Complain about a product or service

Peoples Gas

Charles of Chicago IL (09/24/08)
Twice People's Gas has come out to turn my gas back on, after they turned it off over a misunderstanding, despite my apt. janitor's pleas to call me rather than just turn it off. Both times, I have been sitting in my house during the appropriate hours with my cell phone on. The tech never shows, I call People's Gas to ask where they are, they say they came and called but got no response. They reschedule for days later and refuse to get someone back out to my place the same day.

They are insufferable and ridiculous, and I cannot go to another company because there is no competition. People's Gas has the worst customer service I have ever dealt with.

Heather of Chicago IL (09/24/08)
A quick comment on People's Gas. I decided to go on a budget plan and my monthly bills started going up and up each month. I finally made the decision to stop the budget plan to see if they would go back down again and I was immediately hit with a $350 bill! I am taking into consideration that energy prices have gone up but I went back through my records from my June to June of the previous year (these are the months they average the bills) and my average was $111.

I was paying $170 for 4 months in a row before I decided to terminate the budget plan...then to be hit with a $350 bill because they say that I terminated the plan at a time where I had used more energy than I paid for? There is something very fishy here....

Janet of Chicago IL (08/25/08)
I sold a 3 flat in 2002. I received calls from People's Gas last year, I faxed the closing statement, also my Real Estate Attorney faxed a statement stating I no longer own this property. August 2008, I'm receiving calls again from People's Gas about the same propety which I have not owned for six years. My Attorney's assistance Stacey, has varified that the documents were faxed and received verification that the fax did indeed go through.

My credit is being effected by this and we have again faxed information, showing that the building was sold along with the buyer's name. It still has not been rectified to my knowledge and there is an outstanding bill of $1,300 from this year 08.

Credit report damaged, it's causing me a lot of stress still having to deal with this problem. It is effecting my credibility and credit report.

Sharon of Chicago IL (05/13/08)
I don't understand People's Energy/Gas Budget Plan. People's Energy/Gas offers to customers this budget plan to make energy costs affordable. however, after a few months the budget amount changes and I have to pay more. My budget amount change from $122.00 to $153.00; that's a $31.00 difference. that's a big difference to a one income household.

I am constantly adjusting my household finances around People's Energy/Gas budget plan.

Michael of Chicago IL (12/03/07)
Peoples Gas is the worst company I have ever dealt with in my whole life.   I can afford heat and have a credit card to pay a heating bill. However, I have found it impossible to find anyone to turn back on my gas. They can't even tell me when (or if) they shut my gas off (it is possible there is a mechanical problem in my apartment). I have spent many hours on the phone with the 'consumer care' clowns, and the enrollment department doesn't even pick up the phone after having been on hold for well over three hours.

Im just cold but if I was old or a baby, I think this would be really dangerous. I'm a healthy 22 year old male but I can only imagine if I wasn't...

Nancy of Chicago IL (11/05/07)
1) i have been paying on the budget. I do not use gas in the summer and by winter, I have a credit of at least 400/300 dollars. This year I have no credit, I do not use gas in summer. 11/5/07 I went downstairs and smelled gas. The gas company came out and said it would cost me $90/ to lite the pilot.

I said if I was safe then I could not afford the $90/ They then disconnected the entire system. I was just worried about the gas smell because I was having problems with my furance. I can supply witnesses. I called Brian at Peoples Gas # 99477 and asked him why the tech was still here, if there was a problem would I still be charged the $90/ He would not answer my question. I asked several times, you should check the recorded response. he just said he had to hang up and them informed me to get a plumber to reconnect my hot water.

How can this be when I spend so much money on my gas bill. I am on disability and cannot afford a pumber. At least before he disconnected my entire system I could have tried to lite my water heater, knowing it was safe. I can't afford a plumber. I am paying over $183.00 a month on budget, which I think is way to much. I don't have air conditioning or a gas stove.

I think I am being taken advantage of and now they disconnect my entire hot water system, when I just wanted to make sure my daughter and I were safe. This is a sin and hould be stopped.

Charlotte Delatorre of Chicago IL (09/03/07)
On August 7th, 2007, I had an appointment with Peoples Gas to provide 2 gas meters for a 2-flat that I recently purchased at 2532 N. Francisco, Chicago Illinois 60647. The building already has one gas meter for the 1st floor and 3 brand new top of the line gas furnaces with brand new piping to connect to the meters.

When the gas company arrived on August 7th, the gas technicians called for a supervisor because they said that there was not a lot of room to work. A gas supervisor, Al V, arrived to the house and informed my husband, Jose, that the gas meters have to be installed outside of the house and that we would have to pay for that construction.

On August 13th, the gas company placed a contract for pipe work dated 8/13/2007 in my mailbox at 2532 N. Francisco which was issued by Albert V, describing the work to be done as med pressure riser in place and build a new 3 meter header, for a cost of $1736.00. An attachment stated that we must fax the contract to 773-282-8054 and 312-373-4023 and also noted instructions to pay by credit card, which was to be made three business days after faxing the executed contract.

On August 13th, I immediately faxed the contract to the above two numbers with confirmation sheets verifying that the faxes were successfully sent. On August 18th, I paid $1,736.00 by credit card over the phone and was also charged a service fee of $11.85. This credit is reflected on my account with Peoples Gas. My appointment for this gas service was scheduled for Aug 22nd.

On August 22nd, a gas technician came to my house and stated that he was not equipped to install the meters. He advised me to call back the gas company, even after I told him that I have no gas in the house. After he left, I called the gas company again asking for help. The gas representative was extremely rude, stating that my appointment is for August 28th and that she will not change it. She then said that the gas technician at the house today was there to conduct a safety inspection, even though I had never ordered this. I then reiterated that I do not have gas in the building and I need someone to come out sooner, as I had tenants moving to the 2nd floor on August 24th and I planned on moving to the 1st floor on August 27th.

I then asked her to connect me to a supervisor due to the urgency of the matter. She basically said no, asked me for a contact number and in a mocking manner because I then began to cry, said a supervisor would get back to me in three days and then hung up the phone. I then called back and asked if I could come to an office to speak to someone in person and was told that Peoples Gas does not have any customer service offices, and that everything must be done either by phone, on-line or regular mail.

I then explained the situation again, was given another number to call which kicked me back to the main customer service line. After I called the number several more times, I spoke to another representative who said that when the Gas employees in contracts/construction are closed, the number will automatically kick back to the main line. After wasting over one hour, I then was told to call back the following day.

When I called the following day on August 23rd, the gas representative told me that they cannot schedule an appointment for me sooner than August 28th, despite the fact that I told them tenants were moving in on August 24th and that I had no gas in the entire building.

In the interim, I had tenants lined up to rent my apartment beginning August 28th at 5010 W. Montrose for $1250 per month. Due to the gas problem, I informed these prospective tenants that I cannot move out on the scheduled date, which resulted in them renting someplace else.

On August 28th, a gas technician arrived approximately at 11:30 AM, however, he also was not equipped to do the work that was required. He tried calling a supervisor about three times with negative results. He then said that all the supervisors were at a meeting and to re-contact the gas company.

After the technician left, I called the gas company again, begging for help and explaining that I have tenants in the building since August 24th with no gas for cooking or hot water with which to wash plates, dry clothes or shower. I then asked for someone to come out to at least connect the 2nd floor to the one existing gas meter in the house. In the alternative, I asked for either the 1st floor or basement to be connected so at least my tenants could use the gas on that respective floor until the new meters are installed. After making this request, I was told by the gas representative that she cannot schedule anyone else to come out that day but advised me to contact the emergency number. I then called the emergency number and was told to wait at the building as they were going to dispatch a crew.

My husband and I waited until after 9:00 PM for the emergency crew to arrive. Although the emergency technicians were very professional and helpful, they also stated that they are not equipped to service the type of work that is needed, as they handle emergencies only. However, one technician named Rueben advised us to re-contact the gas company, ask for a supervisor, and specifically tell the representative that the pipes need to be fitted first before the meters can be connected? in order to avoid the gas company from sending out the wrong technicians. In addition, he said that he would indicate in his notes what was needed to avoid further problems.

It also should be noted that when I told Rueben that a gas supervisor was already at the house back on the 7th of August, he was quite surprised and also perplexed as to why the meters werent installed at that time. He surmised that it was probably due to not having enough elbow room to work comfortably in the allotted space. Although it may not be the case, I could not help but feel at that moment that I was being charged $1736.00 to make the gas technicians jobs easier.

I then asked Rueben to either connect the 2nd floor to the existing meter or at least connect the 1st floor so my tenants would have a shower and stove to use. In response, Rueben examined the meter again and at that time noticed there was only one pipe connected to the existing meter and that the other pipe could not be connected because it also needs to be fitted. He then put a lock on the gas stating that the unconnected pipe could be dangerous. This was very surprising to me as there were already a number of gas technicians out to the house who did not notice this hazard, including one who did a so called safety inspection.

On the following morning at approximately 8:05 AM on August 29th, I called the gas company yet again and spoke to a representative named Maria, (312) 240-4000, who worked in the contract/construction section. I informed her about what was going on and she said that Ruebens notes were in my file and that I should wait at the house as she is trying to send out a crew. When I asked Maria to give me an approximation as when the gas technicians would be out, especially after waiting over 10 hours the day before and because I needed to pick up my son at school later in the day, she told me you just have to wait.? I then left her with my cell phone number and my husbands cell phone number in case she needed to contact us and proceeded to the building, arriving at 8:30 AM.

At approximately 2:00 PM, I became concerned that no one was going to show up. I called my husband out of work so that he could pick up our son at school. I called the gas company again and spoke to an extremely nice representative whose name I understood to be Tammie, who informed me that there is a notation in my file stating that the work is scheduled for August 31st and that no service was ordered today. I broke down and started crying, telling her that Maria told me to wait at the house, which I had been doing since 8:30 in the morning for the gas company, who apparently never had any intentions of doing the work that day. At that point, I actually began feeling light headed and my whole body became warm.

Being sympathetic to this ordeal, the representative told me to remain on hold while she attempted to contact a supervisor in an effort to get someone out sooner. Finally, I was told that a supervisor would be contacting me and that the gas company would not be coming out that day.

After waiting about 2 hours for a supervisor to call me, I called back the gas company and spoke to someone who identified herself as Rochelle. After explaining the ordeal, Rochelle gave me the cell number of gas supervisor, Al V as 773- 491- 9872 and office number of 773-794-6848. However, before I began dialing his number, Mr. Victorine called me at approximately 4:30 PM.

Mr. V said that he would try to get out there the following day, August 30th but assured me that he would be out no later than August 31st.

After I explained the urgency of the matter, Mr. Victorine insisted that I did in fact have gas service in the building. I again told him that there was no gas service in the building, and in addition, Rueben put a lock on the service because he found an unsafe condition. Mr. Victorine was surprised by this and told me that he would contact Rueben to find out what was going on.

A short time later, Mr. V called me back and accused my husband of detaching the pipe from the meter, claiming it was not like that when he was at my house several weeks ago. I told him that neither my husband nor anyone else did anything to the pipes and that it would belie common sense for us to touch the pipes after paying the gas company $1736.00 to do the work. I asked him to please come to the house to see for himself that nothing was changed from when he was last there. Mr. V then said that I will need a plumber to come out after the meters are installed outside because the gas company does not do any interior work. Mr. Victorine further claimed that he had already informed my husband of this. Please also note that the gas company provided free of charge, including interior work to connect the piping, the installation of outside gas meters to residences in my area. My brother-in-law, Francisco, was a recipient of this free service, the same work that the gas company has charged me $1736 but has yet to do.

The following day, August 30th, I waited from 8:00 AM until 5:00 PM for the gas company to come out. Needless to say, the gas company did not have the courtesy of calling to let me know that they were not coming out. It was another day unnecessarily wasted, but I was comforted by the fact that this ordeal will come to an end the following day because not only was I on the schedule for August 31st, but also Mr. V assured me that they would be out no later than August 31st.

On August 31st, I went to the building at 8:00 AM to await the gas company. I also had a contractor who agreed to do the interior work once the gas company finished installing the meters outside. When the gas company did not arrive by 2:00 PM, I grew very concerned. I then called Mr. Victorine on both his cell and work number only to get his voice mail. I left him messages that I was waiting at the house from 8:00AM and that I have a contractor who is ready to come in to do the work once the gas technicians finish. I then called the gas companys main number and was told by a representative that my appointment was rescheduled for Sept 4th. That is why I am now asking for your help.

In addition, shortly after speaking to the gas company on August 31st, I called Alderman Ocasios office, explaining that my tenants have no gas as well as the ordeal that I have been going through with the gas company. Ald. Ocasios office stated that they would forward my complaint to their liaison who works with the gas company. As of yet, I have not heard back from the liaison, probably because I called after 2:00 PM on a weekend holiday. However, unlike the gas company, I do anticipate the liaison getting back to me. The fact that the aldermans office has a liaison to deal with the gas company tells me that I must not be the only one who has been mistreated by Peoples Gas. Although I never ever gave it much thought before, now I have firsthand understanding of the danger of monopolies.

In addition to the $1736.00, the gas company has cost me numerous hours in waiting, costs of having to take time off from my job, loss of a prospective tenants at 5010 W. Montrose as well as the inconvenience of not being able to move. The ordeal created unnecessary stress which literally caused my blood pressure to rise. But most severely, it is causing a great inconvenience to my tenants who were without gas since August 24th. Also note that I have not collected any rental income from these tenants since August 24th and now stand to lose not only rental income for the month of September but also the likelihood of the tenants breaking the lease because they cannot stand to take anymore cold showers or impose on their friends for bare necessities.

Please note that my husband and I are willing to sign any affidavits under punishment of perjury regarding these facts. In addition, most of the calls that I have made to the gas company were with my cell phone and once I get the itemized bill, I can send it to you as added documentation.

Any help you can give me in getting gas service and in preventing the gas company from treating other people as poorly as they have treated me would be greatly appreciated.

Kathryn of Chicago IL (05/08/06)
I have requested during several phone calls between 2/7 and 4/4/2006 to Peoples Energy with no resolution for you to stop billing me for an apartment that I never lived in and never had service in my name to.

As I told Stacey E the supervisor at your facility. I never lived on the 3rd floor and am not willing to pay this bill that you are charging me for the 3rd floor. My apartment was on the 2nd floor. If indeed this meter number that you are charging me for is for the 3rd floor apartment, then I have been paying someone elses bill. And, if this is the case, I want to see the records of what I should have been billed while living on the 2nd floor.

I was supposed to receive a response from your company after straightening this out on your end, but instead I continue to receive a past due bill.

I will not pay this bill as it is for a unit I did not live in and did not request service for. I demand that you retract anything derogatory that may have been reported to the credit bureaus regarding this bill which is apparently not mine and contact me with a resolution to this issue.

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