Southwest Gas Corporation

The worst customer service I have ever experienced. I am a business owner who was trying to have a discussion about my bill. My rep talked to me as though I was a 2 year old and didn’t understand how gas worked. Think I might need to switch to electricity since SW gas never makes a mistake.

One year later and they tried the same thing, however I haven’t given them access to my bank. I only make payments now through the 3^rd party they accept debit card payments through. I will never allow them access to my money again. They tried to charge me another $ 300 dollar deposit exactly one year later! For no reason! Jokes on them, I will not pay it.

52 reviews and 49 are one star! Haha! That’s gotta tell you something.
I might have to change my star count if I ever actually have to deal with them.
They deliver gas to my house, bill me, and post my payments. That’s their only job and so far, so good.
Oddly — they don’t have a «balanced billing» program.

I don’t have gas at my home, but when a client does or «could,» I have an obligation to find out. When looking for a phone number for Southwest Gas the first thing that caught my eye was Unilocal,and of course I had to read — the wretched and abysmal reviews.
Thank goodness I had the good fortune to speak with Mike L. in customer service who:
1. knew exactly what I was talking about,
2. knew how to make it happen, and —
3. took the necessary steps to make it so!
Within a minute of hanging up with Mike, I received email confirmation from the department (in Southwest Gas) who would handle my request!
Again, thank goodness!

Literally the worst company I have ever dealt with in my entire life. No exaggeration. I have never dealt with, especially so consistently, rude, heartless, unintelligent people. I think because they know customers don’t have an option they think it is okay. Just so frustrating when nothing can be done to alleviate myself from ever having to deal with them. I work in customer service, I am quite sensitive to not taking my company concerns out on the representative. But in most my scenarios, the rep was actually the one who caused the aggravation in the first place.

There should be negative stars to give them a proper rating. They have a monopoly and they make sure to let you know by their incredibly horrible customer service. Their «appointment time» is anywhere between 7:30am and 9:30pm…or later. You can risk leaving a way to get in the house, which by the way they won’t tell you need to do, but if they don’t get in your screwed. Another week of no heat and no hot water. They don’t care because there is nothing you can do. Next house, I don’t care if it costs me an extra $ 100k to only have electricity, whatever… just NO southwest gas ever again. Trust all the amazing horrible reviews they have, there is a reason.

This company is downright awful. Knowing their the only game in town they treat customers like trash. Customer service is rude, and service is beyond slow. Billing is atrocious and their whole system is poorly operated. Need to have service turned on? You will be beyond inconvenienced, need it shut off? Yep you’re gonna have To wait. Have an issue with billing? They will send someone without telling you shut it off and make you jump through hoops to get Service turned back on, even when it was their billing error. This company is horrible. And if there was another option I would’ve already taken my business elsewhere. Southwest gas does not care about it customers and consumers. And they abuse the system because they are the only company available. Shame on you for not treating your consumers better. If there was a zero star option it would’ve been given.

I have been trying for two weeks to get Southwest Gas to turn in my service and still I have no gas. First they made me pay the past due balance on my address that was from the previous tenant and yesterday I left them my key and they said they couldn’t enter because my key was left in my mailbox. I explained to them on the phone that I left it in a decorative box attached to my apartment and that it was not a mailbox. And let’s not get into the incredibly horrible customer service that they have. I really hate the fact that I don’t have a choice but to go with them. They are not a company that deserves my money!

I pay my bills the same day every month, when I logged in to Pay SW Gas it showed I was past due on my account! Apparently they changed my meter read date to be three weeks earlier in the month. I was not notified of this change at all. There was no prorated payment, my payment was the same. The phone rep did not understand my complaint of why I have two 30 day bills in one month. I will have 13 30-​day bills this year. She didn’t understand the problem here! That’s an extra service charge, extra taxes, etc…

Just Horrid customer service. Their way or the highway. They are sending out contractors with no official vehicle or badge and jumping my fence to do repairs, what repairs??? Scared the heck out of me and the dachshund almost bit the dude.
hateful company

How can this company be allowed to do business in Arizona??? You call their number during business hours and you get a message that says we are very busy now so please call back later. No option to leave a message or to call another number… Wow

Worst customer service ever! Incredibly rude on the telephone; expensive service… Slow to respond to activation /​deactivation requests.

My jaw drops every month.
Bill for June, with nobody home… was $ 741.69.
It is not unusual for us to have bills over 1K during the winter months, and we frankly barely use the gas.
We cannot get an audit of this company to save our lives.

Thank you Southwest Gas.
After calling to establish service and was told the hold time, I decided to go online and set it up. Just as I was ready to hit enter the operator answered, so I gave her all the info., only to be told that they couldn’t schedule a turn on date until they received a copy of my lease and copy of my ID, also they would charge a establish service fee and collect a deposit that would could be paid on the first billing. I sent both by email on a Thursday and they called me the following Tuesday to set up the appointment. The rep. was wonderful and could not have been more helpful. She scheduled hook-​up the following day, stating that they would be there sometime after 7:00 a.m. but could not give a window. She said that I would definitely be hooked up even if was into the evening. So, after taking today off work, I was up and ready at 7:00 only to wait the entire day to be stood up. As of 8:30 p.m., they still did not show up.
THIS IS UNEXCEPTABLE CUSTOMER SERVICE.
Thank you for living up to all of the negative reviews that are posted here. Perhaps SW Gas and Comcast can merge and become the worst company in the world. Does SW Gas also make automobile airbags? Perhaps tomorrow I should just install a solar water heater and say «F*** You» to Southwest Gas. So, now the following day, I call Southwest Gas early in the morning to find out what happened, being greeted by a operator who was pleasant and eager to assist. She apologized for the mishap and put me on hold. She then informed me that I did not have an appointment scheduled for yesterday. I explained that I was scheduled but she replied they had no record of it, but would be happy to schedule an appointment five or six days later. At that point I asked to be connected with a Supervisor. «Debbie» then got on the line and seemed to have a chip on her shoulder from the get go. She also said there was no record of my calling to schedule a start up, therefore it was my fault for not calling. She again offered to have service connected next week, so I asked if it could be done tomorrow after already wasting a day waiting. She said «Yes, it could be done tomorrow for an additional fee of $ 15» WHAT A SCAM !!! I will wait until next week and see if they show up on Monday as scheduled. I’m not counting on it…

It’s no great surprise that when a company has a monopoly on a market or product that their customer service sucks. They really don’t have to give a shit because what else can the consumer do? We can’t buy our gas from anywhere else? We can’t tell them to stick their «all-​day appointment windows» up their ass. What do they care that the «operators are currently busy»? They have zero incentive to hire more staff or train them better.
Here’s the biggest insult, Southwest Gas, you’re worse than Comcast.

I wish that I could give this company 0 stars. I have been in my new apartment for several days and still have not been able to get a hold of this company because the lines are always busy. It is chilly outside and my water is unbearably cold to the point of not being able to even shower. I have called several times a day over the passed week and have not been able to get through to them because the lines are always too busy. I have become so impatient with this company. If I could choose a different company for my service I would. I am so disappointed.
I just want to be able to make myself some food and take a hot shower!!!

Awful. Ive been trying to get my gas turned on but when I try signing up online I’m told there is an error with my account, call on the weekdays. I’ve been calling on every break from work that I can and get an automated message that says call volume is too high snd then disconnects my call. It wont even let me wait on hold! I need my gas turned on and this is the service available. Been calling since last week and still cannot even get ahold of a live person. Horrible horrible horrible.

Let’s just say I really hope arizona deregulates on gas. As soon as that happens, I’m giving them a middle finger and goodbye. I hope all of the rude ass employees loose their jobs. They don’t care about us anyways.

My beef is with billing. We moved from SoCal (SoCal Gas) where our last year bill for this month was $ 58. I compared useage and we are almost exactly the same. SW Gas charges $ 109. Since their rates are higher, taxes are higher. Also, their standard fees are double what our old ones were. To add insult to injury, there is a $ 9.84 EEP weather adj charge. I called to find out what that is…“since winter has been warmer and you are using less gas than predicted, we charge that fee.” Really?!? I have to pay a fee for NOT using as much over-​priced gas.
I am interested in seeing if rates go down now that the oil/​gas market is tanking. Doubt it, but we’ll see.

Unfortunately I don’t really have options of going anywhere else. I bought a house and it’s the first house I’ve ever lived in that needed gas. I had my SRP and water turned on same day, no problem. SRP was done online, received a text message 1 hr later letting me know I was good to go, called in for my water, received an email letting me know I was good to go a few hours later. I didn’t have to hang around the house or do anything special.
Now SW Gas, I tried to sign up online, it wouldn’t permit me to and forced me to call in. I sat on hold for 10 minutes and finally got a rep who told me they noticed I wasn’t permitted to do it online and they wanted to check why. Really? You want to check why? I don’t care why at this point, just do it by phone since we’re talking. She puts me on hold, 5 minutes later she comes back, «I don’t understand why it wouldn’t let you, everything seems okay. But let’s get you set up.»
I give her all my information and she tells me I’ll have to sit at my house all day long, 7am to 4:30pm, possibly even later because the Gas company will work late into the night until every single call is complete. I had to take a day off of work so I can sit there for would could possibly be 12 hours if they decide not to show up until the sun goes down.
I asked if there was anyway they can give a courtesy call to let people know they are coming 30 minutes in advance, or even 10 minutes so that I can lock up my dog, make sure I’m not showering, or in case I’m in the backyard doing yard work. The phone rep told me flat out, «No, we don’t do phone calls, you need to wait around the house all day.»
With all of today’s technology I find it hard to believe they don’t have any sort of system set up that tracks the houses they do in a day, and what house they are doing at what time so it can clock the amount of time it takes them per a house. Wouldn’t it be nice if they clicked in their computer for their next assignment and when they did that it sent out a generic phone call or text message letting you know they are heading your way? Or I’m sure everyone now days has a cell phone, the company can’t shoot you a quick text telling you they’ll be there in an hour or two? And hey, if you don’t show up it’s your fault, not the companies because they warned you. But nope, they want people to take an entire day off of work and sit at home the whole time desperately waiting for them to show up. Cause what a better use of ones Paid Time Off.
I’m pretty sure if SW Gas had competition they wouldn’t be treating people this way, but this company is all there is so they can do whatever they want, lucky me, and lucky Phoenix.
Thankfully I’m going to see what I can do about getting my water heater switched from gas to electric so I don’t have to deal with these people ever again.