Southwest Gas review: Natural gas coyl program

The first week in August 2022 I received 2 notices within 72hrs regarding the COYL program. One notice left on my gate the second I received via mail, I decided to participate.

August 10, 2022 a contractor representing the COYL program came to my property and discovered a gas leak resulting in my service being cut off. I was advised by a southwest gas field technician that since my back porch is enclosed I would need to run my own gas line, at my expense to the outside of this porch. This line required a permit from City of Tucson. This process took roughly two weeks from permit application to inspection. Money that I had not intended on having to pay.

8/31/2022 I called SWG speaking to customer service rep “Jaime”. Jaime was very quick to brush me off saying the city normally sends them this permit and someone would reach out to me. I asked how long this normally takes and he stated usually within 48hrs. Thursday 9/1/2022 (do not recall female reps name) I called and was told the engineering department should be calling me back and that I should be priority as I am without service. 9/6/2022 I called and spoke with “Jamila” who was very empathetic to my issue and stated my issue was being looked into and someone should be calling me before EOD. 13:07pm 9/6/22 I received a call from Southwest Gas representative “Manuel” who started the call, blaming me for not calling to advise the gas line had been installed and inspected by the City of Tucson. (Poor customer service) I stated I did call and that I spoke with Jaime and Manuel proceeded to question me, “who is that”.

I am unsure where the breakdown in communication is with your company but it definitely needs to be rectified. Customer service training for Jaime and Manuel wouldn’t hurt either. To say I’m dissatisfied is putting it lightly.