Corning Natural Gas Corp.

Corning Natural Gas has the following additional information for the complaint of [redacted] Gas service was turned on 1/02/15, at [redacted] ***, at 3:P.M At 5:P.M CNG received a gas leak call at this address It was dispatched at 5:P.M., and our field representative arrived at the address at 5:P.M The situation was made safe at 5: The field representative found an open line on the back porch to an old dryer location The line was plugged off No other leaks were found at that time A copy of the gas leak card is page of the attachment The field representative who also changes meters as part of his job, changed [redacted] 's meter when he was there for the gas leak The turn on reading at 3:P.Mwas The reading right after the gas leak was found and the line plugged was 2585, meaning CCF of gas had been used With the rates on [redacted] 's 1st billing, this would be approximately $worth of gas [redacted] 's total current bill for 1/02/to 1/12/was $ The minimum bill charge within this amount is $for which the customer is billed regardless of how much gas he uses within a billing period The $difference represents the CCF of gas used in the billing period $remaining of this bill is the final bill from [redacted] 's prior address A copy of this billing is page in the attachment The company will credit $to [redacted] 's account even though only approximately $represented the gas used due to the gas leakThe $will be credited to [redacted] 's next billing which will be in September We apologize that the open dryer line was not realized at the time of the turn on The situation had already been discussed with the field representative who did the turn on The company has no further comment on [redacted] 's opinion of our billing and collection procedures, or our Customer Service Department Please refer to our prior response in this area Corning Natural Gas has the goal of having satisfied customers, but it also does not require customer service representatives to have to continue in abusive conversations The company strives to give excellent customer service, and will continue to train our representatives to be able to provide it

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]They continue to distort the truth and vilify the customer with this insult of a responseI was never treated with kindness or respect from the moment I began talkingThey didn't even let me finish one sentence without interrupting meThey infer that I am lying about dropping my check in the drop box as is their outdated method of bill collecting is foolproofThey also failed to mention that they made no attempt to call me about my past due accountThey rely on antiquated and unreliable methods such as the mail and leaving a note on the door as if those methods are the most effective in today's technological ageI did ask to be sent to the voicemail of the supervisor who was on vacation only so I could inform him of how truly awful and offensive customer service I had experienced dealing with themI've spoken with him before about this and he was the only one to treat me with respect and politenessI am still offended and appalled with the level of contempt this business has for its customersI would like to add that my hostility was a justified response to their rudeness and disrespectI believe that, even for a business which has a monopoly on a necessary utility, the onus is on the them to conduct themselves professionally, not the customer. Also, as a side note and further proof of how inept the employees at this business truly are, here is a story about how they put my life in dangerWhen I first moved into this apartment back in January, they sent someone to come turn my gas onWell the man they sent must have been in a hurry because when he didn't bother checking if any gas lines were open before he leftSo unbeknownst to me(and them), gas was pouring into my apartment through an open gas line for hoursOne spark or open flame could have destroyed the building and ended my life, so that may be another reason I have no tolerance for their rude behavior and disrespectful attitude towards a customer who's life they put in danger.
Regards,
*** ***

Corning Natural Gas has the following additional information for the complaint of [redacted]     Gas service was turned on 1/02/15, at [redacted], at 3:50 P.M.  At 5:07 P.M.  CNG received a gas leak call at this address.  It was dispatched at 5:09 P.M., and our field representative arrived at the address at 5:15 P.M.  The situation was made safe at 5:25.  The field representative found an open line on the back porch to an old dryer location.  The line was plugged off.  No other leaks were found at that time.  A copy of the gas leak card is page 2 of the attachment.     The field representative who also changes meters as part of his job, changed [redacted]'s meter when he was there for the gas leak.  The turn on reading at 3:50 P.M. was 2580.  The reading right after the gas leak was found and the line plugged was 2585, meaning 5 CCF of gas had been used.  With the rates on [redacted]'s 1st billing, this would be approximately $4.29 worth of gas.     [redacted]'s total current bill for 1/02/15 to 1/12/15 was $28.32.  The minimum bill charge within this amount is $19.75 for which the customer is billed regardless of how much gas he uses within a billing period.  The $8.57 difference represents the 10 CCF of gas used in the billing period.  $322.16 remaining of this bill is the final bill from [redacted]'s prior address.  A copy of this billing is page 1 in the attachment.     The company will credit $28.32 to [redacted]'s account even though only approximately $4.29 represented the gas used due to the gas leak. The $28.32 will be credited to [redacted]'s next billing which will be in September.   We apologize that the open dryer line was not realized at the time of the turn on.  The situation had already been discussed with the field representative who did the turn on.       The company has no further comment on [redacted]'s opinion of our billing and collection procedures, or our Customer Service Department.  Please refer to our prior response in this area.     Corning Natural Gas has the goal of having satisfied customers, but it also does not require customer service representatives to have to continue in abusive conversations.  The company strives to give excellent customer service, and will continue to train our representatives to be able to provide it.

Corning Natural Gas has the following response to this complaint:     [redacted]'s gas was shut off for non-payment on 8/10/15, as a payment had not been received since 5/06/15, and an agreement had been broken.  NYS notice requirements had been followed as a 15 day notice had...

been sent with his bill on 7/13/15, and a final notice has been mailed 7/24/15.  A final notice was left on his door on 8/05/15 (which was not required, but another opportunity for the customer to resolve the account).  Utilities are not required to make contact at the time of disconnection during the summer months.  A note was left on his apartment door that service was disconnected.       On 8/11/15, the customer claimed he put $100 in our drop box 8/05/15.  Payments in this drop box are collected each business day at 8:00 A.M.  We did not receive this payment.  We asked [redacted] to check with his bank to see if the check had been cashed, but he declined to do that.  He claims he never got the notice mailed 7/24/15, the 8/05/15 door note, nor the notice of disconnection on 8/10/15 (but yet he did receive the notice with his bill mailed 7/13/15).  He wants our company to go paperless as he stated he never looks at his mail. Due to the expense that would be passed onto our customers through rates, we do not plan to do this at this time.  [redacted] was informed twice in conversations that if he wants to keep his gas service active, he needs to open his mail.     [redacted] was very unprofessional in dealing with our office yesterday and times in the past.  He was told by two people that the person he was asking for was on vacation, yet he called in 3 times asking to speak to that person.  In conversations he had with myself, he would ask questions, make statements, but not let me answer him.  Twice I ended his phone call because he was swearing at me.  He was warned I was ending the call, and why, and then the call was ended.       Please contact us if you have any further questions.