ComplaintsforMountaineer Gas Co.

• Initial Complaint

  09/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On August 19, 2024, I wasn’t available for a sniff test for the Mountaineer Gas worker, so they just cut the gas off. I called and they scheduled someone to come out the next day. On August 20, 2024, a Mountaineer a gas worker named John showed up. He did a test on the meter and claimed there was a gas leak in the pipe. He said I would have to have ********* or someone fix the problem and that numerous pipes in my basement would need cut and replaced. He also destroyed the pipes in the front yard where the gas shuts off. He was very creepy and rude to me. He also spoke with several people that do the repair work (other businesses). The businesses informed me of this. Those businesses were then giving me quotes based on the information he gave them. My gas service remained off until August 26, 2024, when I was able to get ********* to come out (after numerous calls to companies). When ********* called to let me know he was on his way, I informed him I spoke with an attorney. No pipes were going to be cut and things changed real fast. I was told there were no leaks at all and things would be fixed costing $1590. The damage was the fault of the Mountaineer Gas Employee and should be their responsibility. I should be reimbursed by Mountaineer Gas for the cost of the repairs to my gas line for the damage caused by their employee.

  Business response

  09/04/2024

  ********

  I attempted to respond. I received a notification citing that there was inappropriate content. Unsure how to respond to this filing.

  Business response

  09/05/2024

  Letters are sent certified mail to customers, which is a notification for the customer to contact the Company to schedule an appointment to prevent any interruption of gas service for inspection of appliances and a sniff test of their home or business. Letters were mailed to the complainant's residence on May 16, and June 16, 2024. A knob card was left on May 21, 2024. This routine safety inspection is conducted in accordance with the rules and regulations of the WV Public Service Commission and MGC policies and procedures. The complainant did not respond to the requests which resulted in termination of gas service.

  The receipt provided by the complainant from a plumber reflects repairs that were made due to a leak found on the complainant's house line, a leak found on the customer service line, and for the replacement of valves on the water heater and furnace, all of which are the customer's responsibility. 

  Per the Rules and Regulations of the PSC, the houseline refers to the piping and fittings extending from the outside of the customer’s foundation to the customer’s gas appliances. The customer shall furnish, install, and maintain the house piping in accordance with the utility’s safety requirements for such installation as set forth in the utility’s tariff as required pursuant to Rule 8.3, infra.

  The customer service piping shall be installed by the customer in accordance with the utility's safety requirements for such installation. The customer's responsibility is from the property line to the inlet side of the gas meter.

  The concerns of complainant will be forwarded to the Service Center and Management for further review. The complainant will be contacted within the next 5-7 business days.

  Regards,

  Mountaineer Gas Corporate Office

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over 1year ago MG tore up my side walk to fix my neighbors gas line. Since April 2024 i have called to have it fixed they have 3 different work orders and 2 different supervisors that were suppose to contact me but have had no attempt they also called ** ****** and sent them out to look at it. He left a note on my door i called on 2 different days and left a voicemail with no response

  Business response

  06/11/2024

  The paving issue should be completed within the next 2-3weeks.

  Kind regards,

  MGC Corporate Office

• Initial Complaint

  05/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have called. Numerous times to get a bill. I still have not received one bill since I asked for one. I’ve been at this address since January and still have not received the bill after it was put in my name ******* *******. They keep telling me it’s in the mail. They never mailed me a bill. How can I pay my bill if I don’t receive a bill monthly!

  Business response

  05/23/2024

  The account is set-up on paperless billing Doxo. This was set-up by the customer or customer representative. The account has now been disconnected from Doxo. I have placed a paper copy in the mail.

  Thanks,

  Mountaineer Gas Corporate Office

  Customer response

  05/23/2024

  [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 would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ******* *******

• Initial Complaint

  05/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I formerly owned the property at 120 Locust St, Huntington, WV 25705. It was sold on 3/8/2024 and I contacted all utility providers to shut off services. In April I received a bill from Mountaineer Gas stating they were still billing. I called and the agent said they had no record of shut off and refused to do anything. It was escalated to a supervisor who also refused to do anything. It was escalated again and that supervisor wouldn’t give a response on the phone but finally called back leaving a voicemail apologizing and saying the charges were removed. Fast forward to May, when I received ANOTHER bill. I called again 5/16/2024, explained everything again. The rep said they removed customer charges but were still billing service and taxes from March 14th to current. I explained that what still after I sold the property and that a supervisor had left message saying they weee removing the charges. She repeated herself and I requested yet another supervisor. She put me on hold for 10 minutes and then hung up. I want a formal complaint filed on Mountaineer Gas, the representatives and supervisors on record on my calls, and the charges from March 8th on removed from my account and this account CLOSED. They are illegally running for services not received on a property I don’t even own. On top of that they are in violation of telemarketing codes/laws requiring the transfer of a call to supervisors when requested.

  Business response

  05/16/2024

  There is no information or documentation to reflect that there were any calls received from the telephone number of the customer of record for this account between November 2, 2023, and April 22, 2024. 

  As a one-time customer courtesy, all charges have been voided, dating back to March 2024.

  The account reflects a zero balance.

  Kind regards,

  Mountaineer Gas Corporate Office.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 4/23, I received in the mail a termination notice dated for 4/23. In the amount of $248.53. I find it extremely difficult to come up with that kind of money on such a short notice. I have called them before about the short time frame in which to make payments and they state that they cannot be held responsible for Any inconveniences or delays with the mail. I understand that, however, every time I call to try to work out a situation, they are extremely unwilling to work something out and they just say that it’s not a guarantee that the gas Will be shut off on that day. Furthermore I am paying it down by splitting the monthly payments in half so it’s not like I’m not paying anything at all. I have every intent to pay the amount owed on 4/24 when my paycheck gets deposited to the bank.

  Business response

  04/24/2024

  Per the Rules and Regulations of the PSC, Rule 4.3.5., states, each bill shall be due when rendered.  Each bill shall become delinquent thirty (30) days after it is rendered.  A bill is considered rendered when it is placed in the US Mail or postmarked.  

  On December 19, 2023, with a past due account balance owing of $183.07, a 12-month agreement was accepted by you to pay $15.26, in addition to the current bill, by the current bill due date, beginning with the February 6, 2024, payment.

  A payment that was due on January 4, 2024, was not paid until January 24. On January 17, 2024, the account billed, with a payment due on February 6. The payment was not received until March 4. On February 15, 2024, the account billed with a due date of March 6, the partial payment was not received until March 25. 

  While MGC appreciates the efforts that you are making to pay monthly, if the payments are not received in full by the due date per the scheduled due date, since the account is on a Deferred Payment Agreement, a system generated 5-day termination notice is mailed, postmarked at least 5 calendar days, excluding postal holidays to inform of termination status.

  A termination notice was mailed on April 18, for termination on/after April 23, which is for a remaining payment that was due on March 6, and a current bill/DPA payment that was due on April 4, 2024, in the amount of $248.81.

  A hold will be placed on the account for a payment to be made on April 24. MGC must be contacted immediately after the payment is made with receipt information for payment verification.

  A total past due balance of $386.10 is outstanding, a current bill of $150.87 is due on May 6, and a total actual account balance of $536.97 is owed.

  A DPA payment of $248.81 is past due. A current bill/DPA payment of $166.13 is due on May 6.

  Kind regards,

  MGC Corporate Office

   

   

   

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The complaint is regarding Mountaineer Gas Company. We have contacted Mountaineer Gas 3 times to report a gas leak. Impanel. The natural gas leak is in front of our house, around the gas meter. All three times that the gas leak was reported a service person would come to the site of the leak and tell us they would send someone to fix the leak. At this time no one from Mountaineer Gas Company has fulfilled their obligation to fix the natural gas leak in front of our house. My concern is the gas is leaking around our home and I am fearing an explosion or horrible outcome due to the negligence of the Mountaineer Gas Company My request is that Mountaineer Gas returns to my home ASAP to fix the gas leak. The last representative that showed up at my home painted arrows on the road so when someone shows up to fix the leak they would know where is problem lies.

  Business response

  04/18/2024

  This leak has been deemed a grade 2 leak, which is recognized as being non-hazardous at the time of detection. Mountaineer inspects, monitors, and repairs leaks in accordance with Pipeline Safety Regulations and prioritizes its main replacements systematically. Barring any unforeseen delays, MGC will make an effort to have this leak repaired within the next 5-7 days.

  *** ******y has been contacted. Each utility is given 48 hours to respond to locate and mark their specific utility to avoid any potential damage to their line while MGC is digging. to make the necessary replacement and/or repair of the pipeline.

  Kind regards,

  MGC Corporate Office

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been trying to set up a payment arrangement for my gas bill with mountaineer gas but customer service agents have been disconnecting call or is a issue with cell service from the storms

  Business response

  04/11/2024

  The weather may be an issue, as there are no records to reflect that any calls have been received from you since you contacted the Company on March 13 to provide a confirmation of payment made online through MGC's 3rd party vendor **** for a payment of $586.17 to avoid termination of gas service. The non-pay disconnect service order was cancelled due to the confirmation of payment provided; however, the payment failed. 

  A Company representative will contact you to directly to discuss your account and payment options.

  Regards,

  Mountaineer Gas Corporate Office

   

   

• Initial Complaint

  03/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a cut off notice for today from this company. I asked for an extension and was told I broke a promise last June so will they not work with me. I asked to speak with a supervisor. Deana Id# *******. She is working out of her home and is unable to connect me with a supervisor but reassured one would call me back with 48 hours. No one did. I called back 5 days ago and asked again. None is available but one will return my call. 5 days later and still no supervisor. I called again today and was told they would put the request in again for the third time. Problem is the cut off is for today finally and I am certain if I spoke with a supervisor this would not be an issue.

  Business response

  03/19/2024

  Per the Rules and Regulations of the Public Service Commission and MGC Tariffs, bills are due when rendered.  Each bill shall become delinquent thirty (30) days after it is rendered.  A bill is considered rendered when it is placed in the US Mail or postmarked.  

  On 2/15/2023, the complainant was offered an 18-month Deferred Payment Agreement (DPA), which resulted in default and termination of gas service. Upon reconnection of gas service, a 6-month Deferred Payment Agreement was set, which has also resulted in default. 

  A termination notice was mailed on February 22, 2024, for a delinquent payment of $699.38, for termination on/after February 27. Another bill has since become due.

  Currently, a total past due balance of $906.64, is outstanding, a current bill of $162.28 is due on April 8, and a total actual account balance of $1,068.92 is owed.

  I did contact the complainant to speak with her regarding her account. As a one-time customer courtesy, MGC will cancel the collection disconnect order that has generated. An agreement will be offered for Ms. ********** to pay 1/2 of the account balance owing in the amount of $534.50 by Monday, March 25. The remaining account balance owing of $534.42, will be placed on a DPA of $89.10, in addition to the current bill, beginning with the May payment. 

  Ms. ********** accepted the agreement as offered.

  Kind Regards,

  MGC Corporate Office

   

• Initial Complaint

  03/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received a shut off notice from mountaineer gas company about 4 days ago via mail. On 3/4 a man working for mountaineer gas company and had a shut off notice but said if I paid 180.13 that same day it would keep from getting disconnected. That same evening on 3/4 a payment was made for 190 via the website. No where on the notice or did it say or the man tell me I had to call and tell them I made a payment. So on 3/5 while I was home - no one knocked or anything but left a disconnection notice saying it had been shut off even though I made the payment like the man said. Called and spoke to someone and she basically told me too bad, so sad. But now since it’s off I have to pay 299 to get it back on even after having explained everything. So now my family is without gas due to the Mountaineer gas company and the fact that the payment doesn’t automatically update in the system. Contacted PUC appeals department also because this is not ok.

  Business response

  03/08/2024

  The complainant has been contacted. Arrangements have been made to have the gas service restored.

  Kind regards,

  Mountaineer Gas Corporate Office

• Initial Complaint

  03/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I’ve been paying my bill at this address for 13 years and the last 2yrs has been a mess my bill was high do to a leak I had the leak fixed I had to make payments arrangements with them and I made my payments the bill I just got said on it that my payment arrangement was paid I owed nothing on it but on the bill it did show I owed 350 dollars from last bill I called them the lady said let me look this up because it was showing her the same thing she came back and said I owed all that because I didn’t make my payments and I did I paid it all

  Business response

  03/05/2024

  MGC has no record or documentation to reflect that a leak was reported for your residence. I attempted to contact you to review the billings with you. A voicemail message was left for you to return my call.

  A spreadsheet has been attached to reflect the bills that were generated for your account and the payments that were made by you. The end result is that a remaining account balance of $681.54 is owed.

  I will mail a copy of your bills as well. On the bill that was mailed on February 22, 2024. The bill reflects a total payment due of $681.54. There is a notation on the bill that states , "Amount Remaining on Agreement is $0.00. That statement means that once the payment of $681.54 is made, your agreement will be fulfilled. 

  I will be more than happy to reach out to you again to discuss further.

  Kind regards,

  Mountaineer Gas Corporate Office

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