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:02/26/2024

  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.

  We got a higher than normal gas bill that was $115.66. It was due January 11th I do believe. Turns out we had a gas leak at the meter there was a bad part on it. We paid that bill and I asked them to look into us maybe being reimbursed for part of the gas bill considering there was a leak. Never heard anything back about that. The next month we got a regular gas bill and it was back in the normal range of 70 to 80 a month as it was $75.78 due on Feb. 9th. We paid that bill in full as is our custom. Now we have another bill that is almost double that bill coming in at $143.56 due on March 11 2024! We have even turned our gas down because it has been warmer this February. No one can explain to me satisfactorily how our bill almost doubled when we turned our gas down because it has been warmer and our gas bill didn’t even get this high when we had a leak! Our bill with a leak didn’t get any higher than the $115.66. This is ridiculous!

  Business Response

  Date: 03/28/2024

  Hello,

  
  I have reviewed the bills for **** *****  I have attached a copy of her usage history over the past two years.

  
  In reviewing the usage history, I show that the current usage is in line with prior years.  Hope Gas is required to do a leak adjustment when the usage is over and above normal usage.  As you can see from the statement, there is nothing that shows usage that is over and above normal usage.  The customer mentions the bill for 8.1 in December 2023 noting she had a leak.  She used 8.2 in December 2022 and 10.6 in January 2023.  Since the 8.1 is in line with the usage history on the account, there is no usage that we can attribute to the leak to reimburse.

  
  I will send a service order out to verify the read of 414.7 taken 2/16/24.  That read billed the customer the 10.5 mcf.  I will follow-up once the read is verified.

  
  Thank you,
  Hope Gas Customer Service
  

  
  

• Initial Complaint

  Date:12/04/2023

  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.

  They are charging me a service charge of $21.49 monthly and also a gas usage charge. The fee has been more then my usage most months. Making my bill twice the amount of my actual usage. My bill has also tripped for the first month of actually using gas for heating. I live in a rental small 2 bedroom apartment.

  Business Response

  Date: 12/04/2023

  Dear Better Business Bureau:

  The Public Service Commission of WV has jurisdiction over Hope Gas's customer approved rates.  The residential monthly fixed base rate charge is $14.00 plus $7.51 which is a monthly fixed PGA charge for pipeline costs, to recover fixed pipeline gas costs that are not dependent on usage.  The charge went from $7.49 to $7.51 on November 1, 2023.  The bill attached to this complaint was the fixed pipeline charge of $7.49.  The customer can visit the WV PSC website at www.psc.state.wv.us for further information related to Hope Gas's PGA case.  Although the fixed cost went up by .02, the PGA rate decreased. 

  I have attached information related to the recent rate change November 1, 2023, for the customer to review.

  Please let me know if you have additional questions that I can help answer.

  Thank you,

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

  Manager, Customer Support Services

  Hope Gas

• Initial Complaint

  Date:06/27/2023

  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.

  Hope Gas (Dominion Energy) business practices are nothing short of criminal. Knowing that our gas payment is automatically deducted this time of month, my wife logged into our bank account this morning to check on our transactions. Typically our gas bill will range from $40-$100, depending on the season. So imagine our shock when this month's auto-payment was withdrawn in the amount of $553.78...
  
  We called Hope Gas customer service and (after waiting on hold for 15 minutes) we were informed that our meter had been reading inaccurately for months. Therefore, this payment was an aggregate of what we "should have been paying" for some indeterminate length of time, before a technician repaired the meter a few months ago.
  
  The company did not inform us that this apparent "deficit" would need to be paid. No phone calls, no option to pay that amount back incrementally, just a sudden withdrawal of $553 from our account. The representative informed us they had sent one letter, which we did not receive.
  
  So to recap, Hope Gas's meter evidently began reading inaccurately at some point unknown to us. After months of inaccurate readings they fixed it, then proceeded to charge us our usual amount in the months following. Then this morning, they suddenly withdrew about EIGHT TIMES our usual payment from our account.
  
  When I sign up for autopayments, I'm trusting that the company will adhere to equitable business practices. Before today, I'd never experienced anything this outrageous from a utility company. That's why I felt the need to share this experience. Unfortunately, they'll continue to have my business, as it's not like I can "shop around" for a different gas company. Unbelievable.

  Business Response

  Date: 07/10/2023

  The first response to this complaint was submitted 6/27/23.  This is the response that was submitted:

  A Public Service Commission complaint was also received on this matter. 
  

  Attached is the notice that was provided to the customer on his bill to let him know exactly when the automatic withdraw was to take place.  The customer had almost 2 weeks to contact us to stop the withdraw. He only contacted us after the withdraw had occurred.

  The customer's meter did not register any usage for January, February
  or March 2023.  The bills for those 3 months were for the basic service charge only.  The customer was
  home when the meter was changed March 21, 2023.  We waited to do the
  adjustment to see what the customer’s usage was going to be on the new
  meter.  The adjustment was applied June 12, 2023, and a letter explaining the adjustment was sent the same day to the customer's mailing address.  I apologize for the
  inconvenience this has caused.  Our intent is never to make Mr. Peters
  feel like he is being taken advantage of as we sincerely appreciate his
  business.  
  
  I was going to suggest getting set up on a budget plan, but
  I see that the customer has already called and has been set up on one.    
  
  Please let me know if you have any questions or if anything
  else is needed.

  Customer Answer

  Date: 07/12/2023

  [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,

  
  

  Matthew ****** 

• Initial Complaint

  Date:12/28/2022

  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 household has been without gas since December 23rd. We are now on December 26. Several households on this gas line have been without heat for four days now. After me calling them on the 23rd, I was told that I would just have to wait it out. Unacceptable in my book, but here we are. The temperatures have been staying in single digits. This is neglect and endangerment. If the problem was resolved last year it it arose, we wouldn’t be dealing with it now. Please help us, our neighbors with children and the elderly get heat into there homes. Thank you

  Business Response

  Date: 12/28/2022

  Hello,

  These customers are on a 3rd party line.  They are hooked up to a line that is not owned by Hope Gas.  I show that they have been a 3rd party tap customer since 1996.  We do not maintain the line and are unable to control the quantity of gas going through the line.  There are Rules and Regulations with the WV Public Service Commission that clarifies a 3rd party tap customer.  We are doing everything we can to help the customers stay in service.  We have been in contact with the supplier to see what they are doing to resolve the low-pressure issue. We apologize for the inconvenience and hope the issue can be resolved soon.

  Please let me know if you have any questions.  

  Thank you,

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

• Initial Complaint

  Date:12/27/2022

  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.

  Called hope gas to report gas out today frigid temps instead if fixing they came turned all meters off and left us to freeze. My waters frozen and lines busted still can't get through to hope gas for an explanation or time for it to be fixed.i have four small children only source of heat

  Business Response

  Date: 12/28/2022

  Hello,

  I just got off of the phone with our customer.  She was unhappy that her gas service was off for almost an entire day.  She also advised that she was on hold trying to get in touch with us.  Unfortunately, with the recent cold temperatures, we had customers out of gas with freeze ups throughout our service territory.  She advised that no one explained to her that the gas would be off that long or else she could have prepared with a backup source of heat.  She currently has gas service and advised that she was very pleased with our serviceman who responded to her premise to get her gas service restored.  She wanted to give him a good rating because it took him awhile to get everything lit back up.  I apologized for the issue.  

  Please let me know if there are any questions.

  Thank you,

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