Piedmont Natural Gas Company Reviews (%countItem)
Piedmont Natural Gas Company Rating
Address: 4720 Piedmont Row Dr Ste 100, Charlotte, North Carolina, United States, 28210-4294
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I'm being overcharged for gas that I never turn on.
The only gas appliance I have in my home is a fireplace. I have lived at this location for 10 months and my December bill is the second bill where I have been charged for gas that I haven't used. My bill on average is $22, because I don't use the fireplace. However, December's bill jumped to $44 claiming I used 33 "thermals". I have never turned the fireplace on! This is a rental home and Piedmont Gas seems to charge based on the prior year usage. I wasn't at this location this time last year. I NEVER turn the gas on and I'm fed up receiving incorrect info.
A corrected bill and quit charging me for something I don't use!!
This premise also uses gas for heating. The therms used have registered across the meter. PNG only bills the monthly charge plus anything registering on the gas meter. These bills are not estimates.
False information of past due balance/False info about deposit/Rude customer service representatives.
I called PNG on 12/2/19 to establish service for my new location. I was told that I had a previous balance from an old address that needed to be paid of $453.45 and a new deposit of $114 to pay before service could be transferred into my name. I was also told of a pending disconnection notice for 12/4/19. I told the first representative I spoke with that I did not believe I owed the balance because I moved out in 2017. I wasn't sure of the month, but later found out it was Oct. 2017. She told me that service was not disconnected at my previous address until Jan 2018. She then told me that the balance went to collections. I told her that I know that I had disconnected services before I left. I also told her that the lease of my new location was in my mother's name also, and would like to consider placing the account into her name. I am 7 months pregnant, a single mother of 4 other children, and a disabled Army veteran on a fixed income. She proceeded to tell me that it didn't matter whether she has the account in her name, that she would still have to pay MY past due bill. I asked her how was that accurate. She said that as long as I reside here, that the bill would have to be paid and that I was on a recorded line. I told her I didn't care about a recorded line, and her reasoning was insane for trying to bill my mother. I told her I would contact PNG later once I figured everything out. I checked my email and pulled up my bankruptcy information that was filed May 2018. PNG is included in my bankruptcy. I then called my attorney, and was advised that I did not have to pay the past due amount, but I would have to pay a deposit on a new account if requested. Then, I called PNG back. I told them that they were included in my bankruptcy. The customer service representative proceeded to tell me that I needed to provide proof and that they would not just take my word for it. I told her that I intended to send an email with proof, I needed the email address, and that PNG was provided with proof by the court in 2018; however, I would still send it to her. I also told her that I was told by the representative from earlier that I could make arrangements on my deposit. She then cut me off while I was talking and told me that if I would be quiet and let her talk then she would explain everything to me. I told her that her and the previous rep I spoke with were very rude. She then told me that arrangements wouldn't be an option now since the $453.45 would be cleared up. I told her, that I was told I could make an arrangement and that they needed to honor their word. She told me that arrangements were only available to people that were in a hardship, and since I didn't have to pay the past due bill I wouldn't be in a hardship and I'd have to pay the full deposit. I told her, how do you know that I'm not in a hardship? You are assuming, and you need to honor your original agreement. I asked her what was the difference in me paying the $453.45 now and waiting to see my bankruptcy proof? Either way the account will be clear and I WILL make payment arrangements on the deposit. I offered her half now and half later after I sent in my bankruptcy email. She agreed to that amount, which are two payments of $57. (There is no reason that the second representative could not honor the original agreement. She argued with me for no reason, and then agreed to half the deposit only after I offered it). Finally, she also told me that it would take up to 48 hours for PNG to review my email. My account is set for disconnection on 12/4/19.
I would like PNG to extend my disconnect notice until my bankruptcy information can be reviewed and/or check my email tomorrow (12/3/19) so adjustments can be made on my account. I would also like an apology from PNG for their incompetent customer service representatives. They come off as nice in the beginning of their conversation, and then change quickly change into nasty people. What happened to customer service, respect, and understanding? Every customer is not the same, thus they should be treated with disrespect.
Piedmont Natural Gas investigated the consumer's complaint and came to resolution via telephone communication with the consumer. The consumer is scheduled for natural gas services at their current address to transfer into their name on Friday, 12/06/2019. This will occur without interruption of current active natural gas services at the home.
(The consumer indicated he/she ACCEPTED the response from the business.)
False information of past due balance/False info about deposit/Rude customer service representatives.
I called PNG on 12/2/19 to establish service for my new location. I was told that I had a previous balance from an old address that needed to be paid of $453.45 and a new deposit of $114 to pay before service could be transferred into my name. I was also told of a pending disconnection notice for 12/4/19. I told the first representative I spoke with that I did not believe I owed the balance because I moved out in 2017. I wasn't sure of the month, but later found out it was Oct. 2017. She told me that service was not disconnected at my previous address until Jan 2018. She then told me that the balance went to collections. I told her that I know that I had disconnected services before I left. I also told her that the lease of my new location was in my mother's name also, and would like to consider placing the account into her name. I am 7 months pregnant, a single mother of 4 other children, and a disabled Army veteran on a fixed income. She proceeded to tell me that it didn't matter whether she has the account in her name, that she would still have to pay MY past due bill. I asked her how was that accurate. She said that as long as I reside here, that the bill would have to be paid and that I was on a recorded line. I told her I didn't care about a recorded line, and her reasoning was insane for trying to bill my mother. I told her I would contact PNG later once I figured everything out. I checked my email and pulled up my bankruptcy information that was filed May 2018. PNG is included in my bankruptcy. I then called my attorney, and was advised that I did not have to pay the past due amount, but I would have to pay a deposit on a new account if requested. Then, I called PNG back. I told them that they were included in my bankruptcy. The customer service representative proceeded to tell me that I needed to provide proof and that they would not just take my word for it. I told her that I intended to send an email with proof, I needed the email address, and that PNG was provided with proof by the court in 2018; however, I would still send it to her. I also told her that I was told by the representative from earlier that I could make arrangements on my deposit. She then cut me off while I was talking and told me that if I would be quiet and let her talk then she would explain everything to me. I told her that her and the previous rep I spoke with were very rude. She then told me that arrangements wouldn't be an option now since the $453.45 would be cleared up. I told her, that I was told I could make an arrangement and that they needed to honor their word. She told me that arrangements were only available to people that were in a hardship, and since I didn't have to pay the past due bill I wouldn't be in a hardship and I'd have to pay the full deposit. I told her, how do you know that I'm not in a hardship? You are assuming, and you need to honor your original agreement. I asked her what was the difference in me paying the $453.45 now and waiting to see my bankruptcy proof? Either way the account will be clear and I WILL make payment arrangements on the deposit. I offered her half now and half later after I sent in my bankruptcy email. She agreed to that amount, which are two payments of $57. (There is no reason that the second representative could not honor the original agreement. She argued with me for no reason, and then agreed to half the deposit only after I offered it). Finally, she also told me that it would take up to 48 hours for PNG to review my email. My account is set for disconnection on 12/4/19.
I would like PNG to extend my disconnect notice until my bankruptcy information can be reviewed and/or check my email tomorrow (12/3/19) so adjustments can be made on my account. I would also like an apology from PNG for their incompetent customer service representatives. They come off as nice in the beginning of their conversation, and then change quickly change into nasty people. What happened to customer service, respect, and understanding? Every customer is not the same, thus they should be treated with disrespect.
Piedmont Natural Gas investigated the consumer's complaint and came to resolution via telephone communication with the consumer. The consumer is scheduled for natural gas services at their current address to transfer into their name on Friday, 12/06/2019. This will occur without interruption of current active natural gas services at the home.
(The consumer indicated he/she ACCEPTED the response from the business.)
False information of past due balance/False info about deposit/Rude customer service representatives.
I called PNG on 12/2/19 to establish service for my new location. I was told that I had a previous balance from an old address that needed to be paid of $453.45 and a new deposit of $114 to pay before service could be transferred into my name. I was also told of a pending disconnection notice for 12/4/19. I told the first representative I spoke with that I did not believe I owed the balance because I moved out in 2017. I wasn't sure of the month, but later found out it was Oct. 2017. She told me that service was not disconnected at my previous address until Jan 2018. She then told me that the balance went to collections. I told her that I know that I had disconnected services before I left. I also told her that the lease of my new location was in my mother's name also, and would like to consider placing the account into her name. I am 7 months pregnant, a single mother of 4 other children, and a disabled Army veteran on a fixed income. She proceeded to tell me that it didn't matter whether she has the account in her name, that she would still have to pay MY past due bill. I asked her how was that accurate. She said that as long as I reside here, that the bill would have to be paid and that I was on a recorded line. I told her I didn't care about a recorded line, and her reasoning was insane for trying to bill my mother. I told her I would contact PNG later once I figured everything out. I checked my email and pulled up my bankruptcy information that was filed May 2018. PNG is included in my bankruptcy. I then called my attorney, and was advised that I did not have to pay the past due amount, but I would have to pay a deposit on a new account if requested. Then, I called PNG back. I told them that they were included in my bankruptcy. The customer service representative proceeded to tell me that I needed to provide proof and that they would not just take my word for it. I told her that I intended to send an email with proof, I needed the email address, and that PNG was provided with proof by the court in 2018; however, I would still send it to her. I also told her that I was told by the representative from earlier that I could make arrangements on my deposit. She then cut me off while I was talking and told me that if I would be quiet and let her talk then she would explain everything to me. I told her that her and the previous rep I spoke with were very rude. She then told me that arrangements wouldn't be an option now since the $453.45 would be cleared up. I told her, that I was told I could make an arrangement and that they needed to honor their word. She told me that arrangements were only available to people that were in a hardship, and since I didn't have to pay the past due bill I wouldn't be in a hardship and I'd have to pay the full deposit. I told her, how do you know that I'm not in a hardship? You are assuming, and you need to honor your original agreement. I asked her what was the difference in me paying the $453.45 now and waiting to see my bankruptcy proof? Either way the account will be clear and I WILL make payment arrangements on the deposit. I offered her half now and half later after I sent in my bankruptcy email. She agreed to that amount, which are two payments of $57. (There is no reason that the second representative could not honor the original agreement. She argued with me for no reason, and then agreed to half the deposit only after I offered it). Finally, she also told me that it would take up to 48 hours for PNG to review my email. My account is set for disconnection on 12/4/19.
I would like PNG to extend my disconnect notice until my bankruptcy information can be reviewed and/or check my email tomorrow (12/3/19) so adjustments can be made on my account. I would also like an apology from PNG for their incompetent customer service representatives. They come off as nice in the beginning of their conversation, and then change quickly change into nasty people. What happened to customer service, respect, and understanding? Every customer is not the same, thus they should be treated with disrespect.
Piedmont Natural Gas investigated the consumer's complaint and came to resolution via telephone communication with the consumer. The consumer is scheduled for natural gas services at their current address to transfer into their name on Friday, 12/06/2019. This will occur without interruption of current active natural gas services at the home.
(The consumer indicated he/she ACCEPTED the response from the business.)
False information of past due balance/False info about deposit/Rude customer service representatives.
I called PNG on 12/2/19 to establish service for my new location. I was told that I had a previous balance from an old address that needed to be paid of $453.45 and a new deposit of $114 to pay before service could be transferred into my name. I was also told of a pending disconnection notice for 12/4/19. I told the first representative I spoke with that I did not believe I owed the balance because I moved out in 2017. I wasn't sure of the month, but later found out it was Oct. 2017. She told me that service was not disconnected at my previous address until Jan 2018. She then told me that the balance went to collections. I told her that I know that I had disconnected services before I left. I also told her that the lease of my new location was in my mother's name also, and would like to consider placing the account into her name. I am 7 months pregnant, a single mother of 4 other children, and a disabled Army veteran on a fixed income. She proceeded to tell me that it didn't matter whether she has the account in her name, that she would still have to pay MY past due bill. I asked her how was that accurate. She said that as long as I reside here, that the bill would have to be paid and that I was on a recorded line. I told her I didn't care about a recorded line, and her reasoning was insane for trying to bill my mother. I told her I would contact PNG later once I figured everything out. I checked my email and pulled up my bankruptcy information that was filed May 2018. PNG is included in my bankruptcy. I then called my attorney, and was advised that I did not have to pay the past due amount, but I would have to pay a deposit on a new account if requested. Then, I called PNG back. I told them that they were included in my bankruptcy. The customer service representative proceeded to tell me that I needed to provide proof and that they would not just take my word for it. I told her that I intended to send an email with proof, I needed the email address, and that PNG was provided with proof by the court in 2018; however, I would still send it to her. I also told her that I was told by the representative from earlier that I could make arrangements on my deposit. She then cut me off while I was talking and told me that if I would be quiet and let her talk then she would explain everything to me. I told her that her and the previous rep I spoke with were very rude. She then told me that arrangements wouldn't be an option now since the $453.45 would be cleared up. I told her, that I was told I could make an arrangement and that they needed to honor their word. She told me that arrangements were only available to people that were in a hardship, and since I didn't have to pay the past due bill I wouldn't be in a hardship and I'd have to pay the full deposit. I told her, how do you know that I'm not in a hardship? You are assuming, and you need to honor your original agreement. I asked her what was the difference in me paying the $453.45 now and waiting to see my bankruptcy proof? Either way the account will be clear and I WILL make payment arrangements on the deposit. I offered her half now and half later after I sent in my bankruptcy email. She agreed to that amount, which are two payments of $57. (There is no reason that the second representative could not honor the original agreement. She argued with me for no reason, and then agreed to half the deposit only after I offered it). Finally, she also told me that it would take up to 48 hours for PNG to review my email. My account is set for disconnection on 12/4/19.
I would like PNG to extend my disconnect notice until my bankruptcy information can be reviewed and/or check my email tomorrow (12/3/19) so adjustments can be made on my account. I would also like an apology from PNG for their incompetent customer service representatives. They come off as nice in the beginning of their conversation, and then change quickly change into nasty people. What happened to customer service, respect, and understanding? Every customer is not the same, thus they should be treated with disrespect.
Piedmont Natural Gas investigated the consumer's complaint and came to resolution via telephone communication with the consumer. The consumer is scheduled for natural gas services at their current address to transfer into their name on Friday, 12/06/2019. This will occur without interruption of current active natural gas services at the home.
(The consumer indicated he/she ACCEPTED the response from the business.)
My gas was scheduled to be turned on on 11/20/2019 , between the hours of 8am and 12 noon. Noone ever showed up.
My gas was scheduled to be turned on on 11/20/2019 , between the hours of 8am and 12 noon. Noone ever showed up.When I called the gas company, I was told that someone came and there was no answer which is untrue. When I asked if the could send someone back out I was refused. So when I spoke with the supervisor she was supposed to send someone out on 11/21/19. Now it is 9am I'm still waiting on someone to come turn on my gas.
I want my gas turned on before it get really cold today. And I also feel that Homeowners should have a choice of how there home is heated Piedmont natural gas knows that it's cold and since they are the heating company for this area we're at their mercies.
Piedmont Natural Gas (PNG) called the consumer per the turn on service order instructions on 11/20/2019 and the call went unanswered. The PNG service technician indicated he left a voicemail. The Piedmont Natural Gas technician then went to the consumer's home and knocked on the door. No one answered the door and a door tag was left asking the consumer to reschedule the turn on order, per company policy.
On 11/21/2019 the consumer's natural gas service was successfully turned on at approximately 11:30 AM.
My gas was scheduled to be turned on on 11/20/2019 , between the hours of 8am and 12 noon. Noone ever showed up.
My gas was scheduled to be turned on on 11/20/2019 , between the hours of 8am and 12 noon. Noone ever showed up.When I called the gas company, I was told that someone came and there was no answer which is untrue. When I asked if the could send someone back out I was refused. So when I spoke with the supervisor she was supposed to send someone out on 11/21/19. Now it is 9am I'm still waiting on someone to come turn on my gas.
I want my gas turned on before it get really cold today. And I also feel that Homeowners should have a choice of how there home is heated Piedmont natural gas knows that it's cold and since they are the heating company for this area we're at their mercies.
Piedmont Natural Gas (PNG) called the consumer per the turn on service order instructions on 11/20/2019 and the call went unanswered. The PNG service technician indicated he left a voicemail. The Piedmont Natural Gas technician then went to the consumer's home and knocked on the door. No one answered the door and a door tag was left asking the consumer to reschedule the turn on order, per company policy.
On 11/21/2019 the consumer's natural gas service was successfully turned on at approximately 11:30 AM.
My gas was scheduled to be turned on on 11/20/2019 , between the hours of 8am and 12 noon. Noone ever showed up.
My gas was scheduled to be turned on on 11/20/2019 , between the hours of 8am and 12 noon. Noone ever showed up.When I called the gas company, I was told that someone came and there was no answer which is untrue. When I asked if the could send someone back out I was refused. So when I spoke with the supervisor she was supposed to send someone out on 11/21/19. Now it is 9am I'm still waiting on someone to come turn on my gas.
I want my gas turned on before it get really cold today. And I also feel that Homeowners should have a choice of how there home is heated Piedmont natural gas knows that it's cold and since they are the heating company for this area we're at their mercies.
Piedmont Natural Gas (PNG) called the consumer per the turn on service order instructions on 11/20/2019 and the call went unanswered. The PNG service technician indicated he left a voicemail. The Piedmont Natural Gas technician then went to the consumer's home and knocked on the door. No one answered the door and a door tag was left asking the consumer to reschedule the turn on order, per company policy.
On 11/21/2019 the consumer's natural gas service was successfully turned on at approximately 11:30 AM.
My gas was scheduled to be turned on on 11/20/2019 , between the hours of 8am and 12 noon. Noone ever showed up.
My gas was scheduled to be turned on on 11/20/2019 , between the hours of 8am and 12 noon. Noone ever showed up.When I called the gas company, I was told that someone came and there was no answer which is untrue. When I asked if the could send someone back out I was refused. So when I spoke with the supervisor she was supposed to send someone out on 11/21/19. Now it is 9am I'm still waiting on someone to come turn on my gas.
I want my gas turned on before it get really cold today. And I also feel that Homeowners should have a choice of how there home is heated Piedmont natural gas knows that it's cold and since they are the heating company for this area we're at their mercies.
Piedmont Natural Gas (PNG) called the consumer per the turn on service order instructions on 11/20/2019 and the call went unanswered. The PNG service technician indicated he left a voicemail. The Piedmont Natural Gas technician then went to the consumer's home and knocked on the door. No one answered the door and a door tag was left asking the consumer to reschedule the turn on order, per company policy.
On 11/21/2019 the consumer's natural gas service was successfully turned on at approximately 11:30 AM.
It's 25 degrees out. Paid deposit and was told it would still be 5 days before they come out. I have kids and no heat. No offer for faster service.
I called in paid my reconnect fees and deposit. It has been 25 degrees out past couple of nights. I called in first thing when they opened this morning to have someone come out to reconnect. I was told it would still be 5 days before someone would come out. I have kids, dogs and no heat. I asked if she could please help in this situation to find someone to come out faster and was immediately told no with no hesitation. I have to work daily and now have to think about my animals and older kids being home from school with no heat. We have piedmont trucks that come through our neighborhood daily. So please make me understand why in this weather one of those trucks can not stop to recconect. I have had piedmont for 10 plus years and this is my first complaint with them and this is completely unacceptable. I can only imagine what others are going through in this weather! Seems someone would at least try to help resolve this issue instead of just saying no and ending the conversation. I really hope she never has this problem and her kids have heat during the winter.
I just really need my heat on today. We have had 25 degree weather past few nights and no heat. I just really want my heat back on. No other complaints.. I paid my deposit and fees and can not see waiting 5 more days before having heat in this weather. We have piedmont trucks in our area constantly so why would we have to wait 5 more days for heat?
We have reviewed the situation resulting in the complaint filed by the consumer.
Our records reflect the consumer's service was interrupted due to nonpayment of bills on July 11, 2019. The consumer contacted us on November 9, with a request to restore service; payment of their past due balance, a reconnection fee and a security deposit was made at 10:37:47 PM on November 13. The consumer contacted us this morning at 7:37 AM to schedule connection of service. Our representative scheduled the connection for our first available date, Monday, November 18.
Unlike other utilities, many natural gas consumers will allow their service to be disconnected in the warmer months and wait until cool temperatures arrive to restore service. Each year we have an influx of turn on requests from these consumers as well a new customers requests. We understand the consumer's frustration however our orders are scheduled on a first-come, first-service basis. Along with connection requests we also receive an influx of requests to light furnaces, space heaters and gas logs. In addition, we experience an increase in the number of gas leak and carbon monoxide emergency orders this time of the year. This is associated with heating equipment being turned on for the first time in the season.
The combination of these increased requests causes us to become booked up very quickly, sometimes up to a week out. During warmer periods we are often able to work requests the same day we receive them or the next day. During the colder periods, once we get through what was it commonly referred to as "fall light-up" we generally can work requests within one to two business days.
While we recognize the wait is a frustration to consumers, we ask for their patience as we work requests for connection of service in the order in which we receive them.
(The consumer indicated he/she DID NOT accept the response from the business.)
Although customers do this do not assume I am one. I have had many hardships and some unexpected things happen in only a few short months apart from each other. So please do not put my situation in your assumptions. It's obvious nothing will be done until the company decides to do so. Thank you for your time. I am not willing to go in detail about my personal life for this.
Piedmont reported the facts of the case and provided an explanation why we were unable to provide service the same day the consumer contacted us to restore service. As explained orders are worked on a first come, first serve basis; we were unable to put her request in front of customers who contacted us before she did. Our records reflect a technician completed the service request yesterday. He connected the service and preformed a required safety inspection to ensure the heating equipment was operating properly.
It's 25 degrees out. Paid deposit and was told it would still be 5 days before they come out. I have kids and no heat. No offer for faster service.
I called in paid my reconnect fees and deposit. It has been 25 degrees out past couple of nights. I called in first thing when they opened this morning to have someone come out to reconnect. I was told it would still be 5 days before someone would come out. I have kids, dogs and no heat. I asked if she could please help in this situation to find someone to come out faster and was immediately told no with no hesitation. I have to work daily and now have to think about my animals and older kids being home from school with no heat. We have piedmont trucks that come through our neighborhood daily. So please make me understand why in this weather one of those trucks can not stop to recconect. I have had piedmont for 10 plus years and this is my first complaint with them and this is completely unacceptable. I can only imagine what others are going through in this weather! Seems someone would at least try to help resolve this issue instead of just saying no and ending the conversation. I really hope she never has this problem and her kids have heat during the winter.
I just really need my heat on today. We have had 25 degree weather past few nights and no heat. I just really want my heat back on. No other complaints.. I paid my deposit and fees and can not see waiting 5 more days before having heat in this weather. We have piedmont trucks in our area constantly so why would we have to wait 5 more days for heat?
We have reviewed the situation resulting in the complaint filed by the consumer.
Our records reflect the consumer's service was interrupted due to nonpayment of bills on July 11, 2019. The consumer contacted us on November 9, with a request to restore service; payment of their past due balance, a reconnection fee and a security deposit was made at 10:37:47 PM on November 13. The consumer contacted us this morning at 7:37 AM to schedule connection of service. Our representative scheduled the connection for our first available date, Monday, November 18.
Unlike other utilities, many natural gas consumers will allow their service to be disconnected in the warmer months and wait until cool temperatures arrive to restore service. Each year we have an influx of turn on requests from these consumers as well a new customers requests. We understand the consumer's frustration however our orders are scheduled on a first-come, first-service basis. Along with connection requests we also receive an influx of requests to light furnaces, space heaters and gas logs. In addition, we experience an increase in the number of gas leak and carbon monoxide emergency orders this time of the year. This is associated with heating equipment being turned on for the first time in the season.
The combination of these increased requests causes us to become booked up very quickly, sometimes up to a week out. During warmer periods we are often able to work requests the same day we receive them or the next day. During the colder periods, once we get through what was it commonly referred to as "fall light-up" we generally can work requests within one to two business days.
While we recognize the wait is a frustration to consumers, we ask for their patience as we work requests for connection of service in the order in which we receive them.
(The consumer indicated he/she DID NOT accept the response from the business.)
Although customers do this do not assume I am one. I have had many hardships and some unexpected things happen in only a few short months apart from each other. So please do not put my situation in your assumptions. It's obvious nothing will be done until the company decides to do so. Thank you for your time. I am not willing to go in detail about my personal life for this.
Piedmont reported the facts of the case and provided an explanation why we were unable to provide service the same day the consumer contacted us to restore service. As explained orders are worked on a first come, first serve basis; we were unable to put her request in front of customers who contacted us before she did. Our records reflect a technician completed the service request yesterday. He connected the service and preformed a required safety inspection to ensure the heating equipment was operating properly.
It's 25 degrees out. Paid deposit and was told it would still be 5 days before they come out. I have kids and no heat. No offer for faster service.
I called in paid my reconnect fees and deposit. It has been 25 degrees out past couple of nights. I called in first thing when they opened this morning to have someone come out to reconnect. I was told it would still be 5 days before someone would come out. I have kids, dogs and no heat. I asked if she could please help in this situation to find someone to come out faster and was immediately told no with no hesitation. I have to work daily and now have to think about my animals and older kids being home from school with no heat. We have piedmont trucks that come through our neighborhood daily. So please make me understand why in this weather one of those trucks can not stop to recconect. I have had piedmont for 10 plus years and this is my first complaint with them and this is completely unacceptable. I can only imagine what others are going through in this weather! Seems someone would at least try to help resolve this issue instead of just saying no and ending the conversation. I really hope she never has this problem and her kids have heat during the winter.
I just really need my heat on today. We have had 25 degree weather past few nights and no heat. I just really want my heat back on. No other complaints.. I paid my deposit and fees and can not see waiting 5 more days before having heat in this weather. We have piedmont trucks in our area constantly so why would we have to wait 5 more days for heat?
We have reviewed the situation resulting in the complaint filed by the consumer.
Our records reflect the consumer's service was interrupted due to nonpayment of bills on July 11, 2019. The consumer contacted us on November 9, with a request to restore service; payment of their past due balance, a reconnection fee and a security deposit was made at 10:37:47 PM on November 13. The consumer contacted us this morning at 7:37 AM to schedule connection of service. Our representative scheduled the connection for our first available date, Monday, November 18.
Unlike other utilities, many natural gas consumers will allow their service to be disconnected in the warmer months and wait until cool temperatures arrive to restore service. Each year we have an influx of turn on requests from these consumers as well a new customers requests. We understand the consumer's frustration however our orders are scheduled on a first-come, first-service basis. Along with connection requests we also receive an influx of requests to light furnaces, space heaters and gas logs. In addition, we experience an increase in the number of gas leak and carbon monoxide emergency orders this time of the year. This is associated with heating equipment being turned on for the first time in the season.
The combination of these increased requests causes us to become booked up very quickly, sometimes up to a week out. During warmer periods we are often able to work requests the same day we receive them or the next day. During the colder periods, once we get through what was it commonly referred to as "fall light-up" we generally can work requests within one to two business days.
While we recognize the wait is a frustration to consumers, we ask for their patience as we work requests for connection of service in the order in which we receive them.
(The consumer indicated he/she DID NOT accept the response from the business.)
Although customers do this do not assume I am one. I have had many hardships and some unexpected things happen in only a few short months apart from each other. So please do not put my situation in your assumptions. It's obvious nothing will be done until the company decides to do so. Thank you for your time. I am not willing to go in detail about my personal life for this.
Piedmont reported the facts of the case and provided an explanation why we were unable to provide service the same day the consumer contacted us to restore service. As explained orders are worked on a first come, first serve basis; we were unable to put her request in front of customers who contacted us before she did. Our records reflect a technician completed the service request yesterday. He connected the service and preformed a required safety inspection to ensure the heating equipment was operating properly.
It's 25 degrees out. Paid deposit and was told it would still be 5 days before they come out. I have kids and no heat. No offer for faster service.
I called in paid my reconnect fees and deposit. It has been 25 degrees out past couple of nights. I called in first thing when they opened this morning to have someone come out to reconnect. I was told it would still be 5 days before someone would come out. I have kids, dogs and no heat. I asked if she could please help in this situation to find someone to come out faster and was immediately told no with no hesitation. I have to work daily and now have to think about my animals and older kids being home from school with no heat. We have piedmont trucks that come through our neighborhood daily. So please make me understand why in this weather one of those trucks can not stop to recconect. I have had piedmont for 10 plus years and this is my first complaint with them and this is completely unacceptable. I can only imagine what others are going through in this weather! Seems someone would at least try to help resolve this issue instead of just saying no and ending the conversation. I really hope she never has this problem and her kids have heat during the winter.
I just really need my heat on today. We have had 25 degree weather past few nights and no heat. I just really want my heat back on. No other complaints.. I paid my deposit and fees and can not see waiting 5 more days before having heat in this weather. We have piedmont trucks in our area constantly so why would we have to wait 5 more days for heat?
We have reviewed the situation resulting in the complaint filed by the consumer.
Our records reflect the consumer's service was interrupted due to nonpayment of bills on July 11, 2019. The consumer contacted us on November 9, with a request to restore service; payment of their past due balance, a reconnection fee and a security deposit was made at 10:37:47 PM on November 13. The consumer contacted us this morning at 7:37 AM to schedule connection of service. Our representative scheduled the connection for our first available date, Monday, November 18.
Unlike other utilities, many natural gas consumers will allow their service to be disconnected in the warmer months and wait until cool temperatures arrive to restore service. Each year we have an influx of turn on requests from these consumers as well a new customers requests. We understand the consumer's frustration however our orders are scheduled on a first-come, first-service basis. Along with connection requests we also receive an influx of requests to light furnaces, space heaters and gas logs. In addition, we experience an increase in the number of gas leak and carbon monoxide emergency orders this time of the year. This is associated with heating equipment being turned on for the first time in the season.
The combination of these increased requests causes us to become booked up very quickly, sometimes up to a week out. During warmer periods we are often able to work requests the same day we receive them or the next day. During the colder periods, once we get through what was it commonly referred to as "fall light-up" we generally can work requests within one to two business days.
While we recognize the wait is a frustration to consumers, we ask for their patience as we work requests for connection of service in the order in which we receive them.
(The consumer indicated he/she DID NOT accept the response from the business.)
Although customers do this do not assume I am one. I have had many hardships and some unexpected things happen in only a few short months apart from each other. So please do not put my situation in your assumptions. It's obvious nothing will be done until the company decides to do so. Thank you for your time. I am not willing to go in detail about my personal life for this.
Piedmont reported the facts of the case and provided an explanation why we were unable to provide service the same day the consumer contacted us to restore service. As explained orders are worked on a first come, first serve basis; we were unable to put her request in front of customers who contacted us before she did. Our records reflect a technician completed the service request yesterday. He connected the service and preformed a required safety inspection to ensure the heating equipment was operating properly.
Issues with having the gas turned on in new house.
I recently bought a brand new home and needed to have the gas turned on. Called Piedmont Natural Gas on 11/6/19 to have this set up and was scheduled for the technician to come on 11/8/19, the day we were moving in, to get the gas turned on. On 11/8/19, around 4:00 p.m. I realized I had not heard from PNG and gave them a call. The costumer service rep then informed me that a technician had made a note that they contacted me by phone and came by the house at 3:14 p.m. They said no one was home or answered the phone, so they left a card on the door and left. This entire statement is a complete lie. We were most certainly there at that time moving in furniture, etc. The moving company can verify this. I also never received any phone call from anyone with PNG about being at the house. I was then told by the customer service rep that "unfortunately" no one would be able to come back out that day and that the next available day would be on 11/12/19. I informed her that I have small children in the house and that was just impossible to be without heat and hot water for 3 days. She still kept saying there's was nothing she could do about that. She was very rude and didn't seem to want to help me in any way. I then asked to speak to a supervisor. She said she couldn't transfer me because the line was busy, but gave me the number to call, X-XXX-XXX-XXXX. This was not a supervisor's number, but just called to another customer service rep who was also very rude and not helpful. He did submit a request for a supervisor to contact me. A woman did call me about 30 minutes later, but again kept saying she could not get anyone back over there and the earliest she could do was on 11/11/19. Still without heat and hot water for the next 2 days and temperatures got below freezing last night. My children and I have no where else to go and are currently having to huddle around a space heater. All because a technician lied about coming to the property. Does no one have any morales nowadays?
For a technician to come to the house to turn gas on today (11/9/19) instead of having to wait until 11/11/19.
On the day the consumer was originally scheduled for natural gas connection, Piedmont Natural Gas called the phone number provided by the consumer and the call was not answered. A Piedmont Natural Gas technician knocked on the premises front entry door and no one answered. Piedmont Natural Gas then rescheduled the order for the first available date as is company policy. The consumer is scheduled to have natural gas service connected by end of business day November 11th, 2019.
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again, I never received any notice from PNG that the technician was about to be at my house nor did anyone from PNG come by my house on 11/8/19. I would not be going through all this trouble if I was in the wrong. I just don't want what happened to me to happen to someone else. The way PNG does business is very disappointing. And the customer ends up getting punished for it. Once the technician gets to a house, why don't they call again before they leave. What if they just so happened to have accidentally gone to the wrong address? That's why a phone call to the customer would be beneficial before they left. Not sure who the technician was that supposedly came out to my house on 11/8/19, but you can always look to see who made the report and check their truck's gps for that day and their phone records. I did finally have my gas turned on this afternoon (11/11/19). The point is that PNG acted like they did nothing wrong and I'm very upset with how the whole situation was handled. And the customer service is awful and very rude. There definitely needs to be improvements in that area as well.
Piedmont Natural Gas regrets that the consumer's opinion of our customer service was less than favorable. PNG will review the entire situation to see if process improvements can be made going forward.
We hope the consumer will extend Piedmont the opportunity to impress them with excellent customer service in future. We truly appreciate the consumer's feedback.
Issues with having the gas turned on in new house.
I recently bought a brand new home and needed to have the gas turned on. Called Piedmont Natural Gas on 11/6/19 to have this set up and was scheduled for the technician to come on 11/8/19, the day we were moving in, to get the gas turned on. On 11/8/19, around 4:00 p.m. I realized I had not heard from PNG and gave them a call. The costumer service rep then informed me that a technician had made a note that they contacted me by phone and came by the house at 3:14 p.m. They said no one was home or answered the phone, so they left a card on the door and left. This entire statement is a complete lie. We were most certainly there at that time moving in furniture, etc. The moving company can verify this. I also never received any phone call from anyone with PNG about being at the house. I was then told by the customer service rep that "unfortunately" no one would be able to come back out that day and that the next available day would be on 11/12/19. I informed her that I have small children in the house and that was just impossible to be without heat and hot water for 3 days. She still kept saying there's was nothing she could do about that. She was very rude and didn't seem to want to help me in any way. I then asked to speak to a supervisor. She said she couldn't transfer me because the line was busy, but gave me the number to call, X-XXX-XXX-XXXX. This was not a supervisor's number, but just called to another customer service rep who was also very rude and not helpful. He did submit a request for a supervisor to contact me. A woman did call me about 30 minutes later, but again kept saying she could not get anyone back over there and the earliest she could do was on 11/11/19. Still without heat and hot water for the next 2 days and temperatures got below freezing last night. My children and I have no where else to go and are currently having to huddle around a space heater. All because a technician lied about coming to the property. Does no one have any morales nowadays?
For a technician to come to the house to turn gas on today (11/9/19) instead of having to wait until 11/11/19.
On the day the consumer was originally scheduled for natural gas connection, Piedmont Natural Gas called the phone number provided by the consumer and the call was not answered. A Piedmont Natural Gas technician knocked on the premises front entry door and no one answered. Piedmont Natural Gas then rescheduled the order for the first available date as is company policy. The consumer is scheduled to have natural gas service connected by end of business day November 11th, 2019.
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again, I never received any notice from PNG that the technician was about to be at my house nor did anyone from PNG come by my house on 11/8/19. I would not be going through all this trouble if I was in the wrong. I just don't want what happened to me to happen to someone else. The way PNG does business is very disappointing. And the customer ends up getting punished for it. Once the technician gets to a house, why don't they call again before they leave. What if they just so happened to have accidentally gone to the wrong address? That's why a phone call to the customer would be beneficial before they left. Not sure who the technician was that supposedly came out to my house on 11/8/19, but you can always look to see who made the report and check their truck's gps for that day and their phone records. I did finally have my gas turned on this afternoon (11/11/19). The point is that PNG acted like they did nothing wrong and I'm very upset with how the whole situation was handled. And the customer service is awful and very rude. There definitely needs to be improvements in that area as well.
Piedmont Natural Gas regrets that the consumer's opinion of our customer service was less than favorable. PNG will review the entire situation to see if process improvements can be made going forward.
We hope the consumer will extend Piedmont the opportunity to impress them with excellent customer service in future. We truly appreciate the consumer's feedback.
Issues with having the gas turned on in new house.
I recently bought a brand new home and needed to have the gas turned on. Called Piedmont Natural Gas on 11/6/19 to have this set up and was scheduled for the technician to come on 11/8/19, the day we were moving in, to get the gas turned on. On 11/8/19, around 4:00 p.m. I realized I had not heard from PNG and gave them a call. The costumer service rep then informed me that a technician had made a note that they contacted me by phone and came by the house at 3:14 p.m. They said no one was home or answered the phone, so they left a card on the door and left. This entire statement is a complete lie. We were most certainly there at that time moving in furniture, etc. The moving company can verify this. I also never received any phone call from anyone with PNG about being at the house. I was then told by the customer service rep that "unfortunately" no one would be able to come back out that day and that the next available day would be on 11/12/19. I informed her that I have small children in the house and that was just impossible to be without heat and hot water for 3 days. She still kept saying there's was nothing she could do about that. She was very rude and didn't seem to want to help me in any way. I then asked to speak to a supervisor. She said she couldn't transfer me because the line was busy, but gave me the number to call, X-XXX-XXX-XXXX. This was not a supervisor's number, but just called to another customer service rep who was also very rude and not helpful. He did submit a request for a supervisor to contact me. A woman did call me about 30 minutes later, but again kept saying she could not get anyone back over there and the earliest she could do was on 11/11/19. Still without heat and hot water for the next 2 days and temperatures got below freezing last night. My children and I have no where else to go and are currently having to huddle around a space heater. All because a technician lied about coming to the property. Does no one have any morales nowadays?
For a technician to come to the house to turn gas on today (11/9/19) instead of having to wait until 11/11/19.
On the day the consumer was originally scheduled for natural gas connection, Piedmont Natural Gas called the phone number provided by the consumer and the call was not answered. A Piedmont Natural Gas technician knocked on the premises front entry door and no one answered. Piedmont Natural Gas then rescheduled the order for the first available date as is company policy. The consumer is scheduled to have natural gas service connected by end of business day November 11th, 2019.
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again, I never received any notice from PNG that the technician was about to be at my house nor did anyone from PNG come by my house on 11/8/19. I would not be going through all this trouble if I was in the wrong. I just don't want what happened to me to happen to someone else. The way PNG does business is very disappointing. And the customer ends up getting punished for it. Once the technician gets to a house, why don't they call again before they leave. What if they just so happened to have accidentally gone to the wrong address? That's why a phone call to the customer would be beneficial before they left. Not sure who the technician was that supposedly came out to my house on 11/8/19, but you can always look to see who made the report and check their truck's gps for that day and their phone records. I did finally have my gas turned on this afternoon (11/11/19). The point is that PNG acted like they did nothing wrong and I'm very upset with how the whole situation was handled. And the customer service is awful and very rude. There definitely needs to be improvements in that area as well.
Piedmont Natural Gas regrets that the consumer's opinion of our customer service was less than favorable. PNG will review the entire situation to see if process improvements can be made going forward.
We hope the consumer will extend Piedmont the opportunity to impress them with excellent customer service in future. We truly appreciate the consumer's feedback.
Issues with having the gas turned on in new house.
I recently bought a brand new home and needed to have the gas turned on. Called Piedmont Natural Gas on 11/6/19 to have this set up and was scheduled for the technician to come on 11/8/19, the day we were moving in, to get the gas turned on. On 11/8/19, around 4:00 p.m. I realized I had not heard from PNG and gave them a call. The costumer service rep then informed me that a technician had made a note that they contacted me by phone and came by the house at 3:14 p.m. They said no one was home or answered the phone, so they left a card on the door and left. This entire statement is a complete lie. We were most certainly there at that time moving in furniture, etc. The moving company can verify this. I also never received any phone call from anyone with PNG about being at the house. I was then told by the customer service rep that "unfortunately" no one would be able to come back out that day and that the next available day would be on 11/12/19. I informed her that I have small children in the house and that was just impossible to be without heat and hot water for 3 days. She still kept saying there's was nothing she could do about that. She was very rude and didn't seem to want to help me in any way. I then asked to speak to a supervisor. She said she couldn't transfer me because the line was busy, but gave me the number to call, X-XXX-XXX-XXXX. This was not a supervisor's number, but just called to another customer service rep who was also very rude and not helpful. He did submit a request for a supervisor to contact me. A woman did call me about 30 minutes later, but again kept saying she could not get anyone back over there and the earliest she could do was on 11/11/19. Still without heat and hot water for the next 2 days and temperatures got below freezing last night. My children and I have no where else to go and are currently having to huddle around a space heater. All because a technician lied about coming to the property. Does no one have any morales nowadays?
For a technician to come to the house to turn gas on today (11/9/19) instead of having to wait until 11/11/19.
On the day the consumer was originally scheduled for natural gas connection, Piedmont Natural Gas called the phone number provided by the consumer and the call was not answered. A Piedmont Natural Gas technician knocked on the premises front entry door and no one answered. Piedmont Natural Gas then rescheduled the order for the first available date as is company policy. The consumer is scheduled to have natural gas service connected by end of business day November 11th, 2019.
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again, I never received any notice from PNG that the technician was about to be at my house nor did anyone from PNG come by my house on 11/8/19. I would not be going through all this trouble if I was in the wrong. I just don't want what happened to me to happen to someone else. The way PNG does business is very disappointing. And the customer ends up getting punished for it. Once the technician gets to a house, why don't they call again before they leave. What if they just so happened to have accidentally gone to the wrong address? That's why a phone call to the customer would be beneficial before they left. Not sure who the technician was that supposedly came out to my house on 11/8/19, but you can always look to see who made the report and check their truck's gps for that day and their phone records. I did finally have my gas turned on this afternoon (11/11/19). The point is that PNG acted like they did nothing wrong and I'm very upset with how the whole situation was handled. And the customer service is awful and very rude. There definitely needs to be improvements in that area as well.
Piedmont Natural Gas regrets that the consumer's opinion of our customer service was less than favorable. PNG will review the entire situation to see if process improvements can be made going forward.
We hope the consumer will extend Piedmont the opportunity to impress them with excellent customer service in future. We truly appreciate the consumer's feedback.
They added charges from another address where I never lived.
I got a letter from PG stating an outstanding bill from my previous address *** St. account # XXXXXXXXXXXXX and they are transferring it to my account. I have never lived at that address.
Remove from my account and collect from the party that actually owes it.
We have reached out to this customer and resolved the issue.
(The consumer indicated he/she ACCEPTED the response from the business.)
*** from PNG saw that those charges weren't mine so she removed them. I have nothing good to say about their collection department.
They added charges from another address where I never lived.
I got a letter from PG stating an outstanding bill from my previous address *** St. account # XXXXXXXXXXXXX and they are transferring it to my account. I have never lived at that address.
Remove from my account and collect from the party that actually owes it.
We have reached out to this customer and resolved the issue.
(The consumer indicated he/she ACCEPTED the response from the business.)
*** from PNG saw that those charges weren't mine so she removed them. I have nothing good to say about their collection department.
They added charges from another address where I never lived.
I got a letter from PG stating an outstanding bill from my previous address *** St. account # XXXXXXXXXXXXX and they are transferring it to my account. I have never lived at that address.
Remove from my account and collect from the party that actually owes it.
We have reached out to this customer and resolved the issue.
(The consumer indicated he/she ACCEPTED the response from the business.)
*** from PNG saw that those charges weren't mine so she removed them. I have nothing good to say about their collection department.