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:12/23/2022

  Type:Order 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.

  Hi everyone.
  So it's the day before Christmas Eve, and our gas was shut off. We just moved to the area and our attorney said that all the utility services were transferred into our name. We previously had a CNG account at our old residence and were told to wait for something in the mail. We waited and heard nothing so we assumed it was all figured out. With no notice, they shut our gas off the day before Christmas eve, the day before it will be 11 degrees outside, and again, with zero notice. When we woke up this morning, we called the emergency services and MULTIPLE staff told us they were open today but for a shorter day due to the holiday. We called when we were told they opened (9 am-2 pm) and they had an automated message saying they were closed for the holiday and won't be back until Tuesday. We have elderly people here and three dogs. Emergency services could not help us turn our gas back on so we called the town and even they could not get a response from them. We looked at reviews of this company and everyone says they don't care who is without heat, won't come out when they say they will, or straight up won't answer. They know they are the only gas company to service our area, so we have no choice but to deal with it. It is so frustrating and we were given incorrect information because of a miscommunication. I know as a consumer that the company cannot shut services off on any day that they are not in the office the next day or when the next day is a holiday, so the fact that they shut our services off with no day to correct the situation is absurd to me. It is not like we avoided paying the bill, but now we have to buy multiple space heaters to prevent our pipes from bursting.

  Business Response

  Date: 01/05/2023

   

  We apologize for the circumstances
  described.  Our records indicate that the
  account for the address in question is under a different name.  Due to confidentiality, we would need to
  speak with the customer of record. 

  The customer may contact our
  Customer Care Center at ***** ******** for further assistance.
  

  Thank you for contacting the Company.

  Customer Answer

  Date: 01/05/2023

  
  
  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:11/30/2022

  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 received a shut off and final notice in October 2022, my gas was disconnected and I called CNG to make a payment. I was advised to pay a certain percentage of my bill, therefore I made a payment of $200 on October 27th... less than a month later, around November 18th I received another shut off notice. On November I completed and submitted an online application for energy assistance on Ct.gov. I submitted all required documentation and received a confirmation email advising to allow up to 45 days to receive a response. I called and spoke to a representative on November 22nd to advise of this and to set up a matching payment plan and was advised I will receive a letter in the mail advising how much I will have to pay on a monthly basis. I go away for the Thanksgiving holiday and check my mail today and I receive another final notice letter stating that if I do not contact them to pay my bill and make a payment arrangement my gas will be turned off by 11/28. Today is now 11/29 and I go to use my gas and notice my gas stove is not working. After making the necessary steps to keep my gas on and setting up a matching payment plan CNG came out again and disconnected my gas. I am highly disappointed. I called this afternoon, after work to speak to some one in regards to my account and due to the long waiting time I opted for the call back option. I am currently waiting for a call back. I have children and being in a cold house without hot water, experiencing the inability to cook is very difficult.

  Business Response

  Date: 12/12/2022

  We are sorry to
  learn that Ms. ******** service was disconnected and for any inconvenience that
  she experienced as a result. To address the customer's concerns, the Company
  Review Officer called her on 12/5/22 and left a message.
  
  We reviewed the
  account and found that Ms. ****** had contacted the Company on 11/22/22 and
  explained to the representative that she applied for Energy Assistance, which
  can take 45 days to receive a response for her application. There was
  discussion that if/when she is approved for Energy Assistance, we will enroll
  her account on the Matching Payment Program. A letter would be sent once the
  account is placed on the Matching Program.  Ms. ****** advised that in the meantime she would called back on
  11/23/22 to make a payment of $200. Our records indicate that the payment of
  $200 was not received to stop the disconnection.
  
  On 11/29/22, Ms.
  ****** contacted the Company and a within 24-48 hour reconnection order was
  issued for Ms. ****** to apply for financial hardship. The account was given 60
  days of protection to prove hardship and enroll in the Matching Payment
  Program. The service was reconnected on 12/1/22.
  
  We do apologize if
  there was any confusion pertaining to the conversation on 11/22/22 and for the
  longer wait times. If Ms. ****** has any questions or concerns regarding this
  matter, she may call the Company Review Officer.
  
  Thank you.

• Initial Complaint

  Date:11/28/2022

  Type:Customer Service 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 needed service for my newer residence. I spoke with 6 different reps with 3 different levels of support: recently trained, did not want to work there anymore, and their 1 gem that explained to me the full process to get services on. (She was my favorite one). Here is the core of the story; they needed my information to verify that I lived there and I am who I say I am. (****** reference came in my mind during the typing of this publication). I sent the info and was told that it would take 1 hour to get this going. 2 weeks later is when I followed up and no callback was done after I was told I'd get one. They asked me to resend the documents, and I did. They asked for the meter number which they said the lost. (No idea what that meant). So today I called and I spoke with a rep. I briefly explained what the gist was and was placed on hold for 13 and a half minutes to get the answer, "You need to resend the paperwork." As I requested for a Team Lead or Supervisor, she proceeded to over talk me and and spoke then acted condescending towards me about the situation. I have called to set up an arrangement to prevent services from getting shut off before getting the gas on, and no one assisted me. I called to ensure my services would be protected, and without any follow up besides the mail and the unreturned phone calls, my services are now off. I want an experienced rep for a follow up to help fix this CNG error or I will continue to escalate this further.

  Business Response

  Date: 12/07/2022

  To address Mr.
  ********** concerns, the Company Review Officer contacted him on 11/29/22, and
  also has spoken him a couple more times since. The service was reconnected on
  11/29/22.
  
  We reviewed the
  account and found that the service was disconnected in July 2022 because there
  was no active account holder for the service. The customer called the Company
  in July and a few times in September to establish service. He was asked to
  provide documentation to verify his ID and the start date for his new account.
  The documents were verified on 9/27/22, the service was reconnected on 10/3/22,
  and the new account was established as of 2/1/21.
  
  We further reviewed
  the account and found that the service disconnect on 11/28/22 was caused by a
  past due balance. Our records indicate that Mr. ******** had contacted the
  Company on 11/16/22 prior to the disconnect, and requested a call back through
  the automated system. Our records show that we called the customer back on
  11/16/22 and we were not able to reach him. A voicemail was left.
  
  We do apologize for
  the circumstances described by Mr. ******** and the quality of service that he
  received. The Company Review Officer has spoken with the customer about his
  experiences, and has addressed this matter accordingly. We worked with Mr. ********
  on a satisfactory solution.
  
  If the customer has
  any additional questions or concerns, he may contact the Company Review
  Officer.
  
  Thank you.

  Customer Answer

  Date: 12/07/2022

   

  Hello everyone,

  This is not a rejection of the company's response, but more of a call to action with their negligence and the actual events that occurred that led to these events. I would like to address the first part of the response regarding the initial trend that happened to this. Typically, when a new resident does move into the building, a my move mail is sent to their address. The services were cut off in July of 2022, but no attempt was made to contact whoever was leaving in that address. I wanted to ensure I filled in the facts that were not placed on the first part of their response. The documents requested should only proved my residency and services should reflect the 9/27/2022 start date. This was a company error, and as I consumer, I am being punished for it.
  
  Secondly. the response vaguely acknowledges the number of calls I made into the company to find a fair solution, and noted the calls that would tend to let the reader feel I was at fault some poor communication from the beginning. The record does not reflect the 15 calls starting in July and well into September and October calls I made to get assistance. I was met with unprofessionalism, mistreatment, and limited assistance to find a fair solution. Regarding the callback attempt, the automated system is outdated and faulty, which caused delays in reaching a resolution. I need to record to reflect this in order enforce the message a call to action is needed with this company and its business practices.

  Lastly, this apology delivered is weak, unapologetic, and uncaring from the concern of the company. The company address me as "Mr. ********", then towards the end referred to my as customer, as if they felt the need to discredit my experiences to get to this point. The initial complaint was made about the customer service and the lack of help provided towards me, and the company felt to address a bias detail of the situation without the facts I listed in my previous complaint and the lack of accountability for their error. In the spirit of fairness, however, I would like to acknowledge the Company Review Officer for their due diligence and true understanding of the situation and has the ability to bridge the gap between the company and the consumer. I mentioned in one of my calls that their interaction alone made me feel heard and valued. If everyone, or even, the first person I interacted with had the same level of empathy and understanding, this would not have needed to be escalated to this point now. I feel that we do not have a resolution, but I can agree we are working towards a resolution. Just because you have a monopoly in an area, does not give you permission to undervalue your consumer. 
  
  I look forward towards finding a resolution, and hope this does help the company change its work culture and practices to make is a premier provider of services.

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

  Business Response

  Date: 12/08/2022

  Thank you for
  providing Mr. ********** additional comments. We do apologize for his
  experience and very much appreciate and value his feedback. He has been
  wonderful to speak with during this process. In response to his concerns, steps
  have been taken internally to address them accordingly. To further assist Mr.
  ******** with this matter, the Company Review Officer will call him directly.
  
  Thank you for
  contacting us.

• Initial Complaint

  Date:11/15/2022

  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 recently moved to a new address. I’ve tried to get my gas connected now for a week. After multiple times of calling the business I was able to finally reach them on a Friday. They assured me that my gas is active and I would have hot water. That was not true. I have no hot water and no fire when trying to use my gas stove. I called them back to relay the information. They assured me again that it was indeed active and there was nothing more to be done. After 4 hours of the back and forth I begged to set a service date so that someone could check things out. Annoyed, the lady set the appointment for Monday. No one ever showed up for my service appointment after they insisted I needed to be here in person and I must block the whole day, till 11pm. I took the whole day off work. No one ever came. There is no late night hour number to reach anyone. It’s 30 degrees outside and I still have no hot water and cannot cook. I want my hot water on ASAP and I would like a reimbursement of my time for the whole day of work, the hours I had to sit on hold and be passed around, as well as the time and efforts I’ve had to put into filing this report.

  Business Response

  Date: 11/28/2022

   

  To address the customer’s concerns, the Company Review
  Officer attempted to reach her on 11/15/22 and 11/17/22, and left messages. Ms.
  ****** returned the call on 11/17/22 and left a message for a call back. We called
  Ms. ****** back on 11/22/22 and left another message and are awaiting another
  call back from the customer.

  The service was reconnected on 11/15/22. We do apologize
  that we have not yet been able to connect with Ms. ****** and for any
  inconveniences experienced by the customer.  She may contact the Company Review Officer
  directly regarding this matter.
  

  Thank you for contacting us.

• Initial Complaint

  Date:10/24/2022

  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.

  Moved into new place 10/01/22, gas was disconnected I called ahead on 09/28/22, as of today 10/21/22 still no service, I have no balance, however I’m suffering. I’ve called and made several complaints asking for a resolution and they kept saying there’s nothing they can do but schedule a service call several times, I’ve had three different service appts. each time I called back in I got a new appointment. Today I was told someone will be out “TODAY” and here it is 9:53pm est. and no one has showed. Still no hot shower, can’t cook, nothing. Worst experience in my life. I’m miserable and it seems no one there knows what they’re doing. I need a lawyer at this point. How is it I never had service here ever and no one can come and turn it on. This is the worst service I have ever had in my life. It’s also the weekend, which they have done already several time due to being unable to contact anyone. I’m sure a lawyer can get those voice recordings and find out all the run around s I have been getting and it below 40 degrees here tonight. This should be illegal.

  Business Response

  Date: 10/24/2022

  We are sorry to hear
  of the circumstances described by Ms. ****. To address the customer's concerns,
  we reviewed our records for this account and found that ****** **** is not the
  current customer of record. Due to customer confidentiality, we can only discuss
  this matter with the current account holder.
  
  If the customer
  whose name is on the account is in need of any further assistance, they can
  contact the Company Review Officer at ###-###-####.
  
  Thank you

• Initial Complaint

  Date:10/24/2022

  Type:Customer Service 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 made a call it is now 5.14pm date 10/21/22 i called at 12.30p been on hold waiting for 4hours 22 minutes

  Business Response

  Date: 11/04/2022

   

  We understand the customer’s concern
  and apologize for her experience.  We
  have been experiencing high call volume resulting in longer than normal wait
  times.  We have since contacted Ms.
  ******** and fulfilled her request.  Ms.
  ******** was satisfied. 
  

  Thank you for contacting us.

• Initial Complaint

  Date:10/21/2022

  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.

  Moved in to an apartment serviced by CNG (Connecticut natural gas) and started service. I was not charged for the first two or three months. I inquired with them about why I was not being charged and specifically said please fix this, I do not want to have to pay back a thousand dollars in gas bills when I move out. My ticket was closed and was told it was fine. I begin to get charged around 18 dollars a month until I move out. Once I move out I get a bill for over 700 dollars. They request I pay it immediately. 3 calls later we agree to a payment plan but I will need to have an active service. I am now being charged for gas at the apartment I no longer live at in addition to my payment plan. I just received a bill of 48 dollars added on to what I owe them, at this point I have payed off 36, 45, and 75 dollars over the past two months. My balance still states I owe them 723 dollars.

  Business Response

  Date: 11/04/2022

   

  After careful review of Mr.
  ********* account, we contacted him on 10/26/22 and explained that he was initially
  being billed only our customer charge from his move-in date of July 19, 2021 through
  his move-out date of August 19, 2022 because his meter was not registering
  usage.  Once we obtained the proper meter
  reading, the Company back billed Mr. ******* from July of 2021 through August
  of 2022 for the usage that was not billed.  Mr.  ********* account is closed
  since August 19, 2022 and no further charges are being billed.  We apologized for any inconvenience and
  granted Mr. ******* a long-term payment arrangement.  Mr. ******* was satisfied.   
  

  Thank you for contacting us. 

  Customer Answer

  Date: 11/04/2022

  
  
  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:10/17/2022

  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've been trying to get gas service turned on at my new home for almost a month now. I started with an online request to transfer service back in September. After no response or acknowledgement of the request I attempted another online transfer request a couple days later. After still hearing nothing I called and was given an appointment almost three weeks out to activate on my gas service for Friday 10/14. I was warned that there would be a $100 surcharge if the appointment was missed or needed to be rescheduled. I missed work on Friday in order to be home for the appointment. By 4:30PM I was suspicious that no one would be showing up and I called again. I was reassured that someone would be out by midnight. So of course, CNG blew off the appointment entirely without so much as a notification email. I called again this morning (10/15) for a status update and was told that 70 service appointments were missed yesterday and someone would be out today. Once again, no call and no show. I've been without hot water for almost a month now and with colder weather approaching I'm now concerned about not having heat. The disorganization, lack of communication, and lack of accountability are unacceptable and a clear abuse of power, since I don't have the option of taking my business elsewhere. Furthermore, for CNG to have the audacity to have a surcharge policy for missed appointments given their consistent failure to keep appointments on their end is appalling.

  Business Response

  Date: 10/18/2022

  We do apologize for
  the circumstances described by Ms. *******. We reviewed our records for the
  customer's account and found that the customer had contacted the Company on
  9/30/22 to start service and was given a turn on date of 10/14/22. Our records
  indicate that service was connected on 10/17/22. For Mr. *******'s
  inconvenience we have applied a credit to her account.
  
  If the customer has
  any additional questions or concerns regarding this matter, she may call the
  Company Review Officer at ###-###-####.
  
  Thank you

• Initial Complaint

  Date:10/07/2022

  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.

  After 4 calls and waiting for hours on the phone I was told 3 days in a row that a service technician was being sent out to reconnect my service. A service technician has yet to arrive. My gas payments were on autopay and somehow CNG’s system switched that off. The wait times for a call back are hours long and when you get a call back it’s of no use. They make you wait all day instead of properly scheduling appointments. It’s sad that they are a monopoly and seem to have no oversight

  Business Response

  Date: 10/18/2022

  We do apologize for
  the circumstances described by Mr. *******. Our reconnect timeframe is
  typically between 24 to 48 hours. We reviewed the account and found that
  reconnect requested was entered on 10/4/22 and the service was reconnected on
  10/7/22. Considering the date that the service was reconnected, we will have
  the reconnect fee removed from the account.
  
  We further reviewed
  the account and found that the online profile is not set up for automatic
  payments. If the customer wishes to enroll in autopay starting with the next
  billing period, he can log into his account and set up autopay on the
  "Preferences" tab.
  
  If Mr. ******* needs
  any assistance with setting up automatic payments or has any questions or
  concerns regarding this matter, he can contact the Company Review Officer at
  ###-###-####.

• Initial Complaint

  Date:10/06/2022

  Type:Customer Service 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 9/28 we sent in a request to start service at our apartment. Once complete, CNG advised us we would have a start date of 10/6. We immediately called and advised we would urgently need a quicker date as there are children in the house and someone with a medical condition and we would need our heat and hot water on quicker than 1 week. We spent the entire day (9 hours) being transferred to different departments, disconnected, and given a complete run around. They asked that we send in our doctors name and phone number (did that) - nobody responded. By closing time 6pm I was furious and nobody would help me, give me their name, or let me speak to a manager. The next morning when calling someone new told me I needed to send the doctors fax number as well. Given the run around again. Transferred, hung up on, etc. Again. -- For my sanity, I decided to stay elsewhere for the week as the apartment would not be usable under the weather circumstances in *** Now, we are here on 10/6. I have called to confirm my window as I have taken work off today to be here for the turn on. I was transferred and put on hold for 1 hour. When answering, they said they have NOTHING in the system regarding my request. Transferred me again, waited on hold for 52 more minutes, and when asking what is going on with my service, she hung up on me. I just called back and they said the wait time is 2-3 hours. I have no heat and hot water in my house still. Nobody is helping me. This should be illegal and I should sue for emotional distress because what they are putting my family and I through. I do not know what else to do.

  Business Response

  Date: 10/11/2022

  To address the
  customer's concerns, the Company Review Officer called her on 10/11/22. Ms.
  ****** indicated that there was some confusion and she had spoken with a
  representative who resolved her issue and she is all set. The service was
  reconnected on 10/6/22.
  
  If the customer has
  any additional questions or concerns, she may call the Review Officer at *** *********
  
  Thank you