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:06/23/2023

  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.

  We fell behind on our monthly gas bill, however, I was immediately put on the waitlist for energy assistance program for which I will qualify due to already receiving ******** benefits. I maintained monthly contact with Southwest Gas to notify them of the status of the waitlist, and to continue to pay our monthly service bill while waiting for the energy assistance for the past due. Southwest gas repeatedly assured me that so long as I continue to pay our monthly service bill, we would not be disconnected. however I came home from work yesterday to find a red tag on our door that we have been disconnected. I called and spoke to several representatives, who all told me there was nothing that they could do, and that, regardless of the notes on the account, they could disconnect at any time with a past due balance. Without Southwest gas service we have no hot water. Southwest gas has a monopoly in **** and there are no other options when you live in an apartment. I had to go and take out a loan in order to pay over $300 to reinstate our gas service. After obtaining a loan and paying that amount, Southwest gas then also told me we will be charged a $95 fee and a $25 fee in addition to what we just paid and the balance remaining. They also informed me that we have to wait five days to have our service reinstated because there are 321 people ahead of us. This is a terrible company that will continue to charge over and over and over because they can , its morally and ethically wrong. How are these exorbitant charges legal? And after paying hundreds of dollars to wait five more days for reconnect? Its a shame.

• Initial Complaint

  Date:06/19/2023

  Type:Service or Repair 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.

  Representatives at Southwest Gas (a representative and a supposed supervisor) claim that since their website didn't process my stop service request on 4/30/2023, I am somehow responsible for charges accrued at my old address through 6/19/2023, declaring, "How do we know you moved out?" First, you have proof from your own system that I tried to stop service on 4/30/2023 - what further proof do you need? Second, I can provide the lease for my new residence and the email exchange between myself and the property manager of my former home.Initially, the supposed supervisor solved the problem by using common sense (after 10 - 20 minutes) and agreeing to backdate the service termination to 4/30/2023.Perfect! But no. Seemingly out of spite, she put me on hold and changed it to billing me through 5/15/2023 - which I am afraid I have to disagree with. I had the keys to my former residence on 4/30/2023, not a day longer. Nothing will get me to agree that I should be responsible for a location I couldn't access. Southwest Gas does not need to provide competent customer service since they are a utility company without competition. However, that does not excuse billing people for charges they did not accrue. Both representatives stated that I should have called Southwest Gas per an email I received (and only saw last night) but they both also said that I attempted to halt service at my former residence on 4/30/2023. There is no disputing that I attempted to halt service at my former residence on 4/30/2023. Any competent customer service agent would have noted that "the customer tried to terminate service on 4/30/2023. Something went wrong. Let me fix it."I want to clarify something. I told the representative that I had moved out on 3/31/2023. While that's true (I actually moved on 3/17/2023), I had the keys to my former residence until 4/30/2023.

• Initial Complaint

  Date:06/10/2023

  Type:Service or Repair 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.

  In November, we bought a house and we called to to set up service. We set equal pay pay. I was told it would be 45 a month. I am a teacher and wife is disabled and we are ony sole income. We were never told **** would be adjusted after 3 months nor.that my bill would change each month, wife goes to pay and website say no payment due. Then we get a 300 bill, I call and all anybody can say is it is 300. Even at 45 x 3 that is 150 not 300. They are the only gas company and the attitude is they can do as they wish

• Initial Complaint

  Date:05/19/2023

  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.

  Southwest Gas is telling me they never received a payment of $160.24 for my January 2023 bill so I sent them proof I paid it on January 17th 2023 by bill pay through my bank app for ********** they said the snap shots of my payment from my bank app was good enough and my bank has to send them proof of payment but bank says they can't do that because it's my private info so they made me a copy of the statement of the cashed payment to Southwest gas and I faxed them on May 12th 2023 but they haven't contacted me. Chase bank said they finished the investigation and are closing it because they found it was paid They gave me a trace # of the transaction and everything but the Southwest gas supervisor says she can't do anything, her name is ******** and I've talked to her 2 months in a row before that it was customer reps that kept telling me it should be fixed by the next billing cycle. I'm tied of dealing with this for 4 months now.

• Initial Complaint

  Date:03/23/2023

  Type:Product 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.

  On February 8, 2023, I made a payment on my Feb bill for $24.11. I accidentally sent it to my father's.closed account. I reached out to ********** and Southwest gas immediately after this happened so that maybe they could trace the payment and transfer it to my open account. This was over a month ago.and I haven't got this resolved. *********************** Lead Customer Specialist is the person I have emailed with and she only responded once only after i contacted a supervisor. I've sent her multiple emails and the bank has also sent her copies of the payment going through, and we have no response.Acct #************ Please help because i have a new bill due on the 27th of this month.Thanks

• Initial Complaint

  Date:03/22/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Someone used my PayPal account to make payments for their account, I do not have an account with this company or have even lived in a state this account operates. They refuse to refund my money, saying I don't have an ID number or an account to look up the charges. But someone stole and used my info, of course, I don't have that information? Who gets stolen from and is able to have that info? Horrible company.

  Business Response

  Date: 04/05/2023

  We have attempted to contact *************************** on 3 occasions and voicemail messages have been left for her asking that she contact us as soon as possible.

  4/3/2023 Called and left message at 11:37am 

  4/4/2023 Called and left message at 9:41am 

  4/5/2023 Called and left message at 11:53am 

  We have had no response to the 3 messages left for ******************** 

  Customer Answer

  Date: 04/05/2023

  due to my work hours every time I have called back this number. The phone has just rang. It never went to voicemail. I just re-called Back and left another message. I have provided the business numerous screenshots of the fraudulent charges in all of the information that should be provided by them, but I am repeatedly told that because I cannot provide the transaction number which keep in mind my information of stall and of course, I dont have a transaction number for fraudulent charge because I did not make these charges. Theyre asking for something that I dont have that I will never have because the person who made the payment information and the fraudulent charge how am I supposed to get that information from whoever stole my account?  ?? 

• Initial Complaint

  Date:03/19/2023

  Type:Service or Repair 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.

  About 4 weeks ago a contractor hired By SW Gas , apparently to dig up the old main gas line that sevices our neighbor hood, install anew main line, dig up the service lines and install new service lines to the gas meters on each customer's house. Iin doing this the contracter made a mess on the west side of our house leaidng to our gas meter. They broke up part of the concrete walk way, and covered the broken cocrete with unsightly tar. They also dug two big holes next to the walkway, and moved a ltof our gravel landskaping. They dug up a PVC pipe that could provide water to a tree on the west side of our driveway Whwen what they had done and complained about what they had done, they told me a crew would be out in a few days to repair this. No crew has ever appeared I have called SW Gas several times regarding this, They have twice told me that they would Write up a form about my complaint, and give the name of the contractor and it's President' ***** number so I could ask him to take care of this apparent oversight. They have never supplied that information What want to resolve is to Have SW GAS get their contractor t do what they said they would do to clean up their mess on that side of my house

• Initial Complaint

  Date:03/17/2023

  Type:Product 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.

  In ****************** we sent 2 payments to Southwest *********** for payment. The total was $303.00. We have been fighting them ever since to get due credit for these payments, yet Southwest Gas states that they cannot find this money! We sent verification of payment from CHASE Bank to Southwest Gas and that was not enough. Then they wanted pictures of both sides of the two checks! Just recently ***** was able to retrieve these and we sent these off to Southwest Gas, thinking that this nightmare was finally over. The Southwest *********** then stated that they did not recognize the person or persons that endorsed these 2 checks and still refuse to give us credit! CHASE Bank then said, we must file a fraudulent claim against Southwest Gas, and with that, I signed the necessary documents and was told to send them to Southwest Gas for their signatures, and then return them to me, so I could give them to CHASE to continue with the investigation. I sent the documents to Southwest Gas on February 28, 2023, and today is the 17th of March, and I have received nothing back from them! I have sent no less than 3 emails asking what the holdup was, and still NO RESPONSE! This is how it now stands, with no help from Southwest Gas, this nightmare just continues without resolution!

• Initial Complaint

  Date:03/02/2023

  Type:Service or Repair 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.

  Gas bill has been over $300 each billing cycle since November 2022. We are now in March. We have paid over $1,000 to date. Every time I have made contact, Southwest Gas replies with a standard full page email suggesting to drop the thermostat been 65 and 68 degrees and to visit their website for additional savings advice without any concern for what has been reported. We are living in a cold home. Thermostat had already been set between *****, or off completely. We live with multiple layers of clothing yet our neighbors have thermostats set at ***** and their bills are no more than $150 or so. We have had HVAC experts, contractors, ** ************** to inspect furnace, plumbing, gas meter, etc. All was good. ** Gas did replace meter in February. However, we have not yet seen a significant enough drop. The bill due 3/20/2023 is $270.45! I expect ** Gas to refund us from previous months we were forced to pay because of their error. There is something terribly wrong with the ** Gas billing system as it relates to or account. I've asked ** Gas to look at or usage history. They haven't. It can't climb like it has without a reasonable explanation other than cold weather and increased costs, especially since we keep thermostat so low! Can you please help us! We can't continue paying these extraordinary bills that are in error from ** Gas and we are freezing to add insult to injury.

• Initial Complaint

  Date:02/28/2023

  Type:Customer Service 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.

  My utility bill has gone up over 300% in the last 2 years without explanation. This has happened not only to myself but literally everybody who I have spoken with. I do not have a Leak which is What the customer service person had the audacity to tell me. I don't understand how the ******* Corporation Commission could possibly authorize this flagrant and Unreasonable increase. Please explain.