Columbia Gas of Virginia, Inc.

Review: My life issues really do not have anything to do with Columbia Gas but I'm 55 I'd hate to think that with elderly those 62 or over would have to deal with this issue in the manner that I'm experiencing today. I had to be working and going back and forth to NYC for my mom 84 with cancer and 82 yr old caring for her . I totally forgot to pay my bill or make arrangements to pay it . I left for a 4.5 hr drive came back 2 days later and of course the service man had left a not on my door . At this point I'm arriving at 7 and all I could do was wait until the next day to pay bill at 7am. I was asking for a time I would be home to await connection . The purpose was so I can drive my father 2 hr trek to handle her remains locally . I got Thursday 5/19. Great but then I'm hoping they are going to make it here before maintenance leaves to lite piolt light . I've called twice only to say they are coming . It is presently 3:30 . With one he until they get off and 30 min before maintenance leaves if not sooner . I'm leaving in the morning to drive for another 2 hrs to look at a viewing service . I'm thinking I can't leave because I need to pick up my dress before they close and last min stuff with 82 yr old . I paid a second deposit a ne a connect charge . I've lived up to my financial agreement but Im wondering has the service man lived up to his responsibility to the client you serve ? True pay you bill but for it to take all day . I'm stressed out emotionally over my loss and tired from the travels that it's weighing on me today . I have no band with for this or is this length of time to do one thing. No I'm not the only customer but thank God I did not do the hospice care hereDesired Settlement: I'm not sure but what I want is the company to randomly have a call out to customer to establish a time out for service or some assurance that we as customers are going to be serviced . I have stayed by this door listened for any signs that they are coming. It did not take that long to turn it off.

Business

Response:

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 the customer contact center personnel followed all appropriate procedures with regard to a service termination on May 16. When Ms. [redacted] called in to restore her gas service on May 18, she was offered a 30-minute call ahead time in which she declined. We apologize for any inconvenience Ms. [redacted] has experienced as a result of this matter.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 a 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,

Review: As a customer for almost 9 years I was shocked and angered that Columbia Gas turned off our the gas to our house after we mistakenly missed ONE payment. I came home late yesterday (Thursday) to find a piece of paper in the front door. My husband called Columbia this morning and the earliest that a technician can come to our house is the following TUESDAY. After expressing our frustration, the phone operator told us for an additional $87 (that's in addition to the $87 that we have to pay to have the technician turn on the gas, as stated in the letter) that someone could come out on Monday. You mean to tell me that they have someone that can come out on Monday but they want us to pay extra, even though Monday is 3 days from now?? I don't know if it's because Columbia Gas is the only gas provider that serves our area or if they are seriously low on technicians, but I'm not an it to know that is price gouging the customer. Not even a mortgage company would kick out a home owner for missing one payment. What really infuriates me is that in no way did Columbia Gas try to contact us (phone, email, or letter) warning us that they would turn off the gas line to our house. Again, I find that the way this company operates as unacceptable and if I had another company to choose for our gas then I would certainly change. What a racket.Desired Settlement: I would like them to come out today to turn the gas back on without charging us the additional $87. We accept that it was our oversight with missing the paymen (and we have no issue paying the initial fee), but to have to wait 4 days to have someone turn it back on is ridiculous.

Review: I setup a payment agreement with CG, the initial payment was due on 8-14. I made the payment around 8:30 am. I called CG to report the payment when a tech came to the door to shut the gas off. As I was speaking to the rep, he stated the agreement was no longer valid since the payment was made on the 14th. I was told by a supervisor the payment had to made prior to the 14, my statement to her was the agreement says due date is 8-14. Therefore I had to pay the entire bill so the gas wouldn't be turned off but the technician turned the gas off while I was in process of making the payment. As a result of his actions I had to pay an additional $85 for them to reconnect the service. Since he left I had to set a date for a tech to turn the service on, the scheduled date was Tues 8-18, they wouldn't have the tech return the same day. I explained to them there is a disabled child in the household, but that didn't matter even though the account was paid in full. Later on that day they came and took the meter, saying they received a call an unauthorized person was tampering with the meter and they would return it on Monday or Tuesday. I called on Monday 8-17, to find out exactly when the service would be turned on. I was told the Tuesday date I was previously given was not in the system and I would have to schedule another day, which now it is Wednesday. This is an extra day for an account that is fully paid and because of an inconsiderate technician. One of the main issues with utility companies is there is only one that service an area, a consumer doesn't have the right to choose when they receive unsatisfactory service.Desired Settlement: If anything can be done to turn my service on earlier. There also be something to have more than one company that can provide services. I have a chose of who my cable or telephone provider, so why not my utilities.

Business

Response:

Dear [redacted],Thank you for contacting Columbia Gas of Virginia with regard to the concerns of Ms. [redacted]. It is alwaysour 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] about her recent gas service termination due to non-payment.When a termination occurs, a security deposit and reconnect fee is requested from the customer. The securitydeposit is determined by the two highest winter bills usage from the previous year. These processes, along withother fees, are outlined in our tariff which is approved by the [redacted] and can befound at [redacted]We encourage Ms. [redacted] to enroll in the Budget Payment Plan by calling us at [redacted]. The BudgetPayment Plan is a free service designed to help reduce the fluctuations in gas bills by spreading the costs moreevenly over a longer period of time. Additionally, we offer various payment options available to our customerssuch as Checkfree, on line payment, and Bill Matrix. Please visit our website at [redacted] formore information.Should you have questions or require additional information please do not hesitate to contact me.Sincerely,

Review: I called the local office on 15 July to request reimbursement of $560 (estimate) overpayment. I was advised a check would be put in the mail immediately. The same evening, perhaps coincidentally, my gas was turned off because of "work in the back yard." Initially, the rep appeared hesitant to send someone the same evening. However, eventually agreed. At 0730 the next morning, I got a call from the rep who promised the immediate refund, advising the check could not be mailed until after the next billing cycle. I spoke to a manager who, presented as unsympathetic, and advised she could not resolve the issue. She said the check would not be sent until 23 July. As of today, 27 July, I have yet to receive a check even though I notified this company that I had been overpaying for more than one yearDesired Settlement: Immediate refund

Business

Response:

August 8, 2013

Revdex.com [redacted]

Dear [redacted],

Thank you for contacting Columbia Gas of Virginia regarding the above-listed matter. It is always our goal to provide the best possible service to our customers, and we take seriously any complaints we receive.

As a result of our investigation, we found that [redacted] has a credit on her account of [redacted]. The check was mailed on August 1. It is out greatest hope that we have satisfied the concerns of [redacted] Should you have questions of require additional information please do not hesitate to contact me.

Sincerely,

Columbia Gas of Virginia

Review: Columbia gas cut my service off for non payment a few months ago. My mother lived with me who had terminal cancer and I advised them that I needed my service restored immediately. They charged $85 to restore but took 2 days to do so and then failed to light the pilot light. When I called back they said they would charge an additional $75 to come back to light it the next day. Fast forward a little....my mother passed away on April 3, 2014. When the next bill came I was unable to pay and they shut me off again. I was not working full time. I let the gas remain off in my home until now (Oct. 2014). I called to ask to have my services turned back on now that I am working full time and able to pay the past due bill. They told me $341. I said "ok". Customer service then places me on hold and returns to the phone and says "Ma'am, since you didn't pay your bill, the fee will now be $641 to include a partial deposit of $600. I asked Why? The rep stated "because your service was turned off and you didn't pay your bill, so we reserve the right to implement a deposit to restore service Ma'am". I then asked, well WHO determines what that amount is Ma'am? Her reply was only well that's what the rule is. I then explained to her that my mother's name was also on the account and how was they to collect from her in the grave? I explained to this RUDE customer service rep that those figures are totally OUTRAGEOUS and I need to see where on any bill does it state they can charge me $600 deposit on a $300 bill? She then says well you can go to Dept. of Social Services and tells me to get energy assistance or visit a catholic charity for assistance because they can't lower the charges. I asked to speak to a Supervisor to which I was told the supervisor would tell me the same thing. I said well let them tell me then. Fast forward again......I get a call today 10/8/14 from someone who only identified herself as a "Supervisor" and how could she help me. I explain this whole scenario to her and she says to me "well ma'am we can't help you" "We can refer you to outside organizations for assistance in helping you pay your bill". I tell this RUDE SUPERVISOR that I make enough money to pay my own bills NOW! I don't qualify for any assistance and I am trying to rectify this bill so I can have heat in my home. This RUDE SUPERVISOR again says to me "well ma'am it's a lot of help for the working PEOPLE out there".....Mind you, she doesn't even KNOW my financial situation or how much income I make. She is ASSUMING I am in need of assistance from welfare. I tell this SUPERVISOR again why would I seek outside assistance when (1) I already KNOW I don't qualify and (2) I am trying to PAY IT MYSELF RIGHT NOW! But you are telling me you can't offer me a lower deposit amount OR explain to me HOW you arrived at THIS figure of $600. She kept saying "well ma'am, we can get you to our referral department and they can provide information on obtaining assistance from an outside source such as catholic charities". I was stunned and totally ticked off at this time. I politely said to her "NO! but what I WILL do is file every complaint against this company that is robbing people daily as I can. I have read NUMEROUS complaints against Columbia Gas of Va on the Consumer Complaint Website and NONE of them are much different than mine.Desired Settlement: Remove the $600 deposit that they are "SAYING" I have to pay. (which I have no such itemized or fine print of) and adjust my bill due to the fact that my mother passed away in April 2014 and her name was also on the account.

Business

Response:

Dear [redacted],

Thank you for contacting Columbia Gas of Virginia with

regards 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.

We have investigated [redacted] concerns about a recent gas

service termination. When a termination occurs, a security deposit and

reconnect fee is requested from the customer. The security deposit is

determined by averaging the two highest winter bills from the previous year.

These processes, along with other fees, are outlined in our tariff which is

approved by the [redacted] and can be found at [redacted]. As a

courtesy, we have waived the $611 security deposit.

We apologize for any inconvenience [redacted] experienced as a

result of this matter and hope to have resolved her concerns.

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 Checkfree, on line payment, and Bill Matrix. Please visit our website at

[redacted] for more information.

Should you have any questions or require additional information

please do not hesitate to contact me.

Sincerely,

Consumer

Response:

[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.]

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,

Review: I put a request with Columbia gas to start service at my new place. At that time, they told me that they need to have access to the house to turn the service on. Then on the day of appointment, the technician came to the house and asked me for Fireplace (FP) Gas Value key which I did not have it. I am not sure why he needed that, and most importantly they did not tell me upfront that it is needed. Since I did not had the key, technician left the house without turning-on the Gas service. Again, they did not tell me before (at the time of scheduling appointment) that it is needed. It is a new house to me and I am requesting Columbia gas service first time so I did not know what all is needed.Then later that day, I got the FP key and called Columbia gas to turn-on the service on same day because the next regular appointment was several days after that day and we cannot leave in the house without the Gas on. Now they charged me $85 extra service fee for this. In my view if the FP Gas value key is needed then they should have told me upfront so I would have got that. It is unfair to charge $85 for me. Utility providers shouldn't have monopoly. I have used Wash Gas and other services and never had such issues. The customer support people at Columbia gas I called to get this resolved do not understand the issue and not courteous and not ready for any resolution either.Desired Settlement: Should take out $85 service fee because they did not tell me upfront what all they need from me. and they should not treat new customer such mannner.

Business

Response:

[redacted]

Revdex.com of Central Virginia

720 Moorefield Park Dr., Ste. 300

Richmond, VA 23236

Re: Revdex.com Case #[redacted]

Dear [redacted],

Thank you for contacting Columbia Gas of Virginia regarding the above-listed matter. It is always our goal to provide the best possible service to our customers, and we take seriously and complaints we receive. As a one-time courtesy, we will waive the [redacted] return trip charge. It is our greatest hope that we have satisfied the concerns of M[redacted]. Should you have questions or require additional information please do not hesitate to contact me.

Sincerely,

Columbia Gas of Virginia

Review: A message was left on my voice mail last Thursday from Columbia Gas and with work and other issues arising I forgot to return the call. Today the came to my house to disconnect my services. My son was present and was told he had the option to pay for the services; however he only had cash on him and not a credit card or check. He also needed assess to my account. While on the phone with my son I contacted Columbia Gas made the required payment of $106.60 and my services was still disconnected. The man left before receiving the confirmation number which took approximately 5 – 7 min. Now I am being told that I have to pay a security deposit of $800 plus reconnection fee $75.00. Any assistance is greatly appreciated. My cell number is [redacted] and address is [redacted].Desired Settlement: waive the fees.

Business

Response:

Re: [redacted]

Dear [redacted],

Thank you for contacting Columbia Gas of Virginia regarding the above-listed matter. It is always our goal to provide the best possible service to our customers, and we take seriously any complaints we receive.

We have investigated [redacted] concerns over a service termination on September 18th • We have completed the matter and concluded that the customer contact center personnel followed all appropriate procedures. [redacted] gas service was shut off for non-payment on September 18th , 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 service the next business day. These, along with other fees, are outlined in our tariff which is approved by the [redacted] and can be found at [redacted].

Should you have questions or require additional information please do not hesitate to contact me at [redacted], [redacted] Columbia Gas of Virginia

Review: I have been a customer at the same address for over 2 decades and have not had issues in the past with service or billing. I have noticed a dramatic change recently in the business practices of this company with deceptive billing.

I have a used a bank auto biller to pay this account for many years and that should work like all the other utilities.

This Gas company randomly stops the automatic billing from reaching my bank and then quickly acts to shut off service in order to get a reconnect fee that exceeds the actual bill due. Currently they did a cut off on Thursday evening and and when I called on Thursday evening they could not take payment and told me to call back on Friday.

On Friday morning I paid bill and was told the policy was next business day Monday and I have no heat in the winter over the weekend.Desired Settlement: I would like a explanation for many of the issues I have described.

Why are you stopping my bank from Auto paying this bill?

Why are you doing disconnects of Thursday when company policy guarantees a unheated home for a full weekend in the winter.

Business

Response:

Dear [redacted], Thank you for contacting Columbia Gas of Virginia regarding the concerns of Mr. [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 Mr. [redacted] with regard to his direct bill account. Our investigation revealed that a paper bill was sent to Mr. [redacted] along with email notification because the bill included a service ten:nination notice for nonpayment of $186.02 and indicated a termination date of February 18. Because we did not receive payment, Mr. [redacted]'s gas service was terminated on February 25. 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 a.re other fees associated with reconnection such as an optional $87 priority fee to restore service the next business day. These, along with other fees, are outlined in our tariff which is approved by the VA State Corporation Commission and can be found at www.columbiagasva.com. Mr. Tb.omas's gas service was restored on February 26. As a courtesy we have waived the $87 priority fee. We apologize for the difficulty Mr. [redacted] experienced as a result of this incident. We will continue to work to regain his confidence by continuing to deliver safe, reliable natural gas service. Sincerely, Michelle C[redacted] Columbia Gas of Virginia

Review: We were not properly informed of the following and had no input into the installation of this "protective" device. Very poor customer service and follow up. Worker failed to appropriately identify himself and the reason for his presence. Follow up phone discussion was equally disappointing with Colombia gas employee stonewalling and refusing to give me her name or the name of a supervisor I could speak with. Basically they defaced my property without my permission or input. Please read the following:

PUBLICpublished review 7/15/15

First of all, a Columbia Gas worker showed up in his truck this morning and proceeded to sit in my driveway for an hour or smoking cigarettes.When I finally came out to investigate, he said he was waiting for his buddy to show up. I ask him what they were going to be doing on my home and he said that they were putting in a pipe to protect the gas meter and prevent corrosion. His buddy finally showed up and they proceeded to install an ugly metal 3 feet tall pole next to the back entrance of my hous . It is unsightly and poorly placed. They moved all of my potted plants away from the steps and placed their so called "required by law" pole there instead. When I called Columbia Gas to complain I was greeted with rudeness instead of receptiveness by an obviously uninformed individual by the name of "Kim" (she refused to give me her last name). If only there was another option for service. Horrible monopoly of a company.Desired Settlement: Response from person in authority and a copy of law stating I need this unwanted pole defacing my property. Adjustment of pole location if indeed this is a legitimate law. An Apology from unprofessional staff

Business

Response:

Columbia Gas of Virginia is responsible for the safe and reliable delivery of natural gas. As part of this responsibility CGV is obligated to ensure that the changing federal and state regulatory rules and regulations are implemented. These rules and regulations are always being improved to support public safety and how the local natural gas utilities implement these changes. In response to the inquiry of record, CGV has been performing inspections of all customer meter installations and will identify any items requiring addressed to the rules and regulations in place today. CGV identified the need for additional meter protection during our inspection and scheduled the installation of the meter post. As part of the scheduling process a letter was sent to the residence advising of the additional work and the letter has been verified as mailed eight days prior to the work. This also was in advance of the individual utility markings which occurred prior to our work.On the day of the work. CGV personnel discussed the work with an adult child at the residence at with the homeowner. The conversation did not indicate any problems with our installation of the meter protection post.The proceeded and installed the meter protection post in accordance with federal and state rules and regulations around public safety.CGV personnel have contacted the inquirer and are open to discussing further the installation of the meter posts. We are awaiting a response.Should you have further questions please contact us.Sincerely,

Consumer

Response:

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: I am a new customer to Columbia Gas and I haven't had anything but problems since it all started. I called to start service in the beginning of August as I was moving to a place that used gas even after all my friends and family told me not to live in a home that Columbia gas supplies because it is constant problems. Anywho. I started service and the next Wednesday they came and turned on service. The service technician was wonderful he made sure to answer any questions had and walked me through where everything was that I needed to know in case of an emergency. The problems didn't start until I received my first bill in which they charged me an additional 198.00 security deposit. I was confused because the man I spoke with to start service told me word for word that it will be a 100 dollar deposit to start service. I said no problem paid it right then. Never once did he mention that there would be an addition 196.00 deposit! If so I would have paid it right then as I had put money aside for the cost of moving. I am very through and write EVERYTHING down and not once did he mention that or the 46.00 initiation fee that would appear on my first bill. I called to resolve this issue and the First Lady I spoke to about 2 weeks ago was very argumentative and not helpful other than she said they would do a phone review and call back. Still no call so I called and the lady I spoke to this time said they did a phone review and he told me. I asked if I could hear the call and she put me on hold and asked someone and they told her I would have to have the call subpoena. That's outrageous. The way you conduct business is the exact example I use when training my new employees. You do not have any ethical customer service relations at all. It's disappointing. Just because you may be the monopoly to the gas doesn't mean people do not have other options and before long your customers will change from gas to all electric. You need to do better in informing your customers.Desired Settlement: I would like to speak to someone with some authority in the matter because I feel as if I am being wronged. It's unethical and down right disturbing the way you speak to your customers and the way you practice business. The owner of my townhouse who also owns 400 more is in the process of taking everything electric because he says this is a common problem with Columbia Gas of Virginia. I will not be victim to your bad practices of business.

Business

Response:

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]

Review: I had a gas bill that was due 12/20/13. I attempted to pay the outstanding balance of $90 prior to 12/20/13. For some reason it was never processed. It takes a couple days to come out of my bank so by the time I realized no payment had been processed, my gas was cut off on 12/23/13. I understand there are glitches in online systems and this is not really my complaint. My complaint has to do with service after the fact. I paid almost 3 times what I owed to have the service turned back on. I paid it 12/23/13. I was advised by a rude supervisor named [redacted] on 12/24/13 that no one would be able to come cut my gas on until 12/26/13 due to the holiday. I stated they could cut my gas off in one business day and that I paid almost 3 times what I owed (paid $244) to have it turned on and why can't they turn it back on in one business day. She refused to answer. She refused to tell me what the hours would be for the technicians on 12/24/13 as well. However, I later found out that they had technicians restoring service until 5 pm on 12/24/13. They said they put in an order to turn it on and if someone could restore the service on 12/24/13, they would. After waiting all day, no one showed up. I have waited all day long on 12/26/13 and no technician showed up until almost 2pm. I was also advised that the technician would call me 30 minutes prior to arrival so someone could be home because I had to work but would ensure someone was at the house at the technician's arrival. If a technician made 2 attempts to contact me today and no one was home, there would also be an additional $85 charge for no show. The technician called and was at my house in less than 5 minutes. Luckily, my daughter had gone by to check on my dog that was in a freezing house. The technician was alerted to the fact the gas had not been on for FOUR days and to be careful. The technician was shocked that it had been off that long and stated all the services had been restored on 12/24/13 for accounts that were paid up. That means, my house should have had the gas turned on 12/24/13 and not have a home with 2 small children endure 4 days without heat or hot water, especially during the holidays. I have been with this company for over 20 years and have never had the service the provided me this week. Again, I stated they can cut it off within 1 business day of the money being due but take 4 days to turn it back. I make no excuse for my tardiness in payment. I understand online bill pays are not the best reliable payment method. What I do take exception to is the rude supervisor I spoke to at [redacted] and the fact my turn on order appears to have fallen through the cracks. Their apologies do not cut it with me when my home endured 4 days without heat during the Christmas holiday. On top of it all, the technician was awesome, nice, courteous and informed enough to know I was done wrong by his office. I was also advised there was a gas leak at the meter on the side of my house that he stated he fixed. Which means, whoever disconnected my service on 12/23/13 did a poor, sloppy job and could have caused grave danger to my home and the well being of my family. I have requested they send someone out to ensure my family's safety and at their expense as there was no gas leak prior to them disconnecting the service on 12/23/13. I have asked for a speedy response due to the inherent danger of the situation if a gas leak on the outside of my house has not been repaired properly. I would like to know if anyone that paid their account on the same day the service was cut off had to endure 4 days without heat.Desired Settlement: Based on the poor service while disconnecting my gas line causing a gas leak, the lack of response to turning my gas service back on, which should have been done the next day as was clearly indicated to me that services that had been paid should have been turned on 12/24/13 and now the fear of a possible gas leak still being present that could endanger my family's safety, I would like them to credit my account for the additional services I had to pay such as the $131 reconnect fee and a $75 fee to have someone light one pilot light on my water heater.

Consumer

Response:

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

At this time, I have not been contacted by Columbia Gas of Virginia, Inc. regarding complaint ID [redacted].

Regards,

The customer called our office, and she has not been contacted by the business in regards to this complaint.

Business

Response:

Dear [redacted],
Thank you for contacting Columbia Gas of Virginia regarding [redacted] concerns. 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 [redacted] with regard to a service termination. [redacted] gas service was terminated for non-payment on December 23, 2013. 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 service the next business day. These, along with other fees, are outlined in our tariff which is approved by the VA State Corporation Commission and can be found at [redacted]
We also repaired a small gas leak which in no way was related to the restoration of [redacted] gas service.
Again, we apologize for the difficulty [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.

Consumer

Response:

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

The customer emailed our office with concerns that she was billed to days without services provided by the business. She feels that since they prorate the services and do not come out and read the meters she was changed more than she would and wants those 4 days refunded.

Review: There was a gas leak reported by my tenant at [redacted] in Petersburg Va. The gas leak has been fixed for several days. I contacted Columbia gas on January 18 2016 to make an appointment to come check the repairs, the representative told me someone would be out that same day to inspect the repairs. I later received a call from Columbia gas stating they would have to reschedule the inspection for Tuesday January 19 2016. I received a call from Columbia gas stating they would have to reschedule again for Wednesday January 20 2016, I was displeased with the call and called back to speak with a supervisor. I explained the situation and he insured he would have someone come out to do the inspection Tuesday January 19 2016, however no one ever came out. I was told I would receive a phone call 30 minutes ahead to meet the inspector at the property to be inspected. I was told if I missed the call I would lose my turn and have to call for another inspection. I wasted a whole day waiting for a call which I never received. At the end of the day on Tuesday I called to complain and they apologized said I would have to wait until Wednesday January 20 2016, and to wait for the 30 minute call ahead to meet the inspector. I have wasted another whole day awaiting for a call that never seems to happen. I have wasted 2 whole days and Columbia gas has not fulfilled their obligation, in addition the residents that reside at 931 Wills Rd have been without a place to stay for over a week because there is no heat, which has cost me additional monies providing them a place to stay. This is totally unprofessional and inconsiderate of Columbia gas and is unacceptable service.Desired Settlement: It is imperative that Columbia gas come out to 931 Wills rd. Petersburg Va. 23803 immediately to do their inspection so that the gas can be restored for heat for the residents of the above mentioned address.

Business

Response:

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

Unfortunately there is not another option to have gas for your home and you have to use this company if you are living in my area. The customer service representatives are rude, they do not put everything in the computer that was discussed, they try to double charge you fees so KEEP YOUR CONFROMATION NUMBER!!!!! They are very unwilling to assist or help out in any way, hopefully you can get your situation resolved during the business day because if not they cannot do anything on the weekends but tell you to call customer service back at a later time. Honestly the worst utility company I have ever had to use. Despite not receiving any notification of shut off, having the wrong account number on the shut off notification, having a first time issue with this company, they still charged me a $217 security deposit and $75 turn on charge. The gas was shut off sometime Thursday, I paid as soon as I got home $280.99 stating that the notice I received on my door was a quote. I was told that someone was coming out Friday, no one showed up I was able to be home all day due to having the day off of work. Then Saturday comes around, I have my daughter’s birthday party I figured that they said the gas was restored perhaps I just had to light the pilot or something. I call the company Sunday realizing that still no hot water and that someone failed to show up Friday but the payment was made and they told me I had to wait to call customer service during normal business hours. I called first thing Monday. If I wanted someone out today I would have to pay another $85 to have it turned on today if not sometime between 8am and 4:30 pm tomorrow. Wow that is almost a week from when I paid to when I can get my gas turned back on. I received ZERO prior notification despite them telling me they “sent it” and yet we didn’t even have the correct information on the shut off notice. Regardless of being pregnant and in the hospital for food poisoning that week, the first time asking for a monetary break from the company in regards to their outrageous fees and trying to stay calm I still received rude “service” from extremely unhelpful an understanding people. If this was a company I could chose to cancel without hurting my family I 100% would. Good thing for them that they are more of a monopoly or I would take my business somewhere else immediately! Sorry if you live in our area and have to use them.

Review: We missed a payment for our gas service of $96.00. As a result Columbia Gas turned our service off. We called first thing on Friday morning, 8-29-14 around 10 am. and paid the $96.00 past due and a $75.00 reconnection fee. We then called Columbia Gas to report the payment and have our service restored. We were then told that we could not get our service restored until 9-4-14. I asked why I would have to wait an entire week to get my service restored and was told that it is a standard for Columbia Gas to have their customers wait at least 3 days until they will turn the gas back on.

I paid with a Debit Card and the transaction went through immediately. I could not believe that this was the way that Columbia Gas treats their customers. We did not even receive the first cut off notice, so this took us off guard from the beginning. I again asked if I could get it turned back on sooner because of health reason's we need hot water. I was then told if I paid an additional $85.00 I could get it turned on a day earlier 9-3-14. Appalled, I asked to speak to a supervisor. Well as it would turn out the supervisor was not available, so they would have to call me back. I received a return call from a supervisor at 4:30 pm on 8-29-14. The supervisor told me if I paid her an additional $85.00 she could have it restored two day's earlier on 9-2-14. Again, I was appalled, it seems that Columbia Gas has the ability to turn my service back on now, but the personnel on the phone must have quota's to meet. I have now received three different dates that service could be restored, if I paid the additional $85.00. I have already paid the past due amount and the $75.00 reconnection charge, whey should I have to pay an additional $85.00 to get it turned back on sooner than an entire week??????

This is EXTREMLY POOR SERVICE!!!! This needs to be looked into! Columbia Gas should not be preying on the misfortune of their customers to squeeze additional dollars out of their wallet! Do the customer service people at Columbia Gas have sales quota's that they need to meet? Sounds like it to me!Desired Settlement: I would like an apology from Columbia Gas for giving me the run around and working their hardest to squeeze additional dollars out of my wallet. I would like my service restored as soon as possible (8-30-14) as this is a holiday weekend and we don't have Hot Water! I would like a notice in the future that I missed a bill and that my service may be interrupted.

I would like Columbia Gas to change their policies and stop trying their hardest to get extra money from their customers especially ones that are in a tough position already!

Business

Response:

Dear [redacted],

Thank you for contacting Columbia Gas of Virginia regarding

[redacted] concerns. It is always our

goal to ensure the best possible service to our customer, and we take

seriously any complaints we received.

We have investigated the concerns of [redacted] with regards to

a service termination. Our investigations reveals that [redacted] gas service was

shut off for non-payment on August 28th. 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 service the

nest business day. These, alone with other fees, are outlined in our tariff

which is approved by the [redacted] and can be found at

[redacted].

We apologize for the difficulty [redacted] experienced as a

result of this incident. We will continue to work to regain her confidence by

continuing to deliver safe, reliable natural gad service.

Sincerely,

Consumer

Response:

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,

The standard form letter received from Columbia Gas does not satisfy a single concern contained in my original complaint. After my past due bill was paid and the $75 reconnection fee paid on August 29, 2104, 10am, I was quoted an entire week before I could get my service restored. The first service rep I talked with said that it was standard for Columbia Gas to make their customers wait at least three business days to get service restored. Why am I being punished in the first place by making me wait at least three days, this was 4 days business days that I was being made to wait, unless I paid the $85 RANSOM they were demanding?

So the first service rep said they would restore my service on 9-4-14 unless I paid her an additional $85 and then they would do it on 9-3-14. This clearly was not the next day as outlined in the form letter that we receive in response to my complaint with the Revdex.com.

Appalled by this still taking 3 business days, I requested to talk with a[redacted]. Upon hearing from a manager at 4:30pm on 8-29-14, I was then told that this manager could move it up one day 9-2-14 if I paid her the $85 RANSOM! No I have been quoted two different days to turn my service back on if I paid this $85 fee. This entire process was about this $85 fee, clearly there is an incentive for the service reps to collect this $85 fee!

Here are the issues with the service Columbia Gas provides:

Why is it standard that Columbia Gas's customers have to wait a minimum of 3 day's?

Why was I quoted that they could turn my gas back on a day earlier than the 3 business day's quoted for $85 if the $85 fee is to turn the gas on the next business day? I was told that for $85 they would turn it on after 2 business days!

Why did I have to get the run around and have a manager call me back 6 1/2 hours later after my original conversation and paying of my bill to get an offer to turn it on the next business day?

If I would have taken that original offer to pay Columbia Gas $85 that would not have met the non-sense outlined in the form letter received in response to my original complaint! The $85 is to turn service on the next business day and I was originally quoted 2 days if I paid this fee!!!!

CG is clearly working the system to gather additional $$ from their customers. This is completely unfair to all their customers that have there service shut off or any reason at all!

Lastly, after taking the day off to wait for the technician to restore my services. They did not show up until 2:30 in the afternoon on 9-4.

CG IS MAKING ABSOLUTLY NO EFFORT AT ALL TO RESTORE SERVICES IN A TIMELY MANNER UNLESS THIS $85 FEE IS PAID. The entire process from start to finish was to gather an additional $85 from ME!!!

THE FORM LETTER RECEIVED SATISFIES NO PART OF MY COMPLAINT AND CG SHOULD BE ASHAMED!!!!!!!

There should be some sort of fine that CG should have to pay for working their hardest to squeeze an additional $85 out of my pocket to turn my service back on in two business day's vice the next day in that stupid impersonal form letter I receive in response to my original complaint outlines!!!!

I am not opposed to get the local media involved in this and have them investigate what is going on at CG as all dates and times are clearly documented in this complaint!!!!

Review: First of all this company over charged us on a bill. Second, because of that over chargment the bill.got out of hand and they shut it off. they said the reconnecting fee was $75 so I paid it but they.said it wasn't enough. that's false information. if they're not going to turn the gas back on then I want my $75 backDesired Settlement: I just want the gas back on and if I can't get that then I want my $75 cash refunded

Business

Response:

June 6, 2013

VERY MONEY HUNGRY COMPANY!!! BE AWARE!!!
THEY CHARGE YOU TO NOT HAVE A SERVICE DONE.
The company charges a deposit up front- that you can receive back if you pay your bills on time for a year. Mine was $100.
They also charge a fee of $75.00 to have a tech light the pilots and inspect the premises.
Both of these things are understandable- however, if you choose to NOT have a technician light the pilots and inspect the home they charge you $46.00.
I asked the customer service representative, "So you charge to have a tech light the pilots and inspect the home but you also charge to have a tech not light the pilots and inspect the home?" The representative simply replied with "Yes." So this company charges you just because they can. I am being charge $46.00 to have them do NOTHING!

Review: Company has charged excessive security deposits and disconnected services when security deposit makes up 80 % of the bill my services was shut off in early September. I paid the bill along with reconnection fee of $75 dollars on September 10,2014, and now on October 1,2014 Columbia shut the gas off again it has not even been 21 days since they last shut off bill and now I am forced to pay another $75 dollar reconnection fee along with the bill and once again the security deposit is over 80% of the bill. I feel Columbia gas is taking advantage and I should be refunded my money back of $150 in reconnection fees paid to Columbia gas in less than 30 days apart. How do a customer get services turned off less than 30 days apart? Then after I pay the fee and bill it takes 3 to 4 days for somebody to come out and turn services back on.Desired Settlement: I wish to be refunded $150 in reconnection fees and pain and suffering fees for my children in which it has been cold in the last few days.

Business

Response:

Dear [redacted],

Thank you for contacting Columbia Gas of Virginia with

regards to the concerns of [redacted]. It is

always out goal to ensure the best possible service to our customer, and we

take seriously any complaints we receive.

We have investigated [redacted] concerns about his recent gas

service termination. Our investigate revealed that [redacted] payment history is

such that his gas service has been terminated four times this year on March 19,

May 15, September 3, and October 1 for nonpayment. Each time a termination

occurs, a security deposit and reconnect fee is requested form the customer. In

addition to the security deposit and reconnection fee, there are other fees

associated with reconnections such as an optional $85 fee to restore service

the next business day. These, along with other fees, are outlined in our tariff

which is approved by the [redacted] and can be found at

[redacted]. The approved tariff sections are [redacted].

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 fluctuation 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.

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,

Consumer

Response:

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.

[the problem with the agreement is that they cut off the gas for small amounts then make me pay more than what was due with security deposite that goes nowhere and alot of extra fees I would like to be credited 150 or 150 in the form of a check I have 2 small children who suffer as well when there is no hot water and when they come cut services off they never knock before doing so to set up arrangements for payment they just cut it off and leave a letter so we never know anything]

Regards,

Review: On January 21, 2014 I called Columbia Gas to advise that my payment would be late and requested an extension until my February pay period of Feb 14. The representative went on to say this would be fine because CG is not in the habit of disconnecting households in the winter and that I would not need to worry that I wouldnt have the extension. Well on Monday 2/3/2014 I returned home in the evening only to find a note in my door that my service has been "SHUT OFF"!! Mind you, to say that the house was freezing at 55 degrees is an understatement. I cook with gas and my heat pump runs gas so I had no recourse here. I also have 2 teen sons that live with me. Needless to say this was very unsettling since in my mind I had the assurance that the service would remain on until I could pay my $105 bill in February. Also because it was late when I arrived home the offices of CG were closed. I had to take the following morning off to find out how to resolve the issue, I was advised that the only thing I could do was to pay the $105 plus $75 to reconnect and a $66 deposit of money that I already didnt have which was the reason for my initial call to extend in the first place. This turned into a stressful all day scramble of borrowing money from friends far & near to settle this crisis since I make too much moeny to have been eligible to receive any sort of immediate assistance, meanwhile my 2 boys face sitting one more night in a frosty house!!!! Any have kids out there? Would you allow services to be shut off if you didnt believe that you had an extension in good faith??? I think not!!!! One unempathetic representative after another, about 5 calls later, each one advising something slightly different from the last. Alas, I had the money, ran to a payment center after taking the rest of the day off mind you, made the payment in good faith, called to advise the payment had been made only to have this representive state that in order for the service to be turned on that day I would have to pay an additional $85 billed to me- WHAT!!!! I had already borrowed the money they conned my out of to get the services turned back on so my kids and I wouldnt freeze to death. After I agreed I ran home to ensure that I did not miss the technician. Relieved I waited. Thank God my kids wouldnt have to freeze and I could get over the embarassment of having this happen to them in the first place.

Realizing that I hadnt showered since I immediately go up to handle this issue I decided to jump in the shower for 5 minutes only to return to my door to find that the technician had already come, left a note on my storm door advising that the appointment had been missed, WHAT!!! Not this crap again!!! I called to advise the rep that the technician obviously did not knock and if he did it was very faint because my house is small and I would have heard the door..she proceeds to tell me that yes they can send him back out but its going to costs another $85!!! Are you kidding me? Then she offers to have the technician call ahead, yet another offer that wasnt suggested which would have totally avoided the first miss. To say that I am so disappointed with this situation is an understatement! Quite frankly I would like to press charges for the distress that was caused during this most stressful day that I have had since May of 2012 when my beloved mother died. Unbelievable that companies actually treat people, real working people this way and get away with it. I want the fees removed from my billing statement. I should not have been charged the reconnect fee or the $170 to have a technician turn on service that took him 2 minutes to restore. This is the unfairest practice I have ever seen! In the midst of the coldest winter season we have seen in years. My prior bill for CG was about $30.Desired Settlement: I want the fees removed from my billing statement. I should not have been charged the reconnect fee of $75 or the $170 to have the technician come to my home after I had paid in good faith what was asked. The company should automatically have a technician scheduled to restore service same day upon receipt/proof of payment, exspecially in the winter months when peoples lives and health are at stake.

Business

Response:

Re: Revdex.com Case [redacted] -[redacted]

Dear [redacted],

Thank you for contacti~Columbia Gas of Vj~inlawith regard to the above-listed mattel". 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 that [redacted] gas service was shut off in June of 2013. After we restored his gas service [redacted] brought to our attention that his flreplace clicker was broken. However the restoration of his service is in no way related to the broken piece of equipment. Our technicians typically check the home tal" any possible safety concerns befOre restoring service..however this would not put any equipment or appliances at risk for damage. [redacted] was advised to contact a plumber/contractor to make any necessal)' repairs. We did attempt to contact him via phone to explain the circumstance however we were unable to get in touch.

Should you have questions or require additional information please do not hesitate to contact me.

Sincerely,

[redacted]

Review: We have religiously paid our gas bill monthly for the past 4 years. This past month our bill unfortunately got lost in the mail, and we miss 1 payment. Columbia Gas turned off our gas, required an activation fee, as well as a deposit for service. We received no warning call or notice for missing our payment. This practice is not only poor in customer services, but is quite unethical. Our house is cold with no cooking gas, heat, or hot water. I am able purchased heaters to take care of my family. I am thinking abou the marginalized elderly people who might be going the same situation.Desired Settlement: An apology from the company and the committment to make policy change to speak to customers before turning off their gas service

Business

Response:

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]

Review: On Dec 23rd, the gas company came out and turned off the gas. Both my wife and I were at work. Until that point, we were unaware that the hot water and heat were gas powered. We had just moved into the house last week and thought we had everything transferred over into our name. Everything else in the house is electric. I didn’t realize the gas was off until I tried to turn the heat on that evening. As soon as I realized the gas was off, I tried to call the gas company (Columbia Gas). The customer service office was closed so, I called the emergency number. When the lady answered, I informed her our heat was off. I also told her that I had three children (to include a 2 years old and a 6 month old baby) in the house and that it was supposed be to below freezing outside that night. She then told me that did not constitute an emergency and since I was not a customer yet, I would just have to call customer service in the morning to establish an account. I then informed her that the customer service line said they would not be open until after Christmas (according to the recorded message that answered). She again told me it was not an emergency and I would have to call back in the morning. She said that customer service would be open from 7:00 am until noon and that the recording was wrong. I started calling customer service at exactly 7:00 am the next morning and no one was answering. At about 7:15, I called the emergency number back and told the person that answered what was going on. They then “connected” me to customer service and it went straight through. Once I got ahold of customer service the next lady I talked to told me again that I did not have an emergency and that they would schedule someone to come out on January 6th. I explained again that I had small children in the house and she said for an $85.00 charge they could send someone out on Dec 26th. I agreed to the charge because at the time I needed to get the heat on as soon as possible. Even then, when I asked when the technician would be there, I was told "sometime between 7:00 am and 5:30 pm. So now, on top of everything else, I have to take a day off of work to wait for the service technician. After getting off the phone with Columbia Gas, I tried to call right back to see what would happen. It went right back to the recording saying they were closed until Dec 26th. Again, I would like to note that I have small children in the house and we are having to huddle in one room with a space heater until the heat is turned on.Desired Settlement: I would like the heat turned on as soon as possible, even if it requires a service call on Christmas Day (it should have been done on the evening of the 23rd or on Dec 24th). I would also like the additional $85.00 fee waived because at this point, we have already gone two nights in freezing tempuratures without heat. I would also like an explaination of why there is an emergency number if the company is not willing to respond immediately or after normal buisness hours?

Consumer

Response:

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

At this time, I have not been contacted by Columbia Gas of Virginia, Inc. regarding complaint ID [redacted].

Regards,

spoke with the customer over the phone, he has not heard from the business.

Business

Response:

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.
A recent investigation determined that [redacted] never contacted us to request gas service be established in his name. On 12/6/2013 the previous owner requested the gas be disconnected in her name as she would be moving. The service was disconnected on 12/23/2013. We were unable to locate a call to the emergency line on 12/23 however we do have record of a call from him on 12/24. We were able to establish gas service on the next business day 12/26, as agreed upon with [redacted]. Since [redacted] is a new customer, Columbia Gas of Virginia chose to waive and refund the $**.00 priority set up fee at a courtesy.
Columbia Gas of Virginia's emergency contact line is reserved for emergencies that involve potential safety hazards such as a gas odor, blowing gas, a fire or other potential natural gas safety concerns.
We apologize for the difficulty [redacted] experienced as a result of this incident. We will continue to work to regain his confidence by continuing to deliver safe, reliable natural gas service.