Thank you for a relaying [redacted] ***’s reply regarding complaint # [redacted] regarding natural gas service at [redacted] *** Mr [redacted] is correct, the previous Texas Gas Service (TGS) response referenced the incorrect address as the subject of his complaint The only address listed on the original complaint was [redacted] *** Mr [redacted] does not have a TGS account at that address Texas Gas Service staff researched the account associated with the Exchange Drive address Upon review of account notes associated with the Exchange Drive address, Mr [redacted] did provide Texas Gas Service with a faxed copy of a $deposit receipt dated March 3, 2003, which was issued by Southern Union Gas In 2004, Southern Union’s billing system was converted into the system currently in use Per account records, at that time, there was no history of a deposit As such, TGS staff concluded that Mr***’s deposit was applied to his account, upon completion of first year of on-time bill payments As a courtesy, the remaining unpaid balance of $on the account will be forgiven The debt will be removed from a collections agency, which could take up to days to clear The account will reflect a zero balance No refund will be issued We appreciate the opportunity to resolve this issue and improve service to our customers Please let me know if I can be of further service Thank you, [redacted] ***
PBox Harlingen, TX texasgasservice.com January 13, [redacted] Resolution Specialist Revdex.com La Posada Drive Austin, TX Dear *** [redacted] Texas Gas Service has responded to Complaint # [redacted] filed by [redacted] Before addressing Ms [redacted] 's complaint regarding the November bill, on behalf of Texas Gas Service, I apologize for the communication confusion upon contact with customer service representativesRegarding Ms [redacted] 's' complaint, the account for [redacted] has been credited in the amount of $and we thank you for bringing this to our attentionWe appreciate the opportunity to resolve this issue and improve service to our customersPlease let me know if I can be of further serviceThank you, [redacted] Community Relations Manager
Tell us why here...December 1, 2015Andrea [redacted] Resolution SpecialistBetter Business BureauLa Posada DriveAustin, Tx 78752Dear Ms [redacted] :Texas Gas Service has responded to Complaint # [redacted] Before addressing Mr [redacted] complaint regarding the scheduled installation of a new line, on behalf of Texas Gas Service, I apologize for the communication confusion upon contact with customer service representativesRegarding Mr [redacted] ’ complaint, per customer development staff, the standard wait time for installation of a new line – from date ordered – is six to weeks Mr [redacted] line was installed Nov13, well within this time frame as his order was submitted Oct5.We appreciate the opportunity to resolve this issue and improve service to our customers Please let me know if I can be of further service.Thank you, [redacted] Texas Gas Service POBox Harlingen, TX
October 9, [redacted] ***Resolution SpecialistRevdex.com Complaint DepartmentLa Posada DriveAustin, Texas 78752Dear Ms***:Thank you for providing Texas Gas Service (TGS) the opportunity to respond to a complaint filed by [redacted] S [redacted] , Complaint Activity Report Case # [redacted] , regarding natural gas service at [redacted] Regarding the customer’s desired resolution of a refund of $143.76, according to the rules of service, inserted below, a customer is required to pay the total amount of his account then due and service shall be restored as soon as feasible after the receipt of the request.RE-ESTABLISHMENT OF SERVICEFOR NON-PAYMENTWhen service has been disconnected for non-payment, the Company shall require that the Customer pay the total amount of his account then due plus the prescribed reconnect fee or make satisfactory arrangements for that payment before service is reinstitutedRECONNECTIONThe Company shall restore service as soon as feasible after receipt of the request and compliance with the requirements of this SectionThe restoration of service will be accomplished as expeditiously as scheduling permits.TGS will not refund the $for the following reasons:? Ms [redacted] had an accumulated balance since the May 13th billing cycle: May $56.89, June $20.16, July $20.16, August $23.39, September $22.43, and her last payment was May 1st in the amount of $She consumed gas during this period.? Ms [redacted] had her gas reconnected on October 6th following payment of $on September 30thDuring the period of time service was off, there was not consumption of gas registering on the meter; therefore, no adjustment is available to credit Ms [redacted] .? Ms [redacted] was scheduled for reconnection of service in the next available slot, which unfortunately for Ms [redacted] , left her without gas service for a few days due to the workload of calls for service TGS had at that timeHowever, the timeline for the service reconnection certainly was reasonable.TGS is willing to waive the collection and connection fees of $and $21.05, as we understand it was inconvenient for Ms [redacted] to be without gas service during the period between the disconnection and the reconnection of serviceA credit of $will be applied to her account.Thank you,
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 meHowever, I would like to see these people get their act togetherI had other utilities turned off with no notice but they were able to be turned on in a more timely mannerThe Gas was the first to be turned off and the last to be turned on by a wide marginTheir response was cookie cutter and frankly, insults my intelligence, but I understand this may be the extent of theirs so I will note that I am dealing with the lowest common denominator and accept it for what it isThank you Revdex.com, you're alright, I don't care what they say about you Regards, [redacted]
Thank you for relaying complaint # [redacted] filed by [redacted] regarding natural gas service at [redacted] *** Before discussing the response, on behalf of Texas Gas Service, I apologize to Mr [redacted] regarding miscommunication about a response to his account research request Texas Gas Service maintains account information from for*** Per Mr***’s account history, there is no active deposit on the account The deposit, and interest, would have been refunded at an earlier date Texas Gas Service refunds deposits, plus interest, after 12-consecutive months of on-time payments by a customer We appreciate the opportunity to resolve this issue and improve service to our customers Please let me know if I can be of further service Thank you, [redacted] Texas Gas Service [redacted] ***
This letter is in response to a complaint filed by [redacted] , Case # [redacted] , of Austin, TX regarding disconnection of service for nonpaymentA review of account records indicates that Ms [redacted] ’s natural gas service was connected on Jana Thank you for bringing this issue to our attention Please let me know if I can be of further service
Per your request, TGS acknowledges receipt of complaint ID [redacted] filed by [redacted] * [redacted] of El Paso, which was submitted to the Revdex.com Oct I received the complaint Octat my [redacted] accountMy El Paso counterpart, [redacted] ***, worked with staff to resolve the complaint She submitted a written reply earlier this month to the Revdex.com portalShe will resend a copy of that reply tomorrow to your email address listed above She is not in the office today, Will you please designate [redacted] as the TGS contact for complaints filed by customers from El Paso, the Permian Basin and southwest areas of the state? Please list me as a secondary contact, at the following email addresses: [redacted] and [redacted] Please let me know if you have any questions ***’s contact info is below: Email: ***.***@onegas.com Phone: [redacted] Thank you, [redacted] Community Relations Manager [redacted]
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] ***
Our records indicate that a disconnect notice was mailed to the customer on October indicating service interruption scheduled on or after October The notice states that payment or arrangements must be made prior to that date No payment was received and there was no response from the customer The service was interrupted October 27, and a credit card payment was processed by the customer after the service was interrupted An order to reconnect the service has been scheduled for October - there were no earlier time frames available A technician will call shortly before arriving at the property There will need to be an adult present for the service to be reconnected
Thank you for a second opportunity to address this customer’s issue Below is a copy of the response originally submitted on November 2, 2016: Mr [redacted] ’s turn on order has been scheduled for the first available date, in part to accommodate his request for a morning time frame Due to the nature of natural gas, exact time appointments are not offered, as each individual order can take varying amounts of time, and the schedule can be interrupted with emergency orders Because the technician will need access inside the home to perform required safety checks, an adult must be present for the service to be turned on---- Our records do indicate that the service was turned on November 4, at 8:24a
This letter is in response to a complaint filed by [redacted] , Case # [redacted] , of [redacted] regarding a customer service issue. A review of account records indicates that reconnection of Ms. [redacted] ’s natural gas service has been scheduled for today, per the... customer’s request. Thank you for bringing this issue to our attention. Please let me know if I can be of further service. Thank you, Carmen Luevanos Community Relations Manager Texas Gas Service 1301 S. Mopac Expwy, #400 Austin, Texas 78746 P: 512-370-5596 [email protected]
Complaint: ***
I am rejecting this response because: Texas Gas Service is treating my account as a courtesy or charity caseAs MsCarmen stated, TGS concluded that my deposit was applied sometime within the first year She has "NO" proof!Texas Gas Service is not trying to resolve this issue nor improve service to their customersI want my account removed from collections and my hard earned money refunded
Regards,
*** ***
Per your request, TGS acknowledges receipt of complaint ID *** filed by *** *** of El Paso, which was submitted to the Revdex.com Oct4. I received the complaint Octat my *** accountMy El Paso counterpart, *** ***, worked with staff to
resolve the complaint. She submitted a written reply earlier this month to the Revdex.com portalShe will resend a copy of that reply tomorrow to your email address listed above. She is not in the office today, Will you please designate *** as the TGS contact for complaints filed by customers from El Paso, the Permian Basin and southwest areas of the state? Please list me as a secondary contact, at the following email addresses: *** and *** Please let me know if you have any questions. ***’s contact info is below: Email: ***.***@onegas.com Phone: *** Thank you, *** Community Relations Manager ** *** ** ***
***
October 9, 2015*** ***Resolution SpecialistRevdex.com Complaint DepartmentLa Posada DriveAustin, Texas 78752Dear Ms***:Thank you for providing Texas Gas Service (TGS) the opportunity to respond to a complaint filed by *** S***, Complaint Activity Report Case #***, regarding natural gas service at *** *** *** *** *** ** *** ***Regarding the customer’s desired resolution of a refund of $143.76, according to the rules of service, inserted below, a customer is required to pay the total amount of his account then due and service shall be restored as soon as feasible after the receipt of the request.RE-ESTABLISHMENT OF SERVICEFOR NON-PAYMENTWhen service has been disconnected for non-payment, the Company shall require that the Customer pay the total amount of his account then due plus the prescribed reconnect fee or make satisfactory arrangements for that payment before service is reinstitutedRECONNECTIONThe Company shall restore service as soon as feasible after receipt of the request and compliance with the requirements of this SectionThe restoration of service will be accomplished as expeditiously as scheduling permits.TGS will not refund the $for the following reasons:? Ms*** had an accumulated balance since the May 13th billing cycle: May $56.89, June $20.16, July $20.16, August $23.39, September $22.43, and her last payment was May 1st in the amount of $She consumed gas during this period.? Ms*** had her gas reconnected on October 6th following payment of $on September 30thDuring the period of time service was off, there was not consumption of gas registering on the meter; therefore, no adjustment is available to credit Ms***.? Ms*** was scheduled for reconnection of service in the next available slot, which unfortunately for Ms***, left her without gas service for a few days due to the workload of calls for service TGS had at that timeHowever, the timeline for the service reconnection certainly was reasonable.TGS is willing to waive the collection and connection fees of $and $21.05, as we understand it was inconvenient for Ms*** to be without gas service during the period between the disconnection and the reconnection of serviceA credit of $will be applied to her account.Thank you,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, I would like to see these people get their act togetherI had other utilities turned off with no notice but they were able to be turned on in a more timely mannerThe Gas was the first to be turned off and the last to be turned on by a wide marginTheir response was cookie cutter and frankly, insults my intelligence, but I understand this may be the extent of theirs so I will note that I am dealing with the lowest common denominator and accept it for what it isThank you Revdex.com, you're alright, I don't care what they say about you
Regards,
*** ***
This letter is in response to a complaint filed by *** ***, Case # ***, of *** *** ** *** ** regarding a customer service issue A review of account records indicates that reconnection of Ms***’s natural gas service has been scheduled for today, per the
customer’s request Thank you for bringing this issue to our attention. Please let me know if I can be of further service Thank you, Carmen Luevanos Community Relations Manager Texas Gas Service SMopac Expwy, #Austin, Texas P: [email protected]
Texas Gas Service has responded to Complaint #*** filed by *** *** ** *** *** *** *** ** Before discussing the response, on behalf of Texas Gas Service, I apologize to Mr*** regarding miscommunication about the required presence of an adult for natural gas service
connection Mr***’s natural gas service was connected this afternoon Additionally, a $initiation fee was waived as a courtesy We appreciate the opportunity to resolve this issue and improve service to our customers. Please let me know if I can be of further service
Thank you for providing Texas Gas Service the opportunity to respond to our valued customer’s concernsOur customer was not disconnected over the weekend. The Rules of Service for El Paso, in section 18.1, do not permit disconnection for nonpayment on Friday, Saturday, Sunday, holiday, or day
before a holiday unless company personnel are available on that day for the purpose of making collections or reconnecting serviceOur customer was disconnected on Thursday, February 18th. The balances to be paid included past due December ($254.70) and January ($228.40). The customer’s home is yards or so from the meter and the customer also has a pool heater. Additional gas pressure had to be run through the gas lines in order for the appliances to run properly. There is a pressure factor on our customer’s bill for this reason, requiring the $deposit. Texas Gas Service agrees to refund the deposit of $with the understanding that if the account is disconnected for non-payment again, and/or establishes a less than satisfactory payment history, a deposit will be assessed at that timeIf there are any questions about bill amounts or payment history, we encourage our customers to lto their account at www.texasgasservice.com, or to contact our customer service representatives at 1-800-700-
Thank you for a relaying *** ***’s reply regarding complaint #*** regarding natural gas service at *** *** *** *** *** *** *** *** Mr*** is correct, the previous Texas Gas Service (TGS) response referenced the incorrect address as the subject of his complaint. The only address listed on the original complaint was *** *** *** *** *** ***. Mr*** does not have a TGS account at that address Texas Gas Service staff researched the account associated with the Exchange Drive address. Upon review of account notes associated with the Exchange Drive address, Mr*** did provide Texas Gas Service with a faxed copy of a $deposit receipt dated March 3, 2003, which was issued by Southern Union Gas In 2004, Southern Union’s billing system was converted into the system currently in use. Per account records, at that time, there was no history of a deposit. As such, TGS staff concluded that Mr***’s deposit was applied to his account, upon completion of first year of on-time bill payments. As a courtesy, the remaining unpaid balance of $on the account will be forgiven. The debt will be removed from a collections agency, which could take up to days to clear. The account will reflect a zero balance. No refund will be issued We appreciate the opportunity to resolve this issue and improve service to our customers. Please let me know if I can be of further service Thank you, *** ***
*** *** ***
*** ** *** ***
*** ** ***
Thank you for a relaying [redacted] ***’s reply regarding complaint # [redacted] regarding natural gas service at [redacted] *** Mr [redacted] is correct, the previous Texas Gas Service (TGS) response referenced the incorrect address as the subject of his complaint The only address listed on the original complaint was [redacted] *** Mr [redacted] does not have a TGS account at that address Texas Gas Service staff researched the account associated with the Exchange Drive address Upon review of account notes associated with the Exchange Drive address, Mr [redacted] did provide Texas Gas Service with a faxed copy of a $deposit receipt dated March 3, 2003, which was issued by Southern Union Gas In 2004, Southern Union’s billing system was converted into the system currently in use Per account records, at that time, there was no history of a deposit As such, TGS staff concluded that Mr***’s deposit was applied to his account, upon completion of first year of on-time bill payments As a courtesy, the remaining unpaid balance of $on the account will be forgiven The debt will be removed from a collections agency, which could take up to days to clear The account will reflect a zero balance No refund will be issued We appreciate the opportunity to resolve this issue and improve service to our customers Please let me know if I can be of further service Thank you, [redacted] ***
PBox Harlingen, TX texasgasservice.com January 13, [redacted] Resolution Specialist Revdex.com La Posada Drive Austin, TX Dear *** [redacted] Texas Gas Service has responded to Complaint # [redacted] filed by [redacted] Before addressing Ms [redacted] 's complaint regarding the November bill, on behalf of Texas Gas Service, I apologize for the communication confusion upon contact with customer service representativesRegarding Ms [redacted] 's' complaint, the account for [redacted] has been credited in the amount of $and we thank you for bringing this to our attentionWe appreciate the opportunity to resolve this issue and improve service to our customersPlease let me know if I can be of further serviceThank you, [redacted] Community Relations Manager
Tell us why here...December 1, 2015Andrea [redacted] Resolution SpecialistBetter Business BureauLa Posada DriveAustin, Tx 78752Dear Ms [redacted] :Texas Gas Service has responded to Complaint # [redacted] Before addressing Mr [redacted] complaint regarding the scheduled installation of a new line, on behalf of Texas Gas Service, I apologize for the communication confusion upon contact with customer service representativesRegarding Mr [redacted] ’ complaint, per customer development staff, the standard wait time for installation of a new line – from date ordered – is six to weeks Mr [redacted] line was installed Nov13, well within this time frame as his order was submitted Oct5.We appreciate the opportunity to resolve this issue and improve service to our customers Please let me know if I can be of further service.Thank you, [redacted] Texas Gas Service POBox Harlingen, TX
October 9, [redacted] ***Resolution SpecialistRevdex.com Complaint DepartmentLa Posada DriveAustin, Texas 78752Dear Ms***:Thank you for providing Texas Gas Service (TGS) the opportunity to respond to a complaint filed by [redacted] S [redacted] , Complaint Activity Report Case # [redacted] , regarding natural gas service at [redacted] Regarding the customer’s desired resolution of a refund of $143.76, according to the rules of service, inserted below, a customer is required to pay the total amount of his account then due and service shall be restored as soon as feasible after the receipt of the request.RE-ESTABLISHMENT OF SERVICEFOR NON-PAYMENTWhen service has been disconnected for non-payment, the Company shall require that the Customer pay the total amount of his account then due plus the prescribed reconnect fee or make satisfactory arrangements for that payment before service is reinstitutedRECONNECTIONThe Company shall restore service as soon as feasible after receipt of the request and compliance with the requirements of this SectionThe restoration of service will be accomplished as expeditiously as scheduling permits.TGS will not refund the $for the following reasons:? Ms [redacted] had an accumulated balance since the May 13th billing cycle: May $56.89, June $20.16, July $20.16, August $23.39, September $22.43, and her last payment was May 1st in the amount of $She consumed gas during this period.? Ms [redacted] had her gas reconnected on October 6th following payment of $on September 30thDuring the period of time service was off, there was not consumption of gas registering on the meter; therefore, no adjustment is available to credit Ms [redacted] .? Ms [redacted] was scheduled for reconnection of service in the next available slot, which unfortunately for Ms [redacted] , left her without gas service for a few days due to the workload of calls for service TGS had at that timeHowever, the timeline for the service reconnection certainly was reasonable.TGS is willing to waive the collection and connection fees of $and $21.05, as we understand it was inconvenient for Ms [redacted] to be without gas service during the period between the disconnection and the reconnection of serviceA credit of $will be applied to her account.Thank you,
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 meHowever, I would like to see these people get their act togetherI had other utilities turned off with no notice but they were able to be turned on in a more timely mannerThe Gas was the first to be turned off and the last to be turned on by a wide marginTheir response was cookie cutter and frankly, insults my intelligence, but I understand this may be the extent of theirs so I will note that I am dealing with the lowest common denominator and accept it for what it isThank you Revdex.com, you're alright, I don't care what they say about you Regards, [redacted]
Thank you for relaying complaint # [redacted] filed by [redacted] regarding natural gas service at [redacted] *** Before discussing the response, on behalf of Texas Gas Service, I apologize to Mr [redacted] regarding miscommunication about a response to his account research request Texas Gas Service maintains account information from for*** Per Mr***’s account history, there is no active deposit on the account The deposit, and interest, would have been refunded at an earlier date Texas Gas Service refunds deposits, plus interest, after 12-consecutive months of on-time payments by a customer We appreciate the opportunity to resolve this issue and improve service to our customers Please let me know if I can be of further service Thank you, [redacted] Texas Gas Service [redacted] ***
This letter is in response to a complaint filed by [redacted] , Case # [redacted] , of Austin, TX regarding disconnection of service for nonpaymentA review of account records indicates that Ms [redacted] ’s natural gas service was connected on Jana Thank you for bringing this issue to our attention Please let me know if I can be of further service
Per your request, TGS acknowledges receipt of complaint ID [redacted] filed by [redacted] * [redacted] of El Paso, which was submitted to the Revdex.com Oct I received the complaint Octat my [redacted] accountMy El Paso counterpart, [redacted] ***, worked with staff to resolve the complaint She submitted a written reply earlier this month to the Revdex.com portalShe will resend a copy of that reply tomorrow to your email address listed above She is not in the office today, Will you please designate [redacted] as the TGS contact for complaints filed by customers from El Paso, the Permian Basin and southwest areas of the state? Please list me as a secondary contact, at the following email addresses: [redacted] and [redacted] Please let me know if you have any questions ***’s contact info is below: Email: ***.***@onegas.com Phone: [redacted] Thank you, [redacted] Community Relations Manager [redacted]
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] ***
Our records indicate that a disconnect notice was mailed to the customer on October indicating service interruption scheduled on or after October The notice states that payment or arrangements must be made prior to that date No payment was received and there was no response from the customer The service was interrupted October 27, and a credit card payment was processed by the customer after the service was interrupted An order to reconnect the service has been scheduled for October - there were no earlier time frames available A technician will call shortly before arriving at the property There will need to be an adult present for the service to be reconnected
Thank you for a second opportunity to address this customer’s issue Below is a copy of the response originally submitted on November 2, 2016: Mr [redacted] ’s turn on order has been scheduled for the first available date, in part to accommodate his request for a morning time frame Due to the nature of natural gas, exact time appointments are not offered, as each individual order can take varying amounts of time, and the schedule can be interrupted with emergency orders Because the technician will need access inside the home to perform required safety checks, an adult must be present for the service to be turned on---- Our records do indicate that the service was turned on November 4, at 8:24a
This letter is in response to a complaint filed by [redacted] , Case # [redacted] , of [redacted] regarding a customer service issue. A review of account records indicates that reconnection of Ms. [redacted] ’s natural gas service has been scheduled for today, per the... customer’s request. Thank you for bringing this issue to our attention. Please let me know if I can be of further service. Thank you, Carmen Luevanos Community Relations Manager Texas Gas Service 1301 S. Mopac Expwy, #400 Austin, Texas 78746 P: 512-370-5596 [email protected]
Complaint: ***
I am rejecting this response because: Texas Gas Service is treating my account as a courtesy or charity caseAs MsCarmen stated, TGS concluded that my deposit was applied sometime within the first year She has "NO" proof!Texas Gas Service is not trying to resolve this issue nor improve service to their customersI want my account removed from collections and my hard earned money refunded
Regards,
*** ***
Per your request, TGS acknowledges receipt of complaint ID *** filed by *** *** of El Paso, which was submitted to the Revdex.com Oct4. I received the complaint Octat my *** accountMy El Paso counterpart, *** ***, worked with staff to
resolve the complaint. She submitted a written reply earlier this month to the Revdex.com portalShe will resend a copy of that reply tomorrow to your email address listed above. She is not in the office today, Will you please designate *** as the TGS contact for complaints filed by customers from El Paso, the Permian Basin and southwest areas of the state? Please list me as a secondary contact, at the following email addresses: *** and *** Please let me know if you have any questions. ***’s contact info is below: Email: ***.***@onegas.com Phone: *** Thank you, *** Community Relations Manager ** *** ** ***
***
October 9, 2015*** ***Resolution SpecialistRevdex.com Complaint DepartmentLa Posada DriveAustin, Texas 78752Dear Ms***:Thank you for providing Texas Gas Service (TGS) the opportunity to respond to a complaint filed by *** S***, Complaint Activity Report Case #***, regarding natural gas service at *** *** *** *** *** ** *** ***Regarding the customer’s desired resolution of a refund of $143.76, according to the rules of service, inserted below, a customer is required to pay the total amount of his account then due and service shall be restored as soon as feasible after the receipt of the request.RE-ESTABLISHMENT OF SERVICEFOR NON-PAYMENTWhen service has been disconnected for non-payment, the Company shall require that the Customer pay the total amount of his account then due plus the prescribed reconnect fee or make satisfactory arrangements for that payment before service is reinstitutedRECONNECTIONThe Company shall restore service as soon as feasible after receipt of the request and compliance with the requirements of this SectionThe restoration of service will be accomplished as expeditiously as scheduling permits.TGS will not refund the $for the following reasons:? Ms*** had an accumulated balance since the May 13th billing cycle: May $56.89, June $20.16, July $20.16, August $23.39, September $22.43, and her last payment was May 1st in the amount of $She consumed gas during this period.? Ms*** had her gas reconnected on October 6th following payment of $on September 30thDuring the period of time service was off, there was not consumption of gas registering on the meter; therefore, no adjustment is available to credit Ms***.? Ms*** was scheduled for reconnection of service in the next available slot, which unfortunately for Ms***, left her without gas service for a few days due to the workload of calls for service TGS had at that timeHowever, the timeline for the service reconnection certainly was reasonable.TGS is willing to waive the collection and connection fees of $and $21.05, as we understand it was inconvenient for Ms*** to be without gas service during the period between the disconnection and the reconnection of serviceA credit of $will be applied to her account.Thank you,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, I would like to see these people get their act togetherI had other utilities turned off with no notice but they were able to be turned on in a more timely mannerThe Gas was the first to be turned off and the last to be turned on by a wide marginTheir response was cookie cutter and frankly, insults my intelligence, but I understand this may be the extent of theirs so I will note that I am dealing with the lowest common denominator and accept it for what it isThank you Revdex.com, you're alright, I don't care what they say about you
Regards,
*** ***
This letter is in response to a complaint filed by *** ***, Case # ***, of *** *** ** *** ** regarding a customer service issue A review of account records indicates that reconnection of Ms***’s natural gas service has been scheduled for today, per the
customer’s request Thank you for bringing this issue to our attention. Please let me know if I can be of further service Thank you, Carmen Luevanos Community Relations Manager Texas Gas Service SMopac Expwy, #Austin, Texas P: [email protected]
Texas Gas Service has responded to Complaint #*** filed by *** *** ** *** *** *** *** ** Before discussing the response, on behalf of Texas Gas Service, I apologize to Mr*** regarding miscommunication about the required presence of an adult for natural gas service
connection Mr***’s natural gas service was connected this afternoon Additionally, a $initiation fee was waived as a courtesy We appreciate the opportunity to resolve this issue and improve service to our customers. Please let me know if I can be of further service
Thank you for providing Texas Gas Service the opportunity to respond to our valued customer’s concernsOur customer was not disconnected over the weekend. The Rules of Service for El Paso, in section 18.1, do not permit disconnection for nonpayment on Friday, Saturday, Sunday, holiday, or day
before a holiday unless company personnel are available on that day for the purpose of making collections or reconnecting serviceOur customer was disconnected on Thursday, February 18th. The balances to be paid included past due December ($254.70) and January ($228.40). The customer’s home is yards or so from the meter and the customer also has a pool heater. Additional gas pressure had to be run through the gas lines in order for the appliances to run properly. There is a pressure factor on our customer’s bill for this reason, requiring the $deposit. Texas Gas Service agrees to refund the deposit of $with the understanding that if the account is disconnected for non-payment again, and/or establishes a less than satisfactory payment history, a deposit will be assessed at that timeIf there are any questions about bill amounts or payment history, we encourage our customers to lto their account at www.texasgasservice.com, or to contact our customer service representatives at 1-800-700-
Thank you for a relaying *** ***’s reply regarding complaint #*** regarding natural gas service at *** *** *** *** *** *** *** *** Mr*** is correct, the previous Texas Gas Service (TGS) response referenced the incorrect address as the subject of his complaint. The only address listed on the original complaint was *** *** *** *** *** ***. Mr*** does not have a TGS account at that address Texas Gas Service staff researched the account associated with the Exchange Drive address. Upon review of account notes associated with the Exchange Drive address, Mr*** did provide Texas Gas Service with a faxed copy of a $deposit receipt dated March 3, 2003, which was issued by Southern Union Gas In 2004, Southern Union’s billing system was converted into the system currently in use. Per account records, at that time, there was no history of a deposit. As such, TGS staff concluded that Mr***’s deposit was applied to his account, upon completion of first year of on-time bill payments. As a courtesy, the remaining unpaid balance of $on the account will be forgiven. The debt will be removed from a collections agency, which could take up to days to clear. The account will reflect a zero balance. No refund will be issued We appreciate the opportunity to resolve this issue and improve service to our customers. Please let me know if I can be of further service Thank you, *** ***
*** *** ***
*** ** *** ***
*** ** ***