Spire

Spire...

                                        ...⇄ Community Services Department                                         ...⇄ Revdex.com Received 11/20/17                                         ...⇄ CASD Investigator: [redacted] ________________________________________________________________________________...⇄         Customer Info:                Account ID: [redacted]                                   Complaint ID: [redacted]                                                                     ...⇄                                                  ...⇄ Rate: GH Residential           ________________________________________________________________________________...⇄ Comments / Resolution:   Ms. H____ filed a complaint with the Revdex.com stating on November 15, 2017 a technician came out to restore her service because her service had been previously disconnected and the technician that came to reconnect her services a few weeks prior stated that he would have to cap the oven because he was detecting a leak of some sort. Ms. H_____ states that her oven has always worked for me with no problem. However, I allowed the Laclede technician to cap the oven because I needed my service restored. He then advised her that if she needed to get a new pipe ran and everything would be fine. She called a heating and cooling person and he informed her that the Spire technician had cut a large chunk out of her pipe and capped it. The contractor said that the technician should have just capped the stove at the shut off valve which was in the closet behind the oven. Ms. H_____ had to buy a new pipe and the repair man connected the pipe and her pilot light is lit however, there is no smell of gas but her oven will not come on at all. She states she had never had this issue before and her oven had always worked. She contacted the Company and explained that her oven was working fine prior to the reconnection issue that took place. The representative advised her that the fee for the service call would be waived then she was advised that the Supervisor stated that due to her credit rating the fee would not be waived. The representative advised Ms. H____ that she would contact a foreman over the technicians and they would be able to help me more since she would not be able to waive the service fee. Ms. H_____ asked her when she would hear from the foreman and was advised it would possibly be that day since it was early; Ms. ____ advised the Representative that if she did not hear anything she was contacting the Revdex.com.   Ms. H____ is requesting that her oven be repaired at no charge.   Upon receipt of the complaint, I forwarded Ms. H______ ‘s concerns to the Foreman and technicians that capped the line.  The Foreman advised me that he spoke to the technician and the technician stated the built-in oven had no shut off valve so the only way for him to check for leaks was to cut the gas line in the basement and cap it off, he did so with Ms. H_____’s permission, the oven is very old, he was able to leave her gas on with the oven out of the system.  The Foreman stated that on 11/20/17 a technician arrived for an odor of gas at the oven and when he was there he got the oven to work. The Foreman called Ms. H____ on 12/01/17 and left a message requesting she call him directly.  He stated that at this time she has not returned his call.   Account Details:   On 08/16/17, the gas service was disconnected for non-payment.On 08/16/17, payment was made to restore service; the reconnection was scheduled for 08/17/17.On 08/17/17, the technician arrived and noted on his ticket that there was an old wall oven that had no shut off valve visible.  He noted on the ticket that the customer gave permission for him to cut and plug the line in the basement. Once that was completed he was able to restore the gas service. NOTE: There was no contact from the customer until 11/20/17.  On 11/20/17, Ms. H_____ called and stated there was an odor of gas at the built-in oven.  The technician noted that the oven is a 50-year-old with mini pilot, oven was not working. He stated that after he pushed the red safety the oven worked.          Distribution:  [redacted], Revdex.com, File   THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION