Elgas

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

It’s been 7 days since I ordered an “URGENT” Gas bottle, last time I do service with you. $163 a bottle! What a joke.

Have been a customer of Elgas for approx 6 years and in general have been pretty satisfied with their service.
In my experience have typically delivered on time and when needed. Easy enough to order. Yes product prices and service fees have gone up recently but all in all pretty content.
That was until I ordered a refill two weeks ago. Again pretty quick turnaround - 2 days all good. I had connected temporarily an 8.5k gas cylinder until the refill arrived. I had this on a raised platform next to the empty 45K cyclinder safely away from our one and three old girls.
Came home to find the delivery guy had disconnected the 8.5k, put it on the ground and left its valve open! You could literally hear the gas being released. So disappointing at their lack of safety and clear OHS breach. Emailed Elgas feedback/complaint and got auto reply saying answer within 24 hours. That was a week and a half ago.

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 attempts 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

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 business 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.

Elgas make life difficult and theyre more expensive with there 94 dollars a year bottle hire charge. Go to Kleen heat who come in a truck and deliver gas on time

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

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.

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 have 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.

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 bottle (which was empty).
The customer service assistant informed us that she would pass this on to her colleague and that they would contact us soon. They never called back and so we had to call up four times before they gave us an actual answer. They explained that they could not send a new one out for free, so we asked if we could get a refund for the empty gas bottle they sent out that we already paid for, for which they refused to do either.
This response to a dedicated and long term customer was appalling in itself, but still the problem remains that we cant cook dinner or take showers, so we ask Elgas how long it will take them to send us a gas tank as it is an urgent situation. The customer service specialists informs us that it will take them 3-5 business days. So Elgas sent us an empty bottle, wants us to pay for a new one but will also leave us without a stove and hot showers for up to 5 business days, even though it is their fault in the first place.
Clearly this is a breach of Australian Consumer Law and we have made a complaint to the Energy and Water Ombudsman.
We ended up calling a different provider (Agas), who were able to send us out a gas bottle on next day delivery at a lower price than Elgas. I would not recommend Elgas to anyone and I would recommend that Elgas provide better training to their customer service specialists.

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

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 holder via the website and can proceed after.
The problems begin here, as the Elgas account page (and website in general) offers very few functions, with most actions requiring a call to customer service. There was no option to add or edit the account holder.
Called back, and was served by a different representative who mumbled his name. Did not ask him to repeat - previous exchange was pleasant and so I naively assumed a similar exchange. He also seemed to be aware of my previous call, reminding me that I do not have account authority. I proceeded to tell him the circumstances regarding the instructions from my previous call, where he told me that nothing could be done without the account holder present. At this point, he is becoming short-tempered and impatient, roughly 90 seconds into our conversation.
All of this would have been forgiven and understood until he proceeded to overstep his boundaries and show blatant disrespect.
“Well then how’d he make an account in the first place”
I don’t know, it was over 15 years ago
“Why can’t he talk to me”
He’s not able to right now
“Why not?”
His English isn’t fluent, does it matter?
“Then he can right a letter, yeah? Write a letter, send it to Elgas, and he has to sign it, got it?”
If he could write a letter then he would just call.
I just want to know how I can make an addition to the account holder, as I was told by your coworkers that I could, but the option isn’t there.
“Look, everything is online got it? Go on the Elgas website”
It told me to call you.
At this point he’s mumbling and exclaiming pointlessness to the extend that everything is there, he can’t help me... clearly aggravated at me to say the least.
I hung up before escalation.

Elgas, please take note, some of your customers have been here prior to the existence of your website and online accounts. Some of your customers are not White/Anglo Australian. Some of your customers have their own disabilities and situations.

If your customer service team are frustrated, then make improvements to your website functionality.

We have never been so appalled by a company’s behaviour and treatment. It seems obvious to the lack of training, knowledge, means of confidentiality and respect the staff have towards their customers and the company as a whole.
This complaint is NOT because of accounts and permissions.
This complaint is about lack of professionalism, disrespect, and general poor form and misinformation present by Elgas.

Joined recently to Elgas because property we moved into has 2 45kg bottles from Elgas.
getting a bottle replaced was easy enough and cost was clear enough. All was OK until 1 month later I get a $77 service fee. What's that? Why was this not informed prior to me joining?
Communication is the basics of customer service. If you inform your customer what to expect you might find we are ok with it, however we do not appreciate feeling like we are being robbed where you invoice us for something we did not agree to or was made aware of. Any good work you might have done prior to this invoice has been undone. Learn from this as you are losing customers in droves.

I've revised this review to 3 stars as ELGAS customer service contacted/called me to resolve the matter in very quick time. So I am glad they do take customers' complaints seriously.

I have placed my order 14th April, I spoke to customer service Tuesday 16th and told me it will be delivered 17th April...No one came. I called 18th April and lady i spoke to said it will be delivered nxt day 19th April. I told her the urgency of my order as we have run out I overlooked it because my father is in hospital. She told me I should have a back up tank which I usually have but I am selling my house and will be moving soon so no need for 2 tanks. I received an email on 19th (NOT A CALL) to say unable to deliver REASON: the gate was locked ..We don't have a Gate!! and you have been delivering my gas since 2017. They've delayed me before but not like this 5 days without gas. I am very upset and now have moved to a different company. I don't recommend Elgas at all..Search for other reputable company, I have found one.

Go away for two weeks at Christmas and monthly bill doubles, now paying more for gas quarterly than electricity. On top of the last bill i also receive the $80 service charge con. Waste of time talking to customer service by far the rudest I have ever spoken too.

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 Birth 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.

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.

Why do Elgas have a $200 a year supply charge at Mr Barker? It seems excessive to me. Can you please explain how that is justified? I'm on my own and won't be using much gas but why is the supply charge so much to?

I'd been with Elgas for a couple of years, until I got sick of their drivers throwing caps on the ground, forgetting to re-chain the bottles, and finally damaging our concrete, by rolling the cylinders 15 meters, instead of using their trolley. After finding Supagas was cheaper per bottle, and rental, we switched over. 5 months later, we've noticed our bottles are lasting a couple of weeks longer than the Elgas ones. I mentioned this to our plumber today, and he said Elgas were known to under-fill bottles. I'm glad to be rid of them, and very happy with Supagas.

I called up three times to order gas for delivery. First time, i was advised that the delivery will be on Monday 13/05. However I received message on Friday 10/5 to confirm the delivery will be on Saturday 11/05. There is no delivery on Saturday even the garage opened all day . I called them Monday 13/5 and call center staff advised that it had been delivered. I should check again.I called on Tuesday to complain. Staff apologies and advised that will be delivered on Wednesday 15/05. Still not delivered, Services is so bad