Luttenberger & Company

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I accept it

Home Serve is an independent company providing emergency home repair services and protection solutions to homeowners The Water Heater Repair or Replacement plan from Home Serve only provides up to $1,annually for the covered repair or replacement of a standard electric, natural gas, or propane water heater damaged due to wear and tearSome parts and damages are not covered Piedmont Natural Gas values its customers, so they have teamed up with Home Serve to offer optional home repair service plans to help protect you from the financial burden of unexpected home repairsPiedmont Natural Gas serves as a vendor for Home Serve in the roll as of a local, licensed and insured technician who is dispatched for repairsPiedmont Natural Gas installs approved equipment from our vendorsOur records indicate we replaced a gallon power vent water heater for this customer and the customer approved out of pocket chargesBase on this information no adjustment is warranted

I am rejecting this response because:over a week is not an acceptable response timeIf you know at this time EVERY YEAR that you have this problem you should prepare better for itWhat if we had some cold weather and you have all these customers with no heat? You are just going to tell them sorry but you have to freeze because we don't want to bring in extra help or pay for hours overtime instead of tenI have been a contractor for piedmont natural gas and I have seen some of your install crews work hour days beforeAnd don't tell me you can't get extra help because it is not rocket science to cut on a gas serviceThese are all just excuses for poor planningI am not satisfied with your response or service at all

We have reviewed the situation resulting in the complaint filed by the consumer Review of the consumer’s calls to us reflect we were first contacted on October 31, to request gas service connection for a property he was moving into the following day We were contacted a second time the following day with an inquiry as to why it was taking so long to connect service Our representative did share with the consumer that we had experienced a system issue While this is true, the system issue is not what is impacting our first available scheduling date This call has been forwarded to the appropriate area as a coaching opportunity for the representative We completely understand the frustration of the consumer, however our orders are scheduled on a first-come, first-service basis Piedmont and other natural gas distribution companies experience an influx of service requests this time of year Unlike other utilities, many natural gas consumers will allow their service to be disconnected in the warmer months and wait until cool temperatures arrive to restore service Each year we have an influx of turn on requests from these consumers in addition to consumers who have moved to a new location in the summer, and also wait until it gets cold to contact us Along with connection requests we also receive an influx of requests to light furnaces, space heaters and gas logsIn addition we, experience an increase in the number of gas leak and carbon monoxide emergency orders at this time of the year This is associated with heating equipment being turned on for the first time in the season The combination of these increased requests cause us to become booked up very quickly, sometimes up to a week out During warmer periods we are often able to work requests the same day we receive them or the next day During the colder periods, once we get through what was it commonly referred to as “fall light-up” we generally are able to work requests within one to two business days Our technicians are on mandatory overtime working ten hour days trying to satisfy all of the requests that we have received Depending on the number of gas appliances at a premise connection may take forty minutes to an hour Our technicians check the operation of the gas meter, ensure there are no gas leaks on the meter or on customer owned piping, fire all gas equipment, ensure the equipment is operating and venting normally Our technicians are highly trained employees; they receive specialized training in the operation of natural gas equipment and training as emergency responders Because of specialized training they receive, the natural gas industry isn’t one that can hire seasonal workers to compensate for a temporary increase in the number of service requests that are received this time of year While we recognize the wait is a frustration to consumers, we ask for their patience as we work requests for connection of service in the order in which we receive them We hope this is a satisfactory explanation for the consumer and will gladly answer any additional questions they may have

This complaint was responded to on 12/27/with the following response:Home serve is an independent company providing emergency home repair services and protection solutions to homeowners The Water Heater Repair of Replacement Plan from Home Serve only provides up to $annually for the covered repair or replacement of a standard electric, natural gas , or propane Water heater damaged due to wear and tear Some parts and damages are not coveredPiedmont Natural Gas values its customers, so they have teamed up with Home Serve to offer optional home repair service plans to help protect the customer from the financial burden of unexpected home repairs Piedmont Natural Gas serves as a vendor for Home Serve in the roll of a local licensed and insured technician who is dispatched for repairs Piedmont Natural Gas installs approved equipment from our vendorsOur records indicate we replaced a gallon power vent water heater for this customer and the customer approved the out of pocket charges Based on this information no adjustment is warranted

We have investigated the situation resulting in the letter of complaint from the consumer Piedmont is committed to providing high quality service while complying with all regulations The Fair and Accurate Credit Transactions Act (FACT Act) requires utilities to implement an identity theft prevention program to reduce the risk of identity theft In particular, the FACT Act requires utilities to screen potential customers to verify their identity Piedmont does not prohibit non married parties from being listed as a secondary account holder however, Piedmont will not add a secondary account holder without the authorization of the primary account holder, and without speaking to the secondary in order to complete verification of their identity Our records reflect the request for service received in February was in the name of the husband only and that a verbal password was added to the account It is our policy that anyone who is able to verify the verbal password on an account can take any action on the account that the account holder can with the exception of changing the verbal password Records reflect the consumer contacted us in March with a request to service gas logs and she was able to verify the verbal password; as she was able to do so, the request for service was scheduled and provided Our records also reflect the husband contacted us on February 3, to verify service was active At this time he authorized adding his wife to the account however, review of our audit trail reflects the wife’s identity was not verified and the request to add her name to the account was not completed We received additional contact from the wife in June 2016; at this time she was unable to verify the verbal password on the account and we were unable to provide with her with account information In July we received a request from the consumer for an estimate to run a gas line for a range This information was provided to the consumer without requiring her to verify the verbal password or being listed as a secondary on the account as no account information was being provided and no action was being taken on the account The information provided was simply an estimate based on Piedmont labor and material charges When the consumer contacted us on the afternoon of December 28th she was unable to verify the verbal password on the account Following our internal policies in place to protect customer account information our representatives declined to provide information and/or make changes to the account Our records reflect that we contacted the consumer later that evening and spoke with both the consumer and her husband We scheduled an appointment to service the gas logs, successfully verified the consumer’s identity, added her name to the account, and established a new verbal password The consumer should not have any further issues obtaining information or making changes to the account We hope this is a satisfactory explanation and will gladly answer any additional questions or concerns the consumer may have

Initial Business Response / [redacted] (1000, 5, 2016/06/16) */ I have reviewed the customer's complaintOur records indicate on 6/8/we received a Stop Service RequestAn order was issue and completed on 6/9/16, the account was final billed for days and therms of gas Piedmont Natural Gas observed Memorial Day on Monday, May 30th, we were working on May 31stOur system automatically notates the customer's account whenever the account is viewed and we show no record of the customer contacting us until 6/8/The Monthly Charge is an approved charge by the North Carolina Utilities CommissionThis charge is not just for the meter located at the customer's home, but also includes other costs which do not vary with the amount of gas soldThis charge is a necessary part of our regular billing and is billed after the usage has occurred We received the request on 6/8/16, we completed the request and final billed the account on 6/9/Based on this information the customer's final billed is correct and no adjustment is warranted Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/06/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) An attempt was made to close on May 31st but again I was informed office was closedLet them keep their $10, I am glad not to use their services anymore

Initial Business Response /* (1000, 5, 2015/08/07) */
Unfortunately, the gas meter can be turned off without accessing the appliances, but when the meter is turned back on we are required to check and relight each one for safety reasonsThis time of year our service technicians are very busy and
work as quickly as they can to get all field work completed
Also, when you receive a past due notice with your bill; please consider calling customer service for payment arrangementsThat could help stop any disconnection in the future
We realize your schedule is busy too, the first available time that an appointment window could be scheduled is 8/12/

Initial Business Response /* (1000, 6, 2016/09/20) */
We have again searched our records for a call received from this consumer requesting termination of gas serviceWe even attempted to find a call from her by searching our telephone database for the whole month of August by using her telephone
number, but was unsuccessful
Although we already had her new address prior to her 9/16/call, it appears the new address information was received from the US Postal Service in which we used only as her alternate mailing addressWe do not terminate service from address changes received from the US Postal ServiceWe can assure the consumer that Piedmont Natural Gas do not double bill, we were only billing her, the active customer account
I have contacted the property owner of this address and she verified that this tenant moved out around 8/22/The owner willingly agreed to pay charges starting as of 8/22/Therefore, I have notified Billing Services to adjust the billing for this consumer, using the termination date of 8/22/The consumer should receive a corrected bill within the next to days
Initial Consumer Rebuttal /* (2000, 8, 2016/09/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This is acceptable, as long as the corrected bill is received as described above

Good afternoon, As an update to this complaint,
our Field Service Supervisor was at this home today. The Regulator needed to be upgraded to make the appliance safe. We have done that at no charge to the customer. Per a phone call from him, the customer is satisfied at this time. Thank you, Mary W*** Customer Assurance Liaison Piedmont Natural Gas 828-304-Office 828-304-Fax

Per Field Service Supervisor, these logs were tagged off as unsafe. The supervisor has contacted our customer and is going to check on safety issues at this log set. Will follow up when service order is completed

(The consumer indicated he/she DID NOT accept the response from the business.)
I approved the charges because there was no choice, I had been without hot water for two days and there were people arriving at my house for ChristmasIf I did not approve the service people would not perform the work and what good would the warranty be
The issue is the lack of transparency from PNG about the chargesThe charges were inflated so that the warranty would be uselessThe warranty company, Home Serve, also questioned the charges from PNG

Initial Business Response /* (1000, 6, 2015/10/28) */
I have spoken with this customer today. We have agreed to cancel the billing for the installation of logs. She has my contact info if she needs anything further.

I am rejecting this response because:over a week is not an acceptable response time. If you know at this time EVERY YEAR that you have this problem you should prepare better for it. What if we had some cold weather and you have all these customers with no heat? You are just going to tell them sorry but you have to freeze because we don't want to bring in extra help or pay for 12 hours overtime instead of ten. I have been a contractor for piedmont natural gas and I have seen some of your install crews work 18 hour days before. And don't tell me you can't get extra help because it is not rocket science to cut on a gas service. These are all just excuses for poor planning. I am not satisfied with your response or service at all.

We have reviewed the situation resulting in the complaint filed by the consumer.    Review of the consumer’s calls to us reflect we were first contacted on October 31, 2017 to request gas service connection for a property he was moving into the following day.  We were contacted a...

second time the following day with an inquiry as to why it was taking so long to connect service.  Our representative did share with the consumer that we had experienced a system issue.  While this is true, the system issue is not what is impacting our first available scheduling date.   This call has been forwarded to the appropriate area as a coaching opportunity for the representative.      We completely understand the frustration of the consumer, however our orders are scheduled on a first-come, first-service basis.  Piedmont and other natural gas distribution companies experience an influx of service requests this time of year.  Unlike other utilities, many natural gas consumers will allow their service to be disconnected in the warmer months and wait until cool temperatures arrive to restore service.  Each year we have an influx of turn on requests from these consumers in addition to consumers who have moved to a new location in the summer, and also wait until it gets cold to contact us.    Along with connection requests we also receive an influx of requests to light furnaces, space heaters and gas logs. In addition we, experience an increase in the number of gas leak and carbon monoxide emergency orders at this time of the year.  This is associated with heating equipment being turned on for the first time in the season.    The combination of these increased requests cause us to become booked up very quickly, sometimes up to a week out.   During warmer periods we are often able to work requests the same day we receive them or the next day.  During the colder periods, once we get through what was it commonly referred to as “fall light-up” we generally are able to work requests within one to two business days.    Our technicians are on mandatory overtime working ten hour days trying to satisfy all of the requests that we have received.  Depending on the number of gas appliances at a premise connection may take forty minutes to an hour.  Our technicians check the operation of the gas meter, ensure there are no gas leaks on the meter or on customer owned piping, fire all gas equipment, ensure the equipment is operating and venting normally.  Our technicians are highly trained employees; they receive specialized training in the operation of natural gas equipment and training as emergency responders.  Because of specialized training they receive, the natural gas industry isn’t one that can hire seasonal workers to compensate for a temporary increase in the number of service requests that are received this time of year.     While we recognize the wait is a frustration to consumers, we ask for their patience as we work requests for connection of service in the order in which we receive them.  We hope this is a satisfactory explanation for the consumer and will gladly answer any additional questions they may have.

This complaint was responded to on 12/27/16 with the following response:Home serve is an independent company providing emergency home repair services and protection solutions to homeowners.  The Water Heater Repair of Replacement Plan from Home Serve only provides up to $1000.00 annually for the covered repair or replacement of a standard electric, natural gas , or propane Water heater damaged due to normal wear and tear.  Some parts and damages are not covered. Piedmont Natural Gas values its customers, so they have teamed up with Home Serve to offer optional home repair service plans to help protect the customer from the financial burden of unexpected home repairs.  Piedmont Natural Gas serves as a vendor for Home Serve in the roll of a local licensed and insured technician who is dispatched for repairs.   Piedmont Natural Gas installs approved equipment from our vendors. Our records indicate we replaced a 40 gallon power vent water heater for this customer and the customer approved the out of pocket charges.  Based on this information no adjustment is warranted.

Initial Business Response /* (1000, 5, 2016/06/16) */
I have reviewed the customer's complaint. Our records indicate on 6/8/16 we received a Stop Service Request. An order was issue and completed on 6/9/16, the account was final billed for 8 days and 2 therms of gas.
Piedmont Natural Gas...

observed Memorial Day on Monday, May 30th, we were working on May 31st. Our system automatically notates the customer's account whenever the account is viewed and we show no record of the customer contacting us until 6/8/16. The Monthly Charge is an approved charge by the North Carolina Utilities Commission. This charge is not just for the meter located at the customer's home, but also includes other costs which do not vary with the amount of gas sold. This charge is a necessary part of our regular billing and is billed after the usage has occurred.
We received the request on 6/8/16, we completed the request and final billed the account on 6/9/16. Based on this information the customer's final billed is correct and no adjustment is warranted.
Initial Consumer Rebuttal /* (2000, 7, 2016/06/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
An attempt was made to close on May 31st but again I was informed office was closed. Let them keep their $10, I am glad not to use their services anymore.

Home Serve is an independent company providing emergency home repair services and protection solutions to homeowners.
The Water Heater Repair or Replacement plan from Home Serve only provides up to $1,000 annually for the covered repair or replacement of a standard electric, natural gas, or...

propane water heater damaged due to normal wear and tear. Some parts and damages are not covered.
Piedmont Natural Gas values its customers, so they have teamed up with Home Serve to offer optional home repair service plans to help protect you from the financial burden of unexpected home repairs. Piedmont Natural Gas serves as a vendor for Home Serve in the roll as of a local, licensed and insured technician who is dispatched for repairs. Piedmont Natural Gas installs approved equipment from our vendors. Our records indicate we replaced a 40 gallon power vent water heater for this customer and the customer approved out of pocket charges. Base on this information no adjustment is warranted.

Customers initiate the Home Serve Warranty.  They are able to view and choose the type plans available.  Home Serve provides detailed information and benefits for each available plan.  Once Piedmont Natural Gas received a request from service from Home Serve, we submit an estimate for the repairs, which is approved by Home Serve and the customer.  The Home Serve water heater repair plan this customer choose, provides up to $1000.00 for the repair or replacement of the customers water heater.  Normally, this $1000 will cover the entire cost (minus any code upgrade costs).  However, this customer had a “power vent” heater.  This heater is more expensive and requires additional labor to install.  Therefore the $1000 did not cover the entire costs and an additional $814.28 was required.  Our records indicate the customer signed that he accepts the description of work and total charges.  The invoice detailed the charges for the additional expense not covered under the Home Serve Warranty plan.  Based on this the customer was aware of the cost prior to the installation of the water heater, he signed that he accepted the work and charges, therefore, no refund is warranted.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I accept it.