Custom Counter Top, Inc.

Hello Mamadou and the Revdex.com, Regarding NY Revdex.com Case # [redacted]; [redacted] RESULTS In response to this complaint, we attempted to contact [redacted] on 1/*/2016 and 1/*/2016 but were only able to leave a message. We will continue to reach out to [redacted] in hopes of reaching an amicable...

resolution to this matter. BACKGROUND INFORMATION Prior to filing this complaint, [redacted] gas and electric accounts were enrolled in Columbia Utilities’ service on 10/*/2007, upon completion of a TPV recording. Shortly thereafter, a welcome packet was sent to [redacted] that included all the necessary information regarding his enrollment, including the fact that rates are variable. Columbia Utilities began servicing [redacted] gas and electric accounts on 12/**/2007 and 1/**/2008, respectively. While receiving Columbia’s service, [redacted] contacted our customer service line in regards to his account on 6/**/2008, 4/**/2009, 2/**/2010, 9/**/2010, 2/**/2012, 4/**/2014, 4/**/2014, and 1/*/2015. During our conversations with [redacted], we reviewed his account and issued him courtesy credits that amounted to a total of $313.12, which was applied to his account. On 1/*/2016, [redacted] contacted our customer service line in regards to his bill. We advised [redacted] that since he has been a valued customer since 2007, we would review his account for a potential courtesy credit, and would call him back after our review. [redacted] acknowledged this and the call was ended. On 1/*/2016, prior to receiving this complaint, we spoke with [redacted] again in regards to his account. We advised [redacted] that since he has been a valued customer for many years, a resolution supervisor would further review his account and follow up with him. [redacted] acknowledged this and the call was ended. Shortly thereafter, before we were able to follow up with [redacted] to further address his concerns, we received this complaint. Contrary to this complaint, Columbia Utilities does not falsely advertise. [redacted] agreed to a variable rate when he enrolled in Columbia Utilities’ service on 10/9/2007, upon completion of a TPV recording. In his complaint, [redacted] states that a rep came to his door to sign him up. However, [redacted] enrolled his account in Columbia’s service when he was contacted by telephone. Additionally, [redacted] was sent all of the necessary information regarding Columbia’s supply following enrollment in our service, including the fact that rates are variable. Finally, [redacted] was sent the updated terms and conditions in May 2011, which stated that savings were not guaranteed. We apologize to [redacted] for any displeasure he may have experienced. Columbia Utilities values all of our customers and we do our best to provide quality service. Please let us know if the Revdex.com would like any further information. Thank you.

Hello [redacted] and the Revdex.com,Regarding case # [redacted]; [redacted]RESULTSIn response to this complaint, we spoke with [redacted] on9/**/2015. We advised [redacted] that per the determination of [redacted],Columbia Utilities is scheduled to stop servicing her gas and electric accountson 11/*/2015...

and 10/*/2015, respectively. As a courtesy, we offered tore-review [redacted]’s account for a new credit. Upon review, we offered [redacted]
[redacted] a new courtesy credit of $100.52 for the billing cycles of 6/*/2015 –9/*/2015, which will void out the previous credit of $55.85 offered on9/**/2015. We advised [redacted] that the credit of $100.52 will be sent in theform of a check. As an extended courtesy, we offered to review [redacted]’sfinal bill, should she be unhappy with it. [redacted] was satisfied, thankedus, and the call was ended. BACKGROUND INFORMATIONPrior to filing this complaint, [redacted]’s gas andelectric accounts were enrolled in Columbia Utilities’ service on 9/**/2011,upon completion of a signed agreement. Shortly thereafter, a welcome packet wassent to [redacted] that included all the necessary information regarding herenrollment, including the fact that rates are variable and savings are notguaranteed. Columbia Utilities began servicing [redacted]’s gas and electricaccounts on 11/*/2011.On 9/**/2015, after receiving Columbia Utilities’ servicefor almost 4 years, [redacted] contacted our office for the first time inregards to her account. [redacted]
[redacted] requested the cancellation of her account, which was processed promptlyand without penalty. We advised [redacted] on the cancellation processand that it’s up to her utility, [redacted], to determine an end date. As acourtesy, we offered to review [redacted]’s account for a potential courtesycredit. Upon review, we offered [redacted] a courtesy credit of $55.85 for thebilling cycles of 6/*/2015 – 9/*/2015, which would be applied to her account.[redacted] thanked us and the call was ended. Per the determination of NationalGrid, Columbia Utilities is scheduled to stop servicing [redacted]’s gas andelectric accounts on 11/*/2015 and 10/*/2015, respectively.   [redacted] agreed to a variable rate with no guarantee ofsavings when she enrolled in Columbia Utilities’ service upon completionof a signed agreement. Additionally, [redacted] was sent all of the necessaryinformation regarding Columbia Utilities’ supply following enrollment in ourservice. Columbia Utilities informs customers that they have enrolled in avariable rate plan with no guarantee of savings. All of this information isincluded in the welcome packet sent to customers shortly after enrollment. Contrary to this complaint, we have no record of receivingany calls from [redacted] prior to 9/**/2015. We apologize to [redacted] forany inconvenience she may have experienced. Columbia Utilities values all ofour customers and we do our best to provide quality service. Please let us know if the Revdex.com would like any furtherinformation. Thank you.

Hello [redacted] and the Revdex.com, Regarding case # [redacted]RESULTSIn response to his complaint, we attempted to contact [redacted] on 10/*/2015 and 10/*/2015 but were only able to leave messages. Wewill not be reaching out to [redacted] any further, so as not to furtheraggravate the...

matter. We would like to apologize to [redacted] for anyinconvenience he may have experienced, and we have placed him on our internalDo Not Call list so that Columbia Utilities’ telemarketers will not attempt tocontact him in the future.Since we were unable to speak with [redacted] and obtainany additional information, it is difficult for us to fully investigate hisconcerns. We encourage [redacted] to reach out to us directly if he would liketo discuss the matter further. BACKGROUND INFORMATIONPrior to receiving this complaint,we have no record of any contact with [redacted]. To date, [redacted] isnot currently a customer of Columbia Utilities and has not been a customer in the past. Upon receipt of thiscomplaint, [redacted] was placed on our internal Do Not Call list so thatColumbia Utilities’ telemarketers will not attempt to contact him in thefuture. Please let us know if the Revdex.comwould like any further information.  Thank you.