Complaint: Attempted to open a gas account in my name and they claim that I owe them money. First they told me I owed 630.00, now they say I owe 960.00. Attempted to open a gas account in my name and they claim that I owe them money. First they told me I owed 630.00, now they say I owe 960.00. This is the first I have heard of this "debt" to them and I have repeatedly called and emailed requesting written information around this so we can get it resolved and they fail to do so. I am very concerned since I have a 4 year old daughter and we have neither heat nor hot water. They are now requiring a 960.00 payment telling me that they will not turn my gas on until I pay it. I have not received anything written from them and am willing to discuss alternatives to get my gas turned on, however they have continued to refuse to provide me detailed written information and are unwilling to discuss any alternate option. I am perplexed as to how this amount could have been allowed to grow so high without the company seeing a problem. They are unwilling to discuss any settlement terms.
Business' Initial Response Contact Name and Title: **** ***** Contact Phone: XXX-XXX-XXXX Contact Email: **********@Questar.com Attached is a copy of the letter and information I mailed to Mr. ******. Please call me if you have any questions.
Complaint Category: None of the Above - Refund or Exchange Complaint Issue
Complaint: ThermaWise (Questar) has refused to send an energy rebate to us after we added attic insulation. We have called six times, nothing has been done. We purchased our house in November 2012. We had a gas account with Questar in December.
We added attic insulation in December 29, 2012. Questar denied our rebate after telling us we weren't the owners of the house...even though we had an account with them for over a month and had owned the house for two months.
I have called six times. The first time I called, I was told nothing could be done. Since I called back, everyone has assured me the check was coming. Wrong.
I have resubmitted an addendum (stating I own the house, though they know this due to us having an account with Questar). We were told our addendum had issues. I asked what issue it had and no answer was given.
It is May 14, 2013. Still no rebate that should have been awarded in January 2013.
Business' Initial Response Contact Name and Title: **** *****/****** Contact Phone: XXX-XXX-XXXX I have attached a copy of the letter mailed to ****** ******.
Complaint Category: None of the Above - Contract Complaint Issue
Complaint: REFUSED TO DISCLOSE OR PRESENT WRITTEN PAYMENT POLICIES, RULES, OR REGULATIONS REGARDING DEFERRED PAYMENT AGREEMENTS/ARRANGEMENT. I CALLED TODAY TO SET UP A DPA AND REQUESTED A WRITTEN COPY OF THE TERMS AND CONDITIONS REGARDING THE DPA. THE MANAGER REFUSED TO GIVE ME A WRITTEN COPY AND STATED THAT RULES ARE "YOU PAY THE AGREED AMOUNT AND WE DON'T SHUT OFF YOUR GAS. YOU DON'T PAY IT, AND WE SHUT OFF YOUR GAS." SHE THEN SAID THAT I COULD GO TO QUESTARGAS.COM TO FIND THEM. THEY ARE NOT AVAILABLE ONLINE.
SHE REFUSED TO PROVIDE THE WRITTEN POLICIES REGARDING SERVICE AND PAYMENTS AND THAT SHE WOULD SHUT OFF MY GAS IF I DIDN'T MAKE A PAYMENT TODAY, ALTHOUGH I LEGALLY HAVE 10 DAYS.
EMPLOYEE INFORMED ME THAT THE AUTO-DRAFT AND EQUAL PAYMENT PLAN ON MY ACCOUNT WERE BOTH CANCELED IN JULY. QUESTAR THEN IMPOSED A $20 RETURNED CHECK FEE IN SEPTEMBER AFTER ATTEMPTING TO DRAFT MY ACCOUNT, UNAUTHORIZED.
THE MANAGER FINALLY INFORMED ME THAT SHE WOULD WAIVE THE $20 FEE, AND THAT ALL I WOULD HAVE TO PAY TO KEEP MY GAS ON IS $59. I ASKED IF $59 WAS ALL I HAD TO PAY TODAY. SHE SAID "YES, $59 IS ALL YOU HAVE TO PAY TODAY."
THEN I ASKED IF I COULD PAY ONLINE; SHE SAID I COULD BUT THEN I WOULD HAVE TO PAY A $1 FEE. I SAID OK.
FINALLY, I ASKED HER IF THERE WAS A FEE TO PAY OVER THE PHONE. SHE SAID, "YES, $1.99." SHE DID NOT DISCLOSE THIS FEE UNTIL I ASKED HER ABOUT IT DIRECTLY. SHE IS REQUIRED TO DISCLOSE THIS FEE WHEN DISCUSSING THE AMOUNT TO BE PAID.
Business' Initial Response Contact Name and Title: ****** ****** - ****** Specialist Contact Phone: XXX-XXX-XXXX Contact Email: *****@Questar.com
I'm sending a file that has all of the information that I sent to Ms. ****** today. I reviewed a total of 5 recorded phone calls that Ms. ****** made to QGC. In 4 of the calls Ms. ****** was very rude to our employees. She was continually yelling and using foul language. Ms. ****** is also incorrect in some of the statements in her complaint. For example: She states the terms and conditions of the DPA are not online. As I explained in my letter, they are available online in the Utah tariff and we have informational brochures that are accessible online. She also states that she was told that if she didn't make a payment "today" that her gas would be shut off. I could find no call where she was told that. I also have the recorded phone call on 7/25/12 where she was asked specifically if she wanted to stop the auto-pay completely. As clear as can be, she answers "no, keep the auto-pay on". The $20.00 returned check fee was waived as a "one-time courtesy". Her account balance is now set on a DPA @ $59.00 a month. As long as she makes her payments as agreed, she shouldn't have any further problems. Completed by ****** ****** on 9/28/12.
Complaint Category: Failure to correct billing errors
Complaint: We were billed for gas service never used at our new construction address at XXXXX ************ Drive, Kamas, UT XXXXX. QUESTAR GAS BILL for this month: Account Number: XXXXXXXXXX Account Name: ******,******
Recent Account Activity 07-12-2012 Payment $-51.66 07-23-2012 Charges $5.86 Current Amount Due on 08-14-2012 $5.86
Last month (June) we were charged $51.66 from Questar Gas for gas service that we did not receive. We signed-up for service on our new construction town home at XXXXX ************ Drive around the first week of April 2012, but our home is still being completed and we have been living in Manhattan, NY since last February 2012 on a work project. We currently are STILL living in NYC at the Sheraton Hotel & Towers on 53rd & 7th Avenue. We have NOT moved into our home in Kamas yet, so no appliances have been being used, and subsequently, only a small amount of gas would currently be in use for the pilot light.
Our Questar Gas bills since April 2012 have been between $5 - $9 (very low considering NO ONE is in the home or using anything in the home). Oddly enough, when our June 2012 bill was received, we were very surprised to see that it stated a $51.66 balance. This amount was inconceivable for a monthly gas bill considering we are currently living in NY!!!! Upon contacting Questar and inquiring about the bill, Questar sent out representatives to check that the meter & transmitter were functioning correctly. Apparently everything was fine, they said. When I contacted our builder to see if any construction person(s) had been using our appliances, he said "NO" and subsequently went around with a Co2 specialist friend to check all appliances and possible gas leaks in our town home. He found nothing. He also mentioned to us that there had been a gas leak at our meter in June that the landscapers of the property had noticed. They immediately contacted Questar Gas and it was fixed that day. We were never informed of that by Questar Gas during our numerous discussions with them. When we mentioned this to Questar, they said it was impossible for us to be charged for the gas leak because that gas never entered our home. I am no 'gas service genius' but clearly there is NO WAY that our gas bill could be $51.66 without some sort of fowl play since we have yet to move into our new home!!!!
The only explanations Questar representatives have offered (****** & *****) are that we are being charged for gas used in April/May that we were never charged for. If that were the case, our July 2012 bill (see above) would not be $5.86 again. Another explanation from the representatives was 'faulty appliances'. That opinion has been disproved by our builder and his specialist friend.
After getting the run around from Questar for WEEKS about this issue, I have decided to contact the BBB. I hope to make everyone aware of the dishonestly that is rampant from this gas monopoly in Utah. It is truly a sad, sad situation that they can get away with charging people for unused gas when they clearly live in another state at present. They are getting away with murder.
Our billing with Questar is automatic, so we have already paid for the June bill in dispute. We are not as concerned with the money as we are with the lack of respect that Questar Gas has shown us as honest & valuable customers.
Business' Initial Response Contact Name and Title: ****** ****** / ****** Specialist Contact Phone: XXX-XXX-XXXX I've attached the information that I emailed to Mr. ****** on 8/9/12.
Complaint Category: Failure to correct billing errors
Complaint: I was charged for gas usage for an apartment AFTER I had moved out. I purchased a home, and I called Questar gas on or around 12/23/2011 to request that the gas in my new home be turned off/switched to my name on that date, and to have the gas in my apartment I was currently in (****************) taken out of my name as of February 1st because that was when my lease was up and that was when I was moving out. I received my bill in the mail yesterday, only to find that they have been chargeing me gas usage for that apartment all along. When I called Questar Gas yesterday, to ask that the gas be swiched out of my name immediately, and why it had not been done on Feb 1st as I had requested, they said they had it scheduled to be taken out of my name tomorrow, and that they would have to "research" to see if they can issue a credit for the usage I was charged, but was not even living in the apartment. I have yet to hear back from them. I plan on contacting them later today for the status.
Consumer's Final Response I submitted a claim on Wednesday 3/21 regarding my account with Questar Gas. This claim can be cancelled, because they have agreed to credit my gas account for the incorrect charges.
****** ****** Ph XXX-XXX-XXXX *****@yahoo.com
Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.
Complaint Category: Failure to correct billing errors
Complaint: I moved out a home and I called Questar Gas to cancel my account. Four months later, I got a bill for services from the old home. When people move from one home to another, it is common to call utility companies and cancel or transfer services. Transfers are easy to verify because the utilities are billed to the new address. When the account needs to be temporarely close is when utility companies MAY or MAY NOT close the account until a new tenant applies for services at the new address. This is what I found out recently with Questar. After four months of closing my account, I am still billed for services provided to another residence. What did I learn from this? Close your account with a letter and mail it with a certified with a return receipt. Phone calls are not honored anymore and customers are the mercy of whoever answers the call and his/ her willingness to set the record straight.
Business' Initial Response I need more information before I can address her complaint. Will you please ask her for the following information:
What is the address of the home you moved out of?
When did you call QGC to shut off the gas service?
What phone number of yours did you call QGC from to stop service?
When did you move out of the home?
Consumer's Final Response (The consumer indicated he/she DID NOT accept the response from the business.) The bills were being forwarded to a P.O. Box 33, American Fork, UT XXXXX. The payments for October and November were made under the impression that those were the last bills with a total balance of no more than $40.00. The residence was not rented until December 2012 and that is when the monthly bills started to add up more drastically. The phone call was made and it is simply barbaric that a Corporation such as Questar takes advantage of a single grandmother who is responsible for three little children with one of them being a disable infant. Is it possible for somebody who lives with a low income of $700.00 to pay Questar $150.00 for services rendered to another person.
Very dissapointing response and perhaps worth to discuss with the Utah State Attorney General Office.
Business' Final Response From: ****** ****** Sent: Monday, February 04, 2013 9:29 AM To: *****@utah.bbb.org Subject: Case #XXXXXXXX
Thank you *****. I agree that we've made an effort to help resolve the customer's complaint and I've closed the complaint.
Questar Gas Company
Complaint Resolution: BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.
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