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:10/24/2023

  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.

  Ongoing issue of receiving completely random usage and billing invoices from Atmos. Year after year, I complain. This past winter, I received reasonable gas bills only to be hit with a $700+ usage "adjustment" with no other explanation. Then, again, this summer, after receiving $44 bills....boom....outta nowhere, $263 bill. I confirmed that my meter is only occasionally being read. This has been an ongoing issue for YEARS. After ANOTHER complaint, I was told I'd be receiving a wireless meter, scheduled the install, 3 weeks later, after a no-call, no-show by Atmos, I'm told I'm not eligible for a wireless meter. Okay, cool, I see how you want to play. Now, because they have the belief that they can do whatever they want or don't want to do, I'll be filing a complaint with regulators at the state level. They've had ample opportunity to remedy my situation, which is as simple as reading the meter every month, and theyve failed, epically. Now we'll get regulators involved. They had their chance to play nice. I don't have a choice to switch gas providers and now they're going to realize they should have paid a little more attention when given the opportunity.

  Business Response

  Date: 10/30/2023

  The customer is currently outside of range of any wireless meter reading tower and is not eligible for a wireless meter reading device.  New towers are being installed all the time so this may change in the future.  Anytime a customer feels the read or estimate is incorrect they can contact our call center to submit a picture of the meter to be reviewed.  We can review the read and rebill you.  You may also compare the read on your meter with the reading on your gas bill to ensure you have not been over or under billed.  Please call ************ for more information.   

  Customer Answer

  Date: 10/30/2023

  I am rejecting this response because:   

  Reading the meter is YOUR JOB. I pay you to read my meter, not give an estimate based on nothing but a wild guess and then many months later "catch me up." Do your job. Read the damned meter. 

• Initial Complaint

  Date:10/16/2023

  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.

  Atmos Gas Company property damage claim #********.
  
  Atmos Gas came to my residence to locate a gas line in reference to electric utility work being done in the front yard of my residence.
  
  While doing so an Atmos employee damaged the water shutoff valve to my residence which caused a leak. The valve was not leaking prior to Atmos digging around the gas meter and water line.
  
  I contacted a licensed plumber who repaired the damage at a cost of $350.00.
  A claim was filed via online with Atmos. Claim #********.
  
  On October 16, 2023 a representative of Atmos who identified himself as Gerald ***** (telephone number ************) contacted me and advised in his opinion Atmos was not responsible for the damage.
  
  I am requesting assistance with recovering the $350.00 that was paid to repair the damage which in my opinion was caused by Atmos.
  
  See attached forms, invoice and pictures.
  
  Thank you.
  
  ****** ******

  Business Response

  Date: 10/17/2023

  Please file a claim at ************************************************************ and a claims representative will investigate the history of the account and respond to the customer with all details.

  Customer Answer

  Date: 10/17/2023

  I am rejecting this response because:   
  

  A claim was already submitted.

  Why are they requesting another claim?

  Clearly they sent an automated response to the BBB.

  Atmos Gas claim #********.

   

   

  Business Response

  Date: 12/27/2023

  The number referenced is a complaint file opened, no claim has been filed. The complaint file is noted: AGENT WILL CONTACT CUSTOMER AND PROVIDE WEBSITE INFO FOR HIM TO SUBMIT CLAIM.

  Please go to ************************************************************ to start a claim. 

• Initial Complaint

  Date:10/16/2023

  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 have tried to get this resolved on MANY occasions. They said they did their research but I have proof that they did not. I purchased this house in September of 2021 - And did not find out that I had a gas company until around March of 2022 - During that time period we did NOT have a heater, the only thing gas in our house at that point was a fire place that cannot be used since it is not fire code compliant. The water heater is 40 gallons. Our heater was fixed in January of 2023 - Which I have also the documentation for. Our meter was broken until March of 2023 & not accessible until March of 2023 - Which I will also provide phots for. Not to mention the fact that nobody from Atmos comes out to check the meters. I work from home, and have since I bought this house. All the phone calls that I have had with this company is that their "estimates" of our usage were confirmed, but nobody was able to see my meter for the first two years that we lived here. Below I am attaching photo evidence of the broken meter, my jungle of a yard that wasn't cleared out until march of 2023 & I can provide receipts, quotes, and the diagnostics of my heater being broken for the entire first year and half we've lived in this house. They shut it off without fixing anything, and without letting me know they had "resolved" the issue. The price needs to be reduced, and I will require that they come to my house for accurate readings every month since this continues to be an issue here. They knew in August of 2021 that this meter needed to be replaced. The fact that they think it is acceptable to lie is beyond me. I require assistance since I cannot switch my providers. And i require my bill be adjusted. Thanks

  Business Response

  Date: 10/17/2023

  The customer was disputing gas charges on the account in August stating the heater had not been working and they only had a hot water heater that ran on gas.  A technician was out 7/29/2023 that confirmed the fireplace is also run on natural gas.  The heating unit was replaced in 2021 and is electric ignition but is powered by gas.  Usage increases every winter and decreases in the summer months.  Meter was replaced 4/1/2022 but usage reflected on new meter is similar to old meter in the winter months.  Gas was left off at customer's request 8/13/2023.  With winter approaching and need for gas heat, the customer has scheduled turn on order for gas meter 10/19/2023.  No adjustments are warranted at this time.  

  Customer Answer

  Date: 10/19/2023

  I am rejecting this response because:   
  I have receipts proving that we were overcharged, receipts proving the meter was suppose to be replaced on august of 2021, not to mention the fact that we CANNOT use the fireplace because it is not code compliant- I have receipts from when the heater parts were replaced & when we first received quotes from companies proving our heater was not fixed until January of 2023 - the tech that came on site only checked the new meter and stated in this area they only do estimated billing for almost every single month. We had the meter put back on Tuesday & paid half a bill that I know we shouldnt owe. The complete lack of accountability on Atmos side is insane to me. I have provide pictures for this complaint as well proving there was no way until march 2023 that they were able to access the meter. I keep documentation of all progress to the yard & any appliances changed | past-present | there is no reason to keep going back and fourth on this when I can also request video footage to prove your Atmos guys do not come through this neighborhood to review meters. Please keep in mind I work from home & have worked from home for 4 1/2 years - I keep all documentation for my accountant & for whomever in the future purchases this house. The refusing to take accountability for lies, mistreatment, and overcharging does not sit right with me. I want a resolution. 

• Initial Complaint

  Date:10/10/2023

  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.

  Atmos energy assured me that my account had been connect. For 3 days straight I had no hot water, heat, and could not use my stove. After multiple calls and speaking to multiple agents I was advised that my services were active. I insisted on someone coming out to verify no breaks in the lines due to things still not working. After the technician came out, I was advised that services were not in my name. Now Im being told that an investigation has to take place and that I will be without gas until it is complete.

  Business Response

  Date: 10/17/2023

  Anytime an address is turned off for non-payment owing more than $200 and a new tenant requests gas service within 30 days, an investigation is performed to determine if any links can be found and to ensure proper billing takes place.  The investigation was concluded 10/13/2023 and gas is scheduled to be turned on 10/17/2023. 

• Initial Complaint

  Date:08/24/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  here are the numbers: current Atmos bill is $298. Last month bill was $51 and $57 before that. In the summer months only the water heater uses gas in my house. Fireplace and heat use gas in the winter. Why did my bill go up by 485% from previous month? Why did the bill go up by 345% vs last year's same month. Why is this current bill the highest one I've gotten so far since I moved to this house in ****? Why is my current consumption of 238CCF significantly higher than my past winter CCFs? Atmos came and checked my meter which they declared as ok, they checked for leaks and looked at my water heater no leak anywhere. So I called their supervisor for an explanation to this mind-boggling 852% increase in consumption from 25CCF in June to 238CCF in July. She said it's my water heater and I am not buying, it's either Atmos overbilled me by $225 compared to my previous historical consumption or they have been under-estimating my meter reading for months and now they want me to pay for it by slapping me with a gargantuan bill in conjunction with the typical summer sky high electric bills in North *****. You see, since ******************************************************************************************************************************* the winter. Now I have to pay my gas and electric bills in high $$$$ at the same time this month.But Atmos can't explain this "phenomenon" of 852% increase in my gas consumption which their supervisor is now blaming on my water heater. Shame Atmos, do better!

  Business Response

  Date: 09/07/2023

  All reads prior to **** 2023 were actual reads by meter readers.  The read in **** was estimated as normal for the summer estimation in the area.  The usage is way out of line for the customer.  No leaks were detected by technicians on two visits to the property.  Customer reported no issues.  A wireless meter reading device has been installed and programmed that will report daily usage going forward.  We have provided a courtesy adjustment of $200 on the account as we are not able to pinpoint the reason for the usage.  Please call us at ************ for any further questions.  

  Customer Answer

  Date: 09/07/2023

  I have reviewed the business response and accept this resolution. I still believe that the $200 credit is too low based on my historical usage. For example, my current usage is 15 CCF compared to last month's reading of 238CCF. $230 would have been more accurate but I appreciate Atmos for the credit nonetheless. I would be monitoring my meter from now on. 

• Initial Complaint

  Date:08/17/2023

  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.

  My problem is I'm on disability I had friends staying with me never helped with gas. Got them out tired to setup payment plan with Atmos but I wasn't able to do it not enough money coming in. At the time I would go online at Atmos try to make a payment but it wouldn't let me wanted three to four payments of 500 dollars. My service was never shut off. It got up to **** dollars payment options had changed so I was paying 200 a month ***** took office prices went up not able to keep up the payments last month was going to start 200 a month once more now Atmos has shut off my gas. Well once again they want half the bill paid. They will not help me will not tell me why they let my bill get this high. It should have been shut off second month not paid I was doing my best I could not good enough for Atmos. I received a bill telling me service could be turned off by the 21st of July oh they turned off around the 10th. I can get help with this anywhere I have tried and am still trying. How many people like me have they done this to. No way I can fix this before winter so Atmos is just going to let me and others like me freeze this winter company's that do business this way should have criminal charges put on them. America was never this way neither was our government. I will make sure my family, my friends and other groups no what is happening and if I do freeze Atmos will be getting sued and when company's do business like this criminal charges will be applied them. Thank you for listening

  Business Response

  Date: 08/17/2023

  *********** was disconnected 7/12/2023.  The balance is currently $1610.09.  We are not able to set up installment plans via this channel.  Please call us at ************ to discuss payment plans for reconnection.  

  Customer Answer

  Date: 08/18/2023

  I am rejecting this response because:   it's the samething unreachable payment plan I've contacted ******* no help I've reach out to several place even my bank no help the only thing is going to fix this is turn it back on let me continue paying 200 a month that's the only way I can make this work they will not do it.

• Initial Complaint

  Date:07/25/2023

  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.

  Date 7/24/23 An Atmos truck showed up at my house as I was driving out of my driveway. the Atmos employee said he needed to do an "audit". there was NO prior communication of any kind, before this guy showed up. I left for the day. When I returned I discovered the gas was turned off to my home. There is complete access to my gas meter without any obstructions. I have always paid my Atmos bills on time, NEVER late for over 6 years at my home. I have noticed many other customers with similar complaints. I believe there may be grounds for a CLASS ACTION LAWSUIT. This company has a monopoly on gas service in the ****** area. Their monopoly should be revoked and/or financial penalties should be assessed.

  Business Response

  Date: 07/25/2023

  All of the gas meters in this area are being converted to wireless meter reading capable meters.  When this happens the old meter that is not compatible is replaced with a new meter with the new wireless meter reading device.  The device allows us to read the meter remotely daily vs. the meter being read by human intervention each month.  This also eliminates estimations of meter readings.  Anytime the meter is turned off for any reason, in this case replaced, safety checks must be performed prior to reconnection.  To do this, technicians need access to the inside of the home and any appliances.  If there is no one at the home at the time, a door tag is left instructing the customer to call us to schedule a reconnection and a technician will return the same day to reconnect gas service.  In this case, a reconnection was performed the same evening when the customer arrived home.  For any further questions, please call ************.  

• Initial Complaint

  Date:07/16/2023

  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 called to cancel my atmos energy natural gas on July 11. Since my billing period ended July 7 I was charged a monthly service fee of ***** for those 4 days of service even though no gas was used. I think that amount is egregious and should at least be prorated. These dishonest utility companies are out of control.

  Business Response

  Date: 07/17/2023

  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 or the days of service.  Per our tariff with the ****************** public service commission, this rate is never prorated. 

  Customer Answer

  Date: 07/17/2023

  i canceled the service on 7/7/23 and received a bill for my monthly charge. The entirety of the bill the monthly fee even though no gas was used. I understand there are fixed costs associated with your business but $25 per household is too much for a person to check meters and run your office. Now I suppose I should question your entire business and take a deeper look into what these fixed costs pay. Whose salaries does this pay? How large of an office building and how many employees are being compensated with this $25 per household. Does atmos own the office building and land or rent? How many trucks do they run? What type of insurance? These are all questions I would like to see answered.
  

  the fact of the matter is that I enjoyed 4 days out of the month of your service and was charge for a month worth. Why am I contributing to one month of your office building cost? I believe I should only be responsible for a prorated amount. I will be discussing this with the mayor. 
  

   

• Initial Complaint

  Date:07/12/2023

  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 have been a loyal customer of ********************** for years, and I have always made efforts to pay my bills promptly. Unfortunately, due to my ongoing medical treatments and associated costs, I have faced significant financial challenges recently, due to a recent emergency surgery. However, when I reached out to your customer service representatives seeking ethical help, I was met with refusal and indifference. As a utility company serving the community, I believe it is your moral duty to provide support and compassion to customers facing challenging circumstances, especially those battling serious illnesses like cancer. This notice has caused tremendous anxiety and distress, further exacerbating the emotional toll of my current health situation. It is my sincere hope that you reconsider the disconnection notice and provide me with the necessary assistance to maintain essential utility services during this difficult time. I believe that together, we can find a fair and compassionate solution that upholds the values of empathy and social responsibility. I'm willing to provide documents to support my plea, and why I'm truly exercising a rough patch. I implore you to see the urgency and gravity of my situation. Timely action and empathetic consideration of my circumstances would provide me with much-needed support and alleviate the additional stress I am currently facing. I trust that you will take this matter seriously and address it promptly.I look forward to a positive resolution to this matter and sincerely hope that Atoms can demonstrate its commitment to serving its customers with integrity and compassion. Please keep me informed of the progress and any steps taken to resolve this situation.

  Business Response

  Date: 08/01/2023

  Customer was disconnected for non-payment 7/12/2023.  They made partial payment 7/17/2023 and set up an installment plan for the remainder of the balance.  Customer requested a medical certificate be on file which protects the account from disconnection for 30 days.  Our collection office contacted the customer 7/14/2023 and provided information on the form to have a doctor fill out and send back in.  Once the form is filled out it can be sent to **************************************.  The form has not yet been sent in.  The customer *** also contact ********************** assistance agencies that *** be able to help.  **************** can be contacted at ************.  **************** can be contacted at ************.  Catholic Charities can be contacted at ************. Grace ****** can be contacted at ************.  Tarrant County DHS can be contacted at ************.  Please call ** at ************ for more questions.   

• Initial Complaint

  Date:07/05/2023

  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.

  My complaint is regarding Atmos Energy's ************ Appliance Rebate' program. On March 27, 2023, I submitted an application for the program. I included documentation showing that I had purchased and installed two qualifying appliances in the past 12 months (as of the date I submitted the application), which include 1.) A gas tankless water heater ($250) and a Smart Thermostat w/ gas furnace ($75). I mailed the application the same day. Per the application instructions, I should have received a rebate check within 4-6 weeks. By that estimate, I should have received it no later than May 10, 2023. Unfortunately, I have not received the rebate check. I sent a follow-up letter to the same address on June 10, 2023, but also did not receive a response.

  Business Response

  Date: 07/05/2023

  Atmos Energy partners with a vendor to process rebates for customers.  We are not able to see status of applications directly.  Please call ************** to find out status updates.  

  Customer Answer

  Date: 07/07/2023

  I am rejecting this response because:  
  

  Per the company's last response, I contacted the phone number provided two (2) times today 07/07/2023 at about 9:41am CST. During both attempts, I was placed into a call queue for about one (1) minute, and then forwarded to a recording. I was unable to speak to a live person and my issue remains unresolved. Please advise.
  

  Customer Answer

  Date: 08/09/2023

  I look forward to receiving a robust response from the company.