Reviewer Photos & Videos
- Verified customer
Left to freeze in winter
Elgas call themselves reliable. Well that is no longer the case. For two years I have had reliable service, being able to get a new exchange bottle delivered and hooked up before my second bottle ran out. That is no longer the case!
After waiting for ten days for a replacement bottle (and with only a few days left before I run out and have no heating or hot water at all) I was told to organise my own exchange bottle from a reseller. They refused to switch my order to URGENT and told me they would not deliver for at least another ten days!! They...
Elgas are supposed to monitor our gas usage and refill our tanks regularly (every 8 weeks) so that we never run out of gas. However, we almost ran out of gas at the end of March after they postponed our scheduled refill without notice. They finally came to refill our tanks just in the nick of time on 1st April, but only filled one tank (why?). It is now the 13th July - more than 14 weeks later - and today we completely ran out out of gas. Without hot water, I could not have a shower and therefore I could not go to work. I don't get paid if I d...on't go to work so I lost a day's pay which I am not at all happy about! When I called them, they blamed it on Covid. Yeah, right. More like incompetence!! This not how they should be treating their customers, especially during winter. If you don't like having cold showers, I would recommend you find another gas supplier. Which is exactly what I will be doing.
Twice now they have removed & replaced the bottle we are still using instead of taking the empty one not in use! The first time I complained they were rude to me and said it was a contractor and out of their hands. My husband will call this time and I am hoping they will listen to him. We still had half a bottle left!!! Will be taking this further now as this seems very dodgy indeed. I do not trust these people at all!
Have had a really good run with El gas until you need some customer service. Today we have tried to contact Elgas only to be greeted with terrible communication skills and seem to be deliberately trying to make the whole process difficult. Pronouncing the street, suburb and my name like a child reading a book for the first time, Yes it was 4:45pm but still.... we have ordered another 45kg gas bottle as one one just about to empty, ( we like to keep both full if we can) two weeks in and I’m starting in a cold shower. El gas have removed our full...bottle and replaced it with a full bottle! Instead of the low or empty bottle.! Trying to explain this to someone that doesn’t care and then telling me I have a gas leak and I will still have to pay for it! Meanwhile have paid a gas plumber to come and check for leaks and we have none!, considering we are paying more for Elgas than any other company didn’t bother me until now, we will be changing companies if this isn’t resolved in the next few days. I will try again tomorrow and hopefully this time I won’t just get shrugged off... the frustration of this experience has prompted this review.
Not worth the hassle
Cannot judge the customer service , there isn’t any , had a exchange gas bottle delivered and swapped in March , as this is the second bottle that is swapped over when the primary is empty , we have just swapped over to it and it is empty , I have called Elgas and have been told it will cost me $85 for emergency order , I then checked out cctv and yes a bottle was delivered...... delivered and swapped in 50 seconds , out of the truck into the ground pushed around the back swapped and pulled back out the front and into the truck in 50 seconds , I asked to speak with the manager , but was told there was no managers on site , the solution for the Custer service rep , just use your BBQ bottle untill this is sorted but could take up 5 days
Price to pay?
Called Elgas to place an order for 1 x 45Kg LPG cylinder and was quoted a price of $144.57
Requested a better price and was offered $20.00 discount on my next 5 deliveries including this delivery.
Received account for $139.03
The actual discount was $18.18 which was subtracted from the $144.57 equals $126.39 then GST added which came to a total cost of $139.03
So my actual saving was $5.54
I emailed Elgas lodging my complaint as stated above and have had no response at all.
After 30 years doing business with this company their customer focus has gone up in flames.
Bye bye Elgas, lucky we have a choice of retailers.
Long time customer
Been with Elgas for many years always paid on time stuck with them even when they tried to charge me for 2 gas bottles. First time I have financial problems so I tried to pay my bottle off just to be hit with a late fee, explained I’m having problems at the moment, asked about using my vouchers was told I could only use them when ordering a bottle would of helped if I new that before ordering my bottles. Been sent letters saying they going to take my bottle and now been hit with a cod
very very very poor service
Simple word if you can't deliver on the date that you give to your customers at least give as a call if your service is poor do not build your business, everyone should know the different of customers and business, as a customer we dont have a time for you guys to waste our hours and a whole day waiting for your delivery and no one show up , and when we call your number everyone doesn't know what's going on, communication and dealing with you guys are very very very poor
Find a different gas company!!
Elgas put a work order on my LPG gas bottles due to being to close to my aircon unit. The aircon unit and gas bottle set up is how it is when I brought the house 2 years ago. I question Elgas on why telling me now not when I brought the house. The response was “we have a new driver” I said that wasn’t an acceptable answer then I got “regulations change”. I looked up the change. On EnergyWA it shows the compliance diagram published in 2014. After I finish my gas bottles I will be changing company’s! Elgas has left a young family in the country s...crambling to try and a gas plumber to make my gas bottles compliant. Meanwhile, my family can’t have hot showers, use our stovetop and oven due to all being gas operated. If Elgas would have told me 2 years ago I could have had my settlement agent get the previous owner to rectify they’re mistake!
New Tenants beware - left without gas
Moved into my new rental house on 6/12/19. 28/12/19 I was having a shower and lost hot water. I instantly thought I was out of gas so I made some calls to find out pricing around the area. I found a company that was so much cheaper and decided I would go with them. I then found out I need a certificate of compliance, thinking being Christmas time I wouldn't be able to get this from realestate I thought I was stuck with elgas. I went to the gas bottles and turned them off and then on again and heard the gas come through so I went few I have a li...ttle bit of gas left. This means the hot water system is stuffed so I have the realestate get a gas plumber to site where he fixed the hot water system. I asked about the compliance certificate and he informed it would cost me money. I thought bugger I can't afford that right now I will start the process for elgas online. The plumber got authorisation from my realestate to do certificate at no charge to me. I called elgas straight away (Monday 30/12/19) saying I want to cancel any autoship as once gas has finished I will be going to new supplier. They informed me I was responsible for paying for the gas in the bottles onsite?What the? This bottles were here prior to me moving in. The tenants left them here. Apparently the tenants got a rebate for the gas that was left in the bottles (these were tanker filled gas bottles apparently). First of all why did they not take the gas bottles away? They now have my details so they told me they will invoice me $207 for the two bottles otherwise they will collect them. I questioned how this was legally possible? How is this right? I would like them collected and I tried to organise a time. They told me they would text me when collection was booked. Gas Plumber told me they were pretty much full. 31/12/19 I get a text at 10:13am stating my gas bottle will be collected this afternoon! Bugger it is new years eve how was I going to get gas?? I called Elgas and clearly expressed my frustrations - I said what happened if my gas hot water system didn't fail and once this gas ran out I just went to a new company? How would they get money not having my details etc... She response that would make me not a very nice person. But hold on - how was I to know that this gas hasn't been paid for? Where was my letter? NO note was left with gas bottles etc.. there was nothing. I explained that I am a single mum who has a 3yr old at home and I am unable to get new gas here until Thursday? Leaving us with no gas cooking or hot water! She didn't care and stated that it's was booked and they were coming to collect. 31/12/19 at 2:39pm they came and collected the bottles. Just over 4hrs notice on New Years Eve with zero compassion at all. I honestly do not understand how this is legal? I now have no gas on New Years Eve. Luckily my new supplier might be able to squeeze me in later today as they care about my 3yr old having a warm shower. Disgusted is an understatement
- Verified customer
Letter of non-compliance after several deliveries and "Facility Service charges"
Elgas has been delivering cylinders to our property since it was built in 2009. The most recent delivery was just this week. AFTER the money was paid for that delivery, they sent us a letter of non-compliance saying the gas connection was too close to the fuse box (without any further qualification) and that they couldn't make any more deliveries until this was addressed.
There have been NO alterations to our gas or electricity system since the property was built.
Since 2017, when we moved in as current owners, Elgas have charged several "Fa...cility Service Charges" (in addition to cylinder charges) and never brought this supposed "non-compliance" issue to our attention before. Elgas' description of this is "This charge enables Elgas to ensure that the vessels on your premises are kept in a safe condition and are installed to the high standard required by law". The Elgas person who sent this letter didn't care to responded to our query about this. With others here having confirmed my own experience with Elgas' terrible customer service, I'm not hopeful of a response, let alone a refund . With Elgas NOT falling under the purview of the Energy Ombudsman here in NSW (apparently in VIC it is different), I suspect they will continue to take customers for granted until customers wise-up and leave.
Stay away from elgas
I purchased a new property in June 2019, first gas delivery (fill from tanker) elgas claimed that my bottles where not compliant with new exclusion zone rules, ie they claim nbn box was within exclusion zone, this was incorrect, it was ok where it was. They put me on a do not deliver list, seems strange that they have been delivering to this address for years before I moved in and there was no issue. Same thing happened at wifes investment unit, elgas claimed bottles did not comply even though it had been issued compliance certificate, took 3 a...ttempts to have do not deliver cleared, in the mean time tenant was low on gas. Elgas have earned themselves a compliant to the department of mines, energy and natural resources regulator for delivering to my new address all the while they claimed it did not comply. So it has backfired on them big time and I hope they end up with a fine from the government
Appalling customer service.
Every three months we purchase an LPG gas bottle as a backup for when our primary bottle runs out, so that we have something to immediately switch to. In June we paid for our secondary bottle to be delivered to be ready. However when our primary bottle of gas ran out last night, we found that there was no gas in the bottle we paid for, which we had not used yet.
We contacted Elgas for some sort of resolution, perhaps they could send us the next bottle for free since we cant cook food or take showers and we had already paid for a full gas bottl...
Wasting my time
Ordered gas a month ago and advised Im a shift worker with dogs so if they could advise a time, which they stated the absolutely could not do I was like ok hopefully its delivered on my day off, got a message the night before saying my gas will be delivered the next day, waited at home all day to receive an email to say they couldn't deliver because there were dogs in the yard. I then called as I missed the next 3 deliveries due to work and not being able to chose a time and date and was basically told this was my issue not theres, so now I hav...e run out of gas so I called again and told if I pay an $80 call out fee I can have it delivered at a time and date of my choosing. I am now 4 days without of hot water or cooking facilities and I phoned again to be told they cannot guarantee when my gas will be delivered. So why did I pay an $80 fee when the service is exactly the same Ive been receiving. Guess I will have to spend my days off waiting for a company that wont show up again.
Ordered an LPG cylinder. Said in notes to make sure my three empties were taken away.
Delivery day is Friday.
Get to today (Friday), no gas.
Check the bottles outside - only my three empties still there.
Check they are actually empty. Yes. Empty. Double check with turning on off, tapping and hot water test. Empty. Try lifting them to triple check. All three light as a feather. 100% empty.
Call Elgas. Tell me its been delivered and I lying. This goes on for three operators.
Disgusting. Ill be switching providers.
Appallingly poor service levels and concern for customers
Approximately two months ago my wife took a phone call from an Elgas rep who said that the delivery driver had raised a concern about the placement of the gas bottles (Truck decant filled not swapped) and that he wanted to arrange to visit the site to check and advise what, if anything needed to be done. This was in late July or Early August (We did not write this down) She advised them to contact me to make arrangements.
Nothing was heard from Elgas after that phone call. On the evening of 08/10/19 our hot water went cold. The gas supply was ...solely used for boost of a solar hot water system which does not provide a significant supply of hot water except from late spring to early autumn. Quick investigation found that the bottles were empty. On calling early in the morning on 09/10 we found that we had been put on stop supply after the last delivery (April 2019) due to issues with bottle placement not meeting newly introduced rules for clearances from sources of ignition. Elgas claimed to have tried to call and been hung up on (Which is possible as my mother is the account holder and quite deaf and may have mistaken the call for yet another telemarketer, but they could have tried again) and to have sent a letter (Never received) Our first knowledge of being put on stop supply in late April or Early May came in October on running out of gas. When the rep spoke to my wife several months ago, no mention was made that supply had been stopped or that the matter was urgent. On calling Elgas early on 09/10/19 a commitment was made to have the local site/depot contact us urgently to see how the issue could be resolved so that supply could be resumed, Over 24 hours later there has been no further contact. No As of 11/10/19 the plumbers are installing a heat pump hot water service as I type and the only further "Service" we require of Elgas will be advised to them today, which is collection of their bottles. Appalling service and care for customers on the part of Elgas
late delivery and worst customer service
I am a first time user of gas. Last Tuesday(17/09/2019) we ran out of gas and I called after hours team and they said next day ill receive my delivery. Next morning I received a call from customer service rep and he says my account was closed due to wrong address( actually address is correct and I received a email when I created the account with my name,a/c num and address). They said I should create a new account and it takes 3 business days. Again I created the account, paid the bill and waiting. But still I dint received my gas, it’s 7th bus...iness day. And when ever I call cc they are too rude and says they are busy. I have a 2 year toddler and past 10days I am without gas and hot water. When I say that cc lady was too rude. I first and worst experience with Elgas. CAn I switch to any other provider? If yes pls suggest the one.
Charged for bottles not delivered
We ran out of gas. I checked our ordering history and figured that the last bottle we paid for had never been delivered. Called Elgas. Their driver had signed off the bottle delivery. So they had to do an investigation.What felt like 500 phone calls later as they said they would call back the next day and never did multiple times, they finally finished their investigation and we didn’t have to pay for our next bottle as they admitted it hadn’t been delivered. Then a month later we got charged our annual bottle rental and they automatically debi...ted us for 3 bottles even though we only had 2, even after I called them to send another invoice for 2 bottles. So this meant what felt like another 500 calls as they never call you back like they say they will, to get this money back. It took months. They kept saying the refund was waiting approval. They are the cheapest around here , so I guess you get what you pay for”terrible service”.
Questions & Answers
Is it true that changeover bottles are not filled completely?
Peter, I cannot answer your question as exchange 45kg cylinders are filled by weight.
My only suggestion would be to pour boiling water slowly over a "Full" cylinder and then feel the difference in temperature of the cylinder. The steel will be cooler at the liquid gas level and warmer at the vapor level.
This would give you an idea if done on a few "Full" cylinders and can be used as an indication of how much liquid gas remaining in a cylinder. Regards, MM
If that’s true it would suggest that they are filled until the scale reads a certain weight and then the filling process is stopped. I find that if I get mine refilled at a filling station they are heavier. So that is why for the same price you get more gas when you have them refilled while you watch. Would this then be the same with large bottles at home. Should I have them refilled by a tanker instead of getting a replacement? Only problem there is I have to rent 2 bottles which then costs more.
Do i have to pay up front for my gas?
Dear Linda G,
Depending on your account set up yes, upfront payment may be required. For the best answer for your personal situation it is best to call 131 161 and you will be connected to your local branch.
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