I live in El Paso, so unfortunately they're our only option for gas.
If you're forced to go through this company then here is the 411:
Their customer service is average. You're dealing with people who have no choice but to follow protocol, so the sway of their tone and demeanor will usually be based on what kind of bill payer you are. They will ask you a lot of unnecessary questions you DO NOT need to answer, especially if you are turning gas on for a friend or relative. I mean let's be realistic here, if you have a fam member in a bind sometimes you want to help. Most companies don't care so long as someone pays the bill, but Texas gas wants their money from every person who owes it. There's nothing wrong with that until they deny one service because ""Roger"" from ten years ago never paid the bill at said address.
So, with that in mind, their second issue would be their ability (or inability) to help the lower income. I used to use Texas Gas consistently a couple years back without any payment problems. At a point I did need a bill extension and called in to request one. Ok, it's basically you've been kicked to the bottom of their list. They offer little help and make deadlines very clear. I can only imagine how this effects low income households. This company is very capitalist driven and has no shame. Most people are conditioned to not care about low income households and what is available to them, but I must say this company must really make things extra difficult for a lot of struggling families. In addition, because they are the only gas company available in El Paso, TX, they do not offer very many helpful outside resources.
Third: over all general feeling about this company is poor.
When I moved back here ad got settled, I asked around about utility companies for my own information. I got fast responses with reviews attached. the general consensus on this company is that it's slightly lacking in high regard. People here, and in many cities across the US don't have many options and are forced to deal with the same companies, their customer service, and their policies over and over again. There is no escape from their surcharges in the winter, or their quick 2 day disconnection warning on any customer (including those who pay well).
I can't comment on this companies response churn during gas leaks or emergencies; i can only hope they are using everyones over charged bills to promote prompt service.
In short, as far as service goes this company will work for you if you just want to pay your bill an d never complain about it.
Pros: They call you back so you don't have to wait on the phone
Cons: Offers gas in a world where it should be free & renewable