BBB Accredited Business since

Chesapeake Utilities Corporation

Additional Locations

Phone: (302) 734-6797 Fax: (302) 735-3061 View Additional Phone Numbers PO Box 1769, Dover, DE 19903 http://www.chpkgas.com

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Description

This company offers Natural Gas & Propane.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Chesapeake Utilities Corporation meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Chesapeake Utilities Corporation include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 5 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

5 complaints closed with BBB in last 3 years | 2 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 5
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 0
Total Closed Complaints 5

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Chesapeake Utilities Corporation
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: October 01, 1985 Business started: 01/01/1947
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Licenses, Division of Revenue
820 N. French Street, Wilmington DE 19801
http://www.state.de.us/revenue
Phone Number: 302-577-8778
Fax Number: 302-577-8203

Business Management
Mr. Bill O'Brien Mr. Jeff Tietbohl, Vice President
Contact Information
Principal: Mr. Bill O'Brien
Principal: Mr. Jeff Tietbohl, Vice President
Related Businesses
Chesapeake Utilities Corporation Sharp Energy
Business Category

NATURAL GAS COMPANIES GAS-PROPANE ELECTRIC COMPANIES

Alternate Business Names
Chesapeake Utilities Gas Company

Additional Locations

  • 350 South Queen St.

    Dover, DE 19904 (302) 734-6797

  • 909 Silver Lake Boulevard

    Dover, DE 19904

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 1678

    Salisbury, MD 21801

  • PO Box 1769

    Dover, DE 19903

  • PO Box 615

    Dover, DE 19903

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Professional AffiliationsX
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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

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BBB Complaint Process

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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Additional Phone Numbers

  • (302) 734-6700(Phone)
  • (302) 734-6716(Phone)
  • (302) 786-2194(Phone)
  • (410) 228-0530(Phone)
  • (410) 742-1177(Phone)
  • (800) 427-0015(Phone)
  • (800) 427-2883(Phone)
  • (800) 554-6427(Phone)
  • (888) 742-5275(Phone)
  • (302) 734-6750 (Fax)
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Complaint Detail(s)

2/25/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When I started service with Chesapeake, I was told by a representative that the activation deposit ($250) would be waived if I provided a letter from my Army Reserve unit stating that I had been in good standing for more than three years. I provided this letter and was billed the first charge of the $250 ($125). I paid that fee, but contacted Chesapeake about the issue. I was asked to resend the notice which I did and the person I spoke with told me they would resolve the situation and put that first $125 toward my bill. This resolution occurred on January 20th. Today is January 29th and I have received an automated phone call and/or letter from Chesapeake notifying me that I owe money or my gas would be turned off every day since the 20th. Each time I contact them to resolve the issue somebody tells me that I'm good to go and have a $125 credit on my account. Today I asked to speak to a supervisor. The person I spoke with told me to hold on for a second and they would get somebody then hung up the phone. I called back and another person asked for my number and told me they would call me back. They did not call back. I don't know if my gas is going to be shut off while I am still $125 to the good, but the obvious past due notices keep getting put in my mailbox and I keep getting calls from the company which is embarrassing and makes me look irresponsible to anybody else seeing this information.

Desired Settlement: I would like for them to leave me alone (they keep saying that the information was automated but it's been nine days since the issue was resolved). I also believe that they should try to find some way of making up for the time I've lost on hold and the unnecessary stress. I would cancel my service with them, but I live in an apartment so I don't have a choice.

Business Response:

Acknowledgement of Customer's Concerns:
o The customer is requesting that he no longer receive notices concerning the deposit amount.
o Feels the company should make up for the time he was on hold and
unnecessary stress.
Statement of Facts:
o The customer paid the first deposit agreement of $125.00 on 12/12/2014.
o  Chesapeake Utilities received a letter of employment on 1/20/2015
in order to waive the deposit.
o An error occurred n the processing of the letter of employment, causing the customer to receive notices in the mail and by phone.
o Notices generated on 1/21/2015 to be mailed and process by phone.
o Customer called into the office on 1/23/2015 due to receiving the phone call.
o  Letter of employment notated correctly and deposit arrangement ended  on  1/23/2015.
o Customer called in twice because of these notices on 1/29/15. Spoke
with a supervisor and was told this had been taken care of and he had a credit on this account of the $125.00.  No other notices would generate for the deposit.
Actions:

Notation was made on the customer's account and the information entered into the system correctly to prevent any future notices concerning the deposit.
o The customer's record will not show any negative credit history due to the error.
o Providing the customer with a $25.00 customer relations credit.

Please contact me with any questions you may have concerning this response. I can be reached by email at **************** ** ** ***** ** ************** **** ****** ** ************ ***

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

 

 

 

 

11/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a disconnect notice with a date of 10/7/14. I dropped off a payment at the drop off box located on ******** **. at 9:37A on 10/7/14. The service was disconnected on 10/8/14 at 9:35A. I called to inquire & was told that I would have to pay a $35 reconnect fee & an additional $235 for a deposit that I have already paid. I don't think it is fair that I have to be penalized because there is no information at the drop off location of what time the y are picked up. I was told that I should have called to let them know that the payment was there. I should not have to do that when I honored my end of the bargain. The customer service is poor. I was extremely upset considering I paid the bill. They don't take credit card payments in the office location & the fee to pay by phone is ridiculous. But for the fact that I have a 3 1/2 month old infant in the home, I would have said not to reconnect it. I feel that I am being bootstrapped into paying the extra fees. This is totally unfair.

Desired Settlement: I would like to be credited the $35 reconnect fee & the $235 deposit for their clerical error. The drop off location needs to have info about when the payment will be picked up & what steps to take when you drop it off at that location.

Business Response: Below please find the details of our review in response to case #*********


o Acknowledgement of Customer's Concerns:
Customer reports she deposited payment at the Salisbury drop box location on 9 October 7th, the disconnection date. The next day her gas service  was  interrupted.
Customer disputes the $35.00 reconnection fee and the deposit charge of $235.00.
Customer states convenience fee to pay by credit card, via phone or online, is "ridiculous".


o Statement of Facts:
On September 23 2014 our Company mailed a disconnection letter to the customer.  The notice states the following:
"Dear Customer: Our records show that your payment is Past Due. Our office must process your payment before the Disconnect Date. A prior Notice of Termination with an outstanding balance overrides this new notice.'
In addition, the notice goes on to state: 11Vour gas service will be
DISCONNECTED without further notice unless payment is received in FULL b fore the DISCONNECT DATE. A partial payment is NOT sufficient.  If we come to your residence to collect your payment,
you will pay a collection fee of $17.00.  If your service is DISCONNECTED, there will be a reconnection fee of $35.00 or
$60.00, depending on your scheduled time for reconnection.  A deposit or additional deposit may be required.  If you are unable to
pay your winter heating bill, please contact any of the agencies listed on the back to apply for assistance."
At the time of the gas service disconnection, three bills were past due. The customer's last payment was received by our Company on July 3, 2014.
The Company has no record of the customer calling in to discuss their bill or request payment arrangements.
On October ih, our Company's Courier collected the payments from the drop box at 8:30am.  The customer's payment was not present. On October 8th, the customer's gas service was interrupted at 9:35am. Later the same day, our courier's delivery to the office, included the customer's payment.
On October gth, the customer's gas service was reactivated. The reconnection fee and deposit was billed to the account and will appear on her next billing statement.
The processing fee to submit payments up to $300.00 is $2.95 on line and $3.95 via the phone. Our Company utilizes •choice Pay, a third party partner, for its online billing services.  Chesapeake Utilities does not control the fees or terms, which are listed online on our bill payment center page.


o Actions;
As a one-time courtesy, Chesapeake Utilities will waive the deposit.
However, if the customer's service is disconnected for non-payment
again, she will be required to pay the deposit.
The reconnection fee of the $35.00 will stand.


Please contact me with any questions or concerns about this response.  I can be reached by email **************** ** ** ***** ************** *** ****** ** ************** *

********** **** ****** ******** ******* ********** ** ******* ********* **************** ************** *** ****** ** **************

 

6/6/2013 Billing/Collection Issues
5/21/2013 Billing/Collection Issues
4/2/2013 Billing/Collection Issues