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:12/28/2022
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.
I applied for a gas meter to be set at my new home on September 21st, 2022. For three months now I have been told week after week that the contractors will be out to set the meter. I was told it would be done before thanksgiving, then after thanksgiving, then before Christmas, Its been pushed out over and over and Ive had to live without hot water for three months now. I need a contact person who can get this resolved immediately. I wouldve thought a company as big as Atlanta Gas would have better sub contractors or at least more than one to choose from if they cant handle the work load.
Business Response
Date: 12/30/2022
Good day,
We are in receipt of the Better Business Bureau (BBB) complaint regarding a delay in gas service installation.
We have reached out to our third party contractor, *********************, to investigate the delay in your request and requested that you be contacted to provide an update. We were provided an update that they have contacted you to advise that a representative would respond to view the premise and that service installation would take place Friday, December 30th or Monday, January 2nd.
We apologize for the inconvenience that this has caused. Please let me know if you have any additional questions or concerns.Customer Answer
Date: 12/30/2022
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,
*********************Initial Complaint
Date:12/14/2022
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.
I am receiving mailings from your company which I did not request to receive. These mailings have come to my home address and now to a post office box which I only use for very private matters and for to receive financial, and tax documents and legal documents from my attorney. The post office box number is PO Box ******, Atlanta, *************. So how did you get my home address and my PO Box too? My PO Box is not commonly known. Why are you contacting me? I do not have any utilities in my name and I do not live in an area that you service, do what is the point. I do remember meeting one of your employees that lives on my street when I first moved in eight years ago, but other than that person, I do not know or care to know anyone in your company. Leave me alone and do not contact me anymore. I find your contact harassing. Stop forwarding mail to my home address , as well as my post office box. Stop immediately.Business Response
Date: 12/21/2022
Below is a synopsis of the email sent to the consumer:
Our Regulatory Compliance team has completed their investigation and theyve determined that the information mailed to the consumer was a welcome and safety brochure which contained important information about safety,billing, and helpful resources.
Because Atlanta Gas Light is responsible for the maintenance of the pipeline infrastructure that delivers the natural gas to customers, we are mandated by state and federal regulations to provide this information to natural gas consumers.
The information contained in the mailer originated from our company, the information was then provided to the natural gas marketers, and they mailed the information. Because the information is mailed by the natural gas marketer, they utilize the billing address they have on file for their customers. Our company does not have the consumer's mailing address (P.O. Box) on file in any of our records.Customer Answer
Date: 12/21/2022
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. But I am not their customer and I do not use my PO Box for marketing purposes and I do not have any utilities in my name. Stop marketing to me. Do not contact me any more.
Sincerely,
***************************Initial Complaint
Date:12/03/2022
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 applied for a meter upgrade on April 28 due to the addition of a natural gas appliance that requires more pressure than the current meter can handle. Atlanta Gas Light said the project would take about 2 months to complete. That was over 7 months ago and no one from AGL or their contractor, ******, can say when it will be completed. A representative from ****** claims they are wanting on a part. It doesnt *********** months to get a part. I suspect my project has been put on the back burner while ****** is busy with more lucrative work. I would like for AGL to either insist that their contractor get the job done now, find a new contractor, or perform the work themselves. This has taken way longer than expected and their is no end in sight. Without some kind of escalation it feels like my project will never be completed by ******.Business Response
Date: 12/09/2022
Good morning,
We are in receipt of the complaint filed by ****************** regarding a meter upgrade. Our New Business team has contacted the contractor to investigate the delay in the meter upgrade request. The contract has contacted ****************** to advise that the order is scheduled for 12/27. ******* lines and the meter will be installed the same day. We apologize for any inconvenience that this delay has caused.
Initial Complaint
Date:11/18/2022
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.
Last week my services were disconnected for forgetting to pay my bill. I called crying begging and pleading for services to be restored due to having an elderly mother and my own health issues. Id been working so much that I didnt even noticed that I didnt pay the bill. The current weather is 26 degrees at night. I was told services would be restored in 3 days which is today. This morning someone from Atlanta gas was supposed to come out. I took off work and waited for them. I place a call to customer service for Gas south and Im told that a tech was out to my residence and left a sticker. There was no sticker on my door and Id been waiting in my living since 7am. No one knocked on front door. No sign was left. Atlanta gas customer service rep named ******* stated that she wouldnt be going back and forth with me about whether tech came out. How are these people so heartless and inhumane. It will be a week come Tuesday when they are scheduled to come back out. What if they pull the same thing. I cannot afford to pay for a hotel, this is not how a business should treat customers or peopleBusiness Response
Date: 11/21/2022
Good Afternoon,
********************** reconnection appointment was rescheduled for Tuesday, November 22, 2022; however, ************** was able to reconnect ********************** natural gas service today, November 21, 2022, as well as inspect and light her natural gas appliances.
Kindest Regards
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.