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:04/02/2025

  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.

  they stated a tech was going to be out after 5pm to turn gas back on, tech did not contact the house, did not make any changes to the gas to turn it back on. instead left a note on the door that no one was home and when we were at the door he literally looked at us and drove off. Very Unprofessional. When contacting customer service about the issue they stated it would be another almost 12 hours before someone would be able to turn it back on. Filed complaint against the technician and i am here seeking a credit and letting people know what they are doing.

  

  Business Response

  Date: 04/04/2025

  April ******, the same day services were interrupted, a NW Natural Technician arrived on site in an attempt to restore gas to the property at 7:34 p.m. The Technician knocked and rang the doorbell five times. There was no response from within the home. A card was left on the front door of the premises, with the date and time, indicating that NW Naturals Technician had attempted to complete the turn on order.

  
  Due to NW Natural Technicians inability to complete the turn on request, a supervisory review was completed.The Technician indicated that the customers were home; there were three cars in the driveway, lights were on in the home, people were inside, and despite the knocks on the door and doorbell rings, nobody answered. The Technician advised that he went to NW Naturals vehicle to fill out and complete the yellow card for the front door. The Technician then placed the card on the customers front door at the premise. As the Technician was heading back to the Company vehicle,a DoorDash pulled into the driveway. The Technician had closed out his order and had started to drive away as the DoorDash person made it to the front door with food where the individuals in the home opened the front door for their delivery.
  

  After having missed NW Naturals Technician for the reconnection of service, the following morning, April 2,2025,NW Natural **************** received a call. The caller wished to schedule another order to restore service to the home. The caller was first advised by the **************** Representative (***) that they could reschedule him for a same evening appointment between 5 p.m. and midnight as the daytime routes were full. The caller expressed his anger and frustration. The *** escalated the call. In doing this, the *** obtained approval to override the schedule and enter the order for an all-day appointment window instead. This meant that a technician could arrive at any time once the order was placed. This was still with the explanation that Technicians work to complete all orders by 5:00 p.m. but could arrive as late as midnight if they are required to respond to emergency orders. The caller agreed to this. The *** also explained that the same day turn on fee of $100.00 they paid the day before would be changed to a next business day fee of $30.00. The caller was amenable to this, but still requested a supervisor call-back.A supervisor made two attempts to reach the caller; however, the phone number that was confirmed to be accurate on the account was disconnected. Services were restored to the home by 11:40 a.m. April 2, 2025 and no further credits will be issued.

  
  

• Initial Complaint

  Date:03/26/2025

  Type:Product 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.

   
  Complaint: 23106791
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 03/27/2025

  ***** **** called NW Natural 5/21/24 advising they needed the gas turned on at *************************************** because there was no heat or hot water. NW Naturals **************** Representative informed ***** **** that the gas meter had been shut off on 5/8/24 because there was not an active billing party. ***** **** advised she was the property owner and scheduled a turn-on order for 5/22/24. NW Natural completed the turn-on and activated billing the same date. The mailing address provided by ***** **** was the same as the service address, ****************************************
  
  A NW Natural **************** Center Supervisor contacted ***** **** 3/26/25 to discuss the account balance and reactivation of service at **************************************************************. ***** **** is adamant that she was not the one that called NW Natural to start the service and to request the turn-on in her name. The customer does not know of anyone that was living at that address at that time that would have called NW Natural to request service in her name. ***** **** was advised that if she was not the one that called to request service in her name,she needs to file a fraud report. She said she will look into this. She does not need the gas service on at this time and declined to place a turn-on order.NW NaturaIs **************** Center Supervisor also provided ***** **** with her direct extension so that she may call her back if needed.

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair 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.

   
  Complaint: 23050542
  
  I am rejecting this response because:
  They still are making me pay for dec 2024 and feb 2025 gas bill when I have shown with two separate pieces of proof that the money was taken out of my bank account. 
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 03/12/2025

  Hello BBB,

  
  We spoke to customer ****** ****** yesterday, March 11, 2025. He advised that when he moved into his new home in October 2025, he registered an online account on our website with an account number that was for the previous owners. Mr. ****** was unaware the billing was not in his name until this month, he called us and placed the billing into this name and agreed to backdate the billing to October 25th, 2024. He made two payments to the other customers account  in December 2024 and February 2025 that he is requesting to be transferred to his account. We have reached out to our ***************************** regarding this matter and advised Mr. ****** we will follow up with him regarding the payment transfer when we have done our necessary research.

  
  Thank you,

  ***** ****** on behalf of **** ********
  NW Natural

  Customer Answer

  Date: 03/20/2025

   
  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.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 03/20/2025

  NW Natural followed up with our ***************************** after reviewing the documentation Mr. ****** provided from his financial institution.  The payments of $274.44 and $77.76 that Mr. ****** paid to the other partys account will be transferred to Mr. ******* active account that is in his name. The transfer of funds is pending, and NW Natural will follow up with Mr. ****** when the payment transfers have been completed.
  

  Sincerely,

  ***** ****** on behalf of **** ********

   

• Initial Complaint

  Date:03/03/2025

  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.

   
  Complaint: 23015193
  
  I am rejecting this response because:

  the response fails to explain what the company will do to improve its waiting times. It neglected to point out that my initial hold estimate was 1hour 57minutes; I wasnt helped until approx 4hours 11min. 
  

  The automated hold system doesnt indicate where you are in line; how much longer the hold will be, if there is a call back system; instead its periodically reminds you your call is important and to remain on hold, and that someone will be with you soon. 
  

  The automated system has dialog that misrepresents the company; with the spokesperson indicating that NW Natural is very focused on the customer experience. I can hardly agree that a 4 hour hold is a good customer experience.

  I appreciate the customer service representative that answered the phone after 4 hours, she was able to help me and was cordial.
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 03/05/2025

  We have been experiencing higher than normal call volumes.The number of incoming phone calls vary based on, the day of the week/month,the time of day, and other factors. The first Monday of the month when the customer called tends to be our highest call volume day, and they did experience a long wait time. The customer is correct, this type of call cannot be handled on our website due to a Landlord Agreement. After waiting, the customer was able to speak to a representative and the transaction was ************* that the account is active, they will be able to handle most of their transactions via self-service. 

• Initial Complaint

  Date:02/26/2025

  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.

  Northwest natural gas has maliciously turned off the gas at my property. They did this before a cold snap. I'm a disabled veteran living alone. I'm freezing and they lied to shut the gas off. They said they could in the cold times of year. I told them they could only under certain circumstances. As stated on their web page. They ignored and belittled me then intentionally froze me out. This is egregious and unethical. In 15 years I've not had one issue with this gas company. Now they've literally tried to cause me harm. The photos below show the temperature and ice at my home. I was laughed at and told it wasn't going to freeze. Well I don't live in ********.....

  

  Business Response

  Date: 02/27/2025

  Northwest Natural reviews temperatures prior to disconnection of service to prevent customers from being without service during freezing temperatures. On the date of the disconnection of service, the weather station reported a low of 44 degrees during work hours. Prior to the disconnection, the customer spoke to a Representative while a Technician was on site and declined payment arrangements and Energy Assistance. Per the phone call with the Representative, the customer stated that they could make a payment March 1, 2025, which was beyond the date of extension. Northwest Natural will bill the reconnection fees and accept the past due amount for reconnection of service on February 28, 2025.

• Initial Complaint

  Date:02/18/2025

  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.

  The NW Natural customer service process is unacceptable. They direct us to their website to change services, but then after following the website process to do a transfer or service shut-off, the site returns an error stating that I'm ineligible to change service using the site and then directs me to call their customer service line.When calling the service phone number, the system design is difficult to use, and also states wait times of over 2 hours consistently. I've tried using the service line multiple times in the last few months with no significant change in wait times. They need to hire more service agents. Those wait times are unacceptable.They are clearly refusing to provide adequate customer service with the intent to obfuscate the service termination process so they can trap people into paying for static service fees even if they have already moved out. I have reached out to others in my community and found we've all had issues with their service provisions. I'm discussing class-action litigation with my legal representatives against NW Natural for predatory business practices.

  

  Business Response

  Date: 02/19/2025

  We have been experiencing higher than normal call volumes.The volume of incoming phone calls, the day of the week/month, the time of day,and other factors, such as daily weather, can cause longer wait times. The customer is correct, NW ********************** has added a message to the automated system advising customers that they can manage their account online via the website.His account was not eligible to be closed via the website as there is a landlord agreement on file which prevents the gas from being turned off. When the customer called on February 18, 2025, he did wait on hold before disconnecting the call. A representative has called him back to transfer his account and his transaction has been completed.
  

• Initial Complaint

  Date:01/18/2025

  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.

   
  Complaint: 22827995
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 01/24/2025

  There was a technical glitch with our print vendor that delayed the mailing of six bill batches. When the glitch was resolved, one of the bill batches were mailed twice. This customer was impacted and received two December bills. The bills were for the same billing period;however, the due dates were adjusted. All late fees on affected accounts have been waived through 1/31/2025, and the appropriate due date was noted in our Customer Information System. There were no impacts to the customers account.
  
  A new phone system was installed in December which has required customers to adjust to how to navigate the automated system. We have been experiencing high call volumes due to the weather. The customer called on 1/16/2025 and stayed on the line for twelve minutes and forty-three seconds;they were offered to have a Representative call them back before they disconnected the call.
  
  

• Initial Complaint

  Date:01/06/2025

  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.

   
  Complaint: 22776759
  
  I am rejecting this response because: It does not respond to the inadequacy of their "new automated voice system" to clearly indicate how a customer is to proceed besides enduring a wait time of 1 hour and 40 minutes. I sat there waiting and it did not offer to have them call me back the "same" day, it was 3 business days.

  I don't expect anything satisfactory to come of this from further discussion. It's a case of letting people flounder inside their voice messaging system instead of employing adequate numbers of people to provide customer assistance.

  --

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

  

  Business Response

  Date: 01/24/2025

  A new phone system was installed in December which has required customers to adjust to how to navigate the automated system. We have been experiencing high call volumes due to the heating season. The customer called on several days and stayed on the line, they were offered to have a Representative call them back before they disconnected the call. On January 6,the customer called in and spoke with someone on the Emergency Line and was transferred to Customer Service.  She was given the wait time and disconnected the call without selecting a call back.
  

• Initial Complaint

  Date:01/05/2025

  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.

  This issue is NOT resolved.

   

  I was VERY CLEAR to ****** that the security company does NOT **NOT** send letters or email when fraud is detected, THEY CALL YOU.

   

  Had the card been declined for something I had DONE, like missed a payment, etc, I would have gotten LOTS OF EMAILS.

   

  It is ABSURD that NW Natural gas is punishing and FINING me for NOTHING I DID. This is like sending a bill to someone after they have been robbed, because you know it was there fault. In ****** looked at their records, they would find that in September the card on file was deleted and removed the replacement card added. I DO have documentation of that, because the fraud was confirmed. IN THIS CASE, there was no fraud. I called them back and told them the charge was authorized and they removed the block - again OVER THE PHONE - NO LETTER. Had it actually BEEN fraud, the card would have been permanently blocked and I would have gotten a new card.

   

  ---

  It is our policy to return all calls and email in as timely a manner as possible.

  In an effort to help us accomplish that goal, please confirm receipt of this email.

  Thank you,

   

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

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

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

   

  ******* Computers

  PO Box 761

  St. Helens, OR  97051

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

  fax:************

   

  We Have Your Solution

  

  Business Response

  Date: 01/24/2025

  The customer spoke with a Representative on January 6, 2025 and explained that their card had been declined due to his bank putting a temporary hold on his account for possible fraud. On the call, the Representative removed the card block as a courtesy, and the customer was able to sign up for auto pay on his account with a card via our website. The customer was advised previously via email that we are not privy to the reason for the return. On the January 6 call, the customer was advised that if he could provide a letter from their financial institution indicating the payment was declined for fraud or error, that we could return the fee, as the customer had a fee reversed in September 2024, for the same reason. 

  

  Business Response

  Date: 02/13/2025

  As explained in the previous response, the customer received a courtesy reversal in September 2024, crediting another fee without cause is outside of the Companys policy. The card block was removed, and the customer has successfully added auto pay back to the account via their debit card. The company will credit the fee for a second time within a twelve-month period to resolve the matter. Any additional fees will be charged per the Companys policies and tariff per the ************************** 

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22769501
  
  I am rejecting this response because again, I do NOT agree to pay a FUTURE fee. Fraud is part of life unfortunately. I will NOT agree to pay a future fee if in fact my card is comprised in the future-  SOMETHING I HAVE NO CONTROL OVER!!

  This policy needs to be changed. YOU can contact the credit card company to know WHY a charge was declined. They will tell you if it is a payment issues or a security issue. I have a small business - I have been in this situation, and I have the same policy as you. However, if a customer contacts me and tells me there was a fraud issue on their card, I just immediately issues a credit. Yes, on one occasion I did actually spend the time to contact the card company to verify that it was a security issues because it was the 3rd time for this customer (I refund the first two without checking).

  After that, I just decided that if a customer called and told me it was a security issue, the $15 was not worth the time to research it, so I just refunded it. It NEVER OCCURRED to me to make MY GOOD customer spend the time to verify it - that is MY JOB as a merchant. And, since I have been in the situation myself, I am smart enough to know that MOST security/fraud issues are NOT done by LETTER they are immediate and done via a phone call.

  While I am  happy to have the $15 refunded (its the principal,  NOT the dollars as I spend WAY more time then it is worth for $15 ) which is why you do it - oh and because your the gas company and think you can get away with treating your customers badly because you are a monopoly. As a small business owner WITH COMPETITION I don't have the luxury of treating my customers badly.
  

  YOUR POLICY NEEDS TO CHANGE!!!!!!!!!!!!!!!!!
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:11/19/2024

  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 apologize but I was traveling and did not receive the email indicating that NW Natural had responded.
  
  Here is my response.  I hope you can reopen the case so that there is still a chance to resolve the matter.
  
  I do not accept NW Naturals response as it does not address my complaint.
  
  As part of the design of the house we deliberately specified an upgraded gas line and service to allow for future needs.  Although NW Natural installed the larger gas line and 2 psi service we very recently discovered that they did not install the appropriate EFV.
  
  The companys response that they are required to installs EFVs is irrelevant, as that is not in dispute, as is their assertion, which is made  without basis, that company records dont show we would be adding a generator in the future.  What is relevant, and what the response does not address, is that NW Naturals installed, without our knowledge or consent, an undersized EFV which restricts gas flow to substantially less than the rate which was promised and the design called for.
  

  
  

  

  Business Response

  Date: 12/13/2024

  NW Natural is required by federal code to install Excess Flow Valves (EFVs) on all residential service. **** restrict excessive or unplanned gas flows that could be damaging to equipment, homes, and communities. 
  
  The Company installed service at this location in 2004, twenty years ago. There is nothing in the Companys records that indicate that the customer would be adding a generator in the future. The customers recent addition of the generator necessitated a larger EFV to accommodate the added load.  The larger size EFV is necessary so that it does not close during normal use of the generator. 
  
  Attached is Mr. ******** electronically signed service agreement for the upgrade of the EFV.  
  

  
  

  

  Business Response

  Date: 01/30/2025

  The purpose of an Excess Flow Valve (***) is to reduce the release of natural gas if a service line is damaged or severed.  The size of the gas line is not related to the size of the **** but it is related to the installed equipment in the customers home.  NW ********************** sizes ***s based on the equipment the customer has specified at the time of federally required *** installation.  This ensures the *** allows sufficient gas flow to serve the installed equipment while improving the likelihood of detecting an excess flow condition, such as damage to the service line.

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22579320
  
  I am rejecting this response because:

  We are aware that the *** is sized to the load, not the rated capacity of the line.  The issue, and reason for our complaint, is that NW Natural had been informed of our intent to install gas heat and a generator and agreed to provide gas service sufficient to support those appliances.  

  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 02/13/2025

  We provide the following additional response, which is a summary of previous communications on this complaint:

  1. NW Natural provided gas service to *************** 20 years ago to accommodate his future equipment additions. The gas service included is a 2# meter set and a larger gas line to accommodate this future gas load. Mr. ******* does not acknowledge the 20-year gap from 2002 when we installed gas service to accommodate a generator that he is just now installing.

  2. NW Natural also installed a federally mandated *** at the time we installed the gas service.  This must be sized to the current gas load of the home for safety reasons.  NW Natural could not have installed a larger *** for the potential of future additional load, this would make the *** inoperable in an emergency gas flow situation. The *** would not operate correctly if it was oversized.

  3. When Mr. ******* added the generator, we had to install a larger *** to accommodate the additional load.

  4. Mr. ******* signed the invoice back in November and agreed to pay these charges.