South Jersey Gas

Review: The company has NO customer service. When you call the wait time is usually 20 + minutes, and this is any time of the day. You finally get through (or the phone hangs up on you) and are told to leave a message and someone will call you back. Nobody ever calls though. You send emails requesting a call back and get the same response.

My heat has been locked out. I assume bc I didn't pay a $18 bill which I'm unsure of HOW I could have gotten to begin with. When I call to inquire about the bill, again, I get no response. Why would I pay a bill I don't feel I owe? I have not used gas since last winter as I only use it for heat. So are they charging me for not using gas? The last bill I paid was for $55 and AGAIN I had not used gas in over a month....so I wasn't sure why I was even paying that bill. But when I contacted CS I got no response.

THIS COMPANY IS AWFUL! The girl I sit with in my office was talking about the same exact issue. Being charged for not using gas, trying to call, and getting no response. They are a monopoly so they know they can flimflam the customer and nothing will happen. Now my toddler, middle schooler and teenager are COLD and suffering thanks to their awful business practice.Desired Settlement: I would like my gas turned on and an explanation of my bills. Perhaps, an explanation on why their customer service department is completely negligent...

Business

Response:

Technician went to property 10-19-2015 11:16am. When he arrived, he unlocked meter and completed dial test. The contractor and [redacted] were present and advised the technician that the plumber would turn gas on from house valve and lite the appliances. Via a BPU complaint, [redacted] was advised SJG completed their work order and she would have to contact her contractor to lite appliances.

Review: Our bill jumped to $361.67 because the meter readers were estimating what our usage was and never once in over 10 months got an actual reading. So they "estimated" what they thought our bill should be PRIOR to our next meter reading. Not once was I contacted to tell me that there was a problem with getting actual meter readings, regardless of the fact that my phone number and email address are on our account information. 2 emails were sent with regards to this bill prior to the due date, and were never responded to. The extraordinary long wait times on hold (45mins plus) make it almost impossible to resolve these issues. If the meter readers were having a hard time getting a reading, they should have notified me through a phone call or email, and this issue could have been resolved. No contact for 10 plus months is unacceptable.Desired Settlement: I would like this bill resolved, as it is not fair business practice to lay the responsibility of someone not doing their job, or notifying any superior as to the issue at our address. The fact that it's has gone on for over ten months is irresponsible and unacceptable. If your meter readers "estimates" were that far off, I would like to know what training your meter readers have to estimate what a family of five's gas consumption is, and what protocols were not followed in the communication chain. I think a fair resolution to this bill is we'll pay half of the amount, sjgas gets an ACTUAL reading, and I think that I wireless metering station should be installed so that this doesn't happen again.

Business

Response:

[redacted] was advised meter was estimated because Millennium (the company that reads the electric and gas meter) did not have access due to gate being locked. [redacted]s advised he has relocated his fence for access. Millennium was sent a fax on 09-14-2015 to advise customer has corrected fence issue.He states he was upset because he was never notified of access issue/estimates. Access letters were mailed on 03-04-2015 and 05-05-2015. Also made him aware that it is printed on his bill every moth if the reading is estimated or actual reading.Advised him Millennium may have to perform estimates in future based on weather. Instructed him how to enter a customer read onlin or over phone. Resolved?

Review: South Jersey Gas CompanyCustomer Information Center[redacted]Acct ID: Service Address: [redacted]Dear Sir/Madam:I am attaching a copy of the letter I received yesterday from you that you also sent to the [redacted] of Gloucester Twp.I unequivocally deny that any contractor in the past two years that I have resided at this address has entered my home to do work on the heater or the fireplace lines as your letter stated. In fact, based on what the service man told me when he came out, that when the service was turned on in Sept. or Oct. 2014 (I didnt know you shut me off last year and there was no reason for it according to your service rep. on the phone thus they came out and turned it back on) the S. J. service person should have done a pressure check on the line before restoring service. I will tell you he did not do that. We have never touched that value in the attic. After they turned on the gas I told my husband who was extremely ill at the time with CHF that I smelled gas in my bedroom. He didnt smell it, but told me to call. I did. Your service says only to reach out to the leak line if you have a gas leak. I didnt know if I did or not and there was no one to ask because I was constantly on hold. I checked the line in the bedroom fireplace and it was off. We have never used this fireplace. My husband though that since they just turned it on, may be the reason I smell it. The reason, I now know I smelled gas is because there is an attic vent in our bedroom and the line and heaters are in the attic. I continued to smell it but after a while I guess got use to the odor and was constantly putting fresheners in our room and spraying. If we would go out and our room was closed up, when we returned I always smelled it.However, I didnt know this was a leak. I called customer service too many times to count. No one ever answered the phone. You wait on hold, I have waited 3 times, over an hour regardingDesired Settlement: I have spoken to several people about this and they all same thing, you cannot speak to anyone at their customer service line. They need to provide customer service.I would like someone to contact me about fixing my bill and an apology for saying I had someone here work on my lines when that is not true.

Review: I had moved into my apartment back in august. I have been trying to get the gas turned on since September. It is now November. I have been told that the reason for no hook up is because of the past tenants owed a bill. I understand, so I did everything they had told me to do.( faxed over ALL documents they needed. copy of co, lease, id,etc. even took copies with landlord to one of there offices in person). I have been calling over& over again. I keep being told that they don't have the paperwork. (REALLY). I have a wife & my wife"s 84 yr old mother living with me & Gas is the ONLY source of heat. now I did not start the process until September because the only thing that runs on gas is heat. July& august were hot,so we did not need it yet then. NOW I WE DO. All we want is heat. We should not be penalized for someone else"s fault. I have done everything I could & nothing is happening. If someone would care enough to call me back. anything.Desired Settlement: I would like to have gas turned on so we can have heat.

Business

Response:

Mr. [redacted] contacted South Jersey Gas on 10/06/14 for service. He was asked to provide a lease and ID at this time.Lease and ID was received on 10/07/14. The date on the lease was 08/2014(no specific day); however was signed 02/01/14. Due to the conflicting information on the lease a certificate of occupancy was requested since the 02/01/14 dated would indicate Mr. [redacted] maybe responsible for past due amount.On 10/08/14 Landlord [redacted] called stating Mr. [redacted] moved in on 07/26/14. Again due to conflicting information a certificate of occupancy was requested from the landlord.Certificate of occupancy finally received on 11/01/14 and services were promptly transferred into Mr. [redacted] name. Delay was due to information not being sent when requested.

Review: CALL 1 30MIN ON HOLD, NEVER SPOKE TO LIVE PERSON.

CALL 2 10MIN CHOSE DIFFERENT PROMPTS. NEVER SPOKE LIVE PERSON

CALL 3 CALLED CORPORATE OFFICES, GOT TRANSFERRED TO VOICE-MAIL

CALL 4 CALLED CORPORATE OFFICES, GOT TRANSFERRED TO VOICE-MAIL

CALL 5 CALLED CORPORATE OFFICES, GOT TRANSFERRED TO VOICE-MAIL (OF ORIGINAL VOICE-MAIL)

CALL 6 CALLED CORPORATE OFFICES, GOT TRANSFERRED TO VOICEMAIL

CALL 7 CALLED CORPORATE OFFICES, GOT TRANSFERRED TO VOICEMAIL

CALL 8 CALLED CORPORATE OFFICES, GOT TRANSFERRED TO VOICEMAIL

CALL 9 CALLED CORPORATE OFFICES, GOT TRANSFERRED TO LIVE PERSON

55MINUTES HAD PASSED BY THIS TIME

GOT "NEW" ACCOUNT NUMBER AND PIN TO CREATE ONLINE ACCESS

SELF ADMITTED THAT NORMAL WAIT TIMES TO REACH A LIVE CUSTOMER SERVICE PERSON IS 43MINUTES

CREATED LOGIN

NO BILL AVAILABLE

CALL 10 CALLED CORPORATE OFFICES, GOT TRANSFERRED TO VOICEMAIL

CALL 11 CALLED CORPORATE OFFICES, GOT TRANSFERRED TO LIVE PERSON

ASKED IF ANY OTHER COMPANY OFFERS SERVICES IN MY AREA. NONE. SOUTH JERSEY HAS A MONOPOLY IN MY AREA.

WORRIED THAT I MIGHT RECEIVE LATE CHARGE FOR NON PAYMENT OF A BILL I CANT SEE/DONT HAVE ACCESS TO SEEDesired Settlement: TO NOT RECEIVE A LATE FEE. AN ANSWER TO WHAT A "DELIVERY CHARGE" IS. AS SEVERAL OTHER STATES DONT USE DELIVERY CHARGES. (PAYING FOR NON SERVICE).

FOR SOUTH JERSEY TO SHORTEN THE WAIT TIME TO A LIVE PERSON TO UNDER 10MIN WAIT TIME. (ADMITTED 43 MINUTE WAIT TIME IS UNACCEPTABLE)

Business

Response:

Mr. [redacted] spoke to Supervisor [redacted] on 10-17-14. He was advised South Jersey Gas does not charge late fees. All customers have a delivery charge of .30 a day for meter usage and service lines.Mr. [redacted] was provided multiple apologies for the wait time. Due to the implementation of new computer system the call volume has increase with cutomer trying to obtain new account/PIN numbers. Also, the cooler temperatures have increase callers trying to have gas turned on for the season. SJG has hired 30 new reps along with a new customer self service portal.

Review: I was contacted April 10,2014 by SJ Gas and told I had to have my meter replaced. I made an appointment, traveled 168 miles to accommodate them and they did not show up. They called that evening to apologize and whine about being overwhelmed. I told them to change the meter and I would let them know when I would return to have it turned on. They changed the meter 4/24/14, but never informed me until I called to find out. Each time I tried to reach them, the wait was an hour.

At the time of the first missed appointment, I was assured that because of my inconvenience, they would accommodate me within one day of a call the next time I would be at my home. I made an appointment two days before, confirmed the day before I drove to my unit,and called when I arrived, both times being assured I was scheduled. ( They always say, unless there is a gas leak.).

They did not show a second time. I have no heat or gas service.

I have no choice in gas service. This company is obviously understaffed with both customer service reps and repair personnel or contractors. They are very profitable, but could care less about their customers.

I am registering this complaint to provide my experience and disappointment . If I ran my businesses like them I would be out of business. They are the worst utility I have ever dealt with from Massachusetts to Pennsylvania, to NJ.Desired Settlement: Do what you say you will do. Connect your customer service team to your dispatcher. This is basic stuff. [redacted] senior management of the issues, and this complaint.

Business

Response:

South Jersey gas is a first response company. When appointments are made we advised our customer SJG works around gas leaks and emergencies. Due to the nature of our company we can not forsee such events. The meter did get exchanged on 04-26-14. The technician was at the property on 05-14-14 to restore services and called to another gas leak. Our customer stated he would be at property 05-15-14 after 12 noon howver when technician arrived nobody was there and services could not be restored. Customer states he will call when he is at property next to have SJG turn on, light the pilots and perfom safety check.In regards to the wait time to reach customer service, SJG does recognize the extensive long wait time our customers are experiencing in order to speak to someone regarding their account. Processes are in place to correct the situation and we are optimistic that our customers will see improvements in the near future.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I was at the property and the did NOT show. They called to say they were on their way, then the dispatcher called to say he was diverted. I waited up until 11:30 PM and no one showed on the May date. I finally got this resolved when I called on a weekend and got the emergency line.the guy would not light my pilots in the fireplace because he said they needed servicing.

Regards,

Review: I did not receive a bill from March 2015 to September 2015. I was on a Budget Plan, with an estimate balance each month. After no receiving a bill for the month of March I called and inquired about the issue. I was told I had a $0 balance and that they could not send me a bill because there was not a balance. I previously had issues in January and February with gas heat. After spending hundreds of dollars trying to fix my heater, it was determined that gas was not getting to the heater and the gas meter was replaced. I continued to call every month, in regards to not receiving a bill. I was told every month that I had a $0 balance and that there was not a bill for the company to send me. I indicated that I wanted a $0 balance bill for my records. SJG was unable to provide this. I also indicated that I did not want to receive a bill with a large balance as a result of error. This is exactly what happened. After months of being told I had a $0 balance, I was sent a bill for all the of months I was erroneously told I did not have a balance.Desired Settlement: I would like SJG to compensate me in some way. For months they indicated that I had a $0 balance, and then when they decide that it is an appropriate time for me to pay them a large sum, I am sent a bill that I cannot dispute. I called every month and made an attempt to receive a bill, and was told consistently that there was not a balance. It is not ethical for a company to tell me for months there is not a balance and then tell me there was an issue they corrected, revealing I had a balance for the previous six months they told me I did not have a balance.

Business

Response:

Customer was advised due to system error, bills did not genrate in March, April and May. Explained when she called the IVR system, the balance stated zero because a bill did not genrate and she did not have a balance when last bill in February did generate. Offered payment arrngement on balnce. Customer declined stating she paid bill in full. I advised no payments have posted. She stated it won't post until 09-28-2015. Gave her a $50.00 good customer relations credit and placed her back on her budget $80.00 per month. Resolved.

Review: In January 2015, my husband moved out. I closed the old SJ Gas account and opened a new one for the SAME address of [redacted]. On 1/31/2015, my husband sent $164.00 to SJ Gas as was billed to the old account number. On 2/3/2015, I sent $164.00 as was billed to the new account number. Both bills were for the address of service as above. Subsequently, I have received a bill for $235.16 for the old account number which should have been closed.

I have made multiple calls to SJ Gas and despite wait times of 115 minutes, can not get a person on the phone. The whole system is automated and disconnects you when they say there are "no call back slots available. Please try again later."

I have also sent two emails explaining the situation wiothout response. I received a reminder today that the bill is due. There is clearly a disconnect in the new system.Desired Settlement: I would like to speak with someone and receive an email clarifying the error of either not properly closing the first account,and/ or fraudulently double billing for the same service address.

Business

Response:

I spoke with Mrs. [redacted] on 3/9/15 and advised that previous account was originally on a budget plan. Due to the account being closed during the winter months, the budget had a settle up balance.

Review: My mom died 02/14/2015. Her apartment lease ended 03/25/15. A $559 Gas bill for 02/05-03/05 was sent (for a tiny 2 bedroom apt with a typical bill that exceeds $100 only in Jan and Feb). He apartment was vacant and thermostat at 58 from 02/14-03/05. Bill has to be error. I have called SJGas many dozen times only to sit on hold. I have emailed, faxed, and written letters. Finally received a call back last week, but missed the call. They have made no further attempt to contact me and resolve this matter. I sat on hold for 2 hours today (04/17). This is my last attempt to reach SJ Gas and rectify this problem. They have received two death certificates and two executor short certificates from me. They did switch the gas to the apartmnent management on 03/30 (should have been switched 03/25). They have never sent me a letter OR addressed the issue of the incorrect bill that was sent to me on 03/05/2015.Desired Settlement: I would like to receive a call immediately. If I am unavailable, I want a direct number that I can call back. It is virtually impossible to get through to South Jersey Gas. In fact, I have gone over my cell phone minutes two months in a row trying to contact them. This is my last attempt at resolution. I will make no further attempt to pay on an account of a deceased customer. I have gone above and beyond my obligation to settle this matter.

Business

Response:

Customer was contacted and advised bad reading on 3/5 due to inclimate weather. We received a verified reading on 3/30. Canceled previous bill and rebilled customer actual usage.

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.

Regards,

Review: I had been trying to contact SJ gas 3 weeks before I closed on a new house to have my gas service transferred. I would wait 2-3 hours at least twice and still would not have someone take my call. Then I tried to use the call back service and everytime I would select the day that they would call me back I would get the following message, " no more slots are available". Then I tried to go thru the web site and filled out a transfer of service form. I never heard back after a week. So I went on and filled out another still no contact from Sj gas. The day of my closing arrived and I asked the seller if he was able to do anything and he said no I could not contact them. He did a onlne request form but never heard back. We both did not know the status. I was in the house for two days when on Friday the 22nd of November at around 9am I noticed it was freezing in the house. I tried to reset the heater, then I went and checked outside and noticed the meter was shut off and locked. It was 18 degrees that night and I have a wife, 2-cats and a dog. I also was going away for a week to Colorado. I looked up local laws and it is illegal to turn gass off on a Friday. I finally was able to talk to a real person on Wed the 26th. I moved in on the 19th of November and except for the first two days I have had no heat. I have had trouble reaching anyone. This is unacceptable.Desired Settlement: I would like a significant credit towards my bill

Business

Response:

The seller, [redacted], contacted SJG on to issue a shut off scheduled for 11-21-14. The seller can not transfer services into a buyer's name. Mr. [redacted] was informed to have the buyer call to complete transfer prior to shut off to avoid interruption in service.Mr. [redacted] sent an e-mail from [redacted] on 11-22-14 requesting service after the gas had already been disconnected. The e-mail area that asks "what address" was left blank.Mr. [redacted] contacted the office via phone on 11-26-2014 and was given the next available appointment on 12-03-14.Technicians arrived to the property to find the lock had been illegally broke off the meter and Mr. [redacted] lit his own appliances. He states doesn't know how it happened. Technicians performed a safety check to assure there were no leaks at the property.

Review: I called the gas company it took me 45 minutes before I got to talk to someone They didn't even fix the problem. I live on a small apartment I work in two jobs 1st job [redacted] 2nd job [redacted] 08215. I only go to my apartment to sleep. What I am trying to explain I don't use the Gas heater or cook food that much because Im not at my apartment plus I leave the heater very low I don't understand why South jersey company is charging me $997.49 on the Gas bill that's a scam ! The gas company came to read the meter they did an estimate but they didn't fix the problem. I never in my holy life got a such ridiculous bills like that for a small apartment where I don't spend too much time in there. I called the Gas company They don't want to fix this problem I am getting very stress out.Desired Settlement: I want them to fix the problem of the bill amount of $997.49 that bill should not be more than $100. if not they will to appear at court for a scam

Business

Response:

Contacted customer and explained that she was billed low estimated readings the last 3 months and this bill was an actual reading for 4 months. Offered payment arrangements for 6 months and advised can check the meter reading to verify reading is correct.

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.

Regards,

Review: My family and I should not be without heat for more than a day and as I'm typing this complaint it is 5 days without heat. We're facing one of the coldest winters on record and this company could care less that we are without gas. When you call them it's a minimum of 45 minutes to talk to a representative and they can never give me a straight answer for how long we will have to wait for someone to come out to turn the gas back on. Then they give u a window of 16 hours from 7am to 11pm and it's not even guaranteed. They did not call me to tell me they weren't coming and it is a major inconvenience for my girlfriend and I to miss work and them not even come out. We've seen unorofessional at its best with this company. How is this company in business when there are no call no shows and rude customer service. I can't believe all the trouble we've been through...what a nightmare!!Desired Settlement: We would like an apology and a credit on our first gas bill. As a first time homeowner and brand new customer I shouldn't be treated like this for something that wasn't our fault. We would like to see a sense of urgency from this company in the future and better communication. Just downright awful!!!!

Business

Response:

Gas was connected on 3/4/15. Spoke with customer on 3/6 and apologized for the delay. Waived security deposit and activation fees in interest of good customer relations.

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.

Regards,