Piedmont Natural Gas Company
Reviews and Complaints

I have made several attempts via email and phone to contact Piedmont Natural Gas for illegally attempting to charge me for a bill I do not owe. I received a bill on 07/02 showing my bill was $176.21, although I was stricken with COVID-19 and lost my employment due to such, and I submitted a $50 payment to Piedmont towards that balance. I am now being charged $370+ and no communication from Piedmont regarding this situation. I demand that Piedmon $0 my balance, and submit to me in writing that this account is in good standing or I will be proceeding with legal action and seeking immense compensation for the mental stress this situation has caused me, a disabled and ill person.

My previous bill this time last year I called customer service because my bill has almost doubled with minimal change in avg. temp, therms, or price. Last year vs this year is shown in my bill history. According to this bill here's the comparison: Avg temp 1/20 was 48 and this year 1/21 was 42 Avg therms 1/20 was 71 and this year 1/21 was 77 The number of days in 1/20 bill was 35 and in 1/21 was 32 The pricing 1/20 was .9787 and increased to 1.1786 (according to a PNG rep) Yet the bill for 1/20 was $85.70 and the 1/21 bill is $107.44 This bill increased from year to year almost $22 from one year and about $40 from last month to this month with not many low temp days in between. This is absolutely price gouging and needs to be investigated.

My current bill that I received was double from the prior month. My current bill was double what it was in prior months. In fact, it's the highest I've ever had in 20+ years in my home. I called about the bill and the rep advised me that there were 4 additional days in the billing cycle. I was also told that we've had colder months this billing cycle. We have had an exceptional warm winter in comparison and nothing long term for where my bill would almost double. Our thermostat stays on the same each day - in fact my husband prefers a cooler house. I'm seeing multiple people are complaining that their bills have doubled and some tripled. My bill increase would be logical if it was just mine, but this is happening to others in my neighborhood. Thanks in advance for your help!

I got a quote to install a water heater from Piedmont Natural gas after the company rep visited my house. The quote was for $1841 plus tax, which I later confirmed with the office before placing the order. I was shocked when the installer came yesterday and asked me to sign the work order where the price was increased to $2730 instead. The Installer said he cannot install at the previously quoted price. While he was at my place, I called the piedmont office and they confirmed the agreed quoted price is $1841 but said that I have to pay what installer is asking to pay which makes no sense. It was almost a 1000$ increase. This is a very dishonest act considering the company had sent someone to look at the current system there should be no upcharge. Not only is it dishonest but it is extremely misleading and a waste of my time now that I have to find someone else to install it.

On 08/09, I was informed by my landlord that they were receiving a gas bill for my apartment. Upon calling Piedmont, I found out my account had been cancelled as of 06/05 without my consent or knowledge. When I called, I was given no reason for the mistake, I was on the phone for 45 minutes before they got all the information they needed, and I had to answer a series of security questions to get the bill put back in my name, even though they cancelled my account without any information or any word to me. Now I see that the bill sent to the landlord has a $10 monthly charge for the 05/25 - 06/24 period. My last bill ALSO had a $10 monthly charge for the same period. So they're not only "making mistakes", they're double-charging monthly fees to make money. I will gladly pay the charges that I owe and would have paid if they hadn't cancelled my account, but I'm not paying extra fees so they can get rich off these so-called "errors".

In January my wife and I left the country for a month to South America to be with my family. Upon return I received the highest bill ever issued. The gas runs the heat in the house and we left the temperature on 65. I have talked to 2 customer service reps from Piedmont Natural Gas and they claim I am lying although I have the tickets and proof of our absence. Ever since the spike in January till the present our bills are significantly higher than last year and there is only my wife and I here. There are no technicians reading our meters monthly so I presume it is some sort of algorithm that populates these numbers of usage. These readings are not accurate and I cannot afford to pay these hiked bills and I have no one to support me in these disputes against the gas company. During the month we were gone they claim our usage was 237 therms equating to over $300 while the previous year we were living in the house on the same month used 155 therms. Please help.

In July, I called Piedmont Natural Gas to schedule the installation of a new gas line to the house and new meter. I was told I would receive a call back in 72 hours to schedule the work. I did not receive a call back and continued to call Piedmont Natural Gas on a weekly basis for 8 weeks. I finally received a call from Theo G on September 3. He informed me at that time the lines would have to have received their final inspection, not just the mechanical inspection as indicated previously. The final Inspection was scheduled and Theo submitted an email to me and Catrina P 9/13 requesting the installation of the gas lines. I starting receiving invoices but the work has not been scheduled. I contacted the company and was told they were booked with no details. I have called and emailed and no one will get back to me to schedule the work. I started this process over 10 weeks ago and now may have to renew a lease because of this company's poor communication and management

I receive bills for someone not at my address for over a year now. Customer service is rude and unable and unwilling to fix this. About a year ago I starting receiving bills for someone not living at my address. At first I returned the bills with "person unknown" on it. Then when the bills kept on coming I called customer service who promised it would be fixed. The bill kept on coming. Customer service promised that it was fixed the next time, bills kept on coming. I talked with supervisors who also said the bills would stop. Then others told me they could not make any change and even other persons told me that I needed to speak to a different department, yet they could not transfer me nor could they provide me with the contact information. Several times the customer service people hung up the phone on me, told me that they did not want to deal with this because this was the last call of the day and other such comments. They also never seem to have any notes of these calls and say that they cannot see that I called about this before. I have all the dates saved in my phone. I seem to be stuck with receiving these bills, some of which clearly stare last warning on them.

I have been living alone since the passing of my husband in March .Febuary $195.00 March $195.00 I am a widow as well as a senior my gas bill has triple. it started off $55-$68 than in February it went up to $195.00 and some cents. I know we have had cold days but I don't live up North. I called in spoke with an gentleman I have him on my recorder I record all my business for my documentation. Sometime people say they never say things, so this is my way of keeping up. I will be willing to support my complaint upon request. I than stated to him about the bill, he asked me do I have a fire place I told him yes. I told him I don't use my fireplace because because I spend most of my time upstairs. and I also have plastic over my windows and rubber insulation at the bottom of my doors. On 2/27 I log on to my computer just to find out my bill for March 23-2021 was $195 and some cents not much different from the February bill. I don't know why this is happening I pay my bill every month never asked for help. But this I am for sure is incorrect I understand there is a set price just to have gas. But this is outrages. This is the reason I am asking your company to assist me in this issue.

Harassment over monthly "service fee" after move out; charged fee despite moving out on 1st of month; told this is how they do business Moved out of rental home on 9/1, gave this business prior notice online of account switching back to home owner- paid what was told was last bill on 9/13. This business charges a monthly "service fee" of $10.70 even when not in use which is ridiculous in itself and bad business. Received no correspondence at forwarding address until 10/30 in which a bill with "past due amount" of $21.40 listed with no further explanation on bill. No charges listed or details provided, just a demanding of payment within 15 days or threat of sending to collections agency. Called customer service who discussed with me and said it looked like an error on their part in which she apologized and made a note on the account to be closed and no further bills to be sent. 11/19 another bill received for $10.70 stating billing date of 11/16 "final bill". Called customer service again to discuss. Agent was confused and fumbled around for a bit finally coming to the conclusion that "I'm told this is your final bill amount, even if you are there for one day they will charge the monthly service fee of 10.70" which I again told her I had paid my last and final bill on 9/13 and hung up the phone.

We have been trying to contact the sales department at Piedmont Natural Gas since December 15 to arrange purchase of gas appliances. No response We have been totally unable to reach anyone in the sales department or get them to call us back or email us with an appointment date to purchase new gas applicances for the home we purchased at ***. We have been trying to reach them since 12/15 prior to closing. The line is run to the home, but a meter has never been installed. I have set up an account and service, yet I cannot get any further in the process regardless of sending emails, hours on hold through call, and leaving voice messages. This is the last email I sent: Dear Sales Team, We are now moved into our home and are in desperate need of a new water heater. It is electric right now, however we prefer to purchase a gas water heater. We have tried since December 15 to get someone or anyone to schedule an appointment to review or options for a gas water heater and schedule a meter to be put in at our home in south Charlotte. We also have an account set up, but are unable to schedule a time for a sales person to come to our home. The line is run to the home, but the previous owner never had the gas connected. PLEASE, PLEASE, PLEASE contact us to schedule an appointment for the purchase of a water heater and perhaps other kitchen appliances. Regards, *** Account # *** Still now response. When I call and choose a different prompt, I'm told they are busy and will get back to me in one week. It's been several weeks and still no appointment set of call back. Please help us. I really don't want to use them, but we want gas in our home and they are the service provider for that area. Thank you

Discussed account issues with a representative and team lead at Piedmont Natural Gas on Tuesday, October 19th, regarding a balance of $579.03. I was informed of a potential disconnection, but mentioned an agency would pledge funds for my account, as confirmed by an award email. They hadn't received the pledge, so I agreed to contact the agency. However, they preemptively added funds to prevent disconnection. Without my consent, the representative contacted the agency, violating my consumer rights, and shared my personal details to verify the pledge. The consumer department later contacted me, dismissive of my concerns, claiming they're legally allowed to confirm pledges and that consumer rights don't apply in this context, as per the utilities commission. They insisted on knowing the agency's name, despite my assurance of payment, and threatened disconnection. They implied I should be thankful for their 'favor' of not disconnecting my service, despite needing assistance. They denied being debt collectors, despite the collections process, and maintained service while continuing their threats, which I believe is both absurd and unethical.

In June I canceled my account with Piedmonth Natural Gas. Every month since then, I get a bill for $15 because they have not closed my account In June I closed my account with Piedmont Natural Gas. This can be verified. Every single month since then I have gotten a bill for $15. This is the amount you are charged simply for having an account open with the business. Every single month I call to ask "please stop billing me, my account is supposed to be closed." Every single month the person I speak with on the phone says, "I'm so sorry. I'll get this handled." And every single month... another bill. I recently moved to a new house. I checked just to make sure they weren't still billing me and sending the bill to another location... they were. If this issue is not resolved, I know that eventually my balance will be sold to collections and I will be forever hurt financially because of it. EVERY SINGLE MONTH I call and try to get this issue resolved. I ask to speak with a supervisor or someone in billing. EVERY SINGLE MONTH they tell me they are sorry and the issue is now solved. And EVERY SINGLE MONTH I get another bill... Every time that I call, they tell me that all they can do is email the billing department. I don't see how it is possible that sending an email to the billing dept is the most they can do. I have been nothing but respectful on the phone with them for over a year now trying to get this resolved. The customer service workers on the phone are always very nice but they NEVER solve the issue. I truly cannot stress how fed up I am spending over an hour on the phone every month to get this fixed. I truly don't know what to do other than speak with a lawyer to take legal action against them if this is not resolved. I just want my account closed and to stop being billed every single month for absolutely nothing. I am hoping ComplaintsBoard.com might be able to intervene and help so that I am not required to speak with a lawyer about my options, but I am 100% prepared to do so. Thank you.

Not following through on work and not responding to emails reference an urgent matter that is costing us money each day. We are currently building a home and our driveway crosses a Piedmont Natural Gas easement that is on our property. When we first had to apply for the driveway crossing it took an extremely long amount of time to get approval. We were told by the regional person assigned that the paperwork had been sent off for approval and it should take 6 weeks at most. After waiting over 6 weeks and hearing nothing, we inquired. All to find out the information really hadn't been sent off and it would be an additional 6 weeks to get it all done. We finally got the driveway completed and were told Union power needed a separate permit to cross overhead the easement. Okay, that's fine, no big deal. We have now been working with Union Power for several months to accomplish the task. Our Union Power guy has been awesome every step of the way, always on top of it and moving ahead of schedule. Well when he went to apply for the permit (ENXXXX-XXX XX) he had all his drawings and everything ready to go. He turned them in and was told it just needed a signature and would be quick. Here we are almost 2 months later, still don't have the paperwork back from Piedmont. They have been building our house and we had to buy a generator because the reps at Piedmont Natural gas won't do their job! I don't say this lightly. I understand it takes time to get things done, but our Union Power rep has tried calling and emailing Piedmont personnel and rarely gets a reply. He has done this many times before and said it never ever takes this long. Our builder has literally almost built our entire house before Piedmont could get this paperwork done. I'm usually very patient with things like this, but when someone is lazy and simply doesn't want to do their job, it slows everyone down and makes it 10x more difficult as well as costing a significant larger amount. I'm just frustrated and fed up with the situation and so is Union power. I would like to think that Piedmont would make this right, and get it done, given they have already delayed us months.

I have been charged $10.70 since 8, for gas at my condo and it was NEVER TURNED ON! I bought my condo in August, starting my gas that month. I set up automatic payments and never missed a payment once. When I moved in I had AC issues and was told by multiple companies I had an old HVAC and would probably need a new one, running between $6k-$12k. I had coolant added to the HVAC for the summer, turned on all the fans and made it through the summer. When winter came I found that the HVAC had no heat. Again, not being able to afford an HVAC, I opted for space heaters and froze all winter long, for 2 years. All the while paying $10.70/month for gas, thinking it was turned on and that there was an issue with the HVAC. It never even crossed my mind that the gas wasn't turned on, because I was being charged monthly for service! I assumed that the $10.70 charges were from my water heater or some other appliance in the house that used gas. That was not the case. After YEARS of saving, I was finally able to afford a new HVAC and had system installed today, thinking I would finally have heat! After installing the system, my technician informed me that the gas was not turned on and the brand new system could not produce heat without the gas turned on. I explained to the HVAC tech that the gas had to be on as I paid a Piedmont bill every month for 2 years, and that I thought it was for my hot water heater. He informed me that the hot water heater is electric. The HVAC tech checked the meters, however they are locked. Seeing as the meters are locked, this means that of all the HVAC techs I had come out and service the HVAC system, no one could have turned the gas on or off, because the meters are locked. No one but a Piedmont Gas tech could have turned my service on or off. I called *** service who informed me that there was/is no record or indication of the meter ever being turned off. MEANING MY GAS, WHICH I WAS PAYING FOR HAD NEVER BEEN TURNED ON FOR USAGE. Meaning I spent $8k for a new HVAC that might not have been needed. Meaning I froze for 2 winters, when I probably had a working system that could produce heat, had my gas been turned on, ever. When comparing the amount of gas usage on the bill between my primary residence and my mother's home, which I also co-own, it clearly states that I have used zero gas since August. I feel absolutely sick over this and taken advantage of.

Services were turned off at my small business during a pandemic after trying to pay bill multiple times. After contacting PNG on multiple attempts throughout the course of 3 weeks or more having to wait on the phone for 30 min or more multiple times never being able to get in touch w/ a representative, finally on Jan 28, 2021 I was able to contact a representative thru the emergency process questioning my bill of $422 which was almost double what it had been in concern there may be a leak ect. Note I did not pay my bill at this time due to not knowing if there was a leak or not. After receiving confirmation that there was not a leak or any other issues I again tried contacting PNG to pay my bill thru the online portal and thru phone calls but never was able to get the online portal to work or get a representative on the phone again waiting on the phone multiple times for extended amounts of time while trying to work my full time job and run my small business. Fearing that my services would be turned off I contacted PNG the only way I had been able to thru the emergency process on Feb 2, 2021. This representative informed me that my bank card that I was attempting to apy my bill with was declined. I informed her that there may be an issue with PNGs system because the online portal reported the same thing and I had just made a transaction w/ this account at my bank hours before our conversation. I was again told rudely that there was nothing she was able to do and there was nothing wrong w/ PNGs system that I should "dot my I's and cross my T's" myself. The phone call was disconnected and my services at my business were disconnected leaving my clients inside my business with no heat. I again contacted PNG thru the emergency process to confirm my services had been disconnected. I was told at that time I would have to contact the local branch the next day when they opened. On Feb 3, 2021 at about 8:15 am i contacted the Hickory NC branch concerning my issue and was able to pay my bill on the phone with the lady using the same card as I had tried to use the night before. I reported this to the lady and informed her that I needed my services turned back on immediately to be able to open my business back up and continue on during a very valuable time due to Covid 19 pandemic putting my small business at risk. She reported there was nothing she could do and my appointment would have to be the next day between 8am and 12pm and that I would have to have someone at the location for the entire 4 hours even though I had no heat. I asked for a curtesy call because it was 40 degrees inside the building and my wife who would have to be there was pregnant and I was told there was NO curtesy calls and that if no one was there my services would not be turned back on which would possibly be detrimental to my small business considering the circumstances w/ the pandemic. The next day the PNG representative did give a curtesy call at about 11:15 am before he came to turn my services back on, after we had waited for 3 hours and 15 min in the 40 degree or lower building w/ no heat.