we had a gas leak at my home and called Texas gas for emergent assistance. Gentleman- Roland Castro came out to help us and he repaired the leak within 1-2 hrs. we felt relieved after the repair and couldn't thank him enough. He was very professional, very knowledgeable with his work. Texas Gas should be very proud to have an employee that really cares about his work. we were leaving out of town and felt so good knowing that our home was safe. Thanks a whole lot Roland, you were awesome to work with. date of service 5-27-26 North Austin Jerry and Cher Lopez read more

Gas consumption doubled from one month to the next. Called Texas Gas Service, customer service who were very helpful . A , technician,JaQuon, employee number,Oke 21118,responded. He was very professional, skillful and prompt. I was impressed with , JaQuon's work ethic , he made this experience a positive experience. Thank you, Texas Gas Service and JaQuon for excellent service. My house was made safe, and meter was replaced a defect was found and corrected. read more

Jose Solis was checking another apartment for a gas leak and made sure that the leak was found so he asked if he could check out our apartment and there was a leak near the dryer. He told us how to get it resolved. It was his extra effort that make him a vaulable employee for Texas Gas. read more

TWO THIRDS of my monthly bill is OVERHEAD and tack-ons! Natural gas goes up 25% in three yrs and they DOUBLED the pricing. Perfect example of a corrupt and CORNERED MARKET! read more

They supply gas. Their phone customer service is great. When I moved to the area I didn't know to connect with them or create an account. I thought utilities were all through City of Austin. Turns out gas is not. So what did Texas Gas do one day? Cut me off and left a note on the door. Did they ring the doorbell, "Hey sir, would you like to create an account so I don't disconnect you?". No, they did not. I called them, phone service was great. But they wouldn't reconnect me until the next day, because all their technicians are booked up. (They wouldn't be so booked if they had just talked before disconnecting, now the tech has to make two trips not just one!). I'll have to pay a reconnect fee and be home so they can come in. One night of no gas: no usable stovetop, close to freezing temps. So yeah, 1 star from me, upped to 2 because the phone service was friendly. Though I vented to the customer service they didn't even apologize. So I guess "disconnect without notice" is their policy, and it sucks to be on the receiving end of that. I see many similar reviews :( read more

Absolutely horrible service! They disconnected my gas, then wouldn't let me personally reschedule an appointment because even though I'm on the account, I'm not the primary person on the account (shouldn't matter, I live there and pay bills too) Finally got an appointment rescheduled only for them to not call, not nock, or notify anyone at all even though we were awake an home. Gas is still not turned on, and now we're being charged extra for missing the appointment. I'd like someone from Texas Gas Service to explain why the fuck their business is so shitty! All day appointments? Just schedule a fucking time because people have to work. read more

My company used this service. The billing was authorized under the company name not my name as is usual with a corporation or LLC. I sold my company and paid all outstanding bills including theirs before the sale. In fact it was a condition of the sell. Three years after I sold it they put a balance for service on my personal credit! That is illegal.....This amount was from the next owner of the business. This is what AI has to say about their business if you Google them: " Texas Gas Service in Austin, Texas, has received numerous negative reviews, particularly regarding customer service and billing issues. Many customers report difficulty resolving issues with billing, payment processing, and account management. Disconnections without notice and unresponsive customer service are also common complaints." read more

Everything they are the worst! Lets find an alternative! So we called because the gas was turned off and we never received any notices that was a first problem and then they said they would be there 6 to 8 minutes and no one showed up again you can never get a hold of anyone. It is the worst customer service of any utilities company? I think everyone should make a complaint to the state utilities commission they're awful. read more

This is the worst operation for Austin to heat up our homes. It is exactly what a monopoly look like. Appointment booked a month in advance to reconnect a service, no one shows up, called and waited almost an hour for someone to answer my call, only to lie saying a tech came at 5:30(after hour). Though my cameras show no one came by and never got the requested confirmation call. read more

I have been home all day, our appointment took 8 days to turn on service at the townhome we moved into. We have no heat, no hot water and they claim that someone called me twice and I can show my call records that isn't true. They left a slip on the front door NOT A KNOCK OR RING, I have two chihuahuas and if they service person would have even breathed loudly they work have barked. Now they are saying next available is DECEMBER 27th. Today is the 14th. No heat. No hot water. Can't cook. WTF?! read more

They may be the all-time worst company I have ever dealt with. We set up an install, which took several days for them, and they claimed they called us, and since we didn't answer our phone play never showed up. However, we never had a missed call and I even called them During our scheduled time asking for an update of when they're coming. When they claimed they called, they said they don't leave messages that I just had to answer the phone and that I would have to restart the entire process to fill out another application for service to get it rescheduled. Now we will be without gas and hot water for a couple of days while we wait for them to come back. Absolutely would not do business with them if I had any other choice! read more

This is by-far the worst customer services and on-site service. Order a retirement of a line to start a new build but they never come, 6 weeks after we submitted a request, when called, they don't know and take 30 minutes for a hold. The austin housing development is seriously impacted by this slow and I would say inactive services of the city. Completely Junk services read more

This review is solely for an issue that happened at our house. When we were closing on our home, TX Gas came and drilled a bunch of holes in the driveway and side yard and spray painted a bunch of stuff. When both we and the current owner tried to call the gas company, literally NOBODY knew anything about it. We knew it was the gas company because the neighbor had seen them, but nobody had been notified they were coming or why they drilled holes. The current owner had to actually go to the office and wait ages to find out there was a gas leak on the property that was being monitored. This is disconcerting news to hear THE DAY BEFORE YOU CLOSE ON A HOUSE. Anyhow, we moved in and finally got someone to let us know it was a small, slow leak that was being monitored and would eventually need to be repaired but wasn't a huge concern. Our issue was when they finally came to fix it. First of all, we got a letter in the mail saying the gas company and their subcontractors would be there to fix it the following week. WEEKS go by. Multiple weeks. Nobody shows up. Nobody tells us anything. Finally one afternoon there's literally a backhoe in my front yard digging. They get everything done and the subcontractor says someone will be by from the gas company to test for leaks. The guy comes, and can't light the pilot on our water heater. HE WORKS FOR THE GAS COMPANY AND CAN'T LIGHT THE PILOT LIGHT ON A WATER HEATER. What. The. Eff. He tries multiple times and it goes out each time. I have to keep going to outside to find him and ask him to fix it. Finally he tells me it's an issue with my water heater and to call a plumber. Luckily, a plumber that had been at my house for an unrelated issue was working around the corner so I asked him to come by and take a look. He lit it in five seconds and was on his way. I assumed the GAS COMPANY EMPLOYEE would know how to light a water heater, so I didn't check it myself. How are you employed by the gas company checking for leaks if you don't know basic ish? So lame. read more

I apparently forgot to request gas service at a new home. That's all my fault. Maybe there was a notice sent to me. I haven't been able to get a key to my mailbox. It takes up to 2 weeks for the USPS to issue a key. Back to Texas Gas Service: I have children at home. No gas to cook or hot water to bathe. Wait time is 2 days. If I agree to pay $67 dollars I may be able to get an earlier service appointment. I disagree with a policy that allows those who can pay $67, faster access than those who can't. I also feel waiting 2 days, then given an all day appointment window and receiving a warning from customer service, that if I miss my, all day window or phone call, I will go to the back of the line. At the moment I am concerned about preparing food for my kids and giving them warm water to bathe. Why can't TGS do any better than this? read more

Worst service I've ever had. Whether you're talking to the automated system or a person, it's still just a robot that can't do anything. You better give them plenty of time to turn on the gas, cause it will be a hot second. read more

I work in real estate and have worked with probably close to 100 utility companies across the country. This is far and away the worst company I have had to work with. Their systems must be very confusing because the employees in the call center always seem to have a very difficult time finding information. You can talk to 3 different employees on 3 different days and get 3 different answers to the same questions. They always seem to be very confused. Similarly, their techs all seem to make up their own rules as they go. There is no consistency within the company. I can only assume the management is clueless, as the lack of processes has to come from the top-down. I have tried escalating my concerns, but no one seems to care. It's a monopoly, so there's not really much a consumer can do. However, I would recommend going with electric or propane appliances to avoid having to work with them. They truly are that terrible. read more

Incompetent service. I called because I was being incorrectly charged and was told a member from the billing team would be in touch within the week. After a week with no call I called back and they simply told me to keep waiting. Still no call back and it's been well over a month. They are also apparently incapable of simply transferring you to the mysterious billing team. read more

Appalling customer service. I would imagine one is treated better in a Super-Max prison than by TGS. It is truly a shame that they are the only company in town. Because of their monopoly, they have the ability to treat all customer with contempt, which they exercise to their delight. I scheduled them to turn our gas on, and we had an empty home, SAVE FOR ONE EMPTY CARDBOARD BOX. They left immediately because "the residence was furnished". When speaking with customer service after the fact, they explained that not even a sheet of can be on the counter. Do they employ thieves?? Are they just supremely lazy?? Dealing with Texas Gas Services is akin to interacting with the worst person you know-they simply do not care about you or your comfort; all they care about is your money and how hard they can fuck you raw. read more

I guess they can have one star for always keeping my house gassed up. But, then again, that's why I pay them, isn't it? I am less than thrilled with their service -- suffice to say that it took mediation from the Better Business Bureau to get them to act professionally. I guess when you're the only act in town, you can pretty much get away with it. read more

I hate Texas Gas Service because they're a monopoly and they act like it. But I like having heat, hot water, dry clothes, and a hot dinner so what can I do? (electric appliances are even more expensive to operate) I have service call stories, but my real gripe with TGS reoccurs every month. Their methods of screwing consumers boggles my mind. Here is an excerpt of my bill, along with my explanation for each charge. Keep in mind--my bills are paid every month on time--this is what they charge a "good" customer. Customer Charge: $9.75. This is fee to help TGS cover their costs of providing gas, including paying for billing, meter reading, etc. Why I have to pay separately for these services, I don' t know. Why this fee is so freaking high is beyond me. Many months I use so little gas, this fee is more than the "cost of gas." And why does TGS charge for this AND "delivery?" Delivery Charge: $1.96. This is a charge customers pay to "have natural gas delivered to their residence." Really? Since the customer charge wasn't enough? This amount gets much higher in cold months. Cost of gas: $10.95. This is what TGS actually paid to buy the natural gas, and they cannot mark up that cost directly. I'm okay with this item. Weather normalization: $0.04. This is a fee TGS charges depending on the temperatures. Basically, if it's warmer than normal and TGS doesn't sell me as much gas they otherwise would, they make me pay a fee. Do you understand this? They are charging me a fee because I didn't buy more gas because it's warm. WTF? Relocation cost recovery: $0.41. I don' t know what the hell this is. Franchise Tax: $1.23. Franchise taxes are "income taxes" that businesses pay on their net income. TGS is passing their tax burden on to me. This is in addition to all the other fees. Gross receipts tax and city tax of $0.74. I'm okay with these. Thanks for abusing me, TGS. I'm so lucky to have "clean reliable natural gas." read more

Oh, Texas Gas Service! How you are truly one of my best friends! I am sorry for not realizing this earlier. I would have spent time buying you lunch and drinks for helping me. Adding you to my MySpace hall of honor. Telling you you're one of my favorite people. Writing you snazzy compliments on Yelp. But no. I am a little dense, and it takes a lot to realize how you have voiced your displeasure with various women from my past. So, yesterday, while on hold with your customer service, it hit me. Every cold shower in my life has been because one of the illustrious women in my life flubbed the account with you. (usually on the coldest day of the year.) Also, we're talking about probably five occurrences of this. You'd think a shot of hypothermia to the junk would wake a guy up to things. Make him take inventory of his relationship. His life. His core body temperature. Well, good morning, America! How are you? Don't you know me? I'm your native son. From now on, gas company, you are my barometer. Well, you and the rest of my friends who also voice their displeasure at all the illustrious women in my life. read more

Talking to their customer service representatives is like banging your head against a concrete wall, then having it crushed underneath their mountainous mounds of incompetence. I was supposed to get gas Friday. That was already a week of cold showers (which, I admit, is most likely my fault for not calling sooner to connect the gas). But then, THEY NEVER CAME. I live in a garage apartment (labeled #GR, for those who don't know Texas Gas speak). It's down a long driveway, and there are two entrances. I put notes on BOTH doors to inform the serviceman which one to enter through. When they didn't show up by 6 pm, I called. The woman assured me, promised, that the guys would show up that night. So I waited some more (note: I did choose the waiver form method, but I was at home anyway, because I thought it was weird that a stranger could be in my house and do whatever the hell they wanted, and if there were damages it'd be on my bill). ...8 pm, still no one. So I call again: offices closed at 7. Great. ...9 pm... ...10 pm... Finally I turned off my outside light, removed the key from under the mat, called it quits and took another cold shower. I call back today, to hear (from a bitch who talked in a sickly sweet, fake voice) that the technician came. And knocked. Found no one home. Didn't see any key. Saw no notes. No waiver form. WHAT?!?! Apparently the technician went to the front house (because, you know, 'garage apartment' is Texas Gas speak for 'house') and knocked on their door. He apparently didn't see my car, in front of the garage for the GARAGE APARTMENT, which could be seen because my light was clearly on. Now I'm getting charged for that missed appointment. My frustration for that company is unending and I HATE them. P.S. The reason why Texas Gas has ALL-DAY appointments is because they're dumb and employ the same people who connect/disconnect services to also answer emergency calls. Get another dispatch unit, you fucktards. read more

Yes, 0 stars indeed. I know this review cannot turn people off to the Texas Gas Service Company, because it is our only choice, but since I'm getting hosed, I'll abuse Yelp as my sounding board. There is a fancy $1.50 convenience fee, so stuff posts automatically, instead of after a day (per the phone bank lady). I decided to pay with the online checks from my bank, which were rejected by the Gas company because they have the wrong routing number. This makes no sense, because they are issued by the back, so I paid my account balance through the same bank procedure, and ask them to, remove the $15 from my account. I also call UFCU, which seems to be really good at dealing with this garbage, and they call the gas company. The gas company never sent the check back, there is no returned check, and the gas company didn't write down the phone call, so they don't believe me. I'm still waiting for the 6/12 call to be returned from the billing inquiry people. Nothing. I call today and go through the whole thing again. I understand the company doesn't have to provide good service. I realize they can be as stupid and incompetent as they want, because it is a monopoly. So let this be more of a WARNING than a review. And what type of idiotic company charges $1.50 to pay online? You can send that B directly to my house from now on, pay for the stamp, and the person to open up the mail. Idiots. read more

This is a prime example of why monopolies (no choice) are bad. Worst company ever for service. Makes me so mad I can't type anymore. As SOON as their is another choice, I'm switching even if I have to pay twice as much. read more

Boy, do these guys suck. I have a lot of the other complaints that people have had, little or no customer service, and the disconnection of my service with no warning. Now, granted, I get that I need to keep my bills paid, but let's face it, it's a hectic world sometimes. It's an "I'm unemployed right now gimme a break" world sometimes too. But more than that, it's this. The people who work at TXGas, to a man, seem to suffer from the one aspect of humanity that I can not stand. They're STUPID. Mind-numbingly, soul crushingly stupid. A month or so back, they turned off our gas (again, with no warning) because they had OVERCHARGED MY ACCOUNT BY $80. I found this out after the fact, of course, as my last couple of gas bills have been for $0.00, thanks to the $80 credit I got after screaming profanities at the morons on the phone. I hate having to resort to that, but the F-Bomb was developed for a reason, and this was one in spades. Fuck Texas Gas, they are undeserving of the 1 star I am forced to give them. read more

There was a misunderstanding somehow but they handled it like Pros and were able to get me fixed up. Now we are cooking with gas! Thank you Wayne for your help. I am unsure of the reason for all the negative reviews. I had an issue and called them rather than getting behind my keyboard and roasting them. I could have easily done that but talking to a person politely who was empathetic to my situation worked out much better than posting a negative review and then waiting for someone to reach out and solve my issue. I am not as quick to do that in my business if you haven't called and told me you have a problem. Golden Rule works best everytime! read more

IS THERE ANYONE ELSE??? PLEASE??!??! I havn't showered in over a week because of these clowns. I tried, the water is just too effin cold. It feels like nails being driven into your skull. They pushed our commitment time back 3 times, by a day each time, then showed up 6hrs late on the final day. Apparently there is 1 screw missing off of some piece of equipment in our house that is preventing us from getting our gas turned on yet again. The gas was on 10 days ago when the previous residents were here, what is the deal? I want to put so many expletives on this page that my yelp account gets permanently banned. I hate TGS more than anyone on the planet, heartless turd sucking fuackers. read more

Wow. I am really surprised at all the bad reviews on here. I've never personally had any problems with them. They've always turned our gas on and off promptly (when moving) and their customer service reps have been helpful in doing what I need to do. They've always never turned our gas off for any reason or over-charged us or anything. It doesn't matter how much you owe, if you're not paying your bills, guess what? They're going to stop providing service to you. That's pretty standard for a business. Even if life sucks for you, it's not their job to care. It's their job to provide a service to you for a price. Although, I agree that they should at least give you a disconnect notice. But I would think disconnection would be assumed after non-payment for two months in a row... I'm not sure why anyone would expect different treatment. The $1.50 fee to pay online *is* stupid, but we pay using Bill Pay through a bank so we don't have to pay this "convenience fee." Hey, I don't like monopolies as much as the next dude, but I've never had any problems with Texas Gas Service. read more

I cannot accurately put into words how painfully frustrating it is to speak to any of the CSRs at Texas Gas Service. Imagine trying to find out why you had to wait NINE hours for a technician, with the other person on the line being an ignorant, uneducated, apathetic robot. One star is generous. Having just moved apartments, I took PTO to spend at least half the day cleaning my old apartment so I could turn in my keys. I called Texas Gas around 9:30am to get an ETA and was told that techs run from 8am to at least 5pm and that the person they called had to be at the home already and all she could tell me was that my order was schedule for sometime today (this is also stated in the confirmation email I received when I first requested service). Living alone, my only option was to be held prisoner to my living room ALL DAY. I tried to be as patient as possible, so finally around 4pm I called again, checking for more info. After inquiring about my "courtesy" call (what's the courtesy in a 5-min heads up?), this CSR says "you can get a 30 minute notice, didn't they tell you that?" Excuse me??? No, I absolutely was not offered that service. After speaking to multiple CSRs and managers about the obvious quality issues in training and web mail, I was offered a waived deposit. SOMETHING YOU ALREADY GET IF YOU ENROLL IN AUTO-PAY, and a nominal amount compared to the work hours wasted sitting on the couch. Don't work in customer service if you don't know what the job entails. It's now 5:35pm and I am still sitting here waiting for my courtesy call. The unfortunate part is that they are guaranteed business by my complex and I am bound to them. I just hope I don't encounter further issues so I don't have to deal with another ignoramus. Edit: at 6:05pm I call again. This time I'm informed I could've signed a waiver with my leasing office, saying to let them in without me being home. Yet another option I was not informed on. Also, with leasing offices closing at 6pm, this would've done nothing other than make me lose my appointment. After talking to the tech, he explained their absolutely asinine scheduling procedures. It is to lengthy and idiotic to describe, but it swiftly confirmed how lucky TGS is that customers are forced to use them, otherwise the idiots running it would be on a sinking ship. read more

I went to the Texas Gas Company website to make a payment and noticed there was a $1.49 convenience charge to make an online payment. In this day of every company wanting their customers to go paperless and pay their bills online, to charge a convenience fee is tantamount to highway robbery. Accordingly, I will NOT go paperless and will continue to use my bank's online bill pay which is FREE. read more

They make a game out of blowing off appointments. Just look at the reviews. You're screwed and taking cold showers. read more

I never had a bad experience with TGS. Whenever I cancelled my service (because I moved into another place where the landlord paid for gas), I received a refund check of my initial deposit within just a few weeks. My experience with customer service was always pleasant, too. I'm kind of surprised at all the negative reviews on here, but then again who gets on Yelp to praise their utility company? I guess this girl does. read more

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!! read more

We just moved in to Austin, TX. I set up the gas service a week in advance to start on our move-in date; a technician (Steve Otto) came on the day we moved in, turned the gas on, checked for the leakage, water heater, etc. No problems, great service. The website looks pretty cool too. read more

Plenty of other reviews on here with similar stories, but might as well add my experience. Autopay stopped working, although the same payment method continued to work fine on a rental property we have. No explanation from them. Came and turned off our gas right before the holiday weekend over a bill that wasn't even $100, can't turn it back on until the following Tuesday. Only notice we got was a phone call from a blocked number two weeks in advance with no voicemail left. Extremely hard to believe that their business practice is to just turn someone's gas off after one phone call without being able to hook it back up for 5 days. Still in disbelief. read more

I am currently on minute 23 of a simple call to Texas Gas Service just to get my (fifteen million digit) account number so I can pay my damn bill. Apparently if you lose your bill and haven't committed to memory the fifteen million digit account number, you get some clueless albeit polite payment center employee when you call, who then has to get APPROVAL FROM HER MANAGER to transfer your call to actual Texas Gas Service customer service. ...who then can take a payment over the phone for $1.50. what is going on?! read more

If you already have an online account and you move from one place in Austin to another, DO NOT sign up for paperless billing at the new place. Because if you do you will enter a world right out of Brazil. The new account will be given a new account number. It will not be automatically added to your online account. You will be unable to see or pay your bill: every time you log in you will see a nice "$0.00 owed" for the old address. You will be unable to add the new address to your online account because they want the full 18 digit account number (apparently they are forward thinking and have enough room for the 100 Quadrillion customers they one day hope to have), which you never got because they blank out 3/4 of the number on the emailed "bill". You will be unable to pay the bill using your bank's billpay for the same reason. Calling up and using the automated system doesn't help because they won't give you the account number but sure will let you pay $1.50 more for the privilege of paying them... So just save yourself the headache (and hold time for an operator) and just have them mail you a bill. edit: I saved this a few months ago and didn't post it and what do you know they still haven't actually sent me a paper bill. At this rate I doubt I will ever get one. Just completely inept. I sure enjoy paying late fees for bills I never get in the first place! read more

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!!!!!! read more

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. read more

Terrible utility company. Please take it from a multi-property Austin landlord, if you have ANY alternative for gas service, TAKE THE ALTERNATIVE. With the exception of one very nice, attentive, resourceful, and all around awesome technician, the are consistently awful. This includes their phone support, sales clerks, and especially their onsite techs. Here's what to expect: If a previous owner/tenant had service at your property location, and they had a disconnect or unpaid bills, they will make you jump through hoops before they activate anything for you or a new tenant. Do Austin Energy, Bluebonnect, Atmos, or any other provider do that? Nope. Why? Because the account is with the INDIVIDUAL, NOT THE PROPERTY ITSELF!! Secondly, please expect a random technician to arrive and "red tag" some perceived code violation and leave with the gas turned off. Then you fix that "violation" and another random tech shows up a day or two later and "red tags" something else. You fix that, and another random tech.....well you get the idea. They're incompetent and will endlessly waste your time and money while you or your poor tenants go without warm air, warm water, or a cooking range. Folks, this is precisely what you get with a monopoly. If you don't fear monopolistic companies, you need to.....and then you need to fight them. read more