Complaints

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

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  Hope Gas

  179 Innovation Dr Jane Lew, WV 26378

• 

  Hope Gas

  102 Cambridge Pl # 103 Bridgeport, WV 26330-2812

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:06/04/2025

  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 received a bill in February 2025 for $129.00 for my gas. My prior bills going clear ack to May 2022 have never went over more than $52.00. I tried to resolve it through the company but they say there is no adjustment needed due to 3 prior months being estimated. Well, the estimates were right in line with all my prior usage. I have never used over 2.9cfu and this February bill has me at 9.9 cfu. Even if the estimates were slightly under by say .6 cfu there's still no way I could have used 9.9 cfu. I don't heat with gas. I only have the hot water tank and the cook stove on gas. I don't want to send them any money until the bill is adjusted and correct. I have been battling with them for over 3 months now and have paid only what's necessary to keep the gas on until I can get someone to take a hard look at my account and resolve my issue and adjust the bill.

  Business Response

  Date: 06/10/2025

  Good morning,

  After reviewing the account for Mr. ****** it was discovered that a meter change had been entered incorrectly which caused the high bill.  This is being corrected and a new bill will be issued.  

  We apologize for the inconvenience.

  Sincerely,

  Hope Gas Customer Service

• Initial Complaint

  Date:05/20/2025

  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.

  Hope gas is trying to implement very high gas increases starting May 30th 2025 due to tariffs. They are openly lying and manipulating the news as gas has been completely exempt from Tariffs through the ******** ****** ********* ********* Order that was signed. This is borderline criminal, to use hysteria from the news and then use it as an excuse to raise prices when most of their customers are not aware of this executive order that was signed. Due to the fact that most people do not have options when it comes to the utility provider, I believe the federal government should step in, as the entire point to signing that executive order was to not have price increases from tariffs for gas or any utility and the fact that they are using that as the excuse for these insane rate increases should be extremely concerning. This will affect millions of people.

  Business Response

  Date: 05/20/2025

  Hello,

  On April 30th, for the first time in five years, Hope Gas filed a request with the ****** ******* ********** of West Virginia (**** to review its base rates in accordance with *** requirements around Pipeline Expansion and Replacement Program (PREP) filings.  The *** has 300 days to review this request.  Hope's filing indicates rates will go into effect in 30 days or by May 30, 2025.  As a normal course of business, it is anticipated the commission will suspend the rates for 270 days to fully review Hope's filing. 

  Base rates will not change until approval from the *** is granted.  

  Please let me know if there are any further questions.

  Thank you,

  Hope Gas Customer Service

• Initial Complaint

  Date:04/21/2025

  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.

  Hope gas dug up my yard and now my yard is sinking where they dug. I also had a big pile of fill durt they took it I am not the only one in the town i live in.

  Business Response

  Date: 05/05/2025

  Dear BBB:

  Our contractor did touch base with the homeowner this morning and advised that they will correct the issue this week.

  We apologize for the inconvenience.

  Thank you.

  Sincerely,

  Hope Gas Customer Service

• Initial Complaint

  Date:02/03/2025

  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 was approved for ***** on 12/13/2024 and the check was mailed on 12/20/24 as of today 2/01/25 a ***** credit payment still has not posted to my account my granddaughter and I have called multiple times to get this fixed and they keep telling us to check back in a week or two I am an elderly woman and my husband is a veteran and this is unacceptable for a family living with a fixed income please apply the $198 credit to my account
  Thank you
  
  
  Warrent number provided by the dhhr **********

  Business Response

  Date: 02/24/2025

  Response:
  February 24, 2025
  Hope Gas reviewed the customer’s Statement of Problem and understands
  *** ******* frustration. Hope Gas did not receive information on *** ******* *****
  grant on the electronic payment file we received from DHHR. Hope Gas
  representatives reached out to DHHR to confirm the ***** payment amount. DHHR
  confirmed the grant and the amount. The ***** payment was credited to *** ******* account on February 14, 2025. 

• Initial Complaint

  Date:01/29/2025

  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.

  Prior years of gas usage was higher (early 2023 and before). In early 2023 my residence ended up employing an alternate heating source to minimize natural gas usage. This event resulted in the monthly gas bill being in the $44-$55 range since around May of 2023. In December of 2024, the *** was mowing roadside brush and struck the Hope Gas meter resulting in necessary replacement of the meter by Hope Gas. Gas usage had been estimated for the prior month of November showing as being conducted on December 5 with 146.3 mcf as the estimate. The meter was destroyed around December 15. The new meter was installed and dialed to show 146.3 mcf based on the estimated reading of November’s gas usage on December 5. This resulted in an overcharge of around $158. When I telephoned Hope Gas today (01/28/25) to dispute the events and the excess gas usage, I was told the balance of $178 was not that high of a natural gas bill compared to other people’s bills. Basically, they’re stealing money based on a made up reading which they entered and dictated. I refuse to pay the overcharge.

  Business Response

  Date: 02/14/2025

  Response:
  February 14, 2025

  Hope Gas reviewed the customer’s Statement of Problem and
  account history. A credit was provided to the customer’s account on Tuesday,
  February 11th. Hope Gas spoke with the customer to inform them of the findings
  of our review and of the credit to the account.

  Thank you!

  Customer Answer

  Date: 02/14/2025

  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:08/01/2024

  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.

  In November 2023 I contacted Hope gas on behalf of my mother because her gas bill was saying that she had a credit of almost $2000. When I talked to the representative, it was explained to me that it looked like my mom had been overpaying and she had built up a credit. My mom who is forgetful and suffered a stroke, couldn’t give me exact information, so I contacted to verify what was going on and to ensure her bills were getting paid. I wasn’t instructed that we had a credit balance and even at the current payments that was set up we would be OK for a while and so no payment was due from us , I then got a bill for July showing that we now had a balance owed to Hope gas for over $2000. I contacted the representative today and she explained to me that that was strictly a budget thing, that I was giving incorrect information and that because hope gas had rebranded itself from ******** ****** they didn’t send out notices or penalties in the previous months. I asked why I was not contacted to let me know that money was being owed instead of letting it just accumulate? No answer could be given to me. They said they didn’t have an email but yet they have one to send the bills to, she explained that is a different section. I think it is a little outrageous to let a gas bill accumulate to over $2000 without contacting the owner in some fashion for resolution, the service is now going to be terminated unless a payment of $500 is made, which is not able to be made because my mom is on limited Social Security and her medical care and medicine eats up a good chunk of that. I feel this is a very unprofessional way of doing business and also way to jilt customers. The bill should never have gotten that high without some form of contact being made. You will also notice by the screenshots that it doesn’t pull up a bill and the other document shows a gap with no billing listed, doesn’t seem right. I have to let the service terminate because I do not have the funds to continue it.

  Business Response

  Date: 08/05/2024

  To:  Better Business Bureau

  The Account Balance as of December 28, 2023 was $1,386.21.  However, the customer was paid ahead on the "Budget" so her statement did show no payment due at that time.  However, the bill does reflect the actual account balance.  The customer's account is set up for paperless billing.  Although there may not have been a bill to display at that time of the screen print provided, as the account may have been preparing to bill, etc., the bill amount is still viewable.  The screen print provided that showed individual bill amounts of $28.49, $235.40 was the monthly bill amount, not the account balance.  The account balance is shown immediately upon signing into the account.

  The last payment made on the account was 1/10/2023.  I have included the December bill and an Account Statement.  The current balance is $2,170.32.

  I am sorry for the inconvenience to Mrs. *******  If she calls our call center at *************** we can set up a payment plan to avoid any interruption in service.

  Thank you,

  Customer Service

• Initial Complaint

  Date:07/24/2024

  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.

  First of all, since they switched whoever does their billing we haven't gotten a single bill in the mail.
  
  Second, spent HOURS getting help from dhhr and community action and paying my overdue bill in full last month.. STILL NOT GETTING THE BILL IN THE MAIL and no record of the paid in full from last month.
  
  This is beyond ridiculous, they should be shut down for this blant lack of ability to run their company.
  
  Only wish they would pay me for the significant amount of precious time wasted spent dealing with tracking everything down..

  Business Response

  Date: 07/25/2024

  I just wanted to advise that the customer’s account balance is $264.69. The customer signed himself up on ebill through the company’s online portal. The records show that a change was made yesterday on the customer’s online portal to delete ebill. The current due date is 7/29, so when the account bills for August, a bill will be issued through USPS.
  
  The customer can view his bill amount, view bill image, see payments and make payments through the portal.

  File showing customer on e-bill which was deleted yesterday.

  Any future bills will be sent through the mail unless customer changes the preference.

• Initial Complaint

  Date:05/28/2024

  Type:Service or Repair 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 gas was turned off by Hope Gas about a week ago. Today, 05/24/2024, my gas bill was paid in full by a third party, ********* ****** Services, through a grant program at about 2:50 PM on 05/24/2024. The confirmation number is ************.
  
  Hope Gas has made NO effort to contact me about restoring the gas. The only reason I found out the gas bill was even paid was because my case manager emailed me and let me know.

  Business Response

  Date: 06/03/2024

  Dear Better Business Bureau:

  The customer's gas was turned off for non-payment.  Hope Gas processes thousands of payments daily and are unable to notify each customer when a payment is processed.  We expect the customer to know the status of their account and request a turn on at a time that is convenient for them.  

  I show that the customer called in on 5/28/24 and requested that the gas service be restored.  The gas service was turned back on the same day.

  Please let me know if anything else is needed.

  Thank you,

  Barbara M*****

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair 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.

  Have a gas leak on the hope gas company side and they are wanting me to replace my side befor they goin to do anything to their going to do anything and I don’t see why I have to replace my side when it is one their side

  Business Response

  Date: 06/03/2024

  Dear Better Business Bureau:

  I received this complaint in the mail 6/3/24.  

  Hope Gas initially shut the gas off due to a failed houseline test which would be the customer's responsibility.  The next day, we had servicemen go back to the premise and found a leak on the company's side.  The customer was instructed at the time the leak was found what he needed to do to get the gas turned back on.  The customer was to call when the work was complete.  When the customer called, he asked when we were coming to replace his service - both his service and the company's service.  We sent servicemen back to the property to explain again what needed to be done.  A few days later, he called in to the office asking when we were going to replace his side of the service.  We sent our servicemen out a 3rd time to explain what work the customer needed to do.  When we went out this time, our serviceman found that the customer had plastic running into the house, which is not permitted, so the gas was left off.  The customer called back in today.  We sent a serviceman out and he was able to get the gas service restored.  The customer repaired his side of the line and the servicemen repaired the company's side.

  Please let me know if you have any questions or if anything else is needed.

  Thank you,

  Barbara M*****

• Initial Complaint

  Date:03/05/2024

  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.

  Around the beginning of March, a Hope Gas construction crew began putting new gas lines in our neighborhood. We were not notified in advance that this work would occur, which meant I did not have time to prepare for my dead end street being blocked off, limiting access to my home. I also did not have advance notice to prepare for my gas service being shut off for an entire day, preventing me from using my gas stove and cooking meals for myself. Since I did not account for this in my monthly food budget, I have now spent money I cannot afford to lose in order to feed myself on that day since I could not cook at home. As reimbursement/compensation, I would like for my upcoming gas bill to be zeroed out or to be reimbursed in some other way. Additionally, I would like Hope Gas to consider policies that will mandate community notices for construction projects, especially since these construction projects impact Hope Gas customers.

  Business Response

  Date: 03/14/2024

  To: Better Business Bureau

  The customer was personally advised by a company employee on Friday, March 1 of the upcoming plans for construction.  The initial complaint came from the customer that day, so she was aware that the gas was going to off the following week.  The employee was again advised on Monday, March 4.  As improvements are made to infrastructure, it is sometimes necessary to turn the gas off when the replacements or repairs are made.  We do our best to make sure all customers are informed as far in advance as possible.  Since the customer was advised days before, we do not feel that the compensation the customer is asking for is justified.

  We apologize for the inconvenience. 

  Sincerely,

  Hope Gas Customer Service

  Customer Answer

  Date: 03/15/2024

  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 was not informed of the construction or the gas outtage days in advance. I found out the day of because I took it upon myself to contact Hope gas and get the details of the construction work. ***** ***** has confirmed that Hope had failed to notify residents of my neighborhood about the construction and possible outage because we did not receive a postcard in the mail or a door hanger including info on project timeline and details.  Additionally, the gas outage lasted six hours and we were not informed of when it would take place to plan our meals and other needs around it. A hope gas employee left my home slightly before 8PM after turning the service back on. Additionally, there is more construction work happening that prevents me from easily leaving or coming back to my home. We were informed this project would take one day. It will take up to three days, and I learned this from the contracted construction crew, not hope gas itself. This company has consistently failed to communicate construction and outages to our neighborhood residents. I am disappointed in this company’s response as they continually inconvenience and blame customers for their own mistakes and are advantaged by a monopoly on gas service in my area. If I am not compensated for the havoc this company has caused in my life over the past two weeks, I will continue to be very loud about what utter disregard this company has for its customers and take every opportunity to share this story with people considering natural gas service for their homes. Company representatives have already admitted these mistakes, so the company’s response is callous and unjustified. 
  
  Regards,
  
  
  
  **** *******