My wife and I had a gas leak in our furnace Dave and his supervisor Anthony did an outstanding job to remedy the situation. We went a day with no heat and no hot water. They actually drove to Fairfield to find the parts. Dave and Anthony came to our home and made the necessary repairs.They did an excellent job and they were very compassionate About our situation we really appreciate what Dave and Anthony did for us. Thank you so much Todd and Sue Branford Connecticut. read more

no point of giving the customer a window and coming 6 hours later window was for 8-12pm its now going on 7pm read more

My call was dropped three times before I was put through to someone. Unfortunately I was unable to effectively communicate with that person, or their supervisor whom I asked also asked to speak to, because neither of them could adequately speak the language that I speak, which is english. read more

Charges customers high rates, they appear as if they are there to assist their customers but in fact are inflexible, imposes ridged company rules. Poor service. read more

Sadly, I'm having the same issue. Purchased a home and the bill I received is $25, go to pay online and it says the bill is $130. I call up, am told the wait time is 57 minutes and opt to do the call-back. Sure enough, they call me back, and the rep says she has to transfer me to the billing department to figure out the discrepancy and tells me the wait time is 27 minutes. Whaaaa? Why did you call me back only to tell me I have to speak to a different department? I tried enrolling in a service plan online for emergencies, via their online portal, and after filling out the information, I got an email saying to call in to the customer service number to enroll. Then WHY DO YOU HAVE THE FORM ONLINE?!?! This is such a headache. Unfortunately, no other company to switch to. There really needs to be some oversight with the customer service operations. read more

I mailed them a payment two months ago They have not cashed the check, so presumably it is lost somewhere in their payment system. Subsequently, I paid a bill for the following month but didn't include the amount from the lost check; I explained this in a note included in this payment. I have since received another regular bill including the lost amount. Then I received a cut-off notice. I have tried to contact them by phone, unsuccessfully. SCG clearly is not interested in hearing from customers except to receive payments. read more

I have nothing but positive things to say. The Technician who came out, Mathew J. Amazing! He came out fixed our problem and helped us out with even more than we had originally asked for. Answered all our questions and was just all around super helpful with our entire system. He was super kind and pleasant. He gave us great advice and service. 10/10 recommend. Thank you so much Mathew J! We appreciate your help so much! Keep up the great work! read more

same problem as everyone else. Waiting four days now for them to reconnect my gas. They say sorry was a glitch in the system that the disconnect was sent out but here i am day four with no heat. this company sucks they could care less . I made a complaint with ct pura utility regulatory everyone should do the same read more

Absolutely garbage service. Getting through to annoying on their phone system is a headache. They gave a freaking 12 hour window for their technician to come, at the literal 11th hour, I was informed the technician won't be coming that day, and that too after I had called. They didn't even bother informing me themselves, and had zero remorse about it. Would give it negative 10 stars if possible. read more

0 rating! Registered service for the company to fail to start my service. Cut it off instead, told me that I'd have to wait for whenever someone could come by, spoke with Mathew who was rude. Stated he didn't care if I was going to complain about the company. Said there wasn't anything he could do. I asked over and over for a status at the very least or speak with someone higher who knows more. After several back and forth he obliged. The team lead was extremely helpful and got to the bottom of what I needed quicker than the rude gatekeeper. read more

I'm 86 years old and have some words of wisdom. Please terminate your entire phone support team and remove the phone number from your website. Invest in your website and build new systems to allow customers to work directly with the site. You would actually be saving people many headaches and frustrations as what you have set up now is broken. I wasted 3 hours of my day trying to set up my account gee whiz! Thank you. read more

Awful customer service, last century website, broken autopay system, and their phone system makes you consider suicide. Let me explain: after changing credit card, autopay bounced back. SCG has a policy that you cannot subscribe to autopay after is bounced, nor use your credit card after 2 missed payments: cash only is accepted (in.. 2019) !! Learned about that in January 2019 after missing Nov/Dec payment (total $945). Ended-up paying them twice $945 by mistake. The fun really kicks in when we got a shut-off notice, 2 days after their Feb statement shows that we over paid. It is impossible to speak to anyone customer services, even waiting for more than one hour. I am browsing other gas supplier approved in Connecticut while I wait, confirming this is a monopoly situation. This company should be illegal and subject to a class action. read more

New call center is absolutely HORRIBLE the people are very slow!!!! Dustin was horrible!!!

The gas service is fine--if you can get past the terrible customer service and terrible technical services. Every time I've had to call--and there have been too many times--because of a problem with their website or billing system, not only is the problem never SCG's fault but the so-called "customer service representative"--most recently, a guy named Alex--suggests through snotty tone or direct statement that it's actually mine. Example 1: Website won't let me pay my bill? It's not the website's fault; it's my browser's fault. Rep has me try a different browser; has me check my preferences in both browsers to make sure cookies are allowed (they are). Never mind that both browsers work just fine with almost all other websites. Never mind that the representative's subsequent advice--to log out and log back in, which he accidentally admits is something people have to do a lot, just to get the website to work properly--means *it's the website's fault.* Example 2: Couldn't log in to the website to update credit card info, so I called to make a payment. Payment appears to go through. More than two weeks later, a notice arrives saying the payment didn't go through. So I call the company up, then discover that the payment did eventually go through, and that the reason I got the payment rejection notice is that I tried to pay online with my old credit card info--even though I couldn't even log in to the website. "The system says you did, so you did." "But I didn't." "Yes, you did. The system says so." "I'm telling you what happened. Your system is incorrect." "No. The system says you tried to pay online, and that's why you got a rejection notice." And round and round we go. Disrespectful and unaccountable. read more

If I could give them 0 stars I would. We are trying to start a service and have had the worst experience possible dealing with them. They have absolutely inconsistent and unreliable customer service. Each service rep gives you a different excuse. We just moved to CT and it took the verification department several days to verify us after we used their fax and email methods. Also, SoConn get a better verification option no one wants to send their personal info like SS and ID via fax or email today when so many companies have upgraded. It makes us miss ConEd's quick service and awesome mobile app so much. What I would do to have ConEd in CT. We have been waiting for has for 5 days, but dealing with them for over a week as of today. I was home each day as I work from home but no one showed up to start service. They also informed us that they attempted to reach us but could not. That is a lie, I work from home at the moment so I have been here all day. I am answering every scam phone call hoping it them. They do not give you a window of service option. No instead one rep told us they can come anytime from 8AM-8PM. Today we were told until midnight....we are on day 5 without gas! This is crazy especially because I am pregnant. I have reached out to our congressman at this point. SoConn claims they are doing their best during a time of a national crisis, well why don't you work weekends then? Nope that isn't an option at the moment. National crisis is just another excuse they have for terrible service. It's unfortunate given that other gas companies have their employees out there working overtime and around the clock during crisis mode. I have a log of all my conversations, emails and faxes at this point. I will be giving them to all the political reps I reach out to. read more

Is there a company that owns the worst IT and Customer service department? Yes, that would be SCG. Service and billing rates are reasonable can't complain about that but the website they maintain is a different category of Junk. And their customer service team thought they can't solve our issue(again due to their crapy website) still doesn't acknowledge the fact and pushes back on us. I was happy that am terminating my connection with them but again have to talk to their customer service. Wait time I received was 6 min but had to hang up after 25 min. Worst management I guess. read more

Terrible customer service! My daughter, a college student, received an e-bill. 12/12- bill received Date due: 1/13 12/16 - paid bill in full 12/19 - email from SCG saying they could not process the electronic payment because the bank returned the payment with the reason of no account/account closed. 12/20- panicked, she repaid the bill. The account number she orignally entered was incorrect by one digit. A human error. Notice, she paid the bill early 2 times! Then she received a bill of $27 for the handling charge SCG was charged by our bank. We repeatedly called asking for them to waive the fee as a courtesy only to be told they could not issue a credit. They told us to contact our bank, who was unable to help us. However, SCG did say that had she been charged a late fee, that would have been waived! Are they kidding me? A college student paying her bills early is assessed a financial penalty but someone who is delinquent would get a reversal of a late fee? Really SCG?!?!? Your process is broken. read more

I am writing to express my extreme dissatisfaction and frustration with the Southern Connecticut Gas (SCG) Company related to the replacement of the meter at my residence over the last two days. We were aware that SCG was in the process of replacing the gas mains and laterals throughout my neighborhood over the past year or so. Over the summer an exterior meter bar was installed with the new lateral, so we fully understood that at some point our current interior meter would be removed and the new exterior meter connected. Within the last two weeks, we received a door hang tag notice from SCG to contact a subcontracted plumber to perform the switchover, which we scheduled for 1pm on Monday, November 4th. The contractor arrived early and completed their work promptly at which point they informed my wife that while they were work was complete, the gas could would be turned back on by an SCG technician, but they could not provide any details as to when that would be. Hence, our ordeal begins. At 5pm, I called SCG to inquire as to when the technician would arrive to restore the service. At this point I was told that there was an open ticket and that I had an "all-day" appointment window. No further details could be provided as when to expect the technician. Also, I was then told that the technician would call before arriving (this differed from what the plumber stated that they would just show up). I must take exception as to the process that occurred; we only scheduled one appointment for the switchover. At no time was the process explained that we were accepting possibly an 11 hour appointment window starting at 1pm, and then having to wait, apparently to as late as midnight for a technician to arrive. At 8pm, I called again, and was again provided with no information other than the technician works until 1030pm and then is relieved by someone else. I asked if they could contact the technician to find out their status and was told that was not possible, but they could email them. At this point, I had no idea what to expect; would I get a phone call at 11:30? 2am? Tuesday morning came and no news to report. At 530am, once again I spoke to the call center and was told they would reach out to the technician to try and get this expedited since we were into the next day. As the morning rolled by, the silence was deafening. Now for my 4th call at 1130, where again no information could be provided, but that the "service manager" would be emailed to get in touch with me to let me know what was happening. As we crossed the 24hr mark, I called again at 115pm, and actually spoke to the same rep that I had spoken to at 1130 who offered to send another email to the service manager to attempt to contact me. At 3pm, my wife informed me that the technician had arrived (unannounced) and was able to hang the meter and relight the pilots expeditiously. I fully realize that utility service disruptions, while not desirable, sometimes cannot be avoided. However, in this case, this was a self-inflicted wound. This was not an emergency. This was scheduled maintenance; the idea that the meter replacement could not be reasonably coordinated (1-2 hours after?) with the service re-activation is not acceptable and should not be tolerated. Had I been told that I would be subject to the apparent whim of SCG's availability to restore the service, I would not have allowed the plumbers inside my house to remove the old service until such time that this was arranged. I appreciate that SCG is making capital investments to the delivery network, but as such requires dedicated resources to support this capital construction effort. Additionally, the lack of any information from the call center other than that there is still an open ticket is insufficient. Other utility companies have figured out how to keep their customers appraised to arrival times and have much more reasonable windows than "all-day." I fear that the lack of any competitors has enabled you to not have to deliver best in class service. Your main competition, fuel oil, requires customers to install different equipment in their homes, so you essentially have a captive audience. Perhaps you can put yourselves in my shoes and honestly ask if what occurred here is the best you can do. read more

Don't bother trying to pay through the website, it doesn't work. And don't even bother with autopay either. Once you log in and click the eBill option, it says that you need to edit your account information to be able to pay the eBill and redirects you to the page. There is no such option on that page, and it just redirects you to the eBill...and it just keeps going in circles. It's infuriating and as you can see from previous reviews, so is paying over the phone. read more

Horrible customer service. We have no heat and we were told that our furnace needs a part but the parts department is closed on a Sunday. What good is 24 hour service if you can't get to the parts you need. They don't seem to care that it is 23 degrees out now but dropping to single digits in a few hours. I will continue to share my story about this horrible company. read more

This company is completely useless. If you don't pay them they will shut your gas off without notice, they don't care if anybody has a medical issue they still turn it off and take days, yes days, to get back and turn it on. I have had a horrible experience with this company, with their customer service and everybody else. I would suggest finding another gas company because this company is completely bullshit. This company should be illegal for all the stuff they have done to us. read more

This company illegally charged me twice!! $122 twice. I only noticed when when I was going through my bank statement. Is this what I get to make by making my bills auto pay and trusting this shambolic company!? I would have never known this if I wasn't looking and checking through my bank statement. I wonder how many people they have scammed this way. When you call them, the call handler seems to be in pain by haemorrhoids. Terrible company!!! read more

This is a terrible company, a true headache to deal with. Every time I call their phone system, it's a runaround, and half the time I either get disconnected, or I end up in some option where there is not even an option to talk to a representative. Furthermore, it makes you listen to really long messages before it gives you the menu options...even if you've heard them before. It's really demeaning and aggravating. Also when I got my final bill, it was about twice as high as it should have been. The explanations on the bill were convoluted and made no sense. When I finally got through to a representative, they were able to fix it, however, the time and headache was not worth it and I was not in any way compensated for the time and effort I put into resolving an issue that I had played no role in causing. The reason I give two stars instead of one is that the technician who came out to turn on the gas was so friendly and nice. Also, once I finally get through to an operator on the telephone, they tend to be pretty courteous. read more

They are switching our gas service so that we have high pressure something. They were on our street for several days. They did some work inside our basement to make it ready to "throw the switch" once the new line was connected. Since that time, we do not have gas connected to our generator. It is on automatic testing every Thursday. When it attempted to turn on today, and there was no gas to run it, it created an electrical surge in our house that blew our comcast phones, our modum, and an electrical strip into which we connect our TV/DVD. Apparently, they have left the area and forgotten about us! Makes me so nervous that there may be a poor connection in my house that could explode or something. I wish they would finish the job and not make us wait and wonder. read more

The worst customer service we've seen out there. As property managers in Connecticut, we have many accounts with them and it's always a hassle to reach someone over the phone. Fortunately we are at a time that the temperatures are rising to 50 degrees because we've been trying to hear from them for two days now. There call back feature (or wait time) is never accurate (by far). As I'm holding for someone to pick up, they answer than put me on hold to transfer to the right department. This happened three times on one phone call. And to top it off, they end up sending bills to other properties as we notice months later. I just wish we can activate services ONLINE as this will run much smoother. Kudos to United Illuminating & Eversource as they are doing something right. Go pay them a visit and learn from them read more

Called for service on our gas boiler twice in the last year. In both cases, the tech showed up when promised. It was easy to book an appointment. The tech was smart, professional and friendly. He figured out what was wrong and fixed it quickly. In one case it took a day or two to get the part, but the second appointment was quick and as scheduled. Great Customer service from this utility. read more

Terrible customer service. Unable to answer my questions, and they don't follow-up even though they say they will. When I tried to set up my account I had a rep tell me there were multiple accounts open under my social security number. Two days later, after contacting social security and trying to figure out if my identity had been stolen, I called Southern Connecticut Gas again. The second rep confirmed that I DID NOT in fact have multiple accounts open, and that the first rep must have "misspoke." Identity theft isn't something to be taken lightly, but apparently it's not a big deal to this company. Now, I am dealing with representatives that cannot answer my questions concerning billing, and statements where I'm charged twice for bills I've already paid. This is truly a terrible company to deal with. read more

I would give zero star if it were possible. They had auto payment system that I successfully setup and it only worked once. Then it never worked, I didn't bother to check until they ruined my credit history. Anyways, after that I got the problem fixed with lot of trouble and started monitoring regularly my payment goes thru. Now, recently, my credit card expired and to update the credit card information you can only do it on the website. Their website is down for more than a week and it is impossible to reach someone unless I want o waste half of my day. May be I will be successful before the ruin my credit history again! I wish I had options. read more

they fucking suck point blank period. how are 9 am till midnight appointments even legal? How do you expect to get paid if i can't go to work? They make you wanna switch your gas to oil....... read more

This company has the worst answering machine if a car heels the horn around me the damn operator claims he doesn't understand me and I haven't said a word so back and forth we go what a freaking pain read more

They make it too hard to pay online so you are forced to pay the fee by phone. Security questions, nick names, only use these characters, password has to have blah blah blah! It's not social media! I just want to pay my bill! read more

They have horrible representatives, I was on phone with Ann-Mary/Ann-Marie, she was really rude!! Not solving the problem, and give me the attitude like I'll have to beg her to help??!! She is the worst phone representatives ever!! Does not provide the care and lack of professionalism. Asked her when will the gas be turned on, she said she does not know, and they can come either today before midnight (still not providing the time frame) or you'll have to wait till Monday, plus a $125 fee for them to send someone out. It's 34 degrees right now(2-23-2018 2:50pm), and was below freezing point last night, she said she's surprised that I didn't call last night since they shut the gas last night and was below freezing point. She said that in an irritating way like I'm not a human being!! If there's another gas company for southern part of CT other than SCG, I'd choose them!!! read more

I am an 83 year old , hard of hearing, male. Have enjoyed service of SCG for many years. Due to my negligence, I could not remember my online access ID or Password. I read a series of horrendous reviews on SCG and expected problems trying to resume online contact with my account. Telephoned SCG on Monday at 6 PM; got a live person who helped me. Was given a temp password and still had problem with the ID and security question. Now, past 6:30 PM, office closed, I sent an Email to SCG explaining ongoing problem. Next AM got call from SCG and all problems were resolved. I give 5 stars to SCG for their courteous and surprisingly prompt resolution of my problem. BRAVO SCG !!! read more

Terrible customer service. It takes forever to have someone come on the phone. Too bad there is no other competition in Milford to switch service. read more

12-30-17 3:00 in the morning. Hearing the furnace click on and off. It would click on, second later it clicks off. Something not right. Called SCGC and said they will be out to check on the problem. Well, 10:15am this morning called again cause no one showed up yet, but was told that some one is on my street now, servicing another customer. Well here it is 1:40pm in the afternoon and still no one has showed up. Another thing, live in a small apartment and my bill is astronomical over $300.00 in the winter. I have friends who own a house and there bill is not as high as mine living in an apartment. Something is just not right. I had a representative here to check it out and the story I got was, well your pipes are really big, so therefore the water that has to run through those pipes and heat up takes a longer time. The technician finally showed up at 2:45pm read more

I don't get it. You have to be there to have gas turned on. They give you a window from 9am to Midnight with the serviceman calling 20 minutes before he/she shows up. You sit in an ice cold condo for 15 hours? Brilliant. read more

This company will always ensure that a simple request (usually handled easily by phone) and usually to PAY them is going to turn into throbbing head ache. The automated service is the worst I have come across(that's saying a lot). There is always a hold time and luckily I've only had one actual service call. The man was drunk and leering at me. I didn't know how to work on the unit I had (cane with the apartment)as I'm not a heating expert and he suggested that I "just read the manual." It's probably hard to avoid them, but they are difficult to deal with in every sense. read more

Terrible phone service and terrible website. It is nearly impossible to get a hold of a real person. We have an issue with our bill that would likely be easy to sort out, but i cannot speak to person about it nor view any past bills on line (we signed up for e-billing). I may have to make a trip to the headquarters to find someone a literally speak to a person. Ridiculous. read more

Terrible Had tech here last evening Needed new motor for furnace Told it would he in today Haven't heard anything yet and it's after 6:00 pm Asthma problem here without ac Was told this morning it would be done Still nothing Disgraceful read more

So let me tell you about these dirt bags. A mistake with autopay occurs on their end. You find out and pay your past due immediately, only they've already cut your service without notice. They tell you on Thursday, they won't be able to make it out to you until Monday to turn it back on. You file complaints with the BBB and consumer protection. They say they "may" be able to come out Saturday, but never do. Then these morons tell me it's because dispatch completely plans out their day. So here we are on Monday and they give me "they work well into the night and it could be up until midnight". So your telling me your dispatch center doesn't really schedule shit, otherwise there would be, oh I dunno.... a schedule maybe. I have two young kids and work in Public safety, this is the treatment we get, this is what our elected officials allow a for profit company to treat us like? SCG should go bankrupt and everyone that works there be homeless without hot water. I'm an hour away from cutting the meter lock and turning my own gas back on. Try me. read more