Southwest Gas Corporation

This company has the worst customer serviceIts take forever to get someone on the line and then they are not very personableMy son was transferring service from one apt to another in the very same complex in which we manageThe service had not even been turned off in the apt he was moving into, yet the agent on the phone said they would have to charge him reconnect fee to turn on the gasHe then said he wanted to gas to stay on his current apt for another week during move out, and he was told that was not possible, it needed to be turned off the same day they service was turned on at the new aptSince someone much be home during activation of service and we all work, we asked if we could get an estimated time so someone could be thereHe was told 'we start rounds at amwe will get there when we get there.' when asked if he could get a phone call before arrival, he told noThis is poor customer service and this happens every single time a new tenant moves into our complexsomething needs to be done about this negative business practice

This letter is in response to your correspondence dated November 24, Southwest Gas acknowledges the good work of the [redacted] (***) on behalf of Arizona customers Southwest Gas will not share customer information with the [redacted] due to various State and Federal privacy laws Our customers should submit their disputes to the [redacted] (“***”) if they are unable to resolve their disputeThe [redacted] contact information is included on the NOTICE TO SOUTHWEST GAS CORPORATION (“SWG”) ARIZONA CUSTOMERS which is on the back side of customers’ bill We have advised this customer of the resolution with Southwest Gas Corporation by working directly with our customerSouthwest Gas does not in any way disparage the work of [redacted] and will continue to resolve customer complaints received from the *** However, Southwest Gas is regulated by the [redacted] and therefore prefers to have its unresolved customer disputes resolved by the ***

Billing practices and customer service are way below even low standards! It's disappointing that a UTILITY company as large as Southwest Gas treats their customers (who truly have no choice in their gas company) with little or no respect and considerationIf I could rip out my gas line and replace it with electricity, I'd do it in a heart beat AND be happy to pay the higher electric bill just because my electric company is AMAZING!

[redacted] : I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

I am highly concerned with their business practicesThey allow random people to activate service at properties they don't live at and in turn disconnect the current homeownerThis past Friday the 5th of June, 2015, someone setup an account for gas using the wrong address and in turn Southwest Gas Corporation activated their account and in turn disconnected my accountWe called them on 6/10/to find out how this could happen and they advised us it happens all the timeThey said there is no checks in balance to make sure the house the person is requesting to activate is not already being servicedThey also mentioned it's not their responsibility to confirm where people are activating serviceThey advised it's the consumers responsibility to confirm they are putting in the correct address They did mention any gas used during this time would the responsibility of the person who requested the gas to be activatedSo when we pushed to have them billed for the past days they changed their story and said they are now interested in fixing the issue that WE brought to their attention and bill us for the days There integrity is shot with meA company who operates with this type of negligence should not be in businessThe CEO should be ashamed that their customers have to go through this type of headache all because they don't have checks and balance systemI assure you if I didn't pay my bill they would make it a point to call me to collect, send me tons a past due notices and even pay a third party to collect on the debt but god forbid they would take minutes to call someone to confirm they are want to disconnect service when the other consumer is requesting to activate serviceOr since they don't seem to want to manage those processes why don't they have a tool that sends a request to the homeowners asking if they need a disconnect submitted due to someone else is trying to activate service for that addressThis way the homeowner can accept or decline the request; basically the home can do Southwest Gas Corporation job

On July 21st a notice from Southwest Gas was left on my door stating the service I had established in March was disconnected for non-paymentWhen I established the account in March I thought I had enrolled in their auto pay systemI called in and politely asked the rep what the issue wasMy badI mistakenly believed I had enrolled in auto payThere was indeed a non-payment issue and I asked why I had not received any bills, late notices or courtesy calls to let me know about the issueShe explained that my bills were being sent to my previous address (where I was moving from at the time I established the account)In addition, my contact number was typed in with the incorrect prefix so it was impossible to contact meAt this point I knew that there were clerical errors made when I opened the account and I was going to need a supervisor (I use the term "supervisor" loosely because after my experience I'm convinced they employ no one with the aptitude, skill or intelligence to actually perform the job) with authority to make any reparations needed, correct the billing and contact info and allow me to pay the amount past dueThe supervisor took a look at the account and told me I had given them the wrong information and that this was all MY faultI was to pay a re-connect fee and security deposit in addition to the amount past dueWhen I attempted to reason with this woman she immediately and without provocation escalated the conversation by attacking me and not allowing me to speakEvery time I attempted to say something no matter how polite I was, she talked over me and kept talking until I stoppedShe would not admit the mistake nor could I get the point across that I agreed that I should pay the past due amount or even that I must have been wrong about enrolling in the auto pay system! She had no intention of resolving the issue reasonablyClearly her job was to intimidate, escalate and extort and really nothing else so I ended up hanging up on herI immediately went to their corporate website and wrote a detailed email describing the issue as well as how I was being treatedAfter writing the email I called back to customer service and explained that I was carefully documenting my experience for the purposes of an email to corporate and again politely asked to speak with a "supervisor" who under threat of being included in my email, finally agreed to re-connect my service without the fee but that I still needed to pay for a security deposit that would be waived if I signed up for the auto pay I wanted in the first placeThese people essentially tried to steal from meTo with hold service until they were able to extort funds they clearly were not entitled toThey purposefully escalated a calm and respectful discussion in an attempt to intimidate a customer into relenting to something that was clearly not based in fact for the purposes of theft and extortionWhen the first supervisor was asked why a bill or notification was not sent out to the "correct address" where the service was actually located her response was "we don't do that"Essentiallythey have an it capable of sending someone out to terminate service but they don't have a jackass capable of sending a bill or notice to that same "correct address" even though it appears that they employ plenty of jackassesOnce again, they do not employ anyone with the aptitude, skill nor intelligence to actually perform in a supervisory or management positionThey have a limited cognoscente ability to understand the threat of an email to corporate but unless the directions were written on the heal, I doubt they could pour sand out of a bootIf you have an alternative to Southwest Gas use itIf you have gas appliances you can replace with energy efficient electric ones, do itThe gas is clean but Southwest Gas is dirtyWhere a consumer spends money is importantDirty companies survive only when we chose to do business with themTake your business elsewhere

I called and scheduled an appointment for a technician to come out and turn the gas onI wasn't home but my friend was homeThe guy came and never rang the doorbell or knockedHe just left a ticket on the doorWe missed our appointment so had to reschedule and nothing was available for two more daysWe've already been without gas for a week so I was not happy

I received a bill for three hundred dollars from Southwest gasI live alone and never at home and was just stunned.I called and it took about minutes to get a live personI asked her why my bill was so high and she gave me all these different answersThis lady suggested that I leave my temperature at degreesThat's ok when im not home but absolutely ridiculous.when I'm homeThat's freaking cold and she was seriousShe said if you late on your bill they also charge continuous depositsAnd they can charge as many as they likeWhat the HELL?

Southwest gas has horrible customer serviceThe reason they get away with it is because we have no other options for gas service! I'm am immensely disappointed in their lack of human compassion!

My truck arrived at the shop on 2/15/and it took them weeks to fix my electrical issue Upon arriving to pick it up, it worked and was charged for the services I went to the truck stop and after taking a shower, went back to my truck and it was doing the same thing that I had originally needed repaired Needless to say the are not making my truck a priority and now I have to wait until Monday for them to diagnose the truck Lets see how long they take to get it right

I have been a customer with SW gas for the past years and I now live in VA and rent my home in Henderson, NVMy current tenant is moving out and I was told I must pay a security deposit when I transfer the service back into my name temporarily, even though I have had a good credit history with them for over years! Ridiculous!

I have had my gas shut off three times for non-payment after I had just paid my billSW Gad then charged me $to turn it back on I had to call my bank and put a stop payment on the first payment and make another payment to get the gas turned back onThen they told me it would be daysSo for paying a bill on time I am being billed an additional $and I am without hot water for two daysUnfortunately they are the only company in my area and hold a monopoly on the gasGuess that means they can extort money from their customers whenever they want

Southwest Gas is a member of the "secret" dirty energy and dirty money (purchasing Republicans) group called ***, started by the [redacted] , who still run itThey WRITE LAWS to fight clean energy, education and unions--and they PROMOTE guns--open carry, concealed carry, no background checks BLOOD is on their handsAnd they are FRACKING, polluting our water supply A horrible company, who incidentally, was trying to ruin my credit for the last years unbeknownst to me

I am new to Arizona, Thankfully I have been given a great opportunity to succeed in this stateI have since moved into an apartment in Glendale, AZ on July 5th, My family was still living and attending all of our obligations in our previous state and contacted several other utilities companies with no issue to turning these services on without physical contact on our end, just a credit check and an address led to services being renderedWe contacted South West gas two weeks prior to arriving at our new apt and we were met with rude phone operators that seemed to be disinterested in our particular relocation situation and would not further assist us until we had different forms of proof, i.e lease agreement, I.D, contact information, that we would be living in said unitEven after our leasing office contacted them to explain that we are indeed living there, we were told that it would take 24-hours after all these things checked outWe were then told that it would be roughly hours until they could send someone out to turn our services on and even then someone would have to be present between the hours of 7am to 5:30pm otherwise they wouldn't be able to help us and god knows when they'd be able to set up another appointmentOur leasing office has since called them with hopes to ask for a rush on this situation but insisted because a previous tenant of that unit did not pay there gas bill the line has been shut off and an account wouldn't be able to be opened until that line was physically openedI don't see why I should have to suffer for four days without basic human necessities because a previous tenant was negligentCrass individuals aside, the fact that our service will not be ready until Thursday, July 10th, and I have been living in the unit since Saturday July 5th, is simply uncalled for every other company was kind, courteous and even offered discounts, which is unnecessary in many ways, for minor issuesSouth West gas does not seem to be concerned with prospective customers and there customer service leaves much to be wanted

This letter is in response to your correspondence dated February 12, Southwest Gas acknowledges the good work of the Revdex.com (Revdex.com) on behalf of Arizona customersSouthwest Gas will not share customer information with the Revdex.com due to various State and Federal privacy laws Our customers should submit their disputes to the Arizona Corporation Commission ("ACC") if they are unable to resolve their dispute directly with SouthwestThe ACC contact information is included on the NOTICE TO SOUTHWEST GAS CORPORATION ("SWG") ARIZONA CUSTOMERS which is on the back side of customers' bill'Southwest Gas has contacted the customer directly and is working to resolve the dispute Southwest Gas does not in any way disparage the work of Revdex.com and will continue to resolve customer complaints received from the Revdex.com.Barbara SwankCustomer Assistance Manager

This company has a monopoly on gas here in Phoenix and are taking advantage of peopleIf you go to ***.com you will see I am not the only one with this problemI called to get gas set up in our new home, first they charge me $set up fee because they don't know if I'll pay my bills on time, even though I have excellent creditThis money is not refundableThen they actually told me I have to take the day off of work and be home between 7am to 5pm for the gas guy to come in our homeThe gas guy will not give you a time frame, you must be home all dayHe will call you when on route, but if you are not there before he is then he will leave, tough luckSo I left a key out for him in a specific spot because I can't take the day off work to get gas in our home, and he said the key was not there, we have to rescheduleThey are only open Monday through Friday and cannot come on weekend when a lot of people are off work to let them inIt's been two weeks in our home without hot water nowI'm disappointed that this happens to so many people in this great cityPlease help

Dear Sirs:This letter is in response to your correspondence dated February 4, Southwest Gas acknowledges the good work of the Revdex.com (Revdex.com) on behalf of Arizona customers Southwest Gas will not share customer information with the Revdex.com due to
various State and Federal privacy laws Our customers should submit their disputes to the *** *** *** (“***”) if they are unable to resolve their dispute directly with SouthwestThe *** contact information is included on the NOTICE TO SOUTHWEST GAS CORPORATION (“SWG”) ARIZONA CUSTOMERS which is on the back side of customers’ bill We have advised this customer of the resolution with Southwest Gas Corporation by working directly with our customerSouthwest Gas does not in any way disparage the work of Revdex.com and will continue to resolve customer complaints received from the Revdex.com Sincerely,*** *** ***Supervisor

This letter is in response to your correspondence dated May 29, 2014. Southwest Gas acknowledges the good work of the Revdex.com (Revdex.com) on behalf of Arizona customers. Southwest Gas will not share customer information with the Revdex.com due to various State and Federal
privacy laws. Our customers should submit their disputes to the Arizona Corporation Commission (“ACC”) if they are unable to resolve their disputeThe ACC contact information is included on the NOTICE TO SOUTHWEST GAS CORPORATION (“SWG”) ARIZONA CUSTOMERS which is on the back side of customers’ bill. We have advised this customer of the resolution with Southwest Gas Corporation by working directly with our customerSouthwest Gas does not in any way disparage the work of Revdex.com and will continue to resolve customer complaints received from the Revdex.com. However, Southwest Gas is regulated by the ACC and therefore prefers to have its unresolved customer disputes resolved by the ACC

October 14,
*** ***
Dispute Resolution Specialist
*** ** *** ***
*** ** ***
RE: Case #***
pre;"> *** ***
Dear Ms***:
This letter is in response to your correspondence dated June 20, Southwest Gas acknowledges the good work of the Revdex.com (Revdex.com) on behalf of *** customers
Southwest Gas will not share customer information with the Revdex.com due to various State and Federal privacy laws Our customers should submit their disputes to the *** *** *** (“***”) if they are unable to resolve their disputeThe *** contact information is included on the NOTICE TO SOUTHWEST GAS CORPORATION (“SWG”) *** CUSTOMERS which is on the back side of customers’ bill
We have advised this customer of the resolution with Southwest Gas Corporation by working directly with our customerSouthwest Gas does not in any way disparage the work of Revdex.com and will continue to resolve customer complaints received from the Revdex.com However, Southwest Gas is regulated by the *** and therefore prefers to have its unresolved customer disputes resolved by the ***
Sincerely,
*** ***
Supervisor

The absolute worst service provider you could ask for! have had nothing but problems trying to pay my bill with them, Have received several disconnect notices and returned payment fees when I have had the money in the proper account each timeIt's hard to believe that any service provider this unwilling to be reasonable and fix issues known to them is still aroundIf I had any alternative I would take it in a heartbeatSome of the worst customer service representatives you could ask for! I have never felt so taken advantage of by any company before