Complaint Company had been estimating bill amounts. Tells customers that they are done estimating. Next month get bill so high they think I have a leak. I don't I have this company for my gas which on our bills reads **************. This company has several different branches out of this same office such as ***** Branch and a few more I believe. The address that was listed for the company is the same address that I send my bills to though. A few months ago, I believe in March, customers of this gas company were getting extremely high gas bills with apology letters attached. Their meter man had been estimating amounts and now we were having to catch up because of his mistake. They claimed in the letter that we would not be charged interest or late fees when trying to pay because of this. I still got a late fee on my next bill because I paid a partial amount unable to pay the full 280 something that they had charged me. I was able to get this fee removed, but only because the receptionist did not know who the boss had sent the letters to and she took my word for it. The next month in April I paid the bill in full and thought that it was the end of my trouble, considering that they also claimed that this was a one time thing and we were all caught up after that high bill. However, I don't think that is the case any more. Matter of fact I have no clue what is going on any more and I can't seem to get answers from the gas company either. Last month I got a bill from this company for 480.62 claiming I used 50 units of gas. This was so high that they decided to send me an additional letter telling me that they suspect that I have a major leak. I once again was not the only one that received one of these letters. They did not follow up with me via phone or anything. Considering how dangerous this situation could have been and the fact that I have two small children, I am upset at their lack of care for their customers. To my astonishment though, I didn't have a single leak in my entire house after having to pay a man come out and look. So what is going on? I unfortunately do not know how to read meters or I would tell you the accuracy of the meter mans reading based on my own meter reading. I can tell you that when I went to look at the dials, the cover was so cloudy and covered in salt like build-up that the numbers were intelligible. How am I getting an accurate reading if I can't even see the numbers. If I can't see them neither could the meter man. As a matter of fact I had to scrape off the build up to be able to even see the dials in there. I am very upset with this because I can't afford a now 500.00 bill for gas that I don't even know if I really used. Sadly I am also not the only one. I have a friend down the road that received a bill for 1,500.00! This is not fair at all! The charges that they missed out on sending me are not my fault and I would have happily paid the small amounts as I used the gas, but now I don't even have an ounce of trust that my bill is even accurate. When I contacted the company on 5/16/16 the receptionist was quick to tell me that her manager was out and would call me back in the next 20 minutes. I gave her my cell phone number and kept my phone close all day. A week later I still had never gotten a call. I called back that next week on Thursday and got the manager on the first ring. He didn't even announce the name of the company and I had no clue if I had even dialed the right number until I asked. I then asked about my bill and he took my name and pulled up my account and had me to hold for a few minutes. After a few minutes of silence he said that this would take some time to look into and promised he would call me back either that evening or first thing in the morning after he had some more info. I never received a call back once again. I am very upset. I can't even talk to them about the bill or my concerns because they blow me off. I fear that this is the only way to get their attention.
Desired Settlement I would like my bill reduced and my meter fixed so that the guy can actually read the numbers. I would also like an actual guarantee that this problem will not happen again. Their first "promise" that the catching up was a one time thing was absolute garbage and obviously meant nothing to them. I will be getting rid of my gas soon if nothing is done. My friend with the $1,500.00 bill is already getting rid of hers.
Business Response The business and said they will contact the consumer by next Friday and resolve the issue.
Consumer Response Customer confirmed by phone the issue was resolved.
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