Complaints

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

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  Georgia Natural Gas

  817 W Peachtree St NW Ste 1000 Atlanta, GA 30308-1147

  
• 

  Georgia Natural Gas

  PO Box 440667 Kennesaw, GA 30160-9533

  

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:04/19/2025

  Type:Order 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.

  I recently signed up with GNG for a 2 month contract at a therm rate of .499. I just received my bill for 1 -ONE day of $53.34 with no gas usage. I contacted GNG and asked what this charged was for and they informed me that it was a monthly fee charged by *************************. I have had gas service for years from other vendors and have NEVER paid a monthly fservice ee of $53.34 for use of gas lines. This just seems like a scam to me. I can only imagine what my bill is going to be once I actually have gas usage. Can't wait for my 2 months to be up! Will never recommend GNG for gas service!

  

  Business Response

  Date: 04/28/2025

  We have thoroughly addressed the customer's concerns, and we are open to any additional questions the customer may have. We consider this matter resolved and appreciate the customer's understanding.

  Customer Answer

  Date: 05/01/2025

   
  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:04/07/2025

  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.

  In September 2024 I called in and requested new gas service for 316 Interlake Pass. I explained that I needed gas service to be able to use the oven. A technician came to the house and turned on the gas then came into the home (roommate was there) and proceeded to go into the attic and switch my furnace from electric to gas (without our knowledge). As weeks went by the gas bill kept getting higher and higher. I called in January and ask how this bill could be so high with me just using the oven once or twice a month. I was told that the bill was correct that nothing was wrong with the meter and that they would not send anyone out to check on the gas and they would not investigate the matter. In February 2025 I sent in an email requesting an investigation into why the gas bill was so high? I was told that the furnace, hot water heater, fireplace and oven were all running on gas. I asked for them to double check because everything was working in the home prior to me starting the gas service, After a few emails I was told that the water heater was not gas but everything else was. I requested to terminate to service because I could no longer afford to stay in the home due to the fact that GNG had switched my furnace to gas without my permission. I was charged an early termination fee of $100 because of a mistake made by GNG. To add insult to injury I was told they would not go back into the attic and switch the heat back to electric. I then had to pay a contractor to make this switch.

  

  Business Response

  Date: 04/14/2025

  Our company has contacted the customer to address their concerns, and we have reached an agreeable resolution. The customer had no further questions, we consider this matter closed.

• Initial Complaint

  Date:03/31/2025

  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.

  We have been customers for almost 10 years. We received a postcard on Feb 7 stating that our rate plan expired. We called and locked in the new rate. This was the first correspondence we had received. I just received my feb bill and its $800. I called in to understand what was happening and was told we didnt lock our rate in time. We were not told that our rate would go to 2.26 from .49 or we wouldve called immediately. The representative was unwilling to adjust the rate to what we should be paying .59 as well as the supervisor. He did offer a $300 credit which basically meant I would be charged over double what I was supposed to pay. All I am asking is that I am charged the negotiated rate instead of the price gauging rate since I was not informed that the rate would increase until February 7th

  

  Business Response

  Date: 04/04/2025

  We have contacted the customer, and we have reached an agreeable resolution.We consider this matter closed.

• Initial Complaint

  Date:03/24/2025

  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.

  We originally signed up for Georgia Natural Gas when we purchased our home new in 2020. We had a set rate at the time somewhere around $.65 per therm. At the end of the 12 month period, the price went up to $2.29 per therm!!!! Georgia Natural Gas said they let us know our rate was expiring but since we are on auto pay and paperless billing, we never received notification. Increasing the price 3.5x and keeping it that way for years is both asinine and predatory. If rates exist in the $.60-.70 range, no one would ever choose $2.29. They are hoping and praying people dont notice and just pay thousands of extra dollars. No one should charge 3.5x under any circumstance. This is unethical and should not be allowed.

  

  Business Response

  Date: 03/31/2025

  We have contacted the customer, and we are currently assisting the customer with their concerns.

• Initial Complaint

  Date:03/23/2025

  Type:Billing 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 have a collection on my credit report and I have never lived in that address and am demanding the collection on my credit to be removed

  

  Business Response

  Date: 03/31/2025

  Our recent attempts to contact the customer have been unsuccessful. We consider this matter closed and are happy to provide further assistance should the customer return our calls.

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23105875
  
  I am rejecting this response because:I called back made contact and the lady was asking me about fl light and I told her she dont know what shes talking about Georgia has nothing to do with Florida and I explain to her they have a charge on my account that I never had because I dont have a lease I resigned with my fianc and I have nothing under my name and never did with Georgia power I explained I been a victim of identity theft and this account does not belong to me I never had power under my name 
  
  Sincerely,
  
  ********* ******* *****

  

  Business Response

  Date: 04/03/2025

  Our recent attempts to contact the customer have been unsuccessful. We consider this matter closed. If they still need assistance, we can be reached at ph.:************ or toll-free at **************. We are open Mon-Fri: 7am 8pm and Saturdays: 8am 5pm.

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23105875
  
  I am rejecting this response because:I have not supplied proof under the doctrine of estoppel by silence, ********** V ******* mo 281 SW 715, 719, I presume that no proof of the alleged debt, nor therefore any such debt, in fact therefore exists
  
  Sincerely,
  
  ********* ******* *****

  

  Business Response

  Date: 04/14/2025

  We have spoken with the consumer, and we are actively working and will continue to work with the consumer to resolve the matter.
  

• Initial Complaint

  Date:03/20/2025

  Type:Order 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.

  AC# *********-5732795 Service address: ***************************************** On Jan 2025, I received a bill for $320.32 instead of ($35 +_) per month. On Jan 17th, Paid the full balance and asked the reason. The customer service said, your bill is very high because its automaticity went from .77 cent per term to $2.2 per term. I was not aware of this! Also, many times I could not go online to my account. A notification popped up that the GNG website is unavailable. I do have screen shots of it. On Jan 17th, agreed to a new contract with GNG for 6 months with lower term (.59C/term).On Jan 17th I had to pay $320 + $60 auto bill pay. On Feb18, had to pay $518.42+$60 Auto pay. (because GNG bills are a month behind) In March my bill is $409.27 My 3 months bills are $1,367 instead of ($180+) It jumped that high? It is absolutely outrages and not fair for working family who works hard to pay their bills. Why GNG did not send email or mail to notify me of this!!Is this how they make their money from poor working class??Please help,

  

  Business Response

  Date: 03/26/2025

  We have made an attempt to contact the customer by phone. Should the customer choose to return our call, we will be pleased to address their concerns.
  
  
  
  

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23091792
  I am rejecting this response because: No one called or contacted me. I was and I am available to answer my phone at all times, but no call came from GNG.
  
  The GNG also did not  provide any phone number or Ext in this message. If I call the main number I get the same nonsense answers from the customer service that I got in the past.  
  Sincerely,
  Wagma wilde 
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 04/01/2025

  We have attempted to contact the customer by phone and email. If the customer chooses to contact us, we will be happy to address their concerns. We can be reached at ************ Monday Friday 7am 8pm or Saturday 8am 5pm.

• Initial Complaint

  Date:03/13/2025

  Type:Order 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.

  Dear Better Business Bureau,I am filing a formal complaint against Georgia Natural Gas regarding an excessive and unfair billing issue that has caused significant financial burden in my life. my recent bill was $480+ nearly three times the amount I previously paid. prior to that my bill was $516.60 for the month of dec/jan. Despite contacting Georgia Natural Gas last month to address the issue, I was informed that my meter reading was correct and provided a $100 credit. I was also informed that it was based off my reading for the prior winter.upon check my ****** **** for 2024 my monthly rate where $108.97 for November 2023, December $169.32, January $242.31. I am beyond livid as this is so predatory. I did check my term rate and noticed it was 2. 239/term. I did however apply for a fixed rate effective 01/19/25-01/2026I believe this situation is unfair and demonstrates poor customer service. I did email ********************** on 2/26/25 regarding this matter at ****************************************** with no response as of today. I was offered no reasonable resolution when I sought assistance except for a payment plan. I am requesting that Georgia Natural Gas adjust my bill to reflect the contract fix rate I was approved for.I would appreciate any assistance the Better Business Bureau can provide in helping me resolve this matter. Please let me know if any additional information is needed.

  

  Business Response

  Date: 03/20/2025

  We have attempted to contact the customer to address their concerns. Should the customer choose to reach out to us, we will be happy to assist them.

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23063707
  
  I am rejecting this response because: they can reply through this platform with an additional third party. I would like this not to be on a telephone call. 
  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 03/28/2025

  Georgia Natural Gas would appreciate the opportunity to speak with you regarding your billing concerns. Please contact us at ************ Monday Friday 7am 8pm or Saturday 8am 5pm and we would be happy to assist you. 

• Initial Complaint

  Date:03/10/2025

  Type:Billing 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.

  Georgia Natural Gas promised me a 10 dollar credit per month but fails to honor it! It's a scam!

  

  Business Response

  Date: 03/14/2025

  We have spoken with the customer and after a thorough review and discussion, the matter has been addressed and is now considered closed. We thank the customer for his feedback. 

• Initial Complaint

  Date:03/07/2025

  Type:Customer Service 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.

  As a senior I applied and was approved for a ***** discount on my account. This does not show on my billing notice. I am asking that the discounted amount be annotated on my billing notices.

  

  Business Response

  Date: 03/14/2025

  We have spoken with the customer and satisfactorily addressed all their concerns. We have reached an agreeable resolution, and we now consider the matter closed.

• Initial Complaint

  Date:02/27/2025

  Type:Product 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.

  Last fall, I moved to a new residence and selected GNG as my gas provider. At the time, I was unfamiliar with the plan options and chose what seemed to be a feasible rate. In January, I was shocked to receive a bill for $513 and immediately contacted GNG to either change my plan or stop the service altogether.The customer service representative recommended switching to a flat-rate plan, assuring me that, starting in February, I would only be charged $126 per month. However, when I received my February bill, it was $441, which was far higher than what was promised. I contacted GNG again to dispute the charge, but instead of honoring the flat rate of $126, they only agreed to reduce my bill to $266, which was still 2-3 times higher than the market rate.GNG claimed that the flat rate would only take effect in the "next cycle" and pointed to terms and conditions hidden at the very end of an email that were neither clearly stated nor mentioned in the main body of the notification. The email was designed in a way that obscured critical pricing information, making it difficult for customers to notice these conditions. This deceptive practice misled me into believing my bill would be reduced immediately.I believe GNG engaged in misleading advertising and unfair billing practices, failing to provide clear and transparent communication about pricing changes. I am requesting:A full refund or adjustment to the originally promised flat rate of $126 for February.Clear and upfront communication from GNG regarding pricing and contract terms so other customers do not experience the same issue.I expect GNG to take accountability for this issue and provide a fair resolution.

  

  Business Response

  Date: 03/07/2025

  Despite multiple attempts to contact the customer, we have not received a response. Should the customer choose to return our calls, we remain willing to address any concerns they may have. At this time, we consider the matter closed.