Complaint: ***
I am rejecting this response because: The company is blatantly lyingI have never once been offered a leak check so their response to appear as if they have tried to assist in solving this issue is an absolute lie.When my husband called to discuss the bill we were told we could make small payments but would be continuously charged extra fees for doing soThat is not assisting in solving an issueThat is simply another way to cheat us out of money and overbill customers These responses are just another example of the negligence and absolute disregard for customers that has been shown over and over again but this companyI have never felt so disrespected and cheated The ability for a company to have a monopoly for a NEEDED resource in an area and that take complete advantage of that is disgusting and despicableUntil the company is able to actually resolve my billing issue with care (and real assistance) I don't accept this response
Regards,
*** ***
I am sorry the customer feels the way they do, there is no fraudulent activity going on.Again, if they would like to have us conduct a leak check, they can contact the office and schedule thisMr*** was offered a payment plan of paying half the amount due on the due date of 04-09-and remainder the following monthYes, all past due amounts over $do accrue a late fee each month, business policyThere are no other options at this point for paying the bill, we have verified the meter is correctAGAIN, if customer has video of meter reader not physically reading the meter, we need to view it for terminating the employee. If the bill goes unpaid, gas service will be disconnected on 04-25-if not paid
Please see attached emails and copies of billingThe customer made payments, the account reflected a credit which was correct at the timeThe payment was later returned for " No Account Found", which resulted in the payment taken away from the account, resulting in prior bill now owed,
which previously appeared to have been covered by creditThere was no error on our part, bills were correct at the time they were issuedCustomer is aware he has not overpaid on his account, so there was no creditWe have not threatened disconnect of services, I have offered to waive the late fee, as you will see from the attached email copiesCustomer owes $83.59, it has been broken down for him on each bill and he has not denied he owes the amountHe wants a new bill and we are unable to change bills issued in the pastAmount he owes is correct and carries forward on each bill until it is paidThe late fee will be waived for June only, after July 18th, late fee will be assessed
Complaint: [redacted]
I am rejecting this response because: charging a $20 late fee isn’t a payment plan. It’s taking advantage of people and pretending to offer solutions that aren’t viable. I will I’ll continue to reject the responses given by this joke of a company until action is taken for myself and everyone in my neighborhood being overrun by this negligence.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:The bill states that $-191.67 + $33.35 = $83.59. How is that not a billing error? That is a basic math error. And if the billing system takes an incomplete payment with no bank information and applies it to an account as a payment, causing all these problems, then that system is poorly designed and needs to be fixed or replaced. It was a while back, but if I remember correctly, I think the billing system crashed while I was in the process of making a payment, I hadn't entered all the information yet and had not hit the submit button yet. A properly designed billing system should not take something like that as a valid payment.I have also notified the office of the [redacted] of this, and plan to notify the Texas Rail Road Commission, and the Texas Consumer Complaint Center.
Regards,
[redacted]
The customers email requesting a call concerning disconnection was before he called the first time and before the email correspondence from myself, the manager. Texas Community Propane did not make an error in billing - the customer made two payments with two separate transaction numbers, one payment was returned - this is in no way a company error. The customer has acknowledged what amount he owes, this amount will be on the past due balance on the billing mailed on June 24th, as I have stated, he has until July 18th to pay the entire bill amount without a late fee. There is nothing more we can do for the customer, bills cannot be changed once they are generated.
I understand the customer, Mr./Mrs. [redacted]'s frustration with their high winter bills. This has been an extremely consistent cold winter, starting in November and increasing in lower temperatures thru February. There were two significant ice/snow events during these billing cycles. Our meter reader...
has always done a good job with reading meters, estimating is against Company Policy and he would be terminated if caught not physically reading the meters. Management periodically observes him and has never seen him not physically reading each meter. When meter readings are high, we send a different employee to obtain a re-read on the meter. Below are dates and meter readings obtained, twice we had the [redacted]'s meter re-read due to their high use. Meter readings were correct.11/10/17 to 12/11/17 meter read 2142Re Read on 12/20/17 meter read 215512/11/17 to 01/10/18 meter read 219501/10/18 to 02/09/18 meter read 2248Re Read on 02/23/18 meter read 2266 Meter use is increasing as it will with gas use during extreme cold temperatures. The current bill going out in April has shown a decrease in use, but is still high. We have offered a minimum amount for the customer to pay on the due date and will give a minimum amount each month until customer is caught up. We have offered a free leak check, but customer has not scheduled at this time. [redacted]'s may want to have an energy audit conducted to ensure all appliances are operating as they should and ensure home is energy efficient.Contrary to what the customer believes, there is no fraud by any employee of Texas Community Propane, Ltd. that we are aware of. Texas Railroad Commission regulates our industry and the [redacted]'s have complained to RRC and they have verified our pricing is correct and legal - no fraud has been committed. If the customer has a video of our employee NOT walking up and reading their meter, we request a copy and said employee would be terminated immediately. It would not alter their bill as the re reads prove consistency with original readings.I believe the customer should allow us to conduct the free leak check to ensure there are no leaks in their gas lines. If there were leaks, customer is still responsible for the billed gas, as it is their responsibility for the gas pipes run thru the home.The [redacted]'s can contact the office and we will schedule leak check as soon as possible.
Complaint: ***
I am rejecting this response because: The company is blatantly lyingI have never once been offered a leak check so their response to appear as if they have tried to assist in solving this issue is an absolute lie.When my husband called to discuss the bill we were told we could make small payments but would be continuously charged extra fees for doing soThat is not assisting in solving an issueThat is simply another way to cheat us out of money and overbill customers These responses are just another example of the negligence and absolute disregard for customers that has been shown over and over again but this companyI have never felt so disrespected and cheated The ability for a company to have a monopoly for a NEEDED resource in an area and that take complete advantage of that is disgusting and despicableUntil the company is able to actually resolve my billing issue with care (and real assistance) I don't accept this response
Regards,
*** ***
I am sorry the customer feels the way they do, there is no fraudulent activity going on.Again, if they would like to have us conduct a leak check, they can contact the office and schedule thisMr*** was offered a payment plan of paying half the amount due on the due date of 04-09-and remainder the following monthYes, all past due amounts over $do accrue a late fee each month, business policyThere are no other options at this point for paying the bill, we have verified the meter is correctAGAIN, if customer has video of meter reader not physically reading the meter, we need to view it for terminating the employee. If the bill goes unpaid, gas service will be disconnected on 04-25-if not paid
Please see attached emails and copies of billingThe customer made payments, the account reflected a credit which was correct at the timeThe payment was later returned for " No Account Found", which resulted in the payment taken away from the account, resulting in prior bill now owed,
which previously appeared to have been covered by creditThere was no error on our part, bills were correct at the time they were issuedCustomer is aware he has not overpaid on his account, so there was no creditWe have not threatened disconnect of services, I have offered to waive the late fee, as you will see from the attached email copiesCustomer owes $83.59, it has been broken down for him on each bill and he has not denied he owes the amountHe wants a new bill and we are unable to change bills issued in the pastAmount he owes is correct and carries forward on each bill until it is paidThe late fee will be waived for June only, after July 18th, late fee will be assessed
Complaint: [redacted]
I am rejecting this response because: charging a $20 late fee isn’t a payment plan. It’s taking advantage of people and pretending to offer solutions that aren’t viable. I will I’ll continue to reject the responses given by this joke of a company until action is taken for myself and everyone in my neighborhood being overrun by this negligence.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:The bill states that $-191.67 + $33.35 = $83.59. How is that not a billing error? That is a basic math error. And if the billing system takes an incomplete payment with no bank information and applies it to an account as a payment, causing all these problems, then that system is poorly designed and needs to be fixed or replaced. It was a while back, but if I remember correctly, I think the billing system crashed while I was in the process of making a payment, I hadn't entered all the information yet and had not hit the submit button yet. A properly designed billing system should not take something like that as a valid payment.I have also notified the office of the [redacted] of this, and plan to notify the Texas Rail Road Commission, and the Texas Consumer Complaint Center.
Regards,
[redacted]
The customers email requesting a call concerning disconnection was before he called the first time and before the email correspondence from myself, the manager. Texas Community Propane did not make an error in billing - the customer made two payments with two separate transaction numbers, one payment was returned - this is in no way a company error. The customer has acknowledged what amount he owes, this amount will be on the past due balance on the billing mailed on June 24th, as I have stated, he has until July 18th to pay the entire bill amount without a late fee. There is nothing more we can do for the customer, bills cannot be changed once they are generated.
I understand the customer, Mr./Mrs. [redacted]'s frustration with their high winter bills. This has been an extremely consistent cold winter, starting in November and increasing in lower temperatures thru February. There were two significant ice/snow events during these billing cycles. Our meter reader...
has always done a good job with reading meters, estimating is against Company Policy and he would be terminated if caught not physically reading the meters. Management periodically observes him and has never seen him not physically reading each meter. When meter readings are high, we send a different employee to obtain a re-read on the meter. Below are dates and meter readings obtained, twice we had the [redacted]'s meter re-read due to their high use. Meter readings were correct.11/10/17 to 12/11/17 meter read 2142Re Read on 12/20/17 meter read 215512/11/17 to 01/10/18 meter read 219501/10/18 to 02/09/18 meter read 2248Re Read on 02/23/18 meter read 2266 Meter use is increasing as it will with gas use during extreme cold temperatures. The current bill going out in April has shown a decrease in use, but is still high. We have offered a minimum amount for the customer to pay on the due date and will give a minimum amount each month until customer is caught up. We have offered a free leak check, but customer has not scheduled at this time. [redacted]'s may want to have an energy audit conducted to ensure all appliances are operating as they should and ensure home is energy efficient.Contrary to what the customer believes, there is no fraud by any employee of Texas Community Propane, Ltd. that we are aware of. Texas Railroad Commission regulates our industry and the [redacted]'s have complained to RRC and they have verified our pricing is correct and legal - no fraud has been committed. If the customer has a video of our employee NOT walking up and reading their meter, we request a copy and said employee would be terminated immediately. It would not alter their bill as the re reads prove consistency with original readings.I believe the customer should allow us to conduct the free leak check to ensure there are no leaks in their gas lines. If there were leaks, customer is still responsible for the billed gas, as it is their responsibility for the gas pipes run thru the home.The [redacted]'s can contact the office and we will schedule leak check as soon as possible.