Complaints

This profile includes complaints for Mountaineer Gas Co.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mountaineer Gas Co.

  2401 Sissonville Dr Charleston, WV 25387-1336

• 

  Mountaineer Gas Co.

  1346 Cove Rd Weirton, WV 26062

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:03/19/2024

  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.

  I have a cut off notice for today from this company. I asked for an extension and was told I broke a promise last June so will they not work with me. I asked to speak with a supervisor. Deana Id# *******. She is working out of her home and is unable to connect me with a supervisor but reassured one would call me back with 48 hours. No one did. I called back 5 days ago and asked again. None is available but one will return my call. 5 days later and still no supervisor. I called again today and was told they would put the request in again for the third time. Problem is the cut off is for today finally and I am certain if I spoke with a supervisor this would not be an issue.

  Business Response

  Date: 03/19/2024

  Per the Rules and Regulations of the Public Service Commission and MGC Tariffs, bills are due when rendered.  Each bill shall become
  delinquent thirty (30) days after it is rendered.  A bill is considered rendered when it is
  placed in the US Mail or postmarked.  

  On 2/15/2023, the complainant was offered an 18-month Deferred Payment Agreement (DPA), which resulted in default and termination of gas service. Upon reconnection of gas service, a 6-month Deferred Payment Agreement was set, which has also resulted in default. 

  A termination notice was mailed on February 22, 2024, for a delinquent payment of $699.38, for termination on/after February 27. Another bill has since become due.

  Currently, a total past due balance of $906.64, is outstanding, a current bill of $162.28 is due on April 8, and a total actual account balance of $1,068.92 is owed.

  I did contact the complainant to speak with her regarding her account. As a one-time customer courtesy, MGC will cancel the collection disconnect order that has generated. An agreement will be offered for Ms. ********** to pay 1/2 of the account balance owing in the amount of $534.50 by Monday, March 25. The remaining account balance owing of $534.42, will be placed on a DPA of $89.10, in addition to the current bill, beginning with the May payment. 

  Ms. ********** accepted the agreement as offered.

  Kind Regards,

  MGC Corporate Office

   

• Initial Complaint

  Date:03/07/2024

  Type:Customer Service 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.

  I received a shut off notice from mountaineer gas company about 4 days ago via mail. On 3/4 a man working for mountaineer gas company and had a shut off notice but said if I paid 180.13 that same day it would keep from getting disconnected. That same evening on 3/4 a payment was made for 190 via the website. No where on the notice or did it say or the man tell me I had to call and tell them I made a payment. So on 3/5 while I was home - no one knocked or anything but left a disconnection notice saying it had been shut off even though I made the payment like the man said.
  Called and spoke to someone and she basically told me too bad, so sad. But now since it’s off I have to pay 299 to get it back on even after having explained everything. So now my family is without gas due to the Mountaineer gas company and the fact that the payment doesn’t automatically update in the system. Contacted PUC appeals department also because this is not ok.

  Business Response

  Date: 03/08/2024

  The complainant has been contacted. Arrangements have been made to have the gas service restored.

  Kind regards,

  Mountaineer Gas Corporate Office

• Initial Complaint

  Date:03/05/2024

  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.

  I’ve been paying my bill at this address for 13 years and the last 2yrs has been a mess my bill was high do to a leak I had the leak fixed I had to make payments arrangements with them and I made my payments the bill I just got said on it that my payment arrangement was paid I owed nothing on it but on the bill it did show I owed 350 dollars from last bill I called them the lady said let me look this up because it was showing her the same thing she came back and said I owed all that because I didn’t make my payments and I did I paid it all

  Business Response

  Date: 03/05/2024

  MGC has no record or documentation to reflect that a leak was reported for your residence. I attempted to contact you to review the billings with you. A voicemail message was left for you to return my call.

  A spreadsheet has been attached to reflect the bills that were generated for your account and the payments that were made by you. The end result is that a remaining account balance of $681.54 is owed.

  I will mail a copy of your bills as well. On the bill that was mailed on February 22, 2024. The bill reflects a total payment due of $681.54. There is a notation on the bill that states , "Amount Remaining on Agreement is $0.00. That statement means that once the payment of $681.54 is made, your agreement will be fulfilled. 

  I will be more than happy to reach out to you again to discuss further.

  Kind regards,

  Mountaineer Gas Corporate Office

• Initial Complaint

  Date:03/01/2024

  Type:Customer Service 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.

  On 2/26/24 I was contacted by mountaineer gas to inform me I had a gas leak. On top of that the pipe needed changed. This is prior to the meter for my residence. I was told it’s a misconception for many that mountaineer gas covers before the meter. So I spent all week digging and replacing the line. I contacted the company to ask them to come check and rehook the lines up. They told me they would call me in the morning (3/1) and I had to be present. I originally took half a day off work, lost money, have sat in a cold house with no heat or hot water for DAYS. I was given the expectation that I would have my services resumed this morning. Now, I have to take the rest of the day off and lose more money because I cannot be at work; I was told I had to sit here in my cold house and wait for someone to show up between 8-4. This is unethical and unacceptable to force someone to lose money and wait for a service when the original request was to contact me first so I could be present.

  Customer Answer

  Date: 03/01/2024

  They’re currently here working on it, but that doesn’t mean they’re going to give me a hard time because I’m a single female trying to figure men’s work out. I don’t know if it will be fixed once they’re finished or not. 

  Business Response

  Date: 03/14/2024

  A leak was found on the customer service line for this location. The gas had to be shut off until the repairs were made by the customer or the customer representative.

  Due to recent network outages, the service order is noted to call the customer before going; however, the request cannot be guaranteed due to cell phone connectivity issues.

  MGC apologizes for any inconvenience this issue may have caused.

  Please advise.

  Thanks,

  Mountaineer Gas Corporate Office

• Initial Complaint

  Date:12/21/2023

  Type:Customer Service 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.

  a mountaineer gas representative came to my house and completely broke my door and hinges then they sent out another representative to “fix” their mistake to which they only used epoxy and it ended up breaking the same day now i have a bill for almost $4000 in repairs to their destruction to which they have REFUSED to pay and if i do not get compensation i will sue

  Business Response

  Date: 01/03/2024

  Mountaineer Gas responded to a Public Service Commision filing for the complainant, filed on December 6, 2023, to which the complainant asked for the Company to repair his storm door. 

  Mountaineer Gas advised the complainant to get 2 estimates for the screen door to be replaced on at least 3 occasions. The complainant has thus far provided the Company with one estimate for $3,645.00, which includes the labor to remove an existing exterior door and storm door, labor to prep the area as needed for new installation. Install new 36x80 Provia exterior door. Labor to finish and caulk door/trim after install. Part 2 of the estimate is to install a new 36x80 Provia storm door. Labor to prep the area as needed for new door installation. The estimate is not itemized to reflect the cost to replace the storm door.

  To date, the complainant has not complied with the Company's request to provide 2 estimates for the replacement of a screen door per his initial request. 

  Kind Regards,

  Mountaineer Gas Corporate Office

  Customer Answer

  Date: 01/04/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  i have indeed sent two quotes and they called me and said they’re unhappy with the quotes because they’re too high and they’re not willing to pay the amounts when in reality they just want to make excuses to not pay anything at all. they state they will not pay unless i can get a lower quote despite me doing exactly what they asked of me and providing two different quotes from different companies. they state their employees do not think the damage that is being reported is accurate because their employees say so which is completely biased and unfair of course their employees would side with them not to even mention the fact that their employees are NOT licensed contractors so why would their word or opinion even matter in the first place whereas my quotes ARE from LICENSED contractors which i trust the word of much more than a biased utility company who makes their money preying on the citizens of WV with predatory pricing and business practices. they further stated if i want them to pay i will have to sue them which i am fully willing to do so that i can fix my property that THEY so graciously destroyed. 
  
  
  
  Regards,
  
  
  
  *********** *******

  Business Response

  Date: 01/23/2024

  Mountaineer Gas has agreed to replace the storm door although the initial request per the PSC filing was to repair the storm door.

  The quotes provided by the complainant included replacement of an entry door. Mountaineer has denied this request to replace the entry door.  

  MGC's Risk Management Team, stands firm in this offer that if a reasonable quote is provided for the replacement of a screen door, the matter can be revisited, otherwise; it is suggested that the complainant proceed to take whatever course necessary.

  Kind Regards,

  MGC Corporate Office.

   

• Initial Complaint

  Date:12/11/2023

  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.

  Nature of dispute is: charging me a security deposit of $75.00 for no explainable reason, nor have ever been asked to pay a security deposit from any utility company. Additionally, they are charging me a "delayed payment penalty" of .95 for what? How have I delayed any payment?

  Business Response

  Date: 12/11/2023

  Per the PSC Rules and Regulations,
  Rule 4.2.1. – states that a utility may require an applicant or customer to
  make a deposit as a guarantee for the payment of gas used…the utility shall not
  be bound to supply gas until these conditions are fulfilled and it may cut off
  the supply if the guarantee is not given when required. After the customer has paid bills for service
  for 12 consecutive months without a delinquency, the utility shall promptly and
  automatically refund the deposit plus accrued interest.

  The bill states that the total payment due is $201.90, which includes the $75.00 security deposit. The latest payment date to avoid paying a penalty is to pay by the current bill due date of December 27, 2023. If the payment is made after December 27, $0.95 penalty will be assessed.

  Kind regards,

  Mountaineer Gas Corporate Office

• Initial Complaint

  Date:10/18/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  In May of 2023 My husband and I smelled gas outside of our house and called for an emergency technician to come out. It was determined that the leak was the gas companies' responsibility, not a problem he fixed it. The issue comes in that we told him we were going to cut the gas off for the summer probably. So, he offered to disconnect and cap it while he was there and said we just needed to call MGC and let them know he had done it. We did that, we were told that we had a past due bill, and they would just terminate the service, use our deposit toward our bill and we would owe the balance and call when we wanted to reconnect. So, we did that. We called on 10/09/23 ( I believe) and inquired about reconnection. The rep advised us that we need to pay $125 for reconnect fees ($25) and deposit ($90). We made that payment and then called today to ask to schedule reconnection, we were advised that we would owe another $111 before they would reconnect for "seasonal fees". First thing is I don't believe it's ethical to charge someone 5 months' worth of customer fees and pipeline access fees when they are literally NOT customers and receiving no services at that time. Secondly the technician didn't say anything about fees if it was off the summer. The rep today says, we were told about "seasonal fees" in May, because it's "noted", I don't recall being told I would owe over $20 a month for NOT having service I even recall telling the rep we didn't want to keep connected because it didn't make sense to pay monthly bill for just "access. The rep today said the fees were for the "convenience" of having it shut off and reconnected.... isn't that what the $25 reconnect fee was for, and I am really upset the rep from 10/09 told us to pay one amount then today we are told it wasn't enough and that if we had just been terminated for nonpayment, we wouldn't have to pay those seasonal fees. So now we feel penalized for doing the right thing shutting it off instead of getting cut off.

  Business Response

  Date: 10/18/2023

  Per the Rules and Regulations of the Public Service Commission, PSC Rule 4.7.2 states that if service is disconnected at the request of the customer, the utility may refuse service to such customer, at the same premises, within eight (8) months of such disconnection, unless it shall first receive payment of a reconnection charge as provided for in an effective tariff on file with the Commission.

  Per MGC Tariffs 9.3 - For customers who apply for service within eight (8) months following a previous request for discontinuance of service, a reconnection charge of $25.00 plus a charge based on the number of months the customer is disconnected multiplied by the customer charge and the pipeline demand charge (for Residential Service only) shall be assessed prior to re-establishment of service at the same premises.

  Kind Regards,

  MGC Corporate Office

  Customer Answer

  Date: 10/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  
  

  Regards,

  
  

  ******* ***********

• Initial Complaint

  Date:06/26/2023

  Type:Customer Service 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.

  I received my gas bill this month that normally was $50 on the budget. Early in 2022 my budget was $35 later in the year they raised it to 50 this month is June and my bill has jumped to $112. That is more than double. I have a small two bedroom home and my heat stays on 65 in the day and 62 at night. I have a new roof new windows and a new furnace. There is no reason on God's green earth why my gas bill should have jumped so much and when you call them in Charleston they're like oh well that's it you're stuck with it is more or less their attitude. I asked them to come and check my meter to make sure it was working properly and they told me that it would cost me $5 which is utterly ridiculous. I believe that my account is not correct and I think they should come and check my meter for free after all I do pay them for their services already. I am a senior citizen living on social security this rate hike is going to make things very difficult. When I was talking to the young lady of which her name was Jessica that works in Charleston she informed me that they had a rate hike in November a late hike in December and a rate hike in April and I said was it really necessary to put all the rate hikes on me at one time because evidently that's what has been done. Now you tell me how my gas bill has doubled? There is no reasonable explanation for it and they are unwilling to help you. Maybe here I can get some help. Thank you very much
  Beverly Robinson

  Business Response

  Date: 06/28/2023

  Mountaineer typically resets budgets each June-July. Budgets,
  however, are subject to modifications to reflect changes in usage patterns,
  abnormal weather conditions, and rate changes approved by the Public Service
  Commission of WV (PSC).  Last June-July
  2022,This budget was reset, from $41.00 installments to $35.00. This decrease
  was due to decrease in usage from 50 Mcf to 36 Mcf, rate changes, and a credit
  balance of $(106.62). Due to the December 2022 and January 2023 rate changes,
  Mountaineer elected to adjust budgets to levelize the impact of these changes. The budget was recalculated to $50.00 monthly installments for the
  remainder of the budget year. The most recent budget reflected increased usage
  from 36 MCF to 62 MCF, rate changes, and a charge balance of $232.34 due to the budget being was less than the actual charges incurred.

  At the time of the June-July 2022 budget rollover, budgets
  were determined by taking the previous 12 month’s consumption and normalizing
  it for weather estimations. It was then multiplied by the rate per Mcf, current
  at the time of processing, plus the customer charge for 12 months and any
  applicable municipal taxes. The accounts receivable balance whether charge
  (owed) or credit balance will either add or reduce the overall budget impacting
  the monthly installment amount. The resulting overall budget was then divided
  by 12 months to obtain a new budget installment amount. On 12-1-22, the Public
  Service Commission increased MGC’s Purchase Gas Rate but also instituted a Pipeline
  Demand Charge fixed charge of $11.08 per month. This charge was previously in
  the Purchase Gas Rate as a volumetric charge. The charge is now incorporated
  into the calculation of budgets.  

  Please feel free to contact MGC with any further questions and/or concerns.
  

  Kind Regards,

  Mountaineer Gas Corporate Office

  
  

• Initial Complaint

  Date:06/16/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  My gas bill has now TRIPLED due to the recent flat-rate "customer" and "pipeline recovery charges." I insisted on having natural gas heating and stove when we bought our house because it WAS cheaper than electricity, but now over the course of the year it will be more expensive. It is inaccurate for you to advertise natural gas service as a cost-effective alternative with the new charges. I read the document in which the new rate schedule and flat-rate fees were proposed to make up for not breaking even on pipeline charges until the next year. I do not know how it is not obvious, since Mountaineer Gas was indeed breaking even in the end, that moving to a fixed fee for all customers will result in a surplus. That document lent absolutely NO clarity on the justification for the additional "customer charge" and I cannot find that anywhere. It seems clearly just greed and I feel like a fool for having wanted this service. My wife and I usually only use one MCF in the summer months and do not have a lot of money to spare -- having such a low bill during the summer made winter much more manageable for us. I just don't understand how it is legal for Mountaineer Gas to add so much burden to their customers. I will absolutely not be seeking a home with natural gas service when we next move and will be advising anyone I know the same.

  Business Response

  Date: 06/16/2023

  The Company’s
  cost for purchasing natural gas is reviewed annually by the Public Service Commission, and any
  changes are passed through to customers with no markup or profit margin.
  These costs include the cost of natural gas in addition to the cost for
  transmission and storage of gas paid to other pipelines.  

  With the increase in the Purchased Gas Cost
  rate, the typical residential customer using 72 mcf annually (6 Mcf monthly on
  average) will see an overall monthly increase of $8.07 (8.95%).  During
  the summer months (April to October), the average usage of a residential
  customer is 2 Mcf per month, resulting in an overall increase in their monthly
  summer bill of approximately $2.69 (5.98%), beginning April 12. The increase is
  $16.04 compared to 2022 rates, with the majority of the increase related to the
  Pipeline Demand Charge of $11.08.

  To provide safe and reliable service, the Company
  makes annual filings to replace old pipelines and service lines that have
  outlived their useful lives.  The Company is allowed to earn a return on
  this investment.

  Thank you for choosing Mountaineer Gas.

  Regards,

  Mountaineer Gas Corporate Office

  Customer Answer

  Date: 06/17/2023

  
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. 

  
  

  Regards,

  
  

  Vincent *

• Initial Complaint

  Date:05/01/2023

  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.

  I want to know why this year we have our bill separated with two different charges for the month. Our bills use to be
  Charge
  Customer charge
  Pipeline demand charge
  Now we have two of each of these charges monthly.My question is why?
  I called in December 2022 and asked and was told that was due to the rate changes. So what is the excuse for this now? Six. Months later still being charged this way. Makes me feel as if we are being double charged

  Business Response

  Date: 05/01/2023

  There was a total of 30 billing days in the billing period from March 22 - April 20. The charges are broken down into 2 components reflecting a rate change, effective April 12. There are 21 days from March 22 - April 11. The account was billed $11.316 per Mcf of gas for 21 days, and $12.662, per Mcf of gas for gas service provided for 9 days from April 12 - April 20. 

  The other components of the bill were broken down for the same 21 days and 9 days, although there were no changes in the Customer Charge and Pipeline Demand Charge.

  The April bill notes a $1.346 increase in PGA (purchased gas cost rates), effective April 12, which is passed on to an increase in the Tariff Rate. This change in rates can be found under the graph on the bill under General Information.

  Kind Regards,

  MGC Corporate Office