Southwest Gas Corporation

I am new to Arizona, Thankfully I have been given a great opportunity to succeed in this state. I have since moved into an apartment in Glendale, AZ on July 5th, 2014. 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 rendered. We 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 unit. Even after our leasing office contacted them to explain that we are indeed living there, we were told that it would take 24-48 hours after all these things checked out. We were then told that it would be roughly 96 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 appointment. Our 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 opened. I don't see why I should have to suffer for four days without basic human necessities because a previous tenant was negligent. Crass individuals aside, the fact that our service will not be ready until Thursday, July 10th, 2014 and I have been living in the unit since Saturday July 5th, 2014 is simply uncalled for every other company was kind, courteous and even offered discounts, which is unnecessary in many ways, for minor issues. South West gas does not seem to be concerned with prospective customers and there customer service leaves much to be wanted.

I'm sure SW Gas doesn't care about customer service because we don't have any other choices for gas. I was told I have to wait all day for service starting at 7am and it could go into the night. The rep was extremely rude. When I asked to speak to a supervisor she said I was "accusing" them and that she was offended. They run a second rate call center with unprofessional people. Wish I had stayed in my all electric home.

I have had my gas shut off three times for non-payment after I had just paid my bill. SW Gad then charged me $50 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 on. Then they told me it would be 2 days. So for paying a bill on time I am being billed an additional $50 and I am without hot water for two days. Unfortunately they are the only company in my area and hold a monopoly on the gas. Guess that means they can extort money from their customers whenever they want.

May 18, 2015Revdex.com of Arizona[redacted]   [redacted] Customer’s name:  [redacted]Dear Sirs:This letter is in response to your correspondence dated May 6, 2015.  Southwest Gas acknowledges the good work of the Better...

Business Bureau (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. 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.  Sincerely,[redacted]

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 consideration. If 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!

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

I recently bought my home, and I scheduled for a technician to come to my home to turn on my gas. They gave me a window of 12-4. I got home at 11 am, and saw an orange sign on my door stating the technician was there at 10:50. I quickly called them, and they told me I missed him and have to reschedule. Even though he/she was an hour early from the scheduled time, I received no phone call from the tech. To let me know they will be early. The "there's nothing I can do" attitude mixed with an awful condescending tone from customer service was highly offensive, to say the least. Even though I explained it was missed by no fault of my own, we have no heat or hot water, and two small children at home. It goes down to the 30's for the next couple of days, "There's nothing I can do" is a horrible excuse to use while I have to wait another week to get service.

I came home to my gas turned off because they were working on the line in our neighborhood. I can appreciate an upgrade in the line however I was only told by a post card a date range of this event and that their might be a slight interruption in service. I was not told to be home that particular day if I wanted my service to be restored. I had to call the next day to schedule them to turn it back on. I did not appreciate the lack of customer service of coming home to a cold shower and having to take a day off of work. They cannot give a time frame when a technician will arrive other than sometime during the day. My husband and I find it extremely challenging to give ZERO notice to our employers. I should have been told in advance of the date and the need for someone to be present at our household. The good news is that electric water heaters are around $300.

I'm sad to report that Southwest Gas had my cellphone on file but never attempted to call me to let me know that I was being sent to collections for an un-paid bill. I called early May 2013 to cancel my services because we were moving. The collection agency said there was a final reading and bill that was mailed to the address on file (which we didn't live at anymore) and returned to them. I asked them, "why didn't you just call me? I would have paid in full had I known. Were there any attempts to call me?", "No, everything is done behind the scenes" - whatever that means. I said, "why would you even need my phone number (which they verified was my current cell phone number) if you aren't going to use it?" They reply, "I'm not sure, we don't call our customers" - I find it funny, since every other company has a system to call customers if they notice their payment is late or missing, yet Southwest Gas seems to think sending me to collections was the fair thing to do. Obviously I paid it in full once I knew it was unpaid. Why didn't they ask for our updated address when I called to cancel services due to moving? I would have given it to them since we knew where we were moving to. I feel it's unfair to me as a customer, that they wouldn't attempt to contact me at all costs before sending me to collections - others beware. I now know why my credit dropped significantly for no reason (that I was aware since I make all my payments on time, every month)… My advice to SouthWest gas is to get their systems in order and get with it in 2014, there is no reason they shouldn't call customers or have an automated system call them to say "we haven't heard from you please call us". Everyone else seems to have this in place, what is the difference with this company? They are a service provider for gas, not some small company that is a ma-pop situation. Even an e-mail would have been nice….Blow my mind.

Dear Sirs:This letter is in response to your correspondence dated February 4, 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 [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.      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.  Sincerely,[redacted]Supervisor

7th review and no change with S/W Gas! I have experienced the same/similar thing others here have. They will not respond to Revdex.com complaints hiding instead behind privacy laws. Revdex.com is a sham as S/W Gas has an A+ rating yet they are not accredited, have countless complaints and ALL NEGATIVE REVIEWS! So if you want to know the truth about a company look at their Revdex.com "reviews" and do a search of their reveiws/complaints on google. I have personally seen the difference between a "good" company and a "bad" one, you can decide which one S/W Gas is. PLEASE someone contact their upper executives to urge them to change their ways...PLEASE!

Dear Sirs:This letter is in response to your correspondence dated January 19, 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 [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.  Sincerely,[redacted]Supervisor
Complaint #[redacted]  
The customer did not respond to our phone calls, therefore, the complaint is considered closed.

South West Gas is the worst company I have ever dealt with in my life. They have rude customer service and their technicians are liers. I have had 2 appointments for gas to be turned on at a house I am selling and that closes tomorrow and the gas is still not on. The First appt. the tech left prior to the appointment time and then put no one home on the door and lied about the time. Then the second time they came there was a key tapped to the meter so that no one had to be home to let them in and the tech lied and said there was no key. Now the house is supposed to close tomorrow and the gas is not on. When I called to complain they said there was nothing they could do to help me and that they could make me an appt for Monday.... After the house was sold. If you look on Yelp there are a bunch of reviews for SW Gas being horrible, they know there is no competition an hold no standards for customer service. I HATE SW GAS and will never buy a house that requires gas ever again I dont care how much money it might save me. This is the most unprofessional company I have ever dealt with in my life.

Dear Ms. [redacted]:

This letter is in response to your correspondence dated May 20, 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. 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 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

I received a bill for three hundred dollars from Southwest gas. I live alone and never at home and was just stunned.I called and it took about 15 minutes to get a live person. I asked her why my bill was so high and she gave me all these different answers. This lady suggested that I leave my temperature at 68 degrees. That's ok when im not home but absolutely ridiculous.when I'm home. That's freaking cold and she was serious. She said if you late on your bill they also charge continuous deposits. And they can charge as many as they like. What the HELL?

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,

Customer Assistance Manager

Southwest gas has horrible customer service. The 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!

I had my gas shut off Thursday so I paid my bill , then sw gas said they cant turn it back on till Wednesday! turn a [redacted]! I have my 82 yo da and my 4 yo granddaughter, I need gas for hot water and to cook. and this is November. they know that there is nothing you can do!

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.  

Sincerely,

Supervisor

Worst customer service I have ever dealt with. WOW. Just no care to help or answer questions. Even spoke with supervisor ([redacted]) which was even ruder and more off putting. I was very shocked with my experience today! Shame on you SWGas.
I guess we will stick with electric only. We just do not see a need for gas tied to such poor customer service. Seriously, how can they not care at all??? Just look at their reviews. None are positive.
At least the local electric company will talk with me, not talk down to me. We do not mind paying more for proper service, provided I get proper customer support.
Too bad SWGas!!! I will be cutting off my home service as well after today's experience, and would recommend the same for everyone else, unless you do not care about getting proper customer support.
By the way, I also did not give them a star, it was just the lowest rating possible. No star would be better for this lousy company.
Stay away, stay far away!!!