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:07/03/2023

  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.

  I paid my kansas gas bill mid June in full. $684.15. On July 3, even though I owed zero money on my account, kgs took another 684.15 from my account. I called customer service and asked that they return my money. I was told by kgs customer service that they do not return money. It was too late to stop payment as the transaction already went through my account. I am attaching where they took the money twice and also a copy of my account showing I have a credit. The money is for my rent this month., which I already wrote the check to my landlord. Kgs was told this and continued to say I could not have my money back. I am just wanting my credit balance refunded so I can pay my rent.

  Business Response

  Date: 07/11/2023

  Attempts by this office to contact the customer regarding her account have been unsuccessful.  The customer will need to contact the third party payment processor, *********, directly to have the second payment cancelled and refunded back to her card, or she can report the electronic payment as unauthorized to her bank.

  Customer Answer

  Date: 07/11/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:  I do not know what they mean by other party.  the money is in my account with them and they will not return it.  I have had no communication from them regarding this issue other than the day i called to request they return my money and they refused.  as for my bank, the transaction is already processed.  are they asking me to turn them in as a fraudulent transaction and to proceed with filing charges?
  
  Regards,
  
  ******** *******

  Business Response

  Date: 08/22/2023

  Attempts to contact this customer have been unsuccessful.  She can call our office at ************ to request a refund.  

• 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.

  A 12 hour window for when a technician will come to restore my service is unacceptable. I am struggling to pay my bills as it is and now they expect me to sit at home from 8am to 8pm to wait on a technician which means I cannot be at work and at home at the same time. This needs to change. It's not like I can just take my business elsewhere. I have not other choice than to use them and that is why they don't try to offer any real customer service. I told the woman I was speaking with that I wanted a supervisor. She mocked me by telling me it won't due me any good and that they wouldn't tell me anything different.

  Business Response

  Date: 06/29/2023

  Due to the nature of natural gas, we are unable to predict exactly how long each service order will take to complete.  Our technicians must complete all required safety checks before gas service can be restored, and this can take more or less time based on the number of appliances and/or gas connections a residence may have.  In addition, technicians can be called to drop what they are doing to respond to emergency orders, which can further disrupt any planned schedule.  With that in mind, service orders are generally scheduled with an all-day time frame.  Technicians can call a customer about 15 minutes prior to arriving at a residence.  Customers must be sure to answer the phone when the technician calls to ensure that their service order can be worked.  The call may appear as an unknown/blocked/private or anonymous caller for safety reasons.  If there is no answer, the technician will try one more time before moving on to the next order.  We regret that we cannot offer a more timely option to our customers, but safety is our top priority and we cannot rush or take shortcuts when working each order.

• Initial Complaint

  Date:05/20/2023

  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.

  Kgs shut my gas off a few Days ago. I made a 12 month payment plan with them around March 25th. At th time, I requested to be signed up for text alerts, so I wouldn't miss my bill due date. They assured me they signed me up. About a month goes by, their automated system calls me, saying I missed my bill, but not to worry, they can still sign me up for a 3 installment plan, requiring about 1200 dollars, or have my gas shut off. I told them I never received a text alert. The lady on the phone admitted the same, she said I never received a text alert, she admitted that I DID request to be signed up for text alerts, and she would transfer me to a supervisor. OF course, no supervisor is ever available, so she said she would have one call me. No supervisor ever called me. I ended up speaking to another person on the phone a different day after thus, and was told once again, A supervisor wasn't available but one would call me. No supervisor ever attempted to call me, and my gas was shut off. A monopoly being scandalous. I have kids, they never sent me a text alert, they admitted it on the phone call, yet my gas gets shut off. No tech called me to warn me, as they did in the past. I guess if you say mean words to the "professionals" on the phone about their incompetence, they go out of their way to screw you over. STILL WAITING ON MY SUPERVISER CALL. Joke of a company. All monopolies seem to be don't they.

  Business Response

  Date: 05/22/2023

  On March 22,2023 the customer made arrangements to pay $275.55 that day and $275.55 plus the current charges with the next 11 bills.  The next bill came out March 28,2023 showing the payment agreement amount and current charges due by April 21,2023.  No payment was received, and the arrangement defaulted.  On April 28,2023 a text was sent to the customer’s cell phone number on file reminding him of the past due balance.  On May 1,2023 a disconnect notice was mailed to the customer advising of service interruption scheduled on or after May 16,2023.  In addition, courtesy calls were placed May 8,2023, May 12,2023 and May 15,2023.  No payment was received and there was no response from the customer.  The service was interrupted May 16,2023.
  
  We attempted to contact the customer today but had difficulty getting through.  The account is noted that we can restore his service and reinstate his arrangement once he catches up the two missed payments (The payment due April 21, 2023 and the payment that would have been due today (the current charges shown on the April 26, 2023 plus the installment amount that would have been due).  This offer will expire if a final bill is issued.  He can call our customer service number at ***** ******** to make payment, reset the arrangements and schedule an order to reconnect the service.

• Initial Complaint

  Date:05/16/2023

  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.

  The metal cap from the KS gas service in our yard damaged our mower. They have denied the claim and now the appeal. They are offering to replace the cap with plastic but refuse to take responsibility for the damage to our mower despite photo evidence. The cap was elevated above ground level and our mower blade caught it causing damage to the blade and mower deck. The metal cap actually ended up in the neighbor's lawn across the cul de sac. We are very happy no one was severely injured. Please aid us in seeking compensation for our mower repair from this giant company who seems to have no intention of helping us. Thank you for considering.

  Business Response

  Date: 05/17/2023

  Our office is in contact with the customer and is working with them to resolve their concerns.

  Customer Answer

  Date: 05/17/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* **** ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID *********  The KS gas company has NOT yet resolved this issue but have contacted me again and want an estimate on the mower damage.  Please do not close this complaint until payout for damages has been received by us.  Thank you so much for your help with this issue.  We really appreciate it.
  
  ******** **** *** ****** ********

• Initial Complaint

  Date:05/05/2023

  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.

  In June 2020 I was contacted by a collection agency for an unpaid balance on a *** ***** account. I was living in Broken, OK and had *** services at the time so I was confused. I called and found the delinquency address was in Wichita Kansas. Although I am from Wichita I have not lived there since 2012 when I moved to the ***** area. I have good credit, a great job and pay my bills on time. I contacted the collection agency and got the address and dates of service. I was not in Kansas at that time, had never lived at that address and didn't know anyone who would live in that delapidated house. I soon learned of a water, electric and gas bill as well. The services were provided from approximately January 22, 2020 to April 6, 2020. All were disconnected for non payments. I have provided documentation to all the companies involved such as a lease, utilities, pay stubs, drivers license and social security card to prove my identity and whereabouts during that period. All the companies except Kansas Gas Service are satisfied and have removed the debt from my name and responsibility. They required an FTC report which I also provided. However, this bill is now attached to my current bill and they are demanding payment or they will shut off my service. I moved back to Wichita in December of 2022 and thought the debt was satisfied or would be but here we are 5 months later and this still haunting me. I have been.working with several people there and most recently a *** ****, who now won't return my calls. Help! I don't have $377 extra dollars to give, and don't believe I should have to based on how easily they let someone else use my information to get service without verification and based on my m prior relationship with them.

  Business Response

  Date: 05/12/2023

  Customer's Fraud case has been reviewed and approved. The balance has been removed from the account and if the customer has any additional question they can contact us at ************.

  Customer Answer

  Date: 05/12/2023

  [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 is satisfactory to me.
  Regards,
  ***** *****

• Initial Complaint

  Date:04/28/2023

  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.

  I have had an issue with my hot continually running in my apartment and skyrocketing my bill. I've been working the my complex to get them to cover the costs, so I've been throwing $100-200 at my bill every month just to make sure it wouldn't get disconnected. However, when I learned today (Friday) that my gas was disconnected when I had to take a cold shower. I never got a disconnect notice. I'm signed into e-statements and it's nowhere on my statement or in an email. The most recent thing I have from them says that my due date is in 2 weeks. I called to have it reconnected and pay what I needed to in order to make that happen. Which is when they informed me they don't do same-day service so my hot water is now disconnected the entire weekend all because they decided to do this on a Friday. They told me they send ONE disconnect notice in the mail even though I'm registered electronically... you'd think even an email warning would suffice but no. Apparently KS Gas is unlike every other utility company and still relies on the Pony Express to deliver warnings. In order to get my gas turned back on, I have to be in the apartment which means I have to take an entire day off of work. So to recap: They disconnected my gas on a Friday without any real warning and it will be disconnected the entire weekend and if I want it reconnected, I have to take a day off of work in order to make that happen.

  Business Response

  Date: 04/28/2023

  As of April 12, the account balance was $618.88, including a past due amount of $457.49.  A disconnect notice was mailed to the service address on April 12.  In addition, courtesy calls were placed to the phone number of record on 04/19, 04/25 and 04/26 warning of pending service interruption.  The service was interrupted on 04/27.  The customer made payment the afternoon of 04/28 and a reconnect order was scheduled for the next available date – 05/01.  There will need to be an adult present to meet with the technician in order for the service to be turned back on. 

• Initial Complaint

  Date:04/11/2023

  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.

  In mid October of 2022 I set up an account with Kansas Gas Service, which took over 3 days to get it turned on because they needed ID. I sent it in over 2 times and then finally they turned it on, but now more than half way through our lease they decide they need ID again. They claim they sent a voicemail and a letter stating we had 10 days to turn it in but we never got either of those. Only to come home after a 12hr shift to a house that is over 80 degrees, because we never received anything. So when I call not only am I not respected. as an on time paying customer I’m called a liar and disrespected. I’m a customer that is not satisfied with the customer service. I’ve received no phone calls from the gas company or emails. I’ve sent my information in once again. But my main question for everyone is that why would you turn my gas on without having everything you need.? HIGHLY UNSATISFIED

  Business Response

  Date: 04/12/2023

  We have no record of having received the customer’s ID when service was first established in October of 2022.  An order to turn on the service for her was scheduled in error.  The service was left on for the winter as a courtesy.  A notice was mailed to the customer on March 27 indicating that her ID was required to avoid service interruption.  The service was interrupted April 11.  The customer’s ID was received the evening of April 11.  The ID was reviewed and approved today, April 12, and an order to restore the service is scheduled for April 13.

• Initial Complaint

  Date:03/10/2023

  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.

  We moved into this house one year ago and have had estimated gas bills every month which are always inflated over the actual reading. They say we are in a dead zone and meter needs to be manually read and are supposed to send me a corrected bill afterwards. I want them to fix the problem, install whatever needs to be done to rectify this. This is a new home in a newer development and the builder says there are other homeowners having the same issue. I spend a minimum of 45 minutes on hold or being transferred and telling my story over and over. They promised no more estimated bills and I just received another one.A supervisor was supposed to call me this week and help but never followed through.

  Business Response

  Date: 03/14/2023

  We are working with the customer to resolve their concerns. The customer has direct contact information for future concerns/issues. 

  Customer Answer

  Date: 03/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  Complaint: ********
  I am rejecting this response because: They have been promising to rectify this problem for a year now. They say it will be May before they begin replacing gas meters for people who have this issue. The person who contacted me promised to have my meter read before they send out another inflated estimated bill but I won't know if that happens until the next billing in April. So no this isn't resolved. They still have not sent me an adjusted bill for February but admits I am due a large credit. I am afraid this still isn't fixed.   Regards,
  **** ******

  Business Response

  Date: 03/20/2023

  We have mailed a corrected statement to the customer on 3/16/23 with the credit amount. 

  Customer Answer

  Date: 03/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  Complaint: ********
  I am rejecting this response because:
  A credit was applied to my account but I will not know if the problem is resolved until the next bill arrives. If it is estimated again, as it has been for over a year, I will still be dealing with overcharges and hours spend on the phone trying to resolve it. Supposedly  a new gas meter will be installed in May, if this doesn't happen the issue will continue.
  Regards,
  *** ******

• Initial Complaint

  Date:03/09/2023

  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.

  We just paid to have the entire community re-paved. Kansas Gas Service came out and dug the road up and left it a mess.

  Business Response

  Date: 03/21/2023

  We have been unable to reach customer by phone. To further discuss the concerns, the customer can contact us at ************

  Customer Answer

  Date: 03/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  Complaint: ********
  I am rejecting this response because: I spoke with someone on the phone. They said it is a temporary patch and they would be repairing the road. I was not contacted prior to the road being damaged or advised prior to the road being damage that the road would be repaired properly.

  Regards,
  ********* *******

   

   

  Business Response

  Date: 03/22/2023

  We received a request for a new service line installation on lot #5. The main service line was located beneath the road and had to be accessed in order to contact the service line to the main line. The temporary patch is in place until the permanent repair can be completed. This is currently scheduled for the week of 3/27, weather permitting. 

• Initial Complaint

  Date:01/27/2023

  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.

  This is in regards to Kansas Gas Service. I received my bill today for $247.86 which is due February 15, 2023. My complaint is my November 14, 2022, payment was $27.84. I did not receive another bill until today (01/27/2023). I have a locked mailbox on my house and pay the bills I receive on time. I was advised today that a bill of $56.32 was due on December 15, 2023 & another bill for $191.21 was due January 18. With my current bill of $247.86 & then my December bill of $56.32 & then January bill of $191.21 that equals almost $500. I understand they can't explain lost mail, but I have a RING doorbell & a locked mailbox, I can confirm I didn't receive those bills. I normally receive my ****** bills around the same time and I received those bills & they are paid. My main concern is that from November 2022 my bill went from $27.84, $56.32, $191.21 to finally $247.86. It seems to be completely unreasonable that my bill went from $27.84 a month to $247.86. With any household income that is a huge difference but with my single parent household income that difference can be crippling. How can the increase be so large and continue to climb.

  Business Response

  Date: 02/03/2023

  We have attempted to contact the customer and have been unsuccessful. The customer can contact us back at ************ to resolve their concerns.