Complaints

This profile includes complaints for SoCalGas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  SoCalGas

  555 W Fifth St STE 1700 Los Angeles, CA 90013-1011

• 

  SoCalGas

  PO Box 1626 Monterey Park, CA 91754-8626

• 

  Southern California Gas Co.

  404 N Tipton St Visalia, CA 93292-6407

• 

  SoCalGas

  131 Center St Promenade Anaheim, CA 92805

• 

  Southern California Gas Co.

  134 East Victoria St. Santa Barbara, CA 93101

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The so called gas company has raised my rate from $15.00 last year to $30.00 THIS January of 2023 to $63.00 in February of 2023. I'm on a fixed income. That's a crazy increase on my bill. I need help. Thank you.

  Business Response

  Date: 03/10/2023

  Dear ****************,
  Please know that we take your concern seriously and will do everything we can to make sure your bill is accurate while also making you aware of programs that *** help lessen the impact of higher bills during winter.
  Your Bills Dated October 24, 2022, and November 23, 2022 had the following statement noted: We know things are getting more expensive.Natural gas costs have increased nationwide and are expected to remain high. We can help you manage higher bills with our assistance programs, Ways to Save tool,and Level Pay Plan at socalgas.com/ManageHigherBills.
  SoCalGas does not set the price for natural gas. Instead,natural gas prices are determined by national and regional markets. SoCalGas buys natural gas in those markets on behalf of residential and small business customers, and the cost of buying that gas is billed to those customers with no markup, meaning SoCalGas does not profit from the movement of gas commodity prices. The price we pay for natural gas in the market is the price we charge you, plus transportation costs and other state-mandated charges. 
  According to the ** ********************************* (EIA), several factors are contributing to higher natural gas commodity prices.  
  
  -Widespread, below-normal temperatures on much of the West Coast.
  -High natural gas demand for heating by customers in areas with below normal temperatures.
  -Reduced natural gas supplies to the West Coast from ****** and the **************************** interstate pipeline capacity to the West Coast because of pipeline maintenance activities in West *****.
  -Low natural gas storage levels on the West Coast. For clarification, our storage facilities were at the approved capacity by the California *************************** (CPUC), but demand was higher than expected.
  
  Natural gas purchased during the summer months is normally less expensive than natural gas purchased during the winter (peak) months. The less expensive supply that is not used at the time of purchase is stored for future use in our natural gas storage facilities. The blending of lower priced stored gas with the more expensive gas purchased during the winter helps to keep the natural gas prices at the lowest possible rate during the peak season.  As previously stated, the demand has been higher than the available storage.  Consequently, SoCalGas, as well as other natural gas utilities in California and the west, must purchase natural gas at the higher winter prices.
  The California *************************** (CPUC) approved the acceleration of the California Climate Credit for SoCalGas customers in response to the unprecedented natural gas prices impacting the Western *************. SoCalGas residential customers will receive a credit of $50.77 in their February or March bill, this credit was applied to your February 23,2023 bill.
  
  Because we understand the financial impact the natural gas rate increase has had on our customers, SoCalGas has many options available on our website at socalgas.com/Assistance to help customers with financial assistance programs and services.
  
  Below is a list of these programs:
  
  -California Alternate Rates for ****** (CARE): Eligible participants can save 20 percent on their natural gas bill.
  
  -Medical Baseline Allowance (MBA): This program provides additional natural gas at the lowest baseline rate for individuals with serious medical conditions.
  
  -Low Income Home ****** Assistance Program (LIHEAP): This program is a federally funded energy assistance program that *** help you pay your utility bill if youre income qualified.
  
  -Gas *************** (GAF): SoCalGas has partnered with ************************************** to provide customers who are having trouble paying their bills with a one-time ***** for the amount of their gas bill, not to exceed $100. 
  
  -Arrearage Management Plan (AMP): Eligible customers can apply to have their past due balance forgiven.
  
  -****** Savings Assistance Program (ESAP): Eligible customers can save energy and money through ****************************** at no cost.
  
  -Level Pay Plan: The plan helps smooth out the *** and downs of your monthly gas bill by averaging annual gas consumption and costs over a 12-month period. You pay an average bill amount each month instead of actual charges. The Level Pay Plan is not a discount program; no savings or lower rates are involved. 
  
  -211 Program: The national dialing code for free, 24-hour access to health and human services information and referrals.
  
  -*** Cares: Although not a SoCalGas program, it provides assistance to post-9/11 veterans and military families from all branch services. Visit usacares.com for more information.
  
  
  For more information on available assistance and how to manage winter bills, please visit socalgas.com/ManageHigherBills  If you would like more information on natural gas prices, please visit socalgas.com/newsroom.
  
  Additionally, SoCalGas recently tripled the contribution to the Gas ***************, a program that helps income-qualified customers pay their natural gas bills.
  
  Thank you for the opportunity to respond to your question and explain our position.
  
  

• Initial Complaint

  Date:01/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  INCREASE MY BILL 300% WITH OUT NO REASON I CALL COSTUMER SERVICE BUT THEY MAKE FUN OF ME

  Business Response

  Date: 03/16/2023

  Your Better Business Bureau complaint regarding the increase in your gas bill without reason has been forwarded to our department for follow-up and review.  Please know that we take your concerns seriously and will do everything we can to make sure your bill is accurate while also making you aware of programs that my help lessen the impact of higher bills during winter.
  
  SoCalGas does not set the price for natural gas. Instead, natural gas prices are determined by national and regional markets.  SoCalGas buys natural gas in those markets on behalf of residential and small business customers, and the cost of buying that gas is billed to those customers with no markup, meaning SoCalGas does not profit from the movement of gas commodity prices.  The price we pay for natural gas in the market is the price we charge our customers, plus transportation costs and other state-mandated charges.
  
  According to the ** ********************************* (EIA), several factors are contributing to higher natural gas commodity prices.
  
  -Widespread, below normal temperatures on much of the West Coast.
  
  -High natural gas demand for heating by customers in areas with below normal temperatures.
  
  -Reduced natural gas supplies to the West Coast from ****** and the ******************************** interstate pipeline capacity to the West Coast because of pipeline maintenance activities in West *****.
  
  -Low natural gas storage levels on the West Coast.  For clarification, our storage facilities were at the approved capacity by the California *************************** (CPUC), but demand was higher than expected.
  
  Natural gas purchased during the summer months is normally less expensive than natural gas purchased during the winter (peak) months. The less expensive supply that is not used at the time of purchase is stored for future gas use in our natural gas facilities.  The blending of lower priced stored gas with the more expensive gas purchased during the winter helps to keep the natural gas prices at the lowest possible rate during the peak season.  As previously stated, the demand has been higher than the available storage. Consequently, SoCalGas, as well as other natural gas utilities in California and the west, must purchase natural gas at the higher winter prices.  If you would like more information on natural gas prices, please visit www.socalgas.com/newsroom.
  
  Because we understand the financial impact the natural gas rate increase has had on our customers, SoCalGas has many resources available on our website to help educate customers about the higher price of natural gas, as well as tips, tools, and financial assistance programs and services. For more information, please visit www.socalgas.com/managerhigherbills.
  
  Thank you for the opportunity to explain our position.

• Initial Complaint

  Date:12/15/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am having trouble with ***** billing department. Previously they had a backlog of unprocessed checks. they admit it. But it doesn't stop them from sending you a notice that your bill isn't paid, even though your check is sitting on their desk, and they just haven't gotten around to opening the envelope. A few months ago they lost a check. This month they didn't send me my bill, but i checked online and saw that my bill hasn't been paid, because i never received it!I want to get a monthly bill in the mail. I will pay it, and they MUST process the payment in a timely fashion. Their bill processing methods needs to be audited! Gas is a necessity in this day and age. I don't want my credit screwed up by them, and i want my bill in a timely fashion. i have excellent credit, and pay all my bills on time! SoCalGas has to get their billing department in order, and stop being a misery to their paying customers.

  Business Response

  Date: 01/23/2023

  January 21, 2023
  
  BBB Case #*******
  
  *************************
  22937 ***************************************** - 3918
  
  The Better Business Bureau has requested we review your complaint and respond to your concerns regarding the issues you had with our receiving and processing of your mailed payments.
  
  Our ****************************** upon receipt, expedites all payment promptly through our automated bill process. Any delay in the payment process *** stem from the enclosed payment not being accompanied with the gas bill payment stub or the payment has not been sent in our company's envelope, as examples. Deviations *** prompt delays in payment processing. Please note. We allow 7 - 10 working days for the bill payment process from the bill mailing date, not including the holidays.
  
  In your complaint, you state a few months ago SoCalGas lost your check. Without further information, it is not clear of which check you speak; however, I do show payments posted to your account on November 10, 2022, and November 15, 2022, both in the amount of $118.64. This amount was a cumulation of two months of bills, the October 2022 and November 2022 bill. The latter bill being mailed November 3, 2022. The November 10, 2022, payment was received by our ***************************** and posted six days after the bill was mailed. The second payment posted November 15, 2022, was paid via our website at SoCalGas.com.
  
  You also state you did not receive a monthly bill in the mail, but after logging into My Account, noticed a balance due and paid it.
  
  SoCalGas' website at socalgas.com offers our customers online access to view, pay bills or request service for their account by registering for My Account. Customers must accept the My Account Terms and Conditions provided in order for their registration to be completed. Under the Online Billing and Payment section the customer is informed if they pay a bill online (one-time or recurring payments) they will automatically receive an email notification when the bill is issued and will no longer receive paper bills through the U.S. Mail unless they contact SoCalGas by either by phone or Email to "opt out" of paperless billing. If you wish to resume receiving bills via U.S. Mail, please contact our ******************************** at **************, Monday - Friday 7am to 6pm.
  
  In conclusion, please be confident in your standing with SoCalGas. You continue to have an excellent payment history and your account is in good standing.
  
  Thank you for the opportunity to respond to your complaint.

• Initial Complaint

  Date:12/13/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SoCalGas has been sending me a bill for months that isn't mine. I have tried to call multiple times but end up on hold forever. Instead of paying their executives bonuses the size of their salaries, perhaps they should hire some agents to help answer billing calls. This has been going on for months. I spoke with a SoCalGas person who was trying to collect and I told her who she needed to bill. Apparently that was a waste of everyone's time because I am still getting this bill and not my landlord.I can't spend anymore time on this. The Invoice# is ********** for $64.90 Account # is ********* (I DO NOT HAVE AN ACCT BTW!)Please send to my landlord at ***************************, ************************************************************************************** or look up the building account (probably under ************************* at ********************************************************************** 90036.Thank you.

  Business Response

  Date: 01/20/2023

  January 20, 2023
  
  
  BBB #*******
  
  ***********************
  607 ***********************************. #***
  ***************. ***** - 3923
  
  
  As all calls to our *********************** (CCC) are recorded for quality assurance purposes, we were able to listen to the recorded telephone conversation regarding your account. We have completed a thorough review of your account and the following is a summary of our conclusions.
  
  Our records indicate, on June 13, 2022, you called our *********************** to report an odor of gas coming from your gas stove. As a result, our **************** Representative sent an Energy Technician (ET) out the same day. Upon arrival our ET discovered a loose pilot nut on the broiler and oven. He advised you of the charges before the work was performed and you had the opportunity to decline the service, however, you approved the charges.
  
  Our records show we sent invoices on July 8, 2022, August 2, 2022, and September 1, 2022, advising you $64.90 was due and payable for the repairs made June 13, 2022. On October 3, 2022, a voice mail message was left requesting a callback regarding the unpaid sales invoice. Lastly, we sent an invoice on December 2, 2022.
  
  Our records indicate you spoke to a Collection Representative on January 3, 2023, who explained it is your responsibility to forward the invoice to the property owner/manager since you are the tenant who approved the charges. You advised our Collection Representative you would forward the information, therefore, she emailed you a copy of the sales order invoice to forward on to the property owner/manager.
  
  In conclusion, as you approved the repair, it is your responsibility to forward the sales invoice to the property owner/manager for payment.
  
  Thank you, for the opportunity to explain our position.

• Initial Complaint

  Date:11/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started service under my name in my new home. I was never told about a 25$ service fee. The gas was never disconnected and per their website, it does state a 25$ in case a tech needs to come out to install services. I do not agree with being charged 25$ for a service fee. I asked the agent where the 25$ is going and she just told me it is a mandatory fee; nothing more.
  

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 5, 2022/11/29) */
  November 29, 2022
  BBB Case: #*******
  
  ***********************************************
  
  Your complaint to the Better Business Bureau states, you were never advised of the $25.00 fee to start service. More importantly, the gas was never disconnected, and no one had to go out to install the service, as such, you do not agree with having to pay the fee.
  Our records show, on September 26, 2022, an online request was placed via our SoCalGas website, to have the gas service started at the Menifee address. The account was established effective October 3, 2022, and the Opening Bill which included a $25.00 Service Establishment Charge (SEC) was mailed on October 24, 2022.
  Prior to starting your online application for service, the website provides you the following:
  IMPORTANT INFORMATION TO APPLICANTS:
  Your new address must be in our service area.
  A meter must be installed. If there is no meter, please submit a Request for Residential Gas Service to have a meter installed.
  Please have your social security number ready. It is necessary to validate your identity through Experian, a national credit reporting agency. SoCalGas(r) uses proven, trusted technology to protect your personal information. If you are unable to provide it, please call ************** for assistance.
  A one-time service fee of $25 will be added to your first bill.
  A technician may need to enter your residence to turn on gas.
  
  SoCalGas incurs costs to establish service for new customers, current customers relocating to a new address or current customers reestablishing their account. These costs include taking a new service application, processing customer and billing information through the computer system and, at times, lighting pilots and/or adjusting appliances. The SEC was implemented to defray the costs of establishing service.
  
  For your reference, our Rule No. 10, Service Charges, approved by and on file with the California Public Utilities Commission explains that the Utility may collect a charge to establish or re-establish service each time an account is opened.
  
  In conclusion, the $25.00 fee was charged in accordance with the Rules and Tariffs on file and approved by the California Public Utilities Commission, as such, there is no basis for a reversal.
  
  Thank you for the opportunity to review your complaint and explain our position.

• Initial Complaint

  Date:10/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am paying $50.00 per month for Gas that I am not using, even during the summer month. No other senior citizen or senior citizen couples are paying this amount. I am a senior citizen, living alone, no longer cook or wash weekly. My bill should not be in this price range.
  

  Business Response

  Date: 01/27/2023

  Business Response /* (1000, 5, 2022/11/30) */
  On November 22, 2022, you filed a complaint with the Better Business Bureau, and they referred it to this office for review and response. The following is a conclusion of my investigation.
  
  In your complaint you stated you are paying $50.00 a month for gas you are not using, even during summer months.
  
  Our records indicate you enrolled in the SoCalGas (SCG) Level Pay Plan (LPP) on May 23, 2014. The LPP program helps smooth out and balance the ups and downs of your monthly gas bill by averaging annual gas consumption and costs over a 12-month period. You pay an average bill amount each month instead of actual charges. The LPP program is not a discount program; no savings or lower rates are involved. Keep in mind that accumulating a small variance is normal. You may pay for less than you actually use in the winter but pay for more than you actually use in the summer. The LPP amount is adjusted up or down to minimize the accumulated variance.
  
  This is the reason for you $50.00 monthly bills. I have mailed you a separate letter with a chart that reflects monthly charges and payments versus actual consumption which you should receive shortly.
  
  ************, I hope this helps explain why you are being billed $50.00 monthly.
  
  
  Consumer Response /* (3000, 7, 2022/12/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  How is it that I am charged when gas is not being used? How can prices go from $19.00 per month to $55.00 per month? When discussing my ongoing problem with other seniors that are single and couple, nobody bills are as costly as mine. There is something not equaling out to a single senior living in a house alone, with increases that are mysterious.
  
  
  Business Response /* (4000, 16, 2022/12/27) */
  ************, you pay an average bill amount each month instead of actual charges on the Level Pay Plan (LPP). The difference between the actual charges and the Plan Amounts billed is know as the "variance". The monthly plan amount is re-evaluated every six months and it may be adjusted up or down to minimize the accumulation of the variance on your account. The LPP is not a discount program. No savings or lower rates are involved. However, you may cancel voluntarily at any time. When canceled, we reconcile what you paid with what you have used.
  
  As a result, you are charged in the summertime for gas you used in the colder season that you have not paid for yet. The Level Pay Plan (LPP) is designed specifically to avoid you having to pay the amount of gas you use in the colder season and spreads it out over the 12-month period. Your December 27, 2022, bill is actually $163.02 for gas used, but you are billed $55.00 because that is your LPP amount.
  
  There are three factors taken into consideration when we re-evaluate your LPP amount every six months: Amortized Amount, average gas consumption over the last 12 months, and projected cost of gas over the next 12 months. Please keep in mind that you pay less than you actually use in the winter, pay more than you actually use in the summer, and accumulating a small variance is normal.
  
  The meter serving your residence was retrofitted with a Meter Transmission Unit (MTU), as part of a major project undertaken by SoCalGas (SCG) to convert to Advanced Meter (AM) Technology. The MTU is a wireless communication device that automatically and securely transmits encrypted natural gas usage data to our Customer Service Billing Centers. The MTU replicates the gas meters reading index, the same reading index that was historically read by our meter readers.
  
  Review of your account, the progression of the meter reads, and all available information, indicate you were only billed for gas which registered on your meter. SCG is only responsible for the operations of an accurate meter and the calculation of the bill. You are responsible for your facilities, the gas appliances and the gas consumed.
  
  Please call our Residential Marketing department directly at: ************** if you have any questions or concerns or want to cancel your Level Pay Plan.
  
  
  Consumer Response /* (4200, 18, 2023/01/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  But being this is a no win solution, the company is going to continue with increasing payments. I was paying $19.00 pe month; now $55.00 for a single senior citizen, this is totally unacceptable to believe. It is only cold about two months in a year. Realizing politically citizens will not be treated fairly in the world we are living in. Its a wrong that will not be corrected.