I have been a GNG customer for several years. I have always had a fixed rate no higher than .50 cents per therm. I received a slightly higher bill in summer months ( May- September) I was astounded when I received my bill in October and November 2019. THE BILL TRIPLED, resulting in an average of $400. I phoned customer service in November 2019 to get a better understanding of why this happened. I was told my fixed rate was adjusted to the highest rate within their plans. I was baffled. The representative was extremely non nonchalant. She offered a $25 credit and said that's it! I asked to speak with a supervisor ; it took almost 20 minutes to get a supervisor on the line. BTW, the representative informed me that a supervisor would not do anything else to help in this matter before she transferred the call. Unfortunately she was correct. The supervisor was very brash and blunt. She was very condescending during the call. SHE TOTALLY IGNORED THE FACT THAT I NEVER RECEIVED PROPER NOTIFICATION OF MY BILL CHANGE....THE SUPERVISOR SAID" MA'AM, WE HAVE OVER 500K CUSTOMERS, WE DO NOT HAVE TIME OR THE MAN POWER TO NOTIFY EACH CUSTOMER OF A CHANGE! I ALSO ADVISED HER THAT I HAD SPOKEN WITH SEVERAL REPS FROM APRIL - AUGUST WHEN CALLING IN TO PAY MY BILL AND NO ONE EVER MENTIONED A RATE CHANGE. As I saw the supervisor could have cared less about my plea, I gave up. She assured me the rate plan would be changed THE DAY I ENTERED THE NEW AGREEMENT AMOUNT.A few days ago I received a bill almost 7 times more than average bill. Immediately I phoned customer service. I explained what happened in the initial call . The rep was nice in explaining the whats and whys but could do nothing but offer a $40 credit although she was made aware of the BOGUS bill. I asked for a supervisor. ********** IT TOOK 52 MINUTES TO CONNECT ME WITH A SUPERVISOR. Tulio, THE SUPERVISOR CAME ON THE LINE AND APOLOGIZED THAT HE WAS UNABLE TOHELP ME BECAUSE I INFORMED THE PREVIOUS REP THAT I WAS GOING TO REACH OUT TO CORPORATE AND WRITE A REVIEW ABOUT THE POOR SERVICE I WAS RECEIVING. after being on the phone a total of 1 HOUR 15 MINUTES, I STILL DO NOT HAVE A RESOLVE. ALL I WANT TO DO IS PAY THE CORRECT AMOUNT FOR MY BILL. IT IS UNFAIR THAT I HAVE TO PAY 21 DAYS OF AN EXORBITANT RATE BECAUSE OF HOW GNG'S BILLING SYSTEM IS DESIGNED.
THIS EXPERIENCE REALLY HAS LEFT ME THINKING..... IT'S SIMPLY NOT WORTH DOING BUSINESS WITH GNG IF THIS IS THE EXPECTATION OF QUALITY OF SERVICE. ”
Rates are competitive and there is often a $25 discount when you renew but not always.
4 months ago, I transferred apartments within the same community due to loud neighbors living a floor above me. Keep in mind the largest bill I received was $77.
I move into the same size apartment within the same community, just in a different building. I called GNG and the rep advised the variable select plan is the most economical plan they have.
February rolls around, and my bill is over $1100. I call to get an explanation under strong assumption that this is a faulty meter reading or a system error. Nope! I was billed at such a high rate and when I tried to get a supervisor, all I was told was none are available and that since this was the plan I chose I couldnt do anything but pay the bill or my service will be terminated until the account balance is cleared. I disputed the meter reading with Atlanta Gas Light, they performed a meter check and told me the reading was accurate.
So I make 2 payments of $350 over the next few billing cycles, because how can one expect me to pay the entire bill at once, right? WRONG!!! Just today, less than 3 weeks after making a payment for $350, without any heads up, letter or phone call, my gas was cut off. How did I find out, I tried to bathe my 4 year old and the water was so cold she screamed. My 2 year old son is anemic and requires the heater on, and now we have to bundle him up air right so he wont get cold. Worst part about it is I have to wait until the morning to have service restored, because the amazing customer service center is only open during business hours. Hands down the worst company I have dealt with in my life. No morals and theyll do any evil act to their customers all because they slap them with an insanely high bill and expect it all to be paid immediately. Pathetic ”
“ Fairly new customer that figured out that I was being charged 1.50 therm when the going rate is .50 therm. Really? Where is the trust ”
“ This guy mr. James smith was so wonderful and caring we need to have more guys like him in this world... That is just so sweet and caring for people.. I give him more than a 100% ... He work out here in the rain for me and my kids... I can go on an on about him.... He is a very good and a good sense of human also.. Lol... He really need a raise and atlanta gas really need to keep him on.... I over love his sevice and he is very excellent with his work... I just want to thank you mr.James smith for you hard work and for today... This is one of the reason i am going to stay with atlanta gass because or him...... 5 stars... And 2 thumbs up.... Great job... ”
“ I got with Ga. Natural Gas back in May of 2018. My price per therm was 38 fixed. When I called them, they said I was on a variable rate and it was 1.59 per them. That's insane. I switched immediately to another company.:( ”
“ I was a faithful customer of Georgia Natural Gas for a couple of years until they decided to double my per therm rate. So with every other gas company in Georgia having lower prices I decided to leave them. Problem is that the process took 3 months to complete the switch during which time Georgia Natural Gas was able to charge me their variable rate ($1.58 per therm) causing my bill to be triple what it normally would. When I approached them about it they said they are able to do that since I did not sign a new contract with them. DO NOT GO WITH GEORGIA NATURAL GAS but if you do be ready to switch months before your contract expires once they double your rates. ”
“ I have been a customer for over 12 years, i always paid my bill, never got disconnected. Lately, i had a sugary and i was in bed for a while, one mornings i woke up feeling very cold, i found out that my gas was cut off...i called, paid over the phone and explained me situation...nothing worked, i was without gas (heat) for several days, sick in bed...bad customer service, no one to talk with. ”
“ After the final closing on our old home, I called the next day and requested gas cut-off. I was told the service would be disconnected in a few days and we would receive one final bill, which we did and we paid it. Then we got another bill the next month. Turns out they never shut off the gas or closed the account. When I called they refused to accept responsibility and wipe the bill from our account. Claimed that I "disconnected the call" before the request was complete. What??? Why on earth would I do that? They claimed that they had a recording that "proved" the call was disconnected. I asked could there have been a glitch in their system. They told me NO. Really? That's not at all possible? After years and years of paying every bill on time, they couldn't work with me to wipe this erroneous charge from our account. Customer blaming. Take responsibility. Complaints have been filed with the Better Business Bureau and Georgia Public Service Commission. ”
“ My bill was approx. $231.00. I paid 97.91 on June 11th. I received a disconnection notice on the June 14th. On the 18th of June I paid 100.00. I always pay online. My final charges were 95.70, which I intended to pay July 6th, my payday. I received a bill July 5th with new charges plus pass due, 95.70. Leading me to believe that I would not be disconnected, since I had paid $100 of a 133.00 bill. Much to my surprise, by 2:00 pm my service was shut off. Needless to say I was very angry. I had made a good faith effort to pay my bill and customer service rep bragged that they just turned off service on a customer for a penny. How shameful!!! Additionally, Im paying $80.00 extra in fees even though I paid 3/4 of my bill. When I called GNG after paying the 100.00 the automated system did not say I was going to be disconnected, the system told me my balance. Once again leading me to think everything was ok. So much for being a long time customer. ”
“ Been with GNG for 15 years. I had a fixed rate when I signed up and never received any notices to renew or change. I was confused that my bill was going higher and higher each month and decided to check out other companies. On April 15 I called Scana and was given a lower fixed rate and signed up. On April 16, I received an Email from GNG offering a lower per Therm and 12-month Fixed Plan IF I stayed with them as they had received a request from Scana for a switch in providers (Scana uses their pipelines). It was only then that I found out I was on a varible rate! I wanted to stay with GNG so I called GNG because I didn't want to change after 15 years and customer service stated I didn't have to do anything like calling Scana because my service would not start with Scana until May 1, 2018. Mind you, Scana had already contacted them. I decided to call Scana anyway. This was on April 20. Scana said they couldn't cancel my order because it had already gone in. May 21, I received a bill for $100.00 cancellation charge from GNG after she knew FULL well before she took the order I couldn't cancel with Scana.GNG is shabby and treats their customers like puke. The State of Georgia does not have a Utility Commission for grievances so they do what they want to customers. Now I am paying 2 GAS Bills per month a budget reconciliation bill of $800.00 from GNG and regular billing from Scana. Never missed a payment in over 15 years and I feel like they took me for my $100.00. Will never EVER deal with them again. Their customer services rep. need to be told it's ok if they don't know the answers to questions. They act as if and tell you anything and the customer loses in the end. They misled me and I feel it was on purpose. GNG KNEW on 4/16/2018 that Scana would not cancel my service when I entered service with them and the Customer Service Representative lied about I "didn't have to do anything" when I asked specifically if I should cancel Scana service! I know what was said to me! ”
“ Service Rep was not helpful at all. She really needs some serious customer service training. I have never lived anywhere that I had to have natural gas for heating. I was home 3 -4 days each week and kept temp set at around 65 when I was home and off when I was not home. I live in South GA so we have very little cold weather. I live alone and do not understand how my bill could possible be so high. Around $300 for one month and almost the same for another month. Before next winter I will have all electric heating. ”
“ Disconnected my gas on two different occasions after I made my monthly payment. ”
Ive been with Georgia natural gas for over 20 years. 2 years ago I got into the guarantee billing program after two years of being in it instead of automatically renewing they did not. They said I was supposed to call but they didnt tell me that when I was on the phone with them. My monthly bill got up to $237 then I called to try to get some help with getting back into the guaranteed billing program But I still had to pay that bill plus more because it takes one to two billing cycles to get back in. So even though you might be a long-time customer and theres nothing they can do to help me and so Im switching companies.
You try to do things to make things simpler. If it was something you subscribe to your automatically in until you call to end it but not in this case so that seems to be a way that they can try to get more money out of you if you forget to do that. ”
“ Very disappointed in the service that I received last week understand it was the holidays but I had to be without gas for over a week me and my children and here it is really winter so freezing freezing freezing it took them over a week to get it cut back on that's just not right ”
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. ”
I made a mistake in trusting Ga Gas for my new service. I ordered the service, then they gave me eight hour window for me to wait for them to turn the gas on. I contacted the other Gas Marketers. They told me their time window is only two hours.
I have phoned three times trying to get to someone who will give me an approximate time-within two hours-of their arrival. No one show respect for us and give me an approximate time. After three phone calls, they are still only giving me an eight hour window.
Next time I get service, I will hire a different Gas Marketer. Georgia Gas has been very disrespectful. If I told a customer of my employer I couldn't give them a time within two hours, I would be fired. Georgia Gas doesn't respect their customers. ”
“ As a first time renter, getting my gas set up through Georgia Natural Gas was quick and easy. Although I cannot really speak on the pricing since I have nothing to compare it to, they have been very easy to work with and my bills come in at an affordable rate each month. Overall, I would recommend them to anyone looking for a gas provider. ”
“ On hold for long periods of time ”
“ We received great service when we moved in our apartment. We fell behind one month and the service was disconnected. The bill was paid and service was restored asap. Everyone is friendly with great customer service. ”