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Mountaineer Gas Company complaints

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PO Box 5201
Charleston, WV 25361 | Get Directions

(800) 834-2070

http://www.mountaineergasonlin...

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Total Amount in Dispute:
$1,284.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to complaints presented to them.

Complaint Closing Statistics

4 complaints against Mountaineer Gas Company closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
4	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

4 complaints against Mountaineer Gas Company

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12/24/2023

RESPONSE: Agreed to make an adjustment Amount in Dispute: $75.95 Amount Settled: $0.00

Customer Complaint

12/11/2023

A billing date of December 7, 2023 was received with the total amount due of $201.90. Included with the total amount due is a security deposit charge of $75.00 with no reason given. I have never previously was charged a security deposit from ANY utility service. So why? I was also charged a fee of .95 for a "Delayed Payment Penalty" Why? I have NEVER been delayed in making a payment. These 2 factors requires some kind warranted of investigation as the charges are not warranted. We are senior citizens on social security and my wife is disabled. We can not afford to pay for fees, especially with no explanation given, that have been assessed to us. Resolution Sought Remove the included outrageous security deposit of $75.00 and the .95 we are being assessed for the "Delayed Payment Penalty. I believe I am asking for a reasonable request.

Company Response

12/12/2023

Per the PSC Rules and Regulations, Rule 4.2.1. – states that a utility may require an applicant or customer to make a deposit as a guarantee for the payment of gas used…the utility shall not be bound to supply gas until these conditions are fulfilled and it may cut off the supply if the guarantee is not given when required. After the customer has paid bills for service for 12 consecutive months without a delinquency, the utility shall promptly and automatically refund the deposit plus accrued interest. The bill states that the total payment due is $201.90, which includes the $75.00 security deposit. The latest payment date to avoid paying a penalty is to pay by the current bill due date of December 27, 2023. If the payment is made after December 27, a $0.95 penalty will be assessed.

9/29/2022

RESPONSE: Agreed to make an adjustment Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

9/26/2022

Mountaineer Gas laid a new line on Sunnyvale Dr months ago. We were told the road would be repaved. They put rock in holes but no paving. Its washing out. The neighbors have spent their time and money repairing potholes. We have requested repair but are apparently ignored. Our next step is Kanawha County Commission and PSC. Resolution Sought Pave the roads before winter, please.

Company Response

9/27/2022

I did make an attempt to call you to gather more information; however, the request has been submitted to Management for further review. If you have any further questions and/or concerns, please feel free to contact me at the number provided on the recording. Thanks, Mountaineer Gas Corporate Office

Customer Rebuttal

9/29/2022

They are coming to look at the road to evaluate Friday. Thanks for your help

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