I have NEVER had such terrible experiences with a place of business. Everyone I ever speak to is rude and hateful no matter how polite you are. Specifically AMBER with customer service! If a supervisor does t make it right this time, I will use space heaters and drop them entirely.
Their website is a joke. No way to monitor or even find my account activity. When I select "make a payment", I'm directed to a 3rd party (Doxo) which is just as bad.
Paid account balance at 10am -- it's now 2pm and still no record of payment being received. My bank even faxed the documentation showing where the funds were taken from my debit card and it shows it was paid to Mountaineer Gas/Doxo. Eight (and counting) calls later, I STILL don't have an answer. The fax was sent to "Walter" at the fax number provided by Mountaineer Gas. Oddly, NOBODY has a contact number for Walter and the only way he can be reached is via email. . . . I'd LOVE to have a job where I was hidden from the rest of the world.
Each time I've called, I've had to provide the same information from start to finish - even though I explain up front what the situation is - I have to give the whole story and let the latest customer service rep go through the account, ask another few questions, only to be told the payment is not showing on the account. DUH. I know that!!!!!
Regardless of whether you try to pay online or by phone, it still is handled by Doxo, which isn't proving to be reliable. I gave each CSR the confirmation number that I received. Nothing.
Next step Better Business Bureau.
Would give zero stars if I could, WORST company ever! Customer service is seriously lacking! Poor communication from every representative I talked to. If I could cancel them I would. Even supervisors were extremely rude and made no effort to make the situation better. If you are going to have such poor customer service at least give me a great website where I can do everything so I don t have to call you. RIDICULOUS!
I never received a bill, I got called today and was spoken to very rudely, they told me it was my responsibility to call them if I don t receive a bill. Also they didn t offer to let me take care of the balance over the phone. I worked customer service until last year, I would never of been allowed to speak that rudely to a customer where I worked.
These people need investigated, rude and ignorant. Lazy and estimates readings. Need more open competition in the markets here. Do not use if you have a chance to convert to anything else...do it.
I called and got April who said she was a supervisor she was rude and unhelpful talked over me wouldn't even let me speak. Refused to let me speak to someone over her then refused to let me make a complaint. Called back got someone else and they said she put notes in my account and in which that person got rude and couldn't even give me a answer to my question said she would have April calk me again April was of no help the first time why would I speak to her again. They are the rudest bunch of people I ever spoke with and still have no answered to my questions thanks for nothing mountaineer gas.
Where to begin. We started with fluctuating gas bills (over $150 difference month to month), random cut off notices after I'd paid the bill, and now that I've moved out of the service address for a year they're saying that i owe them over $100. You cannot speak to anyone after 5pm, which sucks when you work a normal job and don't get off til 5. And even then, you don't get any resolutions because they refuse to acknowledge their own mistakes.
Seriously, if you have to chose between this company and freezing, just chose to freeze.
I have no idea how much a corrupt company has survived so long.
Trying to find out my balance and I can't get through this is Dave three Mountaineer gas sucks
About as crooked bunch I've ever dealt with! Signed up for service one winter for emergencies, but never needed it. Sold the gas heater 4 months later and called to turn service off. Kept getting bills afterwards even though I had no gas appliances/heat/etc. Called them again, and manager demanded I pay for a year's service, even though I never used the gas. I offered to pay for six months to settle, but the manager said it was all or nothing! I chose nothing, and now it's on my credit score.
Diana was nothing but rude, interrupting and speaking out of term when I tried to be nothing but polite with her about being g charged for service when we did not live at the billed residence. Called me a liar when I called MYSELF months before to have service ended, yet still get charged for months after. Horrible company.
I've seen the employees knock on the door & give them a chance to call & pay their bill before it was shut off, for a utility company, that impressed me.
Had Mountaineer for years my bills were well under friends with same size homes using different gas company. No service interruptions in bad weather
My bill goes from 77 dollars to 224. When I call to ask why they say to give them a new reading! But its never any lower. How does that make any sense as in it getting warm and we aren't using it but to heat water! Most of the time the representatives are rude and act like the customers are stupid. The whole company needs to get straight. If they can do an actual reading one month, why can't they do it the others?
This place is horrible wish there was another gas company around my area , i never had this many problems with other gas company's i had .. N to get a hold of someone to talk about your bills is a major problem and when u cant they shut u off.. Begin a single mom of three and trying to make it on your own is hard when people like this company wont work with u....
Pretty annoying group to work with. I would almost rather go without gas. Amanda in customer service is rude an unhelpful.
Over priced and will find any reason to try to squeeze money out of you. Wouldn't recommend them to anyone, if I had literally any other option for heat I'd use it.
The customer service is horrendous!!! Apparently The bill I received last month had an error In the decimal point placement, which made it much less than it was supposed to be. I paid it on time and I had no idea it was an error until I got my new bill that was so high I called to ask about it. Talking to customer service is a joke! They told me about the print error from the last bill and said it's too bad I have to pay it, no one can help it even tho their computer made the error last month and now I'm getting gouged for it for pretty much two months due and they had the nerve to charge me a late fee for not paying what was really owed last month! I paid what the bill said was due!! I am waiting for a supervisor to call me back, but not expecting much better results than I got already! I just don't want them to turn it off and give me a chance to pay it when I get my pay checks. Hard working people can't catch a break with companies like this, disgusting the way they treat customers!
Paid bill, three days later got a shut off notice and they turned it off, called and they told us that we would have to pay a reconnect fee. Now that is piss poor business to scam more money out of a customer. I guess its as good of time as any to go electric.. Great way to keep a customer
Mountaineer Gas has online payment link to a horrible platform called DOXO. Do not use this. I was late on my payment, which had final payment date for that Monday, so I used it Sat morning. Evidently it takes a week for your payment to post to your gas account. MG disconnected me even though agent could see on his computer screen that I paid. I am still waiting on someone to reconnect me. I stayed home all day and lost work. Called agent again and she assured me they would be here tonight. It is 10;00 pm now. Guess they lied.
My bill has doubled and yet they refuse to provide a reason why or send anyone out to check for leaks! Costumer service was the rudest ppl I have ever dealt with in my life!!!!
Cut off my gas while unemployed with small kids in the house
This place is the worse company I have ever had to deal with. We are new tenets in a home and because the last tenets had a past due amount they shut our gas off and wouldn t let us start our new service until we sent in a notarized lease. Our landlord lives in another state and they would not let us keep the gas on while trying to get this together. After getting the proper documents and sending them in they would not come out a simply turn on our gas since we have children in our home. They said they had other appointments a couldn t get to us until monday, this was Friday. So we went all weekend without gas. I called today (which is Monday) and now they are saying there was never an order in to turn on our gas and can t come out now until Tuesday. They don t work with you and unorganized. I have never had so much trouble with a service provider in my life.
worst ever customer service. Makes me want to throw up
They let someone else use MY information to open an account(clearly they arent verifying good enough before opening an account)and no matter who I talk to I'm responsible for the $434 bill on my credit report even though it was FRAUD
Worst company I've ever dealt with in my life. Customer service is full of very rude people who change their policies with every call. Better to just buy propane and use that.
would use 0 if an option
but field techs I would give a 5 star
I'm not sure what the other people were talking about, but they were quite pleasant on the phone, told me that I had to be there for them to turn it on (for safety reasons.) No problem.
"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.
Omg I just don't understand how utilities can cut ur ass off when ur paying on them. Gas company wanted almost 500 bucks turn my gas back o I'm like really I caint just pull that outta thin air
mountaineergasonline.com
