Columbia Gas of Virginia

Dear [redacted] , Thank you for contacting Columbia Gas of Virginia with regard to the above-listed matterOur goal is to provide our customers with quality service As a courtesy, we will remove the $pilot relighting fee It is our sincerest hope to have satisfied the concerns of [redacted] We will continue to work to regain her confidence by continuing to deliver safe, reliable natural gas service Sincerely, [redacted]

Thank you for contacting Columbia Gas of Virginia regarding the concerns of Ms [redacted] experience with Columbia Gas of Virginia It is always our goal to ensure the best possible service to our customers, and we take any complaints we receive seriouslyMs [redacted] has had service with Columbia Gas since 11/22/At the time she requested service, she was notified of a required $security depositMs [redacted] has made two payments, one on 1/6/for $313.55, of which $was credited to her account for the security deposit and $was credited to her account for the current budget paymentThe second payment was on 1/19/for $311.00, of which $was credited to her account for the security deposit and $was credited to her account for the current budget paymentWith the second payment, her security deposit was paid in full, and her account had a past due amount of $and a current amount due of $219.73, totaling $A Columbia Gas representative was able to speak to Ms***, and explain the situation to herDue to her good payment history so far, and the confusion surrounding the security deposit, Columbia Gas has credited Ms [redacted] back her security deposit of [redacted] and her current balance is now a credit of [redacted] Please let me know if you have any questions or concernsSincerely, Kristine J [redacted] Manager – Communications & Community Relations

Thank you for contacting Columbia Gas of Virginia regarding the concerns of [redacted] experience with Columbia Gas of Virginia It is always our goal to ensure the best possible service to our customers, and we take any complaints we receive seriouslyBelow is a timeline of what has transpired03/27/17: Company mailed the customer the monthly bill, which also indicated a termination notice The billing message stated "Termination Notice Your account is past-due in the amount of $ Payment in this amount must be posted to your account by April 7, Your gas service is scheduled for shut-off on or after April 10, 2017." (see attachment) A courtesy call was attempted, however the company did not have a valid phone number on file for the customer, so the calls were unsuccessful 04/10/17: Company received payment of $(the minimum amount to stop termination on the scheduled day of shut off.) 04/26/17: Company mailed the customer the monthly bill, which also indicated a termination notice The billing message stated "Termination Notice Your account is past-due in the amount of $ Payment in this amount must be posted to your account by May 9, Your gas service is scheduled for shut-off on or after May 10, 2017." (see attachment) A courtesy call was attempted, however the company did not have a valid phone number on file for the customer, so the calls were unsuccessful 05/15/17: Company credited [redacted] to the customer's account as a result of the final order in Columbia's base rate case As a result, the customer's arrears balance is now $ 05/22/17: No payment was received, and gas service was terminated at 1:PM for non-payment A post termination notice was left at the premise At 4:PM, customer called to pay to have service restored Customer paid a total of $for restoration ($arrears balance + $initial security deposit installment + $pilot light fee.) Company agreed to bill the $reconnect fee Company advised customer that first available appointment to restore service would be on 05/26/17, however to adhere to the three day rule the Company could override the schedule and offer 05/25/instead The customer stated that 05/26/would actually work better The order to restore service was scheduled for 05/26/for a time slot between 2:to 4: Customer was satisfied Later the same day, at 4:PM, the customer called back in requesting an earlier date for service to be restored The customer was again advised that 05/25/was the first available, however service could be restored on 05/23/if the customer paid a $priority fee The customer agreed and paid the $fee immediately The order was rescheduled for 05/23/for an all-day appointment 05/23/17: Customer called Company at 4:PM inquiring into why tech has not yet arrived to restore gas service Company call center rep researched the account and found that the representative who took the call at 4:PM on 05/22/never updated the pending order from 05/26/to 05/23/ Company apologized for the error and advised the customer that the soonest available would be the next day, 05/24/ The call was escalated to a supervisor The supervisor reiterated the same The customer was very upset, but accepted the 05/24/date and requested a morning appointmentThe customer was then advised that the order was notated, but there was no guarantee that it would be worked in the morning, it could be anytime throughout the day 05/24/17: Customer called Company at 7:AM wanting to know when tech would arrive to restore gas service Call center representative advised the customer that the Company could not guarantee it would be done in the morning, and the customer was very upset Customer called back at 10:AM wanting to know when tech would arrive to restore gas service Call center representative advised the customer that their order is to be worked ASAP, however there is an emergency in the area, the Company was not able to give a specific timeCustomer requested the $priority fee to be refunded Company advised customer that $fee would be credited back to the accountCompany supervisor attempted to call customer at 12:PM, no answer, left voicemail to return call Customer called Company at 12:PM stating he wants his services on immediately Company advised customer that the Company had numerous emergency calls today and are attempting to get to him ASAP Call was escalated to a supervisor Supervisor again apologized and advised that order is still scheduled to be worked today Company tech arrived on site to restore service at 2:PM, service was restored and appliances were relitI sincerely apologize for Mr [redacted] ’ experience with Columbia GasThe priority fee of $has already been refunded, and the Company has also credited Mr [redacted] $atonement for the delay in getting his service restoredThe situation is under review and retraining of employees will occur in the near futurePlease let me know if you have any questions or concernsSincerely, Kristine J [redacted] Manager – Communications & Community Relations

Dear [redacted] ,Thank you for contacting Columbia Gas of Virginia with regard to the concerns of [redacted] [redacted] It is always our goal to ensure the best possible service to our customers, and we takeseriously any complaints we receiveOur investigation revealed that the call center personnel followed appropriate policy with regard to a recent service terminationAs a gesture of good faith, we will waive the remaining security depositAdditionally, we will provide a $atonement as a credit to [redacted] 's accountWe 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 timeAdditionally, we offervarious payment options available to our customers such as Checkfree, on line payment, and Bill MatrixPlease 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] ***

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 receiveWe have investigated the concerns of Ms [redacted] with regard to a service terminationMs [redacted] ' s gas service was terminated for non-payment on March When a tennination occurs, a security deposit and reconnect fee is requested from the customerIn addition to the security deposit and reconnection fee, there are other fees associated with reconnection such as an optional $priority fee to restore service the next business dayThese, 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.comMs [redacted] 's gas service was restored on March As a courtesy we have waived the $priority feeWe apologize for the difficulty Ms [redacted] experienced as a result of this incidentWe will continue to work to regain his cooiidence by continuing to deliver safe, reliable natural gas serviceSincerely, Columbia Gas of Virginia

Thank you for contacting Columbia Gas of Virginia regarding the concerns of Ms [redacted] experience with Columbia Gas of Virginia It is always our goal to ensure the best possible service to our customers, and we take any complaints we receive seriouslyMs [redacted] has had service with Columbia Gas since 11/22/At the time she requested service, she was notified of a required $ [redacted] security depositMs [redacted] has made two payments, one on 1/6/for $ [redacted] , of which $***was credited to her account for the security deposit and $*** was credited to her account for the current budget paymentThe second payment was on 1/19/for $***.00, of which $***was credited to her account for the security deposit and $***was credited to her account for the current budget paymentWith the second payment, her security deposit was paid in full, and her account had a past due amount of $ [redacted] and a current amount due of $***, totaling $***A Columbia Gas representative was able to speak to Ms***, and explain the situation to herDue to her good payment history so far, and the confusion surrounding the security deposit, Columbia Gas has credited Ms [redacted] back her security deposit of [redacted] and her current balance is now a credit of [redacted] Please let me know if you have any questions or concernsSincerely, Kristine J [redacted] Manager – Communications & Community Relations

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

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Part of the current balance of $showing in my account is an installment of the security deposit, which is $The usage reflected in my current bill is $I have no problem with that amountIt is the third security deposit installment in the amount of $102, which has not been paid to them, that I would like waived completelyThis is the only solution I will accept to resolve this complaintThe resolution I seek will bring my current balance to $189.68, which is the usage portion of my latest billI will be happy to pay that in full, without an installment agreement Regards, [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 takeseriously any complaints we receive.A recent investigation revealed that Mr [redacted] contacted Columbia Gas of Virginia (CGV) onAugust to request an upgraded gas service line and meterWe met with Mr [redacted] onAugust to complete a survey to determine the necessary steps to complete the workUponreview 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 days, pending the permit requestsHowever, recentinclement weather delayed the completion of the workThe new service line and meter wasinstalled on October 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

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 receiveWe have investigated the concerns of Ms [redacted] with regard to a service terminationMs [redacted] ' s gas service was terminated for non-payment on March When a tennination occurs, a security deposit and reconnect fee is requested from the customerIn addition to the security deposit and reconnection fee, there are other fees associated with reconnection such as an optional $priority fee to restore service the next business dayThese, 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.comMs [redacted] 's gas service was restored on March As a courtesy we have waived the $priority feeWe apologize for the difficulty Ms [redacted] experienced as a result of this incidentWe will continue to work to regain his cooiidence by continuing to deliver safe, reliable natural gas serviceSincerely, Columbia Gas of Virginia

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] The customer contacted Revdex.com about this because she had not been contacting by the business to address this with their builder

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

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 terminationWhen a terminationoccurs, a security deposit and reconnect fee is requested from the customerThe security deposit is determinedby the two highest winter bills usage from the previous yearThese 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 timeAdditionally, we offer various payment options available to our customerssuch as Checkfree, on line payment, and Bill MatrixPlease visit our website at [redacted] formore information.Should you have questions or require additional information please do not hesitate to contact me

Thank you for contacting Columbia Gas of Virginia regarding the concerns of Mr [redacted] experience with Columbia Gas of Virginia It is always our goal to ensure the best possible service to our customers, and we take any complaints we receive seriously.On September 9, Columbia Gas issued a termination notice to Mr [redacted] for an unpaid balance of $**.**, with a termination date of September 30, This termination notice amount represented unpaid bills for the past four months and no payments made to the account since May Additionally, no payments were made to the account prior to the September 30th due date, consequently, the Company shut off gas service to the customer’s residence on October 4, 2016.On October 4th, Mr [redacted] contacted the Company to inquire why the gas service was shut off, and acknowledged that he was aware that he did not make paymentColumbia personnel reviewed his payment history on the account and the reason for the terminationAt the conclusion of this discussion Mr [redacted] paid the unpaid balance and all necessary reconnection charges to have the gas service restored.While scheduling the reconnection order, the Company initially scheduled the order for Friday, October 7, When Mr [redacted] was not pleased with having to wait the additional days to have the order worked, the Company offered to work the order sooner, if Mr [redacted] was willing to pay a priority fee of $**.00---which he agreed to payThe order was re-scheduled for Thursday, October 6th, 2016.After carefully reviewing Mr [redacted] circumstances, the Company will apply, as a one time courtesy, the $**priority service fee paid, to his utility service account.It is important to note that all charges and fees requested by Columbia were made in accordance with the Company’s tariff and approved by the Virginia State Corporation Commission (SCC).Please let me know if you have any further questions or concerns

Re: BBB 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]

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

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 matterOur investigation revealedthat when Mrs [redacted] ***, Mr.***'s wife, called Columbia Gas to determine jf the newtenant had called to transfer serviceinto their name, she was given misinformationShe was toldthe final calculated bill is correctbecause the company read it at the local distributionofficeHowever, 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 $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 receivedThe 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 chargeAdditional,Columbia Gas provided Mrs [redacted] with a $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]

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!!!

Thank you for contacting Columbia Gas of Virginia regarding the concerns of [redacted] experience with Columbia Gas of Virginia It is always our goal to ensure the best possible service to our customers, and we take any complaints we receive seriouslyI apologize for the delay in responding – I wanted to make sure a thorough review of the situation was completedOn 2/3/17, the same read from Ms [redacted] meter (***) was obtained as the previous read on 1/5/Due to this, on 2/6/17, Columbia Gas requested the customer contact the company on to obtain an updated list of equipment, due to the inconsistent usage at the propertyThe customer contacted the company on 2/14/and, from that call, the company determined that it needed to inspect the meter to ensure it was working properlyOn 2/16/17, that inspection took place, and the meter was switched out with a new oneColumbia Gas rebilled the customer for unbilled utility service during the time the meter was not working properly, based on prior usage at that service address, normalized for weatherOn 2/21/17, Ms [redacted] called the company, upset about the billing adjustment, and was offered a 10% discount for conservation efforts that could have been made if the customer was aware of the total gas they were using, which the customer declinedPer our tariff in Section 2.1(i)(c), attached to this response and approved by the [redacted] , in the event any measuring equipment is out of service, previous recordings through such equipment shall be estimated using (c) by estimating the quantity of delivery based on deliveries during periods under similar conditions and any other relevant metering dataThe meter is next scheduled to be read on 3/6/Columbia Gas would like to offer a 30% adjustment on consumption during the time the meter was not working, based on the approved tariff calculation, as outlined aboveA company representative will determine the amount of the adjustment after the meter has been read on 3/6/and I will update this response at that time, including a calculation of that adjustment and the calculation of the estimated consumptionPlease let me know if you have any questions or concernsSincerely, Kristine J [redacted] Manager – Communications & Community Relations

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 receiveDuring a review of the complaint on November 20, 2015, the $was removed from Mr [redacted] 's accountShould you have questions or require additional information please do not hesitate to contact meSincerely, [redacted] Columbia Gas of Virginia