Ohio Valley Gas Co

Business Response to a Complaint Complaint ID#: *** Company Name: Ohio Valley Gas Company Contact: *** *** Company Phone: ###-###-#### Company Email: *** Person Who Sent the Complaint: *** *** *** ***
Staff Member: Response: *** *** became a customer on 5/15/2013,I have attached all of our terms and agreements *** signed, and I have attached the new agreements that were mailed to all our customers in December of that voided the previous agreementIn the new agreement it states that the company no longer refunds for any propane in the tankWe received a voucher for $for galfrom West KY Allied, that is a government heat assistance, she received deliveries in January and February which I have attached the invoices and the voucherWhen *** called we explained all that to her and a far as not swapping out her tank she refused to pay for the labor and partsI do see where we had trouble delivering propane to her during the snow storm, we received about inches of snow at that time and our trucks were not delivering to anyone because the roads were so bad, But I do not know anything about WPSD news that she mentionedWe have tried to work with the customer by removing tank rent as a courtesy and I did tell her to try to use the propane in tank before we [picked it upSent on: 6/6/3:20:PM

Reviewing Mr***s account, I find that he gets a
delivery on a “will-call” basis, meaning customer calls into the office when he
wants gas delivered and is set up on a day billing cycle, meaning his bill
is mailed to him and due days from delivery posting On November 10,
we received a call to fill the gallon company owned tank, on November
14th, we delivered gallons, (which is full for a gallon
tank 80%) at $per gallon on stamped ticket number ***. He was
then mailed out an invoice for this delivery on November 15, for the
amount of $1,due December 15, invoice# ***
We did not hear back from Mr*** until January 22,
when customer called the office requesting another gas delivery. We told
him of his passed due balance of $1, (because of a $late fee that
was added automatically on January 15, 2015) from his delivery made in November
and that we had to have payment for his last delivery before we could make
another one. Mr*** stated that he will send his girlfriend into the
office to make a payment towards bill and also to set up payment
arrangements. He then advised that he smells propane next to tank and
inside the house “terribly” He was advised that we will send a service
tech to his house immediately, if we find a leak there will be no charge but if
there is no leak, there will be a $leak test charge Mr***
excepted and gave his telephone number for tech to reach him when he is on the
way
Our service tech was contacted and immediately at Mr
***s home, per our documentation from service tech that day, that Mr
*** signed, our tech performed a leak test in the presence of Mr***
and no leak was found. Customer was charged a $leak test fee,
invoice# ***
January 23rd, we contacted Mr*** again regarding
the payment plan his girlfriend come into the office to sign up for and the
payment she made. We informed Mr*** that we could only extend a
payment plan out for 4-months with the first payment due immediatelyFor his
balance, the monthly payment would need to be $each month. His
girlfriend had only made a payment of $and if he wanted to go along with
the payment plan, we needed to collect the difference of $and go ahead
and set them up. With the payment plan late fees do not generate but
without one the system automatically generates a $late fee per month,
adding to the bill. At that time, Mr*** advised us that his
girlfriend stated they plan to pay the bill in full with their taxes
We then received a check payment of $on Feb12,
2015. Then on Feb26, customer called our customer care line and
set up a payment plan with them. At that time customer agreed to a
month payment plan of $per month as the balance on the account was now
only $845.63. Customer made their initial payment of $over the
phone by credit card with the customer service repPlease see the agreement
put on account from the customer care rep, agreed by customer:
Balance $/ monthly payments =
$a month
$- Downpayment due 2-26-
$- 2nd month due 3-
$- 3rd month due 4-
$- 4th month due 5-
$- downpayment PAID
Auth Code:
Transaction Control Number ***
We did not hear back from customer nor have we received any
other payments from the customer since the agreement set up on Feb26,
2015. Until, I reached out to the customer on June 3, in an attempt
to reconcile the customers account, before winter hits again. I was
unable to reach customer and left him a message. I received a call back
from the customers girlfriend on June 26, 2015, regarding passed due invoice
and bills they are receiving by mail. I explained to her the reasoning’s
and that this has been on-going since November 2014, I explained to her that we
have not received the monthly agreed payments and the system removed them from
the agreed payment planShe asked why so many late fees, I tried explaining to
her that when you are not on any type of agreement plan or you break previous
agreements, our system adds late fees each month that it is behind- in the
amount of $each. She began becoming more upset and said she
will pay around $the first of July but not any late fees or anything
else and that we could come pick up our tank
This is all of the information, we have noted on Mr
***s account, I am not sure where the confusion on lost gas came in
at. Again, I do show a delivery of us filling the tank on November 14,
2014, with no contact from him until January 22, when he requested another
gas delivery. Once he was informed that we are cannot deliver any more
gas until payment for previous delivery was made, Mr*** then stated he
had a leakWe sent a service tech that same day, in the presence of Mr
***, to perform a leak test- we have signed paper work from Mr***
showing the leak test passed.
It is that time of year, for a customer to go through
gallons of gas from November to end of January.
We have all documentation, as far as the stamped gas
delivery ticket as well as the signed leak test, if needed
Thank you for your time, if there is anything else I can do
regarding this matter please let me know
*** ***
CSR-Super User
AmeriGas/Ohio Valley Gas
Fulton, KY - Plant #
270***

I
have read their statement and this is not trueNot once did we ask for more
gasWe continued to advise them we had a leak way before JanI do not have a
problem paying my balance of I have a problem that my bill is now
nowNow that I have contacted the Revdex.com my bill has gone up $They
are claiming late Fees
now