Energy commission had Atmos replacing my meter. Unfortunately, they did so without telling me ahead of time, so I, like many others, woke up to a cold shower and an unheated house. However, not to be deterred by so many negative reviews (they DO own the pipes up to the meter, and getting in an argument with them would only result in a stalemate of nobody being happy), I gave them a call to which I was told they should have left a note on my door. Sure enough, when I got home from work there it was (I hadn't thought to look there, as I use my garage almost exclusively). Called Atmos back up and scheduled to have the technician to return the next day to have it reconnected (I was able to negotiate a narrower of 8-12 by simply waiting an extra day). By the way, the automated phone system to talk to a real person is not at all complicated - caller ID automatically identifies you with your account and your property, you select the 'Other issue' or 'I need something else' options and just wait. Door tag said to call the emergency line to get it reconnected. However I wasn't desperate enough for the 7-day, 24-hour "emergency" call, and customer service was able to set up the scheduling just as easily. Phone rep was friendly, helpful and polite and was able to set up the scheduling, making the suggestion for the extra day's wait to achieve the narrower time frame. Received an automated call this morning from the customer service line right at 8am saying the technician is in the area and will show up in 1 to 1.5 hours. 8:30 he drove up and was unlocking the meter, testing the pressure, sealing the pipes and checking for leaks. Minutes later the pilot lights on my water heater and furnace were lit, drawing air, and working perfectly, and he was apologetic about the inconvenience of a couple days without heat. All in all very professional. Only thing missed: the screw to fasten the inner bulkhead panel to the frame on the water heater. However, that was the ONLY thing he skimped on, and it's an easy fix once the panel cools back down between cycles. read more

One star is too many for this sorry company. My gas bill tripled in February. We never have our heat higher than 67. They won't do anything about it either. They are a monopoly so why would they do anything. read more

Horrible service! Our service was disconnected with no warning or notice. Account was on automatic payment and fully paid with no problems. All of a sudden, our gas is now turned off, and they cannot turn it back on for almost a week! (5 days) What about our hot water, stove, etc? EXTREMELY disappointed with this damn company! read more

Clueless customer service. Won't light pilot light and won't tell you when they're coming so inevitably keep having to reschedule.

AtmosEnergy is a terrible Natural Gas provider for the Great State of Texas. However there Bad Practices have gone unnoticed and overlooked by blind eyes. AtmosEnergy will continue to Monopolize the Gas Industry here in Texas until we stand up and say "enough is enough" . I received a Bill for a house that was being renovated during the 2021 ice storm for $663.45 and was told by there customer representative, it's because there was no "body heat" generating inside the home? Say what? That's the craziest thing I've ever heard. I started to look for another provider, to find out that there wasn't any other? WOW!!! Sad but true. Has anyone ever tested AtmosEnergy meters under extreme temperature? I truly believe the only way out of this bind is to convert everything too electric and having Solar Panels installed on all of my properties? No more gas, less electricity Bill, problem fixed. read more

Atmos had "no record" of me closing my account and charged for me for 6 months of service that someone else used. Customer service was good but at the end of the day they are thieves that leverage their system against you. The website is very low quality as well. Never again will I use Atmos. read more

They (atmos and their contractor) dug holes in our yards to replace gas lines at the beginning of November 2020. After the initial digging, no additional work was done until MID MARCH of 2021. It's March 23rd now and we still have holes. These holes have sat here empty serving no purpose for five months. Plus, I'm pretty sure they damaged my sprinkler system in the process. read more

If you ever get the misfortune of being connected to Dave in the Waco branch, i suggest you hang up immediately! This customer service rep constantly interrupted me when i was talking. My gas was off due to a suspected leak. I was advised to bring in a plumber at the same time the atmos tech would be there so they could turn on my gas and the plumber check all my appliances. The tech was now 20 minutes late, so i called atmos for an update. I told Dave my son and I are in a 44 degree home, i need to know when the tech is coming so i can have my heat back on. Dave told me to "calm down," because my situation (my son and i freezing) is not an emergency. I asked could he check if anyone is on route? he said "ma'am i cannot do that," in the most condescending tone. If you can't check, then what is the point of your job? I made a complaint to the supervisor and i will follow up! Disciplinary action has to be taken on employees who tell customers to "calm down" when they say they are freezing with their child! I wish i could give zero stars. Looking for a new energy company at the moment! read more

Had some trouble with my heater, guys came out and turned off my gas and told me that I needed to get an inspection....... I can only get that in 4 days and I'm in the middle of a winter storm warning. Bottom line, these guys don't care, they'll take your money and won't really help read more

The monopoly strikes again. Service disconnected on a Thursday (I'll own that part) but even after paying the bill, a reconnect fee, and an additional deposit, cannot get reconnected until Monday afternoon. One would think that the ONLY option for gas service makes enough money to have plenty of service techs and or could sub-contract.No local number to call listed anywhere. If i had ANY other option, even one where the rates were double, i would switch immediately. read more

They provide terrible customer service. I called to change my automatic draft information twice and neither time did they do it. You cannot even send a real customer service complaint because you are limited on the number of words in your message. And yes, it's a monopoly. read more

They have super high prices! Lots of hidden charges. I hardly use any gas but my bill is so high cause of these charges. I would never rent or buy home that uses gas again! They have a fee for starting service.. fee for this... fee for that... don't charge by your month, but by there reading so you always are paying more! HORRIBLE! HORRIBLE COMPANY THAT WANTS MORE OF YOUR MONEY!!!!!! read more

I guess when you have a monopoly you get away with whatever you want. They give you a 4 hour window, don't do a call to let you know they are coming, and if someone doesn't hear them and doesn't answer the door, they don't call your cell phone like a normal company might do, they just leave. Ridiculous. When I called to complain, they just said sorry, we are too busy to make a call and wait, we have to move on to the next house. Horrible company, horrible service. read more

RIDICULOUS! They can't turn on gas until MONDAY. The temperatures will be in the 30s this weekend! That's an AWFUL way to do business. They don't care about their customers. I don't do well in the cold, nor does my little dog. Do they care? NO! read more

The worst company i ever seen. Never call them. Best - get rid of gas in your home. Never call them w any problem - they will just disconnect you, taking weeks to connect back. read more

Atmos turned off our gas early this morning to do work regarding the huge holes they dug in our front yard several months ago. They then gave us a SIXTEEN hour window to have it turned back on. So I take off of work and sit here all day while loads of Atmos workers are around but none of them can actually turn on the gas. And someone must be at home during that time period to hear them KNOCK on our door, since they do not ring doorbells. They are telling me it might not be until midnight. And it is cold! How am I supposed to hear someone knock that late at night? They are seriously suggesting I sit near the front door until midnight. ATMOS SUCKS. read more

Constant issues related to billing. The automated payment system seems to always be down. Would not recommend if you are new to the area and looking for a provider. read more

I work for a corporate gas company in the Dallas area and have received multiple calls from Atmos customers looking to switch providers due to such inferior customer relations. I sat on the phone with a woman for 10 minutes yesterday listening to her struggles over not being able to provide hot meals and showers for her children. Atmos Energy is not willing to work with their customers who are struggling to survive in today's economy and it reflects poorly on their business ethics. read more

worst company ever..they charge high prices and when you called them and ask wy they will say oooh we didn't charge it right last months.. read more

I have been Atmos customer for more than 25 years. Then I had a heart attack. After 25 years of on-time payment, they cut off my gas on Friday, August 15 -- although the bill had been paid online on Thursday, August 14. But since my husband, who called and made the payment via phone, wasn't "on the account" (despite the fact that I added him three times in the 17 years we've been married), the company refused to cancel the shut-off, or turn it back on until I got out of the hospital and called personally. I called this morning, and the gas might be back on Monday -- leaving us with no way to cook, and no hot water for the weekend. The amount of the past-due bill? $28.16. The number of days it was past due? 14. I tried reaching Atmos via email, Twitter, and Facebook - no online contact information was published. There's no online chat, and no 24-hour number to handle billing problems. I tried calling from the hospital, but the hospital phone system cuts off calls after a few minutes of "on hold" time. I hope by posting my personal experience here that those considering a new utility in my area can make up their own minds about what company to use. I came away feeling that Atmos treated me the way an anachronistic monopoly that has forgotten that Texas now has deregulated utility service might have treated my parents, back when they had no choices. I felt as if they had absolutely concern that they were likely to use a long-time, prompt paying customer, or that there might possibly be a better way to treat people than to leave them without service for days due to a cut-off caused solely by the ineptness of the company's own staff and its outdated, outmoded policies. read more

Getting billing issues corrected with Atmos has been a nightmare. I wish I could give them 0 stars.

Unfortunately a monopoly.. and acting like one too. Connection fee has shot up to $65.. with a 1 week wait for connection! Just to turn a key. When I indicated my frustration about not having a choice, the operator said .. you do have a choice - morning or afternoon - and then warned me that if I am not there leaving my work for half a day, then they will just not turn the key on.. and that I will have to wait another week. Getting worse from my last 8 years experience. That is called how monopoly screws the consumers. read more

I received a bill last month that said I used $325 of gas when my usage was $60 in the prior months. There is no way I suddenly used that much gas but if I dont pay it my gas gets turned off since there is no alternative gas utility. read more

the worst company i have ever had to deal with in my life. For some reason they keep sending me bills (house was sold 3 months ago). Every time i talk to customer service, they are rude and get nothing done. Of course you have to wait 45 minutes before you can talk to these poorly trained agents. I don't think there is much competition out there, so i guess you have to use them. Some one please fix this dreaded company. read more

Horrible service!!!! I ended up moving into a different apartment number in the same complex and tried to have them transfer my information. They told me there would be a service fee for the meter read. However, I was charged DOUBLE that amount just for having the gas turned on at that location. Tried to call them about it and call them out on their hidden fees, and they just didn't care. Unfortunately, this is the only place my apartment allows, but I can't wait to get away from them. read more

Worst gas company POSSIBLE! The way the customer service treats its customers is beyond reprehensible because they have monopoly and do not seem to care. When I tried to activate my gas service- I was made to wait for 4 hours and they still did not show up. Its only when i called to ask what happened and insisted on speaking to the supervisor did I get any response that the service team had another task to deal with. They were incredibly inflexible about service times- they have no respect for working professionals who don't have the ability to sit around indefinitely for the utility team to show up. They REFUSE to let customers communicate directly with the service driver to get an updated ETA. they REFUSE to let drivers call customers to provide a narrower window or let them know when they are 30 mins away like most other service companies do. the worst part is how absolutely unapologetic they are about it. After I did finally get my gas activated, I hoped it was the last I would have to deal with their customer service center but wonder of wonders, there was a problem with my account activation online. I call the customer service representative who said she could not see anything wrong on her end and so tough luck to me! I asked to contact the IT department and she said she WOULD NOT allow any communication with the IT dept. Hmm.. I am a customer with an IT problem, they have an IT department but they couldn't care to actually get my account activated. the City of Dallas should be ashamed to allow such a business to hold its consumers hostage. How is that even legal today!?? Monopoly = disregard and disrespect for the customers. Not acceptable. read more

This company has a regulated monopoly in my area, they shut off my gas without notice and then when we called to have it turned back on we were told their technicians only work 8-4. What kind of utility company has technicians that only work M-F 8-4? Now I or my wife must take off work so a person can come turn a valve. They will not work with you, they will not make any concessions for their customers. You are treated like a hose pumping cash into their pockets. Awful customer service and an overall awful company. I wish utilities were regulated differently to give the consumer choice, but this is capitalism where the consumer is routinely screwed out of their time and money. EXTREMELY DISSATISFIED. read more

They send you a bill with literally hidden fees. Your usage is listed, but your bill will be 2 or 3 times higher than the gas you used and it won't be disclosed to you what you are paying for. read more

Not a happy customer at all. I woke up one Friday morning to cold water and a freezing home. It was obvious my gas had been shut off. When I called to address the issue they told me the bill had not been paid. "Okay not a problem, let me take care of the payment now." So I made the payment and asked what time I should expect to have it back on? The next business day which was Monday. Then she came back on the line and told me it would be Wednesday instead because they are busy. Very cold weather was expected over the weekend and I asked if there was anyway to get someone out sooner and I would pay an additional fee to do so. She simply said no five days from now is the soonest someone can come out. I can understand a 24 hour turn around time, possibly even 48 hours. But 5 days of no heat or hot water in cold weather conditions seems beyond excessive. Being a resident of Frisco, Atmos is my only option for gas. when it comes to customer service I have to say it is the some of the poorest I have seen. And when you are left with no other options for energy providers they can tell you and do whatever they want. And trust me Atmos energy does. read more

Absolutely corrupt. We have a rental that was empty for 4 months. We turned heat off, water heater off everything that used gas. No one even opened a door or window to let air in. Our bill went up every month. The last month was over $100, which was more than our renters paid when they moved in for their first month and used all appliances etc every single day. Atmos says they don't read meters every month, they "estimate" from previous years. REALLY? How is this fair that you charge people for something they don't use and that's OK ? !!! Poor business practice, poor customer relations, poor ethics, and there must be something illegal in there too. Unless they are just part of the gov problem where everyone gets away with everything...except the consumer. We have no recourse except to warn others. read more

I have no greater frustration with a vender than I do with Atmos Energy. I use online bill pay through my bank, and every single vendor I pay gets paid on time EXCEPT Atmos. There is ALWAYS some delay in processing on their end. I started bypassing my bank's bill pay and going directly to Atmos' site to pay through their portal, but even still there are dunning emails, etc. when I'm NOT LATE. After two years of frustration simply with their billing practices, I'm switching to TXU. Too bad their business office is running off customers. read more

Turned off my gas without warning and wouldn't turn it on for 3 days. No one could help me. Showered in the cold and couldnt cook for awhile because someone not on my contract called and had my services shut off. read more

We recently discovered we had a gas leak and have to replace the line from meter to our house. Timing was off as usual this was late Thursday the city had to cut gas off. It was off Thur.Fri. Sat.Sun. AND Mon. (presidents day City was closed) No heat,no hot water. Got the repair okay to turn on Monday at 120pm waited on Atmos to turn on kept calling and called after 5 and was told they had techs 24hrs that my service will be on. Called Tuesday morning 7am and was told we would be first that the call center spoke directly to dispatch ... it's close to 10 AM and still no gas I call back now they says they cannot call dispatch. I have sick kids one with flu and husband had open heart surgery... atmos needs competition read more

I had no issues with Atmos until their system automatically deemed my account inactive. One day we woke up and there was a lock on our gas because of a computer error. Then they charged us 3 months of gas at one time because of that computer error. I was only compensated $30.00. They could care less that it was their error or not, all they could say was "well since it was gas usage there is nothing we can do". read more

atmos created the gas leak in our house, by moving meters outdoors from crawlspace. now its leaking, they disconnected and wont fix what they created. the assured us they would send a plumber out to fix, four days later they claim to have no record of this and expect is to pay for the leak they created. this is a bs monopoly company you have no choice but to use, they will creat the problems & expect you to come out of pocket to fix. shady shady business practices read more

Horrible customer service... I have been without gas in my home all night! This morning when I finally got a live person on the call 25 minutes later. Jennifer (unhelpful) informed me there was an issue with my meter (not leaking gas) just not reading properly to bill me so Atmos turned off my meter! Amazed I then asked to speak to a supervisor. Supervisor Brian (very unhelpful) informed me of the same thing Jennifer did then said "our technician left you a message on your front door". Ok first off I never come through my front door I park in the garage (so I'll have to at least own that one). I go to my front door and see no message plus my brother came through that door yesterday and saw no message. So Supervisor Brian (very unhelpful) is arguing with me that a note was left, but again I see no resemblance of any note. Now, he informs me I have to wait here in my home all day because they can't give me a time to come and fix my gas. So to recap.... Atmos cuts off my gas in the winter time because a meter was not reading properly so they can bill me. This issue was not a "life or death"! I am amazed that a company would do that and then have no empathic people when trying to get this issue resolved. Again, keep in mind have had no "gas" aka "no heat" in my home all night.... Brian read more

Would give 0 stars if I could. Had them scheduled to come out between 8 and 12. By 12:10, no call, no gas people. I had to reschedule. Today, it is now 11:45 and still no gas people. Don't these people realize we have LIVES outside of waiting around for them to show up?! Pathetic. You guys can't even show up in your FOUR HOUR WINDOW? Worst part is they don't care because they know they have your business either way. read more

They have the worst customer service ever! It's as if NONE of the reps I've spoken with want to work. They have such awful attitudes. I stay with them because my electric bill is cheaper than others but I've only tried 3 and as soon as my contract is up, I'm leaving. read more

Atmos Energy for Northern Colorado are crooks!! $310 for one month of service to heat a 2800 square foot business. The ONLY thing gas is used for are 2 HVAC units on the roof, THATS IT!! It would cost 1/3 of this to heat a residential home with the same square footage. They price gouge businesses, I dont even have an option to go with another gas company. read more

Getting service turned on is very difficult, 4 hour window and you must be very quiet, technician will come with the notice already filled out telling you to reschedule when he gets to your door. Will knock quietly , hang notice and disappear as quickly as possible requiring you to reschedule. Customer service rarely pays attention to what is listed on the account. Going back many years I have tried my best to stay in only all electric homes to avoid dealing with the Atmos. In some cases bypassing gas water heaters with flow through electric heaters and gradually converting everything to electric. Unfortunately, they are the only choice for gas service in North Texas. If you want to avoid a headache, only purchase or rent all electric homes, you'll at least have a choice in providers for electric. They simply don't give a crap about their customers. read more