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Address: 1 Vectren Sq, Evansville, Indiana, United States, 47708-1209
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Vectren subcontractor (*** left my lawn in a state of disrepair. Vectren will not return my phone calls to make appropriate repairs.
On April 2, 2018, one of Vectren's subcontractors, *** excavated a large hole in the front of my yard. The purpose of the excavation was to connect the newly constructed home across the street into the gas main. *** left my yard a complete mess. They left a large pile of dirt in my front yard, destroyed my grass in the areas where they excavated and in the areas near the excavation and the chipped and scraped my sidewalk.
Immediately following these activities, I called Vectren on April 3, 2018 to file a complaint. A representative from Vectren collected my information and informed me that a field supervisor with Vectren would be contacting me withing 24-48 hours. Several follow up phone calls were made by me to Vectren. Each phone call resulted in the representative stating that all they could do was send an email to the Vectren field supervisor's department requesting they contact me. Each time a representative told me that it takes between 24-48 hours for a field supervisor to contact me.
It is now April 18, 2018 and I have not received a phone call from anyone at Vectren.
I want Vectren to repair my front yard and sidewalk. I would like my grass and sidewalk to look the way it did before the excavation activities. I would also like for someone at Vectren to actually contact me regarding this issue.
Our contractor has reached out to the customer, and the yard restoration is scheduled to be completed this week. Additionally, our corporate office has contacted the customer to discuss the issue, and the customer now has a direct contact for any further restoration issues.
I got a bill on March 19th, 2018 that states that if my bill
Was not paid on or before april 3rd 2018 it would be disconnected. 4/2/18it was plusafee
I got a bill on March 19th 2018 with a due date of april 5th 2018. It states "if your service will be subject to disconnection if this amount is not paid on or before april 3, 2018. Today on april 2,2018 it was disconnected. I called and she did not seem to care and made me pay more than my current bill which is fine whatever bc it's part of my service but she made me pay a $160.00 fee to reconnect and clearly my bill says up to april 3 and it was disconnected the day prior! I should not have this fee when this bill is not followed to its wording.
I want a refund for the fee that I had to pay and should not of had to. I have proof of bill if needed.
The customer's service had been subject to disconnection since March 3rd. The February 16th statement had a minimum due to avoid disconnection of $123.97, which was unpaid.
On the March 19th statement, the full paragraph under "Important Information" reads that "Your service is subject to disconnection at any time for non-payment of your previous past due balance of $123.97 as stated on your last bill and disconnection notice.
You have since acquired an additional past due balance of $69.44, and, as a result, your service will again be subject to disconnection if this additional amount is not paid on or before April 3, 2018. If your payment arrangement agreements have been broke or your check was returned, your service is subject to disconnection at any time. If your service is disconnected, in addition to the current balance, an estimated deposit of $130.00 and a reconnect fee will be required before services can be restored. If your disconnect date falls on a weekday or holiday, it will be deferred until the next business day."
The customer paid her account balance, reconnect fee, and security deposit to restore the service. We understand the customer's frustration; however, the disconnection was valid.
Disconnection of gas service without notification in winter weather.
I have received two service call tags on my door from Vectren stating that they were there to perform maintenance on my meter. I live alone and work long days, so I have not found a time to meet with them during their regular business hours. I received a tag on my door today 3/30/2018, stating "Gas shut off due to no access for meter upgrade. Call to schedule meter upgrade and get gas turn (sic) on." I called a representative of Vectren at this point and I was told there would be several fees totaling around $360 to get reconnected and that service could not be scheduled until the following week once payment is made. To be clear, I am NOT behind on my payments and I received absolutely NO notice that my service would be disconnected. The representative put me on hold several times and then came back stating that they could waive SOME of the fees, but service still could not be reconnected until the next week, the soonest being another three days away. It is unseasonably cold in Ohio right now with temperatures in the 30's. Vectren's own website states that "During the winter months, Nov. 1- April 15, an additional 10-day notice is required" to disconnect service. I received no notice. I pleaded with the rep to get this resolved today, as this was not my fault that I was not home for the random service to be done. She told me that it was a holiday weekend, so there's nothing they could do. Why would Vectren shut off service to someone on the Friday before a holiday weekend knowing that they could not reconnect them until the following week?? Again, this is NOT due to non-payment, the account is up-to-date. At a bare minimum, I should of been contacted by mail, telephone or even a post-it on my door if the service was to be disconnected for any reason. I feel this is illegal and will seek legal help if this is not resolved today.
Vectren account: XX-XXXXXXXXX-XXXXXXX
I spoke with *** 3/30/2018, 6:30pm
I need gas service reconnected without any extra fees and compensation for my experience.
Prior to disconnection, our contractor made 2 outbound calls in August attempting to gain access to the meter. In October, we mailed letters requesting access and advising that service would be interrupted if access was not provided.
Over the winter, the maintenance work was withheld to prevent the service interruption during cold weather. Once work resumed, Vectren sent contractors to the site several times, and also made a final phone call attempt in March. We received no contact from the customer.
The customer's reference that we provide an additional notice prior to disconnection relates to gas service disconnection for non-payment during winter heating season, and is not applicable in this situation.
We have reviewed the customer's interaction with our Customer Service, and recognize that proper procedure was not initially followed. The customer should not have been quoted a deposit to restore service, and this issue has been addressed. We have also verified that the customer was not charged a security deposit. We understand the customer's frustration with the situation, and apologize for the inconvenience he experienced.
There are indescrepencies in deposit. Also heat is a NEED, after paying the company is ok with me freezing for 1-2 business days.
On Sept 6th, I was attempting to move into a townhome (listed in address above). I called Vectren to see the cost to transfer utilities. I was quoted $122. At the time I realized I could not afford to move so I waited. I am not able to afford everything and instead of the 122 I was quoted now $160 and none of my circumstances have changed. I was also informed that after my payment, there will still be 1-2 business days IN 30 DEGREE WEATHER. I explained there's no heat in the apartment and it's the ONLY place I can go. I would be miserable. Even after speaking with a manager, Vectren company was ok with letting me freeze. Now I can indeed take my $160 buy a $30 space heater for a month or so and be just fine but I would like for my entire apartment to be heated. The only need in my house for gas is heat so once the weather breaks I would not actually need it. So it is actually MORE beneficial for the company then for myself to start service yet the company was ok with the TERRIBLE service I'm recieving.
I would like for my payment (deposit) to remain at the quoted price I was given in Sept and as well as the service to be connected in the same day as my payment.
The customer initially contacted us for service on September 4th 2017. At that time, she was advised that her unpaid balance from a former account, plus a security deposit, would be required to begin service. The customer did not make payment or contact us back until March 16th 2018. Due to the time that had passed since her initial request, another application was processed. The security deposit total is based on the past 12 months of consumption history, which resulted in a different quote than that provided more than 6 months prior.
Vectren does not offer same day orders for service requests. The customer made her request on a Friday, and per our normal process was advised that we could schedule an order for Monday. She declined to make payment or schedule an order for Monday.
(The consumer indicated he/she DID NOT accept the response from the business.)
As EXPLAINED, I did not make the payment because I did not move in. The apartment I was already in did not require gas. I am moving in now that I can afford to. The past due amt (which I never received a bill for because I moved) was only $36 according to rep (still haven't seen a bill) and YES I asked for same day service. If you going to RAISE my deposit simply because I did not accept back in Sept. at least cut my service on the same day SO I'M NOT FREEZING. But I guess who am I to think a company REALLY care about customers right??
We do understand the customer's frustration with the situation. However, deposits are based off average and if there is a lapse in time, the quote can change. Additionally, orders are scheduled in the order received and the first available day. We apologize for any misunderstanding with the process.
Return fees for Bank Account
After trying to pay my bill online with my checking account and routing number; it was returned from my bank to the Vectren company, and on the website they said that it was because my husband put the wrong name in. So we called his bank and they said that the website put extra characters into the box where you put the name. something like 16 characters with numbers and letters that had nothing to do with his name. For february we tried to do the same thing, after we had called the company a lot of times to explain and get an explanation of the problem. There were many different things told to us, including that the bank and routing number were wrong, which we had confirmed numerous times with both Vectren and my husbands bank. After talking to a supervisor after the second payment was sent back again we were told they would not waive the 25$ fee. This is a website issue that is causing problems and I was unable to talk to anyone with any kind of tech support with vectren to get them to understand. They also said they would call me back and havent. We've tried to pay the bill 2 weeks in advance twice with a bank account; only to have to pay it with a debit card- having to pay the 2.00 fee for debit card. This is a frustrating issue. Please HELP!
WAIVE THE 25$ fee and figure out what in the world is going on with the website!
We have attempted to reach the customer to discuss her payment issue, and left a direct number to our corporate office. At this time, we have been unable to make contact with the customer. When the payment information is provided to the financial institution, our website does not add any additional information other than what the customer has provided. The customer has indicated to the IURC that she was satisfied with our resolution, but if she would like any additional information or clarification, she can contact our corporate office directly.
Vectren misbilled my and I called them about it, they offered to send me a corrected bill showing the bill was correct only to get the exact same bill
my electric charges don't add up to what they are billing me for.
current Electric charge. $76.92
(includes service charge of $11.00)
Sales tax $7.78
Total Electric charges $119.00!
It doens't add up to $119.00!
I want a refund of the $34.30 that I overpaid to them!
At the end of December, Vectren identified a bill print issue affecting a subset of our customers. This customer was impacted by that issue. While the total bill amount and "Current Electric Charges" printed correctly, it did not print the normal line items for adjustments and riders. The customer requested a corrected bill, and the representative sent another copy of the incorrect statement in error. Although the bill total amount is the same, we have now sent the customer a corrected statement which shows the adjustments and riders. We apologize for any confusion or inconvenience.
Them taking my money to activate my service again then lying about coming to activate service again
On Thursday the 28th I paid vectren 319 dollars to have my gas turned back on knowing it was going to drop down to the negatives outside. They didn't schedule to have my service turned back on until Tuesday the 2nd due to it being a "holiday" Thursday nor Friday was a holiday. On Tuesday I called them at noon to inform them I have to work at 2 and that I may not be able to answer my phone after that but someone would be home. They called me at 3:25 and and 3:33 and I just missed the 2nd call by not even a minute, I called right back and they made me have to schedule a new appointment because they didn't want to come back out my way. it is -10 plus degrees outside and I have 2 babies. They lied to me saying they even tried going to the house and knocking on the door but my wife was home and she even said noone stopped. They had all day to turn my service on and wait til the last minute then blame me when I warned them I had to work and are now making my family go without heat again in the negative temps and weather advisories out. Both my kids and even myself and wife have colds, my electric bill is more than doubled due to having to run space heaters and leave the oven open to keep my house somewhat warm.
for our suffering and mistreatment by this company all I ask for is a refund of the 319 dollars they made me spend on them that they take out of my account the same day but wait almost a week to turn my service back on during these cold nights.
The customer contacted us Friday, December 29th to make payment of $319.51 and restore gas service that had been inactive since May. The payment of $319.51 included the customer's past due balance, security deposit, and reconnection fee.
Prior to making payment, the customer was advised that due to the holiday, the reconnection order would be scheduled for January 2nd. The customer agreed, and the order was scheduled with instructions that our technician call the customer 30 minutes prior to arrival to confirm access. On January 2nd, our technician called the customer twice, and the customer failed to answer either call. At that point, the technician left a message for the customer to call and reschedule, and the technician was dispatched to his next order.
Once the customer contacted us to reschedule, another order was scheduled for the next day, January 3rd. The second order was successfully completed.
My family is moving from out of state to XXXXX *** IN XXXXX. 28 Dec 2017, sellers are still moving out and unknown to them gas was shut off early this morning. They also have two small children including a newborn. The paperwork we were given at closing listed today as the day to switch gas coverage to our name. My wife called Vectren asap. She offered to pay emergency fee to turn on the natural gas to help out the sellers and as we are needing to move in with our 5 year old child. My wife was told that next Wednesday 3 January 2018 was the soonest as they are taking holiday starting tomorrow through new years. This is 7 days without natural gas which is the only heating source for the house & it's water. It has been well below freezing outside & I saw negative 9 degrees Fahrenheit a couple days ago. My wife was in tears as she tried to find a alternative but apparently this company has a monopoly on the natural gas in the area. The Vectren representative said all she could do was offer numbers for shelters. Our realitor called and was told it could be bumped up until 2 January 2018; this would still be 6 days without heat. The Realitor let my wife know and my wife called back to verify. My wife was given another run around and the lady at Vectren put notes saying our realitor had hung up on them. Our Realitor states she did not hang up on them. My wife had also been told that gas leak or medical emergency could get someone out there. She questioned if she got a doctor's note they'd get someone to turn the gas back on. We have all been suffering with colds but this receptionist said that it has to be life threatening. I would think subzero outside should be considered imminent danager. I found another number for Vectren emergency dispatch. Everywhere we have lived the power and heating fuel companies has been required to fix issues of this magnatude in inclement weather as priority. The lady said sorry we don't consider this an emergency and hung up on me!
Product_Or_Service: Natural gas
Other (requires explanation) This should never ever happen to anyone. When they have a monopoly on natural gas in the area they should be required by law to have service personnel available to rectify gas delivery issues 24 hours a day 7 days a week. Vectren is trying to point blame at the realitors and sellers. When all they need to do is turn the natural gas on. We were not notified that this could take days. We tried to do everything in our power to get this fixed. The reviews online say this co. has terrible reputation.
We understand the customer's frustration with the situation, but at the time the service was disconnected we had not received their new service request. New orders are scheduled on a first-come, first-serve basis.
The previous homeowner requested the service be taken out of her name as of December 28th. At the time of the request, the new homeowners had not contacted us to request service. If we had received a request from the new owners prior to the service disconnection, we would have simply transferred the service into their name and service would have remained active.
Once the new owners contacted us for service, we processed their application and advised them that the service would be connected within 3 business days. Due to the holiday, the first available date for connection was January 3rd. However, due to circumstances, an exception was made to connect the service for the customer on January 2nd. The service is now active.
(The consumer indicated he/she DID NOT accept the response from the business.)
Our request was on Jan 28th also on the 28th and they also refused to return service under th the sellers who had unknown service was shut off called an HVAC technician to come out as they were losing heat and had both an infant and small child as they were moving out. We have a 5 year old daughter. Our daughter was sick and subzero temperatures outside should be an EMERGENCY! We had to get electric heaters to keep pipes from freezing. As we drove heaters out to the adress we passed a Vectren service truck at 7:30pm within a minute of the adress. They could have helped but refused, were rude and inconsiderate of a potential life and death situation for both families involved.
The previous owners scheduled for the service to be disconnected on December 28th, and the service was disconnected as requested. Per our normal process, once the new customer contacted us for service, an order was scheduled for the next available day- in this case, January 3rd. We understand that the customer was not aware that the previous owners had scheduled disconnection, and that it caused a difficult situation. Due to the customer's situation, we made an exception to schedule their order for January 2nd.
Service and Delivery Charges
My complaint is that I can't get a clear explanation of charges. Below is the exact same question I asked a Vectren representative.
0 I 5:59
https://webchat.vectren.com
VECTREN
Live Smart
Exit
***
According to my bill I used 64.976 therms.
However the Service/Delivery charges break
down to $0.2644 per therm for the first 45
therms then $0.1853 for every therm after.
Either I'm having a very hard time using a
calculator or misunderstanding. 64.976 therms
minus the first 45@ $0.2644 $11.898 then the
remaining 19.976 therms @ $0.1853 $3.701.
I'm unsure how $35.36 in service and delivery
adds up. Can you help me understand?
The answer I received.
Agent:
The Delivery and Service charges also include
applicable taxes, riders and other fees.
***:
Taxes are clearly explained on my bill or at least
I hope they are. What are these "Rider and other
fees"?
***:
There is $19.77 in extra charges I'm not clear
about.
M21
https://webchat.vectren.com
6:22
VECTREN
Live Smart
Exit
Agent:
The IURC is the Indiana Utilities Regulatory
Commission, the governing body of utilities for
Indiana.
***:
Where can I obtain this information from?
Agent:
Which information?
***:
A copy of the IURC
Agent:
The IURC is a governing body. There are no
copies of it. You can view their website at
http://www.in.gov/iurc/
***:
So nothing that specifically says Vectren/IURC
I'm yet to get a clear answer of these charges.
Explain to me in writing why I'm being charged for something that is clearly not itemized on my bill and that nobody has an explanation for. Refund me my money for any and all charges that I was not made aware of.
I have contacted Mr. and provided a detailed explanation of the charges on his bill. Additionally, I reviewed historical consumption data and provided estimated bill calculations for anticipated future usage. Mr. has my direct contact information for any additional questions or concerns.
No good. When you first sign up for service, which is likely required because they will have a monopoly over your area for gas or maybe electric, they will attempt to sign you up for a long list of bogus services that you would never need or use. In my experience, I adamantly refused all of these services, but of course I still was charged. This company reeks of fraudulency, especially given all the other negative reviews and complaints, and you should avoid them like the plague if at all possible. The A+ rating is a joke. If they try to charge you for bogus services, just don't pay them, and report it to the Revdex.com. After their customer service representative told me there's no way they could remove the charges even though I specifically said I did not want them when I signed up, I simply did not pay that portion of my bill and eventually after a few months it was taken off. They will always find a way to add some ridiculous charge to your bill though. I just got an extra charge on my latest bill for "gas delivery" that was almost twice as much as my actual gas bill, with no explanation. I often have no idea if the things I'm being charged for are legit. If only there was competition in this field. Next time, I will be avoiding apartments that utilize gas so that I don't have to deal with Vectren, and I would advise everyone to do the same.
I was falsely accused of turning on my own gas. I was not notified of the usage or being cut off from service. I was also charged for a locking fee.
I recently became a first time home owner in July, 2017. In October of 2017, my boyfriend and I requested an appointment for our gas service to be activated for our home. The day of the appointment he stayed home and saw a Vectren truck on our road, but no one stopped. Later in the day, there was warm air coming from the furnace. We assumed the Vectren truck turned our gas on earlier in the day. A month went by and everything went fine. We received a letter from Vectren regarding the start of our service and possible insurance options. This made us think everything was going good. On Thursday December 30th, 2017 we came home to a cold house and no heat. I arranged for our furnace to be checked as I thought that was the issue, but there were no problems. So, we called Vectren to see if they could help. Instead of trying to help, they immediately started accusing us of turning on our own gas. I didn't know what this meant. So, they explained that their service truck arrived at 7:55am on October 23rd and no one was at the door. However, we were home that day and saw the Vectren truck. We were told that their service hours began at 8:00am, but their tech records show they were at our house at 7:55am, before operating hours. We were not aware that an inspection had to be completed that day. We assumed that the service worker simply just needed to turn it on. I do not understand how the gas service was working, unless they did in fact unlock it. I feel that it is not my fault that the gas was working. I do not have control over turning it on and off. I do not even know where the meter is located, let alone how to work it. So, after being falsely accused and treated rudely, we wanted to correct the misunderstanding as quickly as possible as the weather is cold. We do not have any other method to heat our home. The service agent claimed that no actions could be done until the 'illegal' usage was investigated. They said we had to pay the usage fee and a re-locking fee. I understand paying for the usage; we expected that as a monthly service bill. However, I did not expect a re-locking fee of $65.00. Desperately to get our heat back, we paid both fees. Even though both fees were paid on the following day, Friday December 1st, we were told we could not receive an activation until today, Monday, December 4th. We spent 4 nights without heat due to this misunderstanding that we were not notified or warned about. We were not notified or called on October 23rd, the original day of activation. We were not notified or warned on November 30th, the day of being shut off. We were completely blindsided and left without any reason or explanation. I feel like we were treated rudely and unfair. As a first time homeowner, I never expected this much trouble.
Since we were not responsible for unlocking the gas meter, I feel it is unfair to be charged a re-locking fee. I would like to get this fee back since it is the business's responsibility to lock and unlock the gas service. I wish to feel like a valued customer and not be wrongly accused of actions.
The customer contacted us by phone October 13th, and scheduled for the service to be connected October 23rd. During that call, the representative advised the customer that our technician may arrive as early as 7:30 AM. Per our records, when the technician arrived on site October 23rdat 7:55 AM, there was no one available for access. The order was cancelled, a door tag left, and our meter left off.
We dispatched a technician to the home November 30th to investigate consumption on our meter that should not have been active. The technician found that our gas meter on when it should have been off, and therefore he turned off the meter.
The customer contacted us via webchat on December 1st, and during the chat stated that following the missed October order, "My father in law came over and turned the gas on." The customer was later contacted by the appropriate department to schedule for the service to be placed into his name, and he was billed for both the consumption and the fee for having illegally turned on our meter. Based on our information and the information the customer provided, the fees are legitimate.
Poor service response
Vectren has set to turn service on at a house I own. They set a day said it was vacant they could just enter. I get there the evening after they're suppose to be there and left a note saying they couldn't enter. I called they said someone would be there that night but couldn't give a set time. Had somebody wait there from 6 til 9 pm and nobody showed up. I called again and they said it'd be another couple days but someone would have to be there. They said the tech would be there between 8-4 and they couldn't give anymore set time. But would call 30 mins in advance. This is the 3rd try and every time somebody has to wait it cost money for either me whoever waits. Vectren has already received they're money. I just want the service that I pay for.
Turn service on quickly
When the customer originally scheduled his order, he advised that no one would be on site, and the home was vacant. For the safety of our technicians, our policy is that prior to entering a vacant home without the customer on site, there must be a lockbox provided for access. Unfortunately, our representative did not communicate this to the customer, and the order was not completed. The customer contacted us back, and due to our error we dispatched another technician the same day. The second order was scheduled with the instructions that an adult would be on site; however, the technician dispatched for the order stated that he knocked on the door several times and no one answered. At this time, the customer's service has been connected, and we apologize for the inconvenience the customer experienced when initially scheduling his order.
Vectren disabled the furnace in our house and damaged and left in a non working condition.
On Friday 10/27/17 *** Construction installed new gas lines and a meter to our house and in doing so disabled the furnace inside the house. After the new lines and meter were installed they failed to get the furnace working again. They stated it was not their fault and left without resolving the matter. The furnace worked in a proper manner until they had disabled it to install the gas lines. A Vectren plumber then came to the house and confirmed that the furnace did not have power going to it and left without resolving the issue. Vectren is claiming that the furnace is not their problem and refusing to fix it. We have spent the whole weekend without furnace heat. Vectren and *** are responsible for fixing the furnace their employees broke.
Vectren has to pay for an outside HVAC to properly diagnose and repair the furnace.
On October 27th our contractor was completing gas maintenance work in the area. The contractor's plumber followed his standard checklist procedure in relighting both the water heater and furnace. The water heater was relit with no issue. However, he could not get the furnace to self-ignite. The plumber tried to reset the thermostat but the induction fan would not turn on. He made multiple attempts but still could not get the induction fan to turn on. The plumber advised the homeowner of the issue and that she would need to contact a certified HVAC.
The customer contacted Vectren on October 27th stating she had no gas coming to the home, and we dispatched a technician. The technician noted that the customer had gas, but that there was no power going to the furnace. The technician states that the customer told him they had issues with the furnace in the past. The technician advised the customer to contact a repairman.
While completing the maintenance work, the contractor did not disable the furnace- they simply turned the gas service off to the home while completing the work. Turning off the gas service would not damage the customer's furnace. Since the work did not damage the customer's furnace, the contractor has notified us that they have denied the customer's claim.
(The consumer indicated he/she DID NOT accept the response from the business.)
The furnace worked before the contactor had touched it. They entered the house and caused $150 worth of damage to the switch controlling the furnace then also disabled the breaker for the furnace. How a company can not take responsibility for the actions of its employees is disgusting. The furnace has since been repaired by a competent repairman and the damaged switch was found. The switch was used by the contractors and damaged by them.
We understand the customer's frustration regarding issues with his furnace. However, the contractor has advised the work they performed would not have damaged the customer's furnace. As such, the contractor has denied the customer's claim.
problems getting a strait answer about getting gas turned back on.
at the end of July we were going through a tough financial spot and our gas was shut off . we go to get it turned back on 2 months later pay the bill and get a day to have it turned on. well no one shows call to see what's going on they say a tech was there and no one was home my wife is a stay at home mom she was there the whole day and there was no sorry we missed you tag. OK so may be there was a mix up. the next available day for a tech is the following thursday. well Thursday comes and now we owe a reconnect fee and a new deposit. that make absolutely no aence. we already payed a deposit and it should still be there and no one said anything about a reconnect fee when I first payed the bill. no I'm sitting in a cold house and can't get an answer out of the 4 reps I have talked to as to what I need to pay to get heat
my gas on and tell me where my first deposit went
The customer was disconnected for non-payment in July. Once the service was disconnected, the security deposit the customer had on file was applied to the remaining account balance. The customer contacted us via webchat on October 27th, and was advised that to reconnect the service, he would need to pay his remaining balance, a reconnection fee, and a security deposit. Another security deposit is required because his previous security deposit has already applied to the balance. The customer did not make payment at that time, and no order was scheduled to reconnect the service.
Our records do not indicate additional contact from the customer regarding reconnection apart from his October 27th webchat. If the customer would like to reconnect the service, he will need to contact us to make a payment and schedule a service order.
They subcontracted Shade Tree Service to trim some trees and damaged my house.
Several weeks ago I was sitting in my house and heard machinery and chippers. I looked out back and saw Shady Tree trimmers in buckets trimming the trees down the easement. I later saw my electric and phone wires jumping violently and didn't think anything. I later saw they hit the lines or something and tore my siding off the house and bent my electric mast. I called and complained. Shady Tree came out and shook their heads and blamed it on me! Because I had firewood lying in the yard. I called Vectren a few days later and told them nothing was done. It's now several weeks and nothing done. It put me furthur into heart failure with the stress. I can't sit outside and relax because I can't stand to look at the damage to my house. I want this fixed and fast.
i want my siding put back on the house if it can be. not sure how bad it is bent and if water has gotten into my wood since the siding isn't on. i want the electric mast straightened.
Our contractor trimmed away limbs from the electric line in August 2017. After the customer notified us in September that she believed there was an issue with her siding and her weatherhead due to the tree trimming, we sent a technician to assess the situation. At the time of our site visit, there was no danger at the home either from our lines or the weatherhead condition. The telephone/cable wire is pulling the siding from the customer's home.
Vectren referred the issue to the contractor to review customer's claim. The contractor has notified us that they have denied the claim. The customer may want to contact the telephone or cable company regarding their wires pulling the siding from the home.
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't have cable or TV. those are old wires. The tree company was dropping limbs on all wires leading to my home and THEY pulled the siding off by the wires jumping violently as they dropped limbs.
The electric mast may not be in danger but my roof leaking may be from where the boot was disturbed around the mast.
of course the guys are going to deny it. They don't want you to know they were dropping limbs on wires and not get contracted again. They had no idea what they were doing. They even moved my grill and other yard items and didn't put them back. I injured myself putting them back.
We understand that the customer is frustrated that the siding is pulling away from her home. However, it is not her electric line pulling the siding. We have verified that her electric lines and weatherhead are not a danger to her home. The contractor has advised that they have denied the claim, and have notified the customer of the denial.
(The consumer indicated he/she DID NOT accept the response from the business.)
The electric head is BENT. The siding was pulled off because the imcompetent people dropped tree limbs on my old telephone line. I will be complaining about them as well on social media, the Revdex.com and may take it to small claims. They are not allowed on my property or they will be arrested for trespassing.
They are liars as well. I have never heard from them. My siding is not 'pulling' away. My siding was PULLED off by incompetent tree trimmers. I have lived here 26 years. Never had a problem before. Make sure you inform them they will be arrested if they ever touch my items again or get in my yard. see you on the other side
Billing for services I never incurred
Vectren is billing and has sent me to collections for a bill that was not incurred by me. I am the executor of my mothers estate. After she passed in April of 2015 Vectren contacted me asking me if they could send me the bill. They put the bill in my name and it should have stayed in my mothers name. I only agreed to have them send me the bill so I could give it to my lawyer to put into the estate. The estate is still open. They have indicated that they would not take the bill out of my name because I told them to send me the bill. It was a miscommunication and I would have never agreed to pay this because my attorney advised me not to pay any of my mothers utilities.
I want them to take this bill out of my name and have the collections withdrawn
We have reviewed the customer's interactions. The customer notified us via phone December 30th 2015 that her mother had passed away, and she needed to make updates to the account since the bank information had changed. We advised we could not leave it in her mother's name since she was deceased, and the customer requested to place the service into her own name. The customer did not request to place the service into the estate name. The representative advised multiple times during the course of the call that we were placing the service into her name, and the customer commented about putting it into her name so she would receive the bill. Per the customer's request, the service was placed into her name, and the statements mailed to the home address she provided. The charges are valid.
Service was disconnected and payment was made.
Service was disconnected and payment was made within 10 minutes of disconnection. Contacted company to inquire on getting service connected, I was told that I would have to pay $240. Latest bill said that past due amount was due before Oct 31. Bill was paid Oct 16th. Company unwilling to work with me on deposit or re-connection fee. Basically spent $127 and sitting with no service. There was no attempt to contact me other than the paperless bill. No mail or phone call attempts.
Would like service restored with no deposit or re-connection fee. Payment was submitted prior to disconnection date.
The customer's September 15th statement was a disconnection notice, and the service was subject to disconnection on or after September 30th. The customer did not make a payment, or contact us to make a payment arrangement to prevent disconnection. On the October 16th statement, under "Important Information," it advises that "Your service is subject to disconnection at any time for non-payment of your previous past due balance of $83.57 as stated on your last bill and disconnection notice."
We understand the customer's frustration, but the customer was noticed appropriately and the disconnection was valid. At this time, the customer has paid the required reconnection fee and deposit, and the service has been reconnected.
(The consumer indicated he/she ACCEPTED the response from the business.)
Set up appt day for service to be turned on, never showed up, despite calling multiple times to be sure they were coming.
We are moving 9/24/17 and I called 9/18/17 to pay my deposit and set up a date for our service to be turned on. I was told someone would be out on Monday the 25th since they don't have Sunday appts. I said ok sure. They said they do not schedule appt times so my husband took the day off work to wait for them. I had requested the 30min call ahead window since we are in the process of moving and would be back and forth between the houses. Monday by 2:10pm we had not heard anything, so I called. They said yes they are coming today, but they can't guarantee a time and they would call 30 mins before arrival. 6:30pm still no communication. I get online and chatted with a rep who again assured me someone will be out today, since they work till all orders are completed, but they couldn't give a time. 1:30am 9/26/17 still no call and no gas. We have no hot water, heat, or ability to cook on the stove. Now in addition to my spouse taking a whole day off work, we will now need to do this again for whenever they decide to come out. Luckily it is warm and our family doesn't need heat currently, but it would be nice to have warm water and be able to cook food. They are held with zero liability and without responsibility to customers. Not only do they get away with telling customers they will not set up a window of time, they can also take your money and not connect service on the scheduled date!
I would like for them to set a time to be out and stick to it! I am in healthcare and cannot just abandon my job the second they call- this is why my husband took a day off work. We can't keep taking off work and waiting all day. I would like service turned on immediately! We are renting this house and it is a violation of our lease to one, not have the utilities in our name, which they said they can't do until someone reads the meter, and two a violation for not having a utility turned on while living in the house under the lease.
Spoke with a supervisor they came out the next morning and are crediting my bill for $20. Thank you
Inappropriate billing charges appearing on my bill every month even though I have called several times to have these unauthorized charges removed.
Charges of $50 and $76 are showing up on my bills. The first was for NON Vectren services and that was for $50, I called and asked what this charge was and I was told it was an insurance service, so I told them I NEVER signed up for any insurance and to take it OFF my bill, the woman I spoke to said she would and I assumed that was the end of it. UNTIL I got the next months bill! Now on this bill, I was being charged $76 for Third party services. To me it seems that they just CHANGED the wording and added more of the charges!!! Because the previous bill had "non vectren charges" and then on the next bill it showed up as "third party charges" in the same place! I DO NOT WANT ANY INSURANCE, PROTECTION PLAN OR ANY OTHER SERVICES!!!!!! I just want to pay for ONLY the gas that I use!!!!!!!!! NO MORE! This is a scam! It should be illegal!! I will file more complaints if this continues! This company is preying upon people to rob them of their money! I feel bad for elderly people using Vectren that may not check their bills close enough and they end up pays these huge charges for things they NEVER authorized!!!
I want the "Non Vectren Charges" and the now called "Third party charges" REMOVED FROM MY BILL
We have reviewed the customer's interactions with Home Solutions and Vectren. On July 7th, the customer did agree via phone to enroll in the Home Solutions coverage. On September 11th, the customer contacted Vectren questioning the coverage, and was referred to Home Solutions for further information or to cancel her coverage.
Home Solutions has advised that on September 11th, the customer contacted them to cancel the services; however, after speaking with an agent she decided to keep their surge coverage to protect her personal electronics.
We have confirmed that the customer did in fact agree to the coverage on July 7th. Since Home Solutions is a third-party company, if she wishes to cancel or further dispute the coverage, she will need to contact Home Solutions directly.
I have filed a complaint previously with the Revdex.com regarding the bogus charges/fees on Vectren bills and I am still having issues!
This company is HORRIBLE! This entire company is using BULLY tactics with their customers! They unfortunately have a MONOPOLY in the area I live so I cannot switch natural gas companies! Which should be illegal, and I will look into that next! I have filed a previous complaint regarding bogus, unauthorized charges on my bills for weird 3rd party services, that I NEVER agreed to nor signed up for, but Vectren just puts these on your bill and NEVER tells you about it!! The customer service agents are HORRIBLE and RUDE! My bill constantly goes up every single month, which makes no sense because I am never home, and I keep my heat set low, and I don't cook, I do not have a washer and dryer in my unit, so I am not using gas to there, so I am not sure who is using all this natural gas in my tiny 800 sq.ft apartment, to cause the bills to be over $100 each month and continually going up! I have asked for them to check my meter, maybe they need to replace it, if it is old and maybe that would help, but all I get is the runaround from the customer service people, who are rude and not helpful! I have friends that live in the area near me, they are also Vectren customers and they live in 2 story houses and their bills are not as high as mine, which makes NO SENSE!
Also, I signed up to be on their budget program because my bills were so high and my monthly bills WENT EVEN HIGHER AFTER doing the budget program!! And they charge you added fees to be on the budget program! NONE OF THIS MAKES SENSE!! I want this RESOLVED! I want ANOTHER choice for natural gas, I want ALL bogus charges OFF my bill, I want my meter read and or replaced if it is old equipment, I want an FULL investigation done on this company and their practices/monopoly, I want the customer service agents to be TRAINED to actually know what they are talking about and to actually SERVICE the customer properly!
I want this RESOLVED! I want ANOTHER choice for natural gas, I want ALL bogus charges OFF my bill, I want my meter read and or replaced if it is old equipment, I want an FULL investigation done on this company and their practices/monopoly, I want the customer service agents to be TRAINED to actually know what they are talking about and to actually SERVICE the customer properly!
Billing Adjustment
The customer and her father contacted our Customer Service November 29th 2017. During the call, the representative explained that the previous bill included both the budget bill amount and a returned check fee, since the customer's October payment had been returned by her bank. The representative also discussed the usage that is typical for the address, and how the budget billing program works. By the end of the call, the customer and her father advised they were satisfied, and had no further questions. We have reached out to the customer to discuss any other concerns she may have, and left a direct contact number for our corporate office.
Vectren massively overbilled us due to its own errors. We have been trying to fix this by contacting Vectren repeatedly, yet it will not fix this.
VECTREN proactively contacted us back in July to install, in the words of the person who called, "a new digital wireless meter the readers can read from the road without getting out of their car." It wasn't a choice: VECTREN said it needed to do this. So of course we said yes, the installer came out, installed it, said it was up and running, and left. It is just my wife and I here and since winter weather ended, our bills have been extremely low, in the $20s, because all we are using gas for is to heat hot water. But the very next bill that arrived in the mail after installation of the new device, dated 8/2, was $1,043about 50X higher than normal! We called VECTREN'S offices the very next day. ***, badge #XXXXX, said it was obviously a serious error; he'd get to the bottom of it, get it corrected, and that we should wait for our corrected bill. We never heard from *** or anyone, but the evening of 9/5 we did get an automated call from VECTREN "to discuss our account." So the next day, 9/6, we spoke with someone at VECTREN who said that yesterday, 9/8, was his last day, but that his teammate, "***," would take care of it and would be calling us. He also said our next bill would arrive in a few days, and "it will mention disconnection for non-payment, but disregard it, and don't pay anything, we're getting this fixed; I'm putting a hold on your account so no such action can be taken and it allows us time to get this fixed." We did not ask this person what his name was, but I asked him what his new job is, and he said it is with a plastics company there in Evansville. He said he believes VECTREN's massive error occurred in what someone carelessly wrote down when the new meter was installed: the true 4-digit reading began with first digit "9," but someone carelessly wrote the first digit as "8," and that is what did it. This person sounded a LOT more on top of things than *** on our first call, but we have no assurance that a guy who was leaving the company in two days has actually taken care of this, either. And, just as he said, the next bill did show up, with an even higher total billing amount, because no one at VECTREN has lifted a finger to do anything about this. Here are the facts: 1 VECTREN proactively contacted us to install something new at our residence. 2 Some combination of careless errors associated with VECTREN's installation of the new device caused VECTREN to massively overbill us, presenting us with a bill staggeringly larger than any bill we have had since we moved in October 2016. 3 VECTREN should have mechanisms in its systems or human mechanisms in place such that when it sees something like this it contacts the customer. Not only is it hitting them with a bill that cannot possibly be accurate; something like this could be evidence of a gas leak on their property, thus endangering the lives and health of VECTREN customers. Yet NO ONE said a word about this until WE contacted VECTREN. 4 We have now contacted VECTREN twice trying to get this situation corrected. Yet here we sit, 9/9/2017, just a week or two from "disconnection," per VECTREN's latest erroneous invoice, with no resolution and no word from anyoneother than one guy whose word was worthless, and another guy who effective today is no longer employed by VECTREN. 5 VECTREN is committing incredible harm to its customers, and citizens of the State of Indiana who...and here's the kicker in all of this...HAVE DONE NOTHING WRONG.
1 Contact us immediately to assure us this is actually being resolved. 2 Remove this massive overbilling and adjust our last two bills to reflect the actual levels of usage that are pretty much identical to the previous few months of billing. 3 Issue us a written apology also stating that--as the second rep told us by phone--that since this entire situation is VECTREN's fault, NO notice of any kind is sent to any credit bureau over this. 4 Assure us in that written notice that measures are in place to prevent VECTREN from ever doing this to us again. 5 As a gesture of goodwill to us for the time and attention we have taken out of our working and personal lives trying to address VECTREN'S massive error, and the anguish this has caused--as my wife considers the possibility of our service being disconnected for things that are entirely VECTREN's fault--we believe a sizable credit adjustment of $50-100 is in order.
We understand the frustration regarding the incorrect meter reading being entered and having impact to the Vectren billing statement. We have corrected the meter reading and billing concern. A new bill has been generated with an extended due date. We are always looking for process improvement opportunities and appreciate the feedback that Mr. provided. We have spoken to Mr. regarding his concerns and we sincerely apologize for the inconvenience this situation caused.