NICOR, Inc.
Mr. Russ M. Strobel, Chairman, President & CEO
1844 Ferry Road
Naperville, Illinois 60563-9600
Re: NICOR’s Services Home Comfort Guard: Customer Service
Mr. Strobel:
Sir, this writing is not verbatim of the conversation between your representatives and myself. It is written according to the notes I took and my best recollection of events. Even though I tape-recorded the conversation, except for my cell phone conversation. I have not transcribed the tape and therefore, the content of this writing may not be in its “best” sequence of events.
I, Fred L Nance Jr., am a customer of NICOR Services Home Comfort Guard. I am in enrolled in your Comfort Guard Program. On November 11, 2005, Friday, I had an appointment for a “Clean-and-Check” of my furnace for the winter season. This appointment was for 5:00 pm. NO ONE SHOWED UP OR CALLED.
I called your customer service department at 1-800-373-1100 to check on my appointment at approximately 5:45 pm because no one had showed up or called. I talked to a male representative of your company who informed me my home was called on Thursday, November 10, 2005, reporting my appointment was cancelled and would be re-scheduled. I informed your representative I did not receive any calls, and there were no calls on my answering service at home or on my cell phone, which I receive calls 24-hours a day.
I asked your representative why was my appointment re-scheduled. He informed me it might have been cancelled because of other more important service request. I informed your representative I went through this same re-scheduling last year with my service call. Your representative stated to me, “if you went through this last year, why didn’t you call for an appointment in September?” I thought this statement was ludicrous.
I asked to speak to his supervisor. Your representative put me on hold for about 5 minutes. He came back to the phone and informed me his supervisor, Tad Ahuja, would call me back. Your representative took my phone numbers to call me back.
At approximately 9:00 pm, I called back because I had not received a call. I spoke with your representative Tina. I informed her of my earlier call. Tina reports there were no notes taken on the earlier call. Tina said she only had notes for October of 2005. This may have been the note for when I scheduled my appointment. I asked to speak to her supervisor. Tina informed me her supervisor, Tad Ahuja, was on another phone, but said he would call me back.
At approximately 9:10 pm, Tad Ahuja called me on my cell phone. The first thing Tad reminded me of was I called him and complained about this same issue last year. This means NICOR has my account targeted or labeled for harassment and intimidation (this statement will explain itself as you read the rest of this writing). Last year I reported Tad’s disrespectful, rude and nefarious character and behavior toward me to his supervisor. I am not sure of what supervisor I talked too. Evidently, Tad remembers the encounter or the results of my complaint/report.
Tad began hollering and shouting at me, on my cell phone, informing me he was the “call center manager”, telling me there were more important home visits than mine. Tad told me I did not have a 5:00 pm appointment. Tad said I had an “anytime after 5:00 pm appointment.” I attempted to talk over Tad’s boisterous voice informing him it was 9:00 pm and when was “anytime after 5:00 pm…” going to take place.
Tad continued to holler and disrespect me on my cell phone telling me about how an automated system called me telling me my appointment was cancelled on Thursday, November 10, 2005. Attempting to talk over Tad’s abusive, abrasive and boisterous voice, I informed him we would have dialogue not monologue to discuss this issue. Tad continued to talk loud with earsplitting tones. I informed Tad he should call me on my home phone. I informed Tad I had to get off of my cell phone. Tad informed me my cell phone was “the contact phone.” Tad continued to disrespect and dishonor my request. I hung up.
Tad called back on my cell phone. This is harassment. I can get and produce for your records cell phone records to verify Tad’s calls to my cell phone. Tad refused to call me on my home phone. I informed him I was not going to discuss this issue on my cell phone. I hung up again. Tad called me on my home phone. Tad asked me why couldn’t I talk on my cell phone. I was not going to answer such a demeaning statement. He continued to dictate and talk aloud about how his system tells him I was called and that is the end of the story. I informed Tad I did not receive any messages. I informed Tad I check my messages everyday, both at home and my cell phone.
Tad asked me did I want to re-schedule my appointment. I requested the President & CEO’of NICOR’s name, address, and phone number. Tad refused to give me your name continuing to force me to re-schedule my appointment. I requested Tad give me his supervisor’s name. Tad refused to give me his supervisor’s name. Tad continued to force me to re-schedule. I asked again for both names. I informed Tad I would find out who the President & CEO of NICOR is and place this writing on my website at: http://clickforjusticeandequality.blogspot.com/. Tad said “so what.” Tad then hung up on me.
I called back and spoke to Roger. I could hear in the background of our conversation someone prompting Roger about what to say to me. I informed Roger I could hear Tad giving him instructions on how to respond to my conversation. Roger continued the same conversation as Tad. I informed Roger I would be putting this incident in writing publishing and posting it to my website. I also informed Roger I had taped both him and Tad’s conversation. Roger informed me my conversation is also being taped. I stated, “good.”
I asked Roger for his last name. Roger stated we don’t have last names. I asked Roger for his corporate President’s name. Roger stated he was not going to give me his President’s name. Roger hung up on me. Roger called me back and told me he was instructed to give me Mr. Ahuja immediate supervisor’s name, which is Norm Lippelt telling me Mr. Lippelt’s phone number is 630-718-2755. Tad Ahuja refused to give me this information. It should have been recorded by NICOR. I requested Roger tell Mr. Lippelt to call me. Roger stated he was not going to take my message for Mr. Lippelt, and that I should call Mr. Lippelt. I asked Roger was he refusing to take my message. Roger stated he was not going to give Mr. Lippelt a message from me. This should be on NICOR’s recording.
Roger asked me if I wanted to re-schedule my appointment. I informed Roger I wanted the information for his corporate officer as I requested. I informed Roger I was not going to hang up my phone until I received that information. Roger and I stayed on the phone, without one word being spoken for about 15 minutes. I continued to refine the notes of this conversation with your representatives during the silence. Roger finally spoke stating I was trying to bait him into hanging up on me. I informed Roger he had already hung up on me once. Roger stated, “If I have hung up on you before, it must have been an oversight.”
I informed Roger I would not re-schedule my appointment until Mr. Lippelt called me. I accused your representatives of being racist and prejudicial toward my affairs. I hung up the phone. It was approximately 10:10 pm. Your representatives had me on the phone for over an hour disrespecting me with their condescending attitudes and nefarious tactics. Sir, if your customers are to expect this type of service, you should have no customers.
Sir, your corporate code of ethics statement for your employees and company, posted on your website states, in part, “…Corporate values and integrity have always been vitally important to Nicor's success. Our values and integrity allow us to have trusting relationships with our customers; they are the cornerstones for developing solid business partnerships and shareholder investments; and they help us attract and retain people with the highest ethical standards.Our integrity is determined in large part by one of our values- personal responsibility. At Nicor, each and every employee must take personal responsibility for building a culture where people are grounded in respect for others and in doing what's right. We must take personal responsibility for exercising common sense and good judgment in all that we do. And, when we have questions or feel there may be a violation of our values or ethical standards, it is expected that we each take personal responsibility for initiating an appropriate corrective action.”
This is not true according the statement made above. The employees I speak about in this writing do not share your corporation’s integrity and values. The employees mentioned above were rude, obnoxious, and nefarious with racial and prejudicial overtones of character and behavior. I make these accusations in the manner written because I am a mental health professional by degree. I have been working with characters and behaviors for over ten years, in-person and with clients/consumers/customers over the phone. I know what I am talking about. I will fax this letter to you at number 630-983-4229. I will call on Monday, November 14, 2005 to confirm your receipt. I have acquired the fax number on Saturday, November 12, 2005, for Mr. Tad Ahuja, which is 630-420-3407, from Greg, a representative of your company and NICOR services. I will also publish and post this writing on my website at: http://clickforjusticeandequality.blogspot.com/.
Sir, I informed Tad Ahuja and Roger I would publish and post this incident on my website. I informed them I receive many visitors to my website everyday. I informed them this writing could affect business and profits. Both Tad and Roger disregarded my statements, Roger once stating, “I was threatening him.” Sir, this is no threat. Publishing and posting this writing is a promise. It will be published and posted on my website on November 12, 2005. Your employees did not care about your business. Your employees have no concern or respect for the ethics and integrity you report on your website, which I have quoted what I believe to be part of this issue needing adherence.
As stated above, Tad Ahuja remembered our encounter from last year. He intentionally harassed, intimidated, and disrespected me. Evidently, there was no reprimand or representation from your supervisors for the character and behavior I reported last year. Nevertheless, Tad remembered well enough to retaliate against me in the issues presented here.
Sir, the public needs to know how your employees represent your company. The public needs to know how they will be treated if they complain or have concerns about the services of NICOR.
Sir, I was treated very badly. Tad and Roger’s character and behavior was notoriously wicked and evil. This type of conduct could only frustrate and infuriate a customer. It is my hope people review my letter, tell their friends and family, and seek services that will be amenable to strong commitment toward values, ethics, and the common good of man. This would be justice and equality for all.
Respectfully submitted,
cc: http://clickforjusticeandequality.blogspot.com/, Mr. Russ M. Strobel, Chairman, President & CEO (by fax), and Tad Ahuja, Call Center Manager (by fax)
