The customer service policies of National Fuel are NOT customer friendly and only make it difficult to do business with them.
I called National Fuel Gas to end my gas service at my apartment as I was moving. I made an appointment to have the final meter reading done. They told me that "someone would be there between 7:30 am and 4:00pm". Seriously. They would not provide a better window of arrival but told me that they would call me when they were 20 minutes out. BUT if I did not answered their call, then they would not come!
I waited like a dog on the porch ALL DAY and no one showed up. When I called National Fuel on Monday I was told that they did call me and they did stop by but I was not at home! I never left the property and I had my phone with me the entire day. They never showed up.
I turned in my keys to the owner and now I can no longer access the premises. The meter is in the basement. I took a photo of the meter before I left and faxed it over to NF as I had done all months previous. However, NF told me that my photo is not adequate when ending services. That their policy is to do the reading themselves... Did I mention that they never showed up?
Now, the gas is still in my name, I no longer live at this address and NF will not accept my photo of the meter as a final reading. I told them to call the owner who lives out of town and make arrangements themselves.
Re: Complaint ID # [redacted] Our company records show the complainant contacted our company on November 22, requesting to establish service in his name Our company initially requested that the complainant pay a security deposit before the service could be turned on The complainant’s application for service was reviewed by a supervisor The supervisor determined that the complainant did not need to pay a security deposit in order to have the service turned on in his name Although the complainant was not required to pay a security deposit prior to the service being turned on, National Fuel reserves the right to require a security deposit from a commercial account should the customer fail to make payments on time The complainant requested that the service be established in his name as of November 25, and accepted responsibility for the account The initial bill for service was issued on January 3, Full payment for the initial bill was received on January 16, which was prior to the due date Subsequent monthly bills were issued on February 3, and March 4, These bills were sent to the same address as the January bill, but payment was never received for the February and March bills The account was finalized when a new party requested that service be established in their nameA final bill was issued for the complainant on March 21, Our records show on June 17, the complainant contacted our company regarding his unpaid final bill We offered to make a six month payment agreement with the complainant on his unpaid final bill The complainant said he would discuss this with his partners and call us back The complainant did not call back to make a payment agreement Company records show there was no request by the complainant to remove the service from his name and have it established in the corporation’s name Our company is still willing to offer the complainant a final bill agreement in which the complainant can pay the balance in six monthly installments
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 It not 100% satisfactory to me but they will not accept anything lessI still do not believe that it should all be on our shoulders to payThey made the mistake in the billing for months and they have not looked into why there were no notices left on the doorI asked to have the meter moved and they said it was at our expense and when I am back to work we will not be here for them to catch us and their resolution is to have us read the meter every other month, it is not our responsibility to read the meterAm not satisfied with result, they have told you that because I have no other choice with them and they are not willing to reduce the bill and accept that it is their faultAt $extra a month this will take forever for us to pay off Regards, [redacted] ***
We contacted and spoke with Mr [redacted] recent addition as POA to account for [redacted] We apologized for the inconvenience and discussed at length why the court notice was sent to [redacted] Currently the account has been removed from collection activity, payments were made in the office and the customer is on the budget plan with a budget credit, however still has a balance on the account of over $ We have reinstated Ms [redacted] payment agreement and have coded the account as EBD (which will give special protections as the customer of record id [redacted] years old and lives alone) We reminded Mr [redacted] that [redacted] will open on November 15, and Ms [redacted] is eligible and will receive the automatic [redacted] of approximately $ One the basic is applied, if the account is still in arrears, she can apply for the Emergency benefit We also addressed his concerns with the way he was treated when he called the office We assured him that the manager has been forwarded all of the information to listen to the call and provide more coaching for the representative Mr [redacted] was given a name and number to contact if he had any more questions or concerns He was satisfied
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 Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]
We spoke with [redacted] on 3/2/regarding her account We explained the payment agreements and noted that she had not had an actual reading on her account We asked her to read the meter and were able to adjust her account crediting her balance by $which took her out of the current collection cycle This reduced her balance to $ [redacted] has a $HEAP emergency grant pending We discussued our Low Income Customer Affordability Program and advised her we would send her out an application to determine eligibility She should fill it out immediately and return it to the office She had been on LICAAP in but if qualified would be eligible She was given a name and a number to contact if she has any further questions
Greetings, Below is a copy of the information sent to Mr [redacted] In addition to the letter a list of suppliers was sent Please advise if you need additional information Thank you, [redacted] National Fuel Date: March 20, Dear Mr [redacted] , Thank you for alerting us to your concern regarding the contact you had with our company on 3/11/ I assure you, safety is our first priorityA review of your account was completed and below are the results of this review Our records indicate on 3/11/you contacted our Customer Response Center and stated your carbon monoxide detector was going off The representative asked if you were experiencing any symptoms of carbon monoxide such as fatigue, dizziness or nausea You responded you did not have symptoms, and she advised to contact a qualified contactor You stated that this was a new detector, that your previous detectors also had gone off and when National Fuel came out in the past, no issues were found When National Fuel receives a call due to a carbon monoxide detector alarm going off, our standard practice is to ask whether there are any symptoms of carbon monoxide poisoning When there are carbon monoxide symptoms our representative conferences the call with the appropriate 9-1-emergency response center National Fuel, along with 9-1-emergency responders, are dispatched to the premise Our service personnel are not trained nor do they have the parts/equipment to remedy a piece of equipment emitting high levels of carbon monoxideSo when carbon monoxide is detected National Fuel shuts off the meter to make the situation safe, and advises the customer to contact a qualified contractor Because you stated there were no symptoms, you were appropriately advised to contact a qualified contractor After providing this advice, if a customer is still concerned about the possibility of a carbon monoxide, we train our representatives to encourage the caller to contact 9-1- I apologize the representative failed to follow this protocol, and assure you this has been addressed with her You stated in your complaint that National Fuel has come out in the past when you reported your carbon monoxide detector alarm going off In June National Fuel responded to two separate reports of gas leaks at your home In both calls it was stated there was a combination gas alarm and carbon monoxide detector, and the leak detector alarm was going off National Fuel responds to all reports of gas leaks, so in both cases emergency orders were taken and dispatched If leaks are found on National Fuel's side of the meter we will make the repairs However when leaks found on the houseline repairs are the responsibility of the customer, and the gas service is shut off to make the situation safe There is a difference in procedures between a report of a gas leak versus a report of a carbon monoxide situation Both procedures are in accordance with the regulations set by the New York State [redacted] , along with the "best practices" established by a compilation of New York State utilities In response to your request for information on other service providers there is a current list of suppliers attached You may also visit our website at [redacted] .com to view a list of providers in your area You state that you had a qualified contractor identify and correct the unsafe conditions at your home I know that it can be unsettling to know you had these dangerous situations, and encourage to continue to call National Fuel if you are experiencing symptoms of carbon monoxide, or you notice a smell of natural gas Call these emergency situations to ###-###-####, hours a day, days a year If you have any additional questions regarding this concern, please contact us at ###-###-#### Cc: Revdex.com Sincerely, [redacted] Manager, National Fuel
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. Regards, [redacted] ***
National Fuel has advised Ms [redacted] that a contractor was sent to complete the job of moving the gaslines on her property Any damage that was allegedly done by the contractor would be their responsibility After contacting our RISK department, Mr [redacted] did go out and take pictures and it has been determined that both NFG and the contractor the damage she is questioning was not caused by the work completed at the premises NFG Operations was advised by Mr [redacted] to call Ms [redacted] and advise that the contractor would be calling her As we understand it, Ms [redacted] would not take the call from the contractor It has been determined that the siding was not a result of the work that was done on her property and therefore no reimbursement would be allowed
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I appreciate the company offering myself a "personal" payment planAlthough, I did call them and reject this "personal" payment plan as they failed to mention in their responseAs a consumer, I do not want to be setup on a payment plan for a payment I am not personally responsible for and the corporation isWhen I rejected the payment plan and notified the company of so, I also asked them to take the outstanding amount that they transferred off of my other commercial account [redacted] ***National Fuel transferred the outstanding balance from the property in question to my business at [redacted] and threatened if I did not pay it, they would shut off service at my business (never mentioning they would place the delinquent amount against my personal credit)I explained to them they could not do this and I would bring a law suit against them for the loss of revenue if they shut of service at my business while we would not be in operationThey agreed to transfer the outstanding balance back of off my commercial account at [redacted] ***Although since National Fuel set a precedent that " [redacted] " was not responsible as a sole individual for this outstanding bill by removing it from my business account, it is unethical to then post the delinquent amount against my personal credit! If they feel they are entitled to an outstanding bill from an LLC they must bring action against [redacted] that owned the service and utilized the service while they owned the buildingThere was no tenant in the building and to hold an officer of the limited liability corporation personally responsible in an attempt to pierce the corporate veil without proper court order is unjustifiableJust because I setup the account for the LLC I never agreed to be personally responsible for any bills invoicedIf this is not removed from my personal credit I reserve the right to take action in court against National Fuel and recover all damages incurred by their negligenceMy attorney has been CC'd on this matter Regards, [redacted]
We have reviewed *** concerns regarding National Fuel not being able to gain access to the meter to lock it in her name. We attempted once more to gain access with no success. We called the landlord, *** *** *** however he did not call us back. Based on the information
that *** provided and due to the fact we did have actual readings on the account, we prorated the final bill and took it our of her name on the date she requested. A final billing was mailed to her showing a $credit. We were also unable to leave her a phone message as she does not have an answering machine on the number given
On April 16, at approximately 3:pm National Fuel's serviceperson arrived at the complainant's residence to either collect the $of the complainant's past due bill or terminate the service for nonpayment
The complainant's sister greeted National Fel's serviceperson at the door.
She stated that her brother was not home and she asked if the servviceperson could come back later to collect the required payment. The sister explained that her brother had a check from his employer to pay the termination notice amount, but needed some time to get home to pay the field service representative. Our serviceperson agreed to give the complainant's sister some additional time. He explained to her that he had a couple more orders to work in the area and that he would return around 4:
The serviceperson returned to the complainant's home at approximately pm and knocked on the door multiple times. After receiving no answer, the serviceperson returned to his vehicle for a minute or two. The serviceperson then exited his vehicle and proceeded to turn off the gas. The gas meter was shut off at approximately 4:06pm
As he was returning to his vehicle, Mr*** emerged from the residence holding a check. Our serviceperson informated him that the gas was shut off and according to company procedures he was unable to restore the customer's service. He instructed Mr*** to contact National Fuel's customer servie department in order to determine the payment that he needed to make before the service could be restored to his residence
Mr*** contacted National Fuel's customer service department, the representative reviewed the income and expenses for the household. The representative explained that Mr*** needed to pay $plus a $reconnection fee before the service could be restored. Mr*** stated he would be in the office on April 17th, to pay the restoration amount
On April 17,2015, Mr*** came to National Fuel's Customer Assistance Center. The customer service representatiave explained again that he needed to pay $on his past due bill plus pay a $reconnection fee to have the service restored. The representative further explained that once the reconnection payment is made the customer would be reenrolled in National Fuel's LIRA program, which would enable him to continue to receive a discount on his monthly bills and receive debt forgiveness on his outstanding balance. Mr*** left the office without making the required reconnection payment
Our current records as of 4/28/show Mr*** has still not made the payment to restore his service
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 However, I want to note that my cell phone certainly DOES have a voicemail box and national fuel did not leave me any messages but they COULD have, and I never received a credit of $from the company
Regards,
*** ***
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. It not 100% satisfactory to me but they will not accept anything less. I still do not believe that it should all be on our shoulders to pay. They made the mistake in the billing for 13 months and they have not looked into why there were no notices left on the door. I asked to have the meter moved and they said it was at our expense and when I am back to work we will not be here for them to catch us and their resolution is to have us read the meter every other month, it is not our responsibility to read the meter. Am not satisfied with result, they have told you that because I have no other choice with them and they are not willing to reduce the bill and accept that it is their fault. At $10 extra a month this will take forever for us to pay off.
Regards,
[redacted]
Revdex.comComplaint ID [redacted]On August 11, 2015, our company mailed a termination notice to the customer. The termination notice provided the amount that the customer needed to pay by August 21, 2015 in order to stop the collection shut off order. On August 14, 2015 at...
3:24pm and August 17, 2015 at 5:49pm, our company attempted to reach the customer regarding the termination notice. A message was left on the customer’s voice mail to return our call.On August 27, 2015 at 2:31pm, the customer’s gas was shut off for nonpayment.On August 27, 2015 at 5:39pm, the customer contacted our office regarding the gas service being terminated. Our representative reviewed the customer’s account and informed the customer how much they need to pay in order to have their service restored.On August 28, 2015, the customer contacted our office to report the payment was made to have their gas service restored. The representative confirmed that the payment was made and scheduled an order to restore the customer’s service on Saturday, August 29, 2015.On August 29, 2015, the service person attempted to restore service, but found the houseline had a leak and the service person was unable to isolate the leak. For safety purposes, the gas service was not turned on. The service person left a written Receipt of Advice regarding this and explained to the customer that once the leak was repaired to contact the company to have their gas service turned back on. The service person explained to the customer that if he was able to repair the leak today, the service person could come back tomorrow, Sunday, as he is scheduled to works weekends.On August 31, 2015 at 8:59am, the customer called our company to state the repairs have been made. Our representative dispatched a service order to turn on the customer’s gas service. On August 31, 2015 at 9:21, our service person attempted to call the residence. The customer did not answer the phone but our service person left the customer a message to call back. At 9:40am, the service person arrived at the residence but was unable to gain access to turn on the customer’s gas service.On August 31, 2015 at 1:19pm the customer called the office regarding the service order to turn on the gas service. The representative explained that the company attempted to turn the gas on in the morning. Our representative rescheduled the turn on order for September 1, 2015.On September 1, 2015 at 11:21am, our service person confirmed the customer’s houseline leaks were repaired and he restored the customer’s gas service.
I made contact with this customer [redacted] on 8/19 in regards to the Revdex.com complaint that was received on 8/13. I spoke with her and addressed her concerns regarding the collections activity on the account. I explained to her there was an error made on our part when she previously called the office on 7/10. The representative she spoke to on that date advised her she could pay the defaulted amount on her minimum payment arrangement ($194.77) before 8/6 (termination date on shut off notice). The account was billing that same day on 7/10, so to stop collections the customer needed to pay $194.77 defaulted amount + $40.86 current amnt = $235.63. The customer made a payment of $198 that posted to the account on 7/13 but this payment did not end the collections as she was told it would.
The gas service was restored on 8/13 at 2:24pm. I let her know that the reconnection fee will be waived and the minimum payment arrangement has been reinstated. I apologized for any confusion & inconvenience this may have caused. I advised her she can disregard any denial letters she may have received previously as the service has already been reconnected. She indicated she did not have any additional concerns and was ok with the explanation I provided.
NFG spoke to [redacted] on 7/13/15 regarding his issue on the automatic withdrawal of $12.99 from his checking account. We explained to him what happened and what
caused the second payment of $12.99 on his checking account. Mr. [redacted] stated that he was aware that he had been...
making
double payments on the account since 11/2014 when he first started in NFG's direct pay program. Mr. [redacted] would make a payment by check and then his checking would automatically be debited for the amount indicated on the bill statement on the bill due date. Each bill statement indicated that NFG would automatically deduct the charges from his checking account on the bill due date. Mr. [redacted] did not know the final bill would
still be processed by direct pay just like the other monthly bills. The final bill did state in
the upper corner "we will automatically deduct $12.99 from your checking
account on June 19th, 2015". Mr. [redacted] would have had to notify us before the June 19th if he did not wish for the amount to be automatically deducted from his checking account.NFG reversed the returned
check fees ($13) that we assessed on his NFG account on 6/30/15. Mr. [redacted] was advised that NFG is not responsible for his bank overdraft fees.Mr. [redacted] is still displeased that this
happened (because of his bank fees) however he understands what caused this to happen.
First, we would like to apologize to Mr. [redacted] for the amount of time it has taken to repair the damage to his property. We have been in contact with the contractor, that was working for National Fuel, who caused the damage and the insurance company who is processing the damage claim. The...
Property Adjuster from Erie Insurance spoke to Mr. [redacted] this afternoon (8/10/16) and informed him to get a repair estimate. We spoke to Mr. [redacted] shortly after this call and Mr. [redacted] was unsure of that type of contractor to call. We reached out to our DuBois Service Center to get a list of some contractors who do this type of work and provided the information to Mr. [redacted]. We provided Mr. [redacted] with a contact person at National Fuel that he can call directly if he has any additional questions or problems regarding this matter. Sincerely, National Fuel
A thorough review of Mr. [redacted] account showed:
7/2/2015 Termination notice issued - $113.82 proposed termination date 7/20/2015
7/16/2015 - Telephone Mr. [redacted] residence left message on answering maching of proposed termination
7/23/2015 Term locked meter with personal...
contact
Mr. [redacted] contacted the office and advised he made the payment to have the service restored. He was advised at that time the service would be restored within 24 hours and he would be charged a reconnection fee. He immediately requested to speak to a supervisor and hung up before the supervisor came to the phone. He called back several times and was extremely vulgar to our reps and supervisors and wanted the gas on now and the fee waived.
We received the Revdex.com complaint and our QA representative contacted Mr. [redacted]. He was extremely irate from the start and began yelling using vulgar language. Mr. [redacted] also threated our representative and made threats referencing our company. Mr. [redacted] called our rep repeatedfly leaving irate messages. Our representative referred this to our Security department. At that time the [redacted] police were contacted and the police met our service tech at Mr. [redacted]'s home [redacted], [redacted], [redacted] to restore the service on 7/24/2015.
There was no error in the termination of service for Mr. [redacted] and National Fuel will not waive the reconnection fee.
I called National Fuel Gas to end my gas service at my apartment as I was moving. I made an appointment to have the final meter reading done. They told me that "someone would be there between 7:30 am and 4:00pm". Seriously. They would not provide a better window of arrival but told me that they would call me when they were 20 minutes out. BUT if I did not answered their call, then they would not come!
I waited like a dog on the porch ALL DAY and no one showed up. When I called National Fuel on Monday I was told that they did call me and they did stop by but I was not at home! I never left the property and I had my phone with me the entire day. They never showed up.
I turned in my keys to the owner and now I can no longer access the premises. The meter is in the basement. I took a photo of the meter before I left and faxed it over to NF as I had done all months previous. However, NF told me that my photo is not adequate when ending services. That their policy is to do the reading themselves... Did I mention that they never showed up?
Now, the gas is still in my name, I no longer live at this address and NF will not accept my photo of the meter as a final reading. I told them to call the owner who lives out of town and make arrangements themselves.
Re: Complaint ID # [redacted] Our company records show the complainant contacted our company on November 22, requesting to establish service in his name Our company initially requested that the complainant pay a security deposit before the service could be turned on The complainant’s application for service was reviewed by a supervisor The supervisor determined that the complainant did not need to pay a security deposit in order to have the service turned on in his name Although the complainant was not required to pay a security deposit prior to the service being turned on, National Fuel reserves the right to require a security deposit from a commercial account should the customer fail to make payments on time The complainant requested that the service be established in his name as of November 25, and accepted responsibility for the account The initial bill for service was issued on January 3, Full payment for the initial bill was received on January 16, which was prior to the due date Subsequent monthly bills were issued on February 3, and March 4, These bills were sent to the same address as the January bill, but payment was never received for the February and March bills The account was finalized when a new party requested that service be established in their nameA final bill was issued for the complainant on March 21, Our records show on June 17, the complainant contacted our company regarding his unpaid final bill We offered to make a six month payment agreement with the complainant on his unpaid final bill The complainant said he would discuss this with his partners and call us back The complainant did not call back to make a payment agreement Company records show there was no request by the complainant to remove the service from his name and have it established in the corporation’s name Our company is still willing to offer the complainant a final bill agreement in which the complainant can pay the balance in six monthly installments
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 It not 100% satisfactory to me but they will not accept anything lessI still do not believe that it should all be on our shoulders to payThey made the mistake in the billing for months and they have not looked into why there were no notices left on the doorI asked to have the meter moved and they said it was at our expense and when I am back to work we will not be here for them to catch us and their resolution is to have us read the meter every other month, it is not our responsibility to read the meterAm not satisfied with result, they have told you that because I have no other choice with them and they are not willing to reduce the bill and accept that it is their faultAt $extra a month this will take forever for us to pay off Regards, [redacted] ***
We contacted and spoke with Mr [redacted] recent addition as POA to account for [redacted] We apologized for the inconvenience and discussed at length why the court notice was sent to [redacted] Currently the account has been removed from collection activity, payments were made in the office and the customer is on the budget plan with a budget credit, however still has a balance on the account of over $ We have reinstated Ms [redacted] payment agreement and have coded the account as EBD (which will give special protections as the customer of record id [redacted] years old and lives alone) We reminded Mr [redacted] that [redacted] will open on November 15, and Ms [redacted] is eligible and will receive the automatic [redacted] of approximately $ One the basic is applied, if the account is still in arrears, she can apply for the Emergency benefit We also addressed his concerns with the way he was treated when he called the office We assured him that the manager has been forwarded all of the information to listen to the call and provide more coaching for the representative Mr [redacted] was given a name and number to contact if he had any more questions or concerns He was satisfied
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 Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]
We spoke with [redacted] on 3/2/regarding her account We explained the payment agreements and noted that she had not had an actual reading on her account We asked her to read the meter and were able to adjust her account crediting her balance by $which took her out of the current collection cycle This reduced her balance to $ [redacted] has a $HEAP emergency grant pending We discussued our Low Income Customer Affordability Program and advised her we would send her out an application to determine eligibility She should fill it out immediately and return it to the office She had been on LICAAP in but if qualified would be eligible She was given a name and a number to contact if she has any further questions
Greetings, Below is a copy of the information sent to Mr [redacted] In addition to the letter a list of suppliers was sent Please advise if you need additional information Thank you, [redacted] National Fuel Date: March 20, Dear Mr [redacted] , Thank you for alerting us to your concern regarding the contact you had with our company on 3/11/ I assure you, safety is our first priorityA review of your account was completed and below are the results of this review Our records indicate on 3/11/you contacted our Customer Response Center and stated your carbon monoxide detector was going off The representative asked if you were experiencing any symptoms of carbon monoxide such as fatigue, dizziness or nausea You responded you did not have symptoms, and she advised to contact a qualified contactor You stated that this was a new detector, that your previous detectors also had gone off and when National Fuel came out in the past, no issues were found When National Fuel receives a call due to a carbon monoxide detector alarm going off, our standard practice is to ask whether there are any symptoms of carbon monoxide poisoning When there are carbon monoxide symptoms our representative conferences the call with the appropriate 9-1-emergency response center National Fuel, along with 9-1-emergency responders, are dispatched to the premise Our service personnel are not trained nor do they have the parts/equipment to remedy a piece of equipment emitting high levels of carbon monoxideSo when carbon monoxide is detected National Fuel shuts off the meter to make the situation safe, and advises the customer to contact a qualified contractor Because you stated there were no symptoms, you were appropriately advised to contact a qualified contractor After providing this advice, if a customer is still concerned about the possibility of a carbon monoxide, we train our representatives to encourage the caller to contact 9-1- I apologize the representative failed to follow this protocol, and assure you this has been addressed with her You stated in your complaint that National Fuel has come out in the past when you reported your carbon monoxide detector alarm going off In June National Fuel responded to two separate reports of gas leaks at your home In both calls it was stated there was a combination gas alarm and carbon monoxide detector, and the leak detector alarm was going off National Fuel responds to all reports of gas leaks, so in both cases emergency orders were taken and dispatched If leaks are found on National Fuel's side of the meter we will make the repairs However when leaks found on the houseline repairs are the responsibility of the customer, and the gas service is shut off to make the situation safe There is a difference in procedures between a report of a gas leak versus a report of a carbon monoxide situation Both procedures are in accordance with the regulations set by the New York State [redacted] , along with the "best practices" established by a compilation of New York State utilities In response to your request for information on other service providers there is a current list of suppliers attached You may also visit our website at [redacted] .com to view a list of providers in your area You state that you had a qualified contractor identify and correct the unsafe conditions at your home I know that it can be unsettling to know you had these dangerous situations, and encourage to continue to call National Fuel if you are experiencing symptoms of carbon monoxide, or you notice a smell of natural gas Call these emergency situations to ###-###-####, hours a day, days a year If you have any additional questions regarding this concern, please contact us at ###-###-#### Cc: Revdex.com Sincerely, [redacted] Manager, National Fuel
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. Regards, [redacted] ***
National Fuel has advised Ms [redacted] that a contractor was sent to complete the job of moving the gaslines on her property Any damage that was allegedly done by the contractor would be their responsibility After contacting our RISK department, Mr [redacted] did go out and take pictures and it has been determined that both NFG and the contractor the damage she is questioning was not caused by the work completed at the premises NFG Operations was advised by Mr [redacted] to call Ms [redacted] and advise that the contractor would be calling her As we understand it, Ms [redacted] would not take the call from the contractor It has been determined that the siding was not a result of the work that was done on her property and therefore no reimbursement would be allowed
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I appreciate the company offering myself a "personal" payment planAlthough, I did call them and reject this "personal" payment plan as they failed to mention in their responseAs a consumer, I do not want to be setup on a payment plan for a payment I am not personally responsible for and the corporation isWhen I rejected the payment plan and notified the company of so, I also asked them to take the outstanding amount that they transferred off of my other commercial account [redacted] ***National Fuel transferred the outstanding balance from the property in question to my business at [redacted] and threatened if I did not pay it, they would shut off service at my business (never mentioning they would place the delinquent amount against my personal credit)I explained to them they could not do this and I would bring a law suit against them for the loss of revenue if they shut of service at my business while we would not be in operationThey agreed to transfer the outstanding balance back of off my commercial account at [redacted] ***Although since National Fuel set a precedent that " [redacted] " was not responsible as a sole individual for this outstanding bill by removing it from my business account, it is unethical to then post the delinquent amount against my personal credit! If they feel they are entitled to an outstanding bill from an LLC they must bring action against [redacted] that owned the service and utilized the service while they owned the buildingThere was no tenant in the building and to hold an officer of the limited liability corporation personally responsible in an attempt to pierce the corporate veil without proper court order is unjustifiableJust because I setup the account for the LLC I never agreed to be personally responsible for any bills invoicedIf this is not removed from my personal credit I reserve the right to take action in court against National Fuel and recover all damages incurred by their negligenceMy attorney has been CC'd on this matter Regards, [redacted]
We have reviewed *** concerns regarding National Fuel not being able to gain access to the meter to lock it in her name. We attempted once more to gain access with no success. We called the landlord, *** *** *** however he did not call us back. Based on the information
that *** provided and due to the fact we did have actual readings on the account, we prorated the final bill and took it our of her name on the date she requested. A final billing was mailed to her showing a $credit. We were also unable to leave her a phone message as she does not have an answering machine on the number given
On April 16, at approximately 3:pm National Fuel's serviceperson arrived at the complainant's residence to either collect the $of the complainant's past due bill or terminate the service for nonpayment
The complainant's sister greeted National Fel's serviceperson at the door.
She stated that her brother was not home and she asked if the servviceperson could come back later to collect the required payment. The sister explained that her brother had a check from his employer to pay the termination notice amount, but needed some time to get home to pay the field service representative. Our serviceperson agreed to give the complainant's sister some additional time. He explained to her that he had a couple more orders to work in the area and that he would return around 4:
The serviceperson returned to the complainant's home at approximately pm and knocked on the door multiple times. After receiving no answer, the serviceperson returned to his vehicle for a minute or two. The serviceperson then exited his vehicle and proceeded to turn off the gas. The gas meter was shut off at approximately 4:06pm
As he was returning to his vehicle, Mr*** emerged from the residence holding a check. Our serviceperson informated him that the gas was shut off and according to company procedures he was unable to restore the customer's service. He instructed Mr*** to contact National Fuel's customer servie department in order to determine the payment that he needed to make before the service could be restored to his residence
Mr*** contacted National Fuel's customer service department, the representative reviewed the income and expenses for the household. The representative explained that Mr*** needed to pay $plus a $reconnection fee before the service could be restored. Mr*** stated he would be in the office on April 17th, to pay the restoration amount
On April 17,2015, Mr*** came to National Fuel's Customer Assistance Center. The customer service representatiave explained again that he needed to pay $on his past due bill plus pay a $reconnection fee to have the service restored. The representative further explained that once the reconnection payment is made the customer would be reenrolled in National Fuel's LIRA program, which would enable him to continue to receive a discount on his monthly bills and receive debt forgiveness on his outstanding balance. Mr*** left the office without making the required reconnection payment
Our current records as of 4/28/show Mr*** has still not made the payment to restore his service
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 However, I want to note that my cell phone certainly DOES have a voicemail box and national fuel did not leave me any messages but they COULD have, and I never received a credit of $from the company
Regards,
*** ***
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. It not 100% satisfactory to me but they will not accept anything less. I still do not believe that it should all be on our shoulders to pay. They made the mistake in the billing for 13 months and they have not looked into why there were no notices left on the door. I asked to have the meter moved and they said it was at our expense and when I am back to work we will not be here for them to catch us and their resolution is to have us read the meter every other month, it is not our responsibility to read the meter. Am not satisfied with result, they have told you that because I have no other choice with them and they are not willing to reduce the bill and accept that it is their fault. At $10 extra a month this will take forever for us to pay off.
Regards,
[redacted]
Revdex.comComplaint ID [redacted]On August 11, 2015, our company mailed a termination notice to the customer. The termination notice provided the amount that the customer needed to pay by August 21, 2015 in order to stop the collection shut off order. On August 14, 2015 at...
3:24pm and August 17, 2015 at 5:49pm, our company attempted to reach the customer regarding the termination notice. A message was left on the customer’s voice mail to return our call.On August 27, 2015 at 2:31pm, the customer’s gas was shut off for nonpayment.On August 27, 2015 at 5:39pm, the customer contacted our office regarding the gas service being terminated. Our representative reviewed the customer’s account and informed the customer how much they need to pay in order to have their service restored.On August 28, 2015, the customer contacted our office to report the payment was made to have their gas service restored. The representative confirmed that the payment was made and scheduled an order to restore the customer’s service on Saturday, August 29, 2015.On August 29, 2015, the service person attempted to restore service, but found the houseline had a leak and the service person was unable to isolate the leak. For safety purposes, the gas service was not turned on. The service person left a written Receipt of Advice regarding this and explained to the customer that once the leak was repaired to contact the company to have their gas service turned back on. The service person explained to the customer that if he was able to repair the leak today, the service person could come back tomorrow, Sunday, as he is scheduled to works weekends.On August 31, 2015 at 8:59am, the customer called our company to state the repairs have been made. Our representative dispatched a service order to turn on the customer’s gas service. On August 31, 2015 at 9:21, our service person attempted to call the residence. The customer did not answer the phone but our service person left the customer a message to call back. At 9:40am, the service person arrived at the residence but was unable to gain access to turn on the customer’s gas service.On August 31, 2015 at 1:19pm the customer called the office regarding the service order to turn on the gas service. The representative explained that the company attempted to turn the gas on in the morning. Our representative rescheduled the turn on order for September 1, 2015.On September 1, 2015 at 11:21am, our service person confirmed the customer’s houseline leaks were repaired and he restored the customer’s gas service.
Customer name:
RBA: [redacted]
I made contact with this customer [redacted] on 8/19 in regards to the Revdex.com complaint that was received on 8/13. I spoke with her and addressed her concerns regarding the collections activity on the account. I explained to her there was an error made on our part when she previously called the office on 7/10. The representative she spoke to on that date advised her she could pay the defaulted amount on her minimum payment arrangement ($194.77) before 8/6 (termination date on shut off notice). The account was billing that same day on 7/10, so to stop collections the customer needed to pay $194.77 defaulted amount + $40.86 current amnt = $235.63. The customer made a payment of $198 that posted to the account on 7/13 but this payment did not end the collections as she was told it would.
The gas service was restored on 8/13 at 2:24pm. I let her know that the reconnection fee will be waived and the minimum payment arrangement has been reinstated. I apologized for any confusion & inconvenience this may have caused. I advised her she can disregard any denial letters she may have received previously as the service has already been reconnected. She indicated she did not have any additional concerns and was ok with the explanation I provided.
NFG spoke to [redacted] on 7/13/15 regarding his issue on the automatic withdrawal of $12.99 from his checking account. We explained to him what happened and what
caused the second payment of $12.99 on his checking account. Mr. [redacted] stated that he was aware that he had been...
making
double payments on the account since 11/2014 when he first started in NFG's direct pay program. Mr. [redacted] would make a payment by check and then his checking would automatically be debited for the amount indicated on the bill statement on the bill due date. Each bill statement indicated that NFG would automatically deduct the charges from his checking account on the bill due date. Mr. [redacted] did not know the final bill would
still be processed by direct pay just like the other monthly bills. The final bill did state in
the upper corner "we will automatically deduct $12.99 from your checking
account on June 19th, 2015". Mr. [redacted] would have had to notify us before the June 19th if he did not wish for the amount to be automatically deducted from his checking account.NFG reversed the returned
check fees ($13) that we assessed on his NFG account on 6/30/15. Mr. [redacted] was advised that NFG is not responsible for his bank overdraft fees.Mr. [redacted] is still displeased that this
happened (because of his bank fees) however he understands what caused this to happen.
First, we would like to apologize to Mr. [redacted] for the amount of time it has taken to repair the damage to his property. We have been in contact with the contractor, that was working for National Fuel, who caused the damage and the insurance company who is processing the damage claim. The...
Property Adjuster from Erie Insurance spoke to Mr. [redacted] this afternoon (8/10/16) and informed him to get a repair estimate. We spoke to Mr. [redacted] shortly after this call and Mr. [redacted] was unsure of that type of contractor to call. We reached out to our DuBois Service Center to get a list of some contractors who do this type of work and provided the information to Mr. [redacted]. We provided Mr. [redacted] with a contact person at National Fuel that he can call directly if he has any additional questions or problems regarding this matter. Sincerely, National Fuel
A thorough review of Mr. [redacted] account showed:
7/2/2015 Termination notice issued - $113.82 proposed termination date 7/20/2015
7/16/2015 - Telephone Mr. [redacted] residence left message on answering maching of proposed termination
7/23/2015 Term locked meter with personal...
contact
Mr. [redacted] contacted the office and advised he made the payment to have the service restored. He was advised at that time the service would be restored within 24 hours and he would be charged a reconnection fee. He immediately requested to speak to a supervisor and hung up before the supervisor came to the phone. He called back several times and was extremely vulgar to our reps and supervisors and wanted the gas on now and the fee waived.
We received the Revdex.com complaint and our QA representative contacted Mr. [redacted]. He was extremely irate from the start and began yelling using vulgar language. Mr. [redacted] also threated our representative and made threats referencing our company. Mr. [redacted] called our rep repeatedfly leaving irate messages. Our representative referred this to our Security department. At that time the [redacted] police were contacted and the police met our service tech at Mr. [redacted]'s home [redacted], [redacted], [redacted] to restore the service on 7/24/2015.
There was no error in the termination of service for Mr. [redacted] and National Fuel will not waive the reconnection fee.