Enstar Natural Gas Co - Anchorage, Alaska

Shawn O'Fallon

I would not wish this company on an enemy. Had to change autopay but evidently they don't allow us to talk to customer service in person unless you know the secret handshake. Could not do it online. Overall I spent at least an hour trying to update my autopay and so far it is still not done. Finally was told the secret work to get to a customer service person, waited about 15 min and just decided I'll pay online every month. Cannot over state how ticked off I am at this nightmare of a company right now. Not the best time to right a review but it makes me feel better.

Simone Fortuin

If you are setting up new service, CALL CUSTOMER SERVICE and just apply over the phone verbally with them.

Shaun(?) helped me apply for service for my new unit, it went fast, she was very clear, and it was WAY better than the online application form or trying to go into the office locations.

I called in the morning 4 days before I needed service.m for my new home.

Jahnay “NayNay”

They are always so polite here. When I come to pay a bill, they make it so easy and fast. There isn’t much of a line ever you don’t wait more than just a few minutes if at all. They always answer all my questions and I am in and out.

Danielle Ray

Absolutely the WORST company I have EVER dealt with. Website doesn’t work, customer service number DOESNT work! Go into the store? Oh wait three of them are closed and one open, and none of the numbers work so good luck figuring out which one it is without driving to all of them. Finally found one open, front desk lady was NO help and just said well that’s customer service issue. And directed me to the massive line with just ONE attendant. Livid, because I moved into a new house and attempted changing services over on their website from our old rental. It DOESNT show the new address and we received a shut off notice for failure to set up an account! Called the customer service line 23 times! No voicemail option, just says it’s having difficulties and isn’t working. WTH

KSM One

All Good (There Pricing Should Be Lower Rates For We The People) Please and Thanks Participate.

Amanda Bremner

I dislike giving this company one stars because while their onsite response is impeccable (they have really great, personable and knowledgeable field workers, but I will leave a separate review for their techs), there is a lot of work this company needs to do as far as developing internal controls and managing accounts. When moving from a rental property, I called and asked Enstar to transfer my service. I was told to request a "new service" since it was a different property, and that the former account would be disconnected at the end of the billing cycle. This did not happen. I had autopay on my new account, but not the old. So I would receive notice that my account was paid with autopay, but a week later I would receive another notice that my bill was delinquent. I tried to call several times to figure out why I was still receiving a bill even though I was enrolled in autopay, but the recording stated that Enstar was not taking customer service calls. The only thing I was able to do through the automated phone service was pay my bill. SO I WOULD PAY IT because I didn't want to be delinquent. This happened for several months, 5 billing cycles in fact. I finally emailed and requested someone from customer service to call me. I received an email and learned that I WAS STILL BEING BILLED FOR THE RENTAL PROPERTY that was, at that time, sitting empty on the market. I had no lease and was not occupying the property for any of those months. Then Enstar informed me that because they had nothing in their system from me asking them to disconnect the service, that I couldn't disconnect until the end of the current billing cycle (which again, was not true, but because the interaction was over the phone, I have no proof of my request to disconnect). This entire thing has resulted in nearly $1,000 of overpayments which the company is taking no responsibility or accountability for their mistake. Instead they told me to take it up with the owner for reimbursement.

Richard Behnke

Not sure what else to say. I don't experience outages, and if you pay your bill on time, everything just works. Weird to give a utility company a five star rating but there's no real reason to give it less unless you just want to complain about pricing.

dawn

Wow, lost my paperwork even though they insisted I send on-line. Even corresponded with paperwork back and forth, they have the audacity to say they never received it even though proof otherwise! It's amazing they don't lose the bill! How come rates are still ridiculous even though customer service is non-existent. Lobby still closed so you can't even talk face to face even though most businesses have resumed customer relations. Must be nice!