ComplaintsforPiedmont Natural Gas Company

• Initial Complaint

  10/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I've contacted PNG asking why I receive bills from separate months due within the same month. For instance, I received a bill dated 9/07/22 due 10/03/22, then received an email and a bill dated 10/6/22 due 10/31/22 which should've been due 11/3/2022. This has been a reoccurring thing yet, when I speak with someone they state that I'm not paying twice in one month. Yet, I have the black & white proof that this is happening and I emailed it to them. Also, I checked all my other bills and I've never received a bill that's from separate months due within the same month. All they continue to state and or send are billing dates or state, we haven't sent an email. But, I have the emails and have sent those too. I'm not sure what technical issues they are having or if an automatic bill is sent due to a bill being paid late, but it has to be resolved as my next step is to contact the news stations. Thanks in advance.

  Business response

  11/02/2022

   

  Piedmont Natural Gas follows a monthly "cycle billing" process to produce consumer invoices that meet uniform billing procedures set by our regulators. We have reviewed the consumers billing statements and account and find no fault in the invoices mailed out. Invoices may occasionally be due within the same calendar month, but will always be dated at least 25 days apart, as required by our regulators.

• Initial Complaint

  06/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  on 4/20/2022 I enrolled in the Piedmont Natural Gas Water Heater Essential Plan which give 1500.00 worth of coverage per year for a contract up to 5 years. I asked the representative if there was a pre-existing policy on this plan I was advise no just wait 30 days and call. I called on or around 5/23/22 and advise there was a problem with my hot water tank. I got a call from Piedmont Natural Gas stating they would send a technician. when the tech arrived he did an assessment and advised the tank would need to be replaced. I said ok I have insurance and it should be covered. a second employee showed up with the new tank and installed it. they then said you will need to pay 1347.19 I said why I have insurance which should cover the cost. he insisted I pay so I did. with the understanding I would receive a refund after a claim was filed. they gave me a paper to sign and advised me it is to show the work was done to my satisfaction. I was satisfied so I signed it. I asked for a receipt and was told I would be emailed a receipt and a invoice. Which I never received. with paying out this kind of money I became concerned and asked more questions. the employee then became short with me and said the 1347.19 was my part of the bill. I advise I went on line to price the tank before they came out and the cost for the tank should be around 800.00 why are you charging 2,847.19 they then said it is 400.00 labor charge 200.00 per person per hour. which I was not aware of and did not agree to. These were Piedmont Natural Gas employees and did not state at anytime there was an hourly rate. I did not agree to this charge at anytime and would like my money returned. The 1,500.00 should cover the labor and equipment.

  Business response

  07/11/2022

   We have investigated the situation resulting in the complaint filed by the consumer.  Our records reflect the consumer called Piedmont Natural Gas on April 19, 2022, to report no hot water.  The consumer stated she needed to see about repairs or replacement.  Our representative checked to see if the consumer was enrolled in our water heater warranty coverage and found that no coverage existed.  Our representative advised the customer they were eligible for enrollment.  The customer inquired if there were any pre-existing requirements, and our representative advised the coverage would not cover pre-existing conditions and that there is 30-day waiting period for future coverage issues. 
  
  An order was created for a technician to service the customer’s water heater the same day.  Our records reflect the technician arrived at the customer’s home at 10:06 that morning and found the water heater was leaking, he valved off the gas and water supply.  The water heater was red tagged as unsafe and notice of a hazardous condition. 
  
  Our records reflect the customer went on our website and enrolled in the water heater essential warranty plan the following day at 9:19 AM.  The customer waited until May 23rd and called in a claim for the warranty coverage she enrolled in, after the water was already red tagged as unsafe.  A technician was dispatched to the consumer’s home on May 24 to perform an assessment and provide a quote for replacement.  The technician failed to notice the date on the red tag was before the warranty enrollment.  The terms and conditions of the warranty plan state in section E “EXCLUSIONS WATER HEATER ESSENTIAL Coverage does not apply to, or pay benefits for: 1. Any consequential damages or pre-existing conditions.” 
  
  Piedmont provided the customer with an Installation Services Agreement reflecting her portion of the water heater replacement charges.  The customer’s portion of the replacement and installation charges were after receiving the $1500.00 warranty coverage benefit, coverage they were not entitled to due to noted pre-existing conditions on their appliance.  The consumer signed the form on May 24 agreeing to the terms, services to completed, and the pricing listed on the form.  Payment was made via our IVR phone system that day, confirmation number ********. 
  
  Piedmont did not advise the consumer that she would receive a refund after a claim was filed, as previously stated the customer’s portion is after warranty coverage was deducted from the total charges due to replace the natural gas water heater.  The customer is not due any type of refund and received the benefit of warranty coverage they should not have received under the terms and conditions of the warranty plan.
  
  We will email the customer a copy of the Installation Services Agreement she signed and a copy of her receipt for payment. 
  

• Initial Complaint

  01/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted Piedmont Natural Gas in October to begin services and provided my address to get service put in my name. The company applied my name and social security number to the wrong address, sending my bills to the wrong address as well. On January 5th I received a call from my service tech telling me gas would be disconnected for nonpayment. An arrangement was made and my payment was accepted within 15 minutes of the call and I was told gas would not be disconnected. On January 7th I arrived home after work to see my gas was off. I called the company and asked if they cut it off or could come to my house to locate the issue. Was told gas had not been disconnected and they would not come to my house to see why there was a gas issue. Temperatures were below freezing and I have a two year old son with no other heat source in my home. The next day, after telling the company I was concerned about a possible gas leak they discovered they did turn off my gas. I am still getting billed for the other address's gas usage, have not been billed for my actual address and they will not apply my payment to my actual address though I have made attempts to remedy this issue. I was forced to purchase a hotel to keep me and my child warm during freezing temperatures due to their negligence and unwillingness to come to the home to see they were the issue all along. This is affecting my credit and I am worried about another disconnection for "nonpayment".

  Business response

  01/25/2022

  Good morning, I apologize for the frustration.   We have corrected this and you currently have a credit on your account.   Please call customer service to request a check for the refund or it can sit on your account for future billing.     Thank you.   

• Initial Complaint

  10/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Piedmont Gas has been notified for 4 months to begin installation of natural gas at our newly constructed home at *** **** ****** *** ** *********** ** ****** The house was completed at the end of October and they have no intention and have given no timeline as to when they will come out and hook up our gas line. This prevents us from having heat, hot water and the ability to cook. The temperatures have been in the 30's this past week. The complete lack of customer service and care is terrible and because they have a monopoly on gas service in Yancey County, they won't allow anyone else to help them even though they don't have the manpower to do the work themselves. This is completely reckless of Piedmont Gas of Hickory.

  Business response

  11/05/2021

  Piedmont Natural Gas (PNG) records reflect consumer’s builder called PNG on September 16, 2021 to inquire on an update for service line installation. Piedmont had not received a request prior to September 16, 2021 as builder had sent original request to another gas supplier that does not service this area. At the time PNG received the request for installation the construction was almost completed.

  
  A sales representative contacted the builder and entered the order. Piedmont’s automated system will automatically schedule a tentative target date minimum of five (5) weeks out; target date 10/16/21. Unfortunately, due to high demand in the area and weather conditions, the installation was delayed.

  
  Our contractor spoke with the builder on October 29, 2021 and scheduled install date by November 5, 2021. Piedmont sales representative contacted consumer on November 1, 2021 and advised him of order to be worked. Contractor was able to complete line installation on November 3, 2021.

  
  Consumer will need to contact Piedmont Natural Gas to have a meter set once the gas equipment has been installed and passed inspection.

  
  We apologize for the consumer’s frustration and inconvenience.

• Initial Complaint

  07/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled Piedmont Natural Gas to run a gas line to my property a month in advance of the service needed. I was originally scheduled for July 20th. When they didn't show up I was informed by email that the install crew was running about a week behind. On Monday the 26th, I got an email saying my service would be run that day, I was on the list for work to be done. Again, they didn't show up! Today is Wednesday and no word from the gas company. I have contractors in a holding pattern until the gas company completes their work so they can come do theirs. My understanding is once the gas company runs the gas line, I have to make another appointment for them to come and set the meter before my contractors can be scheduled to do what they need to do.PNG services are completely unacceptable for a utility service that has monopolized the industry.

  Business response

  07/30/2021

  This service line has been completed as of this afternoon.   Weather delays had pushed the work back.   The inspection is in and the meter set is scheduled for Monday, August 2 as long as the weather allows.    Thank you.   

• Initial Complaint

  06/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While doing construction, Piedmont Natural Gas or their subcontractors caused damage to the walkway at the entrance to the house. I have called them repeatedly and gotten false promises that someone would call me back. They need to pay for the damages.

  Business response

  06/10/2021

  Our construction supervisor is on vacation this week, however, he will be in touch Monday or Tuesday next week to meet you at the site.     I apologize for the delay.   

• Initial Complaint

  06/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I enrolled in the equal payment plan which indicates "don't receive billing surprises." Well piefmont natural gas never set it up, and I informed them of rhe Cares Act which is still active.. I am still affected by Covid . I am an unemployed healthcare worker. I am getting minimal unemployment benefits and it does not cover all my bills.I can not even get food stamps. I signed up for the12c month payment plan many times. Now abruptly they turn off gas. Also I been making payments of 65-100 Dollars each month. Please advise and they turn off my gas during one of US major holiday. I want to celebrate our falling soldiers who sacrifice my father was one of those men but by God's grace he made it. Covid had an huge impact on everyone. Please Care!

  Business response

  06/01/2021

  Piedmont Natural Gas set up a long term deferred agreement with this customer in January 2021.   Some payments were received,  however, agreement was cancelled when due dates missed.   Customer was notified via voicemail on 5/19/21 and door tag on 5/24/21 that collections were resuming and customer would be disconnected.   Piedmont Natural Gas has not spoken with this customer since January 2021.  There is a large balance owing.   The disconnected was worked on Thursday 5/27/21 at 2:30 pm.   Will need payment and new agreement to restore service.   Thank you.   

• Initial Complaint

  05/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I enrolled in the equal payment plan which indicates "don't receive billing surprises." This was a surprise to be charges retroactively for gas usage. When I signed up this wasn't explained that charges would be effective from the start of the payment plan. Usually your payment goes up or you get a credit based on 12 month usage. COVID made a huge impact because we have kids home learning remotely and I'm working remotely too. I was confident that I wouldn't be received an unexpected bill once the 11-12 month come around. From paying $60-$80 to almost $400. Very disappointed. I have decided to cancel this plan.

  Business response

  05/13/2021

  I apologize that the Equal Payment Plan was not explained clearly when you enrolled.   Your billing statement each month keeps a running balance showing how you are doing, either with a credit or a debit.   At any time during the year, you could have called and increased your monthly payment to compensate for the larger bills we all received during the winter.  Again, we appreciate your business as a long term, great pay history customer.   Thank you.   

  Customer response

  05/13/2021

   I am rejecting this response because:
  
  Apology is not accepted. This is not righ. Poor training by company for mal information and getting people to enroll if there’s truly no way of saving

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