Mr [redacted] contacted Columbia Gas on 9/29/2014 to start a new service at [redacted] Av, Alliance, and to close his account at [redacted] Rd, Beloit. The connect order was placed, however the disconnect order was not. He called on 11/5/2014 after receiving the 10/20/2014 statement,...
and was advised the 9/29/14 call would be reviewed. On 11/7/2014 the account was sent to the adjustment team to have the disconnect backdated to 10/01/2014.
Unsure as to why the adjustment was not completed until 1/19/2015, and for that I will apologize. I have given Mr [redacted] a $25.00 credit on his current account. I understand his frustration and time spent on resolving this matter, and I am in hopes the atonement will close this matter.
[redacted] - Columbia Gas of Ohio
Customer Relations
[redacted] called from Columbia Gas and left a voice mail in response to a Revdex.com follow-up call that they are in communication with the customer. They are waiting for a permit from ODOT and they need to do a "directional bore" which it is too cold to do right now.
The text in the business response is not true. I had made multiple payments between 2/28/2014 (the date they claim was the last payment they received from me) and the date of the shut off. They need to check the date of the payment arrangement as well, because the original due date of the bill was definitely 10/16, not 10/6. I had a payment arrangement for 10/24, and did not have a chance to make the payment. If they keep good phone records like they are acting like they do, they would see that I was actually on the phone with them on 10/24, in the process of making a payment, and I had to hang up and get into work right away because of an emergency that was taking place. I never did get a chance to call them back. I already got in touch with [redacted]. After waiting over a month for an appointment, I was not even given the opportunity to fill out an application before being told I didn't qualify. It became obvious to me at [redacted] that they don't give help to my type, but that's a separate issue.I do not accept this response, and will continue to refuse to accept anything other than them turning my service back on and working with me.
The current rate will not be changed. The annual review will be conducted August 2015 and based upon the customers' usage at that time, the rate will adjusted accordingly.
Records show Ms. [redacted] made a payment of $58.39 on 9-9-14 and $33.00 of that payment went to her security deposit. Ms. [redacted]'s PIP enrollment came through to us on 9-30-14. When a customer goes on PIP the security deposit is voided and applied to the account. The security...
deposit was credited back to the gas account on 10-1-14 and applied to the balance owed. When the customer goes on PIP the security deposit is not refunded it is applied to the account balance.
Thank you
Columbia Gas
Mr. [redacted]'s 1st bill on 8-29-14 was $58.39. ($25.39 and $33 security deposit). He paid the $58.39. The 2nd bill was on 9-30-14 and that bill was $63.28. ( $32.28 and $31 security deposit) We received his PIP enrollment on 9-30-14. On 10-1-14 was voided and the $33 was applied to is account. His PIP of $10 was coded on his account 10-2-14. When his account billed on 10-29-14 he owed $10 on his PIP. His account balance was $76.14 minus the $33.00 security deposit and the $10 PIP payment making the balance $33.14.
The $33.00 is not credited to the PIP payments.
Thank you
Thank You for contacting Columbia Gas of Ohio; I apologize for the inconvenience the change in your billing cycle may have caused. An credit in the amount of $12.35 has been applied to your account and a corrected bill issued. I hope you find this resolution satisfactory. Please contact our...
office if you have additional concerns, we are available Monday through Friday 8am-5pm. Our phone number is ###-###-####.
Sincerely
[redacted]
Strategic Initiatives
Columbia Gas of Ohio
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me. Although I am still not happy with the manner in which the service was interrupted, nor am I happy with the lack of response over the 4 months that the service was turned off, the company did follow through and turn my gas back on the same day (Friday) as promised.
Thank You for contacting us, the customer service charge covers Columbia Gas of Ohio's fixed costs for meter reading, billing and other services provided by the company that are not related to gas usage or the number of days in the billing period. Columbia Gas incurs the same fixed costs every...
time it prepares a customer's bill, those charges will appear on each bill regardless if the billing is less than a month to cover the full cost of service.
The ability for Columbia Gas to charge the full amount of the customer charge is provided within the company’s tariff issued by the Public Utility Commission of Ohio.
As a courtesy, we will waive the service and delivery fee; however keep in mind this fee is not normally waived. For future reference, regardless of the number of days within the billing cycle this charge will remain as a part of your bill.
Note: Your current balance reflects a credit of $19.04
Thank You
[redacted]
Strategic Initiatives
Columbia Gas of Ohio
When I called in 20 minutes after the technician left my property, I called Columbia Gas to dispute their technicians accusations of fleas being in my home. Columbia Gas was unwilling to send a supervisor or anyone out to my home to see and show me this, 'flea' problem. Their technician lied, and Columbia Gas did nothing to try and resolve the issue and see if there was an actual problem or if the technician had in fact lied for whatever his reasoning. The technician was very rude to my neighbor that was here to allow him access. Then Columbia Gas said they entered my call from 11/25/2014 as a, 'missed appointment' and refused to reschedule me for 5 business days. Being the week of 11/24 being a holiday week, the 5 business days was not until 12/3. That would make 9 days I would have been without gas, and therefore without heat in my home. The resolution I was offered came 7 days after being without gas, and my bill being paid in full, was they came out 1 day early to restore my services. That is unacceptable. Columbia Gas should not be allowed to treat people in this manner, nor leave them without heat during the heating season based solely on the comments/opinion of 1 of their technicians. They have absolutely no customer service when it comes to resolving disputes between their employees and customer. They are unwilling to believe their technician could lie, and unwilling to investigate the problem any further than their field technician. On 11/23/23014 I had a technician from WOW cable who worked in the exact same spot in my home as the technician from Columbia Gas would have had to work in. The cable technician had no complaints about a, 'flea' problem. My children's play room is also in this basement, and my children do not have a issue with, 'fleas'. But funny how Columbia Gas technician that was in my basement for less than 5 seconds says I had a, 'flea' problem. The ironic part of all this is, the technician that was out today from Columbia Gas had no complaints about, 'fleas', and no, I did not do anything to my home to treat for any pest issue. I want Columbia Gas to know that this type of customer service from a public utilities company, especially a critical utility company, this type of customer service is not acceptable and I want to know what policies Columbia Gas is going to adopt to prevent anything like this from happening to anyone else including myself. And trust me, I am far from being the only person who believes Columbia Gas has a customer service problem and runs a monopoly. I think it's past time for Columbia Gas to change and add to their customer services interactions, and on how to be more helpful and receptive customer complaints.
The customer service charge covers Columbia Gas of Ohio's fixed costs for meter reading, billing and other services the company provides that are not related to gas usage or the number of days in the billing period. Columbia Gas incurs the same fixed costs every time it prepares a customer bill,...
so those charges will appear on each bill regardless if the billing is less than a month to cover the full cost of service.
The ability for Columbia Gas to charge the full amount of the customer charge is provided within the company’s tariff issued by the Public Utility Commission of Ohio. However as a courtesy, the fixed amount of your billing $24.69 will be waived. Please keep in mind it is not a common practice to waive fixed service and delivery charges. In the future regardless of the number of days in the billing cycle; that charge will remain.
Thank You
[redacted]
Strategic Initiatives
Columbia Gas of Ohio
Thank you for contacting Columbia Gas of Ohio, I apologize for the inconvenience you have experienced. The Field Operations Supervisor responded to my inquiry into this situation today. He has stated he will contact you today in an attempt to resolve your concern. Please follow up with our office if...
this does not happen; our office is open Monday-Friday, 8AM-5PM. We may be contacted at ###-###-####. I hope you find this resolution satisfactory, please do not hesitate to call if we may be of further assistance.
[redacted]
Strategic Initiatives
Columbia Gas of Ohio
Quite frankly this will take more time and aggravation than it is worth to me, Columbia Gas and it's partner CSP KNOW THIS--THEY COUNT ON IT--IT IS PART OF THERE PROFIT PLAN--THEY USE THE METHOD OF PROVIDING MINIMAL INFORMATION--SO THEY CAN DISAGREE AND KNOW FULL WELL THEY CAN DRAG IT OUT FOREVER-. Columbia Gas and it's partner CSP are in my opinion not honest--drop your efforts
I find it an unsatisfactory response by Columbia Gas but I will take up no more time of the Revdex.com as you have done your best to keep discussions going. I would appreciate your listing this complaint as unresolved on your site because Columbia Gas has used their Monopolizable powers to do as they wish!
The customer was not specific as to what work they paid $292.50 for. According to company notes, repairs were made to a freestanding gas fireplace in December 2014. This might be outside the In House Gas coverage. CSP covers the interior gas lines from the point of...
entrance to the interior wall of the house to the shut-off valve located at each built in appliance. If this claim is related to an added on, free-standing fireplace.
To better help this customer any information he can provide to me is going to help me fully understand the whole picture.
Thank you
[redacted] - Columbia Gas of Ohio
Per our phone conversation, an adjustment has been completed to waive the $52.00 reconnection fee. You are no longer responsible for the reconnection fee. Thanks!
Columbia Gas has provided no proof that the home associated with these additional fees has continually used over 3000 ccf over a several year span which they have provided service for. They are the only one with records to support their claim. According to them I am to rely on their word with no actual backup history or records that would justify these PENALTIES! They should not be able to penalize at will without proof, and being the only gas company servicing properties in our area, it seems very one-sided!They have now turned the billing over to collection without providing the proof I have asked for.
I was understood that I would still get a call so I could be there. The home is currently uninhabitable due to the gas being off cause water lines to break and cost me 200 dollars in repair and I demand some kind of credit or reimbursement for that. And I don't believe that the employee even tired knocking because I could ser the door from the neighbors where I am staying and never saw him until the truck wad pulling out of neighborhood and I will not settle this until there is a credit on my bill andr reimbursement for water lines
Mr [redacted] contacted Columbia Gas on 9/29/2014 to start a new service at [redacted] Av, Alliance, and to close his account at [redacted] Rd, Beloit. The connect order was placed, however the disconnect order was not. He called on 11/5/2014 after receiving the 10/20/2014 statement,...
and was advised the 9/29/14 call would be reviewed. On 11/7/2014 the account was sent to the adjustment team to have the disconnect backdated to 10/01/2014.
Unsure as to why the adjustment was not completed until 1/19/2015, and for that I will apologize. I have given Mr [redacted] a $25.00 credit on his current account. I understand his frustration and time spent on resolving this matter, and I am in hopes the atonement will close this matter.
[redacted] - Columbia Gas of Ohio
Customer Relations
[redacted] called from Columbia Gas and left a voice mail in response to a Revdex.com follow-up call that they are in communication with the customer. They are waiting for a permit from ODOT and they need to do a "directional bore" which it is too cold to do right now.
The text in the business response is not true. I had made multiple payments between 2/28/2014 (the date they claim was the last payment they received from me) and the date of the shut off. They need to check the date of the payment arrangement as well, because the original due date of the bill was definitely 10/16, not 10/6. I had a payment arrangement for 10/24, and did not have a chance to make the payment. If they keep good phone records like they are acting like they do, they would see that I was actually on the phone with them on 10/24, in the process of making a payment, and I had to hang up and get into work right away because of an emergency that was taking place. I never did get a chance to call them back. I already got in touch with [redacted]. After waiting over a month for an appointment, I was not even given the opportunity to fill out an application before being told I didn't qualify. It became obvious to me at [redacted] that they don't give help to my type, but that's a separate issue.I do not accept this response, and will continue to refuse to accept anything other than them turning my service back on and working with me.
The current rate will not be changed. The annual review will be conducted August 2015 and based upon the customers' usage at that time, the rate will adjusted accordingly.
Records show Ms. [redacted] made a payment of $58.39 on 9-9-14 and $33.00 of that payment went to her security deposit. Ms. [redacted]'s PIP enrollment came through to us on 9-30-14. When a customer goes on PIP the security deposit is voided and applied to the account. The security...
deposit was credited back to the gas account on 10-1-14 and applied to the balance owed. When the customer goes on PIP the security deposit is not refunded it is applied to the account balance.
Thank you
Columbia Gas
I understand the customer's concern and I will pass his concern to the appropriate department.
Mr. [redacted]'s 1st bill on 8-29-14 was $58.39. ($25.39 and $33 security deposit). He paid the $58.39. The 2nd bill was on 9-30-14 and that bill was $63.28. ( $32.28 and $31 security deposit) We received his PIP enrollment on 9-30-14. On 10-1-14 was voided and the $33 was applied to is account. His PIP of $10 was coded on his account 10-2-14. When his account billed on 10-29-14 he owed $10 on his PIP. His account balance was $76.14 minus the $33.00 security deposit and the $10 PIP payment making the balance $33.14.
The $33.00 is not credited to the PIP payments.
Thank you
Thank You for contacting Columbia Gas of Ohio; I apologize for the inconvenience the change in your billing cycle may have caused. An credit in the amount of $12.35 has been applied to your account and a corrected bill issued. I hope you find this resolution satisfactory. Please contact our...
office if you have additional concerns, we are available Monday through Friday 8am-5pm. Our phone number is ###-###-####.
Sincerely
[redacted]
Strategic Initiatives
Columbia Gas of Ohio
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me. Although I am still not happy with the manner in which the service was interrupted, nor am I happy with the lack of response over the 4 months that the service was turned off, the company did follow through and turn my gas back on the same day (Friday) as promised.
Thank You for contacting us, the customer service charge covers Columbia Gas of Ohio's fixed costs for meter reading, billing and other services provided by the company that are not related to gas usage or the number of days in the billing period. Columbia Gas incurs the same fixed costs every...
time it prepares a customer's bill, those charges will appear on each bill regardless if the billing is less than a month to cover the full cost of service.
The ability for Columbia Gas to charge the full amount of the customer charge is provided within the company’s tariff issued by the Public Utility Commission of Ohio.
As a courtesy, we will waive the service and delivery fee; however keep in mind this fee is not normally waived. For future reference, regardless of the number of days within the billing cycle this charge will remain as a part of your bill.
Note: Your current balance reflects a credit of $19.04
Thank You
[redacted]
Strategic Initiatives
Columbia Gas of Ohio
The annual consumption review will be conducted in August. If the current customers' gas usage declines the rate will be adjusted accordingly.
When I called in 20 minutes after the technician left my property, I called Columbia Gas to dispute their technicians accusations of fleas being in my home. Columbia Gas was unwilling to send a supervisor or anyone out to my home to see and show me this, 'flea' problem. Their technician lied, and Columbia Gas did nothing to try and resolve the issue and see if there was an actual problem or if the technician had in fact lied for whatever his reasoning. The technician was very rude to my neighbor that was here to allow him access. Then Columbia Gas said they entered my call from 11/25/2014 as a, 'missed appointment' and refused to reschedule me for 5 business days. Being the week of 11/24 being a holiday week, the 5 business days was not until 12/3. That would make 9 days I would have been without gas, and therefore without heat in my home. The resolution I was offered came 7 days after being without gas, and my bill being paid in full, was they came out 1 day early to restore my services. That is unacceptable. Columbia Gas should not be allowed to treat people in this manner, nor leave them without heat during the heating season based solely on the comments/opinion of 1 of their technicians. They have absolutely no customer service when it comes to resolving disputes between their employees and customer. They are unwilling to believe their technician could lie, and unwilling to investigate the problem any further than their field technician. On 11/23/23014 I had a technician from WOW cable who worked in the exact same spot in my home as the technician from Columbia Gas would have had to work in. The cable technician had no complaints about a, 'flea' problem. My children's play room is also in this basement, and my children do not have a issue with, 'fleas'. But funny how Columbia Gas technician that was in my basement for less than 5 seconds says I had a, 'flea' problem. The ironic part of all this is, the technician that was out today from Columbia Gas had no complaints about, 'fleas', and no, I did not do anything to my home to treat for any pest issue. I want Columbia Gas to know that this type of customer service from a public utilities company, especially a critical utility company, this type of customer service is not acceptable and I want to know what policies Columbia Gas is going to adopt to prevent anything like this from happening to anyone else including myself. And trust me, I am far from being the only person who believes Columbia Gas has a customer service problem and runs a monopoly. I think it's past time for Columbia Gas to change and add to their customer services interactions, and on how to be more helpful and receptive customer complaints.
The customer service charge covers Columbia Gas of Ohio's fixed costs for meter reading, billing and other services the company provides that are not related to gas usage or the number of days in the billing period. Columbia Gas incurs the same fixed costs every time it prepares a customer bill,...
so those charges will appear on each bill regardless if the billing is less than a month to cover the full cost of service.
The ability for Columbia Gas to charge the full amount of the customer charge is provided within the company’s tariff issued by the Public Utility Commission of Ohio. However as a courtesy, the fixed amount of your billing $24.69 will be waived. Please keep in mind it is not a common practice to waive fixed service and delivery charges. In the future regardless of the number of days in the billing cycle; that charge will remain.
Thank You
[redacted]
Strategic Initiatives
Columbia Gas of Ohio
Thank you for contacting Columbia Gas of Ohio, I apologize for the inconvenience you have experienced. The Field Operations Supervisor responded to my inquiry into this situation today. He has stated he will contact you today in an attempt to resolve your concern. Please follow up with our office if...
this does not happen; our office is open Monday-Friday, 8AM-5PM. We may be contacted at ###-###-####. I hope you find this resolution satisfactory, please do not hesitate to call if we may be of further assistance.
[redacted]
Strategic Initiatives
Columbia Gas of Ohio
Quite frankly this will take more time and aggravation than it is worth to me, Columbia Gas and it's partner CSP KNOW THIS--THEY COUNT ON IT--IT IS PART OF THERE PROFIT PLAN--THEY USE THE METHOD OF PROVIDING MINIMAL INFORMATION--SO THEY CAN DISAGREE AND KNOW FULL WELL THEY CAN DRAG IT OUT FOREVER-. Columbia Gas and it's partner CSP are in my opinion not honest--drop your efforts
I find it an unsatisfactory response by Columbia Gas but I will take up no more time of the Revdex.com as you have done your best to keep discussions going. I would appreciate your listing this complaint as unresolved on your site because Columbia Gas has used their Monopolizable powers to do as they wish!
The customer was not specific as to what work they paid $292.50 for. According to company notes, repairs were made to a freestanding gas fireplace in December 2014. This might be outside the In House Gas coverage. CSP covers the interior gas lines from the point of...
entrance to the interior wall of the house to the shut-off valve located at each built in appliance. If this claim is related to an added on, free-standing fireplace.
To better help this customer any information he can provide to me is going to help me fully understand the whole picture.
Thank you
[redacted] - Columbia Gas of Ohio
Per our phone conversation, an adjustment has been completed to waive the $52.00 reconnection fee. You are no longer responsible for the reconnection fee. Thanks!
Columbia Gas has provided no proof that the home associated with these additional fees has continually used over 3000 ccf over a several year span which they have provided service for. They are the only one with records to support their claim. According to them I am to rely on their word with no actual backup history or records that would justify these PENALTIES! They should not be able to penalize at will without proof, and being the only gas company servicing properties in our area, it seems very one-sided!They have now turned the billing over to collection without providing the proof I have asked for.
I was understood that I would still get a call so I could be there. The home is currently uninhabitable due to the gas being off cause water lines to break and cost me 200 dollars in repair and I demand some kind of credit or reimbursement for that. And I don't believe that the employee even tired knocking because I could ser the door from the neighbors where I am staying and never saw him until the truck wad pulling out of neighborhood and I will not settle this until there is a credit on my bill andr reimbursement for water lines