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Business Profile

Natural Gas Companies

Atmos Energy

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Natural Gas Companies.

Complaints

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

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Atmos Energy has 30 locations, listed below.

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    Customer Complaints Summary

    • 161 total complaints in the last 3 years.
    • 43 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/01/2022

      Type:Billing Issues
      Status:
      Answered
      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 not receiving my Atmos Energy bill on a regular basis. I have only received the twice since November 2021. I was only recently able to access my account online.
      I moved into my house on October 31, 2021. I am not getting my bills. I paid the bill in its entirety in January. I did not receive another bill until I got a notice for service to be cut off in April in an amount of over $800. I asked that my meter be checked due to being a long-term customer and my never having been that high. The technician came on April 13th and I was told that the meter attached to the house gave a different reading that the meter used in the truck. The meter was replaced. I was led to believe my bill was going to be reassessed due to the faulty meter. I got another notice, not a bill, that my gas would be cut off due to nonpayment. After talking to several different customer service agents, I was told that 1. Despite the technician telling me verbally that there was a difference between the truck and house meter, all of the readings for my house were correct. 2. The technician filed his report saying that the meter worked correctly with no mention of the truck meter getting a different reading. 3. Even though the meter was replaced, the bill was correct. I have talked to multiple agents on the phone and tried to talk to someone in the local office b

      I got a bill in June. I have received 3 bills since I moved into my house. I have been working towards paying the disputed bill. My bill for July was roughly $62. My bill for August was $162. My bill in September was $62. The only use of gas in my home is the hot water heater and heat. The bill doubled during the hottest month of year. My children went to school in August so not living at home and so less water is being heated and definitely no heat is being used. The children were home in July but not in September but the bills are almost the same. Atmos is overcharging or faulty meter readings and refuses to correct the problem.

      Business Response

      Date: 12/02/2022

      Business Response /* (1000, 5, 2022/10/03) */
      We have attached your billing history for you and included some older consumption history for the home. You have a wireless meter reading device that sends us your daily usage each day. The meter that you had when you moved in was a new meter installed 9/18/2019. The technician that went out 6/3/2022 replaced the meter again for you at your request but did not note any issues with the current meter. Your overall winter usage is in line with prior years in the home. We also attached your daily readings and highlighted any day where the meter registered more than 10 CCFs of gas. Noted off to the side is what the temperature low was that day. This past January and February you experienced several days with temperature lows below freezing. Your central heaters would be working harder on those days to maintain the temperature set on the thermostat in your home. See the below temperature website: https://secure-web.cisco.com/1WsMc_hW7_fVq1k-hRL0hDRlX5XrwUTj3_JCrXEiC5lULyMFAXzWlmVAYdVTcKwBhN2YPVd4JHHA3aW-xJ-31o83xQvKelh5EqjzPTfb1ytJPoG63LiUqdr_cCiw0yj5zrl_n4mhJ5bpr0XqPuO5LSWsRSsn2aULqPsMA-M4fZE2gWVgepHw8ZJ15-xqB7d-k6Ep-d4qPlGKcaitaL0AeFdDAtnZuyOjuPbP3h7BGejGglDu2kr9BdLQQTnF1-PHLlD63b_BE7VA0WaoFXSQYww/https%3A%2F%2Fwww.timeanddate.com%2Fweather%2F%XXXXXXXXX%2Fhistoric%3Fmonth%3D3%26year%3D2022

      You can monitor your daily usage on our website by setting up a web account. Overall your usage looks accurate according to the weather in the area and the history of the home. For any other questions please call us at XXX-XXX-XXXX.

    • Initial Complaint

      Date:09/20/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      On 9/3/2022, our automatic payment for natural gas went through for $435.77. Our usual gas bill is about $40, so we immediately contacted Atmos to report a possible leak. We hadn't smelled any gas but our usage report from 8/22/2022 showed a huge increase in gas usage (252 CCF vs 8 CCF the prior month). This massive increase was visible to Atmos before it was visible to us, but they did not contact us or check the meter according to their technician who came to our house on 9/3/2022. The technician found a loose nut (essentially) on the meter that was leaking gas into the air in our alleyway, outside of our 8+ foot privacy fence.
      Atmos is refusing to adjust our bill, stating the leak was on our side of the meter, regardless of whether we had any notice and regardless of whether they had notice.
      The technician indicated that the leak might have been ongoing longer than we were even seeing on the bill, due to estimates being done vs actual readings happening on a regular basis. He indicated this bill might not be our last large bill. He confirmed he saw no damage to the connectors - ie: no one caused this leak. He said we would not have known about the issue unless we smelled the gas and actually touched the connectors to see if they were tight. If the gas provider was doing regular maintenance, it would seem this issue would have been avoided.
      As stated above, we notified them as soon as we were aware of the problem - by seeing a huge increase in our alleged usage. For public safety alone, they should be looking for anomalies like this, to ensure that gas leaks are detected in a timely manner. Dallas had gas explosions last year that resulted in death, so it appears they were on notice of the risks of ignoring these issues.
      At the very least, we should not be responsible for any further charges above our previously normal usage. I think it would be more fair if they cut that last bill in half and consider it a credit to our account.

      Business Response

      Date: 11/10/2022

      Business Response /* (1000, 5, 2022/09/21) */
      The customer's account has been credited $404.98 due to the leak on the meter. Typically any leaks beyond the meter are the customer's responsibility. Customer's usage was found to be normal with the actual read in June so leak began sometime after. Please call XXX-XXX-XXXX for any further questions.

    • Initial Complaint

      Date:09/16/2022

      Type:Product Issues
      Status:
      Unanswered
      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 billed Leonard Peterson for 24 months of service that was unpaid. **** ******** noticed a mailing in regards to the unpaid balance. The notice informed the residence that the service would be cut off. In order to keep the service available they required immediate payment. The person contacted said that I would have to pay for reestablished service charges. Then that same person recorded me,(**** ********) agreeing to pay to keep the service. They tricked me into agreeing to pay the entire balance of $905.00. I did not have enough to pay that entire balance and instead payed 1/2 of the balance due. The responsibility for the total bill was Leonard Peterson's. I paid the full balance in order to keep the service established at 3516 Cork Place, Fort Worth, TX. I am sure that they were more than happy to have me, **** ********, pay the full balance due. The balance should be turned over to Leonard Peterson for collection. I should be paid back the entire balance due.
      My actions kept them from collection efforts and from cutting off and reestablishing services at the address. I was tricked into paying the outstanding balance by Atmos Energy accounts receivable staff. This is clearly an instance where Atmos Energy used their business savvy staff to manipulate **** ******** into paying the balance to keep for having to retrieve the balance from Mr. Leonard Peterson. Also from having Atmos staff from going to the residence to cutoff and reestablish service.

    • Initial Complaint

      Date:09/10/2022

      Type:Product Issues
      Status:
      Answered
      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.
      A atmos rep was dispatched to turn on my gas. He subsequently turned on the gas and was allowed to go into my upstairs unit unsupervised as I had another contractor there. Upon returning, I noticed my rayban sunglasses were missing. My contractors stated the only person in that room (which is the kitchen and doesn't have cameras) was the atmos energy worker. I was up there right after he left and confirmed they were missing.

      Business Response

      Date: 11/08/2022

      Business Response /* (1000, 5, 2022/09/12) */
      Please file a claim on our website at https://www.atmosenergy.com/********-service/claims-process and your inquiry will be researched by a claims representative.


      Consumer Response /* (3000, 7, 2022/09/13) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Thank you, Until the matter is closed I consider this an ongoing issue. I have filed a claim through your system and will close the case once resolved.

      Thank you for the timely response.

    • Initial Complaint

      Date:08/25/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 just moved into my home with my two small children, I have scheduled for the gas to be turned on for three days and have not been notified that a technician was here, did not hear a knock on the door and was told today that their policy is not to ring a doorbell in case of a gas leak. I need to be able to cook and provide hot showers for my children and am unable to do so because this company will not send a technician back here today

      Business Response

      Date: 10/12/2022

      Business Response /* (1000, 5, 2022/08/26) */
      We show gas was turned back on 8/26 same day after the appointment was missed. Please call 888-286-6700 with any other questions.

    Atmos Energy is NOT a BBB Accredited Business.

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