South Jersey Gas

Review: South Jersey Gas, installed gas main down my road in Oct.2013. At that time I told the install crew that an irrigation main for our farm ran under the road, where they would be digging. They installed the gas main and everything was good, till June 18th when we turned on the pump for the water irrigation to our farm,

we had a geyser coming up right where I told the SJGas crew dug in the gas main. I have since tried to call SJG and was able to talk to customer service , which in turn said they would file a service ticket, and someone would call me with in 48 hrs. No one did. I ten called SJG customer service and was on hold for over 1 hour, I then used there automated system to have my call returned 2xs! I have not received a phone call as of yet. I then used their E mail system, for a service compliant,

this past Friday 6/28. I have yet to get a call or e mail etc.

We need to start irrigation very soon, or we will start to lose our crops, all I want is for some one a SJG to contact me and come out to the farm and fix this problem.Desired Settlement: We will supply the parts to fix our water main, if SJG will come out and dig it up, since we cant because of the gas main in the way.

Business

Response:

[redacted] was contacted on 07-02-14 at 5:30pm due to a Board of Public Utility complaint regarding this issue. The construction department met with [redacted] to resolve his issue. Customer was satified with the actions to resolve issue and The Board of Public Utilities has closed this file.

Review: I had an account with South Jersey Gas while living at [redacted] I moved from this address on 3/01/2014. We called to transfer service into the name of my landlord, [redacted] Their properties are handled by [redacted] at [redacted] in [redacted], phone # [redacted]. We were told service would be transferred as of 3/3/2014 as they can not transfer services over the weekend. On April 10 I received a bill from SJ Gas indicating the bill was still in my name and that we owed $443.82. I called customer service at [redacted] and spoke with [redacted] She informed me service had not been transferred because they were unable to complete the necessary meter reading to cancel service. She assured me as soon as they got the meter reading they would be able to transfer the service and back date it to 3.2. She also assured me my account would not be placed for collections while we were resolving this issue. I gave her the contact information for Mrs.[redacted] so she could reach out and get the meter reading. On 4/10 Mrs. [redacted] sent the meter reading to [redacted] which was [redacted], meter [redacted] being [redacted] meter. We received a confirmation e-mail from [redacted] that this information had been forwarded to [redacted] On 4/29 I called SJ Gas customer service again to verify service had been transferred. I was informed via automated system that service had not been transferred and I now owe more than $700, and my account is in danger of being placed in collections. Due to high volume, they were unable to take my call and had no available slots to receive call backs.Desired Settlement: I want service transferred out of my name as of 03/03/2014 and transferred to the name of my Landlord or their property management company. If this account is placed for collections before the billing issue is resolved I would like a refund of any fees associated with the placement. I am willing to pay the final bill as soon as they transfer services and provide me with a prorated bill showing the amount I owe for services rendered up to 03/03, which SJ Gas has so far been unwilling to provide me.

Business

Response:

[redacted] contacted our office on 02-25-14 for transfer of services. [redacted] was advised we needed a meter reading to complete transfer since the meter is located in the front closet of the property. They never called back with a reading therefore transaction was not completed by customer.

Ms. [redacted] contacted our office on 04-09-14 to advise services needed to be transferred to [redacted] She was advised we needed a meter reading to complete the transfer. She was also advised once we had the reading her account would be adjusted to 03-01-14.

A bill was mailed on 04-09-14. We received a meter reading on 04-11-14 and Ms. [redacted] account was adjusted back to 03-01-14 and a final bill sent. Please see final bill attached. There was a large balance due to customer not paying her account in full each month, not providing acces for a mothly meter reading and bills being underestimated. Once an actual reading was obtained SJG was able to bill for the proper usage by Ms. [redacted]

Review: South Jersey Gas has been billing us for months for a repair charge we never had done. They admitted to the mistake but tell us they can not find the billing error on their end. However, the error still is on our bill for $251.43. We have contacted them and a company called [redacted] several times and were told this would be resolved and not to worry. Now they have sent a letter stating they will shut off our gas if they do not receive payment for a charge of $236.05. This charge was a payment we made on March 30th through [redacted]. On the following bill they even thanked me for my payment of $236.05. Their customer service is of no help and needs to be addressed. This is not the first time SJ Gas has been in the news for unfair billing. I am tried of being harassed by their billing department. Thank you for addressing this complaint.Desired Settlement: I would like a letter stating they have removed the repair charge and have received our March payment. I want them to address their customer service department. Leaving people on hold for 2 hours and then can not do anything for you or try to pass you off to someone else who also knows nothing needs to be changed.

Business

Response:

We have received the payments of $236.05 3/20/15, $124.01 4/21/15, and $77.76 5/19/2015. An adjustment has been done to have the charge of $251.43 removed. This will bring the customers balance to zero until his June bill is generated. He will see the charge has been removed when he receives his June bill.

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: South Jersey Gas has relatively recently switched their internet service website and call in telephone service. The new website interface as well as telephone prompt is horrible, however that is not the reason for complaint. I have been locked out of my account for about a month. I have been unable to reach anyone at the company over many calls. Their wait times are always excessive. On two occasions I have requested a call back when offered by the call in line due to the very long wait projected (hours). On neither occasion was a call back received.

I have now received an e-mail notice of the late bill, which I'm sure will escalate to a credit filing if not processed soon. This company's recent serious degradation in customer service is unacceptable and may soon cause harm to my personal credit because of their inability to honor service commitments (basic customer service of unlocking a locked account needed to pay my bill). I've sent a second e-mail to their customer service to attempt again to reach them, however I suspect it will be ignored like my first.Desired Settlement: Ideally, this company should repair their now unusable customer service options. I have been a customer for years and never have I been so frustrated trying to reach a company to give them my money. The recent changes are serious downgrades and do not in any way improve the service. I suspect the downgrade in service was a financial decision to increase profit, but my bill has certainly not reduced from all the savings in cutbacks to customer service. It is a shameful move and I'm now considering changing companies as a result.

At a minimum, I want to ensure that my account and my credit is not besmirched as a result of the "late" payment, for my website account access to be rendered usable again, and to receive a call back as promised by their telephone prompts.

Business

Response:

Customer was contacted on 2/6/15 and assisted with logging on to our online system.

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. Please note that the business representative indicated that they are aware of the many complaints they have received thus far on the website and related services. They indicated they were working on corrections, but I have not yet seen progress. Presumably they will do so at some point in the near future...

Regards,

Review: Failed to process my shut off at my old address and turn on at my new address. Continued to charge me for service at my old address. Too long and complicated to list everyting but I have spent 10 hours on the phone, much of it on hold, and when I explain to customer service they tell me I need to speak to billing and transfer me. Then I get a recording that basically says we're too busy, call back and then hang up on me. There is no option to go directly to billing so every time I call customer service, the same process takes place. Once I was able to leave a call back request, which by the way was 24 hours later, and when the call back came it was a recording putting me on hold again. They have once again charged me for a Returned Bank Item on my old account even though there has been no such thing as they are still withdrawing money from my bank for that account.Desired Settlement: I want a phone call from a supervisor who can actually straighten this out and stop taking payments from my old address from my bank account.

Review: In 2012, I bought my first home on [redacted] Shortly thereafter I either received a call or a notice that I could be put on a Budget plan. Since I had lost my $140k salary career the same month of the phone call or notice, I accepted the budget plan. Side Note: Since that career, I have made less than 15k a year, mind you, I am the sole person on this mortgage.

I recently spoke with my neighbor who has a household of 4 members. She said her gas bill was no more than $70.00 a month. In October 2015 I decided to call SJG and explain that I felt I was paying too much. The customer service representative said that I was paying whatever the average of the LAST homeowner was paying. I immediately stopped the budget plan. The customer service representative then read me my costs of each month for 2014 and 2015 which were not coming out of an average close to what I was paying.

I was paying $110.00 since June 2012 and as of October 2015 stopped the plan. I am asking SJG to:

A. Provide me with an explanation of why I was not told they would be using the previous homeowners gas bills for MY average.

B. Why there is not an auditing system in place to adjust the budget plans for homeowners. Meaning, if I moved in 2012, then why wasn't there a system set in place for the company to check my 2013-2014 bill and adjust my budget plan according based on the new average?

C. Since SJG knew a new homeowner was moving into the home, since there was a name change on their account, why wouldn't they wait to determine an average for that new homeowner?

D. Why has there been nothing done to compensate my loss by SJG after they now know of their mistake?

At the time, I was a new homeowner and new to New Jersey. I thought they received an average from other homes in the neighborhood that were similar to mine or that they had another process to determine an average for my home. I did not know they used a previous homeowner's average for my average.Desired Settlement: I would like SJG to average my June 2012-June 2013, June 2013-June 2014, and lastly June 2014-October 2015 gas bills and refund me the amount by deducting from what I was paying per month ($110.00).

I am open to other suggestions on how I can get my money back for another homeowners average.

Business

Response:

Company spoke to customer and explained the budget is based on the previous 12 month usage at the premise. Prior to system conversion it was revised every May. The revison was printed on the bills. Settle-up month was each September prior to 2014. Once system converted there was no longer a settle-up in September, allowing the customer to roll any balnce into the following year budget. If there was a credit, it was indicated on the bill. This credit was applied toward current bill or if customer requested refund, check would be cut. The customer cancelled her budget in 09-2015 and had a settle-up balance of $32.72. This amount was paid with her next bill leaving her with a zero balance. Customer is not due any refunds as she was only charged for the actual gas used.

Review: my bill for the past two months has been unexplainably high. I have tried to call on numerous occasions, always holding for hours. The smallest amount of time I was told I would hold it was 98 minutes. I have yet to speak to anyone.That is truly ridiculous. I even took their own advice on their website and emailed, stating that I was not going to pay my bill until I got some explanation of the high charges. Its been weeks and I still have not gotten a replyDesired Settlement: I would like a phone call explaining why my charges are so high, and then to have them fixed immediately

Business

Response:

Contacted customer and went over bills. Advised all verified readings this winter except for November 2014. Compared usage from this year to last year and only used 11 cubic feet more of gas this year.

Review: We have been having problems with South Jersey Gas for the past 16 years in our residence. We just received our latest bill last week in the mail; South Jersey Gas sent us an estimated bill in the amount of $1,362.39! When my husband called them on Monday, December 2, they were under a high volume of calls and was told that would call him back on Wednesday, December 4. They called him back on that day, and he was told we received such a high bill, because our meter was not read. We have told South Jersey Gas many times over the years, the meter reader guy that works on our street never comes to our house. As I have seen with my own eyes many times, he will walk right by our house and not stop here. He is always on his cell phone while he is working. We also were told a few years back, he would not come to our house because he said we have rat traps and rats on the side of our house and in the backyard. My husband at that time told South Jersey Gas that was not true. We have never had rats or rat traps in our yard! We are getting really aggravated and annoyed with this company; first their worker does not do his job properly and second, they then have the nerve to send us a bill in that amount! We have called before to get a reading and when the guy came out, he came out at 6:50 am ringing the door bell, with small children in the house. We know that South Jersey Gas contracts the [redacted] Company to do their meter readings. We also know others in the neighborhood complaining of the same complaints we are.Desired Settlement: We want South Jersey Gas to have their worker come to our house to get the readings of the meter. We no longer want to receive bills in this ridiculous amount. We want an adjustment on our bill. And we would like to know why there is a customer charge on the bill in the amount of $8.33

Business

Response:

Good Morning,

I spoke to [redacted] 12/9 and advised her that notice was sent to the [redacted] Supervisor to investigate the complaint, and to also speak to Meter Reader. I gave the information [redacted] gave me on how to access their property to the meter reading company also. [redacted] is aware that the bill she received for that amount should not have been sent out, as it was clearly too high, and accepted our apologies for that. I gave her my personal line to contact me if this issue is not rectified immediately.

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 have contacted South Jersey Gas several to start my gas service at my condominium property, I brought over 3 weeks ago [redacted]. The South Jersey Gas says there is no listing of my property address for the service. They have told me there is from service for 107 - 113 condo units in my development but my place 106 is the same building as 107-113 units. I have had my home inspector and a plumber confirm I have a gas furnace and a gas line. Unfortunately, sounds like their records are wrong and customer service is passing me around to other departments who can't help me or don't call me back. The customer service phone is line overwhelmed with phone calls and I am forced to schedule a call back phone call two days from the day I contact them. The customer phone line is only open from Monday Through Friday 8 am to 4:30 pm. Please winter is coming I don't want to have no heat in my place......Desired Settlement: A knowledgeable South Jersey Gas representative who can contact me and help get the service on to my address.

Business

Response:

[redacted] provided the incorrect address. His ctual address is [redacted]. Once the correct information was provided, services were immediately transferred into his name.

Review: I have received bills from South Jersey Gas that are significantly higher than reasonable (ie: it would be impossible to use that much gas without a large scale gas leak). I have been in touch with them two times before being disconnected by their customer service team both times. I have recently tried to get through to their phone system and cannot due to call volume. I have not paid the bill, but am concerned that I am hurting my credit because it's taking so long to get resolution and they have not given instruction one way or another. The last call they transferred me out for a call back and then disconnected me after saying no call times were available.Desired Settlement: I would like to cure the billing problem so I can pay my bill and remaining in good credit standing.

Business

Response:

Customer was contacted and advised that he was bill estimated readings from November through January at zero usage. We obtained a verified reading in February that generated a high bill for 4 months. Verified reading also obtained on March 30 to validate bill.

Review: I purchased a new home address list on this complaint in November 2014. I have not recived a bill nor can I go online to get my account information because I don't know my account number. I called there customer service number multiple times over the past two weeks and the hold time is over 80 minutes long. They have a return call feature, so I accepted for a return call last Friday, I did get one but was unable to answer because I was in a meeting with a client.

I am so frustrated and worried I dont want them to shut off my gas with extreme weather. All I am trying to have completed is to get my account information and pay my bill.

My neighbor is also having diffuclty with south Jersey gas as well.Desired Settlement: Get my account number, my bill, and confirm the mailing address of any future bills or correspondance. My primary mailing address is [redacted], NJ 08085

Business

Response:

Spoke with customer and corrected mailing address for the bill. First bill was mailed on 2/26/15. Mailed and emailed customer a copy of their bill.

Review: I rent a property at [redacted] NJ. On mid-December 2014 the tenants moved out and new ones moved in on January1, 2015. I informed South Jersey Gas and had them change the account to my name. I expected them to send me a close out bill. Instead I received a bill from [redacted]. I am retired having worked as a senior executive at one of Philadelphia's largest employers and I have to say, South Jersey Gas is one of the most incompetent customer service companies that I have come up against. I spoke to the gentelman from [redacted] and informed him that I would pay the bill (I have no way of verifying is accuracy) but that I would pay it directly to South Jersey Gas, not to a collection agency. My credit score is close to 800. He agreed and asked that I let SJG know. Unfortunately I cannot. I have tried to call their phone number and its always busy.Desired Settlement: I want them to accept my payment and make sure that the collection agency is notified that it was THEIR mistake and that no action be noted that would in any way affect my credit rating. I would like a copy of the letter that they send to [redacted] Under separate cover I would like a written apology.

Business

Response:

Contacted customer and was very upset that we forwarded his account to a Collection Agency. Advised that it will not affect his credit score. Customer made payment through bank on old account number, advised will locate payment and call back to confirm. Left message on 3/16 that we located payment and he no longer has a balance with us.

Business

Response:

We have written a letter to the collection agency and will be sending the customer a copy.

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 I accept their response. I had asked for a written apology and I still await such a letter. There needs to be consequences for poor management practices and the only way to get company personnel to change these practices is for customers to demand accountability.

Regards,

This is the worst company I have ever dealt with. Their customer service is abysmal, with no accountability and completely unprofessional. I was on the automatic payment plan, with the monthly fee being debited from my checking account. The amount was supposedly a set amount each month. However, multiple times my account was accessed to withdraw several months worth of my monthly billed amount. Upon calling (multiple times), at first I was assured the situation would be corrected and then told I would need to wait almost a month before the money would be refunded to me. I was told there was no way for them to expedite the refund of the several hundred dollars which had been debited from my checking account in error. Upon requesting to talk to a supervisor at SJ Gas, I was told none were available but that I would receive a call back. Almost a week later, and after several more calls on my part, I am still waiting.

Review: I have contacted customer service and unable to reach someone, the bills being mailed to me are not matching the amounts due online and I am trying to PAY for my gas usage. Without someone from customer service reaching out to me, I can't pay a bill.Desired Settlement: I would just like someone to call me back and the company to provide a telephone number where you can reach a live human being.

Review: I have not received a gas bill in 3 months, which I one was incorrect. When calling the first couple of months I was told their was a 0$ balance on y account( which I also knew had to be incorrect). I finally called again today to check on this issue and asked to speak to a supervisor, who then told me they would check into it further. I was then told their was a large balance on my account and they were having issues because they now have a new billing system. I never received a letter or notice stating this issue. If I hadn't called and asked to speak with a supervisor today I would've continually been told I had a 0$ balance and my actual balance would have accrued into an even larger balance then it already is. I then spoke with two supervisors, the second one by the name of [redacted], who told me their was nothing they could do for me except put me on a budget plan, and I would have to pay this amount on top of my future gas bills every month until the balance was paid off. I then went on to say how I never received a notice about this billing issue or new billing system. She said that letters were sent out to SOME customers and that their was a story on the news about their issues, and that she's sorry but their is nothing else she can do. For being such a large company I think this is absurd, I pay my gas bill on time every month and I am a good customer. Now I am behind on my bill, which I am very upset about. I am also upset because I checked on this several times, as soon as I noticed I didn't receive a gas bill in the mail in awhile and I was told their was no issue and I had a 0$ balance! I am also upset that the only thing they could do was balance bill me. When in reality they should be writing this off or at least the first two months off! In no way am I trying to "get over" on them, it simply comes down the fact that I tried to reach out to them before it wen this far and was told their was no issue, now I have this large bill to take care of.Desired Settlement: I am also upset that the only thing they could offer me was balance billing me. When in reality they should be writing this off. In no way am I trying to "get over" on them, it simply comes down to the fact that I tried to reach out to them before it went this far and was told their was no issue, now I have this large bill to take care of, whether it balanced billed or not, I now have to pay the balance bill monthly on top of my normal gas bill. People who have a budget and live pay check to pay check are now put into a very difficult position. One that is not their fault.

Business

Response:

The customer didn't receive any bills from February through May due to system error. She was billed a large amount of $377.20 on her May bill to make up for usage from February to April. Although this was our error, she is being billed for actual gas usage. A 12 month arrangement was offered to help pay off the balance.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: now due to the companies error I am now behind on my bill, and have to pay more each month. I tried several times to contact them and it took them 3 months to fix their mistake, and it was only fixed because I finally spoke with a supervisor. I was never contacted about the billing issue they were having! I should have been notified. This is terrible to do to a good and responsible customer who is never late with paying her bills. This is unfair and the company thinks that they can get away with doing this to their customers and then have them backed up on their bills. Offered a payment plan ofn12 months or not I am still behind due to the companies mistake. This never would have happened if I was told the correct information the first couple times I called south jersey gas.

Regards,

Review: My recent bill for the month of January indicates an incorrect meter reading of 1554. Due to this error my bill is $591.74. I personally took the reading on February 18, 2015, which is almost 3 weeks after the reading was taken, and that reading was 1487. It was still lower than what South Jersey claims. I have made several attempts (email, letter, and phone) to contact South Jersey Gas and was unable to get this matter resolved.Desired Settlement: I would like South Jersey Gas to correct their mistake and send me an updated bill which should be no more than my previous month’s bill. My last month's bill was in the amount of $226.70

Business

Response:

I spoke with customer on 3/24 and he sent me a picture of his meter reading from 2/18/15. We used that reading to calculate his final bill as of 1/31/15. A new bill has been generated and both mailed and emailed to the customer. A message was left for the customer to call me back with any additional questions.

Review: I have always prepaid my bill and requested service be terminated at [redacted], NJ 08260, on May 29, 2015, which it was. I am entitled to a refund of $66 and some change, which the gas company agrees with. I called and was informed that on June 3, 2015 my account was adjusted to reflect a zero balance without a check being mailed to me and to allow another 3 weeks. The last time I called they informed me that a check was issued on July 3, 2015, but couldn't tell me if it was placed in the mail. Now 15 days later and 51 days after my service was terminated I'm still waiting for my refund. I have forwarded this to the [redacted] and requested their help. Maybe the Revdex.com can help?Desired Settlement: My refund and an apology for such a delay.

Business

Response:

Check number [redacted] in the amount of $66.46 was sent to Mr. [redacted] on 07-23-2015. It was presented for payment and had it deposited into his [redacted] account on 07-27-2015.

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 complained to South Jersey gas for 2 years after I came back from Hurricane Sandy. Regarding my meter. The charges were double once I came back, which I was out of my home for 3 months. I complained about the meter not being correct no way I should be paying $200 for my little apartment. My bills were never more than a $100 during the winter months and in the $20 during the warm weather. Its took me contacting the local board of utlitlies to make them replace the meter. 10 weeks later telling me nothing wrong with the old, which I know its a lie, my bill went down the normal amount once the new meter was put in. They lie, break agreements, rude, they threaten. I wish I had recorded these calls. Bottom line is I know what my bill should be. I have a skin allergy and cant take the heat, so I keep my temp 65-67. There was a big problem last January-February they were charging customers 1500 - 2000 month bills. I glad I was not the one they tried that with, the local news and the next start news reported what they were doing. The Board that I had reported were lied to by them but they did not investigate they just took the gas company their word. I was not surprise cause they would have owed be 2 years of over charges. if there was another gas company I would have gone with them, we are stuck with them, so I guess is why they get away with this practice. I do not understand how we only have one gas company? Other utlilties you have a choiceDesired Settlement: they are investigated and are watch closely and I get a refund.

Review: We just moved into our new place and our landlord told us we need to have all utilities in our name within the first 3 days of moving. We attempted to fill out 2 forms for service in our new place. We also called 3 times. The wait time for someone to answer the phone was around 2 hours. When we finally spoke to a representative, they had told us there were red flags from the previous tenant. We are guessing there is an outstanding bill. Well with that being said the are giving us a hard time about turning it back on. We sent our copy of our lease to them with our NJ licenses. We attempted to call them again on 6/2/2015 which is response the line was busy again. We finally heard back from them and they had told us it would be sometime next week that our gas would be turned on. This is unacceptable. I am highly frustrated because not only am I paying for rent and other utilities, we now have to go spend more money on take out food(no gas), taking showers (no hot water) at other peoples homes, and doing laundry at a laundry mat(again no hot water for washer machine and no gas for the dryer). This is completely unacceptable. I would like some sort of response by the end of the day. Please and thank youDesired Settlement: I need my services turned on. I am not the previous tenant and I am not paying the outstanding bill. This is between the landlord and the last tenant.

Business

Response:

Contacted customer and she emailed me copy of lease and id. Issued turn on for 6/5/15 with a morning request.

Review: I have contacted South Jersey gas several times to have Gas turned on in my unit in Lindenwold NJ. I have emailed and called , you wait on hold for hours, and when you finally get someone they help you but then they tell you that someone will be out to turn on the gas from 8-11 at night. I had someone at my place from 8am until 10pm last night and no one showed NOR did they call! I am furious by the customer service but yet they want their money for services? What services, its upsetting to say the least. SOmething must be done.Desired Settlement: I would like the gas turned on so I can get the furnace checked, I would like to have compentant people come out that know what they are doing and at a reasonable time of the day. Not 16 hours waiting period. its insane, thank you!

Business

Response:

Left message for customer on 4/23 to contact me back directly. The gas was turned on 4/21/15 in her name. It appears the issue has been resolved.