Complaints

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

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  Intermountain Gas Company

  555 S Cole Rd Boise, ID 83709-0940

  
• 

  Intermountain Gas Company

  PO Box 7608 Boise, ID 83707-1608

  

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:07/04/2024

  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 renters had the gas turned off then they moved out. New renters had the gas turned on. The technician red tagged the water heater as he said there were 500 pons of Carbon Monoxide. I immediately called our HVAC guy. He charged me $140 to let me know there was no carbon monoxide being emitted. HVAC technicians report I had minimal amounts upon initial start up but 0 after a minuteDid your technician not have a minute to wait? Each time the gas is turned on of off, it will cost me $140. This is frustrating as it is a case of he said/she said. My HVAC guy owns his own business. I would like to see the $140 that I paid for no reason credited to my account. We have multiple rental properties.

  Business Response

  Date: 07/09/2024

  One of the things we strive for at Intermountain Gas is public safety. We use what is called a hot probe that goes on our gas detection equipment which allows us to get a read from INSIDE the flue of the draft diverter to check the efficiency of a water heater.This equipment is calibrated monthly to ensure it is working correctly and is tracked to ensure all calibrations are being completed. The tools that we have can tell us how pure a water heater is burning the fuel that we deliver. All gas equipment will emit some carbon monoxide naturally, but a good burning piece of equipment will typically burn at a very low amount, commonly found around 5-30 ppm ** inside of a draft diverter on a clean burning water heater.When we find anything that is burning over 300 ppm ** within a draft diverter,we will elect to not light that piece of equipment even though at the time we may get a reading OUTSIDE of the equipment that it is drafting just fine. This particular draft diverter had a reading exceeding 500 ppm **.  The fear is that something within the environment of the water heater may change and subsequently the equipment would no longer be drafting to outside of the structure as it should. If it emits a high amount of carbon monoxide into a structure, that could potentially be harmful to its occupants. This is the reason why our technicians have been trained to err on the side of caution when relighting equipment and will red-tag a non-compliant piece of equipment due to State and Federal guidelines and/or following along Company guidelines and policies.

  Sincerely,

  Intermountain Gas Company

  
  

• Initial Complaint

  Date:09/08/2023

  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.

  Intermountain Gas charged me a ***** return fee and put a stop to me using my card to pay the bill. 1. Why is it that I can pay all my other bills and it goes straight through immediately but somehow it is the consumer's fault that because your so behind on the times and still using predatory tactics to nickel and dime people, it takes so many days to process a payment? My bill was ***** and you want to charge me *****? Not a chance. 2. Why would you prevent me from using my card that I have used for over a decade? You don't want me to pay the bill? What are you the mafia, is this an attempt to tack on late fees? Remove the return fee, we all know its predatory and absurd. You might want to unblock my ability to pay or else you wont get paid and if my service is shut off cause you won't let me pay, you will be paying for frozen water lines and any other damages you cause. This is how you treat customers ? Seriously?

  Business Response

  Date: 09/12/2023

  Thank you for your inquiry.  While we do provide service to the address above, the name on the account does not match the person's name filing this complaint.  Therefore, we are unable to provide any information regarding this account. 

  Sincerely,

  Intermountain Gas Company

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20577384
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 09/14/2023

  This has been resolved, they removed the return fee and enabled the use of my payment information.  

• Initial Complaint

  Date:06/28/2023

  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.

  This company continued to bill me even after calling and disconnecting services. Im a hotshot Wildland firefighter and have been consistently on fires since march. I never received any correspondence of owing any money. I just came back into phone service and got a final notice of amount owed. Called to sort it out and it has already been sent to collections

  Business Response

  Date: 06/29/2023

  ******* called in to start service at the referenced address on 8/9/2022.  We record every call received and the phone number it was received from.  The call on 8/9/2022 was the only call we ever received from *******..  We have searched our entire database.  Likewise, when someone calls in to stop or start service we provide a confirmation number to the customer.  ******* was unable to provide a confirmation number.  There are no notes in our system of ever receiving a phone call to stop service.

  In fact we never received any contact from ******* on this account until his phone call yesterday on 6/292023 despite our numerous contacts, both written and via telephone, outbound for him to contact us due being past due.  The only payment that we ever received on the account was on 10/19/2022 for $45.19. 

  On 10/18/2022 he accessed his account on our secure website and changed his billing method to EBill.  The email address he requested to have his billing sent to was *********************.  That is the same email address given to us at set up on 8/9/2022 and where we sent him the online access instructions. All of his statements went to that email address after that date.  We attempted numerous outbound contacts as well:

  1/10/2023 - Received an automated call about a past due balance. Call Result: Answered.

  1/12/2023 - Sent a Reminder letter to the premise advising that the account was past due and requesting him to contact us.

  2/8/2023 - Received an automated call about a past due balance. Call Result: Answered

  2/10/2023 - Sent final disconnect notice to the premise advising account needed to be paid to avoid disconnection.

   

  The account ultimately wasn't disconnected for non-pay because the new tenant at that address called to start service on 2/28/2023. 

  As a result of that, *******'s account was closed on 3/1/2023.  After that we attempted many different contacts using email, mail and phone to notify him of the remaining balance.

   

  3/2/2023 - Emailed the final bill for $320.92 to *********************.

  4/7/2023 - Sent first final bill letter to the premise advising of the unpaid balance of $320.92 and requesting him to contact us.

  4/24/2023 - Sent the final notice to the premise that the account would be assigned to a collection agency if not paid and requesting him to contact us.

  5/22/2023 - Credit called and left a message on his voicemail to call us due to the account was going to write off/collections.

  Ultimately, as stated above, the account was stopped on 3/1/2023 due to another tenant calling in to start service there.  He stated on the phone yesterday that he moved out at the end of January 2023.  This would mean approximately one month of service remained in his name after he moved out.  Unfortunately, we never received notification of him vacating the premise and the charges of the full balance of $320.92 remain his responsibility.

  Sincerely,

  Intermountain Gas Company

   

   

   

  He stated yesterday that he moved at the end of January.  A new customer was

• Initial Complaint

  Date:02/27/2023

  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.

  On 2-27-2023 at 11:30am ***************** Company drove a very large backhoe onto my front lawn and dug a huge hole. Damaged my irrigation and lawn. I was at home and there never called, knock on door or made any attempt to notify me. I have been a costumer for 25 years at this same residence. When I confronted the workers they just looked at me without saying anything? I called 911 and filed a police report. What kind of a company would do something like this? This was repair work, not an emergency situation.

  Business Response

  Date: 02/28/2023

  To begin with, we realize that we could have done things better.  It is our standard procedure to knock on the door before starting construction on a customer's property.  We will use this as a training opportunity to avoid this happening in the future and we apologize for any inconvenience and hardship that this may have caused.  Our District Operations Manager contacted **************** today to apologize and discuss his concerns.

  We will resod and/or landscape any areas that were affected by the emergency excavation that took place on his property.  In addition, when spring arrives and it's time to turn on irrigation, if any problems exist as a result of this we will come out and repair it as needed.

  Per the manager, **************** was satisfied with this resolution.

  Sincerely,

  Intermountain Gas Company

• Initial Complaint

  Date:11/25/2022

  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.

  Intermountain gas is unrealistically increasing their cost beyond that of inflation and its a down right scam. Attached is a screen shot of last months bill and this months bill along with all the fees they charge..... they didnt increase just the cost of gas they increase all their fees too and they are not inflantion based increases of 3.5 or 10%Cost of GasNow $13.88Was $5.68 Municipal Franchise FeeNow $0.72Was $0.39 Distribution ChargesNow $4.08Was $1.63And many more..... these increases are criminal.

  Business Response

  Date: 11/28/2022

  The main factor that is contributing to the higher costs on the November 9th, 2022 billing is the amount of therms used.  Therms are what gas is measured by. On the October 12th, 2022 billing the customer only used 11 therms as the average temperature was 59 degrees.  In November it has been significantly colder, average temperature 45 degrees, and therefore the customer used 25 therms.  That is over double the usage from last month.  In November 2021, although the temperature was the same as this November at 45 degrees, the therm usage was less last year compared to this year;  20 therms used for November 2021 compared to 25 therms used for November 2022.  All of the ******** were for 28 days which makes it easier to compare.

  The other highlighted charges are based on the amount of therms used as well.  For example the Energy Efficiency Charge is the amount of therms used X $0.01564 for the November 2022 bill which was actually reduced from the Energy Efficiency Charge for the October 2022 bill which was the amount of therms used X $0.020293.

  Distribution costs have remained the same on all three ******** at the amount of therms used X $0.16305.

  Likewise, for the Cost of Gas. This is what is called a pass-through cost.  We charge customers the same as we pay for gas.  Due to the increase in the price we have to pay for our supply from the pipeline, in July of 2022 we filed an Interim Price of Gas Adjustment with the ****.  They approved it and the Cost of Gas was increased from therms used X  $0.4127 to therms used X $0.57675 as reflected on the customers August 12th billing.  In September, we filed another Price of Gas Adjustment with the **** and actually reduced it from the therms used X $0.57675 to therms used X $0.55523 as reflected in the October 12th billing.

  The Customer Charge has remained the same, $5.50 per month on all ********.

  The Municipal Franchise Fee is also a Per Therm Charge.  Cities, in this case ********, charge a franchise fee to operate within their municipalities.  That is their charge, not ours and it fluctuates based on therms used.

  We do understand that it is difficult to keep up with the extreme rise in the cost of goods and services these days.  At Intermountain Gas we strive to keep our services at the absolute lowest price possible for our valued customers. There are programs available for people in our communities to get the help that they need and deserve.  Please visit our website at https://www.intgas.com/customer-service/low-income-assistance-programs/ to find out more.

  Sincerely,

   

  Intermountain Gas Company