Complaints

This profile includes complaints for Atmos Energy's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Atmos Energy

  PO Box 223705 Dallas, TX 75222-3705

• 

  Atmos Energy

  PO Box 600728 Dallas, TX 75360-0728

• 

  Atmos Energy

  5430 Lyndon B Johnson Fwy STE 1800 Dallas, TX 75240-2615

• 

  Atmos Energy

  101 E Elba Bowie, TX 76230

• 

  Atmos Energy

  5110 80th St Lubbock, TX 79424-3016

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.

• Initial Complaint

  Date:06/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Atmos Energy is a monopoly in ****** and it jacks up prices at whim. I just received a bill for $673 in SUMMER for gas. Our previous bills are $200-300 which is still way too high!!!We dont have a leak and we recently had the meter checked. My boyfriend was the breadwinner of our household but lost his job due to tariffs. Im paying all the bills now and were hanging on by a thread and this feels like extortion.

  Business Response

  Date: 06/23/2025

  We reviewed the account and note that the customer entered into an Installment Plan agreement for their past due amount of $918.32 that had accumulated over the winter months. This installment agreement was accepted on 4/1/2025 and allowed the customer's gas services to remain on at that time. The 2nd payment of the installment plan was due 6/6/2029 in the amount of $296.48, which included the current month's charges of $174.04 and the agreed installment amount of $122.44.  The payment was not received on time per the agreement, and was made on 6/19, but the plan had already been cancelled 10 days prior.  When this takes place, the installment plan goes into default and the remaining balance of the installments becomes due immediately.  The customer received a new bill date 6/22/2024 for $673.50 which included their current charges of $183.72 plus the remaining installment plan balance of $498.78.

  The customer expressed concern in March over the high consumption and a full leak investigation was performed, with no leaks being found.   If the customer feels that their usage is still high (wireless reading device is showing 2-3 units per day), and are not smelling gas, then we recommend they have all of their gas appliances checked to make sure they are working properly and set and the correct temperatures for the consumption savings they are expecting.

   

  Customer Answer

  Date: 06/23/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/15/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My services were disconnected on 5/15/2025. I contacted the company to pay my bill. Someone in ********, ** answered the phone and I live in **. I paid my bill in full to have services restored *** was informed the earliest my services could be turned back on is 5/22/25. This date didnt work for me as no one will be home and the next available date was 5/27/25. So now I'm expected to wait 12 days to have services restored before we can have hot water again. I'm having a hard time understanding how something that is done in less than 3 minutes will take 12 days to resolve. Please help.

  Business Response

  Date: 05/22/2025

  We reviewed the account and note that the customer's service was disconnected for non-payment on 5/14/2025. We sent a Disconnection Notice on 4/9/2025 and again on 4/23/2025 advising that service could be disconnected as early as 5/6/2025 if payment was not received.  The amount due at that time was $411.52 as we had not received a payment since February 2025. 
  
  the customer contacted ********************** and made a payment for $411.52 on 5/15.  The reconnection appointment was scheduled for 5/22 as there were no other appointment times available until them in the area. The reconnection appointment requires someone 18+ to be at the location to allow for access to the home for the appropriate safety tests to be performed to ensure that the gas can be safely restored.  This appointment time did not work for the customer, so the next available date was 5/27/2024.  Since that time, we were able to get an override after some scheduling changes and the customer's gas was restored 5/21/2025.

• Initial Complaint

  Date:05/12/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have been attempting to get natural gas service from Atmos since March of 2025. I have sent numerous emails and phone calls to the ** in ***** and even the local representative in ******, **. Im sick of attempting to deal with this company and will be using ** gas instead.

  Business Response

  Date: 05/23/2025

  Hello,

  We have reviewed the complaint from Mr. ******** We have contacted him multiple times regarding installing gas at his property. We notified him of the options available to install gas and the cost of each option. He has not responded back to us with a decision. We tried contacting him again on Monday and we still have not been able to reach him. Once he notifies us of what his decision is we will be able to move forward with the process. 

  Thank you,

  Customer Care 

• Initial Complaint

  Date:05/06/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  In June, 2023, my father ***** **** passed away. He had an account with ******************** at my residence at ***************************************** *********, TN *****. I called Atmos & told them he passed away & that I needed to have the account placed in my name. In July, 2023, I started receiving emails showing Atmos in my name, & I started paying the Atmos bills. Because our HVAC unit stopped working, I called & asked them to turn off the service because I had no appliances/heaters to use it with. They said they were turning it off the next day & closing my account. I received a final bill in Feb. 2024 for $21.26. Because I showed that I had paid the right amount of bills to them including both ********* dad's account, this puzzled me, as there should not have been a balance due. I found on the State of Tennessee's unclaimed property website that Atmos Energy owed my dad ***** $29.78, so I assumed they had applied one of my payments to his account & that his account showed an overage. On May 6, 2025, I received a door hanger that said my service had been disconnected & a balance was owed of $354.56. I called customer service & told them I had not used the service since 2023, which is why I had had it turned off in early 2024 -- that I do not even have a working heater/appliance that uses it. To my knowledge, it had been turned off when I closed my account. They told me they had no records of me calling & saying my dad had died & that they had kept billing him. They admitted they see where I put the address in my name & closed my account. I said, "I was told the service was turned off at this specific address in Feb. 2024." She said the service had been on this whole time. I asked how I would know it was on if I have no appliances/heaters that use it, if I had been told it was disconnected, & if the State of TN website shows they owe my dad money for his "final" bill. How would my deceased dad know? She then tried to get me to put HIS bill in my name & force me to pay balance due.

  Business Response

  Date: 05/30/2025

  We reviewed the account and recorded calls from 2023. While Ms. ******* did request service at this residence on July 20, 2023, she did not inform Atmos that her father had passed.  Her father, ***** **** had a landlord agreement at that residence, whereby when someone moves out, it would automatically be put back into his name until someone new moved in.  Had we been notified of his passing, that landlord agreement would have been terminated.  When she moved out on 2/5/2024, the service was automatically put into ***** ****** name, per that landlord agreement.
  
  Upon speaking to Ms.Tidwell  and researching the old accounts, the decision was made to reverse the billing back to 2/5/2024 and the remaining charges were removed as of May 9, 2025.

  Customer Answer

  Date: 05/30/2025

  I have reviewed the business response and accept this resolution. Thank you. I do remember telling them that my father passed, however. Anyhow, Im appreciative of the response and actions taken. Thank you.

• Initial Complaint

  Date:05/03/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 received email my bill was due by 5/1/2025, my service was cut off by 4/29/2025. I paid bill of ****** by 4/30/2025. I called service company, informed them that no termination notice received, she stated it had been. Termination notice sent after service ended, per documentation service disconnect early as 5/9/2025. I was inconvenience for several days alone with no hot water, I also lost day of work waiting on them to come turn service back on documentation attached.

  Business Response

  Date: 05/08/2025

  We reviewed the account and note that the customer was on an Installment Plan and payment was due on 4/2/2025 for $256. The payment was not received by the due date, which caused the installment plan to go into default, which then causes a disconnect order to be issued on 4/7/25. this disconnect notice advised that the balance of $514 was due before 4/21/2025 to avoid disconnection. 

  The most recent bill processed on 4/16 and she received a due date reminder on 5/1 that the full balance of $587.1 was due, as the payment was received after the bill processed. This reminder email/text is set up by the customer and is just a reminder that you have a new bill that processed and is due. This reminder does not override the previous disconnection notice, especially when payment had not yest been made.

  The services were disconnected on 4/29 as we had not received payment. The customer made a payment the next day in the amount of $515 to take care of the past due amount.  The reconnection was completed on 5/2/2025.

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  My house burned down on 3/18/25 and it was a total loss. I need to have my gas lines capped so I can demo the home and rebuild. I called Atmos on 4/10/25, I was given reference #******** and told I would get a call in 14 business days to get the appointment set up. I called at 14 days and asked for an update. I was told to wait 2 more days. I waited and then called back. I was told they would expedite the information and I would get a call within 72 hours. I called back after 72 hours and was told that it was never expedited and I needed to wait 20 business days for someone to call me. Can you please assist? I just want to rebuild my house!

  Business Response

  Date: 05/08/2025

  We reviewed the account ad note that the request to fully retire the service at the customer's address was sent on 4/10/2025. We advise the customer that this process can take up to 30 business days, weather permitting. She called on 4/25 to escalate and was again advised of the 30 business days window, weather permitting. Due to heavy rains, there were some delays. The services were fully retired on 5/2/2025. 

  Customer Answer

  Date: 05/10/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  They claim they were unable to process payments using debit cards after trying 2 different ones, so they recommended I use a check instead. This is what is strange, I gave my routing number and account number, they never asked for check no. There was sufficient funds for payment in my account and the check was returned with no explanation from them or my bank??!! Not being able to process debit cards should be their problem, and I don't think they processed my check correctly either and are now giving me a returned check fee of $30. This is the absolute worst company customer service I had recently.

  Business Response

  Date: 04/24/2025

  The customer attempted to make a payment on 3/21 via his card, both of which were declined. this was done by the online system, not an agent. He then spoke to an agent and offered to process it as a bank draft instead, due to the fact he was set to be disconnected due to non-payment. The customer's bank draft was returned for insufficient funds and a letter notifying him of that on both 3/27 and 3/28. 
  
  He attempted to make payments with his card through our automated service on 4/3 on 4 different times. When this happens, we recommend the process it as a debit vs credit as some cards will only process in that manner.  The payment finally went thru that same day (4/3). He also attempted to sign up for an installment plan at that same time, which also failed, but on the 2nd try was ultimately successful.
  

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  They replace a faulty gas meter and never returned the average billing giving me credit for their broken meter -- they said it was my tough luck after talking to 5 supervisors- the meter was making a loud grinding noise the tech immediately took it loose and threw it in the pickup-replacing it I had called my plumber out when he said i had a very tiny leak in the attic-my plumber checked it it was the new meter leaking and blowing up the attic from outside--they fixed it new meter was loose leaking after 3/1-2 hours no my leak after all --- he said to call and get them to average the bill the next day-- they said it was my tough luck---their broken meter???? i also paid ****** to plumber for their leak not mine--- 2-11 bill ****** 335 neighbors 3-11 459. mine neighbors 269. please average

  Business Response

  Date: 04/25/2025

  Customer contacted ********************** **************** on 2/12/2025 to report his meter was making a loud noise when both his central heating units were running, he stated his also caused his wall to shake.  A leak investigation order was created.  Our technician noted that the old meter was replaced, and the meter loop was rebuilt.  A leak was found in the attic on a shutoff valve. A plumber replaced the valve, and a pressure test passed after the repair. 
  On 2/14/2025, customer called back to customer service and reported a high bill concern. Customer was advised that there was a leak on the customer side and when gas passes through the meter it is customer responsibility and adjustment was not warranted.  He escalated to a supervisor.  In this call, the customer refers often to the amount of the bill versus what hes paid in the past.  Usage is similar to previous years; rates are the driving factor in terms of higher bills.  A case was created for our ************************* and it was determined that the reads were actual and correct, confirming usage.  It was then noted that the price of gas had gone up.  This case was completed on 2/23/25. 
  Customer called back on 3/3/25 and was told the reads were in line and an increase in rates was the issue. He was advised that no adjustments would be made.  He was upset as he wanted to speak with the previous supervisor from his 2/14/25 encounter, however that supervisor was unavailable.  He escalated again and wants to have his usage compared to his neighbors.  He has been advised that usage is going to be different. A case was created for **************
  We reviewed current usage compared to previous years during the same times and found usage was in line.  136 units were billed in December 2023 versus 200 units in December 2024.  326 units were billed in January 2024 versus 370 units in January 2025. 165 units were billed in February 2024 versus 251 in February 2025.  Current reads are slightly higher but expected with technician notes regarding the leak found on customer premise.  A review of the appliances:  4 central heating units, 2 water heaters, and a range, is also in line with the usage.  It was determined that billed usage was accurate and did not warrant an adjustment.  Customer was advised this information. He mentioned his neighbors usage again, advised we could investigate and call back but comparing usage is not a great indicator as each premise will use appliances differently.  However, a quick review of neighboring houses showed billing often in same range of usage and cost during some months.
  Ultimately, our technician replaced the meter with one that has a WMR so we will retrieve the reads wirelessly.  There is no mention that the meter was bad or a leak on company side.  The usage registered on the index and was verified each month with actual reads.  The increase in rate amounts from month to month and year to year was the driving factor in higher-than-expected bills. 

  Customer Answer

  Date: 04/29/2025

  I am rejecting this response because:   The meter did not calculate the right amount of gas used because it was all to pieces inside making a horrible noise. Many neighbors have had the same complaint. One was billed 1000 dollars after meter went bad   They adjusted it to 120 an average of last three years. Plus a slight gas increase. That was fair. I. Have a gas well myself. Whole sale gas priced went up. Because Atmos went up.  We as a wholesaler did not a ***** more  Please. Average the bill. Only. 2 Funaces. Not 4 

  Business Response

  Date: 05/08/2025

  The previous meter at this premise had actual reads provided by our service techs that were in line every month and in line with previous years usage.  When the service order for the leak investigation was worked, our technician noted only that the old meter was replaced and a leak was found in the attic on the shuutoff valve.  There is no mention of the meter being faulty/damaged. Neighboring account usage is not an accurate reflection of this account usage. We cannot speak to adjustments given to other accounts as each would be a different circumstance.  We cannot speak to private gas ***** either. 

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Subject: Complaint Against Atmos Energy Excessive and *************** Bills Dear Better Business Bureau,I am filing this complaint regarding excessive gas bills from Atmos Energy and their failure to provide a reasonable explanation or resolution.Account **************************** Atmos Energy Account Number: ********** Service Address: ******************************************************************* Issue Summary:February 2025 Gas Bill: $461.00 March 2025 Gas Bill: $368.00 Electric Bill (March): $79.00 (consistent with typical usage)My home uses gas only for heating water everything else is electric. Despite this, my gas bill is unreasonably high.Atmos Energys Response:They claim a meter reading was taken in February, but no explanation has been given for the drastic *********** household's habits, size, ( 1 person) and appliance use remain unchanged.I checked for leaks and found none.Desired Outcome:A complete review of my account and meter readings for February and March.A meter inspection to rule out malfunctions.A revised, corrected bill if errors are found.Improved transparency and better communication from Atmos Energy about unusual billing spikes.This situation has caused unnecessary financial strain, and Atmos Energys response has been inadequate. I appreciate the BBBs assistance in ensuring Atmos Energy addresses this matter promptly and fairly.Sincerely,****** ******* **************************

  Business Response

  Date: 03/21/2025

  We have reviewed the account and note that the Jan and Feb reads are in line (even less) than last year.  
  Jan 2025 - 135 units
  Jan 2024 - 196 units
  
  Feb 2025 96 units
  Feb 2024 108 units
  March read does appear slightly elevated, and we have sent another request to the field to confirm the read and have sent a request to the customer to see if they can provide a meter image, which will speed up the process. There were several days during this latest billing period that were below freezing (Feb *****) and that has caused an increase in gas usage for many of our customers as the appliances must work harder to maintain their temperatures settings.  Once we have that information, we will *** the latest billing, if necessary.
  

  It is also noted that we have a water heater, fireplace, and a central heat unit listed at the property that use gas. 

  Customer Answer

  Date: 03/21/2025

  The information provided isn't accurate for one individual in the unit. The fire place hasn't ever been used. I was told that only the hot water tank is used for heating the water. My electric bill run between ***** to ***** dollar so how is the unit being used by gas and electricity?

• Initial Complaint

  Date:02/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  They are trying to make ****** ******* pay a bill I *** **** owe. The bill is for ****** from ******* loop before I ever even meet him. They linked our accounts without our permission. And it should have never been we do not live together.

  Business Response

  Date: 02/27/2025

  The customers were linked as husband and wife and having the same address previously and had switched the names on the accounts in late 2024.  
  
  The customer has made the past due payment, and the connected accounts have been corrected. 

  Customer Answer

  Date: 02/27/2025

  I don't owe no ****** I paid the ****** they said I owed in full so if they are trying to say I owe more please ask them to show proof of this. I do not have any service on in my name at all so to send me a disconnection notice is crazy.Can someone from the better business bureau call me ? ********** is my number.

  Customer Answer

  Date: 02/27/2025

  I do not have a open account with **********************.. So how are they sending me a disconnection notice?