Georgia Natural Gas® - Company Information

“  I have been a customer of Georgia Natural Gas ® since 2015. I learned today Thu, 2/17/22 that I am not locked in a contract and my rate for the pass 3 months has been $2 per therm. GNG has no loyalty to loyal customers and will take full advantage of their customers. A good company practice would be to make sure your most loyal customers have the best rates. I was a few days past the due date for paying my bill and was disconnected. I did not receive notification that my service would be disconnected. Grant it, the late payment was clearly an oversight on my part. I called the very same day of disconnection to pay the bill and learned in addition to the bill amount, I now owed an extra $150 deposit and $60 reconnect fee. I paid the amount immediately to have my service reconnected. I was advised that my service could not be reconnected for two days in the very cold Winter. This is the first time I have ever had a disconnection. This is not a good customer experience and I will be seeking a new gas provider who cares about their customers, seeks to provide a good customer experience and not try to overly charge to pad company's bottom line. ”

“  I've been with GNG for almost 4 years and the prices have increased significantly from .499 to $1.999/per therm. I called customer service to discuss the huge price jump and was transferred 3 times and then left on hold for over an hour. Speaking to a representative in customer service has always been an issue! I asked for them to terminate my service and no one has gotten back to me. DO NOT get service with this company, you will have have difficulty speaking to someone if you encounter any problems. ”

“  I decided to transfer my gas to GNG online because they were the least expensive. Big mistake.

After I submitted my transfer I needed to call and confirm a detail. After 30 minutes on hold I hung up because I didn't have time to hold any longer. Called back later, 45 minutes on hold before someone picked up. They transferred me almost immediately, after 2 hours on hold I gave up.

I contacted Georgia PSC, the government oversight committee, and they contacted GNG corporate which finally got me a call. At which point I decided to cancel my transfer completely, because I don't want a gas company that is unreachable.

Ended up going with Constellation who answered their phone in 30 seconds. ”

“  After an hour and 15 minute wait, I got through to set up an account only to be told that the previous tenant at this apartment had a balance. They would not complete my set up until I sent them a copy of first page of my lease with start dates to prove I wasnt previously living in apartment. Why is this my problem!!
I was instructed to wait 24 hours to call back. I called back, waited one hour and 35 minutes to get rep to finish account. This delayed making appointment for set up which resulted in moving in without gas being turned on for water heater. This rep said they should not have required me to send lease dates. I asked to speak to a supervisor, but got disconnected.
Just to check other companies, I called SCANA. Wait time 3 rings and got connected to a very helpful rep. By this time was Friday of holiday weekend so earlier install also not possible, but I wish I had called them first! Would have avoided WASTED time and might have hot water now if I known GNG does not have enough staff to handle phone calls for set up. Ridiculous waste of my time! Also my install window is 8 AM to 5 PM. I asked for confirmation or info about appointment and rep said they dont do that. ”

“  I moved from my house. I called daily to get gas service switched out of my name. Every call the system was down. No one would offer any assistance. Not willing to back date shutoff. ”

“  I signed up for gas service two months ago. All was fine. Then I get a huge bill with early termination fees and setup fees. So, now I get to call customer service to see what got messed up. Unnecessary! ”

“  This company has thuggish ways. After two months on their plan I received a $400 bill. I called in and they said that my plan had been switched over to a new plan, which I knew nothing about. After switching my plan to another plan thats cheaper and contacting them four times about my the credit for their mistake, they would only credit a portion of the Bill. They made me pay them for their mistake. Thats called stealing and manipulating their customers. The customer service will say they only have a limit on how much they can credit you for the companys mistake. They have inflated prices and bad customer service. You almost feel like your working for them and paying them at the same time. ”

“  I ordered GNG service because of the special that they advertised in my new neighborhood. I also registered for automatic payments. When my first bill arrived, there was a statement in all caps **DO NOT SEND PAYMENT**. In smaller letters the statement was "your payment will be deducted from your credit card" or something like that, so I did not send payment. When my next bill arrived, it stated that I had a past due amount and I was being charged a late fee. I also received a disconnect notice. This was after following their direction of not sending a payment since I had signed up for autopay. When I called the rep, they told me that there is a glitch in their system and payments are not automatically deducted until the second bill. She credited me the late fee. However, the next bill I noticed that my rate had been increased by half. When I called I was told because I had received a disconnect notice. Even though I explained to the rep that the only reason I received the notice was because of the glitch in their system. The woman acted like it was my fault and in her "graciousness" she would offer to give me a credit that was less than the increase they had caused and give me an increased rate from the original agreement I had with them. After 40 minutes of this rep not helping I was allowed to speak with the manager who understood what I was saying and corrected everything. My issues are 1. they have a problem billing that they know about yet they don't fix it 2. They have a problem but the customer service rep tries very hard not resolve the problem 3.People after me are going to have the same issue but may not be as persistent as I am to get what they deserve. I will not be continuing with them after my contract is up. ”

“  I got with Ga. Natural Gas back in May of 2018. My price per therm was 38 fixed. When I called them, they said I was on a variable rate and it was 1.59 per them. That's insane. I switched immediately to another company.:( ”

“  I have been a customer for over 12 years, i always paid my bill, never got disconnected. Lately, i had a sugary and i was in bed for a while, one mornings i woke up feeling very cold, i found out that my gas was cut off...i called, paid over the phone and explained me situation...nothing worked, i was without gas (heat) for several days, sick in bed...bad customer service, no one to talk with. ”

“  Very disappointed in the service that I received last week understand it was the holidays but I had to be without gas for over a week me and my children and here it is really winter so freezing freezing freezing it took them over a week to get it cut back on that's just not right ”

“  My service was disconnected because the app doesent work right. I have paperless billing. The app would say I didn't owe anything when I did infact owe or would not let me pay at all. So it's cut off because the app doesent work well. I would recommend this service to no one. They shouldn't offer paperless billing if the app is garbage. Customer service isn't great either ”

“  On October 17th I spoke to Veronica at 12.26 and she told me she would waive the connection fee as a courtesy for doing business with GNG. Veronica said I would have to call back because she couldn't do it until my service had started. I called back and the new customer service agent says theirs's no record of it. I have not received my Connect23 Visa card as of today. ”

“  Ordered to change gas supplier, if I understand correctly, the supplier did not change, with o reason given. ”

“  Poor, unfriendly customer service. Long wait time for rep. Rep sounds real dull and unfriendly!!! Doesnt understand what it is that I am saying and explaining about bill. ”

“  Rec'd letter saying I would be billed $4.99 for something I did not request. On 3 occasions I attempted to remove this Greener Life from my bill which I had not rec'd even my 1st bill as I began service on 2/1/2022. If I had asked for it would be free for 1 year, which I did not. The two attempts that I made were 45 and 20 minutes before I hung up. Finally, it was taken care of after a total wait & completion time of 1 hour & 15 minutes. This is unacceptable & I will shop around in 1 year. All this before I rec'd my 1st bill, a good start for GNG. ”

“  After trying to become a customer, not getting callbacks about my account, and then having to be on hold for total of well over three hours, on three separate phone calls, I decided to not take advantage of their low gas rate, plus $100 off to switch, plus a $25 gift card and stayed with my current gas service company. How in the world GNG gets a three, four, or a five star reviews, is beyond me. Certainly, most are fake. Always check the one and two star reviews. Maybe years ago they were better at servicing their customers, certainly not in 2022. ”

“  We have been sitting in hold for hours over the past 3 days to cancel our service due to selling our home. All we get is transferred and dropped. You can do anything online EXCEPT cancel service for which you have to call ”

“  We have been a GA Natural Gas customer for 2 years. We had been set up as an automatic bill payer for the entire duration of our service. For a reason that GA is unable to discern (not a rejected pmt, expired card, etc.) the payments stopped processing. This was an error on GNG not us. They claimed they sent ONE letter to us about disconnecting (which we never got) and called one time- but were unable to identify what number they called and did not leave a VM. No email communication was sent. They cut off our service on a night that the temp dropped to 32 degrees. We have a small infant and with no notice had to find a way to heat his room and also were unable to bathe him or cook dinner. They can't get anyone out until 4-8pm the following day. This is ridiculous during a pandemic where we are unable to work in an office or even shower/stay at a friends house due to quarantine. This is not how you treat customers. Completely unacceptable. ”

“  I was supposed to have my gas turned back on today at my apartment. I work at the apartment complex I live at so I asked them when they got there to call me or use my gate code to get in, I couldnt take off work to be there, but I was assured I would get a call. The technician did none of that because they do their own thing and when I told this to the customer service representative she started laughing at me over the phone. After a couple seconds of laughing at me she apparently got bored because she hung up on me. Very very poor customer service from here. WATCH OUT! ”