ComplaintsforTexas Gas Service Company

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  on 7/2/24 i received an email confirming my gas service transfer starting 7/24/24. the email states there is "no need to be present" for them to turn on the gas at my new address. on 7/24/24 i receive a lime green notice from texas gas service stating "Sorry we missed you, someone 18 or older needs to be present". i call texas gas service on 7/25/24 to find out when they can come back out, the representative tells me that my gas cannot be turned on because the previous tenant did not pay their bill. in the 20 days between the confirmation and scheduled turn on, no one contacted me about this. how would i even know that information? i have paid texas gas service for 7 years and now i have to be specially approved for a utility. i was told on 7/25/24 that i would need to submit my lease and photo ID to their research team, then in 3-5 business days they would "release" my address. so not only do i need to be present, but i have to wait many days without hot water, when i had already planned this. this is a bad business practice that has been an ongoing issue from what other reviews are saying. Texas Gas is our only option. I would love for them to be held accountable for their questionable business practices. How does it make sense to make accounts based on property and not the person? I am being punished for the previous tenant's lack of payment. I hope yall can help. Thank you.

  

  Business response

  07/26/2024

  We have been in contact with the customer and have scheduled an order to turn her gas service on.  She has the direct number to a senior representative if she has any further concerns.

  Customer response

  08/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is almost satisfactory to me.

  *** did reach out to me promptly and worked with ***** to get my gas turned on in a timely manner. I truly appreciate their efforts and understanding.

  Texas Gas Service is charging me $35 to turn the gas back on, even tho it had been turned off after my transfer request. After speaking with customer ********************** I was not able to get that fee waived, unfortunately.

  I am requesting that Texas Gas Service improves their systems and stops putting every single one of their errors on the customer. Charging me more because the previous tenant "did not pay their bill" is not right. It's particularly annoying because my leasing office said they had been paying the bill in the interim.

  This issue is as resolved as it can be, although I would appreciate a refund of the $35. Thanks to Better Business Bureau for lighting a fire under these corporations and holding them accountable.

  
  Regards,
  
  *************************

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our monthly bill from Texas Gas Service (***) on 3/28/2024 was $8,354.41. It was clearly an error; the meter readings printed on the bill make no sense. Our previous bill was $270.84, which is typical. After receiving the bill, I called *** on 4/4/2024. They said they would send someone to check the meter. Our account is on autodraft, and at my request the *** representative said he would turn off the next payment so the amount due would not be drafted from our bank account. The next day, a meter reader arrived and confirmed that the readings were incorrect. Nevertheless, *** drafted $8,354.41 from our account on 4/15/****** called *** on 4/17/2024 to complain. The supervisor I spoke to confirmed that the billing was incorrect, and she acknowledged that I had been assured on 4/4/2024 that the money would not be drafted from our bank account. She said she would request a refund. I asked for a bank transfer rather than a check, but she said they couldn't do that.On 4/19/2024 we received a corrected bill showing a credit balance of $8,243.82. I called *** and was told that no refund had been requested; they said they would make the request, and it would take 3-5 business days to process. I called on 5/6/2024 to check on the status. I was told by a supervisor that the refund request had been approved at every level, and she didn't understand why a check hadn't been issued. She said she would have the head of the collections department call me the same day, but no one called.I called *** on 5/13/2024 and was told that it would take 4 to 8 weeks to review the refund request. I asked to speak to a supervisor, who was unable to provide any additional information or assistance. I asked for the name and phone number of the head of the collections department; she said she didn't have that information.I made several other calls to *** over the past month but didn't document them. They have failed to return calls, and everyone I've spoken to has told a different story.

  

  Business response

  05/21/2024

  We contacted the customer and there was no answer. We were able to leave a voicemail stating this concern has been resolved and may return our call if needed.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Gas was shut off without proper notice. Company was not forthcoming in getting it turned back on. We have 7 month old baby and 6 year old.

  

  Business response

  03/14/2024

  The customer's ********************** was reconnected 3/13/24. All disconnection notices were mailed directly to the property address and notification calls were made to the verified phone number on file. 

• Initial Complaint

  03/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is regarding ****************************** associated with ************** since 2019.I am reporting a violation of The *** FACT Act Red Flag Rule issued by the ************************ (***) under the Fair and Accurate Credit Transaction (FACT) Act of 2003 requires that all creditors, including utilities and telecommunications companies, develop and implement a written identity theft prevention program which is designed to identify, detect, and resond to "red flags" - patterns, practices or specific activities that indicate identity theft.Summary of the Issue:This is regarding billing activity on an account opened at **************, and the unauthorized charges associated with it, somehow I have been charged for this addresses gas services since 2019, yet I have never resided at this address nor am I the property owner, nor have I authorized my billing information to be used to pay for services at this address.In June 2023, I made my account inactive. The account number ending in ********* ********** is associated with a home that I own and am renting out to tenants. I inactivated my account when tenants moved in and tenants opened their own separate account.Despite my account closure, I have continued to be charged for service which prompted me to call customer ********************** first week of February in 2024 on the 6th. The customer ********************** rep confirmed my account closure, was confused, and directed me to Texas Gas billing department. I provided proof of charges and awaited a response. Last Friday, Feb 16th I received a callback and ****** at the billing department let me know these charges are associated with an address I have never resided at. (not even 1 day.) at ***************, an account seems to have been opened with my bank details for payment without my authorization. I have never resided at *************** and have never authorized these charges.By logging into my Texas Gas Service account, I was able to verify that only ******************** is listed in my account name/login details which is correct. (screenshot attached.) I was able to go into my bank statements and see I was fraudulently double charged all this time, all the way back to the time the account at ****************** was opened in September 2019 which is around $1800 of charges.I called the billing number provided by ****** to promptly get this resolved a half dozen times with voicemails and no response. I emailed billing department with a ***** email on February 22nd, again no response. On 2/28 I spoke to a customer ********************** agent who assured me he will provide an update and understood the reason for my complaint and no response. Today 3/6 I called customer ********************** again and asked to speak with a maneger and after reading through the notes I was hung up on. Resolution:I request a full refund of all charges incurred at *************** since the account was opened, Immediately unlink my bank account information on this fraudulent account immediately and ensure no further charges are incurred to my bank.Investigate how this unauthorized account was opened and linked to my bank information.Additional Information:Response Time:I kindly request a response within 2 business days to confirm receipt of this email and outline the next steps for resolving this issue, otherwise I have no choice but to file a complaint with regulatory agencies or a file police report against Texas Gas Service.

  

  Business response

  03/07/2024

  We have visited with the customer and advised to dispute charges with their bank or file a subpoena for records requested. 

• Initial Complaint

  02/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received an out of the ordinary bill. The bill read x-number at the start of the cycle and the same number at the close of the cycle. The amount charged is 10x the normal amount. All gas appliances were shut off during that month as well as all the shutoff valves connecting to those appliances. The residence was empty for that whole month. I requested a technician to check for leaks. None were found and report was filed by the technician that the issue was with billing department. 2 months later i am still going back and forth with customer ********************** because billing does not want to do anything about and they expect me to just pay that amount. Customer ********************** has sent the billing department at least 4 requests to have the issue investigated to no avail. I am now receiving calls that the account is past due and once i explain the situation to the customer ********************** rep, they run through the notes and proceed to request a reason for the bill from the billing department every time. No answer from the billing department. I now have 3 months worth of payments stacked up because i am not allowed to skip the month in question and just pay the subsequent months. What recourse do i have? Can i take them to court so they can finally move on this issue? Is it even worth it or should i just shut up and pay the outrageous bill that i most definitely did not incur?

  

  Business response

  02/22/2024

  We were able to speak with the customer on 2/13/24 regarding their concerns. We also scheduled a follow up call and attempted to call the customer on 2/22/24, but there was no answer. We left a message advising if there are any further questions or concerns, they may return our call at ************.

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sunday July 30, 2023 A gas leak was reported on our property - a small apartment complex.The gas company showed up and turned off the gas. While the gas company was present our master plumber showed up and was able to fix the leak immediately. The representative from the gas company was called away from the apartments and promised to call to let us know when he would return. He did not call or return althougth our master plumber waited at the property all day. Our master plumber received a call after 7pm and apologized for not returning and was told the Gas company would arrive at the property first thing Monday at 9am. At 9am our master plumber went to the aparments again and waited for the gas company reps to arrive. They did not arrive until after 11:30am. At that time, they were able to inspect 2 aparments out of 20 apartments and were called away again. They promised to return in 1 hour, once again, they did not return and my master plumber and team waited all day. Finally the next day, after our tenants had been without hot water or being able to cook for 2 days, the gas company finally showed up, inspected all 20 apartments and turned the gas back on. Now We are being charged $1,720. The charge should have only been $175 but since the gas company failed to show up as promised we had to pay our plumber for 2 days of waiting and doing nothing. I would like our gas bill to be credited for the excess of $1,545. I had to call the gas company repeatedly. I was treated horribly by customer support.

  

  Business response

  08/14/2023

  We have contacted this customer regarding their concerns and addressed any questions they had. For further questions or concerns, they may call ************.

  Customer response

  08/14/2023

  Complaint: 20420989
  
  I am rejecting this response because: the representative did NOT offer any solution or resolution. This is NOT acceptable at all. 
  Regards,
  
  *******************

  

  Business response

  08/15/2023

  We visited with the customer on 8/7/23 regarding their concerns. We advised her we are unable to credit or reimburse the invoice she received from her plumber. The account reviews display our representatives followed the correct process. Any invoices billed to the customer by a qualified ********************** agent they hired, are the customer's responsibility.

  Customer response

  08/15/2023

  Complaint: 20420989
  
  I am rejecting this response because: it was Texas Gas they requested my master plumber be there and that the representative would return. The representative never returned and then the next day we had an appointment at 9am and they requested a whole different process for inspection by with my plumber  the representative didnt show up until after 11:30an and inspected only 2 units then left again promising to return within an hour but never returning until the next day  The Company was very unprofessional and inconsistent  I am disgusted at how this situation was handled  and it was totally at the mercy of the gas company  and they caused the over billing cost my plumber charged. its totally unacceptable the way the company is responding and the company should be more gracious  its all documented  

  
  Regards,
  
  *******************

• Initial Complaint

  03/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This provider circumvents Texas Administrative Code Title 34, in denying production of duplicate billing statements to their customers, in order for the customers to request an exemption of natural gas taxes pursuant to Rule ***** of the Administrative Code. Requirement of the Texas State Comptroller in issuing a refund of taxes is to provide an actual copy of the billing statement. Texas Gas Service refuses to give copies of billing statements, instead giving a billing history printout which is not acceptable to the Texas state auditors, and thereby circumventing the process required by the Texas Administrative Code to allow commercial businesses to claim a refund of natural gas taxes.It is requested that Texas Tax Service immediately rescind this policy, and to comply by allowing customers to request and to receive duplicate copies of billing statements.

  

  Business response

  04/11/2023

  We have left a voicemail for the customer to contact us back. The requested statements will be mailed on 4/12/23

  Customer response

  04/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The last time I paid my gas bill was on 01/07/2023, ever since then I havent received any bill. When I checked my account it stated inactive for some reason when I have been living here since November. There were no disconnection notice or any notification that my service would be disconnected. When I tried contacting them about this unusual situation I was told that someone had marked my unit as vacant and was told the problem should be fixed. Today 03/17/2023 my gas was turned off by Texas Gas Service without any notice! I am extremely frustrated right now because out of all days they pick the last day of the week that they are open and now I am stuck without hot water and heat for the weekend! This is utterly ridiculous, I have no idea why this predicament has occurred and now I must suffer for a silly mistake made by someone delegated by Texas Gas Service. This is wrong all around and I couldnt go without reporting this. Texas Gas Service you are wrong! No one should have to endure this, especially when bills are paid on time! I hate this has happened but now theres no undoing the disconnection for the next 2 days. Horrible job Texas Gas Service you do not inflict an inconvenience like this on people!

  

  Business response

  03/21/2023

  The customer's ********************** was turned on 3/20/23

  Customer response

  03/21/2023

  Complaint: 19617091
  
  I am rejecting this response because: it doesnt explain why my service was turned off initially and if there isnt a good explanation then that warrants an apology. 
  
  Regards,
  
  *****************************

  

  Business response

  03/21/2023

  There was a new service request from another customer for this property. That customer requested a turn off order recently and we had no record of any new customer requesting **********************. The billing will be adjusted to bill the correct customer for the usage. 

  Customer response

  03/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *****************************

• Initial Complaint

  01/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Today, January 13th, I received an email stating that my bank account had been declined for a transaction from Texas Gas in which was $176.16. I had paid this exact amount on Monday January 9th and have three images to prove it. Now, confusingly, my account states that I have a balance of $176.16 due today, yet it also says right below the balance that I made a payment today for $176.16. Keep in mind that I submitted this payment last weekend and it was accepted on the 9th. The most inconvenient and stressful part about this is that I called their customer ********************** number ending in **** and its more of a payment option rather than a customer **********************. I called the number three different times and tried out every button and every time resulted in an automated voice and not the information or help I needed. I tried to find an email in which I could explain all of this too them and attach the images but I cant seem to find one. It should not be this difficult to get ahold of a utility company. I am extremely stressed that I might get my gas cut off for a reason that is not my fault and I have no way to stop it.

  

  Business response

  01/13/2023

  We have visited with the customer and resolved their concerns. 

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We received a gas shut-off notice and had our services cut off yesterday due to failure to make application for natural gas service. I called immediately to figure out what this means and was told that services had not been switched over from our builder to us (we moved into our new build home about 5 months ago). However, this is simply not true - and now we are without gas or hot water, awaiting a pending technician to come out but also told if they dont make it today, it could be a week or two before someone can turn our gas back on. I have email records of my having called the gas company two weeks before our closing date in July and initiating an account (which we have had for the full 5 months), as well as confirming a start service date for the day after we closed. Any confusion about this happening is on the gas company. They sent me confirmation that the deed was done. I am almost due with my first-born and am thankful this didnt happen when she arrived and when hot water is especially necessary for sanitary reasons. I can only imagine how devastating this could have been for us, or could potentially be for any other customers in a similar situation. The gas company should check their records or attempt outreach before severing services. In this case, especially when the error is not on the customer.

  

  Business response

  12/15/2022

  Our records indicate service was to be turned on in the builders name 7/19. Upon arrival, an issue was found with the customers riser and yard line that required resolution before connection. The customers move in order was canceled until the repairs were completed, however, the customer was not notified. We will address this internally. The builder resolved the issue and gas was turned on in the builders name 7/26. The service was turned off 12/7 at the builders request.  The customer requested *************************/7 and the service was restored on 12/8. As a courtesy, we have waived the connection fee and attempted to speak with the customer unsuccessfully.

  Customer response

  12/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

*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. ↩