Technical Marketing Partners

We tried on several occasions to get in touch with [redacted] however he never returned our phone call.  On 10/2 the customers girlfriend *(the only person that calls on this account) called and stated she was the one who called the Revdex.com.  We advised her to have the cusomter...

of record call us to discuss this account.  To date he still has not contacted our office; however it appears tat on 10/2  $514 was paid to reconnect the gas account.  * had the gas on at this address prior to [redacted] White and owes a past debt.  It is our belief that [redacted] does not live here however has the service on for [redacted].  The gas service was restored on Saturday 10/3/2015

Good afternoon,  A service center supervisor will meet with Mr. [redacted] to discuss leveling the dirt pile described by Mr. [redacted].  The Buffalo area has received almost 5" of rain since the main line work was completed.  We have found that doing lawn restoration work after mid-October...

is not practical since the grass does not have a chance to start growing before the colder weather arrives.  The lawn restoration work will be started next spring once the weather warms up and the ground is dry enough to work on.  Sincerely,  National Fuel Customer Service

Good morning,  The lawn and sidewalk work is scheduled to be started the week of 9/25/17.  Sincerely,  National Fuel Customer Service

We received the complaint Revdex.com [redacted] by US Mail from the Revdex.com for Mr. [redacted] S. [redacted].    We called and spoke with Mr. [redacted] who is the owner of the property  The customer states he called in April 2013 to lock the service at 61 [redacted] Street, Buffalo New York.  We do see...

there is a contact on 4/3/13 from Mr. [redacted] regarding a collection termination notice.  Mr. [redacted] is the owner of the premise and the account was coded shared meter which means we cannot shut off the service unless the entire premise is vacant as his meter supplied service to the upper apartment.  There was a payment made on April 29, 2013 and there were other contacts in August 2013.  The house has been demolished.  We did offer to cancel all of the bills from May 2013 through September 2013 when the meters were finally locked.  This reduced the billing by  $107.38 which leaves a balance due of $566.96 which is the amount due after he made his last payment on April 29. 2013.  We offered to make a final bill agreement with Mr. [redacted] on the balance due.  We are waiting to hear back from the customer with proof of payments he states he made monthly on this account.

Good afternoon,National Fuel attempted to contact Ms. [redacted] on 12/13/16, 12/15/16, 12/20/16, and 12/22/16.  We did speak to her on 12/15/16 to explain that there were two different accounts that were in her name for that address since she closed (locked) the first one and then...

needed service resumed.  During the 12/15/16 conversation, Ms. [redacted] was advised that the two different balances were for the two separate accounts that she had with us.  We spoke to Ms. [redacted] today (12/22/16) and she plans to pay off the balance today.  National Fuel will contact the credit agency once the payment has posted to clear her credit record.  We will also send Ms. [redacted] a letter indicating that she has a zero balance once the payment posts.Sincerely,National Fuel Customer Service

Good morning,  A National Fuel representative met with Mr. [redacted] and a representative for the City of Buffalo.  National Fuel's contractor plans to have the road cut on S Elmwood Ave near Carey St repaired by either the end of this week (9/16/16) or next week...

(9/23/16).   Sincerely,   National Fuel

Good morning, National Fuel contacted Ms. [redacted] on 9/15/16 so that we could explain why the adjustment was made to her account and to work out an agreement to resolve this issue.  The adjustment was made in compliance with the Home Energy Fair Practices Act (HEFPA) to bill Ms....

[redacted] for natural gas that she used while living here.  We offered Ms. [redacted] a partial credit towards her final bill and the option to enter into a final bill agreement for the remaining balance.  Ms. [redacted] said that she would call us back however we have not heard back from her as of the close of business on 9/26/16. Sincerely, National Fuel Consumer Business

Good morning, The Quality Assurance group contacted Ms. [redacted]'s daughter on 5/12/17 to discuss the billing adjustment.  As seen in the attached billing adjustment letter dated April 20, 2017, the bill adjustment was for $206.68 based on a recent meter reading.  We reviewed the...

account history with Ms. [redacted]'s daughter however she stated that she will not be paying the adjusted bill because it was National Fuel's error.  She requested a copy of the account history and then ended the call.  We mailed her a copy of the account history on Friday, 5/12/17.   Ms. [redacted] has been properly billed for natural gas used.  The customer has the option to enter into a payment arrangement for the adjustment amount if she would like more time to pay these charges.  Sincerely,  National Fuel Customer Service

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]

Good afternoon, National Fuel met with Mr. [redacted] on 5/8/17 to discuss the where Mr. [redacted] thought we had damaged his drain tile.  A plumber was sent to the site on 5/9/17 to get a visual inspection of the drain tile system using a remote camera.  The investigation revealed that...

there was no damage to the drain tile system.  A National Fuel foreman left a message with Mr. [redacted] on 5/9/17 with the results of the investigation and provided a call-back number if he had any additional questions.  Sincerely,  National Fuel Customer Service

Good morning, Mr. [redacted]'s $1,100 reimbursement request has been denied per the attached letter. Sincerely,  National Fuel Customer Service

Good afternoon, Due to a clerical error, National Fuel issued two checks rather than one check to refund the money owed to Mr. [redacted].  The first check for $278.91 was issued on 8/10/16 and deposited by Mr. [redacted] on 8/25/16.  The second check for $137.42 was issued on 8/12/16 and...

deposited by Mr. [redacted] on 8/17/16.    We spoke with Mr. [redacted] on 8/25/16 and he confirmed that he did receive and deposit the second check.   We apologize for the incorrect direct debit payment that was posted to his account that created this issue.   Sincerely,   National Fuel

National Fuel and the contractor reached out to Mr. [redacted] on 7/22/16 and advised him that the repairs should be completed by Tuesday, 7/26/16.  The repairs were made on 7/26/16.  Mr. [redacted] called Todd on 7/28/16 shortly after 5 PM and said that he was happy with our response...

and was satisfied with the sidewalk restoration.

We spoke to Mr. [redacted] on November 5, 2015 and advised him that we credited his account for the May - September 2013 charges in an effort to resolve his complaint made through the Revdex.com.  Mr. [redacted] still has a balance on the account since he has made only one payment on the account.  The April 2015 payment satisfied the Standard Agreement down payment amount which was enough to stop collections on the account.   Mr. [redacted] was also advised that since the gas meter for this account provides service to more than one residential unit (apartment), the account must be in the name of the owner under NY's Shared Meter Law.  Mr. [redacted]'s tenants benefited from the natural gas service and he is responsible for those bills.  Mr. [redacted] was billed every month and he made no mention that he wanted to end service until 8/14/13.  National Fuel has offered Mr. [redacted] the option to enter into a Final Bill agreement for the remaining balance on his account at which point we would remove the record from the collection agency.  To date, Mr. [redacted] has not accepted our offer.  There will be no additional bill credits applied to Mr. [redacted]'s account as the gas was used by Mr. [redacted]'s tentants.   Mr. [redacted] received a monthly bill for these charges.  Mr. [redacted] still has the option to enter into a Final Bill agreement with National Fuel.  He also has the option to enter into a payment agreement directly with the collection agency.

First, we would like to apologize to Mr. [redacted] for the amount of time it has taken to repair the damage to his property.  We have been in contact with the contractor, that was working for National Fuel, who caused the damage and the insurance company who is processing the damage claim.  The...

Property Adjuster from Erie Insurance spoke to Mr. [redacted] this afternoon (8/10/16) and informed him to get a repair estimate.  We spoke to Mr. [redacted] shortly after this call and Mr. [redacted] was unsure of that type of contractor to call.  We reached out to our DuBois Service Center to get a list of some contractors who do this type of work and provided the information to Mr. [redacted].   We provided Mr. [redacted] with a contact person at National Fuel that he can call directly if he has any additional questions or problems regarding this matter.   Sincerely,   National Fuel

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
National fuel was good with attempting to restore my service. I appreciate that part very well, however, it's more likely inevitable that gps be used to better assists customers with arrival times of technicians. I was frustrated on not knowing the approx ETA. On aug 23 or aug 24, I can't recall the exact date, I scheduled an appointment at 900am and was waiting all day for arrival.  On that day, I had to switch from calling regular number to emergency number, finally at 830 pm, I was told technician was called to an emergency. I understand that aspect, but, it would have better missing a one hour time window instead of a 11 hour window. Overall, I understand codes and policies and procedures of national fuel. The main issue was the waiting and anticipation which made the situation worse. The last 2 technicians I had were very knowledgeable and polite and helpful. The final technician was extremely considerate to whole situation and I was happy that day because I was active within a few hours of calling in.my second issue with the corner curb on my property, isn't resolved just yet, I'm waiting for a callback from the foreman
Regards,  
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  As stated in responce from national fuel my conversation with them in april was regarding collection to avoid shut of for none payment. This was NOT when I requested shut off. I had called to discontinue service late jan or early feb and they refused, I then stopped paying my bills. In April they called to threaten shut off if I did not pay which is what I wanted and I informed them of that again. Later that month my tenant made a partial payment which delayed the shut off even longer. The recent offer from national fuel is a step in the right direction but does not correct the problem  Regards,  [redacted]