Intermountain Gas Company

Intermountain Gas Company did indeed receive the request for service at [redacted] from [redacted] l Construction on 7/21/ What is important to note here is the request was not just for a meter set; it was for a stub extension/service line installation We do have an On-Line Portal for construction outfits to use for these type of requests or alternately they can call the local office and request it over the phone with an Operations Aide Digging a service line to a premise has a lot of steps involved and depending upon the existing workload can easily take several weeks or more to complete if everything goes smoothly The Operations Aide takes the order and sends it over the to the sub-contractor to dig the trench and install the line The sub-contractor puts it on their calendar and has to call in line-locates prior to digging so as not to cut any existing utilities while trenching What happened to delay the process to weeks in this case was, unfortunately, human error The person that took the order from [redacted] l on 7/(which was a Friday), sent it over to the subcontractor on Monday 7/ At that time she wrote down a lot and block number for the request due to there are no displayed addresses on the homes under construction She wrote down the lot number wrong The sub-contractor received the order on 7/and requested line locates which typically takes a couple of business days to get scheduled with an additional sub-contractor They did receive the line locates and went out to the lot to dig the service line and there was no foundation there yet They can’t run a service line unless there is a foundation This happens normally from time to time so they pended it out week to go to the lot again after construction had commenced The dig crew went out again and still no foundation and at that point sent it back to their district office It got sent back to us after a period of time as a not-ready At about the same time we received it back from the subcontractor on 9/1, [redacted] l Construction called us and asked why we hadn’t completed the order yet It was discovered at that time that the lot number was incorrect The correct lot number was ascertained on 9/(which was a Friday), we sent the order back to our subcontractor on 9/as Monday 9/was a holiday (Labor Day)They called in the line locates on 9/5, the line locates were completed and the service line installation was completed by 9/ [redacted] l Construction called us with the meter set information on 9/and the new meter was set on 9/ Service was read into Mr [redacted] ’s name on 9/ We will be using this as a training tool to put practices in place ensure a more expeditious response when we are unable to complete a requested service line installation in a timely manner, for whatever reason We do strive to provide excellent customer service to all of our customers and apologize for any inconvenience that this has caused

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

Intermountain Gas Company did indeed receive the request for service at [redacted] from [redacted]l Construction on 7/21/17.  What is important to note here is the request was not just for a meter set; it was for a stub extension/service line installation.  We do have an...

On-Line Portal for construction outfits to use for these type of requests or alternately they can call the local office and request it over the phone with an Operations Aide.   Digging a service line to a premise has a lot of steps involved and depending upon the existing workload can easily take several weeks or more to complete if everything goes smoothly.  The Operations Aide takes the order and sends it over the to the sub-contractor to dig the trench and install the line.  The sub-contractor puts it on their calendar and has to call in line-locates prior to digging so as not to cut any existing utilities while trenching.  What happened to delay the process to 7 weeks in this case was, unfortunately, human error.  The person that took the order from [redacted]l on 7/21 (which was a Friday), sent it over to the subcontractor on Monday 7/24.  At that time she wrote down a lot and block number for the request due to there are no displayed addresses on the homes under construction.  She wrote down the lot number wrong.   The sub-contractor received the order on 7/24 and requested line locates which typically takes a couple of business days to get scheduled with an additional 811 sub-contractor.  They did receive the line locates and went out to the lot to dig the service line and there was no foundation there yet.  They can’t run a service line unless there is a foundation.  This happens normally from time to time so they pended it out 1 week to go to the lot again after construction had commenced.  The dig crew went out again and still no foundation and at that point sent it back to their district office.   It got sent back to us after a period of time as a not-ready.  At about the same time we received it back from the subcontractor on 9/1, [redacted]l Construction called us and asked why we hadn’t completed the order yet.  It was discovered at that time that the lot number was incorrect.  The correct lot number was ascertained on 9/1 (which was a Friday), we sent the order back to our subcontractor on 9/5 as Monday 9/4 was a holiday (Labor Day). They called in the line locates on 9/5, the line locates were completed and the service line installation was completed by 9/8.  [redacted]l Construction called us with the meter set information on 9/8 and the new meter was set on 9/11.  Service was read into Mr. [redacted]’s name on 9/13.   We will be using this as a training tool to put practices in place ensure a more expeditious response when we are unable to complete a requested service line installation in a timely manner, for whatever reason.   We do strive to provide excellent customer service to all of our customers and apologize for any inconvenience that this has caused.

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