Complaints

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Something needs to be done. I live on limited income and my gas bill is extremely high 500$ a month? I need someone to check house and meter.

  

  Business response

  03/14/2024

  O* *****24 the account was billed with a meter reading of 5158. 

  On ****24 a meter reading was obtained of 5186. This reading supports that the previous billed amount to be correct. 

  I spoke with the customer and provided information for financial assistance as well as submitted her information to our Customer Success Managers for further aid information and assistance. 

   

  Customer response

  03/20/2024

   
  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

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid spire gas a 150 deposit that I didn't need to pay I have been waiting on my refund for 2 months each time I called I was told the refund was going to be sent through mail I have not seen my refund yet. The supervisor of the company was pose to straighten it out but I still haven't received any of my money back.

  

  Business response

  02/08/2024

  Original refund request was made on *****/23 and approved for check to be issued on *****/23. Customer spoke with customer service on *****/23 and was advised to allow 2-3 weeks to receive, however if not received a replacement check could be requested after 30 days. On *****23 customer contacted customer service to request a replacement check and updated the mailing address. The refund check was issued on ****/24 mailed to **** **** *** *** *********** On ****24 we received confirmation that the refund check has been cashed. 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Business never reached out to me before threatening to disconnect services. Threat to disconnect was given on a Friday at 630 by automated message at a time when Business knew customers could not contact them about it. Threat to disconnect was also given when the company admitted they are low on supply and are attempting any means necessary to conserve supplies. Every about this ordeal is unethical.

  

  Business response

  01/23/2024

  On ***/24, a bill was generated in the amount of $330.87 ($136.44 Natural gas charges + $5.46 Taxes + $188.97 Past due amount) for service period **************/24.  The bill included a disconnection notice advising the customer that if the total amount due is not paid by the due date of ****/24 the service will be disconnected without further notice. The customer’s preferred bill delivery method was saved as via US Mail.  The billing address and gas delivery address are listed as the same address.  A reminder call was made on *****/24 after 5 PM to the telephone number listed on the account to remind the customer to make payment of the account balance before the due date.  A payment was made on ****/24 of the full balance owed and the account was set up on auto pay.

• Initial Complaint

  06/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  So I moved into my apartment ****/23 after awhile about 3 weeks I had never received a bill and I made an account online and come to find out the reason was because they had me at a different apt number, so we corrected that, learning my apt complex paid the bill for my apartment for ****/23-****/23 of $43.93 which I paid them back, then I got a bill for $85.50 I paid it online ****/23 now I’ve had 4 different bills one for $73.93 then $100 then $125, and now it’s $172 I have called customer service several times with no one able to explain to me the charges… I have been told 4 times a supervisor will call me back and nothing.. I called again today spoke to a really rude person who then told me it is gonna be another 5-7 days before someone calls me.. my bill was due yesterday and I was told well there’s a 7 day grace period… so no one can explain this bill to me it’s like I’m being double charged I only have a stove that’s running off gas there’s no way I used that much in gas for 1 month and not even running my furnace… I’m upset at how I’m treated and the lack of help

  

  Business response

  07/12/2023

  *** **__ filed a complaint with the BBB stating she was being charged for the wrong address. We have reviewed the account, which is in *** ****s, the account was initially started at the wrong apartment number. When our customer service was notified a ticket was submitted over to the billing department to investigate and rebill. The billing team has corrected the address to reflect the right apartment number and rebilled the customers account. A supervisor reached out to the customer on *****2023 to explain the billing department has corrected the bill and the address on the account.  The billing has been corrected

• Initial Complaint

  04/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Last week my mom passed and I had to get everything together with her accounts. My mom was late on her gas bill which I didn’t know any thing about until this past Thursday she owed over 600 dollars I told the rep that I don’t mind paying her bills off but I asked the rep what all I need to do to get the gas turned back on and into my name and she been out gas for almost a week now. I told her I don’t get paid until the *** *** *** *** and I should be able to pay off the past due amount. I call on Monday the *** and now they telling me the amount I owe is over 900 bucks which I’m like the rep just told me to pay this 600 and they bill me the difference and the rep Monday told me since I’m over my mom account I have to pay this bill and I’m like how when I didn’t sign any paperwork stating such action so now gas still off I paid almost 400bucks and nothing. How can I get responsible for her account when she passed away and my mom had more than one child. And now the bill is in my name when I didn’t authorize this and now it’s look like I owe for her bill. HOW

  

  Business response

  04/17/2023

  We want to ensure we provide all the information needed to resolve this issue. We have reached out and left a detailed message with direct contact information for our community specialist. We hope to have the opportunity to speak with the customer and quickly resolve this issue.

  Customer response

  04/18/2023

  
  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,
  
  ***** ********

  After speaking with Spire Energy I’m very satisfied for what they did.

  Thanks

  *****

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into the apartments through ******** ******* ********* at ******* apartments. I started service with spire energy ******* ** 2022 (date may be off by a few days) I had the 1st issue when I started service they acted like they didn’t want to connect my service and also charged a double deposit. I made my 1st payment December by over the phone method and after that I have had issues paying my bill every since. I receive disconnect notices if my bill is a day late or even before my bill is due, they have actually disconnected my service immediately and put my services in somebody else’s name and told me it was confidential with no warning or reason. This is not the 1st company I’ve had to file reports/ complaints on.. I filed on ******* ***** company for the same problem, I’ve filed on car insurance companies for attaching other peoples names to my bills and having me responsible for their bill due or they cut my bill off if I don’t pay. How this is possible I have no clue but this is a form of fraud! Now here I am dealing with a natural gas company same problem my bill appears to be duplicated some months out of no where I have trouble making my payment every month, there’s no branch location I can go to, to make my payment “coincidentally” you only speak to someone over the phone to dispute any problems you may have?! Is this something y’all can look into and do something about or do I need to direct this matter to the state attorney generals office? I do have concerns this may be an issue of discrimination mixed in as well. I’m having the same problem out of the housing authority though I pay my rent and they do the same will send me eviction notices like crazy with no explanation after my unit has been paid for. This is a very rough bad neighborhood and mostly black community and I’m white snd it seems every time i have an issue the other party is of a different race.

  

  Business response

  04/07/2023

  Thank you for inquiring about your account.  We are always happy to discuss your account information with you.  The account details have been reviewed and show the account was submitted for rebill due to an error resulting in another customer starting service at the current customer's address for a few days - the service remained active during the error period.  The billing was corrected, and a new account number was created for the current customer's account.  All of the charges and credits on the previous account ****** have been transferred to the new account ******* These changes were reflected on the current customer's billing statement.  Several tokenization log entries exist on the current customer's account, but no additional payments have posted to the gas utility account. Please contact our Connect Center representatives for help with payments or energy assistance resources.  We did attempt to contact the customer on ****** however the mailbox was not setup to leave a voice message.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Spire has had my account on auto pay for over 6 years and then all of a sudden it stopped and no one called about an over due bill. Now they cut my gas off and want me to pay $225 reconnecting fee. After talking to them the supervisor said they have had system issues so it could be their fault. Now I'm having to wait 4 days to reconnect because of no communication and no one cares. I can't cook for my family because of their issue cutting my payment off without my consent. I should be top priority to hook back up because of their system failure. I am NOT happy with their service and lack of concern.

  

  Business response

  09/22/2022

  Business Response /* (1000, 8, 2022/09/12) */ On ******** the customer's service was restored and the account reenrolled in the autopay program. As a courtesy, the deposit and reconnection fees have been waived on the account. Consumer Response /* (3000, 10, 2022/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The fees were waived, but only "credited to my account". I want the money refunded back to my credit card or check. My bill is only around $11 a month so recouping my refund will take some time. That was a large hit on my bank account at one time, I would like it directly refunded to me not my account credit. Business Response /* (4000, 12, 2022/09/20) */ On ******** we reached out to the customer and provided information to resolve this issue. Consumer Response /* (2000, 14, 2022/09/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In *** of 2022 an internet company was installing cable in my neighborhood and broke my gas line. Spire energy came with a backhoe and dug a trench 3-4ft deep and approx 12 feet long. They fixed the gas line and filled in the ditch leaving a very uneven terrain. They stuck a yellow marker with a wire on it sticking out of my formerly well manicured lawn. Then a few weeks later they came back and threw some sod on top of the mess without leveling the ground. They clearly are not landscapers. Their complaint process is clearly designed to make it difficult for people to complain. All I want is for them to pay a landscape company of my choice to repair the grounds to the original state.

  

  Business response

  08/11/2022

  Business Response /* (1000, 5, 2022/06/10) */ On **/**/22, a claims specialist spoke with the customer regarding the landscaping issues. Our claims specialist will be working with the customer to ensure that this matter is resolved to the satisfaction of our customer. Consumer Response /* (2000, 7, 2022/06/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My gas was cut off on*********, although my bill was paid in full. I have gone two days without gas and everything in my house is gas. Stove, hot water heater and more. I have called for two days to get someone to come out and cut my service back on and they are stating they cannot come out for 3 days. That would leave me an entire week without gas. This is complete neglect to customers on Spires's end. They are a utility company and their customer service said they do not have enough manpower to come out today. Well, reduce your service area then. All Spire cares about is money!!!!!!! and they are neglecting their customers by doing so!!!!! I cannot cook my children food, give them a hot bath, etc!!! This is disgusting and the owner of Spire should be ashamed of himself!!

  

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/05/11) */ Unfortunately, we had to disconnect the customer's natural gas service on ******** because there was an overdue balance on the account. The customer contacted our customer service team on ******** and had their natural gas service restored on ******. On *******, a bill was invoiced in the amount of $196.25 ($64.54 Natural Gas Charges + $11.74 Facilities charges + $3.05 Taxes + $116.92 Past due amount) for service period *****************. A disconnect notice was printed on the bill advising if the total amount due was not paid by ******** the gas service would be subject to disconnection without further notice. On ********, a Collection Reminder call was made to the customer at the telephone number listed on file. On ********, a technician was dispatched to the customer's service address to disconnect the gas service for non-pay. The technician completed the disconnection order and left the gas service off. A door tag was left with payment option details. Later on ********, a payment of $261.35 posted to the account. Please note, the customer did not contact customer service to schedule a reconnection appointment until ********. On ****************, the customer contacted customer service and requested a same day reconnection appointment. We were unable to honor the same day service request. An appointment was scheduled for the next available workday on Monday,**********

*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. ↩