Columbia Gas of Virginia, Inc.

Review: Our renter called us to tell us that she was moving out a few days early. The following morning between 8:30 and 9:00 my husband called to transfer the gas to our name. Columbia claimed to have already turned off the gas at that point. They wanted to charge us $100 to return service. Our renter says Columbia said they would transfer it to my husband's name, which Columbia denies. Columbia said we had to have a certain paper on file for them to be able to transfer the service. Columbia did not communicate this to us and could have easily resolved this with a phone call before disconnecting. We were promised a return call from a supervisor after she reviewed the case but the call never came. I finally called back after several days and they said they were not at fault. Even if Columbia followed all policies they did not communicate the policies to the landlord or the renter which led to additional fees in the favor of Columbia.Desired Settlement: Wavier of pilot ignition fee

Business

Response:

Dear [redacted],

Thank you for contacting Columbia Gas of Virginia with regard to the above-listed matter. Our goal is to provide our customers with quality service.

As a courtesy, we will remove the $55 pilot relighting fee.

It is our sincerest hope to have satisfied the concerns of [redacted]. We will continue to work to regain her confidence by continuing to deliver safe, reliable natural gas service.

Sincerely,

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 signed up for Columbia Gas Va and they put me on a budget plan. I did not realize what this really meant but in August I received a disconnect notice I immediately called and was told I had to pay $250 which I did on the 14th. On September 4th someone from Columbia Gas came and disconnected my service I received no notice ahead of time. When I called in I was told I actually had a $16.00 credit on my account but because Columbia Gas decided to put me on the budget plan another $250 was due which I did not know about. I called in on 9/4 they took me off the budget plan but said I still had to pay the remainder of the deposit which was $233 I did so. She told me the first time they could turn my service back on was Next Monday that is unacceptable they can turn me off but they said I would be billed an extra $85 to be turned back on before Monday so I had no choice to have them do it. This is the worst customer service I have ever seen. They should not have charged me the $85 fee and they should have never put me on a budget plan when I did not request it.Desired Settlement: No charge on the $85 reconnect fee.

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 completed our investigation. As a courtesy, we have removed the $85 fee from **.[redacted] account and removed him from the budget payment plan.

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

Sincerely,

Columbia Gas of Virginia

Review: In August, 2014, I received a notice from Columbia Gas indicating that their technician had determined that our meter and a neighbor's were switched during the two years we have had service with them, and that our consumption had been incorrectly registered. We were informed by Columbia Gas that we now owed them $304.33. I disagreed with this assessment. This would be the same as me buying a product at a store routinely for two years at $2.00, then to be told that not only was the product now $5.00 (understandable), but that I now owed $72.00 because the store had made a mistake in their pricing. Columbia Gas was responsible for installing and checking their meter; they have technicians who read the meters monthly; and they are responsible for ensuring their billing is accurate. It is next to impossible for a homeowner to accurately gauge and identify the accurate amount of gas usage - this is their responsibility.

Upon calling Columbia Gas, I was ferried around from representative to representative and finally told that someone would make a decision and return my phone call. Finally, I was contacted by a representative claiming to be the "highest customer service employee I could reach" who acknowledged having a problem, and stated that they would only retroactively charge us for one year instead of the two, $176.45. I argued that point - admitting that the company was having some trouble seems to be their issue, again, not the customer's. I then asked which neighbor our gas meter was switched with - if I'm to repay Columbia Gas for "services rendered", I wanted to ensure that my neighbor was getting a refund for the same amount and that Columbia Gas wasn't getting paid twice. I was told that they would not discuss other customer's accounts; however, since this "mistake" involved two customers, this argument seems silly. How do I, as a customer, trust anything this company says when they've admitted to making a mistake I can't verify, charged me for it anyway, and then left me with no way to ensure that this has been handled appropriately. This seems unethical, at best, and criminal at worst.

To top it all of, since I need to have gas supplied to my house until I can discontinue my service with Columbia Gas, I set up a payment plan. I received my first bill, requesting a $54.38 payment (my current balance and the negotiated payment amount). When I attempted to make my payment online, I entered the $54.38 into the "other amount" option and hit the "submit" button. When I reviewed my bank statement, I was instead charged $344.01, resulting in a credit on the account. This was the original owed amount (two years, not the one year they agreed on) $304.33 + our current balance $39.68.Desired Settlement: I believe that this matter is a Columbia Gas problem; I in no way altered or "switched" my meter with anyone else, in fact, I still don't know with whom it was switched, since none of my immediate neighbors have been contacted by Columbia Gas regarding their refund. I believe I should be refunded the amount of their discrepancy, or, I should be afforded the information I requested to ensure that they are not able to be paid twice. I am extremely frustrated with Columbia Gas, and will be switching my service as soon as I can locate another gas provider in my area.

Business

Response:

Thank you for

contacting Columbia Gas of Virginia (“CGV”) with regards to the above-listed

matter. It is always our goal to ensure the best possible service to our

customers, and we take complaints we receive seriously.

According to CGV’s

tariff, CGV billed up to 12 months of usage retroactively, if it is found that

a customer has been under changed due to a billing error. As a result of our investigation,

it was determined that CGV erroneously billed more than 12 months on the

original billing adjustment and a credit of $127.88 was made to [redacted] account

on September 8 for the difference in the originally billed $304.33 in the original

billing adjustment, CGV has given $100 atonement on [redacted] account,

resulting in a total credit to his account of $227.88/

After a current look

at [redacted] account, his balance as if today is a credit of $186.78, which is

made up of the $227.88 credit to his account and his most recent bill of

$41.10.

Should you have

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 called in early June to see how far in advance I needed to call to stop service in our name because we were in the process of selling our home and I was told a couple days is fine. I called on June 27th at 10:04MT because we just learned we were closing on our home June 30th. I asked that this service was taken out of my name June 30th because the new owners were taking over that day. I was informed someone could not get out to read the meter until July 3rd and if the new owners called In sooner then they could take it out of my name sooner. The guy told me I was told wrong information the first time I called in. I get final bill and I see that someone actually read the meter on June 30(the day I wanted it taken out of my name), but then on July 3 they did an estimated reading. I was billed until July 3rd and the new home owner had called in July 2 and they still billed me until July 3. I was billed $8.62 for 3 days that I did not even own the house. They should have stopped my service like I needed on June 30 because they actually read the meter that day, they allowed me to be billed for days that I no longer owned the house, they did an estimated not even an actual reading on July 3. When I called back in about this the lady told me that I was given inaccurate information for the guy on June 27. Why am I told each time the other person basically lied to me. Does anybody tell the truth in their customer service department?Desired Settlement: I request that I am refunded $8.62 since I did not even own the house for this days of billing.

Business

Response:

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 apologize for the inconvenience experienced by [redacted] relating to her request to termination her gas service. As a courtesy, we will credit the $8.62 to her account.

It is our greatest hope that we 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

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: My service was terminated on 1/14/16. As customer service closed at 7pm and I was unable to make a payment online due to company policy, I called at 7 am the following morning. The cust srv rep informed me of the numerous fees that would be required to reconnect of service including a very hefty deposit of over $500. I made the required payments and asked when the service could be restored. She indicated the fist appt available would be on 1/18. I asked if there was anyway to get restored on that day and she indicated with an additonal payment of $85 she could make it a priority and have someone out today. I agreed. She said someone would need to be home between 8 and 4:30 and they would call before coming. At 4:00 no one had arrived. I called back and the representative said that I was still scheduled for that day and the technician may be running behind and they would make a call to me 30 minutes before arriving. At 6:00 PM no one had arrived. I called back. This third representative informed me that my appointment was never scheduled for that day and it had been scheduled for the 18th. I told her that was in direct conflict with what the other 2 representative had told me. She said same day service is never available and that the priority fee was coming the next business day. I asked for a supervisor and was placed on hold. She came back to me and said that a sup wasn't immediately available and would be a 2 min wait. I waited. The actual wait was closer to 15 minutes and the sup informed me that the 1st 2 reps did not give me accurate info and they would be properly coached. He indicated that the next tech would not be available until Mon so I would have to go all week in Winter with no heat or hot water. I am not blaming Columbia for shutting off my gas as this was a tremendous oversight on my part however if a service is terminated they should do a better job of reconnecting especially in winter months and honor their agreements made.Desired Settlement: Billing adjustment for the re-connection fee and reconsideration on the amount of security deposit.

Business

Response:

Dear [redacted], Thank you for contacting Columbia Gas of Virginia with regard to 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] over a service termination on January 14 and concluded that her gas service was shut off at [redacted] for non-payment. 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 $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 Virginia State Corporation Commission and can be found at www.columbiagasva.com. Further it was determined that we incorrectly entered the reconnection date which resulted in a delay in restoring her gas service. We apologize for any inconvenience Ms. [redacted] experienced as a result of this incident. As a courtesy, we have waived the $87 priority fee. 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, Bob I[redacted] Columbia Gas of Virginia

Review: On April 21, 2015, my wife called me to tell me that there was woman at our door to collect our gas bill of roughly $297.00. We did not have the money at the the moment, however we informed the company that we would have the money on my next pay day which was the April 30. The bill was 35 days past due at this time. We were told that because we could not pay that day, that our gas was being shut off and we would have to pay the $297.00 past due balance, a $75.00 reconnection fee, and a deposit of $497.00 of which I would have to pay one third of, $160.00, in order to have service restored. We have been a customer of Columbia Gas for over five years and in that time have NEVER had our gas shut off before. In fairness, we have been behind on our bills due to pay cuts that I took last year, but I was always able to pay enough to keep the utilities on until this instance. I asked them that if I could not pay the $297 to keep my services on, how did they expect me to pay almost double that to turn my gas service back on? I explained that in almost five years as a customer this has never happened until now, and asked for leniency. They refused. I asked to speak to a supervisor, who gave me the same unempethetic answer. I asked to speak to this supervisor's superior. I was told that they were unavailable and I would receive a callback before the end of business. 4:30pm came around and still no call so I called back. I was assured I would receive a call before the end of business. I did not receive that call. My wife called back two days later, and she was told that I was called the next day and a voicemail was left. "It's in the notes," my wife was told. Whoever input those "notes" lied. I never received a callback. I have missed call logs and voicemail logs, plus phone bill records to prove this. My wife was then told that they couldn't wave the deposit because it isn't on them. She was told that this rule came from the [redacted] or something like that. My wife asked for their phone number and called this agency. The representative at this agency told my wife that the only thing they do is write regulations for utility companies and ensure they are followed. They have no authority over whether or not a company decides to waive a deposit or not. So now Columbia Gas has lied to us twice. My wife called the gas company back to call them on their second lie and try to resolve the issue, only to be told that our next bill was now finalized, and we would have to pay almost $800 in bill, deposits and fees to turn our gas back on! In the mean time the temperatures at night have dropped into the 30s and 40s. My 3 year old daughter is now sick, running a fever from being in a cold house for the last week. I was able to borrow $600 but not the full $800 they wanted. I used that money to pay my balance in full. I now owe $0 on my gas bill. I called Columbia Gas one melts time to tell them that in good faith I payed my entire bill off, including the "finalized" portion that was t even due yet. I asked them one more time to please waive the deposit, and once again they refused, stating that "we are following Virginia rules and regulations." This company is now holding my heat, and hot water that I need for my kids hostage. This seems like a VERY unethical practice! I could understand if I was constantly getting my services disconnected, however that is not the case. Even if I were to go with another supplier, Columbia Gas ownes the lines, so billing must go through them. This company is threatening me and my family with no gas unless we pay a ridiculous amount for a security deposit, even though my bill has been paid in full at this point. It is the very definition of extortion!Desired Settlement: I am more than willing to pay the $75 reconnection fee. The only thing I am asking for is a one time courtesy of waiving the deposit, and restoring my services so that we don't have to live in a cold house, and take cold baths and showers. I would also like Columbia Gas to reexamine their collection practices for loyal customers who have not had their services disrupted before.

Business

Response:

Thank you for contacting Columbia Gas of Virginia with regard to the concerns of [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 Mr. [redacted] about his recent gas service termination. When a terminationoccurs, a security deposit and reconnect fee is requested from the customer. The security deposit is determinedby the two highest winter bills usage from the previous year. These processes, along with other fees, areoutlined in our tariff which is approved by the [redacted] and can be found at[redacted]. As a courtesy, we have waived half of the security deposit.We apologize for any inconvenience Mr. [redacted] experienced as a result of this matter and hope to have resolvedher concerns.We encourage Mr. [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.

Review: I was in the process of moving and used the web to 'transfer service' to my new address through the web. I thought everything went through as I input my new address etc. Today I realize my gas service has been shut off. I call to find out why, and they do not have any record of my service request. Furthermore, the representative said it is impossible to initiate and/or transfer service via the web and it requires a customer service call. If this is the case, why are those options even available. I an not going to go a week without hot water and will have to pay a $40 up charge for the connect. If I pay an additional $85 it can happen a day sooner. At the end of the day I was misled via the internet options and it caused me to go without gas.Desired Settlement: Immediate gas turn on. No fees.

Business

Response:

Revdex.com spoke with [redacted] from the company and she stated that the consumer's gas was turned back on, on July 10th.

Review: I had service with Columbia Gas this year (2015). Always paid on time. When I cut it off, I paid my last bill in full and received my deposit back. It was a good experience. Then I moved to a new location and called to have the Gas activated. Now they are refusing to active my gas saying I owe them $33.50 from a location I never lived or worked. It's for "3 days" service back in 2005. They say it's a commercial account even though the address they give is residential. The people at the address say they don't even have gas at that location. Why did they provide me service in 2015 and refund my entire deposit when I left? Now, in late 2015 they deny me service and claim I owe an outstanding balance over 10 years old. Fearing that the coming freeze will bust my pipes, I was going to pay it but they wanted to charge me an additional $2.50 to process the payment. I want proof with my signature where I opened service at that account. I also want an invoice showing actual meter reading showing the usage during those three days. They are refusing to provide either. I also believe the statute of limitations has expired even if it was a valid debt, which it is not. I have an 800 FICO score and I pay my debts. Just as I did this year when I had gas service with them.Desired Settlement: I want a billing adjustment and a correction to any credit reporting they have done. To lose an account and a customer over $33.50 is just bad business. I deal with accounts daily and personally would not have the time or resources to pursue a ten year old debt for $33.50 when I can not provide the customer proof of that debt and have done business with them more recently and successfully. Columbia does not deserve to be a member of the Revdex.com.

Business

Response:

Dear [redacted], 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 take seriously any complaints we receive. During a review of the complaint on November 20, 2015, the $33.53 was removed from Mr. [redacted]'s account. Should you have questions or require additional information please do not hesitate to contact me. Sincerely, [redacted] Columbia Gas of Virginia

Columbia Gas is not concerned at all about their customer's. The only thing that Columbia Gas is concerned about is pulling every dollar they can out of their customers wallets! Beware, if you get your gas cut of because of a past due bill, you will have to pay the past due amount, plus $75 to turn the gas back on, and if you don't want to wait their minimum of 3 days to turn it back on you will have to pay an additional $85 to get it restored sooner. This is a Gigantic Scam that Columbia Gas is running. I was required to wait from Friday to the next Thursday to get my service restored because I did not want to pay their additional $85 ransom to restore my service. If you have the option, I would consider a different gas provider for your gas service. [redacted] does not do this to their customers!!!

Review: June 11, 2014

To whom it may concern,

This letter is to dispute the validity of $179.53 that was put onto my Columbia Gas account [redacted] on the June 03, 2014 statement.

In June of 2008 I left another home I had with an outstanding balance of $179.53. The address to this residence is [redacted]. In January of 2013 I purchased a new residence at [redacted].

Columbia gas informed me in order to open this new account for the new residence, which I had to pay a deposit and the $179.53 on the old account from 2008. I agreed and paid $232.53 which covered the deposit and the outstanding amount from 2008.

We are in June of 2014 and I discover that Columbia Gas has charged on this 6/3/14 bill $179.53. I contacted Columbia gas to find out what this charge was for and why didn’t someone contact me? After 2 hours on the phone Columbia Gas determined they had made an error and never credited the old bill from [redacted]. Their error went un-noticed by them for another year and a half. Still unknown by me that there was any errors made. They had credited the new account and the money was being credited towards my future bills.

I paid the old account in full in January 2013 but Columbia Gas messed up and did not transfer the amount to the old bill. These two accounts were separate and still should be treated as such. The bill from 2008 has reached the statute of limitations and therefor I know that Columbia gas cannot legally collect on that old debt.

Please let me know how Columbia Gas would like to proceed. I will be seeking legal counsel and I also will file a report with the BB.

Thank you, [redacted]Desired Settlement: Because Columbia Gas of Virginia has passed the statute of limitations of 5 years for collecting a debt, they should not be able to collect it again. I paid the account off in full and their error has caused them to misappropriate the funds. This is not my error nor should I be held responsible to pay again.

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.

Upon review of [redacted] concerns our investigation revealed there was a gas service termination at [redacted] on June 9, 2008 and she left an unpaid balance of $179.53 on this account. On November 13,2012, [redacted] contacted Columbia Gas to establish new gas service at [redacted] and was advised of a past due balance in amount of $179.53. This amount would need to be satisfied before new gas service could be established. [redacted] made payment of the $179.53 on January 14,2013 and an order for new gas service was established. Due to a processing error on our part, this payment was not linked to the existing account which put [redacted] account into a collection status. We have linked the payment to the existing account to satisfy the debt and ceased all collection efforts. When [redacted] called us on April 23,2014, we explained this to her and she was satisfied with the results.

We apologize for any inconvenience [redacted] experienced as a result of this matter. 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 [redacted]. Please visit our website at www.columbiagasva.com for more information.

Should you have any 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.

Columbia Gas has since charged me the amount again due to their error. They did not credit the correct account so therefor the money I paid was applied incorrectly and has left an outstanding balance. They credited the amount to the new account and are not saying that I have to pay the amount again. I have been on their budget payment for 2 years now and this is not the issue. They are trying to collect on an old debt that was past the 5 years statute of limitations. They have linked teh accounts and now it is showing I owe the money again. The admitted they have made an error and therefor I should not be liable for their mistakes.

Regards,

Review: When I first set up service I was told my deposit would be 300.00. when my bill came the deposit amount was 371.00. I called the company and they said they would listen to the voice recording and call me back. After waiting a week I called them back since they didn't call me. they said the recording states it was 371 but they said I could not listen to the recording to see if it was stated clearly enough for me to understand. I could be wrong but I truly believe I was told 300 for a deposit .I have already paid 250. I'm disputing the extra 71.00Desired Settlement: I would like the 71.00 taken off my deposit or I want to here the recording of the deposit agreement.

Business

Response:

Dear [redacted], Thank you for contacting Columbia Gas of

Virginia. 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] about her recent gas service

connection. When a service connection occurs, a security deposit is sometimes

requested from the customer depending on their payment history and other

factors.· The call center representative clearly advised Ms. [redacted] of the

$371 security deposit. To date, she has paid $250 of the security deposit.

Should you have questions or require additional information please do not

hesitate to contact me. Sincerely,

Consumer

Response:

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

Review: On 1 July 2013 I had Columbia Gas run a gas line and install a meter from the street to my home. They came, knocked on door around 8:30 am. Dug a trench a good part of the ways for about 2 to 21/2 hours, it rained a little bit and they left. I heard one of the guys yell when they were out there, so I knew something had happened. Around 9:00pm that evening I noticed a change in my homes temperature. While they were there they damaged my AC Unit. I peeped around the side of the house, I didn't go to see because of the softness of the ground. They came back 2 July 2013 to complete the job. They did not ring the bell at all this time, I just happen to hear them outside. They completed the job and left. I went out a little later and saw the damage they caused.The unit had a little mud left on the side, at the top side is a slight dent, on top I see a couple of bents in the covering spokes. A coupling is loose from the unit and from one of the cables running up the side of the house. The metal casing covering the wires running up the side of the house is dent in and have mud on it. I took pictures of the damage.On 3 July 2013 I called Columbia Gas and reported the problem. I was told someone would contact me within 24 hours. Being that the next day was the 4th of July I gave it until after 12:00pm on the 5 July 2013. No one had called so I called the New Business Representative, [redacted]. [redacted] is the Rep I spoke with to get the gas line installed. I told her what had occurred and that I reported it on the 3 July 2013. No one had returned my call. [redacted] took the information and said she would process another order to be sure it was received. She told me someone should contact me by Tuesday the 9 July 2013.I received a call from a young lady ([redacted]) at Columbia Gas at 11:12 am on 9 July 2013. She said she would get her inspector out to check the damage. She called me back at 11:26 am and said her inspector had been out with the guy that did the work and he did not see anything wrong. I called the main number to Columbia Gas back about 12:40pm, I spoke with a young man ([redacted]). He checked for me and said the Integrations department was sending someone back out today 9 July 2013. I was home with door slightly opened until after 5:00 pm, no one came out.10 July 2013 I called Columbia Gas back around 10:25am. I spoke with a young man ([redacted]), he asked me to hold on for about six minutes, he came back. [redacted] said someone would be out today and take pictures and get in contact with me. At 3:48pm I received a call from [redacted] stating that she sent someone out. She said they took pictures and they said they only dug around the AC unit with the hand shovels. No one came to my door, I was home. [redacted] said they were not going to take care of the problem and neither was the contractor.If you are able to help me get this resolved I would appreciate it, or if you could direct me to someone who might be able to help I'd appreciate it very much. Thank You[redacted]Desired Settlement: I would like my unit repaired so that I will have air back in my home. I had just had a new fan and motor installed in the unit a few months back. The AC unit was working fine. My fingers and feet are swelling off and on and I am not resting well at night.