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Business Profile

Natural Gas Companies

Texas Gas Service

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Natural Gas Companies.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/27/2023

    Type:Billing Issues
    Status:
    Answered
    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.

     
    Complaint: 19495934

    I am rejecting this response because:

    they want me to wait until next December anJanuary to see the how much we use, because the temperatures. To me it is super clear that the meter was floating 

    Sincerely,

    *********************************

    Business Response

    Date: 02/27/2023

    We have visited with the customer regarding their concerns. 

    Business Response

    Date: 02/28/2023

    We have verified the readings are accurate with the original meter. The customer's usage is in line compared to previous years, but the cost of gas has increased compared to previous years. 

  • Initial Complaint

    Date:12/19/2022

    Type:Billing Issues
    Status:
    Answered
    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.


    Complaint: 18604130



    I am rejecting this response because I did not receive my bills for several months, no one at the business attempted to contact me, and the supervisor didn't send my last two months bills via email.  It's very confusing why I business response about contacting me recently is not correct.  Why would a business try so hard to hide my invoices and then not call when they say they have?  I have no voicemails.  The real problem here isn't the lack of a phone call, it that my billing balance for the months are hidden by a billing cycle that overlaps the due date of the 16th of the month, thus combining two months bills then not giving me access to the information to pay my current months bill.  Why would a business stop sending invoices?  Why would a business not send the invoices I requested by email?  Why would a business say they left a message when I have no voicemails?  Clearly the business is not telling the truth for a reason and their original representative read from a scrip and then without my permission tried to set me up on electronic billing even after I asked why I had not received the bills by mail.  Instead of quoting me my current address, the representative quoted an old address from over 1.6 years ago.  I've never witnessed anything like this and all I am requesting is my November and December bills by email at ****************@gmail.com.



    Sincerely,



    ********** ********

    Business Response

    Date: 12/19/2022

    Attempts to contact Ms. ******** have so far been unsuccessful.  A representative left a message for Ms. Michals
    that includes a direct dial number.  Ms.
    ********’ bills have been mailed to her service address, if she prefers to have
    her bills mailed to an alternate mailing address, she can certainly call our
    office to the mailing address.  Unfortunately,
    customer that are not enrolled in E-statements cannot view their actual billing
    statements online.  The bill amounts,
    consumption and payments received are available to view online, as is the total
    amount due on their account, just not the statements themselves.

    Business Response

    Date: 12/22/2022

    Our records show that the bills requested by the customer were emailed to her on 12/19.  However, we have emailed them again to the email address she has provided to the BBB.  A copy of the email is attached for your review.

Texas Gas Service is NOT a BBB Accredited Business.

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