Complaints

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:04/09/2025

  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.

  I submitted to Kansas gas to cut services on 2/28 so I wouldn’t be charged for the landlords or next Tenent services. The company is charging me for part of March as well. I’ve requested multiple calls (3/19/25, 3/20/25, 3/25/25, 4/9/25) and have received the same answer for each rep “I’m submitting a request to the billing department, wait 3-5 days and it should show the corrected amount and that If I speak to a manager they are going to tell me the same thing.” I know this will go on my credit And id like to prevent that. I’d like to pay the correct amount; billing ending on 2/28(Im not refusing to pay at all).

  Business Response

  Date: 04/11/2025

  We have spoken with the customer and resolved their concerns. The corrected final billing statement has been mailed to the customer on April 11, 2025. 

• Initial Complaint

  Date:11/29/2024

  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.

  KS Gas service has had me jumping through hoop after hoop after hoop that they require and then never responding answering or doing what they say they were going to do in the first place. I ve been playing cat and mouse with these people since 2023 now with NO HEATING and NO HOT WATER to bathe my children at that Apparently it s from a prior tenant owing money that no longer lives here and hasn t lived here in years. I ve sent in my ID all my information my lease etc and they still won t answer. I ve been emailing since 2023. This is ridiculous. I have my own account with a zero balance and no past due anything.

  Business Response

  Date: 12/02/2024

  Our records show that this customer has also filed a concern with our regulatory authority – the Kansas Corporation Commission (KCC).  We will need to direct our responses to the KCC.

• Initial Complaint

  Date:07/30/2024

  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.

  Kansas Gas Service (KGS) sent an "unpaid account balance to collections on me for a rental property that I'd rec'd no bills physically or electronically for. After a couple calls to resolve AFTER I found the collection on my credit reports, they claim the following: 1) Emails were sent to the email address on file 2) A "final" bill was physically mailed to the service address 3) "Multiple calls" were placed to the phone number on file for the property My responses: 1) I never saw the emails about a balance on this rental property account. I have another service account for my personal residence, however, that I do get emails for. So that's an interesting claim. 2) The service address is a rental property and I do not make a practice of getting into someone else's mailbox as a landlord. 3) The phone number supposedly called (I had to ask which number they claimed to have called) was an old landline tied to Google Voice that I don't get notifications for. I'll admit I don't get notifications, and could have missed said calls, but in going back through the history of calls in Google Voice, I don't show this call ever came in. Can't say it didn't for sure, but it doesn't look like it. This unpaid balance was sent to a collection agency and each time I call KGS I get the same runaround that they've reviewed the case that was created the first time I called and the only option now is to call the collection agency. KGS has effectively washed their hands of my issue over a $400 bill, but costing me a ton in credit hit and is not going to even consider their role in the series of unfortunate events created for me. Very little of which did I have any control over.

  Business Response

  Date: 07/31/2024

  We were able to speak with the customer by phone regarding their concerns and gave information that has been previously provided.

• Initial Complaint

  Date:07/16/2024

  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.

  Sold a house at *** * **** *** Junction City, KS in February 2022. We notified Kansas Gas and all other utilities of the sale. In May 2024 started receiving phone calls and emails for a final gas bill for the house we sold in February 2022. The revert to owner was never removed. It took 3 phone calls over 2 months to get the revert to owner removed. 5 phone calls to customer service and 2 online reports asking them remove the invoice from our names and they are still calling still. They are asking for a final bill of $13.06 and we would like them to stop asking for a payment we don’t owe.

  Business Response

  Date: 07/22/2024

  We spoke with the customer and discussed their concern on 7/18/24. The necessary information has been provided.

  Customer Answer

  Date: 07/22/2024

   
  Complaint: ********
  
  I am rejecting this response because: There is nothing saying what the resolution or response is.
  When I spoke with a rep from Kansas Gas Service they stated that they would listen to conversations from Feb 2022 and get back to me. They have not gotten back to me nor did they provide any necessary information when we spoke. Nor have they provided the BBB with the resolution or next steps.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 07/24/2024

  We attempted to contact the customer on 7/23/24 and there was no answer. We were able to leave a voicemail. The account was reviewed and confirms what was previously advised to the customer.

• Initial Complaint

  Date:06/28/2024

  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.

  On May 21, 2024 I made a payment on my account of 210.99. That included a $28.00 fee for closing my account. They called me a few days later saying they didn't get it. I told them they took my money. They said I needed to contact my bank. I did, **** ** *******, and filed a complaint. I received an email that they are still charging me when I closed account on 5/21/24. They said account is still in my name. My payment on the 21st was frozen. I said I did that because they told me too. This was an error on their side. I attached a picture of the money removed from my account.

  Business Response

  Date: 06/28/2024

  We have been in contact with the customer and are working with him to resolve his concerns.

• Initial Complaint

  Date:06/10/2024

  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.

  On February 12, 2024, I made a payment arrangement with Kansas Gas Service to start service on March 28, 2024. I had a previous balance of $300.14 and set up an arrangement to pay a $25 deposit towards this past due balance, and $45.86 for 6 months to clear it. During the call, the representative informed me that my deposit would be $145, which I paid immediately. The total amount paid during this call was $170, including the $25 deposit for the payment arrangement and the $145 deposit to start the service. However, when I reviewed my bill in mid-May, I noticed I was being charged the deposit again. I contacted your customer service to address this double billing. After some discussion, the representative acknowledged the error and noted that the deposit would be reversed on my bill. Based on this assurance, I paid my bill minus the duplicate deposit charge, totaling $118.36. Recently, I received another bill indicating that my payment arrangement was canceled due to a supposed failure to pay on time. This situation arose because the duplicate deposit was not reversed as promised. I have adhered to the agreed payment arrangement, but the unresolved billing error has resulted in an outstanding balance of $272.99, which I cannot afford by the end of June. I request that Kansas Gas Service correct my account immediately by reversing the duplicate deposit charge and reinstating my payment arrangement. I have complied with the payment terms discussed, and I expect Kansas Gas Service to honor their commitment. Thank you for your prompt attention to this matter.

  Business Response

  Date: 06/11/2024

  We have made contact with the customer and resolved her concerns.  She has the direct dial number to a senior representative if she has any questions or concerns going forward.

  Customer Answer

  Date: 06/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ******* ******

• 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.

  Since Ks Gas Service installed new gas lines a new gas meter on our property, we have had 3 water heaters that have burned up. The last 2 were within the last 12 months. We just had to replace another one on Friday, May 24th. This was after KS Gas Service responded to our house on Wednesday, May 22nd to check the gas pressure coming into our house at the meter after another water heater stopped working. The technician said that the pressure coming into our house was high and regulated the pressure. We were able to get the water heater lit, but it stopped working on Thursday, May 23rd. I called KS Gas Service and asked them to at least pay for this latest hot water heater $759.00 since this was caused by their meter and lines. They said NO. I have spent $1500 on water heaters the last 12 months, I feel their product caused this and they should pay for the water heaters.

  Business Response

  Date: 06/10/2024

  The customer has been contacted by our representative and been given information that it is currently being reviewed.

  Business Response

  Date: 06/17/2024

  This concern has been reviewed and representatives have been in contact with the customer. Thank you.

  Customer Answer

  Date: 06/17/2024

  I am not satisfied. They have passed it on to Miller Pipeline 2 weeks ago and no one has contacted me from there. Ks Gas Service has not told me anything but that. I sent you MILLER info.

• Initial Complaint

  Date:04/30/2024

  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.

  I had a disconnection notice scheduled for 4/29th. I called the company on 4/26th to discuss my options to keep service on. I was told by a Kansas gas service representative that I qualified for a payment plan and that I could have an extension until 05/01 to make the payment to satisfy my pay arrangement and avoid disconnection. On 4/30 my service was disconnected, and when I called the company to notify them of their mistake all they said was I was given the wrong information and that my extension never should've been granted. Even though their employee agreed when she shouldn't have, the company denied fixing the issue, refused to reconnect service and honor their word, and didn't offer to waive the reconnection fee or try to offer same-day service to reconnect. I would like to have the reconnect fee refunded or credited back to my account and other fees charged for their mistake and not honoring their agreement made to me on 4/29.

  Business Response

  Date: 05/02/2024

  We attempted to reach the customer by phone on 5/1/24, but were only able to leave a voicemail with direct call back information. The service was reconnected on 5/1/24 and the gas service is on. 

• Initial Complaint

  Date:04/22/2024

  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 was notified that my services was discounted last year so I left. recently I receved a tex informing me that my gas will be disconnected again so I called to be inform that my gas was never disconnected and I will be back billed I explain to them that wasn't using the gas and I was never billed they came to check and notice a gas leak that was suppose to be corrected months ago I request to a reasonable charge to my account for not fixing my gas leak not billing me for back dated months and misinforming me to place me in this situation .

  Business Response

  Date: 05/02/2024

  This concern has been addressed and the customer was provided with the information. No further contact has been made by the customer. Thank you.

  Customer Answer

  Date: 05/02/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  Ousting bill has not been negotiated it still remains 1800 dollars Kansas Gas services has not taking responsibility in misleading me to obtain this outstanding bill and my gas remains off .
  Sincerely,
  
  ****** *******

  Business Response

  Date: 05/10/2024

  An attempt to speak with the customer was made recently and there was no answer. A voicemail was left for the customer to contact us and have not heard from the customer since. The customer will need to call our customer service line to discuss their concern. Thank you.

• Initial Complaint

  Date:10/27/2023

  Type:Service or Repair 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.

  Kansas Gas contracted with *** to replace gas lines for a number of neighborhoods in Topeka. When *** replaced the lines to our home the workers tore up our lawn, drove their heavy equipment through our driveway cracking the concrete and then replaced the dirt in the lawn with used soil with huge rocks and then threw grass seed in top. They tore out our flower bed area destroying the weed barrier and rocks and when reattaching the gas lines they only hand tightened them. Kansas Gas had to come back out a week later as we kept smelling Gas. When they did they had to tighten up all pipes and check the entire house. They were actually good about that. Unfortunately, that's where the good will ended. After my husband complained *** came back out and flattened the two piles and replaced the fabric weed barrier we had with paper barrier and some wood chips instead of rocks. When confronted about our cracked and destroyed driveway, we were advised that we were SOL. The KS Gas employee that was working with my husband was nice until he came back from his vacation. After that his verbiage was exactly like the jerk from *** and now suddenly no one could help fix any damage. We were told that because we have a skoolie in our driveway that we were the ones that caused the damage. Our skoolie has not been moved since we moved into our home two years ago and my neighbor can testify to that. We were then told that Google images will back them up. Nope. Go look at Google images. No such truth. These are all lies. *** used my driveway to load and unload their trucks while parked in the street as we're one of the few homes with a concrete wide driveway and KS Gas is responsible for repairing the damages the party they contracted with to provide the terrible service.

  Business Response

  Date: 11/16/2023

  We have been in contact with the customer and have been working with her to resolve her concerns.  We understand her frustrations and hope her future experience with Kansas Gas Service is more positive.

  Business Response

  Date: 12/12/2023

  The landscaping materials the customer requested were delivered to her on December 11, 2023.  On December 12, 2023, a courtesy call was placed to the customer to confirm the receipt of the mulch and landscape cloth.

  Customer Answer

  Date: 12/13/2023

  
  Better Business Bureau:
  
  I have received the replacement items from Kansas Gas as agreed.   I am still going to have to repair my driveway but appreciate that *** ********* (from Kansas Gas) did assist with getting as much of the repairs corrected as possible. She, along with the worker that came back to the house to connect the gas lines correctly, were very nice and pleasant to work with. I appreciate her follow up, willingness to work with me for a solution and professionalism. 

  I have reviewed the response made by the business in reference to complaint ID 20788076, and find that this resolution is satisfactory to me.
  
  Sincerely
  
  **** ******