Complaints

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

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  Atlanta Gas Light Company

  PO Box 4569 Atlanta, GA 30302-4569

  
• 

  Atlanta Gas Light Company

  540 Highway 138 SW Riverdale, GA 30274-3906

  
• 

  Atlanta Gas Light Company

  10 Peachtree Pl NE Atlanta, GA 30309-4497

  

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:04/29/2025

  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.

  Atlanta Gas Light has left a gas line exposed in my yard creating a safety hazard.

  

  Business Response

  Date: 05/02/2025

  Email sent to consumer:

  Good ***************************** wanted to follow up with you regarding your Better Business Bureau complaint. Our Operations ******* visited your property yesterday, May 1, 2025, and inspected the exposed piping in question. Based on their assessment, it was determined that the exposed piping is not natural gas piping.
  
  The ******* advised that they spoke with you directly during the visit and informed you that the exposed piping is a cable line. Additionally, they noted that the natural gas main is located behind the townhomes, which is the reason for the marker flags in that area.

• Initial Complaint

  Date:04/14/2025

  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.

  My email is attached in what I am asking for. It spells it out. I believe also the supervisor gave me a false email address that no one is going to respond but yet having **** lie stating it has been received. My attachment I want it spelled out and dont refer to the website it is not spelled out correctly. It seems my email was ignored and hoping it would go away. This not customer service and this is rude and disrespectful how Atlanta Gas Light treat customers. It seems there is no customer service. It is absurd that I have to go this route to file a complaint, and again see my settlement request. I want to be contacted by the business with a phone # and email address and admit why it was never answered. Again I believe the email is fake, and just refused to answered. What excuse can it be?

  

  Business Response

  Date: 04/17/2025

  Please see below email thread and attached calculations:

   

  From: ********,******
  Sent: Wednesday, April 16, 2025 9:43 AM
  To: *** ****** <***************************>
  Subject: FW: Better Business Bureau Complaint #******** ********************************************************************************** 1-7380955499
  
  Good Morning Mr.******,
  
  As previously mentioned, I am forwarding the 2024 **************** Day Capacity (DDDC) calculations for your review. Please find them attached to this email.
  
  Kindest Regards,
  
  ****** ********
  Customer Relations
  Operational Excellence & Development
  *************************************| O: ************
  
  People don't care how much you know until they know how much you care. ? ******** *********
  
  
  From: ********, ******
  Sent: Tuesday, April 15, 2025 7:10 AM
  To: *** ****** <***************************>
  Subject: RE: Better Business Bureau Complaint #******** ******************************************************************************************************** 1-7380955499
  
  Good Morning Mr.******,
  
  I have thoroughly reviewed your Better Business Bureau complaint to gather the necessary details and ensure your concerns are addressed appropriately. Your complaint indicates that the email attached to the Better Business Bureau submission contains both the details of your concerns and your proposed resolution.
  
  I have carefully reviewed your attached letter addressed to our former President & CEO,***** ******, in which you requested the calculation of the **************** Day Capacity (DDDC), raised concerns about our phone systems navigation to a live agent, and outlined four additional areas of concern.
  
  Please find below the information related to the **************** Day Capacity (DDDC).Kindly review it and let me know if it adequately addresses your concerns.
  
  The **** Base Charge is a non-negotiable fee, regulated by the *********************************,may adjust rates up or down based on quarterly and annual comprehensive regulatory reviews. Base charges represent our cost of delivering gas to your home or business, pipeline maintenance and meter reading. If you change marketers, this charge will remain the same. 
  
  **** Base Charges are unique to each household or business. They are calculated by how much gas is used during the coldest period of the prior year. This allows us to plan ahead so we have enough pipe and storage capacity to meet every customer's need in cold weather, when more natural gas is used.
  
  The **** Base Charge is influenced by factors such as the size of your home or business,the types of gas appliances you use, and your usage patterns. It does not impact the actual price of the natural gas you consume. A major component of your base charge is the **************** Day Capacity (DDDC), a charge that recovers costs associated with delivering gas to your home or business.
  
  The base charge is influenced by factors such as the size of your home or business, the types of gas appliances you use, and your usage patterns. It does not impact the actual price of the natural gas you consume. The components of the base charge include:
  
  Customer Charge: A fixed monthly fee for gas connection to your home or business.
  Ancillary Service: Covers the cost of meter reading.
  Dedicated Design Day Capacity (DDDC): A charge that recovers costs associated with delivering gas to your home or business.
  Peaking Service: Covers the fixed cost of operating company-owned, above-ground storage facilities. This ensures an adequate supply of gas on the coldest day of the year. This service is only charged to customers in the ********************, Macon, and Valdosta delivery groups.
  Social Responsibility Fee: Covers the cost of funding the Senior Citizens Discount Program for ********** customers.
  Environmental Response Cost (ERC) Recovery Fee: Recovers expenses related to cleanup of former manufactured gas plant sites.
  Strategic ************************** and Enhancement (STRIDE): Covers the cost of specific *********************************-approved programs to maintain the integrity and reliability of the Atlanta Gas Light pipeline system.
  Franchise Recovery Fee (FRF): Recovers fees paid by Atlanta Gas Light to local governments for the use of public rights-of-way for natural gas lines and other facilities.
  
  The **************** Day Capacity (DDDC) covers the common costs of delivering gas based on a customer's demand on the system on the coldest day of the year. This method is the fairest way to allocate each customer's share of the total cost of the delivery system. We use information specific to the premises, such as past usage patterns or the number of gas appliances, to determine a location's demand on the system. 
  
  A **************** Day Capacity (DDDC) recalculation is required each year, and it is approved by the ********************************* in order to update summer and winter usage patterns for each customer for the most recent year. 
  
  Ive prepared communication for our Rate Analyst requesting the calculation of the **************** Day Capacity (DDDC) and will provide that calculations to you once they are received.
  
  Kindest Regards,
  
  ****** ********
  Customer Relations
  Operational Excellence & Development
  ************************************* | O: ************
  
  People don't care how much you know until they know how much you care. ? ******** *********
  
  
  From: *** ****** <***************************>
  Sent: Tuesday, April 15, 2025 6:51 AM
  To: ********, ****** <*************************************>
  Subject: Re: Better Business Bureau Complaint #******** ******************************************************* 1-7380955499
  
  Hello: I received your email, but again my letter of complaint shows evidence in what I am asking for.I hope you take your time in answering everything in my complaint and showing evidence of the email that was sent asking for a response and
  ZjQcmQRYFpfptBannerStart
  
  CAUTION: This email originated from the Internet. Do not click links or open attachments unless you trust the sender and know the content is safe. If in doubt, report this email using the PhishAlarm button.
  ZjQcmQRYFpfptBannerEnd
  Hello:
  
  I received your email, but again my letter of complaint shows evidence in what I am asking for. 
  
  I hope you take your time in answering everything in my complaint and showing evidence of the email that was sent asking for a response and FAILURE TO DO SO and or the supervisor provided me with a fraudulent email.   It is sad that i had to do this and this could have been avoided if I was responded to etc.  
  
  I am not asking for a rush job but it seems to me you will have a answer within 3-5 business days which shows me it is a rush job and not going to answer everything.  If that is the case I will rebuttal.  
  
  It is sad there is no customer service anymore and forced to file a complaint to get answers.    In my job I respond to emails within ***** saying it was received but your company failed to do so.
  
  Thank you
  
  *** ******
  
  
  On Mon, Apr ******* at 11:40?AM ********, ****** <*************************************>wrote:
  Good **************************** am writing to officially acknowledge the receipt of your Better Business Bureau complaint regarding the **** Base Charge.
  
  Your concerns are important to us, and we are committed to conducting a thorough investigation. You can anticipate a detailed response within the next three business days.
  
  Should you have any questions in the interim, please feel free to reach out to me directly.
  
  Kindest Regards,
  
  ****** ********
  Customer Relations
  Operational Excellence & Development
  ************************************* | O:************
  
  People don't care how much you know until they know how much you care. ? ******** *********
  
  [***********]    [*************]    [************]
  
  

• Initial Complaint

  Date:02/22/2025

  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.

  Recently, I followed the process and asked 811 dig to make all lines in the yard. However, after several weeks Atlanta Gas Light has made no effort to do their part. Even after escalation they have refused to visit the property to mark their lines. This is unacceptable at any level.

  

  Business Response

  Date: 03/04/2025

  Good morning,
  
  We acknowledge receipt of BBB Case ******** for Mr. ****** ******** regarding the locate request for ***************************************************************************************************. Mr. ******** submitted a locate request on January 30, 2025. The utilities have not yet been marked by Atlanta Gas Light, which has led to the filing of a formal complaint. 
  I have contacted Mr. ******** to obtain further details about the locate request. He provided locate ticket number ************ and indicated that the utilities need to be marked urgently. I assured him that I would follow up to seek a resolution. 
  I contacted Georgia ********************************************************************************************************* that the initial request was forwarded to Atlanta Gas Light on January 30th; however, there was no subsequent communication received by Georgia 811. Follow-up requests were issued on February 2nd, 6th, 20th, 21st, and 24th. 
  Our asset protection team successfully located the utilities for ********************** on February 24th. I sought confirmation from Mr. ******** regarding his satisfaction with the resolution, but did not receive a response. Consequently, I am closing this complaint as resolved.
  
  

• Initial Complaint

  Date:02/11/2025

  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.

  Started new service at residential location. Gas/heat was already on. Asked if anything needed to be paid for new service, was told no. Heat was then turned off by tech who jumped locked fence W no trespassing sign and turned off heat, 45 degrees today. Called company, was told we didnt pay a bill. Asked why there was a bill after being told there was not for starting new service. Agent told us it was because we didnt pay our bills and then refused to send a tech to turn on despite having ones to send a t a moments notice to shut it off.

  

  Business Response

  Date: 02/13/2025

  Call to Ms. ******* on February 12, 2025, left a voicemail message. On February 13, 2025, I contacted Ms. ******* to discuss her Better Business Bureau (BBB) complaint. I informed her that her complaint had been received and reviewed; however, I was unable to locate an account in her name at the address provided in the complaint. I asked if the account was in another name.
  
  Ms. ******* stated that the account was in her husband's name but refused to provide it, stating that it was unnecessary for addressing her concerns. I explained that my intent was to access the correct account to review the order history and work toward a resolution.
  
  Ms. ******* responded that I would not be able to resolve her concerns and suggested that if the company cared, it should read its ****** reviews. She further stated that she assumed I had some type of degree and that a nurse should not have to tell me to read reviews.
  
  I asked Ms. ******* how I could assist in resolving the concerns outlined in her complaint. She stated that I could not, as she was moving out of the area, and then began using profanity. At that point, I provided a professional closing and ended the call.

• Initial Complaint

  Date:01/21/2025

  Type:Delivery 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 called 811 to have them identify utility lines in September 2023. No gas lines were identified. I called again in October 2023 to have gas lines located because I found it hard to believe there were not any. Again, none were identified.I began digging on my land to prepare it for a house I am building. Around late November I dug up a line which i believed was an electrical line. After contacting the electrical company they identified the line as a gas line.I contacted Atlanta Gas Light about a potential gas leak on my property on 12/6/2024. They sent someone out within 30 minutes. The tech discovered the line was a gas line and had gas in it. I told him it needed to be removed from my property. He told me he would arrange it.After about 3 weeks and no contact I emailed the company on 12/30/2024 to find out the status of getting the line removed. I received an email response telling me that someone would schedule something in the next 5-10 business days. After 10 business days on 1/13/2025 I emailed the company. I received no response and emailed them again on 1/17/2025. I still haven't received a response.I need to get them to remove the gas line from my property so I can complete my construction. Their failure to act is costing me additional interest payments on loans I have.

  

  Business Response

  Date: 02/11/2025

  Good day, 

  We are in receipt of the BBB complaint filed regarding a delay in service line removal from the property.  We spoke with the customer to acknowledge their concerns and advised that we would contact our field service department to have a representative contact them. A field operations ******* performed a site visit to investigate and schedule removal of the service lines.  The service has been retired at the property and the service lines have now been removed per the customer's request.  

• Initial Complaint

  Date:12/29/2024

  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.

  My tenant ***** ********, **************************************** had her gas turned off, probably due to non-payment. When you had it switched on, a service tech visited to turn on the furnace and water heater. He refused citing "problems" that when I spoke to him on the phone, he was incoherent and wasn't sure and said I needed to get a tech out to check and resolve them.I did, and the tech did not find ANY problems, lit the pilot and I paid $100 for nothing.I need Atlanta Gas Light to refund that wasted money, and perhaps not send out, what I think, is a first day on the job tech without supervision.

  

  Business Response

  Date: 01/07/2025

  Two telephone calls were placed to *** ******* as well as the below email. No response has been received from *** ******.

   

  Good Afternoon *** *******
  
  I am writing to officially acknowledge the receipt of your Better Business Bureau complaint regarding the hot water heater red-tagged at the service address *******************************************
  
  Your complaint indicated that our ************* Representative completed a reconnection for your tenant; however, they red-tagged your hot water and advised to contact a natural gas contractor to make the necessary repairs.
  
  According to our ************* Representatives notes, the hot water heater was red tagged because it was not drafting properly. A hot water heater that does not draft properly means the exhaust fumes are not venting correctly, which could be caused by improper vent installation, a damaged flue pipe, or other related issues.
  
  In your complaint, you also indicated that you contacted a contractor who charged you $100.00; however, they did not identify any issues with the hot water heater.Please understand that our ************* Representatives are thoroughly trained and follow strict safety protocols to ensure the well being of our customers,communities, and employees. As part of our commitment to safety, our ************* Representatives may flag situations that we consider potentially hazardous. However, other contractors may assess the situation differently and determine that no immediate action is required.
  
  To further address your concerns, we request that you submit a claim to our ****************** Please write a statement of transpired and include the repair invoice. Please email those items to [email protected] you need to follow up on your claim, you can contact our ***************** at **************.
  
  Please accept our apology for the frustration and inconvenience you have experienced.Should you have any further information or questions in the interim, please feel free to reach out to me directly.
  
  Kindest Regards,

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22742526
  
  I am rejecting this response because:it's a copy/paste answer.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 01/08/2025

  Two telephone calls were placed to Mr. ****** and voicemail messages left, as well as an email. Mr. ****** did not respond to the email, nor did Mr. ****** respond to the voicemail messages.
  
  

• Initial Complaint

  Date:12/04/2024

  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.

  I am writing to formally lodge a complaint regarding a deeply concerning and appalling experience with your company, which has caused undue hardship to my household, particularly during an extremely vulnerable time. I demand an immediate investigation and swift resolution of the issues outlined below. On November 26, 2024, I discovered that my gas service had been disconnected despite my apartment complex and Atlanta Gas Light Company failing to notify me in advance. I had been under the mistaken impression that my gas and electricity were supplied by the same company and was never informed otherwise. This serious communication failure compounded the distressing situation that followed.Notably, this disconnection occurred during the week of Thanksgiving, when a minor child in my home was sick with pneumonia, and the outdoor temperature was below 30 degrees. My home was left without heat, and I had no means to cook on the stove top, exacerbating the distress of an already vulnerable situation.When I called your customer service department on November 26, 2024, the representative was made fully aware of my childs illness and the critical need for heating and cooking facilities. This was a recorded call. Despite my clear and urgent request for an expedited reconnection, I was informed that the earliest service could be restored was Saturday, November 30, 2024four days after the disconnection. Additionally, when the service provider arrived on November 30, I was told by the technician that there were technicians available on Thanksgiving Day and the day after Thanksgiving, yet no one attended to this issue during that time. The technician also stated that disconnection should not have occurred under these circumstances, which further underscores your companys failure to comply with state regulations.I am appalled by the disregard for the health and safety of my family and for the violation of Georgias consumer protection rules, specifically:

  

  Business Response

  Date: 12/06/2024

  Good Morning,

  Please see the below email sent to Ms. ******************* style="font-size: 0.875rem;">Thank you.

   

  Good ************************* have thoroughly investigated your concerns and communicated with the field technician who completed the order to turn on your natural gas. Upon reviewing our internal call records, we were unable to locate any telephone calls to our ******************** from you regarding this matter. It appears that your previous conversations were with customer service representatives from your natural gas marketer, ********************
  The only call we identified was one from a ******************* representative confirming your service address when the order to establish natural gas service was initiated. If you happen to have noted the names of the representatives you spoke with, we would greatly appreciate it if you could share that information so we may investigate further.
  To address the situation at your service address, the natural gas was turned off due to CIM (Consumption on an Inactive Meter). This occurs when natural gas consumption is recorded for an extended period without an active account to bill. As per state regulations, natural gas service can be disconnected in such instances. If an active account had been in place, additional considerations,such as weather forecasts, would have been taken into account before discontinuing service.
  We understand from your complaint that you are new to ******* and were unaware of the need to establish both electric and natural gas accounts. Typically,apartment complexes are responsible for informing tenants of the necessary utility accounts to set up when signing a lease.
  We would also like to clarify remarks made regarding field technicians working during holidays. As required by our regulatory body, technicians are available 24/7 to address emergency gas leaks, which are critical to ensuring community safety.
  We sincerely regret the inconvenience and frustration caused by the disconnection of your natural gas service. Please know we are committed to assisting you and addressing your concerns.
  Kindest Regards,

• Initial Complaint

  Date:09/21/2024

  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.

  I made an appointment three days ago for my gas to be cut on. The window for them to arrive to do the service was 12-4pm. Around 248 pm they sent a text message saying they were on the way to my location. Around ****************************************************** no one knock on the door ( plus my dog will bark will anyone is in the driveway and my camera system will also go off ) I looked at my phone and notice a second text had been sent that said they couldnt perform the job, that I missed my appointment. Of course I called to reschedule and the lady said that they left because no one was home. I explained to her there were three cars in the driveway and no one even showed up because I watched my cameras and all she could say is they have to reschedule to Wednesday. So the Atlanta Gas South tech basically just lied and said they came by which is now inconvenience me on Wednesday to have to stay at home from 12-4 again. For me this just shows a lack of respect for peoples time and for the tech to lie like that after Ive missed money today to be home for the tech to say no one was here.

  

  Business Response

  Date: 09/26/2024

  Good Morning,

  *** ************ Better Business Bureau complaint was received on September 23, 2024, and on the same day, a phone call was to *** ********** to confirm receipt of her complaint and to gather additional information to obtain an earlier reconnection appointment. Unfortunately, *** ********** was unavailable, and a voicemail message left. A follow up email was sent. No response was received from *** ******************** September 24, 2024, another phone call was made to *** *********** but no response received from *** *********** On September 25, 2024, the order to reconnect *** ************ natural gas service was completed.

  *** ************ initial complaint indicated that our field technician did not arrive at her home as scheduled on September 21, 2024, and she provided still images from her Ring camera showing other service trucks at her home during that day. Our records show that our field technician arrived at approximately 3:40pm and noted that they knocked several times without receiving a response, and they heard a large dog barking in the home. Although the still images were provided, none were provided with time stamp during the time frame of 3:40pm.

  Despite our concerted efforts to contact *** ********** to address her concerns, we have not received a response from *** ***********

   

• Initial Complaint

  Date:09/18/2024

  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.

  Let me begin by saying that I am almost 60 years old, and I have never filed a complaint about a driver for any company. On the morning of 9/18/24 at 9:15AM I was traveling east on *************************** toward ******************************************. I was on a bicycle, on the right side of the road, and riding on the shoulder. There was a car behind me who didn't want to pass because the road was too narrow. They waited maybe a few minutes to pass me, so the flow of traffic slowed down a little behind me. As that driver passed there was an Atlanta Gas Light truck right behind that driver who was apparently angry and sped up next to me (way too close) and blasted his horn at me for a long time. I was so scared I almost crashed. I was traveling at a high rate of speed. The horns on those trucks are VERY loud. I have been riding these streets for years and I have NEVER had any driver do this to me, much less a driver from a public utility. I was not in the lane or doing anything wrong. I could have been seriously hurt or killed. Fortunately, there was a light about a half mile down the road at *************************** and ******************. I was able to snap a picture of the truck. The truck's number was C04556. Given the time, date, location, and this truck number, it must be possible somehow to identify the driver of the truck. This was reckless behavior by one of their employees and something needs to be done. I cannot figure out a way from the Atlanta Gas Light website or the many numbers I called just how one can a complaint against a driver. I cannot even reach a live person. PLEASE help me resolve this.

  

  Business Response

  Date: 09/26/2024

  Good afternoon,
  
  We are in receipt of BBB complaint number ******** for ***** ******. Mr. ****** is concerned about the reckless driving behavior of an Atlanta Gas Light employee driving truck number C04556. On the morning of September 18, 2024, at 9:15 a.m. while traveling east on *************************** toward ****************** in Atlanta, **, the driver of the vehicle sped up next to Mr. ****** and blew the horn angrily. 
  This action startled Mr. ******* causing a near-accident due to the rate of speed at which Mr. ****** was traveling. Mr. ****** is requesting to have drivers behavior addressed. Mr. ******* contact number was not included in the complaint details. I sent Mr. ****** an email to address his concerns on Thursday, September 19th, at 9:00 a.m. 
  Mr. ****** responded to my email and provided me with his direct contact number on Thursday, September 19th, at 5:32 p.m. I called Mr. ****** the following morning to acknowledge his complaint. I told him that a member of our operations team would follow up with him to address his concerns. 
  Our operations supervisor spoke with Mr. ****** on Wednesday, September 25th at 3:41 p.m. via a conference call. Mr. ****** recounted the events that took place on September 18th. The operations supervisor apologized to Mr. ****** for the experience that he had with the driver.
  Additionally, the operations supervisor said that he would coach the driver to elevate further incidents from occurring. Mr. ****** expressed satisfaction at the end of the call.
  Mr. ****** has my direct contact information should he have any additional questions.

  Customer Answer

  Date: 09/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:07/17/2024

  Type:Delivery 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.

  Atlanta Gas Light sent a letter stating my gas meter needs to be replaced and their technician needed access to my home to turn off all gas appliances in order to complete the repair. Technician came out on 7/9/24 and turned off furnace and hot water heater. When work was completed, the technician left before re-lighting the hot water heater. I was in and out and did not realize until 7/12 that there was no hot water. I called Atlanta Gas Light and was informed that I had 24 hours to report a problem after the work, I was outside the 24 hours and they were not able to send a technician. I was told I had contact a separate contractor to have the hot water heater turned back on at my cost. None of this information was in the letter I received nor did the technician mention this. After being without hot water for a week I was finally able to get a company to come out and ignite the hot water heater. I had to spend $198.00 to get this done. This is an outrage. Atlanta Gas Light has no right to penalize customers because their technicians did not do their jobs. I have attached the bill and the letter which makes no mention of the 24 hours.

  

  Business Response

  Date: 07/24/2024

  Good day, 

  We are in receipt of the BBB complaint filed by ******************* regarding the request to relight the water heater pilot.  I contacted her by phone to acknowledge receipt of her concern.  I explained that during a recent field service visit, the representative lit the pilot.  The contractor invoice indicates that pilot was lit but may have gone out. I explained that customers are provided a ******* window to contact Atlanta Gas Light for a pilot relight and if relight is requested outside of the time frame, then a qualified contractor must be hired.  ************ requested to be reimbursed for service call and I advised her to submit claim and provided the contact information to our claims department as well as my direct contact information.