Spire

Laclede Gas Company...

                                        ...⇄ Community Services Department                                         ...⇄ Revdex.com Received 04/17/17                                         ...⇄ CASD Investigator: [redacted] ________________________________________________________________________________...⇄         Customer Info:                Account ID: [redacted]                                   Complaint ID: [redacted]                                         ...⇄                                                            ...⇄    Rate: GH Residential                                   ________________________________________________________________________________...⇄ Comments / Resolution: Mr. [redacted] filed a complaint with the Revdex.com stating for years he has repeatedly asked Laclede gas to send someone out to check his meter to see if it's running correctly.  Mr. [redacted] has always been told that the meter was running correctly with the exception of two times.   ·        The meter was broken and not working at all; at which time he asked how he was being billed if the meter wasn't working and was advised by Laclede that he was being billed based off his prior years bills. ·        Laclede changed the meter and he believes the last meter change has given him a meter that logs his usage in error, or at least runs faster than it should be and therefore is overcharging him   Mr. [redacted] stated that his neighbors use the same services and are not charged as much; he is single and home sporadically and his neighbors are multi person families and use their service more than he does.   Upon receipt of the complaint I forwarded Mr. [redacted]’s concerns to a Meter Reading & Billing Analyst for review. He stated that the Automated Meter Reading (AMR) devise appear in to be in order; nothing stands out as unusual.  CIS archives were pulled since Mr. [redacted]_ has been here since 2004 and the usage is fairly consistent year to year.  There were 3 manual reads in 2014 were the meter was in line with the AMR reads.  Please see the attached bills that shows he is being billed based on actual usage and not estimated.    Account Details:   A review of Mr. [redacted]’s gas account records determined that he started service on 11/14/04; the meter was changed on 08/24/11 there is no record that Mr. [redacted] has called in regarding any meter or billing concerns.  The last time Mr. [redacted] contacted the Company was on 06/12/14 to verify his payments were being paid electronically.   On 04/20/17, I left a message for Mr. [redacted] requesting that he call me directly to discuss his account.  As of today Mr. [redacted] has not returned the call.   Distribution:  [redacted], Revdex.com, File   THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Initial Business Response /* (1000, 7, 2016/01/27) */
Laclede Gas Company
Community Services Department
Revdex.com
Received: 01/13/2016
CASD Supervisor: [redacted] ___________________________________________________________________________
Customer Info: Account ID:...

XXXXXXXXXX Rate: GH Residential Complaint ID: XXXXXXX
Comments / Resolution:
Mr. [redacted] complaint filed with the Revdex.com is concerning a high bill. He stated that he received a bill in the amount of $400.00 for the billing period of 11/10/15 to 12/10/15; he has been at the premise for 8 years and previously during the same billing periods his bills were $212.00. Mr. [redacted] states that this has been a warm winter and he keeps his thermostat on 69 degrees. He contacted the Company and was advised that his meter was changed because it was not working properly. After the billing was investigated the charges increased to $742.13.
To resolve his complaint, Mr. [redacted] wants his account adjusted and the charges lowered to under $100.00; he wants this matter investigated.
Upon reviewing the records for Mr. [redacted] account, I discovered that on 01/13/16 the matter had already been resolved by a Customer Service Supervisor and the charges had been adjusted. The Customer Service Supervisor explained in detail that the catch-up that he received should have been sent after AMR was reprogrammed 07/21/2015; however the system erroneously issued estimated bills rather than producing the catch-up bill sooner.
Account Details:
On 12/10/15, Mr. [redacted] meter was changed and a catch-up bill was rendered in the amount of $416.01.
On 12/31/15, Mr. [redacted] contacted the Customer Service Department inquiring about the high bill. The Representative scheduled a meter reading.
On 01/04/16, the meter was read.
On 01/05/16, Mr. [redacted] contacted the Customer Service Department and was advised that prior to the meter change the last 5 bills were estimated.
Later on 01/05/16, a Billing Supervisor reviewed the account and stated that billing needed correcting from 01/11/15 to 12/10/15 which generated a bill in the amount of $876.18.
On 01/09/16, Mr. [redacted] contacted the Customer Service Department he requested that his bills from 01/2014 to 12/2015 be e-mailed to him. Mr. [redacted] also requested that a Supervisor contact him regarding this billing matter.
The Billing Supervisor reviewed the account again and stated that the problem was with the AMR not the meter. He reviewed the AMR readings and the issue has been longer than 1 year; the corrected billing was billed on 12/10/15 reflecting that the usage was from 11/11/15 to 12/10/15. When the billing was corrected to spread the usage from 01/11/15 to 11/10/15 the billing increased; so the bill was cancelled and Mr. [redacted] was charged for the lesser amount since it was in his favor.
On 01/13/16, The Customer Service Supervisor called Mr. [redacted] and explained the catch-up billing in detail. Mr. [redacted] understood. The Supervisor e-mailed Mr. [redacted] his bills from 09/2012/ to current.

Distribution: [redacted] Revdex.com, File
THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

I emailed proof of ownership July 3rd and have not heard back. I was supposed to receive a check by the week of July 3rd.

...

                                        ...⇄ Laclede Gas Company                                         ...⇄ Community Services Department                                         ...⇄ Revdex.com                                         ...⇄ CASD Investigator: [redacted] ____________________________________________________________________________         Customer Info:                Account ID: [redacted]                                          Complaint ID: [redacted]                                         ...⇄                                                            ...⇄    Rate: GH Residential                                   ___________________________________________________________________________    Comments / Resolution:   Ms. [redacted]’s complaint filed with the Revdex.com is concerning the level of customer service she received after she contacted the Company regarding the receipt of a bill for over $600.00 during the month of November for October usage.  Ms. [redacted] described several instances wherein orders to read her meter were scheduled but the technicians failed to show at the appointed time and her request to cancel orders were mishandled.  Ms. [redacted] also described an issue with the automated telephone call system; it gave her the option of receiving a call back and when she attempted to enter her number, the call was disconnected.  Ms. [redacted] stated that prior to filing her Revdex.com complaint, she made a final attempt to contact the Company regarding this matter the but the CSR who she spoke to was not helpful and kept placing her on hold.  She requested to speak to a Supervisor and was assured that someone would call her back.   Ms. [redacted] stated that as of the date her Revdex.com complaint was filed, 12/6/16, no one had contacted her.  To resolve her complaint, she requested an explanation of the bill, as well as what was the outcome of the 3 readings obtained by the technicians.  She also wants assurance that any late fees assessed on her account will be removed and wants to know how much her bill is so that she can pay it.   Investigation Results:   My investigation of Ms. [redacted]’s complaint revealed that on 10/14/16, a bill was rendered on her account in the amount of $616.02 for service from 9/1/16 – 10/2/16. This bill was the result of what would later be confirmed as an undercharge occurring on the account due to her AMR module failing to consistently transmit accurate meter readings.   A review of Ms. [redacted]’s historical usage, as well as the bills rendered on the account when the undercharge was occurring, reflects that the AMR started slowing down around December 2014.  According to Company records, on 10/18/2012, a Laclede technician visited the premise to investigate a gas odor and while there, he obtained readings from the AMR and meter and although they were not exactly in line, the readings were very close; the AMR read was X1914 and the meter read was X1933. The AMR daily read file following the 2012 visit shows that AMR reads advanced at a reasonable pace until on or about December 23, 2014 when it appears AMR registered usage slower, but did not stop.   The readings also indicate that the AMR continued registering at a slower pace until July 31, 2016, at which time zero usage began to register, which prompted the Company to refer the account to Landis & Gyr (L&G) on August 22, 2016.  L&G visited the premise on September 8, 2016 and replaced the AMR module, which led to the catch up bill that was rendered on the account on 10/14/16.  However, the undercharge was erroneously billed all in 1 month; the usage should have been spread over a 12 month period. Ms. [redacted] contacted the Company on numerous occasions attempting to resolve her billing dispute but calls were mishandled by the CSRs, leading to unnecessary meter reading appointments being scheduled on the account and incorrect billing explanations being provided. Note:  I have referred the contacts the to the Manager of the Customer Service Department for review with each of the employees so that they can be coached for better performance.   On 12/15/16, I contacted Ms. [redacted] and explained the above information to her.  I provided her with a spreadsheet reflecting her historical usage as well as the bills rendered on the account when the undercharge was occurring so that she could review and compare the bills.  Ms. [redacted] was also provided with a print out of the AMR daily read file following the 2012 visit which shows that AMR reads advanced at a reasonable pace until on or about December 23, 2014 when it appears AMR registered usage slower, but did not stop.   I explained the account was rebilled to spread the usage over a 1 year period and at the time of the adjustment, she was given an allowance of 304 CCF, which resulted in a credit of $184.32.  The balance due after the adjustment and/or current bill was rendered was $478.04.  However, due to the inconvenience Ms. [redacted] incurred, I issued an additional 25% allowance on the bill reducing the balance due to $358.04.  On 12/20/16, upon following up with Ms. [redacted] and clarifying the information, payment arrangements were established on the account for 12 months, billing the $358.04 in 11 installments of $29.83, 1 @ $30.00 a month, plus the current charges until paid in full.  Ms. [redacted] was satisfied with the resolution of her complaint and thanked me for assisting her in resolving this matter.  Distribution:  [redacted], Revdex.com, File             THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Tell us why here...
Laclede Gas...

Company
                                        ...⇄ Community Services Department
                                        ...⇄ Revdex.com
                                        ...⇄ CASD Investigator: [redacted]
____________________________________________________________________________
       Customer Info:         Account ID: [redacted]                Complaint ID: [redacted]                                                                                     ...⇄ Rate: GH Residential       
___________________________________________________________________________
Comments / Resolution:
 
Ms. [redacted]s (Ms. [redacted] complaint filed with the Revdex.com is concerning transferred balance in the amount of $259.91 from [redacted] that has been in her family for 23 years.  Another debt in the amount of $547.20 transferred increasing her balance to $1,033.55; the Company is requesting her to pay $407.20 to avoid disconnection. Ms. [redacted] states she received a pledge from [redacted] for $140.00 and [redacted] for $100.00 but her gas service was still disconnected on 06/16/16.
 
To resolve her complaint, Ms. [redacted] is requesting credit for her pledges, the transferred charges be reversed and her service restored.
 
Upon reviewing the account I found that Ms. [redacted] filed a complaint with the Revdex.com and MPSC regarding the same.  This matter has been addressed and explained in detail to Ms. [redacted]. 
 
Investigation Results:
 
My investigation of Ms. [redacted]’s complaint revealed the following:
 
Upon receipt of the complaint I found that the transferred balance was from an account that was in Ms. [redacted]’s name from 11/07; the gas service was disconnected in 2008; the debt remained unpaid.  I reviewed the archives and the debt as well as the transferred balance in 2008 and the amount is $796.92.  I questioned the Representative that transferred part of the debt ($256.53) and she advised me that she transferred $256.53 erroneously because the system did reflect $796.92.  I have requested that the full amount be transferred since it is an unpaid debt for gas that was used by Ms. [redacted].  I reached out to CAASTLC to see if Ms. [redacted] qualifies for assistance.
 
([redacted])
 
On 11/07/07, gas service was established for Ms. [redacted].
On 04/30/08, Ms. [redacted]_ contacted the Customer service Department inquiring about the amount needed to avoid disconnection.
On 05/13/08, the gas service was disconnected for non-payment ($726.24).
On 05/19/08, a final bill was rendered in the amount of $796.92.
On 05/30/08, Ms. [redacted]_ inquired about the amount needed for reconnection.
On 07/02/08, the account was forwarded to an outside collection agency.
On 07/05/08, Ms. [redacted]_ contacted the Customer Service Department stating she was moving.  The Representative advised her that the gas had been off since 05/13/08.
 
([redacted]
 
o    NOTE: On 12/09/92, gas service was established for [redacted] (mother).
 
·         On 06/17/15, the gas service was disconnected for non-payment.
·         On 06/18/15, a final bill was rendered in the amount of $283.53.
·         On 07/02/15, a late fee in the amount of $4.11 was assessed increasing the balance to $287.64.
·         On 07/27/15, a payment in the amount posted lowering the balance to $237.64.
·         On 08/28/15, a Ms. [redacted] made a payment in the amount of $237.64; she requested the gas service be placed in her name since her mother had Alzheimer’s.
·         On 08/29/15, gas service at [redacted]. was established for Ms. [redacted]_ erroneously a un paid debt in the amount of $796.92 from an account that closed in 2008 from [redacted] Dr. did not transfer to her active account at [redacted].
·         On 04/07/16, an agency called in to inquire about the amount needed to avoid disconnection.  The Representative entered Ms. [redacted]_ social security number and the account with the unpaid debt also pulled up.  The Representative noted that she was transferring the write off debt and transferred $256.53.
·         On 04/18/16, Ms. [redacted] contacted the Customer Service Department disputing the transferred debt. Ms. [redacted] advised the Representative that there was a group of people at [redacted] stealing gas.  The Representative advised her to file a police report.  Ms. [redacted] requested to speak to a Supervisor.
·         On 04/25/16 Ms. [redacted]_ called the Customer Service Department disputing the charges.  The Representative advised her that the account was in her name, Ms. [redacted]_ stated that the neighbors also stole her electric and cable.  The Representative advised her to file a police report.
·         On 05/09/16, Ms. [redacted] filed a complaint with the Revdex.com.
·         On 05/13/16, I left a detailed message for Ms. [redacted]_ and explained the above information to her in detail.  I explained that the amount that should have transferred was $796.62 and not $256.53; I have reached out to [redacted] to see if Ms. [redacted] is eligible for assistance; if she is not eligible we can establish long term arrangements.
·         On 05/18/16, [redacted] was unable to assist since she was not in threat of disconnection at that time.
·         On 05/18/16, the remaining $540.39 transferred.
·         On 05/31/16, the severance process was started on the account; a notice was mailed warning that the service would disconnected unless a minimum payment of $407.70 was received on or by 06/14/16; the amount due was $994.17.
·         On 06/09/16, a bill was rendered reflecting an account balance of $1,033.55.  The bill warned Ms. [redacted] that her account was in threat of disconnection.
·         On 06/09/16, a 96-Hour notice was mailed warning that the service was still in threat of being disconnected for non-payment.
·         On 06/13/16, Ms. [redacted]_ contacted the Customer Service Department inquiring about her account balance of $1,033.55.  Ms. [redacted] advised the Representative that her neighbors were stealing gas was the reason for her high balance; she requested that the Representative send someone out to verify the diversion from 2008.  The Representative advised her that she was unable to send someone out to investigate diversion from 2008.  The Representative advised her that she needed to pay $407.70 to stop the disconnection.  Ms. [redacted] advised the Representative she could pay $100.00; the Representative advised her that if the service was disconnected she would need $583.16 ($252.79 gas + $150.00 reconnection fee + $62.00 reconnection fee) Ms. [redacted] disconnected the call. She should have been quoted $1,038.84 ($826.84 gas + $150.00 deposit + $62.00 reconnection fee).
o    Note: since she was quoted incorrect information, she can pay $583.16 to restore her service.
·         On 06/14/16, Ms. [redacted] contacted the Customer Service Department regarding charges that transferred from her previous address of [redacted].  The Representative advised her charges were unpaid so when she started new service the debt transferred.  The Representative attempted to explain the amount needed to stop the disconnection but Ms. [redacted] disconnected the call.     
·         On 06/16/16, the gas service was disconnected for non-payment.
·         On 06/17/16, Ms. [redacted] filed a complaint with the Missouri Public Service Commission.
o    Note: Effective 4/1/16, the Company started requiring all customers to pay 80% of their bill, as well as a flat $150.00 security deposit and $62.00 reconnection fee in advance to prior to restoring service.  The remaining 20% of the gas charges are due with the first bill rendered after the service is reconnected.
 
·         On 06/20/16, I called Ms. [redacted] and explained the above findings to her.  I apologized that the full unpaid balance from [redacted] did not transfer properly; I explained that this information was provided in 05/2016 when she filed a complaint with the Revdex.com.   Ms. [redacted]_ questioned her pledge payments not posting to her account.  I advised her that $140.30 from [redacted] posted on 04/25/16 (last payment made on the account) and [redacted] had not paid the $100.00 pledge.  I referred her back to that agency to inquire about when payment would be made.  Ms. [redacted] was upset with the information; she thanked me for calling her and disconnected the call.
 
 
 
Distribution:  [redacted], Revdex.com, File
 
THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Laclede Gas Company...

                                        ...⇄ Community Services Department                                         ...⇄ Revdex.com Received 07/19/17                                         ...⇄ CASD Investigator: [redacted] ________________________________________________________________________________...⇄         Customer Info:                 Account ID: [redacted]                                    Complaint ID: [redacted]                                         ...⇄                                                            ...⇄    Rate: GH Residential                                   ________________________________________________________________________________...⇄ Comments / Resolution:   Mr. [redacted] filed a complaint with the Revdex.com stating the gas service was disconnected on 07/19/17 for non-payment. He contacted the Company requesting the amount needed to restore the service and was advised of additional fees totaling $212.00 ($150.00 deposit + $62.00 reconnection fee).  Mr. [redacted] is upset because this is not repetitive for him and he believes the charges make it hard to have service restored.   o   NOTE: Effective 4/1/16, the Company’s policy for reconnection of the gas service due to disconnection for non-payment was changed.  All customers who fall into this category must pay their gas bill, along with an advanced security deposit of $150.00 and a $62.00 reconnection fee to have their gas restored.  Laclede Gas Company website explains in detail the charges; the disconnection notice outside of the Cold Weather Rule explains the deposit and the information are printed on the bill if the customer is in threat of disconnection.   Account Details:   ·        On 07/03/17, the severance process was started on the account.  A letter was sent advising them to pay $87.78 on or before 07/17/17 to stop the disconnection; the amount due was $132.03. The letter also mentions ways to pay to avoid disconnection and unnecessary fees. ·        On 07/11/17, a bill was rendered in the amount of $175.75. ·        On 07/12/17, a 96-Hour notice was sent reminding that service could be disconnected on or after 07/17/17 if $87.78 was not paid. ·        On 07/17/17, Mr. [redacted] contacted the Customer Service department inquiring about the disconnection; the Representative advised him that his balance was $175.75 and he needed to pay a minimum of $87.78 by close of business.  Mr. [redacted] stated he would pay by 10:00 AM. ·        On 07/19/17, the gas service was disconnected for non-payment. ·        On 07/19/17, Mr. [redacted] called inquiring about the amount he needed to pay to restore the gas service. The Representative advised him he needed 80% of the gas balance plus $150.00 deposit, the reconnection fee of $62.00 would be billed.  Mr. [redacted]_ was upset and requested to speak to a Supervisor. ·        On 07/19/17, the Supervisor advised Mr. [redacted] to pay $290.60 (80% + $150.00). Mr. [redacted] requested to speak to another Supervisor; the call was transferred and he was again advised that the deposit was a valid charge.   On 07/19/17, I spoke to Mr. [redacted] and advised him that the charges are valid but as a customer service gesture and since he has a good pay history and low balance I would waive the deposit.  I advised him to pay the gas charges of $175.75 to restore the service; the $62.00 reconnection fee will be billed after the service is restored.  Ms. [redacted] thanked me for working with him.             Distribution:  [redacted], Revdex.com, File   THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Initial Business Response /* (1000, 5, 2015/12/17) */
Laclede Gas Company
Community Services Department
Revdex.com
Received: 12/14/15
CASD Supervisor: [redacted] ___________________________________________________________________________
Customer Info: Account ID:...

XXXXXXXXXX Rate: GH Residential Complaint ID: XXXXXXX
Comments / Resolution:
Mr. [redacted] complaint filed with the Revdex.com is concerning budget billing. He stated that he receive no paperwork about what the amount would be. In August 2015, he got off budget billing and his bill has not been adjusted at all. During the summer, he was paying $110.00 per month when he was on budget billing but he as only using about $30.00 worth of gas.
To resolve his complaint, Mr. [redacted] wants his account adjusted and he wants to be provided with written documentation.
Account Details:
A review of the records for Mr. [redacted] gas account determined the following.
As of 12/4/14, Mr. [redacted] gas account balance was $423.05; the budget amount due was $179.99.
On 12/24/14, a payment of $179.99 was posted to the account.
On 1/7/15, a bill was rendered reflecting a gas account balance of $394.73, the budget amount due was $64.93.
On 2/5/15, a bill was rendered reflecting a gas account balance of $546.91, the budget amount due was $130.80.
Beginning with the 3/5/15 bill, Mr. [redacted] monthly budget was increased from $64.93 a month to $130.00.
Note: Budget reviews are made periodically to avoid significant overpayment or underpayment on accounts. When making the even monthly payments, a credit will display on the account during the summer months which offsets the debits in the winter months.
His monthly budget remained at $130.00 a month through September 2015.
On 9/24/15, Mr. [redacted] cancelled budget billing on his account and at the time the budget was cancelled, he owed $395.88 on the budget plan; his gas account balance was $326.64, thus a credit refund was not warranted.
Note:
On 11/30/15, the severance process was started on his account and a notice was mailed warning that the service would be disconnected unless a minimum payment of $200.11 was received on or by 12/14/15.
On 12/4/15, his account cycle billed again; the gas account balance due was $342.25.
On 12/9/15, a 96-Hour notice was mailed warning that the service was still in threat of being disconnected for non-payment.
On 12/14/15, a payment of $200.00 was posted to the account.
On 12/17/15, per his request, a letter was placed in the mail to him explaining the above information. A spreadsheet depicting his budget billing and gas account balance history was also provided. Mr. [redacted] was provided with my contact information to call me if he has any further questions.
Distribution: [redacted] Revdex.com, File
THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Ms. [redacted] filed a complaint with the Revdex.com stating the following: She has a rental property at [redacted]. Her tenants were moving out and called Laclede Gas on 01/3/2017 to have the gas established at their new address. Ms. [redacted]_ called on 01/04/17 to have the gas bill put in her name; she...

spoke to a Representative ([redacted]) who advised her that before she could switch the gas to Ms. [redacted]_’s name she had to pay a past due bill in the amount of $144.88.  She paid the past due amount and was advised that there would be a $25.00 initiation fee and no one needed to be at the property.  On 01/07/17 she went to the property to do a walk through and check on the property; the house was cold inside so she called the gas company and was told that the gas was turned off instead of transferring to her name.  The Representative scheduled for a technician to come out to turn the gas back on; the technician checked and lit the furnace; he checked the hot water heater but did not light it.  Ms. [redacted]__ was not aware that when he went to the laundry room he had turned the water off on one of the coldest days of the year. She returned to the property on Sunday 01/08/17 and found that the pipes had busted from freezing; the carpet on the lower level and the mini blinds were ruined.   Ms. [redacted]_ believes that the gas should never have been shut off and the technician should not have turned off the water.  She called the claims person [redacted] and sent him a letter showing the amount she had to pay for the damages and explained that her tenant that were scheduled to move in was unable to move in.  She has not heard back from [redacted].   To resolve her complaint, Ms. [redacted] wants the Company to reimburse her due to this being Laclede Gas negligence.   Upon receipt of the complaint I forwarded Ms. [redacted]_’s concerns to [redacted] in the Claims Department and he stated that the gas was off when she called on 01/04/17.  The damage did not happen until after the gas was turned on and the technician did not light the water heater due to no water.    Investigation Details: My investigation of Ms. [redacted]’s complaint revealed the following:   ·        On 12/01/16, the previous tenant Ms. [redacted] called and scheduled to stop service at [redacted] on 01/03/17. ·        On 01/03/17, the gas service was turned off per Ms. [redacted]’s request. ·        On 01/04/17, Ms. [redacted]__ called to turn the service on at [redacted].  The Representative advised her to pay her past due balance of $144.88; Ms. [redacted]_ paid the past due charges.  These charges are for her current residence at [redacted]. The Representative advised her of the $25.00 initiation fee and scheduled the appointment for 01/05/17. I listened to the call and the Representative advised her incorrectly that she did not have to be home since the meter was outside.  Ms. [redacted]_ advised her that the water was off and she did not want the pipes to bust; the Representative advised her that she would put her number on the ticket in case the technician had issues. ·        On 01/05/17, the turn on was cancelled due to the technician needing access to the inside (appliances) he called Ms. [redacted] but there was no answer.  He left a tag on the door advising her to call to reschedule. ·        On 01/07/17, Ms. [redacted]_ called Customer Service upset that she was told she did not need to be at the premise for the turn on.  The Representative spoke to a Supervisor who placed the order on the emergency board. ·        On 01/07/17, the technician arrived and noted on his ticket that he lit the furnace but did not turn on the water heater because the water was off. ·        On 01/09/17, Ms. [redacted]__ contacted the Customer Service Department and advised the Representative that her pipes had busted because the technician left the water heater off.  The Representative advised her that the water heart was off due to no water.  Ms. [redacted] requested to be reimbursed so the Representative provided her with the phone number to the Claims Department. ·        On 01/11/17, Ms. [redacted]_ contacted the Customer Service department and advised them she had not heard from anyone in claims.  The Representative sent a request to have someone from claims contact Ms. [redacted]_. ·        On 01/23/17, another request was sent to claims to contact Ms. [redacted]__. ·        On 02/03/17, Ms. [redacted]_ called again to check on the status of her claim but hung up while the Representative was checking. ·        On 03/24/17, Ms. [redacted]_ filed a complaint with the Revdex.com.   The Claims Manager spoke to Ms. [redacted]_ on 04/04/17 and settled for $1,200.00 since she was incorrectly advised by the Representative that no one needed to be home for the start service.     Distribution:  [redacted], Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Complaint: [redacted]
I am rejecting this response because:  I feel they should discount the bill, since they lead me to believe I had a zero balance.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: they are not being honest. Up until I filed a claim with the Revdex.com no claims manager attempted to contact me to resolve this matter. I recently received a call from [redacted] and we have played phone tag for a few days. Tomorrow (1/30/18) I am off work and made it clear to [redacted] I would try to reach him them.
Sincerely,
[redacted]

To add to my complaint, let it be proof as well that [redacted]/Spire is making false allegations right in their response directly the the Revdex.com as I never stated that I was paying [redacted], if they looked directly at my complaint to the Revdex.com it clearly states that the dispute in which I disputed the amount from [redacted] was clearly resulted in my favor and they took the amount [redacted] alleges off my credit report on October 6th, 2017. Right in their own post directly to the Revdex.com, they are lying about what was said, this clearly shows that Spire is making fraudulent accusations.  Thanks, [redacted].

...

                                        ...⇄ Laclede Gas Company                                         ...⇄ Community Services Department                                         ...⇄ Revdex.com                                         ...⇄ CASD Investigator: [redacted] ____________________________________________________________________________         Customer Info:                 Account ID: [redacted]                                         Complaint ID: [redacted]                                         ...⇄                                                            ...⇄    Rate: GH Residential                                   ___________________________________________________________________________    Comments / Resolution:   Mr. [redacted] contacted the Revdex.com and complained of the following: ·        He has been trying to obtain gas service at a new home since January 2016. ·        He paid over $1,000.00 to have the service installed but to date, they are still without service. ·        He’s been getting the run around and/or excuses from the sale person, i.e., it will be installed in 2 weeks, they only have 1 welder, they have to bore under Highway Z, etc. ·        He has documented numerous attempts to reach the Sales Representative and/or Contractor; neither of them replied.   To resolve his complaint, he wants a written guarantee that the job will be completed in 5 days plus a refund of the close to $1,100 for making them wait and putting them through this situation.   Investigation Results:   Mr. [redacted]s’ complaint was referred to the Manager of Residential Sales for review and disposition and the findings are below:    ·        The Manager confirmed that the Sales Representative has been working with Mr. [redacted]s for several months, dating back to January 2016.  ·        Originally the project was submitted as a designed service and because it was believed that it would be a normal job, he was quoted the standard cost of $1,065.00.   ·        Mr. [redacted]s signed the agreement and we paid the quoted price of $1,065.00.  After the job was released to operations it was determined that the bore under the highway would be difficult and expensive due to solid rock.  Operations also stated that they did not have the equipment to handle the bore.  ·        The job was subsequently re-estimated and the costs were considerably higher; however, the Manager stated that he approved the installation for the agreed upon and paid amount of $1,065.00.  ·        The Construction & Maintenance (C&M) had been trying to obtain the equipment needed and recently rented the equipment at a much lower cost than originally expected. ·        The job was started during the week of 6/7/16 and he crew will remain on the job until the order is completed.   Note:  Per the Manager, this is not typical of the time it takes to install new service; however, this was not a typical job.  He also noted that as this is a conversion, not new construction so Mr. [redacted]s was not without his functioning electrical appliances.       Distribution:  [redacted], Revdex.com, File             THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Tell us why here......

                                        ...⇄ Spire                                         ...⇄ Community Services Department                                   ...⇄ Revdex.com Received 1/10/18                                    �...⇄ CASD Investigator: [redacted]______________________________________________________________________...⇄ Customer Info:                 Account ID:[redacted]                                    Complaint ID: [redacted]                                   ...⇄                                                        ...⇄                                         ...⇄    Rate: GH Residential          ________________________________________________________________________________...⇄ / Resolution:Ms. S­__filed a complaint with the Revdex.com because Spire disconnected the services to one of the units at her four family flats resulting in frozen pipes and property damage. Ms. S__ is seeking compensation for the cost of repairs.   Upon receipt of the complaint, I called Ms. S__ and left a message asking that she return my call to discuss her   complaint. Account Details: On 1/2/18, a representative in our back office routed an emergency technician to the address to investigate a potential hazard due to spiked reads. Records indicated 16 CCF of gas was consumed in one day from (12/31/17-1/1/18) The technician arrived on site and found no access inside, the gas service was cut at the curb for safety. Note: A spiked read is considered a hazard, which must be investigated as an emergency. As a hazard, if the customer is not home for access gas service will be disconnected for safety purposes. On 1/4/18, Ms. S__ called in to report she had no gas. An emergency technician was routed to the address to restore the gas service. The inspection indicated the furnace was ok, the water heater was left off due to no water. On 1/08/18, Ms. S__ contacted the office to report her gas was disconnected, resulting in frozen pipes and she requested to speak with a supervisor. The representative informed her complaint would be referred to our claims department for reimbursement of repairs and a return call would be made within 24 hours and a return call from a supervisor would be 24/48 hours. On 1/09/18, the supervisor returned Ms. S__’s call, who requested the CEO’s phone number. She was informed this information could not be provided. An email was sent to the claims department to contact Ms. S__ right away and another supervisor call back request was entered. On 1/9/18, the claims manager attempted to reach Ms. S__ but to no avail. A message was left for a call back. On 1/10/18, Ms. S__ called the office and reported the 1st floor’s water heater was turned off and she requested to have someone come out to relight the pilot of the water heater. On 1/11/18, Ms. S__ called the office and requested her pilot lit to her water heater. She also stated she made a prior complaint regarding her services being disconnected and her pipes freezing and bursting and she has yet to receive a return call.On 1/11/18, the supervisor attempt to contact Ms. S__, she left a voicemail, indicating her service was disconnected for safety reasons and currently her account was in threat of disconnection. If the temperature is 33 degrees are warmer for 24 hours or more, she would be in danger of being disconnected. She advised Ms. S__ to make a payment to avoid interruption. On 1/12/18, Ms. S__ called the office regarding the supervisor message which was left the day prior and was informed her services were disconnected for safety reasons. Ms. S__ expressed her satisfaction with the noted remarks on her account which indicated her gas was disconnected for safety instead of account being noted her pipes froze and burst. Ms. S__ threatened to call the Revdex.com and disconnected the call. On 1/16/18, a complaint was filed with the Revdex.com.On 1/25/18, the claims manager attempted to reach Ms. S__ again regarding her claim. A voicemail was left requesting a call back.   The claims department is looking to review proof of damage. At this time they have not been able to make contact to discuss.           THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Complaint: [redacted]
I am rejecting this response because I received a phone call from "[redacted]" of Spire Energy just yesterday (12/20/17) who told me that she was responding to the fax I sent to Spire on Monday of this week and advised me that the $281 disputed delinquent charge dating back to 1999 would be removed and I was given a new account number, viz., [redacted]. It is incredible that I am receiving a message today from someone else who is unaware of this. This suggests to me that at Spire the right hand does not know what the left hand is doing. The whole matter showcases the Keystone Cops business model of Spire and bolsters my case that Laclede Gas/Spire is capable of mistakes as it has done in the pass in assuming that the $281 charges which I disputed were valid when they never were. The Missouri Statutes that I referred to my complaint are real and need only be looked up or referred to an attorney to corroborate.  Laclede Gas/Spire as a business should have already been aware of them and act within the law by adhering to them. It will be interesting to see what my gas bills look like because online reviews of Laclede Gas/Spire are very negative and depict the company as routinely overcharging and have added a monthly $20 fee to every gas customer's bill for no apparent reason.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Laclede Gas Company's (LGC) response is grossly inaccurate and misleading.  I never contested LGC's right to install gas mains in the street.  Any discussions of gas mains only confuse the issue.  LGC contend that the service line installed on my property is within St. Louis City right-of-way and, therefore, do not need an easement.  I spoke with Mr. [redacted] ,supervisor, St. Louis Water Department today at approximately 10AM.  Mr. [redacted] informed me that the City has the right to access the tree lane and part of the sidewalk for repair to public works but that past that point repairs are the property owners responsibility because it is their property and the City does not have the right-of-way.Several weeks before I filed this complaint I did allow a LGC employee into my basement to look at the existing line and he did state that they wanted to move the meter to the outside of my building.  We did not discuss the placement of any new service line and I assumed they were going to use their existing right-of-way and line into my home.  Later, LGC splashed cement all over the passenger side of my car and gave me a certificate for a free car wash.  Later, I saw that LGC had sawed out a section of my sidewalk and had dug holes there and on the east side of my building and  they later installed the service line and riser.  I noticed LGC personnel eating lunch and asked to speak to someone about the line.  The individual that looked at the meter in my basement came out and asked me about my car and I informed him that they ran it through the wash twice and showed him that it still has cement on it and that they tore off a piece of molding in the process.  We then discussed the line and riser for the first time.    I informed him that I had no intention of allowing them to hammer a hole in the brick wall of my 100 year home, especially, in an area where there are structural problems  Each time even time a LGC employee has come to my home I have asked them what authority they had for installing the line.  I even contacted LGC's Customer Service Department concerning this issue.  The only answer I've ever received is that they do what the office tells them to do. I have always suspected that LGC gets around the easement issue by requiring owners to give consent for moving the meters and installing the new service lines without informing them that the do not have a right-of-way.  I also believe this is why LGC employees informed me that the would notify me before shutting off my gas and continually sending people to my house to ask about hooking my line up.  LCG's response failed to mention the representative that showed up on May 4, 2016 at 9:30 AM or that I told her that if she wanted access to my basement she could have access.  I told asked for the second time about LCG legal authority to install the service line.  I suspect that LCG's failing to inform their customers of their rights is both unethical and fraudulent.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Still did not address the rudeness. Thankful for decision 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2016/02/16) */
Laclede Gas Company
Community Services Department
Revdex.com
CASD Investigator: [redacted]
____________________________________________________________________________
Customer Info: Account ID: XXXXXXXXXX Complaint...

ID: XXXXXXX
Rate: GH Residential
___________________________________________________________________________
Comments / Resolution:
Ms. [redacted] filed a complaint with the Revdex.com stating that when she moved into her home she had a roommate named [redacted] that was supposed to have been responsible for the gas bill. However, the gas bill was never paid and her roommate was incarcerated and when he was released he moved back to Minnesota. Ms. [redacted] contacted the Company to transfer the service into her name and was advised that the balance was $1,800.00. She was shocked that the balance had accumulated to that amount but she was able to come up with $1,300.00 to avoid disconnection. Ms. [redacted] states that the Customer Service Representative was rude and the Company bullied her by threating to disconnect her gas service on numerous occasions.
Her mother paid $200.00 towards the balance and was told that it was not enough to establish payment arrangements. Ms. [redacted] spoke to a manager and arrangements were set for $150.00 per month starting in November; she was late with her payment and received a bill on 01/26/16 requesting payment in the amount of $300.00. She then received a letter stating that her budget was due to cancel due to irregular payment. Ms. [redacted] stated that she went to talk to someone in person a few months ago only to find out that there is no such place and now she does not trust the Company because they have no compassion for people they serve even when they have made great strides to just to pay a gas bill.
To resolve her complaint, she wants her budget billing reinstated and wants an apology.

Investigation Results:
My investigation of Ms. [redacted] complaint revealed the following:
On 10/30/15, Ms. [redacted] account was placed on the Cold Weather Rule (CWR) plan for $149.16 a month.
On 11/24/15, a bill was rendered in the amount of $926.76; the amount due was$149.16.
On 12/19/15, a payment in the amount of $149.16 posted.
On 12/28/15, a bill was rendered in the amount of $869.23; the amount due was$151.40, which included a late fee.
On 01/26/16, a bill was rendered in the amount of $981.83; the amount due was $302.83.
On 02/03/16, a letter was mailed to Ms. [redacted] alerting her that her budget was cancelling due to irregular payments. The letter advised her to pay the balance due or the arrears ($302.83) to reestablish her plan.
On 02/06/16, a payment in the amount of $150.00 posted.
On 02/08/16, Ms. [redacted] contacted the Customer service Department, requesting to speak to a Supervisor due to her budget cancelling.
On 02/09/16, a Supervisor called Ms. [redacted] and left a message on her voicemail.
On 02/10/16, Ms. [redacted] filed a complaint with the Revdex.com.
On 02/11/16, Ms. [redacted] called again and requested to speak to a Supervisor, the Representative took a message.
On 02/12/16, I spoke to Ms. [redacted] and apologized for any rude service she may have experienced. I explained that her budget cancelled due to her not paying the required amount monthly. Ms. [redacted] understood and thanked me for the explanation and stated that she understood the reason for the budget cancellation. I advised Ms. [redacted] that I had reset her budget to $150.00 a month to start with her 02/24/16 bill. I gave her my direct number XXX-XXX-XXXX and advised her to call me directly if she has additional questions or concerns; she thanked me for working with her.
Distribution: [redacted] Revdex.com, File

THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]  I did accept the business resolution of $1200 but after reading the review it is not correct. I never told the rep that the water was off due to that it was never off. I would have not been able to have cleaned certain areas if the water was off. The water was not off until the Laclede Gas Tech turned the water off from the Laundry room.  I had a heated conversation with the claims person [redacted], while I was at work I agreed to the amount due to getting frustranted and upset. I did not want to take my attitude into my job,. After thinking about the settlement amount  I called [redacted] Back and let a message that I think they should pay at least $1500, he called back and left a message  on my cell phone that there was nothing else they could do for me, and that he would not be back in the office until 4/11/17.  In the meantime I have been off work due to illness and I am not satisfied with the results, but I do not want to keep going threw this run around.  I feel or I know they could and should do more. [redacted] the claims rep is very unprofessional and an liar. He called my insurance company and said my agent told him that they paid the pluming [redacted], which the insurance company did not, I called  the insurance company and I was told by them that they never told him that. First he had no right calling the insurance company and secondly he should get his facts correct.  I am not pleased with the business settlement.

Initial Business Response /* (1000, 5, 2016/02/01) */
Laclede Gas Company
Community Services Department
Revdex.com
CASD Investigator: [redacted]
February 1, 2016
____________________________________________________________________________
Customer Info: Account ID:...

XXXXXXXXXX Complaint ID: XXXXXXX Rate: GH Residential
___________________________________________________________________________
Comments / Resolution:
Mr. [redacted] contacted the Revdex.com and complained that a collection agency contacted him about an unpaid gas bill in the amount of $365.24; the only information provided is a reference code and date of service, 12/9/94. Mr. [redacted] stated that when he contacted the Company, the CSR could not provide any bases for the charge or information as to why the bill never appeared on any of his previous bill. He was told that the account has been closed and that he would have to pay an unspecified bill in order to re-open his account.
To resolve her complaint, Mr. [redacted] wants a billing adjustment as he will have to re-open the account to resolve this matter; he wants a credit for $365.24.
Investigation Results:
My investigation of Mr. [redacted] complaint revealed the following:
The bill in question, $365.24, is for service in Mr. [redacted] name from 12/24/94 through 7/24/15.
On 7/24/15, the Company was notified that [redacted] who was previously listed as a financially responsible party on the account, filed a Chapter 7 Bankruptcy on 7-23-15, removing herself from being financially responsible for any debt before 7-23-15. However, Mr. [redacted] remained financially responsible as he was not included in the bankruptcy.
The service was stopped in Mr. [redacted] name effective 7/2/15.
On 8/6/15, a final bill was rendered on the account in the amount of $365.24.
On 8/31/15, 9/18/15 and 10/16/15, notices were mailed to Mr. [redacted] requesting full payment of the bill within 10 days to close the account and avoid further collection activity. The notices also warned that in addition to other collection activities, his payment performance may be reported to the credit reporting agencies.
On 12/21/15, the account was placed with a collection agency.
On 1/25/16, Mr. [redacted] contacted the Customer Service Department and a CSR noted that he explained that the service date for the bill was from 12/24/94 (start date) - 7/24/15 (stop date). At the conclusion of the call, Mr. [redacted] stated that he would remit the payment.
As Mr. [redacted] has been correctly informed and the final bill and/or notices were rendered on his account, an allowance on the debt is not warranted. Mr. [redacted] can either remit the payment to Laclede or he can pay the collection agency. If Mr. [redacted] is seeking gas service at another address and has the service turned on prior to 3/31/16 service can be restored under the CWR budget plan for a less than the full balance. After 3/31/16, the bill will have to be paid in full before service will be started in his name at a new address.
Distribution: [redacted] Revdex.com, File

THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION