Southern Connecticut Gas Company

Review: I'm on the phone for the third time and a 90 minutes hold . I contacted Southern CT gas company last week because I didn't have any heat in the house . The technician came in . I was charged $130 for a total of 15 minutes . After his departure , one side of the house had heat and the other not. A week later I don't have heat anywhere in the house . I have been trying to reach this company for the last 2 hours . No one is picking up the phone. I have a child in the house and worry that she will get sick since we have no heat. I'm frustrated with this company and the way they treat their customers. My gas bill is always paid on time and in full. Please help!Desired Settlement: Prompt Repair without any extra charges

Business

Response:

On January 4, 2016, SCG responded to a “no heat “call,

which a technician diagnosed to be beyond the scope of SCG work. The customer

was advised to get an outside licensed contractor to address the issue.

Review: To whom it may concern. There are a number of problems I would like to resolve and I hope to write them all down here. The first and most important issue is that after moving apartments I phoned and informed the company of the move yet I did not receive a bill from them. When I told them of the move, over the phone I wrote down my new account number, this was all the information I had. Resigning my lease reminded me that, as the tenant I was 100% responsible for the gas service, made me look into things. Having realized that had not paid anything in a year I phoned scg to find out what had happened. I was informed that my gas was about to be cut off and that I had a bill for $625.21. I was very upset, worried and scared of the repercussions of this. I paid the necessary fee of $594 to cover the bill and prevent service being cut off but I requested to speak with someone as I would like to receive a bill and to discuss never getting written information of the service being terminated. This will be two weeks on wednesday, I am still yet to hear from them, despite me calling back to remind them and ask about the normal wait time. I would have paid my bill if I had been billed, I have late fees and believe I have been reported, which will affect my credit, I do not know this for certain because I have not had the opportunity to speak with someone. During this time and in an attempt to try to prevent this happening in the future I tried to activate my online account, to no avail as I would get error messages saying that my account number did not match my last name. I was stuck. I have two new bills online, but am still to receive anything in writing in the post; I have not requested green billing. I wanted to pay the first of these but it still registered the large fee $625.21 and had not taken into account the $594 already paid, therefore I did not want to pay this twice. It turns out they were sending my post to my previous address despite the change. Your help and advice would be much appreciate.

Product_Or_Service: gas

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I realize that I could have contacted the company sooner but believe that it was their responsibility to contact me, they know where I live and have my phone number and email address on file. I would like at least, for the late fees to be refunded as I believe that the damage to my credit will cost me enough in the future. I do not know what else I would be eligible for, if anything. I would also like to start to receive the paper bills through the mail.

Business

Response:

September 23, 2013

Review: This is my second time filing a complaint about the same company, believe it or not for different reasons. Two months in a row, I've paid my bill online through the Southern Connecticut Gas company and recieved confirmation that it was paid. Then, 3 or so weeks later when the bill comes in the mail, I've been charged late fees and the bill is not paid. Both times I have used my correct account number to pay the bill. The first time I was told that I paid the bill on a different account, and my payment was sitting there instead of on mine. On June 18th, I paid my outstanding balance of $260 in full through their website and received confirmation of payment immediately after. And yet, the most recent bill received in the mail tells me that I have not paid that amount and I've received a late fee. Upon calling the company (something I have had to do every month for the last 11 on a regular basis) I am told that the payment was first accepted then rejected, and that ALL of the problems are on my or my bank's end. The person on the phone tells me in detail all of the information of how my payment was declined, and yet not once am I informed that it was declined, only that it had gone through? Is it not more convenient to charge a customer extra for an unpaid bill that they thought they had paid then to properly keep them informed? How is it so hard to contact me, when I receive letters in the mail EVERY MONTH that mistakenly tell me I'm unlawfully at this address, something that when I've called before I've been told to ignore. SCG has a TERRIBLE automated system that conveniently works out in the company's favor, always. They have had nothing but trouble for the last year and take no steps to correct things as they have the monopoly on the area's gas. I am thankfully moving out of their jurisdiction soon and away from the terrible incompetent business practices of the WORST company I've ever dealt with.

Product_Or_Service: Gas

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I wish to inform the public of the horrible business practices of this company. I wish to be reimbursed for both late fees from the last few months after no effort was extended to tell me the [redacted] was unpaid after being told it was. I would also like to be compensated for the regular phone calls required on my behalf in order not to be ripped off. I would like ANY kind of admission or apology on the company's behalf of their incompetence, instead of a needless shift of the blame back on to me.

Business

Response:

Business Response /* (1000, 5, 2013/07/24) */

Southern Connecticut Gas Company is still researching the complaint.

Supervisor Customer Relations

Consumer Response /* (3000, 7, 2013/07/25) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

Not the least bit surprised that not only have they not offered a settlement, they don't care to have one in time of the Revdex.com's provided deadline. I'm so glad to be moving. Stay away from this company if you can help it.

Business Response /* (-10, 9, 2013/07/26) */

July 26, 2013

Revdex.com

Complaint Case #: XXXXXXXX

Consumer: [redacted] Elliott [redacted]

This letter is in response to [redacted] Elliott [redacted] complaint regarding "Billing or Collection Issues" for 3321 Park Ave Fairfield CT.

A review of the notes and payments schedules associated with this complaint has been completed.

On June 18, 2013, Mr. [redacted] tried to make two (2) payments through the Southern Connecticut Gas Company ("SCG") using their third (3rd) party vendor. Upfront, both payments that were submitted did provide a payment confirmation but due to the vendor performing routine maintenance during that time, the payments were rejected.

As mentioned in Mr. [redacted] complaint, he has requested for the gas service to be taken out of his name. He did not provide a forwarding address and a final [redacted] be generated the day after his move out date request. To avoid any negative credit reporting, Mr. [redacted] should pay the final billing "Upon Presentation".

SCG apologizes for the inconvenience that Mr. [redacted] experienced and if he ever returns to a SCG territory, SCG hopes that his experience [redacted] be in a positive nature.

Supervisor, Customer Relations

Southern Connecticut Gas Company

Business Response /* (-10, 10, 2013/07/29) */

July 29, 2013

Revdex.com

Complaint Case #: XXXXXXXX

Consumer: [redacted] Elliott [redacted]

Account # XXX-XXXXXXX-XXXX

On July 26, 2013 [redacted] Elliott [redacted] requested a "Desired Resolution" for "Billing or Collection Issues" at 3321 Park Ave Fairfield CT.

All late fees have been cancelled equaling $19.99.

As mentioned in the Companies response on July 26, 2013,"SCG apologizes for the incovenience that Mr. Engleston experienced'.

The Company finds this issue now resolved.

Supervisor, Customer Relations

Southern Connecticut Gas Company

Review: We have been a customer with SCG for 8 years with no billing problems. However, during the past two years we have experienced two different billing problems related to SCG's computer system. These two problems have cost us money and they have resulted in a huge past due balance ($1,198.87). Repeated efforts with SCG customer service have cost many hours on the phone with no result. The last phone call in May ended with SCG saying a manager would call us and they never did.Problem 1: We were on a SCG budget plan and due to a computer billing problem related to new system SCG did not bill us properly resulting in a "balloon payment" due of $900. They have acknowledged that there was a computer problem.Problem 2: We set-up automatic bill pay between SCG and our bank. Once again, SCG's system failed to bill us for several months. The only response we have received from SCG is a "sorry" for their computer problems but no willingness to either compensate us for the problems or even refund us for the accumulated late fees and interest charges on the bill. This is unacceptable.

Desired Settlement: DesiredSettlementID: Refund

At a minimum, I want SCG to refund us any charges (interest and late fees) related to their own billing errors. Ideally, I would like SCG to reduce the balance owed as it was their problem that produced what I have termed a "balloon payment" due. The purpose of their own budget plan was to avoid this situation. That is why we enrolled.

Business

Response:

Business Response /* (1000, 5, 2013/06/26) */

June 26, 2013

Revdex.com

Complaint Case #: XXXXXXXX

Consumer: [redacted]

This letter is in response to [redacted] regarding "Billing or Collection Issues" for 29 [redacted] Madison, CT.

Southern Connecticut Gas Company (SCG) went through a conversion of their billing system in May of 2012. During this conversion, there was an online issue that was discovered and SCG worked as quickly as possible to clear this issue up.

While SCG was working on a resolution regarding this online issue, the gas account was protected from any credit activity.

The customer's account was entered into the Budget Payment Plan and with the new billing system the anniversary date changed to August going forward. In September, the account rolled into the budget payment plan and the ending balance from August carried over to the following months. Mr. [redacted] did not make the monthly payments on the account, after several months of no payments; the account was released from the budget payment plan.

The Credit office worked with Mr. [redacted] regarding payment arrangements and programs that could have assisted him with paying the [redacted] on a monthly basis but he did not follow through with documentation that was required.

SCG bills customers for gas that is used and if Mr. [redacted] is not able to pay the balance in full before the next due date, he should contact the Credit office at X-XXX-XXX-XXXX Monday through Friday from 7:30am to 6:30pm and enter into a payment plan.

SCG apologizes for the issues that occurred on his account but the account [redacted] not be adjusted.

Supervisor, Customer Relations

Southern Connecticut Gas Company

Review: I would like to register a complaint about the exceedingly poor quality of customer support and customer service of the Southern CT Gas Company. I have had numerous problems in the past year with this company. Their phone customer service as well as online support is absolutely terrible. Last summer, I called to schedule a stop of service for the end of the month for the apartment I was vacating. When I got home from work that day, they had already sent a rep out to turn off the gas. It took 3 phone calls, including one to the emergency line, to have my gas turned on again for the remaining two weeks I was living in the apartment. They also messed up the billing to a new account. Their error caused me much stress and anguish and getting a person on the phone to actually speak to, let alone to register a complaint with was impossible. I was told that someone would call me so that I could register the complaint, but the call never came. It seems that their many departments don't communicate effectively. Their website is also a major problem. There is no way to retrieve your password to log in to the website to view and pay your [redacted]. There are always problems with the online payments system, and if its down, their solution is that I would need go to one of their offices to pay in person. I have submitted complaints via their online submission form, and have never received a response. I wonder if they were even read by a person. This company is out of date. They need to invest in better customer service, both in their phone support and in a better website. This is 2013, they are way behind their competitors, and it shows.

Desired Settlement: DesiredSettlementID: Not applicable

This company needs to get with the times, and invest in better online and in-person customer support.

Business

Response:

Business Response /* (1000, 8, 2013/04/22) */

April 18, 2013

Revdex.com

Complaint Case #: XXXXXXXX

Consumer: [redacted]

This letter is in response to [redacted]'s complaint regarding "Contract Issues" for [redacted] Willow Street New Haven. CT. dated April 3, 2013.

A review of the notes and work orders associated with this complaint has been completed and below are my finding.

Ms. [redacted] called on May 18, 2012 to stop gas service at [redacted] Willow Street New Haven. In error, the gas was shut off prior to the requested date and was restored the next day, May 19, 2012.

Southern Connecticut Gas Company ("SCG") went through a conversion upgrade to their Customer Information System (CIS) in May 2012, and Ms. [redacted]'s interruption of service was due to a conversion issue. The issue was resolved as quickly as possible and SCG apologizes for any inconvenience that this caused her.

Ms. [redacted] billing for [redacted] Willow Street New Haven and [redacted] Putnam Ave Hamden are all corrected to reflect the dates she requested.

SCG is looking into a more customer friendly web site with more up to date features for our customers. There is a location on "Account Services", "Pay Your [redacted]" that has a feature for creating a new password. With future enhancements made to SCG's web site, this [redacted] make navigation on the site and completing transactions by our customers to be easier.

In regards to trying to contact Customer Service and speak with a representative, SCG is currently making plans for implementing a new Voice Response system (VRU) by the end of the year. This new VRU system [redacted] allow customers to select more options to streamline their calls. With these added options, this [redacted] free up agents to handle specific issues.

Again, SCG apologizes for the inconvenience that this issue caused Ms. [redacted] in 2012 and hope the next time she contacts the Company, it [redacted] be on a positive note.

Supervisor, Customer Relations

Southern Connecticut Gas Company

company won't give me a bill. have to call them up every month to get my balance with one account and then go to there web site and use a different account to pay my bill. Now that they have changed my account number again I will have to be put on hold with my cell phone for 47 minuites

Review: Dear Sir, I work as a Property manager in Bridgeport CT with many SCG accounts under my personal name to expedite the service for vacant units that require maintenance or fixing until it is rented with some units have annual service contract that gets renewed automatically.What I found is when I call CS in May to cancel a Service contract, it does not always get recorded; it is up to Customer service to cancel it or leave it on; that means customer will not find out it has not been canceled until it is too late, I discovered that when I called again to inquire about the wrong charges and CS stated they do not have that request in their records and now it is too late to cancel.I accepted it once as a mistake, but the second time it was clear it is more than a mistake.When I refused to pay it they added $30.00 additional charges as late fees.Unfortunately it is a monopoly that leaves me no other choice but to pay for their "mistake" and still keep doing business with them. They think they won my $149.00 while actually they lost my trust.Desired Settlement: Honestly record all customer service requests for cancelation, so it does not rely on customer service memory.

Business

Response:

January 13, 2014

Review: I moved out of my apartment 5/28/14 and I have been trying to reach the gas company to disconnect service since 5/21/14 (three weeks). I have called at least once each weekday, but often have tried several times per day. Each time I either get a busy signal or get disconnected while I am on hold. The first few times I called I waited on hold over 15 minutes and finally gave up, but more recently - the few times I don't get a busy signal - I am only on hold for a minute or two and then the line goes silent and I am disconnected. I also attempted to contact the company via email on 6/8/14 but have not yet received a response. Meanwhile, I am continuing to be charged for gas service in a residence I no longer live in...Desired Settlement: I would like my gas service discontinued retroactively to 5/29/14. I would also like the company to acknowledge and rectify the issues they are having with their customer service phone lines.

Business

Response:

June 26, 2014

Review: On 9/30/13 I made an online payment to the Southern CT Gas Company for my balance due which was approx. $35. After I made the payment I wanted to set up Recurring Payments online. There was a website issue that did not allow me to submit my request. I decided to call Customer Service and speak to a Rep. I made reference to the payment I had just made, gave her with the confirmation number and asked her to set up Recurring Payments. I provided ALL information she asked for: Date I wanted the payments made (I elected on the day the bill was due), payment amount to be for the current balance due, and I provided my Debit card information although the rep DID state that my Debit card account was already registered with them. The rep confirmed everything had been set up properly and apologized for the websites technical issue. On 4/13/14 I discovered a negative mark on my credit report. I was stunned and contacted SCG and spoke to a rep named [redacted] I advised her of the issue and asked her how this can be possible. She informed me she did not see Recurring Payments set up. She then stated that a Rep would never ask for my payment information unless I was making a payment. I told her that I WAS referencing the payment I had just made online AND setting up recurring. She stated that Reps do not set up Recurring Payments. I told her that's impossible! I spoke to someone on 9/30/13 who not only agreed to set this up for me but CONFIRMED that it was set up. She said she had no record of it and no record of my call! NO contact had been made for 7 months to let me know! Had I been aware I could have addressed this months ago and prevented this from happening. I asked her why I was not called or contacted by mail being notified of any account issue for 7 months. She stated she cant provide that information. I have NEVER gone months without making payments. I requested to pay my balance IN FULL to bring the account to ZERO and have the negative mark removed from my credit - stated she can't do that.Desired Settlement: I was contacted by supervisor [redacted]. I explained the situation to and ask why I was not contacted for 7 months! She stated emails were sent. I said I have NO emails from them in my inbox or Junk folder and asked why they would not contact a customer BY PHONE or BY MAIL. Her response verbatim it was 32 degrees and we dont contact people about accounts when the temperature drops! I am STUNNED! THIS MUST BE REMOVED FROM MY CREDIT REPORT! [redacted] - I will not stop!!!

Business

Response:

April 24, 2014

Review: This company has to be one of the worst experience I have had!I reported I had no heat early Friday morning, after an extensive hold time, I was told that they could come out Saturday but could not issue a specific time I would have to wait from 8am to possible 5pm. well I did! I got a call after 7pm that he was on his way and was 5 minutes away, the gas company van pulls in front of my house sits inside his van for 10 minutes and then drives away, I immediately called the number that had called me and his response was that he had another important call????in the mean time I have been with out heat with a new born in the house, a small dog and 2 adults!I find it disturbing that our government allows such company to be the only choice for their citizen to do business with and I believe they know we don't have a choice and we have to put up with this?? so I doesn't matter how dissatisfied any customer may be, myself as a consumer does not have a choice to switch to a better company that can at least have a little consideration for someone's situation also I had a similar experience with this company in the past!! needless to say its a cold night and I will not be having any gas service to power any of my needed appliances. Thank you,Rick MenjivarDesired Settlement: some compensation would be appreciated , I lost a full day from to sit at home and for them not to even show up!

Business

Response:

October 30, 2013

Review: Several attempts have been made to close the account and still billed with "estimates." SoConn Gas ignores requests and keeps billing.

We've made several attempts to have the account closed (XXXXXXXXXXXXXX) at an old property (541 [redacted] Ave, XXXXX) and it remains "Active." We shut down the boiler and the valve and now we're getting "estimates" on usage that are several hundred dollars a month. We've made several calls to inform them that we shut down the gas within the home since it's vacant. Instead, they send the bill off to collections ([redacted] and [redacted] PC) and continue to honor our requests. Spoke with their law firm and dispute process is unclear even after speaking with SoConn Gas' attorney. Either the organization's staff is unqualified to document their calls, or SoConn Gas' business practices call for further scrutiny.Desired Settlement: I need this bill to be retracted, the balance zero-ed out, and the account closed as we've requested over the past year or so. I also need a written letter confirming account closure - preferably notarized, but not necessary.

Business

Response:

Business Response /* (1000, 5, 2013/06/27) */

June 27, 2013

Revdex.com

Complaint Case #: XXXXXXXX

Consumer: [redacted]

This letter is in response to [redacted] regarding "Billing or Collection Issues" for 415 [redacted] Ave [redacted] CT.

The customer has been contacted by Southern Connecticut Gas Company ("SCG") for additional information regarding the complaint.

Below are the steps that Southern Connecticut will take to adjust the account:

1. Cancel all billing from November 7, 2012 to January 7, 2013

2. Notify [redacted] and [redacted] Credit Agency to clear the account of the debt.

3. Send a letter to Ms. [redacted] for her files that the account is closed and called back from the credit agency.

On June 28, 2013, a SCG technician is scheduled to lock the meter at 415 Franklin Ave Stratford, CT.

Ms. [redacted] was advised that, to complete all the steps mentioned above, it [redacted] take up to two (2) weeks.

SCG apologizes for any inconvenience that this issue has caused.

Supervisor, Customer Relations

Southern Connecticut Gas Company

Review: Southern Connecticut Gas did not install gas meter and initiate natural gas supply in as scheduled.Desired Settlement: Provide natural gas meter as requested.

Consumer

Response:

Fortunately, this issue has been resolved, the next day. Thank you

Review: previous complaint over charged resulted in being double charged

Product_Or_Service: annual service charge

Desired Settlement: DesiredSettlementID: Other (requires explanation)

correct the [redacted]

Business

Response:

Business Response /* (1000, 5, 2013/05/31) */

May 31, 2013

Revdex.com

Complaint Case #: 84119047

Consumer: Alfred Edward Moenter

This letter is in response to Alfred Moenter additional complaint regarding "Billing or Collection Issues" for [redacted] CT.

A further review of the adjustment that was entered on his account determined that he was debited again for the "Service Plan".

The account has been adjusted and his account balance now reflects a zero balance.

The Company apologizes for the inconvenience that this may have caused but the issue has been resolved.

Deborah Lisi

Supervisor, Customer Relations

Southern Connecticut Gas Company

Review: I was on a matching payment program with Southern Connecticut Gas. We were awarded a certain amount of money from the state of CT to help with our bill and SCG was going to match our payments as long as we made our payments before May 1st of 2014. During the last week of March, I called SCG to find out our balance and how much we had to pay. The representative told me that I had to pay $188.00 before May 1st for all of our payments to be matched including the payment that was awarded to us by the state. I also mentioned to the representative that we were moving on April 3rd and that I would need to shut off the gas to the old apartment we were living in. She said ok and was able to do that for us. I then confirmed with her again that I can make the payment of $188.00 before May 1st and asked if everything will be ok for us and that SCG will match the payments and our account balance will be zero. She confirmed with Yes. I said great! Thanks! On the third week of April I called SCG to make the final payment for the matching payment program. The representative told me that even though I am making the payment that SCG will not honor it because we shut the gas off at the old house and closed our account. I told her that that is not what the other representative told me three weeks ago. After getting nowhere with her, I asked to speak with a supervisor. I got a voice mail, left a message and received no call back. I called again and mentioned that SCG records the phone conversations and that they can look up the conversation that I had with the rep that told me that my payment would be matched. After getting nowhere again she hung up on me when I asked to speak to another supervisor. My account number is 0[redacted] I made the payment required and fulfilled my end.Desired Settlement: I would like SCG to honor the agreement that I was told by the representative that if we made the payment of 188 prior to may 1st that SCG would match the payments and we would have no remaining balance. I did what they said to do, now I am asking that they do what they promised they would do.

Business

Response:

May 27, 2014

Review: We opened our online account in May 2015, and thought we signed up for auto-pay. Since then, we received emails telling us what our bill amount was.

These emails included language such as "If you're enrolled with Recurring Payments or have Scheduled Future Payments, your payment will be made based on the information in your profile set-up." and "Thank you for your payment."

These emails (NOR the bills they referenced) did not ever use any language regarding delinquency. Never were the words "Past Due" (or any words resembling them) ever used. Everything seemed fine, thus, we never questioned that we weren't effectively enrolled in auto-pay.

We eventually called SCG because we felt our bill was confusing, since the account was open in May and it was September (this was all summertime usage). It turned out the bill was so high because it was accruing, and the person on the phone informed us we hadn't effectively set up auto pay, as we thought. We resolved payment immediately. When we asked if our account was in good standing, she also informed us that we'd been reported to a credit bureau last week. Again, we received no past due notices or any alarms raised by the company. This seems like a serious lapse on the company's part. We promptly paid our bill, as we had always intended to do. But the damages done to us are not taken lightly. We've reviewed every email sent to us regarding our online account, and there is no sufficient notice that there was any past due amount or delinquency. This is unacceptable and unethical practice. Email correspondence and delinquent bills need serious attention by this company.

When we called customer service to understand better what was going on, they continually interrupted and eventually hung up on us.

We are responsible for our bill, certainly there is no dispute about that. But SCG are responsible for notifying us if our bill hasn’t been paid. This never occurred. This credit report should be redacted.Desired Settlement: This credit report should be redacted and our credit should be corrected. Ideally, the company should ensure this doesn't happen to other well meaning customers, but our damages are the primary concern of this complaint.

Business

Response:

It was found that the customer received monthly bills that listed any payments to the accounts and any balances forward if there was a balance remaining from the previous month’s bill. In addition, it is stated at the bottom of each bill the company’s practices regarding credit reporting. • 4-27-15 statement, $64.21, was a current month’s bill. No balance forward. No payments listed. • 5-28-15 statement, $42.86, was a current month’s bill. No balance forward. $64.21 payment listed. • 6-25-15 statement, $67.27, listed $24.41 current month’s bill. Balance forward $42.86. No payments listed. • 7-28-15 statement, $93.42, listed $25.01 current month’s charges, $1.14 late payment charge, and a balance forward of $67.27. No payments listed.• 8-27-15 statement, $119.31, listed $24.97 current month’s charges, $ .92 late payment charge, and a balance forward of $93.42. No payments listed.• 9-28-15 statement, $145.97, listed $25.41 current month’s charges, $1.25 late payment charge, and a balance forward of $119.31. No payments listed. Regards,Patricia D[redacted]Review Officer

Review: I placed a call to Southern Connecticut Gas on or about December 21st 2013 to report a water leak from the relief valve on our boiler. I was told that the cost would be $125.00per hour in labor plus parts. I agreed and an appointment was made for a service representative to be at our home between 08:00am and 12:00pm on Monday December 23rd. I took the morning off work so that someone would be at the property to allow access to the boiler. However, by 1.00pm still nobody had arrived or called to change the ETA of the representative. In order to confirm the appointment I called Southern Connecticut Gas and was told that the service person was running late and was given no further explanation or apology. Finally, at approximately 3:30pm a very polite service representative arrived and immediately determined that the leak was being caused by a bad expansion tank. He went on to say that he did not have one in his truck but someone would return the following day to replace it. He also said that the relief valve would almost certainly need to be replaced as well. I ended up losing an entire day of work due to the tardiness of the representative and still the problem was not fixed.The next day I received a phone call from the parts/service department at Southern Connecticut Gas telling me that nobody would be able to return that day to replace the tank. As a result we then spent Christmas, emptying a bucket every 3 hours, worrying about the leak and if we were going to lose heat!Finally, after several phone calls, we were given a second appointment date and a service man arrived punctually the following morning.When I opened the front door to him, to my surprise and disgust, I found a sticker on the door from Southern Connecticut Gas stating that someone had been at our property the prior evening but was not able to gain access to the property. We had never been informed of this appointment and, when he arrived, we were across the street at our neighbors home. Had we been informed we would have stayed home and let him in. To make matters worse Southern Connecticut Gas later tried to charge us a $35.00 for him not being able to gain access!I then showed the service man where the expansion tank was and he immediately told me that he could not replace it alone and would need assistance from another service person. I then asked why he did not know what the job entailed since the first service representative had determined that both the expansion tank and probably the relief valve needed to be replaced. I went on to say that the initial service man, who was representative of Southern Connecticut Gas, had been to the job site, knew exactly what the job entailed and therefore the following representatives should have been onsite fully prepared. Eventually, a second service man arrived and the expansion tank was replaced within 15 minutes. I asked if they were going to replace the relief valve and was told that it did not need to be replaced. They left leaving the old expansion tank leaking water all over my basement floor!Because the second service representative spent most of his time at my property doing nothing more than waiting for his colleague to arrive, and then tried to charge me $188.00 in labor, I refused to sign his service ticket. After the expansion tank had been replaced the leak continued. I then had to once again call Southern Connecticut Gas and on 1-3-14 to relief valve was replaced and the problem was finally resolved.It took a lot less than an hour to diagnose the problem and replace both the expansion tank and the relief valve. I placed my service request during normally business hours and asked for a service response during normal business hours. I wasted almost an entire day waiting for a service representative who finally showed up well over 3 hours late and lost money by doing so but have no way of recouping that from Southern Connecticut Gas. However, Southern Connecticut Gas has the audacity of sending someone to my home, without first informing me of the date and time, then trying to bill me $35.00 because there was nobody home! In their defense they have subsequently credited the $35.00 back to our bill.This was a simple problem that was correctly diagnosed by the first service representative who was onsite. He said that both the expansion tank and relief valve needed to be replaced and they did. This work, diagnostic and replacement, should easily have been completed by a qualified individual in under an hour. Yet Southern Connecticut Gas is trying to bill me for 2 separate service visits and a total of $313.00 in labor! I am happy to pay $125.00 for an hour of standard time labor plus for the parts that were replaced (relief valve and expansion tank). But I refuse to pay for Southern Connecticut Gas field service representatives to wait around on my property for a colleague to arrive. Especially when they should have known what the job entailed before they arrived and should be able to replace the expansion tank on their own. Furthermore, any service activities that occurred outside of normal business hours were due to Southern Connecticut Gas not fulfilling the appointment commitments they had made with me which were within normal business hours.Desired Settlement: As I have always told Southern Connecticut Gas I am happy to pay $125.00 for an hour of standard labor plus the parts replaced (expansion tank and relief valve).

Business

Response:

April 8, 2014

Review: I updated my annual service contract to include a cleaning.This increased my payment $90 dollars. When I got my [redacted] it was $180 more.when I called they said they prorated my service contract for last year.I explained I did not get a cleaning last year and wanted it removed.They said I'm sorry Dave, I can not do that. (2001 Space Odyssey reference)I requested to have a supervisor (or non robot) call me back.My secondary concern is deceptive business practice.how many other people are they snookering and how many [redacted] pay without investigating.....

Desired Settlement: DesiredSettlementID: Refund

refund $90 "prorated" to last years contract.

Business

Response:

Business Response /* (1000, 5, 2013/05/01) */

May 1, 2013

Revdex.com

Complaint Case #: XXXXXXXX

Consumer: [redacted] Edward [redacted]

This letter is in response to [redacted] complaint regarding "Billing or Collection Issues" for 844 Ocean Ave West Haven, CT.

A review of the notes associated with this complaint has been completed and below are my findings.

Mr. [redacted] called on April 19, 2013 to increase his service plan from the Basic Insurance plan to the Select Comfort plan. The increase for this plan would be from $11.66 per month plus tax to $17.92 per month plus tax. This additional coverage would take to 15 days to be activated.

On April 29, 2013 the account was reviewed by a Supervisor and it was determined that due to an administrate error on April 19, 2013; the plan was billed for the year. On April 29, 2013, this error was corrected to reflect monthly billing and the customer was left two (2) voice messages advising him of the correction.

The Company apologizes for the inconvenience that this may have caused but the issue has been resolved.

Supervisor, Customer Relations

Southern Connecticut Gas Company

Review: Southern CT Gas placed a 250 dollar deposit on my account because I did not pay my bill on time. I called on July 2nd to have the deposit waived. I was switched to different representatives to finally tell me that they were going to waive the fee. On July 25, I spoke to a representative and she told me that the fee had not been waived. Also, this is negatively affecting my credit and they are threatening to disconnect my gas. As I spoke to the representative on July 25, I was told that the conversation about waiving the fee never took place because it was not in the notes. The representative spoke over me, was disrespectful, sarcastic, and extremely rude.Desired Settlement: Please refund me the deposit of 250 and send a letter to the credit company placing my account in good standing

Business

Response:

July 28, 2014

Review: The Southern Connecticut Gas Company sent me a bill for $877.59. I called them to ask why this amount for heating only the upstairs portion of a four bedroom apartment? I called the company on 3/12/2014 at 3:09pm. At 3:35pm a customer service representative named [redacted] answered the call. She asked the service address, which I gave her. She put me on hold, then hung up on me. I called the company back at 3:40pm. At 3:53pm the call was answered by another customer service representative named Alex. I asked why the bill was so high. He explained that I had a previous balance of $450.63. I answered that I pay the bill sent to me every month, how could I have a previous balance when the bill I received previously due on 2/4/2014 was for $357.49? He simply kept telling me that when my payments were processed meant that I could have a balance. Because he obviously was not understanding what I was trying to explain, I told him I wanted to speak to a supervisor. He was very resistant and argued with me, but eventually said I would get a call from a supervisor within 24 hours. He was basically telling me that I had two months worth of bills. I wanted to know how I could possibly be expected to pay for services I don't have a detail usage of, especially as I pay my bill every month. I want to know why I didn't get the previous bill. I want to know why it cost so much to heat a two bedroom apartment.Desired Settlement: I want them to send me the proper bill for the proper billing cycle 01/03/2014 to 02/03/2014 detailing the usage. If they are unable to do so, they are to disregard whatever that balance was and simply accept payment for the recent usage, for which I have a detailed bill. I should not have to pay a bill I was never sent. The due date of the previous bill is 2/04/2014 and there was no previous balance. The bill was paid in full. Now, the current bill is due on 04/4/14, where is the 3/4/14 bill?

Business

Response:

March 14, 2014

I got home from work today at 6 pm. SCH left a no on my door that they had shut off my gas, heat and hot water. No reason, just the notice. The notice said their customer service would only be available until 6:30 pm. Tried to call- on hold for 25 minutes and hung up to call emergency #. They said they would be out here before 12 am and just called back to say it would be "sometime tomorrow " . I asked to speak to a supervisor and that person, Barbara, clearly did not care and said I could call back at 8am tomorrow. In the meantime, I have an elderly person staying at my home and I have to take care of them and be at work at 8am. Can't go to work tomorrow if they do not come because they tell me they need to get in the house. I did not report a gas leak today and have no idea who did- it was not at my property. They shut off everything and now can't even tell me when I have to be here to let them in? Wondering if those employees that were so complacent and disinterested with my situation have heat and hot water in their homes tonight? Wondering if SCG would be so tolerant of their employees not going to work and if the employees would get paid for the day if they had to stay home in the cold to take care of this type of situation.