Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/08/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a complaint against this business is because during a recession. Even the governments admit this is a recession. Why does this company still doesn’t allow any work out plans or allow a few days to pay your bill without any remorse. They cut your gas off even though you have no other options to go to piedmont natural gas. Who does allow grace period dates. Could you please explain to your customers why is no grace period allowed? And does this company always pay their bills on time? Does their employees always pay their bills on time?

  Business Response

  Date: 12/08/2022

  This customer has had an account with Fountain Inn Natural Gas since 2013 with a credit status of Poor. This status means the bills are generally paid after late fees are assessed. The company is very much aware of the current economic situation and has made several attempts by putting notes on bills, sending separate mailings and social media posts to inform all customers that prices are rising and prepare and plan. This particular customer's bills are always due on the 15th of each month. Four days after the due date, a late fee was assessed, and a cut-off date generated. The day after late fee was assessed, an automated courtesy call was sent reminding the customer of the status of the account. This particular customer received a courtesy call on November 28, December 1 and December 5, 2022, and was left voicemails for the customer to call the office. These calls are done simply as a courtesy and not required by law. The cut-off date is also printed on the customer's bill. There is a grace period of (10) ten days after late fees are assessed. We do offer payment arrangements to customers that have a past due balance of at least $50.00 if they contact us and request it before the day of cut off. There is no record this customer made a request. If a City employee has a gas account that is delinquent, the information is sent to the City Administrator to review the account and suggest disciplinary action for that employee according to policy.