I don't have business with Hawaii Gas but I am the PR for a friend and part of my duty is to terminate service at my friend's residence. Now in this day and age, you would think much of the communication can be done via email or at the very least telephone. Well, not in this case. Here is my short story. 1. I emailed Customer Service with my termination request. Response back was I should call them as they need additional information. I call them back and WAIT on the line for 40 minutes before I disgustingly hung up. 2. I go to the physical Hawaii Gas office. What a shame! a. only ONE customer service window that services payments and all open matters. b. Parking is one big ZERO (fortunately, they are located in close walking proximity to my office which is what I ended up doing) c. If you're not first in line FORGET IT (I waited for 10 minutes and my turn was no where in sight) I left with the idea to be the first in line on my next try by going first thing at their opening 3. After all of this I am still in a holding pattern waiting a PHONE CALL from a technician or installer to schedule a time to get to the service residence BOTTOM LINE- If you really need to use gas get those table propane burner stove tops or get electric (after you install your solar panels of course) Imagine, I'm still waiting to close this account and get the cylinders removed and it's been 37 days since I've started this task. The charges will continue until such time the cylinders are removed. Go figure! One star for the CSR who helped me. I felt bad as I'm sure she gets a bunch of junk from customers having to deal with procedure and protocol of Hawaii Gas... She was polite and helpful. The rest of the issues are out of her control. #nevergas #electricrules #propane read more

Hawaii Gas - Oahu - Natural Gas Suppliers Near Me - Honolulu, Hawaii

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Bills were sent to weong address. Gas turned off..bills paid... still no gas. No response

Just like ******s review, can't get a hold of anybody. Customer support goes directly to Voicemail

I don't know what's happening with Hawaii Gas but I have run out of Propane Gas twice this year! Back in 1/25/24, it was low so I called and spoke to Brandy who is very nice. She said they would deliver on 2/1 but they didn't show up so called again. They didn't deliver until Monday, 2/5!!! Then on 6/21, we were completely out so talked to Brandy again and she said they had a new system which dropped our account!! This is a MAJOR inconvenience with no HOT water to shower, wash dishes, etc. Plus, we have a gas stove so no cooking either for 2 days!! I have lived here since May 1995, over 29 years and never had a problem, not even during the Pandemic!! What's going on at the Gas Company?! When I called on 6/26 for a credit! I spoke to a rude Melissa who says it is my responsibility to self monitor!! Really, no one has ever told me so in 29 years! She said she would have Norbert call me! He never did, instead another lady called who was extremely arrogant and told me again that it is my responsibility to Self Monitor! And there was no system that "kicked my account of the system"! Really, was Brandy lying to me? I read your monthly newsletter, never read that it is the customer to self monitor!!! My account has been on " Auto fill" for over 29 years!!! Supposed to be every 77 days then they changed it to 56 days?? Delivery man and technicians like Donovan are so nice BUT management and customer service are So BAD!!! Hope the Alicia Moy, CEO, reads this and fixes it!!! read more

I have been on the phone waiting for someone to answer. I lasted 19 minutes and still no one. So frustrating. Eventually, I submitted a customer request for new service form and I also left a voice mail with what I needed and my cell phone number. They say they are transitioning to a new customer service system, I actually don't think anyone is in the office or the office staff is down to one person doing everything. This lack of prompt service is causing me to rethink the need for gas for my home. Now I have to eat my words. Just as soon as I hit the Post Review, the Customer Service Representative, Lynn, called me back. She was very pleasant and explained what I needed to know about the service I needed. Lynn said that if I leave a message she will call back. Bless her. I have the information I need to move forward. Mahalo Lynn. read more

Can't say I like them because for the longest time, they didn't have online access. Now I'm trying to activate new service at my new address and when you call the customer care line, it automatically goes to voicemail. And even when you leave a message, no one calls you back. I'm also trying to terminate service at my old address. This is what happens when you allow monopolies to exists and not foster or encourage competition. If you have the choice between electric or gas, choose electric because this company is either incompetent or doesn't care. Also I had questions about the energy credits, I can't get anyone to answer the phone or get a call back or the customer service agent doesn't know the answer or is making up answers. They refer me to the state and when I talk to the state, they refer me to the Gas company so I'm wasting time going in circles. read more

shout out to Carlo at Hawaii Gas for giving an excellent service as usually. He help me 5 years ago and I remember him because he was such a nice person to deal with and an excellent technician. Always professional. Much mahalo Carlo. read more

Requested service hookup over a week ago. They do not answer their phone and do not return phone calls. We haven't been able to take showers or cook for 4 days after our move. We called their emergency number, and they said to call the number that nobody answers and hung up on us. Service is non-existent. read more

I scheduled a delivery for 23 April, 1 1/2 weeks out. My gas gauge was already low enough and would be incurring a bill outside of my budgeted amount. I get home from work and check the tank to find there was no refill! Called on the 25th to check why the scheduled fill was not done. Customer Service told me if there is an outstanding amount, ($24.00), they cancel the request! No notification, no explanation in advance, no credit for their poor business practices!! CS Rep also said they did not know until customers started calling! Bad, bad business!! GET IT TOGETHER HAWAII GAS!! Customer Service is always priority!! Communication is key!! read more

Each time I need to order more gas, I know that it will take FOREVER! I am always put on hold because of "an unusual amount of callers for customer service" OR to contact through website, but there is NO PLACE for ordering a gas delivery!! JUST PAYMENT FOR BILLS!! I hate when our gas gauge reaches 30 because I know it will be a fruitless and LONG journey to finally get me order through to a REAL person! Please get your act together!! I don't have time to hang on the line or repeatedly call or hope that my voicemail message has been recorded. ACTUALLY ZERO STAR RATING!!! read more

I am posting this because my account which normally is around $ 42.00 per month of billing has exploded. I paid my bill for my account on March 27, 2022 for $ 146.95 which covered 3 months. I just looked at my bill today and it is $ 115.59. Is this what is to be expected - I only have the gas for a hot water heater and Hawaii gas is telling me they are cheaper then Hawaiian Electric. This I do not believe. I left them a message and we will see if they call back. read more

Absolutely horrible for residential customers. I've had to re-setup autopay 3 times. They stop it for no reason at all then send cutoff notices. Their website is not customer friendly and is antiquated. Requires a customer to mail or fax information to setup autopay. Fax... who the h$ll has a fax machine. They must be one of the last companies that do not allow you to setup payments online. I've now mailed info 2 times and still can't get it setup. Too bad they basically have a monopoly =P Calling their customer service number just puts you on hold and a bunch of canned, non-helpful answers. read more

Other than all the construction around them, their location is great. My server was very helpful. He came out from behind the counters to check on an item availability for me. Instead of the "Ummm, I do t think we have it, if it's not there." He was awesome!! read more

Found a peculiar leak in one of my valves. Asked for service tech to check it out but it took 5 days. FIVE. DAYS. To fix! Called customer service but no answer, no show for 5 days. If I were to cook something, where would I go to cook? Terrible service. No hot water, no stove working. In addition, I did some digging and they have been fighting renewable projects for a decade. SAD! Not even locally owned since 1997. "Hawaii" Gas has also lobbied hard to be the only energy company that is not part of the State's Renewable Portfolio Standard. Unbelievable. Low IQ, even lower energy. read more

These people are the perfect example of corruption in Hawaii. They put in a new gas meter at my house and my bill went up dramatically from the previous 2 years. Twice they have claimed I gave the wrong account number to pay my bill and charged me a return fee when it's a saved account....crooks. read more

Called first was instructed to fill out app online then go to office and pay in person. Incredibly inefficient customer service. They were nice enough but their system must be slow and not in sync with their online applications. It took us more than 30 minutes just to make a payment. read more

Hawaii Gas - Oahu - Super slow service. Only one person working. - Natural Gas Suppliers Near Me - Honolulu, Hawaii

No star rating. I've been double charged by the gas company. I noticed it pending in my bank account so I called and the girl said she didn't see any charge. No longer pending and now I'm charged twice. Now it's Saturday and I can't contact them because they are closed. I need that money. I've lost my job and I can't afford to pay a gas bill twice right now. You guys need to be available every day. read more

This company is such a ripoff, much better deal to just buy your propane from foodland or anywhere else. I only needed gas for a stove, had a large tank which needed to be filled maybe once in 2 years. The whole time they charge something like $12/month for a bullshit admin fee. What is this for? That's half the price of a full tank from foodland (and less from Costco or even gaspro). Do yourself a favor and get your propane elsewhere and spend the money saved on your family. They also make it extremely difficult to change, cancel or even set up autopay. Not a positive experience, my ass is still sore. read more

Zero stars. Our gas bill ran 3 times higher than normal, so we scheduled a technician to trouble shoot a leak. They scheduled the tech 5 days after our request. He came and in 10 minutes, discovered the leak in an outdoor gas line elbow and said he was required to shut off our gas until it was fixed by a plumber and then they would turn in back on. We found a plumber to next day repair it, and called in to have someone turn on the gas again. At first she said it would be 5 days, but later managed to get it to 4 days. Four glorious days of cold showers and no cooking ability. Something is extremely wrong with Hawaii Gas management and the way they have no empathy for their customers needs. read more

Moved in Monday called prior to move in to get our gas installed it's actually already installed just need someone to replace to reconnect as we are a new homeowner in hoopili. Took them 4days One girl said 8am-12pm I called 9am no call from the guy and it's now 1048am and no tech yet. Here we are still waiting a week with no hot water or tech. So frustrating. Every time I call different answers. Change your name - not representing Hawai'i well! read more

So I paid my bill twice in a month "lack of communication between spouse. So I called these guys up an figured I'd get a refund back like asap or within 3 to 7 days. Apparently not!! they will have to mail a check that will take roughly take 2 weeks. OMG FO REALS WTH gas company please get up to date with your electronics so you guys are better equipped to handle refunds a little bit quicker read more

I don't have an account with The Gas Company. But I know somebody who does. I overheard a phone conversation where the account holder disputed a $30.00 "field collection fee" charged for the company sending an employee out to collect payment that was "late" by 3 days. The payment was due on 9-2-12. A Gas Company employee came out to the house on 9-5-12, to collect payment. There was no phone call or other attempt to contact the account holder. After that, the company imposed a "field collection fee" of $30. I just had to intervene on this phone call. Me: Are you actually saying that you are charging a fee for coming out to collect payment? Gas Rep: Yes. When the service is in danger of being disconnected, that's what we do. Me: Do you realize that it is improper to charge of fee for something the company decides to do on its own? Gas Rep: [non-responsive] My point seemed to fall on deaf ears. Seems to me the Gas Company in this instance appears to be greedy and oppressive. When the cost of energy in Hawaii is way higher than other states are paying, it seems to me that the energy companies should be a little less "heavy-handed". Three days after a due date cannot be considered seriously overdue. In this instance, they get a one star for "crossing the line" into unreasonable territory. I'm not saying they don't do better in other areas. read more

Customer service for Hawaii Gas is very confusing. A representative set us up on a pay plan to pay off the existing gas that was in the tank before we moved in. Then you also pay for the gas that they add each time they come. So it's quite costly. I over paid the payments that were owed. The statements do not reflect the payment plan when they arrive. They only reflect the total due. One day, I received a letter in the mail stating that my services would be shut off if I didn't pay off the entire balance. I called Hawaii Gas and spoke to a customer representative and she saw that I was on a payment plan only after I mentioned it. She told me to ignore the letter because they go out automatically. I told her I had one more payment to make and I gave her the date I would mail it. Next thing I know my service was disconnected. People are correct when they say the online options for this company are lacking. When I went online to pay the balance due...you have to put in the balance yourself because the payment system they use has no connection to your bill. Then you have to call Hawaii Gas back and give them a reference number to prove you paid. Then I had to go back and pay a deposit which didn't seem fair because of what the representative had told me. Now a few months later our gas runs out. I have a credit of $250.00 on my account for over paying and I get on the phone and find that some other-department put me on a will call because of a late payment that was never my fault. Not to mention, I never got any notice that I would have to monitor the tank. The representative(s) always pass it off as the customers fault. They say little comments that make you look like the inefficient one. Who does that? Then the representative tells me she would take my phone number and call me back with an appointment to fill the tank. I thought that was odd but said okay. A few hours goes by and I decide to call back to schedule something and another representative tells me I called in earlier and I am suppose to wait for them to call me with an earlier appointment. I said "earlier appointment"? I wasn't even offered an appointment at all? Then she says to me the previous representative has an order in to a supervisor because the earliest appointment is next week. And that the supervisor hadn't even seen the request yet. I told her that I was never even informed that that was what was happening. I have been in customer service and I know how customers can be and I know what tactics can be used at times to shut the person up and make them feel like it was them who put themselves in this position. Currently we are taking cold showers, have no ability to dry clothes, nor can we use our stove top to cook. We have 5 people who live here. We use a lot of gas which is vey beneficial to paying this company and its employees. As of right now, I am trying to find the lesser of two evils when it comes to a gas provider. I feel like I've gotta be the one who investigates and is on top of it as I cannot depend on the employees to do it. If I could give a no star-I would. read more

A company with terrible customer service because: 1) service charge for every payment method besides driving in person or mail--both costing extra time & money 2) phone customer service answered my question, but just abruptly hung up after & did not ask me if I had any other questions or say thank you. 3) no paperless billing to protect the environment. Yet you pride yourself on being a "clean energy company?" Wish I could use a different service. read more

We were switching the gas from my mom's name into my name, the rep said someone needs to come & check the pressure & he will also be coming into my house so I should be at home & wait for him. They gave me a window of 12p-4p, I called at 345p because still no one came & the rep said the tech ALREADY CAME and he didn't need to come inside because he didn't get a low pressure or whatever. But we basically wasted time & I had to cancel other errands because I had to WAIT 4 hours for someone to come when they already came. There's no communication whatsoever. read more

2018 no online services. Trying to view a previous bill? You'll be driving to their location (during their hours) and paying a fee for that info. Want a copy? That's extra. If you want to pay online they let you. You get to use a service called "Western Union" from 1851. Upgrade to electric. Save money. Also, your house will be less at risk to explode. read more

I can't get anyone on the phone. Each time I call customer service I've waited over 15 min on the phone until I decide to hang up and try again later. It's easy to start service with them but if you want to disconnect your service, good luck with trying to do that. I hope I don't get charged for not letting them know to shut off my service because I can't get anyone on the phone. I tried to email but there is no link to anyone email. If you owe them money then they will call you. read more

The two homes that I have lived both got gas line directly hooked up with the gas appliances. So I don't have any issue dealing with tanks, drivers or sales reps. Now my monthly gas bill is just around $30+ which includes kitchen range, dryer and water heater. With such low price, I wonder why anyone would need to install expensive solar water heater! The only issue I ever dealt with the Gas Company is gas leak. In the previous house that I lived during the '90s, once I smelt gas leak and I called their hotline. The rep told me that if the leak was before the meter, they would fix it free. But if the leak was after the meter, they would charge quite a lot for fixing it. Finally I called a plumber to fix it. The second gas leak happened 10 years ago in the house that I currently live. When I called their hotline, the rep's attitude changed. She sent out a technician right away without asking any question. The technician found out the leak was after the meter. He fixed it right away and the charge is very reasonable. read more

They're giving me a service window of 7 AM to 3 PM a week from today. I have zero gas because when they installed the tank they didn't show me where the hidden gauge on top was. The tank delivery is separate from the service vehicle so I'll have two appointments. And they say they can't coordinate the tank and the service trucks so they have no idea what time they're all going to come. They're charging me $50 as a reconnect fee since my tank was at zero WTF read more

Came home from work earlier tonight & found that my gas was off. I knew the bill was paid, so I called the emergency line because having to take an ice cold shower at 5 AM sounds like an emergency to me. I spoke to a man named Mack (sp?) who confirmed that my bill was paid & they did not shut off the gas. He asked me to give him a few minutes to do some research, since we live on a multi-family property & he had to figure out the distribution point. About 10 minutes later, he called back to inform me that a technician named John was on his way to do some troubleshooting. AWESOME FRICKIN' CUSTOMER SERVICE. I didn't even have to ask (or wait) for someone to come out. John showed up 5 minutes later & found the main tank on our side of the property, which feeds the other unit next door (who also said that their gas was off). After a few tests, John determined that we had a small leak in our regulator. He switched out the regulator & within an hour & a half, everything was up & running. Come to find out, John was on his way home when he got the trouble call & had to detour to my house. I am so grateful! I never write Yelp reviews, but I feel like these employees, especially John, deserve some sort of praise for a job well done. Thank you gentlemen for saving my a$$ from having to take a cold shower & providing excellent customer service! Update: I'm getting ready for work & a gas truck pulls up outside to refill our tank. Awesome! Very positive experience so far. read more

It's a small office but the cashier got me out lest then 5min read more

Hawaii Gas - Oahu - The Gas Company - Natural Gas Suppliers Near Me - Honolulu, Hawaii

How can automatic payments be late? Received confirmation from company a few months ago regarding confirmation of automatic payment. Received termination letter that service will be interrupted due to non-payment today. Called company and they asked me to call back on Monday??? Good help is difficult to find! read more

AKA Hawaii Gas... One of the worst customer service lines I have ever experienced. When my room mate moved out and cancelled all of our services, I was to call and "transfer" the account to myself. Oceanic, great, super helpful, HECO, great, HBWS, great, Hawaii Gas- shut off gas one day after cancellation, refused to turn it back on without a technician coming to look at it first, a voided check, auto bill pay paperwork, and signed copy of the lease agreement. Would you also like my first born child? The lease agreement is incomplete so they won't schedule a technician until my landlord sends them a completed version. Mind you, they are closed over the weekend, so when they shut the water off on Friday, they said the earliest a technician can come is Monday, now the earliest is Tuesday if I can get my landlord to send the completed lease directly to them before 4:30 today, otherwise, we get to go 6 days without hot water, a stove, or an oven... not inconvenient at all. Also, if no one is home when the technician comes, I have to pay for them an additional $30 for a "wasted trip" fee. I work 8-5 and their hours are 7:30 - 4:30, how is that supposed to work? I understand that it is my responsibility, but they are giving no consideration at all to the fact that we are living there and have been for the past 3 years and are making a serious effort to get them everything they need. Gas is an important thing to have! Good thing it doesn't snow here... I got a little grumpy with the rep, but it was my third time calling them since Friday, being on a hold for a total of 45 minutes, and dealing with their apathy... Thanks, Hawaii Gas! read more

This company service is unacceptable. I made a payment on online and the money withdrew from my account. The next day my gas was turned back on. Within a couple of hours the gas and manually turned off. When I called the emergency line because I'm without hot water and gas and I have a child in the house. They said they couldn't help me and to call back Monday. This company definitely deserves zero stars from me. read more

THEY WERE SO RUDE! They were working in front of and behind our house. They started at 7am. Around 8 I woke up to two men talking and laughing RIGHT outside my window. I have a 1 year old daughter so I went out side and I said "hey would you guys mind stepping away from my window to talk? My daughter is sleeping" and the said word for word "She's not gonna be sleeping for long! Hahahah!". I was so upset. And they just kept talking by my window! Very unprofessional. Will never use them again read more

I've been paying for their services almost 3 months now. I'm beggining to wonder why because I've encountered nothing but cold showers. We only use gas for hot water. We've called multiple times and nothing seems to resolve the problem. read more

Great customer service! I signed up for an account over the phone and she took care of everything quickly and smoothly!

Poor service..I called for service since the account holder is not here for 2 months but they said cannot and wait until the account holder will be the one to call them..no consideration..I guess we have to wait for 2 months until we can use our gas again read more

I am sorry to see such low ratings as my experience with customer service in dealing with a gas leak was above expectations. Spoke with two different women over the phone and both were courteous, helpful in explaining what steps need to be taken and sounded concerned. A repairman named John came three times to the house - once for initial inspection, second time to find the leak and a third time to test the new pipes I had a plumber put in. I appreciated his patience. It took a bit longer to get repaired due to finding a plumber but that is no fault of Hawaii Gas. read more

We recently added gas to our residence and the customer service was great. UNTIL THE TANK WAS INSTALLED. Prior to install, they came out within two days of calling, on three separate occasions, and we were happily surprised. HOWEVER, once they hook you, customer service goes to zero. There is no way to check your gas level unless you climb up to the tank and look at a tiny gauge. They do not have a web app so that you can manage your tank level or a warning indicator when your tank is low. As a new tank owner, we had no way to guess how long 80 gallons of gas would last. Of course, it ran out middle of cooking Sunday evening. We logged onto their website to order gas, assuming they would come out within 2 business days like PRE-tank install. Guess what? Next week Friday, two full weeks. So, I have two weeks of no cooking, no heating. WTF. I called customer service, and got a nasty rep who told me I should know ten days in advance if I'm going to run out, and a snotty 'of course there is no web app so that you can see your tank levels' and 'of course there is no warning system available to advise you if your tank is low.' Any other mainland company would have these apps available, just this crappy Hawaii company does not. If you run out you have to pay an additional $104.00 to rush delivery. DO NOT USE THIS COMPANY read more