Recent Complaints and Negative Reviews (91 reviews)
I took the Gas connection two months back and this month we received bill of 140$ and I feel this is too high for a single family home.
The usage is around 100$ and I got a charge for another 40-45$ of maintenance fee which I believe is too high ”
February 1st, 2021
low price and you get what you pay for
“ Due to serious health issues in the household we ended up on disconnect notice. Moderately easy online payment option was removed due to the disconnect notice. Long menu tree to long wait to speak with non-native English speaker (had to repeat multiple sentences due to mispronunciation and weird syllable inflections; not an accent thing, clearly a lack of knowing the words except by reading them thing) to ANOTHER wait to use an automated system "to protect my personal information" and then YET ANOTHER long wait to speak to the representative again. I researched and compared plans during the waits. I'll be paying slightly more per therm with a lower monthly fee and 6 month term. ”
December 29th, 2020
Low price and you get what you pay for
“ Had some serious issues and ended up on a disconnect notice. ONline payments were taken off due to the disconnect notice. Long menu tree to get a long wait to speak a non English speaking (understandable if you listen very closely and they repeat every third sentence 2-3 times) representative. Then, "to protect your private information" you go an automated system where you wait AGAIN for an automated service where you enter all the data on the wonderful cell phone keyboard, and then you go back and wait YET AGAIN for the representative. I researched and compared plans during all that wait time. I'll be changing providers. ”
December 29th, 2020
Wish I had not switched!
Infinite Energy did not tell me when I signed up that their cost to Atlanta Gas is much higher than previous gas companies. I'm not feeling good about switching!!!
I called their customer service and complained that they billed me for 3 times the amount I was paying with GNG, and all they would say is that I have to call Atlanta Gas about it. This is like Bait and Switch!!!! Sue ”
December 28th, 2020
Waking two months on Infinite Energy
“ Waiting too long to benefit from a rate that has since dropped even lower from other companies. ”
August 26th, 2020
Horrible service and communication
“ I lost my small business due to the pandemic, and my service was disconnected when I got behind on my bill. I was offered a prepaid plan to get service restored, at 3x normal price-per-therm. The prepaid plan was described as a flat "budget bill-type" monthly amount plus any overage from the previous month, but that's not the case--the prepayment changes every month. I was given a bill credit for the first two bills, but wasn't told about the reconnection fee, which wasn't charged until the third bill. Now I've been disconnected again even though I paid half the amount due, and there was no notice about the disconnection. I was out of town, arrived home late on a Friday night to a cold house and can't get reconnected for 4 days. (And I'd paid the second half of the past-due bill the day after the disconnection.) At least this time, I was told about the $60 reconnection fee. I had a perfect payment record with GNG for 8 years prior to the pandemic and I'm appalled at their lack of flexibility and horrible communication. I'm currently searching for another gas marketer to try to schedule a switch before the reconnection appointment. ”
January 23rd, 2021
If you want to waste money...
“ 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... ”
January 12th, 2021
Archaic website and faulty system that overcharges if you don't pay attenion
1. The website is as glitchy and non-functional as it could get. Could save a lot if you just take the site down, or at the very least make it accessible! But I guess it makes sense why GNG does not want you to log-in to your site, as they can overcharge you per therm and you would never find out if you are not able to login to review the bill.
2. Regarding the overcharge - signed up for $0.307 per therm (fixed rate - 12mo) and just found out that they been charging me $0.499 per therm all year! Again, shows on the bill, which you need to access your account on the website to find out. Every time I tried to check the account, it would not go forward from the log-in screen and then lock the account for 10 minutes at a time. Finally had to call customer service and have them reset the PW and grant me access.
3. Signing up, again thanks to to the "state of the art website" as their call waiting recording falsely claims, the "state of the art" system seems to have created two accounts for the same house while trying to sign-up. Took over an entire week to get that sorted! How are people still signing up with this company is beyond me!
4. If the customer is slightly at fault, the price per them can jump over a dollar or get hit with penalties and ALL kinds of additional ”
December 29th, 2020
Boo on you
I missed a couple of bills because they went to Junk Mail in email after signing up for electronic reminders. I noticed it 2 days before disconnection and reached out to them to tell them my bank required 3 days to get the money to them which I had scheduled. After being a 100% on time paying customer for 31 straight months they disconnected my service over $112. They must have needed that to re-up their sponsorship at the Gwinnett Arena. I can't imagine what less fortunate people are dealing with in these times.
I get you can't miss but their excuse was they robocalled me which by default came in as a Spam call on my phone and got deleted. They should know all of this stuff happens....guess what you can do, knock on the door before you disconnect me on a day that is 50 degrees and has a low tonight of 40. Merry Christmas a-holes...signed up for another service already!!!! ”
December 28th, 2020
Very poor service
“ Every person I spoke with gave me different information and no one ever called me back or explained any of my billing information. Was given the run around when it came to explaining my bill and changes I wanted to make. ”
December 26th, 2020