Complaints

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:06/17/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Keep signing up for autopay and it keeps getting disconnected which results in large balances, late charges, and no notifications are given until account is facing shut off. I signed up for a payment arrangement and again signed up for autopay, but ended up never taking out the payments without notification and now face shut off if full balance not paid. Unfortunately only solution offered to resolve is to call and business hours are same hours of my employment. Just want to be able to keep payment plan originally agreed on.

  Customer Answer

  Date: 06/20/2025

  A representative reached out via email and was aw to get me back on a pay schedule so issue has been resolved. 

• Initial Complaint

  Date:06/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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 have contacted CNG multiple times to try to work out payment arrangements for my gas. I need the gas in my home as I am a diabetic and need to cook my meals. Unfortunately, because I do not have state assistance I cannot be on the energy assistance plan. I work and they go by my gross income instead of my net income, I get over $1000 in taxes taken out of my check every single pay period. I cannot afford to pay over $200 in gas, plus my rent, bills, and purchase food. I tried to get a payment plan, they wanted to do the financial assistance which is paying a monthly fee on the balance of that month, every month after that is not part of that financial agreement. If I can pay $75-$100 monthly, I can do that but I don't even qualify for the match program. I have diabetes, my provider filled out a medical protection form and now they are sending me a shut off notice. How can I be shut off when I have medical protection and no matter what I do, no matter how much I pay or what I do in my home the bill every month is about $250! I have a medical protection form because I need the gas in order to cook my meals.

  Business Response

  Date: 06/23/2025

  After reviewing the customer’s
  records, *** ****** does have serious medical protection on her account,
  however, this protection only prevents disconnection between the winter
  moratorium period of 11/1 through 5/1. 
  Life-threatening medical protection is the designation that prevents disconnection
  year-round.  The account designations for
  medical protection are decided by the customer’s medical provider. 
  
  The Company Review Officer
  made contact with *** ****** and came to an agreement on a payment arrangement
  that was suitable for her.    
  
  *** ****** is all set and has
  the Review Officer’s direct contact information should she have any future concerns
  regarding this matter.
  
  Thank you for contacting the Company.  

  Customer Answer

  Date: 06/24/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:05/28/2025

  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.

  CNG ALWAYS MAKES A MISTAKE WITH OUR METERS WHEN NEW TENANTS MOVE IN AND I HAVE CALLED SO MANY TIMES TO CORRECT THE ISSUE NO ONE EVER CALLS YOU BACK AND NO ONE EVER CORRECTS THE ISSUES NOW THEY WANT TO CHARGE US FOR THERE MISTAKE ITS INSANE.

  Business Response

  Date: 06/09/2025

  After
  reviewing the customer’s records, *** ********* prior account was closed in
  3/2020 after a new tenant contacted the Company to establish service under *** *********
  meter.   After realizing that his account had been
  closed, *** ******* contacted the Company to establish a new account in
  December 2024.  Following this, corrections
  were made to the account and *** ******* was back billed one year for service since
  he had been living at the location using gas and was not being billed leading
  to total charges of $606.28.  These
  corrections were based on the customer’s actual usage.  Under ******* ******* ** *** ** General
  Statutes, the Company may hold the customer responsible for inaccurate billing
  for up to one year.
  
  ***
  ******* contacted the Company on 5/28 to enroll on a flexible payment arrangement
  so he can breakdown the balance of $606.28 and pay it off in monthly installments. 
  
  The
  Company Review Officer contacted the customer following this to discuss his concerns.  The Review Officer advised the customer that
  he should contact his landlord to ensure that new tenants are given the correct
  unit and/or meter number when contacting the Company to conduct a move in, so this
  situation does not happen in the future. 
  The Review Officer also attempted to discuss financial hardship and the
  Matching Payment Program with the customer, however, *** ******* advised that
  he was all set with his current flexible payment arrangement.
  
  The
  customer has the Company Review Officer’s direct contact information should he
  have any further concerns regarding his matter.
  
  Thank
  you for contacting the Company.  

• Initial Complaint

  Date:05/27/2025

  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.

  Had an appointment to reconnect my service on 05/22/25. Waited all day for someone, nobody ever showed up or called. Extremely unprofessional. This company demonstrates a lack of care for the customers and their time. There is no competition in this area and they have no incentive to do better. Now my family and I have to endure a long weekend with no heat.

  Business Response

  Date: 06/05/2025

  After reviewing the customer’s
  records, his account was disconnected for nonpayment on 4/29 and as a result of
  not contacting the Company, the account was closed as of 5/11.  The customer contacted the Company on 5/22 to
  establish a new account and have services reconnected.  Since it was the afternoon when the customer called
  on 5/22, the representative advised the customer that the reconnection would be
  scheduled for the following day on 5/23. 
  The customer didn’t seem to object to this and advised that an
  appointment after 5:00PM would be ideal. The services were restored after
  5:00PM on the evening of 5/23.
  

  The Company Review Officer
  left the customer several messages to discuss his concerns but has not received
  a call back.

  Thank you for contacting the
  Company.

• Initial Complaint

  Date:03/14/2025

  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 called CNG today because the heaters in my house aren't working and I need someone to come out to check what the problem is an they refused to send someone stating they don't have appointments until the end of the month but this to me is an emergency. I'm basically paying for services I'm not receiving. How is this fare?!

  Business Response

  Date: 03/26/2025

  Upon receiving the intake,
  the Company Review Officer left the customer a message on 3/14/25 to advise
  that after consulting with the Dispatch Supervisor, the Company was able to move
  up the appointment for the no heat call to 3/18 if the customer approved.  The Company Review Officer did not receive a
  call back from *** ******.  However,  the Company Review Officer was finally able
  to make contact with the customer earlier today who advised that her equipment has
  since been serviced.
  
  Additionally, although the Company
  does offer service work, the customer is not paying for services she is not
  receiving as described in her intake because she is not enrolled in a service
  contract.
  
  If the customer has any further
  concerns she has the Review Officer’s direct contact information. 
  
  Thank you for contacting the Company. 

• Initial Complaint

  Date:12/17/2024

  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.

  Complainant: ****** *******
  Address: ** ***** ******* ********* ** *****
  Account Number: **************
  Date of Sale: November 7, 2024
  Company: Connecticut Natural Gas (CNG)
  
  Nature of the Complaint:
  On November 7, 2024, I sold the property located at ** ***** ******* ********* ** *****. Immediately following the sale, I notified Connecticut Natural Gas (CNG) to close my account associated with this property and to cease any further billing, as I no longer owned or resided at the property.
  
  Despite my request and clear communication to close the account, CNG has continued to bill me for services that I should not be responsible for post-sale. As of today, I am still receiving bills, and the account has not been properly closed. This is causing me unnecessary financial and administrative burdens.
  
  Desired Resolution:
  I request the following actions to resolve this issue:
  
  Immediate closure of the account (Account #**************) associated with the property located at 47 Seyms Street, Hartford, CT, as of November 7, 2024.
  Immediate cessation of all future billing for this account.
  A review and correction of any erroneous charges applied after November 7, 2024, and removal of those charges from my account.
  Confirmation in writing that the account has been closed and the matter is resolved.
  I expect timely communication and resolution of this matter. Failure to address this issue will prompt me to take further action.
  
  Thank you for your attention to this issue.
  
  Sincerely,
  ****** *******

  Business Response

  Date: 12/29/2024

  We apologize for the customer’s experience.
  
  After receiving the customer’s inquiry, the Company Review
  Officer contacted *** ******* to discuss his concerns.  The customer requested that services be
  stopped as of 11/5/24 as the property had been sold.  The Company has since backdated the move out
  to 11/5 and reversed the charges following this date.
  
  The Company Review Officer sent the customer an email regarding
  the completion of his request along with the final bill for the account in
  question.
  
  Thank you for contacting the Company.

  Customer Answer

  Date: 12/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I disagree with the ** ***** ** ****

  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:11/06/2024

  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.

  CNG is refusing to give me an appointment time to start service on my new property (condo) in ***** ***** ***********. They refuse to give me an appointment and continually say that I must wait there all day for a provider to show up at my location. I tell them that in my 34 years on Earth that I have never had such an issue with a company. The company will tell me that I have an appointment for a date that I did not give them, the company will make **** ****** *** ****** ****** over the phone when I call, the company will laugh at me (the customer) over the phone when I ask them to move quickly as I don't have much time, they refuse to accommodate my schedule or tell me an appointment time to come out. A 12 hour window is NOT an appointment time, a two hour or one hour window is more feasible but they are not budging on the 12 hour window. They expect me to wait around all day long from dawn to dusk for an appointment to begin service. They are very rude and refuse to listen to customers. I have been unable to set up an appointment for over a week now despite my trying to call and make an appointment several times. They are very rude and very unprofessional. I just bought a property there and I told my realtor to put in back on the market if they cannot find out how to treat people right.

  Business Response

  Date: 11/15/2024

  The customer’s services were restored on 11/8 after
  contacting the Company and scheduling a reconnection on 11/7.
  
  The Company must have someone 18 years or older who will be available
  at the location to let our technicians in to relite the appliances when they
  arrive for a turn on.  As the representatives
  the customer spoke with advised, the Company is unable to provide an exact time
  that a technician will arrive for an appointment, especially this time of year
  as we enter the winter season. On top of scheduled work, our technicians must
  also attend to gas leaks and other emergencies that take place in the field.
  
  No quality or compliance issues were found when reviewing
  the customer’s call logs.
  
  The Company Review Officer left a message for the customer to
  discuss his concerns and is awaiting a callback.
  
  Thank you for contacting the Company.

• Initial Complaint

  Date:08/12/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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 purchased the property at ** ***** ****** ********* ** *****. in March 2024 and promptly opened an account with CNG. Since initiating service, I have consistently been billed around $100 to $150 per month. However, I recently received a bill totaling $3,852.16 for the period from June 26, 2024, to July 24, 2024, due to a sudden meter reading taken in July 2024.
  
  Upon contacting CNG to understand the rationale behind this exorbitant bill, I was informed that the meter had not been read since September 2023, and all previous bills were based on estimated usage. As a result, the substantial amount currently billed appears to cover gas usage dating back to September 2023, which includes a period when I did not own the property.
  
  1. Lack of Proper Meter Readings: It is unacceptable that CNG failed to perform a proper meter reading for such an extended period, especially as I rely on accurate billing for budgeting and financial planning.
  2. Billing for Previous Owner’s Usage: The bulk of this bill seemingly accounts for gas used between September 2023 and March 2024, prior to my ownership of the property. This amount should not be my responsibility.
  3. Inability to Provide a Breakdown: CNG was unable to provide a detailed breakdown of gas usage between the last meter reading and my ownership period. This lack of transparency prevents me from verifying the charges and challenging them appropriately.
  
  I request that CNG immediately reassesses this bill and provides a detailed breakdown of usage that accurately reflects the period I have owned the property. I also request that they reallocate any charges incurred before my ownership to the appropriate party. Moreover, I would like CNG to establish regular and accurate meter readings to prevent such issues in the future.
  
  I believe that this situation has been handled poorly and that CNG’s billing practices, in this case, are both unfair and potentially in violation of consumer protection regulations.

  Business Response

  Date: 08/22/2024

  After consulting with our Billing Team, it was determined
  that the Company would not be charging the customer for the usage based on the
  actual read from 7/11/24 because we had been receiving estimates recording no
  change in usage since 10/24/23, and the customer just took over service in
  March of this year, so the Company would not be able to determine the usage from
  *** ******* compared to the usage by the prior customer.    
  
  The dial on the meter has since been replaced and the customer
  should continue receiving actual reads going forward.
  
  After reviewing the customer’s records, The Company Review Officer
  contacted the customer to discuss her concerns. 
  He apologized for her experience, advised of the above information, and
  explained that the charges of $3,852.16 were reversed. 
  
  A new bill is now set to generate tomorrow 8/23 following the
  reversal.  The customer now has a balance
  of $261.05 which also includes a $5.00 goodwill credit to offset *** *******’s
  late payment charges.
  
  The Company Review Officer will be sending the customer her
  new invoice tomorrow via email after it generates.
  
  Thank you for contacting the Company.

  Customer Answer

  Date: 08/23/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:07/15/2024

  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.

  On around 6-12-24, we were visited by a representative of Connecticut Natural Gas (CNG) who told us that the shut-off to our gas supply had to be brought up to code by elevating it above ground. The shutoff was adjacent to the northeast corner of of our patio. The patio had installed in July of 2023, and in order to access the shutoff, several of the patio pavers would have to be removed. We were assured that CNG would cover the cost of restoring the patio.
  
  CNG completed the project on 7-2-24, removing 14 patio pavers. The individual overseeing the project was Tim M*****, who assured us that CNG would cover the cost of the patio restoration, but provided no details as to how funds for the repair would handled.
  
  We wanted the same company who the installed the patio (***** *** *********** *** ********) to do the repair, knowing that the materials for the base, perimeter, and paver joints would be consistent with the original installation, and the proper pitch would be maintained. I contacted ***** *** on 7-8-24, and they informed me that they do not do repair estimates, but bill for the repair on a man-hour basis. Also on 7-8-24, I called Tim M***** of CNG, and left a detailed voicemail regarding my conversation with ***** ***, and requesting information on how to receive compensation from CNG. Mr. M***** did not return my call that day or the next morning.
  
  On 7-9-24, I sent Tim M***** of CNG a detailed text, again explaining the project history and our need to move ahead with the repair, and again requesting information on receiving compensation from CNG for the repair of our patio. Mr M***** did not respond. On 7-10-24, I accessed the “Contact Us” page on the CNG website, where I entered the history of the project and the need to complete the patio repair and subsequent compensation. Once I entered and sent my inquiry, an automated response was generated tat said that they would respond within 3 working days. To date I have not received any response

  Business Response

  Date: 07/26/2024

  We apologize for the customer’s experience.
  
  After receiving this inquiry, the Company Review Officer
  contacted our Lead Supervisor of Operations to reach out to the customer.  He contacted the customer on Monday 7/22 to
  discuss his concerns.  We are currently waiting
  for the customer’s contractor to provide the Company with information so we can
  have them repair the patio.  The supervisor
  is going to call the customer back to address the repairs after we receive an
  update from the contractor. 
  
  The customer didn’t hear back from the supervisor originally
  because he was away.
  
  Thank you for contacting the Company.

• Initial Complaint

  Date:06/17/2024

  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 have had a matching payment program through CNG, and they say I need to make sure I apply for energy assistance which I get. During the winter I received a credit to my account & mistakenly I didn’t pay my $50 monthly because I didn’t know I had to with the credit. I called CNG & was told to be back on the matching payment program I had to pay $226.53 by June 3rd. I paid $227 way before June 3rd. I get a bill that isn’t showing my payment is $50, it’s saying $850+. So I call again & im told that I paid the $227 but I was late in paying $49.11, I never knew about the $49.11, so I’m told pay that & I’ll get placed back on the matching payment program. I pay it & I receive a disconnection letter. CNG sets people up for failure. If I’m on the matching payment program, why was my bill when taken off $1030? What am I paying on the matching payment program? I’m getting the run around with this matching payment program when now I have to reapply for energy assistance in 2 months. So my matching payment is going towards what? Seems ridiculous that I’m paying just the surface of something to end up with a huge bill when/if I ever have to shut service off because I’m moving. I don’t get it. I keep calling to rectify this bill, get back into the program so my gas isn’t turned off & keep getting a runaround. I have asked to speak to a manager & am told that an email will go to a manager who would call me & I never get that call. I have to call & explain the situation again to someone who doesn’t seem to know what they are doing. I am a diabetic & I need gas in order to make food. I need to get this situated. I’m using money for other bills to pay this bill as I’m told & it’s not helping the situation! I asked to explain when I had to pay, I got the meter is going to be read around 06/28, so you will get a new bill with the $50 payment. No explanation. I usually pay my gas bill towards the middle of the month because of rent & I get paid biweekly

  Business Response

  Date: 06/28/2024

  The Company Review Officer contacted *** ******
  on 6/20/24 to apologize for her experience and advise that in order to be
  re-enrolled on our Matching Payment Program, she would need to make an
  additional $50.00 payment before her July meter read date.  The reasoning behind this is that from the
  customer’s enrollment date on the Matching Payment Program of 11/01/23 through
  her July meter read date, she must be up to date with 8 payments of her $50.00
  budget totaling $400.00 and was a $50.00 payment short of being current.  *** ****** made this payment the same day and
  has since been re-enrolled on the Matching Payment Program.  The customer will now be matched in the
  coming weeks by the Company for her Energy Assistance Grant and payments she
  has made since enrollment on 11/01/23. 
  
  The customer is all set.
  
  Thank you for contacting the Company.