Atmos Energy
Reviews and Complaints

The gas meter was retired and new lines were put in by Atmos. I repaired the gas line on my property at 1113 Ellis and called for new service. I received a 600.00 invoice to pay for connections from the meter to the street which actually belongs to Atmos. Why would Atmos charge customers to replace any portion of the line their lines which were removed to installed new meters. I am asking for a complete investigation. Please investigate. Policy is not clear. A explanation or itemized cost of materials and labor should be provided to customers along with an option to select ways to pay.

I've been told I have a gas leak AFTER a crew turned my gas off, dug a hole, and installed my neighbors gas meter.

Now I'm being told the gas leak is my issue to have fixed since the "crew" couldn't have caused the problem and I won't have heat or hot water until I find someone and get it fixed.

In addition the meter is located quite a way from my house and I'd like to have it moved to my property.

My latest monthly bill is approximately 4 times what it typically is. I've heard rumblings about Atmos billing or meter reading errors. I expect Atmos to allow me to pay the inflated balance over several months. I expect Atmos to do a meter test and re-reading to ensure my inflated bill is accurate. I would like the opportunity to review the calculattions for all months that pertained to the inaccurate billings. In addition, if the inflated bill proves to be true, Atmos should allow me to pay the inflated balance over several months.

I accidently overpaid my account by 84.40 on 01.03.23 and since I have another account I called on 01/12/23 when I discovered I had erred asking Atmos csr Robert to transfer that credit to another open account that I had on another property. It took them over a month to do it and now they are charging me the credit twice on the first account and once on the second account. So basically, I am paying three times plus my credit. I have called atmos the following dates and nothing has been corrected. I filed a BBB complaint to which atmos did not respond, I filed a Public utility complaint which also not received any answer. These people are theives. I have now file a scam complaint for abuse against the elderly with the with US Attorney Generals Office.

These are the dates I contacted atmos via telephone:01/12/23, 01/27/23, 02/13/23, 03/03/23, 03/08/23 and via email I have complained twice on 03/08/23 still to receive no response from corporate executive offices. With all due respect our calls go to call center full of unskilled accounting challanged personel, who are NOT equipped to handle or correct these situations.

My next step is to file a classaction lawsuit as it is not only happening to me.

had gas leak on 2-13 and you came out and turned off gas. leak was fixed, called atmos to come turn gas back on. after 3 cold days you finally showed up. i have called SEVERAL times and once was told i was on the list for 8-8:30 morning 2-14 noone showed up. called again and she said the technician was on an emergency call. i told her i was an emergency. after many calls, the technician came this afternoon and turned gas back on. after wearing a coat, hat, gloves and scarf for 3 days i am beginning to thaw out.

worst service i have ever had from a provider. if i can find another gas carrier i will change

In the alley behind my house (5953 Kensington Dr. Plano, 75093) an Atmos contractor was working and found a link in the gas line. To fix the leak they broke through the concrete alley surface. This was in the fall of 2022.

Later the hole in the concrete alleyway was patched with asphalt and not concrete. I am asking Atmos to patch the hole with concrete like the rest of the alley

Has anyone been billed a quadruple amount from last month? I have! Atmos Energy! Bill every month for the past 2 years has been nothing over 80$ last month was 434$ spoke with them. They sent someone to check the meter. They stated tht the meter was correct and no gas leak so I would have to pay the full amount! I asked them how could I use that much gas in a month. They didn't know and couldn't explain. Very upset with Atmos never had this problem!

I'm a bit pissed off the fluctuation in the billing for the following months and why my billing for December and January have skyrocketed to over $100.00+:

Jan 24, 2023 $158.91,Dec 22, 2022 $126.50,Nov 23, 2022 $49.84

Oct 26, 2022 $47.15,Sep 23, 2022 $59.92,Aug 24, 2022 $38.33 This is ridiculous to say the least all excuse in the colder months.

For over 10 years I will call atmos at the end of each month to get the amount due for the following month, come the 3rd of that next month I will call and pay the full amount due with my debit over the phone, my dec. 2022 bill for nov. Usage was in the amount of $45.55 I paid it in full. On dec 29 2022 I called atmos to receive my total amount due for jan 2023, the automated voice replied that my bill was $36.33 past due, I called and spoke with an associate, I was told that $36.33 was applied back to my card and that the mistake was theirs I called my bank, that was incorrect it never posted nor returned, I called atmos back and spoke with another associate she replied that the mistake was theirs and it's correct now and my amount due is $96.92 and that my interest rates went up.

Dec.30 I called atmos asked to speak with a supervisor I was denied and spoke with another associate, she replied that atmos mistakenly applied $75.40 to my account but they corrected it and that my bill for nov. Was $81.88 yet my total amount due from a previous zero balance showed on my dec. Bill for nov. Usage was in the amount of $45.55 which I paid in full, the associate went on to say it's winter, I replied there is no difference in my usage, she replied my jan. Bill is $ 60.59 plus the past due amount of $36.33, the $36.33 was never mine it was part of the mistake they made. My jan 2023 bill should not be $96.92. My previous bills were, nov. $45.55, oct. $39.07, sept. $30.93, aug. $34.22, july $28.30 all paid in full and now with the mistake that they admit to my jan. Bill is $96.92, double the amount of my previous bills in over a year.

BBB complain - Description of Complaint:

On Oct 28, 2022, I received email from ATMOS Energy advising statement ready. I was flabbergasted when I saw the amount. 5 times the norm. It was for $216, normally in summer less than $50 as I live in a 1600 sq ft home ALONE with gas water heater and gas stove and keep my house cold. I do have gas heat but Dallas temps were still in the upper 90's at that time. I immediately called ATMOS. Asked for tech to come out because there's probably a leak. The tech came out that evening and he said this OLD meter is leaking causing the issue and he changed it out. He told me to call for adjustment on Monday since it was Friday. I called on Tuesday and put in request for adjustment and was told to stop auto pay and they'd get back with me. I stopped auto pay immediately after call. I still haven't heard back from ATMOS. Well today November 14th I get email thanking me for the $216 payment. How could that be when I haven't heard back about adjustment AND I definitely turned off auto pay. I called this morning at 8:00am. Talked with rep Ginger who was totally useless, TOTALLY! I asked for supv and was given Linda #23043 Account Supervisor in Waco. I explained the whole thing over to her AGAIN and she said an adj was given. I was surprised and I asked how much. She said "$0.07". Yes 7 cents. I told her there was some mistake and she said nope and that they had been underbilling me. I asked her to explain. She couldn't, just said that was what the notes said. I refused that and asked for a manager. She had to take a callback for manager. It's 6pm and I've had no call from ATMOS. I've sent LinkdIn and Twitter posts to ATMOS company officials and Twitter is next. but this needs to be resolved. How could they put in request to my bank for payment when I stopped auto pay without a doubt and why was I never contacted regarding leak and adjustment. This is such poor customer service. I need this resolved and I need someone to contact me.

Desired Settlement:

Refund

They started digging many holes all over the Varsity Circle and University and 2nd street. I noticed these men took a LONGER lunch break. I walked out and told them I am a ratepayer and tired of a long delay to fix up our street.

Many neighbors will start a petition drive and will face to city council meeting against NorthStar/Atmos Energy for delay and deadline time.

I called Atmos to switch our service on Sept. 23rd 2021 from Forest Park Blvd (close account) to Long Rifle Dr( turn on service under partners name)

Instead they created a new account under MY name but they didn’t tell me that’s what they did. At our Ling Rifle Dr. House, we received bills for our old address in Oct. 2021 and November 2021.

We called Atmos to ask what was going on. We told them we closed that account in September and moved the account to Long Rifle Dr. We were told we had to pay because the Representative in September didn’t close and switch the account! He instead opened a new one under my name for our new address and left the account open even after I told him several times the account needs to be switched over and closed! We were told a manager would call us back regarding possible refund. No call back!

They never reimbursed us for the bills (the house was being torn down no one was using gas) and they told us they would switch the account.

I didn’t receive a bill afterwards so I assumed they switched the account to under my partners name and set up autopay.

I received a bill today for $841! They NEVER switched the account and set up bills to go to my email when I never asked for that!

I called the company and nothing! We have to pay 70$ a month now, no reduction in charges even though this happened because Customer service didn’t care enough to get it done right! The only gas provider in Texas is Atmos! It’s ridiculously expensive $1.00 -$2.00 per ccf! It’s a damn monopoly!

Atmos had to work in the area, so shut off the gas. Later a professional returned to turn on the water heater. Didn't check the air heater. No communication on setting.

My family knows where to turn the faucets for hot water. Our kids were burnt by very hot water, luckily they got out. Our faucet was on hot water while part way on the cold side. I never thought it could get that hot. Could they have damaged our heater? Cost us more gas?

Also, why is our bill suddenly jumped higher than ever at the start of 2022 and is still about the same in March. What is going on?

On Monday, March 14, 2022 the Meter Reader for the 1200 block of Dublin Street (located in Greenville, MS 38703) came out to read the meters. This same meter reader whom we've had multiple complaints about, was the one who came out. He is African American, about 6 ft. tall, maybe 185-190 lbs and has long dread locks. On yesterday he read all of the neighbors' meters except for ours. When my father tried getting his attention, he ignored him completely and kept walking without even looking back. I then contacted Atmos and I spoke with Kimberly, one of Atmos' Customer Service Agents. Kimberly was very understanding. She explained to me that the reason why the meter reader did not read our meter was because the new meter that we had installed about a month ago is wireless and can be read directly from their site. No one had told us that before. Kimberly went on to say that the meter reader should not have behaved so rudely and all he had to do was explain to my father that the reason why he did not read his meter. I told Kimberly that this was not the first time that we had problems with this meter reader's rude attitude and curt behavior. Kimberly agreed that it was very rude and disrespectful for the meter reader to behave this way and she said that she would send a report to the Meter Reader's field supervisor and have him to contact the meter reader directly. Having said that, since we now know that the meter reader no longer has to read our meter due to it being wireless and because of that particular meter reader's extremely rude and disrespectful behavior, we do not want him anywhere on our premises from this day forward. We, as Atmos customers at least deserve to be respected since we are the reason why Atmos has an operational business. It is my sincere hope that the Area Supervisor addresses this meter reader about his rudeness and other past issues that we've had with him immediately and reprimand him accordingly.

We contact Atmos to inform them that we were moving on 11/19/21. They stated that the account was already set to have a name change effective that day. Acct # [protected]. We have received a bill for gas usage for the month of December. We have not lived in the house since 11/19/21. When we called, they stated that they will not change ownership of the bill for that address until Monday, Jan 10 and that we are responsible for the payment of the gas usage during that time period. WE DO NOT LIVE IN THE HOUSE OR OWN IT.

My monthly bill is not correct and the meter reader is not properly coming out to resolve the issue. account number#[protected]...I need to issue to be researched and resolved...I started my service on August 1 and my billing was incorrect 2 of the 3 months I moved to this location..I'm very disappointed with the service. Come I please get some assistance..I called customer service several times and the issue has not been resolved!

In the month of June 2020, I complained on gas bill cause within 5 months from 0ctober of 2020 to February of 2021, my bill has raked over 600 dollars. The technician sent someone to check it and told me there was a leak and shut it off and that I need to contact a plumber. The plumber claimed it was a minor leak cause the valve was left open, so who left the valve open that is the area of the house that I don't ever go to. The only people visiting that area are the technician reading the meter. if there was any leak due to defective parts it is your responsible to keep every one safe by changing the parts that are needed without waiting for it to leak before you send someone to change the parts. I ended paying the plumber over 600 dollars for waiting for your company to get there. If not you will not turn my gas on. If your technician had come on time I would not have paid for them to wait for over 5 hours. I am requesting for my money back.. I am requesting for my money back.