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Southwest Gas Complaints 53

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6:12 pm EST
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Campany: southwest gas corporation Darius d lauth Account 115980xx June 1, 2018: account created without my knowledge, authorization or consent. The account and any charges/transaction are fraudulent. Requesting your investigation of the matter. Filed a complaint with the federal trace commission, and will be reporting to the local law enforcement agency...

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6:37 pm EDT

Southwest Gas Utility service for my home

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

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1:26 am EDT

Southwest Gas Reckless driver

Me and my wife were driving down Buffalo towards flamingo tonight Wednesday July 24th at 9:47 pm when I passed through the light at spring mountain it was yellow and I see behind me a Southwest gas truck run the red light so then I get to the left turn on flamingo Blvd. He pulls up next to me in the inside turn lane, the light turned green he squeeled his tires so about 100 ft. Past the light he starts coming into my lane I am blowing my horn and he just keeps coming over I literally had to floor my gas pedal to get ahead of him before he completely came over. I then got over to the fast lane and stopped in a turn lane waiting for him to pass so I could get his licence plate number so he slowed way down eventually he passed me so I got behind him and took down his licence plate number. The plate number is 226-G33 I don't know if he is drunk or just a wreckless driver but he should not be driving on the road period! He nearly killed me and my wife and I expect something done about this! I will be following up with customer service and speaking with supervisors and management

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8:45 pm EDT

Southwest Gas Gas leak

I had an odor of leaking gas that I called to have checked before 7 am. I had to leave to take my husband to the airport and of course the tech came in i the house when i told the dispatcher that i would be gone. He left no information he only turned off the gas. I called at 8:30 for information and they had none other than the gas was turned off. About an hour later I requested it be turned back on since his report said that he did not find a leak and all looked good. So why was it turned off one has to wonder?! It is now 5 pm and no tech. I have called several times through the day and everyone one I talk to is very unaware of the process, the number of techs, the schedule. They are very good at spinning the tale that they are told to say to ‘customers' - or should i say their ‘prisoners.' They are the only gas utility in town. We have to use them. They feel entitled and so they don't care how inconvenient their lack of service is, they don't care about lying to the customer. Who is in charge of this?! I am so glad it was not a cold day. I would've been without heat all day. It's not being without the utility that is concerning, it's their ‘I don't care' way of dealing with customers that is broken.

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3:16 pm EDT
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Southwest Gas Deposit

I have Southwest gas and they are requesting a $525 deposit for paying my gas bill late. I emailed them stating that the deposit amout is not reasonable and I can not afford that. They sent me an email to contact customer service. I called and they stated you have to pay or your services will be disconnected March 28, 2018. I guess my family won't be having any hot water soon, because I refuse to pay a deposit og $525.

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Heretofor
US
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Jul 19, 2018 1:22 am EDT

[censored] you! 🖕🏾

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Heretofor
US
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Jul 19, 2018 1:21 am EDT

🖕🏾

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General Service
US
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Mar 26, 2018 5:52 pm EDT

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.

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4:37 pm EST

Southwest Gas Horrible horrible people

I literally am trying to start service in my name and there telling me I have been living there at the property so the bill from the previous tenant has to be paid before they start my service this has nothing to do with me I knew the person and that still has nothing to do with me they said they have record of me living there I was like what do you mean you have record of me living here and she brought up utilities and I said yeah I just got the lights on in my name this month! These people are stupid im sitting here pregnant and have to deal with these people who are refusing to help and I haven't even had service with these people! this thing wont even let you cuss on here lol

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KarisN
US
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Feb 04, 2022 5:27 pm EST

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!

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10:45 am EST

Southwest Gas Service

Southwest gas employees lied. I signed up for service and checked the box for a phone call when they were enroute. Never received a phone call. Called customer service and they said I never checked the box for a call. The only problem is the service rep that came to the house said he tried to call but didn't get a response. (No record of any call on my cell and no voicemail left.) One or both of them is lying obviously. As a result, my family including small children have suffered nighttime freezing temps with no heat, no hot water, and no hot food for 6 days. (Apparently they are understaffed for the holidays and can't make it back out for 5 days).

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12:56 pm EDT
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Southwest Gas Southwest gas charges

Account # [protected] I sold my house in Carson City, NV on January 26, 2015. On January 27th, I contacted Southwest Gas explaining the house had been sold and asked them to close my account with them. The lady I talked to said she would do that immediately. Over the next two months, Southwest Gas charged me an additional $210.23 for that house that I no longer owned. When I contacted them, they said the house was in my deceased husband's name so they ignored my request to close the account. They didn't mention that issue on January 27th and just said they'd close the account. Even after shutting off the gas to the Carson City house, Southwest Gas charged me another $18.68.
Prior to contacting Southwest Gas on January 27th, I had contacted the utility/tax offices in Carson City and requested a refund from both offices. Both of these accounts were still in my husband's name yet there was no problem in getting the refund. I contacted Southwest Gas after talking to the city personnel so didn't expect the account name to be an issue. We'd been married for 49 years and lived in the house that was sold for 47 years.

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10:30 pm EST
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Southwest Gas EEP charge

Our all Republican Arizona Corporation Commission, which is supposed to be protecting us, has allowed SW Gas to add on a new EEP charge as of Nov 2014 (they were probably paid off). If the weather is warmer than normal and you don't use as much gas as they think you should, they now have the right to add a charge onto your monthly bill, based on what they think you should be using. My EEP charge for Nov. was $16.17. This is more than the basic gas fee to keep the service on and you get nothing for it. This charge will be listed on your bill as EEP Weather Adj. File a complaint with the AZ Corporation Commission. Call 5 on your side and channel 12 investigations. Post online. If there is an attorney out there, we would be interested in filing a class action lawsuit. I am getting SW Gas out of my house. Electricity has become cheaper. I am using an electric convection oven instead of my gas oven. If necessary, I am prepared to use space heaters until I can get my A/C/heating unit switched out for an electric heat pump. You can put a solar panel on your roof for your hot water heater or put a timer on an electric one such that it only turns on during off-peak hours. The key is to use all of your electricity off-peak.

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6:30 pm EDT
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Southwest Gas Privacy and notification for pipe installation

My husband, 5-year old, and I have become victims of Southwest Gas pipe installations in our neighborhood. Six months ago, they put a pamphlet on our door stating they would be installing new gas lines in the area. It did not contain any specific information regarding the scope of the project and most importantly, no start date or time of completion was provided. Two weeks ago they started work with no additional notification. First and foremost, we understand new gas lines need to be installed, however the work involved requires preparation for families with dogs and children who are home during the day. I'm a stay-at-home mom homeschooling my 5-year old, and our backyard is our classroom.

For the last ten days, we have been imprisoned inside our home by NDL Construction, literally. Our backyard (ally area) has been the center "staging area" and multiple machines have woken us up @ 7am, with non-stop noise pollution/exhaust all day long (until 7pm). We were willing to put up with the fact that gas pipes need to be replaced, however after ten days of dogs chewing on their legs (due to fear of machines) and constant barking from every dog around, we decided to call Southwest Gas about the situation and wanted a specific time frame of completion. One NDL worker told me a couple of days. I had complained because they moved our trash can and forced me to walk through quicksand, ruining my shoes, to throw my trash away. It was insane. Now I just throw my trash straight into the alley since I don't have any other options.

Six days later, the situation has worsened. We have had our privacy, our classroom, and our sanity challenged. I requested that our Southwest Gas account be credited $400, the cost of our mortgage for a week and being confined to the inside. This is actually reasonable, considering that folks like us at the center of the staging area should have been offered alternate accommodations. Southwest Gas told us that NDL would have to handle it, and absolutely refused to intervene with the contracting company representing them. We were also told that nobody else had complained...probably right since nobody else is home around us during the day. I shouldn't be discriminated for choosing to stay home with my son.

Perhaps the most disturbing part of this story is when I walked out to play with my 5-year old son on his swing set. I witnessed two workers with their arms rested on our back fence having some sort of interaction with a child, my beautiful son. I looked at them very weird and had my son go inside. This should not occur, and frankly freaked me out. I don't know these men.

This evening, after I went out to speak with the foreman on an estimated time of completion, I was again told that he didn't know when they would be done. He estimated into next week which would make a 3 week project. He disclosed that Southwest Gas has to come in behind them and do more work and there was again no specific time frame. We were repeatedly reminded that there was nothing we could do about it. The conversation ended with him dropping an f-bomb on us, the CUSTOMER. Admittedly our conversation was heated, but we did not deserve such a response, especially when he couldn't provide an answer to such a reasonable question.

If Southwest Gas wants to install new pipes in Tucson neighborhoods, then they need to provide adequate notification and take responsibility for the contractors they hire. I have been run through mill and treated like I'm a terrible person for raising issues...issues that we as citizens should not have to be put through. There needs to be proper notification, and specific time frames given for work so that good people are not treated unfairly. I'd also advocate that citizens who are being chosen for "staging areas" be reimbursed for having to put up with a construction site (lasting for days/months...we don't even know). When you can't let your son play in the backyard, can't let your dogs out, lose your privacy, and get cussed out by the company, we believe it warrants information the public needs to know about. If there's a danger in gas lines exploding, which I assume is what is driving this initiative, then maybe, just maybe, we shouldn't be using gas. Let's move to solar heating and evolve into the 21st century for once.

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8:45 pm EDT
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Southwest Gas $135.00 deposit

We have so little income that the IRS does not require us to file, so of course we struggle to keep the bills paid. Guilty of being late with SOUTHWEST GAS so they're assessing us a fee ("deposit") of $135.00, which we can't pay, so they're saying they'll cut us off! SOUTHWEST GAS HAS A MONOPOLY ON GAS so what can we do? Dee

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Belleville
Belleville
Cincinnati, US
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Apr 29, 2013 4:30 pm EDT

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.

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10:10 am EDT
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Southwest Gas Service Transfer Refusal

I am a handicapped senior citizen.

Due to the economic and unemployment situation in this country, I have been unemployed for 15 of the last 26 months and subsequently I have been forced to go on Social Security, and have lost my home as I can no longer afford the mortgage on my low, fixed income, the total of which is less than my mortgage payment alone.

I have had to find a rental home and in so doing I am trying to get my utility services transferred. Southwest Gas, with whom I have had open accounts since they first came to Tucson in the 70s, is refusing to transfer my service unless I travel 40 miles to their offices, to show some desk jockey my "identification". I assume they are afraid some 'fraudulent person' will be paying my monthly bills instead of me. This despite the fact I have an open account with them currently at my former home, and have had for many years.

I refuse to bend to this absurd requirement, incurring not only a loss of several hours of my waning lifespan, but the cost of fuel for this trip at almost $3.00 per gallon, neither of which SWG has offered to credit to my bills.

It is already unfortunate that these utility companies have the monopoly on services that allow them to treat their customers, whether new or like myself, 30+ year customers, like second-class citizens. What my Social Security number, my Driver's License or my Passport have to do with residential gas service escapes me. Perhaps as we grow more and more toward the totalitarian govt, run by the corporations, each company will issue its own "ID" badge, so we can prove that we are entitle to be blessed with the honor of paying their exorbitant fees for basic human services. "May I see your 'papers' please!"

With complaints rolling in from the management company and the rental homeowner, about the utilities still being in the latter's name, I am being told the SWG is telling these people that "your Social Security number does not match what they have on file". What my social security number (which is NOT supposed to be given to anyone but employers or lending institutions) has to do with my current service account is beyond me, let alone why this or any other private information about me is being shared with these callers! They must have high-ranking 'SWG ID Badges' that entitles them to private and privileged information about other customers.

In trying to resolve this issue over the phone with SWG, I get a recorded message stating, "you will NOT be able to speak to a representative. Please use our online services at www.swgas.com."

Below is the latest email communication after filling out their online request for transfer of service.

_________________________________________________________________________________
Not only have I replied to this absurd request multiple times, but I have also sent you a picture of my drivers license. The fact that SWG is sharing information about me with a realtor and/or the owner of my current residence, is a violation of my privacy and is not acceptable .

I am a current customer, Acct Number [protected].
I did not, nor do not need "identification" for this account, so just switch addresses. I have requested a shutoff at the previous address and a transfer of service.
I am the same person who has had accounts with SWG or TG&E since 1975! The person you bill every month, without having to show ID for the honor of paying you!

I see no reason why I should have to drive 40 miles on my time and gas money, just to prove to you who I am, so you can continue to take my money. This is absurd!
Have your man came to my door when he reads the meter and I will show him my identification!

I am a handicapped, senior citizen. If you are refusing to turn on my gas service, I will contact the Corporation Commission, AARP, PCOA and the local media, to let them know that
a current SWG customer with accounts dating back 35 years, to when SWG first bought out TG&E, is being refused service becuse I won't drive 40 miles just to show some desk jockey my driver's license! Should make a good story on the 6PM news!

I will not pay any further invoices (including the latest $101.30), until this account is transferred, as has been requested multiple times since March 1, 2010. Any charges at the service address, after the requested shutoff date of 3/22, will be disputed. If you do not shut it off, I will do so myself and lock the meter.

When and if you decide to turn on my service, I wish to apply for the low income residential discount!

Thank you for your continued lack of cooperation in this regard.

J. Douglas Noyce, Sr.

----- Original Message -----
From: SWGAS-SAZ SWGAS-SAZ
To: doug.[protected]@runbox.com
Sent: Wednesday, March 24, 2010 12:23 PM
Subject: Re: Doug Noyce [protected].

Dear Doug Noyce,

Re: [protected]

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tom_thurston
Phoenix, US
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Dec 10, 2013 7:04 pm EST

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!

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another_angry_customer
Tucson, US
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Dec 13, 2012 11:14 pm EST

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.

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C Gulley
Phx, US
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Sep 24, 2012 7:39 am EDT

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

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W.B. Johnston
Gilbert, US
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Apr 19, 2012 5:33 am EDT

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.!

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mrsedd
none, US
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Mar 12, 2012 4:20 pm EDT

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!

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Jamalismom
Green Valley, US
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Jan 26, 2012 2:21 pm EST

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.

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screw swg
Phoenix, US
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Jun 16, 2011 12:45 am EDT

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

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q1w2e3
Tucson, US
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Dec 18, 2010 8:28 pm EST

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

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Southwest Gas Billing Practices

I became a Southwest Gas customer in November 2008. During that time I have been late with my payment several times. Let me explain why. They send out a bill from Las Vegas to Litchfield Park Arizona 10 days before it is due back to Las Vegas. If you are one day late it is considered delinquent. I think it is completely unreasonable for Southwest Gas to mail a bill (for instance this month) on the 18th and it is due back on the 28th. I live in a suburb of Phoenix and they do not deliver the mail every day. I got the bill on the 23rd and with the holiday, the 26th was the first day I could mail it and I have to hope it makes it back to Vegas in 2 days or it’s considered late. Twice I was traveling (I travel for my job), the bill came the week I was gone and when I returned it was already late. I received a letter dated March 17, 2009 stating that a $390 deposit is required because I have been delinquent. With my payment last month I asked for an explanation of how I was delinquent (never been disconnected, paid every month) and how $390 was determined to be the amount that was required for a deposit. My monthly bill has not been over $100 and they require almost 3 times that for a deposit. When I signed up for service I sent them a letter from my previous gas company showing that in over a year I was never delinquent. I did not receive a response from my request last month. All I received was my next bill telling me that the deposit had to be paid by the 28th or the gas would be disconnected. With my payment this month I informed them again that I disputed the deposit. I also filled out their customer service form to ask how the deposit was calculated and still I have received no response. It’s unreasonable to give someone 10 days from the day the bill is printed to have the payment back to Las Vegas. It is also unreasonable to demand a deposit and not show how it was calculated. I think these are unfair practices that Southwest Gas is using to get deposits from people who would normally not have had to give a deposit and then they get to use our money without paying interest on it.

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Stella Hughes
Las vegas nv, US
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Feb 17, 2024 9:47 am EST
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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

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Mahmoud Mohammed
US
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Oct 11, 2023 11:50 pm EDT
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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

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1gotrippedoff
Hesperia, US
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Jan 17, 2022 2:39 pm EST
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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

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Diana Andrade
US
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Aug 11, 2019 9:27 pm EDT

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 ..

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1gotrippedoff
Hesperia, US
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Aug 06, 2019 1:21 am EDT
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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.

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Nestor Barragan
US
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May 08, 2019 1:30 pm EDT

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?

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Janice Carpenter Anaya
US
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Jul 27, 2016 9:10 pm EDT

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.

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Tim Johns
US
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Jun 01, 2016 8:35 pm EDT

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.

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N. Sherwood, Jeffries
US
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Dec 14, 2015 4:10 pm EST

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.

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Ryan Hilling
US
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Oct 14, 2015 9:54 am EDT

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!

Overview of Southwest Gas complaint handling

Southwest Gas reviews first appeared on Complaints Board on May 27, 2009. The latest review Poor decision and misinformation by technician was posted on Feb 28, 2025. The latest complaint EEP charge was resolved on Dec 14, 2014. Southwest Gas has an average consumer rating of 1 stars from 53 reviews. Southwest Gas has resolved 4 complaints.
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  1. Southwest Gas Contacts

  2. Southwest Gas phone numbers
    +1 (877) 860-6020
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    Shareowner Services
    +1 (702) 876-7011
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  4. Southwest Gas address
    5241 Spring Mountain Rd, Las Vegas, Nevada, 89150-0002, United States
  5. Southwest Gas social media
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    Checked and verified by Andrew This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Jun 30, 2025
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Mon 7:00 am - 7:00 pm Tue 7:00 am - 7:00 pm Wed 7:00 am - 7:00 pm Thu 7:00 am - 7:00 pm Fri 7:00 am - 7:00 pm Sat 7:00 am - 6:00 pm Sun Closed