Ran into something of a "sh**storm" (ha) over the summer. It wasn't entirely Citizens' fault, but I was not impressed with the part they handled. I had the same shut-off issue as several other people did. I bought a house in April. In my last place, I wasn't responsible for the gas bill. So the last address they had for my name was the house I rented before that one. I moved out of there in 2014. I called Citizens to tell them I had bought a house and wanted service turned on at that address. I mentioned that it would be my mailing address, and also - I thought - got auto-pay reactivated. Everything was chaotic for a few months and I didn't notice that the bill hadn't been paid. (That part's on me... but given the call I'd placed to them, and the chaos of moving, it's understandable.) So when my water was shut off in August, I was shocked. I called Citizens, where I learned that they had been mailing me bills and disconnect notices... to the house I moved from in 2014. And they were being returned by the postal service. But no one at Citizens bothered to forward the returned bills to my new address, even though it was right there in the account, and I'd even told them that was my mailing address. Now, the rep wouldn't quite admit that was the case - she probably isn't allowed to - but she didn't deny it either. Because of that, I told her I should not be charged any reconnect fees and whatever else they want you to pay when they cut off your water. Thankfully, she saw my point and removed those charges. If something like this happens to you, ask to have reconnect fees waived. But... due to their own delays, my previously-planned travel, and a holiday weekend, it took a week to get the water back on. The first time someone came out (in the middle of the day when I was at work) they wouldn't turn it on. They left a note claiming there might be an issue with my water valve or something. This was right before Labor Day weekend. I called, telling them I was going on a 4-day trip in 2 days and I'd like a tech to come back that evening or the next day, so they could come inside and see that there wasn't a valve problem, and then restore my water. No can do, they said! I realized I'd have to wait until I returned from my trip before I could get my water back. I got back on Sunday but had to stay with family until Tuesday afternoon, when a tech was finally able to visit. I had to take the afternoon off from work, too. I'd asked if someone could come in the evening, but for whatever reason, their answer was no. When the technician came to my house and checked on the valve in person, everything was fine, so my access was finally restored. I get why they couldn't turn it on if they thought there was a valve problem, but everything else was ridiculous. Normally I'm a very flexible, patient, go-with-the-flow person when things don't work, but this really tested it. It's a good thing I had other options for showering. And I could fill up a few reusable bottles each day at work. But I still had to drink bottled water AND give bottled water to my dogs, which isn't cheap. Moreover, I couldn't even wash my hands or flush my toilet. And it was hot and sweaty August. So between the delays from Citizens (~3 days), my own travel, and the holiday, that toilet sat unflushed for a week. Took a while to clear that smell... Everyone I have spoken to there, at least, has been polite and listens well. No one blamed me for the problem either. And I've never been put on hold for long. And the website seems to work. I'll give them another star for that. But good luck, fellow Indy residents. read more

Need gas hooked up at my house. Tech called to say he'd be there in 10 minutes. I set a timer and made sure I was available to answer the door in 10 minutes. Came downstairs to the Citizens truck parked in front of my house, tech just sitting on his phone. No call, no text, no knock. I opened the front door. Waved around a bit. Went back into my house. Tech sat in front of my house for 15 minutes. Made no attempt to contact me. Then left and canceled my order. Was I supposed to throw rocks at his van? Contract a messenger hawk? Called Citizens and they said I'm SOL, will have to reschedule. Guess it's another week of microwave dinners. If there were any other provider available, I'd go to them in a heartbeat. read more

I tried repeatedly to pay my bill online (at least 6 attempts) and over the phone (another 3 or 4 tries) and was unable to complete. Their automated phone system sucks - you can not get to a human being. I went to their office to pay in person and was told they do not accept in-person payment. Can't pay online. Can't pay over phone. Can't pay in person. I saw a person in the parking lot with a badge who appeared to be an employee, so I got out of my car and explained my dilemma to him. He took a picture of my bill, took my name and phone number, and said he would go inside and speak to somebody in the correct dept. I received a phone call less than 5 minutes later and got the issue resolved within an hour. Kudos to that guy for actually being helpful, but it doesn't assuage my feelings about CEG. It is a good thing for them that they are essentially a monopoly. If not, I would take my business elsewhere in the blink of an eye. read more

Citizens Energy Group has shown a disturbing pattern of neglect toward both customers and employees. Their service is marked by indifference, and their workplace culture mirrors that same disregard. Despite repeated complaints, the Indiana Utility Regulatory Commission (IURC) has failed to step in, allowing these issues to persist unchecked. This is not just bad business--it's a failure of responsibility to the people they serve and employ. Simply put--It's all about profit. read more

The worst service on the planet. If I could connect my services with another company, I would. It's a shame they're the only ones in Westfield... They have time to schedule a disconnection without warning to a person who has always paid and complied, but those who don't pay and send to collections don't get disconnected... Now, to get the service back online, they make a family wait 2 days without water, without being able to cook, bathe, or do any basic needs. Telephone service? LESS 100. The worst experience. read more

I have always paid my bill and made my arrangement payments. Sometimes you just don't have it and this was one of those times. Well I had to reset my payment arrangement on a Friday afternoon and I told the employee that I don't have it but I'm gonna try to get it. Monday morning before I got up my water was turned off for 130 dollars. The representatives talk to you so disrespectful and I may have said some stuff but I just could not believe my water was turned off for missing one arrangement payment. They had already put extra fees on it and if I didn't have one payment why would you add more and I can't afford to get my water turned back on cause now they want more than 600 dollars to get it back on. I wish it was someone I can speak to at the company instead of those customers service representatives because they are trained to attack. read more

Water pipe froze and broke January 2024, so I shut the water off at the valve in the basement, but Citizens claims I owe a base amount for the nine months that zero water was used ! How can a business charge you for their products if you didn't use them? The people of Indianapolis need to file a class action lawsuit against these people. read more

Its a shame these people have a monopoly on water near me, I would switch in record time if I could! Giant bill the math does not support, and they are no help when you contact them to resolve the issue, just mail you paper work that contradicts itself and makes threats to shut off your water while they pretend to resolve an issue they created. Im getting close to moving in with our Amish neighbors up North just to avoid running water if it has to be through them. read more

Customer service is laughable. Their reps know nothing so it is a waste of time to call.

you simply can not speak to a customer service representative i despise not being able to arrange a payment schedule!! read more

Citizens Energy Monopoly runs much more like a criminal organization than a utility company. My problems began when I enrolled in their budget plan to offset my winter gas usage. My original budget plan was 80$. 8 months later, they tried to debit 2300$ from my account without notification, claiming that they had been under charging me the entire time, and that now the entirety of the *their mistake* was due. A new payment plan was arrange, but several months down the line, something similar occured. My 'Budget Billing' went from 80$ to 104$ to 114$ and now, shockingly, they claim my budget billing is at 186$, and that I must pay 100$ on top of that monthly to pay down the balance from their own incompetence. So I'm stuck paying 286$/month for gas and water, year round, which is what I paid originally in the coldest months of the year. God forbid you're late on a payment because- BAM, your payment arrangement dissolves and they demand the entire balance of whatever you owe. It's extortion. read more

There is no way math supports the bill I received. March being one of the warmest on record shows me using more natural gas than in the month of December 22, January 23 and or February 23. If the State of Indiana isn't watching our back with these pirates who is? I will dig and dig until I can get a news crew and state and local representatives out to my home to show them this travesty. read more

I did a payment extension. when i got my new bill, it didn't have the payment extension broken down so i paid what was on the bill. my daughter called me to tell me the water pressure was messed up in our house, so i called a pl because this company who i have been paying for 22 years and never been disconnected didnt even put a note on the door, nothing. Then when the plumber tells me they cut it off, i called them. Miserable Andrea told me i had an unpaid balance if $52.00 so they disconnected me. Then she extorted me out of over $200. I had to pay a huge deposit that goes in the pocket if the CEO i suppose even though i have never been cut off in addition to paying a large fee for one of these miserable people to come turn it back on over $52.00. truly genius how you get over on people! Merry Christmas! read more

My mother-in-law passed away in December. She was owed just under $100 refund. We received the refund today 3 months later, and it was made out to her. Of course she can't cash it because she has passed and we can't cash it either so I called citizens energy group customer service and they told me that by law they have to refund the money which is fine, but they have to do it in the customers name instead of the beneficiary or the POA, so we have a check here that no one can cash. My thought is on paper, It looks like citizens energy group did refund the money owed to her but the money is still in their account because we can't cash it. They also said they knew we couldn't cash it but we can do what we want with the check. just saying. read more

Citizens changed their vendor for making payments. so frustrating and ridiculous. makes it more difficult to pay your bill. we all have enough to do without re-entering information every month. also my water shutoff outside at the meter doesn't shut off completely read more

Terrible. Absolutely terrible. I've had to make 3 appointments because they don't show up. They give you a ridiculously wide time frame of 8-6 and say, hey we'll call you when we're 15 min out. And then just don't show up, no notification they can't make it. I took two days off work to try and accommodate this and they just blew me off twice. I pray it won't be a third. read more

Moved to a new house and requested to continue water service using their website. Apparently none of their employees read the information we gave them and decided to shut our service off without warnings. They're quick to shut off your service, but when it comes to restoring the service? Too bad... no matter what you'll have to wait until the next business day. The excuse was that all field reps are booked up... that has 'script' written all over it. Next time you hear or see anyone that is an employee for Citizens Energy Group, point and laugh at them. They should be ashamed for being employed there. read more

The worst company. they say the technician will call when he is 15 mins away. never received a phone call or a knock on the door. left a note on the door saying they couldn't turn on my gas. called and was told oh well basically and to reschedule. the time frame is 8am-11pm. idk about anyone else but I work and already waited for a whole day for them and nothing. this is ridiculous and their scheduling sucks. people have to work to pay this high ass bill. I would have given them 0 stars but apparently you have to give at least one. read more

This terrible plumber I hired 4 months ago really had no knowledge of where the yard shut off is and had to call Citizens for help. They immediately came the next day and located the yard shut off and kindly informed me that it's an old one so it got a reverse shut off. Later on noticed there was a leak coming out of the yard shut off. Called Citizens and the lady on the phone was very courteous. Citizens came and fixed the issues. Had to do some digging and that spot the soil was all messed up and not flatten. So I went out and tried to make it look nicer. Few days later I noticed there were hay on that area. So apparently they do fix it and put seeds on. I wish they would have left a sign saying they will take care of that. Then last month I noticed the water meter was not working. Called Citizens, once again the customer service rep was really nice and courteous. Got someone out and replaced it the next day with no charge and only took 15 mins. Overall I'm really happy with their customer service experience and the techs I encounter have been nice and knowledgeable. read more

This is just a terrible company, I can probably say one of the worst I have ever dealt with. Avoid them if you can. I would advise everyone to go all electric if possible. Cheaper and much better utility to deal with. I didn't get the most recent statment and when I relized I was 6 days late I paid it and they still turned off my gas with no warning and now charging me a bunch of unreasonable fees to reconnect. Meanwhile, I have a water main problem that is serious. My neighbors and I have crap in our water from nearby construction and they won't respond at all to that. I would give negative stars if I could. I have been a customer over 20 years with no late payments and that is how they treat you. read more

Just to change names on account, HORRIBLE service.. Besides the Over Charged rates that are now in effect, they went & disconnect the service, & re connect, bet a connection fee.. Plus had called Wednesday thru Friday, still Not re connected why, why was turned off anyway, just for that xtra money?? read more

3646 Katelyn lane Indianapolis 46228 is my property address. I had my budget plan @$192 but since last October it's gone up to $303. It's hurting me every month. Ours is a small family of three. When I called to cancel my budget plan they asked me a penalty of $800+. I have no idea what I do next. read more

They'll go months at a time without billing us, then give us a huge lump bill. They've also overcharged us multiple times instead of actually reading the meter. When we moved, we notified them way in advance and they shut off our services late from the appointment date we scheduled. We also are still waiting on our final bill and haven't been billed since June, so they're currently 3 months behind. Calling them leads to vague "well it should happen, if not call back" replies over and over without anyone actually doing anything to help. Worst utility company I've ever used by far. If you have any option other than them, I recommend you take it. read more

They shut my service off without prior notice and the bill was paid on time. Now, they want another deposit to restore service. I know crooked dealings when I see them. I need legal help. They shouldn't be allowed to do this. I have a feeling I'm not their only victim. read more

They back-billed me $1,300.00 for one year's worth of water and sewage. The Full amount was due immediately. I set up a payment plan but was late paying my 2nd installment. They cut me off then charged me a reconnect fee, another security deposit and told me I had to pay full amount to get service back. shady billing. Tried multiple times to enroll in autopay but their system won't let me. this is how they extort money from the public. read more

I was on budget billing. Got latest bill I've had a water leak for sometime never noticed and according to the plumber I would've never heard leak. Now I have a 1,000.00 bill. Been trying to deal with customer service and been told several things I needed to do. Call call call hear different thing from several representatives and no one can find what the last one did. Citizens has horrible customer service. read more

Recently received notice there would be a delay in my bill as they were going to estimate my gas bill because my meter had not registered any use of gas all summer. I called the office and they said that meter must be defective and would have to send someone out to replace it. I explained if she would check my gas usage for the last 15 years, it would show I never use gas May thru October. I told them they were welcome to change meter and waste their time and money. That the only gas appliance I have is my furnace and I didn't see any reason to run the furnace when it was 90 degrees outside. It took over 10 days and additional phone calls to finally get a bill without an estimated charge for gas. So simple, but so hard for them to correct their mistake. read more

If I could choose 0 stars i would. They are the Worst company in the world to work for!!!They lie to their employees about benefits. They go against their own handbook of rules. The do not give raises like promised. Also, with this pandemic in place they are picking and choosing who they can send home to work even though they worked from home in the beginning of the pandemic. They admit to punishing some of their employees for asking for help to answer customer questions! I have never seen such a unprofessional company in all my years! Please for your own sanity stay away from this company! read more

We had a leak in the basement and the bill was 350$. I called for a leak adjustment and nothing was done. The leak was from a hot water heather that is behind a finished wall and not noticed until the carpet was wet in the bedroom. Citizens manager said it doesn't meet the criteria. Such a joke!!!! I asked for a home inspection to prove the leak could not of been seen but they don't do that. Of course they don't. 6 times our regular bill and I guess they think we just filled a pool in NOV. If you have a choice for a different water company I would suggest it. read more

Not that you are going to Yelp to decide on your water service, but it would be great if they could be held accountable. My neighbor and I have had our water accidentally shut off a combined 3 times now, because they had a system error, or had the wrong address. I'm currently waiting on an employee to show up and turn it back on this morning, just so I can shower for work. Quite the organization..... read more

I was out of town and returned home at 11 am to find a disconnection notice which was left that day. I immediately called and they informed me the service man had just left my residence and they could not reconnect my service for 48 hours. I had budget billing and auto pay prior and I had a credit on my account when it was disconnected. So I had to pay a deposit, reconnection fee, and collection fee. Basically I had to pay the fees because they are the only ones I can get water from. Customer service was like trying to speak with a communist country. Thanks citizen energy group for the horrible service! read more

Just dumb. Seven times to read the meter .... every time they say gate locked ! I gave them the code about a year ago ..... wow if this wasn't a utility they would be out of business period !! What a joke read more

They suck. They take forever to connect and restore service. We all know we can do shit about it. Most people pay a water bill. Why is it that I have to request a paper bill? I never requested to be paperless. The bill got paid on Wednesday. They were supposed to be out the next day. I asked what time and they gave a generic answer.... We work from 7 to 11. So if the bill was paid and you reconnect service within 24 hours why am I into hour 34 ...by 7 it will be 42 hours from the time the bill was paid. If possible they would get negative stars. They do not care about their customers. read more

I want to say thanks to the previous reviewer. The same thing just happened to me. Almost overnight my partner and I noticed a big difference in the water pressure. It was so bad that toilets took a long time to refill if the water was being used somewhere else. The helpful person at CEG asked if we had a water softener - and suggested we check it. What a relief - we by-passed it and the pressure came back to normal. It will likely require a plumber but I'm so glad it wasn't something more serious...like a leaking water line. read more

You did your work well!! You had left us a note in are area that you would be working Sunday, March 17, 2019 and we would not have water for 6 hours or less. Your Citizens Energy Group truck were there at 9 AM and we had water again at noon with a new hydrant/valve. There you were with a lot of snow but you kept on working. Those workers are there regardless the weather or time! Thank you so much!! read more

My concern is I moved out of a house on the east side of Indianapolis in November by court order,I was illegally evicted The attorney we hired proved that in small claims court . I found a very nice house on the west side of Indy for the same price with utilities. I informed citizens utilities that I will be moving on the 17, but it obviously fell on deaf ears. Because they continue to charge me through January sending me a final bill of over eight hundred dollars as a final bill. When I phoned to ask for copies of bills sent to me during the 3 months I never received them. The landlord had the services on illegally in my name.Imagine that disabled citizen financially abused. read more