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Questions about starting or discontinuing service
Questions about my bill
Questions about other Intermountain Gas Company services
Questions about safety
Question: How do I open a residential or commercial account?
Answer: To open an account, complete our online
Start Service form or call our
Customer Service Center. Please allow at least 2 business days before you would like service started. New service connections are completed Monday through Friday, excluding holidays.
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Question: How do I convert to natural gas?
Answer: Converting is easy! In order to convert, you must be within Intermountain
Gas Company's service area. To find out if you are in
Intermountain Gas Company's service area, view our Service Area Map, call our
Customer Service
Center, or use our convenient email form.
If you are within
our service area and wish to sign up for a gas line,
contact the Intermountain Gas Company office nearest
you and ask for a marketing representative. Next,
contact your local heating, plumbing, or
appliance dealer to select the natural gas furnace, water heater, and/or appliances of your choice. After your heating contractor has installed your new appliances
and inside gas lines, you can use our online Start Service form or call our Customer Service Center to set up your account.
If you are converting your heating system from another energy source, you may be
eligible for a $200 rebate. Click here for details on the
Rebate Program.
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Question:
How do I get my mobile home connected to natural gas service?
Answer: To connect your mobile home to the gas line, you can call any
heating/plumbing contractor from your local telephone book. The contractor will let you know if you need to obtain a gas permit in the city where you live. The
contractor will then install the necessary gas pipe from the main line to your mobile home.
Before your gas service can be turned on, your gas pipe must be pressure tested
in front of your City Inspector or an Intermountain Gas Company representative. The pipe must withstand an air test of 20 pounds for 20 minutes on a 30-pound
gauge. These gauges are available upon special request from Intermountain Gas Company offices and require a $10 refundable deposit. (Service technicians do not
ordinarily carry these gauges in their vehicles.) Make sure you disconnect your appliances and perform the pressure test against the shut-off valve in the line
before each appliance, NOT against the appliance control.
Once your gas line is installed and pressure tested, use our online Start Service
form or call our Customer Service Center
to set up your Intermountain Gas Company account.
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Question:
Do I need to be at home to have my gas service started?
Answer: The following answers apply:
- If your gas service is on, we only need access to your meter to start service for you.
- If the property is vacant, with no personal belongings in it, all we need is access to the gas equipment and thermostat.
- If your gas service has been shut off, you will need to be at home or arrange
for another adult to be at home when the service technician comes to turn on gas service.
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Question: Will I need to pay a deposit?
Answer: If
you are a residential customer you may need to
pay a deposit if any of the following has occurred
within the past four years:
- You have an outstanding bill for prior
service with Intermountain Gas Company.
- Your service was turned off for one of the
following reasons:
- nonpayment of a bill
- misrepresentation of identity
- failure to pay for damages
- unauthorized use or theft of service
- You supplied false information at the time
of application for service.
- You requested service for a residence where
a former customer owing an old bill still resides.
- You received two or more written Final Disconnect
Notices in a twelve-month period.
- You filed for bankruptcy.
The deposit requirement
can be waived if another Intermountain
Gas Company customer, with good credit and
who is of the same rate
class, signs a written guarantee of
payment. This person called the guarantor,
is
responsible for an amount equal to the deposit
amount. The
guarantor will
be released from obligation after twelve
months of satisfactory payments have been
made. If you are a commercial customer and have not
established a satisfactory payment history with
Intermountain Gas Company, a deposit will be required.
Deposits are calculated at 1/6 of the estimated
annual usage for customers with heating and water
heating. For customers who use gas service for
space heating purposes only, the deposit will not
exceed the total of the two highest months’ bills
during the previous twelve months. Deposits can
be paid in two installments, one half of the deposit
is due at the time of application, and the balance
is due within thirty days.
The
deposit plus interest will be refunded when you
leave service or have paid your bills satisfactorily
for 12 months.
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Question: Is there an initiation fee?
Answer: If your service is turned on during regular business hours, you will be
charged a $14 initiation fee with your first regular bill. If your service is turned on after hours, you will be charged $40. (It does not matter what time of day you
complete our online Start Service form. The additional charge only applies if you request that the service technician come to your home outside of normal business hours.)
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Question: What do I need to do when I move?
Answer: You can use our convenient online
Stop Service form or call our
Customer Service Center to close your account and turn off your gas service. Please contact us at least 2 business days before you move to schedule your final
meter reading. This will allow us to provide an accurate final bill.
If you are moving to another home within the Intermountain Gas Company service
area, you can use either our Start Service/Transfer
Service form to stop service at your current home, start service at your new home, and transfer your account to your new address.
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Question: How do I get my gas service disconnected?
Answer: If you wish to disconnect your service, you can use our convenient online
Stop Service form or call our Customer Service
Center. If you are moving to another home within the Intermountain Gas Company service area, you can use
our
Start Service/Transfer Service form to stop service at your current home,
and start service at your new home. Please allow two business days for service disconnection.
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Question:
Can I make changes to my account over the Internet?
Answer: Yes! To make corrections or add information to your
account, use our Update Account Information
form.
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Question: What rate do I pay?
Answer: The price you pay for natural gas depends upon whether you are a
residential or commercial customer and how much gas you use. See our
prices page for more information.
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Question:
How does Intermountain Gas calculate the amount I owe each month?
Answer:
Your gas
meter measures the volume of gas that you use in
cubic feet. Most of our service territory is read
through AMR (Automated Meter Reading). It is a
method of remotely reading meters using advanced
communications technology. This technology allows us
to read your meter from a mobile meter reading
vehicle once a month, instead of the manual read
taken by a meter reader.
A billing factor is an adjustment made to each
customers bill to insure the customer receives the
heating value from the gas they pay for. In general,
100 cubic feet of gas generates one therm of heat
energy. However, the amount of heat generated varies
depending on the weather, your altitude, delivery
pressure and the source of the natural gas (Canadian
or domestic). These factors are monitored and used
to compute your billing factor. The volume of gas
used is then multiplied by the billing factor to
determine how many therms to bill. You are charged
the current price per therm for natural gas used.
For more information, see
Understanding Your Bill or
How to
Read Your Meter.
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Question: When is my bill payment due?
Answer:
You can find your bill due date on your monthly
statement. Current charges are
considered past due 15 days after the bill was mailed or would have been mailed if you are receiving an e-bill.
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Question: Can I pay my
Intermountain Gas Company bill on the Internet?
Answer: Yes! Click here
for more
information.
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Question: Why does my bill seem higher than I expected?
Answer: There are several reasons why your bill may be higher than you
expected. Has the weather been colder than usual? Are you changing your thermostat setting more than twice a day? Is any furniture blocking your heating
registers or have you closed any registers? Is your fireplace properly vented? Are any faucets or pipes leaking? Any of these things can cause your energy use to
go up. See our Conservation Tips for a list of simple things you can do to reduce your gas bill.
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Question:
Do you charge interest on past due accounts?
Answer: If you have a balance owing for a previous month's bill at the time your
current bill is generated, you will be charged interest at a rate of 1% per month on the past due amount. If you participate in the
Level Pay
Program, you will not be charged interest.
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Question:
Is there a charge for collecting past due payments from my home?
Answer: If an Intermountain Gas Company representative must visit your home to
collect payment, you will be charged $15. This charge does not apply if your gas service is discontinued.
(See Is there a charge for reconnection?)
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Question: Is there a charge for reconnection?
Answer: If your gas service has been discontinued for any reason, you will be
charged $20 to reconnect your gas service during business hours or $40 to reconnect after hours.
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Question: Is there a charge for returned checks?
Answer: If your check is not honored by the bank, you will be charged a $20 returned check fee.
Question: Do you have
a self service telephone number available to allow
customers to check account balances and make payment
extensions?
Answer:
Intermountain Gas Company offers self service
options via your telephone any time, 7 days a week.
Self service options include accessing your account
balance, requesting a copy of your 24 month usage
history or most recent billing statement and
requesting a payment extension. Please have your 12
digit Intermountain Gas account number available
when you call. Our customer Service number is
377-6840 in the Treasure Valley, or 1-800-548-3679
for all other areas.
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Question:
Do you have a landlord program?
Answer: Intermountain Gas Company offers a Landlord Program. Absentee owners who wish to keep natural gas service active at properties between tenants may enter into a Continuous Service Agreement. For more information about the Landlord Program, or to obtain a Landlord Continuous Service Agreement, call our Customer Service Center at 377-6840 in the
Boise/Treasure Valley or 1-800-548-3679 in all other areas.
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