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Gas Company's Lack of Response Leaves Some Customers Steamed

Posted on: Sunday, 9 April 2006, 06:00 CDT

By Dave Lieber, Fort Worth Star-Telegram, Texas

Apr. 9--You know what I like most about being The Watchdog? You take a reader like Linda Neal of Fort Worth, who has tried for weeks to solve her problem with Atmos Energy. But she gets nowhere.

Then The Watchdog contacts Atmos Energy on her behalf. Atmos reviews her case. And what does Atmos say?

Spokesman Rand LaVonn tells me that Neal will get a refund on charges for which she was unfairly tagged.

"We were wrong," LaVonn said. "We're sorry that happened, and we're taking the initiative to fix it as fast as we can."

Don't you love hearing companies fess up?

Here's the rest of LaVonn's apology on behalf of Atmos: "That's one of the things I like about Atmos. If we make a mistake, we fix it, apologize for it sincerely and make the effort so it doesn't happen again."

On March 20, I alerted Atmos that I was interested in Neal's problem. The next day, Atmos contacted Neal.

Coincidence? Of course not.

On March 21, Sal Suarez, manager of Atmos Energy Customer Resolutions, performed a resolution.

He wrote her, "I can already assure you that any extra monies you paid in connection with this issue will be refunded to you."

As Neal told me later, "They were not so cheerful and helpful until you stepped in."

But, dear readers, this is what I hate most about this job. Consumers go round and round in circles with companies they do business with. But then The Watchdog calls and, more often than not, there's an apology, a refund and a little public embarrassment.

In a perfect world, there would be no need for The Watchdog. But alas ...

Neal tried for weeks to get Atmos to acknowledge its mistake.

The gas-heating system in her home wasn't working. She called a repair person, who informed her that Atmos had cut off her gas service.

"We were quite surprised and embarrassed, to say the least," she said.

When she contacted Atmos and asked why she wasn't notified of the termination, she learned that her gas was cut off because, for some reason, Atmos had started sending her bills to a house she had sold in 2003.

In dire need of basics like hot water and heat, she paid the overdue balance, a $65 reconnect fee and a $90 deposit. Service was restored. But she said that when she tried to explain to Atmos how it was the company's fault and not hers, the utility refused to listen.

"How many people have been subjected to this hardship and inconvenience? And how many lower-income families have been forced to amass a large amount of money on a moment's notice in order to keep their children warm? We were told that the reconnect and deposit fees could not be waived, and we were literally without recourse," Neal said.

"With the price of natural gas at such a ridiculous rate, you would think that this company would work with their customers to ease their pain. But since they are the only game in town, we have to play by their rules," she said.

The Watchdog has been busy with Atmos lately.

Several customers contacted me with the complaint that they couldn't get their monthly bills sent to them, despite repeated calls to Atmos.

You'd think Atmos would want to take your money.

Bill and Karen Davis of Bedford complained to The Watchdog. Shortly after, their bill finally arrived.

Daniel Reyero of Hurst called Atmos four times since November asking for a bill. "All I want is my bill," he told me. "I have lived at this address for over 40 years, and I have never had any trouble with the gas company until now."

The good news? He got a bill. The bad news? It was for four months and totaled $438.

David Massey of Euless tried to help his stepmother get her bill. She called and, one time, was on hold for 90 minutes, he said.

When she finally reached someone, he said, "she was told very politely that the statements had been mailed and that if she didn't pay the balance, she would be disconnected and she would have to pay a reconnect fee." Massey said his stepmother had paid more than 50 years of gas bills without a problem.

So much for a good payment history. She finally got a bill.

LaVonn said the billing problems stem from Atmos' conversion from an old billing system used by the company's previous owner, TXU Gas.

But other customers had problems more serious than lack of bills.

Danny Hull of Fort Worth complained that his gas bill jumped from $73 to $293 in one month.

"I called Atmos customer service and complained bitterly about it," he wrote me. "I was told that they would reread my meter, but no one did. I don't make a lot of money, and this gas bill caused me to buy less food than I needed. Please help me right this wrong."

It turned out that his meter was misread. Atmos deducted $170 off his bill.

A similar scenario happened with Margarita Bruce of Arlington. Her meter was also misread, but Atmos insisted that she pay the larger, incorrect amount anyway and wait for a credit the next month. She howled in protest, but her howls weren't heard. She couldn't find anyone in customer service who would listen.

As she wrote Atmos, "You should be aware that the phone representative I spoke with yesterday could not even give me the name of someone at Atmos that I could write to. In fact, she had no idea where your corporate headquarters were even located. I had to 'Google' you on my own. What kind of customer service is this?! You are virtually impossible to reach! ...

"I suggest that at the very least, you review your billing and adjustment procedures and make an effort to be more accessible to the consumer in the event of a problem."

She eventually received a $160 credit on her bill.

LaVonn said: "Atmos Energy normally has a very high customer-service rating, and we're working hard to get back to that level. Management is working hard to get these problems fixed so they don't come back again."

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Copyright (c) 2006, Fort Worth Star-Telegram, Texas

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Source: Fort Worth Star-Telegram (Fort Worth, Texas)

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