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:03/22/2023

  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 contacted mountaineer gas company on Aug 17, 2022, to notify them that I was moving and needed my service discontinued as of Sept 1, 2022. I was told I would have to let them into the basement to disconnect service. At this time I told them I would contact the landlord and let her know she needed to switch the utility into her name as I had and have never had access to the basement. I contacted the gas company about this issue several times as I also contacted the landlord about this issue. I have done everything on my part to get this utility out of my name. The landlord never contacted the gas company so the bill has been in my name for 6 months after I moved out. One of the times I called and spoke with the gas company I was informed that the landlord had called to make sure the new tenants had switch the utility into there name. Yet she knew I wasn't living there she knows her current tenants name and yet the utility was still left in my name. When I spoke with mountaineer gas company today I asked for a name and phone number for someone in management that could help me resolve this issue and they refused to give me any contact info. I have a deposit I paid to the gas company to have the utility turn on that I haven't been able to get back due to this issue. All my bills were paid while I was living there so I should get the refund for the deposit. I'm also being told I have to dispute the bill even though I have been in contact with them numerous times trying to get them to disconnect the utility. I have enclosed a document from ******* ****** to show I had my other utility turned off on the same day I asked for my mountaineer gas utility to be turned off. Mountaineer gas also has and has had my current address as I gave it to them one of the times I called them about this issue. I have also included the termination notice from mountaineer gas that was sent to my current address as it is one the termination notice.

  Business Response

  Date: 03/24/2023

  The
  account is noted that the complainant contacted MGC on August 17, 2022, to
  inform that she would be moving on September 1, 2022. The CSR advised the
  Complainant that the gas meter is inside in the basement, therefore access
  arrangements would need to be provided for a final reading of the gas
  meter to be obtained to discontinue the gas service in her name. Documentation
  reflects that the complainant continued to state that she wanted to have the
  gas service turned off; however, she wouldn't be available to provide access to
  the gas meter. The complainant noted that she would talk to the Landlord and
  have them call MGC to have the gas service transferred to their name by
  September 1, 2022.
  

  The
  Landlord never contacted MGC until January 16, 2023. The Landlord takes
  responsibility of the gas service from January 6, 2023, stating that the complainant
  had a contractual obligation with them until January 6, 2023, which
  included payment of utilities.
  

  No
  payments have been made on the MGC account since July 15, 2022. On September 1, 2022, the account balance owing was $23.73. The $65.00 security deposit will be applied back to the account, resulting in a credit of $(41.27), which will result in a  refund.

  As a one-time customer courtesy, MGC will make an adjustment for the customer service charges from September 1 to January 6, 2023.

  If any bills
  were paid beyond July 15, 2022, please provide proof of those payments for the
  account to be credited. 

   

  Regards,

  Mountaineer Gas Corporate Office

   

• Initial Complaint

  Date:03/06/2023

  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.

  Account Number ************ for ********* **** ** ** ***** ******* ******* *********** ** ****** On 3/2/2023 the gas to my residence was shutoff without any contact being made or notices posted to the residence. Myself, my disabled wife, my 3 year old twin boys and my 8 year old daughter reside here permantely. I was informed that it was shutoff over approx $180. I was then advised I must pay $904.76 before my services could be restored... this includes a deposit and reconnection charge because they can't set up arrangements on a "business" account. This again is a residence!!! Apparently, they had it set as a commercial account when I established it and somehow I was supposed to know this and now I am stuck with them trying to transition me to a residential while demanding payment on an account that was opened as a business account WITHOUT my authorization. We have lived in the home for 43 months. The difference per MCF is .50 cents less per MCF on a residential account, and the customer charge is $20.75 less per month for a residential account. $20.75×43= $892.25 and I average 18.5 MCF usage per month so .50×18.5=$9.25 per month. $9.25×43=$397.75... In total, by adding these two sums I calculate I have been overcharged $1290. This doesn't even include any pain and suffering... My demand is to have my old business account credited this ammount and then the remaining balance transfered to my new residential account and pay NO deposit or reconnection charges due to THEIR error. Also for them to CLEARLY distinguish the bills of a residential vs. a commercial account because I have a really hard time believing I am the only person they are doing this to. Depending on how many are affected by errors like this they could potentially be defrauding West Virginians millions per year. If I have to seek an attorney to ensure this doesn't happen to anyone I will. Hopefully, this can wake Mountaineer Gas up to correct this for me now before I find other means to resolve it.

  Business Response

  Date: 03/06/2023

  Mr. ***** at some point, this location was a business and billed as such. That information wasn't updated in the billing system to reflect the change from business to residential. Prior to the rate increase on January 1, 2023, the tariff rate for a business account was less than a residential account. 

  As stated in our conversation, I will ask the Billing Manager to provide an itemized billing/comparison for the residential account vs. the business account. As soon as that information is available, I will contact you. The billings have been corrected moving forward.

  A termination notice was mailed on February 8, for a delinquent payment of $182.61, for termination on/after February 20, 2023. I have attached the notice for your review.

  I will be in touch with you once the report is generated for the billing comparison.

  MGC apologizes for the inconvenience this issue has caused.

  Regards,

  MGC Corporate Office

  Business Response

  Date: 03/14/2023

  I did contact the complainant to advise that the complaint had been received and I would be getting back with him. I also mentioned that the price per Mcf for a commercial account was approximately $3.00 less than the residential account until the most recent rate increase, to which the complainant was surprised.

  I attempted to call the complainant as promised on Friday afternoon, March 10. I did leave a voicemail message advising of the price difference i.e., residential vs. commercial since 2019, and left my number for the call to be returned for further discussion. 

  Attached you will find a spreadsheet with the requested information.

  Regards,

  Mountaineer Gas Corporate Office

  Customer Answer

  Date: 03/14/2023

  [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. I apologize as I did not receive the message on my end for some reason, however this is what I was looking for an I appreciate the prompt response! Thank you! I still would appreciate your consideration on the matter of the $400 deposit I made being refunded as a credit on the next bill, but overall I'm just glad it is now coded properly and my gas is on.

  
  

  Regards,

  
  

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

• Initial Complaint

  Date:12/19/2022

  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 paid my gas bill using company’s phone payment system on 11/30/22 (date shown on bill). I did not use ****, which is the company they contract with for electronic payments, due to the fact that these payments are delayed and because they charge a fee to make each payment. Mountaineer Gas did not post the payment I made until four business days later (12/6/22) and charged a late fee. I contacted the billing number to try and resolve. The persons at this number are not direct employees of the company. They placed me on hold and called someone, then told me that the company refused to waive the late fee because of the posting (versus receipt) date of the payment. I asked to speak to a supervisor or other company representative to discuss and was told there was no means to do this other than to leave my number and have someone call me back. I have tried this before and never received a call back. I would like to have the late payment fee waived and have the company correct their billing procedures so that payments made on or before the last specified payment date do not incur a late fee in the future. (Account Number is *************).

  Business Response

  Date: 12/20/2022

  The
  payment was made using a bank account through  the 3rd party
  vendor ****. There were no fees associated with making the payment.  
  
  When
  a customer makes a payment via ****, the system does inform the customer of the
  scheduled posting date, which is usually 3-5 business days.
  
  The
  account billed on October 12, 2022, with a due date of November 1, 2022. The
  payment didn’t post until November 4. Payments are not real time. Another payment was made on November 30th, with a due date of
  November 30th, and posted on MGC’s system on December 6, 2022.
  
  It
  is suggested that customers make their payments via ****, or mail their
  payments via US Mail, far enough in advance for the payment to post before the
  billing due date.
  
  As
  a one-time customer courtesy, MGC will waive the late fee penalty of
  $.97. 

   

  Regards,

  Mountaineer Gas Corporate Office

• Initial Complaint

  Date:11/21/2022

  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.

  My meter is very old and Mountaineer Gas employees that has come to service the meter has said that it need to be replaced. Winter 2020 and winter 2021 the company has been out multiple times and serviced the meter and it has not fixed or helped the issue. There has been multiple times I have reset the meter my self and that will not happen any more, I will call them ever outage from this point on. Today is 11-18-22 and I come home to a 48 degree house and I got up for work at 5.30 am on 11-15-22 and no gas and I reset the meter myself. I want this problem fixed this is my first attempt with the BBB and if I don't get the right answer with the BBB I will seek other ways. I understand that the gas company needs to come out and service the meter ever winter and maybe a couple times a year, but not 3-4 times a week. This problem will be fixed and I will keep my natural gas. Tim Justice

  Business Response

  Date: 11/22/2022

  A Serviceman will be dispatched tomorrow to investigate the matter further and rebuild the meter setting. An attempt was made to call you to inform you of the same. 

  Hopefully rebuilding the meter setting will help to resolve the problem.

  Regards,

  Mountaineer Gas Corporate Office