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BBB Accredited Business sinceAdditional Locations
BBB Business Reviews may not be reproduced for sales or promotional purposes.
A BBB Accredited Business since
BBB has determined that Questar Gas Company meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Questar Gas Company include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 11 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||3|
|Total Closed Complaints||11|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||4|
Type of Entity
Business ManagementMr. Alan K. Allred, President Mr. R Don Cash, Chairman & CEO Mr. David M Curtis, Vice President Mr. Mike Favero, Credit/Collections Manager C C Holbrook, Secretary Mr. Craig Wagstaff, Manager Customer Relation
Natural Gas Companies
Alternate Business NamesQuestar Corporation WexPro
The BBB urges consumers to contact the Questar Gas customer service phone number in order to resolve issues or obtain answers to questions associated with what has been called the "green sticker" program before filing a complaint with this BBB. Many concerns may be alleviated by accessing information provided by Questar about the program.
The BBB advises consumers that adjustments, or inspections should be conducted by competent licensed professionals in order to ensure that gas furnaces and water heaters meet the new "green sticker" standards. It is further advised that under most circumstances, the most cost effective means for accomplishing this inspection, adjustment or alteration would be during a routine annual maintenance rather than as a part of a service call resulting from a high pressure sales tactic by unscrupulous contractors or service people. Adjustments will be needed, but doing so immediately is not required.
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
102 W Forest St
Brigham City, UT 84302 Directions
115 E 100 S
Roosevelt, UT 84066 Directions
167 W Center St
Heber City, UT 84032 Directions
180 E 100 S
Salt Lake City, UT 84139 (800) 323-5517 (801) 324-5555 (801) 324-5955 (801) 324-3316 (801) 324-5313 (801) 324-3480 (801) 324-3902 (801) 373-7400 (801) 752-7751 (435) 673-7514 (801) 829-3456 (801) 544-3404 (435) 783-4332 (435) 649-0670 (435) 336-5968 (435) 336-2351 (435) 722-2521 (435) 637-0590 (435) 937-3662 (435) 381-2683 (801) 257-3696 (801) 621-3262 (801) 324-5111 Directions
260 E 2015 N
Cedar City, UT 84720 Directions
2940 Washington Blvd
Ogden, UT 84401 Directions
322 W 1100 N
Price, UT 84501 Directions
45 E 200 N
Logan, UT 84321 (435) 752-7751 Directions
79 N Carbon Ave
Price, UT 84501 Directions
PO Box 45360
Salt Lake City, UT 84145
PO Box 45841
Salt Lake City, UT 84139
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We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.
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Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.
BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
What is BBB Advertising Review?
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
What government actions does BBB report on?
BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.
BBB Reporting Policy
As a matter of policy, BBB does not endorse any product, service or business.
BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.
BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.
Additional Phone Numbers
- (800) 323-5517(Phone)
- (801) 324-5555(Phone)
- (801) 324-5955(Phone)
- (801) 324-3316(Phone)
- (801) 324-5313(Phone)
- (801) 324-3480(Phone)
- (801) 324-3902(Phone)
- (801) 373-7400(Phone)
- (801) 752-7751(Phone)
- (435) 673-7514(Phone)
- (801) 829-3456(Phone)
- (801) 544-3404(Phone)
- (435) 783-4332(Phone)
- (435) 649-0670(Phone)
- (435) 336-5968(Phone)
- (435) 336-2351(Phone)
- (435) 722-2521(Phone)
- (435) 637-0590(Phone)
- (435) 937-3662(Phone)
- (435) 381-2683(Phone)
- (801) 257-3696(Phone)
- (801) 621-3262(Phone)
- (435) 752-7751(Phone)
- (801) 324-3032 (Fax)
- (801) 324-3801 (Fax)
Additional Email Addresses
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
|4/26/2016||Billing/Collection Issues | Complaint Details Unavailable|
|2/16/2016||Guarantee/Warranty Issues | Complaint Details Unavailable|
|7/10/2014||Problems with Product/Service|
|4/14/2014||Problems with Product/Service|
|3/7/2014||Problems with Product/Service|
Read Complaint Details
Complaint: Having an issue getting Questar to correct a bill from a failure to shut off my gas in 2012. I contacted Questar in Aug of 2012 when I was moving and told them to cut off my gas. I got a cut off date of Aug 16 or 19. I did not get gas service reconnected at my new location due to a bulk billing program my landlord provided. When I moved from that location in 2013, we called to get gas turned on at the third location. We discovered that we had an outstanding bill for over $67.00 (rounded to 70 for clarity). After fighting with them, my husband decided to pay the past due balance and a deposit for the bill to get our service. When I called customer service to get a refund (as my husband paid the bill without my knowledge), they said that there was NO shut off order and that they can't even find calls from our phone numbers. Additionally, they said that there was an outstanding balance from back in May 2012. I have faxed a copy of my old lease, I have email a copy of my bank's bill pay statements showing that we paid the amounts requested, and still they tell me "the bill stands." I was told the only other option is to get my previous landlord to pay the bill, and when they called him to ask, he said no. He's kind of spiteful so it did not surprise me. Let's consider for a moment that I had in fact NOT turned off my gas at my old location **** N **** *** 3 *********** Let's assume that it slipped my mind or something. Even then, I would still be owed a large refund exceeding $70 because of my over payment to my account. The problem is, I did turn it off, I did get a confirmation by calling 2 days before the scheduled cut off, and I was even told that they would be out in the morning or likely by noon (I was still moving that day and wanted to know if there was hot water for cleaning up). I have been fighting online with a rep named *** - Questar Gas - ****************, (or at least how she signs her emails to me), and she has demanded more and more information including personal banking details that I am NOT comfortable giving a faceless person on the end of an email. I just need to find a mutual resolution to this issue. I didn't want to take it to the BBB, but if that's what it takes... Finally, I am VERY worried that since I did go to the BBB, that they will cut off my gas at my current location, perhaps out of spite. I don't know if they will or not, but it does worry me. I am currently paid in full and I ask that no one turns off my gas without authorization from myself or my husband only. Thank you.
Desired Settlement: Consider the documents that have been emailed and faxed in. Consider the payments that have been made in 2012 and the payments we made in Sept 2013. Then, issue me a check (not a credit to my account) for the difference. I did cut off my gas and I'm not happy this is happening.
Business Response: Initial Business Response /* (1000, 5, 2013/10/09) */ Contact Name and Title: **** ***** / **************** Contact Phone: XXX XXX-XXXX Contact Email: **********@Questar.com Attached is a copy of the letter and information mailed to this customer. Any questions, please call me at (XXX) XXX-XXXX. Thank you. Initial Consumer Rebuttal /* (3000, 7, 2013/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) They say they got no calls. They say the phone system doesn't show me calling it. I remember making the call. They asked if I would need service at my new location and I declined. I do not know how the cannot find my call. I may have called from the work break room, but I would not have access to that number to verify. I left a forwarding address and everything so the could have gotten a hold of me. My bank bill pay screen says "PAID." My landlord and I were feuding so he would not have notified me of a termination notice. Basically what I'm hearing is "too bad, so sad." I already got that tired line from the first rep I contacted. If I wanted to hear that again, I would not have contacted the BBB.
Read Complaint Details
Complaint: Attempted to open a gas account in my name and they claim that I owe them money. First they told me I owed 630.00, now they say I owe 960.00. Attempted to open a gas account in my name and they claim that I owe them money. First they told me I owed 630.00, now they say I owe 960.00. This is the first I have heard of this "debt" to them and I have repeatedly called and emailed requesting written information around this so we can get it resolved and they fail to do so. I am very concerned since I have a 4 year old daughter and we have neither heat nor hot water. They are now requiring a 960.00 payment telling me that they will not turn my gas on until I pay it. I have not received anything written from them and am willing to discuss alternatives to get my gas turned on, however they have continued to refuse to provide me detailed written information and are unwilling to discuss any alternate option. I am perplexed as to how this amount could have been allowed to grow so high without the company seeing a problem. They are unwilling to discuss any settlement terms.
Desired Settlement: I am happy to discuss a settlement based on a verifiable amount, not an arbitrary amount they have produced.
Business Response: Business' Initial Response /* (1000, 5, 2013/08/06) */ Contact Name and Title: **** ***** Contact Phone: XXX-XXX-XXXX Contact Email: **********@Questar.com Attached is a copy of the letter and information I mailed to Mr. ******. Please call me if you have any questions.
Customer Reviews Summary