- Report: #1269846
Complaint Review: Scana regulated - Nationwide
-
Author Confirmed
Why?
Scana regulated
Nationwide, USA
Web:
Scana energy regulated Atlanta gas light
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Scana regulated Medical conditions Freezing temps scana leaves family in cold with 11week old even though the bill was paid Lithonia ga Lithonia ga
Good afternoon, I am an existing residential customer with Scana Regulated. I came home Thursday night to find that my services had been interrupted. Friday morning I paid my bill. My wife and I were told that the earliest date our services could be restored is Wed. Nov. 25. Already knowing that the weather was predicted to be as low as 20-30 degrees this weekend at night, we pleaded that an exception be made to expedite reconnection. Ultimately, we were told that the only exception that could be made would be after receipt of a medical statement from a physician documenting a medical necessity. We had already informed the representative that there were small children in the home to include an 11 week old infant. Despite our frustration with the process, we were able to get our physician to fax the necessary paperwork.
My wife called Scana Regulated the next morning (Saturday). We were told that Atlanta Gas Light was closed and couldn't reconnect service until Monday. In addition, we were told that if we had called later the previous evening (Friday) that MAYBE service could have been restored the same day. After suffering through the entire weekend without any heat in the home, I called Scana Regulated again Monday morning. Hold times on customer service were unreasonable. I was on the phone at least 30 minutes before the Scana representative finally reached an Atlanta Gas Light representative. By the time a reconnection appointment was made, I was told that the earliest date would be Tues. Nov. 24, just one day prior to the original expected date. How does a "medical necessity" only get a customer's reconnection day just ONE DAY SOONER?
It has now been almost 4 days my family and I have had to suffer through this extreme cold. For whatever reason Atlanta Gas Light does NOT offer same-day, or even next-day reconnection. The best explanation I was given was that Atlanta Gas Light services multiple gas companies and is extremely busy. As a customer, I will let you know that those excuses may sound sufficient and your processes may look good on paper but when it comes to a REAL FAMILY, A REAL HOME, dealing with REAL COLD WEATHER, TAKING UP TO FIVE BUSINESS DAYS FOR RECONNECTION IS A SHAMEFUL EXAMPLE OF YOUR PRACTICES. We have already had to purchase a small electric heater to manage the extreme cold. Now even after the many calls and medical necessity paperwork, we STILL have to wait another day and possibly endure ANOTHER night of freezing temperatures. I have been told that the technician would come any time between 8am and midnight TOMORROW night.
My question is, if you have hours as late as midnight...why is it so out of the realm of possibility for you to come and restore my services ANYTIME TODAY, ESPECIALLY CONSIDERING THE FACT THAT I HAVE ALREADY SUBMITTED DOCUMENTATION OF MEDICAL NECESSITY? I am left to assume that your entire company is either incompetently managed or severely understaffed. In either case, I would suggest that you invest in the proper areas of your company to provide responsible customer service. Otherwise, there MUST be another company that can provide better service to this region. I have every intention of contacting whoever I need to contact to provide exposure to your unacceptable business practices.
1 Updates & Rebuttals
Sandra
Atlanta,Georgia,
United States of America
SCANA Energy Regulated Division
#2UPDATE Employee
Wed, November 25, 2015
I am really sorry to hear of your experience and the amount of time to have your services restored. Atlanta Gas Light (AGL) owns the distribution system and metering equipment to provide your natural gas service. AGL performs the service requests for all of the marketers to include your monthly meter readings, processing service requests and responding to natural gas emergencies. The marketers access AGL's scheduling system and are provided the first available date and time slots available. AGL does have special consideration in a medical situation, and it appears you sent in the necessary documentation to have your order worked as quickly as possible.
We would like the opportunity to review your account with you if you would like to discuss further. You may reach out to us through our web-site at www.scanaenergyregulated.com or call us at 1-866-245-7742
.
You may also follow us on Twitter @scanaenergy and send us a direct message with your information and we will be glad to contact you.
