True Natural Gas Reviews

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New Reviewer

Definitely No

Been a customer for since 2017 and called customer service for the first time. Was not able to set up account online and not able to make payment via credit card on phone either resulted $10 late fee charge for the first. Customer service was rude with an attitude and from her tone, she did not cared about my concerned except to take my credit card number for payment. Did not bother to review my account , offer one time courtesy credit late credit for being a customer since 2017 that has always paid on time. Totally disappointed with horrible customer service considering customers has to pay $5.95 monthly for Customer Service charge.
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2 comments
#1829126

Please call Janay Mosley directly at 678-423-5423 to discuss this matter. We look forward to hearing from you!

#1829124

Good Afternoon, Please call Janay Mosley directly at 678-423-5423. Here at True we work hard to provide great customer service and want to discuss your account and this situation in detail. We appreciate your business and look forward to hearing from you.

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ID
#1795690 Review #1795690 is a subjective opinion of poster.
Loss
$10
Preferred solution
Courtesy credit late fee
New Reviewer

True Natural Gas = True Natural FAIL

Service was sold by Fireside Natural Gas to True Natural Gas. From the beginning it seemed destined to be doomed. Communication from TNG 10/3/17 - e-bill customer information notification email 10/20/17 - Welcome email 12/12/17 - Mailed delinquent notice, no other correspondence up to then - auto-pay set up and started process to switch providers. First delinquency in over 30 years. 12/19/17 - e-bill email - WOW the FIRST ONE 12/20/17 - ANOTHER e-bill customer information notification email 01/16/18 - e-bill email - seems like they got their act together but wait! $/therm has jumped from .395 to .970 on my final bill. 01/16/18 - I call them and am told in 12/17 I had gone out of contract. I asked why was I not informed that I was due to renew and if notifications had gone out and how should I have received them. Was told mail, email, and courtesy call. I never received any of these and customer service was pretty apathetic to the issue...guess switching providers was the right thing to do. I never write reviews and think I am pretty understanding but my advice is STAY AWAY from this company.....
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1 comment
#1450751

Good Morning. We are sorry to hear that your transition to True Natural Gas from Fireside Natural Gas did not go as smoothly as we had hoped.

Once the transition took place on October 1st, True began billing and communicating with customer in the same way they were being communicated to before. We apologize if the invoices we sent in November and December did not reach you. Please note we also sent reminders of the contract's expiration by mail, telephone, and notices appear on each invoice we send.

We would be happy to look at your account further and discuss any additional concerns or questions you have. Please contact me at jmolsey@truenaturalgas.com or 678-423-5423, if you would like to discuss this matter.Thank you!

ID
#1170308 Review #1170308 is a subjective opinion of poster.
Location
Palmetto, Georgia
Service
True Natural Gas Gas Supply
Pros
  • Leaving their service
Cons
  • Customer service
  • Communication
Reason of review
Poor customer service
Loss
$40
Preferred solution
Full refund

HORRIBLE customer service.

Switchover from Fireside natural gas was not handled well at all. They only matched the fixed rate for a few months then threw me into a variable rate plan more than doubling my fixed rate plan. By then , then good rates which I had previously called about from other companies had expired and now faced with $150 charge to change companies. They are crooks, plain and simple. Convoluted rate plans during a switchover of companies and no help whatsoever! Called three times during their switch period , left messages each time and NO CALL BACK!! ON my fourth try I finally reach a representative. They tell me I have a fixed rate plan only to find out it was until the end of the year and then variable. Horrible service, nothing like the predecessor company Fireside. Avoid at all cost! They will be losing customers left and right in the coming year and hopefully be out of business soon after. Hoping for layoffs to that company, Tim ATL,Ga
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4 comments
#1452997

I had the same experience with True Natural Gas when switched from Fireside. I requested fixed rate.

Was never notified of $1.12 variable rate until bill received today. I was told they left voicemails. Problem is I don't have voicemail. Never received anything in mail.

Only email was bills which I paid.

Someone at company dropped the ball on notifying customers. They are not customer friendly.

#1460193
@PissedConsumer1452997

Ms. Bergan, I hope that I we were able to resolve this issue for you when we spoke to you on 4/2.

Please call us at 770-502-0226 if we can be any further assistance. Thank you!

#1450753

Good Morning. It is unfortunate to hear that you did not have a smooth transition to our company from Fireside.

In the letter sent to customers about the transition, it was explained that the current market price that you had with Fireside would be transferred over to True. Our agreement was to honor the prices and terms that you had set with them. In your case since your contract expired a few months after the transition, you would have had to renew again at the end of that term. Please note that we send renewal notices by having alerts on your invoices, mail, and by telephone.

Because the switch to our company was caused by the sale of your current marketer, there was a period of time that you could have chosen another gas provider at no cost to you. Once that deadline expired there was a cancellation fee to break any remaining contracts.

We would be happy to review your account in detail and answer any additional questions or concerns that you may have. Feel free to contact me at jmolsey@truenaturalgas.com or 678-423-5423, if you would like to discuss this matter.Thank you!

#1454528
@TrueNaturalGasCares

True has adjusted my billing to a fixed rate and I am happy with the customer service I received.

View more comments (3)
ID
#1169586 Review #1169586 is a subjective opinion of poster.
Location
Palmetto, Georgia
Service
True Natural Gas Customer Care
Cons
  • Switchover handling
Reason of review
Poor customer service
Loss
$200
Preferred solution
Price reduction
New Reviewer

Horrible customer experience

It's hard to get any type of non paper billing setup with them. We had just started a new account with them and they did not send us any bills and then cut off our gas. We've never had our gas cutoff before. This was for a new account and they took no responsibility. That minute discount per therm is not worth the hassle. Stay with known and well reviewed providers. It was great coming home from a long vacation in the Keys to have no gas and then for them not to turn back on for almost a week. This was my worst customer experience ever with a company and I hope everyone spreads the word. Once we called and got through to people they didn't care at all.
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ID
#1080881 Review #1080881 is a subjective opinion of poster.
Location
Palmetto, Georgia
Service
True Natural Gas Gas Supply
Cons
  • Customer experience
Reason of review
Poor customer service
Loss
$300
Preferred solution
Let the company propose a solution

True Natural Gas

True natural gas starts off by sending my bills to the address that i was moving away from and not where i had it turned on and my current residence. So after turning off my gas and getting the payment sorted out the customer service rep tells me someone will be out the next day between 8am-4pm. Taking the day off work, nobody shows up at my house the entire day so i call customer service and they check the logs and claim that a technician came out and left. At this point i informed her i was home the entire day, she said the only thing she could do is send someone out the next day with the soonest appointment being from 8am-4pm and that there was nothing else she can do. They have no accountability and left no notice or any other proof that they supposedly were at my house.
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ID
#778794 Review #778794 is a subjective opinion of poster.
Location
Cumming, Georgia
Cons
  • Accountability
  • Customer service
Reason of review
Poor customer service

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