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”.
$82.50 Fee because one of my Gas Cylinders was Full
I have been with Elgas for nearly 18 years. On the 15/09/2019 Sunday I ran out of Gas. My water was cold and I had no gas for my stove. I checked my Elgas App and my last delivery was on the 17th of July 2019 and my next delivery was to be on the 7th of October 2019. I did the hot water test like have done for 18 years and felt each Gas Cylinder and they were both warm so to my knowledge they were empty. The next day I rang Elgas to inform them that I had no gas. The customer service assistant at Elgas asked me My Name, Address and Date of Birt...h then asked me if I had done the Hot Water Test in which I said yes. The customer service assistant then said are you sure you checked the Gas Cylinder Bottles from top to bottom, are you sure they are empty I said yes. At 3.52pm I received a call from Elgas telling me that one of the Gas Cylinders were still full. I told customer service assistant I had done the test on gas cylinders rubbed my hand up and both cylinder are they were both warm. She informed me that I will be charged $82.50 because there was gas in the one of the Cylinders. While I was on the phone the customer service assistant told me the gas man wanted to speak to me so I spoke to him. He told me one of the gas cylinders was full, I told him I had done the hot water test. He said I should have turned the regulator and the gas would have flowed and I would of have had gas. I said to him what is a regulator He said they were put on a few years ago. I never knew about this change, all I knew was to turn the knobs on the top of the Gas Cylinders. I told him I wasn't shown how turn the regulator. He said they should show people how to do this. I do not know how to do maintenance on Gas Cylinders I am not Gas Fitter I have not been trained to turn regulator. If I knew about all of this I wouldn't has rang Elgas about running out of gas. Now I have a bill for $195.82 plus $82.50 that is $274.21 for a mistake of not knowing how to turn the Gas Regulator.
I'm disgusted with the service of elgas
I made a gas order on Monday evening it is now Friday I have my children for the weekend and should have received my gas by Friday considering my email clearly states 3 business days it's Friday no gas I rang them and they say it will be delivered on Monday I have 4 children to cook for and to shower and no gas I have explained this to elgas and been told too bad you have to wait I'm now switching providers I'm appalled at the fact that they do not seem to care how I shower and feed my kids with no gas
We have since been contacted by David Belton, CSM, who was very professional and helpful. It appears automation is (part) of the problem. Prices are still high, but that is mainly the fault of the Federal Government's lax resources security policy and the greedy gas companies exporting Australian resources.
We have changed bottled gas providers over approximately 14 years. For the last few years, companies decided to charge a "service" fee on top of the price and service of gas bottles, ostensibly, for checking the bottles' pressure safety. Alt...
Customer Service people are rude. Not helpful. No-one knows what they are talking about. We ordered gas a couple of weeks ago and they advised that we had to pay the service fee first. No bill was sent till we had to request for a gas bottle. Does anyone recommend another gas company?
- Verified customer
Dreadful customer service
Not impressed by the customer service team. I do not appreciate being told,"Madam you must have been mistaken," when we had been speaking about my problem for the previous four minutes during which time she refused to do what I asked and then after speaking to the manager, totally changed her story and told me I was mistaken! Seriously?
Elgas is the worst company you could possibly deal with.STEER CLEAR.
I rang Elgas for my first gas bottle delivery. Rang to a customer service employee multiple times, who informed me the deliveries were done on Mondays and Fridays in my area. I told her i work on Monday and Friday. I even told her i would take the day off work.she said she would call back . 3 days latter i called her back and she said she had given my number to the driver and he would call me. He never called. So I called Origin, within 10 minutes i had paid $148 and the gas was being delivered the next morning. I went off to work and that ...afternoon Elgas turns up unannounced on a Wednesday and delivers 2 gas bottles. my husband accepts them totally confused. he says to the driver weren't you going to ring. And the driver says they don't do that.I get home from work and there are sitting there with the heater on. i was furious.but totally over the drama. so i rang Origin and cancelled my order. So I have been delivered gas I wasn't expecting from a companyI didnt want it from , havent been told anything about price. and now Have 2 invoices from Elgas totalling $ 316.21 . I cannot imaging what is next from Elgas. I should of read more reviews before making an enquiry with them. Im totally dumbfounded.
We have been Elgas customers for over 15 years. There have been few minor problems (mostly with gas cylinder exchange and our steep property) but nothing worth complaint.
We recently found that it was no longer necessary for the Elgas services, so called Elgas for removal of the our gas cylinders and cancellation of the account.
The representative informed me that as I am not the account holder (child of) that I don’t have permission to make changes to the account - fair enough. She then informed me that I could register myself as an account ...
Live in Armidale with locked gate and dog, need notice of delivery date. Never an issue with Kleengas, always prompt reliable service. Unfortunately my local Kleengas was taken over by Elgas. Utterly unreliable. Advised my bottle woud be here Tues, Friday and Saturday of this week. I have left gate unlocked, dog chained and guess what, no delivery on each date. Rang office, lovely girl said experiencing problems with delivery due to a " cold snap" in Armidale. Who'd have thunk it, Armidale having a cold snap? Utterly unreliable.
Elgas. Make sure you’re not too far to care about.
After Origin wasn’t able to assist me with gas I rang Elgas. Elgas are the cylinders I have at the moment so I thought they’d love to help me. There customer service area seemed to confirm this. I noted that I needed a ute to deliver the cylinders due to the right turning circle after the driveway. They agreed a ute from Blacktown would definitely facilitate this for me. I double confirm, are you sure. I get a validation of yes! I’m stoked. Half an hour or so later I get a call back and the same operator now states it’s unsuitable. I press and press until I get the truth. The driver doesn’t want to drive that far, oh, boo hoo. It’s called work, it’s not always enjoyable
The reviewer stated that an incentive was offered for this review
Stay away from Elgas
I have been with Elgas for the past year. I only use gas for the gas heater and cooking and I cook about three times a week. My gas usage is very stable around 17-22 litres of gas per week in winter. From the 9th of July to 25th of July, the delivery was 40 litres. So we had a full bottle on 25th of July and by 1st of August, we were out of gas which was an incredible amount for two people working full time and only use gas heater 5-6 hours a day maximum. I rang up Elgas and the customer service lady was nothing but rude and unhelpful. She told...me it could have been a gas leak. My husband ran a bubble test and there is no leak. I told her that but she kept saying my husband is not a professional and we need a professional gas fitter to look over the issue. So I asked her if I called the gas fitter out n there was no leak, what would it be? She said it would be we are using more gas than we thought. I asked her if her gas usage suddenly jumped up 3-4 times more than usual, would she wonder? She said “ no as she would be certain that she was using more gas”. 88 litres of gas in one week? Talking to her was like going through a revolving door. Seriously? We must have left the gas heater on 24/7 then. I asked her to pull out my delivery record so it’s not assumption we are making here but she refused as she didnt have it with her, really? Isn’t everything on the computer? Something is not adding up here. I am too busy to get on the phone and try to scam some gas of Elgas. I’m ready to leave Elgas n join another company. I’m happy to pay for the service but not the type of the service that lady was representing
Placed an order via sms and got order confirmation within a minute. Tank was delivered on the next day. Hassle-free and good customer service. Guy on the phone was very polite. Very happy with the service!
September 6th 2019 Update: Superb service
Ordered another gas bottle yesterday, got confirmation on the same day and was delivered today real quick! I also want to acknowledge Mr. Delivery Man, wasn’t able to ask his name, for his dedication to work. We’re having dust storm today here in Broken Hill and he still turned up to deliver our bottle.Much love Elgas! Keep it up.
- Verified customer
My recent experience with Elgas has left me extremely disappointed. Elgas have very little leniency and what seems to be a re-occurring trend (reading other reviews) of thinking its ethically ok to place people on do not supply, leaving them with no gas, no heat, no hot water or gas for cooking. Our account was placed on do not supply with no warning whatsoever over a $60.50 service charge over winter meaning are scheduled tanker delivery never occurred. Already on our spare bottle I was unable to arrange anything over the weekend and by Monday...there was nothing left. I attempted to call with no success (waited over 10 minutes while at work), attempted to complete an order online once more however was unable to do so (advised to contact the office). Tuesday morning managed to get through straight away and was told the account was on do not supply due to the missed service charge, I paid the nonsense fee and was advised that it should be able to be added to the list for Wednesday. Wednesday morning I was contacted to advise it would be delivered that day. Wednesday night returned home from work, it was pitch black outside so I was unable to see the dial. I tried the water and it seemed that it had not been topped up so contacted Elgas again to see what was going on (DAY 3 with no hot water, no source of heat or stove). The women showed no sense of urgency and advised that the local office had now closed and she could not see if the order had been delivered and there was nothing she could do, she suggested calling the office again the next day after 8:30am. No longer seeing the funny side of being the one having to HOUND them I again called and explained the situation and was advised that the truck from the previous day had broken down and that the failure to deliver was "out of their hands" and it wouldn't have been an issue had I paid my bill in the first place. I received no phone call advising that they were unable to complete my order so once again had to organise showers for my young daughter and dinner elsewhere. I reminded the "customer service representative" that my previous bill HAD been paid and that no warning or notification that my account had been placed on do not supply over the over sight of the supply charge. The women I spoke to was rude, passive aggressive and showed no concern or empathy rather making me feel I was unreasonable to want a warm shower. After this phone call I made a formal complaint seeking an urgent delivery of gas, an apology and compensation for the inconvenience. The phone call I received in response to my complaint was a lot more empathetic and I was assured that they would arrange the delivery today (I was still not convinced). However the only offer to rectify the issue was to credit me for the nonsense fee of $60.50 + late fee of $10. I will pursue further, no notification of stopping supply and over such a small amount is criminal.
Harassed on my own property
*** edited to add *** The area manager called me today after this review was posted and was very apologetic after I explained what had happened. He offered to waive the annual fee as compensation and said he appreciated receiving the feedback as customer service is important to the company.
I experienced the worst service in my life when I was harassed on my own property. We have had Elgas fill our gas bottles every two months for many years, since we bought the property, when suddenly we ran out of gas. When we called to inform the company, ...reluctantly, the Elgas admin organised a man to come out to deliver gas the next day, but when he arrived he proceeded to bang on my door and then when I answered harassed me on my property about the location of the gas bottles on our property, that had been in that same location since the house was built over 30 years ago! When we reported it to Elgas admin, the lady said he was just annoyed because he had to deliver gas on his day off. When I responded to an Elgas satisfaction survey and explained what had happened I only received an automated response thanking me for my response.
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