Complaints

This profile includes complaints for Mountaineer Gas Co.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mountaineer Gas Co.

  2401 Sissonville Dr Charleston, WV 25387-1336

• 

  Mountaineer Gas Co.

  1346 Cove Rd Weirton, WV 26062

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:05/14/2025

  Type:Facilities 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.

  *** *** is the license plate on the truck that just damaged my property. He pulled over on keystone drive to talk to his other buddy in a gas truck and pulled his truck right up on my beautiful lawn and creating a huge muddy rut and mess that I want cleaned up immediately. I am not a gas customer. He ran off when he saw me. This happened at 7:01 am on ******** ***** in Charleston: I have video surveillance of the damage. I’m calling the news.

  Business Response

  Date: 05/14/2025

  I have been informed that someone from management should be contacting you to discuss and/or make arrangements for repairs.

  MGC apologizes for this issue.

  Regards,

  MGC Corporate Office

• Initial Complaint

  Date:01/23/2025

  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 have not had gas in my house for the last 17hrs. I called the gas company @ 645am to notify them of the issue and it’s now 1030pm and no one has been here yet. I took time off of work today to make sure someone above the age of 18 was home so they could be let in when needed. Not only is my gas been out for over 17hrs, this makes the 5th call to them in a month for my gas magically going out. This has happened 5 other times in a month span. They’ve unfroze the meter once, and drained over a 2liter of water out multiple times.

  Business Response

  Date: 01/23/2025

  Due to the freezing temperatures, there have been no gas issues. The gas service was restored, late evening on 1/22/2025. 

  MGC apologizes for the inconvenience.

• Initial Complaint

  Date:10/15/2024

  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.

  My sister moved to ******* and gave me the family house. I am now 100% owner of said house. I have the bill of sale but am waiting on the deed to come, which I was told could take at least 3 more months because the court house or someone in the deed department messed up on the deed. I paid a deposit and been waiting for a date when the service will be turned on because nobody wants to let me know when. All I want is the service to be turned on.

  Business Response

  Date: 10/15/2024

  I contacted the Complainant named in this filing. The female identified herself but stated that she didn't file the complaint, it must have been her sister, and she will get this taken care of.

  Regards,

  MGC Corporate Office

  Customer Answer

  Date: 10/17/2024

  I was given wrong email to send information to. Now waiting on a response again. I am just wanting gas on.

  Business Response

  Date: 10/17/2024

  MGC is requesting a notarized bill of sale for further investigation to determine if there has been a change of household, a current lease agreement for the previous occupant (your sister), and a valid photo for the complainant. 

  The complainant will be contacted and provided with a fax number to send a valid photo ID in addition to all of the other requested information.

  Regards,

  Mountaineer Gas Corporate Office

  Customer Answer

  Date: 10/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I was given the wrong email address three different times by three different employees. I am begging them to answer my questions but never get answers. I just want them to answer some of my questions. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:09/03/2024

  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.

  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

  Date: 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

  Date: 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

  Date:06/11/2024

  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.

  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

  Date: 06/11/2024

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

  Kind regards,

  MGC Corporate Office

• Initial Complaint

  Date:05/20/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:05/16/2024

  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.

  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

  Date: 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

  Date:04/23/2024

  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 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

  Date: 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

  Date:04/16/2024

  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.

  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

  Date: 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

  Date:04/11/2024

  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 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

  Date: 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