Southwest Gas
reviews and complaints

Gas service shut off by technician without notifying homeowner who was in the house at the time (working from home). Bill payments never missed and remain up to date. Card left at home (on gate) does not list reason for discontinuing service. Now, despite inability to use appliances, no heat or hot water, SWG claims can't turn on for 5 days... This is absolutely insane. Horrible business practice by an overly entitled utility.

On February 22nd, 2022, my hot water and heating ceased in my apartment unit. I believed the issue might have been a faulty water heater or furnace. I called an emergency technician to diagnose the issue. He could not identify the problem. Due to the time of day (late afternoon/evening), I had to find accommodations because it was very cold out side. I got an Airbnb, which I paid for out of pocket. I called another technician the next morning who arrived and discovered there was no gas coming through to the furnace or water heater. He recommended that I call Southwest Gas. I called southwest gas and they informed me that someone called and cancelled my service in error - that they put in the wrong service address when setting up gas at their location, and then cancelled service at my unit. I asked Southwest Gas to expedite service getting turned on in my unit immediately, but my service is still not turned on. I do not have hot water or heat. I am frustrated that I have had to pay several hundred dollars in hotel fees and service fees, because SWG did not verify the person was a resident at my location or an authorized user, and simply allowed this person to start and cancel service without verification. They should have verified this person - if anyone can start and stop service at any location without verification, that is a major service flaw. I am out several hundred dollars and want to be reimbursed by Southwest gas for this error and major inconvenience. I have missed days of work because of this issue, because I have to now be available all day to wait for service to be turned on.

I paid my bill in full to be put back on the Equal Payment Plan. I paid my new bill on the day it was due. They "rebuilt" my plan, took away the EPP after I paid the EPP bill, then hit me with a bill four times the amount!

Feb. 7 96.00 Paid

Feb 11 388 New bill (reps said a computer error took me off the EPP

Feb 17 Put back on EPP to be activated in May when late spring arrives and bills are very low, lower than the new amount applied for EPP

Good afternoon, I called Southwest Gas to turn the gas on 1/17/22. I was told the earliest appointment was on 1/19/22 12pm to 4pm. On 1/19/22 the technician left a note saying we weren't home, he called, and rang the doorbell. We moved in the night before and per our phone call with a supervisor, they had my phone number wrong. They couldn't send someone to turn the gas in until 1/20/22. I am pregnant and have a 1 year old. Yet, as a grandmother and mother the customer service person and supervisor don't care and can't send someone until 1/20/22.

I am being charged the gas bill for a place I moved out of. When I moved in there the balance was transferred to my account when the same thing happened. They are trying to charge me 400$. I have proof that I moved out in February of 2020. We saved up to buy our first home and we are being slammed with a 400 dollar bill of gas we didn't use. How can they let the gas run for a year with no payment?

We filed a complaint with the BBB. Of course, the case is closed because, I guess it does not really matter to anyone but us. Surely, someone out there has the same issues. SWG Response: "We have made multiple attempts to contact the customer but have not been able to. The customer has also not called us back to discuss her concern." {That is completely not true. A message was left twice with no response back}. The customer service
wait is over 2 hours on most days. SWG other Response: 'When customers make payments through our web portal "MyAccount" on swgas.com, all payments receive success confirmations which include the customer's account number, their service address, the transaction/confirmation ID, the payment amount, payment date and last four digits of the account number the payment was made with. {Not true. NOW, it all of a sudden supplies conformation numbers, after OUR complaining for months.} SWG hopes you will type your acct number into its system for storing, which is never going to happen. We don't believe it that type of "security" thanks. It will keep the late fee and percentage fee (only $15, but it's the fact of the matter}. Shame on SWG!

My gas meter recorded a huge change of therms in March 2021 so they sent someone out to check the meter and it was deemed broken and the person changed the meter on May 5, 2021. Normal usage is in the low 30's with the January usage of 48 therms.

Per my records I have called the help line on 4-23-21, 5-5-21, 5-12-21, 5-19-21, 6-1-21, as well as sometime in late June. On the June 1st call the person I talked to told me that "no one had done anything since billing had not been notified". He apologized and said they will be notified finally. On the call later that month I was told that they were trying to look into the usage on the corresponding month the previous year and would probably use that usage instead of the 291 therms.

I am a retired accountant and it looks like you could just reverse the bad billing while they try to figure out what the replacement billing or guess should be and fix that at a later date. But that was not done and I still show an outstanding billing of almost $400 and my Minimum payment due is $391.53. I have been making payments of $34 all this time which was my payments were suppose to be on the even payment program.

How much longer is this going to take to fix the problem? It was Southwest's Gas meter that broke. The meter had been there since I purchased the house in 2000.

David Elder
17682 W. Spencer Dr., Surprise, AZ 85374
Account number [protected]
[protected]

On July 12, 2021 Although I don't remember the exact wording from that date I emailed SWG with a question about, what if I suspect a stove gas leak, do I call SWG or a contractor? I never received any response from SWG. Over a week later at about 12 midnight on Wednesday 7/ 21/21 a SWG service employee came knocking at our door stating that he was there to monitor for a gas leak. When I told him that there was no gas leak and that I had simply asked a question about a week before he said, so it's a misunderstanding, and I replied yes. So he walked to his truck and then returned a minute later saying the fire dept wanted him to check all the rooms or turn off the gas.
I told him there was no gas leak and there were people asleep so he could not go in. He again stated that he would have to turn off the gas and someone would return the next day and turn on the gas. I said OK but then realized that my kids would need hot water for showers early in the morning and told him he could check certain rooms but not everyone, he said OK, checked and said he would now have to turn the gas water heater back on because he had already turned off the gas outside. As he tried he had difficulty turning the water heater on for unknown reasons but eventually did. He was polite, apologized and left.
With no response from SWG for over a week they suddenly show up in the middle of the night and after repeated statements that there is no gas leaks they still turn off the gas. What kind of service is this, isn't there better responses and monitoring of these people who make those decisions?

These people at Southwest Gas, need more people to work, the hold time is so bad that you wait 45 minutes or more
It is ridiculous what they put people thru on hold. All these recordings, etc. They say they will call you back, but that never happens.
Waited all afternoon on 7/192021 for Pillamen to call but it never came about. Had to call on 7/20/2020 and spoke to
Norma, was on hold for a long time and she was going to speak to her supervisor and try to fix my problem,
Finally made an auto payment thru my bank just to get this stressful situation handled. Have these people have no
respect for their customers, only to take your money and run.

I received Fuel Assistance and when I moved I had a credit of 103. dollars left.
Instead of transferring to my new account they claim they sent me a check to my old address. I have yet to receive it . It's been a couple of months now. I call them and they said they would have to wait 30days before they would reissue a new check. Well that was in June. Still no credit or check. I'm on SSI only and I could sure use my credit. I don't know what else to do. This has been going on since May. My Name Is Kate Evans and I live at 200 James Ct # 75 Moundhouse Nv . My gas acct is [protected]

18JUN2021: Phoenix AZ
I responded to other complaints re: paying SW Gas Bill earlier which indicated problems with paying SW Gas bill; indicates problems have been apparent for =/> 1 month.

1) Their "new" online System (https://myaccount.swgas.com/Portal/#/MakePayment) DOES NOT WORK today & apparently the problem dates to early June (2021)

2) Their over-the-phone method DOES NOT WORK today & apparently the problem dates to early June (2021)

I spent >45 minutes on hold & the representative (very nice but fed incorrect info by SW Gas) initially said "no problems" but then changed story to "new System being rebooted this weekend.

HORRIBLE CUSTOMER SERVICE from Nevada based Southwest Gas.
I wish the "MANAGEMENT" of SW Gas would take control and actually correct this SUBSTANDARD situation for CUSTOMERS, but I don't really think they give a darn. If they did, they'd actually do their jobs.

In the last month I have made two request looking for answers as to why I cannot pay my bill on line. They want me to call in so you can charge a $2.50 service fee for making the transaction. I go to the web page, I put in my password / code and it just goes around in circles trying to connect. I have not received any information as to why this is happening. I try the lost password, it send me the one I have always used. I talked to someone else and he said this is the new way for SW gas to make a few extra bucks--it happens to him to. Is that correct? I put in the client number and it comes back as incorrect.
They have not responded to my requests of why.

This company is awful.

I just told my home and the usual time line to notify the utility company is 3 days. I called with 4 days before closing and they are making me wait an additional 5 days because they are busy.

It is totally unacceptable that I would have to pay for teh new owner for 4 additional days. Spoke to a supervisor who was snarky and basically non caring, I pity anyone who has to use them. Thankfully I am not using them in my new location. Customer service I would give them an F.

My gas was turned off yesterday 12/21/2020. I moved into this home a couple months ago during a divorce and at a time I had lost my job. I failed to change my address on the account.

I called today to have it turned back on and they said the earliest date is 12/30. I have no hot water, can't cook, and don't have heat. I am having family fly in for Christmas and this is a total disaster. When I told them this they told me this was my fault for not transferring service. Which is obviously true, but during this time I can't believe no one can do anything.

Absolutely shocking this is how they treat people. I wish there was a competitor maybe then they would care about their customers.

The crew who is working this week of (5/4/20) on Flowery Ave. in Dayton Nevada is atrociously bad mannered and very unprofessional. Each day my neighbors and I need to drive by them when leaving and returning home. And each day this crew ignores us completely. We are all left wondering if we should try to squeeze past them to get to our homes or wait or what? And because they continue to ignore us we take a chance at squeezing through precariously close to the [censored] employee in the street whose sole purpose appears to be nothing more than watching the backhoe move back and forth while NOT paying attention to residential traffic. What is the purpose of all this? These very unprofessional individuals are putting both themselves and us at risk of injury or damage. These employees need to be re-trained on common courtesy and how to be safe and professional in the workplace and at a worksite. If they were my employees I would fire them all immediately.

Around 4 days ago I called the gas company and requested new service. I have never had an account with Southwest. I was told that I would have to first send in copies of my ID and lease agreement. I thought it was odd, nevertheless I attempted to do so. Well I sent my ID and the lease agreement I am having a hard time with uploading it. It's not right that we've been days with no service and I have children. We've taken cold showers and I have wasted food tryna cook in a Crock-Pot instead of the stove. I feel completely humiliated. My friends and family say they were never asked for documents