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:09/14/2022

  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 voicemail from a John from CNG (9/7) telling me they would be replacing my gas meter on 9/12 and I would need to call CNG to schedule an appointment to have my gas turned back on. I called John and left a voicemail explaining that this week was a bad week for me. My mother's memorial service and repast is on 9/17 and I needed my gas on. I left two messages and offered to leave my slider unlocked allowing them to come in a turn the gas back on.
  
  John returned my call on 9/13 apologizing for the delay in his return call. He says they have to come out this week and they would be replacing the meter on Wednesday (9/14). Nothing else, no explanation as to why it needs to be done this week or why they are changing the meter.
  
  I have called CNG multiple times today hoping to speak to him and I keep getting transferred to his voicemail. I left two today. When I spoke to the call center, the soonest someone could come out to turn the gas on would be Monday, 9/19. How is this good business? How can a company with a captured customer base be allowed to turn off my gas and turn it back on based on their schedule? I did not ask for this service and this is a major inconvenience. My water is gas heat and I have a gas stove.
  
  This is unacceptable.
  
  ******* ********

  Business Response

  Date: 09/20/2022

   

  We are sorry to hear of the
  circumstances described by the customer and for her loss. We reached out to Ms.
  ******** on 9/19/22 and apologized for any confusion.  The replacement and reconnect were scheduled
  for 9/14/22 and completed on the same day as intended.  The customer was satisfied with this outcome.  Thank you for contacting us.

• Initial Complaint

  Date:09/13/2022

  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 have tried a number of times to reach a live representative about a billing issue,
  without success. The system is automated, and calling CNG is highly frustrating
  because there's seemingly no way to indicate that the caller needs a live
  person.
  I emailed CNG about this; the response was to call the same number that I was
  already using, so it was back to square one.
  CNG should recognize that when a customer calls, it is not always a cut-and-dry
  issue that can be resolved without actually speaking.

  Business Response

  Date: 09/16/2022

  We do apologize for
  any difficulty Mr. ******* experienced while attempting to reach the Company to
  discuss her billing issue. To address her concerns, we contacted the customer
  on 9/14/22 and re-enrolled the account on the Budget Billing Program and discussed updating the credit
  card information used for her automatic payments through our website. The
  customer was satisfied.
  
  Thank you for
  contacting us.

• Initial Complaint

  Date:09/06/2022

  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'm crying in frustration as I write this. My gas has been shut off for 2 months now. Previous to shut off I had attempted to contact CNG several times regarding my bill and payment plan to avoid shut off. I have since tried to contact CNG ENDLESS times to try to resolve my situation calling directly or sending requests through the Web site for a call back. I just want to pay, get my gas shut back on, and go from there. I have not been able to get a real person on the phone, just the endless loop of the automated system which doesn't help me at this time. It's gonna get cold- what am I going to do if no one will help me?

  Business Response

  Date: 09/15/2022

   

  We are sorry to hear of the circumstances described by the
  customer.  We had a representative reach
  out to Ms. ********* immediately after we received the intake on 9/6.  Then, a work order was issued by the
  representative and the customer’s service was reinstated by the next day.  Thank you for contacting us.

• Initial Complaint

  Date:08/18/2022

  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.

  On September 2021 we paid CNG approximately $313.00 for a service contract for the year 2021 - 2022. Within this year CNG must provide our residence an annual home furnace & water heater combination inspection. CNG has failed to do such, we have had this service contract for several years and received an annual inspection in prior years. Two weeks ago, we received a letter from CNG corporation stating that it will be automatically enroll and charge us for the same service plan. Since we have not had our annual inspection, we find this unacceptable. We do not understand how CNG is able to charge us a full amount (with an increase from last year), when they still owe us for services not rendered. In the past year I have not received a phone call (or any other forms of contact) from a CNG associate scheduling an annual inspection. We have called CNG on several instances and an associate has stated they will call us as soon as they are able to book an appointment. We have submitted the attached e-mail to CNG on 8/6/2022 to discuss a path forward. We have not received a phone call, email, or written letter where CNG is trying to work a path forward. CNG needs to understand that an annual inspection is not a perk, but to ensure that our natural gas furnace & water heater combination is running safely and will not be a home safety hazard. If CNG can't provide an annual inspection we are asking them to discount our service plan or forego the charges for 2022-2023, since they owe us from year 2021-2022.

  Business Response

  Date: 08/22/2022

  In acknowledgement of Mr. ******** concerns, we contacted
  him immediately upon receipt of this BBB inquiry and apologized for the delay
  in getting the inspection done.  We
  explained that our inspection period runs from February through the end of
  August of each contract year.  We scheduled
  the inspection appointment for the new contract year (2022-2023) and credited
  his account accordingly.  Mr. ****** was
  satisfied with the resolution. 

  Customer Answer

  Date: 08/22/2022

  
  
  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:08/03/2022

  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.

  CNG refuses to send me a bill thru the mail. Every month customer service says there is a glitch on their end, and next month, no bill. The last time I used the automated system I was given the wrong amount owed. I’m retired and on SS and can’t afford to pay extra for utilities.

  Business Response

  Date: 08/15/2022

  To address Mr.
  ********* concerns, the Company Review Officer called him on 8/3/22 to let him
  know that we have identified the possible cause that had prevented his paper
  bills from going out by mail. We are working to correct it and we will ensure
  that his paper bill is sent.
  
  We apologize for any
  inconvenience to Mr. ******* as a result of this matter and we thank him for his
  patience.