Complaints

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

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• 

  Spire

  605 Richard Arrington Jr Blvd N Birmingham, AL 35203-2707

  
• 

  Spire

  PO Box 387 Rogersville, AL 35652-0387

• 

  Spire

  2101 6th Avenue North Birmingham, AL 35203

  
• 

  Spire

  2895 Highway 101 Rogersville, AL 35652-6047

• 

  Spire

  20 20th St S Birmingham, AL 35295-0001

  

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:01/10/2025

  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.

  Spire will not except payment with Insurace *********** debit card from Devoted.

  

  Business Response

  Date: 01/31/2025

  We offer various options for bill payment that allow customers to choose between credit/debit cards or bank/savings accounts without incurring any extra charges. The customer encountered difficulties while trying to process their preferred payment method. Despite several attempts, the transaction was unsuccessful due to a tokenization error associated with the card. We provided a list of local merchants and locations where in-person payments can be made within the customers community. A successful payment posted to the customers account on 1/16/25.

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22793214
  
  I am rejecting this response because:
  
  Sincerely,
  
  Mr ********* Lower;

  You are liars, avoiding the problem. There are no place's  where we can pay your bill useing our insurance (home & food credit/debit card)...Spire has a shady payment method thats not set up as a utility so our **** cards will not work..So Who excepts your payments? We would like to know...There is somthing illegal about your payment method because all other utilities except our cards as long as it is a utility...You better fix YOUR problem because myself as well as many people in ****** , Alabama are taking this matter to **********....

• Initial Complaint

  Date:11/13/2024

  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.

  Spire Energy is the worst utility company in Alabama . Since coming to the area, they disconnect services in an attempt to collect reconnection fees without warning . Servicemen have said that they will not even allow them to knock on your door when they come out and we are not talking huge bills , this is 50.00-150.00 bills that may be 10 days past due. They do not call you, they do not email , they do not text , they do not knock they simply disconnect. The customer service is an absolute nightmare. No managers , no supervisors ! They put you on a list to never land because they will never call you back. They will not give out corporate phone numbers . How do i submit complaints to the utility boards . This company needs to be out of business fast . I know people who are switching to total electric just to avoid this company , they are a scam !

  

  Business Response

  Date: 12/10/2024

  Customer filed a ******************** regarding a disconnection of service in November *************************** **********************************. Review of the account shows that a disconnection notice printed on the 10/24/24 bill statement with a pay by date of 11/8/24. The disconnection notice stated the service would be subject to disconnection without further notice if payment was not received by the due date on the bill. On 11/12/24, the service was disconnected due to nonpayment. Upon receipt of the complaint, we reached out to the customer and discussed their concerns regarding the recent disconnection and period between bill print and due date.  Customer agreed to set up text alerts to help better manage bills.

• Initial Complaint

  Date:07/01/2024

  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.

  My problem began on June 23, 2024, when I attempted to pay my gas bill at ******* located in the ****************** in *********, Alabama. Each time the customer service agent attempted to take the payment, the system gave a error message ( Account number not properly formatted). I was using my physical Spire bill with the account number on it. The CS agent attempted to submit the payment several times to both of the paycodes for Spire. It was rejected each time. I then went to the ******* location in ******, Alabama, where they got the same results. I then went to ******* in ******, Alabama attempted to pay the bill, they received the same results. I then went home. I went to the ****** ******* the following day...attempted to pay the bill, where they received the same error code. Could not accept the payment. On June 27th 2024. I was informed by a Spire CS agent that my account had two account numbers...the one from the bill, one from a legacy account. I told her what I had been through, she proceeded to over talk me...argue with me, basically calling me a liar. At that point I became frustrated, and proceeded to curse her out. She threatened to end the call. Before I cursed her out, I requested a supervisor no less than 12 times. The call is recorded. She ended the call all while being snide, catty. I called back reached a gentleman who insisted that I go to another *******, because that was indeed my account number, to which I said I have been to all of the *******s that I am going to. This is not a *************************** issue, this is a Spire issue. He was rude as well, ended the call. ** finally reached a lovely agent who gave me the legacy account number, stayed on the phone as I attempted to pay through CVS..it could not be accepted without a bar code on the actual bill. I proceeded to head to the ******* Neighborhood Market, with the agent, who was so patient on the line...provided legacy account number it went through. I have more to complain about. Ran out of

  

  Business Response

  Date: 07/24/2024

  Thank you for bringing this matter to our attention.  We regret the inconvenience you have experienced with your recent transaction. We have not received any reports of system outages or other technical issues but please be assured that we take such matters seriously and are committed to providing you with a seamless payment experience. If you continue to encounter any difficulties, please do not hesitate to contact our customer support team, and we will be more than happy to assist you further.

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21918458
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/05/2024

  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.

  Early March 2024, I reached out to set up service with Spire. On 3/13/24 two men from Spire came out and determined that I needed to tap into the gas line at the street first. They called and set it up. I never heard anything back so I continued calling repeatedly. Eventually March 29 I was told that it would cost $495 to tap into the street and then no charge to set up the line from meter to my gas range. Was told it could take up to 8 weeks. Never heard anything back. Have continued calling to get updates. Finally heard from a supervisor that someone did come out but thought I might have gas at the house so someone else needed to come out and assess. I explained that this had already been assessed but she said she couldnt see that. New assessment was 5/17. Never heard anything despite calling every day. Finally someone let me know we are waiting on a field inspector and they would ask the supervisor to call me. Never received a call. Today the person I spoke with told me that I would need an inspection. This is the first Ive heard of that requirement. She also seemed incredibly confused about what services I need. Incredibly frustrating to receive no updates, repeat assessments, be told that a supervisor will reach out but they never do, and how half the time no one has any idea what is happening. Its been almost 3 months now and I still dont have any gas or an estimate of when I will get it.

  

  Business Response

  Date: 06/28/2024

  On March 14, 2024, the customer called to inquire about installing a fuel line for a range. An order was placed to obtain a quote for the fuel line and to verify that the gas line at the property was no longer active. The job bid was completed on March 18, 2024, and a voicemail was left for the customer.
  
  On April 4, 2024, an email was received by one of our Energy Advisors representatives requesting to contact ****************; a voicemail was left.
  
  On April 8, 2024, an email was received by one of our Energy Advisors representatives advising that the customer was ready to proceed with the installation of the gas line and range. The order to install the gas line and range was placed at this time, and the customer was provided with an expected completion time of a minimum of 6 weeks, which could be impacted by weather and permit requirements. This property address is within an area that requires an inspection release before Spire can set a meter.
  
  On May 17, 2024, the inspector completed the site visit. At the time of the visit,the inspector located a riser behind some bushes and requested that Spire verify if the riser present could be used.
  
  On May 20, 2024, a Spire technician verified that the riser present was no longer active.
  
  On June 14, 2024, the gas lines were installed.
  
  On June 21, 2024, Spire received the inspection release from the City of **********, and the meter was set and range installed on the same day. 

• Initial Complaint

  Date:04/10/2024

  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.

  Back in January of 2024 I went into the hospital because of a heart attack I was then there for about 2.5 weeks. Then from there I went to stay at my sons house for 4 weeks to recover after open heart surgery. During this time I had received a very large gas bill. When I was able I called them several times to explain that no one has been in the house and why was I being charged. Then from there I had them to turn it off because I was staying different places with my children because right before my heart attack I lost my husband. I live on a monthly SS check and thats it.

  

  Business Response

  Date: 04/23/2024

  Thanks for reaching out and giving us the opportunity to answer your questions.  The final bill includes two months of unpaid past due charges and the current natural gas charges. A request to stop service was completed on 3/15/24 and a final bill was generated. A letter with utility assistance resources available in the customers local area has been mailed to the preferred address listed on file.

  Account details:

  On 01/18/24, a bill generated in the amount of ****** ($346.48 *********** charges + $13.86 Taxes) due by 2/2/24.
  On 02/20/24, a bill generated in the amount of $****** (****** *********** charges + ***** Taxes + ****** Past due) due by 3/6/24. The bill included a disconnect notice advising the customer that if the total amount of $****** was not paid by the due date of 3/6/24 the service may be disconnected without further notice and additional fees may be assessed to restore service.
  On 03/15/24, a technician was dispatched to 17 SXXXXXXX AXXXXX, GXXXXX.  The meter was located and sealed.
  On 03/15/24, a final bill was generated in the amount of $754.50 (****** *********** charges + 4.30 Taxes + ****** Past due) due by 4/1/24.
  

  
  

• Initial Complaint

  Date:11/20/2023

  Type:Customer Service 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.

  Hi on October 18,2023 I had the gas turned on @ ****************************************************************. October 20, 2023 I notice a loud gas smell, actually It was so loud my neighbors smelled it as well. I called Spire and someone came out on October 27,2023 the gentleman/technician stated something about gas leak or trap in the line and he asked if I had an electric or gas water heater and I stated electric he went outside and double check to make sure I did have an electric water heater. He stated the problem was fixed. I was waiting for a bill to come in the mail but decided to go ahead and set up an account online. My bill was/is $257.00. Winter has not started yet. Im not sure if I had a leak or what but something is wrong. Called and complained about my bill on November 16,2023. Spire sent a tech out again on November 17, 2023. This tech said nothing so I'm still not sure why the gas bill is so high. I thought maybe it could be a connection fee, but my bill does not reflect that.

  Customer Answer

  Date: 11/21/2023

  Hello my name is  ***************************** and I'm writing you all to let you know complaint ******** has been resolved.
  
  ***************************;
  ************
  **************************

• Initial Complaint

  Date:11/01/2023

  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.

  Hello to everyone but I keep getting the run around for three weeks straight they sent someone out here it's cold but when he got in my basement they pulled him talking about an emergency so he couldn't turn my gas on I have a new born on here my bill is paid I have been a customer for 7 years that's not right

  

  Business Response

  Date: 11/01/2023

  Technician went out to restore gas from previous gas leak, when technician arrived, he received an emergency call (an emergency calls are handled with priority based off the closet technician to the emergency) so he had to leave to handle the emergency and advised the next available technician would be out. The next available technician arrived and completed the turn on.

• Initial Complaint

  Date:10/16/2023

  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.

  Well gas got shut off liheap paid the excisting bill the guy came turned on 3 days later turned heat on cool air blowed out called spire guy said cause stove came on ****** the landlord it's there prob.no it's not called spire today talked to a lady named **************** could tell she was African American im saying this cause it was independence ** and she is sending someone out to see the problem is I'm in a wheelchair have one leg so it's hard as it is and she cared and I'm so grateful she deserves a raise she made up for the mean guy I talked to who wouldn't help me spire needs to fire him makes spire company look bad,

  

  Business Response

  Date: 10/30/2023

  I have forwarded the complaint and compliment of the customer service representatives to their supervisor. The technician went out and discovered the ** needed repairs. The technician referred the customer to the landlord for repairs.

• Initial Complaint

  Date:08/30/2023

  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 received a letter from Spire dated August 1, 2023 stating that my payment by check was declined by my bank and that I owed a $20 fee. However, the payment was not made until August 3rd (due date) and I paid by credit card. I have contacted customer service via email asking for information about this check and the response has been for me to provide transaction details. Since I did not pay by check and the bank has confirmed that no such transaction took place, there are no transaction details to provide. In addition, there are no stored payment methods in my online account. So either the transaction never happened and the charge needs to removed or Spire fraudulently attempted to process a check without me providing account information or authorization. To date they will not provide an explanation as to how they got my bank account information and how they attempted to process a payment by check without authorization. Not will they admit it never happened and remove the charge.

  

  Business Response

  Date: 09/13/2023

  
  ****************** account was invoiced in the amount of $181.85 on 7/19/23 for services rendered from 6/16/23 to 7/19/23. On 7/25/23, a check payment of $181.85 was made, but the financial institution was unable to process it, resulting in a $20.00 non-sufficient fund fee. On 7/31/23, a letter was sent to inform the customer of the returned payment. In response, **************** emailed customer service to inquire about the letter. Our team provided her with payment details and as a one-time courtesy, we waived the $20.00 NSF fee.

• Initial Complaint

  Date:05/30/2023

  Type:Product 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.

  Hello Im really upset with ********** ive been trying to get my credit back for a month now from Spiral that was left over from **************** on my account that I have recently closed because of my recently moved and no longer need ********** because my home is **************** now I reached out to Spiral about sending me a refund credit check for the remaining balance on my account they kept giving me the run around tell me oh it will be mail After Its Approved then they will say it will be mailed out on the 20th now they say I cant get it its just been lies from day one I called Ive heard different stories from different representatives I really just wish I can get to talk to the right person to help me with this situation And look deeper into my account Talking to a supervisor not even good not here in Alabama anyway

  

  Business Response

  Date: 06/09/2023

  Thanks for reaching out.  A review of the customer's account shows the final bill was released on May 22, and by May 31, the customer was refunded the remaining credit on their account as a refund disbursement. The refund will be mailed to the forwarding address listed on the account and the customer can expect delivery within 5 to 10 business days.

  Customer Answer

  Date: 06/13/2023

   
  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,
  
  ************************* I was not refund my whole amount that was 237 the only sent 110 it was more then that