Recent Bad Reviews

“  I was on a 24 month plan I thought but turned out was only a 12 month plan and that was fine . So now Im being charged $340 gas bill and noticed Im being charged 1.97 pre therm when new comers are being charged 61 cents pre therm . Wow not a very good way to treat long term customer . I do hvac for a living and already checked for gas leaks and I have only two gas appliances in my home and they are high efficiency systems. No way should my gas bill be this high. ”

“  As many others have noted, GNG decided to auto-renew my plan to their highest cost variable plan. I previously always had the fixed rate plan. I was a customer for 4 years. They did this right before Winter started. I spoke with their customer service and confirmed that this is their policy to auto-renew customers who don't select a plan. Historically my highest Winter bills have been around $220 max. I was charged $450 and then $600 for two months due to the plan switch. When speaking to customer service they indicated they notified me, but I checked my emails and received nothing from them on notifying me about a renewal. Customer support could not verify with certainty on whether any notifications went to me. They offered me a single $150 credit to apply to only the $600 bill, but I don't find that acceptable. The ethical thing to do would be to update my bills to reflect the same fixed rate plan I was on, or provide a higher credit amount, but this was not something they would be willing to do. If they would have done this that I would have forgiven them for the matter. I am expecting another bill soon as well which will likely be in the $500-600 range. I will be calling them again in a few days to see if they can provide any credit for the next bill. I'll update this review with their response.

This policy of theirs to auto-renew to a different high plan instead of renewing the existing plan is immoral and a reflection on their greed to take advantage of their customers. I was speaking to an Atlanta Gas Light technician who came to my home for other reasons, and he told me that this same situation has happened to several other individuals that he recently visited, including several elderly people. I decided to switch gas providers because of the principle of this. It is a shame to see companies hunger for money take precedent over customer service and ethical business practices.

When shopping for gas services I would advise everyone to ask what their auto-renew policy is. Apparently, this is common for several companies in this industry. ”

“  I changed from GA Natural Gas to Scana and told them not to begin change/service until after GA Natural Gas contract expired and provided a date. They did not listen and I was charged a $50 penalty for early termination.
When I attempted to have this corrected I was told to contact a third party who handled the changeover???? ”

“  Even if you barely use the gas the fees will bleed you dry as well ”

“  The sign up for the provider is a bit misleading at best. They have a rewards program. It does give you credit per se. But only for mostly online deals that amount to not much and the $100 credit reward is thought to be a cash credit. But is a really online entries credit to possibly win something. ”

“  I tried to connect the gas service for my new house but I couldnt do it because the last owner didnt pay the last bill! I sent them proof that I was the new owner but they just took too long to resolve the issue! It looks to me that they havent been trained for this situations and they just dont care! There isnt good communication between departments and they just keep going back and forth! ”

“  This morning, I woke up to find that I had no heat or hot water. Upon reviewing my account, I saw that my previous bill was paid in full on the 25th of last month, and I made an additional full payment today. However, I received no prior notification of a service disconnection.
I checked my customer portal, email, text messages, and even my physical mailthere was no alert or notice regarding a shut-off. When I called Xoom Energy, a representative informed me that my service was disconnected yesterday at 2:24 PM while I was home. My bill was due on the 26th, and the service was disconnected on the 27th without any attempt to notify me.
This lack of communication is unacceptable, especially from a major corporation. Customers deserve proper notice before their essential utilities are disrupted. I am raising this issue not just for myself but for all individuals who may have experienced similar treatment. I request an immediate explanation and resolution regarding this matter. ”

“  shame on me for letting the rate plan lapse. they socked it to me with a therm rate 2x for several months for my lack of attention due to autopay. ”

“  I called to cancel because I was moving I paid that final bill that they sent for them to skip a month then send another bill in the mail for the following month saying that I missed last month and I have a late fee. Not once have I even missed a payment and how am I late for a month that I was not supposed to be charged for when I cancelled the month prior. They are horrible. ”

“  This was my first experience with having to get my own account from a gas company while living at an apartment, so I understood that the cost would be higher to begin with. However, I was not anticipating how much I would pay for an account versus how little I was paying for the bill itself. About five months into having an account, I did miss a payment and had my gas shut off (understandably so). However, getting it turned back on proved to be difficult. This is something you have to call for, and when I did, the person I spoke with on the line was rude and dismissive. I was unable to get my gas turned back on until later the following day since they had to come down from Atlanta. While on the phone with the representative, she took my payment for the fees to reinstate my account and to have someone come turn on the gas. Then, on my next bill, the payment showed up again. At first, I didn't think much of it, assuming maybe there was something they missed, but when the following bill had the turn on fee again, I knew something was wrong. When I called, they explained that I could not get the extra fee refunded and that I could only have it be credited toward a future bill. WHile this was not ideal, as I didn't have any wiggle room in my budget at the time, I had to go along with this. Then, on the next bill, they only credited part of what they owed me. I had to call again, and instead of crediting the remainder to the bill that was crafted and soon due, I had to wait until the following month for that part to come through.
After this debacle, I decided to turn on autopay. I had missed a bill before, and this whole process of getting it sorted out was nothing short of a nightmare, so I figured I would do myself a favor and ensure I would not miss another bill.
At the end of my contract, I received an email asking if I wanted to renew my contract. As my lease was ending, I did not, so I logged in to see what to do. The only option I saw was a button to say if I did want to renew my contract but nothing if I did not, so I (wrongfully) believed that it meant I did not need to take any further action. I saw nothing that said that I needed to call to cancel my account or that the end of the contract does not equate to the end of my account. I moved out of my unit at the end of August, and when I received a bill from GNG in September that autobilled, I assumed it was the remaining costs from the last billing cycle. When October rolled around, I got another bill, this one even higher (about $60). When I opened the bill and looked at it, it was for August 27-September 16 (keep in mind I moved out early/mid August). I called GNG and spoke with 2 representatives, as well as speaking to my apartment. They will not refund the amount and claim it was my responsibility even though I did not live in that unit and had not been in that unit for some time. I do understand that I made a mistake in not seeing the fine print, but as I was moved out and my lease was over, this should not have been my responsibility to pay. ”