ComplaintsforGas South, LLC

• Initial Complaint

  01/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My ordeal with Gas South has been deeply frustrating, marked by misinformation and poor customer service. Initially, I sought their guidance as a new natural gas user, but the advice given, particularly regarding rate plans, led to significant financial detriment. I was incorrectly assured that the variable rate plan was beneficial, not informed it was promotional and would increase, nor that it would be cheaper than contractual rates during summera blatant falsehood.Efforts to resolve these issues were met with dismissive responses. Claims that my enrollment was self-service without consultation are false; I had guidance from their reps. ************* their assertion of unsuccessful contact attempts is puzzling, as I have no record of such efforts.The reduction of a previously offered $50 credit to $25 by senior management not only adds insult to injury but questions the efficacy of senior management in resolving customer issues. This experience has demonstrated Gas Souths reluctance to offer transparency and fair resolution, misleading both customers and regulatory bodies alike.This saga has not only led to financial strain but also highlighted Gas Souths disregard for customer welfare and regulatory compliance. It serves as a cautionary tale for current and prospective customers about the importance of diligent oversight and the need for systemic changes within Gas South to prevent similar experiences for others.

  

  Business response

  02/06/2024

  Greetings.
  
  After review of the account, we attempted to reach **************** twice by phone on February 2nd,2024. **************** emailed ** and explained that he has noted our several missed calls however, he only wishes to communicate by email. During the email conversation on February 2nd,2024, **************** expressed his concerns. **************** missed his renewal for his rate plan and as a result, was reverted to a variable rate plan. As a resolution, we offered **************** a credit in the amount of $110.00 to compensate for the difference in his rate plan change on his most recent bill. **************** did not wish to accept the credit and has not responded to our attempt to resolve this matter by email since.
  
  If you have any additional questions, please feel free to reach out.
  
  Thank you.

  Customer response

  02/06/2024

   
  Complaint: 21227034
  
  I am rejecting this response because:

   

  Dear Gas South,
  
  I find it necessary to address a recent claim made by your team suggesting that I rejected a $110 credit offer and have failed to respond to your emails. This assertion is not only inaccurate but also misleading, as I have actively engaged in this conversation, seeking a fair resolution to the issues at hand.
  
  For clarity, and to correct the record, I did respond to your offer in a detailed email, expressing that the $110 credit, while a step towards acknowledgment, falls significantly short of compensating for the financial impact of the misinformation provided by Gas South over the duration of my service. My response, sent within a reasonable timeframe, outlined a willingness to negotiate a more equitable solution, suggesting a compromise of a 50% reimbursement of the overall difference in cost between the variable and fixed rates for the entirety of my service term. This was a gesture towards finding middle ground, not a flat rejection.
  
  Furthermore, I must reiterate my position regarding communication preferences. As explicitly stated in previous correspondences, I have chosen to limit our interactions to email to ensure there is a clear, verifiable record of our discussions. This decision was made due to past discrepancies in verbal communications and is aimed at preventing further misunderstandings.
  
  It is disconcerting to see Gas South misrepresent my engagement with this process, especially on public platforms such as the Better Business Bureau. This approach not only undermines my attempts to resolve this matter but also highlights a concerning pattern in how Gas South manages customer complaints and communications.
  
  I urge Gas South to review our email thread meticulously to verify my engagement and the substance of my responses. Ignoring or overlooking my replies, then claiming non-responsiveness on my part, is not only unfair but also indicative of the very issues at the core of my complaint.
  
  I expect Gas South to take this matter seriously, to accurately represent my position and responses, and to engage in a genuine effort to find a resolution that truly addresses the cumulative impact of the issues experienced. Misrepresenting my actions or responses does not contribute to a constructive resolution and only serves to exacerbate the situation.
  
  I await your corrected acknowledgment of my response and a revised approach to addressing my concerns. Lets proceed with transparency and a genuine commitment to resolving this matter in a manner that is fair and just for both parties.
  
  It has become evident that even my attempts to engage through email are also being misrepresented by your team. Its disheartening to see my responsiveness questioned, particularly when your initial message was sent on a Friday, and I replied promptly within the next business day, that being Monday at 12:30 PM.
  

  Sincerely,
  
  ***********************

  

  Business response

  02/28/2024

  PSC/BBB Complaint-BBB Complaint#********
  Gas Account#********** & ********** *************************
  
  After a review of the accounts, we are working exclusively with the ************************* (PSC) to provide an adequate resolution for the customer.Upon confirmation for this resolution, we will communicate again with the Better Business Bureau (BBB). Please let us know if there are any further question or concern at this time. 
  
  Thanks, 
  Maoula

  Customer response

  03/01/2024

   
  Complaint: 21227034
  
  I am rejecting this response because:

  I do not want this case to close, as I have supplied ******* with all the information they should need to deliberate swiftly on this case, and the decision is to be made on March 4th. Seeing as though this falls within my 7 day response window, I reject the response on the principle that we shall know more within the week.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In Nov 2023, I signed up for Gas South to stay on 1.1.24 for 6 months. I then found a cheaper ******* Gas Provider than Gas South. On 12.6.23,I spoke with ***** at Gas South. I canceled my contract with Gas South as I found a cheaper provider. On 1.30.24, I received an e- mail from Gas South. I was told that my Gas South Service started on 1.1.24.I had canceled service with Gas South on 12.6.23. Gas South told me that I had been slammed. In addition I was told that a second Gas South Account had been set- up for me on 1.30.24. Not only was my cancelation ignored, I no longer had service with ****************. I had signed up for 6 months of service with True to begin on 1.1.24. True charged me $150.00 break contract fee. This has been a poor experience. I was treated disrespectfully by Gas South and was in the middle with both Gas South and True. This is not the way to treat anyone.

  

  Business response

  01/31/2024

  Good afternoon, 

  We apologize for any inconvenience that you have experienced with your natural gas service.  *********** Light does not discuss or initiate marketer switches.  Please contact **************** at ************ or Gas South at ************ to discuss concerns regarding your marketer switch.

  Thank you

  Customer response

  01/31/2024

   
  Complaint: 21225361
  
  I am rejecting this response because Gas South was not contacted by BBB for slamming me into service I did not authorize. 
  Gas South needs to be responsible for their actions by initiating service when they were told I did not want service  
  

  
  
  Sincerely,
  
  *********************

  

  Business response

  01/31/2024

  Hello, 

  You have filed your complaint against *********** Light.  *********** Light is not a marketer and does have control over marketer switches.  This concern must be discussed with the marketers, **************** or Gas South. 

  Customer response

  01/31/2024

   
  Complaint: 21225361
  
  I am rejecting this response because two complaints were  filed against Gas South and **************** separately. 
  

  I never mentioned or filed a complaint with *********** Light. 
  

  Responses are needed from

  Gas South and ****************. 
  
  Sincerely,
  
  *********************

  

  Business response

  02/02/2024

  Greetings.
  
  After reviewing ****************** account, we were able to call and speak to the customer on February 1, ****. We informed ************** that *********** Light has confirmed they received the slam order and have started the process to revert the customer back to ****************. We assured the customer that the services with ********************** have been cancelled and ************** will not receive any billing from Gas South. **************** will rebill ************** which will remove the Early Termination fee that was applied. This matter has been resolved through *********** Light's process. *********** Light has also confirmed that they will reach out to **************** with this update. We also emailed ************** confirmation that her accounts with Gas South have been cancelled for her records.
  
  Please let me know if you have any further question.

  Warm Wishes
  Roshea

  Gas South!

  Customer response

  02/02/2024

   
  Complaint: 21225361
  
  I am rejecting this response because:

  This is an illegal action that Gas South did. 
  

  Unknowingly I was slammed illegally by Gas South.

   

  Gas South cancelled my service unknowingly with ****************  

   

  I have had to make multiple calls to straighten this out  

   

  The attitude at Gas South is certainly not supportive of consumers  

   

  I find Gas South a terrible excuse for a business and will never recommend them to anyone  

  Who is stopping Gas South from doing this again to others unbeknownst to them?

   

   

  
  
  Sincerely,
  
  *********************

  

  Business response

  02/02/2024

  Greetings,

  While we do empathize with the frustration this matter may have caused, we are able to confirm that this has been resolved through *********** Light's process. There are no further actions that we can take at this time as this matter has been completely resolved. We do greatly appreciate the feedback and are glad we were able to resolve this matter. 

  
  Warm Wishes

  Gas South

• Initial Complaint

  01/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I would like to report that I had a rate of 59 cents that jumped to a rate of $1.79 which is three times the rate I had chose. I was told this occur because I did not pick a plan or with no one contacted me through email. I work out of town and no one has been at the house. My bill has risen from $40 and $259 which means I may have to do with bills get paid this month go to the lack of transparency. I also believe that practice borderline extortion

  

  Business response

  01/31/2024

  *********** Light (AGL) is the owner of the existing infrastructure. *********** Light is responsible for the maintenance of the gas pipelines, meters and the distribution of natural gas. While we are responsible for delivering natural gas, the natural gas marketers manage billing, price plans, and collections - we do not have access to any customer billing.

  To dispute the price per therm rate, ******************** must reach out to his natural gas marketer, Gas South, to seek resolution regarding his per therm rate.

   

  

  Business response

  02/05/2024

  Greetings,
  
  After review of the account we spoke to ******************* on February 5th,2024 regarding his concerns. We explained to ********************* the reason his rate plan increased is because his renewal was missed which caused the plan the change to a variable rate. ******************** is now on a lower rate plan at $.59 per therm. We also applied a credit in the amount of $100 to assist with the higher bill. ******************** was satisfied with the resolution.
  
  Warm Wishes
  Roshea

  Gas South

• Initial Complaint

  12/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to express my deep concern about the disclosure of my nonpublic information to credit bureaus and the resulting inaccuracies on my credit report, causing significant financial and emotional distress.In accordance with 15 USC **** Section 602, I possess the right to financial privacy, expecting the confidentiality of my information.Additionally, 15 USC **** Section 604(a)(2) emphasizes that a consumer reporting agency cannot furnish account information without my written instructions, which I have not provided.I have identified errors on my credit report originating from GAS SOUTH, adversely affecting my financial well-being. I urgently request the correction of these inaccuracies.Lastly, please be reminded of 15 USC 1666(b), preventing creditors from treating payments on a credit card account as late under specific circumstances.For your reference, my account details are as follows:Account Number: 3650****I request a thorough review of my account, prompt correction of credit report inaccuracies, and strict adherence to federal laws governing my information.Failure to address these concerns may necessitate legal action. I anticipate your timely response and resolution.Thank you for promptly attending to this matter.Sincerely,*************************

  

  Business response

  01/02/2024

  We are in receipt of the BBB complaint filed regarding the disclosure of your non-public information to credit bureaus.  We are unable to locate a record of that address as having service provided by *********** Light.  Additionally, *********** Light is not responsible for billing customers or reporting to credit bureaus.  The marketers are responsible for billing concerns.  Please contact Gas South at ************ to address your concern.  

  

  Business response

  02/06/2024

  Greetings.

  After review of the account, we reached out to ************** by phone at ************ on February 2nd, ****, February 5th, ****, and February 6th,**** to discuss her concerns. We were unable to reach the customer and left a voicemail on each attempt. Gas South has 2 phases of our collection process. Debts on inactive accounts remain in office for 180 days (6 months). During the 6 months we attempt to reach the customer by phone and email reminders regarding the unpaid balance. After 6 months the unpaid debt is sent to an external collection agency. This is why ****************** account has now reached external collections. 

  If you have any additional questions, please feel free to reach out to us! We will be more than happy to assist.

  Thank you!

  Roshea

  Gas South!

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had Gas South since April 2023, due to the area in which I live. Early in the year, they sent someone out and my gas was disconnected in error. I let it go. Today. I am filing a compliant because I have been without heat in my home since November 2023. I paid the bill and no one showed to reconnect the service. I was told that they would need to come inside of the home but they turned the service off without having to enter the home. Dec. 6th, a tech came out between 8am-12noon, for reconnection and left a note on the door while my son was home, bottom level, which is required for anyone to enter my home. After 1pm, my son the door to a rescheduled note because no one was home. The tech did not knock or ring the doorbell. Today, I have an appointment between 4pm-6pm, I asked if I could have the tech come closer to 6pm because I am working and I also asked for a credit due to the fact that it has been several week without any gas in my home because no one came out and did their job. The manager I spoke with continued to give excuses with both request. Just in case anyone is asking why did I file a complaint. I want a $300 credit for my account due to the level of importance of this complaint.

  

  Business response

  12/14/2023

  Good afternoon,  
  
  BBB Complaint- #********
  
  Gas Account # ********** *********************** L
  
  After review of the account, we spoke with the customer on December *********. We discussed the customer's concerns. The customer explained that she was unhappy with her natural gas services being inactive for several days after being shut off due to nonpayment. We extended our apologies to the customer as the appointments  for turn on were missed. The natural gas services were restored on December 13th,2023. As a courtesy, the customer's reconnection fee of $60 was waived.
  
  Please let me know if you have any questions. 
  
  Thanks, 
  
  Roshea

• Initial Complaint

  12/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On October 19th, 2023, I attempted to renew my gas service. I was given an account number of ********** and a You selected our OnePrice Plan. Your price is $145.00 for 12 months. However, this plan was never put into place by Gas South. Instead, this account was cancelled without notification by Gas South and instead I was placed on a variable rate plan with the account of **********. When I contacted Gas South, they placed me on a OnePrice Plan of $155.00 and stated that they could no longer honor the $145.00 plan "because October is over." I did attempt to renew my plan during the month of October and an email was sent (see attachments) stating this new rate. I never received an email or letter in the mail stating that the ********** account was being canceled. Had I received that communication, we could have worked in a timely manner to get the appropriate rate. I am asking Gas South to place my account back on the $145.00 rate, as their lack of communication caused this problem and made this error.

  

  Business response

  12/11/2023

  Good afternoon,  
  BBB Complaint #********
   
  Gas Account #********** ***************************, Residential
   
  After review of the account, on 10/19/2023 ******************** submitted an online request for a market switch to Gas South instead of a renewal, which allowed her to select a new rate plan of $145.00 per month on the One Price Plan. This also generated a new account number. ******************** already has an active account with ********************** so there was no need for a new account to be generated which prompted the system to cancel the market switch. A renewal correspondence was sent to ******************** on 8/30/2023 and 10/3/2023 stating that her already established account was up for renewal in the month of October. The renewal correspondence explains in detail how to renew the plan and does not state that a new account needs to be created. Once the renewal period ended on 10/31/2023, ******************** account was placed on a variable rate because no contact was made by the customer to renew the plan as stated in the renewal correspondence. We spoke with ******************** on 12/1/2023. She requested to be placed on the One Price Plan for $145.00 per month. We advised ******************** that since the One Price Plan is based on usage and current rates, the amount is now $155.00 per month. ******************** agreed to the new One Price Plan amount of $155.00 per month and we applied at $75.00 bill credit to her account as a courtesy. We explained to ******************** that in the future she would just need to renew her plan through the online portal or call to speak with a representative. 
   
  Please let me know if you have any questions. 
   
  Thanks, 
   
  *********;

• Initial Complaint

  11/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  hello my name is ********************* my services was disconnected from Gas South 11/7/23 i was forced to pay 944$ for a reconnection i paid the bill my reconnection was today 8am -12pm i didn't take my kids to school so i wouldn't miss them and they said. they came at 8:50 and no one answer . they said they left a note on apt 12 my apt is 2i02 i never recieved a note or anything on my door. they saying they are not coming back until next tuesday i have 4 kids we cant cook we cold and we can not shower or bathe. my balance was 944$ Gas South told me they forgot to bill me for the month of aug 2022-march 2023 they addded all the bills up to one told me to pay it then disconnected my service i paid the money and still have no service i cant afford a hotel and i have no family here to live wuth please help me my account number is **********

  

  Business response

  11/13/2023

  PSC/BBB Complaint- BBB Complaintt#20854655

   

  Gas Account#********** *********************

   

  After a review of the account, we contacted our customer ********************* at *************) on Monday, November 13, 2023. ************ shared with us her frustration with the large account balance and the missed appointment on Friday, November 10, 2023. We extended our sincere apologies to the customer for the delay in the account being billed. We explained the delay was a result of our recent upgrade to our billing system. For the inconvenience, we provided a one-time courtesy credit of $145. In addition, due to *********** Light not being able to complete the Initial reconnect appointment as scheduled on 11/10/2023, we waived the $60 reconnect fee. Our customer was very appreciative of the quick resolution and had no further concerns.

   

  Please let me know if you have any questions. 

   

  Thanks, 

  Maoula

  Customer response

  11/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a bakery. ****************************. Located at *****************************************************************. I have my *** utilities with ************ ***. Gas South is a broker and told ******* City *** that they would serve as my broker. I never talked to them or never signed an agreement or Contract. Since i complained to them an account manager called ****** called me and confirmed that I was right. No contract or agreement found on record. That he will tell ************ *** to stop using them as Brokers. What he said was that a *** Company named Infinity pass them my account. A year ago I had the same issue with Infinity. These company and others are committing fraud. By telling the *** supplier ************ *** that I authorize them than my cost is double. I pay ************ *** and the broker Gas South. Double the amount. How is it possible for this Companies to keep doing this? A Company committing fraud and admits the guilt and then sends me to the credit bureau for not paying. I told them I was going to report them to BBB. They are in Georgia and charging me. Not only for my sake that we are trying to make it in difficult times but for others ********. Thank you so much for this attention to this situation.

  

  Business response

  11/29/2023

  Hello Ms. *********

   

  Thank you for calling me this morning to alert me of this urgent BBB complaint. My apologies in the delay in responding, Im investigating to see why we did not receive the original BBB request back in October.

   

  Further to my research, our records indicates that the ************** Bakery & Caf has been an *************** customer since 2014. (a copy of the contract has been attached).  On May 2021 Gas South acquired **************** The IE/Gas South acquisition notices were sent out on 3.1.2021, giving ************** the option to remain with Gas South or to seek another provider. He never called Gas South or switch his service to a different provider. Since he was on a single variable rate, his services rolled on a month-to month. An email was also sent to the customer 30 days before the switch to **********************. A welcome to Gas South letter was also sent to the customer post switching to ********************** alerting the customer that they are now a ********************** customer.

   

  ************ Gas is a local distribution company(LDC), they are responsible for transporting and distributes gas from the city gate to the end user customers. LDCs are regulated for the most part by the state commissions. Gas South is not a broker for ************ Gas.  Gas South is in fact a gas marketer who arranges purchases and sales of natural gas.  Unlike LDCs, Gas South does not own physical assets commonly used in the supply of natural gas such as pipelines and storage fields.  The LDCs typically billed customers for base charges and other utility charges, while marketers billing statements charges are typically for actual gas usages and transport fees, pipelines, and customer service fee for the customers service address. While the customer may receive a bill from ********************** and one from the **** they are not the same charges.

   

  ******* is a deregulated market; therefore, the customer can call a different marketer to transfer their natural gas services if they wish to do so. Unfortunately, Gas South is not able to sign the customer up for service with a different marketer.  The customer must do that themselves. If the customer wishes to stay with *********************** we are more than happy to have the customer. Our records indicate that the customer has not taken any of the previous fixed rate offers sent out. My suggestion would be for the customer to sign up for a fixed rate instead of the current month to month rate the customer is currently on. Customers on a Fixed rates tend to save more money as fixed rate customers are guaranteed that rate for a fixed period. Variable rate customers tend to be at the mercy of a volatile market; therefore, may pay more for natural gas.

   

  Thank you for reaching out about your inquiry. Please let me know if you have any questions.

   

   

  	*******************
  	Senior Accounts Receivable Coordinator
  	O: ************

• Initial Complaint

  10/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a customer of ********************** for the past 5+ years. My contract with them ended in August 2023. I had been on budget billing up until that point. I had not signed a new contract as I was considering changing providers to a cheaper option. On 9/5/23, I received an email telling me my bill was ready. The email clearly stated that I had a credit of $354.05 on the account, and the bill showed the original credit was $450.05 and the remaining credit was after they took out the amount due for the month of September. I emailed Gas South's customer service on 9/11/23 to verify that I did have a credit and that it wasn't a mistake. On 9/12/23, I received a response saying the "pay off balance of the credit that you did not use was applied to your account balance" from *****. On 10/7/23, I received another email saying I now owed $291.66 on the account and listed a "bill adjustment" of $568.92 with no explanation of what this amount is. On 10/14/23, I called Gas South's customer service to see what the issue was. After escalating the problem to a supervisor, I was essentially told that the credit was a mistake and I never had a credit on the account. I was told ***** was incorrect and did not know she was wrong as their system hadn't updated yet. I was told the bill adjustment was for the amount I actually owed from budget billing and the added "credit" that never existed. I also noted that the bill from September showing the credit has been deleted from my account history on **********************, which says to me they are trying to erase the paper trail of their error. The supervisor never offered any solution to make this right. Because I do not want this to negatively affected my credit score, I will pay the balance. However, I believe Gas South owes me a refund of the the full amount of the final charge for their mistake, misleading practices, and the confusion caused by their inability to correctly perform basic accounting.

  

  Business response

  10/25/2023

  Good Afternoon,
  
  BBB Complaint - 20735012
  
  Gas South Account #:**********
  
  After review of the account, we contacted the customer and was able to speak to the customer after the 2nd attempt. We discussed her concerns regarding her billing. We expressed our sentiments to the customer regarding the information she received previously regarding the adjustments of her balance and explained the process of our Budget Billing as well as overage accumulated. As a one time courtesy a bill credit of $100.00 was provided to go towards the overage accumulated during her budget bill term. Based on the actions taken the customer has no further issues and is satisfied with the resolution..

• Initial Complaint

  10/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hey y'all. My partner and I moved to a house that has natural gas for heat and hot water. Upon studying my bill for the last couple months, I learned that we paid for $3.62 in actual natural gas. However, our bill was $46. That is a whopping $42 in fees, taxes, and service charges!!!This is absolutely ridiculous, and might as well be considered theft. The ***************** Fee" ALONE is more than my monthly usage at $9.95. This company is basically robbing people, it's disgusting, deplorable, and unbelievable. I wish providers like this would be held to higher standards and stop taking advantage of people when the cost of LITERALLY SURVIVING has almost tripled.The customer service fee is what tipped me off to this, and I'm going to refuse to pay that moving forward. You're asking me for $10 extra dollars a month for what? So you (a multi-billion dollar company) can pay the ** reps? I will be contacting our local news to investigate this and report on it, so the public can be brought up to speed.

  

  Business response

  10/23/2023

   

  BBB Complaint- 20731792
  
  Gas Account#- ********** 

   

  After reviewing the account, we spoke to the customer regarding his concerns of billing fees on October 18th,2023. All fees were explained to the customer in detail. We worked with the customer to select a new rate plan for his account. We agreed to place an additional courtesy credit of $25.00 . Based on the conversation, the customer was satisfied with the resolution and had no further questions or concerns.
  
   
  
   
  
  Please let me know if you have any questions.

*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. ↩