Complaints

This profile includes complaints for Atmos Energy's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Atmos Energy

  PO Box 223705 Dallas, TX 75222-3705

• 

  ATMOS Energy

  3275 Highland Pointe Dr Owensboro, KY 42303

• 

  Atmos Energy

  790 Liberty Rd Flowood, MS 39232

• 

  Atmos Energy Corp

  100B Front Ave Indianola, MS 38751

• 

  Atmos Energy Corporation

  1639 Robert C. Jackson Drive Maryville, TN 37802

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:06/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a reimbursement claim to Atmos Energy regarding unusually high gas bills due to a verified external gas leak found by a contractor. The bills from December 1, 2024 through April 1, 2025 were consistently above $250/month significantly higher than normal. The gas leak was not caused by my internal appliances and was outside my control.I completed and submitted the Atmos Reimbursement Claim Form with all supporting documentation, including billing statements and a written explanation. Despite this, Atmos refused to issue a refund or provide a reasonable explanation.I am requesting a full reimbursement for the overbilled months caused by their service failure. All supporting documents are available upon request.Desired Resolution:Reimbursement of excess gas charges due to the external gas leak from December 2024 through April 2025.

  Business Response

  Date: 06/24/2025

  We reviewed the complaint and note that the customer moved in 8/30/2024. The bills that the customer received during the summer are not comparative to winter usage, as the gas is used much more due to the colder temperatures. It is not uncommon for customers to feel their winter bills are too high, especially when it is the first winter at a new property.
  
  The customer had sent in the claim for reimbursement along with the plumber's invoice that clearly stated that the repairs were done to the customer side piping that went from the meter to the house. The invoice also included the city inspection, which is required when there are leak repairs made to the customer side of the meter. Repairs and increased consumption due to leaks on the customer side of the meter are the customer's responsibility.

  We had not previously received any contact from the customer regarding high bills, potential leaks or concerns. The gas was never turned off, which is required for safety reasons when repairs are being made. We had no prior knowledge and did not have the opportunity to safely turn off the gas for these repairs. Once we were notified, we sent a technician out on 5/1 to confirm all repairs were made and that the gas could be left on safely.

  Customer Answer

  Date: 06/24/2025

  I am rejecting this response because it dismisses the root issue: the leak that caused the elevated gas bills was external, continuous, and only discovered after abnormal winter usage. The repair work, while technically on the “customer side,” involved buried piping that Atmos never inspected or warned about, despite the significant spike in usage.
  
  
  Their explanation comparing seasonal usage ignores the fact that I submitted proof of an actual leak, not a general complaint about high bills. I submitted the plumber’s findings, city inspection, and usage history—all clearly showing gas loss outside of my control. Whether the piping is customer-side or not, Atmos is the sole provider and monitor of this utility, and their refusal to take responsibility for a verified leak is unacceptable.
  
  
  I’m seeking reimbursement only for the overcharges that resulted from this leak (Dec–April). Their refusal is not based on merit or evidence—just on technicality
  
  

  Business Response

  Date: 06/25/2025

  Atmos does not repair or service customer piping or appliances, which is clearly noted on our website. The usage was not severely elevated based on normal winter consumption at the property. The customer didn't call in and notify us of a high bill concern prior to him getting a contractor and having repairs being made. The contractor that he hired, clearly stated this was due to a problem on the customer's piping from the house to the meter. The city inspection was done, without our notice, but is required only when there are repairs due to the customer side piping.  The customer did not notify us of any concerns until after the fact, which also did not allow us to test for a leak, or to properly and safely turn off the gas while repairs and inspection were completed. Based on the above information, we are unable to provide any adjustment at this time.

  Customer Answer

  Date: 06/25/2025

  I have reviewed the business’ response and accept this
  resolution. 

• Initial Complaint

  Date:06/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Atmos Energy is a monopoly in ****** and it jacks up prices at whim. I just received a bill for $673 in SUMMER for gas. Our previous bills are $200-300 which is still way too high!!!We dont have a leak and we recently had the meter checked. My boyfriend was the breadwinner of our household but lost his job due to tariffs. Im paying all the bills now and were hanging on by a thread and this feels like extortion.

  Business Response

  Date: 06/23/2025

  We reviewed the account and note that the customer entered into an Installment Plan agreement for their past due amount of $918.32 that had accumulated over the winter months. This installment agreement was accepted on 4/1/2025 and allowed the customer's gas services to remain on at that time. The 2nd payment of the installment plan was due 6/6/2029 in the amount of $296.48, which included the current month's charges of $174.04 and the agreed installment amount of $122.44.  The payment was not received on time per the agreement, and was made on 6/19, but the plan had already been cancelled 10 days prior.  When this takes place, the installment plan goes into default and the remaining balance of the installments becomes due immediately.  The customer received a new bill date 6/22/2024 for $673.50 which included their current charges of $183.72 plus the remaining installment plan balance of $498.78.

  The customer expressed concern in March over the high consumption and a full leak investigation was performed, with no leaks being found.   If the customer feels that their usage is still high (wireless reading device is showing 2-3 units per day), and are not smelling gas, then we recommend they have all of their gas appliances checked to make sure they are working properly and set and the correct temperatures for the consumption savings they are expecting.

   

  Customer Answer

  Date: 06/23/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Atmos technicians came to our home to do some kind of work on our gas line on Monday 6/16. Since that work, theres been a smell of natural gas in my backyard. A tech came out today to check it, acknowledged theres a problem, but said he cant figure it out or track it as natural gas and left without a solution - the smell still present after they created the issue on Monday. Now, Im trying to get additional help and the companys customer service staff say they cant do anything until the techs notes are in their computer. They refuse to even allow me to speak to a manager at the time beingas my backyard currently reeks of natural gas- the gas company refuses to help. This is a physical safety issue for my family and they wont even allow me to speak to a manager.

  Customer Answer

  Date: 07/07/2025

  The issue has been resolved and Atmos has addressed the situation appropriately. 

• Initial Complaint

  Date:06/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Account **********, address ************************************************************When my wife set up this account in 2019 for our new home, she was incorrectly told that there was a transaction fee for all credit card payments. For six years, we have paid our Atmos bill using our checking account, under the impression we were saving a small amount of money, as we live dollar to dollar and struggle to meet our bills. I was shocked today when I called in about changing our payment method and was told that there actually was never a fee for using a credit card. To the contrary, we would have received cash back on all of these transactions by using a credit card, saving us about $500 over the course of time. As someone who runs a family who struggles to meet its bills, I am deeply offended that my wife was provided inaccurate information that led to poor financial planning for six years. Today I asked to repay these bills with a one-time payment in the credit card I put on file, and then to be refunded for these payments mistakenly made with my checking account. This request was denied.We are asking for an opportunity to remake these payments using our preferred payment method. If this is not possible, we would like a generous credit to our account, proportional to the amount of money we have lost out on due to the false information we were provided.Thank you.

  Business Response

  Date: 06/25/2025

  We reviewed the account and have discussed our findings with the customer on 6/13/2025.  The customer's account was initially set up on autopay with a credit card back in 2019 through 8/2019. There was a duplicate payment made on the credit card. While the customer wanted a refund for the duplicate payment, they continued to use the credit card for autopay.  In March of 2020, the autopay was changed to a bank account, and that was done through our online account center by the customer himself, not done through an agent at our call center.  Also, the spouse was not authorized on the account at the time, so if she had spoken to the call center, the agent would not have given her any information regarding the account.  There has been no phone contact since 3/2020 when the spouse was added to the account.
  
  Due to the above information, and the nature of the complaint, we are unable to provide any adjustments at this time.

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June 2025, I received a gas bill from Atmos Energy for nearly $200, even though my household gas usage has consistently remained low over the past 12 months. As you can see in the usage chart, my average consumption has been below 30 CCF per month for most of the year, and there has been no significant increase in recent usage to justify such a high charge.The temperatures during this period have also been warmer, not requiring much heating, and nothing has changed in my homes gas use habits. I contacted Atmos customer service, but I did not receive a clear explanation or resolution. I suspect either a billing error or an incorrect meter reading.I am requesting a detailed review of my bill, verification of the meter reading (whether it was estimated or not), and a formal response from the company.I am filing this complaint to seek a fair correction of the charges, a proper explanation, and to ensure this does not happen again.

  Business Response

  Date: 07/02/2025

  We reviewed the account after the customer sent and online inquiry about the larger than expected ****.  We advised her via an email response on 6/10/2025, that there was wireless meter reading device on the meter, which accurately tracks daily usage. The device registered 7-10 units per day for several consecutive days from 5/18-2/23/2025. The usage is now back down to normal levels. This temporary increase could have been due to a water leak; additional appliances being used or extra guests in the home.  We also advised the customer how she could see her daily usage on the online account center. 
  
  A technician was at her residence on 6/24 to reconnect her gas after a disconnection.  At that time, the technician noted that the hot water heater had a leak and issued a caution tag and advised that repairs were needed.

• Initial Complaint

  Date:05/15/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My services were disconnected on 5/15/2025. I contacted the company to pay my bill. Someone in ********, ** answered the phone and I live in **. I paid my bill in full to have services restored *** was informed the earliest my services could be turned back on is 5/22/25. This date didnt work for me as no one will be home and the next available date was 5/27/25. So now I'm expected to wait 12 days to have services restored before we can have hot water again. I'm having a hard time understanding how something that is done in less than 3 minutes will take 12 days to resolve. Please help.

  Business Response

  Date: 05/22/2025

  We reviewed the account and note that the customer's service was disconnected for non-payment on 5/14/2025. We sent a Disconnection Notice on 4/9/2025 and again on 4/23/2025 advising that service could be disconnected as early as 5/6/2025 if payment was not received.  The amount due at that time was $411.52 as we had not received a payment since February 2025. 
  
  the customer contacted ********************** and made a payment for $411.52 on 5/15.  The reconnection appointment was scheduled for 5/22 as there were no other appointment times available until them in the area. The reconnection appointment requires someone 18+ to be at the location to allow for access to the home for the appropriate safety tests to be performed to ensure that the gas can be safely restored.  This appointment time did not work for the customer, so the next available date was 5/27/2024.  Since that time, we were able to get an override after some scheduling changes and the customer's gas was restored 5/21/2025.

• Initial Complaint

  Date:05/12/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been attempting to get natural gas service from Atmos since March of 2025. I have sent numerous emails and phone calls to the ** in ***** and even the local representative in ******, **. Im sick of attempting to deal with this company and will be using ** gas instead.

  Business Response

  Date: 05/23/2025

  Hello,

  We have reviewed the complaint from Mr. ******** We have contacted him multiple times regarding installing gas at his property. We notified him of the options available to install gas and the cost of each option. He has not responded back to us with a decision. We tried contacting him again on Monday and we still have not been able to reach him. Once he notifies us of what his decision is we will be able to move forward with the process. 

  Thank you,

  Customer Care 

• Initial Complaint

  Date:05/06/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June, 2023, my father ***** **** passed away. He had an account with ******************** at my residence at ***************************************** *********, TN *****. I called Atmos & told them he passed away & that I needed to have the account placed in my name. In July, 2023, I started receiving emails showing Atmos in my name, & I started paying the Atmos bills. Because our HVAC unit stopped working, I called & asked them to turn off the service because I had no appliances/heaters to use it with. They said they were turning it off the next day & closing my account. I received a final bill in Feb. 2024 for $21.26. Because I showed that I had paid the right amount of bills to them including both ********* dad's account, this puzzled me, as there should not have been a balance due. I found on the State of Tennessee's unclaimed property website that Atmos Energy owed my dad ***** $29.78, so I assumed they had applied one of my payments to his account & that his account showed an overage. On May 6, 2025, I received a door hanger that said my service had been disconnected & a balance was owed of $354.56. I called customer service & told them I had not used the service since 2023, which is why I had had it turned off in early 2024 -- that I do not even have a working heater/appliance that uses it. To my knowledge, it had been turned off when I closed my account. They told me they had no records of me calling & saying my dad had died & that they had kept billing him. They admitted they see where I put the address in my name & closed my account. I said, "I was told the service was turned off at this specific address in Feb. 2024." She said the service had been on this whole time. I asked how I would know it was on if I have no appliances/heaters that use it, if I had been told it was disconnected, & if the State of TN website shows they owe my dad money for his "final" bill. How would my deceased dad know? She then tried to get me to put HIS bill in my name & force me to pay balance due.

  Business Response

  Date: 05/30/2025

  We reviewed the account and recorded calls from 2023. While Ms. ******* did request service at this residence on July 20, 2023, she did not inform Atmos that her father had passed.  Her father, ***** **** had a landlord agreement at that residence, whereby when someone moves out, it would automatically be put back into his name until someone new moved in.  Had we been notified of his passing, that landlord agreement would have been terminated.  When she moved out on 2/5/2024, the service was automatically put into ***** ****** name, per that landlord agreement.
  
  Upon speaking to Ms.Tidwell  and researching the old accounts, the decision was made to reverse the billing back to 2/5/2024 and the remaining charges were removed as of May 9, 2025.

  Customer Answer

  Date: 05/30/2025

  I have reviewed the business response and accept this resolution. Thank you. I do remember telling them that my father passed, however. Anyhow, Im appreciative of the response and actions taken. Thank you.

• Initial Complaint

  Date:05/05/2025

  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.

  The only thing that uses gas in my home is my hot water heater. I can't use the central air nor central heating due to foundation needs repairing.

  Business Response

  Date: 05/08/2025

  We reviewed the account and note that there is a wireless meter reading device on the meter.  This device can remotely send us daily reads that show the consumption by day and not rely on a technician to physically read the meter each month for billing.  We can see by these daily reads that during the March and April billing cycle referenced in the complaint, that the customer was using 2-3 units of gas per day, even in the warmer weather.  We did have a technician go to the home and do a full leak investigation and there was no gas leak detected, and that the meter and wireless device were working properly.
  
  In the complaint, the customer indicated foundation repairs.  The sudden increase in consumption could indicate a possible water leak, that would cause the water heater to run continuously, thereby increasing his bill. He wireless device shows that the consumption has come back down for the month at 29 units, with only 3 days left in the billing cycle.  

  Customer Answer

  Date: 05/11/2025

  I  first reported the increase in my bill in February of 2024. The representative stated that records show that I have central heat and air.  That is true but as i stated it is not operative. There is not a water leak in my home. They are assuming when it’s cold I am using central heat. I have electric heaters in my home. My bill only gets excessive during winter months. If the hot water heater is constantly running the bill should remain the same. It got high in the month of February 2024 when it was cold then again in March and April 2025.  Once again there is no water leak. I am currently waiting on the bill for May 2025 to prove my point.

  Customer Answer

  Date: 05/20/2025

  This is the usage for May 2025. Still extremely high.

  Business Response

  Date: 06/12/2025

  Mr. Wilson's bill that he attached for May is for both the May consumption of 31 units of gas ($85.28) and an installment plan amount that he agreed to of $67.76. This is the final installment of the payment plan that he agreed to back in April.  His consumption has come down from 67 units last month, to 31 this month. That further confirms there is no gas leak, or the consumption would stay at the previous level or increase.
  
  We have attached the daily reads from the Feb 2024 bill that he referenced.  You can see that there are a couple of days where he uses 2-3 units of gas er day, then it drops back to 0. this is not uncommon where Texas winters can be unpredictable. A water heater will consume this much gas during the wintertime, and especially when it is trying to hold temperatures during colder spells.  Mr. Wilson called us shortly after receiving this bill and we did a full leak investigation on 2/19/2024 and there were no leaks found and no meter irregularities.
  
  We recommend that the customer have his gas appliances checked for proper settings and maintenance to achieve the gas savings he is expecting. 
  
  

  Business Response

  Date: 06/12/2025

  Attached is the daily reads for the month of Feb 2024.

• Initial Complaint

  Date:05/03/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received email my bill was due by 5/1/2025, my service was cut off by 4/29/2025. I paid bill of ****** by 4/30/2025. I called service company, informed them that no termination notice received, she stated it had been. Termination notice sent after service ended, per documentation service disconnect early as 5/9/2025. I was inconvenience for several days alone with no hot water, I also lost day of work waiting on them to come turn service back on documentation attached.

  Business Response

  Date: 05/08/2025

  We reviewed the account and note that the customer was on an Installment Plan and payment was due on 4/2/2025 for $256. The payment was not received by the due date, which caused the installment plan to go into default, which then causes a disconnect order to be issued on 4/7/25. this disconnect notice advised that the balance of $514 was due before 4/21/2025 to avoid disconnection. 

  The most recent bill processed on 4/16 and she received a due date reminder on 5/1 that the full balance of $587.1 was due, as the payment was received after the bill processed. This reminder email/text is set up by the customer and is just a reminder that you have a new bill that processed and is due. This reminder does not override the previous disconnection notice, especially when payment had not yest been made.

  The services were disconnected on 4/29 as we had not received payment. The customer made a payment the next day in the amount of $515 to take care of the past due amount.  The reconnection was completed on 5/2/2025.