11 Customer Reviews
Sort By
Review from Harless T
1 star04/14/2024
The rudeness their customer reps show is disgusting. It seems Mountaineer Gas has so many billing and service problems, the best solution is to try and goad the customer into an argument. Then, end the call. Three calls in two years and was treated very rudely every time. Abrupt, argumentative, constantly complaining about being interrupted even though they weren't.
Mountaineer Gas Co. Response
04/15/2024
In response to your *** Complaint filed on April 10, 2024, MGC apologized for the behavior and attitude that you described, citing that what you experienced is not reflective of MGC's commitment to providing customer's the highest level of service. MGC apologizes for this negative expression, as all employees are expected to provide friendly, professional services at all times, which includes courtesy and efficiency. Though we cannot explain inappropriate behavior, we can work to correct it. Sincerely, Mountaineer Gas Corporate OfficeReview from Brandon B
1 star02/15/2024
They double processed my payment. Then the representative was extremely unprofessional and rude. If this company didn’t have a monopoly on the natural gas sector, I would kick them to a curb immediately. They couldn’t offer one bit of help to find a solution to this issue. They just wanted to argue with me over the duplicate payment. Some of the worst customer service I’ve been around and have spent many years in a customer service market. Only thing they do well is take your money.Review from John S
1 star10/10/2023
Scheduled an appointment next day from 8-12am. After noon arrived I called and left a message. They called back and confirmed they were supposed to be here and placed me on hold. Upon returning she stated there was a note that the time was changed to 12-4pm. Nothing short of accept it or reschedule as of days off appear on trees and fairy grandmothers pick your children up for you while they hold you hostage. You’ve been warned.Review from Vanessa W
1 star10/08/2023
Mountaineer gas company was contacted this morning as our heat was not kicking on. Only thing we could think changed was that a new meter was installed when we were not home. We did not notice anything unusual as our gas is only used for heat and not used during the summer months. We called the gas company and explained that the meter says zero. She stated it was disconnected due to the house being placed in vacant status. The house in no way appears vacant. toys in yard and active mail delivery occurs. In fact numerous packages. No termination notices were mailed to the house. We told the representative that we have a 5 year old with special needs. The representative was rude and gave no option for resolve. A recent rate hike occured in the company so I feel customer service should improve not decreased especially for a customer that paid the bill religiously.Review from Patrick W
1 star06/16/2023
When I first had the gas connected in March 2022 I was paying 11.25 a month because I wasn't even using the minimum. Then, in January, they added 11.08 for their so-called "pipeline demand charge", which is basically stealing from their customers who, in reality, get exactly nothing for that money. Plain and simple, it's theft. I am not even slightly impressed with this company.Review from Kevin T
1 star01/21/2023
My bill more than tripled. They charged me for MCF usage, customer charge, and pipeline demand charge twice on the same bill. Since when is there 34 days in a month? Was billed for 23 days customer charge then for another 11 days. I will be seeing you in court mountaineer gas and the attorney general also wants answers but you refuse to answer them. Can't dodge it forever when you're in court!!Review from Granville S
1 star09/16/2022
An agency was helping pay to get gas back on. The agent spoke with Mountaineer gas first on her own. They gave her a quote of $488 to get service back on. Then on September 14th the agent helping pay the bill called again and we were given the same quote to re connect service. Now they have gotten the $488 and have added after the payment was made another $30.35. If you ask the price to get service back on twice plus we got a first final bill stating it was $488.Mountaineer Gas has said there is a new final bill that we have not go you for the $30Mountaineer Gas Co. Response
09/19/2022
I apologize for the inconvenience that you experienced. Please call Mountaineer Gas before 4:00 p.m. today to schedule an appointment to have the gas service restored. Mountaineer Gas Corporate OfficeReview from Toma M
1 star07/29/2022
I think Preston *** ******* that works for Mountaineer Gas should use his own phone number and quit using my phone number that way they'll quit calling and asking for him and he'll quit messing up my voicemail on my cell phoneReview from Karen F
3 stars06/17/2022
We use gas 5-6 months a year over the winter months. We went from 38.00 two years ago to 52.00 a year ago and today it has gone up 20.00 to 72.00. We have a balance of 103.00 for the winter months use. They state it is because the utilities commission told them they needed an increase, which we know the utilities request the increase. The increase was supposed to be 8.40 but they got another increase in January so it is now 10.00. Still does not explain the 20.00 increase. Retired people are tired of these constant increases that have nothing to do with usage. I could understand if our usage was very high and we had a large balance to pay (on the budget) but it is only 100.00 which will be less than 2 months to pay.Review from Austin C
1 star05/05/2022
Men came up to disconnect gas, asked if I could pay told them I had to go to bank to transfer money to the account I pay with. Told me there’s no way they could give me an hour for me to run to the bank. I told them my gas bills were in the 300-400 dollar range and it was hard for me to pay that. I was told I didn’t have gas bills that high and if I wanted them to be lower I should pay on time. Then was told that particular associate wasn’t going to “argue with me.” Disrespectful and rude horrible customer service and dealing with customers. Tried to call and and discuss it but nothing ever came of it
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.