Columbia Gas of Virginia, Inc.

Dear ***,
Thank you for contracting Columbia Gas of Virginia regarding the above listed matterIt is always our goal to provide the best possible service to our customers, and we take seriously any complaints we receive
We have investigated ** *** concerns
over a recent service transmissionA transmission notice was mailed to *** *** at ** *** ***, *** ** *** and is the address on fileWhen a termination occurs, a security deposit and reconnect fee is requested from the customerIn addition to the security deposit and reconnection fee, there are other fees associated with reconnection such as an optional $priority fee to restore service the next business dayThese, along with other fees, are outlined in our tariff which is approved by the Virginia State Corporation Commission and can be found at www.columbiagassva.comAs a one time courtesy, we have waived the reconnect fee and the remaining security depositThe $credit will appear on the accountWe also contacted ** *** on September to notify him but have not received a return call
We sincerely hope to have resolved the concerns of ** ***Should you have questions or require additional information please do not hesitate to contact me
Sincerely,
*** ***
Columbia Gas of Virginia

Thank you for contacting Columbia Gas of Virginia regarding the concerns of *** *** *** experience with Columbia Gas of Virginia. It is always our goal to ensure the best possible service to our customers, and we take any complaints we receive seriouslyOn August 9, 2016, Columbia
issued a bill for $(therms), which resulted in an account balance of $79.67, including the past due amount of $On September 9, 2016, Columbia issued a bill for $(therms), which resulted in an account balance of $102.88, including the past due amountThis bill also included a termination notice for a non-payment of $past due, with a scheduled termination date of September 22, That bill and termination notice are attachedColumbia followed the process outlined it the Virginia State Corporation Commission approved tariffTariff sheets and are attached for your referenceAs you will see on Sheet 417, the Columbia has agreed to reconnect service for a customer by the end of the third business day after the customer contacts the company and requests reconnection (based on the current time of year)Also, on the Commission approved Sheet 462, the $reconnection charge is statedAt any time, customers can visit our website and see our tariff and rates, found at *** Additionally, Columbia thanks Ms*** for the suggestion and we will be reviewing the possibility of placing those components on the termination notice within the customer bill in the coming weeks

Revdex.com spoke with *** from Columbia Gas and she said that the check was mailed today 12/4/and was sent as an overnight delivery

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Thank you for contacting Columbia Gas of Virginia with regarding the concerns of Mrs*** *** experience with the *** rebate program. It is always our goal to ensure the best possible service to our customers, and we take seriously any complaints we receiveIt is disappointing
to hear about Mrs*** experience and her frustration regarding the manner in which her rebate application was handled is understandable. First of all, we will be honoring the high-efficiency gas furnace rebate Mrs*** applied for in the amount of $***She can expect to receive this in the mail no later than September Second, an explanation of why the rebate was denied might be helpful, in hopes of providing some clarity regarding her experience. The Columbia Gas rebate program is approved by the State Corporation Commission in three-year cyclesThe authorized program includes limits on the number of rebates we can provide during each program cycle. Columbia Gas ran out of high-efficiency gas furnace rebates in October 2015, close to the end of the approved program’s cycle (2013-2015). In January of 2016, the next cycle of the rebate program began (2016-2018). High-efficiency gas furnace funds were once again available; however, they apply only to furnaces purchased and installed during the new program cycle of 2016-2018. The rebate processing team uses the contractor invoice as proof of the installation date in order to approve rebates. Since the invoice was not provided with the rebate application that was mailed in, the rebate processing team contacted Mrs*** for the required invoice, as well as for information to complete other fields left blank on the rebate application. With the complete application and invoice, they were able to conclude that the installation was made in 2015. Please share our apology for this lapse in customer service with Mrs***. With her feedback, we are able to continue to improve upon the service we provide our customers

I got an extension for my bill till 1/28/19 - I lost my bank card and was waiting till I got home to pay by check over the phone- Got home and they had already shut my gas off. Had to have been earlier that day. They didn't even wait till the next day. So I pay my bill because I slept in a cold house last night and it is suppose to be 6 degrees tonight and of course they can't come back out until sometime tomorrow - And even an all day appointment. If I don't work I don't get paid. I understand I am behind being a single parent and since I hadn't had a gas bill since 2006 I was charged a $278 deposit which they only break up in 3 installments. They are the worst and I wish I didn't have to have gas service with them. Then I was told 3 different quotes to have it turned back on and a $81 reconnection fee is absolutely absurd for having to wait for them to come back out. Not like they are rushing to come out- I guess everyone is out turning off gas instead of turning someone's heat, and hot water back on when it we are getting rain and snow and the temperature being 6 degrees.

Columbia Gas of Virginia is responsible for the safe and reliable delivery of natural gasAs part of this responsibility CGV is obligated to ensure that the changing federal and state regulatory rules and regulations are implementedThese rules and regulations are always being
improved to support public safety and how the local natural gas utilities implement these changesIn response to the inquiry of record, CGV has been performing inspections of all customer meter installations and will identify any items requiring addressed to the rules and regulations in place todayCGV identified the need for additional meter protection during our inspection and scheduled the installation of the meter postAs part of the scheduling process a letter was sent to the residence advising of the additional work and the letter has been verified as mailed eight days prior to the workThis also was in advance of the individual utility markings which occurred prior to our work.On the day of the workCGV personnel discussed the work with an adult child at the residence at with the homeownerThe conversation did not indicate any problems with our installation of the meter protection post.The proceeded and installed the meter protection post in accordance with federal and state rules and regulations around public safety.CGV personnel have contacted the inquirer and are open to discussing further the installation of the meter postsWe are awaiting a response.Should you have further questions please contact us.Sincerely,

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

Dear ***,
Thank you for contacting Columbia Gas of Virginia regarding
** *** *** concernsIt is always our
goal to ensure the best possible service to our customer, and we take
seriously any complaints we received
We have investigated
the concerns of ** *** with regards to
a service terminationOur investigations reveals that ** *** gas service was
shut off for non-payment on August 28thWhen a termination occurs,
a security deposit and reconnect fee is requested from the customerIn addition
to the security deposit and reconnection fee, there are other fees associated
with reconnection such as an optional $priority fee to restore service the
nest business dayThese, alone with other fees, are outlined in our tariff
which is approved by the ** *** *** *** and can be found at
***
We apologize for the difficulty ** *** experienced as a
result of this incidentWe will continue to work to regain her confidence by
continuing to deliver safe, reliable natural gad service
Sincerely,
*** ***

Dear ***, Thank you for contacting Columbia Gas of Virginia with regard to the concerns of Ms*** ***It is always our goal to ensure the best possible service to our customers, and we take seriously any complaints we receive. We have investigated the concerns of Ms
*** over a service termination on January and concluded that her gas service was shut off at *** *** *** *** for non-payment. When a termination occurs, a security deposit and reconnect fee is requested from the customerIn addition to the security deposit and reconnection fee, there are other fees associated with reconnection such as an optional $priority fee to restore service the next business dayThese, along with other fees, are outlined in our tariff which is approved by the Virginia State Corporation Commission and can be found at www.columbiagasva.com. Further it was determined that we incorrectly entered the reconnection date which resulted in a delay in restoring her gas service. We apologize for any inconvenience Ms*** experienced as a result of this incidentAs a courtesy, we have waived the $priority feeWe will continue to work to regain her confidence by continuing to deliver safe, reliable natural gas service. Should you have questions or require additional information please do not hesitate to contact me. Sincerely, Bob I*** Columbia Gas of Virginia

Dear ***,
Thank you for contacting Columbia Gas of Virginia with
regards to the concerns of ** *** ***It is always our goal to ensure the
best possible service to our customers, and we take any complaints we receive
We have investigated ** ***
concerns about a recent gas
service terminationWhen a termination occurs, a security deposit and
reconnect fee is requested from the customerThe security deposit is
determined by averaging the two highest winter bills from the previous year
These processes, along with other fees, are outlined in our tariff which is
approved by the *** *** *** *** and can be found at ***As a
courtesy, we have waived the $security deposit
We apologize for any inconvenience ** *** experienced as a
result of this matter and hope to have resolved her concerns
We encourage ** *** to enroll in the Budget Payment Plan by
calling us at ***The Budget Payment Plan is a free service designed to
help reduce the fluctuations in gas
bills by spreading the costs more evenly over a longer period of time
Additionally, we offer various payment options available to our customers such
as Checkfree, on line payment, and Bill MatrixPlease visit our website at
*** for more information
Should you have any questions or require additional information
please do not hesitate to contact me
Sincerely,
*** ***

We at Columbia Gas take customer experience very seriously and tries to make every contact with customers a good oneTo help make Mrs*** experience a positive one, we would like to offer an opportunity to redo the sidewalk, at our expense, if Mrs*** can get us in contact with her
builder and we can get access to the sidewalk color additive that the builder usedOur representative has tried to get in contact with Mrs*** to offer this, but have not been able to connect as of yetIf she will return the call of our representative, we can move forward

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Customer service and responses from reps when calling in was unacceptableThe service reconnect was done properly the next day however it was not to my satisfaction being reconnected after being terminated at pm while technician was in route to end his day at his home this giving me mins per ColumbiagasVA canned responses in order to be reconnected since the technician ends their day at 4pm. I do not expect this utility - monopoly to honestly care about all of their customers regardless of the staged heart warming commercials they they run in the media
Close this complaint as not satisfied to customers satisfaction
Regards,
*** ***

Thank you for contacting Columbia Gas regarding Mr*** concerns
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The time frame for a customer to receive a credit balance on their final bill is within thirty days of the final bill dateThis gives the company time to determine if any return payments are received on the account and to make the necessary correctionsMr*** credit balance was due to a security deposit refund to the account
We have requested Mr*** credit balance of *** to be processed and mailed to the address on file *** *** *** *** *** ***, and Mr*** should receive a check within two weeks from today
We will make sure all agents are aware of the correct process for refunding credit balances on final billsPlease let me know if you have any questions or concerns

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I would also like the company to consider changing the color of the paper they issue termination noticesSince I like many others have bills paid automatically by the bank I was unaware of the terminatation order until the day I contacted customer serviceIf the envelope or the paper was a different color it would have alerted me there was an issueThis small change which would not cost any money would probably save the company time and customers the frustration of having the gas shut offThe customer service agent was pleasant handled my issue very well.
On a positive note the tech that came out was awesomeHe was extreamly professional and very pleasant to deal with
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Dear *** ***Thank you for contacting Columbia Gas of Virginia with regard to the concerns of Mr***
***It is always our goal to ensure the best possible service to our customers, and we takeseriously any complaints we receive.A recent investigation revealed that Mr*** contacted
Columbia Gas of Virginia (CGV) onOctober and October to confirm receipt of an online payment in the amount of $Weconfirmed that the payment had posted to his account on October Mr*** called again onOctober to confirm receipt of the payment and this time indicated that his bank showed norecord of the payment and his account had been overdrawnWe explained to Mr*** thatwhen a payment is made, it posts to the account immediately however it may be returned by thebank up to two weeksOn October 13, we were notified by the customer's bank that his paymentwas returned for insufficient funds .We hope we have satisfied the concerns of Mr***Should you have questions or requireadditional information please do not hesitate to contact me

Dear ***, Thank you for contacting Columbia Gas of Virginia regarding the concerns of Mr*** ** ***It is always our goal to
ensure the best possible service to our customers, and we take seriously any complaints we receive. We have investigated the concerns of Mr*** with regard to his direct bill accountOur investigation revealed that a paper bill was sent to Mr*** along with email notification because the bill included a service ten:nination notice for nonpayment of $and indicated a termination date of February Because we did not receive payment, Mr***'s gas service was terminated on February 25. When a termination occurs, a security deposit and reconnect fee is requested from the customerIn addition to the security deposit and reconnection fee, there a.re other fees associated with reconnection such as an optional $priority fee to restore service the next business dayThese, along with other fees, are outlined in our tariff which is approved by the VA State Corporation Commission and can be found at www.columbiagasva.comMr. Tb.omas's gas service was restored on February As a courtesy we have waived the $priority fee. We apologize for the difficulty Mr*** experienced as a result of this incidentWe will continue to work to regain his confidence by continuing to deliver safe, reliable natural gas service. Sincerely, Michelle C*** Columbia Gas of Virginia

I spoke to my contact in our construction department and we did speak with Mrs *** husband, and the builder was also there for that conversationThe builder did confirm that no additive was used in the sidewalksAlso, her husband agreed that a power washing, in an attempt to get the coloring as close to the same as possible, would be a good compromiseThat should have been completed yesterday, but I will follow up to make sure that happened

Thank you for contacting Columbia Gas of Virginia with regard to the concerns of **.***s It is always our goal to ensure the best possible service to our customers, and we take seriously any complaints we receive
We have investigated the matter Our investigation
revealed that on July 14, 2014, a Columbia Gas of Virginia service technician tested the gas line and, finding no leakage, turned on the meter, connecting service and putting the account in *** ***'s name On October 23, 2014, as a part of a federally mandated customer service line inspection, a Columbia Gas of Virginia technician found a leak on the outlet union, which is a connection on the customer's side of the meter The technician left a door tag on the customer's home, informing him of the leak and providing guidance on how to get the leak repaired, recommending getting a qualified plumber to test the lines and make the necessary repairs In addition, the door tag notified the customer that the company would return to the premises on November 10, to determine if the leak had been repaired and notified the customer that, if the leak had not been repaired by that time, the Company would need to interrupt service, for safety reasons, until the repair could be made On November 10, 2014, a technician returned to the premises and verified the repairs were made and no further action was needed. Please note that a leak can happen at any time and no leakage was found on July 14, 2014, when the gas service was initially placed in **.*** name Columbia Gas of Virginia followed all guidelines and in compliance with the federally madated customer service line inspection, reported the leak as soon as it was found by the customer.
It is our sincerest hope to have satisfied the concerns of **.*** Should you have any questions or require additional information please do no hesitate to contact me.
Sincerely,
*** ***

A representative of CVA contacted Mrs*** on 2-18-to discuss this matterBelow is an account of what has transpiredThe account holder, *** *** is deceasedWhen contacted by *** *** (daughter), CVA requested that she provide required documentation to have
the service transferred to the name of the trustCVA explained that once the requested documentation was received, the account would be transferred and service would be reconnected in the name of the trustCVA received the required documents and transferred the service into the name of the trustReconnection was scheduled and completed on 2-16-The gas service was reconnected at no additional charge to the customer. CVA called and spoke with Mrs*** and she was satisfied with her experience of having the gas reconnected at no chargeShe was a bit frustrated by the process of uploading documents to the CVA website and feels that the process is not very user friendlyThe CVA representative apologized for any inconvenience this may have caused Mrs*** and assured her that the information would be shared and looked into to avoid a similar experience from other customersThe account is now in the name of the Trust and Mrs*** will be responsible for paying the bills and understands thisThe account currently has a credit balance of $***.**Mrs*** explained that no one lives there full time but does expect to have minimal consumption each month