Frequently Asked Questions
What should I do if I smell gas?
What is Carbon Monoxide (CO) and why is it a problem?
Where does CO come from and what are the warning signs of CO poisoning?
Why is my bill so high this month?
Why is it important to read my gas meter regularly?
How can I avoid estimated bills?
Why should I pay my bills on time?
What if I receive a disconnection notice?
How does the budget plan work?
How do I establish gas service?
Prior to digging in my yard, whom do I call?
Who is responsible for making sure my appliances and gas lines meet local codes?
Who owns and maintains the gas service line?
What are my rights and obligations if I have a question or complaint about my bill?
When is a deposit required and when will it be returned?
Does KNG sell personal information?
What can customers do to help lower their heating bills?
How can I obtain assistance with paying my natural gas bills?
New! Frequently Asked Questions regarding online bill payment - Click Here.
What should I do if I smell gas?
Natural gas is one of the safest fuels available. It makes sense, though, to know what to do in case of a natural gas leak. If you smell natural gas, take fast action:
- Leave the building immediately
- Do not attempt to locate the leak yourself
- Do not turn lights on or off, or operate or unplug appliances
- Do not use telephones in or near the building
- Do not operate or move vehicles or other equipment
- Once you are safely away from the building, call KNG Energy or other emergency services
At KNG we care about your safety, if you have an emergency or have any questions, call us at 419-424-3427 or 800-434-3427.
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What is Carbon Monoxide (CO) and why is it a problem?
Carbon monoxide (CO) is an odorless, colorless and tasteless poison. If you breathe CO in, it prevents your blood from absorbing life-sustaining oxygen.
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Where does CO come from and what are the warning signs of CO poisoning?
CO is a by product of incomplete burning of fuels, including wood, heating oil, propane, kerosene, gasoline, diesel fuel, coal, charcoal and natural gas. All fuel burning equipment and appliances are potential sources of carbon monoxide. CO hazards can result from deteriorating equipment, heating systems or appliances that are not properly maintained.
Symptoms are often mistaken for those of the flu – severe headaches, nausea, vomiting or fatigue. One difference is that with CO poisoning symptoms will generally clear up when you breathe fresh air. Other warning signs are stale, stuffy air in your home, pilot lights not staying lit, burner flames and pilot lights are mostly yellow, rather than a clear blue. (Please note: some natural gas fireplaces are designed to have yellow flames). Chalky, white powder forms on a chimney or exhaust vent pipe or soot builds up around the exhaust vent. Excessive moisture on walls or windows in areas where heating equipment or appliances operate can also indicate the presence of carbon monoxide.
At any time, if you or anyone else in your home is experiencing any symptoms of CO poisoning or notice other warning signs of CO, leave the house immediately and get medical help. Call 911 or your local fire department.
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Why is my bill so high this month?
Higher than “normal” bills occur for various reasons. Please consider the following factors, which may contribute to increased consumption.
- Clogged filters on your natural gas appliances
- New or additional appliances have been added
- Faulty gas appliances or thermostats
- Previous readings incorrect or estimated low
- Current reading was incorrect or estimated
- Poor insulation
- Damper left open on a fireplace
- Change in weather conditions
- Changes in normal living conditions due to illness or increase in family size
- Leaks in your hot water system or a dripping faucet
- Increased usage during holiday or special occasion
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Why is it important to read my gas meter regularly?
Your gas meter registers how much natural gas you use. It must be read on a regular basis in order to bill you accurately for the gas you have used. Please keep bushes and shrubs trimmed around natural gas meters. Please keep your dogs restrained when KNG is scheduled to read your meter, but never tie your pet to the meter or meter base. If your meter cannot be read, KNG will estimate your usage based upon your previous history.
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How can I avoid estimated bills?
We may occasionally estimate your monthly gas bill because of emergencies, bad weather, or no access to your meter. To minimize the number of estimated bills you receive the following options are available:
- Read your meter yourself. Call KNG the Monday of the last full week of each month at 419-424-3427 or 800-434-3427 to report your reading.
- Remove any obstructions that may block our access to your meter. Keep bushes and shrubs trimmed and pets restrained.
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When are bills due?
KNG’s bills are due 15 days from the day they are mailed. This will usually put the due date around the 15th to the 21st of each month.
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Why should I pay my bills on time?
KNG relies on customers to pay their bills on time so that we can meet our commitments to our customers of keeping gas rates low. If you are having problems paying your bill, please call our office as soon as possible. We can discuss the problem and when possible make alternative payment arrangements with you.
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What if I receive a disconnection notice?
Call KNG immediately to make payment arrangements. After entering into a payment arrangement, it is very important to follow that arrangement to avoid disconnection. Not paying your gas bill is a no-win situation. You incur a late payment charge each month your payment is late and your service may be disconnected. Should your gas be disconnected, service will not be restored until all outstanding amounts have been paid. A security deposit may be required. Reactivation of service will only take place during normal business hours.
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Do you offer a budget plan?
Yes, you can balance your home energy bills by joining our budget plan. If you are interested in the budget option, please call our office.
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How does the budget plan work?
The budget plan is a monthly payment plan that spreads your natural gas cost more evenly throughout the year. This free service is available to all KNG residential customers. Here is how the budget plan works:
- Your initial budget amount is based on your average monthly bill from the previous twelve months. Service must be active for twelve months.
- Your budget plan will be reviewed periodically and may be adjusted to reflect changes in gas costs or your actual usage.
- Your twelfth month bill will reflect the difference between your actual usage and your budget plan payments for the year. This difference may be a credit or an outstanding balance. A credit will be applied to your next budget plan cycle. The outstanding balance will be billed the twelfth month.
- Your account will remain on the budget plan until you notify KNG you wish to cancel this service. Any outstanding balance must be paid when cancelled. If you miss two payments, you may be removed from the budget plan.
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How can I pay my bills?
You can pay your monthly bills in a number of convenient ways.
By check - All checks should be made payable to KNG Energy and
- Mail your payment to 1700 Westfield Drive, Findlay, OH 45840
- Drop your payment off at our office located at 1700 Westfield Drive, Findlay
- Use our after hours drop box which is located near the front door of our office
- Drop your payment off at the KALIDA branch of the Huntington Bank
By cash – Never mail cash
- Drop your payment off at our office located at 1700 Westfield Drive, Findlay
- Use our after hours drop box which is located near the front door of our office
- Drop your payment off at the KALIDA branch of the Huntington Bank
By phone – Pay your bill by phone with a checking account, savings account or residential customers may use Visa or MasterCard.
By direct pay – Direct pay allows your gas bill payment to be taken automatically from a checking account or savings account at the financial institution of your choice. Please complete and return the direct pay checking or savings form to our office with a voided check to sign up for direct pay. Residential accounts may sign up to have payments automatically charged to a Visa or MasterCard account each month. Please complete and return the direct pay credit card form to our office to sign up for this option.
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How do I read my meter?
Reading your meter is easy! KNG Energy uses two types of meter dials for our customers. One is a direct dial meter that can be read like a digital clock. The second type has dials like the illustration below:
Only read the dials with numbers on them. The two dials without numbers are for testing purposes. Read the dials from left to right; recording the lower number next to the dial hand. In the above example dial A reads as “3”, dial B as “1”, dial C as “7” and dial D as “2”. The reading would then be 3172. Please note: If the dial is between two numbers, take the lower of the two numbers. You can figure your gas usage by subtracting your last meter reading from your current reading.
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Is meter tampering illegal?
Yes, meter tampering is illegal and dangerous. Tampering with natural gas meters and piping endangers the lives and property of you and others. This act may lead to having your service disconnected, criminal prosecution, or both. Ultimately, this unlawful act affects everyone. If you know of someone tampering with gas meters, please call us at 800-434-3427. All information will be kept confidential.
State law requires all utility customers be notified annually of certain sections of the Ohio Revised Code concerning meter tampering
The Ohio Revised Code defines the following as illegal acts:
- Interfering with or by-passing a gas meter or attachment to impede or reduce correct registration of the meter.
- Knowingly consuming any gas which has not been correctly registered on the meter because of tampering.
- Reconnecting gas service that has been disconnected or shut-off by the gas company for non-payment or other reasons.
- Knowingly consuming any gas which has been unlawfully reconnected.
Under Ohio law, it is no longer necessary to catch a person in the act of tampering or reconnecting. Proof that a meter, pipe, valve or other attachment has been tampered with or has been reconnected is presumptive evidence that a customer or user has caused the tampering or reconnecting.
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How do I establish gas service?
To start the process of establishing natural gas service, please refer to Requirements for Gas Service for complete information.
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Prior to digging in my yard, whom do I call?
Call 1-800-362-2764 or 811 before you dig: It’s the law!
By law, everyone MUST contact the Ohio Utilities Protection Service, 1-800-362-2764, at least 48 hours but no more than 10 working days (excluding weekends and legal holidays) before beginning ANY digging project.
A vital resource for Ohio residents and businesses alike, the Ohio Utilities Protection Service acts as a communication link between utility companies and individuals planning any digging activity.
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Who is responsible for making sure my appliances and gas lines meet local codes?
You are responsible for making sure your gas appliances and piping are installed, operated and maintained in accordance with local codes and manufacturers’ specifications. Gas appliances and piping that are determined to be unsafe must be taken out of service.
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Who owns and maintains the gas service line?
As a KNG customer you own the service line beyond the shut off valve typically at the road, up to the meter. KNG owns, operates and maintains all gas piping up to and including the shut off valve. KNG will perform general maintenance to prevent potential hazards of corrosion and leaks by periodically inspecting your service line. If unsafe conditions are found, the lines will need to be repaired at the customers’ expense or service will be disconnected. Qualified plumbing and heating contractors can repair the buried gas lines at your expense. If excavating near buried gas piping, have the lines located in advance and hand dig. KNG will assist in locating and inspecting buried gas lines for free.
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What are my rights and obligations if I have a question or complaint about my bill?
Call Us
If you have a question regarding your natural gas bill or a general utility question, please call KNG Energy at 419-424-3427 or 1-800-434-3427 as soon as possible during regular business hours. KNG will look into the matter and have an answer back to you as soon as possible.
Other Resources
If your complaint is not resolved after you have called KNG, or for general utility information, residential and business customers may call the Public Utilities Commission of Ohio (PUCO), toll-free at 1-800-686-7826 or for TDD/TYY toll-free at 1-800-686-1570, from 8:00 a.m. to 5:30 p.m. weekdays, or visit www.puco.ohio.gov.
The Ohio Consumers’ Counsel (OCC) represents residential utility customers in matters before the PUCO. The OCC can be contacted toll-free at 1-877-742-5622, from 8:00 a.m. to 5:00 p.m. weekdays, or visit www.pick.occ.org.
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When is a deposit required and when will it be returned?
As a new customer who rents, a deposit is required before service can be established.
- As a new customer who owns or is purchasing a home, you normally will not have to pay a deposit.
- As a current customer, we may require a deposit if your gas service has been disconnected for nonpayment of a delinquent account, you have illegally obtained gas or your account has been sent to collection.
- Upon notification of moving, your deposit, less any amount owed, will be refunded to the forwarding address provided.
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Does KNG sell personal information?
KNG Energy respects your privacy. Any information obtained by KNG Energy will be kept confidential and will only be used for company purposes. KNG does not re-sell or re-distribute any information to any third party.
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What can customers do help lower their heating bills?
- Set your thermostat at 68°. Lower it at night and when you are away for extended periods of time. You save approximately 1% for every 1° decrease over an 8 hour period.
- Keep registers and cold-air returns clear of furniture and drapes.
- Close storm windows and latch them tight. Replace missing storm windows or install plastic film. Close drapes at night to keep heat in.
- Put interior cover on wall air conditioners. Remove or cover window air conditioners in winter.
- Set water heater temperature at 120° to 125° and install water saving shower heads.
- Fix water leaks.
- Wash clothes in cold water.
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How can I obtain assistance with paying my natural gas bills?
The Ohio Department of Development (ODOD) offers several programs to help low-income Ohioans pay their utility bills and improve the energy efficiency of their homes. With one form, you may apply the Home Energy Assistance Program (HEAP), Winter Crisis Program (WCP), Summer Crisis Program (SCP), Percentage of Income Payment Plan (PIPP) and Home Weatherization Assistance Program (HWAP). For questions regarding these plans or an application, please call 1-800-282-0880 or visit www.energyhelp.ohio.gov.
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At KNG Energy we care about your safety. We can be reached 24 hours at:
419.424.3427
800.434.3427