Southwest Gas
Reviews and Complaints

[censored] you! 🖕🏾

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Hi Shaw.

I'm sorry to hear of your frustration. Unfortunately when one is late on a bill it can be a sure sign other late payments may follow. The regulations don't allow for the ability to vary from this.

You might consider very quickly changing out any gas based appliances to electric, although you need to be aware that the energy use alone will cost more; and that's on top of the appliance/installation costs.

Also kindly be aware that if the gas is turned off and you want it back on, there's additional charges for that.

Southwest Gas stinks! Their site and customer service is stupid! They don't even know how to fix any problems. Have been trying to get Online for 4 months now..after paying my bill Online for years. Evidently, someone recorded my email wrong at SWgas. It's case-sensitive and they added a capitalization to one of the letters. Now I can't even go to the site. It immediately post "access is denied" even though I can see my information in there. Tired of the 2-plus wait time on the phone! Ridicules just like their energy prices!

I then had to take out a payday loan for this lien to be removed and spoke before Linda Amphlett and basically was told your payments came too slow. Now I have the same situation because again no one informed me of an impending lien and was weary about going into another payment plan because the company lied to me last time.

I had a similar experience. .. I paid my bill by check which posted and cleared. A few days later I received a check from them in the amount of my recently paid bill. Curious? I called and was assured it was due to overpayment? Ok so I deposited the check... Then days later the meter man came to the door demanding payment of the same amount be paid to him by check then and there or he would have to shut off the gas. As I was leaving for a work trip, I quickly wrote him a check (that I knew would probably vlear before I could put money back into the account and bounce). I thought for sure that this circus payment deal coulf be essily fixed. But no - after speaking to a supervisor who finally hot it said I need only re-pay the original amount In their office. Ugh. I went to repay (again) the bill of $78. The rude woman at the counter was surly and rude and cared little about the entire situation (that they created) and just wanted the payment. As I began to write a check (from a different account mind you) she exclaimed - what are you doing!? - I am writing you a check for the amount I already paid etc (I still had to pay my banks fees tho) - she loudly exclaimed that they couldnt take a check. Different account? Nope. How would I pay future bills came to mind as waiting nearly an hour in line sucked. No reasoning worked - she finally agreed that they would except cash money. Of course I didn't have it on me. Leave ww gas go to back cash check get cash and return. Well by noe I'd spent hoursxand hours and days on yhis and was fed up. I returned to the s w gas office, waited in line for the same surly mean rep and told her I got her cash. I then gave her $78 in unrolled pennies. Plus 2 cents more so would be sure to have gotten my two cents about this whole stinking mess. Yes it telt good!

Heh, at least they climbed your fence. The jerk who was supposed to switch ours on had a key available and permission to enter. He snuck up around 5:30 PM and left a "no one home" note on the door and snuck away. Something about "not being allowed to enter after dark if no one is home".

That's very interesting, seeing as the note AND MY KEY were on my counter when I came out of the bathroom.

I've paid up everything, so I'll switch it on myself, thanks jerks.

Southwest gas has their employees climb fences to shut service off. They did that to me. There's something wrong with that picture? Just because the meter is in fence line does that mean they can trespass? What if their employee fell and injured themselves, would they want to sue me for trespassing ?They also extorted $300.00 deposit from me as well after being a long time customer and paying their bills

Just want to add to the list of complaints. My gas service was shut off recently, I do not recall getting a shut off notice as mentioned by customer "service" reps. As I was sitting home applying for jobs on the internet, a Southwest Gas technician shut off my gas service & attached a locking device on my meter. I understand that service techs need to do their "jobs" but a phone call or a knock at the door would have been appreciated, to let me know of their intentions. Instead of sneaking around and attaching a lock on my meter. If the common courtesy of advanced notice would of been honored, this letter would not have been submitted. Now I have to waste a whole day for a technician to turn my gas service back on! What took a technician 5 minutes to do, now takes all day! So I had to call to schedule an appt & pay my bill, not a problem. The problem arises when you get to talk to a "rep" so robotic & terse they ask if they can "help", (what a line) with no results, all empty promises, supervisors are the same. That is why i am submitting this compliant here, maybe something will come out of this.When my appt was set for 7am I committed the whole day to this appt, making changes to accommodate service. 12pm rolls on by, still no phone call or technician, I decided to call to find out what is going on and when to expect an E.T.A. Same old garbage! they tell me that they will have somebody out by sundown! NOT ACCEPTABLE! to any standards! but it seems to be ok with southwest gas! If they ask me "what can we do to resolve this" please don't treat me like some 2nd class person! myself and countless other subscribers are quite familiar with the tactics and procedures you try to impose on us. All I ask is to do is your job! remember where your salary is truly generated from! You all need to treat your subscribers with respect! not B.S.!

HA - Having problems meeting my bills I was consistently late paying my gas bill in the winter when the furnace was running but I always paid. I received a letter indicating that I needed to pay a $300.00 deposit to continue service even though they always got their money. I called and of course was met with the typical customer service, mentioned in other posts, and was informed that there was nothing that could be done. So at that moment on the phone I told the guy that I'd like to to discontinue my service as of that moment which left the customer service rep. speechless. He questioned my decision and pointed asked if I was aware of whatt appliances in my house required gas. I informed him that I refused to do business with a company that treated their customers in such a way. Again he questioned my decision at which point I informed him that if the gas service to my house was not turned off the following day that I would be contacting the attorney generals office and then I asked for his first and last name. This was followed by silence and then a quick transfer to a supervisor what was ready to make a deal on the deposit and allow $50.00 payments over 6 months, which would have kept me as a customer if we could have started there in the first place. I refused and asked for my service to be shut off which the supervisor began scheduling. The supervisor asked how I was going to heat my house and water which I explained that I was going to replace the current appliances with electric. He questioned the reasoning due to the initial cost to which I replied, "at least I won't being doing business with your company. My gas was shut off the following day. The following week I called southwest gas and asked which part of the gas line I was responsible for if a leak were to occur the customer service rep indicating all lines from the meter to the house were my responsibility and the other side of the meter was theirs. I then instructed the customer service rep. that I was not a customer and required that they remove their equipment from my property or they would need to sign a lease for storage. Yep, off to the supervisor again, I explained that the gas meter sat at the back of my house and was in the way of a remodel I was planning and they needed to move it to the easement or remove it all together. A few days later a crew showed up had to dig a hole out next to the street to shut off the gas and cap it and they removed the meter. By the way, my electric bill is less than whatt I used to pay for gas and electric combined and have easily recovered the cost of the hot-water heater and currently recovering the cost of the heat pump I installed. HA!

Unbelievably horrible customer service. I have been paying the gas bill on my parents home, left in family trust to my sister and I for 1 year. I have been in and out of the hospital since Dec 2nd. Due to a problem with a family member raiding the trust account - that I have been putting money into to auto bill pay this account - I had to close the bank account and open up a new one. I have been shut off - not for nonpayment but because of SW G's terrible customer relations and outdated requirements in their horrible billing process (all the other utility company's just changed the account name or said not to worry - just pay the bill. No problem.) I had a serious head injury on Jan 1st and have been trying to resolve this with a very rattled brain. I am ill, I have no heat or hot water, Yesterday after trying to deal with the rudest most poorly trained customer service rep, I asked to speak with a supervisor - she REFUSED to let me and REFUSED to give me her name. My caregiver stepped in to help and finally got a supervisor who said they would get service reconnected that day, yesterday. I have been up since 5 AM in cold house, in terrible pain and still struggling with the head injury and I am appalled at the lack of compassion this company has shown. I STILL HAVE NO GAS! I have received nothing in writing and can not believe this company is allowed to treat their customers as they do. All this frustration because I am trying to do the right thing. I called them told them that I would no longer be using the same account numbers for bill pay, have sold the house will be moving March 1st and would they please tell me how much I owe, change out of auto-bill pay and bill direct. If I didn't have the head injury and family members who thought since I was in the hospital they could raid the account I realize this situation would be different. But this is life - my life and SWG has added more stress at a time when my stress level is already adding to my medical problems. Is there anyone in that company who cares? The control issues this company has leave them unable to properly handle billing issues. This should not be the customers problem. Any time a staff is as non cooperative and poorly trained the problem lies with the top management and the atmosphere they are creating. Trust no one, create impossible billing "rules", show no compassion, be so afraid that you won't give your name to the customer, give no credit for customer loyalty and let ill people freeze! I'm sure it is a horrible place to work. I have worked in call centers, I know what I am talking about. This is a major problem. When I move I will make sure it is all electrict as that utility company made this process so easy! I am sorry for all of us who are ill, elderly, disabled and trying to deal with a very disfunctional firm.

southwest gas is crooks same problem here and i am ready to start a community lawsuit against them and demand the monopoly be terminated

I have had a very similar experience with Southwest Gas. They are crooks.

Please Help me the bill was last year $150the the new bill it was $ 250 how this is happening ? we are 2 seniors in a one level condo no changes the bigger house are paying $90

ryan nightenhelser

MichaelJ O’Donnell

They didn’t respond to my request for sleeve inspection on September 22nd, I kept calling and sending emails for more than 10 days and they made me redo the trench and pay for the same work twice , SW should hire more professional people

https://efiling.azcc.gov/online-services/utilities-complaint-external
They did the same thing with me. Except I line in CA. Complaining here is what they want you to do. I filed an official complaint with the state public utility board. They are the people who make the rules SWG must follow. Within hours SWG was calling me to back peddle and "work something out" they already had 3 deposits on us. For the same reason a day late. We stopped auto billing because SWG double withdrawn money from our bank. Instead of returning it. They issued a bill credit without an explanation. I pressed them and got nowhere. After reviewing a bill 9 mo earlier for the same amount as the credit. When they double billed us it was with another months charges.
I sent a copy to the Governor's office. The next year SWG had to refund everyone in CA their deposits. Again they issued a bill credit that would pay our gas for years. I sent them a letter telling them to cut me a check. Why should my money be sitting in their bank account.
I encourage ALL to go online and file a official complaint with your PUC. Forcing people that just late and paying late fees. To also pay hundreds more in deposits only effects those on fixed incomes and the poor. Copy your PUC complaint to your governor.
https://efiling.azcc.gov/online-services/utilities-complaint-external

Yes i have a daughter with a disability and its crucial she has hot water .. they are trying to get me to pay the father of my kids bill it has been under his name ..

Southwest gas is "requiring" me to give then a third deposit. Reason: I'm days late. I'm on a fixed income and I do not have the extra money. If they disconnect me. I cannot cook food or take a shower. I hope someone here can help me.

Payment History

Payment Date Payment Amount Payment Status
04/10/2019 $ 157.00 Processed
03/13/2019 $ 102.00 Processed
02/12/2019 $ 102.00 Processed
01/08/2019 $ 102.00 Processed
12/18/2018 $ 68.00 Processed
11/08/2018 $ 68.00 Processed
10/08/2018 $ 68.00 Processed
09/12/2018 $ 68.00 Processed
08/09/2018 $ 68.00 Processed
07/09/2018 $ 68.00 Processed
06/07/2018 $ 87.00 Processed
05/21/2018 $ 90.00 Processed
03/26/2018 $ 45.00 Processed
02/26/2018 $ 90.00 Processed
01/03/2018 $ 45.00 Processed
11/20/2017 $ 32.98 Processed
10/25/2017 $ 23.51 Processed
09/20/2017 $ 23.33 Processed
08/15/2017 $ 43.09 Processed
07/05/2017 $ 24.37 Processed
05/23/2017 $ 25.65 Processed

This is my billing history from May 2017 to the present. I've been at the same house for fifteen years and am being told that this winter it was "colder". So an increase from $45 to $157 in one year?!?!?!?! Hello? Anyone else going through this anomaly?

I'm glad I decided to check out Southwest Gas on line. My gas bill is generally small and sometimes I'll miss a month. But I always pay the complete bill when I do make the payment. I have been using SWG for 4 years and they have NEVER not been paid . Right now I am paid in full with them but when I went on line to see if the new month's bill was posted yet much to my surprise they had tacked on $500 for a deposit. I live pay check to paycheck and I don't have $500 extra dollars laying around to give to an undeserving utility company. I did find some new information by checking out this site. Thank you all so much I will be contacting that Public Utilities Commission.

I just moved to Big Bear. I was presented with a letter of credit from Southern California Edison (my old electric company) SW Gas said they would waive the ridiculous $250 deposit (from someone with no bad credit) if I had a letter of credit from a previous electric or gas company. I just received a letter saying my letter of credit was declined (no reason). So I looked into switching to all-electric. Home Depot has a tankless high efficiency water heater for around $150. A high-tech showerhead that provides just as much power but uses 40% less water for $20. And the newest technology in electric heaters is a 400 watt convection wall heater (like a picture you hang on the wall) that will heat a 20X20 room. So, I can switch to electric for about the same amount of the deposit they require. Oh, and I'll have to find a used electric stove, but that shouldn't be more than $50. I say, "SCREW Southwest Gas!" and go electric.

I paid Southwest Gas the full amount of my monthly bill two days before it was due. Three days later I discovered Southwest Gas without authorization pulled the full bill amount out of my bank after I had already paid the months bill in full. Southwest Gas took my bill amount and double withdrew it from my bank account after payment was made in full and early. When I called Southwest Gas they acknowledged the mistake but refused to deposit the money back in my bank account and said they would just apply it to the next months bill? I refused that option but they would not budge. When I asked to speak to a supervisor she was extremely rude and offered no solution saying she was not authorized to redeposit the stolen (yes, stolen) money they wrongly withdrew from my account. I tried to explain the problems they had caused to my finances as all funds had been wrongly drained from my bank account due to Southwest Gas and now I had additional charges because when they withdrew the money it caused a check for another bill (electric) to bounce. I went to my bank and luckily they were able to resolve the matter, however, it took two months for Southwest Gas to send me a check reimbursing me for the money they literally stole from me. I looked this company up online and discovered they are owned by the Koch Brothers, yes, the same Koch brother that on national TV said they could financially bury Donald Trump should he seem to be a real candidate for the presidency (all my political views aside). In addition, although they are Nevada based, they tend to open businesses in other states in isolated areas such as Lake Tahoe and Big Bear Lake, California. One of there practices is to get stock holders in the city to install only natural gas appliances in houses and businesses because it has been statistically proven that people will stay with the energy source of their appliances. Their only real competitors in these areas are the electric company. Which entails changing out all your appliances to electric or propane. Additionally, the Better Business Bureau has them flagged with a warning, and obviously Southwest Gas is not a member of the Better Business Bureau, and they abide by Arizona business laws, have no real oversight, are allowed to randomly increase rates without warning (supposedly because they store Gas for some of these places in New Mexico?) and Southwest Gas suffers no consequences for illegal, corrupt business practices.
In my opinion check your appliances before you rent or buy if you live in an area where Southwest Gas is your natural gas provider. For us it has been much cheaper to switch to electric appliances. Don't expect your local city council to help with Southwest Gas as they specifically service areas where local investors, the big guys, get large kick-backs from lying down with Southwest Gas.

Southwest Gas is the absolute model of horrendous customer service. They exist due to lack of options...nothing more!

I've been a southwest gas customer for decades. They've done nothing for me, not that I expect them to. However recently we ran late on a bill. As soon as we realized it, we paid the bill and all late fees in full.

The following month a new bill came only this bill includes a $300 security deposit! What? Our average bill is about $40/month. I guess because we were late, we have to pay 8 months ahead of time.

I called and asked if.there was anything they could do to and was told yeah, they can disconnect us if not paid in full by the first of next month.

Class Action Lawsuit waiting to happen!