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Business Profile

Natural Gas Companies

Northeast Ohio Natural Gas, Corp.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Natural Gas Companies.

Complaints

This profile includes complaints for Northeast Ohio Natural Gas, Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Northeast Ohio Natural Gas, Corp. has 3 locations, listed below.

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    Customer Complaints Summary

    • 15 total complaints in the last 3 years.
    • 12 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/29/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

      Complaint: 23392018

      I am rejecting this response because: My reader was read every month. We have security footage of the employee reading our meter. Please see letter attached. 

      Regards,

      *** *****

      Business Response

      Date: 06/06/2025

      Hello,

      The customer's bill that was received for the month of ***** was an actual reading. The customer's bill in September of 2024 had an actual reading. All of the monthly bills between September and ***** were estimated bills. That is why the customer is seeing a higher bill in ***** because it was an actual reading and not estimated. The company tries to obtain a reading each month, but if a reading cannot be obtained, the system will estimate the bill.

      Thank you!

      Business Response

      Date: 06/11/2025

      Good afternoon,

      Attached is an account statement including usage and billing history for the address. We will ensure that a company representative verifies that there are no issues with the meter. In the case that any issues are found with the meter we will follow all applicable paths to resolve the issue and the billing. 

      Thank you,

      NEO Gas Customer Service

    • Initial Complaint

      Date:05/19/2025

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

      Complaint: 23350764

      I am rejecting this response because: 
      I did not receive any reimbursement as they have falsely claimed. Please have them provide proof of payment to support their statement. I have not received anything from them.
      Regards,

      ****** ******** ** my gas, did not own-up to the *** issue, told me to fix the leaks and left. On March 4, I had to employ services of a plumbing firm to measure every gas appliance and line within my home for potential leaks. They did not find any. We called *** Natural Gas to come out and provided them the information in order to restore gas service. However, the cost to me to prove there was no leak was $395. Without that, *** Natural Gas would not come out and restore service. I did not have any heat, hot water or cooking capabilities for over 24 hours. I am 70 years old with a chronic condition. The mercaptan odor was still persistent 2 days later within and outside the home, at a very high level and created nausea and discomfort. While the technician from *** Natural Gas that restored service was extremely pleasant and helpful, the one that locked me out was very unhelpful. Multiple requests for resolution have been unsuccessful. Is a Class Action suit possible due to the widespread impact?

      Business Response

      Date: 06/02/2025

      Hello,

      I apologize for the inconvenience. The customer was reimbursed for the amount that had been paid for the plumber. Gas services have been restored to the customer. 

      Please let me know if you have any questions. Thank you!

      Business Response

      Date: 06/11/2025

      Good afternoon,

      Attached is an account statement showing the aforementioned credit. The credit of 395 USD can remain on the account or be issued as a check upon customer request. 

      Thank you,

      NEO Gas Customer Service

      Customer Answer

      Date: 06/12/2025

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

      Complaint: 23350764

      I am rejecting this response because:

      I cannot make sense out of the attachment that was provided. If BBB can decipher it, please let me know. I see multiple entries and apparent reversals of $395.

      Also, if this represents their customer accounting, then an investigation needs to take place as it appears in disarray.

      They can send me a check for $395.00. immediately as a remedy for that aspect of my claim.

      I have been in contact with the ***** FOX8 News, and investigating class action to help all the others in ****** and ************* who were impacted by NEO Natural Gas behavior. Perhaps their billing system requires a separate investigation.

      Regards,

      ****** ******** Jr

    • Initial Complaint

      Date:04/25/2025

      Type:Billing Issues
      Status:
      Resolved
      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 was able to get in contact with the business, this has been completed with satisfactory resolution.

    • Initial Complaint

      Date:04/18/2025

      Type:Product Issues
      Status:
      Answered
      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 call from the company saying the meter was not read and my charges were estimates. My reply to them was when this happens and a customer receives low bills for several months then gets hit with a high bill it makes it hard for the customer to budget. Their reply was for me to read the meter monthly and report the usage to them on the 21st or 22nd of each month.

      Customer Answer

      Date: 05/01/2025

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

      Complaint: 23223825

      I am rejecting this response because: I received a call from the company saying the meter was not read and my charges were estimates. My reply to them was when this happens and a customer receives low bills for several months then gets hit with a high bill it makes it hard for the customer to budget. Their reply was for me to read the meter monthly and report the usage to them on the 21st or 22nd of each month.

      Regards,

      ********* *********

      Business Response

      Date: 04/24/2025

      The customer has received a series of low estimates for November, December 2024 and January 2025. The customer's February 2025 bill was higher and more in line with historical usage during the cold temperatures. The customer's March bill was estimated as well. She should expect to receive an actual read in April which will true up these estimates. 

      I will forward the complaint to the managers of the call center, and someone will contact the customer to address her questions. 

       

      Customer Answer

      Date: 05/06/2025

      My home is mostly electric so gas usage is very low. The attachment shows a diagram of usage for the previous ***************************************************************************************************************************** the meter read monthly. There is a difference of $278.45 between the previous bill and the current one.

      Business Response

      Date: 05/13/2025

      Please direct complaints to **************************** 

      ***** ****** is no longer is responsible for responding to these complaints 

       

      Business Response

      Date: 05/18/2025

      The supervisor for billing at ******** will be the contact person. Her name is ***** Ann ********* Her phone number is ***************** 

      As for the customer, I'll have the meter reread and if it comes back lower her account will be rebilled using the lower usage from December to *****. If the read come back higher, representing she used more than the original read, the account can be rebilled spreading the usage over December to ***** recognizing the various gas prices that were in effect. 

      If the customer still has questions, please let me know and I'll place her in contact with someone familiar with Northeast's billing. 

       

       

       

    • Initial Complaint

      Date:04/04/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 call NEO Natural Gas daily about questions regarding my bill, but only ever get voicemail. I can't even reset my password to their online portal, tells me it can't be done online so I have to call.... In Feb, I will billed for 31.6MCF usage (!!!) and March another 18.9MCF - totaling well over $500 in charges. I highly dispute the accuracy of these readings, seeing as how according to their website a typical customer uses 8MCF per month. In the last 2 months, I've been billed for over 50MCF. Even "lower readings" in prior months would not account for that. The lines were pressure tested last month, because their provider overloaded the system with mercaptan which made us think we had a leak - and according to the tech there was no leak. I need to be able to speak with someone!

      Business Response

      Date: 04/24/2025

      This complaint has been sent to the managers of the call center. The customer should expect to be contacted today or at latest tomorrow. 

    • Initial Complaint

      Date:03/26/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Northeast Ohio Gas is charging me $168.35 for they say using 16.5 MCF usage. This is an actual. They estimated January and February. I used a Total of 30.5 all of 2024. How can I all of a sudden use 16.5 in three months? I realize there were two weeks of cold weather but it still doesn't make sense. Their explanation when they finally returned my call is that is was an adjustment and they had some computer issues. My concern is that there is a gas leak somewhere near me. There was no note in the invoice stating why the amount was so much higher. A person down the street had an adjustment of 28 usage and he wasn't even there for most of the time. Can you help?

      Business Response

      Date: 03/30/2025

      The customer is correct. She received a high March bill based on actual meter read. The customer's bills for January and February were estimated low likely resulting in the higher March bill. To ensure the meter read for March was accurate, an order has been created to reread the meter. If the read comes back lower, the customer will be rebilled. 

       

    • Initial Complaint

      Date:03/21/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

      Complaint: 23081518

      I am rejecting this response because: 

      Regards,I wont know if things are right until I get my next bill. They did come to read the meter today so hopefully things will be right. 

      **** ****

      Business Response

      Date: 03/25/2025

      The customer is correct is that she's received two low estimated bills then a higher estimated bill. The higher estimate is intended to capture the increase usage in the winter months. The customer's meter was read recently, and her next bill will capture her usage from the last actual read to the recent one, less the estimated usages. 

    • Initial Complaint

      Date:03/18/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I accept the business's response to resolve this complaint.

      Regards,

      ***** ******

      Business Response

      Date: 03/20/2025

      The customer received low estimated bills for January and February. These low estimates were followed by a high actual bill in March that captured the usage for the past three months. The actual read does appear to be higher than your historical usage for these months and I've asked that a tech reread the meter to verify its accuracy. If the read comes back lower the months of January to March will be rebilled and the usage will be prorated over the affected months. 

    • Initial Complaint

      Date:02/19/2025

      Type:Billing Issues
      Status:
      Answered
      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 did not receive an actual reading for my November or ************ bills, but rather, imaginary and arbitrary ones, which nobody should be required by law to pay. These "estimates" were extraordinarily low, each around 1.25MCF usage, when I was told that I used 8MCF the same month, one year prior. My January bill, which was actual, was 40.5MCF. Why the massive discrepancy between estimated and actual? My entire annual usage in the past has been 48MCF, with average monthly usage at ********* complaints are with the estimates that aren't even close to reality, and the fact that I'm being charged an ever-increasing service fee, currently $24 each and every month, but their meter readers can't drive past my house once a month for actual readings, despite the fact that they don't even have to stop or get out of their vehicle. In this case, they skipped two months, one because of "bad weather." I went to work and took my kids to school in "bad weather," like everyone else.Their answer is "go check your own meter." What if I wasn't physically able to do that? What am I paying them for? They claim "admin expenses."My next issue is with their "gas cost recovery" that they make sound like it benefits the customer, when in actuality, it protects them with my money from taking a loss when buying gas high and selling at a lower price, undoubtedly in addition to others' unpaid and late accounts. Actual gas cost is $2.62/MCF on my bill. I pay another $5.84/MCF in "cost recovery."Finally, their billing is confusing at best. It's very hard to track in regards to credits, payments and balances, and how this information becomes "Current Charges" and "Account Balance."********************** ************* is our only option in my area, and I'm starting to feel abused. I have a feeling things might be different if there were some competition. I'm sure they found a legal loophole that protects them against being called a "monopoly."

      Business Response

      Date: 02/27/2025

      I agree with the customer. The estimated bills have been unusually low and resulted in a high actual bill in February. I've had the customer's December to February bills revised to reflect the heating degree days. This spreads the volumes out over three months and reduced the bills by the gas rates that varies month to month.  

       

    • Initial Complaint

      Date:02/19/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I accept the business's response to resolve this complaint.

      Regards,

      ***** *******ficult for some to pay these outrageous bills. Someone in billing is supposed to be contacting me in regards to the $50 difference between the total due and the total account balance. If/when they do, I will inform them I have referred this matter to the BBB and will end the call. Thank you very much for your time and attention to this issue.

      Business Response

      Date: 02/25/2025

      The customer's large actual bill was rebilled from the last actual reading (November bill - October's usage). The usage for November, December and ******* was reproportioned based on heating degree days. The rebilling resulted in the savings of $9.78 for the three months. 

       

    Northeast Ohio Natural Gas, Corp. is NOT a BBB Accredited Business.

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