Bon Voyage Travel

A zero balance letter was mailed to the customer on 10-23-15 at the customer's request. A review of our records confirmed the payment in full. Credit reporting has been updated to reflect this. Patricia D[redacted]

Complaint # [redacted]- This has been sent to CNG management to look into her concerns and try to find a resolution.

When the customer called in a possible gas leak, she was advised that she needed to stay at the property immediately for access. She then asked if she could call the leak call in later when she was done running errands. She was advised no that we have to respond immediately. The Company responded immediately and the turned off the gas. No gas leak was found,. The customer was not home so we could relite the equipment. It is not standard protocol to call a customer prior to arriving for a gas leak call. The response is immediate. The customer then called the Company when she got home and the Company then went out to relite the equipment. Customers must be home to relite equipment.  In addition, the Company confirmed the regulator was not replaced.

We are in the process of contacting the consumer to discuss the issue and resolve her claim in a fair and appropriate manner. Thank YouFrank

Complaint: [redacted]
I am rejecting this response because: I would like evidence that two forms of ID is a state regulation and no other consumer service termination  protections are provided by state law. 
Sincerely,
[redacted]

The Company is pleased to announce that the matter was resolved with customer on/about September 22, 2017.  The following is a sequence of events:        On September 7, 2017, the customer contacted the Company to inquire about the gas service. The...

representative explained there is no record of a request to turn off the gas service in July of 2017.The representative closed the account as of September 7, 2017 and requested documentation (lease) from customer to determine the correct date the account should be closed.A final bill in the amount of $92.87 was generated.    On/about September 11, 2017, the Company received a letter from the landlord stating that customer moved out July 20, 2017, and a new tenant moved in July 27, 2017.  Based on this documentation, the Company closed customer’s account as of July 26, 2017; this would have been the actual date the gas meter would have been turned off, as it generally takes 5 to 7 days to process a turn off order. On/about September 22, 2017, the prior final bill in the amount of $92.87 was canceled.  The account was rebilled to the July 26, 2017 date, and a new final bill in the amount of $53.46 was generated.  Customer promptly paid the $53.46 on September 22, 2017; account balance is zero.

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 2 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 2015.  The matter was rectified in June of 2015 after customer contacted the Company twice, once in April and 2nd time in June of 2015.  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 2/2015 through June of 2015 with no additional fees.  Customer made required payments and account was up-to-date through September of 2015.  On/about October of 2015 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 5 more letters alerting customer, from 12/21/2015 through 5/12/2016.  Customer contacted the Company on 5/10/2016 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 2016 totaling $5.41.  We value customer's feedback regarding our web and hope to continue our commitment in providing quality customer service to all our valued customers.

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.
  Please have [redacted] contact me at ###-###-#### once the credit report has been updated.
Sincerely,
[redacted]

I verified that Ms. [redacted] spoke to a CNG rep on 10/21/2015 at about 4:30 pm and it was stated that no inspection was necessary and that the gas service was on.  Move in date of 10/23 with no deposit or inspection  necessary. I hope this helped.Regards,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 home. They 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 nothing. However, the regulator on the outside of the house was replaced. Then it took over 5 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 off. I didn't find out until I got home with no heat in the house! This is unacceptable! 
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 15 day period that is granted to provide the information. This letter serves as notice of termination.  I hope this information was helpful. Respectfully,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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: this is the same response CNG has been giving me for years but the resolution does not appear.  I object to being charged a "late" fee when my payment - made a month in advance - is considered late because their system has not been fixed.  I will be checking my bills for the past several years to see how many times I have been charged an unwarranted fee - and wonder how many other customers have been overcharged in this manner.  I will not accept resolution until actual resolution is made.  CNG has figured out how to charge an erroneous "late" fee but has not figured out how to correct the actual problem.
Sincerely,
[redacted]

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

is requesting. Thanks, 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.
Sincerely,
[redacted]

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 $363.84 was sent to...

customer on/about 8/22/16 with a payment due date of 9/19/16.  Since the account was past due, a disconnect letter was sent to customer on/about 8/24/16 requesting a payment of the past due amount of $321.00 by 9/7/16.  The payment of $321.00 was not made by 9/7 nor contact made with the Company, which unfortunately resulted in the disconnection of service on 9/8/16.  The customer contacted the Company on 9/9.  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 9/12 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 9/13 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 9/13.   Note: The Company Review Officer called and spoke with customer on 9/13 afternoon and assured customer that the service will be reconnnected the evening of 9/13.  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.

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]

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]

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.

The customer closed the account in September 2014; however, the final bill did not generate until March 2015. The final bill was paid in May 2015. On June 7, 2016 a letter was mailed to the customer stating that the account had a zero balance. We apologize for the lengthy delay in sending the final...

bill. The Company is investigating the delay. Negative credit bureau reporting will be removed/updated.