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Customer service is no help at all!!! They could care less about their customers! The person I spoke to was rude and just there for a paycheck!!! My service was disconnected With no notice even though I had a payment extension, So per customer service since I made the extension through their automated service they wouldn't honor it.
I don’t like to complain but I called SoCalGas to set up service. After waiting on hold for 12 minutes I was connected to set up service and the lady “Ms **” was so rude an not helpful. She had an attitude and hung up on me. I was not happy with her customer service skills.
I spoke with two customer service reps at SoCalGas and received different information, was basically lied to, and spoke to a woman who was so rude that she was basically calling me name on the phone. I set up my account online and then called the company with a few questions. I was told that if I set up auto-payments then the security deposit would be waived. SoCalGas does NOT do this, according to their website or the second customer service rep.
The first woman said you simply had to call in and ask then they can do it. The second woman basically called me a lying ** today at about 10:15AM when I explained this. She was very insisted that I did not call in and was not told this information and that no one in their company would say that because it is wrong. No matter what I said, she just kept saying "you're wrong" and trying to call me names before I stopped her. If I could just change gas companies, I would. AWFUL!! Give customers an option and they will RUN away from SoCal Gas. I have zero other options and a lot in my home runs on gas so I'm totally stuck with a company that calls its customers names and liars and do not listen but instead interrupt them and talk over them.
Every since we've opted out of the "Advanced Meters", we've had problems with the field techs. They sometimes come to our gate and just look around to see if anyone's looking at them and then write something on a piece of paper and leave. They don't bother to come in and actually read the meter and by doing so it causes our bill to be incorrectly billed. Some of the field techs that I've confronted play dumb and make up stories on why they don't have the key for the lock. The locks that we use on the meter reading days were issued to us by SoCalGas and the keys are accessible to every field tech.
I've called SoCalGas and explained the problem to them but nothing happens. The only response that we got was a call from a rep, which we thought was from the Meter Dept. He didn't care about our complaints and only wanted to know why we didn't want to install the "Advanced Meter". Later, I found out that he wasn't from the Meter Dept but instead he was from the Sales Dept.
In my opinion, this leads me to believe that the Meter Dept is working with the Sales Dept in order to harass us for opting out of the "Advanced Meter". I guess they hope that we'll get tired and install it but we won't. This type of marketing tactic is very shady and should be investigated by law enforcement, the district attorney, and CPUC (California Public Utilities Commission) because it's not legal.
This company, SoCalGas, was quick to cut our gas off. The balance of the bill wasn't high only about $70. How the tech got into our building I don't know, they came in asking us for money please finally demanding that we give them the balance. I said if we had it we would already pay it off. Then they cut the gas off. We were able to pay the bill a week later, we also paid for service to be cut back on. It's been over a month and we have no gas, unable to cook. We've been eating out everyday since.
We have made 4 rescheduled calls. I was off work and home when they said no one was home. They only stick around for 5 minutes according to their notice. How can we make an official complaint and they actually get into trouble? Now seeing that others have the same or worst experience. They don't feel they have to have good consumer service because they monopolize the area. Competition would change their tune. This should be illegal... Thanksgiving wasn't done at our place because of it. now it looks like Christmas might be gas-less also. They have made no real attempts to turn gas back on and they have our money.
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To the gas company. Employee came to my house. I don't know exactly what time, no one was home and he jump a lock gate to shut the gas off. I think this is very scary. I call the office. I paid $115.00 and I ask if it was fine to jump the close gate, they, "Yes because we need to reach our equipment". I told him, "Now I understand why we getting robbed with impersonates from your company." He also ask me to leave my key somewhere so they can get in to turn the service back on.
Apparently the company has a way to track their inspectors so they do not wait for a resident for longer than 5 minutes but they have no way of notifying customers that a technician is 10 minutes away. We have been without gas for 13 days because of a technicality in setting up our account (my husband did not go down to the office with two forms of ID so they turned off our gas). Today I missed the tech by 5 minutes because I was dropping kids at camp and they cannot send him back. In NY they cannot legally turn your gas off. If there was ANY alternative company I would take it. Welcome to California. If it was an option I would give no stars. Zero.
After we moved into our apartment we called SoCalGas and they claimed our apartment address was not on their customer list and that they wouldn't come out. Well 3 months later(now) and our gas is shut off. We called SoCalGas 4 days ago to come out and turn it back on and to start an account, the earliest they could come out was today 7am-7pm show up time??? We live in a split house and our apartment is on the second level and you have to go up outside stairs through a door to a hallway where our door is. Very simple stuff.
The guy shows up at 10:25 am, we hear his knocks on the outside door, my boyfriend puts on shoes and goes to answer the door. This took maybe 30 seconds?! This guy was in his truck leaving while Chris was yelling "hello!!" And trying to get his attention. The guy must have ran back to his truck with how fast he knocked and immediately bailed. So the guy takes off. We are livid at this point. 4 days without hot water or being able to cook. So we call customer service and tell the lady what just happened and wanting to file a complaint cause it was so ridiculous and they are making us wait another 4 days to come out again FOR THEIR MULTIPLE ** and want us to pay 75 dollars to get gas turned on, another charge for coming out again and charge us 3 months of gas when they told us we weren't listed to begin with!!!
I just received a $144 gas bill. A gas bill that is usually between $24 and $50. How can my bill suddenly be almost 5 times the usual amount??? I haven't changed anything by way of how I use the gas (heat, water, etc). This is ridiculous.
There has to be a way to ban this monopoly and revoke them from operating. Run by unsympathetic people. Rude. Traveling and didn't pay our bill. They just came over and dropped a notice which wasn't home- as if I was - would have paid. Then turned off our gas. Next appt to turn it back on- 15 days!!! WHO DOES THIS??? Luckily begged and got someone to come sooner but how is this legal??? How do you turn the stove to feed people? Take a shower? When I asked the supervisor she said, "Yeah this is an inconvenience." Making lives more hard than they are when short on finances? I wish she could be in our shoes of the numerous complaints and feel that people are trying to pay their bill. It's not like they don't want to! This is complete ** as even LADWP doesn't do this crap. I was at the LADWP office and another woman couldn't pay her bill through social security and they set up a payment plan.
WHY do they need to charge me a deposit to start my service? I have PERFECT CREDIT. And I KNOW they won't return it. I've been through this before with them. They do NOT RETURN DEPOSITS. What a HORRIBLE company. Let's face it...we live in a third world country now, when companies like this run amok. I HATE this company.
I registered online, scheduled a payment, then attempted to view the pending payment. The login information was saved by phone as requested yet SoCalGas.com did not recognize my username, password, or both. I had created the account not 5 minutes before. Thought "it must need 24-48 hours to process." Tried again two days later same result. Called "customer service" (a joke) and was told I could reset my account information. I said put me back on paper billing. Obviously as trustworthy as Jerry Brown at SoCalGas. A monopoly, so no recourse. Thanks Democrats.
This is absolutely the worst company to get involved with! Unless you're like me and don't have any choice but to use them. They shut my gas off because of a clarification issue on their end, and once I cleared it up they proceeded to tell me I had to wait one week to get it back on because they had no open appointments. Are you kidding me? Do you know how embarrassing it is to ask people if I can shower and get ready at their house because I have no hot water. What a piece of crap company that they put helpless families in a position like this. They absolutely do not care one bit about their customers.
The gas company turned off our gas as we had a leak. We spent $12,000 to have it quickly fixed. We then contacted the gas company to have the gas turned on. They, of course, have no urgency to assist us. After waiting 45 minutes to speak with a human we were told it would be some time today. We have waited 8 hours. No one has showed up. We called again. To quote, “we are on the list but they can not give us any time of when a representative will be there.” How stupid is this. No private company could operate like this. We are 70 years old sitting in a cold house with no heat. We have been here all day. There is no accountability and we have no recourse.
So my service was shut off since October and they continued billing me when I called to complain. They simply said my bill was shut off due to gas leak when originally I was told it was due to non payment of 2 years which I know was a lie cause in order to start service we were forced to pay the prior bill. The tech hit my poor whizzing with a large black bar. Also removed lock chain off my fence illegally went into the premises even though front door was open. I’ve been given the runaround about my bill and hung up on when you’re not telling them what they want to hear. I have no gas because they now decided to refuse services until paid infiltrate. I have gas for over 7 years. Never has a issue like this with SoCal instead of taking responsibility they messed up in billing nor me.
Four days ago, we moved into our new home. Yesterday, the gas was turned off. I called SoCalGas and they stated that they had left a note on our door, and had sent us several warning mailings. Absolutely untrue, we had not received anything. They claim the earliest they can get a truck out to turn our gas back on is two weeks. I have children. The temperatures have been sub-zero. They will not be able to bathe before school, and we will not be able to cook for them. This is an outrageous and injurious abuse of monopoly power. I don't know what we can do except move in with friends until our gas is turned on.
They go out of their way to be helpful. Send mailers detailing how to conserve energy and offer complimentary services, like lighting/extinguishing pilots.
I changed my automatic payment plan on Jan 12 to pay one day before the due date on my bill which would have been 2/1/2018 (due date is 2/2/2018). However, the Gas Company processed my payment on 1/29/2018. This date would have been my payment date before I revised my automatic payment plan. My autopay was previously arranged for four days before the due date.
I revised the autopay plan nearly three weeks before the bill was due. Called the Gas Company and was told when you revise your autopay it will not be effective until the following month which would be the future payment on 3/1/2018. Absolutely nowhere on the website or when you make the revision or in their terms and conditions does it say anything about the revision applying to the following month's bill. Because they processed it on 1/29 my bank charged me $30 because my checking account was 55 cents short.
Something I would have taken care of in advance had I known the revised autopay would have not applied to this payment. I have auto-deposit on my checking account and funds were scheduled for deposit on 2/1/2018. These funds would have been more than sufficient to cover the bill. The Gas Company rep said this is their policy, but come on. It would be really nice if they let you know that information somewhere, anywhere on their website or when you make the revision. It was also nowhere in the confirmation email I received from them after making the revision.
The solution offered by the rep was they would submit my complaint to their suggestion box so the policy could be added to the website. Really? A suggestion box? If they do not properly advise their customers of the policies regarding autopay revisions, they should be responsible for any fees incurred by their customers. They completely failed to disclose their policy anywhere and I believe that should make them responsible for correcting the fee I was charged. Perhaps if I had some psychic ability I would have known their "secret" policy, but alas I am a mere mortal.
I contacted SoCalGas 3 months ago to have meter moved. After repeated phone calls - 5 to be exact, I finally got someone to come out and look at the job. Then after the supervisor lost our paperwork 2 times but cashed our check immediately, 1 month later scheduled to come out. On day of appointment, no call, no show. This monopoly needs to end! SoCalGas might actually be worse than Edison, it's close though.
I just bought a new home. Called to have the gas turned on and was told there is a 3 week wait time. Absolutely unacceptable. My wife and kids are expected to take cold showers, can't cook, can't heat the home. And we are stuck only having one company to go to. And it's 3 weeks?
My husband and I are moving into a new apartment on 12/15 and we cannot get our gas turned on until Jan 4th, 2018. That is 3 weeks from when opened our account. The new place has a gas stove, heater and water heater. It is beginning of winter and we will have no heat. We will have to spend money to eat out every meal as we cannot cook. We also have a baby and have no heat or hot water for baths or formula for 3 weeks! This is unacceptable.
This has to be one of the most dishonest companies when it comes to Utilities. We have no other choice but to purchase gas from them and they fully are aware of this. My bill is consistently wrong and I have been regularly overcharged. I brought this up to the CPUC and it was corrected for a while... Now I am back to being ripped off and the fight has started all over again. WHAT A JOKE! Illegally charging me for services not rendered. Keep an eye on your meter because they WILL steal from you if you let them.
After waiting months for a gas line repair that killed trees in our front yard they worked for days and when they finished we have no gas in our home. I can't get anyone on the phone to help. We have no heat, no hot water etc. I have been on hold for 1 hour at a time and then transferred and wait another hour and still have not reached anyone. Not sure what to do. They have a serious responsibility, and cannot deal with it. Whomever is in charge should be replaced fast.
The company has the only time frame from 7:00 AM to indefinite time. One becomes a "prisoner of SoCal" having to stay home without the ability to leave it. My service was scheduled for 10/30/2017, I had to step out for a few minutes to my next door neighbor, leaving a note on the door where I was with the unit # and phone, but the serviceman just reported "nobody home" and left. Needed to re-schedule for 10/31/2017. My wife waited the whole day and the serviceman came about 9:00 PM. This is not acceptable. I filed a complaint here: https://appsssl.cpuc.ca.gov/cpucapplication/. There is also a phone to call: 1-800-649-7570 Public Commission. Need to complain. Need to split this Monopoly!
The worst utility company in the world. Jesus, you have to wait WEEKS for the gas to be turned on. So what am I supposed to do in the meantime - heat up water in the microwave to use as a shower??? Then they have the nerve to charge you $25.00 to "turn on" the gas, which should be waived because of such a long wait. They have no competition and they take horrible advantage of the consumer. I just hate this company.
I wouldn't even give 1 star, if that was an option. We neglected to pay our bill due to unfortunate circumstances, so reasonably our service was shut off. Took us a 2-week pay period to pay the balance in full, in order to be reconnected. Called to do so, was told I would have to wait yet another week! That's 3 weeks of no cooking, cold hose-down for my 2 young school aged kids, no dryer, etc. I was told their schedule was full and a week out was the soonest. My anger got the best of me, and my sailor mouth was used (I'm not even that sorry, to be honest).
I hung up on the robotic heartless representative and called back. Asked for a phone number to call and file a complaint. The representative transferred me to a supervisor who magically was able to get an all-day service call scheduled for 4 days out. Better than waiting an entire 7 day week, but still absolutely ridiculous that I had to threaten a complaint to get my gas back on. I even asked if I could start service under my husband's name, if that would be sooner. Nope. I was told that that would take even longer. Sad part is, we don't have anyone else to utilize for this service. SoCal Gas is the only company that we are forced to utilize.
Several times we have had to have SoCalGas come to our home to repair gas lines and turn gas back on. In addition to the long wait times, we are talking days. Even for broken gas lines! When they do show up, they leave notes on our door saying they tried to work but were unable to because we were not home! They have done this on four occasions. Each time we were home and they simply refused to knock and ring the doorbell. We looked back on our security cameras to prove this was the case. We are beginning to see a (lazy) trend. When we call customer service and the management, it is apparent that the laissez faire attitude of this company comes from the top down. Unfortunately we have no other option but to use their services. I wish we had other choices.
No gas service for 14+ days for a new SoCal customer?! - I am a Seattle native so being a gas customer to use my stove or get hot water is new to me. SoCalGas did not activate my service today and when I called I was told I didn't apply correctly and went on a list of application questions to set up service. (I did this online. They just couldn't see it on their end). I moved in today and at 8 pm went to bathe my 1 and 2 year olds. Only it was freezing cold water. I called SoCalGas and was angrily told that I made the mistake, it wasn't their error. My appointment was lost but I can stay home 7 am-5 pm and wait for a guy to start service but not today or tomorrow... No, they refused me services before Friday the 29th. Someone please explain how I am to bathe my babies in cold water for a week straight AND I can't use the stove to heat meals or a pot of water for a "lukewarm" bath because it's all gas too!
I explained my family situation and my daughter's medical conditions and that a cold bath is going to land her in the hospital and she says "I do not care, that's the soonest". I am a BRAND NEW CUSTOMER and I do NOT want to use this company but have zero alternatives as they have a monopoly on gas service in all of LA Co! As a paralegal I KNOW that CA landlord tenant laws are written so landlords cannot deny these basic utility entitlements to customers for no more than 3 days without facing penalties, lawsuits or being held personally and financially liable for damages suffered by and to the customers affected that go without freaking hot water for a week!
As a new customer I would never ever use this company after the way they dismissed my concerns and my pleas begging for them to at human I have babies in freezing water and milk I cannot warm on my gas stove because "the laws do not apply to them and will not be held reasonable for my 'problems'". I can't have children without the ability to properly bathe and feed them. SoCalGas was dismissive, arrogant and threatening while they had me pinned to the wall with no other options. They are SHAMEFUL and horrible! If given a choice I'd never get gas anything ever.
My service was cut off due to a late payment. They had placed me on paperless payment, which is automatic when you pay online for first service. Although I had no idea at the time. I'm a truck driver and I'm gone for weeks at a time. So I came home to no hot water, no gas stove, no dryer. I made my payment online while out of town but it was still late. I called to make a payment and fix the paperless statement so I would receive a monthly statement.
Customer service was rude blamed me and said I had to call a contractor to make the payment then call back with a confirmation number which I did. Then was told the soonest they would come out to restore my gas would be 11 days. Clearly they had rushed out to turn it off in just a few days, but would not reconnect for 11 days. It cost $160.00 dollars to reconnect. I had already paid the past due amount. I'm done with rude poor customer service from this utility and other like them. I retire in a few years and will live completely off the grid. Sempra Energy the parent companies spends millions to lobby Congress to eliminate competition. I'm done with these corporate pirates that rob us blind and treat us with such disregard.
This was the first time I was shut off for nonpayment - yes my fault but sometimes life just gets you. I paid the full amount due same day as shut off including the deposit and reconnection fee. Called immediately to schedule a reconnect to find out it was not going to happen for 8 days. I told them I have little kids and no one cares. I even asked for a supervisor and explained and accepted responsibility for my actions and like the other reviews it was like a robotic response - "Sorry our schedule is what it is..." I understand a day or two at most but 8 days is completely unacceptable and we as consumers have no recourse.
SoCalGas Company Information
- Company Name:
- Formerly Named:
- Southern California Gas