Southwest Gas
Reviews and Complaints

They're refusing to start my gas because the previous owner never cancelled his service and he has a standing balance, I am being held hostage and they refuse to open an account until I pay for the previous owner mistakes.

I was told it's my problem and I have to pay the owed fees that aren't even mine or else I wont get gas and they're the only gas company in Arizona.

They're claiming it's my responsibility to cancel the previous owner service? that does not make sense in the real world, when a person moves out they cancel their own accounts/service.

it seems like there is a loop hole here where a person does not have to pay the bills and can just stick it to the next home owner.

This morning at approx. 5:32 am, Southwest Gas Company Truck # 3378 blows thru my green light at West Hillcrest Blvd and east bound Deer Valley Road. Waiting to take a left hand turn off West Hillcrest Blvd to East bound Deer Valley Road, I wait for the vehicle ahead of me to make left turn at the intersection. I am ready to honk, because the light has been green. Then Southwest Gas vehicle #3378 blows thru the intersection at a fast speed. I finally caught up to get the vehicle number.

To Whom It May Concern,

How do I describe the right to privacy. When my family bought our home at 4635 N Buffalo Drive, 89129, we wanted to use the full use of our property, and its security. We understood that building a boarder wall would give us the most enjoyment of a private home. We built our wall at great expense. Of course, we understood that a 911 emergency would cause a breach our privacy for all our safety. There have been times that law enforcement had requested entry but would not without permission as it was beyond their authority.

Over the years, we have received mailed notices from different county officials, demanding entry for inspections, and justly so. Never have we had anyone breaching our privacy by ignoring our right to privacy and jumping over our six-foot wall. The Breach was not an emergency and was without legal warrant. When the wall was breached, there was family members that was instructed ‘not answer the door’.

On May 22, 2023, two unidentified men, jumped over my home walked through our property, helped themselves to person items, then jumped the wall as they came, just as a common thief would. I am inventorying my property for all missing items, as the police have instructed me and for their criminal inspection.

On May 22, 2023, I stopped two individuals commandeering a six-foot ladder over the residence of Mr. and Mrs. Favre. Concerned for the safety of my neighbor at 4645 N Buffalo Drive, 89129, I called and spoke to Mrs. Favre, she was beyond upset, as she was not aware of the breach that was silently perpetrating. Mind you, most of the residents in this area are armed and can be caught in a compromised situation. I can reveal more, but because of the ongoing investigation I must not.

I am deeply concerned with the disregard for my safety, my privacy and lack of respect for my personal property.

Sincerely,

Mr. and Mrs. Vega

4635 N Buffalo Drive, 89129

On April 21, 2023 one of your technician removed our gas meter and left a note on our front door, this is a second home so the note was not found until May 31st. In the mean time we received an invoice from you and in very small print in the left hand corner it noted "Final Closing Bill". If you have the ability to contact us if we owe you money, why couldn't someone contact us that there was a problem. What would make you think that anyone would see this note. Upon contacting your office we were told that Southwest Gas would install a shelter for a new meter, however, this could not happen until the end of summer. This leaves our home without heat, hot water or a usable stove. I have not been in the house yet, but pray we do not have damage due to the lack of gas. As a customer in good standing it is very disappointing that you would treat us this way. We need to have the meter reinstalled immediately.

i had my gas turned off on may 4, 2023 for non payment. cause i made a payment online and they said they couldn't see it on their end of the system. so therefor they sent someone over to turn my gas off. which left me confused cause i made a payment online 2 weeks prior. so i called and was told i would get my gas turned back on within a few days. when i checked back a different rep said it would be a week or two.

No paper bill, AS I ALWAYS REQUEST, came to me for February, March, or April and then SWG sends me an email asking for $656 full of late payments. Remember, it is SWG's fault that they did NOT send me a bill and there is NO breakdown available online.

Yes, they did arrange for 6 payments and that is fine with me but charging me $40 some dollars in late fees caused by not sending me a bill is NOT FAIR.

I have a 844 Credit Score because I ALWAYS PAY MY PAPER BILLS ON TIME.

So, SWG fails to send me a paper bill 3 times then charges me late fees.

THIS IS NOT FAIR. And when I called to ask for them to be waived the lady argued with me and refused to do so.

I do NOT like MONOPOLIES especially who treat people poorly and unfairly. I am a 77 year old Senior and I pay on time. So, please give me back the $40 dollars in late fees.

Long time and 3 properties customer, Louis J. Asmo

I received my bill in December for $51 in January, questioned it because It was vacant and heat shut down to 65 degrees and hot water heater to vacation mode. We have never paid over $40 when we lived there in the months of December and January unless we heated pool. Then in January it was over $78 (still vacant) Asked them to come read meters. They just said its cold and everyone is complaining. We didn’t live there and everything was shut down for gas. Our house is 1426 SQ FT.

My house has been empty since the beginning of November and yet I am paying almost $50 each month for gas this does not make any sense I turned The service off today even the person that I spoke to on the phone didn’t understand how I could have a bill this high when it’s been non-use yet they’re not giving me a reduction in the bill it seems to me there is an error on their end

We live in Canada and have owned a home in Surprise Arizona for 20 years. we holiday there infrequently because we still run our own retail business in Canada. We have been customers of Southwest Gas since we purchased our house and have never failed to pay our bills. we were always on a Southwest Gas automatic payment plan. About 1 1/2 years ago or so Southwest Gas discontinued the old automatic payment plan and introduced a new one. We had no knowledge of the change and after a bridging period continuing the old system with the new one, Southwest Gas then closed the old system. For about 6 months we were unknowingly in arrears of payments and we assume that statements were sent to our Surprise home but we did not get them because covid prevented all of our travel to the US. Nobody ever tried to phone us despite the fact that they had all of our Canadian contact information. Paying our SW gas bills has never been an issue. no contact was made, and Southwest Gas elected to cut off our gas disconnecting service without notice. Our house sitter who inspects our house every two weeks noticed the sign on our meter and advised us. After a lengthy phone discussion with my wife and I and Southwest representatives, we finally identified the problem and Southwest admitted to changing the Autopay system without contacting us. It was agreed that they would reconnect our service with no reconnection charges and no late payment charges. On Oct 12 we paid off all outstanding bills in one payment. Southwest Gas committed to reconnect our service. We thought this was done as they promised but we are now returning to Surprise for Christmas and our house sitter had cleaners in the house before our arrival and learned that Southwest failed to get our gas reconnected and we still have no heat or hot water. After another call with Southwest Gas a plan was agreed to that they would have a service technician come to our house on Dec 21. It was agreed when arranging the reconnection that the Southwest Gas technician would call our house sitter (who we pay for) when he is leaving his call heading to our house to give some notice to get to the house and facilitate entry. The technician didn't call until he was at the house and did not provide the time for our person to get there. Our guy Roger responded that his wife could get there and provide access but were told that she would not be approved by Southwest Gas so he left - Dec 21. Later that day Roger went to the house and saw a Southwest Gas Technician working across the street. He approached him and the Technician said that he would be happy to reconnect our service if Southwest approved it. They called and Southwest Gas refused to give him authorization saying that the work is assigned to someone else. Meanwhile we the customers suffer. Our arrival was to be that day but the snowstorm in Vancouver closed the airport and our flight was cancelled. With great difficulty and cost we have rearranged travel allowing us to get to Surprise by the evening of Dec. 23. Today (Dec 21) while on route driving to Edmonton, we called Southwest Gas to urge that they arrange another technician call on Thursday the 22nd to reconnect our gas. We have no heat, no gas for cooking and no hot water and we want to enjoy our Christmas in our home away from home. The Southwest Gas representative (Stephanie) we talked to tried to arrange this for us but said she could not arrange it. We successfully escalated this to a supervisor - Monique Peters. We own a retail large retail store employing 105 people in Canada. I can't remember talking to a 'customer service' professional with such disrespect for the customer. All we want is the gas service we have had for 20 years reconnected in time for us to be in our house comfortably, have the hot water we need for comfortable hygiene and the gas we need for heat and to prepare our Christmas dinner we have looked so forward to. This person, after lengthy pleading totally refused. The first day we will have the service reconnected that they admitted to wrongfully disconnecting will be Dec 27th - 4 days after our arrival. Despite her expression 'I'm sorry', it was obvious that Ms. Peters did not care in the least. Her position from the start of the the discussion was that she was not going to concede and she demonstrated no concern for how this would impact her customer. My professional life is customer service knowing that I achieve nothing without my customers. Representing Southwest Gas, Monique Peters communicated clearly that Southwest Gas has no concern about customers. This would be a simple service call correcting an error her company already acknowledged responsibility for. And to Southwest gas - we urge you listen to the recording of our discussion. Unfortunately it is our Christmas that is ruined as a result - no heat, no Christmas dinner and not even an opportunity for a shower.

Hi,

Two weeks back, southwest gas contractor came in and did some digging in my frontyard saying they want to make sure everything is fine with my gas lines.

After the process got completed, they didn't inform me that they are leaving and I saw many cable lines popping out from the ground. Attached are the photos for reference. Also they didn't do a proper filling job, my backyard stones are covered with mud. Basically made my backyard dirty, I tried calling southwest gas 3 times and the third time someone came in to inspect and tried calling the contracting company (also sent him the pictures) as well and explained them the issue but still no-one turned up to fix the issue, I want this thing to be resolved asap.

On 12/06/2022, I received a notification left on my door my gas was being shut off. Due to "repair on company facilities". This is a residential home. I'm disabled, this was a huge issue. Since it is winter, I was unable to cook, dry clothes and mainly heat my home! When I called to restore service, it was stated to me. The service was "active" and they had no notes stating why service was shut off. I'm currently doing dialysis, which is very debilitating. I can't be available a lot due to Dr's appointments, fatigue etc I want my service restored immediately and NEVER to be shut off again (unless in case of emergency) and an apology letter sent to my home.

Been a customer for years and have never been charged twice for the same monthly payment until November 23rd. My payment for November went thru on the 22nd and then I was charged again the next day for a charge 1 penny less than I paid the day before. I tried calling the customer service number and there is no way to request a reversal. I sent an email and that takes 7 days for them to respond. Can't believe I have to go thru this on the day after Thanksgiving.

I just has the gas put into my name on a leased property it’s been 15 days and my gas bill is almost 200.00 dollars! I live alone I use the gas stove maybe once a day for 10 minutes one back burner to cook eggs. Why is this sooo high? This should be invested by the public utilities commission office PUCO! There is no details on the bill no usage on the bill I’m not paying outrageous fees to be ripped off by them so either they adjust this or disconnect my gas!

Account number: [protected]. I’ve tried for months by to resolve an overpayment issue. My checking account was debited for two payments one of which was made online. SWGas was paid $123.98 on March 1 using the online portal. I received a paper bill a few days later for $141.38. Since the amount was different I wrote a check #1292. It cleared my account on March 8. I assumed I’d receive a credit for the overpayment. I have yet to be reimbursed for the $123.98. My last call to customer service was on June 6 and I was told by Kayden (sp) that I’d be receiving a credit for the $123.98.

I just mailed my payment for the most recent bill of $21.48.

Todd Huff

On March 29, 2022, I was returning home with my son in my vehicle. At the intersection of West Roger Road and North Tuttle Avenue (85705) I saw a SW Gas worktruck and four workers parked about thirty feet from the intersection at Tuttle. There were no flags, no cones, and no movement from the workers.

As I turned onto Tuttle, my vehicle collided with a large steel pole (approximately four feet high) hammered into the middle of the intersection on Tuttle. It was orange (not safety orange, just orange) and it destroyed my drivers' side mirror.

I stopped. The workers were very rude. I asked for a card and took pictures. One of the workers asked me to stay on the scene but I explained I had my toddler in the car, and he needed to use the bathroom and I lived two blocks away. The employee derided me for not being able to stay, and mentioned something about him having kids for some reason. The workers took my information, but didn't apologize, didn't speak, didn't answer any questions about the lack of cones or anything to mark the hazard in the roadway.

I filed a claim with my insurance, but I was determined to be "at fault" for some reason knowable only to God. Probably because SW Gas is a corporation with a lot of lawyers and can do whatever they like to the polity without repercussion.

SW Gas created a dangerous situation by leaving a hazard in the middle of an intersection without any identifying markers such as cones or flags or work signs, denied responsibility, were rude and unprofessional, and now I am responsible for a $500 deductible to repair my vehicle.

I am attaching a photo of the metal pole that was hammered into the middle of the intersection.

They changed my meter and then my $150 rolling credit was wiped out in one billing cycle with a new bill of $189 and as far as they can go back they seen I have never had a $189 bill in their history and yet they can't explain why this is happening. I believe they are doing this with the new meters and adjusting the numbers in office before the bill end dates. I have been writing down my numbers every day for the last month to see if their numbers match and so far they don't but I have to wait a full billing cycle to be sure.

In February 2022 I called SW Gas and requested gas service. The rep looked my address up and then asked if I had a meter outside to which I said no. She then told me I needed to get the city of Phoenix out to make sure I indeed have a gas pipe to service the house. I spent $150 for a city permit and the city came out and confirmed I have a gas line to the house but I needed a pressure device attached to the line to be sure it can hold gas. I was advised to call a plumber and have them out to place this device on the line and then the city would come back out and approve the line if it can hold pressure. I spent $550 for a plumber to come out to the house and add this device. Then I called SW Gas back and requested a meter to be put on and the representative told me she would put a ticket in for new service. On Monday I received an email stating:

The installation of natural gas facilities involves two phases:

Phase 1: Underground Facilities (Main, Service, & Riser) - See Required Forms

Phase 2: Meter Set - Call [protected]

NEVER DURING ANY CALL WITH SW GAS WAS I TOLD I WOULD HAVE TO HAVE AN ENTIRE GAS PIPE INSTALLED FOR GAS SERVICE!

I WAS JUST NOW TOLD THAT IT WOULD COST ME $1500 TO HAVE 60 FT OF PIPE INSTALLED FOR GAS!

WHY WASN'T I TOLD THIS IN THE BEGINNING? I WOULD HAVE ABANDONED THIS IDEA BUT NO ONE HAD THE DECENCY TO TELL ME I HAD TO HAVE ALL NEW PIPE INSTALLED!

I would like a refund of the money I am out ($700) due to SW Gas negligence and not informing me of the state of my property BEFORE telling me I needed to get with the city of phoenix to have a pressure device placed on the line. I should have been notified that the gas line had been "abandoned since 2015" and an entire 60 feet of new pipe would need to be installed.