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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:01/15/2024

      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 needs to improve their gas delivery system in cases when the weather is declining. This is now the second incident when the temperature has dipped and we find ourselves with low gas pressure. Even though we have not lost power, we find ourselves without a working furnace, fireplace or kitchen appliances because we lost the pressure in gas to keep our gas appliances working during frigid temperatures. As a safety precaution our gas has been completely shut off due to their supply issue with no indication when it will be restored. There is nothing safe about this. Atmos should not leave their customers without a source of heat when it's 18 degrees outside and it's needed the most to keep people safe.
    • Initial Complaint

      Date:12/31/2023

      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 Gas has been working on a gas line at ************************* in the alley on the other side of the alley from my house. Gas has been leaking for over a week. They flagged it and never fixed it. I have a head ache from the gas smell. **** Shenandoah is a vacant home under renovation which makes it even more dangerous yet they refuse to give me any updates on when it is going to be fixed and refuse to turn the gas off. The gas should be turned OFF until it is fixed on a vacant property!!! The Atmos gas tech who came out and banged on it for 2 hours just made it worse and when I asked for an update he said there was no gas leak even though it was clearly still leaking. Then he had the audacity to threaten to turn my gas off even though it is NOT leaking. The customer service reps over the phone are worthless and tried to set up a gas leak at my house versus the house where the gas is leaking is happening. Atmos should be replaced with another gas company! They are run by incompetent abusive people who just create chaos versus being accountable fixing gas leaks.
    • Initial Complaint

      Date:12/19/2023

      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.
      We were on Seasonal Disconnec* *his summer. We reconnec*ed *o gas on 10 20 23. We received 2 immedia*e ******************* 1 for service 5/4/23 *o 9/21/23 for $378.72 we were shu* off during *his *ime Bill 2 for service 9/22 *o 10/20/23 *o*alling $91.08 we were on service for 1 2 day during *his *ime bu* were no* ye* using gas Have con*ac*ed Atmos many *ime via phone and email *o ge* resolved bu* *hey s*a*e *his backbilling is a new Tarrif *hey had no con*rol of. I asked *hem why we weren'* billed s*ar*ing in May *hen and *hey don * know. Une*hical *o surprise us wi*h 2 large bills *ha* we did no*hing *o incur.I have an i*emized spreadshee* breaking down *he cos*s if you d like i* emailed over.9/21 *o 5/4/23 $378.27. and *hen 9/22 *o 10/20/23 $91.08 We had *he gas *urned back on 10/20/23. And did NO *urn i* on un*il 10/23/23 This leaves $196.96 s*ill charged when we were disconnec*ed for *he season.Could you please credi* *his remaining *o*al back *o our accoun* Numerous con*ac* phone calls on 10/23/2023 10/31/2023 *o 12/5/2023 *o 12/11/2023 always a promise *ha* someone will call me back from billing on *he 3rd call i was *old a case was never s*ar*ed even *hough I ve called a few *imes already. Was finally given case 658 907 06 bu* s*ill have no* been con*ac*ed by phone as promised.emailed on 12/11/2023 , 12/13/2023 and 12/18/2023 In*ial email *hey offered *o credi* our accoun* $272.39 bu* *his s*ill leaves $196.96 uncredi*ed when we did no* have service. No reply *o 2nd email so I sen* a *hird.Sugges*ed Resolu*ion:Full credi* for charges. ano*her $196.96 credi*ed *o our accoun* fu*ure no*ifica*ion of charges when disconnec*ed bu* no* using service so *ha* cus*omer are no* suprised by large bills. We are a VERY SMALL Business *ha* is seasonal ******* and *hese large u*ili*y bills could close our doors permanen*ly since we do no* have sales consis*an*ly coming in during *he colder mon*hs.
    • Initial Complaint

      Date:11/29/2023

      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.
      On Nov. 12 our meter was hit by someone due to our meter being located in an alley way located behind our home. We immediately contacted Atmos and it took at least an hour for a technician to show. He repaired our meter but of course my bill(normally around $30) was $300. Agent said nothing she can do about it(except set up a payment plan), it's considered "on our end". Been an atmos customer many years and have never experienced something like this. Will now have to move after only living here 4 months because literally anyone can hit my meter due to it being in a high traffic alley behind my home( outside of my property fence). I am a disabled veteran living pay check to pay check on disability and have no control over my meter being hit due to its location. No christmas for my kids this year.
    • Initial Complaint

      Date:11/22/2023

      Type:Customer Service 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 building an extension to my house and need to know how the construction needs to be done in the proximity of a gas service line, including pouring a foundation. I am requesting collaboration from Atmos' field personnel so we can collaborate how to best plan and execute my construction in the proximity of the gas line. The only response I have gotten in over two weeks from their **************** line is that someone will contact me, but that does not happen. To resolve this all I am asking for is to be contacted from Field Personnel within the next few days, as my project is on Hold just waiting on this conversation. And I understand any related field work by Atmos may take longer to execute, but a prompt discussion would facilitate both their upcoming field work and my construction plans.
    • Initial Complaint

      Date:11/09/2023

      Type:Order 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 neighbor reported a gas leak, after Atmos coming over for 3 times, it turn out it was my house and I had no idea, when their technician ran their test we found out it was the costumer side, that night we turn off the gas, I called my builder immediately. The next day my builder send their plumber and found out my pipeline was leaking and needed to be replace, my builder made sure to get started on this job.. two days later the job was completed and passed inspection, right away I call Atmos energy to send someone to restore my services, guy came at 10:37am (I have it on footage camera) it was raining that morning didnt get off his truck and drove off at 10:38am When I called Atmos a few minutes later to find out why the guy left or if he was returning, they said their technician left a note in their system saying he was there for 30min (LIE) and that the plumber job wasnt complete , how can he know all of this if he didnt even get off the truck? Of course the job was completed. I said ok can you send someone else later on today, they said NO you need to reschedule (I havent had gas for 5days now temperature was dropping that night and they couldnt send someone back to turn on my gas, Your guy lie! Said he was there for 30min when I have cameras in my property,didnt get off the truck didnt check the meter! didnt knock on my door! didnt leave a note! and said the job from the plumber wasnt completely, because of that, I have to wait another night with a newborn and temperature dropping, with no hot water heat or able to use my stove for a decent meal for my family. I am your customer restoring my services after a leak should be an priority!

      Business Response

      Date: 11/15/2023

      We are showing the first reconnect order was opened 11/9/2023 for same day and the technician was on site on 11/9/2023 at 10:11am and noted plumber needs to reconnect customer line.  The next order was also opened 11/9/2023 to be worked 11/10/2023.  The technician shows on site on 11/10/2023 at 10:10am and noted customer was not home.  There is now an open order to reconnect gas for 11/16/2023 between 8am and noon.  Someone over the age of 18 does need to be home for the order to be worked.  For questions please call ************.  

      Customer Answer

      Date: 11/15/2023

      I am rejecting this response because:   I know all of this because I was there both times!! And your guy left and didnt even attempt to ring the doorbell. 
    • Initial Complaint

      Date:11/08/2023

      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 11/8/23, I received a call from Atmos Energy **************** rep ******** at *********. She contacted me via the phone number listed on my complaint ending in 46. I explained to her that I am calling to discuss final bill and to address the dates of consumption as I know that I was not using heat after March 2023. My two units have gas furnaces but everything else in my home is electric. Also, living ************ is a very hot and humid experience usually after March. therefore, I know consumption was not happening during the Spring.****** was very rude and kept reiterating my responsibilities as a customer. I requested to escalate since she and I could get on the same page and I was working at the time. I shared that I was at work and she began being sarcastic because I explained that I had a very important deadline and needed to end the call. My reason for sharing that I was at work was simply to let her know that I could not continue the back and forth. I need a member from Upper Mgmt to contact me. I would like to share my billing concerns and work towards a resolution.

      Business Response

      Date: 11/15/2023

      The customer had gas service from 11/21/2022 until 6/19/2023 when gas was turned off for non-payment.  The balance on the account is $490.01, no payments have been made on the account to date.  The meter has a wireless meter reading device attached that sends reads daily from the meter to our billing system.  Daily usage can be viewed when logged into the account on our website at www.atmosenergy.com.  We are showing the first month from 11/21/2022-12/13/2022 a total of 25 CCFs of gas was consumed when the average temperature was 65 degrees.  We are showing from 12/14/2022-1/13/2023 a total of 121 CCFs of gas was consumed when the average temperature was 53 degrees.  We are showing from 1/14/2023-2/13/2023 a total of 98 CCFs of gas was consumed when the average temperature was 55 degrees.  We are showing from 2/14/2023-3/14/2023 a total of 23 CCFs of gas was consumed when the average temperature was 67 degrees.  We are showing from 3/15/2023-4/14/2023 a total of 35 CCFs of gas was consumed when the average temperature was 65 degrees.  We are showing from 4/15/2023-5/12/2023 a total of 9 CCFs of gas was consumed when the average temperature was 70 degrees.  We are showing from 5/13/2023-6/14/2023 a total of 0 CCFs of gas was consumed when the average temperature was 79 degrees.  We are showing from 6/14/2023-6/19/2023 a total of 0 CCFs of gas was consumed when the average temperature was 85 degrees.  The customer also has an unpaid balance of $312.86 from gas service at ******************************** ******* **.  The balances would need to be resolved to reconnect gas this winter.   For further questions or to schedule reconnection please call ************.  
    • Initial Complaint

      Date:11/06/2023

      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 am writing to report a distressing situation caused by Atoms Energy's abrupt service disruption on November 23, 2023. As a new customer who recently moved into a new home, the sudden cutoff of our gas supply without warning has put my family, particularly my newborn and toddler, in a perilous situation. I currently owe no money to Atoms Energy for previous bills. I am a new customer.The inconsistent supply of gas, especially during the beginning of winter, is a severe deviation from the expected responsibility of a utility service provider. We have been left without the ability to heat our water or cook our food.Despite multiple attempts to resolve this issue directly with the company, their response has been unsatisfactory. Therefore, I am seeking the intervention of the Better Business Bureau to help mediate a prompt resolution.Atoms Energy initially stated that it would take 5 days to reinstate the gas supply. To send someone out to TURN A VALUE. This poses not only a severe inconvenience but also a potential health risk to my family. Especially to my newborn daughter and my toddler!Even after a formal complaint and discussion with a manager, the company's action to merely postpone the restoration by one day showcases a concerning lack of understanding and empathy towards the critical nature of our circumstances.I implore the Better Business Bureau to intervene promptly and ensure that Atoms Energy prioritizes the urgent restoration of our gas service to safeguard the safety and well-being of my family in this situation.Thank you for your immediate attention and anticipated intervention in this matter.***************************

      Business Response

      Date: 11/06/2023

      The prior tenant in the home requested a move out 10/5/2023.  Atmos Energy leaves gas on for 3-4 weeks waiting for any new tenants to request gas service.  If there have been no new requests for gas service, gas is turned off at the location.  Gas was turned off 11/3/2023.  **** gas was off new tenant *************************** contacted us requesting new gas service.  There is a turn on order scheduled for 11/7/2023 which was the first available appointment in the schedule.  Atmos Energy is unaware of any new tenants in the home until someone contacts us to let us know they have moved in and provides us with contact information.    
    • Initial Complaint

      Date:10/31/2023

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We moved into a home in Oct. 2022 and had all utilities turned on as directed by the rental agreement. When we enrolled for Atmos Energy for gas we paid a $150 deposit for being a "new member". We were told by **************** that came out to do a repair and they said we didn't have gas appliances and that he didn't know why we had the gas on, so we proceeded to cancel the gas since we were under the impression that we did not need it after that repair. We made the call to the local Atmos office and spoke to an agent in the store, and she confirmed that she was putting the order in to have the services terminated. We paid the balance that was on the account and were under the impression that the account was closed because we did not receive any other email communications.****** has arrived and we turned on the heater and there was no heat and then found out that the heater was gas after being told it was electric. When we called to get the gas turned back on the agent said that we owed them almost $500 because our account was delinquent and closed. This is a complete shocker seeing that we closed the account over 6 months ago. We spoke to multiple different people and there is no notification from the local office sent in to cancel the services. They agent is now denying that she helped us that day to close the account. How would we know that a representative is going to be on maternity leave if we did not speak to them? Exactly, so the agents and managers that we have spoken to have been extremely rude and are claiming that we just don't want to pay the balance when that is not the case at all. We do not think that we should be responsible for an employee error and then lying and denying that it happened so that she would not get in trouble. We do not have any issues paying our bills and what we owe and do not think we need to be treated like c*** and be charged this because someone else.

      Business Response

      Date: 10/31/2023

      We do not show any gas accounts with the name, phone, or email provided.  Customer did not provide a service address.  
    • Initial Complaint

      Date:10/28/2023

      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 needed gas at my new residence and Atmos is commonly used in my complex. So I started an account, my July bill was $132.51, that is fine because I understand that I am a new costumer. My August bills was $44.33, fine. I received no bills for September, but my meter was read. On October 11th, I received a call that my bill was higher that last month so they were just checking to make sure nothing changed. My October bill that is due November 1st is $887.53. I have called Atmos numerous times and at first was told maybe there is a leak, they came out checked -nothing (also turned off my gas so I was without it for 24 hours). Called again they said maybe it's your water heater, nope, water heater is working correctly. Now after speaking to yet another representative and supervisor I am being told that "something is using gas". Nobody knows what, but "something" is and I am responsible for the bill. My complex and I have checked the unit thoroughly and there is nothing inconsistent in the unit. Additionally if there were a leak in the unit, I my children and I would be dead but before that occurs, my leasing office would smell something, because they are currently working right below me. I have told each representative that this is unethical, irresponsible and unprofessional. All to which I am met with, "I'm sorry but there is something using gas and we have done all we can do". But, they also have never seen this amount of usage for a 3 bedroom apartment.

      Business Response

      Date: 10/30/2023

      We show the meter was read at **** on 7/10/2023.  It was then read at **** on 9/8/2023 indicating 441 CCFs of gas had been used for July and August.  The meter was then read again at **** on 10/6/2023 indicating another 220 CCFs of gas had been used in September.  A picture of the meter was submitted 10/19/2023 and it read **** indicating 97 CCFs of gas used in 13 days.  A technician visited the property 10/25/2023 to check for a gas leak and none was found.  The meter read **** on 10/25/2023 indicating another 54 CCFs of gas used in 6 days.  Some appliance here is pulling around 200 CCFs each month.  The prior tenant used around 50 to 60 CCFs in a month in the winter and 25 to 30 CCFs in the summer months.  The apartment below **** has used ***** CCFs each month since July.  Usage is apartment **** is significantly more than normal.  ****** leaks were found by ************** so we would suggest having all gas appliances checked for issues by a plumber or qualified contractor of choice.  Please call ************ for any further questions.   

      Customer Answer

      Date: 10/30/2023

      I am rejecting this response because:   it is impossible that that much gas is being used. My dog would be dead due to a gas leak and my children would be dead also, or very ill. I have a brand new appliances thay have been checked.

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