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

  4155 Industrial Dr Jackson, MS 39209

• 

  Atmos Energy

  5249 Pepper Chase Dr Southaven, MS 38671

• 

  Atmos Energy

  1833 E 9th St Hopkinsville, KY 42240

• 

  Atmos Energy

  PO Box 790311 Saint Louis, MO 63179

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:07/16/2024

  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.

  Worst service i ever had. I had a gas leak on a Friday morning. Atmos came out and turn off the gas to my house immediately. I had a plumber fix the leak and had inspection at 8am on Monday. I was given a time to have Atmos come to return service. No one arrived in that time frame and never received a call. Called customer service to complain and they said we can have someone come tomorrow morning between 8-12 but noted the account for first thing in the morning. Delayed going into work to meet the tech. received a call from Atmos at 10 that the tech was on the way. IT's after twelve and still no tech. **************** says there's nothing they can do. It's been five days since the leaks been fixed and two days Atmos has been saying they will come out and nothing.

  Business Response

  Date: 07/30/2024

  *******************************, 

  We apologize about the situation you encountered when restoring your gas service after an emergency.  I show that as of 07/16/2024 services have been restored to the property.  We will review the calls for learning opportunities for our emplyoees going forward.  Please feel free to reach out to us if you have any further questions at **************.

   

• Initial Complaint

  Date:07/11/2024

  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.

  Atoms energy was rude as we were trying to solve an issue. I spoke with a woman ***** on the phone and she stated that if I paid half the bill my daughters gas wouldnt be shut off. I asked her this twice then paid the amount. She then called back and said the gas was turned off. I was upset and asked to speak to a supervisor and she refused multiple times. I asked to speak to anyone else and she said no theres no one else. My daughters online account shows a zero due balance but they are saying shes delinquent in payments I asked her how thats possible and she couldnt explain it.

  Business Response

  Date: 07/30/2024

  Thank you for taking the time to reach out to us on your recent experience.  We have called and left a voicemail to the number provided, and also a follow up email to the email address provided.  Please let us know if you have any further questions, we appreciate your business, our customer service department can be reached at **************.  

   

• Initial Complaint

  Date:07/10/2024

  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.

  Atmos showed up without any warning to dig up the yard. In the process, the have broken my sprinkler line and my foundation watering system. They just covered all back up without fixing it. You are going to kill my entire yard and mess up the foundation of my house. I will have cracks in my house if it is not watered properly. Will you cover the cost of a new yard and repairs to my house from cracking? After messing all of this up, they have still yet to replace the gas meter. Great work, Atmos.

  Business Response

  Date: 07/31/2024

  **********************, 
  
  We have reviewed your submission, and our records indicate you spoke with our customer service department on 07/11/2024 and a request was sent to our field personnel to address the issues, and also our claims department.  We also see that gas service was restored on 07/14/2024 and a new meter installed.  Also, we reached out to our claims department who verified the claim has been resolved.  Please reach out to us if you have any additional questions, **************. 

• Initial Complaint

  Date:07/02/2024

  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've had service with Atmos since 1988 and recently had some financial issues resulting from COVID and a divorce where my ex stole 90K before the divorce was finalized. I've been trying to recover financially, and I thought that I had a plan in place concerning my issues and ability to get caught up. The 'assistance programs' seem to only be an income group that is below my current income. I'm slowly recovering financially, and in the last 60 days have paid a total of $600.00 on my account to try and catch up with the last payment being made ******************************************************************************************* full. This is more than I can afford.I came home today to find the gas off while I was away at a relative's brain surgery in *******. My issue is obviously with them turning off the gas without notifying me, but when I spoke with the house sitter that was caring for my two labs, a more troubling issue came to light. My security system has an Atmos tech entering the backyard while my dogs were out with a can of **** or dog repellent in his hand. He repeatedly sprays my dogs as they frantically try and get away from him. He attaches the locking clip to the gas meter and then tracks down the dogs again to give them another round of spray before leaving the gate open. I received a call from a concerned neighbor at 11:08 am saying my dogs were down the street. As the tech left at 10:13 my dogs had been out for over 55 minutes. She got them home, but they reeked of a chemical spray so much that she had to immediately give them a bath and then five more to remove the odor. Now one of my labs is itching her collar and rubbing her back paw relentlessly. I need the following resolutions:1. My gas turned back on, and a reasonable payment plan put in place.2. An explanation as to why an Atmos employee CHOSE to terrorize my dogs and then leave the gate open. To be perfectly clear, I AM NOT PLEASED and am demanding an explanation.

  Customer Answer

  Date: 07/05/2024

  Since my initial request for help from the Atmos ************************************ I have been told that they have escalated the issue to a specialist above the supervisor level.  I was told that I would receive a call from this member/team on 07/03/24.  It is now 07/05/24 and I've heard nothing from them.  I realize that yesterday was a holiday, but I would have thought that someone would have reached out to me by now as the supervisor told me that this person/team prioritizes customers who have lost service.  So now I have been without gas for 7 days, with no communication from the person/team who is supposed to be able to assist me and it's my guess that it will be next week before any progress is made as Atmos is closed over the weekend.   

  On the issue with how the technician terrorized my dogs, I did receive a call from a ***************************** who seemed more interested in CYA than taking ownership of the problem.  He told me that he would be speaking with the technician and letting me know how he was going to proceed next.  The call seemed to be more of a discovery of evidence than an apology or an offer to help.  He seemed h*** bent of me delivering him the video's I have from my security cameras.  ******************/s follow-up call has also not been received.   

  I've dealt with poor service many times in my life, but I cannot remember ever getting little to no movement from a utility company.  I am asking for any and all help that the BBB can offer to help me resolve this matter. 

  Thank you.

  Business Response

  Date: 08/01/2024

  We aplogize about the delay in response, we were able to see that you were able to speak with our corporate office to reconnect services. 

   

  Atmos Energy appreciates your business. If we can be of additional assistance, please contact us at **************. Business hours are MondayFriday 7 a.m. to 6 p.m. (Central) on normal workdays. We are available 24 hours a day for emergency services.

• Initial Complaint

  Date:06/13/2024

  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.

  This business never reached out to us as to why they were estimating the gas usage in our home. During the months of January to June, they were estimating the charge of my home and my neighbors and charging us for that amount. We are seeking a billing adjustment to pay the amount of gas we use and not what the company estimates.

• Initial Complaint

  Date:06/05/2024

  Type:Service or Repair 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.

  My Atmos Energy bills for March and April 2024 are 3.65 and 2.18 times higher than in 2023. I have not used my heater since February and I only have a gas water heater (not stove, dryer, etc.) I called Atmos to complain that something is wrong. They had me submit a picture of my meter and were supposed to contact me within 7-10 business days. They failed to do that. When I submitted another complaint, they responded that my meter picture verified their correct reading AND that it actually showed that my latest bill for *** was too low - they sent me an adjusted bill for *** for twice the original amount! It is completely unethical & doesn't even make logical sense. The average monthly temp last year was nearly identical to this year and somehow I am using two and three times the amount of gas? Even the customer service operator that I spoke to originally agreed that it was very odd and highly unlikely that those bills were accurate. Because Atmos has a monopoly on the ********** area, they can charge whatever they want and there is little I can do about it besides not have hot water and heat. Th

• Initial Complaint

  Date:06/04/2024

  Type:Service or Repair 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 hired *** Construction to replace the old gas line in the alley behind my house from February 2024 through April 2024. On February 29th, 2024 the *** Construction contractor damaged the concrete and the grass median too close to my fence and gate posts. This caused my 23 foot gate to sag in the middle to the point that I was unable to open my gates without extreme effort. I am 74 years of age and in no condition to have to struggle with my gate. The contractors at the time of damage sat by and literally laughed at me while I attempted for 3 1/2 hours to open my gate, and never offered one bit of assistance. All I received from Atmos Energy concerning these events was lies and arbitrary, capricious behavior and continual evasion of responsibility. It cost me $245 to fix my gate because of this damage. The Atmos Claims Adjustor, ************************* said, "*** and our technicians did not see any damages to the fence and if damages were done at the time of the project work, then our contractor or Atmos would work with you to get any necessary repairs done." This was yet another capricious falsehood. ******** calls I made concerning said damage to my property were met only with promises to return my call that were subsequently unfulfilled. The adjustors also never contacted me to inspect the interior of the fence where the problem was easily visible. The repairman from *****'s Home Maintenance will attest to the damage. All I require is the money that was promised to me in remuneration for repairs to my gate. There are too many pictures concerning this incident to upload to this document, so here is a ****** photo album of the entirety of the damage of both fence and alley. ******************************************* Thank you for your time and assistance with this matter. I look forward to your expedient reply.

• Initial Complaint

  Date:05/17/2024

  Type:Customer Service 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 complaint is that my bill with Atmos Energy is about the same as last month although my consumption dropped considerably. See attached documents.
  Would like to pay what I actually owe and not an estimate.

  Business Response

  Date: 05/17/2024

  The current charges for 5/16/2024 were $46.26 for 15 CCFs of gas.  The current charges for 4/16/2024 were $86.96 for 41 CCFs of gas.  The reason the bill amount due is $109.65 is because the customer is on budget billing.  Budget billing will cause a similar amount due each month in order to pay down winter charges and build a credit during summer months.  For instance, on the bill dated 1/18/2024 the current charges were $256.63 for 156 CCFs of gas, but only a payment of $99.16 was required due to budget billing.  Currently the account balance is $212.16.  The customer may wish to be removed from budget billing and pay off the account balance, going forward they would then only pay current charges due each month.  

  Customer Answer

  Date: 05/17/2024

  I have reviewed the business’ response and accept this
  resolution. 

• Initial Complaint

  Date:05/15/2024

  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 sent me a check refunding my deposit back $269.22 There is an issue in cashing the check, they wont remedy the situation and keeps giving me the run around. The check in picture has been canceled from Atmos themselves, because they said they were going to send me another check. Now they refuse to issue another check and as well put it in my name. Upon opening the Atmos account the customer rep said deposit refunds would be direct deposited into the account in which the deposit was paid from. Instead they sent me a check that I can not cash, as its a small business. Also I told Atmos customer service that my small business does not have a bank account, customer service completely lied to me by telling me it would be a direct deposit. Unfortunately my Atmos energy account has been closed. So how am I suppose to get my money back???????!!

• Initial Complaint

  Date:05/01/2024

  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 came to our house 5/1/24 at 9:30 without previously scheduling a time and changed out our gas meter. They turned off our gas and left a flyer on the door instructing us to call to have the gas turned back on.I contacted them and was informed they could put out a work order and someone would come out within 24 hours and an adult would have to be there when they arrive. It is the middle of the work week. We cannot have an adult at the house for 24 hours. We currently use gas to cook and for hot water. I was at home at the time of service but in the shower and unable to hear the doorbell. Problem 1: If this was scheduled ahead of time we wouldnt have any issues. Problem 2: 24 hours is not an acceptable time frame for scheduling someone to come back out after shutting off their utility. Problem 3: they are unwilling to contact you prior to their arrival when scheduling the 24 hour service to insure you can be there.This is terrible customer service and when speaking with the customer service representative they were unwilling to try and fix the issue. If this doesnt get resolved quickly this will put a unneeded financial burden on to to feed our family of 6.

  Business Response

  Date: 05/06/2024

  Customer was turned back on same day 5/1/2024 at 3:25pm.  

  Customer Answer

  Date: 05/10/2024

  The situation has been resolved.