Complaints

This profile includes complaints for Kansas Gas Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kansas Gas Service

  PO Box 219296 Kansas City, MO 64121-9296

• 

  Kansas Gas Service

  7421 W 129th St Overland Park, KS 66213-2713

• 

  Kansas Gas Service

  1421 N 3rd St Kansas City, KS 66101

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my KS Gas Service in September of last year. They contacted me stating that I am owed a refund, via email. I sent them the forwarding address but received no response. I waited a few months and called in January. They said they had the wrong address but will reissue the payment. I waited a month and nothing was received so I called again. They again said they had the wrong address and will reissue the check and I will get it in 30-45 days (not sure how mailing something takes that long but ok). Nothing was received so I called in April. They now again told me they had the wrong address and I will have to wait for the check to get returned, then they will reissue it and I will get it in 30-45 days. Now here we are in July and nothing. I called and they have told me the same exact thing and now I have to wait another 30-45 days to see if anything happens. This appears they are acting in bad faith in hopes that I just give up so they can keep the money I am owed.
  
  I am owed $160 for my refund. If I were not to pay my gas bill, KS Gas Service would charge me a $10 late fee and eventually turn of my service. I believe due to their incompetence, I am owed the $10 late fee for each month, just as they would charge their customer's. I will waive the late fee for September and October. I believe I am owed $10/month in late fees beginning from November - Current, totaling an additional $90.

  Business Response

  Date: 07/21/2025

  The customer has filed a complaint with the Kansas Corporation Commission (KCC). We kindly recommend that the customer continue working directly with the KCC until the matter is resolved.

  Business Response

  Date: 07/21/2025

  The customer's refund check has been issued to the correct mailing address. 

  Customer Answer

  Date: 07/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This is what this company has said each time I have called over the last 6 months. I will mark this as resolved once the refund and late fees have been received. If you hadn't lied over the past 6 months, I may believe you but at this point, I need physical proof. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have scheduled 2 appointments for Kansas Natural Gas to start service at my new home. Both times nobody showed up or contacted me to let me know they would show up. I have missed 2 full days of work and I still do not have gas service. I have left messages requesting a call back but no one ever calls. When I call customer service all they say is that they can schedule me a service window and the technician will call 30 minutes before - which I have done twice and nobody called or showed up. I have to be out of my current home this month but I cannot move into my new home without hot water and a way to cook.

  Business Response

  Date: 07/11/2025

  We have communicated with the customer and are actively working to address their concerns and complete the service connection. They have been provided with direct contact information for initiating gas service when they are ready.

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  He was in a wreck on Saturday he has open wounds that need to be cleaned he paid his bill and they refuse to turn service back on until Monday

  Business Response

  Date: 07/08/2025

  Service at this address was interrupted on June 30, 2025.
  The customer requested a reconnect order on July 3, 2025. However, there was no
  availability for a same-day order, so the reconnect was scheduled for the
  earliest available date—July 7, 2025.

  On July 7, 2025, the technician attempted to verify that an
  adult was present at the home but received no answer and was unable to leave a
  message. As a result, the order could not be completed. The service was
  successfully reconnected on the morning of July 8, 2025.

• Initial Complaint

  Date:05/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business does not have readily available terms and conditions (TC) for their average payment plan (AVPP). The businesses website outlines deceptive or misleading fees for the AVPP based on a rolling 12-month avg. The AVPP assessed to the consumer does not align with the stated 12-month rolling avg. Several agents of the company were unable to locate the TC for the product and available TC on the website does not include information for AVPP. The consumer received the bill for an outstanding amount from prior address (Florence) which was applied to new address (********) of $117.70+$29.59 fees = $147.29. The consumer contacted KGS on 05/09/25 and the agent (Alana) stated this was the amount for the AVPP for the entirety of the month due to the cancellation of the AVPP. The consumer advised the agent of their enrollment in the AVPP for the new home (********) and their receipt of confirmation into this plan conducted by the KGS agent (******) on 04/11/25. The consumer advised the agent the service was not cancelled and was transferred over and requested the refund. After further discussion and explanation of these amounts being the rolling 3-months of avg. monthly amounts the consumer requested the TC for this product. Neither the agent or the consumer were successful in their discovery of the TC. Consumer requested escalation of the refunded amount and for further TC and product information of the AVPP. Consumer requested to be contacted by an Agent through the KGS website on 05/13/25 after no call was received from a supervisor. The agent (*****) stated a note was placed on the account stating a supervisor would contact the consumer tomorrow 05/14/25. No contact was made on 05/14/25; therefore the consumer contacted KGS on 05/15/25 and spoke to the agent (****) and further explained the issue. The agent attempted to explain and resolve the issue and locate the TC for the AVPP and were unsuccessful in their discovery.
  *Of Note: All agents were kind and helpful!*

  Business Response

  Date: 05/30/2025

  We have been in contact with the customer and are working with her to resolve her concerns.  She has the direct number to a representative if needed.

  Customer Answer

  Date: 05/30/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  1. I was never given on a direct number to a resolution specialist as stated.

  2. After visiting with *** at KGS on 05/19/2025 and informing her the complaint still remained unresolved I sent the attached email to **************************** in response as what was stated in their email to me was not related to my complaint. This email from myself has remained without a response to this date 11 days later. 
  

  3. I outlined their Terms and Conditions and my resolution request with specific points surrounding my complaint for clarification within the email on 05/19/2025. 

  Based on KGS lack of response to my formal email after discussion with associate it does not appear that KGS is working directly with me to resolve the issue.

  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 06/20/2025

  We are still in communication with the customer but are unable to honor her request for a refund since the balance was owed.  We hope her future experience Kansas Gas Service is positive.

• Initial Complaint

  Date:05/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,
  I'm disputing charges from Kansas Gas Service. After moving out of our townhome at the start of October, I was told by the company not to cancel service, because the new owner may have their service interrupted and they would have to start service anyway. In December, we discovered I was still paying for gas service at the old address (**** ***** ***** in Lenexa), so I called and cancelled service immediately (this was Dec. 30). Service at the old address was not stopped until Jan. 17, meaning I'm being charged for service for 19 days after cancelling (on top of the 3 months after moving out). It took several calls to the Gas Company to find somebody to explain why I had been charged that much (I had never had a bill over $110 in the 9-year period I lived at that address). I never received a printed bill and my online account dropped information from my previous address shortly after I stopped service there. The excuse for the additional 19 days of charges is that because of bad weather, nobody was able to make it to the address to stop service (for 19 days?!?!?!?).

  Business Response

  Date: 05/09/2025

  We spoke with the customer on May 8, 2025, and advised we would review the concern. As of May 9, 2025, the issue has been corrected. We attempted to call he customer and there was no answer. We left a voicemail explaining this has been taken care of.

• Initial Complaint

  Date:04/29/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Meter was changed in October 2024. The following utility bill was $1,878.97 when the previous bill was $41.80 and the bill following in one of the coldest months in the last decade was only $199.19. Our bill during the coldest month of the year was $345.57. Kansas Gas claims that, over 6 days, we used 183.6 cubic feet of gas which is more than we have ever used in a year. Over the last 6 months we have contacted Kansas Gas over 100 times and have been given a plethora of excuses. An engineer from Kansas Gas has been to the house to verify that there was no leak. We are continuously told that this bill is an error but no effort has been made to correct it. We have been told that the billing department is understaffed. This appears to be a legal form of extortion and we would like someone to help us navigate correcting this because apparently the voice of one consumer isn't enough to make a correction.

  Business Response

  Date: 04/30/2025

  The customer has filed a complaint with the Kansas Corporation Commission. For updates and further information regarding the status of their complaint, they will need to follow up directly with the Commission.

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted to Kansas gas to cut services on 2/28 so I wouldn’t be charged for the landlords or next Tenent services. The company is charging me for part of March as well. I’ve requested multiple calls (3/19/25, 3/20/25, 3/25/25, 4/9/25) and have received the same answer for each rep “I’m submitting a request to the billing department, wait 3-5 days and it should show the corrected amount and that If I speak to a manager they are going to tell me the same thing.” I know this will go on my credit And id like to prevent that. I’d like to pay the correct amount; billing ending on 2/28(Im not refusing to pay at all).

  Business Response

  Date: 04/11/2025

  We have spoken with the customer and resolved their concerns. The corrected final billing statement has been mailed to the customer on April 11, 2025. 

• Initial Complaint

  Date:04/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October I was behind on my gas bill , it was 500 dollars. I made a payment of 100 in November and in December I agreed to pay a one time fee of 11 dollars to keep my gas on since I was going to be late on paying the bill. I was not able to talk to customer service with it being so difficult to figure out how to with the automated system. So thru the automated system I understood that I was going to be on a payment plan that would allow me to make payments of 100 a month without the amount due being charged interested. The following week I made a payment of 250 . January I believe I payed 100 February I also made a payment . March I made a payment off 100 then another payment a few days later of 60 ..... So I would understand if I was a couple hundred behind on my bill but on March 31 I got a phone call from Kansas gas service saying I owed 430 dollars. I asked why and they said since I was on a payment plan I was being charged 30 dollars a month for a installation fee as well as a extra 100 for the payment plan . I said that does not make sense , why would I sign my self up to pay more money than I should be paying I just thought the payment plan would allow me to make payments without charging interest on the amount that was overdue. And they said is was explained to me when I signed up. I said no it wasn't because I didn't get to talk to customer service after trying for over 30 minutes I relized it was impossible and followed thru with the automated system. They sent me a statement so I could see and the statement they sent showed that in March I owed 230 and that statement said my last payment was on February 10 and they admitted that they saw on the computer that I made 2 payments in March one of 100 dollars ans the other 60. And yet the statement they sent me said I owed 230 on March and my last payment was on February 10.I checked my email this morning seeing that I have 507 dollars past due. I don't think being charged extra fees for payment plan is fair.

  Business Response

  Date: 04/15/2025

  We have visited with the customer and resolved their concerns. 

• Initial Complaint

  Date:11/29/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  KS Gas service has had me jumping through hoop after hoop after hoop that they require and then never responding answering or doing what they say they were going to do in the first place. I ve been playing cat and mouse with these people since 2023 now with NO HEATING and NO HOT WATER to bathe my children at that Apparently it s from a prior tenant owing money that no longer lives here and hasn t lived here in years. I ve sent in my ID all my information my lease etc and they still won t answer. I ve been emailing since 2023. This is ridiculous. I have my own account with a zero balance and no past due anything.

  Business Response

  Date: 12/02/2024

  Our records show that this
  customer has also filed a concern with our regulatory authority – the Kansas Corporation
  Commission (KCC).  We will need to direct
  our responses to the KCC.

• Initial Complaint

  Date:07/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Kansas Gas Service (KGS) sent an "unpaid account balance to collections on me for a rental property that I'd rec'd no bills physically or electronically for. After a couple calls to resolve AFTER I found the collection on my credit reports, they claim the following:
  1) Emails were sent to the email address on file
  2) A "final" bill was physically mailed to the service address
  3) "Multiple calls" were placed to the phone number on file for the property
  
  My responses:
  1) I never saw the emails about a balance on this rental property account. I have another service account for my personal residence, however, that I do get emails for. So that's an interesting claim.
  2) The service address is a rental property and I do not make a practice of getting into someone else's mailbox as a landlord.
  3) The phone number supposedly called (I had to ask which number they claimed to have called) was an old landline tied to Google Voice that I don't get notifications for. I'll admit I don't get notifications, and could have missed said calls, but in going back through the history of calls in Google Voice, I don't show this call ever came in. Can't say it didn't for sure, but it doesn't look like it.
  
  This unpaid balance was sent to a collection agency and each time I call KGS I get the same runaround that they've reviewed the case that was created the first time I called and the only option now is to call the collection agency. KGS has effectively washed their hands of my issue over a $400 bill, but costing me a ton in credit hit and is not going to even consider their role in the series of unfortunate events created for me. Very little of which did I have any control over.

  Business Response

  Date: 07/31/2024

  We were able to speak with the customer by phone regarding their concerns and gave information that has been previously provided.