E.S.

Review of MOUNTAINEER GAS CO

"Customer Service" is non-existent. Called to disc...

"Customer Service" is non-existent. Called to discuss grossly varying bill prices month-to-month, wound up speaking to the two most rude customer service agents I have ever had the displeasure of dealing with. I first spoke with "Amanda" who was rude from the onset and chose to speak over me and argue with me about why the bill and usage variance was so large. After a 10+ minute conversation with Amanda telling me she would not argue with me while she perpetually argued about my concerns, I had gotten nowhere and requested a Supervisor call-back as well as Amanda's employee identification number. Amanda refused to provide employee identification number and claimed the notes in my account would reflect that she had spoken to me. She also confirmed that she had correctly recorded my call-back number. A week later, I had not received a supervisor call back and called in once more. I was informed that a supervisor had attempted to call me but that my call-back number was incorrectly entered by a single digit, despite that Amanda had confirmed to me the correct call-back number. My call-back number was corrected and I was contacted by the supervisor "April" who was grossly discourteous from the moment I answered the phone. Speaking with April was a literal joke - I was constantly spoken over. Every time I tried to speak, she would begin speaking loudly over me. I even had to stop the conversation to ask her to lower the tone. The conversation with April went the same way as it did with Amanda - I was argued with over why the usage varied so much. April went as far as arguing that the discrepancy was caused by January being the coldest month and that she lived in the Charleston area and therefore she -knew- it had been the coldest month; meanwhile, historical (actual) high/low weather data recorded by the National Weather Service disagreed - and I already had this data in my hand and ready as I had suspected it would be a discussion topic. April proceeded to argue and speak-over me in regards to weather. During the conversation with April, I requested multiple times that a technician be sent to my property to ensure that the meter was not faulty - I was told multiple times that "We do not check meters". Finally, April informed me that I have to pay a $5 fee to have the meter checked, after several statements saying that they do not, in fact, check meters. Due to the grossly negligent "Customer Service" experience, I requested to make a formal complaint to whomever such complaints should be heard by; I was denied speaking with anyone and April informed me that she would call the correct authority herself, stating that she -knew- who I would be making the complaint to, and would make the complaint for me. It took multiple requests to be told I would receive a call-back from top Supervisor at the Charleston office. April was much more concerned with getting off the phone with me and contacting this Supervisor than she was with providing any acceptable level of Customer Service. After finishing the pointless conversation with April, I made another call and spoke to a third employee to request a call-back from the higher level supervisors/management in the Charleston office to ensure I would not, yet again, have my information incorrectly entered.

If i had the ability to rate this local office at 0/5 stars, I would. I will be making formal complaints to other areas as well, such as the WV PCS and the BBB for Mountaineer Gas' poor business practices of "bait-and-switch" and strong-arming customers into exorbitant balances by grossly underestimating gas usage one month (by multiple units) lower than the actual reading in the previous month, as well as complaints about the grossly negligent quality of Customer Service, gross misinformation about meter check practices, and the like. Unfortunately they are the monopoly and there is no other option in the area - you either deal with their poor business practices, switch to on-site propane, or change all your appliances to electric.