Citizens energy group Review

Citizens Gas Dispatch office has TERRIBLE TERRIBLE customer service! I contacted them regarding a tag my tenant made me aware of due to a gas leak. I contacted Citizens immediately (according to the tag and contact number on the tag). I was bounced around from three different reps only to be transferred back to the original rude customer service person. If only the customer service reps would take more care and time to listen to the customer, they might get the needs of the customer the first time they call and avoid all of the transferring just so they can get people off their lines. Today, I contacted the Dispatch department to notify them the repairs were taken care of. A lady answered and was super rude with her tone to be a CSR like she was irritated I contacted CITIZENS. Look, I get everyone is remote working and it's easy to become relaxed in the comforts of your home, no matter if you're working for yourself or a company. But CUSTOMER SERVICE is key when dealing with the public no matter if the customer is disgruntled or polite. I was extremely courteous and didn't deserve the rude service on two different occasions one week between each other (therefore I know there's an issue with training). If I didn't have to deal with Citizens another day I promise I would switch my house and my rental properties to total electric just so I wouldn't have to. I hope Citizens Gas takes training seriously with their employees and does not just indicate they listen to calls for training purposes as a pre-cursory, if so, I understand the company dropped the ball somewhere and lost its top priority - the customer. Please do better.

They have improved on better ways to pay. Also, they will work with you. I Love the kiosk machine is open 24 hours and 365 a day so when my money comes I can pay my bill.

The company keeps charging me for service that s not clearly shown on my bills. My autopay for this month went through for the amount indicated (supposedly covering adjustments made) and despite the charge and the bill matching up, it shows I still owe $56 additional. There is no bill or other information available to me to show why this is charged. I ve only had an account for 6 months and this is the THIRD time this has happened! I dread calling to try to figure this one out as the last two took over an hour each (across more than one call) and they still couldn t explain it adequately and got mad at me for asking them to explain it again. I have a graduate degree in a field that uses math. so I m pretty sure it s not an issue with my ability to understand how billing works

Called the Emergency number for a strong odor (potential gas leak?) The lady on the phone answered quickly and was kind and empathetic. She instructed me on what to do and advised the techncians would be there within an hour. They arrived in 30 mins and were very helpful and explained what they were doing and why. Thankfully it ended up not being a gas leak after all however we appreciated their prompt response to a potential health and safety concern. Thanks Citizens!

Thanks Citizens! We had a gas outage in our subdivision, we were discussing going down and getting the directions for our water heater and furnace so we would know how to re-light them, got a knock on the door it was Citizens coming by to do it for us! They had everything redone in like 2 minutes, this was much appreciated

Made my payment on time.
One week later it was still not taken from bank.
I called to ask why. No real answer but they did charge me a $10 fee for non sufficient funds despite the fact that there was plenty of money in the account.

Congratulations Citizens. You have found another way to take advantage of people. It s unethical but hey at least you re $10 richer.

Terrible service. If utilities were not an illegal monopoly I WOULD NOT CHOOSE CITIZENS!!!

Our home had our water shut off despite paying the bill. So far we've been waiting 2 days to have it turned back on, and no luck. I'm a landscaper, my wife is a nurse, and we haven't been able to shower or use our own bathrooms. It's been like this for the 10+ years that we've received service from them.

If there was 0 star I would probably give them. Worst customer service. They don t understand the difference between and emergency and a regular service call. Too slow and understaffed. For a 2 min job asking us to wait without water and gas for 2 days

My experience with Citizens Energy was so posisitive, informative, as well as professional,The technician was anaccomadating, throughout the transition of moving,,and not being familiar with protocol, you guys stepped up and showed out!! Praises to Erin Hamilton!!! And Izzie

I would give them zero stars if I could. The customer service is non existent. We had to have our water shut off for a short period of time because of a leak in our water line. They took 2 hours to come out and turn it off. We only needed it off for 10 min. It s been off for 10 hours now. We have called multiple times today. With 2 toddlers, we can t afford to not have water this long.