“ Finally, a real person in customer service! Bryce was exceptionally polite, professional, knowledgeable and patient. He thoroughly reviewed with me all my options and I ended up with a great rate. I would not hesitate to recommend IE. ”
“ About one month ago and in response to an ad, I signed up with SCANA as our natural gas supplier at a rate of $0.369 per therm for 18 months. Today I received a "Welcome to SCANA Energy" letter that stated the rate is $0.5690 per therm. I neglected to read on and thus missed the Application discount of $0.200 per therm. Instead I called SCANA and, unfortunately I was rather rude to the representative that took my call. I therefore wish to apologize to the poor woman who had the unfortunate task of taking my call on or around 3:40 PM on November 26. ”SCANA Energy responds December 3rd, 2018:
John - Thank you for taking the time to write us a response. We recently changed the way we displayed the discounts and you aren't the only customer who had the same experience and reacted the same way. Needless to say, we have changed it to display as before and we do thank you for choosing SCANA Energy as your provider! ”
“ I am a new resident to Decatur, GA from out-of state. Relocating is not easy. The ease with which I was able to set up a new account with SCANA energy - recommended by a realtor - and get connected to electronic billing helped to make my move much less stressful. ”SCANA Energy responds May 9th, 2018:
Thank you Jennifer for choosing us and to your REALTOR for the referral! Please let us know if you ever need anything. ”
“ I found the ordering experience to be very easy. I saved a fair amount by switching to Constellation. I have just completed the first billing cycle. I have no complaints regarding the billing. No problem reading/understanding the billing statemen. So far, I am very pleased with Constellation and would recommend them to family or friends looking for a new gas provider. I have not needed to contact customer service. ”Constellation responds September 26th, 2018:
We are so happy to hear that you had a great experience with Constellation, its been our pleasure! ”
Love Scana, but there is a problem getting bills out
“ I am co-owner of a property management company and we use Scana on a consistent basis when a property turns or the Landlord pays the utilities. In January we didn't receive our gas bills for a property we manage in Hiram, GA. We paid in February, but incurred a late charge. March 27th, we finally received the January statements in an envelope dated March 25. This incident was really not a big deal and is our only complaint. I just thought Scana might want to investigate where the hiccup occurred. Otherwise, Scana is by far the easiest to work with and has a very good customer service department. ”SCANA Energy responds April 15th, 2019:
Thank you South Metro Rental Homes for taking the time to write us a review and for being our customer! If you'd like us to review further, call us at 1-866-498-0409. ”
“ I ordered online and did not deal with a rep initially. So no major issues though everything was online including my billing statement which I really didn't like ”Infinite Energy responds May 2nd, 2018:
Hi, Denise, I realize this is an old review, but we do have the option to have your bill paperless or mailed. So I'm not sure if that was ever sorted out for you, but I wanted to let you know you have a choice. ”
“ Why is Georgia Natural Gas disconnecting people at this time and charging additional deposits to reconnect gas for those who can barely pay the bill. This is not helping hard working citizens who are trying their best to stay afloat during a Global crisis that is not their fault. Im am shocked and appalled as well very disappointed with GNG to find this out when it recently happen to me. I am left in a bad financial position now but will be able to find a way to adjust and recover. But for those who simply do not have the money to pay the bill in the first place due to COVID circumstances and will also be required to pay a hefty deposit fee ($150.00) + $60 reconnection fee along with the full past due and current charge well that is really unreasonable and contributes to the problems that have been exposed in 2020 in regards to the United States of America and the treatment of it's American citizens. ”Georgia Natural Gas responds December 10th, 2020:
Good afternoon. We are concerned about your negative experience. Please email us at firstname.lastname@example.org with the GGS Case# 5956666 in the subject line. Please provide your contact information so we can reach out to you to discuss the situation. ”
“ I signed a contract for .40x per therm and once I received my billing statement, they charged me .55 per them. Lady on the phone was combative. She checked my contract after giving me an ear full. Stay out. ”SCANA Energy responds August 6th, 2019:
Shawn-We are sorry to hear this, and we recently did change the way the rate displays on the welcome email and letter. It also appears they gave you a lower rate in a future call. Thank you for taking the time to write your concerns and we will review the call for opportunities to review with the rep. ”
“ My apartment was in a fire on 9/11/208, I called in the week after to cancel my service, however, my service was never canceled, I am not sure why? I spoke to so many customer reps to resolved the problem everyone I spoke to before Ms. Marrie, was being rude and very disrespectful until I email customer service with pictures of my burn apartment building and my statement of when I moved out on 9/11/2018 because of the fire. They were still billing me for the service even though no one was living in the unit because of the fire.
I email customer service with pictures of my apartment building BURN DOWN and the statement of me move out on 9/11/2018 and Marrie Castilon was the only person who helps me out of the 5 or 7 other people I spoke to before. she called me the day after I send my email and my problem was resolved she took care of the outstanding balance of what I was billed for. I am so grateful for her help everyone else I spoke to assume I wasn't telling the truth. Thank Marrie Castilon!!! I am so great full for your help!!! and resolving the issue. ”
Gross incompetence in resolving billing/payment issues
“ Currently owed a credit balance. Have been told three times that the check is in the mail. Have not received it. Doubt I ever will.
One address, one house, one gas meter .... three accounts (my former husband, the new homeowners, and me) all associated with the service at one address at the same time.
I requested discontinuation of service on 11/14/17 because House was sold and closing was scheduled for 11/15. Provided forwarding address for final bill. Received a HUGE bill and disconnect notice. I contacted GNG at which time GNG threatened to cut-off service if I did not pay the current amount due by phone even though I did not live there and had paid already. GNG had credited my former hisbsnds inactive acct. instead of my acct. They said they could not debit his acct and credit my acct for the payment; however, that is exactly what they did.
I have been told three times that they would refund my overpayment, but as of today I have received nothing but credit balance statements.
Gross incompetence in accounting practices and billing resolution. ”
“ Walton EMC is a gas services intermediary here in GA. With them getting paid to facilitate gas service for GNG, they are not a walk in the park to work with. Namely on renewal of service. The notification and renewal structure they have in place is more aligned with jacking up your price per therm than it is helping the customer get the best deal. They imply technology and other means to collect their fees (I literally got text messages when my bill was coming up, when it is due, when it is past due with links directly to the page to pay) but dont have the option to receive notification when my contract was about to expire and my price per therm was about to rise over 250%. We post it on 2 billing statements before your contact expires is the rhetoric they use, but when you thrust e-bill statements down my through every time I log in, I dont get the bill to see the notice. You literally have to log into your account, navigate to the actual PDF paper bill, not the account summary or ledger but download and view the bill, to see this information. This is a blatant failure to the customer which is why I emphatically implore people reading this to use another provider. Bill went from $60-$90/month to over $200/month due to contract expiration. It is obvious they would rather have your contract expire, even for a month, so they can take all of your money and potentially leave you out in the cold... ”