Hopkins Aluminum

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
Regards,*** ***

Ms*** ***,
Thank you for bringing this matter to our attention and allowing us the opportunity to address Ms***’s concerns. On December 7, Peoples Gas discovered a leak on the company line that needed to be repaired. A notice was provided to the customer explaining
that the company would return on December 8, and there would be an interruption to the service until the necessary repairs were made. On December 8, at 1:P.M., after the repairs had been made, a door hanger was left at the property advising the customer when they returned home they may contact the company and schedule to have the service restored
In review of Ms***’s account, the customer was initially advised the service would be restored between 5:P.M and 6:P.M. While the company makes every attempt to accommodate the customer and complete these types of orders as soon as possible, emergency orders do take precedence. The customer’s concerns regarding her discussions with the company have been sent to the appropriate departments for review and any necessary training
On December 8, gas service was restored
Peoples Gas strives to provide quality customer service and apologizes for any inconvenience this may have caused
We hope this information has been helpful. If Ms*** has any additional concerns, she may contact the Customer Service Center at ###-###-#### (8:A.M.-5:P.MEST Monday through Friday)
Thank you again for allowing us with the opportunity to address this matter
Thank you, Kristen E***/Customer RelationsPeoples Natural Gas###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Customer account#***Mr*** attempted to contact the Customer Service office on 4/15/18, a SundayThe customer did speak with a representative with the company on Monday, 4/16/and his payment was processedThe rep discussed the Western Union Speedpay phone number that is in use,
is located on the front of the billMr*** did not ask for assistance with E-AccountMr***’s current account is not set up on E-Account.I tried to contact customer on 4/18/at 3:50pm, the phone line rang and immediately disconnected the callThere are prior accounts set up on E-Account under Mr*** name but his current account was never attached to E-AccountMsL***, a supervisor here, will be happy to assist Mr*** with thisHe may contact her directly at ###-###-####.The company has recently updated its bill paper stock and the prior quantities are being used until stocks are depleted. The company is sorry for Mr***’s confusion, however, a good number to pay the bill was indeed listed on the front of the bill. Company documentation shows that Mr*** was informed of this on 4/16/18. All Customer Service telephone numbers do answer; however, if other customers are ahead of a current caller, they must wait for an available Representative. Thank you for providing us the opportunity to review Mr***’s concerns.Dawn V***Customer Relations AssociatePeoples Natural Gas*** *** *** *** * *** *
*** ** ***###-###-####***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

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.] I should only half to pay half the bill because of me and *** *** where to pay he died 3-years ago
Regards,
*** ***

Due to the age of the bill. Ms*** would need to contact the Collection Company and establish a payment plan with them or simply send in her payment each month to Peoples Gas

Thank you for the opportunity to let us resolve your concerns. Mr*** *** sold his property on 9/8/to *** ***. I reviewed the contacts from both parties. I called Mr***. The final and initial readings were scheduled by Mr
*** for his move in date of 9/26. I asked Mr*** if he was willing to take responsibility from the property sale date of 9/as a courtesy to the seller. I explained the reading would be estimated based on the actual readings obtained every other month, along with the weather. I explained the average monthly bills. Both parties were satisfied and agreeable. The company will finalize Mr***'s bill effective 9/8/17.

Ref: *** ***, ID: ***Dear Ms***,This letter is in response to the complaint received from *** ***Thank you for taking the time to contact Peoples Natural Gas and providing us with the opportunity to review Ms***’s concerns.The account was enrolled in the budget billing
programThe budget is reviewed and adjusted on a quarterly basis based on the usage at the premise and the current ratesThe billing statement generated on April 30, advised the customer that after that month’s budget payment, the total budget payments for the budget year would be less than the cost of gas usedThe company would divide the remaining account balance by and add it to the new monthly budget payment.Ms*** advises she was unaware of the current budget change as she was unable to access her billing statement through e-AccountPeoples Natural Gas had scheduled maintenance on e-Account where the portal was down from June 30th through July 5th for the conversion of formal Equitable Gas customersIf Ms*** is ever having issues accessing e-Account she may always contact Peoples Natural Gas to request account information.On August 5, 2015, Peoples Natural Gas spoke with Ms*** and made payment arrangements on the account.The company strives to provide quality customer service and apologizes if Ms*** feels that she was treated rudelyThe account will be sent to the Call Center Supervisor in regards to the customer’s concerns.The company has also responded to a complaint filed by Ms*** with the Public Utility Commission.If you need additional information or have any questions, please feel free to contact me directly at ###-###-####.Thank you,***Customer Relations Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I would like my services turned on immediately and to be compensated for loosing two days of work I have had to pay over a dollars to have my pipes fixed, and cannot get anyone here to turn my gas on My house is freezing!

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.There are verifiable facts in this complaint that continued to go ignored by PNGIf they completed a correct investigation they would know that their technician lied to them and there was a forceable entry against my wishes due to the technicians negligence I wish for my complaint to be escalated to claims department Carl O*** supervisor My complete response letter is attached to ensure it’s sent if the format is not permitted in this window I have been a customer of People’s Natural Gas since 2002, and have lived in my current location since which you can confirm with your recordsI have let in at least three technicians to assist with the “turn on” process for an upstairs neighbor and have had no issuesIt is apparent that this case has been mishandled and sets avery dangerous precedent for your company to continue to violate customer’s safetyI would appreciate if this matter was escalated to your superiorYou may forward this letter for your convenience.Regarding incident number 9-294-17, the investigation letter response contradicts itself multiple times claiming that PNG procedures and protocol were followedIn your letter, it states “…our employee mentioned, he did not ask you to let the gentleman in…” and that appears to be the only true statementAs you stated, PNG is not permitted to enter a customer premise unaccompanied, which is why I came home from work early that day and continued to work from home to help with the processIf the stranger was a landlord as your letter claims, the landlord would have had a key to enter my apartment and I would not have had to leave work earlyI would not have told him “nice to meet him”Regarding the statement that I did not make an insistence that the stranger not go into my basement, the location of the basement door to the front door was never obtained by your investigationYou would have gathered that the location is very close to the front doorTherefore, after the technician opened the front door himself and allowed the stranger to enter my front door closely behind him, you can see how it would have been difficult from me to go from sitting at the computer to throwing myself in front of themWhen I told the stranger to not enter my basement, absolutely no further justification is necessaryEqually as important, you stated that the technician insisted that the stranger knew the layout of my basement yet you can see my entire basement when you enter it, which is another fact that would have been gathered with a complete and correct investigation.It’s clear that your investigation is in favor of your employee while being completely demeaning and disrespectful to meIf the investigation was sufficient, it would have easily proved that your technician lied to you and any involved at PNGI clearly did not chose to be a part of this situation, did not want to be a part of this situation and would never wish for anyone else’s safety to be compromised due to thisIt is the responsibility of PNG to follow safety procedures and that did not happen.As you stated in your letter, this has been a major inconvenience to mePer your request I provided an estimate of what it would take to obtain a low-level security system and replacement lightbulbPer my research, the sum of $is entirely reasonable and will allow me to feel safe again after your company’s errorI appreciate your immediate attention in this matter.
Regards,
*** ***

Sorry to hear you had a bad impression of Peoples Gas. In reviewing your account with the company, I have found that you had service at *** *** **, *** ** *** from 8/30/until the gas was shut off for non-payment on 6/14/The account was on a payment plan for
Budget plus $to pay on the balance owedThe last payment showing is 10/11/for $The company made referrals when the energy assistance programs were available but no grants have been applied to the accountThere was also a referral in April to apply to the *** program, a program with an income based budget and assistance with arrearage forgiveness. A *** representative advised you on 4/20/there was not enough income documentation submitted to complete enrollment in *** When the remaining documents were submitted the enrollment could be completedThe remaining income documents have not yet been submittedA customer can enroll in *** when the gas service is onOn 7/6/you contacted the company for the amount needed to start gas service at a new address where the gas is off, the new address was not givenThe representative updated household income and advised the full past due balance is needed $2,and the $reconnection fee would be billedThe only available assistance at this time is through the *** *** (211) or possibly through local charitable organizationsA service denial letter has been sent to youUnder the circumstance, these are the options available at this time

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards,
*** ***

On January 10, 2018, Ms*** called Peoples to report an odor of gas. A technician was dispatched to her home and disconnected service due to a leak on the house line. Later that same day, the landlord Mr*** *** called to inquire why gas was off at the property. He was
advised of the house line leak. A plumber hired by the landlord called the Company on January 17th to report that repairs have been made and requested for service to be restored. The technician tested the lines, approved the repairs, and restored the serviceMs*** called on January 18th to state that she feels she should not be responsible for leak usage. The representative recommended for the tenant to call her landlord to discuss payment of the usage resulting from the leak because he owns the home and house lines Per Company tariff: CONNECTIONS FOR SERVICE - EXTENSION OF FACILITIES, The applicant is responsible for service, pipe, fixtures, fittings, valves, regulators, and appliances to make the necessary connections between the Company's lines and the place of consumption. The Tariff Definitions show an Applicant shall become a Ratepayer for purpose of the tariff if the Applicant starts receiving service. The gas service was shut off for a customer owned house line leak. The property owner is responsible for maintenance of the line. The leaking gas registered on the meter as it is on the customer side of the meter. The company is unable to determine the amount of extra gas consumed. Any extra gas used due to the leaking house line is between the customer and the property owner. The customer may contact her landlord to see if the landlord is willing to help her pay the billActual meter readings were obtained on the gas meter every other month. The billed usage is based on actual readings. Ms.***’ also filed a complaint with the Public Utility Commission which was dismissed and the Company position was upheld that the bills were correct as renderedMs***' credit has not been affected by this balance as it has not yet been referred to a collections agency.

Revdex.com:That is the current problemI filled out the forms and filed the police report which the company claimed they receivedIt's not my fault your company lost the papersIt's also suspicious that the papers disappeared in thin air the same day the PUC agreed to close the caseI don't know what else your company wants from me since no matter what I do you are still going to go through illegal channels to force this bill on meAnd, btw I never spoke to your company in so quit saying I had talked to you when I never did! My mother has agreed to take responsibility for the bill, but your company refuses to go after herWHAT DO YOU WANT???
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
Regards,
*** ***

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
*** *** ** ** *** *** *** ** * *** ** *** *** ** *** *** *** ** *** ***
Regards,
*** ***

A paper bill has been mailed to *** ***’s mailing/service address *** *** *** ** *** ** *** every month since account #*** began on 3/31/17. A 10-day termination notice was mailed to the customer on 7/2/requesting $1,before 7/13/18. At
that time her total account balance was $1,and she was behind $on her payment planHer monthly bills included her payment plan amount and any payments that had postedAn automated past due phone call was made on 7/6/at 5:PM. The customer received and validated the call. Ms*** did not contact the company regarding past due notice or phone call. Gas service was disconnected for non-payment on 7/16/18. A shut-off notice was posted to the residence as required to notify the customer of the disconnection and actions needed to restore service. *** *** called on 7/17/to discuss reconnection. She stated that she had made payments on the account. Upon review, the Customer Service Representative discovered Ms*** had made two payments using an old account number; therefore they were not posting to her active account. Due to the customer’s error, the Company agreed to transfer the payments to her active account and restore service the following day on 7/18/Ms*** did not contact the company regarding any issues with her bills or payment plan prior to filing this complaint. She was issued a bill on 5/2/18, requesting payment plan amount $for due date 5/24/18. She states that her paper bill and what her online Peoples E-Account display are completely different. That is because she was looking at her active account paper bill and her inactive account online with a previous account number. The customer’s account billing is deemed correct and the Company encourages Ms*** to be sure she is paying on the correct account number and accessing her current online account when making payments. Gas service was restored on 7/18/18. Her original security deposit of $was returned to her account on 3/26/18. Due to the customer’s confusion between her old and current accounts, the reconnection security deposit will be waived. Once the two payments made in error on the incorrect account are transferred to the customer’s active account, she will be placed on a reconnection payment plan.

Revdex.com Complaint #*** *** *** *** *** *** * *** ** *** *** *** ***Ms*** *** has current gas service to *** *** *** *** ** *** ** ***She scheduled a meter to be set 3/24/for floor and requested the tech call
her before he came to the propertyOn 3/24/at 8:am the company service tech went to the address and reported there was no access for the meter set.Ms*** rescheduled and the meter was set on 3/28/The responding service tech reported he did not turn on the boiler as there was no water to the boiler and it needed cleaned and servicedThe only gas appliance turned on was a dryer.On 3/28/I called Ms*** *** and resolved her complaintI explained it is possible the service tech knocked on the incorrect door on 3/24/as he reported she was not at homeAs a customer relations gesture, the $activation fee was waived/reversedMs*** advised the property is now used as a single houseShe ran forced air heat to the 2nd floorThe old boiler is still located in the basement, but it is not connected and she has no plans to connect itThe floor meter will only service the dryerThe company coded floor as a nonheat accountIf she has a plumber connect the dryer to the floor meter at a later date, she will contact the company to remove the floor meter.Ms*** is satisfied with this resolution to her complaint.If you need additional information, please contact meI can be reached directly a* *** Monday through Friday between the hours of 8:am and 4:pm.Denice C***Account RepresentativePeoples Natural Gas