A termination notice was mailed on June 2, 2017, for a delinquent amount of $113.32, for termination on or after June 12, An extension will be granted for you to make the payment of $113.32, at an authorized payment location by June 26, MGC needs to be contacted immediately after the payment is made with receipt information for payment verification Some of the authorized payment locations in the [redacted] ***s area include: [redacted] On behalf of MGC, I apologize for the negative customer relations experience The issue will be addressedRegards,Mountaineer Gas Corporate Office
The mission of Mountaineer Gas is about providing safe, reliable natural gas services for the benefit of our customers, employees, investors, communities and the environment, as your safety is our concern There are rules/guidelines in place that must be adhered to It is the customer's responsibility to make repairs from the property line to the gas meter, and from the outlet side of the meter to the appliances.The rules that are in place are set to reduce the chances of a natural gas leak or fireMGC stands firm in our commitment to safety to all.Regards,MGC Corporate Office
Based on the Rules and Regulations of the PSC and MGC Tariffs, Rule states: Any customer desiring to have his/her service discontinued shall give at least three (3)days' notice thereof to the utility unless a longer or shorter period shall be incorporated in any standard or special contract mutually agreed uponUntil the utility shall have such notice, the customer may be held responsible for all service rendered The special contract in this instance was that you scheduled an appointment for the Company to gain access to obtain a final reading to terminate the gas service in your nameYou did not report to the appointment as scheduled per the recorded phone call and failed to contact MGC to advise of other arrangementsRegards,Mountaineer Gas Corporate Office
The complainant used an account number assigned to a previous occupant of the same location, which resulted in the payment posting to the wrong account.It appears that the issue has been resolved as for the payment; however, the service has not yet been reconnected due to a leak that must be prepared prior to restoral of gas service.Regards,Mountaineer Gas Corporate Office
MGC installs a curb valve that separates the Company Service Line from the Customer Service Line The curb valve is usually located on or near the property line Per PSC Rule 5.4.4, Customer's Service - The customer shall furnish and lay the necessary pipe to make connection from the property line abutting the utility's main, to the place of consumption, and shall keep the service line in good repairThe service line shall beinstalled and tested in accordance with the Minimum Safety Standards and the utility's safety requirements concerning customer connections required to be filed pursuant to Rule 8.3., infraThe customer shall not make any change or interfere with said customer's service line without approval of the utility.The customer is also responsible for the customers house piping, which is the piping and fittings that extend from the outside of the customer's foundation to the customer's appliance.MGC apologizes for any miscommunication or inconvenience that you may have experiencedMGC Corporate Office
MGC does have an application process, which may include but not limited to, a request for proof of previous residency, as well as proof that a customer has applied for new service at a current location with another utility company It has been verified that you are the current occupants at the location in question with an effective date of August 10, Since this information has been verified, you can contact MGC's Customer Service Center at [redacted] at your earliest convenience to request gas service.MGC apologizes for any inconvenience that you may have experienced.Regards,MGC Corporate Office
The first record of communication between MGC and the complainant, regarding connection of gas service for the location in question is April 11, at 2:PM The complainant contacted the Company on April 11, 2017, requesting connection of gas service The complainant was advised of the need to provide a copy of a lease or proof of ownership, as well as pay a $security deposit, as the gas service had just been terminated for non-payment in the name of a previous occupant on April 5, A lease was provided, which reflected an effective date of April 1, The complainant called the Company back on Thursday, April 13, at 2:05PM, to provide notice of the $payment being made on April 13, 2017, for the security deposit The complainant was then informed that that the next available date of service would be Monday, April 17, as Friday, April 14, 2017, the Company would be closed to observe Good FridayUnfortunately, a request for connection of gas service is not a same day order Regards,Mountaineer Gas Corporate Office
A Supervisor spoke with the complainant on August 23, 2016, at 1:p.m., in regards to a corrected meter reading The complainant was not satisfied with the conversation, stating the meter readings were suspicious and the Company was going to say whatever The gas meter is located in the basement The meter reading report reflects that the Company did not have access to the inside meter in the months of December through June 2016, which resulted in the billings being estimated in those months and the increase in the bill when the actual reading was obtained On June 30, 2016, an order was generated to change the gas meter, to install an ERT, as this ERT (Electronic Resonator Transmitter), will afford the Company with the ability to read the gas meter from the outside, resulting in more accurate billings moving forward, as the Company will be able to obtain regular scheduled readings, thus eliminating estimated bills for extensive periods of time When the meter was changed, the complainant was presentBased on the actual final reading of the old meter, the account was billed an additional Mcf, reflecting that the calculated usage from December 9, through July 4, was under-estimated This does not mean that any gas has been used since the heating season Based on previous years consumption history for relatively the same time frame, as the months may vary depending on the when the Company was able to obtain the actual read, the usage is in line and less than previous consumption From November – July 2016, Mcf of gas was usedFrom September – May 2015, the account billed Mcf of gas From November – May 2014, the account billed Mcf and from September – July 2013, the account billed Mcf of gas.Anytime the billings are estimated, customers are encouraged to check the reading of the meter and even call in the readings for more accurate billings Meter reading cards are available for customer's who are interested in providing their readings in the months that the billings are estimated Please contact the Customer Service Center at [redacted] for more information regarding providing a customer reading in the estimated months Please advise if further information is needed.Regards,Mountaineer Gas Corporate Office
MGC is governed by the Rules and Regulations of the [redacted] These rules are intended to define good operating practices, which can normally be expected, and are intended to ensure adequate service and to prevent unfair charges to the public, and to protect the utilities from unreasonable demands MGC stands firm in our response dated 9/11/17, advising that the customer shall furnish and lay the necessary pipe to make the connection from the property line abutting the utility's main, to the place of consumption, and shall keep the service line in good repair The customer is also responsible for the customers house piping, which is the piping and fittings that extend from the outside of the customer's foundation to the customers appliance Regards,MGC Corporate Office
A termination notice was mailed on June 2, 2017, for a delinquent amount of $113.32, for termination on or after June 12, An extension will be granted for you to make the payment of $113.32, at an authorized payment location by June 26, MGC needs to be contacted immediately after the payment is made with receipt information for payment verification Some of the authorized payment locations in the [redacted] ***s area include: [redacted] On behalf of MGC, I apologize for the negative customer relations experience The issue will be addressedRegards,Mountaineer Gas Corporate Office
The mission of Mountaineer Gas is about providing safe, reliable natural gas services for the benefit of our customers, employees, investors, communities and the environment, as your safety is our concern There are rules/guidelines in place that must be adhered to It is the customer's responsibility to make repairs from the property line to the gas meter, and from the outlet side of the meter to the appliances.The rules that are in place are set to reduce the chances of a natural gas leak or fireMGC stands firm in our commitment to safety to all.Regards,MGC Corporate Office
Based on the Rules and Regulations of the PSC and MGC Tariffs, Rule states: Any customer desiring to have his/her service discontinued shall give at least three (3)days' notice thereof to the utility unless a longer or shorter period shall be incorporated in any standard or special contract mutually agreed uponUntil the utility shall have such notice, the customer may be held responsible for all service rendered The special contract in this instance was that you scheduled an appointment for the Company to gain access to obtain a final reading to terminate the gas service in your nameYou did not report to the appointment as scheduled per the recorded phone call and failed to contact MGC to advise of other arrangementsRegards,Mountaineer Gas Corporate Office
The complainant used an account number assigned to a previous occupant of the same location, which resulted in the payment posting to the wrong account.It appears that the issue has been resolved as for the payment; however, the service has not yet been reconnected due to a leak that must be prepared prior to restoral of gas service.Regards,Mountaineer Gas Corporate Office
MGC installs a curb valve that separates the Company Service Line from the Customer Service Line The curb valve is usually located on or near the property line Per PSC Rule 5.4.4, Customer's Service - The customer shall furnish and lay the necessary pipe to make connection from the property line abutting the utility's main, to the place of consumption, and shall keep the service line in good repairThe service line shall beinstalled and tested in accordance with the Minimum Safety Standards and the utility's safety requirements concerning customer connections required to be filed pursuant to Rule 8.3., infraThe customer shall not make any change or interfere with said customer's service line without approval of the utility.The customer is also responsible for the customers house piping, which is the piping and fittings that extend from the outside of the customer's foundation to the customer's appliance.MGC apologizes for any miscommunication or inconvenience that you may have experiencedMGC Corporate Office
MGC does have an application process, which may include but not limited to, a request for proof of previous residency, as well as proof that a customer has applied for new service at a current location with another utility company It has been verified that you are the current occupants at the location in question with an effective date of August 10, Since this information has been verified, you can contact MGC's Customer Service Center at [redacted] at your earliest convenience to request gas service.MGC apologizes for any inconvenience that you may have experienced.Regards,MGC Corporate Office
The first record of communication between MGC and the complainant, regarding connection of gas service for the location in question is April 11, at 2:PM The complainant contacted the Company on April 11, 2017, requesting connection of gas service The complainant was advised of the need to provide a copy of a lease or proof of ownership, as well as pay a $security deposit, as the gas service had just been terminated for non-payment in the name of a previous occupant on April 5, A lease was provided, which reflected an effective date of April 1, The complainant called the Company back on Thursday, April 13, at 2:05PM, to provide notice of the $payment being made on April 13, 2017, for the security deposit The complainant was then informed that that the next available date of service would be Monday, April 17, as Friday, April 14, 2017, the Company would be closed to observe Good FridayUnfortunately, a request for connection of gas service is not a same day order Regards,Mountaineer Gas Corporate Office
A Supervisor spoke with the complainant on August 23, 2016, at 1:p.m., in regards to a corrected meter reading The complainant was not satisfied with the conversation, stating the meter readings were suspicious and the Company was going to say whatever The gas meter is located in the basement The meter reading report reflects that the Company did not have access to the inside meter in the months of December through June 2016, which resulted in the billings being estimated in those months and the increase in the bill when the actual reading was obtained On June 30, 2016, an order was generated to change the gas meter, to install an ERT, as this ERT (Electronic Resonator Transmitter), will afford the Company with the ability to read the gas meter from the outside, resulting in more accurate billings moving forward, as the Company will be able to obtain regular scheduled readings, thus eliminating estimated bills for extensive periods of time When the meter was changed, the complainant was presentBased on the actual final reading of the old meter, the account was billed an additional Mcf, reflecting that the calculated usage from December 9, through July 4, was under-estimated This does not mean that any gas has been used since the heating season Based on previous years consumption history for relatively the same time frame, as the months may vary depending on the when the Company was able to obtain the actual read, the usage is in line and less than previous consumption From November – July 2016, Mcf of gas was usedFrom September – May 2015, the account billed Mcf of gas From November – May 2014, the account billed Mcf and from September – July 2013, the account billed Mcf of gas.Anytime the billings are estimated, customers are encouraged to check the reading of the meter and even call in the readings for more accurate billings Meter reading cards are available for customer's who are interested in providing their readings in the months that the billings are estimated Please contact the Customer Service Center at [redacted] for more information regarding providing a customer reading in the estimated months Please advise if further information is needed.Regards,Mountaineer Gas Corporate Office
MGC is governed by the Rules and Regulations of the [redacted] These rules are intended to define good operating practices, which can normally be expected, and are intended to ensure adequate service and to prevent unfair charges to the public, and to protect the utilities from unreasonable demands MGC stands firm in our response dated 9/11/17, advising that the customer shall furnish and lay the necessary pipe to make the connection from the property line abutting the utility's main, to the place of consumption, and shall keep the service line in good repair The customer is also responsible for the customers house piping, which is the piping and fittings that extend from the outside of the customer's foundation to the customers appliance Regards,MGC Corporate Office