Southwest Gas

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.

A few months ago (back in Sept 2021) the gas meter was relocated for some reason and since that time I've started receiving gas bills over $300 a month.

No one can tell me why the bill is so high. Of course this hasn't stopped the high bills from coming or the disconnection notices that have been attached to some of them.

I do not have a lot of items that run on gas. Actually I only have one item that uses gas which makes the cost of my bill even more odd.

LOCATION: 1081 S Dutch John SPring Court, Green Valley, AZ. 85614

I received a high gas bill for June 2021 and called southwest gas. After an hour wait, the representative said I must have used more gas. I questioned this as things were similar as they have been and I had never had a bill this high in summer. I then received a very high bill in July 2021. I again called and waited on hold at least 45 minutes, and this time the representative agreed that the bill was excessive given my usage history. She suggested someone come out and test for a leak. This suggestion was NOT made on my previous call a month earlier.

Gas company came out and found a leak outside in the ground far out in the backyard. I never smelled gas or would have called. The likelihood of smelling gas in a remote outside area is small. The gas tech never smelled gas either. They turned off the gas to the house and told me to have the line capped off and to let them know when it was done and would turn gas back on.
After the repair, I had to wait another hour to speak to someone to turn the gas back on. I was told no one could come out for 3 more days! after speaking to two more supervisors, I was at least able to schedule them to come out and turn the gas back on.

My complaint is the $180 bill for gas which resulted from the leak because the gas company did not check for a leak the FIRST time I called and allowed gas to leak around my home for over a month. After turning off the gas, they had to spend 1/2 hour releasing the gas from below ground to make it safe and asking that I leave the house for safety. Clearly the tech's were concerned.

I want to negotiated this bill. I should not be responsible for $180 due to negligence on the part of Southwest gas. If I had not called a second time and questioned them, this could have been a very serious problem.