Storm Mechanical, Avista, and the City of Coeur d'Alene - Working together to help our neighbors

Split service in a split second

Same-day gas service a result of great relationships and dedication to excellent customer service

Our employees make it easy to do business with Avista. It’s something we strive for everyday. An example of that commitment can be found in Coeur d’Alene where a couple in need received gas service from Avista –in one day. Same-day residential gas service rarely ever happens, especially when working in the weather a cold December day can bring. However, everyone came to the table with the intent and attitude of helping those who have spent decades helping others – and we delivered reliable service when it mattered most.

Coeur d’Alene residents Bob and Helen Piller are both in their 90’s, and until recently, led an active gardening life and also liked to do what they call “neighboring” where they visit with and help out their neighbors.  In late December their neighbors, James and Kimberly Dunn were able to return the favor of looking out for them.

Avista received a call from Dunn because he thought he smelled a gas odor. It turns out the odor came from the Piller’s old oil furnace which had broken down, resulting in many gallons of leaking oil throughout the basement of their home.

A new fuel plan

The Pillers had some choices to make. They needed heat and they needed it quickly. With the price of oil consistently on the rise and a broken oil furnace, their situation presented the option to convert to a different fuel – natural gas.  As luck would have it, the Dunns recently converted from oil heating to natural gas. This was a perfect opportunity for the Pillers to get service to their home by splitting off from an existing service line, also known as a split service. The Dunns were more than willing to help their neighbors out with the conversion process. They had Storm Mechanical, who they hired for their own furnace installation come out and assess the situation.  

“Bob and Helen had been without heat since Monday,” Dunn said. “Tom Norris from Storm Mechanical was in Kellogg, but he made it back here by 5 p.m. Tuesday night. Tom called his local sales rep and was able to get the furnace the next morning.”

Wednesday, Norris came into Avista’s Coeur d’Alene office and explained the situation to Construction Project Coordinator Rick Berger.

Before Berger left the office Wednesday morning, Dunn had called and gave Avista permission to perform any kind of work that would help his neighbor. They signed the split agreement and the real work began.

Now that’s fast service

Since Storm Mechanical was already in the process of removing the old furnace, they told Avista they could have the new one installed and piped out before the end of the day, Wednesday.

Back at the Avista office, Construction Services Technician and Scheduler Charmaine Heidt called in for emergency locates and checked on crew availability. Berger designed a job and Construction Services Technician Geena Lehti processed the job and created a contract. Gas Foremen Monte Slinkard, Kevin Bridge and Journeyman Gas Justin Harty stopped by, picked up the job, and headed over to the Pillers to install the service. Despite having to hand-dig in very snowy conditions, by 1:30 p.m. Wednesday, a meter was installed, pressurized and ready for service.

“Everyone was great,” Dunn said. “Both Avista and Storm Mechanical were adamant about the equipment rebate for a high efficiency natural gas furnace which definitely helped alleviate costs. They were also very fast and efficient. They were in and out even though it was snowing that day.”

The inspector from the City of Coeur d’Alene also came out at 4 p.m. to inspect, approve and pull the lock from the meter. This may seem like no big deal however, it is not too often that the city is able to do same day inspection that late in the day. The Piller’s new furnace was fired up and good to go at 4:30 p.m. Wednesday afternoon.

“The stars aligned that day,” Berger said. “Getting gas service to a customer in one day rarely ever happens. But through the collaborative efforts of caring neighbors, Storm Mechanical, the City of Coeur d’Alene and Avista employees, we were able to provide service for this nice couple.”

Stars and alignment aside, the gas service installation is a testament to employees going above and beyond to get the job done and work well with other stakeholders to provide excellent customer service.