Clark Gas & Oil Company, Inc.

Review: I have used Clark for gas service to a second home in Floyd,Va. I have never failed to pay a bill since 1999. I used the gas to heat this home enough in winter to keep the pipes from freezing. About 5 years ago, gas prices were high. I started to just drain the pipes and over the last 2 years, I used a small electric heater to keep the well unit just above freezing. During the high gas prices, I was put on a year round pricing (I had never failed a payment) because of usage. I eventually had an $1100+ credit to my account because of this practice. Last year, I received a $75 charge for minimal usage. When I called to complain, I suggested that I just discontinue service and get a small tank, I was notified that there would be a discontinuation fee and tank removal fee and it seems that leaving the tank was reasonable. In July, I sold the farm. I asked that my balance be refunded and it was. The gas and tank were transferred to the new unit. As I arranged for that transfer, I was appalled at the amount that I would have been given for the remaining gas in the tank from Clark (about $.50/gallon and the value purchased at $2.78) as well as the expense of tank pick up charged. Fortunately, that did not happen to me and we transferred the account and tank to the new owner. Today and on August 31, I received a bill for minimal usage (for this past year). They know that I have closed my account. I can afford this amount but many people cannot. I am not sure what my 1999 contract stated but the this is a marginal business practice that needs to be openly discussed.Desired Settlement: Would be great if this $75 dollar bill doesn't affect my credit. Would really like to see future changes in what appears to be business practices that nobody really likes but " they have you over a barrel". This is unusual in that I don't depend on Clark for future gas service since I sold the property. Clark's billing structure needs to be publicly reviewed.

Business

Response:

This is a response to your letter dated September 20, 2013. Upon further review of the complainants' account, we noticed he received a duplicate invoice in error due to a computer glitch. This invoice has been removed from the customer's account and the balance is zero. In regards to our minimum usage practice, the customer has the option upon signing with Clark Gas & Oil to either purchase or lease a tank. The pros and cons of buying the tank versus leasing the tank from Clark Gas & Oil are explained in detail and up front before signing an agreement. The customer's decision was to lease the tank from Clark Gas & Oil. As his letter states, he made the choice to reduce his usage by draining his pipe and using an electric heater. By doing so was unable to meet the minimum requirement stated in the lease agreement. Upon termination, the terms are clearly stated on the application and/or on the lease agreement. In this case, we have the right to purchase the remaining gas in the tank at cost minus $.50 recovery fee. This customer did not want the tank to be picked up because he felt the new owners would more than likely stay with Clark Gas & Oil, so the buyback of fuel did not apply. If you would need additional information or have any questions, please feel free to contact me either by calling ###-###-#### or by email at [redacted] Sincerely, [redacted] New River Valley Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]