South Jersey Gas

Customer was contacted on 2/6/15 and assisted with logging on to our online system.

Complaint: [redacted]
I am rejecting this response because:First of all, the phone call on Monday, January 12th was received at 5:11pm, NOT at 6:00pm, as is alleged by the business.  This can be verified in phone records.  As I mentioned to the supervisor (who is clearly the one to be writing this response), I cannot be - nor should ANYone be - expected to be available within a ten (10)-minute window when no other previous arrangements have been made.  Additionally, while this supervisor likes to focus on the "five (5) missed phone calls" on Monday, January 12th, this response fails to mention ANY of the previous issues of a simple lack of a phone call to inform me that the scheduled appointment could not be met.  I submitted this complaint on Saturday, January 10th, and this complaint has nothing to do with any actual - or alleged - communication attempts after this date.Secondly, while I FULLY understood that no specific time could be provided - and was MORE than willing to accommodate a reasonable time window, I was told that the technician would be scheduled between 5:30pm and 11:00pm on Thursday, January 22nd (but not guaranteed due to unforeseen gas emergencies, which, again, was fully understood).  I was given the supervisor's name and phone number (including directory extension), and was assured a phone call from this supervisor if the technician could not arrive within that window.  Imagine my surprise when the technician arrived at my residence at 7:30am - a full 10.0 to 15.5 hours before the scheduled time window.  Unfortunately, due to this fact, yes, I was unable to meet with the technician at this time because of the unplanned visit.  Again, I cannot be - nor should ANYone be - expected to be available 10.0 to 15.5 hours outside of a scheduled window of time without previous notification.When the technician arrived that evening within the 5:30pm - 11:00pm window, he was very helpful and thorough, and he inspected everything and found the only abnormality to be a "higher than usual" hot water heater temperature that I had not adjusted in the 5+ years that I have lived at this residence.  While he lowered the temperature, he also explained to me that he could not figure out why there would be such a significant - and sudden - increase with my bill, and simply explained that it must have been a "meter misread".  To read this provided response and to say that the reason for my high bill (2x the normal usage) is due to a high hot water heater temperature that hasn't been adjusted in over 5 years is absurdly unfair and unfortunate.  Upon receiving this month's bill, it is almost 3x what I have paid in the past for this same month (yet this year's temperatures are warmer), so this problem is not resolved.  I have attempted to contact the business again to discuss this issue, and, consequently, do not consider this matter resolved.
Regards,
[redacted]

I spoke with customer on 3/24 and he sent me a picture of his meter reading from 2/18/15. We used that reading to calculate his final bill as of 1/31/15. A new bill has been generated and both mailed and emailed to the customer. A message was left for the customer to call me back with any additional...

questions.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me --at this time but complete resolution possible with next reading 4/14/15. Business states working on customer service issues. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: SJG has not credited my account for the 130.00 as they claim they on October 27, 2014. I have attached the bills given to me by SJG showing payments credited to my account for 150.76 in September to the account number I had had for years before they decided to change my account number. ( As you can see I have labeled in the bill copies.) Also after the Account number change they credited my account for $60.00 payment I made on the October 31, 2014 on the same Credit Card Account 28 days after the $130.00 payment was made ( $130.00 Payment made on 10/03/2014).As you can see from the bills the $130.00 is not posted on any of the bills. I have also attached on the bills the Transaction ID's and the confirmation numbers for the payments made. This information was given to SJG and they refuse to credit my account.Also on the date 12/04/2014 @ 12:31 PM, SJG did phone my house ( As per my photo attachment above) and when my wife answered the call on the 2nd ring, she said hello and was hung up on. Furthermore SJG said they refuse to talk to my wife and I had previously inclosed in my original Revdex.com complaint, that I am working during their office hours thus the reason I contacted them via EMail and expected a response in writing to my EMail.They were contacted by my wife on 12/01/2014 @ 12:46pm after 45 minutes on hold the representative told "Her" the information cannot be discussed with my wife due to their "NJ Privacy policy" and told my wife to have me call the office which opens at 7:00am-8:00pm. My wife informed them that I am not available during these times and will not be able to contact them. This is the reason I cantacted via EMail and expected a response in the same manner whichI never received. I am appauled to be treated in this manner when my bills are always paid, and they already know I am not home and to constantly harass my wife by calling on the phone, hanging up on her when she answers, and when she is able to speak with them ( By constantly calling them back ) they give her this LAME excuse they can't tell her anything!SJG also Changed Our Mailing Adress On The Bill..!! Our Town is and always has been [redacted], They changed it to [redacted]. There Is No Such Town As Commercial Township NJ, It is a Township of Multiple Towns and Burrows not a City/Town!!And furthermore approximately 4-5 years ago my wife contacted SJG about someone changed my account information to a PO Box instead of my Rural Route mailing address. SJG assisted My Wife in correcting the address and the billing information. WHERE WAS THE PRIVACY POLICY THEN!? It seems like it is awful convenient for them to enforce a policy we are not aware of after all of these years upon their Customers NOW! I want my money credited to my account please.THIS NEEDS TO STOP NOW!
Regards,
[redacted]

Contacted customer and explained he was receiving actual meter readings during the months from December to February, but due to an issue with our new system he wasn't being billed based off those meter readings. The system was billing for zero usage during those months. Once the issue was fixed he...

was billed for 5 months at one time. He will make a payment and we will split the remaining balance into 6 months plus the current bill.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I accept their response. I had asked for a written apology and I still await such a letter. There needs to be consequences for poor management practices and the only way to get company personnel to change these practices is for customers to demand accountability.  
Regards,
[redacted]

Left message for customer with contact information to call back. Customers gas was disconnected because previous customer called for a disconnection of service. We were able to turn the customer back on the same day.

Customer spoke wit a Customer Service Representative on 2/23/15 and bill was corrected. We had a bad meter reading and customer provided the correct meter reading.

Contacted customer and removed from budget per request. Customer to obtain meter reading and email me with correct reading to send out a corrected bill.

We have written a letter to the collection agency and will be sending the customer a copy.

Contacted customer and went over bills. Compared usage from last year to this year. Activated budget of $150 for customer to start paying with this months bill.

[redacted] contacted South Jersey Gas on 10-09-2014.  Services were shut off for non payment on 06-13-14.  Mr. [redacted] was advised $975.39 was needed for restoration.On 10-21-2014, Mr. [redacted] called with confirmation number and appointment for restoration for non...

payment. Mr. [redacted] spoke to Supervisor Mr. [redacted] on 10-23-2014.  At this time Mr. [redacted] was advised an advance deposit was required for commercial account.  Customer called back with confirmation number.  Appointment was scheduled.  As South Jersey Gas is a first response company, due to multiple gas leak emergencies 10/23 and 10/24 services were unable to be restored for non payment until 10/25/14.

Please see attachment indicating $130 was posted to [redacted] account on 10-07-2014.Unfortunately, the company has no control over NJ Privacy Law enacted in the last two years.   Previously, we would have been able to speak to [redacted] wife(as he states 5 yers ago), however due to the law that was passed, we no longer have the right to speak to her without permission from the customer on the account.  The resolution to this issue is to have [redacted] simply call and add his wife to account as authorized speaker.  if he has an issue with the NJ Privacy Law it is suggested he contact his legislator.The postal system uses a program called QAS.  The postal systmen automatically updates all mailing addresses per the US postal system.  SJG still has customers address as [redacted] however the postal system has converted his mailing address.  This is beyond SJG control and [redacted] would have to address the change with the US Postal system.

Spoke with customer. He previously spoke with a supervisor and had the issue taken care of. Customer sent letter of credit from previous utility to have deposit waived.

Complaint: [redacted]
I am rejecting this response because: I'm not sure what you are talking about.  I don't have a meter problem.  I have a problem with charges on my bill that needs to be removed and payments may for service that has not been applied to the service charges.  
Regards,
[redacted]

Complaint: 10549676
I am rejecting this response because:I have called back several times now and left a message once. My time is too...

valuable to continue to play phone tag about a problem from 2 weeks ago that I was forced to fix without the help of the gas company. Terrible business etiquette. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

As explained to Mr. [redacted] on numerous occasions, South Jersey Gas is a first response company.  As first responders, it is impossible to predict gas leaks and emergencies that take precedence to an home energy inspection.  Our technicians can not call more than 15 minutes prior due to said emergencies.  We provided the call ahead as a courtesy.  Mr. [redacted] was not only contacted by the technician, he was contacted by public relations (due to social media posts), customer service reps and 3 supervisors.Reaching Mr. [redacted] cell phone was met with his carrier advising the customer was not available for calls.  Due to this, a supervisor asked for a landline number for contact.The supervisor who contacted Mr. [redacted] for his final appointment repeatedly advised Mr. [redacted] the company can not schedule appointments due to being a first response company.  He did argue this point and was advised they would try to make it to the property between 5:30 and 11pm, however when SJG did that previously he turned them away because he was going to dinner.  He stated beofre or after work, that nobody was home during the day.  The supervisor who took that call got him on the truck as first appointment in case the techs were called to gas leak.  When they arrived at 7:50am,  he turned them away stating he was busy getting ready for work.  They returned later that evening to complete the high bill investigation.Investigation:  It was found there were no gas leaks, meter was in perfect working order, all appliances were functioning normal.  The technicians did find the hot water heater was turned all the way up and they adjusted it accordingly.Due to additional social media complaints, on 01-22-15, Mr. [redacted] was again contacted regarding his high bill complaint.  He was advised the technician found all gas appliance were safe, meter was functioning properly with no leaks, However hot water heater needed to be adjusted.  The supervisor who reached out to Mr. [redacted], was advised his high bills did not begin until November when his heating season started.  He was provided two state programs for additional in depth energy assessments ([redacted] AND [redacted]) and it was also suggested he contact his own contractor to clean and inspect heater/thermostat.  At this time Mr. [redacted] stated he knew his heater was old (20 years) and may need to be replaced.  He stated his programmable thermostat had not been inspected since her puchased the home.At this time, it is the customers responsibility as a prudent homeowner to have his appliances inspected and maintained.  Since his billing concerns began at the beginning of the heating season,  it is recommnded he have the thermostat and heater serviced.  Also maintaining the thermostat between 65-68 will assist in lowering heating bills.  Mr. [redacted] stated to supervisor he agreed and would have heater inspected due to age.  ?

[A default letter is provided here which indicates your acceptance of the...

business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]