Southwest Gas Corporation

This letter is in response to your correspondence dated February 16, 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 [redacted] ("[redacted]") if they are unable to resolve their dispute directly with Southwest. The 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 resolved the issue in question on February 18, 2014 by working directly with the customer. 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.
 
Sincerely,
[redacted]
Customer Assistance Manager

I'm a Southwest Gas customer and a customer service employee I've worked for Southwest Gas for nearly 30 years and I can agree with these complaints because I'm one of the people who have done these things for example after being forced to work from 7 a.m. till 7 p.m. I have driven by an order not wanting to knock because I was tired and want to go home to my family. imagine not being able to go see your son's baseball game at 6 p.m. because you can't get off work this kind of stress leads to the treatment of our customers in the way described by the customers in these reviews currently we have a new camera system in our vehicles that recordes our faces constantly as well as as forward facing cameras supposedly these cameras are to exonerate us in the event that someone else is at fault however the constant stress of being watched definitely reflects in the way we treat our customers customer satisfaction is a thing of the past especially when our company is the only one you have to choose after reading these reviews I will try harder to be a better customer service specialist but I can't promise that I won't take my stress out on you sorry.

This letter is in response to your correspondence dated February 12, 2015.   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 dispute directly with Southwest. The 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 letter is in response to your correspondence dated July 8, 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 dispute. The 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 customer. 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. However, Southwest Gas is regulated by the ACC and therefore prefers to have its unresolved customer disputes resolved by the ACC. Sincerely, [redacted]

[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,

Hard to reach nearly impossible over a week to get gas on!

I was scheduled to have gas turned on at my new location. My phone number was on file as well as entry to home was accessible. The technician who came to turn on the gas never called to let us know he/she was on their way and instead left a note saying to reschedule service.
It's winter, and we are without heat or hotwater for the weekend. It's absurd that this company is allowed such poor quality of customer service. I made two phone calls to the company and got two different stories about their excuse of why they didn't call when they were arriving. The first said they simple don't call at all. The second said it had to be specially noted if we were to wish a phone call.
It's a monopoly that this is the only gas company available. They are giving their residential customers the short end of the stick and don't care to uphold any integrity or good business ethics. Why is it that all the other utility companies call before they arrive? It IS the 21st century after all. Not only did the phone representative get snappy with me when I requested they send their technician back out, but so did the supervisor ([redacted]) when I escalated the call. She used a condescending tone with me to explain to me why they were "booked" until Monday. Apparently they have emergency gas leaks that imminently happen when people call to request same day service.
The supervisor welcomed the negative remark with the Revdex.com. She repeatedly cut me off during conversation and treated me very poorly as a customer. It's so obvious they don't care about us, or they would have shown an utmost respect for discussing this matter with me. It doesn't seem like an emergency to them that a new born (5 months) baby needs heat during the winter. I thought there were laws about this?
If I could, I would discontinue using southwest gas and go with a competitor... Oh but wait, we're stuck using them and they know that. It's obvious why we are treated as undervalued customers.

I've been a long time customer of SW Gas. I own my own home and have lived in it for years with a SW Gas account. I use their online billing and I am signed up for their auto-pay program. Recently, someone decided to use my address as their service address, and my SW Gas account was closed in the process. At no time did SW Gas attempt to contact to me verify that I was moving and needed to close my account. I was only made aware of this event due to a "final closing bill" I received. When I called, the agent treated me fine at first and was apologetic. When I asked why no one had attempted to contact me, the primary account holder, before closing my account she became very rude and quipped, "We simply don't do that. There's not time. People move and don't call to close accounts all the time." While I understand that perhaps they don't feel there is time, to be good service agents they SHOULD make the time before closing a person's account to at least attempt to verify the need to close an account and not have it result in a service disruption. I asked to speak to a manager and got the same line. When pressed further she rudely replied with, "I'm sorry you feel that way." For what? For asking someone to make sure the account should be closed so I don't have to waste 45 minutes on the phone? The fact that I now have to take time out of my day to reestablish an account with them and re-set-up my online account and autopay? If I wasn't forced to continue service with them, I wouldn't. They lack integrity as a company and they ultimately lack respect for established customers.

This letter is in response to your correspondence dated 12/09/2014.  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 [redacted] (“[redacted]”) if they are unable to resolve their dispute directly with Southwest. The [redacted] 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 attempted to contact the customer and we are considering the issue resolved.  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.

My experience with them has been TERRIBLE. I have been with them for six years, have never missed a payment, nor have I been late on a payment. I would consider myself a great customer.

They have terrible customer service. It takes at least 20 minutes to get anyone on the phone when you call, and when you do speak with someone the odds of them actually helping you are minimal.

I called them to have gas turned on at a rental that we own. I informed them that the gas absolutely needed to be turned on by a specific date, as we were having the home inspected (this initial call took place 5 days before the deadline of when the gas absolutely needed to be on). I set up an appointment since it is not our place of residence, and I could not sit there all day waiting for them (I have an infant). My appointment was set, and no one showed. I sat at an empty house in 110 degree heat with an infant for four hours. I called the company to see what the issue was. They said that they had emergency calls that took precedent over appointments and that a technician would be at my house after the emergency calls were taken care of. I told them I could not wait any longer as this is not where I lived and had to take care of my son. Why didn't I receive a phone call informing me of the situation? Had I received a call I would have left the house and come back later. They have absolutely no respect for people's time. Any business that actually cared about their customers would give them the common curtsey of a phone call when they cannot keep an appointment.

I rescheduled the appointment for the next morning. My husband went to meet them this time. He showed up a little after 8 and there was a note on the door saying that no one was home and the tech had left. The note stated that the tech left at 8:10. My husband was there before that. So we called again. They said we never had an appointment yesterday (WHAT?) and that they cannot turn on the gas until tomorrow. As that was completely wrong, and out of the question we spoke with a supervisor. The supervisor said they would send someone over again today, but can't guarantee that they would be there before 1pm (the inspection was scheduled for 1:30pm). We did not receive any phone calls when the technician supposedly was waiting at the house. Again, absolutely no respect for their customers, or taking responsibility for their mistakes.

This company is terrible. They completely take advantage of the fact that there are no other options of gas companies in the area. If I could cancel my service and go with a different company I definitely would.

Southwest Gas is a member of the "secret" dirty energy and dirty money (purchasing Republicans) group called [redacted], started by the [redacted], who still run it. They WRITE LAWS to fight clean energy, education and unions--and they PROMOTE guns--open carry, concealed carry, no background checks.

BLOOD is on their hands. And they are FRACKING, polluting our water supply.

A horrible company, who incidentally, was trying to ruin my credit for the last 7 years unbeknownst to me.

This company has a monopoly on gas here in Phoenix and are taking advantage of people. If you go to [redacted].com you will see I am not the only one with this problem. I called to get gas set up in our new home, first they charge me $80 set up fee because they don't know if I'll pay my bills on time, even though I have excellent credit. This money is not refundable. Then 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 home. The gas guy will not give you a time frame, you must be home all day. He will call you when on route, but if you are not there before he is then he will leave, tough luck. So 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 reschedule. They are only open Monday through Friday and cannot come on weekend when a lot of people are off work to let them in. It's been two weeks in our home without hot water now. I'm disappointed that this happens to so many people in this great city. Please help.

October 14, 2014

Dispute Resolution Specialist

[redacted]

RE: Case #[redacted]

pre;"> [redacted]

Dear Ms. [redacted]:

This letter is in response to your correspondence dated June 20, 2014.  Southwest Gas acknowledges the good work of the Revdex.com (Revdex.com) on behalf of [redacted] 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 [redacted] (“[redacted]”) if they are unable to resolve their dispute. The [redacted] contact information is included on the NOTICE TO SOUTHWEST GAS CORPORATION (“SWG”) [redacted] 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 customer. 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.  However, Southwest Gas is regulated by the [redacted] and therefore prefers to have its unresolved customer disputes resolved by the [redacted].  

Sincerely,

Supervisor

This letter is in response to your correspondence dated November 24, 2014.  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] (“[redacted]”) if they are unable to resolve their dispute. The [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 customer. Southwest Gas does not in any way disparage the work of [redacted] and will continue to resolve customer complaints received from the [redacted].  However, Southwest Gas is regulated by the [redacted] and therefore prefers to have its unresolved customer disputes resolved by the [redacted].

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 dispute. The 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 customer. 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.  However, Southwest Gas is regulated by the ACC and therefore prefers to have its unresolved customer disputes resolved by the ACC.

On July 21st 2014 a notice from Southwest Gas was left on my door stating the service I had established in March was disconnected for non-payment. When I established the account in March I thought I had enrolled in their auto pay system.
I called in and politely asked the rep what the issue was. My bad... I mistakenly believed I had enrolled in auto pay. There 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 issue. She 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 me.
At 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 due.
The supervisor took a look at the account and told me I had given them the wrong information and that this was all MY fault. I was to pay a re-connect fee and security deposit in addition to the amount past due. When I attempted to reason with this woman she immediately and without provocation escalated the conversation by attacking me and not allowing me to speak. Every time I attempted to say something no matter how polite I was, she talked over me and kept talking until I stopped. She 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 reasonably. Clearly her job was to intimidate, escalate and extort and really nothing else so I ended up hanging up on her.
I immediately went to their corporate website and wrote a detailed email describing the issue as well as how I was being treated. After 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 place.
These people essentially tried to steal from me. To with hold service until they were able to extort funds they clearly were not entitled to.
They 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 extortion.
When 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".
Essentially... they 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 jackasses. Once again, they do not employ anyone with the aptitude, skill nor intelligence to actually perform in a supervisory or management position. They 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 boot.
If you have an alternative to Southwest Gas use it.
If you have gas appliances you can replace with energy efficient electric ones, do it.
The gas is clean but Southwest Gas is dirty. Where a consumer spends money is important. Dirty companies survive only when we chose to do business with them.
Take your business elsewhere.

This letter is in response to your correspondence dated January 10, 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 dispute. The 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 customer. 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.  However, Southwest Gas is regulated by the ACC and therefore prefers to have its unresolved customer disputes resolved by the ACC.  Sincerely,

I spoke to [redacted] supervisor at Southwest Gas the day after I submitted my complaint to the Revdex.com. We had a lengthy conversation which discussed the issues I outlined. The system problems which caused a huge bill instead of keeping me on a monthly average. It is a problem in the system that needs addressing.  We all understand the limitations of the systems of which we work but yet need to address the customers needs and complaints.  She gave me her phone number to follow up with my next months billing. I talked to at length about my expectations of what a Customer Service Rep should do when a customer calls. It was a very positive conversation and I appreciated the response.

I am highly concerned with their business practices. They allow random people to activate service at properties they don't live at and in turn disconnect the current homeowner. This 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 account. We called them on 6/10/2015 to find out how this could happen and they advised us it happens all the time. They said there is no checks in balance to make sure the house the person is requesting to activate is not already being serviced. They also mentioned it's not their responsibility to confirm where people are activating service. They 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 activated. So when we pushed to have them billed for the past 5 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 5 days.

There integrity is shot with me. A company who operates with this type of negligence should not be in business. The CEO should be ashamed that their customers have to go through this type of headache all because they don't have checks and balance system. I 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 2 minutes to call someone to confirm they are want to disconnect service when the other consumer is requesting to activate service. Or 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 address. This way the homeowner can accept or decline the request; basically the home can do Southwest Gas Corporation job.

This company has the worst customer service. Its take forever to get someone on the line and then they are not very personable. My son was transferring service from one apt to another in the very same complex in which we manage. The 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 gas. He 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 apt. Since 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 there. He was told 'we start rounds at 7 am. we will get there when we get there.' when asked if he could get a phone call before arrival, he told no. This is poor customer service and this happens every single time a new tenant moves into our complex. something needs to be done about this negative business practice.