ComplaintsforAtmos Energy

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On November 13, 2024, my wife ********* called in to reestablish service at her commercial property located at ************************************************. Im very disheartened by Atmos energy business practice after being customers for four years between two residential properties ******************************************** and ***********************************. As well as being on time with our payments to this company for the four years to hear that my wife will be charged $350 to reestablish gas service at this location due to previous tenant and landlord not maintaining the gas service since 2020. As well as dealing with the city permits to obtain the green tag after a very expensive gas test by a plumbing company. This is just ridiculous that the customer service agent couldnt waive anything and just said within 10-months of good payments youll get a statement credit. I guess the only benefit the representative did is associated both locations to the one account. However, Im sorry we have 48-months of good payments, I think for that hey we are going to waive this fee or do something of you have a missed payment then apply it even a prorated thing. Its very unfortunate that the folks that dont pay yall penalized those who do what is right.

  Business response

  11/14/2024

  We reviewed the account and confirmed that the customer does have good payment history on a previous account. It is standard practice to charge a security deposit on a new commercial account, we have reversed this as a courtesy.  
  
  On the city inspections - that is a requirement of the city in which the business is located.  Atmos must comply with local regulations and ******** (as most municipalities do) require a city inspection when the gas services have been off for a period of 6 months or more, in most cases.  

  Customer response

  11/14/2024

  I have reviewed the business response and accept this resolution. 
  

  I appreciate the courtesy reversal on this. As well as understanding the need for the gas test to ensure plumbing is still within a good working standard. 
  

  Again, we appreciate the reversal of the charge and look to continue to be a good standing customer.

  Thank You,

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

• Initial Complaint

  11/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  A section of sidewalk was destroyed by our house when someone hit our gas line in July 2024. Atmos had to dig it up to fix the line. They were then tasked with fixing the sidewalk and when they did they broke our sprinkler line (which we just had fixed from previous people digging in our yard).I called in September to file a claim to get the sprinkler fixed. I was told I would be contacted about details by someone from Atmos. No one ever called me. Ive called 4 times to try and get some answers but have always been escalated to a supervisor that was never available to speak to me. No one has contacted me yet about any details to fix the sprinkler. I live in ***** where sprinklers are a must to maintain yards under HOA standards. I am frustrated that no one has even tried to contact me in the 2 months of trying to get my sprinkler fixed.

  Business response

  11/11/2024

  We reviewed the account and can confirm there was a gas line that was cut while a telecom company was digging without our prior notification.  We have contacted our field team to confirm if the damage sustained to the sidewalk and sprinkler system was due to the telecom contractor, or our repair crew. 
  
  We do not show any communication on this account, whether by phone, email or the online account center. Again, we have reached out to our local field office (case #********) and will update with the findings and any appropriate corrective action based on such.

  Customer response

  11/11/2024

  I am rejecting this response because:  I have reached out to the business FOUR times. They have records of my calls per the last three people Ive spoken to and all have escalated my concerns to supervisors but I have yet to receive ANY contact from Atmos. Ive double checked the information including phone number on file for the claim and it is correct. All they need to do is contact me. They have not. 

  Business response

  11/12/2024

  The local office has been handling this claim and that is the reason the ************************ has no record of calls.  The Operations Supervisor stated he called and spoke to her today and getting the issue addressed.

  Customer response

  11/14/2024

  I have reviewed the business response and accept this resolution. ***** has finally reached out to resolve the issue. A company is due to take a look at the damage on 11/15 and move forward from there. Thank you

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 19, 2024, ****** with Atmos Energy, left a voicemail stating that they came to my home to do a normal monthly reading two days prior. He stated that the reading was "a little bit higher than we used for this time." As the result of the higher than normal reading and since no one was home they shut the gas off. When my wife got home she noticed that the gas was off and contacted me. I informed her that the bill was fully paid with a 0 balance. She then noticed a door tag from Atmos Energy asking for us to call us concerning the shut down. My wife called them and they informed me that they would send someone out to reconnect the gas. The technician came out that evening to reconnect the gas. He informed me that the meter was constantly spinning but there was on gas leak. He installed a new meter. A couple of days later, I received my gas bill online and it stated that this months (August) **** was $1,115.80. As a point of reference, the July bill was $96.73. I then called to get some clarity and was told by ***** that they would investigate. I have called back several times since then to no avail. On September 4th, I called back and ******* informed me that the bill was correct. I asked her for proof of her investigation and she informed me that they do not provide anything in writing concerning the investigation. I do not believe this is my bill and am complaining that Atmos Energy is overbilling me.

  Business response

  09/06/2024

  We have reached out the customer and awaiting a call back from the customer. 

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I requested that my Atmos Energy gas be turned off because I received a bill that I didnt agree with and the subsequent resolution. Since then I have contacted Atmos Energy call center regarding the refund of the balance of my deposit on numerous occasions but have been told one story or the other. 07/09 - called to check on my refund of $51.39 - was told the check was returned because of address. Gave agent the correct address and she said the check was going to be remailed and that I would receive it in 10 business days. 07/26 - was told balance was refunded to my credit card - checked with bank, not true.07/29 - was told a trace would be initiated, and to expect a call in 3 to 5 business days - they never called.08/05 - was told there was a note stating that a request for a new check should be submitted. She confirmed my mailing address which included my apartment number.08/12 - was told the check had already been mailed and the agent confirmed my mailing address which included my apartment number.08/19 - was told the check was mailed on 08/06, and that it takes 10 business days for it to arrive and that 08/20 was going to be the 10th day, so I should wait.08/22 - was told by the agent that shed just realized that the check was mailed to an incorrect address and that they were expecting the check to be returned because theyd forgotten to include my apartment number. I told the agent that my correct address had been confirmed twice and how come they just found out that theyd made a mistake. I asked to go pick up my check but she said that was impossible and that Id have to wait for a new check which is going to take 5 to 6 business days to process and an additional 10 days in the mail.I dont know whats going on but I dont believe theyve made any attempt to mail my check because they believe Id be reconnecting in the winter. However, thats NOT going to happen. Im never doing business with Atmos Energy again. I just need my $51.39.

  Business response

  09/04/2024

  We have sent an email to the customer since we have been unable to reach him by phone.  

  Customer response

  09/04/2024

  I am rejecting this response because:   They never attempted to reach me by phone and I've not received any emails from Atmos energy.

  I called Atmos energy on 08/30 and was told there was a note stating that a new check could not be issued before 09/09, and that I should call back after 09/09 to know the status of the check.

  The agent stated they were expecting to receive the voided returned check by 09/09, and a new check would ONLY be issued after they have received the voided returned check.

   

   

  Customer response

  09/04/2024

  they sent an email after I'd already received an email from BBB. They asked in their email if I'd received the (voided) check over the weekend. That's the same check they told me they'd sent to an incorrect address and were expecting it to be returned.

  Business response

  09/05/2024

  We will be calling you again shortly at Daytime Phone: **************. 
  
  

  Customer response

  09/08/2024

  A mail dated 09/05 was supposed to have been delivered to my address on 09/07. However, I cannot verify the content of the mail because I'm currently overseas until 09/18.

  Business response

  09/10/2024

  The refund check was sent via Fed Ex late last week. We are trying to confirm it has been received.

  Customer response

  09/18/2024

  I have a check from the business and accept this resolution. 

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 26, 2024, Atmos Energy turned off my gas due to an outside vendor breaking the line. My wife and I were not contacted or notified of the incident. We did not have any warm water and called a plumber to inspect our hot water heaters. They would not work, and we purchased new ones on July 25, 2024. Only after the new ones did not work did we realize our gas was turned off. We spent $4,600.00 on new heaters for no reason. I immediately called Atmos and was told yes, we turned it off and was waiting for you to contact us to reconnect your system. We were also told a form was left on our door, and this was not true. On Friday, July 26, 2024, they sent a representative to our house knowing we were not there to turn on the gas. He did leave a note on the door which was very visible.Later that evening, a technician did come back to the residence and turn on the gas and ensured the pilot lights were lit, and water was in a warming mode.Our dispute is we were not properly notified of this incident and could have avoided purchasing hot water heaters ($4,600.00). We believe Atmos Energy is partially responsible for this happening and requesting a third of the cost spent on the new heaters ($1,533.33). We filed a complaint with the company on Friday, July *******, and have not heard back from them.

  Business response

  08/15/2024

  Good morning, 

  We have been in contact with our claims department who has reached out via phone and email on August 9th, and again on 08/14/2024.  Please let us know if you have not received this communication.    Atmos Energy appreciates your business. If we can be of additional assistance, please contact us at **************. Business hours are MondayFriday 7 a.m. to 6 p.m. (Central) on normal workdays. We are available 24 hours a day for emergency services.
  
  Best regards,
  Atmos Energy Corporation

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am rarely at home. I never use hot water when I am at home. The only apparatus in my home which utilizes natural gas is my water ********* bill has increased from $40 to $44 to now $50. I have inquired about the increases in my bill with a customer service representative and did not get a straight answer about the basis for the ongoing increases. Either I am paying someone's gas bill along with my own bill or an employee of Atmos Energy is skimming off of the top.Either explanation is unacceptable.Based on my review of other BBB complaints against Atmos.I am not the only customer who is continuously being overcharged.I am considering replacing my gas water heater with an electric water heater to eliminate Atmos Energy from my life for good.

  Business response

  08/08/2024

  Thank you for reaching out regarding your concern, 

  After reviewing the consumption at your property, the gas consumption is 6 units of gas, the majority of the statement is from the Customer Charge.  The customer charge breakdown is on the left side of your bill explaining how it is calculated.  

  The customer charge on your bill reflects a basic charge of $18.85, a Conservation and Energy Efficiency surcharge of $0.05, a 2018 GRIP surcharge of $2.84, a 2019 GRIP surcharge of $4.71, a 2020 GRIP surcharge of $4.54, a 2021 GRIP surcharge of $5.15, a 2022 GRIP surcharge of $5.09, and a 2023 GRIP surcharge of $6.73, for a net customer charge of $47.96. The Gas Reliability Infrastructure Programs Surcharge (GRIP) is a surcharge to recover the costs of utility plant
  projects that have been completed since the last rate case pursuant to Texas Utilities Code Sec. *******. This surcharge will appear on your bill until it is rolled into regular rates following the next rate case. For more information about your bill, visit *********************************************************.

  Atmos Energy appreciates your business. If we can be of additional assistance, please contact us at **************. Business hours are MondayFriday 7 a.m. to 6 p.m. (Central) on normal workdays. We are available 24 hours a day for emergency services.
  
  Best regards,
  Atmos Energy Corporation
  

  Customer response

  08/09/2024

  I am rejecting this response because:   Within the previous 3 billing cycles my bill increased from $40, to $44, and finally to $50.

   

  The surcharges referenced in the Atmos response are not new surcharges.  I am asking for an explanation for the $10 increase which excludes the referenced surcharges.  As mentioned, the surcharges have always been part of the equation.

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Atmos Energy is not reading the meter correctly. Overcharging for gas when gas meter is turned off, For example Atmos sent me a $300 dollar gas bill when the gas meter is turned off, gas is not being used and the house has been unoccupied for many months. This has happened 4 times to me and this could be happening to other homeowners.

  Business response

  08/01/2024

  Thank you for bringing your concern to our attention.  We are able to see that the account was corrected on 07/16/2024, and an email response sent detailing the correction.  We will forward this to the appropriate department to assist in ensuring accuracy in our monthly readings.  

  If we can be of additional assistance, please contact us at **************.  Business hours are MondayFriday 7 a.m. to 6 p.m. (Central) on normal workdays.   We are
  available 24 hours a day for emergency services.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In July 2023 we received a bad [high] meter reading from Atmos Energy. They eventually acknowledged the bad reading and corrected our bill. In December 2023 we received ANOTHER bad meter reading. Atmos Energy acknowledged the meter had a problem and replaced it. However, they are attempting to charge us based on the bad reading from the bad/replaced meter an/or the gas lost when the meter was physically replaced. They have invoiced us an erroneous amount of $640.18, which is in dispute. We have spent DOZENS of hours on the phone with Atmos Energy. They promise a full audit, but the only feedback we receive is when they send us Termination Notices. The $640.18 has been in dispute since December 2023 and we are short-paying our bill by that amount. We need assistance in getting Atmos Energy to follow through with their audit and billing correction. Their use of Termination Notices as the only means of communication on this matter feels like extortion.

  Business response

  07/30/2024

  Good afternoon, 

  Upon researching the address in question, We see that in December you received an invoice for 387 units of gas for $640.18, at that time we received a call from your home to check or an emergency.  On 12/15/2023 we were unable to get the pressure to hold on the lines from your house to the meter.  We have on record this home using 46 units from 12/12/2023-12/15/2023.  **** services were turned back on we advised that the charges would stand due to the gas being passed through the meter to your side of the lines.  **** reviewing the appliances at the home, there are many that are ran on natural gas.

  We can also see that there have been prior months in the past where the account has used around the 387 units a month in question.   For instance,  in February of 2022 there were 399 units of gas billed, 358 units in Januaary of 2023, and 301 units in february of 2024.

  The account is past due and we can work out installment plans, if needed, by contacting us at **************.

  Thank you,

  Customer response

  08/05/2024

  I am rejecting this response because: The incomplete and inaccurate response from Atmos Energy is precisely what we've been dealing with for over 7 months now; hence the need for our BBB engagement. After the erroneous conclusion that we failed a pressure test, Atmos sent another ********** to our home THE VERY SAME DAY (hours later). The second ********** concluded our house passed the pressure test and our service was immediately restored, without any need for corrective action or work. Both the second ********** and a senior manager at Atmos Energy confirmed our meter reading looked wrong and speculated gas was lost when Atmos Energy replaced/updated our meter in December 2023. As previously stated, we had a "bad" meter reading in July 2023 - a bad reading that Atmos Energy proactively acknowledged and corrected. After numerous hours on the phone with leadership at Atmos Energy, we have been promised a full audit/analysis of our December 2023 situation. Furthermore, Atmos Energy has promised on numerous occasions they will contact us with the outcome of their audit/analysis, yet no audit transpires - in fact no communication after countless hours of discussion. In fact, the ONLY form of communication we receive from Atmos Energy is continual service termination notices, which essentially amount to extortion. We are calling into question Atmos Energy's business practices and seek BBB support to require Atmos Energy to follow through with their promised audit/analysis - and communication of those results.

  Business response

  08/05/2024

  Thank you for reaching out, we have listened to the phone calls on 12/15/2024.  On the first phone call we spoke with **** ********* who stated he had a plumber working on the leak now and asked for an adjustment due to the high bill from the leak, we advised when there is a leak on the customer's side there would not be an adjustment.  Later the same day we received a call from a ****** ********* who stated the plumber was able to isolate the leak and requested to get the gas turned back on. The charges on the account can be set up on a payment plan if requested, please contact us at **************.  Business hours are MondayFriday 7 a.m. to 6 p.m.(Central) on normal workdays. We are available 24 hours a day for emergency services.
  
  Atmos Energy appreciates your business.
  
  Best regards,
  Atmos Energy Corporation
  

  Customer response

  08/13/2024

  I am rejecting this response because:   This is the same response they offered us, which at this point only affirms that at best there is gross incompetence, at worst, this proves deceitful business practice.  We are very concerned.  What are our fellow neighbors subjected to with this haphazard billing and service?  Over the past year there have been many recordings of many conversations between us and Atmos stating there wasn't a leak.  There has been countless hours of conversations and recordings that need to be reviewed.  After ***** (Atmos tech) turned off our gas, the plumbers initially told us we'll find the leak, we can fix it.  We then called Atmos to say please turn us back on, they will find the leak (this is the one call that is being offered as evidence).  Four hours later the plumbers left and said there wasn't a leak.  Atmos came back later that night and turned us back on "our gas held the line" .  It stood to reason ***** (first tech) was wrong, this was another case of our faulty meter.  Atmos replaced our meter on 12/15 which is the same day ***** first tests the line.  The erroneous reading (i.e., inflated bill) occurs prior to 12/15 the new meter and ******* test.  We called Atmos to say bill is inflated, they send *****, ******* test is wrong. No one is auditing the erroneous reading prior to 12/15.

  Important factors and data that you will find in phone conversations that should be reviewed -- include but are not limited to:

  1) most importantly the initial call with Kelsee on 12/27/23 who wanted to partner and help as she noticed something was amiss.  She created a case# ********

  2) when first tech ***** came to test our line because our bill was too inflated -- it was on the same day (12/15/23) new meter was installed -- they are not auditing the jump from 71 to 700 units leading up to replacement of faulty meter
  

  2) there was never an odor inside the house -- that the original tech ***** may have been wrong in turning off our gas -- they concede that first test could have been inaccurate

  2) our plumbers never found a leak -- the second tech turned us back on saying the line held fine - what created jump from 71 to 700?
  

  2) multiple calls ending in that they would conduct a thorough audit as they see we did have a faulty meter in July, etc... 

  3) the jump in units from 71 to 700 was similar anomaly found back in July --  the inflated bill was due to (the already confirmed) faulty meter

  The question remains:  what created a jump in usage from 71 units to 700 if not their faulty meter/erroneous reading?   There were multiple promises of an audit over the past months and not one follow-up, email, letter or phone call ensued.  The only thing that was sent was a threatening, extortionary letter saying they would cut off service.   After receiving one of these letters we  call to ask how our case is being handled and then the cycle begins again with the business office pointing to field operations.  What needs to be answered is the following;  What created the jump from 71 units to 700 (if not the faulty meter) which they themselves replaced on Dec 15th.

  Remembering Atmos themselves caught our faulty meter issue already once, a few months earlier, in July.
  

  The fact that in July '23, our faulty meter created the same inflated usage and they themselves caught the error and correctly adjusted our bill.
  

   On multiple occasions Atmos leadership promised a full investigation and audit of the situation we describe. We deserved the courtesy of this investigation, audit, and COMMUNICATION of the results but at this  point Atmos needs to credit us the December '23 bill.  I would also ask that The public utility Commissioner be apprised of our entire case as we feel this will benefit others.
  

• Initial Complaint

  07/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Worst service i ever had. I had a gas leak on a Friday morning. Atmos came out and turn off the gas to my house immediately. I had a plumber fix the leak and had inspection at 8am on Monday. I was given a time to have Atmos come to return service. No one arrived in that time frame and never received a call. Called customer service to complain and they said we can have someone come tomorrow morning between 8-12 but noted the account for first thing in the morning. Delayed going into work to meet the tech. received a call from Atmos at 10 that the tech was on the way. IT's after twelve and still no tech. **************** says there's nothing they can do. It's been five days since the leaks been fixed and two days Atmos has been saying they will come out and nothing.

  Business response

  07/30/2024

  *******************************, 

  We apologize about the situation you encountered when restoring your gas service after an emergency.  I show that as of 07/16/2024 services have been restored to the property.  We will review the calls for learning opportunities for our emplyoees going forward.  Please feel free to reach out to us if you have any further questions at **************.

   

• Initial Complaint

  07/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Atoms energy was rude as we were trying to solve an issue. I spoke with a woman ***** on the phone and she stated that if I paid half the bill my daughters gas wouldnt be shut off. I asked her this twice then paid the amount. She then called back and said the gas was turned off. I was upset and asked to speak to a supervisor and she refused multiple times. I asked to speak to anyone else and she said no theres no one else. My daughters online account shows a zero due balance but they are saying shes delinquent in payments I asked her how thats possible and she couldnt explain it.

  Business response

  07/30/2024

  Thank you for taking the time to reach out to us on your recent experience.  We have called and left a voicemail to the number provided, and also a follow up email to the email address provided.  Please let us know if you have any further questions, we appreciate your business, our customer service department can be reached at **************.  

   

*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. ↩