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:03/23/2025

  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.

  If this is the better Business bureau please call me at ************. I have gotten a huge gas bill because they changed the meter on my side of my house using contractor workers they connected something that's been disconnected even before I bought the house they turned a turn a lever open to something that's not even connected causing a leak and my bill is like just for a short time almost $1,600 I explained it to the ********** and a second ********** and he says he's not sure if he could do anything about it they subcontracted Arizona Pipeline this is southwest gas in ***********. I was wondering if there's any way you could help me I've written the corporate office and they haven't returned any of my messages. I don't know if they're waiting to see what I will do or what.. they had a an oil leak from one of their machineries in my driveway they put like a cat litter down like 10 12 ft on a windy day but even my ring system is messed up. 3 days in a row I couldn't go in the house. All I want is something that's fair what I normally pay because I had nothing to do with this gas leak if they wouldn't have done what they did or if they even tested or look to see what was connected if they would have left things the same replace the meter but left the things the same then I wouldn't have this problem. So I'm looking at just a fair gas bill that's a normal gas bill. I'm sorry I'm sending this message in a hurry because I have to work today so forgive the punctuation I'm speaking into my phone. Just please have someone call me at ************. Sometimes I get a lot of soliciting calls so if you have a chance to text me and let me know that you're calling or even give me a contact number if I'm not able to answer I'd appreciate it I just need some help because it seems like I can't get nowhere.The gas company turned a lever on to a disconnected hot water heater for a Jacuzzi that's disconnected before I even bought the house without checking to see where line went

  Business Response

  Date: 03/31/2025

  The customer's complaint has been reviewed. A voicemail message has been left for the customer in addition to an email being sent asking that the customer contact the designated person assigned to resolve the complaint. 

• Initial Complaint

  Date:09/06/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Gas Company is taking 3 to 5 business days to precess and investigate my lease and validate only. After 3 to 5 business days and being that they were able to validate my lease agreement they will schedule an appointmet. In the meantime I have been without hot water to shower my children ages of 5, 9, 10 along with no gas to provide warm meals to my kids. I have a DCFS coming to to check the home to make sure all services are functioning. Therefore. Tuesday 09/03/2024 I provided my residential address, social security so they can verify im not linked to the previous tenants and date of birth. 09/05/2024 i emailed full lease agreement and they are still talking about the have a lot of people waiting for the same thing im waiting for. If they get supplied by so *** gas how are they taking so long to verify information and leaving new tenants without guys over previous tenants failure to pay. Im not the previous tenant why am i suffering the consequences?

• Initial Complaint

  Date:06/27/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 filed a complaint about a month and a half ago the response I got was that Southwestern Gas was going to repair the ruptured pipe that was broken when they came and did work on my street which they had to adjust or something on my property I have not heard anything since then when this repairs is supposed to take place.

  Business Response

  Date: 07/02/2024

  The customer was contacted and instructed to file a claim with the Southwest Gas Claims department. 

  Customer Answer

  Date: 07/22/2024

   I am rejecting this response because:
  
  See attached 

  Customer Answer

  Date: 10/15/2024

   I am rejecting this response because:
  
  To whom it may concern I have not heard back from Southwestern Gas. Its been over a month that they said the investigation will take place. I would like to follow another complaint on the handling of this situation. Thank you very much.
  

• Initial Complaint

  Date:03/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 am complaining about Southwest gas company. I was out of country for 3 weeks and obv my usage of gas would have been low because there was no one at home. Thermostat was set at 66 and usually it is at 71-72.However my bill came out even higher than the previous month. This makes me question every monthly bill they send, about how accurate it is. This is straight Fraud. When I called them, they just gave me excuses. I was out of country from 02/28 to 03/18

  Business Response

  Date: 04/11/2024

  The customer was contacted on April 11, 2024. It was explained that during the time the customer was away from the home the highest daytime temperature was 68 degrees and the lowest daytime temperature was 36 degrees. If the customer set the furnace thermostat to 66 degrees, the furnace would have cycled on to maintain that temperature in the home therefore continuing to use gas although the customer was away for an extended period of time. This is the first winter the customer has lived in the home and may have been unaware of the impact that furnace usage can have on a natural gas bill. 

• Initial Complaint

  Date:03/27/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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 gas has jumped tremendously, not to long ago somebody came out and told me that they were changing out gas meter covers for free and ever since my gas bill has been jumping tremendously every month.. my bill is over 2000$ dollars.. and gas company wont help me theres no way my bill should be that high.. please help me get them to look deeply into my account please..

  Business Response

  Date: 03/27/2024

  The customer of record was contacted, and we attempted to explain that the large account balance was due to two main factors. The first one is that customers will see an increase in their bills during the winter months due to increased usage caused by colder temperatures. The second issue affecting this account is the infrequency of payments made to this account since the service was started. When trying to discuss this with the customer, he became argumentative and began using foul language, and therefore, the call was ended.  

   

• Initial Complaint

  Date:03/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 complaint concerns Southwest Gas' Energy Assistance Program. (I qualify via Medi-Cal). In late '23, I called Southwest Gas' contractor, ************************* and Associates (RHA) *************), requesting a water heater. A young male Hispanic (name unknown) subsequently came to my house, taking my application. (Incidentally, he also installed a new shower head in my bathroom). But, afterwards, he didn't follow up. For that reason, I called RHA again. It subsequently sent a middle-aged Hispanic man (in Dec. of '23) to my house for a new set of paperwork. I then sent the man a text, in Jan. of '24, asking for an update. He responded with "I'll check." But he's ignored my follow-up texts of both Feb. and Mar. Here's his number: ************. His first name was either ****** or similar. While at my house, he said he worked for *******************. But he was sent by Southwest Gas' contractor.My Southwest Gas account number: ************

  Business Response

  Date: 04/11/2024

  Upon receipt of the BBB Complaint the customers information was forwarded to the internal Southwest Gas department that works with ************************* and Associates. ************************* and Associates administers the program that the customer is referring to in her complaint. The contactor has been in contact with the customer and the customer is scheduled for an assessment on Thursday April 4, 2024. The contractor will update the customer documents during the home assessment and resubmit those documents. 

• Initial Complaint

  Date:02/11/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Since oct 2023 to fabruary 2024 My gas bill increased in 50/60 % more than last year With out explanation And I'm not the only one had the increases I live in ********* and everyone had increased with no explanations of 100$ or more Last year Jan 2023 bill was 200 this Jan 2024 336$ increase why ?? And everyone in neighborhood getting hit by this increase. Gas is essentially to have.. there's no regulations increasing the prices . I hear employees of southwest gas getting lots of bonus of money with all this increase Like I said is an essential resource should be control by government

  Business Response

  Date: 02/22/2024

  We have reviewed the account and the February bill's usage for 2024 was 118 therms $249.74 and the same time period for February 2023 was 182 therms $248.32.  The usage is in line, it is the dollar amount that is higher due to an increase in the monthly gas cost. A letter with detailed information has been sent to ******************** explaining all charges.

• Initial Complaint

  Date:02/02/2024

  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.

  A random charge of $789.26 appeared on my account between 04/28/23 - 05/26/23. This is my first utility account in my life and I know I shouldnt be charged for a service not provided. Call me at ************* Thank you.Acct# ************

• Initial Complaint

  Date:12/05/2023

  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.

  Contacted southwest gas today 12-5-23 about multiple account issues. Initially the company went out to the property to do a meter inspection, and determined that the line between the meter and the house was damaged. They left a notice on the door, even though I only stay at the property 2 weeks out of the year. Prior to me coming out to ******* for a 2 week stay in April 2023 the individual that checks on the property from time to time said there was a notice that the meter had been left off because they determined that there was a leak, but they also stated that they needed someone there before they could turn the gas back on. Finally after multiple phone calls it was determined that the line would need to be replaced. This did not happen until April 2023. A third party contractor hired by Southwest Gas came out and replaced the line and moved meter closer to the house. They then buried the line, and the gas was turned back on around April 18th 2023. I was then out there the last week of April to check on things, and before leaving I turned the valve off at the gas meter as I wouldn't be back anytime soon. During my conversation with a representative with the company she stated that none of the payments I had submitted were processed due to a closed checking account which is incorrect. I asked the representative to verify the name of the bank, she gave me a name that was not even close to the account I could see on my southwest gas profile as payment sources. I then asked to speak to a supervisor who argued with me saying I needed to have the city come out and inspect the line 7 months after the company they hired installed and buried the line. I also noticed that I have been billed for gas service Feb through April while the gas was disconnected, and billed after that even though the gas was turned off to the house. The supervisor stated that a manager could get back to me in 1-2 days. Unacceptable.

• Initial Complaint

  Date:11/13/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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 am a southwest gas customer account number **************** payments were made and when I went online to make the second payment it did not tell me I already had one scheduled so that is my fault but it is ****** and it was taken out of my account twice same time Oct 24, 2023. I called first thing at 7 am to get that returned was told by a ******** should have the funds in my account on Thursday two days later and if not to call back. I did call on that day and was told it was not sent back so she sent the request again. A week went by and so I did another call lady put me on hold and said it could take up to 10 business days. Was never told that before so waited a bit longer. Call back after the 10 days, got *** again, he remembered me. He said the 1st request was sent back as they had to wait for funds to clear??????They both cleared on the 24th of Oct. I can show you a statement from my bank,Well, I had to go out of town for a funeral and never received the funds so I decided to call again today and this guy, his name is ****, told me he was going to send a request back now it can take up to 30 days he said. The best way is to call my bank so I did they said they cannot do anything I have to deal with Southwest Gas. I have even sent emails and no one has responded. I have asked to speak to a manager they said no one is here. I was also told one time if I wanted to talk to a manger, I would be on hold for about an hour or more. I could not wait as I am at work. It has been 21 days and no help from anyone. I am not a rich person so that 400 is alot of money to me and I was going to a funeral with that money I had to borrow it to go.I was hoping you can help give me some answers if the back desk has the request and why they are not doing their job. I am also on hold for ever when calling.

  Business Response

  Date: 12/01/2023

  I spoke to consumer on November 14, 2023, and explained that she had scheduled two payments of $393.57 on two separate days through her MyAccount. The first payment of $393.57 was scheduled on October 13, 2023, at 8:48 am, and the second payment of $393.57 was scheduled on October 23, 2023, at 9:52 am. The consumer was advised incorrectly when told on October 24, 2023, that the overpayment of $393.57 would be reversed and sent back to her bank by October 26, 2023. Due to the payments being made with the consumers checking account, a waiting period of 10 days is required before a refund check can be mailed to the customer. The consumer made the payments on October 23, 2023, so the soonest the refund check could be issued for the overpayment would have been November 6, 2023. Due to the delay, I reassured the consumer today that a refund check would be generated tonight during our overnight processing procedures. That refund check would be delivered to her by Federal Express on November 16, 2023. I have provided her with my direct contact information if she has additional questions or concerns.