Fabra Cleen Carpet & Upholstery Cleaning

Hello, sorry for the late response. I was informed to not contact you for 30 days. I overlooked this by accident. Thank you for resolving this issue. I got what I wanted, and that was to not have to pay the additional charges. Thanks again.

I am rejecting this response because:If I'm RESPONSIBLE why wasn't a bill sent to me but to an out of state address?exactly you did not inform nor did you send me anything. 
Regards,
[redacted]

We have investigated the situation resulting in the letter of complaint by the consumer. Our records reflect the consumer visited our website at www.piedmontng.com on November 16, 2017 at 3:57 PM and submitted a START Service Request.  The premise the consumer requested service at was...

successfully located in our Customer Information System and the consumer passed a required identity verification check.   The consumer authorized a creditworthiness check to determine if a security deposit would be required.  While we were unable to waive the deposit based on risk factors found on the report; the required deposit was set to bill on the first bill for service and we allowed the Start Service Request to move to Step 5 of the START Service Request, selecting a date to start service.  Consumers who utilize our On-Line Service Scheduling select a date to start service.  The current month will display in calendar format reflecting dates appointments are available, dates that no appointments are available, and holidays.  Instructions advise the consumer to click a date to see available appointments; after selecting a date a box appears beside the calendar reflecting available appointments windows.  Piedmont has appointment windows from 7:30 AM – 5:00 PM, 8:00 AM – 12:00 PM and 12:00 PM – 4:00 PM.   In order to proceed a consumer must click on one of the available appointments and check a box indicating that by scheduling the service order, they are confirming that both water and electric service will be active at the service address prior to the requested date.  The consumer is also advised that someone 18 years or older must be present while work is being performed, as our technicians will need to inspect their natural gas appliances and equipment for safety.  Our records reflect that the consumer selected Thursday, 12/14/2017 between 8:00 AM – 12:00 PM for connection of service.  A Start Service Confirmation would have displayed thanking the consumer for starting service and confirming the scheduled date and time.  An email with this information would have also been sent to the consumer at the email address they were required to enter to use the START Service Request.  The confirmation and email advise the consumer if they have any questions or need to make changes to their service order, to please contact our Customer Service number.  On the day of an On-Line Start Service appointment Piedmont provides a courtesy call to the contact number provided by a consumer in order to let them know we are in route to the premise.  Our records reflect the on 12/14/17 the technician called the contact number provided by the consumer; the call was not answered and a voice message was left advising we were in route to the premise at 1:18:55 PM.  Upon arrival at 1:38:11 PM, no one was at that premise to provide access to the natural gas equipment.  Following our normal process a door card was left to notify the consumer a representative had been there and to contact Customer Service to reschedule. Call recordings reflect that the consumer called us the following day at 1:29:12 PM and stated that she did not know what time the technician was coming and that she needed to reschedule as she had missed him.  Our representative advised the consumer our first available date for scheduling was 12/21/2017, the work order was rescheduled for this date with special instructions to call the consumer’s husband thirty (30) minutes prior to arrival; the phone number provided was a different number from the one provided on the On-Line Start Service Request.   Following our process for appointments scheduled with thirty-minute call before going instructions, our representative advised the consumer to have her husband answer all calls as the call may appear from a blocked or private number.  The call ended and records reflect the consumer called back at 1:41:47 PM with a request to have a technician come out that day even if she had to pay extra.  Our representative explained that we are unable to offer same day service requests and that the order was rescheduled for our first available date.  The consumer stated that she was not advised that a call from the technician may come from a blocked or private number and that had she known she would have been available.  The consumer requested to speak with someone else and the call was transferred to our escalation queue.  The consumer disputed the original scheduled date of 12/14/17 after the call was transferred, stating the request was supposed to be scheduled for 12/15/17 instead of 12/14/17.  Our representative correctly advised the consumer the order scheduled on-line was for 12/14/17 from 8:00 AM – 12:00 PM however he incorrectly advised her that our technician called the contact number provided and that the answering party was in training until 1:00 PM.   The representative misinterpreted the work order documentation; it was our technician who was in training until 1:00 PM.   The work order was documented with this information as an explanation for why the technician was running late for an 8:00 – 12:00 appointment window.  When the consumer continued to dispute the scheduled date of 12/14/17 our representative inquired if she had her confirmation email.  She indicated she was unable to access it on her phone and that she was not at her computer at that time.  Our representative advised her he had verified the scheduled date of 12/14/17 with our On-Line Scheduling team however, he would check to see if he could obtain a schedule date earlier than the 21st.  Our representative was able to offer an earlier date of Tuesday, 12/19/17.  Our records reflect service connection was successfully completed on the 19th at 10:29 AM.  Piedmont is not able to expedite service to consumers who offer to pay “off duty hours” to connect service.  Connection of gas service is proprietary work; rules and service regulations prohibit such fees.  Piedmont is also not able to provide a credit to consumer accounts, by law we must charge the rates and tariffs within our three-state service area that are on file and approved by the respective state utility commission.  We hope this is a satisfactory explanation for the consumer and will gladly answer any additional questions or concerns she may have.    Tell us why here...

The collection practices regarding family homes are based on the NC Statutes (which I have included below).  Per public records, this applicant has received benefit of the gas that has been billed and not paid for.   Another family member has called about service here as recently as...

8/2017.  The past due bill along with any deposit will be due to restore service.