Complaints
This profile includes complaints for Hawaii Gas's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/03/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called for ONE new tank in March and it was delivered and billed. This month I got another bill for ANOTHER 126 gallons that I did not order. Apparently the gas company on its own removed the tank that was 3/4 full and replaced it with another tank! I now have a bill for $307.29 for two tanks when I only owe for the one tank I ordered. Ive now paid for a tank thats been taken away and being charged for one I didnt order!
Business Response
Date: 05/05/2023
Dear *****,
Thank you allowing us to resolve this with you directly. We appreciate you letting our team to explain the line items on your bill.
Feedback from customers like you help us continually improve our customer service. For future reference, here is a link to explain our bills for Utility and Non-Utility customers: *************************************************************************
Mahalo for the opportunity to work with you.
Warm regards,
Hawaii GasInitial Complaint
Date:02/21/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Billing practices are unfavorable for customers. Poor operation of a monopoly energy business. Their web service is exceptionally difficult to use and setting up an account linked to your service does not seem possible. There is no one way to view my billing and payment history. Payments are still requested by MAIL! Its the most archaic billing system I have experienced in over 10 years. I almost believe they are trying to collect late fees. Setting up gas service also requires an inspection, even if service is only being transferred between parties. Fees associated. Lots of fees on startup. I received a dishonest credit check, requiring hefty deposits for service. They could not provide any info as to where they obtained my entirely inaccurate credit report. This seems like a fraudulent move. Phone calls with representatives lack any reasonable level of customer service.Overall there is just about zero care for the customer experience from this **********************. This is obvious when you look at their billing practices and startup fees. Dig deeper and you'll uncover more. But hey, why would they spend money to stop providing unsatisfactory service when they're running a monopoly?Business Response
Date: 03/07/2023
We appreciate you sharing your concerns.
Based on feedback from customers like you, we launched a new online billing system in October 2022 to streamline the payment process. We checked your account and see that you have been paying on time via credit card through the online portal since December 2022. We appreciate you using the new online billing system. If you feel you have been erroneously charged for any fees, please contact our customer care center at ************ and we will work directly with you to resolve any issues.
We appreciate your patience and understanding.
Mahalo,
Hawaii Gas
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