December 7, 2015[redacted]Resolution
SpecialistRevDex.com1005 La Posada DriveAustin, Tx 78752Dear Ms. [redacted]:Texas Gas Service has responded to complaint #[redacted] filed Nov.
28, by [redacted] of [redacted] in
Austin. Per account records, Mr....
[redacted]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,[redacted]Community Relations Manager[redacted]
[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. However, I would like to see these people get their act together. I had other utilities turned off with no notice but they were able to be turned on in a more timely manner. The Gas was the first to be turned off and the last to be turned on by a wide margin. Their 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 is. Thank you Revdex.com, you're alright, I don't care what they say about you.
Regards,
[redacted]
P. 0. Box 531827 Harlingen, TX 78550 texasgasservice.com January 13, 2016 [redacted] Resolution Specialist Revdex.com 1005 La Posada Drive Austin, TX 78752 Dear [redacted]...
[redacted] Texas Gas Service has responded to Complaint #[redacted] filed by [redacted] Before addressing Ms. [redacted]'s complaint regarding the November 2015 bill, on behalf of Texas Gas Service, I apologize for the communication confusion upon contact with customer service representatives. Regarding Ms. [redacted]'s' complaint, the account for [redacted] has been credited in the amount of $416.84 and we thank you for bringing this to our attention. 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]Community Relations Manager
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]
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, 2016 at 8:24a.
Complaint: [redacted]
I am rejecting this response because: According to Ms. [redacted] response, this is just another excuse on behalf of Texas Gas Service to legally inherent customers deposits. Per Ms. [redacted] response, Texas Gas Service would have refunded my deposit after 12-consecutive months. The key WORD she uses is "WOULD" have. Texas Gas Service cannot provide proof after buying out Union Gas in 2003. 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. [redacted] researched my account, she would have responded back with my complaint using the address of [redacted]. I would appreciate this issue resolved by refunding my account balance after taking out my final billing.Thank you.
Regards,
[redacted]
October 9, 2015[redacted]Resolution SpecialistRevdex.com Complaint Department1005 La Posada DriveAustin, Texas 78752Dear Ms. [redacted]: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 SERVICE19.1 FOR 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 reinstituted.19.3 RECONNECTIONThe Company shall restore service as soon as feasible after receipt of the request and compliance with the requirements of this Section. The restoration of service will be accomplished as expeditiously as scheduling permits.TGS will not refund the $143.76 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 $277.64. She consumed gas during this period.? Ms. [redacted] had her gas reconnected on October 6th following payment of $143.76 on September 30th. During 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 time. However, the timeline for the service reconnection certainly was reasonable.TGS is willing to waive the collection and connection fees of $10.75 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 service. A credit of $31.80 will be applied to her account.Thank you,
Our records indicate that a disconnect notice was mailed to the customer on October 6 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 31 - 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 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 2005 for[redacted]. Per Mr. [redacted]’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]
[redacted]
Tell us why here...December 1, 2015Andrea
[redacted]Resolution
SpecialistRevDex.com1005 La 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 representatives. Regarding Mr. [redacted]’ complaint, per customer development staff,
the standard wait time for installation of a new line – from date ordered
– is six to 10 weeks. Mr. [redacted] line was installed Nov. 13, well within this time
frame as his order was submitted Oct. 5.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 P. O. Box 561827 Harlingen, TX 78550
This letter is in response to a complaint filed by [redacted], Case # [redacted], of Austin, TX regarding disconnection of service for nonpayment. A review of account records indicates that Ms. [redacted]’s natural gas service was connected on Jan. 31. a 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. 4. I received the complaint Oct. 5 at my [redacted] account. My El Paso counterpart, [redacted], worked with staff to...
resolve the complaint. She submitted a written reply earlier this month to the Revdex.com portal. She 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. [redacted]’s contact info is below: Email: [redacted].[redacted]@onegas.com Phone: [redacted] Thank you, [redacted] Community Relations Manager [redacted]
[redacted]
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 $50 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. [redacted]’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 $39.41 on the account will be forgiven. The debt will be removed from a collections agency, which could take up to 30 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]
[redacted]
[redacted]
[redacted]
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]
December 7, 2015[redacted]Resolution
SpecialistRevDex.com1005 La Posada DriveAustin, Tx 78752Dear Ms. [redacted]:Texas Gas Service has responded to complaint #[redacted] filed Nov.
28, by [redacted] of [redacted] in
Austin. Per account records, Mr....
[redacted]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,[redacted]Community Relations Manager[redacted]
[redacted]
We are in the last stages of completing the final letter and will send it to you this afternoon. Many thanks, [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. However, I would like to see these people get their act together. I had other utilities turned off with no notice but they were able to be turned on in a more timely manner. The Gas was the first to be turned off and the last to be turned on by a wide margin. Their 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 is. Thank you Revdex.com, you're alright, I don't care what they say about you.
Regards,
[redacted]
P. 0. Box 531827 Harlingen, TX 78550 texasgasservice.com January 13, 2016 [redacted] Resolution Specialist Revdex.com 1005 La Posada Drive Austin, TX 78752 Dear [redacted]...
[redacted] Texas Gas Service has responded to Complaint #[redacted] filed by [redacted] Before addressing Ms. [redacted]'s complaint regarding the November 2015 bill, on behalf of Texas Gas Service, I apologize for the communication confusion upon contact with customer service representatives. Regarding Ms. [redacted]'s' complaint, the account for [redacted] has been credited in the amount of $416.84 and we thank you for bringing this to our attention. 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]Community Relations Manager
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]
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, 2016 at 8:24a.
Complaint: [redacted]
I am rejecting this response because: According to Ms. [redacted] response, this is just another excuse on behalf of Texas Gas Service to legally inherent customers deposits. Per Ms. [redacted] response, Texas Gas Service would have refunded my deposit after 12-consecutive months. The key WORD she uses is "WOULD" have. Texas Gas Service cannot provide proof after buying out Union Gas in 2003. 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. [redacted] researched my account, she would have responded back with my complaint using the address of [redacted]. I would appreciate this issue resolved by refunding my account balance after taking out my final billing.Thank you.
Regards,
[redacted]
October 9, 2015[redacted]Resolution SpecialistRevdex.com Complaint Department1005 La Posada DriveAustin, Texas 78752Dear Ms. [redacted]: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 SERVICE19.1 FOR 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 reinstituted.19.3 RECONNECTIONThe Company shall restore service as soon as feasible after receipt of the request and compliance with the requirements of this Section. The restoration of service will be accomplished as expeditiously as scheduling permits.TGS will not refund the $143.76 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 $277.64. She consumed gas during this period.? Ms. [redacted] had her gas reconnected on October 6th following payment of $143.76 on September 30th. During 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 time. However, the timeline for the service reconnection certainly was reasonable.TGS is willing to waive the collection and connection fees of $10.75 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 service. A credit of $31.80 will be applied to her account.Thank you,
Our records indicate that a disconnect notice was mailed to the customer on October 6 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 31 - 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 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 2005 for[redacted]. Per Mr. [redacted]’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]
[redacted]
Tell us why here...December 1, 2015Andrea
[redacted]Resolution
SpecialistRevDex.com1005 La 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 representatives. Regarding Mr. [redacted]’ complaint, per customer development staff,
the standard wait time for installation of a new line – from date ordered
– is six to 10 weeks. Mr. [redacted] line was installed Nov. 13, well within this time
frame as his order was submitted Oct. 5.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 P. O. Box 561827 Harlingen, TX 78550
This letter is in response to a complaint filed by [redacted], Case # [redacted], of Austin, TX regarding disconnection of service for nonpayment. A review of account records indicates that Ms. [redacted]’s natural gas service was connected on Jan. 31. a 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. 4. I received the complaint Oct. 5 at my [redacted] account. My El Paso counterpart, [redacted], worked with staff to...
resolve the complaint. She submitted a written reply earlier this month to the Revdex.com portal. She 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. [redacted]’s contact info is below: Email: [redacted].[redacted]@onegas.com Phone: [redacted] Thank you, [redacted] Community Relations Manager [redacted]
[redacted]
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 $50 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. [redacted]’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 $39.41 on the account will be forgiven. The debt will be removed from a collections agency, which could take up to 30 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]
[redacted]
[redacted]
[redacted]
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]