With roots that stretch back to 1850, Virginia Natural Gas serves more than 300,000 residential, commercial and industrial customers in southeast … See more
Calling takes forever if you can type your account number fast enough after many many cues. This is the worst customer service phone line I have used in 72 years. When you finally get through, you have a long wait. This phone call was …
THE WORST CUSTOMER SERVICE IVE EVER CAME ACROSS. I was billed 400 for the month of December. I was there for two weeks that whole month. she claimed my account wasn’t on auto draft but if that’s the case how did 400 automatically come out …
We recently moved to VAB and our experience with VA Natural Gas has been poor customer service, long wait times and high rates. Very frustrating they are the only gas company in this area.
I have to concur with all of post on the pathetic customer service….to top it off they cannot even put the damn meter where it is supposed to go…..pathetic….actually there is NO CUSTOMER SERVICE
Not even worth my time explaining but to sum it up they are a full circle pain in the ass to work with or get anything done as far as the setup stage goes , even getting the right person on the phone was like pulling teeth , with pliers
Fours days later, still waiting on the call back from a supervisor to answer my question to process my request. Probably the worst customer service I have experienced.
If I had another choice I would definitely switch to a company that works with customers,not one who knows we have No choice and whatever they say We have no recourse! Va Natural Gas Sucks!
No option to speak to a person. I wasn’t given an account number when I recently connected to gas. Now the payment is due and I can not pay without giving my account number.
I am thankful for this help,didn’t realize i was going to receive this it took some time ,but understand alot of us need it, so please be patient and positive.
Just saw email where I was accepted for help.didnt know I had to respond back after being granted.just discovered today a respond was necessary. I Really need this help.please help me as it was stated.THANKYOU
How do you give a customer an 8 hour window to show up and not even have a courtesy call prior to. This is the worst customer service for a public utility I’ve ever seen.
I was really appreciative to find out that VNG applied some of the grant money to help me. We are all struggling in a variety of ways. This takes one of my struggles away.. at least today. 🙂
Thank you Virginia Natural Gas! I’am truly greatful/blessed, i didn’t know how i was going to pay my gas bill. Thanks for the corona relief package i’am crying tears of JOY/RELIEF🙏😅 …
This is not even a Virginia company. They are based out of Atlanta and have the most asinine customer service policies and ridiculously unhelpful employees. But of course the govt permits this monopoly this leaving us stuck with having to deal with them. Wish my house was electric only. At least Dominion is regional!
Customer service is horrible. Their site never works I’ve written email after email so I can actually pay my bill online haven’t been able to in over a year. The site now lately wont even open. Horrible!!!!
Wish I could give -5 stars
I spoke with Candance on News years Eve and she was very helpful with setting up my account and all the information I needed, I would be happy to call again,
So incompetent at scheduling service that they expect you to stay home an entire work day while they decide when to arrive. Schedule your appointment at least a week in advance. Apparently they don’t hire enough people to turn knobs and write down a couple numbers without serious advance notice.
An 8 hour window to get your gas turned on? Ridiculous. They can’t call you before they come because there cell phone might spark gas!? What! Leave it in the car then. Absolutely terrible customer service.
I truly appreciate the service that I received during this time of the covid-19 and I also appreciate Virginia Natural Gas working with me during this time of hardship.I would recommend everyone who has be affected financially because of the Pandemic. Once again thank you.
THEY TRULY CARE ABOUT THERE CUSTOMERS. THEY GOT ME OUT OF A REAL BIND. AND IT DID MY HEART GOOD TO KNOW AFTER ALL I HAD BEEN THROUGH I DIDN’T HAVE TO WORRY ABOUT HAVING NICE HOT WATER OR HEAT DURING THE COLD SEASON. THANKS A MILLION VIRGINIA NATURAL GAS COMPANY. FROM THE BOTTOM OF MY HEART. THANK YOU.
Virginia Natural Gas are so helpful when you are in a spot where you are having difficulty paying your bill. They will willingly work with you in anyway they can. I’m very grateful
All Staff Members are professional and courteous. We feel very valued as a customer when we place calls for service or just have general question. They are always here to help.
LONG: I just moved into my apartment on 8/1 and I was warned by my rental agency that VGN can be a real pain to work with, but I had no idea they’d make me this angry. …
Horrible customer service. I always have had automatic payment set up but they claimed that my payments were late and wanted to charge me a penalty. I even had records of my payments paid on time. And they put you on hold for almost and hour!
These people are very kind amd patient with their customers. They treat you like a person ansd not like an account number. It’s a pleasure to do business with them.
If I could give them a lower rating I would. They told me they could not process my request to transfer service to my name without faxing an ID to them in Atlanta. No way to email, only fax or could not complete order. Representative even …
The Reason they get three stars instead of Perfect it’s because they will turn your stuff off in the middle of winter I am they’re very slow about coming out to your home but other than that we can appreciate them for offering us programs and so forth to help us to stay connected with the power of natural gas
Having the same issue as others. Requested service online – received email confirmation and phone call the next day to send in ID and lease to their email account and they gave me an account number. Never heard back – tried to make an …
Horrible! Called 8 days before move in date and set appointment. Called 2 days ahead to let them know my apartment complex doesn’t open in time for my appointment, representative said it was fine, come the day of move in at 9:30 am and got …
Had an appointment to start new service. Time slot was 12-4pm. I’m a working single mother so taking off from work to sit around and wait for a technician isn’t feasible. I came home at lunch 12-1pm and then had a friend who was nice enough …
Deserves 0 stars. Customer service is the worst. Only time windows to set up service are 8-12 and 12-4. They WILL NOT call before they get there. So you have to take 4 hours off of work and THEN pay a$30 connection fee…. you have to pay …
I had my gas fireplace reconnected to the gas line. The very next day it all went out as though someone had blown it out. The pilot wouldn’t light. I called and scheduled an appt. (9am-1159pm is their window). I waited up till …
Does anyone else have a HORRIBLE time getting in touch with them about the payment company? I can’t ever make my payments through my phone with Western Union. It sends me to a bad link so my payments are always late. Apple Wallet won’t …
I am actually dumbfounded! They used a grant to help me pay a large portion of my bill and I am truly humbled. I appreciate it and hope to pay it forward in the future.
Called because my meter was sitting in mud. Left my gate unlocked for them to do the work while I was at work. Went home to find out they turned the gas off and will not turn it on without someone being home. The appointment time given was …
Charles Gunter could not have been nicer or better informed! In this day we seldom find such great folks willing to help ! I give Charles five or more stars!
I was notified in a very curt, if not rude, letter that they are unable to read my meter, and that I should schedule an appointment to have someone look at it and possibly repair the meter at my expense. I have never heard of that …
The absolute worst customer experience I have ever had. I was strung along for 2 weeks while they’re own department played phone games, and lost paperwork just to be told on that Friday that no one was gonna come out until the next week. …
Gas line installed but not hooked up to the house. Receiving bills from VNG aster being told by Ricky Pollock that I would not receive a bill and had 6 month to hook up service after install. Called customer service , which said they would …
This is the worse service I have ever experienced in my life. Its clear that common sense nor standard comprehensive IQ is not required to work for Virginia Natural Gas. Or maybe they are just lazy!!! I don’t believe they could find the …
Customer service is worst, wish I could give negative stars!! Called to shut off had a month prior to leaving a residence. I left first of the next month. Got a bill 3 months later Saying that the gas was never turned off because the fence …
Due to Covid, VNG received funds to assist their customers in need. I got into a past due status and they approved me for assistance for $28.58 because the winter month’s had not kicked in so that’s why it was a very minimum amount but …
A+++ for customer service!! I had to make a service call on a Saturday. The dispatcher said it could take 30 minute to an hour. The technician ( Charlie Dario ) was here within 10-15 minutes and went above and beyond to make sure everything …
Your billing email’s with links to pay your bill don’t work and all customer service says is you need to login to the actual website to pay your bill or to set up auto pay. Thank you for no assistance what so ever. Wishing there was another option for natural gas!
Shut off my gas for no reason in the middle of winter. Checked to make sure my payment came out and then gave them a call. The lady in customer service was friendly but a “error” in their system showed “unauthorized ” use and they had …
The incompetence of this company is despicable. My roommates and I had sent our paperwork and information in over month ago, before our move in date to have the gas put into our name. They lost our information and never even called us to …
They have sent someone out to my house now 3 to 5 times in the last year or so to turn me off when i don’t owe money, someone needs to do their job or i will take steps to correct it myself. DONT KNOCK ON MY DOOR AGAIN, PROVED TO THE MAN I …
I attempted to start service with this company. I put in the request to have my gas turned on (over a month ago now) on the first of June. I waited a few days, and I hadn’t heard anything. I emailed them pretty much saying “hey I requested …
Applying for the Corona virus relief grant was quick and easy. I’m pleased with the results. Virginia Natural Gas has always provided me with great service at reasonable prices. I’ve been a customer for many years and have always been happy with their service. They truly value their customers.
Called a few days ago to see if gas was shutoff because my heat will not kick on. Customer service told me that it was on & to get an HVAC person to come check the pilot light on the furnace. Did just that & paid HVAC guy $89 just for him …
Terrible company. If I could give this company zero stars I would. I requested multiple times to have my gas turned on and zero response or notification of an appointment. I had to call multiple times and try multiple extensions to get …
I had a gas leak and they sent Jason Suits to investigate. He quickly located the problem and repaired the leaking joint without charging me! He was professional, just wish there were more out there like him. Amazing customer service!
Hi first time getting on a payment play with is company and it’s been 6months and when I get a bill for f 373 plus late fee I had to get answers and they was not good they had me pay 80$ for payment plan and even when my bill is 45$ worth …
Wish the billing was more streamlined. Automatic withdrawal should be an easy option instead of getting an ebill via email every month, which is sometimes hard to keep track of. Further, the ebill has been impossible to open from my phone …
Tamika in customer service is a blessing and deserves every bit of praise and money she’s making, and then some. I have never been treated so kind and had someone so understanding and willing to help in my adult life. If I could find her …
I have been trying at my new home since September this year to get services started in my name. I did the start and stop application never heard from them at all. I called them and they gave me an email address that is not existing. Still no help! I’m very angry and frustrated.
If I could give zero stars I would. They make it so hard to get gas turned on just because the previous tenant couldn’t pay their bill. You can have a squeaky clean payment history on your own account & that will not matter. Customer reps …
We when to find this place and couldn’t find it Virrginia Natural Gas.we went around in our GPS…until finally we found it .the sigh was on the gate ..so it direct us to go around to the entrance. When we got around their was a sigh …
I was working with a mother who had just lost her child. She was trying to close out her daughter’s accounts as the mother lives out of state. I was informed that Virginia Natural Gas does NOT under any circumstances discharge debt and was …
Have been trying to reach them, but they do not answer the phone. Was on hold for 24 minutes, then 12 minutes and on hold now. I’ve tried early morning, mid day and afternoon. Please answer the phone!!!! Update—still can’t get anyone …
Calling takes forever if you can type your account number fast enough after many many cues. This is the worst customer service phone line I have used in 72 years. When you finally get through, you have a long wait. This phone call was …
Tried to call all day. Left on hold 25 min. Several times, no answer. Poor customer service.
Called yesterday to start service. On hold for over an hour and finally gave up. Called again today and still no one after an hour of waiting.
THE WORST CUSTOMER SERVICE IVE EVER CAME ACROSS. I was billed 400 for the month of December. I was there for two weeks that whole month. she claimed my account wasn’t on auto draft but if that’s the case how did 400 automatically come out …
We recently moved to VAB and our experience with VA Natural Gas has been poor customer service, long wait times and high rates. Very frustrating they are the only gas company in this area.
Hope to get hired
They care about the community
horrible service, very rude!!!
Great
TERRIBLE SERVICE.
ABSOLUTE DISGUST
Use it to heat my house
WORST CUSTOMER SERVICE EVERRRRRRRRRRRRRRRRRR
Safe, affordable natural gas.
Great customer service!
Thank you so much a wonderful Blessing 👏 …
not an on line person just want to say thank you!
zero star for Virginia natural gas! there was no customer service in Virginia.
VERY PLEASED WITH VA.NATURAL GAS ON THEIR COVIS ARAINGMENT
Got covid relief of 530. Cant complain
I was so happy when i read the message that vng was helping me thanks,
I have to concur with all of post on the pathetic customer service….to top it off they cannot even put the damn meter where it is supposed to go…..pathetic….actually there is NO CUSTOMER SERVICE
Needed to find out something and it was taken care of
Thanks so much for the help you have given me.God Bless And Thanks again.
THANKS VNG THEY HAVE BEEN VERY HELPFUL IN MY TIME OF NEED THANKS AGAIN VNG…
I’m very pleased with the service!!!! Thank you so much!!!
Customer service is the worst! They should really learn to communicate better with their customers
Bad web site forms,bad customer service,It’s a one way street with VNG.
Not bad they charge a small fee for paying your bill other than that they are good company.
Worst customer service ever!!!!!! After 3 weeks still don’t have gas. Already November 23 and 39 degrees outside. Unbelievable!!!
Not even worth my time explaining but to sum it up they are a full circle pain in the ass to work with or get anything done as far as the setup stage goes , even getting the right person on the phone was like pulling teeth , with pliers
I did not believe the negative reviews until I tried to transfer service.
The automated service is not working and no answers on how to connect.
Awful
Awesome customer service! Latayna was great and answered all of my questions regarding my bill!
Fours days later, still waiting on the call back from a supervisor to answer my question to process my request. Probably the worst customer service I have experienced.
Wish I could give no stars. This company has no customer service skills and don’t care because they are the only company in most areas.
I’m certain they been robbing me for years. Pay extra attention to your payment history!
They have been great to us, especially during the Covid crisis and uncertainty. They have been great help.
If I had another choice I would definitely switch to a company that works with customers,not one who knows we have No choice and whatever they say We have no recourse! Va Natural Gas Sucks!
No option to speak to a person. I wasn’t given an account number when I recently connected to gas. Now the payment is due and I can not pay without giving my account number.
I am thankful for this help,didn’t realize i was going to receive this it took some time ,but understand alot of us need it, so please be patient and positive.
Decent place of work.
Just saw email where I was accepted for help.didnt know I had to respond back after being granted.just discovered today a respond was necessary. I Really need this help.please help me as it was stated.THANKYOU
They are very helpful
How do you give a customer an 8 hour window to show up and not even have a courtesy call prior to. This is the worst customer service for a public utility I’ve ever seen.
In the heart of my hardships, Virginia Natural Gas throws me a very much needed life line. Thank you soo much! I am so very grateful!
I was really appreciative to find out that VNG applied some of the grant money to help me. We are all struggling in a variety of ways. This takes one of my struggles away.. at least today. 🙂
Level Up. Best customer service I’ve encountered 47 years.
Thank you Virginia Natural Gas! I’am truly greatful/blessed, i didn’t know how i was going to pay my gas bill. Thanks for the corona relief package i’am crying tears of JOY/RELIEF🙏😅 …
This is not even a Virginia company. They are based out of Atlanta and have the most asinine customer service policies and ridiculously unhelpful employees. But of course the govt permits this monopoly this leaving us stuck with having to deal with them. Wish my house was electric only. At least Dominion is regional!
Customer service is horrible. Their site never works I’ve written email after email so I can actually pay my bill online haven’t been able to in over a year. The site now lately wont even open. Horrible!!!!
Wish I could give -5 stars
They helped me out when in need. Virginia Natural Gas has excellent customer service which led to a great customer experience.
I’m not satisfied with Virginia Natural Gas
I spoke with Candance on News years Eve and she was very helpful with setting up my account and all the information I needed, I would be happy to call again,
So incompetent at scheduling service that they expect you to stay home an entire work day while they decide when to arrive. Schedule your appointment at least a week in advance. Apparently they don’t hire enough people to turn knobs and write down a couple numbers without serious advance notice.
An 8 hour window to get your gas turned on? Ridiculous. They can’t call you before they come because there cell phone might spark gas!? What! Leave it in the car then. Absolutely terrible customer service.
I truly appreciate the service that I received during this time of the covid-19 and I also appreciate Virginia Natural Gas working with me during this time of hardship.I would recommend everyone who has be affected financially because of the Pandemic. Once again thank you.
THEY TRULY CARE ABOUT THERE CUSTOMERS. THEY GOT ME OUT OF A REAL BIND. AND IT DID MY HEART GOOD TO KNOW AFTER ALL I HAD BEEN THROUGH I DIDN’T HAVE TO WORRY ABOUT HAVING NICE HOT WATER OR HEAT DURING THE COLD SEASON. THANKS A MILLION VIRGINIA NATURAL GAS COMPANY. FROM THE BOTTOM OF MY HEART. THANK YOU.
Shawn was excellent, we are grateful that such a professional individual came and helped us resolve our issue.
Virginia Natural Gas are so helpful when you are in a spot where you are having difficulty paying your bill. They will willingly work with you in anyway they can. I’m very grateful
Natural gas too expensive replaced my gas pack with a Daikin mini split systems extremely pleased with them no longer have natural gas in my house
All Staff Members are professional and courteous. We feel very valued as a customer when we place calls for service or just have general question. They are always here to help.
LONG: I just moved into my apartment on 8/1 and I was warned by my rental agency that VGN can be a real pain to work with, but I had no idea they’d make me this angry. …
Horrible customer service. I always have had automatic payment set up but they claimed that my payments were late and wanted to charge me a penalty. I even had records of my payments paid on time. And they put you on hold for almost and hour!
These people are very kind amd patient with their customers. They treat you like a person ansd not like an account number. It’s a pleasure to do business with them.
If I could give them a lower rating I would. They told me they could not process my request to transfer service to my name without faxing an ID to them in Atlanta. No way to email, only fax or could not complete order. Representative even …
The Reason they get three stars instead of Perfect it’s because they will turn your stuff off in the middle of winter I am they’re very slow about coming out to your home but other than that we can appreciate them for offering us programs and so forth to help us to stay connected with the power of natural gas
Having the same issue as others. Requested service online – received email confirmation and phone call the next day to send in ID and lease to their email account and they gave me an account number. Never heard back – tried to make an …
Horrible! Called 8 days before move in date and set appointment. Called 2 days ahead to let them know my apartment complex doesn’t open in time for my appointment, representative said it was fine, come the day of move in at 9:30 am and got …
Had an appointment to start new service. Time slot was 12-4pm. I’m a working single mother so taking off from work to sit around and wait for a technician isn’t feasible. I came home at lunch 12-1pm and then had a friend who was nice enough …
Deserves 0 stars. Customer service is the worst. Only time windows to set up service are 8-12 and 12-4. They WILL NOT call before they get there. So you have to take 4 hours off of work and THEN pay a$30 connection fee…. you have to pay …
I had my gas fireplace reconnected to the gas line. The very next day it all went out as though someone had blown it out. The pilot wouldn’t light. I called and scheduled an appt. (9am-1159pm is their window). I waited up till …
Does anyone else have a HORRIBLE time getting in touch with them about the payment company? I can’t ever make my payments through my phone with Western Union. It sends me to a bad link so my payments are always late. Apple Wallet won’t …
I am actually dumbfounded! They used a grant to help me pay a large portion of my bill and I am truly humbled. I appreciate it and hope to pay it forward in the future.
Called because my meter was sitting in mud. Left my gate unlocked for them to do the work while I was at work. Went home to find out they turned the gas off and will not turn it on without someone being home. The appointment time given was …
Charles Gunter could not have been nicer or better informed! In this day we seldom find such great folks willing to help ! I give Charles five or more stars!
I was notified in a very curt, if not rude, letter that they are unable to read my meter, and that I should schedule an appointment to have someone look at it and possibly repair the meter at my expense. I have never heard of that …
The absolute worst customer experience I have ever had. I was strung along for 2 weeks while they’re own department played phone games, and lost paperwork just to be told on that Friday that no one was gonna come out until the next week. …
Gas line installed but not hooked up to the house. Receiving bills from VNG aster being told by Ricky Pollock that I would not receive a bill and had 6 month to hook up service after install. Called customer service , which said they would …
This is the worse service I have ever experienced in my life. Its clear that common sense nor standard comprehensive IQ is not required to work for Virginia Natural Gas. Or maybe they are just lazy!!! I don’t believe they could find the …
Customer service is worst, wish I could give negative stars!! Called to shut off had a month prior to leaving a residence. I left first of the next month. Got a bill 3 months later Saying that the gas was never turned off because the fence …
They told me in order to get services I have to pay someone else bill so and I refuse to pay someone else bill they can go to hell
Due to Covid, VNG received funds to assist their customers in need. I got into a past due status and they approved me for assistance for $28.58 because the winter month’s had not kicked in so that’s why it was a very minimum amount but …
Original work request for gas line was 10/16/20
After nearly 2 months nothing …
A+++ for customer service!! I had to make a service call on a Saturday. The dispatcher said it could take 30 minute to an hour. The technician ( Charlie Dario ) was here within 10-15 minutes and went above and beyond to make sure everything …
Your billing email’s with links to pay your bill don’t work and all customer service says is you need to login to the actual website to pay your bill or to set up auto pay. Thank you for no assistance what so ever. Wishing there was another option for natural gas!
Shut off my gas for no reason in the middle of winter. Checked to make sure my payment came out and then gave them a call. The lady in customer service was friendly but a “error” in their system showed “unauthorized ” use and they had …
The incompetence of this company is despicable. My roommates and I had sent our paperwork and information in over month ago, before our move in date to have the gas put into our name. They lost our information and never even called us to …
They have sent someone out to my house now 3 to 5 times in the last year or so to turn me off when i don’t owe money, someone needs to do their job or i will take steps to correct it myself. DONT KNOCK ON MY DOOR AGAIN, PROVED TO THE MAN I …
I attempted to start service with this company. I put in the request to have my gas turned on (over a month ago now) on the first of June. I waited a few days, and I hadn’t heard anything. I emailed them pretty much saying “hey I requested …
Applying for the Corona virus relief grant was quick and easy. I’m pleased with the results. Virginia Natural Gas has always provided me with great service at reasonable prices. I’ve been a customer for many years and have always been happy with their service. They truly value their customers.
Called a few days ago to see if gas was shutoff because my heat will not kick on. Customer service told me that it was on & to get an HVAC person to come check the pilot light on the furnace. Did just that & paid HVAC guy $89 just for him …
Took a whole month to turn on gas. Representatives were very nice though.
Terrible company. If I could give this company zero stars I would. I requested multiple times to have my gas turned on and zero response or notification of an appointment. I had to call multiple times and try multiple extensions to get …
I had a gas leak and they sent Jason Suits to investigate. He quickly located the problem and repaired the leaking joint without charging me! He was professional, just wish there were more out there like him. Amazing customer service!
Hi first time getting on a payment play with is company and it’s been 6months and when I get a bill for f 373 plus late fee I had to get answers and they was not good they had me pay 80$ for payment plan and even when my bill is 45$ worth …
Worst company policies ever…
Policies are designed to make it hard to pay bill and up charge late fees
Not military friendly at all.
William Was Amazing and Very Professional and Friendly. He Informed Me Of Everything. I Appreciate His Work & Attitude! Very Good Appointment
Wish the billing was more streamlined. Automatic withdrawal should be an easy option instead of getting an ebill via email every month, which is sometimes hard to keep track of. Further, the ebill has been impossible to open from my phone …
Tamika in customer service is a blessing and deserves every bit of praise and money she’s making, and then some. I have never been treated so kind and had someone so understanding and willing to help in my adult life. If I could find her …
I have been trying at my new home since September this year to get services started in my name. I did the start and stop application never heard from them at all. I called them and they gave me an email address that is not existing. Still no help! I’m very angry and frustrated.
If I could give zero stars I would. They make it so hard to get gas turned on just because the previous tenant couldn’t pay their bill. You can have a squeaky clean payment history on your own account & that will not matter. Customer reps …
We when to find this place and couldn’t find it Virrginia Natural Gas.we went around in our GPS…until finally we found it .the sigh was on the gate ..so it direct us to go around to the entrance. When we got around their was a sigh …
I was working with a mother who had just lost her child. She was trying to close out her daughter’s accounts as the mother lives out of state. I was informed that Virginia Natural Gas does NOT under any circumstances discharge debt and was …
Have been trying to reach them, but they do not answer the phone. Was on hold for 24 minutes, then 12 minutes and on hold now. I’ve tried early morning, mid day and afternoon. Please answer the phone!!!! Update—still can’t get anyone …