Since I moved in my house early this year, I haven't had any trouble either on gas hook up, orientation, billing, or customer service. I do admit the orientation is a bit expensive, but it worths the money at least for me. As for the monthly account fee ($15), I think for a 24-hour no charge for show up to fix your gas leak, and maintain the pipe, this sounds reasonable. It is more like buying a gas leak warranty with no copay for service.
I am not with the company, and I remain believing they are the monopoly. But since they built, and keep maintaining the pipe underneath the community, it is still reasonable for them to get some fee from their customers. Although I feel the monthly account fee can be reduced, they should deserve the 5-star rating, at least for customer service. After all, you can get rid of them and switch to all-electricity utility by changing your water heater, AC, and gas range.
Pros: Good services
Cons: Not to I know of