Complaints
This profile includes complaints for National Fuel Gas Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 55 total complaints in the last 3 years.
- 14 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/11/2025
Type: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 contacted National Fuel on March 3, 2025, to schedule an appointment to cancel service at an apartment I no longer resided in. At the time, I was unaware that my presence was required for the service to be discontinued.
I coordinated with the landlord to ensure access to the unit on March 5, 2025, and scheduled the shut-off appointment with National Fuel for that date. The landlord confirmed that someone would be present, and later confirmed that the service had been successfully shut off.
However, I was never contacted on the day of the appointment to inform me that National Fuel was unable to access the unit. As a result, I was billed for March, April, and May—even though I no longer lived there. During those three months, I did not receive any phone calls, emails, or billing notices informing me that the service had not been canceled.
I am requesting to settle my account and only pay for the time I was actually responsible for the service and usage. Thank you for your understanding and assistance in resolving this matter.
Business Response
Date: 07/17/2025
The customer contacted the Company in March 2025 and
requested to end service. The Company’s
customer service representative (CSR) advised the customer that an order would
be scheduled to end the service, however someone would need to be present to
allow the Company access to the meter.
The customer provided a phone number to be called when the Company was
15 minutes away from being at the property.
The customer was advised that if the order was not completed the service
would remain in the customer’s name. The Company advised the customer to call
back to confirm that the order had been completed. When the Company arrived for the appointment,
nobody was present to provide access to complete the order. The order was incomplete. The Company continued to send bills to the
customer for the service. The customers
service ended when a new tenant called to take over service. The Company advised the customer to contact
the owner of the property to see if they would take responsibility for the
service from the point when the customer moved out until the new tenant moved
in. If the owner agrees to take responsibility, the Company will remove the charges from the customer's account and bill the owner.Customer Answer
Date: 07/17/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
They never called me to confirm they went and were not allowed access. had they called me I would’ve made better efforts to have someone present
Regards,
********* ****Initial Complaint
Date:05/23/2025
Type: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.
They already had me a elderly woman with a toddler wait a week in the cold with no way to cook or wash for us or heat now service man supposedly came but I was at door with baby and walking from front to back never seen or heard knock and they say he came and refused to come back and trying to make me wait another week I’m freezing In here I have arthritis and and other medical problems and I need to cook and be warm me and this babyBusiness Response
Date: 05/29/2025
The Company attempted to complete the order on the date it was scheduled but was not provided access to the property. The Company did reach out to the customer and
the order has been completed.Initial Complaint
Date:05/14/2025
Type: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.
National Fuel came out in November of 2024 to verify the location of gas lines in our yard, in preparation for sewer work that needed to be done. At the time, they dug up a small section of our yard and left an orange cone. This was supposed to be fixed and the orange cone removed once the sewer work was complete. No one has come since to fix it. I thought they maybe would wait until springtime to fix it. I have called 3 times. The first time I was in March and I was told I would be contacted in 7-10 business days to arrange it. No one called. The second time I called was in April and I was told that they “escalated” my inquiry but they couldn’t get me to anyone responsible to talk to but I would be contacted in 2 weeks. No one called. So I just called today (5/14/25) and got the same response. They acknowledged everything that has transpired from the last two calls, and said there is still no way for me to talk to someone actually in charge of getting my lawn fixed, and again would have to wait. I replied that if there’s really no one who can even talk to me today, that I would file a complaint with BBB. He said that he would notate that I’m going to do that, but that was it.Business Response
Date: 05/22/2025
The Company has been in contact with the customer and the restoration work has been completed.Customer Answer
Date: 05/22/2025
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.
Regards,
******* ******Initial Complaint
Date:04/28/2025
Type: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 numerous calls to ************* I have not received my $300.00 rebate. I have gotten a constant run around with no consistent or realistic answers.
Ref # from National Fuel is *******
Business Response
Date: 05/06/2025
The Company has been in contact with the customer and the matter has been resolved.Initial Complaint
Date:04/23/2025
Type: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.
National Fuel installed 3 new gas meters in front of my house then turned off my gas and said good luck. I have 2 tenants in my house and I'm required to have gas for them yet National Fuel is playing games and they won't turn my gas back on and won't complete the work to get the line to the new meters. So they left me with no heat, no hot water and they're telling me it's my responsibility to get the gas line installed to the new meters from where the old meters were.Business Response
Date: 05/06/2025
National Fuel has had several
communications with the customer regarding their concerns and the issue has
been resolved.Customer Answer
Date: 05/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]National Fuel purposely delayed installing the 3 service lines to the new meters they installed realizing that it was an urgent matter and hoping I would end up paying for the lines to be installed which I eventually did. National Fuel did nothing and took no responsibility with this matter, they put the onus on me and even when I explained everything they still wouldn't budge and even though customers pay service charges in their bill for this type of install National Fuel is now attempting to make the customer pay for installations.
Regards,
**** **********Business Response
Date: 05/08/2025
Per the customer’s request
National Fuel relocated 3 meters to a new location at no cost to the
customer. The customer was made aware prior to the job that National Fuel
does not pay for the installation of the house lines and that the customer would
be responsible for hiring and paying a licensed plumber to complete the job.Initial Complaint
Date:04/06/2025
Type: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 was contacted by national fuel to get a gas meter reading, the girl on the phone couldn't not schedule a reading when was appropriate for me, I would have to take off from work and give them a 4 hr window, we discussed it and said i could just input the reading on line, I told her that sometimes it will not accept my reading, she said to just customer contact, to help put it in the system,
so far no contact on trying to input it as it does not like my reading, i have two meters, i had no problem with the other meter reading, I get a registered letter in the mail from them saying they billed me 100 dollars for not scheduling a reading and that they were going to be me another 100 dollars, so i called there number and of course no one there left a message and no follow up as usual, the bad part is they were here 6 months ago to replace one of the meters , they couldnt check the readings then or inspect the same pipe that feeds both meters, , this company is a joke, they robocall from a spam number about meter reading and leave partial robotic messages on voice mail, they need to really focus on some customer serviceBusiness Response
Date: 04/16/2025
The Company contacted the customer and the concerns were addressed and resolved.Initial Complaint
Date:03/25/2025
Type: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.
National Fuel has been in our neighborhood for months doing work. When I was at work and my dad was at home watching my child, National Fuel came to our house and asked to access the meter. Our meter was previously located in our basement. They moved it outside, which I do not have a problem with. However, where they put it is now an eye-sore. We put a lot of effort into making our house look nice, and now I feel like the front of my house is ruined. It looks so awful with this giant gray meter on the front of it. They did not ask where I would like it. They drilled a hole into the front of my house to connect the meter, and it looks so awful. I am so upset by their lack of consideration for the homeowner.Business Response
Date: 04/07/2025
The Company has been in contact with the customer and addressed the customer's concerns. The customer was satisfied with the outcome.Customer Answer
Date: 04/07/2025
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.
Regards,
**** ********Initial Complaint
Date:10/28/2024
Type: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 moved out of my apartment in in June 2022 and had called to have my service disconnected after I moved in with my partner. To my knowledge I had my service shut off. Never received info from national fuel via email or when I had my mail forwarded when I had change my mailing address. Today I get a bill from a debt collector for national fuel 683 dollars. No contact from the company the whole time and now I get this bill. I wasn't aware my service was on and someone else ran the bill up when I was no longer living there and didn't know who moved in so I don't know who was using my info to get free gas.Business Response
Date: 11/13/2024
The Company reached out to the customer to address their
concerns. The Company advised that there
is no record of the customer calling to end service with National Fuel in June
2022, and bills were being sent every month to the customer at the service
address. Because the customer did not
call to end service, they are responsible for the debt. The Company advised the customer to contact
the landlord to see if they would take responsibility for the debt and to call
us back to advise the outcome of the request.
The Company has not heard back from the customer.Initial Complaint
Date:10/21/2024
Type: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 service address involved in this complaint is property I own at **** ******** ***** ******** ******* ** *****. That is currently a rental as I reside in Arizona. In or about mid-2022 National Fuel Gas did work which involved the "tearing up" the front of my property on ******** ****. On or about January 22, 2024 I received a letter from NFG stating that a Buyout Program is available to assist in paying for repairing the damage which was caused to my landscaping. Despite repeated emails and telephone calls as recently as October 12, 2024, I can get no response to my inquiry about the details of this program. The "Customer Service Agent" handling this program is NEVER available. It was necessary for me to pay the restore my property in order to find a tenant.Business Response
Date: 11/04/2024
The customer was contacted and advised that National Fuel
was at the premise to mark the gas lines for another company that was
installing fiber optic lines. The
company advised the customer that they can contact *** ****** at ###-###-####
to see if they can provide details for the company that was completing the work.Initial Complaint
Date:10/01/2024
Type: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.
Gas has been shut off due to non payment. Payment was made immediately after shut off and I've been told for days now that someone would be out to turn it back on in 24 hours. I am still without gas service after paying 3 days ago and am unable to cook, bathe, or utilize heating in my home and it's been5 days in total. National grid nor the emergency hotline have been able to help me.Business Response
Date: 10/10/2024
The Company has been in contact with the customer and has
been to the premise multiple times to restore the service however the required
access needed to turn the gas back on has not been provided. The Company is continuing to work with the
customer.Customer Answer
Date: 10/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. The company has been in contact and have made attempts to restore service however, I am still without. I have recently only received contact from representatives late at night when it is impossible to access the furnace. Apparently, there is no way for this company to arrange a specific time to present to restore service even though I am without heat and temperatures are now dropping below 50°. I appreciate the fact that this company is "attempting" to help but it seems unfair and unethical that they would allow a paying customer to suffer this way for so long and not decide on any different course of action for resolution.
Regards,
***** *******
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