Mountaineer Gas

The first record of communication between MGC and the complainant, regarding connection of gas service for the location in question is April 11, 2017 at 2:24 PM.  The complainant contacted the Company on April 11, 2017, requesting connection of gas service.  The complainant was...

advised of the need to provide a copy of a lease or proof of ownership, as well as pay a $70.00 security deposit, as the gas service had just been terminated for non-payment in the name of a previous occupant on April 5, 2017.  A lease was provided, which reflected an effective date of April 1, 2017. The complainant called the Company back on Thursday, April 13, at 2:05PM, to provide notice of the $70.00 payment being made on April 13, 2017, for the security deposit.  The complainant was then informed that that the next available date of service would be Monday, April 17, as Friday, April 14, 2017, the Company would be closed to observe Good Friday. Unfortunately, a request for connection of gas service is not a same day order.   Regards,Mountaineer Gas Corporate Office

Based on the Rules and Regulations of the PSC and MGC Tariffs, Rule 4.7.1 states: Any customer desiring to have his/her service discontinued shall give at least three (3)days' notice thereof to the utility unless a longer or shorter period shall be incorporated in any standard or special contract mutually agreed upon. Until the utility shall have such notice, the customer may be held responsible for all service rendered.  The special contract in this instance was that you scheduled an appointment for the Company to gain access to obtain a final reading to terminate the gas service in your name. You did not report to the appointment as scheduled per the recorded phone call and failed to contact MGC to advise of other arrangements. Regards,Mountaineer Gas Corporate Office

MGC does have an application process, which may include but not limited to, a request for proof of previous residency, as well as proof that a customer has applied for new service at a current location with another utility company.  It has been verified that you are the current...

occupants at the location in question with an effective date of August 10, 2015.   Since this information has been verified, you can contact MGC's Customer Service Center at [redacted] at your earliest convenience to request gas service.MGC apologizes for any inconvenience that you may have experienced.Regards,MGC Corporate Office

Per our discussion, the payment of $117.38 was made using the account number of the previous occupant, thus resulting in the posting of the payment tothe wrong account.  The payment has since been transferred to the correct account.  Based upon your account being reconciled, a past due balance of $176.78 is outstanding, a current bill of $128.90, is due on April 23, 2018, and a total actual account balance of $305.68 is owed.  Please contact me directly at the number you were provided to discuss options regarding the restoral of gas service once it has been confirmed that the gas leak has been repaired.Billing statements will be mailed to reflect the payments that were made on your account(s). Thank you,Mountaineer Gas Corporate Office

On February 24, 2015, a termination notice was mailed for a delinquent amount of $67.43. A current bill of $38.05 was due on March 2, 2015.  The total actual account balance owed was $105.48.On March 6, 2015, the customer notes indicate that you called the Company to inform that a payment...

would be made on March 9, 2015, after which, you would call back with the confirmation number for verification of payment.A payment of $75.00 was made, which left a remaining balance of $30.48.  On March 11, 2015, the account billed $38.05, based on an actual reading of the gas meter, increasing the account balance owing to $68.53.  On March 25, 2015, a high bill complaint was called into the Customer Service Center disputing the 3 Mcf of gas used.  The call escalated, after which a customer call back was requested.  The account is noted that the Supervisor attempted to call at 4:41 PM on 3/26/15, however, a recording indicated that the number was no longer in service.There is no further customer communications noted on the system beyond 3/

A Supervisor spoke with the complainant on August 23, 2016, at 1:08 p.m., in regards to a corrected meter reading.  The complainant was not satisfied with the conversation, stating the meter readings were suspicious and the Company was going to say whatever.  The gas meter is located...

in the basement.  The meter reading report reflects that the Company did not have access to the inside meter in the months of December 2015 through June 2016, which resulted in the billings being estimated in those months and the increase in the bill when the actual reading was obtained.  On June 30, 2016, an order was generated to change the gas meter, to install an ERT, as this ERT (Electronic Resonator Transmitter), will afford the Company with the ability to read the gas meter from the outside, resulting in more accurate billings moving forward, as the Company will be able to obtain regular scheduled readings, thus eliminating estimated bills for extensive periods of time.  When the meter was changed, the complainant was present. Based on the actual final reading of the old meter, the account was billed an additional 31 Mcf, reflecting that the calculated usage from December 9, 2015 through July 4, 2016 was under-estimated.  This does not mean that any gas has been used since the heating season.  Based on previous years consumption history for relatively the same time frame, as the months may vary depending on the when the Company was able to obtain the actual read, the usage is in line and less than previous consumption.  From November 2015 – July 2016, 97 Mcf of gas was used. From September 2014 – May 2015, the account billed 104 Mcf of gas.  From November 2013 – May 2014, the account billed 112 Mcf and from September 2012 – July 2013, the account billed 116 Mcf of gas.Anytime the billings are estimated, customers are encouraged to check the reading of the meter and even call in the readings for more accurate billings.  Meter reading cards are available for customer's who are interested in providing their readings in the months that the billings are estimated.  Please contact the Customer Service Center at [redacted] for more information regarding providing a customer reading in the estimated months.  Please advise if further information is needed.Regards,Mountaineer Gas Corporate Office

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I called and gave you notice to transfer my service, and the recorded phone calls will prove that. Irregardless of whether you got a final reading, service should have been disconnected, not left on for 5 months with no payment or no calls saying to leave service on. I have a written statement from my landlord saying I moved out in November, a written statement from the tenant after me stating that when she moved in to the house in April gas was still on and had it transferred into her name. I'm familiar with the laws, I'm familiar with the bylaws and you cannot leave service on in someone's name at a residence they don't live in or own. You should have disconnected service and you know that. You left that service on with no payment for 5 months but shut mine off over this disputed bill and late payment. Keep trying to justify your mistake, and I will add distress and multiple other claims to my law suit! 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Mountaineer Gas responded to my dispute by citing a third-party's document, in this case a guideline issued by the [redacted]. Based on my own research and consultation with staff at the PSC, the company's citation of that guideline is irrelevant, because the Mountaineer Gas Rules and Regulations document or tariff supersedes that general PSC guideline. In short, Mountaineer Gas continues to lack legal documentation to support their stated business practice with regard to costumer service piping. 
Regards,
[redacted]

MGC installs a curb valve that separates the Company Service Line from the Customer Service Line.  The curb valve is usually located on or near the property line.  Per PSC Rule 5.4.4, Customer's Service - The customer shall furnish and lay the necessary pipe to make connection from...

the property line abutting the utility's main, to the place of consumption, and shall keep the service line in good repair. The service line shall beinstalled and tested in accordance with the Minimum Safety Standards and the utility's safety requirements concerning customer connections required to be filed pursuant to Rule 8.3., infra. The customer shall not make any change or interfere with said customer's service line without approval of the utility.The customer is also responsible for the customers house piping, which is the piping and fittings that extend from the outside of the customer's foundation to the customer's appliance.MGC apologizes for any miscommunication or inconvenience that you may have experienced. MGC Corporate Office

On February 10, 2015, with an account balance owing of $305.21, a 6-month payment agreement was accepted by the customer to pay $50.87, in addition to the current bill beginning with the March payment.  The agreement resulted in default and subsequently termination of gas service on June 25,...

2015.  A final bill in the amount of $448.60 was mailed on June 26, 2015.  A payment of $250.00 was made on July 9, 2015, and another payment in the amount of $225.00 resulting in a credit balance of $(26.40).Per [redacted]s and the Rules and Regulations of the [redacted], 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.  Such deposit shall not be more than 1/12th of the annual estimated charge for residential service to secure the utility from loss.  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 twelve consecutive months without a delinquency, the utility shall promptly and automatically refund the deposit plus the accrued interest.In order for the gas service to be restored, a $25.00 reconnect fee is required in addition to a $160.00 security deposit.  The $25.00 reconnect fee can be deducted from the $(26.40) credit, leaving a remaining credit of $(1.40), which can be applied to the security deposit.  [redacted] will restore the gas service with 1/2 of the $160.00 security deposit in the amount of $78.60.  The remaining $80.00 security deposit will be billed and due with the 1st months billing after restoral of gas service.[redacted] needs to be contacted after the payment of $78.60 is made, after which, an order can be placed for restoral of gas service.  If the payment is made and verified before 4:00pm, an order can be sent for same day restoral.  If the payment is made after 4:00pm, the order can be scheduled for the next business day.  Someone over the age of 18 will need to be present to provide access to the home for restoral of gas service.Regards,[redacted]

On September 24, 2014, a payment of $78.95 was made on the account, at which time there was an account balance owing of $87.34, leaving a balance of $8.39.  No further payments were made between September 24, 2014, and March 5, 2015.   On March 6, 2015, the customer notes indicate that the Complainant called the Company to inform that a payment would be made on March 9, 2015, after which, a call would be made back to the Company to provide a confirmation number for payment verification.  The account balance owed at that time was $105.48.    MGC never received a confirmation number, however, a payment of $(75.00) posted to the account, which left a remaining balance of $30.48.  On March 11, 2015, the account billed $38.05, based on an actual reading of 114 on the gas meter, increasing the account balance owing to $68.53.  On March 25, 2015, a high bill complaint was called in to the Customer Service Center, disputing the 3 Mcf of gas used.  The call escalated, after which, a customer call back was requested.  The account is noted that a Supervisor attempted to call the customer back at 4:41 PM on 3/26/15, however, a recording indicated that the telephone number listed on the account was no longer in service. There are no further customer communications noted on the system beyond 3/26/15, and no records to reflect that a request was made to discontinue service. The reading of the meter was verified and confirmed when the service was disconnected.  The gas meter was removed on May 3, 2016, which reflected the same reading of 114, taken on March 11, 2015. Since there was no documentation to support that a request was made to discontinue service, the account continued to bill the customer service charge until the service was disconnected, with an account balance owing of $209.59. In an attempt to reach resolve, MGC will offer an agreement to end the service, based on the call made to the Company on March 25, 2015.  The account balance owed at that time was $68.53.  Once the payment of $68.53 is made, MGC will contact the outside collection agency to inform of the updated status of the account. A duplicate bill will be mailed to the address indicated on the complaint.  Regards, MGC Corporate Office

Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The billing error has not been corrected and I am still without gas service. They have denied restoring service to my account for nonpayment. I spoke with a supervisor on the phone who informed me “there was no leak and nobody would be coming out” as well. We are freezing. We cannot shower. We cannot cook. Please help.
Regards,
[redacted]

On March 30, 2016, an actual reading of 297 was documented. On May 2, 2016, the account billed based on an estimated reading of 301, and a billed amount of $43.07. This was an estimate for consumption from March 31, 2016 to May 2, 2016. On May 31, 2016, another actual reading was...

taken, which resulted in a billing of the customer service charge of $10.10, as the meter still read 301. In June, the billing was estimated for 1 Mcf of gas, at a reading of 302, however, when the meter was actually read in July, the account was credited for the 1 Mcf of gas, as the actual reading still reflected 301.  The base loads and heat factors have been adjusted, which means that the account will only bill the customer service charge in the estimated months. In the event that the complainant switches over to MGC during the heating season, it would be her responsibility to contact the Company to inform that she is using MGC gas, in order for the estimating factors to be to be changed, so that she will bill consumption in the estimated months.  MGC would again need to be contacted when the backup is no longer being used.  An investigate order was generated for September 13, 2016, no problems were found and the reading of 301 was verified, which resulted in the account being rebilled to the customer service charge.If there are any further questions or concerns, please feel free to contact MGC at [redacted]. Regards, Mountaineer Gas Company Corporate Office

Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], and find that this resolution would be satisfactory to me.  Having a final bill and all future bills removed from my name from this residence was all I was asking. Its a shame I had to resort to going to Revdex.com to have this completed.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

MGC is governed by the Rules and Regulations of the [redacted].  These rules are intended to define good operating practices, which can normally be expected, and are intended to ensure adequate service and to prevent unfair charges to the public, and to protect the utilities from unreasonable demands.  MGC stands firm in our response dated 9/11/17, advising that the customer shall furnish and lay the necessary pipe to make the connection from the property line abutting the utility's main, to the place of consumption, and shall keep the service line in good repair.  The customer is also responsible for the customers house piping, which is the piping and fittings that extend from the outside of the customer's foundation to the customers appliance.   Regards,MGC Corporate Office

On November 30, 2015, Ms. [redacted] contacted MGC to discontinue gas service at [redacted].  An order was placed to discontinue the gas service with a scheduled date of December 10, 2015.  A recording of the call was pulled, which confirmed that the Customer Service...

Representative did inform the complainant of the need to provide access to the inside meter.  The complainant requested that the order be scheduled for PM hours on December 10, 2015, and also requested that the Service Technician call before going. On December 10, 2015, the Service Technician contacted the complainant per her request, at which time she requested to reschedule the appointment until December 14, 2015, at 9:00 AM.  On December 14, 2015, the Service Technician arrived at the location and no one was there.  The Service Technician then attempted to contact the complainant at the telephone number provided and there was no answer.  A knob card was left at the residence with MGC contact information.  MGC was not contacted further, therefore, the service order was cancelled.  The complainant did not call back regarding discontinuance of service for the address in question.  The mailing address was updated to reflect the complainants new address, therefore, the bills from the previous was mailed to the current address.  The bill was not paid in full at the old address. If access would have been provided on the rescheduled date of December 14, 2015, per the complainant's request, there would have been an outstanding account balance owing of $195.63. Since access was not provided to finalize the account in the complainants name, the balance continued to increase until the gas service was terminated for nonpayment on April 14, 2016, resulting in a transferred balance of $494.68 to the current location.  The complainant may want to follow up with the property owner to inquire as to whether he/she will reimburse her for the gas service provided.   Since April 14, 2016, 7 payments have been returned by the bank on the following dates, which consequently resulted in termination of gas service.  On April 14, 2016, a payment of $227.88, May 31, 2016, a payment of $421.00, June 13, 2016, $523.11, July 25, 2016, $540.00, July 27, 2016, $1,138.39, August 1, 2016, $352.00, August 29, 2016, $606.07, and August 31, 2016, $607.00.  As a result of the returned payments, all payments made on this account for the next 12 months, will need to be made at an authorized payment location with certified funds (cash, cashier's check or money order). Service will not be guaranteed with payments made via any other source.      An appointment was scheduled by the complainant to provide access to the gas meter for a final reading and disconnection of gas service in her name, however she did not show up and never followed up with the Company to make other arrangements which resulted in continuance of service.Mountaineer Gas denies any wrong doings or violation of the laws of the State of West Virginia governing said public utility business. Regards,Mountaineer Gas Corporate Office

It appears that payments were made by the complainant using an account number that was not associated with the current account, but rather a Mountaineer Gas account number for an inactive account, for a deceased relative.  These payments actually posted to the inactive account on...

December 6, 2016 and January 31, 2017.  The payments in question have since been transferred to the correct account.  If there are any further questions, please feel free to contact the Customer Service Center at [redacted] Regards, Mountaineer Gas Corporate Office

MGC's Credit and Collections Manager called the customer of record on April 29, 2016, to explain how [redacted] the automated collections system works.  The Credit and Collections Manager also offered to place the MGC account on the bill extender option, which grants a customer an additional...

10 days to make their payment beyond the scheduled due date.  If the payment is made within the 10 day extension, this will alleviate the collections call. Please advise if further discussion is needed, or if the issue has been resolved. Regards,Mountaineer Gas Corporate Office

The complainant used an account number assigned to a previous occupant of the same location, which resulted in the payment posting to the wrong account.It appears that the issue has been resolved as for the payment; however, the service has not yet been reconnected due to a leak that must be...

prepared prior to restoral of gas service.Regards,Mountaineer Gas Corporate Office

A termination notice was mailed on June 2, 2017, for a delinquent amount of $113.32, for termination on or after June 12, 2017.  An extension will be granted for you to make the payment of $113.32, at an authorized payment location by June 26, 2017.  MGC needs to be contacted immediately...

after the payment is made with receipt information for payment verification.  Some of the authorized payment locations in the [redacted]s area include:[redacted]On behalf of MGC, I apologize for the negative customer relations experience.  The issue will be addressed. Regards,Mountaineer Gas Corporate Office