Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/29/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been dealing with ************ regarding a disconnection that happened back in october 2024. They disconnected my service and then proceeded to charge me a ****** reconnection fee. My bill prior to this disconnection was less than ***** total and I had just lost my job and needed some time to pay. In their own policy it states in RULE 10 Termination of Service : Section A: RESTRICTIONS ON TERMINATION OF SERVICE, RECORD KEEPING AND REPAYMENT Under paragraph 5. It states "The Utility will not terminate residential service to a customer if the customer has paid at least half of the customers delinquent bill balance within the last ******************************************************************* equal to $100.00."This is copied directly from their own policy. ************************************************************ I called and emailed and they refused to do anything to assist me, and when I requested a payment extension before the disconnection they added the reconnection fee that was not suppose to be added. So when I paid the past due balance after that, they insisted that there was nothing they could do to help with the reconnection fee. Since then They have refused to work with me regarding removing that fee and it has put me behind farther and farther with no option of assistance at all. This is a breach of contract and if that fee was just waived due to their own policy, I would have had no problem making the payment and would have accrued no late fees after the fact.

• Initial Complaint

  Date:04/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a disagreement with Southwest Gas over improper gas meter reading in my home that I purchased last May, 2024. They came out and read the meter the day of the property transfer. Shortly after moving in I contacted ****** to find out how to monitor my usage as the website does not offer this ability. They told me to read the meter to determine my usage, which I started to do to follow the usage to avoid any surprise bills, this was a new house to me and I always follow the utilities to get a grasp on the annual costs. A little while later I noticed the meter did not give out the same numbers that were on my bill statement. The usage appeared normal though the numbers did not match. I contacted ****** and they explained that was normal as long as the usage was acceptable and normal.On April 7, 2025 a new meter was installed without my knowledge. I was home but nobody contacted me with what they were doing. I believe this could possibly be dangerous, ie. water heater not reigniting, stovetop on without my knowledge, etc. On April 18, 2025 I received an email stating my new balance was $458.09. My previous bill was $44. The largest bill I had received in this first year was about $150 in the middle of the winter. I use space heaters primarily to heat the home since I have a large solar array that keeps my electric capped at about $33 per month. Seeing that the gas was expensive I opted to heat with electric heaters for $0. I contacted ****** on April 18 and April 22 to troubleshoot this obvious mix up in my billing. Today, April 25 I received this email from ****** as an explanation. I don't know about you, but this is about the most ridiculous explanation I have ever heard from a large company about a billing dispute. If you have the time I might suggest reading some reviews about ****** in *******. It does not paint a pretty picture for being honest on their part. In summation, I am requesting you open an investigation . there's more but out of space

  Business Response

  Date: 05/01/2025

  The customer's account along with the information provided in the complaint has been reviewed and a reversal of the amount charged has been completed. The customer has been contacted and provided with a thorough explanation of what occurred to cause the higher-than-expected bill. The customer was pleased with the outcome of the investigation that took place and the reduced amount that is now due. 

   

  Customer Answer

  Date: 05/01/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ******
  
   
  

• Initial Complaint

  Date:04/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered service to be installed between 8--11 am on Wednesday, 4/2/2025. I received a text around 7:40 am stating the tech would arrive at 8:30 am. I waited until 11 am to call the company. They stated the tech had an "emergency" call. I asked why I was not contacted or had a different tech come to my appointment. They did not have an answer and a supervisor only said that the "emergency" was a "fact". I rescheduled to appointment for today between 2-4 pm with special instructions for the tech to text or call prior to arrival. A few minutes after 2 pm I received a text stating my service was cancelled.

  Business Response

  Date: 04/16/2025

  The customers service order was scheduled for April 8, 2025, between 2pm-4pm. The technician arrived at 2:05 p.m. and found that no one was home and was unable to complete the service order. The customer contacted Southwest Gas and spoke to a supervisor who was able to have the service order reassigned to another technician who was in the area. The service order was completed at 5:12 p.m. As a courtesy to the customer the security deposit and service establishment fee have been waived due to the delay. 

  Customer Answer

  Date: 04/17/2025

   When I spoke with a supervisor the prior week I specifically asked for special instructions to either text or call me when the technician is on the way. I did not receive neither one. When I called the phone rep dismissed my request. Only after I filed a complaint did I get a call from the tech stating he would arrive in an hour.

• Initial Complaint

  Date:03/18/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sold my house and closed on Jan 24. Then received a bill for when the new owners were occupying the residence (Jan 31 -feb 6) *** said they came out on Jan 24th per their notes stating there was a big dog in the yard so they couldnt get to meter. Well I dont have a big dog and I wasnt using gas on jan31- feb 6 because I wasnt living there. **************** was not helpful and basically said it was my fault because of my big dog, again I dont have a big dog nor was I living there. Its very shameful that you charge people and threaten collections for usage that they DID NOT use. Bill the right people, provide customer service, stop intimidating people with collections. Over all swgas you need to do better. This company should be ashamed of themselves.

  Business Response

  Date: 03/21/2025

  A review of the customer's request to discontinue her service with Southwest Gas has been completed. The review included listening to the telephone conversations with the customer and based upon what was heard the customers move out date has been adjusted to January 24, 2025. The customer was advised on March 21, 2025, of the corrected move out date and the resulting refund she can expect in 5-7 business days. 

  Customer Answer

  Date: 03/21/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *** *****
  
   
  

• Initial Complaint

  Date:03/05/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A few months ago I edited my profile to change the bank account from which my autopay is deducted, and I set the new account as my default. ****** continued to charge the old account which had no funds in it but didn't inform me the payment wasn't received. They then sent the next bill showing a late fee which I felt compelled to pay so they wouldn't dicsconnect my service. I made that payment on their website a few days ago and confirmed the proper default account had already been tagged. (NOTE: There is NOT a process for removing old checking account numbers!!!) I received another bill by email yesterday and tried to login to make sure it would be charged to the correct bank. I got an error message telling me to change the password, which I did, but I got the same error message. I went through the password change process AGAIN and still got the same error message.I called ****** and their *** couldn't find the problem for several minutes, but confirmed that I had changed the password twice. After putting me on hold the *** came back and told me account had been locked for non-payment, but that I AM PAID IN FULL! How is a customer supposed to pay the bill or make sure it's being charged to the correct bank IF THEY LOCK YOUR ACCOUNT? AND DONT TELL YOU IT'S LOCKED WHEN YOU TRY TO LOGIN? Answer: They can't.The *** said she would have to refer me to IT for a call-back, which I have not received. In looking at online reviews, it is obvious that ****** has serious, ongoing issues with customer service. THIS IS WHAT HAPPENS IN MONOPOLY SITUATIONS!!!I want my account restored, confirmation that they will charge the correct bank, and refund of all late fees.

  Business Response

  Date: 03/13/2025

  In response to this complaint the customer was contacted on March 7, 2025. The representative who reviewed the account and spoke with the customer proceeded to waive the security deposit, two return item fees and late payment charges. The block placed on the account keeping the customer from making a payment online and over the phone has been removed. At that time the customer was advised that he could no reenroll in the automatic payment plan if he wishes to do. 

  The customer explained to the representative that he was having difficulty logging into his account online even after requesting a password reset link. The representative agreed to research this issue and call the customer back. 

  The customer was contacted a second time on March 13, 2025, after the representative had the IT department review the customers log in credentials. A correction was made which allowed the customer access to his account online and the customer confirmed that he now had access. 

   

  Customer Answer

  Date: 03/14/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *****
  
   
  

• Initial Complaint

  Date:02/18/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We came home to find our gas shut off. We are not behind on payments. We were given no notice by Southwest Gas that there would be any interruption of service. When we called they said the meter was outdated and needed replacing. We have small children and pets. No idea when this will be resolved!

  Business Response

  Date: 02/24/2025

  Southwest Gas was out to Ms. ****** property on February *******, for a routine meter change. At that time the Southwest Gas attempted to change the meter without interruption but lost the gas flow during the meter change. A door tag was left for Ms. ***** to contact us regarding her service being turned off due to company repairs. Southwest Gas received a call on February 19, 2025, from Ms. ***** regarding her service being interrupted and needing to have her gas service restored. At that time, it was explained to ******* that a meter change had been conducted, and her service was interrupted due to company repairs. The reconnection was scheduled for the same day February 19, 2025, and the service was restored successfully. Several attempts were made to try and reach Ms. **** but we only got her voicemail. Southwest Gas has thoroughly investigated Ms. ***** complaint and believes her concerns have been addressed. Should any questions arise in the future, Ms. **** is invited to contact Southwest Gas for assistance.    

• Initial Complaint

  Date:02/05/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ****** has an online system which stopped me from signing in to my account AND stopped me from making payments without signing in. In order to pay I have to call and pay and add a fee. However this has caused an interruption in my billing payments because I keep thinking I can pay online only to remember I am blocked for some reason. After having service for years, now I have a couple late payments and now they are asking for a deposit. I understand. However I just tried again to pay online, and cannot sign in. Then I tried to use the link to pay without signing in and at the last step it says I am not *************, what they heck kind of a scam are they running in their billing department now?

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our gas meter was found to be leaking for the past 6 months (at least) and Southwest Gas refuses to do any billing adjustment, meaning we have been paying for gas that's just been leaking from the meter (which is the ******* responsibility to maintain, not the customer's). The leak was repaired by a ****** technician on 1/22/25 but as of 2/3/25 they refuse to adjust my bill. The customer service person I spoked to said that it's company policy not to do any billing adjustments even in the case of leaks, and is common with all utilities, but I have had several billing adjustments done before with previous utilities, so what they're claiming is just completely untrue. I would like a billing adjustment and/or refund applied to at least my current bill, and preferably also my other bills dating back to August 2024 (when we moved in and started service with ******).

  Business Response

  Date: 02/07/2025

  The customer has been contacted, and it has been explained that the leak reported on January 22, 2025, was a non-registering gas leak occurring at the meter and was therefore not affecting the customer's monthly bill. The customer is seeing a slight increase in usage which is due to seasonal temperature changes but is far below what the previous owner who used the gas furnace to heat home saw during the winter months. 

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon requesting a start of service I was given a appointment for activation, I wasn't home for the appointment windows. So the service wasn't completed. I called them to inform them that no one needs to be home because the service that needs to to be activated is outside of the unit. The representative stated that they still needed to come inside the unit. I scheduled another appointment and the representative informed me that I would get a call when the technician was close. I spoke with a supervisor to express my concerns about having to be available when the service connection was outside. When the appointment came again they were late, I didn't get a courtesy call. So I called in to inquire about the technician and was told that they don't make calls and that someone will be coming and not to leave. I express my frustration about having to take off work to be available just to have the technician come late, I asked to speak with someone to make a formal complaint and was told someone would reach out to me within 48 hours. 20 minutes later I get a call from the technician saying that he was on his way. When he arrived he did the service connection and gave me some literature and left, he never asked to come inside the unit for anything. After waiting the 48 hours I called back to inquire about why I didn't receive a call and was told that the request is in the notes and someone will contact me soon. It's been 2 weeks and no one has reached out to me. I would like to be refunded my deposit for my troubles and unsatisfactory customer service.

  Business Response

  Date: 12/09/2024

  A thorough review of the customer's request for service and subsequent telephone calls has been conducted and due to the delay in establishing service the customer's request to have the security deposit and service establishment fee waived has been approved. The customer was contacted and advised of the reduced amount due after the fees had been reversed. 

   

  Customer Answer

  Date: 12/10/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ******
  
   
  

• Initial Complaint

  Date:09/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Gas meter was replaced, I was never notified by the person when he arrived on my property to do the work and no appliances were ever tested or validated before the worker left. Now my firepit and pool heater are not igniting. I have opened a ticket and called several times and the answer I keep getting is, not our problem. I need someone to validate that there is gas going to my appliances on my outside gas line and that there is enough pressure and that there are no gas leaks.

  Business Response

  Date: 10/01/2024

  The customer's account and the service order completed on September 5, 2024, have been reviewed. A voicemail has been left providing the customer with the name and phone number of a direct contact person who will be able to schedule a service order for a technician to check his outdoor appliances. In addition to the voicemail left there was also an email that was sent to the customer with the same contact information. Once the customer contacts ******************** Gas the service order can be scheduled for the next available day and there will be no cost for the service order to the customer.