June 18, Saturday
- Called ATCO to arrange for re-connection....<Cost $90>. Scheduled for sometime Monday. As a result I must stay home all day and miss work.

June 19, Sunday
- Nothing eventful takes place, however I do get ill that that evening (2am) and miss a few hours sleep.

June 20, Monday
- ATCO attended my home at 8:30am, <door bell, knocked and phone> but I’m still in bed and didn’t hear them. I missed the appointment for re-connection. My fault...yes.
- Call ATCO back at 9:30am. I am advised that I can’t schedule today. Must reschedule tomorrow....cost $90 <TOTAL so far: $180> Must be at home.

June 21, Tuesday
- 7am..I am up and waiting for ATCO. Phone at my side. I will not miss them this time.
- 2pm..I am nervous waiting for ATCO and check the front door. I find a notice on door “Missed ATCO @ 1pm”
- I immediately call ATCO. Can’t schedule until tomorrow. <Cost $90>...oh, you want it today!....<Cost $250>
- Spoke to ATCO Supervisor. No flexibility. They can’t return today. Another appointment tomorrow...<Cost $90 New total $270 for reconnection> You must be home.

I advise the supervisor that I will turn my own gas on as I cannot afford any more charges or miss any more work. And being explained the legality of my actions, I advised her that no attempt at theft was being made, I intend to pay for whatever gas I am metered at. The call is ended.

- 4:30pm. I see an ATCO vehicle at my door. Going out, I find it is the technician from the missed earlier appointment. He is looking for a lost wrench. He advised me, that he can not turn on my gas. He requires another appointment. Regardless, that he is here, I must spend another $90 for tomorrows visit.

I wish to note that the serviceman was very polite and professional. He was surprised at the series of events to date as he gets several re-connection calls daily where...
o The home owner leaves a hidden key to allow access.
o The home owner is not home, and assumes the responsibility of lighting the pilot lights. He was also clear that unsuccessful pilot lighting, would be another service call and another service charge <understandable>.
- Later that evening, I removed the lock and turned on my gas, lit my pilot lights and all is well.

My levels of frustration and anger can not be explained, however the points I wish to bring to your attention are...
1. Whatever the reason, trips that result in ‘no action’ should not cost the full $90 for 10 minute drive-by.
2. After a customer misses a call and ATCO is given amble notice, an effort should be made for a same day return with no charge.
3. After 5 days with no gas/heat/hot water, some minimal priority should be given to a customer who actually WAS WAITING for the technician.
4. The technician was on my property, standing beside me and the gas meter...some leniency should be shown in this situation.
5. At no time was I offered any options of leaving a key or turning on my own pilot lights. If this was offered initially, this entire incident would not taken place. An obvious shortcoming on your call center personnel.

I write a letter of complaint to the Manager of Operations. No response.....actually, not even an acknowledgment.

Next month, I get the bill. With their little charges and hidden fees......
Monthly gas bill......$22
Connection fees......$283.50

This is what happens when the province does not allow any competition. ATCO can screw you and you got no where to go!