Peoples Natural Gas

Review: On Mar 24th of this year Peoples Gas dug up the street at the top of my driveway and at their curb box on my driveway to repair a gas leak. A restoration order was written at that time to re-asphalt these areas. It's been almost (4) months and nothing has been done. I have called customer service at least (3) times and sent them an e-mail. The customer service representatives said the work should have been done within two months and they will forward my request to their shop.Desired Settlement: Re-pave the areas as soon as possible before the loose stones cause damage.

Business

Response:

Thank you for giving us the opportunity to address Mr. [redacted]’s concerns. Peoples Gas did conduct maintenance of Company facilities near [redacted] in March of this year. This work resulted in some of the Customer’s property being disturbed. We apologize for any inconvenience this may have caused and for the delay in having the property returned to its original condition. We have escalated this matter to the operations department and the contractors responsible for this area. The Company will conduct all necessary restoration to the customer’s satisfaction as soon as possible. If Mr. [redacted] has any concerns in the meantime, he may contact me directly at ###-###-####. Once again, thank you for bringing this to our attention. Best, Matt S[redacted] Customer Relations Specialist Peoples Natural Gas Company ###-###-#### (D) [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: My service was disconnected for this company during the summer, when they were under the name [redacted]. I called them and let them know that the most I can pay is about $50 per month, and the agent on the phone told me that they will not send me to collections as long as I make regular payments. October rolls around and it is getting cold, so we decided to get the gas back on, but not in my name as I was planning to move out. At this point, [redacted] was now People's Gas. I called them to get the gas on in my father's name, and they emailed me to tell me that they would turn it on if I paid the back balance, plus a security deposit, plus a reconnection fee. I have this email saved if it is needed for review. I paid this amount, and also have the credit card statement corresponding to this payment. Now it has been 5 months, and I just received a collection notice in the mail. So even though I paid this company the back balance that was owed, they directly went behind my back and submitted my "balance" that no longer existed to a collection agency. I already filed a complaint with the collection agency.Desired Settlement: Remove the collection account. It is wrong. I have a paper trail to prove it. If anything is needed from me, please let me know.

Business

Response:

Tell us why here...We called and spoke with [redacted]- explained final bill balance $343.11 was to be transferred to his father's account when the October 20, 2014 payment was made. The transfer was never completed and the payment of $504.76 was used to pay a security deposit and an activation charge on the father's account and paid his budget in advance for 3 months. Advised would trsf balance to father and notify the collection company to stop collections and remove the information from his credit report. [redacted] indicated he was satisfied.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: The gas company had a leak on their side of the line. They left a note informing me the gas would be turned off from 9-3 the following day. I came home at 3:30 to find my gas off and a note to call because they couldn't turn it on when no one was home (cause so many people are home on weekdays before 5 pm). I called as soon as I got home. It was 55 degrees in my house and we had no heat, stove or hot water. They said someone would be there between 4 and 6. I called again at 6:06. Was told the tech was in Gibsonia but would most likely be with me next before "those city calls". At 7:07 called again, and was told tech was on his way. We haven't been able to eat. I have a child in house that is now 53 degrees. She can't shower for school. We can't leave since someone has to be here. I have to be up for work at 5. Called again at 8:00 and was told tech was in Springdale. We pay our bill, problem is not on our side, and yet they don't care!Desired Settlement: I'm going to need to leave for a hotel and dinner. Who's paying for that and who's paying for me to miss work?

Business

Response:

Ms. [redacted],

Thank you for bringing this matter to our attention and allowing us the opportunity to address Ms. [redacted]’s concerns. On December 7, 2015 Peoples Gas discovered a leak on the company line that needed to be repaired. A notice was provided to the customer explaining that the company would return on December 8, 2015 and there would be an interruption to the service until the necessary repairs were made. On December 8, 2015 at 1:47 P.M., after the repairs had been made, a door hanger was left at the property advising the customer when they returned home they may contact the company and schedule to have the service restored.

In review of Ms. [redacted]’s account, the customer was initially advised the service would be restored between 5:00 P.M and 6:00 P.M. While the company makes every attempt to accommodate the customer and complete these types of orders as soon as possible, emergency orders do take precedence. The customer’s concerns regarding her discussions with the company have been sent to the appropriate departments for review and any necessary training.

On December 8, 2015 gas service was restored.

Peoples Gas strives to provide quality customer service and apologizes for any inconvenience this may have caused.

We hope this information has been helpful. If Ms. [redacted] has any additional concerns, she may contact the Customer Service Center at ###-###-#### (8:00 A.M.-5:00 P.M. EST Monday through Friday).

Thank you again for allowing us with the opportunity to address this matter.

Thank you, Kristen E[redacted]/Customer RelationsPeoples Natural Gas###-###-####

Review: I had the acct. down to a zero balance and then they kept sending me high estimated bills demanding that I pay $200.00 and $300.00 a month when My wife and I are on perm. disability and both receive ssi and they are aware of this.And yet still demand us to pay them more than we can..We send them one payment in the beg. and then another payment at the end of the month for a total of $100.00 yet they are not satisfied with this yet we are to be on the cap program and when we are on that for help they ask us to only pay $85.00-$90.00 a month and it is hard either way because of our income and we send in what we can.Yet they have sent us a shut off notice and we just received it and yet they are to come tomorrow to shut off the service.For $186.48..Desired Settlement: them to stop sending us high estimated bills and stop sending us shut off notices when we are sending them payments even though it's tight each month we send them what we can.The last few months has been $100.00 ea. month so far this month they have received $55.00 we need money to eat and do our laundry and other stuff for the month as well.We can't just up and pay them all of our money..

Business

Response:

Thank you for allowing Peoples Natural Gas the opportunity to address Mr. [redacted] concerns.

Mr. [redacted] is currently enrolled in a special payment plan called the “Customer Assistance Program,” also known as “CAP.” Each month, rather than paying the full bill amount, customers under this plan are asked to remit a monthly CAP payment based on their income. This amount is fixed for one year and may be 8, 9, or 10% of the household’s gross monthly income.

If the monthly CAP amount is not paid in full, the remainder carries over to the next monthly bill. While the company does acknowledge and appreciate Mr. [redacted]’ good-faith effort to pay for service, beginning in January of 2014 the payments made did not fully satisfy the monthly CAP payment required. The unpaid portions of the agreement carried over from bill to bill. CAP customers are required to pay the full CAP amount each month to maintain service and remain on the program. Because the CAP agreement was past-due, a 10-day termination notice was issued to Mr. [redacted] on July 18th.

On July 30th Ms. [redacted] called Peoples to discuss the account. A company representative explained the terms of the CAP program and, as a good faith gesture, the company reset the CAP agreement on the account. Peoples will not pursue termination of service at this time. Beginning with the next monthly billing statement, the company will request payment of the monthly CAP amount based upon Mr. [redacted]’ current gross, monthly income.

As for Mr. [redacted] concern regarding estimated bills:

We attempt to read our meter every other month. For the months we do not attempt a read (or when we are unable to gain access to the meter) a reading is estimated. The company bases estimated bills on previous usage patterns and current weather conditions. If a bill is over- or under-estimated, the next actual read will correct the previous month's estimated bill. If Mr. [redacted] does not wish to receive estimated bills, he may provide the company with a customer reading of the meter. Mr. [redacted] is welcome to contact Peoples Natural Gas to inquire how and when to do this. Please keep in mind, however, that CAP customers are not required to pay the full bill amount. In other words, the required payment is not based on usage but rather is based on household income.

We hope this information is sufficient to satisfy Mr. [redacted] concerns. Please feel free to contact me if you have any questions.

Thank you,

Customer Relations

Peoples Natural Gas

###-###-####

Review: Peoples Natural Gas have given me the run around with hooking up my gas service. I had all the needed inspections done that are required. After all the loop holes they made me jump through they called and said the weather conditions were not safe for his workers. We live in western PA and it is January, it is going to snow. Peoples Natural Gas should be held responsible for hiring contractors to do the need work for their business necessities. They should be required to hire such contractors that can handle the workload of their customer base within the locations of their service. Outside temp is currently -11 and in my house it is 45 degrees. I am running as many electric heaters as my house can handle. I am currently 8 months pregnant and also have a 5 year old living in the house. My water pipes are on the verge of freezing and we are starting to fear for our lives. Peoples Natural Gas have refused to recognize the priority of our situation and do not feel that this is an emergency. Please help us.Desired Settlement: Turn our gas service on today before we lose everything.

Business

Response:

This is in response to the complaint received from [redacted] . Thank you for taking the time to contact Peoples Natural Gas and providing us with this opportunity to review Ms. [redacted]’s concerns.

In review of the account, Ms. [redacted] filed a complaint regarding this matter with the Public Utilities Commission on January 21, 2014. Peoples Gas researched and responded to Ms. [redacted]’s complaint on January 22nd, 2014. On January 28th, 2014 an update was provided to the PUC. They will review Ms. [redacted]’s complaint and render a decision.

Ms. [redacted] made application for installation of gas service at [redacted] on January 13, 2014. When the company receives a request for new gas service the request for service must first be approved. Once approved, the customer must contact a DOT certified plumber to test the service line and submit a completed Service Installation Record. Once received, the company installs the gas service as soon as possible. The company received Ms. [redacted]’s SIR on January 27, 2013. The tentative installation date for Ms. [redacted]’s service is January 30, 2014, weather permitting.

While the company recognizes Ms. [redacted]s sense of urgency, and is working to establish gas service as soon as possible, the company needs to follow the proper procedures in order to assure that all new application requirements have been met and that the service is safe.

As previously advised, the customer has a current case with the Public Utilities Commission.

Peoples Gas strives to provide quality customer service. We hope Ms. [redacted]’s concerns have been addressed. If you need additional information or have any questions, please feel free to contact me.

Sincerely,

Customer Relations Specialist

Review: My gas was turned off approximately 3:00 pm on October 13, 2015, due to a leak. There were two technicians from peoples gas that stated they are a twenty-four hour service so as soon as a certified plumber fixes the problem they will be back to turn it on. The leak was fixed on Wednesday October 14, 2015, and again I was told by the plumber that my gas would be turned back on. I called Peoples Gas around 7:15 pm, and was told by a guy named Don, that a work order was filled and a technician was responding. At 9:10 pm no one from Peoples Gas had came to turn on my gas. I called again and spoke to Don, and he placed me on hold. After five minutes he came back and said that no one would be here til the morning, because the plumber did not provide the paperwork til after two pm. I explained that I have four young children in the household and the temperature outside was in the flurries, and all my major appliances are fed by natural gas. I was told by Peoples Natural Gas technicians that turned my gas off that they may happen, but assured me that my gas would be turned back on. It is not right that I have been told by several people that they should becoming to turn my gas on and even there emergency section hotline said they would be turning my gas on. Now I have to spend another night with four young children inna house with no hot water or heat in temperatures that are falling into the fourties and thirties.

Consumer

Response:

I would like my services turned on immediately and to be compensated for loosing two days of work. I have had to pay over a 1000 dollars to have my pipes fixed, and cannot get anyone here to turn my gas on. My house is freezing!

Business

Response:

Attn; [redacted]Ref: [redacted] Dear [redacted]This letter is in response to the complaint dated October 15, 2015 for [redacted]ID: [redacted]). Thank you for taking the time to contact Peoples Gas and providing us with the opportunity to review Mr. [redacted]s concerns.On October 13, 2015 Peoples discovered a leak on the customer's service line at 1[redacted]. The gas was turned off for safety and the owner was notified to contact a plumber to have repairs made to the service line. Once repairs are made, and before service may be restored, the company must receive a Service Installation Record (SIR), from a certified DOT plumber, confirming that the necessary repairs have been made.Except during the winter season, when confirmation that the service line has been repaired is received after 2:00 P.M. the service is scheduled to be restored the following business day. During the winter months, the company does restore the gas service the same day. When Mr. [redacted] contacted the company for service restoration, the representative he spoke with incorrectly advised him that gas service would be restored that evening. The company apologizes for the inconvenience and has followed up with the employee involved for additional training.On October 14, 2015 the company received a completed SIR and a reconnection order was scheduled for October 15, 2015. Gas service has been restored as scheduled.I hope this information has been helpful; however, if I can be of further assistance, please feel free to contact me directly at ###-###-####, Monday through Friday, 7:30 A.M. - 4:00 P.M.Sincerely,

Review: today we received notification that gas service of a property that was sold to a new owner was never transferred out of our name as we were still being billed for services. Upon contacting customer service with people's natural gas we were advised that they would not take service out of our name and would continue billing us even though we no longer own and/or have any obligation what so ever to this property. They stated it is against policy to shut off someone's gas even though they legally purchased and now own a property and should have taken over responsibility of future billing. Peoples gas is forcing billing on individuals that have no interest and/or ownership of properties of the new owner doesn't call in to set up billing. They state that it is against policy and require the previous owner/managing agent to continue paying for services. Why would an individual who no longer owns a home and/or has no managing responsibility to the home continue to pay for someone else's service? If this is peoples gas policy to not shut off service, why wouldn't they take responsibility for it and seek payment from current owner. How can they hold someone else responsible for another's utility bill? If you don't pay your own account current they don't hesitate to shut off service at their discretion, yet the refuse to shut off service when someone's has to pay for it or will seek collection against someon who has no responsibility for the current occupants. This way of handling business is obsurd and has to end. They should not be able to force consumers to pay for others utilities. It's their billing, their service, they should handle it. Not innocent individuals that have nothing to do with another's actions.Desired Settlement: Poor customer service standards and policies need to be revised. Utility commission needs to stand on the consumers side n stop fraudulent billing from peoples gas.

Business

Response:

Ms. [redacted],

Thank you for bringing this matter to our attention. We have reviewed our records and have determined the following:

On Friday December 18, 2015 Mr. [redacted] contacted Peoples to inquire if the gas service for the location [redacted] was still active in his name and a representative advised him that it was. At that time the customer advised the company that the property was sold to a new owner approximately one month ago and requested the service be discontinued immediately. The representative asked Mr. [redacted] if anyone would be affected by the gas service being turned off and he stated that he did not know if the home was occupied. The agent advised Mr. [redacted] that the company needed to post a notice at the property prior to the disconnection to allow the new owner time to establish service. A supervisor call back was requested.

Later that day a supervisor contacted Mr. [redacted] and explained that Peoples was not previously notified there was a change in ownership and could not turn off the gas prior to posting a notice at the property. The customer advised he would have the new owner call to transfer the gas service.

Effective December 22, 2015 gas service at the address was cancelled in Mr. [redacted]’s name as a result of the current owner calling to transfer the service.

On December 29th Mr. [redacted]’s account was issued a new final bill for service through November 4, 2015 based on property records that show the home was sold on November 5, 2015.

We hope this information and adjustment have adequately satisfied Ms. [redacted]’s concerns. If Mr. [redacted] has any further questions, he may call me directly at [redacted].

Thank you again for allowing us the opportunity to address this matter.

Thank you,

Sara H[redacted] | Customer Relations

Review: My complaint involves the service I was attempting to receive, the manner in which it was handled, as well as the poor customer service I obtained in attempting to resolve the problem. I had scheduled to meet a service worker of People's at my new apartment between 12:00PM-4:00PM on 01/29/2016. I took the day off of work a week in advance to fit their schedule. In no such way was I instructed upon scheduling the appointment did the company inform me the member would only knock on the front door and leave without further contacting the resident to ensure they were not home. Around 4:30PM I walked outside to see if I could find the worker, instead to find a yellow tag from the company stating they missed me as no one was home. Mind you I was sitting in my top floor apartment waiting for the call that they were there to help me. My building does not have any type of a doorbell and the intercom buttons are broken without labels. I did inform during the appointment I was located In apartment 6, third floor. To my knowledge, this would indicate that knocking alone would not alert a resident on the top floor that one was outside. Additionally, to my knowledge, an individual would come to realize upon pressing any intercom button ( not being labeled and simply guessing which button belonged to a designated apartment) that they were disabled. Instead of calling the number associated with my account, this individual simply left without giving second doubt or effort to ensure if I was home. What happened to mission statements of the customer coming first? And how much effort would it take to reach out via phone to ENSURE the knocking on the top floor was not heard? This worker chose to leave and choose to leave with no heat during the weekend. I contacted the customer service line only to be connected to a very rude, inconsiderate representative, who only continued to tell me, with a high tone and rushed voice, that it was my fault I did not indicate during my appointment that I would want a phone call. Even after explaining that the representative during my appointment never mentioned this was an option and not part of their standard good customer service protocol, it was simply my own ignorance to let them know I would want to be treated with good customer service. They would not call a service worker to come back to my house that Friday, they would not schedule a call during the weekend, and they did not have any appointments open during the next week. They would not provide any type of discount on service, or accommodate, the problem at all. They simply said they could possibly stop by on the following Monday, and possibly have someone call 20 minutes prior to arriving ( any time during the day) , but this was not a guarantee. I am literally left without heat, without an answer, and feeling extremely angry, upset, and livid from my entire experience with People's Natural Gas. I do not recommend their service to anyone, and if I find out I can switch providers, I absolutely am leaving the company never to return, this is incredibly unacceptable.Desired Settlement: I would like to be discounted on my transfer fee of $70.00, or have it waived altogether, for this ridiculous stress your company bestowed on me. Additionally, I would like to be contacted by the company and provided an apology for the I was treated on 01/29/2016

Business

Response:

I contacted Ms. Walker and apologized for any misunderstandings or inconvenience we may have caused her. Rather than discounting the transfer fee I waived it entirely. Ms. Walker was satisfied with our resolution.If there is anything else I can do please contact me. Lynn P[redacted] Peoples Natural Gas###-###-####[redacted]

Review: A few months ago I notice a new charge on my gas bill that was never their before it is called a Capacity Charge and it is $1.5444 PER MCF. My Gas bill for Oct. was $13.61 THE Capacity charge for this $13.25 bill was $4.17. I don't think it's right that a gas company or any company can just add a charge to your bill to replace or repair worn parts that has probably already been added to the gas bill since the start of the gas company. Some time ago this came up on the news and the gas company said they did not know of this and it was a mistake and they were going to refund the money over several months to this day that has not happened and they are still charging my bill for a Capacity Charge. I they needed money to help pay to repair and replace Gas Lines if they just charged a customer $1.00 a month they would have millions of dollars to help pay for repair and replace gas Lines. A Capacity my self as well as a lot of people will not be ale to pay their Gas Bill. THIS NEEDS FIXED NOW.Desired Settlement: I WANT THE GAS CAPACITY CHARGE ON EVERYONE'S GAS BILL REMOVED AND IF THEY NEED MONEY TO HELP PAY FOR REPAIR AND REPLACEMENT CHARGE THEY SHOULD ONLY CHARGE A CUSTOMER $1.. A MONTH THE GAS COMPANY AS WELL AS THE ELECTRIC COMPANY ALSO CHARGE YOU A CUSTOMER CHARGE THIS CHARGE ON DUQUESNE LIGHT WENT FROM ABOUT $4.00 A MONTH TO ABOUT $14.00 PEOPLES GAS WAS ALREADY $14.00 DON'T YOU THINK IT'S ABOUT TIME TO STOP SCREWING THE CUSTOMERS.

Business

Response:

Thank you for contacting Peoples Gas. Per the information you requested in your inquiry to the Revdex.com.A Capacity Charge is a charge designed to recover the costs that the Company incurs to reserve capacity on interstate pipelines. The Capacity Charge is also sometimes called a Demand Charge.Peoples- Equitable Division historically included the rate for the capacity charge with the commodity charge and displayed it on the customer's bill as the Commodity Charge.Beginning April 1, 2015, the Company continued to charge customers the capacity charge, but it was displayed as its own line item on the bill.The information that was discussed on the news was concerning the DSIC Surcharge. This charge funds the repair, improvement and replacement of natural gas pipelines and related infrastructure.The DSIC percentage had been 0.00% since April 1, 2015. This was changed on August 1, 2015 to -3.87%. This is a credit amount and to your bill. Attached is the updated net billing schedule for Equitable Division effective August 1, 2015. Below is a description of how the DSIC charge/credit is calculated.Q. How is DSIC applied to my bill?DSIC applies to certain charges on your bill such as the customer charge and delivery charge. It does not apply to other charges such as gas costs. To calculate your DSIC charge, we add up the total due for each of the DSIC eligible charges and multiply that total by the DSIC percentage (0.35%) to arrive at the DSIC charge. For example:Total Bill $98.00DSIC eligible charges $54.00DSIC ($54.00 * 0.0387) $ 2.09**DSIC does not apply to gas costs (i.e. Capacity, Commodity, GCA) or State Tax Adjustment SurchargeWe hope the information provided was helpful and answers your questions. Please call ###-###-#### if you have further questions.

Review: I am forced to call monthly because my bill is incorrect. I am being charged for starting service deposit fee even though I had paid this deposit my very first month of service. Every month I get the bill, I call, talk to employees, and 'problem is fixed...send in this amount.' When I do send in my payment, I get a late fee because I did not pay the amount originally reported on my bill and there is still a large deposit fee listed. When I call to disputes this, they tell me the same things and will not reprint me and send me out a corrected bill (paper or electronic). I am tired of the hassle and the rude employees who hang up on my call as soon as they tell me the problem is resolved. I am not rude, I just want the assurance from that employee that I won't be calling back the next month for the exact same issue. I pay all my bills the moment they come in the mail and there should never be a late fee added to my bill.Desired Settlement: Please adjust all future bills. There should be no $120.20 charge for deposit fee.

Business

Response:

Good afternoon Ms. [redacted], Thank you for giving us the opportunity to address Ms. [redacted]’s concerns. In review of this account, we have determined the following: The security deposit of $92.00 assessed to begin service with us was indeed charged twice: once on the first bill prepared July 30, 2015 and again on the second bill prepared on August 27, 2015. The first deposit, along with the current charges for August, was paid in full. The August bill, however, included a second deposit of $92.00 and current charges of $28.20 for a total of $120.20. We received a customer payment of $28.20. That payment, however, was applied to the second deposit, leaving the current charges unpaid in the billing system. Thus, the next bill included a late payment charge of $0.42. Our records do show that Ms. [redacted] called on two occasions regarding this issue – once on September 2nd and again on October 6th. We apologize that this issue was not resolved with the first call. On October 6th we posted a credit of $0.42 for the late payment charge. Today we reversed the second deposit of $92.00. These changes will be outlined on the next billing statement. At this time only the current charges of $33.73 are due by the current due date of October 21, 2015. Again we apologize for any inconvenience this issue may have caused. If Ms. [redacted] has any questions she may call us at [redacted] and ask to speak with me directly. Thank you, [redacted] | Customer Relations Peoples Natural Gas [redacted]

Review: I am trying to turn gas services on at my new address. I was told I need to pay a security deposit based on a utility credit number. All other utility services that I have turned on in the past week ([redacted]) used the same number and said that I did not need to pay a deposit. After calling 5 times and faxing them letters of reference from [redacted] and another utility company, they refuse to "review my case" or wave the security deposit. On Thursday (7/9/15) I was told they would review my case by 2:00. I called today and they have still not reviewed my case. Each time I call and speak to customer service I am prevented from speaking to a manager, as I request, and I am not given an answer about the security deposit and each time I am given completely different information. I believe that they are attempting to get me to turn on services and will then stick me with a $250 bill. I believe they are doing what ever they can to get me to pay more than what I should have to. If I do not have service turned on soon, I will have to pay a service installation fee. No manager or supervisor has called me back.Desired Settlement: I want services scheduled to be turned on and I want my security deposit waved. I have given them the information they said they require to wave my security deposit and they are refusing to follow through with waving the security deposit.

Business

Response:

Dear Ms. [redacted] -- I would like to apologize for the inconvience you experienced in completing your application for service at the new address. Your security deposit has been waived. I will follow up with the management team of the Customer Service Center to share the difficulties you experienced. We look forward to serving you as a customer and regret that your first interaction with us was not a positive one. Thank you for bringing this situation to our attention so we can prevent future similar incidents.[redacted]Manager, Universal Service & Regulatory ProjectsPeoples Natural Gas

Review: New Gas lines were installed on my street by the gas company where the workers dug a whole in my front yard and have not covered up the whole. There were some rocks placed on top of the whole but it is still not covered. The workers also messed up my street, it now has a lot of cracks and wholes in it.Desired Settlement: I want our street to be repaired and be smoothly paved like it was prior to this work on gas lines. I want the whole to be covered up in my front yard.

Business

Response:

Main line renewal was scheduled in January. Due to the inclement weather, it was finished the first week of April. The following week the concrete contractor dug out the sidewalks. Sidewalk completion and paving of the street is scheduled for this week, weather permitting.I contacted Ms. [redacted] and advised her of the schedule and she was satisfied. She has my direct dial number should she have any further questions.

Review: People's Natural Gas made major changes in their website that impeded the ability to login for over a month from June to July. During that time I did not receive information about the change in my Budget Pay amount as I have a paperless statement. In July I called People's Natural Gas as my payment went up over $40/month. I asked them how I was supposed to bufet the difference when I was not able to see my account and that I wanted to make payment arrangements to have a budget pay that I could adjust to. I was treated rudely and told that if I did not make that payment I would be sent a Shutoff Notice, which I was. upon calling them on August 4th I asked, once again to pay a reasonable amount to catch up on the bill as they were now demanding over $900 be paid. The first time I was hung up on and the second time I was told that I would have to pay over $300 a month to get caught up or file a complaint with the PUC. That took me over 40 minutes from my WORK phone to get accompliished. I was treated extremely rudely and when I asked for a Supervisor I was told that they were in a meeting and that they would call me back within 24 to 48 hours. What kind of person, especially a working, widowed Mother of a 16 year old (which I am) has the time to be on the phone at work like that? What normal person has the time to understand the convoluted billing process? I RISK my job dealing with thee People because their hours of contact are the same as my working hours!! I jave filed a claim with the PUC and that took another 20 minutes!Desired Settlement: I want a BUDGET PAYMENT that is Reasonable and a BILL that MAKES SENSE!! NORMAL PEOPLE HAVE TO BUDGET THEIR MONEY. How is this possible with exorbitant changes in billing?

Business

Response:

Ref: [redacted], ID: [redacted]Dear Ms. [redacted],This letter is in response to the complaint received from [redacted]. Thank you for taking the time to contact Peoples Natural Gas and providing us with the opportunity to review Ms. [redacted]’s concerns.The account was enrolled in the budget billing program. The budget is reviewed and adjusted on a quarterly basis based on the usage at the premise and the current rates. The billing statement generated on April 30, 2015 advised the customer that after that month’s budget payment, the total budget payments for the budget year would be less than the cost of gas used. The company would divide the remaining account balance by 12 and add it to the new monthly budget payment.Ms. [redacted] advises she was unaware of the current budget change as she was unable to access her billing statement through e-Account. Peoples Natural Gas had scheduled maintenance on e-Account where the portal was down from June 30th through July 5th for the conversion of formal Equitable Gas customers. If Ms. [redacted] is ever having issues accessing e-Account she may always contact Peoples Natural Gas to request account information.On August 5, 2015, Peoples Natural Gas spoke with Ms. [redacted] and made payment arrangements on the account.The company strives to provide quality customer service and apologizes if Ms. [redacted] feels that she was treated rudely. The account will be sent to the Call Center Supervisor in regards to the customer’s concerns.The company has also responded to a complaint filed by Ms. [redacted] with the Public Utility Commission.If you need additional information or have any questions, please feel free to contact me directly at ###-###-####.Thank you,[redacted]Customer Relations Specialist

Review: I have been paying my People's Natural Gas bill using their budget billing option. It was my understanding when I signed up for this program that a customer could pay either the budget balance or the actual balance at any time when paying his or her bill. That had been the case when I used budget billing systems with other utilities.In December 2014, I was pleased to note that because I had been paying using the budget system, I had a 25.33 credit balance. Because of the extra expenses of the holiday season, I decided that I would delay paying my bill until the following month. I intended to catch up to paying the budget amount in January.I am now looking at the bill dated Dec. 29, 2014. I see that I was assessed a late fee of 1.87. I do not see how it is legally possible for People's to charge their customers a late fee for a bill when an account has a credit balance on the bill's due date. The budget billing program is optional, not mandatory. I would like my money back and other customers who have been penalized in the same situation should also receive a refund.I have an additional complaint: People's charges their customers a 3.95 "convenience fee" for paying online. Fortunately my bank allows me to pay bills online for free, but other customers may not have this option. Given the current wealth of the natural gas industry, particularly in Pennsylvania, I find it puzzling that People's finds it necessary to charge such an exorbitant fee for the simple service of paying bills online, a service most other major utilities offer for free. Since I started this complaint with a reference to the holidays, I will end it by saying that this practice makes the company seem penny-pinching and churlish, a veritable Scrooge among utilities.Desired Settlement: I would like the following:-At minimum, my 1.87 back-A review of fees that have been assessed to other customers using the budget billing system and a refund of any fees assessed on credit balances, at least for the year 2014-Free online bill payment through People's e-Account for all customers

Business

Response:

This is in response to the complaint received from [redacted] (ID #[redacted]). Thank you for taking the time to contact Peoples Gas and providing us with the opportunity to review Ms. [redacted]’s concerns.Ms. [redacted] currently participates in the budget billing program. The budget plan is designed for the customer to spread the cost of winter heating throughout the year by making balanced monthly payments. When participating in the budget billing plan you are paying the monthly budget amount and not the current charges. Therefore, at times the account may have an account balance or an account credit. A monthly budget payment is due each month regardless of the actual account balance. If the required budget payment is not received, a late payment charge is assessed based on the past due amount. In turn, if the customer’s monthly budget amount is less than the account balance, a late payment charge is not assessed as long as the required budget payment is made. The budget program is optional. If Ms[redacted] wishes to no longer participate in budget billing, she may contact the Customer Service Center at ###-###-####. As a one-time courtesy, Peoples Gas has reversed the late payment charge in the amount of $1.87.Peoples Natural Gas offers numerous options to remit payment. While certain payment options do require a processing fee, alternative payment options are available free of charge. All payment options may be viewed by visiting: [redacted]Peoples Natural Gas strives to provide quality customer service. We hope Ms. [redacted]’s concerns have been addressed. If you need additional information, please feel free to call ###-###-####, Monday Through Friday, 8:00 A.M. to 5:00 P.M.Sincerely, [redacted]Customer Relations Specialist

Review: I have been unable to log in to my account to view my statement. Every time I log in with my user name and password (which are up to date), the webpage is not available. I checked all options on online help and there are no solutions there. I requested a phone call by 2/21/2015, and instead received an email with a phone number to call. When I tried calling the number today, I heard a message that all offices are closed. I don't appreciate being billed and being unable to review my statement. When I reached out to customer service, all I received was an email. This is unacceptable to me.Desired Settlement: Access to my online account so I can review my statements, I don't think I should be expected to pay a bill without the opportunity to review it in advance.

Business

Response:

Tell us why here...We had our Information Technology Department contact the customer. He indicated:When he clicks on the link in the email, it takes him to the login page and when he tries to login, it does not take him anywhere for some time and then gives the error page. He said he used the recent email. He confirmed that he had special characters in the password. We explained to him that some special characters are restricted to avoid hacking.We asked him to reset his password to some simple password just to make sure that he can login. He said he cannot try that now but will try it tonight. It is agreed he should be able to view his bill before he pays it and has 20 days to do that. If changing the special characters does not correct his problem, he should call us back with the information.[redacted]

Consumer

Response:

Review: I live in an apartment they shut off the wrong gas meter which controls my heat, oven, stove and hot water. Was supposed to shut off the one next to my apartment because the tentant moved out. When I called Sunday they told me it was up in running. But I had a lock on mine and nothing was working. Than I called today and they said they will have someone come out and they will call me 15 minutes before they got there. They did not the guy called while he was there. So he left and when I called Peoples Natural Gas to come out they said they will come out tomorrow because they only go out one time in a day. So know I am still without my heat, water, stove, and oven since Friday evening and will not get it back on till Tuesday because of there mistake. Which I also have two little kids living with me.Desired Settlement: It was there mistake and I have to wait 4 days now I have to wait.

Business

Response:

This response is to the complaint received from [redacted]). Thank you for taking the time to contact Peoples Gas and providing us with this opportunity to review Ms. [redacted]’s concerns.

In review of the account, Ms. [redacted] resides at [redacted]).

On 11/01/13 a Customer Service Technician with Peoples Gas went to [redacted] to complete a turn off request by the current ratepayer of [redacted] ([redacted]). Due to human error, the Customer Service Technician shut the gas meter off that services Ms. [redacted]’s apartment ([redacted] ).

On 11/03/13 [redacted] contacted the company stating that her gas service to her apartment had been shut off. The company representative she spoke with advised Ms. [redacted] that the gas appeared to be on in the billing system. The representative advised Ms. [redacted] he would look into the inquiry and call her back. When the agent attempted to return Ms. [redacted]’s call he was unable to reach her and a voicemail was left advising Ms. [redacted] that if she was still having problems with the gas she may contact the Customer Service Center.

On 11/04/13 Ms. [redacted] contacted the company stating that she still did not have gas. At that time, the company discovered that the company had shut off the gas to apartment 10, rather than apartment 11, in error. The agent scheduled a same day turn on order.

A Customer Service Technician went to the premise to restore the gas service to [redacted] (Apt 10). The Customer Service Technician was unable to gain access to the premise and the gas was left off.

Ms. [redacted]’s sister contacted the company to advice that she missed the Service Technician and requested the company come back out to restore the gas service. The agent explained the company attempted to restore the gas service earlier that day and a turn on order could be scheduled for the next work day.

The company contacted Ms. [redacted]’s mother, at the number provided for the service order call ahead, and advised the company would return that day to restore gas service.

On 11/04/13 the company returned to the property and restored the gas service for [redacted].

This account has been sent to the appropriate departments for review and coaching.

Ms. [redacted]’s gas service had been restored. The company apologizes for any inconvenience the customer was called.

On 11/05/13 a company representative attempted to contact Ms. [redacted] regarding the happenings on the account. A message was left on the customer’s voicemail.

Peoples Gas strives to provide quality customer service. We hope Ms. [redacted]’s concerns have been addressed. If you need additional information or have any questions, please feel free to contact me directly at ###-###-####.

Sincerely,

Customer Relations Specialist.

Review: My gas meter is inside my house so once a year a meter reader has to come inside my home to read it. The gas company sent me a letter stating it was again time to read my meter. I tried to call in a meter reading because I would be unable (working 12 hr shifts 7am-7 pm) to let a meter reader in my house that week & the following week. The representative told me that was not sufficient. The following week the gas company called & asked to read my meter. I told the representative again that I was working 12 hr turns but I could call the following week to set something up. I was told that would be ok. Monday( the following week) I came home & found my gas was shut off.Why tell me it's ok if it's not??????? They lead me to believe that setting up an apt the following week was acceptable! I'd like to mention that I'm on automatic pay with people's natural gas. My gas bill is automatically paid out of my checking every month so I've never been late& I've never missed a payment!Desired Settlement: As a paying customer...I'd like to be told the truth!I'd like my gas turned back on!I also do not feel I should pay a. $50.00 reconnect fee!

Business

Response:

This letter is in response to the complaint received from [redacted]. Thank you for taking the time to contact Peoples Natural Gas and providing us with the opportunity to review Mr. [redacted] concerns regarding his gas account at 428 2nd Street.

Review: I paid Peoples Natural Gas a few years ago a past due amount and over the following three months they did not send a bill, statement, or any other correspondence until a final bill was sent for 1500.00. My pass due amount was paid in full to be current. And the past due amount was only for 5-6 months due to unemployment. My highest monthly bill in 3 years of service was 130 dollars. I am completely dumbfounded how I could accrue 1500 in new charges in 3 months. And of course by not receiving a bill, or bills and statements, even when I requested them, how could I know? My account is now in collections for a lower amount, but still greater than one thousand dollars.Desired Settlement: I would like copies or all statements listing the charges applied. I would then likely dispute them and fairly easily prove them false and exaggerated. If for some reason I cannot do that, Peoples Natural Gas should recognize my unemployment at the time (and over the winter season) as quaified for LIHEAP reimbursement (another matter entirely, but then they rejected my application for that as well)

Business

Response:

Thank you for giving us the opportunity to address Mr. [redacted]’s concerns.

Mr. [redacted] had an account with Peoples Natural Gas from December 2, 2009 through April 1, 2013 for natural gas service at [redacted]. During this time the company rendered monthly bills for the gas used and mailed them to the service address. The average monthly bill for this account was $60.00. The highest bill issued was $139.18 issued on February 1, 2014 for usage of 14.9 MCF of natural gas from December 31, 2012 to January 31, 2013. Beyond one occurrence on January 6, 2010, the account balance was never paid in full.

On March 25, 2013, Mr. [redacted] contacted Peoples Natural Gas and asked to end service in his name. The company obtained a final meter reading on April 1, 2013 and issued a final bill on April 2, 2013 bringing the Total Account Balance to $1,136.11. This balance includes unpaid charges for gas used between June 7, 2011 and April 1, 2013, a period of approximately 22 months. This final balance has remained unchanged since the rendering of the final bill. The company has no record of issuing a bill to Mr. [redacted] for $1,500.00.

On May 24, 2013 Peoples Natural Gas mailed a letter to Mr. [redacted] asking Mr. [redacted] to remit payment of the outstanding balance by June 23, 2013. The company mailed a second letter on June 24, 2013, asking Mr. [redacted] to remit payment of $1,136.11 to avoid referral of the debt to a collection agency. No payment was received and on July 5, 2013 the company referred the account to [redacted], a third party collection agency.

During Mr. [redacted]’s March 25th call to the company to request discontinuance of service, Mr. [redacted] did provide a forwarding address. The company mailed the final bill and the two collection warning letters to this address. On July 17, 2013 the company received back the June 24th letter by the USPS as undeliverable. The company re-mailed the letter to the same address but it was returned a second time (received by the company on July 26, 2013). Mr. [redacted] may contact the company and/or CPA to provide an alternate mailing address.

The company has spoken with Mr. [redacted] about the delinquency on this account on several occasions while the account was active. The company updated our records with the customer’s household income situation on March 23, 2011, April 13, 2012, and October 9, 2012. Mr. [redacted] did not indicate unemployment during these updates. The company did establish two payment arrangements to help Mr. [redacted] pay down the balance owed. Both of these arrangements, however, were not kept.

As for LIHEAP, the company does not process these applications. The LIEHAP guidelines are established by the Pennsylvania Department of Public Welfare.

At this time the outstanding balance of $1,136.11 is being managed by [redacted], a third party collection agency. Any payment arrangements for this balance must be discussed with [redacted].

The company will be sending Mr. [redacted] a Customer Utility Report explaining the above and providing details of the billing transactions and account balance. Any further questions regarding this account may be directed to our Customer Service Center at ###-###-#### (8:00 AM – 5:30 PM EST, Monday through Friday).

Thank you,

Customer Relations | Peoples Natural Gas

###-###-####

Review: My billing address was changed by Peoples with out my knowledge to an address I didn't live at. This caused my bill to be delivered to somewhere else. I found this out after I received NO warning or notification and my gas was shut off. When I called the billing department person helped figure out the address issue. They still charged me the shut off fee and reconnection fee even though the help person admitted it was their mistake. Now three months later the same thing has happened again and I am stuck paying fees for something I didnt do. They are a shady company that has the public trapped because I need their service to heat my home.Desired Settlement: A refund on the fees I incurred due to their mistake.

Business

Response:

This letter is in response to the complaint received from Mr. [redacted] (ID #[redacted]). Thank you for taking the time to contact Peoples Gas and providing us with the opportunity to review Mr. [redacted] concerns.

Mr. [redacted] currently has gas service at [redacted], PA. On December 13, 2013 Mr. [redacted] contacted Peoples Natural Gas and requested to begin gas service at a second address. An account was established for service at [redacted]. At that time, due to human error, the mailing address for [redacted] was updated to [redacted]. The bills for [redacted], issued after 12/13/13, were sent to [redacted]. Peoples Gas did not receive any returned mail on the account. Mr. [redacted] never contacted the company to advise he was not receiving the bills for service at [redacted].

On April 16, 2014 a termination notice for [redacted] was issued. On April 24, 2014 the company completed a personal contact. The customer validated and listened to the message. On May 6, 2014 the gas service at [redacted] was turned off for non-payment. On May 6, 2014 Mr. [redacted] provided a confirmation number for the amount needed to restore gas service and service at [redacted] was restored on May 7, 2014.

After service was restored, two more bills for [redacted] were issued to [redacted]. On June 17, 2014 a termination notice was mailed to Mr. [redacted]. On July 8, 2014 a personal contact notice was posted at [redacted]. Mr. [redacted] contacted Peoples Natural Gas and a payment agreement was established on the account. The agent updated the mailing address for service at [redacted]. All correspondence will now be sent to the service address. The company apologizes for any inconvenience this may have caused the customer. This matter has been sent to the appropriate department for review and training.

Mr. [redacted]’s service has not been turned off for non-payment a second time, as stated in the complaint.

On July 8, 2014, the company contacted Mr. [redacted] regarding his complaint. The company has reversed the $50.00 reconnection fee that had previously been billed to Mr. [redacted]’s account.

Peoples Gas strives to provide quality customer service. If you need additional information or have any questions, please feel free to contact me directly at ###-###-####.

Sincerely,

Customer Relations

Review: I called to have my service disconnected at my old address and they didn't setup the disconnect and they didn't document my request. They continued to bill me for service at my old address for 30 days even though I had called them and vacated the address. I called them on 11-30-15 and the woman said it wasn't her problem that they screwed up and they don't have to correct anything. She was very ignorant and condescending.Desired Settlement: I would like a credit to placed on the account for my new address.

Business

Response:

Ms. [redacted], Thank you for bringing this matter to our attention. We have reviewed our records and have determined the following: Ms. [redacted] had an account with Peoples for gas service at [redacted] Pittsburgh. On September 11, 2015 Ms. [redacted] called Peoples Natural Gas and asked to transfer her service from [redacted] in Pittsburgh on October 31st. The Representative with whom Ms. [redacted] spoke advised that the Company is unable to schedule a work order beyond 30 days and advised Ms. [redacted] to call back in the beginning of October to arrange this. Ms. [redacted] called back on September 14, 2015 and requested that the Company transfer service at [redacted] Drive into her name as soon as possible. The Representative scheduled a transfer of service for September 15th. Ms. [redacted] then stated that she will remain at the old address for a time and asked to end her account there as of October 30th. The Representative reiterated that the Company is unable to schedule a work order beyond 30 days and advised Ms. [redacted] to call back in the beginning of October. Ms. [redacted] stated that she will call back on a later date. Being that the [redacted] Road account remained active, on November 23rd the Company issued a monthly bill for service at [redacted] Road from October 22nd to November 20th. On November 27th Ms. [redacted] used the Company’s online web service to finalize her account for service at [redacted] Road. A work order was scheduled for December 1st to obtain an actual reading and transfer service from Ms. [redacted] to the landlord. Peoples does not have record of Ms. [redacted] calling back between September 14th and November 27th to request discontinuance of service at [redacted] Road. However, as a courtesy, the Company has reversed the November billing and issued a final bill for service at [redacted] Road through October 30, 2015. This resulted in a final credit balance of $103.37. The Company will issue a refund check to Ms. [redacted] in that amount on December 2nd. We hope this information and adjustment have adequately satisfied Ms. [redacted]’s concerns. If Ms. [redacted] has any further questions, she may contact us at ###-###-#### (8:00 AM – 5:00 PM EST Monday through Friday) and ask for Matt in Customer Relations. Thank you again for allowing us the opportunity to address this matter. Thank you, Matt S[redacted] Customer Relations Peoples Natural Gas ###-###-#### [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.