Customer Survey Results
Every few years the Westfield Gas & Electric sends a questionnaire to all residential customers asking them to evaluate the utility's performance. Below is a selection of your responses. Please remember your comments are important to us, so you don’t have to wait for the next survey to tell us what you think. You can e-mail us at managersoffice@wgeld.org.
WG&E offers competitive rates.
WG&E delivers excellent service.
If I could choose my utility provider, I would stay with the WG&E.
Overall, I am satisfied with WG&E.
Customer Testimonials
The Westfield Gas & Electric strives to meet its customers needs. We are extremely pleased when customers go out ouf their way to telephone or write us to express their gratitude. Below are some of the many accolades we've received recently:
A Brookline Avenue customer called in and gave high praise to employee Kyle Beluzo. He said that Kyle was at his home to change out his gas meter, and took the time to explain things to him, and did the job quickly and efficiently.
A King Street customer called to commend employees Kyle Beluzo and Bob Miller for the service she received. She said they were "absolutely courteous, very professional, and wonderful." Kyle was on-site to change her gas meter, but she was impressed when he found something wrong with her furnace and called Bob in to aid with the repair. The extra time they took to assist her on a hot day “was above and beyond – they deserve a gold star, a cookie, or a pat-on-the-back.”
"The G& E is a wonderful partner in so many of our efforts! Special thanks to Dave Loiko, Brian Butler and their guys for getting our tree up again this year and for having our new menorah up and running for the Mayor’s Menorah lighting! We had over 50 people! I really do not know what I would do without you guys!!! Our city is truly blessed for all the G & E does behind the scenes! Thank you again, you guys are the best! " ~ Lisa McMahon - The District of Westfield
"We lost power in the Tropical Storm Irene. Was barely down an hour and you guys were to the rescue. I just want to say thanks for your hard work during this crazy storm!" ~ Zephyr Street customer
A Holyoke Road customer wrote to express her gratitude for the service she received when purchasing a hot water heater: “As a single woman, (I have) all the responsibility of determining which water heater to purchase, getting it to my house, finding someone to install it correctly & disposing of the old unit. (It) was all taken care of by one call to your company! Thank you!"
A Belmont Street customer wrote us following a tree trimming request: "Thank you to everyone for getting this done so quickly! The contractor did a great job and they cleaned up the area nicely. We hardly noticed they had been there at all. Well, at least until you looked up to see the branches missing! Thank you again!"
A customer called to commend employee Jake Martin for the service she received. Since her husband passed away, she hadn't felt comfortable when dealing with her gas furnace. But on a service call, Jake was very helpful and answered all her questions. She says she now feels safe, thanks to Jake! And her daughter extended her appreciation, too.
Dear Dan (Howard),
I felt that a "thank you" to Chris LaVertu & Brian Butler was in order for their efforts in helping us get the new electric service at Tell Tool's Building Two up and running. Their help allowed Tell Tool to move machines from their Building One location to their Building Two location without added loss of production. Please pass along our sincere thanks for making this project a success.
Best Regards,
Paul Asselin
Elm Electrical, Inc.
A customer from Old Stage Road called in with a report of ice on her meter, and went on to sing the praises of the Department, saying "you all do a marvelous job" and that she and her husband "are so thrilled with the Westfield G&E...you are a great company".
"On Monday morning, January 11th, we woke up to discover that there was no heat coming out of the radiators. We called the dispatcher and he promptly sent out a service man, Jake. He quickly determined that the recirculating pump was not working. We were amazed at his expertise when he was able to put the pump back in order! The unit is working fine now and we have plenty of heat throughout the house!"
"I would like to compliment your organization for the fine service that was recently provided to me. I found myself in a difficult situation that required positive action, and I turned to you for help and was obliged in a most satisfactory manner. Please convey my thanks to your staff for a commendable job and know that in the future, when I am in need of outstanding service, I will certainly consider you right away."
"Please thank the man that fixed our power lines last night. What an awful night to be a lineman & what a dangerous job on a night [with blizzard conditions]. It was greatly appreciated. They are to be commended. Keep up the great work!”
Ed and Heidi C. came in the office to say they called dispatch because they had intermittent power and the line man came out right away. It turned out the customer just needed a new breaker. He was very happy with the dispatcher who answered the call and the line man who came to their home.
“I work in a real estate firm and needed to acquire copies of an electric & heating bill for one of our properties. I spoke with Kathy and she was very pleasant, knew exactly what I needed & faxed it over promptly. WOW. You certainly don’t find efficiency like that often. Thanks, Kathy, for making my life a bit easier today.”
A customer from Prospect Street wrote in with high praises for the Department, and in particular, the assistance Lisa Kelley gave him in setting up a new hot water tank. He just couldn’t say enough good things!
A customer from Chestnut Street called to say how pleased they were with the service they received, all the way from the dispatcher who answered their phone call to the lineman who responded to their home. Great job, Kevin and Joe!
Utility Engineer Matt DelMonte was given high praises from a customer on Barbara Street for his interactions with them on their new gas service. “He was very helpful & nice to do business with.”
A customer on Michael Drive wanted to let us know he was pleasantly surprised at how quickly we responded when he called regarding a street light that was out…and that the worker who made the repairs was very nice.
A customer from Westwood Drive called to say Jake Martin did a great job when he was at her home, was very helpful and answered all her questions.
Mr. Padilla called to commend the gas stove connection service he received from Jake Martin. “Your serviceman was extremely polite & friendly, which we found to be very refreshing.”
Dear Mr. Howard:
We would like to send along our sincere “thank you” to your entire staff for their assistance in the installation of the new lighting for the Veteran’s Memorial at Stanley Park.
This additional lighting will allow us to make sure that “Old Glory” will now fly 24/7 and pay honor and respect to our nation’s heroes.
All of the workers who helped us with the installation are deserving of our sincere “thank you” as they certainly did a most timely and professional job.
All of here at Stanley Park are pleased to be in partnership with Westfield Gas & Electric as we work to provide service to our visitors.
Thank you,
Robert McKean, Managing Director
Dear Mr. Loiko, Jeff MacAdam, and Matt Fitzgerald,
We Bear Cubs from Pack 820 want to say a big ‘THANK YOU’ for our great tour of the WG&E on October 13th! We had so much fun & learned a lot! We thank you for your time, for the awesome tour & the information. We also love our cool G&E hats! Thank you so much for having us there & for teaching us so many useful things! We hope to see you again in the Spring, when maybe we can meet you at the sub-station next!
Ben, Jeremy, Adam, Alex, Nick, Joey, Aidan B, Aidan C, Tanner (and Heidi T.)
Dear Mr. Howard,
I just wanted to personally drop a note and thank you and your entire team for the quick response on removing the outdated easement that existed on our property. The department’s quick response helped us to resolve an unexpected issue. I would like to add that this was not the first time that Westfield Gas and Electric had come to help when needed. Your team has been outstanding to work with; they are well-trained and respond to emergencies quickly. They help us with performing energy audits when there is a need for it and meet all of Columbia’s uninterrupted electrical or gas supply needs. On behalf of Columbia Manufacturing, I’d like to thank you and the department again for all the help and support.
Best Wishes,
Ali R. Salehi
Sr. Vice President
Engineering & Plant Operations
Columbia Mfg., Inc.
Dear Ms. Paton,
I’m writing in reference to a service call we had last April. Sorry it has taken so long, but in the middle of moving, I just kept putting this off. However, I think you have an employee who deserves recognition and wanted to let you know.
After selling our house, the buyer’s inspector listed a “loose cable” that needed to be fixed. Not knowing anything about these types of things and with my husband already in North Carolina, I called and scheduled the service with the G&E. In my mind, a problem with the electric cable was something the G&E would fix.
On April 29th (I think I have the date right, but it was right around there) John came out to fix the cable. When he saw the problem and explained to me it was our responsibility to fix, I was flabbergasted, and it must have shown on my face because John so very kindly took the time to explain it to me. He showed me exactly what the problem was, walked me through exactly how to fix it, wrote down the parts to buy at the Home Depot, and he was even tall enough to reach up and unscrew one of the hooks for me so I could take it with me to the store to show them the part I needed.
John didn’t need to spend an extra 20 minutes helping me with what evidently amounts to basic home repairs. I’m sure he had a list of service calls to finish that day that I was keeping him from. But to me the service provided was invaluable. I’m happy to say I was actually able to do the repair to the satisfaction of the buyers and all went smoothly, but without his help I probably would have ended up spending a lot of money to hire someone to do the job.
John should be commended for his willingness to go above & beyond to assist a customer, and the G&E should be happy to have such quality people working for them.
Sincerely,
Cheryl K.
