Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are trying to charge me $417 for one month of service when it has never been that high and they are saying it’s my fault when it’s not. I only have gas furnace and stove.

  Business Response

  Date: 02/22/2024

  This customer called in a complaint about a high gas bill on 2/7/24.  She was advised that it was a longer than usual billing period, (from 12/22/23 to 1/25/24) at 34 days; also, there were two extremely cold spells during that billing period.    She stated that she did not use the furnace from 1/15/24 to 1/24/24, because the furnace needed new filters and they heated with electric heaters during this period.
  Her meter was inspected on 2/7/24, including all outside lines and connections.  No issues were found and in the period from 1/25/24 to 2/7/24 (13) days the customer had used 70 CCF’s.  This usage is consistent with the period and temperatures.
  Below is her meters, daily usage & readings downloaded from the remote transmitter
  

  See attached.

• Initial Complaint

  Date:07/25/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We started gas service with Cardinal Gas, and we noticed a "Customer Charge" on our account for$ 25.85 every month. We have paid a deposit, and also paid service charges in the past for them to light pilot lights of $100.00. we called and this is a charge apparently just to have their gas service. We were also given notice that our bill will increase by 12.6 percent! We realize the increase is unavoidable, but this customer charge needs to end. There is no alternative for gas for another company. This is extortion. And is illegal.

  Business Response

  Date: 08/04/2023

  Better Business Bureau ID #********
  
  
  Utilities impose a flat monthly basic customer charge, as approved by
  the Public Service Commission (“PSC”), designed to recover certain fixed
  expenses associated with making utility service available to customer locations.
  The utility incurs these expenses regardless of how much natural gas you
  consume. These expenses may include customer account expenses such metering,
  billing, and payment processing as well as fixed costs associated with your
  individual service line such as depreciation, maintenance, and financing costs.
  The utility may or may not show this charge as a separate line item on your
  bill.  The Cardinal Natural Gas monthly
  customer charge has been $10.08 since April 2018.
  In WV, the anticipated cost of natural gas utilities’ natural gas supply
  for delivery to customers is adjusted annually, with new rates going into
  effect November 1.  These costs
  historically are billed to customers as part of the volumetric rate applied to
  monthly customer usage.  Due to the
  significant increase in the market price of natural gas during 2022, the PSC
  determined the utilities should bill a portion of the gas cost billing
  component as a fixed monthly charge, as opposed to a volumetric charge, as an
  increased volumetric charge would add significantly to customer bills during
  the winter months.  The fixed monthly
  charge authorized by the PSC, related to purchases of natural gas, is
  $15.77.