Roanoke Gas Company

I called yesterday (1/25/23) needing to speak to a representative about going on the budget plan, because as suspected, my gas bill increased substantially. I stayed on “hold” for almost an hour, needing to get ready for work, I hung up, call today at 8. I did speak to a representative, but have never been treated as rudely. My question was only about the budget plan, how much would it be, simple enough, I thought. By the end of the conversation, after it was decided if I could go on the budget plan and the amount was established, the question was asked “do you want to go on the budget” I was so upset by the rudeness, I said “no” and hung up. I’ve worked in the customer service arena, I know we all have bad days, but it’s not MY fault if your day is bad, mine didn’t start as I had hoped. Thank you for listening.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have a bill due June 30th that doesn't have a disconnect notice with it. The account was paid in full in August , when I received the cut off notice, and before the date that the notice said it would be cut off.  Why would I receive a cut off notice in August if my service was already cut off? 
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I am in receipt of your inquiry with the Revdex.com regarding disconnection of your gas service with Roanoke Gas Company and offer the following in response.
The gas service at [redacted] was disconnected on 6/26/14 for non-payment.  A Closing Bill was generated and...

mailed to this address on 6/30/14.  We received final payment for the balance on the Closing Bill on 8/13/14. After receiving final payment, Roanoke Gas considered the account closed and no further correspondence would be generated.
To restore gas service, you will be charged a reconnection charge of $55 plus a security deposit based on the history of the account.  Please contact Customer Service at [redacted] to discuss the details for restoring your service.
Sincerely,
Customer Service
Roanoke Gas Company

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.There is no legal business relationship with whom they speak. There is only a legal business relationship with myself and The Roanoke Gas Company, If they are alleging a business relationship with Ms. [redacted] then we will most certainty have to pursue this as internal fraud of the Roanoke Gas Company. Ms. [redacted] has 0 business relationship with the Roanoke Gas Company, holds no accounts with the Roanoke Gas Company. I am the owner of ANY account with the Roanoke Gas Company.Regards,[redacted]

The account in question #[redacted] is in the name of [redacted].  We do not have you listed as an
additional party to the account and, therefore, cannot discuss the account
details with you.  Please have Ms. [redacted]
contact us to discuss account details and to add you as an...

additional party to
the account.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I have had nothing but horrible experiences with Roanoke Gas. Here's my latest nightmare:
I called two weeks ago to get my gas reconnected. After they got all of my information and created the account, they told me to call back in 24 hours to pay the deposit, then they would send a technician the next business day to turn on the gas. That day comes and I try to turn on my furnace (thinking I had gas now,) but it didn't work. I thought my furnace was malfunctioning so I shut it down and waited until the following week when I got paid to have a heating and air technician to take a look at it. He realizes the gas isn't on so I immediately call the gas company. I calmly (at first) explain the situation to the oh-so-helpful customer service representative who then tells me I was supposed to call them back after making the deposit payment with a confirmation number, after which they would schedule a time for reconnection. I told her no one, not either of the two people I initially spoke to, said anything about that. She was very argumentative and repeatedly spoke over me. So much so, I had to snap at her and tell her not to interrupt me when I was speaking. Then she became argumentative AGAIN when I tried to explain to her that there was no need for the technician to come inside my house for a "safety check" because there is nothing inside my house that runs on gas, it's just the furnace which is in the basement and it's accessed from the outside! Needless to say, my blood was boiling at that point (and still is!) I am so mad I'm shaking! I wish there was another option for natural gas supply in this area. Out of all the utility companies here, Roanoke Gas is by far the WORST! I absolutely hate them!

I will not give any stars. This is the worst customer service that I have ever experienced. The employees do not care how they treat you because this is the only gas provider in our area. If I could go somewhere else, I would!!!!

Review: Every time I contact this company regarding questions about my account I receive different information from a different associate. 95% of the time when I call the associates are unfriendly over the phone, without even a hello spoken.

I stopped in the office last month to pay my bill in person and to inquire about setting up the budget pmt billing plan. I inquired in the winter last year, and I was quoted >$100, but was advised if I waited to start in the summer, it would be much lower. When I stopped in the office in July, I was told it would be $70/mo. I asked if I waited till next month, allowing one more low summer pmt to be averaged in if it would be lower. The associate told me, yes, however she expressed her concern about how that may not cover my annual usage. I manage my thermostat much more conservatively than the previous home owner, and was comfortable waiting to allow the budget to drop again.

When I called today to do so, the associate quoted me a higher, instead of lower price. When I kindly, and respectfully expressed my confusion, she wouldn't even let me get a single sentence out regarding what I was told in the office last month. Instead of explaining the process to me, she transferred me to the person I spoke with in-person last month.

That lady was much more pleasant speaking with me, but denied what I was told the month prior. She now stated that the budget is projecting future winter conditions for this upcoming year, and that my additional month's lower gas bill will not effect my budget amount. She began to explain how utilities vary seasonally, and how a budget works. I admit, I got short w her at this time...I am an intelligent adult who has been paying for budgeted utilities for over a decade. My frustration was not with how the budget is calculated. My frustration is with the fact that every time I contact this utility company I am told something different. This inconsistent, inaccurate information makes it impossible for me to make the best decisions for my family's finances. Had I known how the budget calculation changes in Aug/Sept, I would have chosen to accept the quoted amount in July.

Once again in this office the associates have shared misinformation with me, and it's my pocketbook that pays the consequence. I, too, work in customer service, and understand that we are all human and make mistakes. But for petes sake, own your mistakes and BE NICE to your customers! There is no doubt in my mind, if there was an alternate gas utility provider in the Roanoke area, your company would be hurting for business, due to your poor customer service.Desired Settlement: I wish that the associate I spoke with simply apologized for the misinformation that was shared with me in July. I wish that an effort would have been made to honor the budget amount I was quoted in July, since I was misinformed regarding the changes that may have taken place in the following month. No one took any shared responsibility for consequence to my personal finances, or attempted to make this right in any way.

Business

Response:

Our budget program begins the month of July with final payment June of the following year. Starting the budget later than July will cause your budget amount to increase due to fewer months to pay. We apologize that you were advised otherwise. We will honor the original budget amount quoted on 7/6 in the amount of $69. You will need to begin this month and pay $69 by your current bill’s due date of 9/6. However, budgets are reviewed in January or February every year and your budget amount may change at that time. You will need to call customer service, [redacted], to be placed on the budget. It will be noted on your account that the budget amount will be $69. Customer service is very important to us and we appreciate you advising us of your experience.

Review: My Fiance and I purchased a foreclosed home in October 2015. We never signed up for gas service. In march 2016 we received a collections notice for $36.63 in her name to our primary home. I am the only name on all of our gas bills. I am the only with an account. The gas in this home is not hooked to anything inside the home. No one lives in the home. There shouldn't be ANY gas bill.Desired Settlement: All we want is the gas company to get rid of the account they opened without approval.

Business

Response:

The account in question #[redacted] is in the name of [redacted]. We do not have you listed as an

additional party to the account and, therefore, cannot discuss the account

details with you. Please have Ms. [redacted]

contact us to discuss account details and to add you as an additional party to

the account.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[redacted] will not be in contact with Roanoke Gas Company. She holds 0 accounts there and has no business contacting them. I am the account holder for her properties and any account would be in my name. We now consider this account opened fraudulently by employees of the Roanoke Gas Company.Regards,[redacted]

Business

Response:

Our business relationship is not with Mr. [redacted] and we consider the inquiry closed.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.There is no legal business relationship with whom they speak. There is only a legal business relationship with myself and The Roanoke Gas Company, If they are alleging a business relationship with Ms. [redacted] then we will most certainty have to pursue this as internal fraud of the Roanoke Gas Company. Ms. [redacted] has 0 business relationship with the Roanoke Gas Company, holds no accounts with the Roanoke Gas Company. I am the owner of ANY account with the Roanoke Gas Company.Regards,[redacted]

Review: I am not disputing the fact that I was behind on my payments, but I received a cutoff notice in the mail stating that if I didn't make arrangements or pay, that my services would be cut off. The exact same day, I sent the payment through my bill pay service at my bank, in full. The only reason I have gas is for my furnace, and since it hasn't been cold I didn't pay any attention to it. Apparently, even though my payment was received in full, my gas was cut off for non payment. After I sent the payment, I received 0 correspondences from Roanoke Gas. So, I thought I was paid up. Again I only use this service in the winter time. Not once did I receive a letter , a notice on my door, nothing stating my gas was cut off. And I only found out because the weather has been cooler and I was trying to warm up my home, and there was no gas. I called Roanoke Gas and was told by the emergency line that my gas was cut off for non payment on Friday October 10th and of course, it was after "business hours" and can't even talk to anyone to straighten it out until MondayDesired Settlement: I don't feel that I should have to pay a reconnect fee because I paid my account in full before the cut off date

Business

Response:

I am in receipt of your inquiry with the Revdex.com regarding disconnection of your gas service with Roanoke Gas Company and offer the following in response.

The gas service at [redacted] was disconnected on 6/26/14 for non-payment. A Closing Bill was generated and mailed to this address on 6/30/14. We received final payment for the balance on the Closing Bill on 8/13/14. After receiving final payment, Roanoke Gas considered the account closed and no further correspondence would be generated.

To restore gas service, you will be charged a reconnection charge of $55 plus a security deposit based on the history of the account. Please contact Customer Service at [redacted] to discuss the details for restoring your service.

Sincerely,

Customer Service

Roanoke Gas Company

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have a bill due June 30th that doesn't have a disconnect notice with it. The account was paid in full in August , when I received the cut off notice, and before the date that the notice said it would be cut off. Why would I receive a cut off notice in August if my service was already cut off?

Regards,

Review: Dear Sir or Madame, Im a local pastor and I recently moved to the area. We purchased a home in Kings Chase and we were told that some of our appliances utilized gas and that in order to turn it on I needed to contact the gas company, Roanoke Gas. Knowing little about which appliances did or didnt used gas I paid my bill each month at a cost of $18.00 a month. Until recently. My wife heard a noise coming from the point of entry of the gas line and so I called the gas company out of concern of a leak. When they investigated they told me that their equipment was faulty and was not registering my gas usage correctly and that they would correct the problem. On my next bill an additional cost of $300 was added to the bill. When I called to enquire, I was told it actually wasnt enough and that they were going to add another $200. I asked why I was being billed for their mistake and how they determined the additional cost. The representative ([redacted]) indicated that since the meter was broken they were estimating the cost. She told me I had no recourse other than to pay the bill or my gas would be turned off. Im not sure who to contact or what to do to remedy the problem. I understand you might be of help in sorting out the problem. [redacted]Senior Pastor, [redacted]Desired Settlement: I don't believe that an individual should be charged unfairly because of a companies faulty equipment. I didn't agree with the additional charge of $300.00 and certainly am not amiable to an additional charge of $200.00.

Business

Response:

Dear Mr. Madden:

March 6, 2014

I am in receipt of your inquiry with the Revdex.com regarding the non-registering

meter charges added to your Roanoke Gas Company account. The following is in response to your

inquiry.

As stipulated in the Tariff agreement between the Virginia State Corporation Commission and

Roanoke Gas Company for a meter that has not registered for a period of time, Roanoke Gas will

estimate usage using an average for the prior six months over a prior three year period. I have enclosed

a copy of usage for your premise for the years 2010 through 2013. I have also enclosed a worksheet

documenting the calculation of the $309.34 charge that was added to your February statement. I am

sure you will agree that $309.34 is a reasonable charge for heating your home and having hot water

from April 16, 2013, when your account was established, through February 10, 2014 when you entered a

service request and your non-registering meter was discovered. No additional charges will be added to

your account regarding this issue.

We do realize that $309.34 may be a large sum to pay in one month and we will be happy to

work out payment arrangements for this amount if you desire. Please contact Customer Service at ([redacted])

[redacted] if you would like payment arrangements or if you have additional questions.

Enclosures

Sincerely,

[redacted]t

Executive Assistant

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I don’t dispute the

fact that Roanoke Gas has suffered economic loss. However, the economic loss, according to

their technician, is a result of negligence in the maintenance of equipment

which is solely the responsibility of Roanoke Gas Company.

Apparently the company also suffered a failure in quality

control. On a monthly basis a

representative of the company was monitoring, recording and reporting the

readings of the faulty equipment. Yet it

was the consumer who notified the company when a defect in the equipment became

noticeable. Had the consumer not

contacted the company to report the defect in the equipment, the company, in

all likelihood, would still be incurring economic loss.

What are the rights of the consumer? The consumer should be protected from

arbitrary and capricious billing. This consumer

wasn’t expecting a bill for the economic loss to the company; he was expecting

a “thank you note” for contacting the company, reporting the faulty equipment

and correcting the problem. The bill

that was presented was clearly arbitrary as it was based on a three-year

average of the previous home-owners gas usage.

Furthermore, the consumer shouldn’t be harassed and insulted

when seeking clarification on a billing matter. When I called to enquire, I was falsely accused by the company representative

([redacted]) of attempting to “steal gas,” and informed that she was going to

personally insure that I be billed an additional $200 to offset the company’s losses. Adding

insult to injury, as a local Pastor, I offer resources weekly through the

church I serve to needy individuals in the Roanoke community assisting them in

paying their gas bill.

In summary, my argument is:

A business

or corporation is responsible for the maintenance of their equipment and should

be held liable for any economic loss that results from the negligence of the

corporation or business to maintain the equipment.

If the loss incurred is in no way due to the

wrong-doing of the consumer, then the consumer should not be held liable for

the economic loss to the company.

The consumer should be protected from arbitrary

and capricious billing exercised in an attempt to account for economic loss resulting

from negligence.

The consumer should be protected from harassment

and insult when seeking clarification from the company concerning a billing

matter.

Regards,

Business

Response:

This

issue is currently being processed within the guidelines of the Virginia State

Corporation Commission's complaint procedures. We are deferring the resolution

of this matter to their decision process.

Review: Refund for return checks. $15 + $15 = $30Desired Settlement: Letter of apology from the gas company, and $30 refund back from the gas company.

Business

Response:

Dear Mr. [redacted]: I am in receipt of your Revdex.com inquiry regarding the $15 insufficient fund charge on two of your accounts and offer the following in response. Setting up and making changes to a bank account for automatic bank draft requires time for processing. We were unable to complete this process prior to the draft for your gas accounts for the month of May. We regret any inconvenience you may have incurred and are crediting your accounts for the $15 late fees you we charged.We thank you for being a good customer of Roanoke Gas and please do not hesitate to contact us for further assistance. Sincerely, [redacted] Executive Assistant

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,