Natural Gas Companies
Southwest Gas CorporationThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
05/11/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
We sold our home effective 2/28 and contacted Southwest Gas to disconnect. When we received another **** in April, we were told there was no record of us calling previously and we were responsible for the ****. We were also told they would not be able to disconnect the gas for another week. When the buyers realized we were still on the account, it looks like they used even more gas, so by the time it was eventually disconnected we had to pay $340. We just paid it because we did not want to damage our credit but now multiple people have told me we should have escalated even more, sent our closing statement etc. This is such nonsense that Southwest Gas will not fix this - we have contacted the buyers and they refuse to pay us too!Business response
05/11/2022
A review of Company records indicates that Southwest Gas did not receive a phone call or a request via our website to disconnect ********************** service at **************************************. in February 2022. The meter was read out of ********************** name on April 19, 2022 when the new owner contacted Southwest Gas to take over the service. ****************** was contacted on May 11, 2022 to let him know that a billing adjustment has been submitted to backdate his billing to February 28, 2022 which will result in a refund that will be mailed to him.Initial Complaint
04/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
When SW Gas installed the gas line in the right-of-way they also dug into our personal property 1)The septic tank ***** lines were ripped out and cut so we have sewage leaking onto our property.2)Our landscape was damaged and not repaired.3) Our neighbor landscape was damaged and not repaired. .Business response
05/12/2022
Hello. Can you please update this complaint to show that we have been in contact with this customer multiple times (even before the complaint was filed). Weve explained the next steps and made sure he had direct contact information of the team who is handling the completion of this work. The customer is fine with everything at this point.
Thank you,
*************************
Manager, Customer Solutions
Office ************ | Mobile ************
**************************** | www.swgas.com
Customer response
05/12/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*** Beach
Initial Complaint
04/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We keep our 900 square foot house at 60 degrees in the winter and shut the furnace off in the spring. We have a brand new furnace and water heater and 2 people in the house and thats it. We paid $2700 in gas bills in the last year and a half. I know theres no leaks, and the furnace is new. It would almost be cheaper to run electric space heaters. Theres no way our bills are correct, but every time we sit on hold for hours to talk to someone they basically just tell us we have to pay and transfer us to the phone payment system. Disgustingly expensive. Unfortunately theres no alternative so we are at their mercy. Ive lived all over the country and never dealt with such a terrible utility company.Business response
05/05/2022
We have also made multiple attempts to contact this customer to no avail. No response was posted in the portal as we had none. Please track this as still pending response from the customer we are happy to work with them to discuss their concerns.
Thank you,
*************************
Manager, Customer ************************************* | *********, ** 89115
Office ************ | Mobile ************Initial Complaint
04/18/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have valid proof they are manipulating the number of therms used on their end of the system. I received 2 bills in March 2021 please see below CURRENT BILLING: 30 DAYS Current Previous Billing Factor Total Therms METER READING Feb 10 - Jan ************** = 25 x ***** = 24 METER EXCHANGE Feb 25 - Feb 10 70 - 0 = 70 x ***** = 68 Cycle 16 and this one CURRENT BILLING: 30 DAYS Current Previous Billing Factor Total Therms METER READING Feb 10 - Jan ************** = 25 x ***** = 24 METER EXCHANGE Feb 25 - Feb 10 70 - 0 = 70 x ***** = 68 Cycle 16 Same billing month and same cycle yet 2 different charges and every since they installed a new meter my **** has never gone below $30 and I have proof my **** has increased greatly month after month and I have not been given any answers by them but its been really cold in Las Vegas lately! I am from chicago and las vegas can never get that cold.I want a full and detailed breakdown of charges since the new meter was installed and want a different meter as this one is either broken or I just prove they can manipulate the numbers in house and behind the scenes.Business response
05/04/2022
Hello we have made multiple attempts to reach this customer via phone and email and they have not responded to us via either method. In the future, should that be the response provided to the BBB and if so, can this complaint be updated to reflect as such, please?Initial Complaint
04/15/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
Company will not cancel service and billing after house sale. Transfer of ownership 2/28/22, continue to receive bills and no resolution on canceling service.Business response
04/15/2022
We were unable to reach the customer by phone when we called today (4/15/2022); however, we submitted a billing adjustment to backdate the move-out date to 2/28/2022. ***************** tried to cancel service on the website but it appears the information entered could not be validated. The customer has a direct phone number to our account manager to assist if she has any additional questions.Customer response
04/16/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*******************************
Initial Complaint
03/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I received a **** for $431.28 for the dates of 12/10-12/30/21 I have contacted SW gas numerous times explaining that this cannot be correct as I wasnt living in the house at the time because I moved to *****. I know for a fact nothing was leaking nothing was left on my real-estate agent check my house daily to make sure all was ok. No one was aloud in my house without my knowledge, and I would know due to the lockbox. My normal **** run around $17 In the summer and maybe $27 in the winter. There is not a heated pool all utilities were off. I have explained this numerous times. It is crazy that my **** could be this high as my house was vacant.First call was 2/14/22 I was told that my situation would be submitted for review and to give them a week.I called again on 2/18/22 spoke to **** and she said yes, she sees its been submitted but didnt have an answer yet.I called back 2/23/22 early morning and the lady was rude she was of no help.I called back again the same day 2/23/22 and spoke to another lady who said she realizes this can not be correct and that they were going to take care of it for me. She gave me a confirmation # of ******* I called a week later 3/3/22 as I did not receive any correspondence and it was still showing I owed $431.28 **** said I should hear something soon.It is now 3/17/22 and I have no updated information still shows I owe this and the letter I originally received (2/13/22) says they will put it on my credit.I really need some answers and cannot get any where with them and dont want it to hit my credit. If you could please help me, it would be very appreciated.Thank you,***************************Business response
03/17/2022
***************************** got a final **** of $431.28 because the final meter read was incorrect. Weve completed a billing adjustment with the corrected meter read so her final **** is now $12.77 for 4 therms used from 12/10/21 to 12/30/21. We called ******, but were unable to reach her, but left a message for her to call one of our supervisors back on a direct line.Customer response
03/17/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*****************************Thank you BBB you're the only reason that they finally resolved this issues!
Initial Complaint
03/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
n February 2022 I called SW Gas and requested gas service. The rep looked my address up and then asked if I had a meter outside to which I said no. She then told me I needed to get the city of Phoenix out to make sure I indeed have a gas pipe to service the house. I spent $150 for a city permit and the city came out and confirmed I have a gas line to the house but I needed a pressure device attached to the line to be sure it can hold gas. I was advised to call a plumber and have them out to place this device on the line and then the city would come back out and approve the line if it can hold pressure. I spent $550 for a plumber to come out to the house and add this device. Then I called SW Gas back and requested a meter to be put on and the representative told me she would put a ticket in for new service. On Monday I received an email stating:The installation of natural gas facilities involves two phases:Phase 1: Underground ********** ************************** See Required Forms Phase 2: Meter Set - Call ************ NEVER DURING ANY CALL WITH SW GAS WAS I TOLD I WOULD HAVE TO HAVE AN ENTIRE GAS PIPE INSTALLED FOR GAS SERVICE!I WAS JUST NOW TOLD THAT IT WOULD COST ME $1500 TO HAVE 60 FT OF PIPE INSTALLED FOR GAS!WHY WASN'T I TOLD THIS IN THE BEGINNING? I WOULD HAVE ABANDONED THIS IDEA BUT NO ONE HAD THE DECENCY TO TELL ME I HAD TO HAVE ALL NEW PIPE INSTALLED!I would like a refund of the money I am out ($700) due to SW Gas negligence and not informing me of the state of my property BEFORE telling me I needed to get with the city of phoenix to have a pressure device placed on the line. I should have been notified that the gas line had been "abandoned since 2015" and an entire 60 feet of new pipe would need to be installed.Desired outcome: I would like a refund of the money I am out ($700) due to SW Gas negligence and not informing me of the state of my property BEFORE telling me I needed to get with the city of phoenix to have a pressure device placedBusiness response
03/18/2022
We spoke to the customer who is aware that we will be reinstating the service with a company provided trench. The customer is aware of the planning and installation schedule, which will take a few weeks, and we will keep her posted with our progress.Initial Complaint
03/09/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I spoke to SW Gas on Mid-February because I was being charged more than what my usage was. I had a rude woman on the phone who was blaming me for the charge. After leaving a review here, I got a call from a different Rep in ****** that explained their billing system was changed in May 2021 and that messed up the Equal Payment Plan (***). I had removed myself from the *** and taken myself off automatic. He ASSURED me that I only have to pay what my usage charge was ($24.64). He said that I would not owe the $35 I was being charged but because of their new system they cannot send an adjusted ****. I took his word for it and paid what I owed only. I paid twice becuase it was not showing up and figured worst thing that could happen was I'd have a credit. Now my new SW Gas **** arrived. It shows that last months **** was charged $24.64. It shows I paid $49.28, then for some reason it says they refunded me $49.28 and then charged me a late fee and a return item fee. I've had an account with them for 5 year and since they switched their billing system, my account that usually only gets charged $20 on average has been getting overcharged for their lack of execution.Initial Complaint
03/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
There appears to be a billing discrepancy with my ************** ****. ************** on 03/07/2022 at 1:53 pm to discuss. Supervisor *********************** stated in recorded call "You must not understand me" and " I am now frustrated with this call because I having trouble keeping up with the information you're provided". I printed out billing history with date and cost. ***************** information regarding policy and regulation changed several times throughout call. However I typed her comment along with date asked for clarification so that we both understood information. I received "that is correct" and then information changed when further question this is what frustrated and in which she stated she was taking the call personal. I requested another supervisor who could assist without personal feelings ***************** stated she refuses.Business response
03/10/2022
We reviewed this customer's call with ***** from 3/7/22. ***** was very informative, patient, and did a great job explaining why the customer was removed from ***, then reviewed her balances with her.
We spoke to the customer again on 3/9/22, again reviewing her bills, payments, *** program and answered all of her questions. The customer was removed for having two late payments in the program period, in accordance with program terms. The customer is requesting a refund of $45 which we are unable to provide as there is no credit balance on the account. The customer paid only for her usage each month, between November 2021 when she was removed from the program and February 2022 as required. This was a total of $38.07 (or $9.51 per month) more than the total of what the *** plan payments would have been for that four month period.
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Customer Complaints Summary
72 total complaints in the last 3 years.
17 complaints closed in the last 12 months.
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