matagas.co.nz Avis 

They are the worst company to deal with in the history of crap companies.. Quit their hopeless service 07/2022 because they couldn't do something simple as delivering gas. Then for the next few years we get invoice demands for bottle rental even though we have had nothing to do with these clowns since 2022. What, are they just hoping people pay the invoice.... like WTF... wish could give -5 stars

Extremely disappointing customer service experience with Matagas.

My original issue was a billing query, which had already been ongoing for almost two months WITHOUT a RESPONSE. When I finally received a response advising that I owed an amount, I asked reasonable questions to clarify the situation and was met with a threat of the matter being referred to Baycorp. This could have been handled very differently with timely communication and a more empathetic explanation.

Unfortunately, my experience with the frontline staff was even more concerning.

Mia repeatedly spoke over me, and when I raised this, the response was that I was speaking over HER. She threatened to disconnect the call when the conversation became challenging, repeatedly called me “babe”, and used an irrelevant duvet-buying analogy to explain my situation. When I asked to speak with a manager so I could have a constructive conversation, I was told that a manager would “tell me the same thing” and was transferred to Johnetta instead.

My conversation with Johnetta was equally unproductive. I was told that no managers were available, and when the call was transferred back to Mia, I was told that Johnetta had “got pulled into a meeting”. WHAT!? What kind of customer service is this that an employee gets pulled in to a meeting mid sentence speaking with a customer?! When I continued requesting to speak with management, I was told the managers were “way too busy to deal with my concerns” and would call me “when they get a chance”.

The way I was spoken to throughout these interactions was incredibly disappointing and, in my view, completely inappropriate for customer service.

I have asked management to review the call recordings because I believe there are significant lessons to be learned from these interactions.

At this point, the billing issue is actually the least of my concerns. The lack of communication, professionalism, empathy and accountability is what has left me most disappointed.

We have ultimately chosen to move to a more expensive provider, however they respond on the same day, and deliver within 24 to 48 hours. You get what you pay for. and unfortunately experiences like this explain why. DO NOT USE MATAGAS!!!

Things started well and we were happy with service etc for some months however recently we have had repeated issues with invoicing which have included:
1) not sending to the correct email address that invoices were previously sent to and not rectifying this despite repeated requests both via email and phone.
2) erratic invoicing: not providing clear or accurate information for the status of our bill.
3) unhelpful call centre staff that would said they would address issues but these continued.
4) issues with the app: access problematic and unreliable.
Our issues and concerns have continued despite 6 attempts to communicate. We have sought support from the utility disputes tribunal as result. Now our account has been frozen without zero communication. AVOID.

Don't deal with this company. Customer service is terrable. Long wait times and not interested in customer feedback.

Have been the customer for a few years now but lately the service has gone downhill. Have sent an email, ordered through their useless portal, have gotten in touch with their online consultants. They are all just useless. Order was placed on the 10th July, received nothing chased them again on the 27th July and was told again the order has been placed. My husband chased again only to be told that there wasn't any open orders. Then the other customer service person placed an order on the 31st July and today is the 6th August. Still waiting. The worst customer service! Very poor communication. reading all the other reviews everyone having same issue. they should close this company if they cant provide the service.

Bad communication, take a month or more to reply to emails.Since updating their system/app things have gone down hill. I have had no issues with deliverys (yet) but their accounts are all over the place. When you have requested multiple times for direct debit to be set up and they assure you it will be the sorted for the following month, the following month they are then chasing us up for overdue account and asking for a manuel payment. Sort your business out if you want customers.

We paid weeks ago for a delivery and been chasing them since. We have emailed, called and gone to their office and have had nothing back and no gas. Now I just want my money back

Mata Gas used to be good. Easy to order and track deliveries on their native App. The new web App does not allow tracking and doesn't show how many active orders are in progress. It's so hard to use and I suspect is creating more drama for Mata Gas staff, which is impacting their customer service. You can tell when an App doesn't work when it doesn't allow you to manage all services (as they claim!) and I need to phone them to sort! Frustrating and hopeless. Do better Mata Gas!

This company does not even deserve ONE star. As a commercial customer, with multiple residential properties, the customer service has been truly atrocious. We've received invoices for May and June and July that don't indicate which invoices are for which property. This should be a piece of cake! Their new portal does not store the invoices there either, so we are reliant on them emailing them through to us. Have emailed and tried calling multiple times with ZERO response. These invoices will remain unpaid until they do so. Would NEVER recommend to anyone.

Absolutely trash company. Would give negative stars if possible.
Worst customer service than any other company I've ever dealt with, incl telecommunication companies etc.
Deliveries take over 4 weeks, incorrect billing (incl surcharge of $18.02 when their own website states surcharge has dropped to $2.00
They may be slightly cheaper than competitors ($3-$4) but NOT WORTH the hassles

Terrible service!

My very first gas delivery, I was stoked to get an email confirming it was delivered

Waiting for 23 days and at the time of writing this my order still hasn't been delivered. This is not the 1st, 2nd or even 3rd time there has been huge wait times between ordering and delivery. Really bad service if ordering, on the other hand take your 9kg bottle down for a refill you'll be greeted by the friendliest, polite bunch of guys you'll ever meet.

Hopeless service. Not good like before.

Rubbish company, very rude, always lying, ordered 2 bottles went to check only 1 was delivered, left 1 empty then they try to say that it leaked and then they said we used it up 🤦 if you like circus acts then Mata gas fits the profile

If I could give negatives I would we were with them for 2 years there office lady in the mount was just plain and simple rude and lied directly to me about our gas bottles they lied about one of our bottles being filled and it wasnt service was poor and been going through disputes with them for 6 months

Today at Mata gas in Onehunga the short guy that served me at the gas bottle refill was very very rude. He started yelling at me and pointing to the sign. Power tripping, He was short, no teeth and looked like he suffered from short man syndrome. Usually, the service there is great. Its a shame they have to hire crap like him.

I’d been with Matagas for about two years. At first, I stayed because their prices were cheaper than elsewhere — the service was never amazing, but it was fine for what I needed. Unfortunately, over the past year things have really declined. Prices went up, and the service got noticeably worse.

When there was a delivery delay last year, I called their customer service team, but they weren’t helpful and a bit rude. What makes it even more frustrating is that they never keep customers updated when there are delays — you’re left completely in the dark about when (or if) your order will arrive.

A couple of months ago, I waited over six weeks for a bottle delivery that never arrived. In that time, my second bottle also ran empty, leaving me without gas altogether. That was the final straw, and I decided to switch providers.

It’s a real shame, because they started off as a decent, affordable option, but reliability and communication just don’t seem to be a priority anymore.

I joined Mata Gas a few months ago after seeing your advertisements highlighting reliable deliveries and competitive pricing. Unfortunately, since then, my experience has been very different from what was promised.

Deliveries have consistently been delayed, and each month I find myself having to repeatedly call and follow up just to confirm when gas cylinders will arrive. On several occasions,delivery waiting time goes over 3 weeks each month ,I have been assured over the phone that I would be contacted or that the delivery was on its way, but these commitments were not fulfilled.

Most recently, I placed an order for gas bottles on 25/08, and to date, I have still not received the delivery. All the payments are up to date in advance .so not a good company to deal with

Terrible service. Twice in the last 2 years I’ve received 45kg cylinders that were clearly not full – gas finished in just a few days. Mata Gas ignores complaints, blames irrelevant issues, and refuses to take responsibility. This time my family was left 5 days without gas or hot water. Feels like stealing gas from customers’ cylinders. Avoid this company if you want reliability and honesty.