Piedmont Natural Gas Company Reviews (%countItem)
Piedmont Natural Gas Company Rating
Address: 4720 Piedmont Row Dr Ste 100, Charlotte, North Carolina, United States, 28210-4294
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Service Technician stated no leaks, but bill excessively high and leak detected the following week.
On 9/11/17, I called into customer service to report the smell of gas on my property. They informed me that it was considered an emerge nc call and a technician would be dispatched ASAP to icheck the issue. I explained in detail that I smelled the gas in the front yard and that I had a gas light in the property that I was not sure was functioning. When I got home I found that the gas had been cut off. I called the service line as I had been instructed to do earlier to have the gas turned back on. Later that evening a tech came to restore the service. He turned the gas back on and lit the pilot to my hot water heater. On the morning of 9/18/17 I smelled gas again in the same area. I called to report it and, again, an emergency call was placed. When I came home I found a note stating that there was a gas leak in the area that I had advised the tech to check on 9/11/17. This leads me to believe that a thorough check was not completed by the tech on 9/11/2017. I called back on the night of 9/18/2017 to have my service restored and during the conversation I asked about havING my bill adjusted for the week that the leak went undetected. I was told no because it was my responsibility as the homeowner to ensure that things were working properly in my home. I attempted to do that by placing the service calls.
I think that it would be fair to have a the bill for the period prorated. I asked that 12.50, roughly 1/4 of the bill be credited to my account and I think that this is a fair adjustment. Only crediting the usage for the week that the leak went undetected after being reported, not the time prior to that.
Piedmont Natural Gas has reviewed the telephone calls, bill and service order history pertaining to this complaint. We want to assure this consumer that safety is our number one priority. The proper procedures were followed regarding the gas leak and prior notification was given about interruption of service.
On 9/11/17 @ 11:21am this consumer called Piedmont Natural Gas and advised of a gas odor outside in the front yard by the gas light. The Rep gave the consumer the Safety Script information. The consumer advised the Rep that no one was at home. Our Representative advised the consumer that a technician will be dispatched and that for safety he will have to turn the meter off if no one is at home. Our technician arrived at the residence @ 12:11pm. He used a leak detector; checked for leak in ground area at the gaslight, foundation and under the house, but found no leak. He turned off the meter and tagged the door advising consumer.
On the same date, 9/11/17 @ 3:33pm, the consumer called Piedmont Natural Gas to inquire of the tech's report. The Rep gave her the report and the consumer stated she will call back later to schedule to have service restored, in which she did at 5:25pm. A technician went out @ 8:20pm and checked the furnace and water heater, found no leak so therefore left the meter on.
On 9/18/17 in the telephone call that we received from this consumer, she stated her concerns about the gas bill being higher than usual. However, while discussing the bill she stated that she still thinks that there is a gas leak. The Rep then asked if she smelled gas and the consumer replied yes, but this time she stated that there is an odor "in front yard at left corner of fence on right side of house." The Rep then began to read the Safety Script information to her, but the consumer kept interrupting the Rep and advised she did not want to hear this information again. The consumer insisted on being transferred to a supervisor, but the Rep explained to her that she could not because this has become an emergency call and emergency calls cannot be transferred.
As the consumer has stated the gas leak was found when this second emergency call was issued. It remains uncertain, but perhaps the more specifics assisted. The consumer's September bill that she stated as higher than usual and the one that she is requesting an adjustment on, is for the period 8/9/17 thru 9/8/17. The consumer did not contact us until 9/11/17 which is after that billing period.
Prior to contacting Revdex.com this consumer also contacted Piedmont Natural Gas on 9/19/17 with this same complaint. In addition to the complaint made with Revdex.com she stated to us that when she placed her call for restoration of service she waited for a technician to come, only to be told later by Piedmont Natural Gas that we could not restore service until she had contacted a contractor to make repairs. The consumer states this was wasted time; she should have been advised of this first and she could have contacted a contractor sooner. Although the leak was not discovered until the second emergency call, this consumer was advised repairs were needed. Also, although we found no credit warranted, we advised the consumer on 9/19/17 that as a courtesy Piedmont Natural Gas will credit her account $10.00 which is the monthly utility service charge.
As previously stated to her, we are unable to adjust the bill for any usage (current or upcoming bill) because the leak was on her property; not Piedmont Natural Gas'.
(The consumer indicated he/she ACCEPTED the response from the business.)
I just want to make it clear that I filed the complaint on 9/18/2017 amd not on 9/19/2017 as stated. Also I received conflicting information from the customer service reps amd the technician. There seems to be a lack of communication between the call center and the service techs and there is definitely a break down in communication as it related to relaying accurate and helpful information to me.