ComplaintsforLiberty Utilities
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Complaint Details
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Initial Complaint
08/07/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have called Liberty several to inform them of outages. I continue to experience long outages the most recently was for 21 hours-(5-6-24). I lost my meat in my refrigerator due to lost of power that was $2000. . My bills continue to get higher and higher almost doubt. In March Liberty added in additional charge of 1% on my bill each month. I am dealing with the ***************************Business response
08/08/2024
As a public utility, we are regulated by the *********************** Commission.We may not provide customer-specific information in a public setting. Consumer complaints may be filed with the *********************** Commission.Customer response
08/08/2024
Correction to my complaint, it should state that they're charging 1 cent per kilowatt and I did not lose the meat in my freezer but I would have if I had not gone out to purchase a generator and fuel.Initial Complaint
08/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
We sold our house in October 2024. We called Liberty to notify them the house was sold so they could interrupt the gas supply under my name. They kept the bill under my name that obviously wasnt paid because I wasnt leaving in the house and I wasnt getting the bills. Now they sold the debt to ************** Services Inc.I contacted the new owner asking if they could be the bill because they are leaving in the house and they said Liberty was charging them as well.Business response
08/08/2024
Good morning,
Upon further investigation, we have confirmed that the customer did not contact ********************** until December 26, 2023 to close this account. During that call, they informed us that the property was sold in October but that they had forgotten to call in and assumed the new owner would have done so. It is the customer's responsibility to notify the utility of changes in responsibility or to close their account, and when the request was communicated in December, the account was closed. A final bill was issued in January of 2024 for use through the date of 12/26/23, no payment has been remitted and the balance remains $484.59 as of this response. No additional bills have been issued to this customer for this address.
If you would like to discuss this complaint further, please do not hesitate to contact me directly.
***************************
Sr. Manager, ************** **********************
************
******************************************************
Customer response
08/08/2024
Complaint: 22097536
I have reviewed the business' response and am rejecting it because:
Once we are not the owners of the house and we are not using it anymore. We shouldnt have any charge with that house. You should charge the new owner.
Sincerely,
*****************************Business response
08/09/2024
Good morning,
While I can certainly understand the frustration, it is a customer's responsibility to notify us of when they would like to close the account. At this time, Liberty would suggest discussing responsibility and remittance of payment with who you view as responsible for the billing during that time period. Unfortunately, this is not a matter that Liberty can get involved with, as we have followed all rules and regulations required in the closing of this account.
If you would like to discuss further, please do not hesitate to contact me at ************.
Thank you,
***************************
Initial Complaint
08/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
For the last 3 months I have not been receiving a bill for services. I am constantly a month behind on receiving my bills and they cannot tell me why. I&#**;ve been told they have a new billing system but everyone around me is receiving their bills on time except me. They can&#**;t pull me up by account number, phone number, none of my personal information. I just want my billing information to be able to budget for it.Business response
08/06/2024
As a public utility, we are regulated by the *********************** Commission.We may not provide customer-specific information in a public setting. Consumer complaints may be filed with the *********************** Commission.Initial Complaint
07/23/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
So Liberty has changed our account numbers for water and **********************. I haven't received my electric bill in months several months. June I tried to make a payment, their system said I owed nothing I had a credit. I paid my water which the prior month again was told I didn't owe for water had a credit. Now it's July. The customer service said I do not have an ********************** account, they've removed my name. Will not give me information. Said I never paid my water bill last month. They have screwed up all records, all billing, now finally getting some access back. They are applying my payment to the wrong accounts, not allowing me access to my accounts, not sending me my bills. This is beyond frustrating, and now I do have bank statements I always pay my bills I have a statement showing where I did pay my water. Now I'm being charged late fees this is unacceptable. I've been so stressed literally shaking!Business response
07/23/2024
As a public utility, we are regulated by the *********************** Commission.We may not provide customer-specific information in a public setting. Consumer complaints may be filed with the *********************** Commission.Initial Complaint
07/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The company mailed a letter saying we may or may not recieve our statement late for the month. It has been 3 months since we received that letter and we still don't have a bill. I went into the office to see if i could pay and they said they didn't have any billing info and couldn't give me a reason why. They said unfortunately i may receive multiple bills all at once, and that a payment plan could be set up and there would be no penalties. This is not fair to customers. Especially at a time when bills are gonna be higher due to the extreme heat. Also why should we believe the bills will even be correct when they finally come? This is getting ridiculous and out of hand.Business response
07/25/2024
As a public utility, we are regulated by the *********************** Commission.We may not provide customer-specific information in a public setting. Consumer complaints may be filed with the *********************** Commission.Customer response
07/31/2024
Complaint: 21984352
I have reviewed the business' response and am rejecting it because:
Apparently BBB is not able to help. So as the *************** replied. I will file a complaint where they said to, and hope i dont get passed on from there. I just want to pay my bill.
Sincerely,
*****************************Initial Complaint
06/26/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I have had service with Liberty Utilities (Empire Electric) for 10 years. I paid a $300.00 deposit to establish service. I had my service disconnected in March as I was moving to a different location not serviced by Liberty Utilities. When I disconnected my service I gave them my forwarding address. I waited no check arrived. I called at least 4 more times through to now. I have been given excuses for this amount to be given back to me. I also have given the same PO Box address to them each time. I have been told to wait 4-6 weeks. I have been told the check is coming from *******, ** to wait 4-6 weeks. I have been given a tracking number and my address was not verified to wait another 4-6 weeks. The tracking number from the **** shows status not available and the status update is not available or it could be an incorrect tracking number which I read back to the person on the phone and the represenative said it was correct. I am tired of the run around and them keeping what belongs to me. All my electric bills have been paid in full and there is no excuse for the delay as its now close to going on the fourth month of disappointment.Business response
06/27/2024
As a public utility, we are regulated by the *********************** Commission.We may not provide customer-specific information in a public setting. Consumer complaints may be filed with the *********************** Commission.Initial Complaint
06/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My wife and I have been customers for 20 years here at the same address. We've never ever had a bill over $325 in all those years. We recently upgraded our furnace/central ac unit ( the old one was 40 years old). Now all of a sudden our last 2 bills have been $420 and now $490! The last one the ** was set at 75* and we were gone a week. And the bill says this is the last of your " winter " bill rates!!!!!!! How does my bill go off the chart after 20+ years . Heck , how do I pay a $500 summer electric bill? Is someone reading the meter or guesstimating it. We have reinsulated, remodeled the kitchen and gone with energy efficient appliances! HOW COME it's $500 for electric??? Something is wrong or they are price gouging!Business response
06/03/2024
As a public utility, we are regulated by the *********************** Commission.We may not provide customer-specific information in a public setting. Consumer complaints may be filed with the *********************** Commission.Initial Complaint
05/30/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
In January (6th) of 2022, I disconnected ALL service with Liberty Electric for the home at ********************************************, as we had sold the home. Without realizing it, I continued to pay Liberty Electric for the street light we had installed. I didn't know there was more than one Electric company. I came upon my overpaying, when Liberty Electric changed their billing statement and saw clearly the ****** address.I contacted Liberty immediately on 4/25/2024. I was told by ***** W that indeed they had made a mistake and owed me a refund. I have called twice since then 04/15/ 2024 and 05/28/2024. I have not received my refund that was to take 7 to 10 days.Please help me recover my money.Business response
05/31/2024
As a public utility, we are regulated by the *********************** Commission.We may not provide customer-specific information in a public setting. Consumer complaints may be filed with the *********************** Commission.Initial Complaint
04/22/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I believe that there are many discrepancies in billing. I was given three different amounts for my bill this month, and then charged late fees. I proved that I paid my bill via my bank statements, and the bill was then doubled.Business response
04/22/2024
As a public utility, we are regulated by the *********************** Commission.We may not provide customer-specific information in a public setting. Consumer complaints may be filed with the *********************** Commission.Initial Complaint
04/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Liberty electric has been nothing but a problem since Ive had to start using them. They have changed their entire system now and in order to get your new account number to pay your bill you have to call in and give them your full name, address, social security, date of birth, drivers license number, maiden name the list goes on. Its never the same question and its highly suspicious. No other electric company has ever needed this information. If you are a day late on your bill they immediately send a turn off notice to your home l, when it is usually there systems fault because something is always wrong with their system.Business response
04/19/2024
As a public utility, we are regulated by the *********************** Commission.We may not provide customer-specific information in a public setting. Consumer complaints may be filed with the *********************** Commission.
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Customer Complaints Summary
43 total complaints in the last 3 years.
29 complaints closed in the last 12 months.