Complaints
This profile includes complaints for Atlanta Gas Light Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 45 total complaints in the last 3 years.
- 11 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/08/2025
Type: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: July 08, 2025To Whom It May Concern,I am writing to formally file a complaint against Atlanta Gas Light (a subsidiary of Southern Company Gas) regarding damage to my **** system following gas line work performed at my home on September 7, 2023, under Claim No. GC235828.On the day in question, a field technician from Atlanta Gas Light entered my attic to replace a gas line due to reported leaks. At the time, both of my **** units were fully functional, and there were no signs of water leaks or mechanical issues.Shortly after the technician completed the work:- My furnace and air conditioning system stopped cooling.- A *** pipe near the newly replaced gas line was visibly broken and left unsecured, causing drainage failure and water overflow from the **** system.- This has led to water damage inside my attic, as well as repeated tripping of the circuit breaker and functional failure of the system.Despite the technician admitting that something was tight and that he had to break it loose, and despite the proximity of the broken *** pipe to the replaced gas line, Atlanta Gas Light has denied responsibility, stating that the damage is unrelated to their technicians work.Supporting Evidence:- The *** pipe is still visibly broken and unsecured, located directly next to where the technician performed the gas line replacement.- My **** system was working properly immediately before the gas company arrived.- There is now active water leakage into my **** drainage pan, which did not exist prior to the visit.This response is not only unacceptable, but also dismissive of the clear and verifiable physical evidence. I am now left with:- An inoperable **** system- Potential ceiling and insulation damage- A costly repair that I believe should be covered by Atlanta Gas Lights liability policy
Business Response
Date: 07/17/2025
Good afternoon,
We hereby acknowledge receipt of Better Business Bureau complaint ******** regarding Georgia ****** claim of damage to the central heating system, which is alleged to have occurred as a result of repairs performed by Atlanta Gas Light on September 8, 2023.
A comprehensive investigation was conducted following the receipt of the complaint. The findings indicate that Mrs. ***** contacted Atlanta Gas Light on September 7, 2023, at 12:47 PM to report a gas odor within her residence. Atlanta Gas Light promptly responded and initiated an investigation of the reported gas leak at ******************* on September 7, 2023, at 1:09 PM.
Atlanta Gas Light identified a gas leak outside the premises at the meter set, located before the regulator. The meter set was disassembled and retightened to complete the necessary repairs. Following the repair, the meter was retested, and no further gas leak readings were detected.
In addition to the exterior inspection, Atlanta Gas Light examined the natural gas appliances inside the premises. Gas leaks were found on the appliance cutoff end and the ** regulator end fittings, which utilize a female/male combination. Technicians addressed the issue by replacing both fittings and installing a new flexible gas line. A subsequent retest confirmed that no further leaks were present.
The central heating systems were also evaluated for gas leaks. Atlanta Gas Light noted that sediment traps were correctly installed on both systems. However, one unit had a leak at the appliance cutoff valve, and the second system showed a leak at the trap pipe connection (jam nipple) to the valve. Repairs were completed by installing a new cutoff valve on the lower right heating unit and replacing the jam ****** with a 2-inch ****** on the upper left unit. Final testing showed no additional leak readings. The leak investigation was completed at 5:21 PM.
On September 8, 2023, Mrs. ***** placed a follow-up phone call regarding a burning odor emanating from her central heating system. Atlanta Gas Light responded at 10:36 AM to investigate the concern. The team conducted an inspection and applied soap solution to the appliances to check for the presence of a gas leak. No gas leak was detected, and it was determined that the repairs performed on September 7, 2023, were completed correctly.
During the onsite visit, Atlanta Gas Light observed water accumulation in the drip pan of the first-floor unit. The runoff PVC pipe remained intact; however, the source of the water leak could not be identified. It was noted that water leakage occurred when the air conditioning system was operational. Atlanta Gas Light communicated these findings to the customer. The customer expressed dissatisfaction and alleged that the company was responsible for the water leak. After completing the inspection, Atlanta Gas Light confirmed that the property was safe.
Following the inspection, Atlanta Gas Light was contacted by ****** EMC on September 18, 2023, acting on behalf of Mrs. ****** The representative from ****** EMC relayed that Mrs. ***** had reported potential damage to her water line by Atlanta Gas Light during the initial leak investigation conducted on September 7, 2023. ****** EMC was provided with the contact information for Atlanta Gas Lights claims department.
Atlanta Gas Lights claims department subsequently investigated Mrs. ****** concerns. Their findings are as follows:
Summary of Customer Complaint and Investigation
Mrs. ******* ***** reported the smell of gas outside her home while mowing her yard.
On September 7, 2023, Technician ******** conducted a leak investigation and identified three gas leaks: one outside at the meter set before the regulator; one at the ** regulator end fittings; and one inside at the central heating (**) units in the attic. Repairs included retightening the meter set, replacing ** regulator fittings, and installing a new flex line. Additional repairs were made to the ** units: a new cutoff valve was installed on the lower-right unit, and a jam ****** was replaced with a 2-inch ****** on the upper-left unit. All repairs were confirmed with no further readings.
******** also identified water overflow in both furnace drip pans, attributed to frozen coils. Shimmy traps were replaced, and the units were retested.
The following day, Technician ****** responded to a second complaint of gas odor. No additional gas leaks were found. He observed excess water in the attic furnace drip pans, noting possible coil condensation or drain line backup, which he indicated was unrelated to the prior gas line repairs. The customer became irate and alleged the previous technician caused damage.
Supervisor ****** ***** reviewed both technicians reports and confirmed no damage to the furnace was caused by Atlanta Gas Light. The condensation line and coil were not adjacent to the gas line repaired.
Mrs. ***** later had ***** Services inspect the **** system, which recommended replacement due to the units age (19 years) and refrigerant phase-out. The average **** lifespan is 15 years.
Customer Request for Compensation and Resolution
Mrs. ***** requested:
Reimbursement for **** diagnostics, repair, and refrigerant
Repairs to ceiling and structural water damage
Water remediation and electrical repair costs
Written resolution from Atlanta Gas Light or Southern Company
Inspection of any potentially unsafe or non-code-compliant components
Claim Determination
The claim was denied based on technician and supervisory findings, which concluded that water damage resulted from pre-existing **** issues unrelated to gas line service. The unit's age and condition were key factors in the system's failure.
Mrs. ***** was provided with written notice upon completion of the investigation. On July 16, 2025, at 10:31 AM, I contacted Mrs. ***** by phone to review the case findings and offer courtesy credit. During the call, Mrs. ***** reported detecting an intermittent gas odor inside the home. An emergency gas leak order was issued, even though Mrs. ***** could not be present for the visit. It was explained to her that the natural gas service would be disconnected at the meter. Mrs. ***** acknowledged this information. She was advised to contact Atlanta Gas Light when either she or another adult aged 18 or older is available at the premises.
Mrs. ***** indicated that courtesy credit would not be sufficient and requested that the claim be reopened. She stated that Atlanta Gas Light is responsible for $106,000 in damages. Mrs. ***** also requested the names of all parties involved and began recording the conversation, noting that she would provide the information to her attorney. I informed Mrs. ***** that I would need to disconnect the call and supplied her with contact information for the legal department, advising her on how to request a subpoena for documents or records.
I have informed our claims department of the latest updates regarding Mrs. ****** claim, and as such, I am proceeding to close the case. Since a resolution could not be reached with Mrs. ****** she has been provided with my direct contact details should she require any further assistance or have additional questions.Customer Answer
Date: 07/17/2025
Complaint: 23570893
I am rejecting this response because:I strongly dispute Atlanta Gas Lights response. I never stated that I was represented by an attorney I simply said an attorney was reviewing my case. The representative falsely claimed she disconnected the call. In fact, I have a recording of the end of our conversation, where she promised to call me back later that day with an offer due to my poor experience. She never did. Multiple witnesses were present on ************ and can confirm this. The representative was also aware the call was being recorded.
I am formally requesting the official recording of the July 16 call around 10:31 AM and a correction to the written summary submitted to the BBB. Their response is inaccurate and misleading. This matter is not resolved and should remain open.
Sincerely,
******* *****Business Response
Date: 07/31/2025
Good afternoon,
We hereby formally acknowledge receipt of Georgia Wylies rebuttal to Atlanta Gas Lights response concerning Better Business Bureau complaint #********.
Mrs. ***** presented a differing account of the events that occurred on July 16, 2025. She stated that she recorded the phone conversation on that date and provided the following description of the interaction:
I stated that an attorney was reviewing my case. The representative indicated that the call had been disconnected; however, I have a recording of the end of our conversation, during which she said she would call me back later that day with an offer. I did not receive a follow-up call. There were multiple witnesses present via speakerphone who can verify this, and the representative was informed that the call was being recorded.
In light of this, Mrs. ***** has formally requested access to the official recording of the July 16 call at approximately 10:31 AM, as well as a correction to the written summary submitted to the BBB. She asserts that the response provided does not accurately reflect the events as described and considers the matter unresolved.
Atlanta Gas Light received a related complaint from the ********************************* on July 8, 2025. In response, the company conducted a review by gathering claim details from the assigned adjuster and examining service visit notes dated September 7 and 8, 2023.
On July 16, 2025, at 10:31 AM, a Customer Relations Representative contacted Mrs. ***** to address the concerns outlined in her complaint. The call lasted 1 hour, 43 minutes, and 48 seconds. During the conversation, the representative explained the rationale for the claim denial and shared documentation from the field service visits. Mrs. ***** indicated that this information had not been previously made available during her earlier communications with Atlanta Gas Light.
The representative noted that findings are documented at each service visit but acknowledged uncertainty as to why this information had not been shared earlier. Upon receiving the details, Mrs. ***** requested the names of the individuals involved and the corresponding service notes. The representative informed her that such records would require a subpoena and could not be provided directly.
Mrs. ***** then requested that her claim be reopened, expressing concerns about the thoroughness of the investigation. The representative stated that the matter would be escalated to the claims supervisor, as further discussion regarding the denial was not possible at that time. A courtesy credit was offered for the inconvenience, but Mrs. ***** declined, reiterating her request for a full reinvestigation of the claim.
Mrs. ***** reported that the gas odor persisted within her residence. In response, the customer relations representative initiated an emergency gas leak order to address her concerns. Prior to concluding the call, the representative informed Mrs. ***** that she would consult her direct supervisor regarding the courtesy credit and provide an update by the close of business. Following the call, at 1:56 PM, 2:35 PM, 3:13 PM, and 3:22 PM, Mrs. ***** sent demand letters to the customer relations representative pertaining to the claim denial. These communications were subsequently forwarded to the direct leadership of both the customer relations representative and the claims adjuster for further evaluation.
After reviewing all communications and service notes, Atlanta Gas Lights claim department upheld the denial, noting that ***** service ticket identifies unit freezing from low freon as the cause. Properly functioning drain pans and lines would have prevented the leak; we only make minor fuel line repairs and do not handle condensate lines. On 9/7, our technician installed sediment traps for safety, but none of our gas line work affects freon or drain components. The 9/8 technician confirmed water in the drain pan but found no issues with our work. Ultimately, the customers lack of action on their own equipment led to further damage, which is supported by ***** 9/18 comments.
Furthermore, the customer relations leadership opted not to issue a courtesy credit. Upon completion of the investigation, comprehensive documentation was submitted to both the Better Business Bureau and the **********************************
Mrs. ***** remains dissatisfied with the outcome of the resolution and has repeatedly contacted both the investigating claims adjuster and the customer relations representative to request compensation.
In light of the facts presented above, Atlanta Gas Light has determined that no additional compensation can be offered and has formally concluded that the denial of these claims is warranted.Customer Answer
Date: 07/31/2025
Complaint: ********
I am rejecting this response because:
This letter serves as my formal rebuttal to the latest response submitted by Atlanta Gas Light (AGL) regarding Better Business Bureau complaint #******** and related investigations through the ********************************* and the *******************************. **** most recent communication dated after July 31, 2025, contains multiple factual errors, omissions, and misleading claims that continue to misrepresent the events and deny responsibility for the extensive damage to my **** system and home following gas line work performed on September 7, 2023.
AGL claims I declined a courtesy credit during a July 16, 2025 phone call. However, I have a recording of this conversation, during which the representative clearly states that she will call me back later that day with an offer. That follow-up never occurred. Multiple witnesses were present via ************ and can confirm this interaction. **** refusal to release the official recording, which they continue to reference in their written justification, raises questions of transparency and credibility.
AGL continues to deny performing interior work on September 7, 2023, despite clear evidence, including a recorded statement from their own supervisor on September 8, 2023, confirming that a technician installed two sediment traps and repaired a flex line the day prior. The water damage under my **** unit was first discovered and documented by me immediately after this technician left. There is photo evidence timestamped September 8, 2023, showing standing water, which did not exist prior to AGLs invasive modifications.
AGL cites ***** Services documentation stating that low freon caused unit freezing and water overflow. This is misleading. ***** never performed a leak test and their invoice does not explain how such extreme water damage could have occurred overnight. The refrigerant levels were found to be severely low only after the gas line work disrupted the **** unit. Their theory fails to explain the sudden onset of damage coinciding with AGLs visit.
AGLs continued denial of responsibility while shifting timelines and factswithout acknowledging or addressing the evidence Ive provideddemonstrates a refusal to take accountability. This includes ignoring my documented call at 11:07 AM on September 8, 2023 to report water overflow, a visit from two supervisors later that day, and their confirmation that no further work was performed on the 8th.
I respectfully request a full reinvestigation of this matter, including retrieval of the July 16 call recording, and an impartial review of all provided evidence. I remain without working **** or gas service, continue to suffer severe hardship, and have been forced to relocate my work setup due to unsafe home conditions.
Sincerely,
******* *****Initial Complaint
Date:04/29/2025
Type: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.
Atlanta Gas Light has left a gas line exposed in my yard creating a safety hazard.Business Response
Date: 05/02/2025
Email sent to consumer:
Good ***************************** wanted to follow up with you regarding your Better Business Bureau complaint. Our Operations ******* visited your property yesterday, May 1, 2025, and inspected the exposed piping in question. Based on their assessment, it was determined that the exposed piping is not natural gas piping.
The ******* advised that they spoke with you directly during the visit and informed you that the exposed piping is a cable line. Additionally, they noted that the natural gas main is located behind the townhomes, which is the reason for the marker flags in that area.Initial Complaint
Date:04/14/2025
Type: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 email is attached in what I am asking for. It spells it out. I believe also the supervisor gave me a false email address that no one is going to respond but yet having **** lie stating it has been received. My attachment I want it spelled out and dont refer to the website it is not spelled out correctly. It seems my email was ignored and hoping it would go away. This not customer service and this is rude and disrespectful how Atlanta Gas Light treat customers. It seems there is no customer service. It is absurd that I have to go this route to file a complaint, and again see my settlement request. I want to be contacted by the business with a phone # and email address and admit why it was never answered. Again I believe the email is fake, and just refused to answered. What excuse can it be?Business Response
Date: 04/17/2025
Please see below email thread and attached calculations:
From: ********,******
Sent: Wednesday, April 16, 2025 9:43 AM
To: *** ****** <***************************>
Subject: FW: Better Business Bureau Complaint #******** ********************************************************************************** 1-7380955499
Good Morning Mr.******,
As previously mentioned, I am forwarding the 2024 **************** Day Capacity (DDDC) calculations for your review. Please find them attached to this email.
Kindest Regards,
****** ********
Customer Relations
Operational Excellence & Development
*************************************| O: ************
People don't care how much you know until they know how much you care. ? ******** *********
From: ********, ******
Sent: Tuesday, April 15, 2025 7:10 AM
To: *** ****** <***************************>
Subject: RE: Better Business Bureau Complaint #******** ******************************************************************************************************** 1-7380955499
Good Morning Mr.******,
I have thoroughly reviewed your Better Business Bureau complaint to gather the necessary details and ensure your concerns are addressed appropriately. Your complaint indicates that the email attached to the Better Business Bureau submission contains both the details of your concerns and your proposed resolution.
I have carefully reviewed your attached letter addressed to our former President & CEO,***** ******, in which you requested the calculation of the **************** Day Capacity (DDDC), raised concerns about our phone systems navigation to a live agent, and outlined four additional areas of concern.
Please find below the information related to the **************** Day Capacity (DDDC).Kindly review it and let me know if it adequately addresses your concerns.
The **** Base Charge is a non-negotiable fee, regulated by the *********************************,may adjust rates up or down based on quarterly and annual comprehensive regulatory reviews. Base charges represent our cost of delivering gas to your home or business, pipeline maintenance and meter reading. If you change marketers, this charge will remain the same.
**** Base Charges are unique to each household or business. They are calculated by how much gas is used during the coldest period of the prior year. This allows us to plan ahead so we have enough pipe and storage capacity to meet every customer's need in cold weather, when more natural gas is used.
The **** Base Charge is influenced by factors such as the size of your home or business,the types of gas appliances you use, and your usage patterns. It does not impact the actual price of the natural gas you consume. A major component of your base charge is the **************** Day Capacity (DDDC), a charge that recovers costs associated with delivering gas to your home or business.
The base charge is influenced by factors such as the size of your home or business, the types of gas appliances you use, and your usage patterns. It does not impact the actual price of the natural gas you consume. The components of the base charge include:
Customer Charge: A fixed monthly fee for gas connection to your home or business.
Ancillary Service: Covers the cost of meter reading.
Dedicated Design Day Capacity (DDDC): A charge that recovers costs associated with delivering gas to your home or business.
Peaking Service: Covers the fixed cost of operating company-owned, above-ground storage facilities. This ensures an adequate supply of gas on the coldest day of the year. This service is only charged to customers in the ********************, Macon, and Valdosta delivery groups.
Social Responsibility Fee: Covers the cost of funding the Senior Citizens Discount Program for ********** customers.
Environmental Response Cost (ERC) Recovery Fee: Recovers expenses related to cleanup of former manufactured gas plant sites.
Strategic ************************** and Enhancement (STRIDE): Covers the cost of specific *********************************-approved programs to maintain the integrity and reliability of the Atlanta Gas Light pipeline system.
Franchise Recovery Fee (FRF): Recovers fees paid by Atlanta Gas Light to local governments for the use of public rights-of-way for natural gas lines and other facilities.
The **************** Day Capacity (DDDC) covers the common costs of delivering gas based on a customer's demand on the system on the coldest day of the year. This method is the fairest way to allocate each customer's share of the total cost of the delivery system. We use information specific to the premises, such as past usage patterns or the number of gas appliances, to determine a location's demand on the system.
A **************** Day Capacity (DDDC) recalculation is required each year, and it is approved by the ********************************* in order to update summer and winter usage patterns for each customer for the most recent year.
Ive prepared communication for our Rate Analyst requesting the calculation of the **************** Day Capacity (DDDC) and will provide that calculations to you once they are received.
Kindest Regards,
****** ********
Customer Relations
Operational Excellence & Development
************************************* | O: ************
People don't care how much you know until they know how much you care. ? ******** *********
From: *** ****** <***************************>
Sent: Tuesday, April 15, 2025 6:51 AM
To: ********, ****** <*************************************>
Subject: Re: Better Business Bureau Complaint #******** ******************************************************* 1-7380955499
Hello: I received your email, but again my letter of complaint shows evidence in what I am asking for.I hope you take your time in answering everything in my complaint and showing evidence of the email that was sent asking for a response and
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Hello:
I received your email, but again my letter of complaint shows evidence in what I am asking for.
I hope you take your time in answering everything in my complaint and showing evidence of the email that was sent asking for a response and FAILURE TO DO SO and or the supervisor provided me with a fraudulent email. It is sad that i had to do this and this could have been avoided if I was responded to etc.
I am not asking for a rush job but it seems to me you will have a answer within 3-5 business days which shows me it is a rush job and not going to answer everything. If that is the case I will rebuttal.
It is sad there is no customer service anymore and forced to file a complaint to get answers. In my job I respond to emails within ***** saying it was received but your company failed to do so.
Thank you
*** ******
On Mon, Apr ******* at 11:40?AM ********, ****** <*************************************>wrote:
Good **************************** am writing to officially acknowledge the receipt of your Better Business Bureau complaint regarding the **** Base Charge.
Your concerns are important to us, and we are committed to conducting a thorough investigation. You can anticipate a detailed response within the next three business days.
Should you have any questions in the interim, please feel free to reach out to me directly.
Kindest Regards,
****** ********
Customer Relations
Operational Excellence & Development
************************************* | O:************
People don't care how much you know until they know how much you care. ? ******** *********
[***********] [*************] [************]Initial Complaint
Date:02/22/2025
Type: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.
Recently, I followed the process and asked 811 dig to make all lines in the yard. However, after several weeks Atlanta Gas Light has made no effort to do their part. Even after escalation they have refused to visit the property to mark their lines. This is unacceptable at any level.Business Response
Date: 03/04/2025
Good morning,
We acknowledge receipt of BBB Case ******** for Mr. ****** ******** regarding the locate request for ***************************************************************************************************. Mr. ******** submitted a locate request on January 30, 2025. The utilities have not yet been marked by Atlanta Gas Light, which has led to the filing of a formal complaint.
I have contacted Mr. ******** to obtain further details about the locate request. He provided locate ticket number ************ and indicated that the utilities need to be marked urgently. I assured him that I would follow up to seek a resolution.
I contacted Georgia ********************************************************************************************************* that the initial request was forwarded to Atlanta Gas Light on January 30th; however, there was no subsequent communication received by Georgia 811. Follow-up requests were issued on February 2nd, 6th, 20th, 21st, and 24th.
Our asset protection team successfully located the utilities for ********************** on February 24th. I sought confirmation from Mr. ******** regarding his satisfaction with the resolution, but did not receive a response. Consequently, I am closing this complaint as resolved.Initial Complaint
Date:02/11/2025
Type: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.
Started new service at residential location. Gas/heat was already on. Asked if anything needed to be paid for new service, was told no. Heat was then turned off by tech who jumped locked fence W no trespassing sign and turned off heat, 45 degrees today. Called company, was told we didnt pay a bill. Asked why there was a bill after being told there was not for starting new service. Agent told us it was because we didnt pay our bills and then refused to send a tech to turn on despite having ones to send a t a moments notice to shut it off.Business Response
Date: 02/13/2025
Call to Ms. ******* on February 12, 2025, left a voicemail message. On February 13, 2025, I contacted Ms. ******* to discuss her Better Business Bureau (BBB) complaint. I informed her that her complaint had been received and reviewed; however, I was unable to locate an account in her name at the address provided in the complaint. I asked if the account was in another name.
Ms. ******* stated that the account was in her husband's name but refused to provide it, stating that it was unnecessary for addressing her concerns. I explained that my intent was to access the correct account to review the order history and work toward a resolution.
Ms. ******* responded that I would not be able to resolve her concerns and suggested that if the company cared, it should read its ****** reviews. She further stated that she assumed I had some type of degree and that a nurse should not have to tell me to read reviews.
I asked Ms. ******* how I could assist in resolving the concerns outlined in her complaint. She stated that I could not, as she was moving out of the area, and then began using profanity. At that point, I provided a professional closing and ended the call.Initial Complaint
Date:01/21/2025
Type: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 811 to have them identify utility lines in September 2023. No gas lines were identified. I called again in October 2023 to have gas lines located because I found it hard to believe there were not any. Again, none were identified.I began digging on my land to prepare it for a house I am building. Around late November I dug up a line which i believed was an electrical line. After contacting the electrical company they identified the line as a gas line.I contacted Atlanta Gas Light about a potential gas leak on my property on 12/6/2024. They sent someone out within 30 minutes. The tech discovered the line was a gas line and had gas in it. I told him it needed to be removed from my property. He told me he would arrange it.After about 3 weeks and no contact I emailed the company on 12/30/2024 to find out the status of getting the line removed. I received an email response telling me that someone would schedule something in the next 5-10 business days. After 10 business days on 1/13/2025 I emailed the company. I received no response and emailed them again on 1/17/2025. I still haven't received a response.I need to get them to remove the gas line from my property so I can complete my construction. Their failure to act is costing me additional interest payments on loans I have.Business Response
Date: 02/11/2025
Good day,
We are in receipt of the BBB complaint filed regarding a delay in service line removal from the property. We spoke with the customer to acknowledge their concerns and advised that we would contact our field service department to have a representative contact them. A field operations ******* performed a site visit to investigate and schedule removal of the service lines. The service has been retired at the property and the service lines have now been removed per the customer's request.
Initial Complaint
Date:12/29/2024
Type: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 tenant ***** ********, **************************************** had her gas turned off, probably due to non-payment. When you had it switched on, a service tech visited to turn on the furnace and water heater. He refused citing "problems" that when I spoke to him on the phone, he was incoherent and wasn't sure and said I needed to get a tech out to check and resolve them.I did, and the tech did not find ANY problems, lit the pilot and I paid $100 for nothing.I need Atlanta Gas Light to refund that wasted money, and perhaps not send out, what I think, is a first day on the job tech without supervision.Business Response
Date: 01/07/2025
Two telephone calls were placed to *** ******* as well as the below email. No response has been received from *** ******.
Good Afternoon *** *******
I am writing to officially acknowledge the receipt of your Better Business Bureau complaint regarding the hot water heater red-tagged at the service address *******************************************
Your complaint indicated that our ************* Representative completed a reconnection for your tenant; however, they red-tagged your hot water and advised to contact a natural gas contractor to make the necessary repairs.
According to our ************* Representatives notes, the hot water heater was red tagged because it was not drafting properly. A hot water heater that does not draft properly means the exhaust fumes are not venting correctly, which could be caused by improper vent installation, a damaged flue pipe, or other related issues.
In your complaint, you also indicated that you contacted a contractor who charged you $100.00; however, they did not identify any issues with the hot water heater.Please understand that our ************* Representatives are thoroughly trained and follow strict safety protocols to ensure the well being of our customers,communities, and employees. As part of our commitment to safety, our ************* Representatives may flag situations that we consider potentially hazardous. However, other contractors may assess the situation differently and determine that no immediate action is required.
To further address your concerns, we request that you submit a claim to our ****************** Please write a statement of transpired and include the repair invoice. Please email those items to [email protected] you need to follow up on your claim, you can contact our ***************** at **************.
Please accept our apology for the frustration and inconvenience you have experienced.Should you have any further information or questions in the interim, please feel free to reach out to me directly.
Kindest Regards,Customer Answer
Date: 01/08/2025
Complaint: 22742526
I am rejecting this response because:it's a copy/paste answer.
Sincerely,
***** ******Business Response
Date: 01/08/2025
Two telephone calls were placed to Mr. ****** and voicemail messages left, as well as an email. Mr. ****** did not respond to the email, nor did Mr. ****** respond to the voicemail messages.Initial Complaint
Date:12/04/2024
Type: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 formally lodge a complaint regarding a deeply concerning and appalling experience with your company, which has caused undue hardship to my household, particularly during an extremely vulnerable time. I demand an immediate investigation and swift resolution of the issues outlined below. On November 26, 2024, I discovered that my gas service had been disconnected despite my apartment complex and Atlanta Gas Light Company failing to notify me in advance. I had been under the mistaken impression that my gas and electricity were supplied by the same company and was never informed otherwise. This serious communication failure compounded the distressing situation that followed.Notably, this disconnection occurred during the week of Thanksgiving, when a minor child in my home was sick with pneumonia, and the outdoor temperature was below 30 degrees. My home was left without heat, and I had no means to cook on the stove top, exacerbating the distress of an already vulnerable situation.When I called your customer service department on November 26, 2024, the representative was made fully aware of my childs illness and the critical need for heating and cooking facilities. This was a recorded call. Despite my clear and urgent request for an expedited reconnection, I was informed that the earliest service could be restored was Saturday, November 30, 2024four days after the disconnection. Additionally, when the service provider arrived on November 30, I was told by the technician that there were technicians available on Thanksgiving Day and the day after Thanksgiving, yet no one attended to this issue during that time. The technician also stated that disconnection should not have occurred under these circumstances, which further underscores your companys failure to comply with state regulations.I am appalled by the disregard for the health and safety of my family and for the violation of Georgias consumer protection rules, specifically:Business Response
Date: 12/06/2024
Good Morning,
Please see the below email sent to Ms. ******************* style="font-size: 0.875rem;">Thank you.
Good ************************* have thoroughly investigated your concerns and communicated with the field technician who completed the order to turn on your natural gas. Upon reviewing our internal call records, we were unable to locate any telephone calls to our ******************** from you regarding this matter. It appears that your previous conversations were with customer service representatives from your natural gas marketer, ********************
The only call we identified was one from a ******************* representative confirming your service address when the order to establish natural gas service was initiated. If you happen to have noted the names of the representatives you spoke with, we would greatly appreciate it if you could share that information so we may investigate further.
To address the situation at your service address, the natural gas was turned off due to CIM (Consumption on an Inactive Meter). This occurs when natural gas consumption is recorded for an extended period without an active account to bill. As per state regulations, natural gas service can be disconnected in such instances. If an active account had been in place, additional considerations,such as weather forecasts, would have been taken into account before discontinuing service.
We understand from your complaint that you are new to ******* and were unaware of the need to establish both electric and natural gas accounts. Typically,apartment complexes are responsible for informing tenants of the necessary utility accounts to set up when signing a lease.
We would also like to clarify remarks made regarding field technicians working during holidays. As required by our regulatory body, technicians are available 24/7 to address emergency gas leaks, which are critical to ensuring community safety.
We sincerely regret the inconvenience and frustration caused by the disconnection of your natural gas service. Please know we are committed to assisting you and addressing your concerns.
Kindest Regards,Initial Complaint
Date:09/21/2024
Type: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 made an appointment three days ago for my gas to be cut on. The window for them to arrive to do the service was 12-4pm. Around 248 pm they sent a text message saying they were on the way to my location. Around ****************************************************** no one knock on the door ( plus my dog will bark will anyone is in the driveway and my camera system will also go off ) I looked at my phone and notice a second text had been sent that said they couldnt perform the job, that I missed my appointment. Of course I called to reschedule and the lady said that they left because no one was home. I explained to her there were three cars in the driveway and no one even showed up because I watched my cameras and all she could say is they have to reschedule to Wednesday. So the Atlanta Gas South tech basically just lied and said they came by which is now inconvenience me on Wednesday to have to stay at home from 12-4 again. For me this just shows a lack of respect for peoples time and for the tech to lie like that after Ive missed money today to be home for the tech to say no one was here.Business Response
Date: 09/26/2024
Good Morning,
*** ************ Better Business Bureau complaint was received on September 23, 2024, and on the same day, a phone call was to *** ********** to confirm receipt of her complaint and to gather additional information to obtain an earlier reconnection appointment. Unfortunately, *** ********** was unavailable, and a voicemail message left. A follow up email was sent. No response was received from *** ******************** September 24, 2024, another phone call was made to *** *********** but no response received from *** *********** On September 25, 2024, the order to reconnect *** ************ natural gas service was completed.
*** ************ initial complaint indicated that our field technician did not arrive at her home as scheduled on September 21, 2024, and she provided still images from her Ring camera showing other service trucks at her home during that day. Our records show that our field technician arrived at approximately 3:40pm and noted that they knocked several times without receiving a response, and they heard a large dog barking in the home. Although the still images were provided, none were provided with time stamp during the time frame of 3:40pm.
Despite our concerted efforts to contact *** ********** to address her concerns, we have not received a response from *** ***********
Initial Complaint
Date:09/18/2024
Type: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.
Let me begin by saying that I am almost 60 years old, and I have never filed a complaint about a driver for any company. On the morning of 9/18/24 at 9:15AM I was traveling east on *************************** toward ******************************************. I was on a bicycle, on the right side of the road, and riding on the shoulder. There was a car behind me who didn't want to pass because the road was too narrow. They waited maybe a few minutes to pass me, so the flow of traffic slowed down a little behind me. As that driver passed there was an Atlanta Gas Light truck right behind that driver who was apparently angry and sped up next to me (way too close) and blasted his horn at me for a long time. I was so scared I almost crashed. I was traveling at a high rate of speed. The horns on those trucks are VERY loud. I have been riding these streets for years and I have NEVER had any driver do this to me, much less a driver from a public utility. I was not in the lane or doing anything wrong. I could have been seriously hurt or killed. Fortunately, there was a light about a half mile down the road at *************************** and ******************. I was able to snap a picture of the truck. The truck's number was C04556. Given the time, date, location, and this truck number, it must be possible somehow to identify the driver of the truck. This was reckless behavior by one of their employees and something needs to be done. I cannot figure out a way from the Atlanta Gas Light website or the many numbers I called just how one can a complaint against a driver. I cannot even reach a live person. PLEASE help me resolve this.Business Response
Date: 09/26/2024
Good afternoon,
We are in receipt of BBB complaint number ******** for ***** ******. Mr. ****** is concerned about the reckless driving behavior of an Atlanta Gas Light employee driving truck number C04556. On the morning of September 18, 2024, at 9:15 a.m. while traveling east on *************************** toward ****************** in Atlanta, **, the driver of the vehicle sped up next to Mr. ****** and blew the horn angrily.
This action startled Mr. ******* causing a near-accident due to the rate of speed at which Mr. ****** was traveling. Mr. ****** is requesting to have drivers behavior addressed. Mr. ******* contact number was not included in the complaint details. I sent Mr. ****** an email to address his concerns on Thursday, September 19th, at 9:00 a.m.
Mr. ****** responded to my email and provided me with his direct contact number on Thursday, September 19th, at 5:32 p.m. I called Mr. ****** the following morning to acknowledge his complaint. I told him that a member of our operations team would follow up with him to address his concerns.
Our operations supervisor spoke with Mr. ****** on Wednesday, September 25th at 3:41 p.m. via a conference call. Mr. ****** recounted the events that took place on September 18th. The operations supervisor apologized to Mr. ****** for the experience that he had with the driver.
Additionally, the operations supervisor said that he would coach the driver to elevate further incidents from occurring. Mr. ****** expressed satisfaction at the end of the call.
Mr. ****** has my direct contact information should he have any additional questions.Customer Answer
Date: 09/26/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ******
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