ComplaintsforYork County Natural Gas Authority

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/21/2023 I contacted the York County Natural Gas Authority (*****) to complete the application for service at my recently purchased residence at **********************************************************. I spoke to a representative named *** who was very helpful in sending me an email containing the application and service agreement documents. The email also provided instruction on printing, signing, scanning the forms, and returning them to the associated email address with a voided check for payment. I completed this soon after the original phone call, where I was told the gas would be turned on by end of business day. I did not move into the residence until 8/26/2023, however when I did the natural gas service was on. This was indicated by having a working hot water heater. On 8/29/2023, unbeknownst to me, the previous owner of the residence contacted YCNGA and had their services removed from the house. Me, believing I had just activated the account with YCNGA did not know it had been disconnected. I contacted a plumber due to believing my hot water heater was broken due to it being a **** unit. On 9/8/2023, after nearly 2 weeks of waiting for the plumber with no hot water, I had the hot water heater replaced for $1600 by Sky ******** LLC. However, it was believed there to be a problem with the gas line due to residual gas still present in the pipe allowing the water heater to ignite for short periods of time. I contacted the gas company who stated they had no record of me filing for an account and that the gas was disconnected on 8/29/2023. I made a complaint with them and forwarded them the email correspondence from 8/21/2023 directly and expressed my confusion as to why this occurred. Later, I received a call from YCNGA claiming IT confirmed my email was blocked by a firewall and they never received my application. To conclude this complaint, I am frustrated with the lack of communication / contact which led to me unnecessarily spending $1600 on a water heater. Thank you.

  Business response

  09/29/2023

  When the customer called on 08/21/2023 to inquire about establishing service, the representative informed him that once YCNGA received the application that we would give him a call back to get it processed. The emailed application did in fact get filtered out; although email filters are essential in protecting YCNGA and our customers against spam and phishing threats, they are not infallible and can occasionally block legitimate emails.Since the ****************** Representative never received the application, the service was not connected in the customers name.  As a company that also installs natural gas water heaters, the first thing we check is the gas meter to verify flow of gas to the appliance.The HVAC group should have performed thorough troubleshooting to determine the cause of the water heater not working prior to replacing it.
  
  

*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. ↩