Complaints

This profile includes complaints for Austell Natural Gas System's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Austell Natural Gas System

  Austell, GA 30106-3249

• 

  Austell Natural Gas System

  PO Box 685 Austell, GA 30168-0685

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:02/18/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company needs to go out of business for stealing from customers. This is the absolute worst company that I have ever dealt with. My Georgia power bill in ******* wasnt even this **** ridiculous for a 2 bedroom apartment that was bigger than this apartment. I had a 1250 a fr apt in ******* and the bill was never over $80. This pathetic 1000 something sq ft apartment shouldnt have a $161 monthly bill this is **** ridiculous. Im not paying other people bills for them they can pay their own bill. My Manager has a 3 level 5 bedroom home and his gas bill is much cheaper than mines. My co worker has a two level home with 4 bedrooms and her Gas with this goofy company isnt even a $100z. Make this thieving s*** make sense because I know youre stealing if my bill was never over $80 in ******* for a much bigger sq ft apartment. I want these people to stop stealing before I report them to the law.

• Initial Complaint

  Date:05/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a water heater from Austell Gas around 2019. I was looking to replace my old water heater after almost 20 years. The water heater was installed by ********************* term plumber working as a contractor for Austell Gas for the last 30 years. ***** installed the water heater but there was a problem with the installation so he had to come back to fix. Shortly after the installation I had a gas leak so an Austell Gas employee can to check so I told him about my experience with ***** with the problems that I had so he told me that it is a lot of complaints from customers with *****. This man has since retired from Austell Gas. Further, I noticed a leak late last year after being out of town. I reached out to Austell Gas where I left messages regarding the leak of my Water heater. I was finally able to reach **** so he called ***** after we spoke. ***** called me and asked me immediately if it was the pipes. I told him that I did not know that I just see water on the concrete floor. He text me and asked did I tell him that it was a leak from the pipe so I said no. He made a appointment to come on Tuesday. On Monday-My friend looked at the water heater so he told me that the plumber probably did not tightened up the pipes which was connected to the water heater. ***** called me to let me know he would be late due to traffic. He finally arrive at the house to check the water heater. He told me it was the pipe that was connected to the water heater. I believe this was not tightened up and installed correctly by *****. ***** assured me that he would come back later in the week to fix the pipe. He never called back to fixed this issue. I am very disappointed with Austell Gas. I called **** back so he said he would call ***** but I never heard back. I escalated to *********************** so he called me and told me that it would be a resolution. As of today there is no resolution. I want this fixed. Austell Gas should be open to have more than one vendor.

• Initial Complaint

  Date:04/27/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've had Austell gas for a year now. I've clearly opted into ebills which were working for months. Then in the past 2-3 months I've stopped receiving ebills. I even called Austell Gas twice about it and they assured me they fixed it and that I would get an ebill next month. All of March I didnt get an ebill. All of April I didnt get an ebill. The website clearly shows I'm signed up for ebills. I dont even remember getting a statement in the mail this month (april). I almost forgot to pay the bill. Thank god I looked at my to do list and it said "april 23rd i should get an ebill over email again. says ******. phone call 3/25/24" which reminded me to check the website and pay the bill. So not only am I not getting ebills any more, but I've yet to get a normal bill in the mail this month to supplement that. This has gone on long enough. This is not acceptable. This is the 3rd month this has persisted. this needs to be fixed immediately.

• Initial Complaint

  Date:02/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an extremely high gas bill due to a water leak in my home(on the hot water side). I paid a plumbing company $8900.00 to have all my water lines re-piped(see invoice in attachment). I called Austell Gas to see if a billing adjustment can be made since the leak has been repaired and I was told no. My current bill is $389.00, a normal bill is around $120.00 for this time of year.

• Initial Complaint

  Date:12/20/2022

  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.

  Austell Gas was contacted yesterday to create an account to heat my new home and the tech came out but didn't light the pilot so my family had to live in this cold home because the technician stated he couldn't enter the home because it was a minor there which was false and inaccurate the account holder was home, and so were 2 two 18 year olds. The technician just didn't want to do his job in my opinion and now my family is being discriminated against by Austell gas because they are denying us a service call until they run another credit check and that is discriminating by denying me my services and causing me to suffer in the cold because they failed to do their job properly,

  Business Response

  Date: 01/03/2023

  Customer and I spoke on 12/21/22 to see what, if anything we can do for her situation.  *********** Manager, ************** made contact with *************  ************** relayed to ************ that an HVAC specialist is required for her furnace, and that Austell Gas System will not be able to assist her with the scope of the problem.  The situation has been resolved.