ComplaintsforNottawa Gas Co.

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife called Nottawa Gas Co., ********, **, to fill our propane tank. She spoke with the schedule person they informed her that its been over a year and an inspection was required to fill tank. They Informed her that the service fee is waived if we filled our tank. My wife asked how much it was per gallon. The price was to high for us to fill at that time. So my wife told her we would wait to fill our tank at this time. A few days later we were woke up by a inspector from NGC saying he was here to inspect our gas system. I asked why and he responded, its been over a year and my inspection was do. I told him the price was to high and we werent going to fill at this time. He said he understood and the inspection would allow us to fill at any time within the next 12 months. He did not inform us there was going to be an inspection feed we did not fill our tank immediately after the inspection. His inspection took about 15 minutes. We went over to the tank he made sure the gauge was 40% to qualify for a refill. We then went to the basement where he asked if my furnace was a gas or electronic pilot. I said electronic he said ok were done. He didnt test anything. He said he would let them know at the office everything was good. My wife wondered why they sent him out with no notification so she called the office. The lady said it was scheduled, it was not. She informed my wife that if we did not fill our tank there was a $75 service fee. She said we had a heating tax credit on file that would cover the fee. She asked for the manager which was busy to return her call. Never happened. We were upset about our tax credit. We just received a past due **** for $11.62. We never received a fist **** because they were helping themselves to our credit. The service fee went from $75 to $125, account #******. They took our entire tax credit and charged us a late fee. I asked them if I filled my tank today would the waive this fee. The manager ***** said no. This is extortion!

  Business response

  06/14/2022

  According to our records on April 7, 2022, ********************* called to order gas.  It had been 2 years since we delivered, so we informed the customer that our policy on customer owned tanks requires us to perform a system check if we have not delivered in the last 12 months and the service charge of $125 is waived as long as the customer gets a gas delivery.  We scheduled a systems check at that time for April 18th.  Our technician performed the systems check on that day and it passed.  The next day when the office was processing this paperwork we called the customer for prepayment on the delivery.  The Gosselin's told our representative that they didn't have the money for a delivery.  The customer was reminded that the service will be charged since you are not ordering. The customer was billed and invoice was mailed on April 19th.  On June 6th, ******************** called the office complaining about the charge.  Our representative who answered the phone explained that they were billed because they didn't order gas. He asked to speak with the Manager at that time.  *****, Office Manager, further explained the process and that we can't perform a service with out charging or getting business from that customer. 

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