Complaints

• Initial Complaint

  02/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our gas meter was found to be leaking for the past 6 months (at least) and Southwest Gas refuses to do any billing adjustment, meaning we have been paying for gas that's just been leaking from the meter (which is the ******* responsibility to maintain, not the customer's). The leak was repaired by a ****** technician on 1/22/25 but as of 2/3/25 they refuse to adjust my bill. The customer service person I spoked to said that it's company policy not to do any billing adjustments even in the case of leaks, and is common with all utilities, but I have had several billing adjustments done before with previous utilities, so what they're claiming is just completely untrue. I would like a billing adjustment and/or refund applied to at least my current bill, and preferably also my other bills dating back to August 2024 (when we moved in and started service with ******).

  Business response

  02/07/2025

  The customer has been contacted, and it has been explained that the leak reported on January 22, 2025, was a non-registering gas leak occurring at the meter and was therefore not affecting the customer's monthly bill. The customer is seeing a slight increase in usage which is due to seasonal temperature changes but is far below what the previous owner who used the gas furnace to heat home saw during the winter months. 

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Upon requesting a start of service I was given a appointment for activation, I wasn't home for the appointment windows. So the service wasn't completed. I called them to inform them that no one needs to be home because the service that needs to to be activated is outside of the unit. The representative stated that they still needed to come inside the unit. I scheduled another appointment and the representative informed me that I would get a call when the technician was close. I spoke with a supervisor to express my concerns about having to be available when the service connection was outside. When the appointment came again they were late, I didn't get a courtesy call. So I called in to inquire about the technician and was told that they don't make calls and that someone will be coming and not to leave. I express my frustration about having to take off work to be available just to have the technician come late, I asked to speak with someone to make a formal complaint and was told someone would reach out to me within 48 hours. 20 minutes later I get a call from the technician saying that he was on his way. When he arrived he did the service connection and gave me some literature and left, he never asked to come inside the unit for anything. After waiting the 48 hours I called back to inquire about why I didn't receive a call and was told that the request is in the notes and someone will contact me soon. It's been 2 weeks and no one has reached out to me. I would like to be refunded my deposit for my troubles and unsatisfactory customer service.

  Business response

  12/09/2024

  A thorough review of the customer's request for service and subsequent telephone calls has been conducted and due to the delay in establishing service the customer's request to have the security deposit and service establishment fee waived has been approved. The customer was contacted and advised of the reduced amount due after the fees had been reversed. 

   

  Customer response

  12/10/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ******
  
   
  

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Gas meter was replaced, I was never notified by the person when he arrived on my property to do the work and no appliances were ever tested or validated before the worker left. Now my firepit and pool heater are not igniting. I have opened a ticket and called several times and the answer I keep getting is, not our problem. I need someone to validate that there is gas going to my appliances on my outside gas line and that there is enough pressure and that there are no gas leaks.

  Business response

  10/01/2024

  The customer's account and the service order completed on September 5, 2024, have been reviewed. A voicemail has been left providing the customer with the name and phone number of a direct contact person who will be able to schedule a service order for a technician to check his outdoor appliances. In addition to the voicemail left there was also an email that was sent to the customer with the same contact information. Once the customer contacts ******************** Gas the service order can be scheduled for the next available day and there will be no cost for the service order to the customer. 

   

• Initial Complaint

  09/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After being hospitilized for all of 2023 my gas bill was large as were my other bills. Southwest gas opted to shut me down. They opened my back gate without warning. My dog escaped, she was killed by a car hit. Recently I was contacted by the new renters of that house I lived in. They cannot get new service connected until I pay my outstanding bill. Not sure what anyone thinks about this, but one shouldnt have to sacrafice their companion over a bill. This is the first this company will hear about this. I didn't notify them because I know they could care less. Thank you for that Southwest Gas. Appreciate that.

  Business response

  10/01/2024

  The customer's account has been reviewed and it has been determined that the final bill or satisfactory payment arrangement must be made before services can be restored. 

  Southwest Gas has received a request from someone claiming to be a new tenant requesting service in his name. Per our verification process and contacting the homeowner/landlord a new tenant has not moved into the home and the homeowner/landlord has verified that the same tenant is still residing in the home.  All future requests for service at this address will need to be verified as long as the account balance remains unpaid. 

   

   

  Customer response

  11/21/2024

  I already filed complaint and got a response and could not find how to respond. Case ************* There is no where that says respond. My response to Southwest Gas is as follows: I must express my disappointment. I am no longer residing in the rental property where they allowed my dog to escape while disconnecting my gas service. Tragically, my dog was struck by a vehicle and passed away. They have not addressed the incident that resulted from their actions in opening my gate to terminate my service. As a customer, it is unacceptable for me to bear such a loss involving my companion. This situation is unjust. The new resident informed that ****** did indeed NOT contact the landlord.

  Business response

  12/06/2024

  If the customer would like to file a claim, she can contact the Southwest *************************************** by mail at:

  P.O. Box 98510 

  ********* Nv. 89193-8510 

  or by email at:

  ***************************

   

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/11/24 I opened a ticket (Ticket *************) for 811 to dig on my property. This involved having the various utilities mark any connection for services in temporary paint, which goes away after a brief period of time. I do not have gas being provided by Southwest Gas as a utility. A contractor for Southwest painted yellow markings in front of my house on the street in permanent paint. This was not necessary as there is no gas service to homes on the street and property. Secondly, the company is supposed to use temporary paint.I take pride on my property and neighborhood and the permanent paint detracts value and visual aesthetic value when viewing new property in a new community. I now have a new problem of unwanted paint on my property that I did not have.I would like to have Southwest Gas or the contractor, ELM Locating Dispatch remove the permanent yellow paint markings. I called ELM Locating dispatch a month ago to report the issue. The paint has not been removed or cleaned up.

  Business response

  09/23/2024

  Upon receiving the BBB Complaint, it was forwarded to the appropriate department for further investigation. Mr. ******** has been contacted and informed that the marking paint that Southwest Gas and our contractors use is a water-based paint and not meant to be permanent. An inspector visited the property this morning and removed the marks with soapy water and a brush. Mr. ******** was provided with before and after photos of the paint removal and provided with the direct contact information of the manager who he spoke to if he has any additional questions or concerns. 

   

  Customer response

  09/23/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *** ********
  
   
  

• Initial Complaint

  09/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been trying to get a hold of Southwest to get my account number except nobody wants to call me back and I dont have a way to call them because they keep transferring me to different different places

  Business response

  09/12/2024

  The customer contacted ******************** Gas via the Contact Us link on the Southwest Gas website. The customer was requesting the account number, which was provided to her September 9, 2024, by email. 

   

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 8th they were working on putting a new valve in my neighbor's yard (Lot 23). They had a small piece of machinery they were using on this day. When I got home from work, they had finished on the neighbor's property and thrown signs in my yard. They also hit a drain gutter with the machine or signs as there is redish paint on where it was hit. We spoke with the supervisor of the crew on duty at the time. He stated, "when they hit things they are supposed to tell us "After speaking with his crew he came back and stated they all said they did not do it. I lost water twice. My Lot, along with 30 plus other lots due to the recklessness of this crew. I have tried several times to contact corporate to discuss the matter in which they do no return my calls. The crew was extremely careless on the property, and I would like my property repaired. *Images included*

  Business response

  07/30/2024

  Southwest Gas attempted to reach ****************** multiple times to follow up on her BBB complaint. ****************** complaint was forwarded to a Southwest Gas Construction supervisor regarding the damages that were done at ****************** property during construction. The issue was that ****************** trailer park is unable to locate or verify where the water lines are located on the premise. ****************** should have been contacted regarding her complaint by the supervisor to make arrangements to replace the drainpipe. A message advising this information was left on ********************** voicemail. 

  Customer response

  07/30/2024

  I have received notification in person as well on voice mail.  Yesterday I was contacted by the supervisor ******************* who said he was having trouble finding a replacement as he needed a 2x2 pipe and asked if I knew where he could find them. I replied I didnt and he said he would continue looking and if I found one to let him know.  As of today the pipe has not been replaced, although they say they will replace it.  Once it is replaced I will close my complaint. I appreciate their efforts so far.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In the last 12 months, I have paid ** gas ~$1500. My actual use during this period is ~$1400. I was on their equal payment plan with autopay. This changed quarterly, and I averaged ~80/month. In January, I received a $600 bill. The ** Gas rep told me it was because they undercharged me and this was the catch up month. Since the bill recalibrates quarterly, this does not make any sense. I was then told to stop autopay and get on an installment plan, where I pay $122/month x 5 months, in addition to my new usage. ** Gas did not do this however and has since been sending me monthly bills that are inconsistent in different places on their site. I just received a notice that said I've been late three times (not true!) and they're going to charge me an additional security deposit while my current bill states "Nevada Disconnect Notice." I've been paying them every months and paid them $500 last month, at which point I was caught up on payments. My new bill says I owe $400. Please investigate whatever fraud they are committing.

  Business response

  06/05/2024

  The customer was contacted on June 5, 2024, by a Southwest Gas representative. The customer was enrolled in the Equal Payment Plan/*** and the customers settlement month was in January 2024. The *** settlement month coincided with a period of time where natural gas prices were at their highest. A thorough explanation was provided to the customer as to what the effects higher gas natural gas costs can have on a customer's bill. In addition, the customer was advised of the revamped Equal Payment Plan/*** that is now available that no longer includes a settlement month. Due to the customer having an excellent payment history with Southwest Gas three late payment charges were waived and the customer is not in jeopardy of being billed a security deposit or being disconnected. 

   

• Initial Complaint

  05/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been receiving huge amount of bill from *****. I dont even use a air heater I am allergic to air heater. The amount is insanely huge billed me around $800 for 2 months. This May 2024 they asked me to pay twice of a total of almost $500. In the ***** WEBSITE I am enrolled in equal pay of $81 per month and I never had that services. ***** Adjust my bills its ridiculous, Im barely home. WHO CAN AFFORD A WEEKLY INCOME BILL JUST FOR GAS?

  Business response

  05/24/2024

  The following email was sent to the customer in response to the complaint that was filed. 

  In response to your Better Business Bureau complaint, we have reviewed your account and determined that on February 13, 2024, we mailed a monthly statement in the amount of $362.82, which is your settlement month for the Equal Payment Plan. You contacted our office on February 28, 2024, and requested a payment extension until March 15, 2024, to make your payment of $362.82. At the time, you also requested the cancellation of the Automatic Payment Plan/APP, which would ensure that the amount of $362.82 would not be debited from your checking on the due date of March 4, 2024. Southwest Gas received your payment of $362.82 on March 11, 2024. We can confirm that you are enrolled once again in the Equal Payment Plan/EPP at $81.00 per month until the next quarterly review at which time your EPP payment amount may either increase or decrease. You have also been re-enrolled in the Automatic Payment Plan/APP. When you log into your MyAccount it will verify enrollment in both plans and also reflect a credit balance of $12.60. The credit balance of $12.60 is due to the reversal of two late payment charges ($4.20 + $8.40 = $12.60)

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family recently moved in to a new home in ****. After setting up utilities with the city, they informed me that all utilities were taken care of. This is not SW Gas' fault, but I was not aware I also needed to set up an account with them.This morning we found out gas was shut off. Although at least one adult has been at home all day for the past month, and although we've regularly scanned our mail, we had not received a notice that there would be a shutoff. With all the furniture on the patio and cars in the driveway, it is obvious that the home is occupied.Coincidentally, my son and I are also sick, and have had to try to bathe ourselves in painfully frigid water. To their credit, they offered to expedite the technician's service, but we will still have to wait three days before having warm water. If there's any outcome to this, I wish that SW Gas would take better care to notify customers before a shutoff which could negatively impact their health. Especially when, like in my case, the customer is capable of making immediate payments.

  Business response

  05/24/2024

  The customer contacted ******************** Gas and requested service via the Southwest Gas website self-service option on May 10, 2024. The customer scheduled the service order for the next available day, May 15, 2024. The customer then called ******************** Gas and requested an earlier date than the order was originally scheduled for by his wife. The representative explained that a same-day service order was unavailable but was able to expedite the service order by two days and reschedule the service order for May 13, 2024. The service was completed successfully, and as a courtesy, the Service Establishment Fee was waived. 

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩