Georgia Natural Gas® - Company Information

“  Based on a good rate, I made the decision to switch back to Georgia Natural Gas from Walton. I felt frustrated by the sloppy switch process. GNG had my maiden name (which has not been used in 20 years!) attached to the address in their system. I had switched to my married name when we switched to Walton. This hampered the opening of an account. I provided a copy of my marriage license to GNG and the emails I get from them still had my maiden name. I finally got confirmation for a new account with GNG, but GNG provided no official service start date. I was baffled when I continued to receive Walton statements for more than a month. All of this nonsense has given me a bad feeling about GNG. I look forward to finding a different gas service when my contract is up.
Sincerely,
Linda B Hatten ”

“  Average hold time before hangup? 24 minutes. Why should I pay $6>00 for customer service when they do NOT HAVE ANY? I currently pay $3.45/monthly with another provider who actually will graciously handle your call. Shame on Southern company and RUDE uncaring employees. No,no, NOT worth it.B ”

“  I ONLY went with Georgia Gas because of a set advertised price, upon completing the application and activating service, the rate was an increased one and not what I selected prior. ”

“  Horrible experience i live alone in a house and when my plan expired without a warning my bill shot up the roof $300 etc every month! It's ridiculous! They couldn't help me at all so im stuck paying a bill when im never home and rarely use the gas! ”

“  I called Georgia Natural Gas ® to set up a payment arrangement and spoke with someone in customer service who took care of setting up the arrangement. The following day my gas was disconnected. Once I returned home I called Customer service and was on the phone 46 minutes most of that time on hold. The customer service agent would periodically check back with me to say that she had someone on the line. The final time she returned she asked if I wanted to set up reconnect shin and I told her I was confused because I thought thats what she had been working on since it was turned off by mistake. She said she wasnt able to have someone come tonight, but that someone could come tomorrow to reconnect however I would have to be home from the hours of 8 to 4. I explained to her that that would mean I would have to take off from work. She said I could call Atlanta gas light which is the distributor to see if there was anything they could do. I called as soon as we hung up the phone and they said there was absolutely nothing on their end that could be done that I would need to speak with Georgia Natural Gas ®. So I can call Georgia Natural Gas ® and ask to speak with a manager or supervisor. I was put on hold for an extended time By the first agent and when I hung up to call back I was then hung up on from the next agent. When I did finally speak with the manager they said that they did not see a reconnection notice for the following day, but for the day after that. She offered me a bill credit and I explain to her that that was not what I was wanting that all I wanted was the gas to be turned back on immediately since it was a mistake that was turned off in the first place. She said there was nothing she could do but send an email to Atlanta Gas Light to see what they could do. Each company is telling me to call the other and I still have no gas! They have admitted that it shouldnt have been disconnected but no one is saying they are sorry and that they will fix their mistake. I spent over two hours on the phone this evening and still got no answers or any genuine attempt to help. So now because of their mistake Im looking at no hot water for me and my family for two days and having to take a whole day off of work to be here for them to reconnect. Its not like this is cable TV were talking hot water and heat. The worst part is that no one apologized or said we made a mistake and we will make it right. They did offer to waive the reconnection fee of $60 as a courtesy. Im confused how thats a courtesy to me when it was their mistake? The only courtesy that Im asking is for it to be turned on as simply as they turned it off. ”

“  According to Georgia Natural Gas ®' website, it has suspended disconnections during the Covid 19 pandemic. In my mailbox today (May 1, 2020) was a disconnect notice. Really? ”

“  I manage my elderly Aunt's finances and upon paying her bills, I realized how costly her gas bills were with GNG. She has had long-term dimentia and did not realize she had to update her plan to continue with gas savings. Consequently, I decided to switch her to another competitor since they has a slightly better rate and that GNG made good profit from years of service.

Consequently, my transfer failed several times and upon investigation I was told by competitor that there was some discrepancy with the acct info between GNG and the main gas company, Atlanta Gas light. Apparently, the name was incorrect on the acct and that GNG explained it could not be changed for various reasons.
For 3 months, I would call and get a different excuse to why the name change could not be done because we could only open another acct to make the correction. They would not allow us to transfer with just making a simple change.
After getting the run around, I attempted to call Atlanta Gas light multiple times to tell them what was happening. A few reps told me to call my provider directly to work this out because they do not work with customers directly. However, one rep was nice enough to investigate this and made the change. I am totally grateful to her. Otherwise, we would have been stuck with GNG again which enraged me after knowing that they were making excuses for preventing us from switching services.

They made the error because only they could communicate with Atlanta Gas Light and refused any attempt to correct it. I am saddened that they would go through such lengths for something so trivial. I am convinced that this was done purposefully as I spoke to supervisors who were feeding me info that was later debunked by Atlanta Gas light. They told me that they could not correct the acct profile however, I was able to call Atlanta Gas light and get the issue corrected.

Shame on GNG for these unfair competition practices. I would never come back to GNG even if they have the cheapest therm rate in GA! GNG, that was extremely stupid on your part as you lost a customer for life. THIS IS NOT A FAKE REVIEW AND IS VERY MUCH LIGITIMATE! Unbelievable to me that you are currently the highest rated gas company and I wanted to submit this review to bring light to this unfair practice. I am sure all the gas companies practice this shady practice, but this needs to be brought to light and addressed. Thanks you for reading. ”

“  This is absolutely outrageous. My 1200 square foot house was billed 224 for 30 days the last billing cycle. the latest bill was for 28 days and Over $300 ...I'm being charged $2.09 per therm. Why is a therm of gas so high... ”

“  I renewed my contract with GNG in August, but changed from the flat rate plan to the per therm plan. For the last 30 days I used a total of 10.4 therms, but still got billed for the flat rate because, according to them, it takes 1-2 billing cycles for tge account to change. And I don't get any credit for the difference! My bill should have been about $10 plus all the made up fees, but now I'm told if I break my new contract I will be charged early termination fees. They'd better take a picture of the last payment I made because that's the last money they're gonna see from me! ”

“  Not good experience as a new client promise one things but didn't apply my coupon as they told me to get better rate per term. ”

“  Customer services was basically nonexistent. They wouldn't change my cut on date, which left me 30 days with limited gas from my previous supplier. Then when the date came to turn on the gas at my house, they forgot until I called, and then told me that I had to resubmit my order because the gas was no longer on at my house. I cancelled the request all together. It was a complete (and costly) waste of my time. I also could never get a human on the phone, and had to communicate through text. I ended up going back to my previous provider who had no issue turning the gas back on in a timely fashion, and I spoke to human when I called. ”

“  We had to call several times and it was very difficult to get signed up. Even tried to sign up online. It took a very long time to sign up on the phone. I would recommend getting new people to answer your phone. At the end a salesperson came on the line to try to sell us something. Very unprofessional. ”

“  I switched from gas south to gng only to find out that the sales rep mislead me with an offer of a cheaper therm price but hid the fact that AGCL charge is higher than gas south, so in the end I am paying more now for the same service. No reason to switch if I had known this. Ive been calling and writing and no one seems to know what the pass thru base price is or how much or anything be aware. ”

“  Signed up with GNG, but two weeks later no communication, no activating my account, and customer service has enormous hold times - over an hour the first time today - and then they hung up on me still on hold for the second try. Absolutely pathetic. ”

“  Service was mediocre and rates too high. No benefits for a returning customer. Terribly disappointed. ”

“  We went 2 months without gas. Called multiple times and was reassured it was on, had to hire a Plummer who looked at the meter and said it was not on. Had to have emergency service come to turn it on. Was charged for turning it on. ”

“  Rates dropped just days after I locked in a rate with GNG. I called and asked if my rate could be adjusted and was told it could. However, when I received my bill, the adjustment was significantly less than I was told it would be. If they had said they could not make an adjustment, or had been clear about the actual amount of the adjustment, I would have accepted it without question and chalked it up to my error for not waiting a few more days to lock in a rate. However, since they said it could be adjusted to the lower rate but it actually wasn't, I feel I was misled. While everyone I spoke with was polite, I am very disappointed in GNG and don't want to work with a company that isn't completely honest, so I will be changing natural gas providers as soon as I can. ”

“  Held for an hour and a half to speak with supervisor(they must only have one). They claim the mail causes their billing issues not true. I mailed a payment on 3/3 as af 3/15 it still has not posted. This is my second time for this. Forget calling to speak with someone unless you have a couple of hours to burn. They dont really want to hear your concerns anyway. Disgusted in Acworth Ga. ”

“  Horrible customer service. The only way you can make changes to your plan is to callhold times exceed 45 mins!! They send you a notice 30+ days in advance of your contract end but will not allow you to go ahead and set up any changes.unless you want to pay the early cancellation fee. They force you to call on a specific day to make changes. Antiquated system! They are not customer friendly! ”

“  After inadvertently letting my fixed price plan expire, I was shocked to receive gas bills that were several hundred dollars more than I have ever seen in the 10 years I have lived in my house. I switched to a fixed plan, but then received yet another bill at the variable rate for over $450! After being a loyal customer for nearly 10 years, the thanks I get is to price gouge me for as long as possible even after I switched back to a fixed rate plan, because they are slow to process the request. I have spent hours on hold trying to contact Georgia Natural Gas ®. They won't answer and one time it took me over to the survey without a person ever answering my call. I have been a loyal customer, but once my plan expires, I will certainly be looking to switch to a better company. If the bill amount wasn't a big enough problem, I cannot even reach a person to discuss. ”