Georgia Natural Gas® - Company Information

“  I paid $105 worth of service for 11 days. Called customer service and dealt with what was probably the worst customer service I have ever experienced. ”

“  Service disconnected the first time - after I had signed up for "autopay". Service disconnected second time, after again singing up for "autopay". Overcharged, hit with reconnection fees, then the rep set up an entirely new account, but remained billing me under first account. Autopay now corrected. My bank statement showed debits in excess of $250. Service disconnected 3rd time. Now they're writing me a reimbursement check in the next 45 days, so I will have to fork out almost $600 for 2 months of service. ”

“  This crooks triple the price without letting you know. My condo was empty for 2- 3 months and the temperature was set for 63 degrees. I just got a bill for $210!!!
In such warm weather. Last January they charged $0.54 per term.
this year $1.4. Freaking unbelievable. Run from this BS company!!!!! ”

“  I have been a GNG customer for several years. I have always had a fixed rate no higher than .50 cents per therm. I received a slightly higher bill in summer months ( May- September) I was astounded when I received my bill in October and November 2019. THE BILL TRIPLED, resulting in an average of $400. I phoned customer service in November 2019 to get a better understanding of why this happened. I was told my fixed rate was adjusted to the highest rate within their plans. I was baffled. The representative was extremely non nonchalant. She offered a $25 credit and said that's it! I asked to speak with a supervisor ; it took almost 20 minutes to get a supervisor on the line. BTW, the representative informed me that a supervisor would not do anything else to help in this matter before she transferred the call. Unfortunately she was correct. The supervisor was very brash and blunt. She was very condescending during the call. SHE TOTALLY IGNORED THE FACT THAT I NEVER RECEIVED PROPER NOTIFICATION OF MY BILL CHANGE....THE SUPERVISOR SAID" MA'AM, WE HAVE OVER 500K CUSTOMERS, WE DO NOT HAVE TIME OR THE MAN POWER TO NOTIFY EACH CUSTOMER OF A CHANGE! I ALSO ADVISED HER THAT I HAD SPOKEN WITH SEVERAL REPS FROM APRIL - AUGUST WHEN CALLING IN TO PAY MY BILL AND NO ONE EVER MENTIONED A RATE CHANGE. As I saw the supervisor could have cared less about my plea, I gave up. She assured me the rate plan would be changed THE DAY I ENTERED THE NEW AGREEMENT AMOUNT.A few days ago I received a bill almost 7 times more than average bill. Immediately I phoned customer service. I explained what happened in the initial call . The rep was nice in explaining the whats and whys but could do nothing but offer a $40 credit although she was made aware of the BOGUS bill. I asked for a supervisor. ********** IT TOOK 52 MINUTES TO CONNECT ME WITH A SUPERVISOR. Tulio, THE SUPERVISOR CAME ON THE LINE AND APOLOGIZED THAT HE WAS UNABLE TOHELP ME BECAUSE I INFORMED THE PREVIOUS REP THAT I WAS GOING TO REACH OUT TO CORPORATE AND WRITE A REVIEW ABOUT THE POOR SERVICE I WAS RECEIVING. after being on the phone a total of 1 HOUR 15 MINUTES, I STILL DO NOT HAVE A RESOLVE. ALL I WANT TO DO IS PAY THE CORRECT AMOUNT FOR MY BILL. IT IS UNFAIR THAT I HAVE TO PAY 21 DAYS OF AN EXORBITANT RATE BECAUSE OF HOW GNG'S BILLING SYSTEM IS DESIGNED.

THIS EXPERIENCE REALLY HAS LEFT ME THINKING..... IT'S SIMPLY NOT WORTH DOING BUSINESS WITH GNG IF THIS IS THE EXPECTATION OF QUALITY OF SERVICE. ”

“  4 months ago, I transferred apartments within the same community due to loud neighbors living a floor above me. Keep in mind the largest bill I received was $77.

I move into the same size apartment within the same community, just in a different building. I called GNG and the rep advised the variable select plan is the most economical plan they have.

February rolls around, and my bill is over $1100. I call to get an explanation under strong assumption that this is a faulty meter reading or a system error. Nope! I was billed at such a high rate and when I tried to get a supervisor, all I was told was none are available and that since this was the plan I chose I couldnt do anything but pay the bill or my service will be terminated until the account balance is cleared. I disputed the meter reading with Atlanta Gas Light, they performed a meter check and told me the reading was accurate.

So I make 2 payments of $350 over the next few billing cycles, because how can one expect me to pay the entire bill at once, right? WRONG!!! Just today, less than 3 weeks after making a payment for $350, without any heads up, letter or phone call, my gas was cut off. How did I find out, I tried to bathe my 4 year old and the water was so cold she screamed. My 2 year old son is anemic and requires the heater on, and now we have to bundle him up air right so he wont get cold. Worst part about it is I have to wait until the morning to have service restored, because the amazing customer service center is only open during business hours. Hands down the worst company I have dealt with in my life. No morals and theyll do any evil act to their customers all because they slap them with an insanely high bill and expect it all to be paid immediately. Pathetic ”

“  I was a faithful customer of Georgia Natural Gas ® for a couple of years until they decided to double my per therm rate. So with every other gas company in Georgia having lower prices I decided to leave them. Problem is that the process took 3 months to complete the switch during which time Georgia Natural Gas ® was able to charge me their variable rate ($1.58 per therm) causing my bill to be triple what it normally would. When I approached them about it they said they are able to do that since I did not sign a new contract with them. DO NOT GO WITH GEORGIA NATURAL GAS but if you do be ready to switch months before your contract expires once they double your rates. ”

“  After the final closing on our old home, I called the next day and requested gas cut-off. I was told the service would be disconnected in a few days and we would receive one final bill, which we did and we paid it. Then we got another bill the next month. Turns out they never shut off the gas or closed the account. When I called they refused to accept responsibility and wipe the bill from our account. Claimed that I "disconnected the call" before the request was complete. What??? Why on earth would I do that? They claimed that they had a recording that "proved" the call was disconnected. I asked could there have been a glitch in their system. They told me NO. Really? That's not at all possible? After years and years of paying every bill on time, they couldn't work with me to wipe this erroneous charge from our account. Customer blaming. Take responsibility. Complaints have been filed with the Better Business Bureau and Georgia Public Service Commission. ”

“  Service Rep was not helpful at all. She really needs some serious customer service training. I have never lived anywhere that I had to have natural gas for heating. I was home 3 -4 days each week and kept temp set at around 65 when I was home and off when I was not home. I live in South GA so we have very little cold weather. I live alone and do not understand how my bill could possible be so high. Around $300 for one month and almost the same for another month. Before next winter I will have all electric heating. ”

“  Disconnected my gas on two different occasions after I made my monthly payment. ”