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:11/14/2022

  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.

  On Oct 28, 2022, I received email from ATMOS Energy advising statement ready. I was flabbergasted when I saw the amount. 5 times the norm. It was for $216, normally in summer less than $50 as I live in a 1600 sq ft home ALONE with gas water heater and gas stove and keep my house cold. I do have gas heat but Dallas temps were still in the upper 90's at that time. I immediately called ATMOS. Asked for tech to come out because there's probably a leak. The tech came out that evening and he said this OLD meter is leaking causing the issue and he changed it out. He told me to call for adjustment on Monday since it was Friday. I called on Tuesday and put in request for adjustment and was told to stop auto pay and they'd get back with me. I stopped auto pay immediately after call. I still haven't heard back from ATMOS. Well today November 14th I get email thanking me for the $216 payment. How could that be when I haven't heard back about adjustment AND I definitely turned off auto pay. I called this morning at 8:00am. Talked with rep ****** who was totally useless, TOTALLY!! I asked for supv and was given ***** #XXXXX Account Supervisor in Waco. I explained the whole thing over to her AGAIN and she said an adj was given. I was surprised and I asked how much. She said "$0.07". Yes 7 cents. I told her there was some mistake and she said nope and that they had been underbilling me. I asked her to explain. She couldn't, just said that was what the notes said. I refused that and asked for a manager. She had to take a callback for manager. It's 6pm and I've had no call from ATMOS. I've sent LinkdIn and Twitter posts to ATMOS company officials and Twitter is next. but this needs to be resolved. How could they put in request to my bank for payment when I stopped auto pay without a doubt and why was I never contacted regarding leak and adjustment. This is such poor customer service. I need this resolved and I need someone to contact me.

  Business Response

  Date: 03/07/2023

  Business Response /* (1000, 5, 2022/11/15) */
  We have reviewed the customer's history. We billed the customer for 118 CCFs on 10/19/2022 following a month of a low estimation. The customer called 10/21/2022 and an agent opened a leak order and suspended his auto draft until 11/11/2022. A technician went out 10/21/2022 to investigate and found a small leak on the meter threads on the outlet swivel. The tech replaced the meter completely and added a wireless meter reading device to the new meter. Based on the confirmation read by tech, billing rebilled the customer on 10/26/2022 but allocated the consumption better for historical record, which charged him an additional $.07 due to the GCR. Billing then adjusted off that $.07. So the customer received another bill with the corrected allocation and basically the same amount.
  
  The customer's auto pay kicked back in yesterday and drafted the full amount. The customer called back into the call center yesterday and they opened up a case for the account to be reviewed.
  
  Looking over the total yearly usage, it does appear slightly higher than normal. When looking at normal usage between July and October months, it looks like the customer was billed for around 100 CCFs more than normal. We have adjusted off the amount of the bill from 10/19/2022 for 118 CCFs which was $216.12. The customer now has a credit for that amount on the account and this makes the overall usage more in line with average years. For additional questions please call XXX-XXX-XXXX.
  
  
  Consumer Response /* (3000, 12, 2022/12/01) */
  Today is 12/1 and I haven't received my refund check in the amount of $241 but i have received a new new bill for $40 on 11/17 due 12/1, today. I talked to Atmos and was told to give it to 12/6 for refund check to be received so it hasn't been mailed out yet. I have nothing good to say beyond this point. Will keep you posted if/when I finally get my refund check.
  
  
  Business Response /* (4000, 15, 2022/12/07) */
  A courtesy adjustment was done on 11/15/2022 for $216.12. It was marked to be printed out in a refund check the next day. However, the customer's bill cycled on 11/16/2022 and the new charges were $257.01 for 173 CCFs of gas. That included 14 CCFs on the old meter and 159 CCFs on the new meter. These new charges absorbed the credit on the account so no refund printed.

• Initial Complaint

  Date:11/09/2022

  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.

  Atmos energy is literally the only company that we have available for Gas in my area.
  I have been struggling recently with paying bills due to unforeseen illnesses etc so I was put on a payment arrangement. I had been paying the payment arrangement just fine without any issues until now. I was advised when setting up the arrangement that if I was unable to make the payment to call and they would be able to assist with additional arrangements to help, just be sure that I do not break the arrangements.
  This morning I called to let them know that I was not going to be paid until next week and that I needed to move out the payment arrangement. I was advised that this was something that they are unable to accommodate although it was on a recorded line with an agent that they would. I asked to speak to a supervisor that continually over talked me when I was attempting to vent my frustration with the issue. I asked to be transferred to someone else and was told they could not do that either.
  The entire country is going through a trying time with finances and inflation and it baffles me that Atmos Energy is not willing to assist customers with the bills when they are trying to stay a float.
  

  Business Response

  Date: 01/31/2023

  Business Response /* (1000, 5, 2022/11/10) */
  We are systematically unable to change the due date of the installment plan. The installment amount plus current charges is always going to be due by the due date. Since no payment was made by the due date the installment plan has been broken systematically. If you require additional installment plan options please call 888-286-6700.

• Initial Complaint

  Date:11/03/2022

  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.

  We got a notice on bill that it was a final bill, so we called Atmos and were told that an account was opened using our address, the people moved out and our service was being cut off. We have been with Atmos 19 years since we got our home, we never consented to new account, cut off nothing was ever told to us. We were told it was resolved case number opened but it was not. Monday the gas company was at our home to cut off gas. We called again after Atmos was at our home ready to cut off gas. I was told by a Supervisor (Shawn), that this can happen and I asked what would we be charged and would there be fees to open new account. He then waived fee and said everything would be ok and could not tell me what I would be charged since the last bill in Sept. I felt as a consumer that none of this was our error and Atmos did not resolve their issue they opened a new account yet are not able to tell us what we owe. I don't feel comfortable knowing that Atmos can open accounts under my address without verifying then not being able to resolve their issues without turning gas off.
  

  Business Response

  Date: 01/31/2023

  Business Response /* (1000, 5, 2022/11/10) */
  It appears we had a customer call 8/24/2022 to schedule transfer of service and advised the home was being demolished. They gave us the incorrect address and a move in was done and then a service order to pull the meter was issued. The final bill was then sent to ****** ****** on 8/26/2022. Anyone can request new service at any address in our system, customers only go through identification steps if the address has a past due balance. We apologize for the error. The account corrections were made and service and billing reestablished.

• Initial Complaint

  Date:10/04/2022

  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.

  It began on 9/2/22 and concluded on 9/20/22. The attached file (my letter of complaint to ATMOS) will show the date of all transactions, interactions, and correspondence with ATMOS representatives.
  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/10/06) */
  We responded to the Railroad Commission complaint this week regarding this issue. The customer was incorrectly billed for usage from the old read on
  the old meter of 9757 to a read of 0 when the meter was being changed out. We have corrected it so the customer is only being billed 9 CCFs from a
  read of 9748 to 9757 on the old meter and 4 CCFs on the new meter for a read of 0004. The new balance is $44.53. The bill will generated 10/5/22 and is due 10/20/2022.
  
  
  Consumer Response /* (2000, 7, 2022/10/07) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/01/2022

  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.

  I am not receiving my Atmos Energy bill on a regular basis. I have only received the twice since November 2021. I was only recently able to access my account online.
  I moved into my house on October 31, 2021. I am not getting my bills. I paid the bill in its entirety in January. I did not receive another bill until I got a notice for service to be cut off in April in an amount of over $800. I asked that my meter be checked due to being a long-term customer and my never having been that high. The technician came on April 13th and I was told that the meter attached to the house gave a different reading that the meter used in the truck. The meter was replaced. I was led to believe my bill was going to be reassessed due to the faulty meter. I got another notice, not a bill, that my gas would be cut off due to nonpayment. After talking to several different customer service agents, I was told that 1. Despite the technician telling me verbally that there was a difference between the truck and house meter, all of the readings for my house were correct. 2. The technician filed his report saying that the meter worked correctly with no mention of the truck meter getting a different reading. 3. Even though the meter was replaced, the bill was correct. I have talked to multiple agents on the phone and tried to talk to someone in the local office b
  
  I got a bill in June. I have received 3 bills since I moved into my house. I have been working towards paying the disputed bill. My bill for July was roughly $62. My bill for August was $162. My bill in September was $62. The only use of gas in my home is the hot water heater and heat. The bill doubled during the hottest month of year. My children went to school in August so not living at home and so less water is being heated and definitely no heat is being used. The children were home in July but not in September but the bills are almost the same. Atmos is overcharging or faulty meter readings and refuses to correct the problem.

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 5, 2022/10/03) */
  We have attached your billing history for you and included some older consumption history for the home. You have a wireless meter reading device that sends us your daily usage each day. The meter that you had when you moved in was a new meter installed 9/18/2019. The technician that went out 6/3/2022 replaced the meter again for you at your request but did not note any issues with the current meter. Your overall winter usage is in line with prior years in the home. We also attached your daily readings and highlighted any day where the meter registered more than 10 CCFs of gas. Noted off to the side is what the temperature low was that day. This past January and February you experienced several days with temperature lows below freezing. Your central heaters would be working harder on those days to maintain the temperature set on the thermostat in your home. See the below temperature website: https://secure-web.cisco.com/1WsMc_hW7_fVq1k-hRL0hDRlX5XrwUTj3_JCrXEiC5lULyMFAXzWlmVAYdVTcKwBhN2YPVd4JHHA3aW-xJ-31o83xQvKelh5EqjzPTfb1ytJPoG63LiUqdr_cCiw0yj5zrl_n4mhJ5bpr0XqPuO5LSWsRSsn2aULqPsMA-M4fZE2gWVgepHw8ZJ15-xqB7d-k6Ep-d4qPlGKcaitaL0AeFdDAtnZuyOjuPbP3h7BGejGglDu2kr9BdLQQTnF1-PHLlD63b_BE7VA0WaoFXSQYww/https%3A%2F%2Fwww.timeanddate.com%2Fweather%2F%XXXXXXXXX%2Fhistoric%3Fmonth%3D3%26year%3D2022
  
  You can monitor your daily usage on our website by setting up a web account. Overall your usage looks accurate according to the weather in the area and the history of the home. For any other questions please call us at XXX-XXX-XXXX.

• Initial Complaint

  Date:09/20/2022

  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.

  On 9/3/2022, our automatic payment for natural gas went through for $435.77. Our usual gas bill is about $40, so we immediately contacted Atmos to report a possible leak. We hadn't smelled any gas but our usage report from 8/22/2022 showed a huge increase in gas usage (252 CCF vs 8 CCF the prior month). This massive increase was visible to Atmos before it was visible to us, but they did not contact us or check the meter according to their technician who came to our house on 9/3/2022. The technician found a loose nut (essentially) on the meter that was leaking gas into the air in our alleyway, outside of our 8+ foot privacy fence.
  Atmos is refusing to adjust our bill, stating the leak was on our side of the meter, regardless of whether we had any notice and regardless of whether they had notice.
  The technician indicated that the leak might have been ongoing longer than we were even seeing on the bill, due to estimates being done vs actual readings happening on a regular basis. He indicated this bill might not be our last large bill. He confirmed he saw no damage to the connectors - ie: no one caused this leak. He said we would not have known about the issue unless we smelled the gas and actually touched the connectors to see if they were tight. If the gas provider was doing regular maintenance, it would seem this issue would have been avoided.
  As stated above, we notified them as soon as we were aware of the problem - by seeing a huge increase in our alleged usage. For public safety alone, they should be looking for anomalies like this, to ensure that gas leaks are detected in a timely manner. Dallas had gas explosions last year that resulted in death, so it appears they were on notice of the risks of ignoring these issues.
  At the very least, we should not be responsible for any further charges above our previously normal usage. I think it would be more fair if they cut that last bill in half and consider it a credit to our account.
  

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/09/21) */
  The customer's account has been credited $404.98 due to the leak on the meter. Typically any leaks beyond the meter are the customer's responsibility. Customer's usage was found to be normal with the actual read in June so leak began sometime after. Please call XXX-XXX-XXXX for any further questions.

• Initial Complaint

  Date:09/16/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 billed Leonard Peterson for 24 months of service that was unpaid. **** ******** noticed a mailing in regards to the unpaid balance. The notice informed the residence that the service would be cut off. In order to keep the service available they required immediate payment. The person contacted said that I would have to pay for reestablished service charges. Then that same person recorded me,(**** ********) agreeing to pay to keep the service. They tricked me into agreeing to pay the entire balance of $905.00. I did not have enough to pay that entire balance and instead payed 1/2 of the balance due. The responsibility for the total bill was Leonard Peterson's. I paid the full balance in order to keep the service established at 3516 Cork Place, Fort Worth, TX. I am sure that they were more than happy to have me, **** ********, pay the full balance due. The balance should be turned over to Leonard Peterson for collection. I should be paid back the entire balance due.
  My actions kept them from collection efforts and from cutting off and reestablishing services at the address. I was tricked into paying the outstanding balance by Atmos Energy accounts receivable staff. This is clearly an instance where Atmos Energy used their business savvy staff to manipulate **** ******** into paying the balance to keep for having to retrieve the balance from Mr. Leonard Peterson. Also from having Atmos staff from going to the residence to cutoff and reestablish service.

• Initial Complaint

  Date:09/10/2022

  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.

  A atmos rep was dispatched to turn on my gas. He subsequently turned on the gas and was allowed to go into my upstairs unit unsupervised as I had another contractor there. Upon returning, I noticed my rayban sunglasses were missing. My contractors stated the only person in that room (which is the kitchen and doesn't have cameras) was the atmos energy worker. I was up there right after he left and confirmed they were missing.
  

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 5, 2022/09/12) */
  Please file a claim on our website at https://www.atmosenergy.com/********-service/claims-process and your inquiry will be researched by a claims representative.
  
  
  Consumer Response /* (3000, 7, 2022/09/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you, Until the matter is closed I consider this an ongoing issue. I have filed a claim through your system and will close the case once resolved.
  
  Thank you for the timely response.

• Initial Complaint

  Date:08/25/2022

  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.

  I have just moved into my home with my two small children, I have scheduled for the gas to be turned on for three days and have not been notified that a technician was here, did not hear a knock on the door and was told today that their policy is not to ring a doorbell in case of a gas leak. I need to be able to cook and provide hot showers for my children and am unable to do so because this company will not send a technician back here today
  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/08/26) */
  We show gas was turned back on 8/26 same day after the appointment was missed. Please call 888-286-6700 with any other questions.

• Initial Complaint

  Date:07/24/2022

  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.

  On November 8, 2021; June 7, 2022; July 22, 2022 I received $30 overdraft notices each time to my Magnolia Federal Credit Union savings account after paying my Atmos Energy bills online. This presented an issue each time because I selected to pay my energy bill from my checking account. I called Atmos each time this occurred and was told that I must have selected the wrong account and that they would not charge me the returned fee on their end, but I was still responsible for my bank fees. This has been an ongoing issue with Atmos for over 3 years. I have even taken pictures of the screen where I select checking account. I do not feel I should continue to pay overdraft fees when I am doing everything right on my end. This is the only company that I am having this issue with. My Atmos account number is XXXXXXXXXX.

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/07/25) */
  The customer contacted us on 6/17/2022 and asked that we reverse the payment made on 6/16/2022 for $42. This was reversed back to the bank on 6/17/2022. The customer then contacted us on 7/25/2022 and stated her checking account and savings account numbers are the same. We advised they should have different routing numbers. She would need to speak to her bank and ensure she is entering the correct routing number when processing a payment via our website. The routing number entered on 6/16/2022 was XXXXXXX. This is the same routing number used on 11/5/2021 via our website when that payment returned. On 4/22/2022 a bank draft was successfully processed via our website using the same account number but routing number XXXXXXXXXXXXXX. This may be the correct routing number. The customer will want to verify with the banking institution.
  
  
  Consumer Response /* (3000, 7, 2022/07/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They fees were credited to my Atmos energy account. My credit union overdraft fees of $30 each time were never reimbursed or credited to me. My credit union account number and rounting number are correct. I am continuously being told it is a bank problem, but no one at Atmos can tell me how the information is being presented to my bank.