ComplaintsforAtlanta Gas Light Company

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was told by Atlanta Gas Light my meter needed replacing, so I schedule the maintenance for Monday, 06/18/24, on Sunday, 06/17//24, I received a text confirming my appointment. On Monday, the day of the appointment I left work to meet the technician. The technician never showed up, I received no text no phone call. on Tuesday morning I called Atlanta Gas Light to inquire about what happened. The person I was talking to told me there was never a technician assigned to the task. They asked if I could hold, they put me on hold and when they returned told me that they had an emergence gas leak so they pulled all the technicians, after fist telling me no technician was ever assigned. When I asked them about it I was told "what do you want me to say". After that I was told I was the first on the list for today, 06/18/24, I called them back at 12:30 pm and asked where is the technician, I was told then "it would be handled by the end of the day". I am now out of work and have no place else to turn, because it's clear Atlanta Gas Light don't care about customer service.

  

  Business response

  06/26/2024

  Good morning,
  We are in receipt of the Better Business Bureau complaint for *********************.************ is concerned about the service reconnection for **********************. I contacted ************ to address his concerns on June 19, 2024. I was unable to speak with ************; I left a message. ************ returned my call the following day, June 20, 2024.
  He explained that the meter exchange was scheduled for June 17, 2024.Atlanta Gas Light did not complete the meter exchange as scheduled. He contacted Atlanta Gas Light to inquire about the meter exchange the following day. The customer service representative apologized to ************ and advised him that the meter exchange would be completed on June 18th. ************ was not satisfied with the resolution that the customer service representative provided. This led to ************ filing a formal complaint.
  I reviewed the timeline of events that took place at **********************. The meter exchange was completed on June 18, 2024, at 4:31 p.m. ************ was not present when the meter was exchanged. He contacted Atlanta Gas Light after discovering that the meter was off and locked. Atlanta Gas Light returned to the home and restored the natural gas services on June 18, 2024, at 7:58 p.m.
  I apologized to ************ for the delay and provided him with a credit of $75 for the inconvenience. ************ was satisfied with the resolution that I provided. He also has my direct contact information should he have any additional questions.
  
  Best regards,

  Customer response

  06/26/2024

   
  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

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  All the gas companies are politically motivated, they are changing low fixed rates without notice and placing me on variable gang is trying to change me from 59 cent per therm to $2.099 per therm we rarely use our central gas because we use electric space heater so I know with two people our rate is low I use bed bath because I cant stand or walk, my grandson is out of work due to an injury to his back and I had a stroke, CHF, AND JUST HAD another heart attack was in the hospital for days so the rates by the Atlanta gas and gang, gas south all are thieves stealing from the poor, and disabled and democrats.

  

  Business response

  04/22/2024

  Please see the below email sent to ********************:

  
  Sent: Monday, April 22, 2024 9:02 AM
  To: *********************
  Subject: FW: Better Business Bureau Complaint # ******* *************************************
  
  Good Morning ********************,
  
  There might be a misunderstanding regarding the company against which you filed your complaint. According to your submission to the Better Business Bureau, you expressed concerns about your natural gas marketer switching your per therm rate from a fixed rate to a variable rate.
  
  Atlanta Gas Light oversees the natural gas infrastructure but does not handle the establishment, per therm rates, or billing for natural gas accounts for customers. This responsibility lies with your current natural gas marketer, ******************** or the one you are switching to, ********************* These entities are responsible for managing price plans, billing matters, and collections.
  
  For resolution of your concern regarding the price per therm, we kindly advise you to directly contact ******************* and/or ********************* or, if necessary, file a complaint against them through the appropriate channels.
  
  Kindest Regards,

   

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Atlanta Gas light set an appointment for without showing up. Theres no updated status and no way to check in with your driver. It is in the middle of the winter and theres no concern from this company for their customers. They set appointments that consume your entire day and then dont show up and expect you to reschedule and waste your time again. Horrible utility company

  

  Business response

  03/25/2024

  Good day, 

  We apologize for the inconvenience that you have experienced with your previous appointment.  We offer Keep Me Informed (***) text messaging in which customers may receive order updates.  Customers receive a reminder text message the day before the appointment, a text message when the technician is enroute (upon arriving 5-30 minutes), a text message with the technician is onsite, and a text message upon order completion.  Your account shows that the order has now been completed.  Please let us know is you have any further questions or concerns. 

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for my gas services to be turned on and instead the tech tampered with the hot water heater at my unit causing my tenant to be without hot water from August 10th up until November 22nd. I had a certified plumber to go out to the unit as they stated but they could not find the error that was caused by the Atlanta gas light tech. Finally the day before Thanksgiving they sent out a new tech that was able to correct the issue and find the valve the previous tech broke. They said they would apply a credit to my tenants account and have yet to do so. It caused my tenant to have to pay higher water and electricity bills which caused me to get late rent during that time. A supervisor reached out to me on Aug 10th and said he would keep me updated on the case but I have been able to get back in contact with him since.

  

  Business response

  02/15/2024

  On February 10, ****, our Operations Supervisor attempted to reach Mr. ****** using the telephone number provided in the Better Business Bureau complaint ************). Unfortunately, it was an incorrect telephone number. Our Operations Supervisor was able to connect with Mr. ******** tenant, ***************************** (who resides at ****************************************, Atlanta ** *****), who provided two alternative contact numbers ************* and ************). Our Operations Supervisor was only able to leave a voicemail on telephone number ************, and the voicemail was full for telephone number ************.

   

  Our Operations Supervisor reached out to Mr. ****** again on February 13, ****, at the telephone number ************. Another voicemail message was left at this telephone number. They also attempted to contact Mr. ****** using the other telephone number of ************, but the telephone number was  disconnected.

   

  Despite our Operations Supervisors efforts to engage Mr. ****** and resolve his concerns, it appears that he has not shown interest in addressing the matter, evidenced by his lack of response. Given the circumstances, I recommend closing his Better Business Bureau complaint no later than February 16, ****.

   

  Please let me know if you have additional questions or concerns.

   

  Kindest Regards,

   

  *****************************

  Customer Relations

• Initial Complaint

  11/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Was shut off by Atlanta gas light due to their error on November 16th. I have been trying to contact gas south for the past 4 months for a bill. I called month after month and was being assured they would fix it. I called again before November 16th and was assured I wouldnt be turned off that I have a 0 balance and they were working on fixing my issue. They had 3 accounts for me and all showed pending. I have only lived in Georgia for 5 months from ********* **. I have only lived in one hole since I moved here on July 7th. They kept s******* my account up and I never received a bill and I was the one calling them to tell them I was having issues. After the November phone call associate assured me she would fix the issue I have names of managers and associates I have spoken with. They said they wont shut u off u dont have a bill. They shut me off and then my wife took off work to have them turn me on 8am through midnight appointment they never showed up. I have a 20 month old in the home. They finally figured my last 4 months bill out and credited me 150 for the problems they have caused me. I paid the bill immediately. They set up another acct for me. I still have no heat or hot water. All they say is Im sorry we see you have done everything right we dont know what happened. End of the day my wife lost a days pay I hate to buy electric heaters lost that money I have to take off Monday and wait for them to show up losing more money. These 2 companies Atlanta gas light and Atlanta gas are the biggest group of incompetent people I have dealt with. I have never been shut off In my life my bills are paid always have been I have an 820 credit score. This is how I have been treated. Cant wait for my lease to be up in this home and go back to ********* this state is terrible people dont care what they do to you and wont help you even if its their fault. You guys have cost me money and a lot of stress these past 5 months. I may seek legal services.

  

  Business response

  12/15/2023

  We apologize for the inconvenience that you have experienced due to the disconnection of service.  Upon reviewing the account, the service has now been restored.  Please let us know if you have any unresolved concerns so that we can assist you.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 10th, I notice the overspray of paint from Atlanta Gas Light meter on my vinyl siding.Per the letter I received from Southern Company Gas dated October 18, 2023, date of incident; 04/29/2023, claim number GC223319. At this point, they are not willing to make this right. Vinyl siding cannot be painted nor can you find a few pieces to match the exiting siding.

  

  Business response

  12/15/2023

  We apologize that your home was damaged with overspray during a field visit to paint the meter at your property.  ********************* and a representative from our service center has advised during your phone conversation that the offer is still available to have a representative come to the home to assess the overspray and attempt to remove the paint from the vinyl siding.  Please let us know if you wish to coordinate a time with our service center to do so.

  Customer response

  12/16/2023

   
  Complaint: 20864952
  
  I am rejecting this response because:
  The solution will result in the area left with an appearance of being scrub on the vinyl siding as per my research and lighten appearance. 
  Sincerely,
  
  *************************************

• Initial Complaint

  11/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Tuesday October 31st I arrived home and discovered that my gas had been disconnected. I contacted my gas Provider and was provided my options to have service reconnected. I called on the following morning at 8:am to make a payment thru the automated system then requested to speak with an agent to schedule a reconnect. The agent I initially spoke with advised that the first available appointment would be on Monday Nov6th. I spoke with a supervisor that was able to contact me back with an earlier date for Saturday Nov 4th from 8:am-12pm. On Saturday Nov 4th I received a text at 8:am alerting that the tech had arrived. I went outside 10 mins after noticing that he had not come to the door. I figured he was doing what he needed to do outside of my unit. I went outside to see his truck with someone siting inside working from their monitor. While walking back inside back inside after being in clear view of the truck the entire time I then began to see the truck backing out of the parking lot . I next received a text stating that the tech was unable to complete the job. Ive gone days without heat and hot water in freezing temps. I dont know how someone can be so inconsiderate. All I am told is that the next available appt has been rescheduled for Nov 9th and basically leaving me and my dog without heat or water until then. I cant believe customers have to deal with this after theyve done everything thats been asked of them to receive what they are PAYING for! Im so frustrated because I had been looking forward to this day since Wednesday in thinking we could finally have heat or hot water. I find it highly unacceptable that customers are inconvenienced in waiting days for someone to come out for them to show up and not do their job!

  

  Business response

  12/15/2023

  We apologize for the inconvenience that you have experienced during the scheduled reconnection of service.  Your accounts shows that a same day appointment was rescheduled on November 4^th and the service has now been restored.  Please let us know if you have any unresolved concerns so that we can assist you.

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had natural gas disconnected at our home yesterday 10-19-23. There was apparently an outstanding balance of approximately $50!! There was no notice given, no knock on our door of our home, no phone calls. We have two sick children in our home. We are told the we are waiting a week to get this service reconnected. After reporting to our doctor this morning on what our kids are going through, I am appalled that Atlanta Gas Light is making us wait for a week with no warm water or heat in our home. I called back in again explaining not only the inconvenience but more the health concerns of no water and heat while our kids are sick. I was told that is the calendar and the way it must be. It is extremely unfortunate there is not an exception process under emergencies like we have.

  

  Business response

  10/20/2023

  Good afternoon,

  
  We are in receipt of the BBB complaint filed for *********************** regarding the service reconnection for *************************************************. We contacted ******************** at 2:21 p.m. to acknowledge receipt of the complaint by phone and left a message.
  
  We engaged our scheduling team and were provided with approval for Saturday, October 21, 2023. We contacted the customer at 3:21 p.m. to get advice. The customer is aware that an adult who is 18 years of age or older is required to be present. The customer is also aware that the appointment will be worked at any time throughout the day, up to midnight. The customer expressed her satisfaction with the resolution that we provided. She has my direct contact number should she have any additional questions.

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Oct 6th I woke to no hot water. I called a local plumber to come check the water heater. He informed me that there was a lock on the gas meter. I purchased the home in May and was unaware it was a gas water heater. The compliant is that I never received a bill and or a notice nor did I receive final notice that service would be disconnected. I set up new services and was told that in an emergency I could have services started today. My partner has cancer and was told to send over medical documents. We called to verify they received the documents only to be told they didn't see them and to call back around 2 and that it would still take 24-48hrs. So what warrants an emergency? This is unacceptable.

  

  Business response

  10/10/2023

  Good day, 

  We have spoken with the customer to acknowledge their concerns and explained that no bills or letters were sent due there being to no active account at the service address. The appointment for the start order was originally scheduled for October 10th, however, we offered an override appointment for October 9th.  The order has been completed and the service has been connected.  

  Thank you!

  Customer response

  10/10/2023

   
  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

  10/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They came to disconnect my service, no letter, notice or email. Theyre supposed to notify customers of a disconnection to give them time to pay!!!! My account number is ***********

  

  Business response

  10/02/2023

  Good day, 

  We are in receipt of the complaint regarding a disconnection at the service address without receiving a disconnection letter.  We have spoken to the customer by phone and explained that ******************** Gas ********************** is responsible for completing orders as requested by marketers and does not have access to billing notifications.  Marketers are responsible for sending billing invoices and disconnect letters. The customer advised that they have already contacted their marketer and discussed reconnection. We advised the customer that once the marketer receives the payment, they will enter an order for reconnection to be completed by Atlanta Gas Light.

*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. ↩