ComplaintsforAccess Gas Services Inc.
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Complaint Details
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Initial Complaint
27/08/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
We were ******* into believing that we were going to get a lower rate for natural gas. After reviewing a years worth of invoices I’m paying 5 times what I was before.Business response
02/09/2021
To Whom It May Concern,
Access Gas Services (“Access”) has numerous consumer protection measures in place to ensure all customers understand what our Agreement entails and who our sales agents represent.
When an Access sales agent presents themselves to a customer at their home or place of business, they prominently display an ID badge identifying himself/herself as a representative of Access, complete with our logo and business license number. Should the customer elect to enter into an Agreement with the agent, a complete copy of the signed Agreement is left with the customer. Our Agreement clearly states the price and term agreed to and all Terms and Conditions pertaining to the commitment and the Customer Choice program.
Mr. ******** ***** signed an Agreement with Access on January 2, 2019. A Third-Party Verification (“TPV”) call is mandatory for all customers to complete, which confirms their understanding and acceptance of the key terms of the Agreement. During the TPV call completed on January 3, 2019, Mr. ***** confirmed that he was left a copy of the signed Agreement. Mr. ***** stated that he is the ******** Account Holder and confirmed that he understood that Access would be supplying his natural gas at a price of $5.89/GJ for a five-year term. Mr. ***** confirmed his understanding that he will continue to receive his natural gas bills from ******** and that Access is an independent gas supplier that does not represent ******** or the government.
Following the successful TPV call, this Agreement was successfully enrolled in the Customer Choice Program on July 8, 2019 and ******** mailed an enrollment confirmation letter which confirms the customer’s rate, term and 10 day cancellation period.
On August 30, 2021, Mr. ******** ***** called the Access office wanting to cancel the Agreement, expressing that he was unhappy that his bills are high. The Access CSR explained to Mr. ***** that his Access guaranteed fixed rate stays the same throughout his five-year term and his bills may vary based on consumption and other service charges applied by ********. The Access CSR explained to Mr. ***** that, as stated in the Agreement, TPV call and ******** confirmation letter, he was given 10 days from the date of enrollment to cancel the Agreement without penalty. This cancellation term is clearly listed on the front page of his Agreement, during the TPV and in the ******** confirmation letter. The Access CSR directed Mr. ***** to the first page of his Agreement under “Cancellation” where it states after the initial 10-day period, the Agreement may only be terminated on the next available anniversary date with applicable liquidated damages due 60 days prior. The Access CSR then offered Mr. ***** a Price Adjustment Option to reduce his fixed rate at which time Mr. ***** expressed that he was not happy with these options and opted to end the call.
If at any time Mr. ***** would like to reach a mutual resolution, he is welcome to contact Michelle M******, Customer Service Specialist, directly at the number outlined below.
Sincerely,
Access Gas Services Inc.
P: ************
E: ******************
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Contact Information
300 15300 Croydon Dr
Surrey, BC V3Z 0Z5
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.