Complaints

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

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• 

  National Fuel Gas Company

  6363 Main St Williamsville, NY 14221-5855

  
• 

  National Fuel Gas Distribution Corp.

  3505 Valley View Rd PO Box 301 Clark, PA 16113

• 

  National Fuel Gas Distribution Corp.

  Main Street Oil City, PA 16301

• 

  National Fuel Gas Distribution Corp.

  P.O. Box 2081 Erie, PA 16512

• 

  National Fuel Gas Company

  409 Main St. Buffalo, NY 14203

  

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:08/19/2024

  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.

  In November 2023, National Fuel issued a credit to my account for overpayment for an amount over $4,000. In June 2024, I contacted National Fuel and learned that I had $1800 credit, remaining on my account. In July 2024, I requested a refund check in the amount of $1,500, which would leave $300 credit on my account for future gas bills. When I received the check dated August 15th 2024, it was for $ $895.46. I called National Fuel, to inquire why It was not $1,500, and I was told that they took out $904 for an account that was closed in 2011. National Fuel told me that they sent the debt to a collections firm. And it was either charged off or paid, as It shows nowhere on my credit. I would like this reversed.

  

  Business Response

  Date: 08/30/2024

  Public Service Law § 65(2) obligates utilities to
  charge and to collect full compensation for utility services furnished.  Here, National Fuel was still owed money for
  gas utility service previously provided to the customer. The Company contacted
  the customer and has resolved their concern.

• Initial Complaint

  Date:07/30/2024

  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.

  National fuel has estimated that I owe them roughly 1500$ in back bills due to a broken meter. According to them it has been faulty for "21 months". I am not paying this astronomical amount of money based off of estimates. They ignored the fact that the meter reading hadn't changed for "21 months", and now estimated what I owe based off of usage from 2 years ago. I'm not paying for their incompetence in managing or maintaining their equipment.
  In this form is my account number for national fuel.

  

  Business Response

  Date: 08/01/2024

  National Fuel researched the customer’s concerns regarding a billing adjustment. The company can confirm a non-registering meter billing adjustment was completed on July 24th, 2024.On July 26, 2024, a billing dispute was initiated when the customer contacted the company regarding the non-registering meter billing adjustment.On July 30, 2024, a representative contacted the customer to review the non-registering meter billing adjustment and provide additional information. The customer stated they were satisfied.On July 31st, 2024, a representative mailed the non-registering meter billing adjustment summary, corrected bill and letter explaining the adjustment.A non-registering meter billing adjustment is needed when a meter malfunctions. This correction is based on the weather experienced during the period that the meter had malfunctioned, the customer’s usage history when the meter was functioning properly, and the current usage from the new meter.Per chapter 56.14 of the Pennsylvania Public Utility Commission regulations for previously unbilled utility service, the public utility may render a make-up bill (billing adjustment) for previously unbilled public utility service which accrued within the past four years resulting from a public utility billing error, meter failure, or leakage that could not have been reasonably detected.

  Customer Answer

  Date: 08/01/2024

  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. 
  
  
  
  Regards,
  
  
  ******* *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/18/2024

  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.

  My bill was past due, company came and disconnected my gas, did not even knock on my door to notify me, otherwise I would've paid it in full, which I did after speaking with one of their representatives. I then called back and was notified that they would charge an extra $73 to turn my gas back on, and would do so "at their convenience, within the next 24 hours". This was not told to me on the first call and was a surprise.
  
  They can turn it off, not give appropriate notice, and not have the common courtesy to knock on the door, but then, come back "at their convenience" even after you pay in full.
  
  If they weren't the only company on my area supplying Natural Gas, I wouldn't hesitate to switch to another.
  
  Also spoke with Julianna on 7/18/24 and she wasn't helpful, at all. Asked to speak with a supervisor and was advised one would call me within 2 hours. Not expecting much from them, as previous replies have waited for a call back or a person to contact back and not received one.

  

  Business Response

  Date: 07/25/2024

  The Company contacted the customer to address their
  concerns.  The Company advised the
  customer that the reconnection fee cannot be waived and that the Company made
  two courtesy phone calls as well as sending a disconnection notice to the
  customer prior to the service being disconnected.  The Company also advised that the field
  service representatives are not required to contact the customer while at the
  premise to disconnect service. A supervisor from the Company did call the
  customer back within one hour of the request for the callback.

• Initial Complaint

  Date:06/13/2024

  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 called national fuel on 6/6/24 due to my bill being extremely high. I was advised I can give a meter reading if there is an issue. I gave the meter reading to the representative. I was advised that my bill would be adjusted to read correctly. Also advised a new bill would arrive within 24hrs. New bill never arrived.

  

  Business Response

  Date: 06/27/2024

  The company made several attempts to contact the customer
  with no success. Upon reviewing the account, the customer called in a reading
  on 06/06/24. The company entered the reading however it did not fall in line
  with previous company reads.  The company
  obtained another reading by visiting the property on 6/14/24 and an adjustment
  was made to the account based on that reading. 
  The customer is on a Budget Billing Plan (BBP) therefore the adjustment
  will not affect the amount due on the current invoice but rather will be
  reflected in the BBP plan difference year to date amount. The customer is
  encouraged to contact NFG’s Quality Assurance department at ###-###-#### if
  they would like to discuss further.

• Initial Complaint

  Date:06/06/2024

  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.

  At 7:15 AM on June 5, 2024 we had a person come to our door knocking to inform us that we had to move our vehicles because national fuel needed to dig up our driveways for gas line repairs. We were not informed prior to this, that our driveways would be touched we were not given any Heads up notice besides, we were told that we got a note over a year ago that this would be happening. My wife refused to give them permission to dig our driveways. I did move our cars because she had to go to work and I didn’t want to be stuck because of their equipment. They went and started digging the driveways anyway even after we told him that they did not have permission we called national fuel to talk to a supervisor and they said that they would return our call. gentleman called said he was the inspector and that the work had to be done. They gave us a notice a year ago and we had no other option. we researched the construction area that had been dug up annd Everybody else has their yard cut into.our would be the only driveways touched. They went in dug the driveways up anyway telling us that they will put a metal plate in which is unsafe to drive over national fuel needs to learn better communication with their customers when they are going to be doing work , and they need to get work done so the yards and holes are not left for unsafe covered holes everywhere. national fuel was called and we did call the PUC to file. This complaint also national fuel needs to find different ways of replacing lines than destroying property. They need to respect the customers wants and needs when it comes to construction work.

  

  Business Response

  Date: 06/17/2024

   National
  Fuel sent a letter on June 28th, 2023, informing the customer of a planned
  construction project that would include moving the gas meter outside.  A National Fuel inspector and contractor also
  spoke with the customer prior to the gas mainline installation to communicate
  intentions and minimize disruption to the customer.  The gas mainline was installed within the
  public utility’s right of way, not private property.   During construction, the driveway apron, which
  is within the street right of way, was partially removed as required to safely
  locate water and gas sub surface utilities. 
  National Fuel informed the customer that the company will maintain
  ingress and egress to the property outside of active work.  The customer was also informed that the concrete
  apron along with grass within the public utility’s right of way will be
  restored at the end of project.               

  Customer Answer

  Date: 06/17/2024

  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.The letter that National Fuel referred to was sent over a year ago and no further correspondence was sent in regard to the construction project.  The letter did mention the moving of the gas meter to outside of the residence but did not mention any of the construction that occurred. National fuel did not send a contractor not any other personnel to discuss this work, that is until the day in question when we received a knock at our front door early in the morning demanding us to remove our cars from our driveways. We were never notified of the amount of construction/destruction that was to occur nor have we received any notification in regard to the length of the project.  Due to the subpar work done to our driveway we are unable to move our motorhome from the driveway.  The construction crew filled a large hole with gravel that has been washing away with each rainstorm rather than replace the concrete they removed.  Due to this it is not safe to move our motorhome from the driveway until the repair is completed.  This thereby means that we are unable to use our motorhome. This is unacceptable! The personnel of the privately contracted company that are doing the work as well as the personnel from National Fuel that we spoke to were very unprofessional and quite rude. I can only hope that this project is done quickly but seeing as they are still working blocks away leaving work on our block unfinished, I don't have high expectations. 
  
  Regards,
  
  ***** ****** 

• Initial Complaint

  Date:04/26/2024

  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.

  NATIONAL FUEL FORCED ME TO MOVE MY METER TO A DIFFERENT LOCATION OUTSIDE THE HOUSE OR ELSE I WOULD NOT BE ABLE TO HEAT MY HOUSE WITH NATURAL GAS. THEY STATED THAT THEY WOULD HAVE TO EXCAVATE MY YARD AND WOULD PUT MY YARD BACK THE WAY IT WAS WHEN THEY WERE DONE. I CALLED THINKING THEY WERE WAITING UNTIL SPRING TO FINISH FILLING IN THE TRENCH THEY CREATED AND RE-SEED THE GRASS THAT WAS TORN UP WHEN I CONTACTED THEM THEY SAID IT WAS NOT THERE JOB TO LANDSCAPE THE MESS THEY MADE AND I SHOULD BE LUCKY THEY DID THE METER WORK FOR FREE. COMPLETELY SPUN ME AND JUST AN OUTRAGEOUS DISRESPECTED ME AS A CONSUMER. THEY KNOW THAT SINCE THEY BASICALLY HAVE A MONOPOLY ON HEATING UNLESS PEOPLE PAY WAY TOO MUCH TO SET THIER HOUSE UP WITH WOOD STOVE OR PROPANE THAT THEY FEEL THEY CAN GET AWAY WITH THIS TYPE OF ATTITUDE. STILL HAVE NOT HAD MY YARD FIXED AND I HAVE BROKE 2 MOWERS ON THE ROCKS STICKING UP FROM THE TRENCH THEY CREATED, HAD ONE SHOOT INTO MY SHIN AND CAUSE MY LEG TO BLEED, AND NOT TO MENTION IT IS AN EYE SORE OF A YARD NOW ON A VERY BUSY STATE HIGHWAY.

  

  Business Response

  Date: 05/01/2024

  On 1/6/2022, the customer called National Fuel to request gas service to *** * ***** **** ******** **. A Natural Gas Service Commitment and Indemnification Agreement was signed by the customer on 1/12/2022. In Section E of that agreement, the applicant agrees to restore the surface (e.g. topsoil and seed, asphalt, concrete, etc.) of the service line trench. The new gas service was installed at no cost to the customer. The only responsibility of the customer was to restore the surface on the property. The entirety of Section E of the signed agreement is shown below.
  

  Section E- Restoration: After the project is completed, National Fuel will back-fill all trenches but will only restore the surface (e.g. topsoil and seed, asphalt, concrete, etc.) within National Fuel’s right of way. Applicant agrees to restore the service line trench on Applicant’s property and on any right of way obtained for the service line at Applicant’s own expense.

  

  Business Response

  Date: 05/10/2024

  The company has mailed the agreement on file signed by the customer to the address provided in this complaint. National Fuel was able to provide the service at no cost to the customer due to restoration costs being absent in the fees. National Fuel can offer to restore the property but would need to charge the customer for the restoration cost. If the customer is interested, NFG can provide an estimate for final restoration; please call the Elk Service Center at ###-###-####.

  Customer Answer

  Date: 05/13/2024

  Better Business Bureau:
  

  I have reviewed and captured a picture of the supposed signature that is not my signature. I have also attached my State issued Drivers License and can provide more documentation verifying my signature from State Certified documents from my job for being a State Correctional Officer in a state Prison. My signature from docusign is also attached from my account attached to my email. All proof is there to show I did not sign this form. I REITERATE THE SIGNATURE ON THE PAPER RESPONSE FROM NATIONAL FUEL IS NOT MY SIGNATURE AND I WOULD NEVER SIGN SOMETHING WITH A DOLLAR AMOUNT ON IT. I reject any and all responses from National Fuel and its affiliates.

  
  I have reviewed the response made by the business in reference to complaint ID 21628458, 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.]
  
  Regards,
  
  Steven Peterson
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:04/23/2024

  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.

  I’ve paid a bill that was over due in order to restore services…. Left me and my daughter without heat for nights at a time when the bill was paid .. didn’t give me any other alternatives on getting my gas back on

  

  Business Response

  Date: 05/09/2024

  On 4/23/2024 the Company reached out to the customer and advised
  that they would reach out to the Operations Department to see if they could accommodate
  the customers need for the service to be restored in the evening hours.  Operations was able to restore service that
  evening. 

• Initial Complaint

  Date:04/21/2024

  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.

  National fuel refused to turn on my gas after they came to check a leak and the technician stated the supervisor told him not to turn it on. I have a disabled kid with heart disease and no heat or electric heaters I reached out and offered to have the Dr contact them for the emergency need of heat. I was denied the option for the Dr to call it it they said it had to be faxed even thought the website says it can be called in and followed up within 5 days. The representative declined and stated he wasn’t aware of the website. I have been trying for 5 days to get my heat on and they are not sending anyone until Wednesday

  

  Business Response

  Date: 05/06/2024

  Safety is National Fuel’s top priority.  Before service could be initiated there was
  an issue that needed to be addressed by the occupant to address a safety
  concern.  The order was rescheduled for a
  later date and the customer’s service has been restored.

• Initial Complaint

  Date:04/15/2024

  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 am disabled and on a fixed income. I have 8 children and one disabled child. I have and active PFA and witch under the PUC act, they are are not allowed to shut my service off. National Fuel shut my gas off knowing that the temperature was gonna be dropping below 32 for the next week. It was snowing and the shut it off. I was currently on the LHEAP program and somehow all my information was deleted out of the system. By the time they notify me it was too late to get back on the program. They are now requesting me to pay over 2000.00 to have my service restored.

  

  Business Response

  Date: 04/22/2024

  Per Subchapter L. 56.331 – Provisions for Victims of Domestic Violence with a Protection from Abuse Order of the Pennsylvania Public Utility Commission, the company made all required attempts to contact the customer before terminating the gas service.The customer was provided with restoration and payment arrangement options in accordance with their active PFA (Protection from Abuse). Once the customer is restored, the customer may continue their application process for the company’s CAP program.The company recommends that the customer contact their local County Assistance office regarding the status of their LIHEAP information. The local County Assistance office is responsible for processing all LIHEAP/Crisis applications.

• Initial Complaint

  Date:03/31/2024

  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.

  National Fuel Gas ignored their faulty meter for 12-18 months then send us a bill for $1000.00 for back gas use. My wife is disabled and the bills we received showed no balance, we thought that some other agency was paying the bill. They say that we can make payments, but it's their fault, if they would have billed us all that time then, said the meter was bad ok. But to call us up and say that the meter is bad and will need replaced, then sent us a bill for $1000.00, isn't right for us to pay for their neglect. Now I’m afraid that the gas will be shut off and they will add a reconnection fee to turn it back on, that will also make the bill even higher.

  

  Business Response

  Date: 04/04/2024

  National Fuel researched the customer’s concerns regarding a billing adjustment. The company can confirm a non-registering meter billing adjustment was completed on February 20th, 2024. Company records indicate the customer has not contacted National Fuel about their concerns for the billing adjustment.On February 26th, 2024, a representative mailed the non-registering meter billing adjustment summary, corrected bill and letter explaining the billing adjustment. On February 26th, 2024, and April 2nd, 2024, the company attempted to contact the customer about the non-registering meter billing adjustment. The company representative was not able to leave a voice mail.A billing dispute has been initiated as of April 1st, 2024, when the company received the Better Business Bureau complaint. The company will send the customer a written response in the mail explaining the non-registering meter billing adjustment. The company recommends the customer contact the office at ###-###-#### Monday through Friday 7:00am to 6:00pm to discuss the non-registering meter billing adjustment and payment options.A non-registering meter billing adjustment is needed when a meter malfunctions. This correction is based on the weather experienced during the period that the meter had malfunctioned, the customer’s usage history when the meter was functioning properly, and the current usage from the new meter.Per chapter 56.14 of the Pennsylvania Public Utility Commission regulations for previously unbilled utility service, the public utility may render a make-up bill (billing adjustment) for previously unbilled public utility service which accrued within the past four years resulting from a public utility billing error, meter failure, or leakage that could not have been reasonably detected.