Roanoke Gas Co - Roanoke, Virginia

Heather B.

Unfortunately, my customer service experience is similar to many others who have left reviews. Several days ago I called to make a service request because our gas meter has been squeaking, sounds like a flock of birds under our deck. They told me they would come today “sometime before 5p” but they said couldn’t give me a more specific time frame. It was one of my days off from work in which I had many other things I could be doing. I even called earlier today to confirm the request which was verified and they again told me they couldn’t be more specific about the timeframe. “Sorry for the inconvenience .” I waited. At 4:47 PM, I called and was told by the customer service representative that my service request was “canceled“. I had not received any phone calls to cancel and no one showed up. So I’ve made a total of three calls for this customer service request. It is Friday. They tell me I have to call back on Monday to reschedule the service request. That will be call #4. Only problem is, I have to work on Monday. And I didn’t work today and was able to be home. If I were the customer service department of this company and I were ACTUALLY “sorry for the inconvenience”, I would definitely be calling this customer and going out of my way to not make any further inconvenience. Frustrating.

Michael N.

Not happy with billing/payment. Only can use automated payment options. Doesn't work half the time end up spending 20+ mins trying to pay a bill. You'd think they would make it easier to collect there money!

Linda G.

Impossible to find info about your account on the phone or online. The woman on the phone was pleasant, but could share very little with me about the last bank they withdrew my bill from (I suspect it was an old, closed account). When I went online to look in my account, they would not accept my username or password, which had been autofilled for years. Tried to change them and provided correct profile info - which they said they did not have on file. What?! Same info for over 20 years. Very frustrating!

Kenneth B.

Very professional and extremely kind on a scale of one to 10 they exceeded a 10 I would highly recommend this company

Hannah T.

Horrible, horrible, HORRIBLE customer service. We were moving out of a house, and closing on the new one got pushed back another week. Realized Saturday morning I forgot to call and extend the service. I call and of course customer service does not operate on weekends so I was directed to the emergency line. I kindly asked if there was anyone that could help me as we had no heat or hot water and have a 2 year old. The lady I talked too was super rude and acted like I didn't know what I was talking about. The fact that this is a utility service and there are no on call specialists to assist when things like this happen is RIDICULOUS. so glad that the house we are moving to doesn't require gas for anything. I'm not the kind of person that generally complains about any person that is paid to answer a phone, but geez, do better, be a decent human being.

Morgan Y.

One star only because the ladies on the phone were kind (though not helpful), but that is the most I can say for Roanoke Gas Co. First, charging $330 for a deposit fee is wild, on top of that, it was not explained to us as new customers. (Return of the $330 at the end of 12 months if you have no missed/late payments). So, here I am trying to keep that $330 and ensuring I get on right away to pay my bill. I entered my payment info, but no confirmation that the payment was received/bill paid. Thinking it was a glitch, I tried again. No luck. Figured I would call customer service during business hours. Then I see the withdraw from my bank account for the bill amount THREE times (an extra $240). I called customer service, they explained to me that the bill was paid (3x), but still no confirmation email/indication on my account that they bill was taken care of. I asked about cancelling the pending charges to my bank account, but they said they would charge me for canceling any charges (even though 2/3 of them weren't even going towards a bill). So, I asked for a refund. A month later, refund never came, next bill was ready to be paid. I called to ask about the refund/using that money to pay current bill. They couldn't tell me if the refund had been processed/was being sent in the mail/if I could use that amount to just pay my current bill. She said "just keep an eye on your account" when I asked if there was a way I could know if/when I would get the refund OR if they would use that money to take care of current bill. So here sits another bill, that I'm not sure how to pay (without overpaying), to no fault of my own. As someone who has never had a late bill and rarely writes Google reviews, I cannot express the frustration and awe that I'm left with each time I get off the phone with this company. I'm doing what I can to be a good customer and receive my $330 refund back, and they're doing what they can to keep it.

Roanoker

Called to turn off services after selling my deceased mother’s house and they locked me out of the account that I had autopay on and told me they need a death certificate. The house is closing tomorrow. This is shitty.

Sean K.

So I left below a previous review of Roanoke gas company. I wanted to come back and revise this review because after I cut through a gas line at my business they were really quite awesome. I suspected they would stick it to me hard when they had to come out and fix it but they did not they did charge me but nowhere near what I expected and they were kind and prompt so my previous review was based on the only experience I had this new experience makes me change my mind. Old review below

I so wanted to switch my service from oil fired to gas in a house I own in Roanoke. I left 4 messages over 2 days with Brett Bennett and never got a call back. Pretty sad that I can't even get them to take my money. POOR CUSTOMER SERVICE. This got me to reading the reviews. Glad I decided to stay with oil.