Columbia Gas of Virginia

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

[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: [redacted] Regards, [redacted]

Dear [redacted] , Thank you for contacting Columbia Gas of Virginia with regard to the above-listed matterIt 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, and she left an unpaid balance of $on this accountOn 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 $This amount would need to be satisfied before new gas service could be established [redacted] made payment of the $on January 14,and an order for new gas service was establishedDue to a processing error on our part, this payment was not linked to the existing account which put [redacted] account into a collection statusWe have linked the payment to the existing account to satisfy the debt and ceased all collection effortsWhen [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 matterWe 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 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, [redacted] Columbia Gas Of Virginia

[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: [redacted] Regards, [redacted] ***

Dear [redacted] ,Thank you for contacting Columbia Gas of Virginia with regard to the concerns of [redacted] ***.It is always our goal to ensure the best possible service to our customers, and we take seriously any complaints we receiveThis complaint was also submitted to the Virginia State Corporation Commission (SCC) and that complaint has been closed [redacted] gas service was shut off for non-payment on 7/13/She paid the past due amount and the reconnect fee on /15/and was scheduled for reconnection on 7/18/During the reconnection safety check, a potential safety issue was found and the customer was notified that the issue needed to be resolved before her service could be restoredOnce the company was notified that the safety issue had been resolved, several attempts were made to contact the customer on 7//and 7/22/Additionally, a representative from the SCC also attempted to contact the customer several timesAfter the customer returned the calls to the company on 7/22/16, service was restored that same dayThe company takes any potential safety concern seriously and could not restore service until it was safe to do soThe repairs were to the customer's equipment and not to the company's equipmentDue to this, the company will not refund the cost of those repairsShould you have questions or require additional information please do not hesitate to contact me

Thank you Columbia gas has adjusted my deposit and fixed the problemI am satisfied with the outcome

Thank you for contacting Columbia Gas regarding Mr [redacted] concernsThe time frame for a customer to receive a credit balance on their final bill is within thirty days of the final bill dateThis gives the company time to determine if any return payments are received on the account and to make the necessary correctionsMr [redacted] credit balance was due to a security deposit refund to the accountWe have requested Mr [redacted] credit balance of [redacted] to be processed and mailed to the address on file [redacted] , and Mr [redacted] should receive a check within two weeks from todayWe will make sure all agents are aware of the correct process for refunding credit balances on final bills.Please let me know if you have any questions or concerns

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 take seriously any complaints we receiveWe have investigated the matter and concluded that the customer contact center personnel followed all appropriate procedures with regard to a service termination on May When Ms [redacted] called in to restore her gas service on May 18, she was offered a 30-minute call ahead time in which she declinedWe apologize for any inconvenience Ms [redacted] has experienced as a result of this matter.We encourage Ms [redacted] to enroll in the Budget Payment Plan by calling us at [redacted] *** [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 offer various payment options available to our customers such a Checkfree, on line payment, and Bill MatrixPlease visit our website at [redacted] for more informationShould you have questions or require additional information please do not hesitate to contact me.Sincerely,

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

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