WeGas

Poor handling of a gas leak emergency

I had my gas cylinder refilled by this company and noticed a persistent gas smell in my apartment afterwards. I first reported the issue on Thursday. Their technician only came out on Saturday, where I was advised that the cylinder had been overfilled and was releasing gas slowly, and that it should be fine afterwards. However, the smell continued for several days and kept returning whenever the windows and sliding door were closed. I contacted them again in the morning because this was an emergency and a health/safety concern. I had been inhaling gas in my apartment and was distressed about the situation. Despite this, my issue was again not treated with urgency. Other installations were prioritised, and they only arrived at around 16:30, even though I had sent a message in the morning. When Menzi and Freeman eventually came through, they confirmed that the bullnose regulator was leaking and replaced it. This confirmed that there was an actual gas leak issue, not just a smell that would go away. I also found the customer service disappointing. The lady I spoke to over the phone was rude and did not communicate appropriately with a distressed customer dealing with a gas-related emergency. I requested written confirmation of the leak identified, the replacement done, and that the leak test passed after the repair, but I have not received a response. This was a stressful safety concern in my home, and I expected faster communication, urgency, and proper written feedback. Based on this experience, I would not feel comfortable using this service again.