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Business Profile

Natural Gas Companies

Roanoke Gas Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Natural Gas Companies.

Complaints

Customer Complaints Summary

  • 9 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/17/2024

    Type:Billing Issues
    Status:
    Unanswered
    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 want to complain against Roanoke Gas. I own my home and it’s old 1930. I have a gas boiler and radiators heat my home. Well for the last 5 years my wife and I have shelled 3500 or more just to get our gas cut on. This year it’s $705, last year $600. We only owe $441. But deposits and reconnection fees makes it unplayable. I’m on disability and my wife works. We have other bills and is impossible to get the money they asking for? I have 2 kids over 21 and I have 5 grandchildren under the age of 7 in my home also. They say they offer assistance? But none of the people referred to us by them where willing to help with our gas bill. “Oh no that’s to high we can give you $100?” I’ve called the whole list, no help. My complaint is I HAVE NOT HEAT IN MY HOME AT ALL! And Roanoke Gas doesn’t give a damn my family crisis emergency… all they want it the $700 in full to cut my gas on. It’s not fair at all. They didn’t offer a payment plan or arrangement. They hate that I don’t pay the $25-$50 they asking to keep it on it the spring and summer. And I don’t see why we should being the only thing in my home ran off gas Is the boiler? I told them this. I told them my wife and I are cancer survivors (hers was breast mine was oral) and even sent a formal letter of my MS disability to them from my doctor and neurologist. They didn’t honor it at all. So my family and I have resorted to portable heaters that I’m scared will burn our house down one day? NOBODY IS WILLING TO HELP US and I feel they could do better in assisting families in our position instead of monopolizing us. We can’t get another gas company to go to. My complaint is the unwillingness and referring me to charities that won’t touch my gas bill. Saying we don’t have enough money to help you. Why refer me to them if they know the charities won’t help. We not asking for ANYBODY to pay the full amount for us. We can handle the $441 bill. But the other $300 in deposit and fees? We can’t afford it. Thank you for your time.

  • Initial Complaint

    Date:04/18/2024

    Type:Billing Issues
    Status:
    Unanswered
    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 service was disconnected a week and a half earlier . Today 04/18/24 I received two bills in the mail . One was a disconnect notice that was for 04/22/24. They cutt my service off way before it was suppose to . I could of been made a payment if that was the case!

  • Initial Complaint

    Date:10/20/2023

    Type:Billing Issues
    Status:
    Unanswered
    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 called to make a payment arrangement to avoid disconnection on Monday 10/23 and was told that I would not be able to do so because of 3 prior failed payment agreements. I was not given a warning that I would not be able to make payment arrangements in the future because of this. I find it unfair to refuse to work with a customer that is having financial difficulties.

  • Initial Complaint

    Date:10/17/2023

    Type:Billing Issues
    Status:
    Resolved
    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 September 2021, the Roanoke Gas Co offered payment assistance through their covid assistance program. The representative advised that I would need to pay $58 per month for the next twelve months. When I asked for clarification, the representative advised that the $58 per month will cover the full balance already past due and anything they feel I will be owing in the next 12 months. The $58 did not wipe out the past due amount. And at the end of the 12 months, I owed 699.69 in back pay. Their initial explanation implies that the monthly payment will cover everything so I should not owe back pay. This company used a deceptive strategy in order to get me to agree to something, and they are refusing to make it right. After the 12 months was up, I could not get out of the assistance program because I could not afford to pay the full 699.69. So they took my monthly payment up to $200 per month instead of $58. Company also advised payment of $58 will not go up and didn't adequately explain how monthy amounts are calculated. Company has offered partial credit of $350. I am requesting full credit of 699.69 as I should not owe back pay. Gas is currently disconnected and Company refuses to re-establish service until total bill is paid in full. I am attaching the billing ledger provided where you can see on 9/7/21 after I made $58 payment, full past due balance was not covered. And it also shows the back pay owed in September 2022. I will also be attaching the call transcript they provided via email. I was unable to report this in the first 12 months because I was unaware that they were unfairly charging back pay until after the 12 months was up and while this issue may have initially occurred in 2021, it is still an ongoing issue as I am unable to re-establish service until payment is made.

    Business Response

    Date: 11/21/2023

    Although the business did not respond to the complaint, the consumer has notified the BBB that the complaint has been resolved. 

    Customer Answer

    Date: 11/21/2023

    Hello, reaching out regarding complaint #********. Roanoke Gas has contacted me directly and applied the requested credit to the account. 
    Sent from ********* ***** **************************

  • Initial Complaint

    Date:10/03/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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 called Roanoke Gas about my bill being extremely high and requested a visit to check for a possible gas leak. Their employee came to my home on 11/30/2022 & stated there was no leak but told me that my gas logs fireplace was only for looks & did not provide heat & was a waste of gas. I told him that it did provide heat. This year (2023) when trying to turn on my gas logs, the knob to the gas line that connects to my gas logs was removed. The Gas Co. employee was the last person who has done any work in my basement. He had to be the one who removed the knob. I contacted the gas company about this problem and they stated they did not do that type of work, that I was have to contact a company that provides replacement parts. I feel their employee removed the knob without my permission.

  • Initial Complaint

    Date:03/05/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Date of transaction: 2/29/23 Our gas bill was paid on the 29th of February 2023. Roanoke gas company shut off our gas even after the bill was paid. We called and spoke to a man who was rude and didn’t care to check to see why our gas was shut off. Roanoke gas company also stated they will not look at why our gas was cut off until Monday of march 6th 2023.we currently have no heat no working stove or hot water

  • Initial Complaint

    Date:03/04/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 March 1 2023 I came home and my house was 69 degrees. Called the customer service number listed on the website spoke with ******** she mentioned that the gas was disconnected that I would need to pay 455.75 to get the reconnected. I went back on the website paid the balance listed. No one ever came to turn the gas on woke up again this morning house is freezing cold I have a 8 year old. ****** stated that I would have to wait for Monday to submit any complaints or speak to a manager or sup. Connected to a voice mail of **** ******. Left him a very detailed message and look forward to speaking with him Monday.

  • Initial Complaint

    Date:07/27/2022

    Type:Billing Issues
    Status:
    Unanswered
    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.
    These people turn my gas off 7/26/2022 AFTER THEY RECIEVED a $400 payment to keep it on from my aunt in ********* via automated payment system. She has a confirmation number and yet they still shut it off and REFUSE to turn it back on without another $500+ payment when no one told me I needed to call them and give them a "pledge" for payment! I didn't know, my aunt made the payment, I want my gas back on or a refund. This is unacceptable!

  • Initial Complaint

    Date:06/23/2022

    Type:Billing Issues
    Status:
    Unanswered
    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.
    Roanoke Gas Company (a utility provider) refused to open an account for me in my own name further told me that any new residence my estranged husband opens an account at will automatically have my name on it because it is required by state law. I don't think it's right to have an estranged man opening gas accounts - without my knowledge or consent - that are tied to my name and credit company at residences I do not own, or rental homes I do not own.

Roanoke Gas Company is NOT a BBB Accredited Business.

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