Columbia Gas of Massachusetts

Generally a well-​organized and reliable service for home natural gas. However they can get nasty too. For nine years I’ve made virtually every gas payment without a hitch, and one late payment and I get a letter in the mail that reads, Pay now or else it’s going to collections. So they could improve on customer service. Why not an email with a friendly reminder instead?

After being without hot water and the use of my stove for over a week for a leak they reported (which they may have caused) I call to have someone come and turn my pilot light back on, a job which will take less than 5 minutes. They go on to tell me I have to wait yet another day because they are so busy and can’t send someone out. Also the window of time they give me is between 8am and 12 midnight. Awful awful company

Pretty sure what they do is illegal. Moved out of an apartment building on the 25^th of the month. Called them 2 weeks later to tell them we moved out and please back bill us and they said quote «we do not do that you have to pay for every day until you call to cancel» I said thats absurd since the company that owns the complex has a lease end date of the 25^th and knows I was not living there for the next 2 weeks why in the world would columbia gas make us both pay for those 2 weeks. Rep said «thats just how we work» .
I do property management for a living and have dealt with electric and gas companies my entire life. I have never seen a company charge a tenant for the time they were not living at the property. State of Massachusetts might want to take a look at how they run things.

The people who work at Columbia Gas are the rudest people ever. I’m currently moving to Attleboro, Ma so I have no choice of gas companies. I was scheduled to have my gas turned on Saturday, January 3^rd between a time frame of 12pm-​4pm. On Friday night we had a huge snow storm in MA, named «Hercules»… This delayed my ability to travel Saturday morning. At 12:30pm I realized I missed a call from the guy from the gas company and a voicemail that he was outside. He left no contact number so I had to call the gas company. By the time I got through 10min has passed. When I explained the situation to the lady on the phone named «Dorothy» all she said was «he left». That’s it nothing else. I said «okaaaaaay? so what do I do now» and she said «nothing he’s not coming back. you had a 4 hr time frame which we don’t usually give, we usually say all day. you can reschedule for Monday.»… which I thought was crazy because 1. I didn’t ask for special treatment and 2. Did she not realize the blizzard that happened the night before??? She was very reluctant to help me basically called me inconsiderate for not being there on time. Then she said the guy from the gas company «even gave me a courtesy call because he called me when he was outside»… interesting because I thought a courtesy call would be made BEFORE he arrived at my house.
There’s more to the story including me having to wait in NEGATIVE 6 degree weather the next day for THREE hrs but the main point is: Columbia Gas Company is very anti-​customer service and they take pleasure in the fact that residents in Attleboro don’t have any other options if they have gas heating and do not want to freeze to death.