed all customers through a special bill insert that a review of their annual consumption would take place at the end of the August billing cycle.  This review is required by the Public Utilities Commission of Ohio to ensure our customers are being billed under the appropriate rate. As noted, the message on your bill states your usage during the past year was over 3,000 ccf.  This means that starting this month, you will be billed under the General Service rate, rather than the Small General Service rate.  If Mr. ******** has a reasonable explanation as to why they will be using less gas than previously please have him call to discuss with our office ###-###-####. I have attatched a copy of the Octgber bill statement and the annual consumption review.

  Customer response

  11/28/2023

  I spoke with ** on 11/22/2023 at 10:45am regarding the above response from Columbia Gas. She said that they would allow a one time adjustment back to small residential because I explained that we are able to reduce gas usage if we had known about the limit. She agreed to credit back the November customer charge of $150.00 and said she would send a new bill. I am still awaiting the corrected bill for November, and to see the adjustment back to small residential on the billing statements. 
  

  I was pleased with **, she heard my message and suggested she would escalate this issue to management as there was zero communication regarding the significant change in cost for the same gas, same pipe, same infrastructure, and no options on the consumer side.  
  

  once I can confirm the agreed upon changes above have been resolved I will respond accordingly. 

  

  Business response

  12/04/2023

  I apologize that the corrected bill did not issue. As we are now in the billing window for the new bill, I am unable to have it reissued. The customer should see on his next billing statement that an adjustment was issued in the amount of $141.42, thus giving him a credit balance. This is the difference of what was billed and would have been billed under the small residential rate. On this next bill he should also see his fixed monthly delivery charge is back to $38.62 from  $150.00. If he has any further questions or concerns, he may certainly give me a call at ###-###-#### and I will be happy to assist him in any way I can.

*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. ↩