Columbia Gas of Virginia, Inc.

The exorbitant fees that this company charges if a customer is late are absolutely ridiculous. This is a utility that people depend on for the care of their families. I had been a customer of theirs for more than a year. I was one day late on my bill and they shut off my gas. I expected to pay a reconnection fee of $50 or so, but they charge $75. A snow storm was expected to hit my area that night, and I thought my service would be restored that day after paying the past due amount and reconnection fee. They would not restore my service for three days unless I agreed to pay an additional $85. In addition, they wanted a security deposit of $409 dollars, but adjusted down to $140, which is still ridiculous. They also wanted $75 to start the pilot light on my water heater. A $195 gas bill ended up costing almost $550. The customer service representatives showed no care or concern that my family would be without heat during freezing temperatures. I would do anything possible not to do business with this company.

Review: I have spoken with customer service about why the security deposit on my account was so high. When I first moved in, it was $274, then $532, now I'm told it will be $623 (this was the amount on the door tag). Our gas bills were high due to a gas leakage and animals tearing venting up under the house 2 times, which was preventing the house (rental) from getting warm. When we were finally able to restore service the first time, we were hit with a high deposit, which I thought was part of the $799 that I already paid in March/April. Then I was told that I only paid a partial deposit, which was not credited back to me. Then I was told to call billing when I got the bill to make arrangements on the new deposit, only to be told that I couldn't make arrangements when I got the notice because the amount due was mostly deposit. Service has been off since June. I got caught up the first time only to get behind again due to the deposit. I called customer service and asked how deposits were determined. I was told it was based on "the investment in equipment" the company had put into the property. There has been no work done to the property since I moved here in August 2014. I know that legally I can only be charged a certain percentage of my usage. Your website states: "The deposit is based on the usage at a specific address." However, my deposit is set at more than double my highest month's usage.

I want to know exactly how my deposit is calculated and why it keeps changing.Desired Settlement: I want to know exactly how my deposit is calculated and why it keeps changing. I would like for the deposit to be significantly reduced to restore service.

Business

Response:

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 concerns of Ms. [redacted] about her

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 the two highest winter bills usage 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]. 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,

Review: On June 10, 2013, there were calls made several times regarding this account. During one of the calls, I heard the balance through the automated line and asked for a representative. The person that I spoke with advised that there was a fee associated with making a payment through a representative, however, I could make a payment online. When attempting to log in, I experienced difficulty with the log in and called again. Around 11am, I called again and spoke with a customer service representative (I believe her name was [redacted] or [redacted], but I am not certain) and she advised me that I needed to make a payment of approximately $160 before the 13th. I explained that I was unable to log in and was assisted with the log in. I advised that I was making a $200 payment through the site and asked about the remaining balance. (Lest there be any confusion, the payment of $200 was made on the site around 11am.)As there was a significant balance remaining on my account, I called the following day and spoke with a customer service representative, I believe that his name was [redacted] or [redacted], again, I am not certain) and asked about payment arrangements. He asked if I had made a payment on the account, I advised him that I had. He went on to explain the budget plan and that I would need to pay the remaining balance before I would be eligible. The payment showed as a hold on my bank account on the 10th, pending on the 12th and debited on the 13th. When I arrived home on June 18th, there was a note on my door indicating that my gas has been disconnected for non-payment. I called and spoke with a representative, I believe her name [redacted], and was advised they would research my account. I also spoke with [redacted] and requested a supervisor to assist in resolving this issue. She advised that I would be required to pay almost $500 in reconnection fees and then intimated that I was lying and that there would NOT be a supervisor returning my call.Desired Settlement: I would like my account reinstated to its previous standing and have no deposit required on my account. While I disagree with any reconnection fees and do not believe I should be required to pay any such fees. I have held this account at this address since 1996 and have never had such issues with the company before.

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.

As a result of our investigation, it was determined that the security deposit was removed from Ms. [redacted]'s account and her gas service has been restored.

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

Sincerely,

Columbia Gas of Virginia

One of the worst consumer services in the business. I missed one payment and they shut off my gas on a Thursday afternoon. I paid the full amount plus a "deposit" and $87 to have the service reconnected. I was told that service will be restored the next business.This was during one of coldest weekends in February. I was told that I could pay an additional $87 to have it turned on that day!!! I told them I was not paying anymore money. On Monday they told me that the call was "lost" and they did not have me on the route that day to restore service. I can not believe these people are allowed to continue to do business this way. I have already contacted another provider of Natural Gas and will be changing companies as of next week. I am in the process of contacting the District Attorney and explaining to them how this company handles its costumers. I would encourage anyone who has a complaint to do the same.

Review: I was told that Columbia gas of VA received my payment of 58.13 because they claimed they didn't get the money and I got a paper that says they received it on Oct 2nd . then on Oct 7th I called and they still haven't received it . then I got a letter says that it was not payed and I got two paper that says it didDesired Settlement: I would like them to pay my overdraft fee of $212.00 that they cause do to them lieing about when they collect the payment on the 2nd. but the true of the matter is they try collect it on the five after I had paid other bills

Business

Response:

Dear [redacted]Thank you for contacting Columbia Gas of Virginia with regard to the concerns of Mr. [redacted]

[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) onOctober 1 and October 2 to confirm receipt of an online payment in the amount of $58.13. Weconfirmed that the payment had posted to his account on October 1. Mr. [redacted] called again onOctober 6 to confirm receipt of the payment and this time indicated that his bank showed norecord of the payment and his account had been overdrawn. We explained to Mr. [redacted] thatwhen a payment is made, it posts to the account immediately however it may be returned by thebank up to two weeks. On October 13, we were notified by the customer's bank that his paymentwas returned for insufficient funds .We hope we have satisfied the concerns of Mr. [redacted]. Should you have questions or requireadditional information please do not hesitate to contact me.

Review: This involves customer service behavior and failure for gas company to honor what was told to me by customer service representative. I came home one evening to find my gas cut off due to a late bill of $85.00. I explained to customer service that I had been out of town a lot because my mother is ill and on hospice care in SC and I've been going down there almost every week; I had completely forgotten about not paying the bill. The notice I received on my door showed additional charges that turned the $85 to at/about $500...charges included a security deposit of $342.00, the past due bill of $85.00 and a reconnection fee of $75.00. If I got the gas cut on the next day, I was informed that I would have to pay an additional $75 and if I had their person to light the pilot light, then it too would cost an additional $75.00. First, I pleaded with them to give me grace and not make me pay a security deposit, as I have done business with them for over 7 years and paid on time. They did not care about my situation and told me that the security deposit will remain. I then asked if I could make installment payments---at first they said that they do not do that, that this was policy no matter what my circumstances were. She then told me that she would extend a courtesy and waive the reconnection fee of $75.00. I thanked her but I also realized that I could not afford to pay almost $400 to get reconnected, so I asked to speak to the supervisor. She would not let me do this. So...I called back and reached a different rep. She too did not want me to speak to the supervisor, but allowed me to after I started crying and getting very upset. The supervisor said the same thing about the security deposit. She said that it does not matter my circumstance or my pay history, I must pay the security deposit---she said, "We have policy and we are not a charity." After continuing to pursue the request for installments, she finally said that she would allow me to pay it in installments for 3 months ($342 over the three months). That night I paid the past due amount and the first installment of the security deposit, totaling over $200...it took them 3 days however to cut my gas back on because I refused to pay an additional $75 to get it turned on earlier than that. This company had no concern or showed any mercy on my current circumstances, despite me being a loyal customer for over 7 years. I then wrote a letter to the corporate office and explained everything and asked for some mercy, grace and compassion---I asked that atleast they waive my security deposit...I did not receive any response. I received my first bill after the installment payments were set up. On the bill, they charged me the reconnection fee that was waived; in addition, they charged me another $39 for security deposit installment. I called and did not get a sufficient reason for the reconnection fee except that they don't waive reconnection fees so I must have misunderstood the rep---I said, "IF you don't waive it, then why didn't I pay it before the gas got cut back on?" The rep had no answer. She also could not seem to explain the $39. I went ahead and paid $200 of the bill because the rep said that if I didn't pay it, then they would shut the gas off again within two days. I just received my second bill...this time, the bill showed another installment of about $134.00 and says that I still have $169.00 and if I don't pay at least $130.00 by Jan 22 I face shut-off AGAIN. And the final amount must be paid by February 3 to avoid shut-off. I refuse to call them again and talk to a representative that cannot explain my bill and whose customer service skills are anything that displays empathy. I have contacted the corporate office but got no response and I have contacted their customer service and received no assistance but poor customer service.Desired Settlement: I have more than one desired outcome....so I would like to include all that apply. 1) a phone call or at least an email from corporate acknowledging my concern. 2) an explanation of the charges that were placed on my account--especially the security deposit installments 3) for them to honor the waiving of the reconnection fee that ended up showing up on my bill the next month---a refund of the reconnection fee (or a credit on my bill of $75 is sufficient) and 4) (and I know this is not their usual policy, but I will ask anyway)---for the frustration and show of poor service and the lack of empathy and compassion from this company, I would like for them to compensate me to some length---like other companies do (dominion power, verizon, sprint, etc) when their customers receive such poor customer service and when they are basically treated like CRAP. A good faith attempt to satisfy the customer is all that is desired. To be honest, if I was in a financial situation to get all of my gas appliances converted to electric, I would---even though electricity may cost more at this time---that is how much good customer service and doing business with a company who at least cares about their loyal customers means to me.

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 takeseriously any complaints we receive. Our investigation revealed that the call center personnel followed appropriate policy with regard to a recent service termination. As a gesture of good faith, we will waive the remaining security deposit. Additionally, we will provide a $100 atonement as a credit to [redacted]'s account. We encourage [redacted] to enroll in the Budget Payment Plan by calling us at [redacted]

[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 offervarious 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: In early May 2014 I established a new service at [redacted] with meter number [redacted] I was told that this address does not exist in Columbia Gas database. After searching by property ID [redacted] it was determined that the service was established but the service address is incorrect. Service address was input as [redacted] After numerous contacts with Columbia Gas, the address was never corrected. I submitted the proof of the address (change of address form provided by[redacted]) but no change was ever made. I suggested for someone from Columbia Gas to come by and verify that the meter [redacted] belongs to [redacted]. Noone ever came. I submitted the paperwork at least 2 times. Never heard from them. My greatest concern is that if there is ever a gas leak, the service technician will not know where to go because [redacted] does not exist.Desired Settlement: Change the service address to [redacted] Send somone over to verify the meter number and the property address.

Business

Response:

Dear [redacted],

Thank you for contracting Columbia Gas of Virginia with

regard to the concerns of [redacted]. Our goal os to provide our customers

with quality service.

As requested by [redacted], we have updated her address to

[redacted]. We have scheduled a technician to come out

to the property and verify the meter number.

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. Please do not hesitate to contact

me should you have questions or additional information.

Sincerely,

Review: In October 2013, I moved into an apartment with my cousin, who opened an account with Columbia Gas of Virginia in her name. Her credit was not very good, and there was a ~$300 deposit assessed, which was split into 3 installments, to be paid upfront, then with the next two bills. We were splitting the costs, and had paid two installments of the deposit when my cousin passed away very suddenly and tragically, which has left me with all of the costs of the rent and utilities.

In December, I switched the account into my name, and the customer representative at that time was very courteous. Early in January, when I logged into my account online to pay for December's gas bill, the third and final installment of the deposit ($102) was not showing in my balance due, only my usage. This led me to believe that the final installment had been waived.

However, when I received my bill a few days later for January, the third installment of the security deposit showed on that bill. I contacted customer service. When I was connected to a representative, I began to explain the circumstances. I said that the deposit had been based on my cousin's credit, at which point the representative interrupted me to say, "The deposit's not just based on credit. It's also based on the history at the address." When I replied that I still felt the deposit may have been lower under my name, she responded, "Not necessarily."

Firstly, her manner was discourteous. Secondly, I am not sure how the address's prior history is relevant to MY billing and deposit.

I then requested that, due to the circumstance, the final installment of the deposit be waived. The representative responded that they could not do that. She then said, "You'll get it back in twelve months or when you close your account." While this may be true, it brings me hardship right now to have to pay that last installment.Desired Settlement: I would like for the final installment of my security deposit ($102) to be waived. I do not consider this unreasonable, as Columbia Gas has already received a little over $200 of deposit on my account.

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.

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,

Columbia Gas of Virginia

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.

Part of the current balance of $292.68 showing in my account is an installment of the security deposit, which is $102. The usage reflected in my current bill is $189.68. I have no problem with that amount. It is the third security deposit installment in the amount of $102, which has not been paid to them, that I would like waived completely. This is the only solution I will accept to resolve this complaint. The resolution I seek will bring my current balance to $189.68, which is the usage portion of my latest bill. I will be happy to pay that in full, without an installment agreement.

Regards,

Review: Yesterday I came home to a notice saying our gas service had been shut off due to non payment. It was an over-sight on my part as I believed I had set up an automatic payment, but had actually not. The gas being shut off is not the issue at all it is the customer service, or lack thereof we have received since the notice. We paid the bill immediately, but the office had closed for the day so we were unable to give them the confirmation number. Mind you we were charged "security deposit" plus a connection fee therefore $222 was added to our bill. My husband called this morning to have our service restored. We were told they couldn't do it until Thursday...unless we paid an additional $87. Which we agreed to seeing how we have 6 kids who need hot water to shower. We waited all day for them to show and they never did. I called at 5:00 and they said that the service order had been placed and they would be out shortly. At 7:00 I called back because they still hadn't come. The customer service rep told me that they in fact never put in any order for service today, but for Thursday. Not only were we lied to about a service order being placed, but we also paid for expedited services which we never got! The lady told me her supervisor had given her the OK to put in a service order for our service to be restored today and that they would definitely be out by the end of the day to restore service. Needless to say, it is now 10:30 and they haven't come. We were lied to, given the run around and paid for services that were never rendered. We have spoken to supervisors and customer services representatives all who promised service to be restored today....and they flat out lied.Desired Settlement: I would like our expedited service fee restored along with the "security deposit" we had to put down to reestablish service. We were charged a fee for a service we never received and lied to by employees and supervisors. We were told service order were put in that were in fact not and we were promised our service would be restored today.

Business

Response:

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

Review: The final bill was estimated on a property I owned where new tenants were moving in promptly. Instead of getting an actual meter reading it was estimated. The first customer service rep tried to tell me it wasn't estimated it was calculated which meant they read it electronically from the office. This was a lie. She refused to let me speak to a supervisor but transferred me to customer service.That rep,[redacted], admitted it was estimated based on usage history and assured me when they got an actual reading if they had over billed me they would correct my final bill. I explained this was a house I had purchased and renovated. No one lived in it. I had the gas on low to keep the pipes from freezing. After the tenants moved in they would have used the gas at an increased rate.They will use the next actual reading to prorate daily use and then change my final bill. It can not possibly be a fair resolution.Desired Settlement: 1. I expect Columbia Gas to train their employees properly so they don't give incorrect information to customers (definition of calculated)2. I would like to see them end the practice of estimating final bills. Their is no way this can be fair to either customer. If they expect the customer to read his own meter they should notify them in advance. Not tell them after the fact that they should have called in the meter reading.

Business

Response:

Dear [redacted],Thank you for contacting Columbia Gas of Virginia withregard to the concerns of Mr. [redacted]. It is always our goal to ensure the best possibleservice to our customers, and we takeseriously any complaints we receive.We have investigated the matter. Our investigation revealedthat when Mrs. [redacted], Mr.[redacted]'s wife, called Columbia Gas to determine jf the newtenant had called to transfer serviceinto their name, she was given misinformation. She was toldthe final calculated bill is correctbecause the company read it at the local distributionoffice. However, this was not accurate.Instead, when the new tenant called Columbia Gas to transferservice into their name, theyopted to have Columbia Gas use an estimated read, since theinitial service charge is $3,versus $44 if the Company physically goes out to the serviceaddress to read the meter.Columbia Gas has taken steps to resolve the inaccurateinformation with the representativeMrs. [redacted] spoke to, and will ensure they are properlytrained on this procedure in the future.An analyst in the [redacted] section of ColumbiaGas was able to talk with Mrs.[redacted] after this Revdex.com Case was received. The transfer ofservice process was explained to Mrs.[redacted] and she was informed that if she would like a physicalreading of the meter, instead of anestimated read, she can call the Company and request thatfor the additional charge. Additional,Columbia Gas provided Mrs. [redacted] with a $30 credit to heraccount, as a goodwill gesture forthe misinformation she was given.Should you have questions or require additional informationplease do not hesitate to contactme.Sincerely,[redacted]

Review: Columbia gas has not conducted requested work to increase the size of the house gas line. Request was made Aug 24 with no action taken as of 10/22. Repeated calls has resulted in no change in status. Employees who I have talked to have indicated they are unable to reach the group within Columbia gas reponsponsible to make the changes (group does not return emails, phone calls or other written communicaton. Bottom line, I nor the employess of columbia have been unable to reach anyone at the responsible Columbia gas group corporation that can tell us when the work will get started.Desired Settlement: Get the customers request to change the house gas line completed

Business

Response:

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.

Review: I switched service with Columbia Gas of VA from tenant to landlord account and I agreed to pay $3.00 as a connection or transfer to my account. Representative never told me that there would be a monthly Fee of $16.71 due to non usage. I had no usage of the service and billed for this amount. They never reported to me or disclosed in paper, verbally or through any other way of communicating to me. I am disputing this amount as they never told me when I signed up with them.Desired Settlement: I would like this balance to be zero out and make this as a policy to discuss with the customer at the time of sign up.

Business

Response:

Good Morning, this complaint has been forwarded to Columbia Gas Of Virginia; it was submitted to this office in error. This is [redacted] the correct office

will respond and resolve this concern/complaint.

Thank You

Strategic Analyst

Business

Response:

Thank you for contacting Columbia Gas of Virginia regarding the above listed matter. It is always our goal to rpovide the best possible service to our customers, and we take seriously any complaints we receive. We have investigated **.[redacted]'s concerns. As a one-time courtesy, a credit of $16.71 will be credited to his account. We sincerely hope to have resolved the concerns of **.[redacted]. Should you have questions or require additional information please do not hesitate to contact me.Sincerely, [redacted]

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 spoke with the consumer and he stated that his account has not be credited the credit amount.

Regards,

Business

Response:

Revdex.com spoke with [redacted] from Columbia Gas and she said that the check was mailed today 12/4/14 and was sent as an overnight delivery.

Review: Gas was supposed to be turned on and employees advised customers do not make outbound calls to customers. Spoke to supervisor and he advised that the employees do in fact make outbound calls. No one called to advise me that the banner was ok'd to be removed last week and my children ages 1, 3, 8, 9, 13, & 16 have been living without heat for a week and a half BC they failed to let me know they needed to have someone home for gas to be turned on. Hence my gas was still off. If I didn't call today how long would we have to live without heat? This is unacceptableDesired Settlement: Free heat since we have lived without it for a week and a half

Review: They cut off the gas to my house becuase they said they send me a termination notice on august 28th. I had no notice, and now my children do not have heat, hotwater, or anyway to cook to make food using the kitchen stove. They came to the door while I was home and did not knock to notifiy me that they were shutting off my service. I had no chance to pay the bill they said I owed before they cut off my service. Then they stuck this reconnect notice on my door that said I was 213.00 past due, with a reconnect fee of 75.00 and a deposit of 397.00. Starnge how they wait until the begining of the change of seasons to terminate my service when we just went through a cool summer and we have not used that much gas, but now we are supposed to be in for a very cold winter and they want a 400.00 deposit t0 reconnect my gas. I have been a customer for over 15 years and my gas costs have almost trippled. I have been home sick for about a year now and have no way to pay for the recconect fee or the security deposit without cutting back in other areas like food and clothes for my kids. I think this a a dasterley way to do buisness becuase its like they have got you over a barrell and the only way to keep my kids safe is to pay them the 7 to 8 hundred dollars that they want.Desired Settlement: I want my deposit and my reconnect fee refunded. they did not provide any kind of termination notice we did not recieve one.

Business

Response:

Dear [redacted],

Thank you for contracting 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 recent service transmission. A transmission notice was mailed to [redacted] at [redacted], [redacted] and is the address on file. 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 Virginia State Corporation Commission and can be found at www.columbiagassva.com. As a one time courtesy, we have waived the reconnect fee and the remaining security deposit. The $341 credit will appear on the account. We also contacted [redacted] on September 30 to notify him but have not received a return call.

We sincerely hope to have resolved the concerns of [redacted]. Should you have questions or require additional information please do not hesitate to contact me.

Sincerely,

Columbia Gas of Virginia

Review: I received a noticed on my door stating that repairs needed to be made to a part of the gas line on my side of the meter. This notice was received on October 24th. There was no elaboration on the notice about the problem. I had to call the company to clarify the problem for me. Customer service representative couldn't elaborate either except to notify me that if repairs were not made that my gas could be shut off. The problem I have is that I recently purchased this home in August and a service technician from Columbia gas had to come and inspect the meter and turn my gas on in order for me to buy the house. I don't undstand how the technician could have missed this issue during the initial inspection.Desired Settlement: The only outcome that I desire is for this company to know that they are providing this kind of service. I have no choice but to use their service as long as I have gas appliances.

Business

Response:

Thank you for contacting Columbia Gas of Virginia with regard to the concerns of **.[redacted]s. 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. Our investigation revealed that on July 14, 2014, a Columbia Gas of Virginia service technician tested the gas line and, finding no leakage, turned on the meter, connecting service and putting the account in [redacted]'s name. On October 23, 2014, as a part of a federally mandated customer service line inspection, a Columbia Gas of Virginia technician found a leak on the outlet union, which is a connection on the customer's side of the meter. The technician left a door tag on the customer's home, informing him of the leak and providing guidance on how to get the leak repaired, recommending getting a qualified plumber to test the lines and make the necessary repairs. In addition, the door tag notified the customer that the company would return to the premises on November 10, 2014 to determine if the leak had been repaired and notified the customer that, if the leak had not been repaired by that time, the Company would need to interrupt service, for safety reasons, until the repair could be made. On November 10, 2014, a technician returned to the premises and verified the repairs were made and no further action was needed. Please note that a leak can happen at any time and no leakage was found on July 14, 2014, when the gas service was initially placed in **.[redacted] name. Columbia Gas of Virginia followed all guidelines and in compliance with the federally madated customer service line inspection, reported the leak as soon as it was found by the customer. It is our sincerest hope to have satisfied the concerns of **.[redacted]. Should you have any questions or require additional information please do no hesitate to contact me. Sincerely, [redacted]

Review: On Nov 15,2013 I placed a call to connect service. the Service was not connected Later found out that someone from Columbia gas left note on other door about why service had not been connected . NO ONE CALLED ME. I have several accounts with Columbia Gas so they have the phone number. So fast forward Its Jan 8 2014, I have called three days in a row to find out what the problem is only to be told by [redacted] #[redacted] that the "plant side " has been notified an they will call dispatch to "expedite" the call so the contractor can call me. I have spent 6 hrs.42 min on third call just to get service connected. I would like some one to fix my problem.Desired Settlement: I would like this problem solved an management notifyed

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.

We have investigated [redacted] concerns about a service connection at [redacted] in [redacted]. [redacted] gas line was installed on January 16, 2014 and his gas service was connected. As a gesture of good faith, we have issued a $** atonement on his account.

Again, 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.

Sincerely,

Columbia Gas of Virginia

Review: I have asked Columbia Gas to send bills to my home address three different times. They continue to send the bills to my work address. I am not getting these bills. I can only pay bills when I receive them. I logged on to the account yesterday online and it was still showing my work address. Someone came to my house yesterday to turn the service off. They showed up in full military attire and did not have any id with them in regards to Columbia Gas. I contacted customer service while this person was at my home to advise and they told me "oh well, not their problem". I paid them in full to include a re- connection fee, while this unknown person was still at my home. The unknown person used a tool to turn my service off and damaged the dryer vent on my property. I have called Columbia gas 4 times to see what I need to do and they have been of no help. They did advise that someone will come out on Tuesday 9-30-14 to reconnect the service, which is unacceptable since they have been sending my bill to the wrong address. My kids will be out of school for 4 days because of this as they are unable to take a bath. I also very concerned that they would send a tech to my house in full military attire and without an id, with all that is going on in the world today. I do not have any family members in the military so I was very concerned opening my door to someone that was in military attire and unable to show who they were. The vehicle that they drove had out of state tags ([redacted]) and was parked in front of another home, not mine. The customer service reps were unable to advise me who I need to contact about getting the dryer vent repaired/replaced from the damage done. At this point I have no control over getting the service turned on prior to Tuesday but I do need my damaged home repaired. Thank you for your time, [redacted]Desired Settlement: Need damages taken care of from unknown person that used a tool to turn my service off. I was outside with this person when this was done and saw them damage my property. I would also like a response from Columbia Gas as to why they would send someone to my home in military attire, out of state tags and no company id. Thank you

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 the following:

• Service established for [redacted] on 11-30-2007.

• Customer bills were mailed to the Park Ridge Road address until 3-5-2013.

• On 4-3-13 customer updated the mailing address to [redacted] and customer bills were mailed to this address until 6-4-2013,

• On 6-26-2014 customer updated the mailing address to [redacted] and the Columbia Gas of Virginia bills have

been mailed to the [redacted] address as noted by the enclosed three past monthly statements.

• On 9-3-2014 a bill termination notice of $163.00 was mailed to the Crist account at [redacted].

A Columbia Gas of Virginia contract collector arrived at [redacted] at 10:48 am on 9-25-2014 to perform their work. The employee of [redacted] was wearing a snort sleeve shirt and blue jeans Her photo identification is on ill pull clip worn at her waist and visible at all times. She drives a [redacted] vehicle with decals indicating they are an authorized contractor for Columbia Gas of Virginia. The vehicle has [redacted] license plates.

We have enclosed the past three monthly bills and a timeline of events as we know them for the customer served at [redacted]. We have investigated the alleged matter and concluded that the company procedures were followed and the contract collector did not damage any property or represent Columbia Gas of Virginia in an inappropriate manner. Should you have questions or require additional information, please do not hesitate to contact me

Review: I had contacted Columbia Gas of VA in early November, in order to have a gas line put in for my rental property in Hopewell, Virginia. The address is [redacted]. The tenants there do not have heat once the temperature drops below 30 degrees. I was assured all of this would be handled within 7 to 10 business days. As of today, December 23, 2013, I am still getting the run-around. I have contacted customer service over a dozen times with no satisfaction or help. A permit was needed through the City of Hopewell. Columbia Gas failed to provide the correct information to the City and thus a permit was done for the wrong side of the house. Columbia canceled the order and never would have put in a new order, with the correct information, had I not called REPEATEDLY! Now, they are saying because of the holidays, they cannot make any promises for faster service, even though this is THEIR error and that they had another 10 days to see that this is done. Meanwhile, my tenats are suffering with no heat, due to the negligence of Columbia Gas and their no attempts at correction for an error done on their part. The agreement was within 7 to 10 days of receving a permit and that has not been done, which is a breech of a verbal contract/policy. They have shown no remorse, and have not even tried to rectify the problem. Something should be done and service should be given ASAP! I am completely dissatisfied with their lack of concern or commitment to the policy they in place.Desired Settlement: I would like for service promised to be rendered IMMEDIATELY. I also feel that some sort of credit should be given from the Gas Co, since they did not hold up their end of the bargain and people are going without heat because of their mistake! This is extrmemly poor customer service and no attempt at rectifying ANY of this has been made. Every time a call is made in regards to checking on the status of this is made, someone comes up with a different story and enough is enough. I would NEVER recommend them to anyone.

Business

Response:

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.

We understand her tenants were without gas service for several weeks and apologize for the inconvenience she experienced during this event. A recent investigation determined that a clerical error caused a delay with the permit process to install a gas meter line on the left side of the property. The service installation was completed on Thursday, January 2nd and the customer has natural gas service.

Again, we apologize for the difficulty [redacted] experienced as a result of this incident. We will continue to work to regain [redacted] confidence by continuing to deliver safe, reliable natural gas service.

Sincerely,

Columbia Gas of Virginia

Review: On Dec. 10 , 2013, the old gas meter was removed and a new one installed. In the processa small section of lattice at the bottom side of the deck needed removing due to the meter'sclose location. The lattice was no longer usable, (broken). The workmen informed me as well as filling out a company "work order form" that the lattice would be replaced and restrained in early spring (?). I called Columbia Gas on 4/9/14 to remind them of their commitment toreplace the lattice. they replied saying it would be taken care of and that they had a record ofthe work order on file. Since that call nothing has been done and I have called an additional 3 times - last being May 12th. They informed me that "I was on the list" , (?). My sincere feelingis that this issue will not be settled until they have received sufficient motivation , i.e. - Revdex.com!!Desired Settlement: I need for Columbia Gas to honor their commitment - replace the small lattice section with new and re-stain it.

Consumer

Response:

The consumer called and stated that the company came out and replaced the lattice.

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: We have recently moved in to a house we bought. Unfortunately there is only one carrier for natural gas in this location and that isColumbia Gas of Virginia. We had asked for a call prior to the technician coming out. No call was made. I had taken special liberty to come home early even though my wife was home to meet the gas tech. She stepped out for 10 minutes prior to me coming home. Upon return, she saw the 'Missed Notice' on the door. Upon contacting customer service, representative was completely unhelpful and offered generic responses. We then asked to speak to a supervisor. After receiving the supervisor, she said she would need to review the call back log. In the call back log my number and wife's number were listed but the response given was even if someone is home they cannot call anyway despite the appointment maker saying she took everything down. Our neighbor saw the technician step out of his truck for 2 seconds, knock twice, then immediately leave without waiting for a response or giving our neighbor enough time to get to him to be the over 18 year old needed for start of service. Despite having a 7 year old daughter with skin conditions that require her to bathe everyday in warm water for her eczema and mersa, the supervisor said there was nothing they could do or no way to help and we were going to have to wait 6 days until the next appointment and pay an $85 missed appointment fee. This is completely unsat and shows that despite being an active duty family with a child with medical conditions, we still couldn't get the help needed for our family.Desired Settlement: We want our service turned on by the close of business the next day and the fee waived.

Business

Response:

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,

Columbia Gas of Virginia