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On the evening of 9/23/22, I discovered that my hot water was not working due to locks being put on my gas meter however I was unable to reach customer service until the morning of 9/26/22 due to People's gas closing at 4 pm on 9/23/22 and being closed 9/24/22. The first representative I spoke with informed me that in order to remove locks from my meter, I would have to contact a private contractor and then informed me this information was provided from his manager and also their emergency team representative.
Once I disconnected from the first representative, I immediately called again and choose the option of speaking with a emergency line representative who directed me back to customer service. Once connected to the second representative, she informed me that my account was active and current and that meter was locked in error and was able to schedule for someone to come out in the next couple of hours to remove locks however she had to get me back to the emergency line to speak with a representative to set up appointment. I inquired if I could be compensated for the inconvenience of not having hot water over the weekend and the given representative informed me that this could not be done and that her getting me a same-day appointment for compensation.
Once the worker arrived to remove locks, he informed my husband that he was unable to remove the locks due to not paying bill however once he further researched, he informed my husband that we should have had two accounts with People's Gas. One for the first floor and the basement and that the basement was being paid up until June of this year and due to not having a name associate with the apartment basement. We informed him that we just purchased this building February of this year and was not informed by the seller that we would need two People's Gas accounts and that when the tech came to set up our cooking gas she did not inform us that we would need to set up another account, only cooking gas.
The response from the tech and customer service was that letter was sent to previous owner and when no name is on account and bill not being paid, they have to shut services off. We were able to add another account however this was not completed in time for given tech to complete due to him not being able to wait due to other appointment he had scheduled. Once new account was added, we were then informed another tech could not come back until 9/30/22 and no earlier appointment could be made even after speaking to a team lead with People's Gas. We had no choice but to accept the available appointment with compensation given to inconvenience.
People’s Gas is a horrible company to work with. From registering and setting up my account to stopping my service, communicating is next to impossible online and every time I’ve needed to call I’ve been on hold for 40+ minutes.
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My bill with Peoples Gas was consistently $75-$90 a month and $130 at the highest in January. They are trying to charge me $240 for the month of May out of nowhere (should be about $80 or less). When I called they said they couldn't get a proper reading so they just estimated it for May and that's what they came up with?! They had me schedule an appointment for their technicians to come out to get a proper reading and adjust my bill which I had to take work off for. The bill wasn't adjusted and they're saying their finance team didn't update anything and all I can do is keep calling, waiting on hold for a half hour every time and see if anything's changed. How can they run a business like this?
We have our place up for sale and have the gas service connected but set at 60 degrees. The gas usage has continued to go up every month and has double. I have asked Peoples gas for assistance 3 times to read the meter and get back to me. I have had appointments and every time they get canceled with no explanation. So I just have to suck it up and pay the bill. What recourse to have to get this fixed? I am currently on hold for over an hour to try and talk to someone again for the 4th time. I have lived at the service address 18 years and have never had a bill this high and we are not even there using the heat or gas!!!! Can anyone help???
Our service was turned off without any notification. We did not receive any calls, emails, letters, etc. before service was cut off. After sitting on hold for hours multiple times with customer service, we were told a manager would call us. We did not have any unpaid bills, our account was current. We have email confirmations that all bills were paid. Customer service could not give us an answer as to why our service was terminated. On Tuesday we asked that service be turned back on, and were told it would be a week before that could happen. A week without hot water or heat during cold weather is not right, especially when we have paid our bills and there was no reason for termination of service. We were told that a request would be put in to expedite. Later that evening we called and were told that request was denied. We requested a manager then, and they said nobody was available and we would receive a call from one.
48 hours later, no call from a manager. We have a 2 year old who is shivering being bathed in cold water, we have had to spend money eating out as we cannot cook our food. We have had to purchase space heaters because we have no heat which are expensive not only to buy but also to operate. A manager finally called after nearly 3 days of trying to get a hold of one and we were told we have to continue to wait until Tuesday 11/16 for our service to be turned on. We were also told that there was a mistake and we were paying bills for the wrong address for 3 months! The bills we received, which we have copies of have the correct address. How does People's Gas treat their customers like this??? Paying customers with no outstanding balance!!! How can you shut someone's gas off with absolutely no forms of notice due to your own mistakes and refuse to resolve the problem in a timely manner???
During this time, we continue to have to bathe a two year old child shivering in cold water! We have to pay to operate expensive electric space heaters! Have to order food out for a week or eat 3 cold meals a day! I have very little hope after dealing with customer service over the phone that anyone at People's gas will take this seriously. It is very obvious that customer service is not a priority at your company and it saddens me that others who may be in worse situations and may not be able to afford a hot meal or to purchase space heaters are subject to the wrongdoings of People's gas as well. It saddens me that myself and other Chicagoans are subject to your monopoly on the natural gas utility and cannot turn to a company that acts in a timely manner to resolve the problems they are at fault for.
Please, whoever reads this, if you decide to take it seriously, take a look at the weather forecast for this week. It is going to be below freezing at night and there is a possibility of snow tomorrow and Sunday but you told us you cannot get out sooner as it is not considered an emergency. Is it not illegal to terminate someone's service without any form of notice?Title 83: Public Utilities
Chapter I: Illinois Commerce Commission
Subchapter B: Provisions Applicable to More Than One Kind Of Utility
Part 280 Procedures For Gas, Electric, Water and Sanitary Sewer Utilities Governing Eligibility for Service, Deposits, Billing, Payments, Refunds and Disconnection Of Service
Section 280.130 Disconnection Of Service
I was in the process of selling my home and renting an apartment at the same time; I requested new service for the apartment online. The service turn on dates were limited, so I selected the closest date to my move-in date; and then called them a few days later to resolve. I spent an hour on the phone with a very nice representative who claimed she would fix the date issue and reset the service date to 8/31 (my lease was for 9/01). Because we put the service in my son's name and she wanted to add me, we took care of that as well; unfortunately they made an error afterwards and created an entirely NEW account in my name but kept the one in my son's name with the original 8/13 request date and are now insisting that we owe them for service from 8/13-8/31 when we did not even live at the address yet.
They just keep writing emails saying, "no adjustments will be made to the account". It's quite unbelievable that they have people working for this corporation who are so unwilling to look at the situation and realize their error and help to resolve it instead of demanding $35.00... I suggested they need to look at my lease and contact the landlord if they don't believe me. Of course, they aren't referencing that hour long phone call spent trying to sort it out in the first place. If I had a choice in gas providers it would definitely NOT be Peoples Gas.
While the bill was paid they shut our gas off, now will not turn on without coming into the house and inspecting the lines, total hogwash, told my mother she should have called and given the confirmation number to a representative. Why would anyone call out of the blue and give a confirmation number when there was not a notice of termination? Sad excuse to take advantage of people. Especially with the pandemic still ongoing I do not want anyone in my home I don't know during these times no matter the precautions their employees are taking.
Natural Gas was disconnected, called utility company to find out when it could be restored & was informed that there was a backlog of reconnections, the earliest we could be reconnected was a week away. I informed them I have an infant in the home, that going without gas would mean I would be unable to cook meals or bathe my baby. I requested to be placed on an emergency or expedited reconnection list due to having an infant, the customer service agent stated that she was unable to do it; so I asked to speak to a manager; rather than transfer me to a manager the agent repeated her same speech, I asked a second time to speak to a manager or supervisor.
Supervisor came on to the call, I asked again to be placed on an emergency reconnection list due to having an infant in the home, the supervisor said there was no such policy to place priority for homes with infants. When I asked how I was to feed or bathe my baby for the next week the supervisor stated that I would need to make other arrangements. Astounded by this answer I asked what sort of arrangements & how I would do that, Supervisor stated it wasn't her place to make such suggestions.
As I grew more upset & began crying, I replied by saying, "But it is your place & policy to tell me that I can't have my service restored for a week regardless of the needs of my infant," I told the supervisor that the lack of such policies to allow emergency reconnection for homes with infants & elderly is inhumane. The Supervisor then offered to place me on an expedited reconnection list but there was guarantee that I would be reconnected before the date of July 28th, 2021; a week after this initial contact, I was told I would be contacted prior to the tech coming. After 3 days I still have not be reconnected.
I am waiting over two hours to get a representative on the phone. Plus they are rude. They do not or will not talk with you outside their script. I bought a property with the gas meter in the middle of the unfinished basement. Not only they are unwilling to move the gas meter but they send disconnection letters if I do not allow their inspection into my house. Unbelievable part is I cannot switch to another company. Government at its worst.
A gas company that is unwilling or unable to switch on gas supply for an entire week from the request. There are people in far worse situations than ours (we just moved into a new place but have access to another place with heat and hot running water). We do have a baby and a toddler and were told it would be prioritized, but we just found out our prioritization request was denied. I can only imagine how many other requests they are denying, and the situations others are in. Typically we would call another gas company who would be happy with the additional business. But Peoples Gas have a monopoly, and clearly zero incentive to change their ways.
Peoples Gas Company Information
- Company Name:
- Peoples Gas
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