Peoples Natural Gas

Review: I recently called to have gas on a new home purchase turned on. After realizing that the previous owners had the gas turned off earlier than previously agreed upon we acted quickly to try and get a same day turn on as temperatures at the time were cold enough to freeze pipes and we have a gas furnace.

I was told that in no way could a same day turn on be accommodated. Immediately this led to my frustration. After trying to plead and reason with the individual on the phone I was told that "it was not his problem". I was further disappointed when he told me in no way could I use another company since they owned the line. Dissatisfied with the individuals language and genuine disconcern, I requested to speak with a manager, and was then told he could have one contact me within 24-48 hours. Further showing a lack of care towards customers.

I am wondering what my options were then, since my hands were tied. We did have a pipe break altho it was minor, and that was after we purchased several all electric heaters to keep in our basement and sink cabinets. To further my rage, there was a People's gas service man accross the street as the issue was happening.

This was an outrageous experience, and if anyone does have a choice I would strongly urge them to NOT use People's... which is an ironic name for this company.Desired Settlement: I believe it is the businesses responsibility to work on their customer service tactics and techniques. Additionally an option for emergency turn on should be in place even if it entails a fee. I find it hard to believe a company will shut your gas off same day should they choose, but are unable to turn the gas on.

I have worked in customer service / related services for over 6 years and would never have handled a situation the way mine was handled, and have NEVER refused a customers request to speak with a manager.

Business

Response:

Thank you for taking the time to contact Peoples Natural Gas and providing us with the opportunity to review Mr. [redacted]'s concerns regarding his account.Review of the account shows that the previous customer contacted Peoples Natural Gas on 1/2/2015, and scheduled gas service located at [redacted] to be turned-off on 1/7/2015, at which time she was advised to winterize the property. Per the previous rate payer's request gas service at the address was turned off on 1/7/2015.On 1/8/2015, Mr. [redacted] contacted the company to schedule the gas to be turned-on. Gas service was scheduled to be turned-on the next business day, January 9th. Mr. [redacted] advised he was satisfied at the conclusion of the call.Mr. [redacted] later contacted the company on January 8th to inquire if the gas service could be turned on the same-day. The representative advised the company was not able to accommodate a same-day turn-on request. The customer requested to speak with a supervisor at that time. The agent advised a supervisor was not available and that a call back would be completed within 24-48 hrs. The customer then declined a supervisor call back.Gas service located at the property was turned on January 9, 2015.Unfortunately due to the service order schedule the company was unable to accommodate Mr. [redacted]'s same-day turn-on request. The company attempts to complete service orders within the time period requested by the customer; however turn-on orders are not same-day appointments. The company apologizes for any inconvenience this may have caused.I hope this information has been helpful; however if I can be of further assistance, please feel free to contact me directly at ###-###-####, Monday through Friday, 8:00 a.m. - 4:30 p.m.Sincerely,[redacted]PNG Customer Relations

Review: Hello, We have a rental property in Latrobe PA. I am set up for automatic transfer of bills to be mailed to our home address in Delmont PA until another tenant move in. I have received only 2 statements or a final bill to my home address but apparently all of the past due notices were being mailed to our rental property address including the notice that this was being handed over to a collection agency. I am extremely upset to have received from our current tenant a statement from a collection agency.I have stellar credit and this has never happened to me.I am receiving calls from a collection agency for a total bill of $59.00. I have contacted Peoples directly and reported that I have sent out the check to the Peoples Gas address in Pittsburgh. This was noted in my account.I have attempted emailing Peoples since I work during their calling hours and am getting delays asking about the account # when I know that all they have to do is enter the service address and the account # will be there.Desired Settlement: I want a written statement from Peoples Gas that this referral to a collection agency will not show on my credit report. Additionally, if it will show on my credit report I want proof that Peoples has had it removed, otherwise I will take legal action and at that time sue for monetary damages related to inappropriate business practices as well as pain and suffering.Additionally, I want all collection agency fees waived.

Business

Response:

This letter is in response to the complaint received from [redacted] for Reference #[redacted]. Thank you for taking the time to contact Peoples Natural Gas and providing us with the opportunity to review Ms. [redacted] concerns regarding the mailing address for Ms. [redacted]’s final gas account at [redacted].

Ms. [redacted] has had several gas accounts for this rental property with Peoples Natural Gas:

Ms. [redacted] established gas service at [redacted] on 03/01/12 to 04/04/12 for account [redacted]. The company issued monthly billing statements and correspondence on the account to the mailing address of [redacted] from 03/01/12to 04/04/12.

Then on 05/30/13 the Company established gas service in Ms. [redacted] per the “Owner Allocation” that was established on the account for [redacted] for account [redacted]. The “Owner Allocation” allows for the gas service to be uninterrupted when a tenant request to end the gas service in their name. The gas service is automatically transferred into the owner’s name. The gas service was in Ms. [redacted] name from 05/30/13 to 07/02/13. All billing statement and correspondence were mailed to the mailing address of [redacted].

In review of the account for [redacted], the company discovered the monthly billing statements and correspondence issued from 05/30/13 to 07/02/13 were mailed to the mailing address of [redacted]. It appears this may be result of human error when Ms. [redacted] established a new gas account in her name in 03/01/12 for [redacted]. The customer service agent updated the mailing address for Ms. [redacted]’s account to be [redacted] in error. This has been forwarded to the appropriate department for review and coaching. The company apologizes for any inconvenience this may have caused the customer.

The company has corrected the mailing address to be [redacted] for Ms. [redacted]’s account and “Owner Allocation”.

The Company confirmed with the collection agency “[redacted] L. P.” that the outstanding balance of $59.16 that was submitted to them on 10/08/13 by Peoples Natural Gas for account [redacted] has been paid in full as of 10/22/13. The collection agency did not report the outstanding balance to any credit reporting’s. The collection agency issued a letter to Ms. [redacted] confirming the customer’s credit was not affected and the balance is paid in full on 10/24/13. Copy of the letter is attached for a reference.

The current account balance is $0.00 is correct and due as rendered.

We hope this has addressed Ms. [redacted]’s concerns. If you need any additional information or have any questions, please do not hesitate to call me directly at ###-###-####. The company apologizes again for any inconvenience this may have caused the customer.

Sincerely,

Customer Relations Specialist

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Over the course of the past week and a half I have made multiple calls to Peiples Natural Gas, I was calling to get service started on the second floor of my house. On my frist call I found out that they didn't have my address built into the system and it would take 1-3 days to build the address in and I would receive a call when they were finished so I could schedule, three days later after no hearing from them , I called again and asked about the progress, I was told there was no order put into the system , but the woman said she would put the order in. I asked to have a supervisor call me she said she would have someone call me , my request was never answered . I never got a call from a super nor did anyone call me to let me know the address was built in. I called again Monday to ask again about my address , I was told the order was filled and I could schedule but someone had to be home , I didn't know if that was possible so I said I'd call back , I called back yesterday (March 23,2016) schedule an appointment for today Thursday March 24,2016 between 7-12. I was told someone would call me 15 minutes ahead of time , so throughout the day I kept my phone close , I never received a phone call. At 12 noon a placed another call to the Gas company, they told me the tech was at my home at 8:15 am , and nobody answered the door . At this point a became very angry , I've gotten the run around for over a week and yet again nobody did anything I was told they would do. I never received a phone nor did anyone knock on my door , so again I requested to hear from a supervisor, when one finally returned my call after 5pm . I was told there was nothing he could be for me until Monday , the tech told the supervisor he was there and called so he had to take his word for it. I was also told it was not protocol to return to a customers home after the customer misses an appointment. Which I would completely understand if I would have received a phone and or the tech even attempted to knock on the door . I sat by the phone all day and someone sat in my living room all day waiting neither one of us heard or seen the tech , I very displeased with how I'm being treated as a customer and the idea that turning on gas service is such a difficult experience.Desired Settlement: I'd like to be credited for the fee of having a tech come to my house since he never showed up

Business

Response:

Revdex.com Complaint #[redacted]Ms. [redacted] has current gas service to [redacted]. She scheduled a meter to be set 3/24/16 for floor 2 and requested the tech call her before he came to the property. On 3/24/16 at 8:19 am the company service tech went to the address and reported there was no access for the meter set.Ms. [redacted] rescheduled and the meter was set on 3/28/16. The responding service tech reported he did not turn on the boiler as there was no water to the boiler and it needed cleaned and serviced. The only gas appliance turned on was a dryer.On 3/28/16 I called Ms. [redacted] and resolved her complaint. I explained it is possible the service tech knocked on the incorrect door on 3/24/16 as he reported she was not at home. As a customer relations gesture, the $50 activation fee was waived/reversed. Ms. [redacted] advised the property is now used as a single house. She ran forced air heat to the 2nd floor. The old boiler is still located in the basement, but it is not connected and she has no plans to connect it. The floor 2 meter will only service the dryer. The company coded floor 2 as a nonheat account. If she has a plumber connect the dryer to the floor 1 meter at a later date, she will contact the company to remove the floor 2 meter.Ms. [redacted] is satisfied with this resolution to her complaint.If you need additional information, please contact me. I can be reached directly a[redacted] Monday through Friday between the hours of 8:00 am and 4:30 pm.Denice C[redacted]Account RepresentativePeoples Natural Gas

Review: People's is conducting gas line work on our street. We were told, haphazardly, on Monday, that they were turning off our gas and would send someone by to turn it on later that day, none of which happened. On Tuesday morning we were told that someone would be by that day, which also did not happen. My partner had to stay home from work. Today, Wednesday, I called the operations supervisor and customer service to confirm that our gas would be turned on today and was assured that it would, and I took off of work to wait. When I called after the window had passed I was told that the service crew had filed a fax form late (this is also a crew that spent time verbally harassing our neighbor yesterday), and we would not have gas until tomorrow. We still do not have gas, and the operations supervisor is still not reachable. Moreover, because we cannot cook we have had to pay for take out that we would not otherwise have done. I will have to miss yet another day at the office tomorrow, and it is still unclear when or if someone is coming to turn our gas back on.Desired Settlement: We want our gas turned on immediately

Business

Response:

Let me address each concern separately; People's is conducting gas line work on our street. We were told, haphazardly, on Monday, that they were turning off our gas and would send someone by to turn it on later that day, none of which happened. A letter would have been sent 1 to 2 weeks in advance advising of the work and what to expect. On Tuesday morning we were told that someone would be by that day, which also did not happen. My partner had to stay home from work. We can turn service on 24 hours a day and there is no need to miss work for us. Today, Wednesday, I called the operations supervisor and customer service to confirm that our gas would be turned on today and was assured that it and I took off of work to wait. When I called after the window had passed I was told that the service crew had filed a fax form late. Within the last few months, Peoples Gas has decided when a customer’s service line is leaking, after main line work, they will repair it at no cost to the customer. Prior to the change it was the customer’s responsibility to hire a plumber and repair the problem and the cost was on the customer. (this is also a crew that spent time verbally harassing our neighbor yesterday), We could not verify this and would need more information to investigate. and we would not have gas until tomorrow. Unfortunately the plumber doing the repairs did not fax the paperwork to our office confirming the service line has been repaired which delayed restoration. We still do not have gas, and the operations supervisor is still not reachable. The service is back on. Moreover, because we cannot cook we have had to pay for take out that we would not otherwise have done. I will have to miss yet another day at the office tomorrow, and it is still unclear when or if someone is coming to turn our gas back on.We apologize for any inconvience this may have caused. If the customer would like to discuss this further I can be reached at ###-###-####. Lynn Petrie

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, the information that was provided (that we did not need to be home to have gas turned on) was NOT what we were told. We were told by the workers, the supervisor, and a People's customer service rep that we HAD to stay home to have service turned on. I'd suggest that they work on better communication.