Bon Voyage Travel

In an effort to address the immediate concerns about the on-line issues and payment in question, a Company representative recently spoke with customer and assisted with the on-line settings to allow payments other than cash, and is investigating the payment in question The Company automatically places a restriction of cash only, money order, or bank check, after or more returned payments are made on account, as happened in this case Our findings indicate that the account was set up at wrong address when the initial request for service was made in February of The matter was rectified in June of after customer contacted the Company twice, once in April and 2nd time in June of The Company takes full responsibility and deeply apologizes for the inconvenience experienced In addition, will investigate further the concerns raised about poor service quality Account was billed from 2/through June of with no additional fees Customer made required payments and account was up-to-date through September of On/about October of and thereafter through May of 2016, all recurring (automated) payments made on account, were returned or rejected by customer's bank due to lost/stolen debit/credit card The Company notified customer via letters various times The first letter was sent on/about 11/19/2015, to make customer aware of returned checks, also to make customer aware that future payments must be made in cash, money order, or bank check Thereafter, payments were still being received by credit/debit card, and were returned The Company sent more letters alerting customer, from 12/21/through 5/12/ Customer contacted the Company on 5/10/and 6/10/2016, regarding the issue; thereafter, the matter was rectified Taking into account the circumstances described above, as a courtesy, the Company will delete any/all derogatory reporting, and credit late payment charges billed in May and June of totaling $ We value customer's feedback regarding our web and hope to continue our commitment in providing quality customer service to all our valued customers

I have reviewed the account and it appears that a supervisor was to contact [redacted] in regards to some concerns he had with gas interruptionI don't see where this was completedI have sent the request to have the supervisor contact him to discuss and provide the information he is requestingThanks, Alison

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 and the matter has been resolved Sincerely, [redacted]

Company is doing a full review of complaintCompany will contact customer to adviseFull review to be completed and advised week of 4/24/We apologize for the delay

When the customer called in a possible gas leak, she was advised that she needed to stay at the property immediately for accessShe then asked if she could call the leak call in later when she was done running errandsShe was advised no that we have to respond immediatelyThe Company responded immediately and the turned off the gasNo gas leak was found,The customer was not home so we could relite the equipmentIt is not standard protocol to call a customer prior to arriving for a gas leak callThe response is immediateThe customer then called the Company when she got home and the Company then went out to relite the equipmentCustomers must be home to relite equipment In addition, the Company confirmed the regulator was not replaced

While the Company understands the impact to its customers when the service is terminated, our findings indicate that the Company followed proper disconnection and reconnection procedures related to this matter A billing statement in the amount of $was sent to customer on/about 8/22/with a payment due date of 9/19/ Since the account was past due, a disconnect letter was sent to customer on/about 8/24/requesting a payment of the past due amount of $by 9/7/ The payment of $was not made by 9/nor contact made with the Company, which unfortunately resulted in the disconnection of service on 9/8/ The customer contacted the Company on 9/ The representative explained the above and informed customer of the payment needed for reconnection of service ($321.00) The representative also explained that after the payment is made, the reconnection of service may take one or more days, depending on availabilty; this is standard operating procedure Customer was not pleased with the information provided On Monday, 9/12, customer made the required payment and contacted the Company to inquire when the service willl be reconnected The representative reviewed the standard fees related to the reconnection of service and explained that the service is scheduled for reconnection Customer contacted the Company again on 9/and was advised that the reconnection is still active The representative was unable to provide any specificts as to the exact date and time of reconnect Customer called again on 9/and was advised by a representative that the service was sheduled for reconnection on 9/13, however, no specific time given (standard procedures) The service was reconnected late evening of 9/ Note: The Company Review Officer called and spoke with customer on 9/afternoon and assured customer that the service will be reconnnected the evening of 9/ The Reiview Officer also assured customer that if any service quality issue is determined, the matter will be addressed accordingly with representatives Customer was pleased

I verified that Ms [redacted] spoke to a CNG rep on 10/21/at about 4:pm and it was stated that no inspection was necessary and that the gas service was on Move in date of 10/with no deposit or inspection necessaryI hope this helped.Regards,Alison

June 29,2917Dear Revdex.com:This is in reference to Complaint ID [redacted] I will address all of the issues [redacted] has expressed to you.First, on March 24, 2017, [redacted] called Bon Voyage Travel and purchased airline tickets to Ireland to join his sister and several others who had purchased their tickets on March He also purchased a separate ticket to travel from Tampa to Newark on June and return flight Newark to Tampa on June 13,2017.On March 30,2017, [redacted] ( [redacted] ’ sister) called to make an inquiry as to the cost to change [redacted] ’ ticket and her ticket for their stay in Ireland for one additional week [redacted] was informed that to change the ticket, she and [redacted] would be charged a $fee by [redacted] She agreed and the new tickets with the new return date from Ireland were purchased [redacted] did receive a credit of $for his ticket from [redacted] and [redacted] $for her ticket (The actual ticket price was lower for the new date but they were still charged $per person by [redacted] )The itineraries were emailed to [redacted] and Tom and they confirmed them[redacted] was also informed (as well as [redacted] ) that to change his Newark to Tampa ticket would incur an additional $change fee and any additional cost of the ticket (Remember, [redacted] had two Separate Tickets)The other option was to purchase a whole new ticket for Newark to Tampa return and it would have been a lower cost than the change fee of $and additional cost of ticket [redacted] never responded.On June 20, 2017, when [redacted] called Bon Voyage Travel from Newark airport about not having a return ticket to Tampa, he spoke to Suzanne, the agent who sold him the ticketShe tried to explain the situation that could solve the problem but he was very abrupt and used rude and loud language and the same to the ticket counter agents at Newark AirportSuzanne tried to explain that he never responded to herAs a good will gesture, Suzanne offered to pay him $(the amount he would have had to pay on top of the $change fee he would have incurred if he would have purchased the ticket when he originally decided to change his return)He was very abrupt again and would not listen to Suzanne and could be heard swearing at the airport workers[redacted] called again and this time I spoke to himI tried to explain to him that he did not respond to Suzanne’s information about his return flight and would not let her speak when she was trying to tell him what she could do [redacted] then began to make threatening remarks to me and said he was calling his attorneyAt that point I told him to contact my attorney and I would not speak to him when he was using the language he was using and not listening and told him I was hanging up the phoneI did not “hang up on him”!I do understand that he is years old, has diabetes and is disabledlam years old, diabetic and have a few health problems myselfHis situation was unfortunate but [redacted] did not take responsibility to not examining his documents and confirming with Suzanne what he wanted to doUpon his arrival at Newark, he did not want to listen or try to work out a solutionHe just called, did not listen and yelled at everyoneI am sorry this happened but I feel that my agent and Bon Voyage Travel did everything we could to resolve the issue, but [redacted] did not want to do this.I hope this answers your questions and please feel free to contact meThank you.Jay HP.SA good example of [redacted] not listening and just talking when we spoke to him, I told his several times my name was Jay H***, but he wrote to you that my name is Jay H

Paying on the due date may not allow enough time for the payment to be processed & post, as happened in this case.The Company understands the concerns raised and has been working on a system enhancement to address this issue The enhancement has been completed and should take effect within the next month or so We apologize for any inconvenience The late payment fee has been credited to account Any future issues of concern regarding this matter, please contact the Company Review Officer directly at ###-###-#### Thank you

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 meI will await the response from the company Sincerely, [redacted]

A zero balance letter was mailed to the customer on 10-23-at the customer's requestA review of our records confirmed the payment in fullCredit reporting has been updated to reflect thisPatricia D [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 Sincerely, [redacted]

Good afternoon, I have reviewed [redacted] s concerns and want to state that I have contacted the CNG dispatch center to expedite the turn on as soon as possible for him for today.As far as the Company policy, when a customer contacts the Company to establish service, two forms of ID are requested and are required by state regulation A letter is sent that advises of the day period that is granted to provide the informationThis letter serves as notice of termination I hope this information was helpfulRespectfully,Alison

Complaint: [redacted] I am rejecting this response because: I told the person I spoke to when I originally called that I would not be home and asked them to wait until I would be homeThey shut off my gas with out calling me when I gave them my number to call me so I would be able to talk to them When I called back the customer service person lied saying the technician found nothingHowever, the regulator on the outside of the house was replacedThen it took over hours of waiting in below freezing temperatures for someone to come out to turn the gas back on My kids were freezing in their own home! There is nothing on the bill that stated the company would shut off my gas if I reported a smell Then did not inform at all my gas was going to be turned offI didn't find out until I got home with no heat in the house! This is unacceptable! Sincerely, [redacted]

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

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution will be satisfactory to me PENDING CNG expeditious communication of their error to the Credit Bureaus and the error is removed from my credit reports
Sincerely,
Alexander PMiano

Complaint: ***
How will I know once the credit has been updated. If there is a way to get confirmation once this is complete so I can pull my report I can then close this item?
Sincerely,
*** ***

When paying on-line, our payment screen contains a notice that states: Scheduled payments require hours to be processed and must be scheduled on a weekday.Scheduling a payment, to be paid a month later (on the due date), means that the payment is to be received a month later. If the payment is scheduled to be received at least one day prior to the due date, this will ensure at least hours for processing and no late payment fee is assessed. Once the enhancement is in effect, the hours processing will not be necessary. In the meantime, we placed an interest hold on account for the next months.The Company values the feedback from customer and is committed to improving the customer experience

Technician went to the customer's home the evening of 1/2/and turned on the central heat

Good afternoon,I have verifiied with *** at CNG Billing that the credit for $has been applied to Ms*** gas accountThis credit will be reflected on her next billing statement*** has also left her a message with her callback number for a return call to
verify that Ms*** is happy with the resolution or has any further questions or concerns. Thanks,***