Poor customer service, unwillingness to acknowledge or fix an issue they had caused I took the morning off to wait around a house I am moving into - no electricity, no water or gas A technician was to come by between 8am and 12pm I was told that a technician couldn't be expected to give me a call ahead of time to let me know they were on their way (seems like an industry standard that they don't subscribe to) At 12:I called to get an update on when the technician would arrive It turned out he had already shown up hours earlier, and had rang the doorbell multiple times without a response, so had left I asked the agent on the phone how the doorbell was supposed to work when I didn't have any electricity in the house, but the agent said they weren't sure how that would work, but clearly I wasn't home because that's what the technician had written in their notes Then I was told that nobody could come back that afternoon, because that would constitute a same-day service request, which was not allowed They would come back tomorrow morning, which I explained would not work since I would be out of town for the next three daysWell would tomorrow afternoon work? The conversations (with three agents and a "manager") were frustrating to the point of bursting blood vessels in the eyes I wasn't sure if they weren't listening, they didn't care, or if they didn't know how to do either, but I felt like I was trying to reason with my infant daughter I really wish Atmos did not have a monopoly on our area, unfortunately they are the only providers of gas that services our town, so it seems that they don't feel the need to provide customer experience
Atmos Energy replaced my gas meter with no notice and turned off the gas I called to find out why the gas was off, as they left no notice of their action The customer service representative on the phone explained that Atmos had replaced the meter and since no one was home they left the gas off Really!!!!!! It was on before they replace the meter I had to schedule an appointment time for they to turn the gas back on, which iI did for the next day between 8am and noon They would not provide a shorter time window I also left them a contact number, my cell phone, to make sure them could reach me if needed Next day 8am to noon comes and goes, no Atmos, no call I get home that evening to find a notice on my door that no one was home so the gas was still offI call customer "non" service and they explain that the field techs only call if they want to; no requirement that they do so I ask about why they missed the 8am to noon service window Answer! They were there, but no one was home.....lie!!
I ask them to reschedule the service, but it will be days before they can come back out I tell them that I can do that, but they must call me minutes ahead of their arrival so I can be there to meet them I give them the cell phone number and explain I will be down the street working on another property I own and can be there to meet the tech in to minutes from the call No call, no tech, just another notice that no one was home
I call again and chew them out I explain the previous two wastings of my and their time and ask for another appointment to turn the gas on The representative says it will be days now before they can come out He says I can pick from 8am to noon or noon to 5pm I pick 8am to noon
On the day of the service, I am sitting in my front doorway with the door open from 8am to noon, NO ATMOS!!! I call and they say the appointment is for 8am to pm !! I get a supervisor on the phone and have her call ATMOS dispatch and explain their screw up She promises they will put me on priority and be here ASAP It is 1:15pm and still no ATMOS
This is why you should never ever have a monopoly!!! Especially on utility services
WOWamazing organizationI find their website to be very informative with graphs that show daily usage over time, etcRecently I changed the bank in which I use for Auto-PayUnfortunately Atmos continued to use my old billing info and I was charged a $overdraft fee from my old bankI sent a complaint through their website explaining the mix-upI just logged in and noticed that my Atmos account has actually been credited this $35! Unheard of from a utilities companyI feel that a good business is not gauged on -IF- they make mistakes, but rather, 'how they fix them'Bravo, Atmos! I'm truly impressed by the positive experience received here
Customer Service reps are very unprofessionalI've had Atmos Energy for almost two yearsThey made a mistake and turned our service off over a $bill that was due on Jan 7,2015, called to extend it two days later on Jan 9,They show it was extended on their records yet choose to be deceptive to their loyal customersBad job Atmos
Very dissapointed
Poor customer service, unwillingness to acknowledge or fix an issue they had caused.
I took the morning off to wait around a house I am moving into - no electricity, no water or gas. A technician was to come by between 8am and 12pm. I was told that a technician couldn't be expected to give me a call ahead of time to let me know they were on their way (seems like an industry standard that they don't subscribe to). At 12:15 I called to get an update on when the technician would arrive. It turned out he had already shown up 3 hours earlier, and had rang the doorbell multiple times without a response, so had left. I asked the agent on the phone how the doorbell was supposed to work when I didn't have any electricity in the house, but the agent said they weren't sure how that would work, but clearly I wasn't home because that's what the technician had written in their notes.
Then I was told that nobody could come back that afternoon, because that would constitute a same-day service request, which was not allowed. They would come back tomorrow morning, which I explained would not work since I would be out of town for the next three days. Well would tomorrow afternoon work?
The conversations (with three agents and a "manager") were frustrating to the point of bursting blood vessels in the eyes. I wasn't sure if they weren't listening, they didn't care, or if they didn't know how to do either, but I felt like I was trying to reason with my infant daughter.
I really wish Atmos did not have a monopoly on our area, unfortunately they are the only providers of gas that services our town, so it seems that they don't feel the need to provide customer experience.
Poor customer service, unwillingness to acknowledge or fix an issue they had caused I took the morning off to wait around a house I am moving into - no electricity, no water or gas A technician was to come by between 8am and 12pm I was told that a technician couldn't be expected to give me a call ahead of time to let me know they were on their way (seems like an industry standard that they don't subscribe to) At 12:I called to get an update on when the technician would arrive It turned out he had already shown up hours earlier, and had rang the doorbell multiple times without a response, so had left I asked the agent on the phone how the doorbell was supposed to work when I didn't have any electricity in the house, but the agent said they weren't sure how that would work, but clearly I wasn't home because that's what the technician had written in their notes Then I was told that nobody could come back that afternoon, because that would constitute a same-day service request, which was not allowed They would come back tomorrow morning, which I explained would not work since I would be out of town for the next three daysWell would tomorrow afternoon work? The conversations (with three agents and a "manager") were frustrating to the point of bursting blood vessels in the eyes I wasn't sure if they weren't listening, they didn't care, or if they didn't know how to do either, but I felt like I was trying to reason with my infant daughter I really wish Atmos did not have a monopoly on our area, unfortunately they are the only providers of gas that services our town, so it seems that they don't feel the need to provide customer experience
Atmos Energy replaced my gas meter with no notice and turned off the gas I called to find out why the gas was off, as they left no notice of their action The customer service representative on the phone explained that Atmos had replaced the meter and since no one was home they left the gas off Really!!!!!! It was on before they replace the meter I had to schedule an appointment time for they to turn the gas back on, which iI did for the next day between 8am and noon They would not provide a shorter time window I also left them a contact number, my cell phone, to make sure them could reach me if needed Next day 8am to noon comes and goes, no Atmos, no call I get home that evening to find a notice on my door that no one was home so the gas was still offI call customer "non" service and they explain that the field techs only call if they want to; no requirement that they do so I ask about why they missed the 8am to noon service window Answer! They were there, but no one was home.....lie!!
I ask them to reschedule the service, but it will be days before they can come back out I tell them that I can do that, but they must call me minutes ahead of their arrival so I can be there to meet them I give them the cell phone number and explain I will be down the street working on another property I own and can be there to meet the tech in to minutes from the call No call, no tech, just another notice that no one was home
I call again and chew them out I explain the previous two wastings of my and their time and ask for another appointment to turn the gas on The representative says it will be days now before they can come out He says I can pick from 8am to noon or noon to 5pm I pick 8am to noon
On the day of the service, I am sitting in my front doorway with the door open from 8am to noon, NO ATMOS!!! I call and they say the appointment is for 8am to pm !! I get a supervisor on the phone and have her call ATMOS dispatch and explain their screw up She promises they will put me on priority and be here ASAP It is 1:15pm and still no ATMOS
This is why you should never ever have a monopoly!!! Especially on utility services
WOWamazing organizationI find their website to be very informative with graphs that show daily usage over time, etcRecently I changed the bank in which I use for Auto-PayUnfortunately Atmos continued to use my old billing info and I was charged a $overdraft fee from my old bankI sent a complaint through their website explaining the mix-upI just logged in and noticed that my Atmos account has actually been credited this $35! Unheard of from a utilities companyI feel that a good business is not gauged on -IF- they make mistakes, but rather, 'how they fix them'Bravo, Atmos! I'm truly impressed by the positive experience received here
Customer Service reps are very unprofessionalI've had Atmos Energy for almost two yearsThey made a mistake and turned our service off over a $bill that was due on Jan 7,2015, called to extend it two days later on Jan 9,They show it was extended on their records yet choose to be deceptive to their loyal customersBad job Atmos
Very dissapointed
Poor customer service, unwillingness to acknowledge or fix an issue they had caused.
I took the morning off to wait around a house I am moving into - no electricity, no water or gas. A technician was to come by between 8am and 12pm. I was told that a technician couldn't be expected to give me a call ahead of time to let me know they were on their way (seems like an industry standard that they don't subscribe to). At 12:15 I called to get an update on when the technician would arrive. It turned out he had already shown up 3 hours earlier, and had rang the doorbell multiple times without a response, so had left. I asked the agent on the phone how the doorbell was supposed to work when I didn't have any electricity in the house, but the agent said they weren't sure how that would work, but clearly I wasn't home because that's what the technician had written in their notes.
Then I was told that nobody could come back that afternoon, because that would constitute a same-day service request, which was not allowed. They would come back tomorrow morning, which I explained would not work since I would be out of town for the next three days. Well would tomorrow afternoon work?
The conversations (with three agents and a "manager") were frustrating to the point of bursting blood vessels in the eyes. I wasn't sure if they weren't listening, they didn't care, or if they didn't know how to do either, but I felt like I was trying to reason with my infant daughter.
I really wish Atmos did not have a monopoly on our area, unfortunately they are the only providers of gas that services our town, so it seems that they don't feel the need to provide customer experience.