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Business Profile

Natural Gas Companies

Chattanooga Gas Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Natural Gas Companies.

Complaints

This profile includes complaints for Chattanooga Gas Company's headquarters and its corporate-owned locations. To view all corporate locations, see

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Chattanooga Gas Company has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    • Initial Complaint

      Date:01/16/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I went to the Chattanooga Gas company online portal to start service at our new address. I did not receive any communication from the Gas company after creating the account and starting service on Monday, December 23, 2024.

      On Wednesday, January 15,2025, sometime after 8 pm our heat stopped working. On Thursday, January 17,2025 I called the Chattanooga Gas company and was told the account was never activated and gas was never started. I asked why and was told that I was to call in and provide additional info.

      I asked when someone could come out to fix the problem and she said they don’t do same day service. I explained we have a 2 year old, a pregnant mom and an 89 year old grandmother and the night temperatures are down in the 20’s and we cannot wait another day and not have heat or hot water. She did finally get ahold of dispatch and they are supposed to come out the day of.

      When I asked what information she needed from me so this doesn’t happen again she said they don’t need any more information. I reminded her that she said that is why the account wasn’t activated and she says we just needed someone to call in.

      This is what the company says should happen after requesting start service on their portal. None of these things happened. Our house was freezing the next morning.

      “After initiating a gas start request through the Chattanooga Gas online portal, the company will review your application, and if approved, a technician will be scheduled to come to your property to activate your gas service; you will typically receive a confirmation email or phone call with the appointment details, and you should ensure your home is accessible for the technician to inspect and turn on the gas meter.”

      This was an error on their part and I want to ensure this doesn’t happen to anyone else. They turned the gas off at night after they were closed and I couldn’t do anything about it.

      Business Response

      Date: 01/22/2025

      Good afternoon, 

      We are in receipt of the BBB complaint regarding the disconnection of service at the home.  I spoke with the customer by phone and explained that the service was disconnected as a result of gas being used but no active account.  Chattanooga Gas received an online request to start service, however, the request was placed on hold to speak with the customer to schedule the order because the customer's presence was needed to turn on service.  I confirmed that the gas service and account is now active at the premise.  The customer has my direct contact information if they have any further concerns. 

    Chattanooga Gas Company is NOT a BBB Accredited Business.

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