Columbia Gas of PA & Maryland Inc

Columbia gas suffers from the same problem most utility providers suffer from, they have little to no competition in their service areas. As a result of this they have no one reason to change their process and try to improve their service. I've lived in multiple rental homes and have always had trouble setting up service, having line maintenance and dealing with their "customer service."

I just bought a new home today and called in to Columbia gas. I had to put a security deposit down. I used my debit card and the lady told me it would not go through. So then I said Ill just use my credit card and that went through. I checked later that day and both my debit card and credit card was used and went through. I do not understand how that happened when the lady told me that it was declined. For such a big company to mess up on such a simple task. I am not a happy customer already on day one.

Review: I was notified the gas main would be replaced in front of 2 of my houses - [redacted]. I called the number on the tag that was left and inquired about re-connect placement and told him I do not want the meter in front of my house at [redacted] like I was forced to do 2 years ago and was told not a problem they would be putting it on the side of the house. next thing I knew they reconnected the existing line. I met with the boss of the install crew and got nowhere. later I was given a choice of where to install the meter for 323 prospect and choose the right side of the house. next day when they wanted to install couldnt due to stair case in the house which made sense. I was told they couldnt move it to the back corner had to be the left side. I asked about installing by porch in the front corner on the right side and told it cant be done so install happened where the crew wanted it.. I inquired several times and meeting with several bosses happened and they led me to believe it was the prior installers issue and told me how he installed it wrong on [redacted] if it was my desire to not have it in front of the house. personally I didnt buy this story. with the crew there I also inquired as to the install by my drive way and why couldnt it have been installed in the other corner by the porch like [redacted] was done. now I was told they could have but the install they did was cleaner. wondering why they ever asked me since they made the choice impossible. at this point I entertained the story about prior installer installing it wrong and called installer who did [redacted] and he told me the rule is have to reinstall where it was due to the local columbia gas boss only allowing 1 90 degree elbow to be installed so no way to move meter. I called the local boss and he confirmed could not be moved according to his rules he had to follow which means I was fed a line with the guys on site telling me it should have been installed with 2 90 degree elbows. attemping to follow up with those results for days they reinstalled the side walk and at this point I figured I was screwed. the numbers I had called for the local crew boss would no longer be answered. I have emailed several times with no response to my emails. so I still have a meter in front of [redacted] which I never wanted there in the first place and 323 prospect I have a meter by the drive way with 2 ugly poles because I was given no choice.Desired Settlement: move meters

Review: I called in to start service to a home that i'm doing a rent to own on, they told me that the gas has been shut off at the curb and that I would have to pay for someone to come out and reconnect it, I should not have to do this, I never had of service being shut off from the curb, off the house yes but not disconnected from the curb, I was told to have the home owner call in. well I am the new home owner due to renting to own. I have talked to a few people and they never heard of someone shutting the gas off at the curb, they pull the meter off the home and not off the road. I am going to need gas service asap as i'm moving in soon.Desired Settlement: They need to eat the cost of this to hook it back up and to replace whatever they mess up along the way.

Business

Response:

I am responding to your letter with ID number [redacted] regarding the complaint of [redacted].As you know, Columbia Gas of Pennsylvania, Inc., (“Columbia” or “the Company”) is a regulated natural gas distribution utility that follows strict State and Federal safety regulations.In researching the complaint, Columbia’s records indicate that on May 5, 2013, gas service at [redacted] in Washington, Pennsylvania was disconnected, and gas was shut off at the meter.On January 4, 2016, the Company removed the inactive gas meter at [redacted] due to no usage since May 2013, which exceeded 24 months. On January 21, 2016, the Company abandoned the service line at the street in compliance with Code of Federal Regulations Title 49, 192.727 (Abandonment or deactivation of facilities) and Pennsylvania Code Chapter 59.36 (Abandonment of inactive service lines). Once such abandonment occurs, re-establishing service is not simply a matter of reconnecting service to the abandoned line. Federal and State safety regulations, as well as prudent and safe business practices, require the installation of a new service line. It should be noted that, under Pennsylvania law, customers in Washington County own the service line from Columbia’s point of delivery (usually the valve near Columbia’s main line) to the building, and they are responsible for the installation and maintenance of that service line.On April 18, 2016, [redacted] called the Company to apply for new gas service at [redacted]. Columbia advised Ms. [redacted] that there was no gas service at the address and that gas line had been disconnected at the street. The Company advised Ms. [redacted] to have the property owner contact Columbia’s New Business Department to complete application for service by calling ###-###-####. To date, neither [redacted] nor [redacted] have contacted the New Business Department to complete that application.Columbia stands ready to provide service to [redacted] once a proper application for service has been made. As noted above, the customer will be responsiblefor the installation and maintenance of the service line between Columbia’s point ofdelivery and the building. The installation must be performed by a plumber who hasDepartment of Transportation credentials to do such work.Should you have any further questions regarding this matter, please contactRussell B[redacted] at ###-###-####.Very truly yours,Russell B[redacted]

Review: Telling me one thing than another which is inexcusable, they told me the medical certification was going through and then threaten me in a rude manner

Telling me one thing than another which is inexcusable, they told me the medical certification was going through and then threaten me in a rude mannerDesired Settlement: My bill should not be shutoff period because they told me the medical certification was going through.

Business

Response:

I am responding to your letter dated May 5, 2015 regarding the complaint of [redacted].As you know, Columbia Gas of Pennsylvania, Inc., (“Columbia” or “the Company”) is a natural gasdistribution utility that is regulated by the Pennsylvania Public Utility Commission (“Commission”). Columbia'sbusiness practices are governed by the Commission and the Company must follow all Commission rules andregulations, including those that are related to the matter in which Medical Certificates are processed.According to these regulations, covered under 52 Pa. Code, Sections 56.111 through 56.118,termination of utility service can be delayed if a valid Medical Certificates is provided. However, paymentobligations are not suspended by virtue of a Medical Certificate (Section 56.116), and the maximum number ofMedical Certificates per household is limited to three (Section 56.114). Mr. [redacted]’s household hasreached the permitted maximum number of Medical Certificates. Additionally, Mr. [redacted] has not met hisobligation to make payment on all current undisputed bills.Columbia disputes Mr. [redacted]’s allegation that the Company told him that a Medical Certificatewas going through. Rather, when Mr. [redacted] contacted Columbia on May 4, 2015 regarding a MedicalCertificate, the Company informed him that his account would be reviewed by the Columbia department thathandles medical certifications. Upon the completion of that review on May 4, the Company contacted Mr.[redacted] to inform him that a Medical Certificate could not be accepted, since his household had reachedthe maximum allowable number of Certificates.It should be noted that Mr. [redacted] filed an informal complaint about this matter with theCommission on May 5, 2015. Columbia will abide by the Commission’s final determination regarding hiscomplaint.Should you have any further questions regarding this matter, please contact [redacted] at [redacted]

[redacted]Very truly yours,[redacted]

Consumer

Response:

Review: Columbia gas has the worst customer service I have ever dealt with and something needs to be done. I called and made an appointment for them to come on 4/24/2014 for a "required" safety inspection. The woman I spoke to was very rude and then they never showed for the appointment that was supposed to be required. They never even called to let us know they weren't coming. Then I called back again on 4/25/2014 to reschedule the safety inspection. I spoke to a woman named [redacted] who rescheduled me for 5/14/14. She said sorry they never called you or showed up but there was no accountability once again. So yesterday on 5/13/14 someone from Columbia gas came to my house while I was at work and posted a shut off notice for my service!! So I called today 5/14/14 and asked why and I got the most rude one them all. Her name was [redacted] and when I was very upset and explained my situation and instead of explaining the situation she proceeded to tell me "I'm not in the mood for this" and "don't yell at me." This woman is a joke and shouldn't have a customer service job. Again no accountability taken just a bunch of excuses and rude employees. I cannot stand Columbia gas they have the worst service and they way they speak to and treat their customers is atrocious.Desired Settlement: I want Columbia gas and the rude customer service representatives to be held accountable for the way they treat their customers.

Business

Response:

I am writing to you on behalf of Columbia Gas of Pennsylvania, Inc. (“Columbia” or “the

Review: They removed my Gas service lines without notice!

I recently purchased a house that was vacant for a few years and there was a gas service at the house when I moved in. I called first dig to be sure it was marked because we are having a new septic system installed because the gas service is in the current leach field of the septic system. Columbia Gas came the morning of 8-6-14 without notice and removed the service. I did not have a meter installed yet because it is the hot months of the year. I was going to have it installed this month. But now they are stating they removed it to the tap and want me to pay for a new tap and a plumber to put it all back where it was removed from yesterday morning. The tap is directly under the meter and it exists still. What is so hard about putting back what was done to my property? They drove a backhoe into the yard and did property damage and took both sides of the gas hook up, my side and theirs. I thought the side going to the house was my responsibility? I guess until they want to do with what ever they want? All I want is to get the service put back? If this is going to result in another person telling me they will not do that Don't bother contacting me! I just wonder how important the customer is when they don't care about them.Desired Settlement: I am only looking for them return the service that was taken on 8-6-14 in the morning and the gas meter installed. If that will not happen, I will require them to pay for the property damage. I will send them an estimate for this from their backhoe running on my property without prior written notice of any kind.

Business

Response:

I am responding to your letter dated August 8, 2014 regarding the complaint of [redacted].

Review: I have a 10 inch high pressure gas line under my driveway. I called columbia gas of pa because the driveway is is major disrepair and needs fixed. One month ago the company sent out a man named Ben from the restoration dept. He said there was no line under my driveway. I called 811. A columbia gas employee came out with a locator and located the line. Since then no one has come to my property to look at my driveway. It has been one month.Desired Settlement: An inspector to come to my property and talk to me in person and discuss the pipeline under my driveway and that they will repair it.

Review: I had requested that my service be terminated on 04/01/2015 and transferred to my landlords account as I had vacated the property. I receive a bill on 04/02/2015 for which I assumed would be my final bill of service. This bill included a $16.75 Customer Charge plus an additional 41.22 in usage charges (total of $57.97).

On 04/06/2015 I received another bill for the amount of $74.75 (stating my previous balance was $57.97, plus another additional $16.75 "customer service charge". I called on 04/16/2015 inquiring as to why I was charged this customer service charge twice within 4 days, and was told that "since I entered a new billing cycle that charge w0ould be incurred." I attempted to speak with both the customer service representative and a supervisor, but both refused to hear my complaints and told me it was non-negotiable.

In reviewing my request for termination of service, I validated my request was made for 04/01/2015 as the final day of service which would means my $16.75 customer service charge for my final period of service would have been covered in the $57.97 charged on 04/02/2015. Due to the companies refusal to listen to my dispute I am forced to bring this to the attention of the Revdex.com.Desired Settlement: Remove the 16.75 "Customer Charge"

Business

Response:

I am responding to your letter dated April 16, 2015 regarding the complaint of [redacted].In researching the complaint, Columbia Gas of Pennsylvania’s (“Columbia” or “the Company”) records indicate that Mr. [redacted] spoke to the Columbia’s customer service department on April 16, 2015 regarding the $16.75 service fee for one day of service. The Company spoke to the property owner who agreed to move their connect date to April 1, 2015 so that Mr. [redacted]’ final bill date was April 1 thus eliminating the one day final bill. A credit adjustment of $16.75 was issued on April 16, 2015, leaving a balance of $57.97. On April 17, 2015, $57.87 was posted to the account and there is now a $0.00 balance. Mr. [redacted] does not have new service and his final balance is $0.00.We consider this complaint to be resolved. Should you have any further questions regarding this matter, please contact [redacted] at [redacted].Very truly yours,[redacted]. [redacted]

Review: Over a year ago there was a mistake made on our gas bill. We did not receive any notice of this mistake until May of this year and we were forced to pay for the company's mistake. This is the worst customer service! A mistake was made by a utility support program and money was put on our account in error. Without any explanation, we were then charged for this mistake 14 months after it had been made. While I understand the mistake was in my favor, I don't think it should be my responsibility to repay this money based on the time that has lapsed since the error and because it wasn't my fault at all. While talking with both companies, neither wanted to admit the error was their fault, instead blaming the other side, and neither company has made any attempt to resolve the issue.Desired Settlement: I do not think that I should be made to pay this amount. If the mistake had been caught in the next billing cycle, I would have understood. This has been way too long and the companies should understand that because of the time it took to find the error, they should take responsibility for the money owed.

Business

Response:

I am responding to your letter dated July 27, 2015 regarding the complaint of [redacted].As you know, Columbia Gas of Pennsylvania, Inc., (“Columbia” or “the Company”) is a natural gas distribution utility that is regulated by the Pennsylvania Public Utility Commission (“Commission” or “PUC”). Columbia's business practices are governed by the Commission and the Company must follow all Commission rules and regulations, including those that are related to the processing of energy grants and customer payments.On February 4, 2014, Columbia posted a $100 Low Income Home Energy Assistance Program (“LIHEAP”) cash grant payment to the account of [redacted] at the address of [redacted], based on an erroneous electronic file submitted by the Department of Human Services (DHS), formerly the Department of Public Welfare (DPW) with [redacted]’s account number.On February 11, 2014, Columbia issued [redacted] a bill in the amount of $98.90, which included the usage of 87 therms. A line item titled “Energy Assistance Grant - $100” appeared on the bill, which thus reflected a credit account balance in the amount of $1.10 and no payment due. Subsequently, in June of 2015, Columbia discovered that the account number provided by DHS for the LIHEAP cash grant that was applied on February 4, 2014 was incorrect. As a consequence, the $100 LIHEAP grant was inadvertently credited to [redacted]’s account even though he was not eligible to receive that grant.To correct that error, on June 8, 2015, Columbia debited [redacted]’s account in the amount of $100, and his next bill on June 12, 2015, included a line item titled “Energy Assistance Grant +$100.”Columbia is legally prohibited from providing LIHEAP grants to those who are not income-eligible to receive such assistance. Therefore, Columbia cannot lawfully permit the erroneous $100 credit to remain on [redacted]’s account. Moreover, by law, Columbia must charge rates that have been approved by the PUC. The Company cannot charge preferential rates that are not authorized by the Commission. Therefore, it would be unlawful for the Company to forego collection of the $100 that has now been charged to [redacted] to correct the prior error. What Ms. [redacted] may be viewing as the Company’s intransigence or unreasonableness is really Columbia’s adherence to legal standards with which it must comply.Columbia does recognize that the error was not the fault of the customer and that this customer is an excellent-paying customer. [redacted]’s account was delayed for twobilling cycles, allowing the customer time to contact the office and make amicable arrangements to pay the $100 debited on the account. Columbia offered arrangements to the customer to pay the balance of the billing over several months, which would include the current bill charges plus an additional $20 payment each month until the outstanding balance has been paid.Should you have any further questions regarding this matter, please contact Russell B[redacted].

Review: The evening of Aug. 13, 2015, I noticed colored flags in my front lawn, which upon closer inspection were marked as gas lines. At that time, I noticed a tag hanging on my front door, which was a pre-printed notice from Columbia Gas stating that a gas leak was discovered outside of the home and gas service was shut off to the residence. This notice was dated 8-12-15 @ 9:45 am. I proceeded to call the phone # on the tag to inquiry about the gas leak situation. I had to setup a appointment on Aug. 17, 2015 to meet with a Columbia Gas technician to help explain to me the gas leak situation. It was explained and pointed out to me by Scott, the Columbia Gas technician, that the gas leak was located in front of my garage door in the path of the driveway. The location of the gas leak is clearly before the gas meter. The gas meter is located on the outside wall, past the garage door. The gas leak itself was located in front of my garage door. It was determined that the gas line leading up to the gas meter will need to be replaced before gas service can be restored to the residence.

This complaint pertains to that Columbia Gas thinks it is the homeowners responsibility to maintain and replace gas lines from the main line to the gas meter itself.

I have consulted a technician from National Fuel about this situation and he has advised me that in this situation, National Fuel would replace any gas lines leading up to the gas meter and this is not the homeowners responsibility.

I have made numerous calls to Columbia Gas to explain all of this. That it is not fair or reasonable, in fact it is asinine, to think a homeowner can maintain, detect, and diagnose gas leaks or replace gas lines which are buried underground.

Since 8-12-15, I have been without gas for heat or for heating water. Since then, I have received a final gas bill from Columbia Gas for $16.75 even though 0 (zero) gas has been used.

This is really unbelievable to me, since I have been an outstanding Columbia Gas customer, who has always paid his gas bill early and has never carried a balance into other billing periods. This has been the worst customer service and experience that I have ever received from any utility company. There is a blatant disregard for customer service at Columbia Gas, even for a customer who has been nothing but an exemplary customer. The customer service at Columbia Gas is a complete joke with nothing but scripted robot representatives. They have no concerns whatsoever about individual customers considering there are no other choices or alternatives for a gas utility company in the area. So, Columbia Gas believes it is acceptable to treat customers in this way.

Columbia Gas detected a gas leak in the gas line before the gas meter, then shuts the gas off, then thinks it is my responsibility to replace the gas line and to pay a contractor for the gas line replacement.

I am not an individual with $1,000+ of disposable income available to replace gas lines and with the fall, then winter months which are quickly approaching. Though I imagine Columbia Gas could care less about any of this and the dire situation, considering the customer service has been nothing but stone cold.Desired Settlement: I am requesting that Columbia Gas handle all costs associated with replacing the gas line leading up to the gas meter and that Columbia Gas credit my account for the final bill amount of $16.75.

Business

Response:

I am responding to your letter with ID number [redacted] regarding the complaint of [redacted].As you know, Columbia Gas of Pennsylvania, Inc., (“Columbia” or “the Company”) is a natural gas distribution utility that is regulated by the Pennsylvania Public Utility Commission (“Commission”). Columbia's business practices are governed by the Commission and the Company must follow all Commission rules and regulations. Moreover, the Company must abide by Title 66 of Pennsylvania’s Consolidated Statutes, commonly referred to as the “Public Utility Code.”Section 1510 of the Public Utility Code, which was enacted in 1984, provides that maintenance of a service line shall be the responsibility of the owner of the service line. Section 1510 further prohibits a utility from acquiring ownership of service lines if the utility’s tariff provided for customers to own those lines as of the effective date of Section 1510. Since before 1984, under Columbia’s Commission-approved tariff, customers in Western Pennsylvania own the customer service line from the meter to the point of delivery (curb valve). Consequently, under Section 1510, those customers are responsible for the maintenance and repair of their service lines, and it would be unlawful for Columbia to provide the relief that the Complainant seeks. Furthermore, in recognition that natural gas can result in damage to life and property if not used correctly, the tariff provides gas companies with the right to shut off gas for repairs. These rules are explained in our tariff, which may be found on our website at www.columbiagaspa.com/about-us/tariff-information.Columbia follows strict State and Federal safety regulations in its role as a regulated natural gas distribution company. Consistent with those mandated regulations, Columbia, or one of its contractors, conducts leak surveys on customer-owned service lines. These surveys are required once every three years. Columbia’s records indicate that on August 12, 2015, Columbia’s leak inspector conducted a leakage survey on Mr. [redacted]’s property at 20690 Pennsylvania Avenue West in Warren, Pennsylvania. While conducting this inspection, Columbia discovered leakage on Mr. [redacted]’s customer owned service line and immediately shut off gas service until repairs could be made by a qualified plumber.In instances where leaks of this severity are found, natural gas utilities are required to stop the flow of gas immediately to keep the customer and the community safe. A door hanger was left at Mr. [redacted]’s residence informing him of the situation and the next steps he needed to take in order to restore his gas service.On August 26, 2015, Columbia completed a visit to Mr. [redacted]’s property to see if repairs had been made. The service line had not been repaired and Columbia issued a final bill for $16.75, representing a flat charge that is not based on usage. On September 16, a payment of $16.75 was posted to the account, which now has a zero balance.It should be noted that Mr. [redacted] filed an informal complaint about this matter with the Commission on September 23, 2015, which has been closed. The Commission instructed Mr. [redacted] that he is responsible for the maintenance of his service line and that he would need a qualified plumber to make repairs before gas service can be restored. The Commission also instructed Mr. [redacted] that the $16.75 customer service charge was approved by the Commission in the Company’s tariff.Should you have any further questions regarding this matter, please contact Russell B[redacted] at ###-###-####.Very

Review: Columbia Gas has been contacting my cell phone number since at least April 24, 2014 looking for a [redacted] at [redacted] PA. Every month I have pressed #3 indicating that this is the wrong number for this individual. Each month on or about the 24th I receive another call. On 08/22/14 in the am, approximately 0900, I called Columbia Gas to inform them the number they have is NOT correct and to please remove my number from their list. I do not know the individual they are looking for and had informed them at least four other times of this. At approximately 5 pm that evening I received another call. I called them back and asked to speak with a supervisor, explained the situation and was told that my number was taken out of the system but that the automated call system did not update until the end of the business day which was at 7pm. I accepted this information until this morning 08/25/14 at 0842 I received another call. I understand their need to collect overdue bills but if they are informed that it is the wrong number they must stop calling. That's all I want is for them to stop. I pay my bills and do not know this other individual so quit harassing me.Desired Settlement: I want Columbia Gas to stop calling me for someone else's bills. I informed them on multiple occasions that I do not know this person so stop calling me PLEASE

Business

Response:

I am responding to your letter regarding the complaint of [redacted].

In researching the complaint, Columbia Gas of Pennsylvania (“Columbia” or “the Company”) found that its third-party vendor’s opt-out button (#3 referenced in [redacted]’s letter) used to report incorrect phone numbers was not working properly. Columbia permanently removed [redacted]’s phone number from its system and spoke with her via telephone to confirm.

We consider this complaint to be closed. Should you have any further questions regarding this matter, please contact [redacted] at ###-###-####.

Review: They keep on overcharging on my bill and need to address it!Desired Settlement: Treat customers like they are supposed to be and get bill to where it is supposed to be.

Business

Response:

I am responding to your letter dated August 11, 2014 regarding the complaint of [redacted].

I was treated horrible by all representives, I was given different amounts owed. My service was shut off. after paying what was needed I was told that it would take three days to turn it back on! This means no shower for three days, no cooking for three days, no heat for three days . It is late October in Pittsburg that means it gets cold. I was told to use blankets.. Seriously .... By the way it cost $255 to keep it from getting shut off.. I don't have that until pay-day oct. 30th I was shut off an hour later I'm told that it will be back on for $24.52 !!!! Really so I pay 24.52 and told three days to turn it back on ! Why wasn't it 24.52 to keep it from being shut off ? It wouldn't be shut off if that was the case . Very frustrated . I feel like a maggot :(

Review: On Friday, June 13th, I came home from work at 6pm with a note from Columbia Gas of PA on my door stating that my gas was shut due to a visible line leak next to my gas meter and the note was signed at 1pm. Statement on back stated repair leak elbow marked with pink ribbon, retest house lines and turn valve on with red tag in it. I called the 1-888-460-4332 number at 6pm to speak with a customer service representative. I eventually spoke to [redacted], ID# [redacted]. I spoke with [redacted] for over 1.5 hours. [redacted] explained to me that a company called Premier was going around town checking gas lines and they found a leak on my property and that Premier called Columbia Gas of PA to have a tech come to the house and shut off the gas. Gas was turned off at 1pm. [redacted] stated that it was an emergency shut off from Columbia Gas. I asked why Columbia Gas did not notify me (the homeowner) and she stated that its policy that during an emergency, the tech does not have to call anyone. I explained to her that you stated it was an emergency and you wouldn't call the homeowner during a gas leak emergency and she said no, its policy. Asked for policy and policy number could not reproduce. She states that call plumber and get it fixed and call for appt next week to get gas turned on. Explained to her if she would have called at 1pm, I could have had it fixed today for a business rate and now I have to call a plumber on the weekend and be charged more. And if fixed on Friday, could have gas turned back on Saturday. I asked for the policy again, she then called her dispatcher and changed the story. Stated premier called columbia gas and premier turned off the gas. Asked for premier's phone number, we don't have it. I asked why did you lie about the first story of having an emergency shut off from Columbia Gas, when Premier actually shut if off. [redacted] stated I assumed. IF called at 1pm, could have had plumber out friday afternoon, and gas turned on Saturday, now will have to wait, delay.Desired Settlement: Would like to improve customer service for a customer who might be older in age. Shutting of natural gas due to an emergency leak and not calling the customer created a delay in repairs and delay in service being restarted. Customer service was no help, kept repeating the first story for 1 hour and when she called the dispatcher a different story was created. If phone call was made to homeowner at 1pm like it should during an emergency, would not have a delay in service and re-connection.

Business

Response:

Review: I have written this three times and my message keeps disappearing. One more time.Gas line was replaced per Gas Company's requirement. Also meter was moved from under stairs to side of house. Dirt was removed sidewalk to street. Leaving side retainer wall with thin cracks.Was told by restoration rep this was all a result of cold winter. Dirt was never removed by co.I have pictures of large truck during work being done to remove dirt[redacted] coordinator [redacted]Desired Settlement: Repair, cracks & seams and replace dirt. Also repair sidewalk that was lifted.

Business

Response:

Dear Mr. [redacted]:On behalf of Columbia Gas of Pennsylvania, Inc., (“Columbia” or “the Company”), I am responding to your letter with ID number [redacted] regarding the complaint of [redacted].On April 2, 2015, Columbia installed a new service line at the property of S[redacted], [redacted] in [redacted], and changed the location of an outside gas meter as part of the completion of a project to upgrade natural gas main lines in that area. Dirt that had been moved to access the underground pipes was replaced by a contractor working for Columbia. The lawn area was filled in level to the existing grade and reseeded where the pipeline work had occurred.Ms. [redacted] called Columbia on August 11, 2015, and requested additional repair work on her sidewalk and further restoration of her lawn. Columbia’s restoration contractor met with Ms. [redacted] at the property on August 14 and determined that the issues regarding the condition of her sidewalk and her lawn were not physically located within Columbia’s service line replacement and meter relocation work area in April 2015. Consequently, Columbia’s contractor explained to Ms. [redacted] that the Company could not perform the additional work that she was requesting. Ms. [redacted] pointed out cracked concrete that preexisted Columbia’s work on the property and that had been previously patched as a result of frost damage. That patch work had been performed by someone other than Columbia or a Columbia contractor. The contractor further explained to Ms. [redacted] that we could not raise the grade of dirt along the entire length of her sidewalk as requested, since it was not disturbed by Columbia’s work.Since the sidewalk and lawn conditions with which Ms. [redacted] has taken issue were not caused by Columbia nor by a Columbia contractor, the Company is under no legal obligation to provide the redress that she seeks.Should you have any further questions regarding this matter, please contact Russell B[redacted] at ###-###-####.Very truly yours,Russell B[redacted]

Review: I recently paid a gas bill using an online client (Check Free). The bill was paid on the 15th of July but didn't post until the 19th.online payment on the 19th. I had made a direct payment to Columbia gas over the phone with my credit card. Columbia gas is trying to explain in that process of time my gas was disconnected and of course there were penalties and fees to have it restored. Everybody is sorry and appreciates my business but I cant be refunded a single cent and still I will be charged a security deposit from the gas company. The gas company gives these online clients to do their collecting, and clearly Check Free dropped the ball, because they tried to explain to me that I made the online payment on the 19th when by that time the gas had been shut off and then restored, would have been no reason at all for me to make an to me that I have a 155.00 credit but will still be charged extra each month for a security deposit. In good faith and business none of it makes sense to me, so I'm really hoping you guys can help.........Thank YouDesired Settlement: I don't feel I should be penalized and have to pay a security deposit. I paid the required amount over the phone of 139.64 to pay the bill partial security, and to have the service restored. then the payment of 357.00 posted on the 19th from check free, so I feel that my 357.00 should be returned to me and I will have to work out the rest of the bill as was disgust over the phone since they wish to penalize me even after the evidence of the bill being paid.

Business

Response:

See attached File

August 19, 2013

David Baker

Dear Mr. Baker:

Your letters to [redacted] of Columbia Gas of Pennsylvania (“Columbia”), dated July 23, 2013 and August 8, 2013 regarding the complaint of [redacted] have been referred to me for a reply to you. Please note that Mr. [redacted] is now retired and, in any event, never maintained an office in Pennsylvania. Your future correspondence to Columbia regarding Revdex.com complaints should be addressed to [redacted], Columbia’s Director of Communications & Community Relations.

The account at issue is listed in Columbia’s records in the name of [redacted], with Mr. [redacted] listed as “occupant/spouse”. On July 3, 2013, Columbia issued a 10-day notice of service termination to the customer for payment arrearage, advising that termination was scheduled for July 18, 2013, in compliance with laws and regulations regarding residential service termination by a Pennsylvania public utility. On July 10, 2013, Columbia contacted the customer via telephone to provide a 72-hour notice, again in compliance with applicable laws and regulations. In researching Mr. [redacted]’s complaint, Columbia contacted Fiserv, which is the entity that processed the $357 payment that Mr. [redacted]’s described in his complaint. According to Fiserv, Mr. [redacted] initiated that payment on July 12, 2013, at which time he scheduled the payment for July 19, 2013, which is the date that Columbia received and posted the payment. When he initiated the payment, it appears that Mr. [redacted] may have combined his payment of his then current bill, which was due on July 19, with the payment of the past due amount, which was due by July 18 in order to avoid service termination. In order to avoid service termination, Mr. [redacted] should not have scheduled the payment after July 18. However, Columbia recognizes that this was an honest mistake, and the Company will comply with his request that he not be required to pay a security deposit. His account will be credited accordingly.

Very truly yours,

cc: [redacted]

Review: I have been engaged with an ongoing billing dispute with Columbia Gas since September 2015. When a tenant left my building, I called to order a disconnect, which Columbia Gas later deleted in error and I was not notified the disconnect was never fulfilled. When I called on 9/2 to have the interim bill revoked, I had a call review done to prove that Columbia Gas did delete my disconnect in error.

For three months, the same bill continued to be sent. Each month I called to ask why, and each month I was told the adjustment team would take care of the matter. When I called on 9/15 I was told the resolution could "take a few weeks." Finally, in October when a collections agency notice was sent, I called on 10/26 and spoke to Meghan, who again assured me the matter would be resolved and no action was required on my part. I asked for a supervisor to call me and was told to expect a call within 24 hours. No one ever called.

On December 10 I was called directly by a collections agency--despite Columbia's promises that this would not happen--and I immediately contacted Columbia Gas again. On this call, I was told that adjustments denied my refund on Nov. 19 (again, no one notified me of this inexplicable decision) and not only would I have to pay the bill I'd been told not to pay, but also that my spotless credit record had been impacted. I waited on the line to speak to a supervisor, Stephanie, who openly refused on the call to give me her last name. Really?

Needless to say, I am upset about having to now pay a $66.42 bill that was issued in error many months ago, and that I was told on multiple recorded conversations I would NOT have to pay. I was also told this matter would NOT go to a debt collector, which it has. And when I finally spoke to a supervisor after no one bothered to call me back, she wouldn't even tell me her name.

I have never missed a single payment on my other accounts with Columbia, or any other company, for that matter. But now, my credit score has been adversely affected.Desired Settlement: Ideally, I would like Columbia Gas to refund my $66.42 bill, which they explicitly promised to do in multiple recorded conversations from September to October 2015. If this is not possible, at a bare minimum, I need this erroneous bill permanently removed from my otherwise spotless credit record.

Review: We have been accused of stealing gas service which we did not do. We then paid the bill, which was not our usage as well as the penalty bill that was issued. We did this in order to make the issue just go away. We are now receiving threatening letters stating if we do not pay another penalty bill our credit will be damaged.Desired Settlement: Refund of the entire bill that was not ours as well as a refund of the penalty bill and an apology for the threatening letters.

Review: I had gas service with Columbia Gas for 18 years at our residence in Dover, PA. We cancelled service on Oct. 28, 2013 and instead of doing a final reading to let us know what we actually need to pay they did an estimate which is double the usage from the month before and it was for only 11 days. Why should we be paying gas for the new people moving in. The rep from Columbia Gas said this is there policy. They will do a actual reading in November and if they feel we were overcharged they will let us know. We were rarely in the home in those 11 days and it was not cold to be heating the home.Desired Settlement: There is no reason for us to be billed and then wait to see if they decide we have been overbilled how long will we have to wait for the refund if they even do this. Since we terminated service we should have had an actual reading from the beginning.I cannot believe this kind of service from a utility and we have had an excellent payment history with them.

Business

Response:

I am responding to your letter dated November 8, 2013 regarding the complaint of [redacted]. In researching the complaint, Columbia’s records indicate that [redacted] called the Company on October, 17, 2013 to schedule a disconnect order for October, 28, 2013. The call was processed through Columbia’s Interactive Voice Response (IVR) system, an automated voice recognition system that enables customers to retrieve account information and schedule service via spoken word. At the time of Ms. [redacted]’s call, there was no order in Columbia’s system for the connection of a new customer at the premises. Under those circumstances, Columbia’s IVR would have generated an order for an actual meter reading. Consequently, an estimated or actual meter reading was not offered. On October 22, 2013, the new customer, or connect party, called to put service into their name for October 28, 2013, the same day as the disconnect order. New connect calls are handled by a live agent, for the purpose of gathering customer information that cannot be processed through IVR. The audio recording of that call indicates that the new customer agreed to an estimated reading. Because the new customer agreed to an estimated reading and wanted to establish service the same day as the disconnect order, the previously scheduled actual meter reading was overridden. As Ms. [redacted] noted in her complaint, she has been a good paying customer. Columbia regrets the inconvenience to her, and will send her a 20 dollar refund.

Very truly yours,