Bon Voyage Travel

CNG will follow up with the Customer directly after the file has been updated

The salesperson has contacted the customer today, 6/10/16, and advised that the Company will bring gas service to the customer's home at no construction to themThe salesperson will be going out today to meet with the customer to get the service agreement signed

We have reviewed the customer’s account and will be issuing matches for payments of $from 11/3/and $from 9/29/We apologize for the inconvenience

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,
*** ***

#*** ***5/26/2015- The manager of Collections had determined that the final invoice was mailed to an incorrect address therefore Ms*** would not have received itIn light of this, the negative credit reporting was removedAt the time, Ms*** was also advised that
since it was a final invoice, she would not receive any new ones and would need to track her payments and balanceHer account is paid in full

The response and follow up are still under Company reviewWe apologize for the delayWe will adviseThank you

Good morning,I apologize for the delay as I had to work with several departments to investigate this dispute.Here is what I have determined. There were three floors that had service
contracts
In this case the 1st floor account belongs to the landlord who has
an active gas
account and service contractHe is not disputing this account
Acct# *** *** *
The service contract for the second floor is inactive
effective 2/2/A call was placed to discontinue it stating it was never
requested On 2/3/a refund was applied in the amount of $The
balance remains for $for the service contract from As a ourtesty I
had this fee waived
Acct# *** *** *
There is an active service contract is active for this third floor accountThe balance owing
is $which includes the charges for the service contract plus late feesAs
a courtesy I had this fee waived
I also confirmed that the customer is not being billed for
gas consumption for any of his tenants that reside on the 2nd and 3rd
floorsThe only billing was for the service contracts on the 2nd and 3rd floors
Also it is important to note that if a customer does not call to end of a service contract it will be automatically renewedit is the
obligation of the customer to call and discontinue the service contract if it is no longer
wanted It is in the terms of the contract which I have attachedCNG contracts auto renew on September 1 of each year
Hope this has been helpful,
Sincerely,
Alison

The Company understands the concerns raised by the customer and in view of the circumstances, and my findings described below, the derogatory credit reporting will be deleted. Please allow to days for the credit bureau to update the record. Here is a brief description
of my findings: Our records indicate that customer’s account was closed on/about February 3, 2014; thereafter, a final bill in the amount of $was generated and mailed to customer shortly after. On/about February 12, 2014, customer made a payment of $to cover his January billing statement that was due on February 20, 2014. It is possible that customer thought he paid his final billing statement of $when he paid the $(as he commented to the Revdex.com) and/or he may not have received his final bill. On December 8, 2016, customer contacted the Company to inquire about his account A copy of his final bill in the amount of $was e-mailed, which he paid in full on December 12, Given the circumstances described above and his excellent payment history, the derogatory credit reporting will be deleted, as mentioned above. If customer should have any further questions regarding this or any other matter, he may contact the Company Review Officer at ###-###-####Thank you

I have sent this to the supervisor at CNG to contact the customer to resolve his concerns. Thanks,Alison

The Company found that the final bill was not sent to a forwarding address and customer was not aware of balance dueThe customer paid the balance due once he was awareThe Company has sent notification to the credit bureau to remove negative credit bureau reporting

JULY 13, 2017Dear Revdex.com:This is in reference to I.D*** and a follow up letter.I understand that *** *** is disabled veteran and a diabetic.I want to thank him for his serving in the military and commend him for doing his patriotic dutyI also appreciate the fact that he is diabetic as am IUnfortunately, neither of these factors have anything to do with what transpired with *** ***.*** *** DID purchase two separate tickets, This was all explained to him prior to departing on his trip as well as itineraries, etcsent to him to document thisThe refund was different for he and his sister because *** stated what the credit would beThis is a credit and would be applied to any future travel on *** does not send vouchers, it is all done electronically and is in their system when he wants to book another flightAs for the Newark to Tampa ticket, Suzanne did tell him there was a $change fee from *** PLUS any additional fee for the new ticket, *** *** never responded to Suzanne's information.As for the June activity, yes *** ***'s niece did purchase a ticket for himWhen *** *** called the office, he spoke to Robin and she informed him that her was not stranded because his niece purchased a ticket for him from Newark to TampaRobin also told him Suzanne was with a client but would be free in a few minutesPrior to this, Suzanne had text and emailed the niece the flight informationA short while later *** *** called and spoke to Suzanne and did not let her explain the new ticket (this is when *** *** could be heard also yelling at the *** people at the counter)Prior to the conversation with *** ***, his niece said she will let him know about his flight to TampaAt no time was Suzanne "crying on the phone” to anyone nor did she state she was sorry for “screwing up this up" nor make the comment that I (Mr, H***)"was unscrupulous and never allow anyone to do what was right and pay for their mistakes'.Yes, when *** *** spoke to me, or I should say shouted at me and threatening me with a lawsuit, I did say my name was Jay, I did give my last name but no, I told him he can contact my lawyer but did not give my lawyers name, I told him I was not going to continue the conversation until he can speak to me in a cordial and professional manner.From the time *** *** was booking his flights through the return process, he never bothered to read his documentation he was sent nor acknowledge that he had received it or reply to any questions Suzanne ask of him.Bon Voyage Travel has been in business for yearsOur reputation is excellentWe pride ourselves on customer service*** ***'s situation was an unfortunate incident, but one that could have been avoided if *** *** had read his documents and responded to Suzanne's questions, etcI do not appreciate *** *** calling me unscrupulous and we do crooked dealings with clients,I am enclosing again, some of the documentation that was sent the first time that I wrote in response to *** ***'s letter, As before, I hope this clears up what happened and if you have any questions, please feel free to contact me.Jay H

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,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:  In the first paragraph of second reply, I believe Mr. H[redacted] violated the Americans with Disabilities Act (ADA).  A federal law which someone suggested I should check out.  The paperwork which Mr. H[redacted] attached clearly shows that I bought a round trip ticket from Tampa, FL to Shannon Ireland and return to Tampa.  The ticket shows returning on 13 June, which was changed to 19 June and only returning to Newark.  Mr. H[redacted] stated the refund difference was due to [redacted] mistake.  Mr. H[redacted]'s theme seems to blame everyone but him or his agency.  He blames me for not paying and additional $200 fee.  Additional fee his agent Suzanne falsely said she told me about,.  She never notified me or  my sister, who she talked to about ten times and me about five times.My niece purchased a ticket for $306 and I paid an additional $25 for my bag.  I repaid my niece the $306 when I got home.  He states that Suzanne tried to tell me about this new ticket my niece bought.  In the last reply, he failed to mention this fact.  This time he stated that Suzanne could hear me yelling at [redacted] people at the counter.  The last reply he also heard it.  I will straighten out this matter for the last time, I never yelled or talked to any [redacted] people other than when I paid for bag at a computer with my credit card and when the machine gave me a piece of paper, I then gave my bag to a lady to put my bag on conveyor belt.  If, he and Suzanne are hearing voices on the phone, then they have a hearing problem.  Suzanne was crying to my niece, and stating her agency, screwed it up.  She did make the statement that Mr. H[redacted] is unscrupulous, that is an employer and employee problem that you have to solve, if you can. Mr. H[redacted] also states, that he did not give me his lawyers name or number.  I would like to have had it so I could have talked to a more sensible person.  In his next to last paragraph, Mr. H[redacted] prides himself on customer service but states my situation was an unfortunate incident.  (How many unfortunate situations has he had)  If it were not for my sister and niece, this unfortunate incident could have been tragic.  Many unfortunate incidence turn into tragedy.  Thank God. I was not one of them.I would hope Mr. H[redacted] searches his heart and does the right thing.
Regards,
[redacted]

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 17. He also purchased a separate ticket to travel from Tampa to Newark on June 7 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 $300 fee by [redacted]. She agreed and the new tickets with the new return date from Ireland were purchased. [redacted] did receive a credit of $115.40 for his ticket from [redacted] and [redacted] $16.10 for her ticket (The actual ticket price was lower for the new date but they were still charged $300 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 $200 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 $200 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 ticket. She 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 Airport. Suzanne tried to explain that he never responded to her. As a good will gesture, Suzanne offered to pay him $106.20 (the amount he would have had to pay on top of the $200 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 him. I 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 attorney. At 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 phone. I did not “hang up on him”!I do understand that he is 74 years old, has diabetes and is disabled. lam 70 years old, diabetic and have a few health problems myself. His situation was unfortunate but [redacted] did not take responsibility to not examining his documents and confirming with Suzanne what he wanted to do. Upon his arrival at Newark, he did not want to listen or try to work out a solution. He just called, did not listen and yelled at everyone. I 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 me. Thank you.Jay HP.S. A good example of [redacted] not listening and just talking when we spoke to him, I told his several times my name was Jay H[redacted], but he wrote to you that my name is Jay H

Good morning, I spoke with the supervisor and he will have someone contact [redacted] at the number she provided here to reschedule the inspection for next week. Hope this has been helpful.Regards,[redacted]

Company is doing a full review of complaint. Company will contact customer to advise. Full review to be completed and advised week of 4/24/17. We apologize for the delay.

Complaint: [redacted]
I am rejecting this response because:the response is too late and did not resolve the problem at all.Following is the copy of email I sent Revdex.com on last...

Tuesday to update my issue. I still wants to CNG investigate what happened, and think CNG should send official letter to me to apology about this issue.Copy of my email: Hello,Thank you for your help to solve my problem with Connecticut Natural Gas company.This is update about the complaint.I was really afraid they might suddenly disconnect our service, so Yesterday and today I tried to call CNG again.Today, I got an idea which I called them and picked option "new service or disconnect" instead of billing and payment option, it might easier to reach somebody to speak.I finally could speak somebody, I got email to reset password. I can pay my bill through online now.It's been two month I spent to solve this problem, and I did everything I could.I did not hear anything officially from CNG through Revdex.com,I would like to hear official apology about this issue from CNG through Revdex.com.I will wait few more weeks, please keep open my complaintuntil they respond and apologize officially.Thank you.[redacted]
Sincerely,
[redacted]

Complaint #[redacted]- 8/20/2015- The Company issued a credit for two return check charges totaling $39.00 as well as a waiver of the late payment charge for .30.   The website was down for upgrades around the time of his complaint, however it is functioning normally at this time....

Also on July 1, 2015  [redacted] was added to the account as an authorized caller to discuss account. As far as a walk-in office, unfortunately, there is no office for customers to walk into. I have forwarded this matter to CNG supervision with his important feedback about lack of response to emails, calls, etc. The director of UIL Customer Care has also been advised of the outstanding unanswered complaints for CNG.

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. I will await the response from the company.
Sincerely,
[redacted]

Good Afternoon, After review of this matter it has been determined that the account was never placed into Mrs. [redacted]'s name back in September 2015 so this caused much confusion when she called yesterday to discuss her account;  The Company would not initially discuss the matter...

with her as it was not in her name. That being said, the supervisor has contacted her and discussed her concerns about the turn-on date for 7 days out and the costs she incurred to hire a plumber to determine why she had no heat. The resolutions are that the gas service will be reconnected tomorrow.  I have also requested that the Claims Department reimburse her for the cost to hire a plumber. The Claims Department will contact her for any additional information that is necessary to finalize the claim. This is an extrremely bust time of the year for CNG so I apologize on behalf of the Company due to the excessive wait time she experienced. Regards,Alison