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:02/24/2025

  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.

  My GAS service was terminated, with a simple note on the door, in FEBRUARY (today). This leaves my home without heat, and at risk for pipes freezing, in WINTER. I have been a customer for 25 years.Although there was an outstanding payment due, I paid that, today. My previous bill, 2/19/2025, due 3/4/2025., mentioned NOTHING about a PLANNED service DISCONNECT.Understanding the COLD Winter weather threat, Suburban refused to re-connect today, although, I notified them by <= 1:30PM, today. There are atleast 6 hours of daylight remaining. The agent, told me that it would not go below 20 degrees. I guess, they also forecast weather or can guarantee that.....I received no email notifications or text messages, in advance.This is how near-monopolies treat their customers.

  Business Response

  Date: 03/27/2025

  Dear Mr. **************** are in the process of updating our profile with the help of you. I sent a response to your email that updates our information.  I hope sending this response via email is acceptable..
  
  
  We appreciate the opportunity to address the concerns raised by Mr.******* ***** in his recent complaint to the Better Business Bureau. At Suburban Natural Gas Company, we are dedicated to delivering exceptional service and ensuring compliance with all applicable regulatory requirements.
  
  We understand Mr. ******* frustration regarding the disconnection of his gas service. However, we would like to clarify that Suburban Natural Gas Company followed all necessary protocols and complied with the Ohio Administrative Code Chapter 4901:18-06 for Disconnection of Service and Ohio Administrative Code Chapter 4901:1-18-07(B)(1) regarding service reconnection.This includes providing requisite notice to the customer about the outstanding payment and the potential for service interruption.
  
  Our records indicate that a notice was placed at Mr. ******* residence,informing him of the disconnection of service. This notice was in accordance with our standard procedures and state regulations. We regret any inconvenience Mr. ***** may suffered as a result of his outstanding payments, however, we provided Mr. ***** multiple opportunities to rectify the problem. We took the following specific actions:
  
  We sent a past due reminder on January 14, 2025, with a due date of January 30, 2025.
  We sent a final notice on January 31, 2025, with a due date of February 17, 2025.
  We left voicemails on February 13, February 17, and February 21, but did not receive a callback from Mr. ************ also sent an e-mail to Mr. ***** on February 20, 2025, to contact the office.
  On February 24, 2025, our field technician went to the door, but there was no answer.
  Disconnection of service occurred at 10:23 a.m.
  He called in his payment on February 24, 2025 at 1:22 p.m.
  Service was restored the next business day, (February 25, 2025) at 9:29 a.m.
  
  Additionally, 
  
  Prior to the disconnection of service, the last payment we received was on September 28, 2024.
  
  The disconnection was for the past-due balances of the October, November,and December bills.
  
  Given our adherence to regulatory obligations and the steps taken to notify Mr. ****** we respectfully request that the negative comment be removed from our BBB Business Profile. We believe this action will more accurately reflect our commitment to providing excellent customer service and ensuring regulatory compliance.
  
  Please do not hesitate to contact us if you have any further questions or require additional information.
  
  Thank you for your attention to this matter.

  Customer Answer

  Date: 03/27/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22984383
  
  I am rejecting this response because: 
  

  rejecting how they handled it, because: a) Received a bill in Feb, days before disconnect, which said nothing about an immanent disconnect; b) I dont have voice-mail, and have no CALL-HISTORY on my phone from their number - so, kinda hard to have been notified; c) Yes, I did receive an email in late Feb to contact them, with NO MENTION of immanent disconnect or deadline; d) Upon the day of disconnect, I called in early afternoon, with 5-7 hours of daylight remaining, and they instantly told me, regulation allowed them to not re-connect till the next day, despite the WINTER conditions; e) Notified of DISCONNECT on my Door, and, at same time (same day), disconnected.  Hence it is like NO NOTIFICATION.  Why wasnt a few days notice given, with that method?  I know they disconnect every day, then, show up to reconnect the next day, like part of their base business....So, it is not like they arent in the area, daily.
  
  I have been a customer for ******, so, it is not like I am a flight risk of not paying a small outstanding bill.
  
  Regards,
  
  ******* *****

  Business Response

  Date: 04/01/2025

  Mr.*****:
  
  Please also review our previous response to this complaint that shows further details.
  
  Final notices are sent separately from the bills.  Each bill shows the past due balances, and as mentioned, we had not received a payment since September *******. We followed our standard practices in handling Mr. ******* matter and even provided him with additional notices.

  
  We ran a phone long with his phone number, and it shows up on the dates mentioned in our previous response.
  
  We would kindly request that this complaint be considered closed. 
  
  Thank you for your consideration.

  Customer Answer

  Date: 04/23/2025

  BBB NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint.  BBB Complaint Acceptance guidelines do not allow your BBB to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process.  We have closed the duplicate complaint and copied the additional information submitted and we have manually posted it to the original complaint case below. Based upon this new information we are resuming BBB **************************** We appreciate the patience and understanding of the parties.  

  
  

  Problem:
  After paying off a late bill, in full, on 2/24/2025, and a re-connect charge, received one new bill, due 4/29/2025. On 4/17/2025, received a "curtesy call" that my service was due to be disconnected (anytime after 4/16). It was disconnected in February, on same day the called to notify me, even after I paid their stated outstanding amount, that day. I had received ONE bill (due 4/16/2025), so by 4/17, with a due date of 4/29/2025, one would not say, it is overdue. On 4/17/2025, I paid the balance-in-full, via electronic bill payment website. Then, sent the proof of payment to their office (email). I am concerned about this overly-aggressive policy, and further, about retrobution for a past BBB complaint. Same concern, over-zealous, and lack of timely notification. Also, this appears to be a revenue generating tactic, over disconnect, then, charge a fee for re-connect, which is un-ethical.
  
  Desired Resolution / Desired Outcome:
  As a semi-monopoly, should not be able to disconnect lifeblood services, with less than 2 billing cycles missed.

  Business Response

  Date: 04/28/2025

  When Mr. ***** was disconnected and then paid to have his service restored, since he paid in full, we informed him that the deposit and reconnect fee would be added to his next bill.
  
  In error, the deposit and reconnect fee was immediately billed.  To rectify this situation, we credited off his reconnect fee, his deposit and a late fee.  The total amount was $142.58.
  
  I tried to call him, but his phone went straight to voice mail.  On 4-21-25, I left him a message to call me.  I then emailed him the attached message.