Scam
I moved to Arkansas for six months and had a renter in my house for a couple of months. I am moving back to the same house and found out that the renter left a balance due with ONG of $79. ONG asked me to prove that I wasn't the same person moving back into the house that left the balance so I faxed them our driver's licenses, social security cards, and a copy of the deed showing us as the owners. They still will not turn on our gas unless we take care of that bill!
It doesn't make any sense. We were a six year customer with an excellent payment history on ONG's average payment plan; we didn't leave a balance when we moved to Arkansas; and the information I provided them proves who we are.
I have asked them to call me several times and they still have yet to do so. Everytime I talk to someone there, they just say "sorry, they will get back to you when they can." Not to mention they put my first call back out 5 days! It is November. We cannot shower, dry our laundry, or use our central heat, and - apparently - they could care less!
It is apparent that Oklahoma Natural Gas has no other competition, because if they did, most of these complaints would have been resolved, I think.
They act heartless and unconcerned because they can.
The complaint has been investigated and resolved to the customer’s satisfaction.
Customer service
On Wednesday the 25th of November, 2009 I was scheduled for ONG to turn on my gas service. We disconnect is during the summer months, because they charge $10 a month just to have the meter. The only thing we have that uses natural gas is the furnace.
On Wednesday at ab0ut 10 AM I heard the neighbor's dog barking. I was in the kitchen (15 feet from the front door) and could see through the window he was barking towards the street. I figured the gas guy is here I'll just go out and meet him.
I opened the door and found no one was there, but there was a green paper door hanger from ONG. The gas tech had checked the box "knock on door" and "no one home". I could not believe it! I was 15 feet from the door. If a four-year old knocked I would have heard it. Furthermore MY dog would have gone crazy barking. I noticed the my neighbor was loading his car with his baby (that's why his dog was barking). I asked if he saw the ONG truck out front. He said he had been there for 10 minutes and did not see anyone.
I imediately called ONG. They told me that the tech checked in with them at 9:55 AM and said that he knocked and no one was home. I told the woman the situation and that the man did not knock. I also explained why I knew he did not knock.
I told her that he needed to turn around and come back. If he had just left he would not be very far away. She told me that he could not do that. I would have to reschedule and if I was not home again, I would be charged $75.
I was floored! I asked her how the techs get assigned calls. I was told that they "over-book" the techs, so that if someone is not home they can just go on to the next call.
It all made since to me. The guy does not want to have this pile of calls the day before Thanksgiving! I explained that maybe the man was lazy and did not want to do his job. (I was not very nice, but they were continuing to say "Well, he was there and you were not home") They continued to imply and infer that I was lying! I was extremely angry.
I began to realized something: ONG is a monopoly. They do not need to have good customer service or hard working techs. They can charge whatever they want, fine you, call you a liar, and treat you with prejudice. They only have to answer to one place: The Corporation Commission of Oklahoma. Now how can they get passed this "checks and balance" system. Easy! They just pay the right people and your "customer complaints" go no where. NICE!
What can anyone do? Probably nothing. But I am damn sure going to try to do something. I'm tired of getting ripped-off. Especially by a monopoly! I can't take my business elsewhere. I may just be some stupid "blue-collar" working man, but ONG is in the cross-hairs now.
The complaint has been investigated and resolved to the customer’s satisfaction.
I am fed up with ONG. Every spring or summer I call them out to turn off the gas because I don't need to run the heater anymore. Why would I keep paying service fees for something I do not need? I have called them out four times now because the technician claims that my dog is in the backyard. I have kept them in the house each day he was supposed to come while I am at work. The customer service asked if I wanted him to call first. For what? My dogs are INSIDE and I am at work! Someone is coming out Monday again so I am setting up cameras. I wish I could take my business somewhere else. This is frustrating and a big waste of my time.
My issue is that I contacted several "friendly customer service representatives" this morning (Monday and yesterday, also) and was quite frustrated with their lack of understanding with my personal home situation. Since I am quite archaic, being from the Stone Age and have not yet converted to central air, I still have a glass-lit floor furnace. When dialing the main OKC number, there was not one initial prompt that correctly identified which option to select that would meet my need. When I selected prompt #4, I was told my request was not an emergency and to call the main number and select customer service. When I called the main number again (for the fifth or sixth time), I was told by one service representative that my issue WAS an emergency; out of frustration after many questions from me, he FINALLY said to push the #2 prompt to get my service turned on. Having tried to follow his suggested instructions, but still following the "unclear" main number's prompt instructions that would meet my need, I went back to prompt #4 but was told by the "friendly customer service representative" that it was improper for the previous representative to have told me which prompt number to select as "that" was against the policy of the company. So, how was my problem resolved? I selected option 2 and convinced the service representative that I did not want to transfer my service, but I JUST WANTED TO GET A SERVICE TECHNICIAN TO MY HOUSE TO LIGHT MY FLOOR FURNACE! This professional and friendly service representative listened and helped resolve my problem and was very patient and respectful toward me; she was able to schedule me for the next day. Based on the complaints I had read from the above complainants, I requested that the door bell be rung. That is when she explained why the door bell is NEVER rung because of the possibility if there were a gas odor in the area, there might be a possibility of a spark connecting with the gas. That explanation I understood completely so I requested that the technician knock hard so I would not miss him (I did not want to pay an additional fee). Also, she asked if I would want the technician to call me prior to coming and I immediately said, "YES!" In fact, I gave her both my cell and home numbers and also requested that the technician knock hard on my door. If it had not been for the above posts, I never would have covered those bases... I am a quick learner from others' experiences, apparently. :-) I wish I could identify the positive Friendly Customer Service Representative's name but do not want to do anything that would go against the company's policies. Neither would I want to embarrass her but sincerely believe she needs to be recognized for her friendliness and above all, her professionalism, in some type of manner. Thank you.
Sdouglas, the same thing happened to me...the ONG employee said he knocked but he lied - I was home all day on the computer right next to the door. If I had gotten up to go to the bathroom for a few minutes, I still would have heard the knock because the bathroom was also next to the front door AND the doorbell. So then I had to re-schedule AGAIN to have my gas turned back on, after I'd already gone way out of my way to get excused from work that day to meet the gas worker. I had moved into that house one week earlier and they STILL had not turned the gas on for me because their hours did not coincide with my daily work hours. I had just gotten that job and had to be there daily for training. The gas co. closes at four and I couldn't leave work until five. And I couldn't meet earlier any other day because the gas co. isn't open earlier, plus you have to give them a four to five hour leeway...they won't schedule a fixed, definite time, even if they know you are the first one on their list for that day. One day I had my 84 year old mother meet them there, even though it was exceedingly inconvenient for us because she doesn't drive, and she would be alone in my house all day when she had things to take care of at her own home (pets, a husband, etc)...no one else was available to wait in our house a full day to wait for the gas man. Guess what? The gas man came and left a green slip but never knocked on the door! When I called them the next morning to see why they didn't show, the lady on the phone told me the guy did come to my house and knocked but no one answered! My mother has excellent hearing, and she, too, stayed near the front door in the living room. Plus, our doorbell is so loud the neighbors say they can hear it if they're outside! I was furious. So of course they told me I had to re-schedule a third time after telling me I owed them an extra $25.00 for not being at home when the guy came ! I did get out of that fee, after giving them the third degree over the phone. They wouldn't turn our gas on day after day after day. It was winter, the water was freezing, and we couldn't even wash our dishes and pots and pans properly. My family had to go without warm water for almost two weeks in a home I was spending quite a bit to live in. ONG people have screwed me over so many times besides this one fowl deed. Like the blog above me, there was a time in another house we were living in when we also smelled gas in the front yard right up close to the house and they would do nothing about it, when TWICE they sent someone out to check it. Both men said they smelled and detected nothing so there was nothing they could do! The escaping gas smell was SO obvious! And our gas bills were excessively high. The smell never went away up to the day we moved out. The ONG company/monopoly hires a bunch of liars and callous, thoughtless people to run it. I'm sure there must be a few good people maybe somewhere in an office there, like a receptionist or secretary, but it is NOT a good company, and I, too would, by far take my business to another gas company if there were one available.
I have been an ONG customer for years. I moved last June to a new house. In July, we reported that we smell gas in the front yard. An ONG tech came out turned off the gas and told us to call a plumber to find and fix the leak. Not know any better, we did as told. The plumber couldn't find a leak so our gas was turned back on. We smelled gas often but nothing happened with ONG. Last Friday, a tech was out, smelled gas, tested the amount which was fairly high. He shut our gas off and said a crew would be scheduled to come out in a WEEK. This is early March, it's cold and a week later we still have NO HEAT or HOT WATER! Now it will "probably be Monday before a crew will be there." I have 2 kids who are tired of sleeping in a cold house with only freezing water to bathe in. Our electric bill will be outrageous since we are using multiple space heaters to warm up. This is absurd. They telling it takes 5 days to schedule a "contractor." We live in a city with nearly a million people...including hundreds of "contractors" looking for jobs. Why does it take this long. I am furious that this issue was not resolved last summer when we reported it. We didn't need HEAT in July, but now we do. If I could go with another gas company I would, but THERE IS NO OTHER GAS COMPANY IN THIS CITY! What an insane monopoly this is.
Ong rulthles-corrupt
On 9-3-09 I noticed I did not have any hot water and when I went to my front door I found a ONG Cut-Off notice on the door know showing they disconnect my gas on 9-2-09. I had paid the previous month bill. I DID NOT receive any notices per the Corporation Commission Regs and no one even knocked. Both my husband and I were home since I was bedridden due being very ill. My husband is elderly and disabled and the Corporation Commission showed we had been listed to receive a second notice prior to a cut off. My bill said the total amount was due by 9-17-09. My husband contacted ONG and said we could pay the past due balance in 3 days when I got my check. ONG informed him they would not accept that, since they decided to now charge me an extra $300.00 for a new deposit. I told them I had been a ongoing customer for 27 years and they said that was not important. They only look to see if you pay you bill exactly on the due date and nothing else. It does not matter if you paid you balance off every year but had to ask for payment arrangements for a couple of months in the winter. Evidently If you aks for an extension they put you in there computors as "bad customers" since you did not pay your bill on the exact due date.
I contacted the Corporation Commission and they told me ONG can only charge 1/6 th of your annual bill for a deposit. I sent them a list of my monthly bills and showed them ONG is charging more than that. The man at the Corporation Commission said he was concerned that they show my husband had a disability certificate but ONG did not send a second notice as required.
Ms. Winsworth with ONG replied that ONG had invalidated ALL ONG disabled person certificate and supposedly sent a new form for my husband to filled out. We never received it. They admitted is not sent certified, so they cannot prove anything. They also told the Corporation Commission that they had asked for a waiver of the Corporation Commission Rules in their last Tariff, so I was told ONG does not have to follow Title 45 of the Corporation Commission Rules.
ONG is a Monopoly and part of the function of the Corporation Commission is to Regulate the Monopoly. They look to me like they have the corporation commission in the palm of their hand.
It is clear ONG is turning off people GAS just so they can charge them a huge deposit, and make it more likey they will not be able to pay their winter heating bill and ignoring long you have been a constant customer. The Corporation Commission said ONG wants "good customers." one that never have to ask for extensions or miss a due date at all Well that is great, where do I go for a more understanding and ethical Company that is competing with ONG, since ONG is the ONLY GAS company in this area!
There is no excuse for the Gouging of long Term Customers that are elderly and disabled.
ONG is not heartless, and ruthless.
No telling how many elderly and disabled people die in Oklahoma due to hypotheria due to this companies ruthless gauging tactics and Over sized ego that believe no rules should be followed by them. The LIHEAP program is a JOKE! It will pay as of last year $89.00 one time to the utility company and they can still disconnect service in the winter when it gets over freezing for 2 days.
That happens a lot in Oklahoma, then after they turn it off it may go back to freezing two days later. In 2000 many peoples Gas bill was over $400.00 monthly which was 2/3 of a SSI check for low income people on disability.
The complaint has been investigated and resolved to the customer’s satisfaction.
We are freezing. ONG was scheduled to turn our gas on between 8a and 5p today. We followed instructions and left the house unlocked. I checked the house on my lunch hour and noticed it had not been turned on. By this time it’s 24 degrees out side. I called and was told ONG did come but didn’t perform services because there was a paint can in the house... ITS 21 DEGREES. I asked to speak with a manager; was put on hold so long their call center would be closed when I called back with my fiancé (who set up the appointment). NOW not only do we not have heat in very dangerous temperatures but we also don’t have an appointment for gas tomorrow. Anyone want to take my case
Bad customer service
I came home on a Monday nignt from work to find my gas had been turned off for some unknown reason. I called ONG and the Rep said she could find no reason why it was off and would send someone out ASAP to turn it back on.
While I was waiting for them to show up (took about an hour for them to come) I found a note in my yard from ONG stating that I had a gas leak. This was the first time I had heard this so I asked the Rep when he came what was going on, he said they were going to fix the leak at no cost to my landlord and move the gas meter closer to the house. I asked him when this would occur and he said he had no idea.
The Rep indicated the area where they would be moving the meter too. It was near the house and right in my flower bed! It was my intention to dig up some of my elephant ears (which I had spent $8 each on) and relocate them on Veterans Day because I would be off work and it would be nice weather to do it. I wanted to get this done before they showed up to dig up my yard. I'll be danged if I did not wake up on November 11th to find that they were digging in my yard, had already dug up my flowers and had cut a water line in the process! This means I have no heat, no water and NO COFFEE!
They began at 8:00 this morning, the crew that was hired to move the meter has since fixed the water and moved the meter and gone. I am now waiting on the Rep to turn my gas back on and it has been over an hour since he was called and told to do so. Since it is now 11:45 he probably won't show up until after lunch.
I feel that ONG should have warned its customers when they were going to be inconvenienced and why. I have seen them digging up yards all over town and was told it was not because of a "gas leak" but because ONG wants to charge other gas companies should customers decide to switch providers for the amount of line that is run to the meter. If in fact this is the only reason ONG is moving the meters and disrupting customers lives and destroying their personal property then I think that really stinks!
The complaint has been investigated and resolved to the customer’s satisfaction.
My bill for Dec - Jan 2024 skyrocketed to $111. My previous bill was $71. I grant that for approximate 5 day there was a cold spell. I believe it to be impossible that a gas hot water tank could cause an increase of 64% when only 5 days was above the average charge.
I called ONG around 12:00 today 10/11/18. I explained to the first person I talked to that my pilot light to my furnace was out and was requesting ONG To please come out after 3:30 to light it. I further explained that is the time I get off work and I am a senior Citizen and I have a four year old granddaughter who lives with me and the house is cold. Well at 3:15 the person that was supposed to come out called and then again at 3:29. I specifically told them I don't get off work until 3:30. Naturally I missed the gas person because I wasn't home when he or she came out at that time. I called back to speak to a second lady who tried to tell me that cant be specific with time but the first lady never told me that. so I called back to speak to a supervisor Scott. I explained that my grand daughter is four and im a SENIOR CITIZEN AND THE HOUSE IS COLD. ONLY TO BE TOLD TO CALL BACK TOMORROW. then I WOULD HAVE TO SIT AROUND THE HOUSE UNTILL THEY DECIDE TO SHOW UP. I WORK FOR A LIVING AND TO PAY MY GAS BILL AND OTHER BILLS. I ONLY NEEDED THE FRICKING FURNACE LIT. SO ME AND MY GRAND DAUGHTER WILL HAVE TO SLEEP IN THE COLD HOUSE ALL WEEKEND WITH NO HEAT. THANKS ONG. I SEE WHAT SENIOR CITIZENS AND CHILDREN GO THRU TRYING TO STAY WARM IN THE COLD. BUT YOU STILL EXPECT US TO PAY THE DARN GAS BILL. ONG YOU SHOULD BE ASHAMED OF YOUR SELF.
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Oklahoma Natural Gas emailscustomerhelp@onegas.com100%Confidence score: 100%Support
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