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

  449 Whirlaway Drive Danville, KY 40422

• 

  ATMOS Energy

  3275 Highland Pointe Dr Owensboro, KY 42303

• 

  Atmos Energy

  1833 E 9th St Hopkinsville, KY 42240

• 

  Atmos Energy

  224 S 6th St Vandalia, IL 62471

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:02/05/2024

  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 received a bill in January for $288 from Atmos when my bills are normally $40-$100. I called them to see if meter is wrong or that I must have a gas leak somewhere. Because its just me and an 11 yr old. I was told that I paid $300 something dollars the following year in the same month. Yeah, during the freeze of last year I had a busted pipe and filed insurance claim, water mitigation was here for 3 weeks drying out my house. I was told to send in a meter reading and of course they said well its correct no one came out to see if there was a leak. I just received another bill this month for $460. So my bill has jumped another $150-170. Im so sadden that this company would estimate my bills based on a devastating incident from last year with 2 busted pipes. I told them that I have documents of insurance claim and the months that water mitigation was here drying out my house.

  Business Response

  Date: 02/08/2024

  All reads going back to September ********************************************************** technicians.  Customer sent picture of meter 1/6/2024 that read 2704 which was in line with prior read of 2680 on 1/2/2024.  Meter was read again 2/1/2024 at 2982 and then again by a technician visiting the property to check for any issues, read was 2995.  Customer has not been estimated and all usage billed to customer was previously consumed.  Usage is due to winter weather.  Keeping in mind this is the coldest billing period you have experienced in the last 3 years.  Not since early 2021 have we seen average temperatures this low.  The colder the weather is the harder the appliance works to maintain the temperature inside the home and thereby consumes more gas.  

  Customer Answer

  Date: 02/08/2024

  I am rejecting this response because:   I was told estimates were  made and this has nothing to do with it being colder its how much gas that I use and its no different then the previous months because I live alone. I had you guys send someone out to check if I had a gas leak because that would be the only reason someones bill will go up from $40 to $288 and then $460. This is being estimated from last year useage when I had a high bill of $323 because of freeze break and water mitigation running gas appliance for weeks straight. This is unacceptable to tell a customer your bill is higher because it was colder. This is not a solution at all.

• Initial Complaint

  Date:02/02/2024

  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.

  They came on December and changed out the meter and now my bill is twice as much. I called them and had no answer as to why?? I had not changed mu stove or water heater still same, no changes at all so, why is it higher?? Only difference new meter.

  Business Response

  Date: 02/06/2024

  A technician was out 12/5/2023 and noted a central heater with electric ignition at the property.  Technician installed a new meter with a read of 0000.  On 1/22/2024 a meter reader read the meter at 0069.  The customer then sent a picture of the meter 1/25/2024 to verify the read.  The meter read **** so the read was inline and 72 CCFs of gas had been used since 12/5/2023.  The customer was billed for 56 CCFs of gas from 12/19/2023-01/22/2024 when the average temperature was 44 degrees and heating would have been in use.  If you have any other questions please call ************.  

• Initial Complaint

  Date:02/01/2024

  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 bill from Atmos *********** was $101. more this month and I can't afford it. I'm 74 years old, retired and handicapped. I called them to find out why the bill was so much and was told they added 2 weeks of usages to the bill. I asked why and she said they did that to everyone! Well, I can't afford it and I want that money back.

  Business Response

  Date: 02/06/2024

  Due to the holidays in December and January the customer ended up with a 39 day bill cycle which contributed to the slightly increased usage on this invoice.  They were billed for 129 CCFs when the average temperature was 47 degrees. 

  The customer contacted us 2/1/2024 for an explanation on the bill.  
  
  Everything else looks normal and usage is due to winter weather.  Keeping in mind this is the coldest billing period experienced in the last 3 years.  Not since early 2021 have we seen average temperatures this low.  February 2021 when we had extreme weather the bill cycle was only 26 days and they were billed for 114 CCFs.  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 he can reference: *****************************************************
  
  Here are conservation tips from our website: ***********************************************************

• Initial Complaint

  Date:01/31/2024

  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.

  We have been customers of Atmos Energy at ********************************************************************** for 33 years. We received a bill for $380 for last month's service and knew this was double the usual cost at this time of year. After speaking with customer service we agreed that our meter was misread and agreed to make a (larger than needed) payment to keep our account in good standing. We were also told that this would not affect our good standing with them or our credit history. It was decided that our meter was 30+ years old and outdated. We scheduled service on 1/31/24 to have an updated meter installed. The technician never showed up for the appointment between ****pm. We called and we were informed that he was enroute at 4:30pm. When nobody ever showed up we called customer service at 6:00 pm only to be told they were closed. Now we can wait another day for service we guess???? Later we received an email letting us know that we have an overdue balance on out bill. We have always paid on time (or usually early) for 33 years. We would like interest for any overpayment made due to the erroneous meter reading as well as immediate service to upgrade our meter. If this effects our superior credit standing in any way we will also seek damages. Thank you...

  Business Response

  Date: 02/06/2024

  The meter was read at **** on 1/12/2024.  A picture of the meter was sent in by the customer 1/22/2024 and it read 8291.  A technician also went out 1/22/2024 and made sure all safety checks passed inspection.  The meter read 8292.  The reads were all in line with prior reads.  The tech did not note the meter needed to be replaced.  Customers can request meter replacements by appointment.  There were service orders open 1/25/2024 for a meter replacement but both were cancelled due to emergency orders in the area. Please call ************ to reschedule meter replacement.  

• Initial Complaint

  Date:01/29/2024

  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 12/14/2023 Atmos Gas dug two massive holes in my front yard one to repair a gas line that had been cut and leaking gas and to repair my waterline which they cut while making the gas line repair.. The on-site Atmos representative said that they would put everything back in place the way that it was. He did not offer any guidance. Ive made three calls to Atmos complaint section on 12/15/23, 12/22/23 & 1/17/24. They all assure me that someone will call me back in 5 to 7 business days to help solve this situation. No return calls have been placed to me. Damages were found by my irrigation company that the mainline was disconnected from the house line and that the check valve has been damaged and needs replacing, the meter box has been damaged and needs to be replaced. Beginning charges would be $1600. After those items are repaired, then we will need to check to see if there are any other repairs to the irrigation system. Since theres no water to it currently we cannot check that yet. I do not yet have a quote for the repairs to my landscape. I now have no more grass in the front yard and there are clods of dirt with tree roots sticking up in my yard. Its very unsightly. I do not have an estimate yet for those repairs. I do not have gas to my home, and never have from Atmos Gas. I do not have an Atmos Gas account number. Upon my first call to request repairs and reimbursement for these damages. Atmos provided me with a case number and a business partner number.I wish to have these repairs and/ or reimbursement to my irrigation system, water line ************* box replaced, and all landscaping repairs.

  Business Response

  Date: 01/29/2024

  Please file a claim here *********************************************************************** and a claim representative will get back to you.  You may include any case number already given to you and they will work with the Operations team to resolve.  

  Customer Answer

  Date: 01/30/2024

  I am rejecting this response because:   
  

  I was told that my first call to Atmos was my action of filing a complaint. Why do I need to complete a form with the same information when I have already filed a complaint over the phone.

  Additionally, I called back twice to see why I had not been contacted by the Atmos representative to assist with my issues.

   

  Customer Answer

  Date: 01/31/2024

  Claim was filed on 12:15/23 -

  Atmos case claim # ********

  Customer Answer

  Date: 02/07/2024

  See attached photo.
  BBB system will only let me add one photo at a time.

  please contact me to get repairs scheduled.

• Initial Complaint

  Date:01/27/2024

  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 had gas services provided by Atmos energy at a house I rented in ***** for almost 3 years . I moved out September 2023.The landlord stated he made the call to disconnect the service during this time However I had overpaid Atmos and wasnt aware even before I moved out plus charged again but Atmos without living at that property anymore . Not sure why bc my name wasnt supposed to be on the account anymore according to the landlord I was never aware or received ANY informatiion by email that I had overpaid Recently found out about almost a month ago I had overpaid Atmos A total of $300 I have called 4times , send an email . I was told the check was being sent a week ago . I called today and I was told they are yet to approve the refund not sure why This isnt a refund but a return of my money .Atmos customer service individuals have the impression they are doing everything to not return my funds I should have received my money back like last year. And it should have done immediately by them,They are being very resistant and tell me different versions every time I call. This is not Atmos money I was money that was taken from my account that I didnt and dont owe them anything.Please I help me resolve this . Clearly they have decided not to return my money even after my multiple phone calls and email attempts.

  Business Response

  Date: 01/29/2024

  The customer was moved out of the property as of 9/28/2023.  The last payment on the account was $300 on 5/17/2023.  Charges continued to be billed on the account with no payment on the invoices dated 6/9/2023 for $46.27, 6/22/2023 for $27.82, 7/18/2023 for $34.90, 8/15/2023 for $30.73, 9/15/2023 for $29.52, and the final bill 9/28/2023 for $25.86.  These debits left the credit amount at $-104.90.  A refund check for $104.90 was originally mailed to the service address 10/2/2023.  The check was not cashed and the customer provided new mailing address.  A new refund check was mailed to ***************************************************************** on 1/17/2024.  

• Initial Complaint

  Date:01/24/2024

  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.

  On 12/18/2023, Atmos Energy charged me $345.38, claiming my usage had almost tripled in comparison to the past six years I have lived at my residence. On 01/08/2024, I reached out for answers and was asked to submit a photo of my meter, which I did. They promptly decided it was correct so I reached out again on 01/09/2024. My usage tripling from previous cold months is far from normal. They decided maybe there was a leak and sent a tech out to check. The Tech informed me that the meter was programmed incorrectly and had read the December read incorrectly. I was told this would be resolved. On 01/10/2024 I called again to get additional answers and was told a stop pay would be placed to my account because **** was claiming I owed $523.12 for the January bill and my usage had almost doubled since the previous month. On 01/15/2024 I received notification that the payment was being withdrawn from my account, so I reached out to Atmos Energy the same day. I was informed the stop pay was placed incorrectly and that there were notes of the meter reading wrong from the tech. However, I was never told the correct read and still have not been told the correct read as of 01/24/2024. On 01/09/2024 I was also told it would take 10 days to resolve the issue, I reached out on 01/24/2024 and no one would tell me anything again. The account supervisor out of ********, who was incredibly rude and seemed to only want to prove me wrong, would not provide any information and just claimed it was currently "being looked into". This has been going on for 12 business days and seems to be more than enough time. The rep I spoke with before ***** said a refund was being issued for the $523.12 however since they have not resolved anything, I will still owe that even though it is being refunded.

  Customer Answer

  Date: 02/06/2024

  We are now on day 20... My last attempt to reach out was on 1/24/24 (Day 11) where I spoke to a very rude woman named ***** in Amarillo, she was supposed to be some type of supervisor. I was told a refund for the $500 charge was being processed. This was never refunded. ATMOS has taken over $800 from me and refuses to see a issue. I have been attempting to reach out before another bill hits and I am getting no where. ATMOS is refusing to give me answers muchless fix anything.

  Customer Answer

  Date: 02/06/2024

  On 2/06/2024 I made an additional attempt to reach out to Atmos because my next bill comes out soon. I was more or less told the read is right, clearly its something wrong with my appliances. I was told I'm lying about the technician who read the meter on 1/9 saying that the read was incorrect. I was told that wasn't in the notes and they have no idea what I am talking about. Although on 1/15 and 1/24 both individuals I initially spoke with said it was in the notes. I am being run in circles and ATMOSE see's no issue with the fact theyve charged me over $800 or that my usage is mysteriously doubling and tripling out of no where.

  Customer Answer

  Date: 02/13/2024

  In January, a tech came out and said my meter was programmed incorrectly and suddenly my February usage dropped significantly within normal range. Atmos Energy is still refusing to accept fault or refund my money or try to fix the issue. I have included a screenshot of the usage history. 

• Initial Complaint

  Date:01/21/2024

  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.

  Atmos Energy Technician did not properly turn on the gas for us. The technician claimed that he turned on the gas and suggested that the heater needed to be service. We paid $237 for two inspections on the heater and it turns out that the heater is fine. The reason why it didn't work was because the Atmos Technician did NOT turn on the gas properly. They eventually sent another technician and turned on the gas at our request. Nonetheless, we did not have gas for a month due to the technician's negligence. In addition, Atmos Energy charged us $114 for the month that we did not have gas service.

• Initial Complaint

  Date:01/21/2024

  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.

  So I called Atmos on the 16th and asked them about my bill because it seemed quite high. They said that they were sending someone to test for leaks. When we arrived home, we had a yellow note on our door telling us that our gas had been shut off because they could not get inside. We use gas for cooking, heating the home, and for the water heater. So after reading this, I called Atmos and they said they would send someone right back out. The first phone call was placed shortly after 8 PM on the 16th. At this time they stated that they were sending someone. I called again at about 9:30 PM, and again shortly after midnight, and AGAIN at 2:40ish (twice). FINALLY, someone showed up at 4 AM the next day!They stated that we had "leaks" and needed to have them fixed before they could turn the gas back on. We went to a hotel for three nights while we had our entire house re-piped.The plumbing company finished the work and contacted the city inspector. The city inspector was out within two hours (2PM), and upon completing his inspection, he contacted Atmos to let them know it was ok to turn on. We came home at about 7 PM and expected to be able to use the heater/ water heater/ stove, however, the gas was not turned back on. I called them at 8 PM and they said that they would send someone right over, and they would call me to allow me time to get to the house from the hotel. Nearly three hours later, I received a voice message stating that they were at the house waiting for 30 minutes. However, my Ring doorbell shows them pulling up, ringing the doorbell, then hanging a yellow card again. So today, I called at 8:14 AM, they said they were sending someone over shortly. At 11:05 AM when nobody had shown up, I called again. Same thing at 3:57 PM, 5:54 PM, and now 7:51 PM, and STILL NOBODY HAS SHOWN UP! We checked out of the hotel today because they assured us that someone would be here to turn the gas on, and now it is 29 degrees out and we are, literally, freezing.

  Business Response

  Date: 01/22/2024

  We show the reconnection order was called in 1/20/2024 at 8:25am.   This is an all day same day service order that is not scheduled with an appointment due to turning back on after emergency leak.  The order is worked by emergency on call technicians working on the weekend as we do not have appointments on weekends and it is worked in between emergency leak orders.  *********** was reconnected 1/20/2024 at 9:02pm.  

  Customer Answer

  Date: 01/22/2024

  I am rejecting this response because:   I was told several times that "someone should be there shortly"

• Initial Complaint

  Date:01/16/2024

  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 called Atmos energy on 1/12/2024. And mentioned I smelled a funny smell. They sent a technician out. And a leak was there. Service was shut off. Got a plumber to correct issue. The Atmos energy person stated I did not need a permit . It was a small leak. And a technician would be out that same day/night to turn gas back on. I waited all night called.. and was told no worries some one will be out there to ************* on. I called again 6 calls later; and was told oh you will need a permit and the ****************** will need to come and inspect the repair! No one ever stated any of this to me. It is a holiday weekend and the city will not be open till Tuesday. The temperature is dropping to 10 degrees. And Atmos offered no solution apology or genuine concern. It was their error. Now Im sitting in a cold house due to their mistake. This is cruel and shows no compassion. This company is massive.. so my complaint probably wont matter to them.

  Business Response

  Date: 01/31/2024

  *********** was disconnected 1/12/2024 at 11:39am due to leak and advised plumber would need to locate leak and correct.  Gas was reconnected after repairs on 1/13/2024 at 10:09am.