Austell Gas System - Austell, Georgia

Ben E.

I hate giving a company 1 star based upon one event but this one deserves it.

Apparently, they had an issue with their payment processing equipment. My bank processed their check on Feb 3rd. I get the next bill and it says I've made no payments. I call and the agent sees the payment and tells me about the issue and the amount I need to pay. March 13th I make that payment in full.

Today, they disconnected service. They admitted they made a mistake and said the man will be back out shortly.

The staff I've spoken with were great, they deserve 5 stars. This 1 star reflects only Austell Gas and it's processes and procedures. How can you disconnect someone that is never late on his bills. How can you disconnect someone who has made the payments on time or earlier?

Horrible.

Connie D.

One of the greatest utility Company in Austell, Ga. They have been kind, showing their expertise when coming out. They even came and lit my heaters pilot lights when winter was just around the corner! FOR FREE!!!! Just Awesome 👍

Claire G.

**I am adding a star and updating my review. Austell Gas has FINALLY changed their payment processing vendor and paying your bill is a thousand times easier now.

This is by far the worst experience I've ever had with a utility company. They have a monopoly in most of Austell but if you have a choice, pick any other provider. I haven't experienced issues with long hold times or rude representatives like some of the other reviews, but the representatives are definitely only trained to handle the basics and they will try to kick you off the phone if they don't know how to help you. I've been able to get supervisor contact info pretty easily, and the supervisors are more helpful. I've just never had to deal with a utility company that requires so much customer service interaction...

Bill pay is a pain because their online payment vendor is really sketchy and "returns" payments for no reason. You also cannot see your balance online, you have to call in or wait for your bill in the mail to figure out how much you need to enter for your payment amount, and yet they still charge $4 a month to process online payments! But what's worse is how unreliable online payments are. I had 2 payments that were "returned" with the error code stating "Account not found" and Austell Gas tried to tell me that this meant I was entering my payment info wrong. However, on both returned payments, Austell Gas had put a pending transaction for the bill on my card, but the charges disappeared after a few days without posting. So clearly they had my payment information correct but the online payment vendor had an error. I've never heard of a company that makes it so difficult to give them money.

K

So, I originally gave this company a 1 star review, but I think I was being overly harsh. The customer service I've received personally has been above and beyond. Furthermore, prices actually do seem to be better than those of competing companies.

So, I promised to up my rating to 5 stars once the got rid of the almost $4 convenience fee for paying online. They got rid of the fee and made it better. Kudos! Your rating is well-earned.

J R.

Is 0 stars an option? What is the point of having an online payment option if you can't see your account balance or payment history? You charge me $3.75 to make a payment so I shouldn't have to call and wait on hold for 25 mins to determine how much that payment should be. When you select the phone option to "hear your balance" it goes to a fast busy signal. Meanwhile, the automated voice is telling you to go the website to view your account. What year is it again? Why is this so difficult?

FitStylebyShay F.

Service is great so long as you never have a problem. Should you need to call for assistance the customer service reps are completely incompetent and have no knowledge of their policies or practices. The way of our future is progressive, expecting individuals to provide money orders, checks, and cash is outdated. I'm not certain how this company managed to earn a contract which is not in their county or their city limits, but these practices will be sure to make them lose it.

a5polancomcc

I gave them a two star because I haven't had a bad customer service experience here. That's the only good thing I can really say. In order to pay online you have to use internet explorer and there is a fee. If you don't want to pay a fee you can mail in your payment (who does that anymore?) or take it in. They aren't even open regular business hours so if you have a job the likelihood of taking the payment in is slim.

Bethany M.

The customer service reps are nice but they have a monopoly in the area. Which would be okay if they were even the slightest bit competitive with rates. Their prices are insane and you cannot lock in fixed rates. I hate it and wish I could change to literally any other provider. Whenever my house needs a new furnace I’ll be ensuring it’s electric just so I won’t have to give any more money to Austell Gas