Vermont Gas Systems, Inc. Review

I have had so many issues with this company. Back in December/January they "upgraded" their online account service. I got a notification that they were going to take my payment as usual, but they never did. I tried to log in but my online account no longer existed and my autopay has been deleted.

Then I moved. I cancelled service at my old address and set up service at my new address. I just discovered that I am getting TWO bills. One for my old address and one for my new one, despite the new tenants having set up service in their own name. We compared bills and it is a totally different amount.

Do not trust their customer service reps. They don't know what they are doing. They somehow created a 2nd account for me without ever canceling the first as requested. I also don't now how they decide how much gas was used because they have two accounts set up for the same address with completely different amounts owed. Don't trust their auto pay either. It may cancel on it's own.

This company is stealing people land to put a dangerous pipeline nobody wants through fragile ecosystems and vulnerable communities, placing people and the environment at risk. The company has routinely lied to the legislature and the public service board, and their white elephant pipeline is already tens of millions of dollars over budget, whic costs are being lumped into the backs of working families unfortunate enough to be stuck with this company. This company is not a Vermont company and is deceptively named as it is owned by a Canadian conglomerate that also owns the electrical monopoly Green Mountain Power.

The customer service is hit or miss. Some reps are nice, but others are rude and condescending. Recently went without gas service for almost 2 days because I smelled a leak outside the house. They came out and looked at it, but left and never fixed the problem until a day and a half later.

Was a mix up on my end when sending out monthly bills. I accidentally mailed them the house payment and my heating check to the bank... The bank was smart enough to notice immediately that there check was wrong (Probably due to the volume of cash) But Vermont Gas wasnt... They cashed the check and mailed me a statement saying I had a 3 digit positive balance with them. How on Earth was a company named Vermont Gas able to cash a check labeled Community Bank and in the memo was written out House Payment. I understand this is 50% my fault.. Maybe even 95% but companies should have a little more attention to detail than this.

Called VT Gas to get an overflow issue fixed last year. I never received a detailed invoice indicating what the repair tech had done last year. They just charged it to my bill. I still had an overflow issue after the VT Gas tech left. Today I had a constant flow that could have flooded my basement. It was fortuitous that I happened to walk down when I did and caught it. Call VT Gas. $100/hour rates to fix it. I said that's a little steep. The individual on the line indicated that I could get somebody cheaper and call back if I did not have any luck. I called RB plumbing, but he showed me what the other guy missed last year and now I have no overflow issue. I agree with the other crappy assessments. This company thinks it has a monopoly and doesn't really care about good customer service.

We signed a contract to convert our home in Burlington from oil heat to gas. We were told by Vermont Gas that the upfront total cost of conversion would be $100 plus $20 per month rental for a burner converter unit. This was all in writing. Later, a Vermont Gas technician decided our system needed something called a "concentric termination vent" that would cost many hundreds of dollars -- we're still on the hook waiting to find out what the bottom line will be. But I was disappointed by a sales gambit that seemed an awful lot like bait-and-switch. The "savings" on heating bills that the Vermont Gas rep told us to expect are all being eaten up by the hidden costs of conversion.

This is an evil organization that puts profit ahead of the environment.

Wish I had another option to keep my house warm , nightmare of a company avoid if possible

Terrible service technicians customer service. And their 5 day window is actually six days! With a four hour service "window". Basically these guys show up when the feel like it

Billed me twice, then tried to brush me off. I refused to leave until they fixed it. Also, I found out they charge a daily "access fee", even if you don't use their service. Scam

Worst customer service ever. Drill baby drill. Ruin our ecosystem by all means and then treat customers like the dirt you push the UNWANTED PIPE LINE THROUGH!

Seems like they have old, outdated systems. They were regularly screwing up my bill.

The business we bought had been using VT Gas for heat.. So as soon as we bough it, we called VT Gas to put the bill in our name. The rep helping me set up our new account seemed a little confused and was taking a really long time to set everything up. She finally tells me everything should be all set and I'll see our first bill shortly. Next thing I know, about 2 weeks later... a VT Gas rep pulls up to our business, opens our door and says in front of our customers "You better call to get your account set up or we're shutting off your service." I call immediately, angrily (I might add) to find that the rep who set everything up forgot to "make it official", so the account hadn't ever gone through. Thanks VT Gas for being so irresponsible.. You should probably send that rep back here to apologize, although I know that'll never happen....

Our meter was accidentally pinned so the heater would not turn on. VT Gas did not have this on record. Once this problem was identified by a heating contractor VT Gas sent someone to unpin it within the hour. They even covered the contractor's bill due to their mistake. Although this was a big mistake and wasted A LOT of my time, the customer service folks were great to work with, the technician came in record time, and the expense I incurred was covered. Couldn't ask for better resolution!

We are a long standing customer with good payment history. Our furnace went on the fritz, tech said ~$100 to fix. $200+ dollars later and we are paying it back by paying gas bill then extra $50 for the furnace work each month. I come home and VT Gas shut off our gas and said we are delinquent.

We're charged obscene prices in Vermont thanks to zero competition and governance that won't step in and actively discourages such. It's no fun being a captive consumer of a contemptuous quasi state agency.

Condescending service, obviously don't care for Burlington community much. Website is confusing and online bill pay doesn't work.

Reasonable prices. Call if you need to set up and account. Don't bother going in, they will just make you call there account services on the phone they have on location.

Great response, friendly people. Technicians are very polite: they use shoe coverings to walk in the customer home. I especially appreciate this since we don't wear shoes in the house.

The technician came out same day and diagnosed a failing circulation motor, he was knowledgeable, polite and speedy!

Customer service was quite responsive, but technician that came to the house needlessly shut off my line as a precaution, which took place on a Friday afternoon on a holiday weekend. I was told I needed to get a contractor to inspect the line and make any necessary repairs. As you can imagine, it was a huge challenge to find a contractor on such short notice. Plus, it cost an arm and a leg for the service.
Next time, I will think twice before contacting Vermont Gas for "assistance."

I am a renter so I see these guys a lot coming and going from my building. I gotta say I am shocked by how unprofessional and rude some of them are. They even block the driveway which many people need to use, when there are service vehicle spots right there, use them. That combined with the fact they are a monopoly charging an "access fee" for the privilege of what I do not know (and require a retainer which I never got back though they said I would), so you pay for nothing every month or have your credit attacked, AND combined with the fact they are a massive conglomerate forcing their pipelines across the state and private property to grow their monopoly, makes me say "Boo to you guys." Just ugh. What happened to service with a smile and anti-monopoly rules and honesty in conduct? The premise of capitalism is a fee in exchange for service or product, not being asked to pay made up fees for nothing.

Vermont Gas Systems has great customer service. They made transfer of service to my new address very easy and trouble-free.

after we installed a new heating system at our house, we sent a residential rebate application to VT Gaz on Aug 6 - they processed it on Aug 9 and we got their check today, Aug 13, within less than a week!

They charge a daily access fee which adds nearly $20 to your monthly bill so when your not using gas, you're paying all summer long for the privilege of just having the connection. You're basically paying for the privilege of buying service from Vermont Gas.

We had water pooling up in our basement, the technician came and figured out it was a leak from our toilet above our water heater, he also did our inspection required for our HOA, and fixed our fireplace in the spot when I asked. He was polite and helpful in explaining what was going on, and was very flexible in accommodating our requests.

One week later we lost heat due to a bad switch (thank goodness the other guy fixed our fireplace) another gentleman came pretty quickly considering it was a weekend and changed the panel for us immediately turning our heat back on.

After getting a very large bill, I felt it was unfair to pay for the second service considering the bad switch should have been caught in the inspection the week before and the manager not only picked up my call after hours, he was polite and credited my account for the second service charge that never should have gone onto my account. He referred to their 30 day policy that stated there wouldn t be a service charge if a technician had to return within 30 days of the initial service.

All three experiences were handled quickly and professionally. I commend them for their customer service.

Called to set up services and could not come out to turn on gas until 10 days after I called. I had to call and reschedule and on the day scheduled no one showed up. An incredibly unprofessional experience. It has now been two weeks since I initially called to set up services and still have no gas.

My gas bill has been incorreckly read for months. I was over charged and they said that all is correct even when I was on vacation and not using much gas at all. I demanded that they remove the gas line from my property and they wanted to charge me for the move.

it's 2017 and this place won't accept a credit/debit card without charging a fee of $4.00.
went to the office to pay my bill with a card and was told there was a fee.
left and went to hannaford's and paid bill without a fee.
come on!!! it's absolutley ridiculous that i am charged a fee to pay my bill with a card.

Nice people in the the front desk to help quick resolution for bills

Luckily I have never had to do business with this company. My experiences with them have been awful. I would not trust them to hook up my garden hose, not to mention a gas line!

It s been a week after they said they d come. I was told they d come today in a set time frame and they came before the time frame. So now I m waiting here for the rest of the day since there is apparently no way to know when a service rep will show up.

Always on time, always courteous, always a good job!

Vermont Gas shut off our service in a retail store - we have to wait 5 days - yes FIVE DAYS - for the heat to be turned back on. Even though we are a solid account with history and never a late payment we are required to pay a new $250 security deposit.

BEST YET - you can't pay by check, credit card or any other means on the phone -- YEAH REALLY. you have to get in the car and drive to their offices. Or use snail mail, or visit a grocery store.....really..... can you say antiquated monopoly ball grab?

Great Customer Service and extremely helpful and professional. We purchased a home with in the past 3 months and with making the switch over to Natural Gas since it was in our area has not only saved us an extreme amount of money, but it makes it easier to not have to call and have heat delivered especially in the cold months. Lets face it being on an auto fill is crazy expensive. We have also decided to put central a/c in and they have been helpful and professional with all questions we have asked.

A day and a half prior to a much needed and LONG a awaited service (I scheduled a month and a half prior), VT Gas called to cancel the service due to covid . Right before it really gets cold. This is our primary source of heat, and the service is overdue...I realize that is on US, but this business of a day and a half before they were supposed to be here...is BAD business. And now we are at the mercy of other schedules and having to wait for another provider. Shame on you VT Gas!!! We have been dedicated customers, but this is ridiculous. There are so many things we could do, including leaving the house, wearing masks, etc (btw, that WAS the plan) which would keep your workers safe. Wish I could give zero stars.

Poor service. They do seemingly random purges of online accounts and automatic payments without notice that can lead to delinquency. New tenants opening service at a a previous location that you disconnected from formally does not prevent duplicate billing.

You will be double charged.

Avoid.

Nothing but high praise for their installation of a leased water heater and the running new piping for a new gas dryer and stove. Definitely the least stressful part of our home renovation last fall. First furnace inspection today and the tech and her assistant were consummate professionals and very personable.

Unfortunately, can't say the same about the Customer Service staff, some of whom seem to be always in a hurry, give misinformation as well as being surly and uncooperative. A brush up on how to treat clients is sorely needed, since we are both their friends and neighbors and actually pay their salaries.

I accidentally omitted a decimal point in my payment and overpaid big time. The customer service rep was super helpful and got my refund to me in a couple of days. I was really impressed and appreciative.

Just another monopoly and there's nothing you can do about it.

Pay your bill here and get any services or questions answered here

Very poor service. System is absolutely broken. Online account will say the seemingly correct thing but the paper bills have completely different info on them from address, acct number, and due date & payment amount. I assume this came from switching to a new address and for whatever reason nothing was actually updated but just a new account was made with no warnings and came with double payments for months.

Totally unprofessional. Too bad that they have no competition, total monopoly. I met with the new accounts manager on the sight, a guy name Peter looked in to my eyes and made a promise to have the gas line brought to my house in August "no problem"; then the date got moved over to the end of October, now it is supposed to be the first week of November and this guy Peter does not answer my text to confirm it; two weeks have gone by and the general manager Keren (not sure i got her name right) has not answered my email; and winter is eminent. Help me God!