Texas Gas Service

I was prepared for an issue with customer service, not necessarily because of reviews. I encountered an obstinent young woman and insisted I be transferred to her boss thinking it was going to get worse but it got better. Miss Martha G was the most apologetic and then helpful young woman. Then after that, a tech arrived with a sense of urgency and great attitude a short time later. That tech, Mr Wes, addressed my concerns and then later came back and accomplished an upgrade that was needed. All the while just super polite. goes without saying but dont let a few bad apples spoil the bunch. Positive waves .No negative reinforcement, can cure rudeness… I am hoping!!!

I’ll keep this short. All the 1 stars you see here are accurate. Don’t believe anything customer service tells you (including their managers). They are all lying sacks of crap with zero understanding of how to treat people or fulfill promises.

Horrible online and on-​call «service.» Baffling when people are simply trying to make a straighforward payment and «Gas» can’t figure out how to process it. Wow. After 45 minutes on the phone. … Wow. And I thought Austin Energy was bad.

I’m writing this not because of poor customer service (all phone reps and regular hour service guys have been great) but because of our safety. Last night we smelled gas. The smell got stronger as we started to investigate. We immediately called the gas company and they asked the pertinent questions and said someone would be there shortly. We left our house as we were told. After 30 minutes no one had arrived or called. When my husband called back to see when the tech was expected to get here they couldn’t give him an ETA and we were advised to call 911. So he did. Within 5 minutes the fire department arrived. They were the ones who contained the leak. They even checked the neighbor that is in the other half of our duplex. By the time the gas tech arrived, he had the nerve to say we didn’t have a leak. And even complained about the long dive being for nothing. But then he had to replace a gas main (not sure if that’s the right term) outside because it was so bad.
My complaint is he acted so upset about getting called to do his job! I don’t call the emergency gas phone just to point and laugh! If he’d been quicker to respond maybe he’d have been the one to stop the leak…

These animals who run this cartel have little tolerance for late payments

Dear Texas Gas Service please read my review below but also know I have filed a complaint against you to the following agency:
Gas utility service is regulated by the Railroad Commission of Texas (RRC). Complaints about your gas service should be directed to the RRC.
Website:
Office of Public Assistance (toll-​free): 1−877−228−5740
You may write to the RRC:
Railroad Commission of Texas
P.O. Box 12 967
Austin, Texas 78 711‑2967
This company fails on so many levels, from their online processing to their face to face interactions. A). The online or by phone payment system SUCKS it’s inoperable and useless!
I dont trust these guys with my card number as I can only imagine what lame security they must have for cards just judging by their idiotic customer service. So I am left writing monthly checks to these jerks.
B). Recently they cut off a friends service (she’s a single mom with 3 small kids and money is tight) she had a bill of a little over $ 100.00 dollars they cut her off on a Wednesday, she payed the bill that day and was told they could not cut it on until MONDAY! Heartless, lazy, a_​_​holes
in my opinion.
Does the top executive Mr. Robert S. McAnnally realize what a sorry company he runs? Has he ever looked at all aspects of this business and done anything to improve it, at first glance NO, NO, NO… He’s lucky he runs a large company because in my opinion if he owned a small business he would be out of business, I promise you that.
His menions in the business Caron Lawhorn and Mr. Jim Jarrett are obviously no better at running a company because they are CLUELESS to their customers needs.
Dear Mr. McAnnally, Mrs. Lawhorn and Mr. Jarrett please don’t hold yourself out as equal to any executive in this country because you are not, you are running this company like the monopoly it is, and if you had to compete on any level all three of you would be fired on the spot because in my opinion you are horrible at your job. So when you are bragging to the neighbors or at the country club please don’t believe the lies you tell to yourself about your own business acumen, because I don’t believe there is an ounce in all three of you combined as it is obvious at every level of your business.
I leave you with this, treat your customers better because they deserve better than the way you three are running the company.
PS) — You are making the other hard working employees of this company look really bad with your non leadership.

i just moved from europe to austin and im so mad realizing the difference between customer service in europe and here that i can literally pull my hair out. who said time is gold in usa?
why on earth should i be sitting in an empty house from 8am until god knows when till your technicians appear? what about my job? my time is not important?
why can’t i at least talk to the obnoxious human representatives to ask for even a slightly more limited time window for when they’ll appear @ my door instead of this stupid answering machine?
all day time window? really???

Their website is absolutely BS. Last year it took 15 minutes to make a payment, today I can’t even log in.

Ridiculously slow automated payment service. It’s like the robot is 300 years old it takes 30 min to make a payment. Just give them $ 500.00 for the year and be done with it. Otherwise their gas is very reasonable.

I could not hate this company anymore if I tried. Every negative review on here is an absolute fact and the only reason I haven’t told them to go shove it and used service with another company is because they have s stronghold on my neighborhood and I’m physically unable to.
Your customer service is absolutely terrible, I love ending a conversation when I just payed a huge bill with the woman on the other line saying, «I’m done.»
The fact that they don’t make appointments, and to have my gas connected, I would have to take a day off work and WAIT for a phone call between 8am-​4pm. 8 hours of waiting. They sure as hell turned my gas off real quick, but when it comes time to turn it back on it’s suddenly a huge inconvienece. Oh and if you aren’t available, it’s a $ 10 fee you’re charged with. How can I pay my bill if I’m supposed to take days off work and wait for these guys to show up when they can. IF they can.
You’d think your terrible company would see how many pissed off customers you have and do something about your snotty customer service reps, outlandish fees and HORRIBLE appointment scheduling. FIX the problems, Texas Gas.

Texas Gas Service is a joke and they have ZERO customer service. I guess that is what happens when you can’t get service from anywhere else.

Horrible customer service, they give you the run around and don’t care. I wish I had another option! This doesn’t seem right that they can do horrible business and we have no other choice, but to use them! I’m just trying to get the gas turned on at my new residence! It’s 40 degrees outside and no clucks given! I’m not looking forward to this business arrangement at all! Wish I could leave zero stars!

Without a doubt, the worst customer service of any utility. These idiots will give you the run around and come up with every possible excuse to cover their asses. Waited all day for them to show two days in a row… their genius technicians couldn’t figure out how to walk through my security gate, even with the code in hand. These are the retards we trust to hook up our gas service? Yeesh! Try calling one of their «customer service» reps! It’s like talking to a mash-​up of R2-​D2 and Hal 9000. I’m not 100% sure this dude had a pulse. Texas Gas Service, you’re FIRED! Oh yeah, I can’t fire you… there’s not an alternate choice! THE JOKE’S ON ME!

We had an appt and due to my wife and I both working were not going to be able to stay all day for an appointment time between 8am and 8pm. Because of this we set it up with our complex to let them into the unit and set it up. Simple right? Not so, the technician called my wife twice within 5 minutes and then, because she couldn’t answer her phone at work, left. They are going to be out at the complex working on another unit on the same day but will not even consider asking the technician to set our unit up while he is on site. If there was any other option outside of drilling my own gas well i would love to tell them to kick rocks. Monopoly= terrible service.

Consumers beware! Texas Gas Service charges a $ 1.50 fee if you pay your bill online.
NONE of my other consumer accounts, even Austin Energy, charge a fee to pay your bill online. Outrageous!

What a pathetic company. These people should be ashamed of how they treat their customers. First off they don’t turn on gas over the weekend — apparently they are not aware that is can be just as cold during the week as it can be on the weekend. Second they send a service guy to my house, he’s supposed to call twice — never calls. Knocks on the wrong door after being instructed by my neighbor the correct door to knock on. And after that they want to charge me for the missed appointment and then reschedule me for the day after tomorrow. The things shitty companies can get away with when they are the only one of their kind in a city. I hope their facilities have a leak and someone lights a match.

The thing about this company is you really don’t have a choice, so customer service isn’t a priority. Having said that, I’ve been waiting 5 hours for new service, and it could be another 5 hours; the window is literally all day long. Even the cable company gives you a four hour time frame.

Worst experience. They tell me to wait between 8 am and 5pm!!! To get service. I can’t leave because if they show up and I’m not here this process starts all over. I call at 4 pm to find out where the hell he is and the operator tells me about his 200 other service calls. THEN CALL ME AND
RESCHEDULE!!! Now she tells me it will be sometime after five, no estimate… Just after five and again reminds me I can’t go anywhere or I won’t get service. I guess when there is no competition you don’t have to put much effort in. I don’t care how expensive solar is, I’m changing over!

Excessively expensive first bill, and to add insult to injury you only have days to pay it!
They only do online payment, or payment over the phone for an additional $ 1.50 charge.
When you call them to pay, they demand your account number, which you have to call another number, identify yourself, answer rigerous questions, etc to receive and only then can you get raped by their little charges.
Total pain in the rear end, things dont need to be this complicated.

This company sucks!!! I would rate them NO stars if it was possible. They are the worst. I have never hated a company like I hate this one. They did not attach a notice & just turned off my gas!!! 5 minutes after the guy turns off the gas I call to pay it & they can’t come until tomorrow!!! It’s 10 am in the morning & THEY CAN’T COME BACK TILL TOMORROW!!! Shitty. They will be here tomorrow & it could be ALL DAY!!! It could literally be after 5 pm & someone has to be here to let them in. HOW is it that I have to wait ALL DAY — & if I miss them it’s an fee of $ 10!
THIS FREAKING MONOPOLY IS THE WORST!!! And if I could go to a competitor I would, but because they are a freakin’ monopoly I have to get their freaking service!!!