Georgia Natural Gas® - Company Information

“  I am being charged Late Fee and I am on AUTO PAY. Look at your GNG Bill and make sure your not being charged this. I cannot get through to customer service this is a problem ”

“  I had Georgia Gas to be set up and on for August 20th because I moved in my apartment on the Saturday the 21st (Day 1 without hot water). We got here hopeful and excited because we moved here from out of state. however after being sweaty from the move we went to take a shower and realized our gas was never turned on. by the time we realized it was too late to call, and they were closed on Sunday the 22nd (Day 2 without hot water). So come Monday August 23rd (Day 3 without hot water) I called first thing in the morning for Georgia gas to tell me that it was on and working. which was weird because it definitely wasnt. no stove, no hot water, no fireplace. so they told me to call maintenance at my apartment to get it handled because it was a problem on their end. so I did, called maintenance for them to come out and tell me that gas wasnt on and that the meter in fact was locked so there was no way it could be on. So I called Tuesday (Day 4 without hot water) for them to give me the run around again. At this point im frustrated WHY CANT YOU JUST SEND A TECHNICIAN???? I cant cook a proper meal or take a proper shower. So on Wednesday (Day 5 without hot water) we called again to get the situation handled I called 4 separate times after waiting 20 mins each time to get ahold of someone and finally my husband asked to speak to a manager. and then and only then did they send a technician to the apartment who in fact told us that the gas was OFF the entire time. im just confused as to why the multiple people I talked to said it was on. and am I being charged for the usage they claimed that we used. anyways I would definitely not recommend georgia gas if you want an honest reputable company GO ELSEWHERE. ”

“  Took me 3 days to reach a representative and once I did, after being a LONG TIME GNG CUSTOMER,I wasnt given the customer service I deserved. VERY UNHAPPY with my new 12mo price plan. My advice, Shop around for another gas provider!!! ”

“  I took the Gas connection two months back and this month we received bill of 140$ and I feel this is too high for a single family home.

The usage is around 100$ and I got a charge for another 40-45$ of maintenance fee which I believe is too high ”

“  My bill was approx. $231.00. I paid 97.91 on June 11th. I received a disconnection notice on the June 14th. On the 18th of June I paid 100.00. I always pay online. My final charges were 95.70, which I intended to pay July 6th, my payday. I received a bill July 5th with new charges plus pass due, 95.70. Leading me to believe that I would not be disconnected, since I had paid $100 of a 133.00 bill. Much to my surprise, by 2:00 pm my service was shut off. Needless to say I was very angry. I had made a good faith effort to pay my bill and customer service rep bragged that they just turned off service on a customer for a penny. How shameful!!! Additionally, Im paying $80.00 extra in fees even though I paid 3/4 of my bill. When I called GNG after paying the 100.00 the automated system did not say I was going to be disconnected, the system told me my balance. Once again leading me to think everything was ok. So much for being a long time customer. ”

“  There were no explanation about early termination fee - except that terms and conditions were sent. A better offer came in from Gas South and I called to change - now I have a bill that includes early termination fee. In future, I will much more careful. I will not be doing business with GNG in future. moved to Gas South for better service and rates. ”

“  At first I liked the look of the company,but when I went to try and make an order I had numerous problems with setting up the plan I wanted and the agent I spoke to did not seem to know what to do. ”

“  I requested weeks in advance to turn off my service in an apartment complex. They said it was scheduled successfully. The day it was supposed to be turned off, no communication from GNG. I called a few days afterwards, and they said Id get my final bill in my email. Got a bill today that looked like a regular bill, so I called again to make sure its a final bill and that the service was turned off. They said the turn-off was unsuccessful even though they never communicated to me the day the service was supposed to be turned off. Now Im trying to stop service after moving to a different state, and the best they could do was tell me to hope that the turn-off would be successful this time. Absolutely horrible process to try and stop service when you live in an apartment complex and are moving. Im very upset that there was no communication from GNG about the unsuccessful stopping of service nor a better way to stop service when I live in another state. All they said to do was call back the day after my scheduled stop of service and hope it was successful. Horrible. Horrible process. ”

“  I canceled my new service for the place I intend to move in. Still, the GNG send a bill of $108 for the connection fee & a week service charge for the place never been moved. When I called customer service they offer me a $25 discount. They shouldn't charge me in the first place for the place I never moved in. ”

“  I have a terrible time reaching customer service. Had to wait on hold for 45 minutes to speak with a representative! ”

“  If you do not have time to be placed on hold for an hour or more, this is not the place for you to do business. Most of us work. We do not have the time to sit on hold for long periods of time. This does not make me feel valued as a customer. And if you do not believe me, I encourage you to call and see how long it takes you to get through. ”

“  I am very angry for the process that they use in the guaranteed bill. at the end of the year they increase the rate without notifying the client, exaggerating the rate without prior communication. They also send you a bill saying that you should not do anything to renew, however as the month passes they inconsiderately increase the monthly payment and incidentally if you cancel the plan you must pay 150 dollars to cancel with an advance copy. They are fraud with customers so they already know at the end of each year call and make sure that your rate has not increased more than what you consume ”

“  I lost my small business due to the pandemic, and my service was disconnected when I got behind on my bill. I was offered a prepaid plan to get service restored, at 3x normal price-per-therm. The prepaid plan was described as a flat "budget bill-type" monthly amount plus any overage from the previous month, but that's not the case--the prepayment changes every month. I was given a bill credit for the first two bills, but wasn't told about the reconnection fee, which wasn't charged until the third bill. Now I've been disconnected again even though I paid half the amount due, and there was no notice about the disconnection. I was out of town, arrived home late on a Friday night to a cold house and can't get reconnected for 4 days. (And I'd paid the second half of the past-due bill the day after the disconnection.) At least this time, I was told about the $60 reconnection fee. I had a perfect payment record with GNG for 8 years prior to the pandemic and I'm appalled at their lack of flexibility and horrible communication. I'm currently searching for another gas marketer to try to schedule a switch before the reconnection appointment. ”

“  1. The website is as glitchy and non-functional as it could get. Could save a lot if you just take the site down, or at the very least make it accessible! But I guess it makes sense why GNG does not want you to log-in to your site, as they can overcharge you per therm and you would never find out if you are not able to login to review the bill.
2. Regarding the overcharge - signed up for $0.307 per therm (fixed rate - 12mo) and just found out that they been charging me $0.499 per therm all year! Again, shows on the bill, which you need to access your account on the website to find out. Every time I tried to check the account, it would not go forward from the log-in screen and then lock the account for 10 minutes at a time. Finally had to call customer service and have them reset the PW and grant me access.
3. Signing up, again thanks to to the "state of the art website" as their call waiting recording falsely claims, the "state of the art" system seems to have created two accounts for the same house while trying to sign-up. Took over an entire week to get that sorted! How are people still signing up with this company is beyond me!
4. If the customer is slightly at fault, the price per them can jump over a dollar or get hit with penalties and ALL kinds of additional ”

“  I'll never requested a service with this company again, save your money and go find an other one I made a contract for 6 months; the first month was ok but the next month my bill was like for $400 and something I was remodeling one bathroom so I paid that amount because I thought we lost a lot of heat because the bathroom (because we remove the sheet rock in ceiling etc) but then we where able to finished the remodelation in the same month, the next 3-5 months was the same $300, $350, $400 etc. We called them next month asking why we were paying high amounts when the highest amount in 5 years that we have living in this house was $180 with an other companies, the lady in the phone didn't know, the supervisor in turn was just guessing I'm glad that we finally finished the contract with this company this month April 30 2020, I showed the bills to my neighbors so they can be aware of this company. We should be able to put cero stars to companies like this.
I put 5 stars in Billing and account managment because they are never late to charged you money that's the only thing that they are good. ”

“  Fairly new customer that figured out that I was being charged 1.50 therm when the going rate is .50 therm. Really? Where is the trust ”

“  When I called yesterday and was needing to get my account number and couldn't get any assistance.
I was really upset and asked to speak with a supervisor. Once I spoke with a supervisor I was really not feeling very valued as a new customer. And I was very clear that my information was entered incorrectly and I was made to feel like I was the one that gave the information incorrectly and I was told by the supervisor that If they were going to listen to the phone call and call me right back of which that supervisor did not do. 3 and a 1/2 hours later. After not hearing from that seat back again so that I could obtain my account number which I should have not had to call back. I know that it didn't take over 3 hours to listen to that. Initial account set up to get what needed to be Obtain from that conversation when setting up the account. My social security number because you ran my credit report. I'm being told that I gave my wrong social security number. When I know that I didn't. I don't like being told that I did something wrong when somebody clearly entered the wrong information because they couldn't obtain. Correctly what I said secondelete.I don't know how you're emailing me but then tell me you don't have my email address. The supervisor clearly had an attitude and then wondered why I had an attitude with her after her attitude. After not hearing from that supervisor after assuring me.She was going to call back and not hearing from her after 3 hours.I then spoke with Vanetta who was more than helpful and quite accommodating. Vanetta was able to give me my account number so that I can go ahead and set app my account.Which it shouldn't take a rocket scientist to be able to help assist a new customer with setting app an account by getting them.Their account number this was beyond ridiculous. In addition, the first so-called supervisor then called me back with another attitude which gave me another attitude back with her. I would like a regional manager to call me back. Because I don't like this entire process and how it went down. And if this is how it's got to be treated as a new owner, you'll have a severe problem with your entire organization. ”

“  At the time that I signed up for GNG I was told that the monthly service charge ranged from $5.99-$7.99/month based on an individuals credit rating. When I received your contract I saw that my charge was to be $7.99. I called and spoke to a customer rep who after placing me on hold twice to confer with someone that the fee was based on Experian, that GNG took their advice and that I would have to call them for an explanation. Considering my FICO rating of 811, on April 3rd. I sent a letter to your president, Mike Braswell, querying this. To date I have had no reply of any nature to either this or my follow-up letter of May 19, yet I have received your bill for eight days service with both a $7.99 service charge and a second, unexplained "gas charge" of $10.75. So much for a GNG welcome and customer service. ”

“  A long and laborious call to get signed-up and no confirmation that we were ever finished and the process was successful. ”

“  Hours and hours spent on the phone to get a credit on an early termination fee of $150, that they told me should have never been charged. The lady asked for the best contact number, in case we were disconnected. I gave her 2 phone numbers. After an hour and 45 minutes, we were disconnected. She didn't call back. She had already taken care of the $150 fee but I asked for the taxes on the fee to be credited back, as well, before we were disconnected. So, I call back the next day and the new customer rep told me not only was I not getting the sales tax back, a manager had also reversed the early termination credit and put it back on my bill. VERY Long story, short, it took another hour and a half of my life to request all phone conversations be reviewed to get my $150 back. But for some reason they refuse to credit back the extra taxes. The entire situation is still very hard to fathom. Quick story from 2 years ago, when I called to have my service stopped because I only use gas for heat. I was told it would be 3 weeks before they could turn it off. I asked to get it done before I was pushed over into another month of AGL pass thru charges, taxes, fees etc. I own a store and have 2 meters so, before I even use a single therm of gas my bills are about $140 each. Needless to say, they couldn't get my gas turned off before the next billing cycle. So I was forced to pay $280 for 2 days in the new cycle. They issued a $30 credit for the inconvenience. I will never use or recommend GNG again in this lifetime. I actually have more nightmare stories, from over the years, both residential and commercial, but I think we get a pretty good understanding of their business practice ”