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:02/08/2024

  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.

  They are trying to charge me $417 for one month of service when it has never been that high and they are saying it’s my fault when it’s not. I only have gas furnace and stove.

  Business Response

  Date: 02/22/2024

  This customer called in a complaint about a high gas bill on 2/7/24.  She was advised that it was a longer than usual billing period, (from 12/22/23 to 1/25/24) at 34 days; also, there were two extremely cold spells during that billing period.    She stated that she did not use the furnace from 1/15/24 to 1/24/24, because the furnace needed new filters and they heated with electric heaters during this period.
  Her meter was inspected on 2/7/24, including all outside lines and connections.  No issues were found and in the period from 1/25/24 to 2/7/24 (13) days the customer had used 70 CCF’s.  This usage is consistent with the period and temperatures.
  Below is her meters, daily usage & readings downloaded from the remote transmitter
  

  See attached.

• Initial Complaint

  Date:07/25/2023

  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 started gas service with Cardinal Gas, and we noticed a "Customer Charge" on our account for$ 25.85 every month. We have paid a deposit, and also paid service charges in the past for them to light pilot lights of $100.00. we called and this is a charge apparently just to have their gas service. We were also given notice that our bill will increase by 12.6 percent! We realize the increase is unavoidable, but this customer charge needs to end. There is no alternative for gas for another company. This is extortion. And is illegal.

  Business Response

  Date: 08/04/2023

  Better Business Bureau ID #********
  
  
  Utilities impose a flat monthly basic customer charge, as approved by the Public Service Commission (“PSC”), designed to recover certain fixed expenses associated with making utility service available to customer locations. The utility incurs these expenses regardless of how much natural gas you consume. These expenses may include customer account expenses such metering, billing, and payment processing as well as fixed costs associated with your individual service line such as depreciation, maintenance, and financing costs. The utility may or may not show this charge as a separate line item on your bill.  The Cardinal Natural Gas monthly customer charge has been $10.08 since April 2018.
  In WV, the anticipated cost of natural gas utilities’ natural gas supply for delivery to customers is adjusted annually, with new rates going into effect November 1.  These costs historically are billed to customers as part of the volumetric rate applied to monthly customer usage.  Due to the significant increase in the market price of natural gas during 2022, the PSC determined the utilities should bill a portion of the gas cost billing component as a fixed monthly charge, as opposed to a volumetric charge, as an increased volumetric charge would add significantly to customer bills during the winter months.  The fixed monthly charge authorized by the PSC, related to purchases of natural gas, is $15.77.  

• Initial Complaint

  Date:05/11/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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 father in law has an account with Cardinal Natural Gas out of the Lumberport gas office. He passed away on January 30th. My family and I also live in the same home where services are provided. Since his passing anytime we called they said they couldn't talk to us without legal executor papers. We had trouble even trying to make a payment to keep the gas service on. Once we got the papers 3 months later we took them to the local office for them to see/copy as requested. Not only was the door locked but they refused to come to the door to get said papers. It took 15 minutes on the phone pleading with them before someone came to the door to make copies. The person then said they still couldn't talk to us and we'd have to call another day. Once we were able to reach someone they had given us a bill of almost $300. Normally it runs $70 or less. They said it was for penalties for being late and being one month behind. If they would have told us the balance and accepted payments we wouldn't have any balance or fees. They then sent a shut off notice even after I made two payments. They also said we would owe a $95 new account fee.. It would still be the same account, only they would have to change a middle initial (my husband and father in law had the same name) plus there would be other fees. I called the regional office and a lady named Jodie said she would see what was going on and would call us back in 2 to 3 days. I also paid the account to her in full during that phone call. It has been over 2 weeks and Jodie will not call us back, even after leaving multiple messages. Yesterday we received another bill with yet more fees. They also had a previous balance that I had never seen, plus I paid the account in full 2 weeks prior. The new charges, not including this apparent previous charge, is $107. We have gone from a 5 person household to 3 since his passing and we have used a lot less gas. Our bill should be cut in half but they won't discuss that. Nobody does the job