Natural Gas Company of Virginia, Inc.

Review: We contacted Natural Gas Company in May regarding the removal of our propane tank & discontinuation of their services. At that time, nobody informed us of the contract we had with them that was apparently signed as a part of our closing papers on our house in 2005. After no response, we called again & were informed of the contract & that we would have to pay to be released from the contract. We faxed a formal statement requesting release from our contract. They sent us a letter in early June informing us of the fee for early termination & removal of the propane tank. We mailed a check for the required amount on 6/23/16 & the envelope was postmarked for that same date. We received a copy of those documents back from them stamped "Received July 08 2016"...a full 15 days later! Further, the check we sent them did not clear our bank until 7/19/16. Today, on 7/25/16, I called the company to set up a time for removal of the tank & was told that they had up to 90 days from the day our check was received to remove the tank. I informed them that we have been dealing with this for months now & I need the tank removed in order to have a new tank installed in our desired location & to get their tank from its current location that is blocking us from completing the necessary work on our back deck. The lady I spoke with simply told me that she would pass the message on. I feel that we have given them more than ample time to come get their propane tank & they are provide shoddy customer service. Further, we should be getting a refund for the propane that remains in the tank; however, that seems unlikely given the level of customer service they have provided thus far.Desired Settlement: I would like for Natural Gas Company of VA, Inc to come pick up their propane tank before the middle of August so that we have enough time to complete our necessary work on our deck & have a new tank installed before cold weather begins. Further, I want a refund for the remaining propane that is left in the tank.

Business

Response:

Revdex.com spoke with a representative of the business. This consumer's tank was removed on July 28, 2016 and the business has begun the process of this refund. While this process takes about 30-60 days the business hopes this process will be completed by the end of this week.

Review: I rented a propane tank from Natural Gas Company of Virginia, which also does business by the name of Mr. Able Propane. For several years I did not use any of the gas but paid a $9.60 a month rental fee for the tank. Several months ago I went through their arduous process of canceling service. I was told by one of the managers that I would be receiving a refund for the full tank of gas that they picked up, but they would need to figure out exactly how much that would be since I was not canceling in the time frame that they allow. For the last couple of months I have called to find out the status of my refund and each time I am given a different reason why nobody can give me any information (somebody will call you back soon; I've left them your message several times; the person that handles that is on vacation, the person that handles that is out for their husband's surgery; there is a great deal of paperwork involved so I can't look in a computer to see what the answer is; etc.) I still have not received any refund nor even a call back from them.Desired Settlement: I would like to have a complete explanation of how much my refund is supposed to be and sent the check immediately.

Business

Response:

The explanation of Mr. [redacted]'s refund and refund check were mailed on Nov. 27, 2015.