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Business Profile

Natural Gas Companies

Atmos Energy

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Natural Gas Companies.

Complaints

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

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Atmos Energy has 30 locations, listed below.

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    Customer Complaints Summary

    • 167 total complaints in the last 3 years.
    • 46 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

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

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/09/2024

      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 turned my gas off on Friday morning. The 8th of March. I did not get home and tell after their office was closed. Apparently my daughter who did live here. Wanted to transfer the account. I did not know this. They turned it off. I've got a 3 month old baby in the house. A 77-year-old man in the house plus a few couple of people in between and they say I have to wait till Monday morning to get it turned back on. I've called them and called them their emergency. Only that they cover is if you smell a gas They won't come out just to turn on your gas. My nights are getting down to 50. I need some heat in this house. Very, very bad company to deal with I. Wish there was somebody else in this area that you could get gas from. They won't take just 5 minutes to turn it on which I could do but I am afraid of what penalties there might be. Negative 10 customer service. Sat morning still trying to get some heat turned on.

      Business Response

      Date: 03/11/2024

      We received a move out request via our website on 2/8/2024 for the customer of record.   Natural gas is left on for a month to allow new tenants to request gas service.  Gas was then turned off 3/8/2024.  *************** would need to be set up in the new customer's name.  Please call ************.  
    • Initial Complaint

      Date:03/09/2024

      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.
      Double charging. There is an issue with the entire ***************'s *********** Structure that needs to be repaired.
    • Initial Complaint

      Date:03/09/2024

      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 closed at *********************************************************************, on September 29th, 2023. I gradually moved items from October to December and started living in the property on New Year's Eve 2023. I am single, with no kids, significant other, or pets. I am the only person who occupies the property. Taking care of aging parents who live six minutes from me and working multiple jobs to make it work leaves me rarely home. Almost six months later, I have not had my first meal in my new home. Im writing to you to understand the Gas bill, which is extremely expensive for me when I am the only person who lives in the house. I have spent over seven hundred dollars since I only began living in the property in January. Any help you can provide would be greatly appreciated.

      Business Response

      Date: 03/11/2024

      The most recent bills are due to the winter weather. You were billed for 157 CCFs of gas for usage from 12/16/2023-01/19/2024 when the average temperature was 45 degrees, this was a 34 day billing cycle due to the holidays in January which contributed to the higher billed usage.

      When ************** went out 2/2/2024 he did not note any issues with your meter or gas lines.  You now have a wireless meter reading device on the meter so you can see daily readings on our website and how they align with the coldest days. The last couple of days you were using anywhere from 0-3 CCFs per day, based on when heating is in use. On the coldest days in January you were using upwards of 10 CCFs per day to maintain the temperature in the home when the temperatures outside was in the teens.   Even if the thermostat is set at the lowest safe temperature for the appliance, you would still be using gas as long as the temperature outside is considerably colder.  You can view your daily usage after logging in to our website and select Billing and Usage, then View My Usage, then Daily Usage at *********************************************;

      The colder the weather is the harder the appliance works to maintain the temperature inside the home and thereby consumes more gas.   Here is temperature data you can reference: *****************************************************

      Here are conservation tips from our website: ***********************************************************
    • Initial Complaint

      Date:03/05/2024

      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.
      Last year in October 2023 Atmos entered into our private property to do work and install new lines and access. They destroyed our flower bed, the stone wall and that was in the flower bed. They also lifted and damage all the grass around the area.The supervisor ******************* was advised by owner of the property being private and despite that information he moved forward with the excavation and placing new access . After Summitting information of ownership, he had the property surveyed. Then he send an email apologizing and promised to remove what they had place and restore property to its original state. After multiple attempts to have ******************** This situation. He forward information to a lady name ******, who claims to work for Atmos and has been texting me about this. We have not received any confirmation of anything been done to our property from atmos. We are now looking into the possibility of spending money on hiring an attorney to help us with this situation. As low income family we ask for bbB help or we will have to contact news channels to receive the help we need.

      Business Response

      Date: 03/06/2024

      Please continue to work with your claims representative to resolve outstanding issues.  ***************************** | Claims Representative | Atmos Energy Corporation | ************ Office

      Customer Answer

      Date: 03/06/2024

      I am rejecting this response because:    ****** is not responding to our communication.  We have called and texted her with no success.  Her communication with us has come to a stop. We are looking for a solution that is reasonable. We are the victims here and Atmos has violated our rights to privacy. All we ask is that the property be restored to its original state. **** ******************* claims to have previous evidence of how the property was found, yet has never provided any evidence outside some old ****** map pictures. All we are asking for is what legally belong to us, which is the rights to have our property fix to its original state. This situation has caused us much frustration and as time continues, we feel as there will be no solution to this matter and that has causes us many sleepless nights and much anxiety. Since the beginning ************** has been very rude and disrespectful, which is why we moved it all to emails. It was only when he knew he had messed up that he became, somewhat apologetic.  Mrs. ****** has been polite , yet has not taking this matter serious. MS. ****** will not even respond to our messages anymore. So we are once again at a stand still. 
    • Initial Complaint

      Date:02/19/2024

      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.
      My Feb 2024 ********** bill from Atmos Energy contains items I do not understand. These same items are listed on last month's gas bill as well, and when I contacted Atmos Energy last month for an explanation, their answer was very confusing, and I feel the answers were intended to confuse the customer. I have attached this month's gas bill for your information. My gas usage charge on this bill was $ *****, and my total bill was for $ ******. It seems very strange to me that another $ ****** could be added above my usage charge. Who regulates the natural gas industry, and what else am I paying for? Any information that you can provide would be appreciated.

      Business Response

      Date: 02/20/2024

      All of our fees and taxes are structured by the City of College Station and the ******************* of Texas as we are a regulated industry. 

      Customer Charge - The Customer Charge is a monthly fee to cover metering, billing and other fixed costs associated with the customers account and is not affected by the amount of gas consumed. 

      Consumption Charge - The Consumption Charge on the other hand, is a fee to cover the use of company owned distribution pipelines and other facilities to deliver natural gas to our customers and is based on consumption.

      Gas Cost Recovery (GCR) Gas Cost Recovery includes amount to recover the actual gas cost paid to suppliers and the transportation charges paid to deliver gas to the city.  There is no profit added to the gas cost.  Atmos Energy purchases gas for use by its customers.  ******* that is purchased may be transported directly to customers for immediate use or placed into storage for future use.  Each month, Atmos reviews how much gas it purchased and needed during the prior month and how much gas it expects to need in the upcoming month.  During this review, Atmos considers the spot price for gas on the market, upstream transportation prices for getting the gas to Atmos' customers and storage costs. 

      ********************** does not know exactly how much gas a customer will need in any given month until after the customer has already used the gas.  ********************** may over or under purchase the amount of gas it needs.  If Atmos has not purchased enough gas, it must purchase more gas on the market or withdraw it from storage.  ******* Cost Recovery (GCR) Factor is designed to recover these costs.  There is no mark up on these costs; Atmos only recovers its costs.  Each year the ******************* of Texas audits Atmos' costs for the prior year to make sure that Atmos is prudently purchasing gas and recovering costs from its customers.

      Because the gas cost that appears each month on a customer's bill includes not only the market price of gas but things like upstream transportation prices and storage, the gas cost will not match market prices.  The market price is only one piece of the charges reflected in Atmos' gas costs.

      Reimbursement of Miscellaneous Gross Receipts Tax (MGRT) Formerly known as Rider Tax; ***** receipts tax is imposed by the state and paid to the State Comptroller; it is based on that particular citys gross receipts and population.

      Rider FF Franchise Fee This fee is imposed by cities for the companys use of streets, alleys and other public right-of-ways.

      City Sales Tax Customer bills may include applicable City, State and other sales taxes.

      Weather Normalization Adjustment (WNA) Atmos (like other gas companies in *****) covers its expenses and realizes shareholder returns from the margins on our sales volumes.  And in the gas business, sales fluctuate with weather.  Atmos rates are designed (generally) based on the US *************** 10-year normal temperatures. In reality, therefore, gas utilities under collect revenues due to warmer weather conditions; and actually over collect in colder-than-normal conditions.  Therefore, we have WNA to help stabilize rates.

      WNA is set up to collect additional margins from customers when weather is warmer than normal and to credit back amounts when weather is colder than normal.  The end-result is that utilities like Atmos are not continually facing situations of under-earning and being forced to seek rate relief.  WNA protects both customer and company, and provides more stability.

      The WNA calculation is based on the comparison of actual vs. normal weather and is applied to amounts used in excess of the rate class average base usage.

      This WNA Adjustment applies only during the months of November through April.

      Customer Answer

      Date: 02/20/2024

      I am rejecting this response because:   There is no logical reason that I should be charged 3 times more than the cost of the gas I consumed. The an average person would recognize this explanation as boilerplate from an industry that raises costs as they see fit. I will seek an answer through other means. 
    • Initial Complaint

      Date:02/15/2024

      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.
      On 2/15/24 a technician came to change out a gas meter for one of the new smart meters and caused a gas leak. He said that he would have to turn off the gas to the house until I hired someone to fix the leak. Mind you there was never any issue before and the technician couldn't figure out where the leak was coming from. Someone from Atmos Energy better get over here to fix this leak. I have no heat and no stove and if this isn't resolved, I mean REAL SOON, I'm filing a lawsuit.

      Business Response

      Date: 02/20/2024

      The meter was replaced 2/15/2024 on a meter replacement project.  After meter was replaced safety checks were performed.  During the safety check the pressure test did not hold pressure with all appliances locked off.  The technician was unable to pinpoint leak and a qualified plumber of contractor would need to be called to locate and repair any gas leaks.  A city inspection will also be required.  

      Customer Answer

      Date: 02/21/2024

      I am rejecting this response because:   my gas line had no leaks before your technician over pressurized the lines.  This has happened all over the town of ****** not just to me. You broke it, you fix it.  I shouldn't have to pay a plumber to come out and replace a gas line that you broke.  This is directly caused by negligence of the technician on a service I neither approved or wanted.
    • Initial Complaint

      Date:02/15/2024

      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 came out yesterday to turn my gas on. My brother was in the house waiting for them. They did not knock on the door or ring the door bell I have checked the camera. And then they claim they can not make another same day appointment because I missed the appointment and they cant turn my gas on for 5 more days
    • Initial Complaint

      Date:02/13/2024

      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 am here to complain about Atmos Energy. My gas bill was over charged, and they will not explain to me as to why. My house is mostly electric, and I use very little gas. I have called to ask for a technician to come out with little success. They have made appointments, and the techs cancel the appointment or do not show up. The only thing that is gas in my house is the heater for the first floor that is barely used. I have called Atmos multiple times for a resolution. My bill should not be $281.77. This is not the first time that I have had an issue with the billing. In May 2023 I had to have a tech come out again to get an actual reading. I was being charged an estimated reading and I was charged $376. They were able to get an actual reading and fixed my account.

      Business Response

      Date: 03/14/2024

      The most recent bills are due to the winter weather.  The overall usage is normal for the home and in line with prior years. 

      You were billed for 181 CCFs of gas for usage from 12/28/2023-01/29/2024 when the average temperature was 42 degrees.

      ************** visited the site 2/9/2024 and determined no issues with the gas lines or meter.  

      You have a wireless meter reading device on the meter installed in April 2023 so you can see daily readings on our website and how they align with the coldest days (also attached). The last couple of days you were using anywhere from 0-1 CCFs per day. On the coldest days in January you were using upwards of 13 CCFs per day to maintain the temperature in the home when the temperatures outside was in the teens.   Even if the thermostat is set at the lowest safe temperature for the appliance, you would still be using gas as long as the temperature outside is considerably colder. You can view your daily usage after logging in to our website and select Billing and Usage, then View My Usage, then Daily Usage at ***************************************.  

      Keeping in mind this is the coldest billing period you have experienced in the last 3 years.  The colder the weather is the harder the appliance works to maintain the temperature inside the home and thereby consumes more gas.   Here is temperature data you can reference: ********************************************************

      Here are conservation tips from our website: ***************************************safety/winter-ready/
    • Initial Complaint

      Date:02/08/2024

      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.
      Regarding Account under:************************* ********************************************** After cancelling Service Atmos Energy Continued to charge services to our family home all throughtout it's construction.-Did not shut off service (gas) as requested during home renivation.-Allowed bill to run up for ***** months.-Knew that Home (*******************) was under construction and continued to not turn off gas, which lead to a gas leak.-Stated that gas main was tampered with and then continued to charge on account.-Will not recognize any responsablily of the insident and demands that the a bill of $945.49 be paid, and is refusing all services until this bill is paid.

      Business Response

      Date: 02/09/2024

      *********** was disconnected for non-payment 8/24/2022 under *************************.  Last payment made was 6/29/2021 for $262.89.  There were no phone calls to the call center in the year 2021.  We see a payment made on directly our website 2/5/2021 and 3/31/2021.  Termination notice was mailed to the service address on 7/13/2022 and 8/3/2022.  Gas usage registered on the gas meter every month in 2021 and 2022 until meter was turned off.  The phone number on the account was attempted ************ but was disconnected.  The balance left on the account was $945.49 as of 8/3/2022.  Due to a construction project replacing pipelines in the area the gas meter was replaced 3/3/2023 but gas left off.  Gas meter reading on 1/22/2024 detected usage for the first time since 8/24/2022.  372 CCFs of gas has been registered on the new meter since install 3/2/2023.  We went out 2/6/2024 due to usage on the account when gas should be off.  Technician turned off gas and tagged door.  Balance paid on prior account 2/8/2024.  New request for turn on made and scheduled 2/12/2024 under *******************************.   

      Customer Answer

      Date: 02/09/2024

      I am rejecting this response because:   

      Atmos Energy was notified that the service at (*******************) needed to be shut off, atmos energy failed to do so after reports of a cracking wall that housed gas line and a possible gas leak.

    • Initial Complaint

      Date:02/07/2024

      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.
      When the Atmos Technician came, we were not there,because there was a medical emergency. There was no note on the door. When I called my home warriors and the guy came he saw the gas was shut off and meter had a lock on it.Home warranty charged me $175 without doing nothing because he cannot touch the lock.

      Customer Answer

      Date: 02/08/2024

      Since there was no heat when I came back from my Doctor's ************ I called CHW ************************ Since it was very cold that week, it took more than two days for CHW to respond. In the meanwhile I stayed out of the house for 2 nights and 3 days. My Room and Board charges $225. This was not claimed in my earlier correspondence with Atmos.

      My total claim towards this ordeal is $400. When I came back there was no note or call from Atmos that they shut the heat and locked the meter which is outside.Only when CHW technician came he found that was the case.bursement Request


      Inbox



      ******, Rhonda <****************************************************> Jan 29, 2024, 3:01?PM (10 days ago)

      to ************************









      Good afternoon,

      Please find attached our claim form that will need to be completed and emailed back over to us along with your supporting documentation. Once received, we will review and follow back up with you as quickly as possible.

      Any questions please feel free to reach out.

      Thank you

      *************************

      Claims Representative
      Atmos Energy Corporation
      ************ Office
      ************ Fax
      ****************************************************






      One attachment Scanned by Gmail








      3

      ************************** Feb 7, 2024, 2:44?PM (10 hours ago)

      ****************, We have reviewed your request and have listened to the call logs placed into our customer service. Regarding the **** reimbursement, per the call, o


      ************************;<************************> Feb 7, 2024, 3:20?PM (10 hours ago)

      to ******







      Thank you for the explanation. However there was no notice of why this was done. You are right, someone should be home. There was an emergency medical call and we had to leave for the appointment. When we came back there was not a note on my door. How long was the heat turned off and why did they put the lock on the meter?
      When the service technician arrived he told us about it. He said I cannot touch the lock,but I will have to charge you. Left the bill.If you are expecting the hotel bill from a friend I have not heard of such tthing.


      Hope you will reconsider and pay the bill submitted.


      Sharad

      Customer Answer

      Date: 03/03/2024

      I am out of the country. Receipt for CHW for $179 is already submitted to Atmos Energy.****** has this. Remaking amount is the compensation of not living in the house for two nights and three days.

      A total of $400 is the desired outcome.

      Customer Answer

      Date: 03/17/2024

      Report it to Public Profile.

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