Cascade Natural Gas Corporation Reviews (18)
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Cascade Natural Gas Corporation Rating
Description: Natural Gas Companies
Address: 1520 S 2nd St, Mount Vernon, Washington, United States, 98273-4808
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Complaint: [redacted] I am rejecting this response because the details provided in the response are inaccurateSincerely, [redacted]
I received an email 02/17/from our Customer Service Center about Mrs [redacted] concernI responded to her concerns promptly and also called Mrs [redacted] with the information on who to contact to file a formal complaintMy voice mail indicated we are regulated by the Washington State UTC and she could connect that if she wanted to file a formal complaintThis voice mail I left after her email request on 02/19/Washington State Code WA 480-90-states Cascade Natural Gas has the right to enter a customer's property during reasonable hours to perform necessary maintenanceThe builder of this home stuccoed our regulator into the homeIn the event of an emergency we would not be able to adjust the regulator so it was necessary it be removed from the stuccoI have requested an alert be added to the account in our billing system so in the event Cascade Natural Gas needs to access our equipment we make a verbal contact with Mrs [redacted] The exception to this would be if we are responding to an emergency of any type on our equipmentIn addition, I called the builder 04/18/requesting a call back as repairs have not been madeToday, 04/19/16, I emailed the builder requesting he contact Mrs [redacted] with a repair date (attached)You will find attached email contacts regarding this concern and pictures Mrs [redacted] emailed meCascade Natural Gas's concern is to protect life and propertyIn the event of an emergency a regulator in this position could be a potential hazardWe apologize for any inconvenience this has causedRespectfully, Teresa E [redacted] District Manager
Complaint: [redacted] I am rejecting this response because:cascade natural gas did not mention anything about [redacted] financial services and in fact stated payment satisfied all debtSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: yes the company left a note each time and WE contacted company EACH time to make arrangements for them to come out when we were home and the company would not work with usCame out when no one was home and WE contacted company to restore service and were told they would come out when they couldThe tech did come out that evening and said the company didn't really to him that we weren't home and had tried to make an appointment with them twice before 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 meSincerely, *** ***
Review of the customer's account indicates contact was made with our customer service department, however the customer’s request for work to be done on certain days was not handled correctly. We are happy to work with a customer's preferred scheduling to the extent that we are able and we realize your time is valuable. Scheduled service work can be interrupted due to a change in priority such as an emergency regarding hit lines and gas odor calls. This is why appointments with set times aren’t offered. We did inquire if someone else over the age of could be home, as well as offer minute call ahead prior to the technician’s arrival. Both options were declined. The meter exchange for this home was selected due to meter age, style, or last testing. It was installed in 2003. The testing is done to ensure that the meter is working properly and safely. It will be taken to a testing facility to be inspected, cleaned, and have the calibration checked. Once a meter comes up for testing we want to replace it as quickly as possible which is why we were unable to grant your request that the exchange be delayed until August. Meters are replaced during regular business hours Monday through Friday from 8am until 5pm, which is why we were unable to replace the meter during a weekend as requested
The issue this customer has had is due to another customer having an incorrect account number on the Bank's bill payerOur accounting department did contact their bank on 04-21-to let them know that this other customer has incorrect information on the paymentsIt appears at this point that
the customer corrected their bill pay information. We have reversed both the late fees that have resulted from the payment issues and Mr*** account is only owing for his usage as normal.Thank you,***CNGC Customer Support*** M-F 7am-7pm
Complaint: [redacted]
I am rejecting this response because: yes the company left a note each time and WE contacted company EACH time to make arrangements for them to come out when we were home and the company would not work with us. Came out when no one was home and WE contacted company to restore service and were told they would come out when they could. The tech did come out that evening and said the company didn't really to him that we weren't home and had tried to make an appointment with them twice before.
Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response because the details provided in the response are inaccurate. Sincerely,[redacted]
The meter for [redacted] was exchanged on May 10 for routine testing. Two previous attempts on April 20 and April 28 to exchange the meter were unsuccessful because no one was home and a door tag was left each time asking the customer to contact the...
company. On May 10 the service technician exchanged the meter in order to complete the work and he left a door tag advising the resident to call Customer Service to request a service technician to come to the property to turn on the meter and relight the pilot lights for the gas appliances. The customer called Customer Service on May 10 and a technician went to the property that day to turn the meter on and relight the pilot lights. Service was restored within two hours form the time Customer Service was contacted. The home's air conditioner is not a natural gas appliance.
Complaint: [redacted]I am rejecting this response because:cascade natural gas did not mention anything about [redacted] financial services and in fact stated payment satisfied all debt. Sincerely,[redacted]
I received an email 02/17/2016 from our Customer Service Center about Mrs. [redacted] concern. I responded to her concerns promptly and also called Mrs. [redacted] with the information on who to contact to file a formal complaint. My voice mail indicated we are regulated by the Washington State UTC and...
she could connect that if she wanted to file a formal complaint. This voice mail I left after her email request on 02/19/16. Washington State Code WA 480-90-168 states Cascade Natural Gas has the right to enter a customer's property during reasonable hours to perform necessary maintenance. The builder of this home stuccoed our regulator into the home. In the event of an emergency we would not be able to adjust the regulator so it was necessary it be removed from the stucco. I have requested an alert be added to the account in our billing system so in the event Cascade Natural Gas needs to access our equipment we make a verbal contact with Mrs. [redacted]. The exception to this would be if we are responding to an emergency of any type on our equipment. In addition, I called the builder 04/18/16 requesting a call back as repairs have not been made. Today, 04/19/16, I emailed the builder requesting he contact Mrs. [redacted] with a repair date (attached). You will find attached email contacts regarding this concern and pictures Mrs. [redacted] emailed me. Cascade Natural Gas's concern is to protect life and property. In the event of an emergency a regulator in this position could be a potential hazard. We apologize for any inconvenience this has caused. Respectfully, Teresa E[redacted] District Manager
[redacted] [redacted] has paid his bill to CNGC $107.74 as of July 14th, 2015. However, the account was sent to collections over a year ago in April of 2014. [redacted] was given the phone number for [redacted] according to our notes when he paid...
the bill with us. He needs to speak with [redacted] as they may have fees and interest that he will need to work out with them before they remove it from the credit reporting agencies.
CNG has scheduled an on-site meeting for 04-28-2016 with the customer.
Review: On October 7th I requested service for my gas fireplace. The male representative informed me that my town could only be visited by Cascade reps on Wednesdays. My husband is currently deployed and I work two jobs. It was difficult to find an available time for a technician to come to my home. I finally agreed to come home early on Wednesday, October 30th...I made it clear that I couldn't be home before 1 pm. Today, the 30th, I waited 2 hours for the technician to arrive. I called Cascade at 3 pm and was told the technician came by my house in the morning and since no one was there he 'canceled' the work order. Why was I given no notification so that I didn't have to come home early or wait for two hours? No, there was no notice on my door. Why have the technician come in the morning when after a lengthy discussion with the original representative we agreed on 1 pm? I'm sorry that I don't have the luxury to wait at home from 8 am to 5 pm Mondays through Fridays. I am a librarian and professor and am bound by my hours. My husband serves in the military and is bound by their destinations. Why should I have to pass this situation to a neighbor to handle in my absence?I find it poor business that Cascade sends a technician at a different agreed-upon time and then has me wait for 2 hours (and I had to call...there was never any notification from Cascade). The second representative informed me that if I rescheduled I would have to make myself available for 9 hours. What if I did take another day off work and the technician came at a different time than the one agreed upon? Would I be compensated for a second time that I've been blown off?Cascade does not, in fact, provide "unsurpassed quality service".Desired Settlement: I can't take time off work and even if an opportunity presented itself I don't know that I would because why would I chance your technician not showing up at the agreed-upon time again? I'm not sure what Cascade could propose that would resolve this but showing up at a different time, and then telling me to reschedule and be available for an additional 9 hours is not good customer service.
Business
Response:
Cascade Natural Gas Response:
The phone records were reviewed. The customer did call 10/07/13; the customer was advised we can request that the tech arrive after 1:00pm Wednesday, 10/30/13, but this cannot be guaranteed. The Customer Service Representative (CSR) informed the customer 3 different times that the time could not be guaranteed during the conversation. I verified the Service Technician work order included the request for after 1:00pm. He was unable to arrive after 1:00pm, went to the home in the morning, and canceled the work order due to no one home.
The customer did call 10/30/13; we let her know that the tech was only able to come in the morning and the CSR reminded her we cannot guarantee the time. We offered to reschedule the order for another day and let her know that we go to Belfair on Wednesdays. The customer said “she doesn’t even know if the fireplace is connected to a gas line”. The CSR said the only thing our tech would be able to do is light the pilot light, so it might be better for her to call a dealer to address any other issues the fireplace may have. The CSR apologized and thanked her for calling.
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Review: My gas services to my home were disconnected for non payment on 04/08/2014. I called right away and they informed me that they had called my home phone. That number has been hooked up to a fax machine for four years. They stated that someone had "picked up". I assured them no one had picked up. after 4 rings the fax machine picks up. They stated it was cut off as I had 108.00 that was due on March 7. I was only thirty days late. I do not believe my service should have been cut off for 30 days of non payment. I tried to explain that every month I get paid at a different time and that is why I was waiting until I got paid on 04/04/2014. I then asked to get my gas turned back on, and they stated I would need to submit a deposit and a reconnect fee. I became upset and asked to speak to a supervisor. The supervisor stated the same information that I would need to pay the out standing bill however they could put the deposit on the next bill as well as the reconnect fee. I once again told her I didn't feel I should have to pay a deposit. I have had cascade natural gas at all my houses I have lived at the last 30 years (with the exception of once house that was all electric). I said I wanted to do some thinking and would call back.
On sunday 04/13/2014 I went on line and paid my outstanding bill from 03/07 and the new bill that was due 04/07. I paid on the web site with a check scheduled to come out of my checking account. I emailed them requesting assistance with this matter.
today 04/14/2014 I called back and stated I wanted to get my gas reconnected. The gentleman said I had to call back, that they could not help me as their computers were down. I called again 1 1/2 hours later and they told me I had to pay 125.00 and a 100.00 connection fee today to get it turned back on. I told her last week the gal said they could add it to my next bill. She put me on hold and went and talked to the supervisor I spoke with last week, and said she had a "deal" for me. I could pay the 100.00 reconnect fee today and 1/2 of the deposit. I let her know this is unacceptable. I have been a long time customer and I don't believe it should have been disconnected in the first place. The lady told me not to get too upset. I let her know of course I am upset. I can not shower and my house has been cold for a week. If I need to install and electric heater I will. BECAUSE THIS COMPANY HAS NO COMPETITION THEY FEEL THEY CAN CHARGE PEOPLE WHAT EVER THEY WANT. THIS IS NOT FAIR. I am concerned for the elderly and the poor. I work and can not afford their fees, what are the elderly and the poor to do. IDesired Settlement: I feel that I paid my outstanding bill that was ONLY 30 DAYS delinquent and should not have had my gas turned off. I feel that I should not have to pay a deposit, and should not have to pay the reconnect fee. I feel their tactics are inhumane. At the very least they should reconnect and apply the fee to the next bill.
Business
Response:
Account# [redacted]
Customer
account has not been paid timely since November 2013. In the past 5 months [redacted] has received 3
past due and 3 urgent notices regarding past due balances. The most recent events leading to
disconnection of services are as follows:
02/19/14 - Services
billed $108.27 due 03/10/14
03/13/14 – Past
Due Notice for $108.27 due 03/31/14
03/21/14 –
Urgent Notice for $108.27 due 03/31/14
03/22/14 – [redacted] made contact
04/04/14 –
Services disconnect for non-pay
Attached is the
Tariff Rule 3 regarding disconnection and Schedule 200 stating miscellaneous
fees. Cascade Natural Gas followed all
standard procedures and rules pertaining to [redacted]’ account. She had appropriate notice to the upcoming
disconnection by both mail and phone.
She had the option to call and schedule a payment plan to avoid
disconnection.
The requirement
for reconnection is to pay a deposit in full plus one half the past due
balance, and reconnection fee. [redacted] was advised of $124 deposit and ½ past due $92 for a total of $216 to restart
services. She was also advised option of
same day $100 or next day $32 fee would be billed with next billing. She was
then offered the opportunity to pay ½ the deposit now and bill the remaining
half and refused.
Consumer
Response:
[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 Administratively Resolved]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have paid this last year every other month. I have been a longtime customer of Cascade natural gas. My bill that was due was due on 03/07. They turned off my gas because I was 30 days late. If they looked back to my past history they can see that I have been paying every other month, and have accepted my payments without disconnection. The phone number that they called has been hooked up to a fax machine since february 2010. I have had the same cell number for 8 years. I always call on that phone. I recieved no phone calls to my phone. They say they called me and I "picked up" which meant they "connected to me". No my fax machine picked up and there is no answering machine on that. It only picks up after 4 rings.
When I called the first week they said they could put the deposits and reconnection fee on my bill, the second time I called they changed there tune and said I had to pay the deposit and 1/2 the reconnection fee.
04/13/2014 I paid my bill online for two months like I usually do.
on 04/14/2014 I recieved a notice in the mail that was dated 04/10/2014 that if I didn't pay my April 28, 2014 they were going to disconnect my service. OOPS they ALREADY did!!!!
The only option I have is to complain. I believe this company is doing this as another way to get more money out of consumers, taking advantage of hard working people who live paycheck to paycheck. I vow to install a electric water heater as soon as I can make the switch, and purchasing a pellet stove.
Regards,
Business
Response:
Account# [redacted]
Complaint ID [redacted]
Cascade Natural Gas has a contact
phone number of [redacted] on file. Please contact customer service if this
is not the correct preferred contact for the account.
Review: I moved from Redmond to Portland in January 2013, I contacted them with my new address and paid them in full in February for what I thought was a closing bill in the amount of 202.34 on February 11,2013 for acct # [redacted]. Redmond OR. I NEVER received any correspondence until Until now June 1, 2013 I get a collection letter from a debt collector in titled PCS for the amount of a measly 27.86! they have defamed me and ruined my credit for 27.86! they NEVER sent me indication I owed this amount. This is outrageous!Desired Settlement: Remove my name from PCS acknowledge their billing errors and send me correspondence if I owe anything other then what I paid! I would have paid in full as I always have in the past. I want my credit protected and will take legal action against them if they defame my reputation for 27.86! They should have notified me of any other balance after Feb. 2013 I moved out January 1, 2013.
Business
Response:
This account was listed with Professional Credit Services on 5/23/13 because the final notices were returned mailed. The consumer paid the account in full on 6/4/13 to the collection agency. It was not reported to their credit. The agency informed the consumer this had not been reported to their credit and the consumer told thier collection representative to disregard the dispute as long as it didn't affect his credit.
Please contact me if you require additional information.
Thank you,
Consumer Specialist
[redacted]@mdu.com