December 7, 2015*** ***Resolution
SpecialistRevDex.comLa Posada DriveAustin, Tx 78752Dear Ms***:Texas Gas Service has responded to complaint #*** filed Nov
28, by *** *** *** of *** *** *** *** *** in
Austin. Per account records, Mr
***s service was connected that same
day.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,*** ***Community Relations Manager** ***
***
PBox Harlingen, TX texasgasservice.com January 13, *** *** Resolution Specialist Revdex.com La Posada Drive Austin, TX Dear ***
*** Texas Gas Service has responded to Complaint #*** filed by *** *** ** *** *** *** *** *** Before addressing Ms***'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***'s' complaint, the account for *** *** *** ** *** 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, *** ***Community Relations Manager
Revdex.com:
I have reviewed the response made by Texas Gas in reference to complaint ID ***, and thank them for refunding the $reconnection feeBut I want to clarify that we were without gas a full weekend and even though all fees were paid by Monday Feb, the technician only came to the home on Thursday the 25thThere were no pressure tests performed, the technician found that the "pipes" on the water heaters were loose and did not connect the gas We had plumber come that same day, they corrected the problem (we do have carbon monoxide alarm and they did go off), we do appreciate the safety measureThen when I called Texas gas to have the service connected they told me it was not possible until the following MondayI begged to have it conned on Friday Feb to avoid yet another weekend without gas with night temperatures in the F, and had to pay an extra $ It is pm and we still don't have service I contacted Texas Gas both by telephone and email, the phone system could be more friendly, and the emails took days for responses. Finally the problem of lack of payment was because I did not receive a bill (electronic nor paper) in December, the January bill was a paper bill, and it was paid on time, then again no bill in February, electronic nor paper), I only realized the gas was shut off early Saturday when we tried to showerI called but there was nothing they could do on the weekend I do appreciate Texas Gas reimbursing the reconnection fee, and hope that I will be receiving timely bills both E-bills and paper bills, to be sure, from now on
Regards,
*** ***
This letter is in response to a complaint filed by *** ***, Case # ***, of Austin, TX regarding disconnection of service for nonpayment. A review of account records indicates that Ms***’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
Our records indicate that a disconnect notice was mailed to the customer on October indicating service interruption scheduled on or after October 17. 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
Complaint: ***
I am rejecting this response because: According to Ms*** response, this is just another excuse on behalf of Texas Gas Service to legally inherent customers deposits. Per Ms*** response, Texas Gas Service would have refunded my deposit after 12-consecutive monthsThe key WORD she uses is "WOULD" haveTexas Gas Service cannot provide proof after buying out Union Gas in I have shown proof of my deposit with date, month and year as requested by another Texas Gas Service representative.By the way, if Ms*** researched my account, she would have responded back with my complaint using the address of *** *** **. I would appreciate this issue resolved by refunding my account balance after taking out my final billing.Thank you
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
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***’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
Thank you for relaying complaint #*** filed by *** *** regarding natural gas service at *** *** *** *** *** *** Before discussing the response, on behalf of Texas Gas Service, I apologize to Mr*** 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, *** *** Texas Gas Service *** ** *** ***
*** ** ***
December 7, 2015*** ***Resolution
SpecialistRevDex.comLa Posada DriveAustin, Tx 78752Dear Ms***:Texas Gas Service has responded to complaint #*** filed Nov
28, by *** *** *** of *** *** *** *** *** in
Austin. Per account records, Mr
***s service was connected that same
day.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,*** ***Community Relations Manager** ***
***
PBox Harlingen, TX texasgasservice.com January 13, *** *** Resolution Specialist Revdex.com La Posada Drive Austin, TX Dear ***
*** Texas Gas Service has responded to Complaint #*** filed by *** *** ** *** *** *** *** *** Before addressing Ms***'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***'s' complaint, the account for *** *** *** ** *** 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, *** ***Community Relations Manager
Revdex.com:
I have reviewed the response made by Texas Gas in reference to complaint ID ***, and thank them for refunding the $reconnection feeBut I want to clarify that we were without gas a full weekend and even though all fees were paid by Monday Feb, the technician only came to the home on Thursday the 25thThere were no pressure tests performed, the technician found that the "pipes" on the water heaters were loose and did not connect the gas We had plumber come that same day, they corrected the problem (we do have carbon monoxide alarm and they did go off), we do appreciate the safety measureThen when I called Texas gas to have the service connected they told me it was not possible until the following MondayI begged to have it conned on Friday Feb to avoid yet another weekend without gas with night temperatures in the F, and had to pay an extra $ It is pm and we still don't have service I contacted Texas Gas both by telephone and email, the phone system could be more friendly, and the emails took days for responses. Finally the problem of lack of payment was because I did not receive a bill (electronic nor paper) in December, the January bill was a paper bill, and it was paid on time, then again no bill in February, electronic nor paper), I only realized the gas was shut off early Saturday when we tried to showerI called but there was nothing they could do on the weekend I do appreciate Texas Gas reimbursing the reconnection fee, and hope that I will be receiving timely bills both E-bills and paper bills, to be sure, from now on
Regards,
*** ***
This letter is in response to a complaint filed by *** ***, Case # ***, of Austin, TX regarding disconnection of service for nonpayment. A review of account records indicates that Ms***’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
Our records indicate that a disconnect notice was mailed to the customer on October indicating service interruption scheduled on or after October 17. 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
Complaint: ***
I am rejecting this response because: According to Ms*** response, this is just another excuse on behalf of Texas Gas Service to legally inherent customers deposits. Per Ms*** response, Texas Gas Service would have refunded my deposit after 12-consecutive monthsThe key WORD she uses is "WOULD" haveTexas Gas Service cannot provide proof after buying out Union Gas in I have shown proof of my deposit with date, month and year as requested by another Texas Gas Service representative.By the way, if Ms*** researched my account, she would have responded back with my complaint using the address of *** *** **. I would appreciate this issue resolved by refunding my account balance after taking out my final billing.Thank you
Regards,
*** ***
We are in the last stages of completing the final letter and will send it to you this afternoonMany thanks, ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
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***’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
Thank you for relaying complaint #*** filed by *** *** regarding natural gas service at *** *** *** *** *** *** Before discussing the response, on behalf of Texas Gas Service, I apologize to Mr*** 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, *** *** Texas Gas Service *** ** *** ***
*** ** ***