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:04/30/2024

  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 requested for my service to be restored and that I be contacted 30 minutes prior so I could meet the representative. I did not receive such contact and now have to wait for my service to be restored. I have children and would like to have hot water restored in the home. I have paid the deposit. I requested proper notice and did not receive it but I have to wait because I was not notified as requested.

  Business Response

  Date: 05/06/2024

  The customer was scheduled to be reconnected on 4/30/2024 from 8am-12pm.  The automated system called ************ at 8:50am and noted the call failed 3 times.  Tech arrived at 9:32am and no one was home so gas was left off.  Gas was then reconnected upon request on 5/1/2024.

• Initial Complaint

  Date:04/25/2024

  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 moved in to an Apartment in April 2022 and started a 1 year contract with Ambit Energy. They called me in March to renew my contract. On that call I told them I would not renew because I was moving. That was it. Then I see a $115 charge in Collections for a bill after I moved out. I called them and asked for them to pull the phone recordings . They said they would open an investigation but nothing ever happened. My unit was rented out right after. So they are billing me for service that no one received. How can a unit receive electricity from 2 companies? Fast forward to 2024 this Collections is affecting my credit and ability to rent and get a car. I just want Ambit to remove this please. Thank you.

  Business Response

  Date: 04/29/2024

  Customer did not include an account or address for us to reference and phone number and email are not attached to an account under customer's name.  ******************** does not have contracts with customers nor do we reach out annually to any customer.  When customer's request service with ********************, service will continue until the customer requests to stop or there is a new request for service by a new tenant.  

• Initial Complaint

  Date:04/23/2024

  Type:Billing 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.

  I was behind on my payments and chose to take the solution which they provided which was to pay the majority of the bill outright and pay the next amount on a later date. In doing so I was told I would not have our gas shut off. Fast forward a week and a half and they shut our gas off with no warning and left me a note detailing that I owe over double what is actually showing on my account with **********************. I just paid the remaining balance, but might seek further action as they did not follow through and clearly made a massive mistake. I forgot about this bill originally, Im not a reckless individual.

• Initial Complaint

  Date:04/17/2024

  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.

  Noticed the fixed gas charge on my Dec 2023 bill was increased by $2.34 (to $25.27). It was increased again on the Jan 2024 bill by $2.81 (to $28.08). On the Feb and Mar bills, it went back down to $25.27 showing I was overcharged on the Jan bill. I called Atmos Energy on 4/9 and requested credit for the overcharge. The customer service rep ******* said she needed to send the info to the back office to look into and entered request #********. She said I should hear back from someone by 4/12. As of 4/16, no one has contacted me.

  Business Response

  Date: 05/06/2024

  The customer charge is pro-rated based on days of service reflected on the bill.  As one time courtesy the customer was rebilled for 30 days of service instead of original 33 days of service.  

  Customer Answer

  Date: 05/06/2024

  I am rejecting this response because: 

  The monthly fixed charge was wrong. The monthly fixed charge is not "pro-rated based on the days of service on reflected on the bill". It is a FIXED charge, as listed in the name of the charge, and stays the same each month until an increase is approved by the **** I want the charge corrected.

  ******

   

• Initial Complaint

  Date:04/05/2024

  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.

  The worst experience and customer support I have ever experienced. 4/5/2024.1. Discontinued our service without proper warning communications. They said they didn't want to send warnings via email for some reason. I have never received any paper mails about it either. I just double checked their most recent mail letter, which mentioned nothing about the potential termination. (We are always on auto pay and our card expired and was told the new card will automatically be charged, which didn't happen and that's why we were not paying the bill. But no communication from Atmos Energy so we just assume the auto pay is still going on.)2. When I called the customer support to schedule the turn-on service, I was not told that I had to be at home. They turned if off without me. The technician missed us and Atmos rescheduled the appointment to 5 days later. I tried to call the customer service and I was told there was nothing they could do even after the escalation to the supervisor. There apparently is no method to expedite a turn-on process for a customer mistreated by the company. Leaving a family 5 days out of gas seems not a big deal to them. They don't seem to care. I asked for further escalation, they said it would take 5 business days to get back to me. What a nice way to handle an escalation which is to slow things down further. I am very upset with the service. Hope there is an alternative option.

• Initial Complaint

  Date:03/28/2024

  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 March 25, 2024, my gas was turned off due to a bill. I contacted atmos. I got the bill squared away. They scheduled a technician to come out on March 26, 2024. Upon arrival, the technician was met by my sister who let him in the house. I was on the phone with my sister as the technician was lighting the stove. He asked where the furnace and hot water heater was. After she informed him that the furnace was in the attic and that the hot water heater was in the laundry room. He remarked that oh she will need to get someone else to light those. I told my sister to tell him no because the representative stated that they would light the heater and furnace. I watched on my cameras as this man left. I heard every word and I contacted Atmos immediately afterwards. I was informed that I need to call back once i was at home within 72 hours so that someone could come back and light both. I asked the lady when the last day was to call and she stated Thursday. So, I called today on March 28, 2024, the lady put me on hold to speak with a supervisor, she came back to the phone laughing and stated a blatant lie that i said I would get someone to light it. That's a lie. I have cameras all over my house and I will file charges and bring a lawsuit for those lies. The technician was too **** sorry to open a door and light a hot water heater. He made references to my sister that he had been to this house before on a couple of occasions and I always have problems lighting that furnace. So, I need to know when and when did I as the homeowner stated that I would get someone to do it. After the phone call today, I had to call someone from another company to come light this heater and furnace because we had no heat or hot water. I paid this man $225 because of Atmos's lying technician. Oh no this was unfair, a hot mess and then your representatives lie as well as the technicians. This is not business, and something needs to be done. I was without hot water and gas for two additional days.

  Business Response

  Date: 04/16/2024

  Atmos Energy only lights appliances as a courtesy when out on gas turn on service orders.  Atmos Energy will light appliances that are easily accessible and in safe working condition.  We will not return to light an appliance if the service order notes indicate the appliance was left off per customer request or any explanation as to why the appliance was not lit.  

• Initial Complaint

  Date:03/27/2024

  Type:Billing 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.

  I recieved a notice from Atmos energy that they had missed read the meter for a couple of prior months and I need to pay the new balance. I contacted their customer service to verify the information and they confirmed that yes the notice is accurate. They acknowledged that yes I had been billed and paid the original bills. I was then told but I need to pay they new balance that resulted in their reading the meter correctly. I reminded them that they made the mistake not me and that I would not pay the extra amount from their mistake. My account number is **********.

• Initial Complaint

  Date:03/19/2024

  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.

  They cut our gas off without providing any notice that there was an issue with our auto draft for our bill. They cut it off at 4:45 in the afternoon on the night of a freeze warning when we have a baby in the home. We have not missed a bill in ********************************************************************************************************************* yo someone who could remedy the situation. I went through 2 customer service representatives who refused to do anything about it that night. We had absolutely no notices sent saying there was an issue with the account.

  Business Response

  Date: 03/20/2024

  We are showing the credit card on file began to fail to process 7/25/2023.  The customer was un-enrolled from auto pay 8/23/2023.  Due date reminder emails were sent out 9/5/2023, 10/6/2023, 11/6/2023, and 12/4/2023.  A termination notice was mailed out 12/4/2023.  A one time payment was then made 12/14/2023 for the balance on the account.  Auto pay service was again set up 12/20/2023, however the credit card still would not process.  A failure to process email went out 12/23/2023 and 1/27/2024.  Customer was again un-enrolled from auto pay 1/27/2024.  A due date reminder email went out 2/6/2024.  Termination letters were mailed out 2/7/2024, 2/28/2024 and 3/18/2024.  The disconnection order was worked 3/19/2024 at 4:44pm.   Payment was made 4:55pm on 3/19/2024.  The reconnection order was scheduled and worked 3/20/2024 at 12:24pm.  

  Customer Answer

  Date: 03/20/2024

  I am rejecting this response because:   We never received the letters in the mail.  We would like a phone call or written notice on our door in the future as the current united postal service is severely unreliable especially in our particular neighborhood, which we have been directly dealing with **** on recently.   If you do not reach us by phone we ask that you please leave a message as **** calls are highly prevalent at this time!

• Initial Complaint

  Date:03/18/2024

  Type:Billing 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.

  I am writing to expose the exorbitant charges on Atmos Energy gas bills, specifically the moth of March 2024, under Acct #**********. and the escalating charges:Nov 2023: $31.08 Dec 2023: $65.68 Jan 2024: $82.29 Feb 2024: $174.65 Mar 2024: $434.59 The period from Dec 1st, 2023, to Feb 15th, 2024, the property remained unoccupied, with occasional visits from my nephew to check on my cat. Despite the minimal usage, the bills have shown a drastic increase, culminating in the charge of $434.59 for March 2024.Upon contacting Atmos Energy to inquire about the unusually high charges, I was directed to inspect the meter reading. Upon doing so, I detected a gas odor and notified your customer service. A technician was sent to investigate, revealing a gas leak on the side of Atmos Energy's infrastructure. However, to my dismay, I was informed that the leak did not affect my meter readings, thereby justifying the exorbitant charges.Despite expressing my dissatisfaction with this assessment, subsequent technician visits yielded similar conclusions, attributing the increased charges to rising gas prices and purported consumption. However, a closer examination of the meter readings from October 2023 to February 2024 reveals discrepancies, with some readings appearing to be estimated. Moreover, the observed consumption does not align with the astronomical increase in charges, surpassing five times the usual costs even during colder months when occupancy was higher.Of particular concern is the replacement of the meter by your technicians, indicating a recognition of a problem within your infrastructure. This strongly suggests a correlation between the meter issue and the excessive charges incurred.I am formally requesting an adjustment to the billing charges, as I firmly believe that the discrepancy is attributable to the identified gas leak and subsequent meter replacement. I trust that Atmos Energy will promptly investigate this matter and rectify the unjust charges.

• Initial Complaint

  Date:03/13/2024

  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.

  I am a disable citizen and just finish battling cancer. I have been seeking help with Atmos for a long time. On are around ********************************************** a request to have my bill reviewed and metered read again. I was told everything was correct. My bill continued to raise monthly. In fact my bill doubled in some months and all I have is a gas stove and hot water heater. I asked to be put on budget billing and was denied. I had to go to get assistance to pay the bill twice because I could not afford it I was awarded $500 and then my bill came in and it was $700. So again I am confused how my bill can be so much money. I am asking that my account be reviewd for the last two years for missed reading and credits. There is not way this much gas was used.

  Business Response

  Date: 03/14/2024

  The customer has a central heater that runs on natural gas, this means charges will increase significantly in the winter.   The customer received a pledge from ********************** assistance on the account on 3/13/2024.  For more information on billing or consumption, please call ************.