Complain about a product or service

Bay State Gas

Salvador of Mansfield, MA November 21, 2009

I purchased the Guardian Care Plan (extended warranty) for my furnace. My furnace stopped working. A Bay State Gas employee came to my home and stated that the heat exchanger was bad and was not covered by the Guardian Care plan, although my Guardian Care plan was current. I looked up what is covered in the plan, which are many parts, however, there are no "exclusions" noted, e.g., what is not covered! I feel this was unfair on the part of Bay State Gas. I purchased a new furnace for 4,300.00

s. of chicopee, MA October 20, 2009

I have been paying for the guardian care program for 1 year. I called to ask for service for my furnace and was told they cancelled my guardian care 6 days ago because my payment to baystate gas was overdue. I have paid the overdue amount and without any notice to me they canceled the guardian care, but it shows on my bill for this month a charge of 13.32 dated Sept.28,2009 and due Oct, 24,2009. Today, Oct, 20th, they told me over the phone it was cancelled 6 days ago, on Oct, 14th. It is a scam, do not pay for guardian care! They charge you monthly but when you want to use it they just happen to have cancelled it days before,what a scam!!! Baystate gas sucks and we should have other companies to choose from so there is not a monopoly that gives no choice to the consumer. Yes it's my fault my bill is overdue but it is still a scam when you want to use what you pay monthly for--they will look for anything they can so you cannot use what you paid for. My question is if they are billing me for this month for the guardian care of 13.82 how can they cancel it without notifying me in advance, they said they did but I know I did not recieve anything about it in the mail, and my bill says nothing about it but shows the charge for it. They charged me for this months service but not let me use it. If they are going to cancel it how can they do it the middle of a bill cycle in which I paid for this service.

Blas of BROCKTON, MA June 11, 2009

I send my payment every month as I send payment to electrical or other. With bay state gas, I get every other month late charge. Then I'm start to send more the was they ask, like if the bill is 200.00 I send 300.00 or more. But when my wife send it she send exact money, then I get late charge. Last month april check was send on the 13 bill due on the 23 of april again, I get charge late feed. I look in the bill from 2007 two now, and every other month or every month I get charge late feed, even if I send the check two or tree weeks before do day. Are bay state gas doing it to me or more customer. 21 cents for every 5 thousand customer go long way.

Timothy of Marshfield, MA May 11, 2009

I started useing my banks electronic money transfers to pay my bills about 6 months ago. Every account I have submitted payments to have worked just fine, except Baystate Gas. I have submitted payments on 3/9 and 4/14 the payment transfered on 3/9 was recieved by Baystate on 5/6 and the payment (has cleared the bank)on 4/14 has not been received by BatState. I called twice and after repeating the same information 3 times I have been told the Bank will need to provide proof that the Electronic Transfers have infact cleared the Bank. I have taken the time to contact my bank but have not heard back from them. The customer service at BayState Gas is the worst I have ever experanced.

Heather of Scituate, MA April 29, 2009

On Mon 4/27/09 Bay State Gas (BSG) shut off my gas and left a note in the door. When I got home from work and saw the note I called the # given to find out why. They said it was a mistake and verified that my account had a CREDIT of 200.00. Ok, then will the gas be turned back on by the end of the day? They said that the account was in my husband's name (John)and that he had to call to have the service reconnected. I reminded them that this was their mistake and no-one should have to call to have it reconnected because it never should have been terminated in the first place.

Long story short my husband died 7 years ago and even though I have paid all the bills since we have owned the home, trying to get this utility to put this in my name has been nothing short of a nightmare. Now to get the account in my name they want copies of 2 picture ID's and my social security card faxed to them (to be sure that I am who I say I am). There is no way I want that information faxed - anywhere. Also they told me that it takes 24-48 hrs for the change to happen - call then & request turn on.

As in the past when I have had a problem w/BSG I end up asking my son or another male call - say they are John - and mountains move. Even if I have just gotten off the phone w/BSG explaining he is deceased and just put my name on the account. Oh, yeah, to do that I have to open up a WHOLE NEW ACCOUNT. HELP!

Ethiopia of Brockton, MA August 12, 2008

Ethiopia of Brockton MA (08/12/08)
I have been a customer of Bay State gas for a year. After moving to a new apartment, I was told that the house was warmed by oil heat, but the water remained heated by gas. I called Bay State Gas to have the gas at my old address turned off and my new address turned on. The service representative explained that her computer was down and that I would have to call back to schedule an appointment on Monday. Of course no record of this conversation was made.

Monday morning, I called again requesting a transfer of service, they explained that they wouldn't be able to come to my home until the following friday. And also would not be able to turn off my service at my old address until then as well. Furthermore, the appointment would be all day meaning I could not leave the apartment until after they arrived which could be at any time during the day, and NO the day for the tech's don't end at 5.

The representatives were cold and uncaring. The company fails to meet the needs of the average American lifestyle. All day appointments scheduled for days or weeks later are unsatisfactory. Especially in regards to hot water and heating in a region that can become quite cold.

I believe that we deserve a choice in choosing a company to provide heat. And customers are treated with disregard due to this lack of choice.

In order to accommodate the company I was forced out of work that day to be in the apartment. Also, I had to pay for service at my old address for an additional week when I didn't live there. Meaning if anyone turned up the heat at that location I would be responsible.

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