Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:07/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:05/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:05/11/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:05/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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. 

   

• Initial Complaint

  Date:04/15/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We got behind on our bill because we thought we were on auto drafts. We tried to get caught up by making an online payment of about $250. When we checked the bill the following day, it said we still had an outstanding balance... the only company that I am aware of that would not update my balance due when I submit a payment. So I was under the impression it didn't process, or maybe I missed a step. So I resubmitted. NOPE. They took the amount twice. On top of this, they turned our hot water off after putting a notice on our door 48 hours prior (how we realized we weren't on auto pay) and proceeded to tell us that they couldn't turn it back on for 6 days following us resolving the bill. Hot water is an essential service in *******. My bill was paid and we had to go nearly a week without hot water. When we asked for a refund of the double payment, they advised they would keep it on our account as a credit and only when we escalated were we advised that they would send "whatever is left" back via check after 2 billing cycles. This is absurd and it is unfortunate that this is the only gas company option as they operate as if they can do whatever they want, rather than caring for their customers and being accountable for their actions.

  Business Response

  Date: 04/24/2024

  According to Company records, the customer scheduled a payment of $245. 25 on April 10, 2024, at 8:54 p.m. The customer received confirmation of this scheduled payment via his online account on the ******************** Gas website. The customer scheduled a second payment of $245.25 on April 11,2024, at 12:30 p.m. The customer received confirmation of this scheduled payment via his online account on the ******************** Gas website. The customer contacted ******************** Gas on April 15, 2024, and requested a refund of the second payment of $245.25. Per Company policy, it was explained to the customer that refunds can only processed for overpayments after 10 business days. Southwest Gas received a notification from the customer's bank on April 17, 2024, that the second payment of $245.25 would be returned for insufficient funds. 

• Initial Complaint

  Date:03/01/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened an account with Southwest Gas in August of 2014 to provide gas to my residence. Until July of 2023, I had no issues with my payments and my account was always current. My banking situation changed in July 2023 from the account that the payments were automatically drafted from. On September 9th 2023, I got a notification I had a bill due and I was behind. I quickly ran online and made a payment of $88.48. At that time I saved my new payment method my understanding was that my payments would be deducted out of the new payment method. Skipping forward, for me what was out of the blue, I got a notice around 2/16/2024 saying that my account was seriously past due and I was at risk of service interruption. Again I quickly rushed to my phone and made a payment in full of $233.78. Also, contained in the letter, was notification from Southwest Gas advising me that THEY felt it necessary to tack on a $200.00 security deposit to my next bill.I sent them an email that night explaining the situation to them, that my bank account had gone through some changes and that I would be able to set the account the account up on AutoPay as it was before but that I did not authorize or find it necessary for the 10 years of on time payments to have to pay them a $200 deposit. They replied promptly that they felt it necessary to put the deposit on the bill and gave no explanation other than the recent late payments. On 2/29/2024, I received a email from Southwest Gas for my normal bill plus the $200.00 security deposit. On 3/1/2024, I sent them an email correspondence asking them to provide me anything I consented to when the account was opened that stated that they can tack on security deposits at will. They replied and mentioned nothing that I consented to or agreed to that indicated that they would be able to charge this deposit to my account as THEY deemed appropriate. My expectation is that Southwest Gas agrees to waived the security deposit from my bill.

• Initial Complaint

  Date:02/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got behind on my gas bill thinking it was on ACH, called to pay the bill and get it turned back on, paid $600 was told by the guy on the phone he couldnt even see the payment of $600 so I paid another $500 plus another $353, they turned my gas back on, the $600 payment also posted, so I called for a refund, they told me it would take 30+ days for a refund. How on earth can you take my money in a matter of minutes but it takes 30+ days to get a refund? Ive never had this issue, I bank with **** of America, longest Ive ever had a refund take is 10 days. Its been 27 days and Im still waiting. I called to double check they had actually put the request in and was told it was put in but its probably my banks fault, like its a debit card its not rocket science! I just want my money back

• Initial Complaint

  Date:02/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Southwest gas is up to something very deceptive and shady. **** resided at the same residence for the past 6 years, our gas bill has averaged around $80 for the past 6 years until last month where our bill increased by approximately $200. We went through the entire High bill investigation. On the first visit our meter was swiftly replaced and the technician found no leaks inside the home and the pressure test he performed passed without issue. He opened up the furnace and made note that the furnace was not over consuming fuel and insinuated that maybe we accidentally left the furnace on for a few days. I told him we have the nest thermostat that shows our usage history and absolutely nothing was out of the ordinary. A second visit occurred and the technician just aimlessly walked around our home acting like he was completing some sort of tasks. And when he would walk into our garage alone he would begin to cuss and use profane language as if he were speaking to us, smile ***** you were on camera. This tech proclaimed a mildly dirty air filter was the cause of the high bill. Laughable. I then called to speak with a representative about potentially getting a credit. I spoke with ***** (what a way to conceal your identity). She had mentioned that the high bill was due to the fact that we have been underbilled for the past 2 years and this was a catch up bill due to some inconsistencies with their internal system and told me its because when the battery inside the transmitter for the electronic reading begins to die they get false readings. If so, then couldnt that be a potential cause for the inaccurate bill? She proceeded to tell me there was nothing she could do beside put me on a payment plan. It felt as if every representative we dealt with was coached to not give out information and it just feels like a cash grab. If this is the case then why were we not informed of the additional charges on this bill and a breakdown of the additional charges?

• Initial Complaint

  Date:02/14/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Southwest gas is killing the residents of ********* with increases that are unaffordable. Bills are doubling and even tripling for some. I have less usage this year than last at same time and cost is more than doubled. This is ridiculous. Sounds like the execs need to give up the higher pay and bonuses and stop passing these frivolous charges onto us. We are already hurting from all the other inflation costs. We all understand inflation but your charges are not inflation, it is pure greed.