Complain about a product or service

Virginia Natural Gas

Erin of Norfolk, VA February 2, 2010

I moved into a rental home that unfortunately used gas for heat. I called up Virginia Natural Gas to get it turned on. After 20 minutes of listening to my rights she tells me I owe them a 700 deposit just to turn it on because of my credit. My mouth dropped and I voiced how ridiculous 700 is when the electric company only asks for 180. She told me that I would be able to call up after 6 months of perfect payments to get my deposit credited to my account. I am on a tight budget and and extra 235 a month for the first 3 months was outrageous when I don't even use more then 120 a month during the winter.

So I called them February 1st to get my deposit credited back to my account and I get told I have to wait until August because its 12 months of perfect payments instead of 6. I asked why the woman lied to me and that I agreed to 6 months not 12 when I signed up and they told me I misunderstood her and that it was my fault, never that the woman misspoke. Then I was told that the reason why it was 700 was because it was based off of the usage of the previous owners. The previous owner was an elderly lady and she kept it at 85 degrees. At most I will be spending 500 over a 12 month period. They said they only base it off the winter months, so 300 is what I will be spending during the winter months.

She told me they sent me out a letter about all of this on May 13th, we didn't move in or have it turned on until May 31st so of course we did not get the letter. I busted my butt to pay every month on time if not early just so I could get my money back in those 6 months and now they deny me. Not because I was late but because the woman lied to me during sign up just to get me off the phone.

I am overly strapped for cash now because I should have been able to spend more during the winter in heat because I would be getting my 700 credited back. I guess its Ramen and tunafish for the next 6 months. I feel like my money is being held hostage because of the bad economy.

Kathleen of Virginia Beach, VA October 26, 2009

I am on the budget plan w/Virginia Natural Gas and have been disconnected twice in the last 3 months. I am not even 1 month behind & my bill is 71.00 on the budget plan. I had made arrangements using their automated system to pay the bill on 11/4/09. I had made those arrangements on 10/22/09 & when I got home our gas was disconnected.

I paid the bill on Saturday, 10/24/09, and called them to have it reconnected on 10/26/09, Monday morning. They will not re-connect our gas until Monday, 11/2/09, and I have to take off work from 8 to 12 to make sure someone is home to relight the pilot lights. I have a balance of 71.00 due to Va Natural Gas by 11/22/09! The inconvenience of this whole situation is unbelieveable: cold showers, cold water to wash hands in the flu season & disinfecting hand soap is good but without hot water it doesn't work as well, all clothes have to be washed in cold water & hot water is what really kills germs on towels, washcloths, sheets, pillowcases, & dishcloths & dish towels. So all germs, especially flu can be spread much more easily.

VA Natural Gas is very quick to turn your gas off, but to get it turned back on takes 10 days? What rotten customer service! They also have a 400.00 deposit on my account based on a prior owner's usage as my budget payment is only 71.00 per month. Does this make any sense? This type of customer service is ridiculous and the worst of any in this area.

I have never had so much trouble with any ""public service"" company. You can rarely understand the person you have to speak to as they are from India/Bangledesh, etc, & have very thick accents. If you ask for a supervisor, they also have a thick accent. If there was any other natural gas provider in the area, I would change so quickly & so would a lot of other people I know!

Patricia of Norfolk, VA November 26, 2008

Patricia of Norfolk VA (11/26/08)
At approximately Nov 7th I placed a telephone call to the gas company about a gas leak reported behind the master meter at 1274 Rosemont Ct. The gas company has refused to give Management here at First Oakmont North Townhomes any information concerning the problem in writing.

There is a potiential danger because there is a strong odor of gas escaping into the atomosphere of an apartment complex.

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