Columbia Gas of Virginia, Inc.

Thank you for contacting Columbia Gas of Virginia with regard to the concerns of Mr. [redacted]. It is always our goal to ensure the best possible service to our customers, and we takeseriously any complaints we receive.A recent investigation revealed that Mr. [redacted] contacted Columbia...

Gas of Virginia (CGV) onAugust 21 to request an upgraded gas service line and meter. We met with Mr. [redacted] onAugust 31 to complete a survey to determine the necessary steps to complete the work. Uponreview of the consultation, it was determined that the existing gas line would need to be increasedto one inch and the existing meter would need to be increased to accommodate the load . A serviceline and meter upgrade typically takes 30 days, pending the permit requests. However, recentinclement weather delayed the completion of the work. The new service line and meter wasinstalled on October 29. We apologize for the delay in fulfilling Mr. [redacted]'s request; however,safety is our first priority.We hope we have satisfied the concerns of Mr. [redacted]. Should you have questions or requireadditional information please do not hesitate to contact me.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The did not try to resolve the complaint just more empty platitudes.  The company cries about being regulated but maybe it should be regulated more with how poorly they treat their customers.
Regards,
[redacted]

Dear [redacted], Thank you for contacting Columbia Gas of Virginia regarding the concerns of Ms. [redacted]. It is always our goal to ensure the best possible service to our customers, and we take seriously any complaints we receive. We have investigated the concerns of Ms. [redacted]...

with regard to a service termination. Ms. [redacted]' s gas service was terminated for non-payment on March 14. When a tennination occurs, a security deposit and reconnect fee is requested from the customer. In addition to the security deposit and reconnection fee, there are other fees associated with reconnection such as an optional $87 priority fee to restore service the next business day. These, along with other fees, arc outlined in our tariff which is approved by the VA State Corporation Colllmission and can be found at www.columbiagasva.com. Ms. [redacted]'s gas service was restored on March 16. As a courtesy we have waived the $87 priority fee. We apologize for the difficulty Ms. [redacted] experienced as a result of this incident. We will continue to work to regain his cooiidence by continuing to deliver safe, reliable natural gas service. Sincerely, Columbia Gas of Virginia

Thank you for contacting Columbia Gas of Virginia regarding the concerns of Mr. [redacted] experience with Columbia Gas of Virginia.  It is always our goal to ensure the best possible service to our customers, and we take any complaints we receive seriously.On September 9, 2016 Columbia Gas...

issued a termination notice to Mr. [redacted] for an unpaid balance of $79.12, with a termination date of September 30, 2016. This termination notice amount represented unpaid bills for the past four months and no payments made to the account since May 2016. Additionally, no payments were made to the account prior to the September 30th due date, consequently, the Company shut off gas service to the customer’s residence on October 4, 2016.On October 4th, Mr. [redacted] contacted the Company to inquire why the gas service was shut off, and acknowledged that he was aware that he did not make payment. Columbia personnel reviewed his payment history on the account and the reason for the termination. At the conclusion of this discussion Mr. [redacted] paid the unpaid balance and all necessary reconnection charges to have the gas service restored.While scheduling the reconnection order, the Company initially scheduled the order for Friday, October 7, 2016. When Mr. [redacted] was not pleased with having to wait the additional days to have the order worked, the Company offered to work the order sooner, if Mr. [redacted] was willing to pay a priority fee of $87.00---which he agreed to pay. The order was re-scheduled for Thursday, October 6th, 2016.After carefully reviewing Mr. [redacted] circumstances, the Company will apply, as a one time courtesy, the $87.00 priority service fee paid, to his utility service account.It is important to note that all charges and fees requested by Columbia were made in accordance with the Company’s tariff and approved by the Virginia State Corporation Commission (SCC).Please let me know if you have any further questions or concerns.

Thank you for contacting Columbia Gas of Virginia regarding the concerns of [redacted] experience with Columbia Gas of Virginia.  It is...

always our goal to ensure the best possible service to our customers, and we take any complaints we receive seriously. On August 9, 2016, Columbia issued a bill for $23.82 (5 therms), which resulted in an account balance of $79.67, including the past due amount of $55.85. On September 9, 2016, Columbia issued a bill for $23.21 (4 therms), which resulted in an account balance of $102.88, including the past due amount. This bill also included a termination notice for a non-payment of $79.67 past due, with a scheduled termination date of September 22, 2016. That bill and termination notice are attached.
Columbia followed the process outlined it the Virginia State Corporation Commission approved tariff. Tariff sheets 417 and 462 are attached for your reference. As you will see on Sheet 417, the Columbia has agreed to reconnect service for a customer by the end of the third business day after the customer contacts the company and requests reconnection (based on the current time of year). Also, on the Commission approved Sheet 462, the $87 reconnection charge is stated.
At any time, customers can visit our website and see our tariff and rates, found at [redacted]
Additionally, Columbia thanks Ms. [redacted] for the suggestion and we will be reviewing the possibility of placing those components on the termination notice within the customer bill in the coming weeks.

Dear [redacted], Thank you for contacting Columbia Gas of Virginia with
regard to the concerns of [redacted]. It is always our goal to ensure
the best possible service to our customers, and we take seriously any
complaints we receive. Our investigation revealed the call...

center
representative did in fact advise the customer of a $296 security deposit
being required, with $100 paid up front. The call center representative advised
Ms. [redacted] th.at the remaining $196 would be billed in two installments of $98
each, on the customer's first two utility service bills. The call center representative
did not, however, advise the customer of the tariff approved $46 fee. While the Uiitiation fee is a tariff approved rate, we value our customers
and want to be as transparent as possible wich the fees and charges we bill our
customers. We are taking steps to ensure that all new customers are advised
ofthis fee in the future. To date, Ms. [redacted] has paid an additional $72
towards the $196 balance of the required deposit. As a gesture of good faith,
we will waive the remaining $124 balance of the deposit. We encourage Ms.
[redacted] to enroll in the Budget Payment Plan by calling us at [redacted] The Budget Payment Plan is a free service designed to help reduce the
fluctuations in gas bills by spreading the costs more evenly over a longer
period of time. Additionally, we offer various payment options available to our
customers such as Checkfree, on line payment, and Bill Matrix. Please visit our
website at [redacted] for more information. Should you have
questions or require additional information please do not hesitate to contact
me. Sincerely,
[redacted]

Re: Revdex.com Case [redacted] Dear [redacted], Thank you for contacting Columbia Gas of Virginia with regard to the concerns of [redacted]. It is always our goal to ensure the best possible service to our customers, and we take seriously any complaints we receive. We have investigated...

the matter and concluded that gas service at 931 Wills Rd. was shut off due to a gas leak in the fuel line. A site inspection was performed after the customer reported that repairs had been made and the gas service was restored on January 21. We apologize for any inconvenience Mr. [redacted] experienced as a result of this incident. We will continue to work to regain her confidence by continuing to deliver safe, reliable natural gas service. Should you have questions or require additional information please do not hesitate to contact me. Sincerely, Columbia Gas of Virginia

Our gas was shut off months ago for "non-payment". I paid what we owed in full (153.33). Then I called to see what I had to do to get the gas turned back on. I explained to more than 1 person that I was out of work and we were struggling financially. It was starting to get cold, and we had been without heat, hot water, and the use of our gas stove/oven for months. You would think they would be willing to work with us and our unique circumstances. The only thing they would do is bill us for the security deposit they were now requiring ($268) instead of making us pay any of that up front. I reluctantly agreed to go ahead and have it turned back on and to pay the deposit in 3 installments. Then the supervisor I was speaking with says they could get it turned back on 11/21 (it is 11/16). I laughed and told her how damn ridiculous and awful this company is. She then said she could have someone come out tomorrow (11/17) between 8am and 430pm (awful awful people) and if I wasn't home when the tech got here, they would charge me another $87 to have someone come back out.
THIS IS A MONOPOLY!!!!! How is this ok? I have never EVER dealt with a company that treats their customers like this. Even the electric company here - also a monopoly - works with us to make sure we keep our service and to make sure we can pay for our service. They're stealing $268 for a year and we get it back ONLY if we make all our payments on time for 12 months. I don't know how these people sleep at night. I work with children with autism and my husband teaches high school...we make very little money serving the people in our community, and this is the thanks we get? KARMA's a [redacted].

Thank you for contacting Columbia Gas of Virginia with regard to the concerns of [redacted].  It is always our goal to ensure the best possible service to our customers, and we take any complaints we receive seriously.After a review of the timeline of events, here is a brief summary of...

what occurred when.On 11/7, the following occurred:A Columbia Gas representative attempted to call Mr. [redacted] to notify him of an inspection that would occur on 11/11 to verify if an excess flow valve (EFV) was installed. An EFV is an additional safety measure to protect the property from unsafe conditions if excess pressure exists.Since we were unable to get in touch with Mr. [redacted], an email was sent to the email address on record, asking the customer to contact Columbia Gas.Mrs. [redacted] called the Columbia Gas customer contact center in reference to the email and a contact center agent advised Mrs. [redacted] that an inspection would take place on 11/11 to determine in an EFV was installed, which would require a temporary disconnection of natural gas service.On 11/11, the following occurred:A Columbia Gas field representative performed the inspection and determined that no EFV was currently installed.When attempting to restore gas service to the appliances, the field representative was not able to relight the furnace due to improper operation of the fan in the operations cycle. Natural gas service was restored to the service address and the water heater was relit.On 11/17, the following occurred:Columbia Gas field representatives installed the EFV.When performing a safety check before restoring gas service, the field representatives determined that the furnace was unsafe, due to improper venting. The representatives explained to Mrs. [redacted] that only one appliance (water heater or the furnace) could be turned on, due to the improper venting. Mrs. [redacted] agreed that the water heater would be the appliance to be turned on, and the furnace was red tagged, meaning repairs need to be made before gas service can be restored to that appliance. The National Fuel Gas Code (NFPA) 54 Section 12.11.4.2 states the following: “Where two or more vent connectors enter a common vent, chimney flue, or single-wall metal pipe, the smaller connector shall enter at the highest level consistent with the available headroom or clearance to combustible material.” Once repairs are made in accordance with this code, and the furnace fan is made operational, Mr. [redacted] contractor can relight the furnace in accordance with manufacturer’s instructions. If Mr. [redacted] would prefer that Columbia Gas relight his appliance, we will gladly do so, at no cost to him.Please let me know if you have any questions or concerns.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

Thank you for contacting Columbia Gas of Virginia regarding the concerns of [redacted] experience with Columbia Gas of Virginia.  It is always our goal to ensure the best possible service to our customers, and we take any complaints we receive seriously. Below is a timeline of what has...

transpired. On [redacted] called Columbia Gas to request to have service established in his name at [redacted]. We scheduled a connection order for [redacted] between the hours of [redacted], which [redacted] agreed to. The call center representative used this exact scripting: "[redacted], I have placed your order for [redacted] and we will be out on [redacted] between the hours of [redacted]. You will be required to pay an initiation fee of [redacted], which will show up on your first bill. Since the gas service is not on, someone will have to be at the premises to allow access to your appliance shut-off valves. You have to secure the service of a qualified heating contractor or plumber to light and inspect your gas equipment. Whomever you choose to provide this service, Columbia Gas recommends that all applicable national, state and local codes including ANSI Z223.1 are followed. In addition to this, I must advise you that if we are unable to gain access to the premises, there will be a [redacted] return trip fee for each additional trip. If there are animals on the property they must be secured in an area away from where our technician will be working, otherwise, our technician will be advised not to enter the premise." The call center representative asked if this was ok, and [redacted] agreed.    On [redacted], Columbia Gas technician arrived on site at [redacted] and turned on gas service.  The technician noted on his completed order that he advised the customer that pilots would need to be lit by a qualified heating contractor or plumber.   We have had no further contact from the customer since the tech turned the service on.  The customer did not dispute the fact that he was responsible for having pilot lights lit by a contractor at the time of service request, nor did he ask for Columbia Gas to perform that service.  I apologize for the inconvenience and misunderstanding resulting in this situation. If [redacted] chooses for Columbia Gas to light the pilots, there is an [redacted] fee that we are unfortunately unable to waive, due to being a regulated company. Please let me know if you have any questions or concerns. Sincerely, [redacted] [redacted]

Dear [redacted],
Thank you for contacting Columbia Gas of Virginia with regard to the above-listed matter. Our goal is to provide our customers with quality service.
As a courtesy, we will remove the $55 pilot relighting fee.
It is our sincerest hope to have...

satisfied the concerns of [redacted]. We will continue to work to regain her confidence by continuing to deliver safe, reliable natural gas service.
Sincerely,
[redacted]

Thank you for contacting Columbia Gas of Virginia regarding the concerns of Ms. [redacted]’ experience with Columbia Gas of Virginia.  It is always our goal to ensure the best possible service to our customers, and we take any complaints we receive seriously. Beginning with her January...

2017 bill, Ms. [redacted] kept a balance that ran a month behind. Below is an accounting of her balances. Ms. [redacted]’ balance is currently a credit of $90, since Columbia Gas credited her account for $90 for the fee collected to light the pilot lights, as a courtesy to Ms. [redacted]. Typically, as outlined in the tariff approved by the [redacted], when a customer is disconnected due to non-payment of utility bills, the charges for reconnection are as follows: Reconnection of service - $82 Deposit – not to exceed equivalent of the customer’s estimated liability for two highest months’ usage Pilot Relight – $90 (If requested) Overdue balance Priority Service - $90 (If customer wants reconnect with priority timing)   Ms. [redacted]’ natural gas service was restored on May 19.   Please let me know if you have any questions or concerns. Sincerely, Kristine J[redacted] Manager – Communications & Community Relations

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Revdex.com spoke with the consumer and he stated that his account has not be credited the credit amount.
Regards,[redacted]

Thank you for contacting Columbia Gas of Virginia with regard to the concerns of [redacted].  It is always our goal to ensure the best possible service to our customers, and we take any complaints we receive seriously.After a review of the timeline of events, here is a brief...

summary of what occurred when.On 11/7, the following occurred:A Columbia Gas representative attempted to call Mr. [redacted] to notify him of an inspection that would occur on 11/11 to verify if an excess flow valve (EFV) was installed. An EFV is an additional safety measure to protect the property from unsafe conditions if excess pressure exists.Since we were unable to get in touch with Mr. [redacted], an email was sent to the email address on record, asking the customer to contact Columbia Gas.Mrs. [redacted] called the Columbia Gas customer contact center in reference to the email and a contact center agent advised Mrs. [redacted] that an inspection would take place on 11/11 to determine in an EFV was installed, which would require a temporary disconnection of natural gas service.On 11/11, the following occurred:A Columbia Gas field representative performed the inspection and determined that no EFV was currently installed.When attempting to restore gas service to the appliances, the field representative was not able to relight the furnace due to improper operation of the fan in the operations cycle. Natural gas service was restored to the service address and the water heater was relit.On 11/17, the following occurred:Columbia Gas field representatives installed the EFV.When performing a safety check before restoring gas service, the field representatives determined that the furnace was unsafe, due to improper venting. The representatives explained to Mrs. [redacted] that only one appliance (water heater or the furnace) could be turned on, due to the improper venting. Mrs. [redacted] agreed that the water heater would be the appliance to be turned on, and the furnace was red tagged, meaning repairs need to be made before gas service can be restored to that appliance. The National Fuel Gas Code (NFPA) 54 Section 12.11.4.2 states the following: “Where two or more vent connectors enter a common vent, chimney flue, or single-wall metal pipe, the smaller connector shall enter at the highest level consistent with the available headroom or clearance to combustible material.” Once repairs are made in accordance with this code, and the furnace fan is made operational, Mr. [redacted] contractor can relight the furnace in accordance with manufacturer’s instructions. If Mr. [redacted] would prefer that Columbia Gas relight his appliance, we will gladly do so, at no cost to him.Please let me know if you have any questions or concerns.

Thnak you for contacting Columbia Gas of Virginia regarding the above-listed matter.  It is always our goal to provide the best service to our customers, and we take seriously any complaints we receive.  We have invesitigated Mr. [redacted] concern over a service termination.  [redacted]...

account history is such were there were atleast two late payments in 2014.  A notice of gas service termination was mailed to [redacted] on November 17th.  We attempted to reach [redacted] several times however our calls were not returned.  [redacted] gas service was shut off for non-payment on December 3rd.  When a termination occurs, a security deposit and reconnect fee is requested from the customer.  In addition to the security deposit and reconnection fee, there are other fees associated with reconnection such as an optional $85 priority fee to restore services the next business day.  These, along with other fees are outlines in our tariff which is approved by the [redacted] and can be found at [redacted].As a one-time courtesy, we are waiving the remaining security deposit balance of $598. It is our sincerest hope to have satisfied the concerns of [redacted]. Should you have questions or require additional information please do not hesitate to contact me. Sincerely, [redacted]

Dear [redacted],
Thank you for contacting Columbia Gas of Virginia with regards to the above- listed matter. It is always our goal to ensure the best possible service to our customers, and we take seriously any complaints we receive.
We have investigated the matter and...

determined the customer contact center personnel followed all appropriate procedures with regard to a request for gas service connection on July 10.
As a one- time courtesy, we will waive the return trip fee in the amount of $85.
It is our sincerest hope to have satisfied the concerns of [redacted]. Should you have questions or require additional information please do not hesitate to contact me.
Sincerely,
[redacted]
Columbia Gas of Virginia

Dear [redacted],
Thank you for contacting Columbia Gas of Virginia with regard to the above listed matter. It is always our goal to ensure the best possible service to our customers, and we take seriously any complaints we receive.
As a result of our investigation, we...

found that the security deposit has been paid. There is a balance on the account of $291.68. As a courtesy, we are able to offer a three month payment plan with the first payment of $97.23 due February 4th. There will be two additional payments of $97.23 each due in the next couple of months in addition to his current usage. 
We encourage [redacted] to enroll in the Budget Payment Plan by calling us at [redacted]. The Budget Payment Plan is a free service designed to help reduce the fluctuations in gas bills by spreading the costs more evenly over a longer period of time. Additionally, we offer various payment options available to our customers such as [redacted], on line payment, and [redacted]. Please visit our website for more information. 
Should you have questions or require additional information please do not hesitate to contact me. 
Sincerely,
[redacted]
Columbia Gas of Virginia

Thank you Columbia  gas has adjusted my deposit and fixed the problem. I am satisfied with the outcome.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Sadly, it's clear Columbia Gas is a company with policy as crooked as they come. They currently have OVER 900 complaints against them for customers I'd say that speaks for itself. 
Clearly dates arent something they keep either.. the gas was shut off on 7/14 and was paid on 7/15.. yet Columbia Gas would not schedule a reconnection until 7/18/2016.. we were told the tech would arrive between 8-4..... THE TECH NEVER SHOWED!!!! The plumber sat and waited for Columbia Gas until AFTER 6:00PM.. Columbia Gas also has NEVER ONCE contacted me.. they didn't contact me even when the guy was TWO AND A HALF HOURS LATE!!!! I got charged by the plumber that was here to light the pilot light who wasn't able to because Columbia GAS showed up over two hours late.. THIS IS NOT MY FAULT BUT THEIR FAULT!!!! 
The guy came out finally refused to hook up.. the issues were fixed immediately.. we called again and scheduled reconnect and we're TOLD BY COLUMBIA GAS REPRESENTATIVE IN A RECORDED CONVERSATION THE TECH WOULD CALL FROM A 1800 NUMBER PRIOR TO ARRIVAL... NO TECH EVER CALLED FROM A 1800 HE CALLED FROM A CELL PHONE.. I contacted columbia gas 4 minutes after getting his message and was told you missed his call it will have to be rescheduled... by columbia gas standards the customer can wait on them for HOURS WITH NO COMMUNICATION BUT SOMEHOW THEIR TIME IS PRIZED!! BULL!! Best part I was told later that it's AGAINST COLUMBIA GAS POLICY TO CONTACT A CUSTOMER FROM THE PERSONAL CELL PHONE (ALSO RECORDED).
I did file a complaint with the SCC whom was told by Columbia Gas that their tech showed up and no one answered which was false as this home is also a business.. the ONLY REASON the gas FINALLY got turned back on after EIGHT DAYS was because the REPRESENTATIVE WAS APPALLED THAT WITH 5 CHILDREN IN THE HOME ONE OF WHICH IS DISABLED THAT COLUMBIA GAS WOULD BE SO CRAPPY!!!! SHE CALLED THE LOCAL SUPERVISOR HERSELF TO ARRANGE RECONNECT FOR THAT DAY... WHICH HAD NOTHING TO DO WITH ANYONE ELSE AT COLUMBIA GAS BUT HER!!!!! 
After columbia gas and all their lies I think I know have a strong case to build on and a phone record to boot!! With alot of recorded conversations. I'm finally going to an attorney. 
Regards,
[redacted]