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Business Profile

Electric Companies

Liberty Utilities

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Companies.

Complaints

This profile includes complaints for Liberty Utilities's headquarters and its corporate-owned locations. To view all corporate locations, see

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Liberty Utilities has 6 locations, listed below.

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    Customer Complaints Summary

    • 80 total complaints in the last 3 years.
    • 46 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/06/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      On July 25, 2024, I moved from my apartment in ****************, ********, to The Terraces at ***********, *******. I called Liberty Utilities, my electric provider in *****, to disconnect my service at ****************, and to settle my final bill. I called the correct number, spoke with a Liberty agent, set up a disconnection date for the end of July, and asked for a final amount. He said it was $216.36, and I paid it over the phone call with him, giving him my banking information. To summarize the following events, I was told two months later, by a Liberty billing person calling me, that my payment of $216.36 was received by Liberty and then "returned" by notation in Liberty's records. My bank, ******, told me the money was not 'returned' - that the payment of $216.36 went through, but the receiving company was listed as '*******'. I have NEVER had an account with Xfinity. I spoke with several Liberty billing personnel in subsequent weeks, who admitted Liberty had been cyber-attacked and payments stolen from within their system. A Liberty supervisor told me to report the theft to the police (I did- to Nixa PD) and to the *** (I did) and to change my bank account, since the cyber-criminals had my bank account number. I went to ******, cancelled my bank account and started a new checking account with ******. ****** also launched a fraud investigation into the ******* theft from my account. Arvest, per letter to me dated Dec. 23, 2024, stated they had concluded their investigation and had permanently restored $216.36 to my new account. **********************, however, has never gotten back to me to tell the results of their investigation, in spite of the fact that I made repeated requests that they keep me informed. And today, Liberty has turned me over to ***, their collection agency. I am furious with Liberty, and demand (1) immediate retraction of the collection account (2) cancellation of any remaining balance on my Liberty acct and (3) FULL APOLOGY IN WRITING.

      Business Response

      Date: 01/07/2025

      As a public utility, we are regulated by the ***********************************We may not provide customer-specific information in a public setting. Consumer complaints may be filed with the **********************************.

    • Initial Complaint

      Date:01/05/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      We have been trying to get the electric turned on at our new property for the past 4 months or more. We have set up to have someone come out 4 times now, most recently being 01/03/25. No one has ever actually showed up. We are getting extremely frustrated. If we had another choice for electricity we wouldnt waste our time with this company.

      Business Response

      Date: 01/06/2025

      As a public utility, we are regulated by the *****************************. We may not provide customer-specific information in a public setting. Consumer complaints may be filed with the *****************************. This address was just connected on 1/3/25.

      Customer Answer

      Date: 01/06/2025

      Complaint: 22770192

      I have reviewed the business' response and am rejecting it because:
      Our pole on the property is not connected. 


      Sincerely,

      ****** ****

    • Initial Complaint

      Date:12/02/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      They were redoing their billing system. I did not receive a bill from May - October. Each time we tried to make a payment over the system it rejected us. When we tried over the phone they would not take the payment. I ended up with a large bill of $1400! I called them today to see what my bill was and still have not received another bill. I called them and they still don&#**;t know what is going on.I don&#**;t feel like I am responsible for the past due amount. I did everything I possibly could to pay them for 5 months and I am still having trouble paying them.

      Business Response

      Date: 12/02/2024

      As a public utility, we are regulated by the ***********************************We may not provide customer-specific information in a public setting. Consumer complaints may be filed with the **********************************.

    • Initial Complaint

      Date:11/21/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      On Monday the 18th my sons power went out. I've reported the outage over 30 times since then and nobody has been out to see what's wrong. The Temps have been in the 30s at night. This is ridiculous. He has animals. He's had ro find places to stay because of this

      Business Response

      Date: 11/22/2024

      As a public utility, we are regulated by the ***********************************We may not provide customer-specific information in a public setting. Consumer complaints may be filed with the ***********************************  

    • Initial Complaint

      Date:11/21/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      This year has been horrible when it comes to their billing. Liberty will let my bill go for 2 month without billing me. I have called 7 times since the first of October and you can't get past a customer service agent. All they want to do is email someone in billing or give you a ticket number. I found out 2 days ago from one of the customer service **** that a ticket number does nothing. This is what I told the ***: * Well, emailing you people and calling you doesn't seem to help either.* I have not found anything good about this company since they took over Empire Electric. Their billing department, customer service (no matter online or on the phone) and the people they hire to sit in their offices are rude. It is pointless to email customer service because they never get back to you. All I want is my bill from last month to get paid through my checking account because it is almost time for this months bill to susposly be billed to me. The last *** I talked to on 11/19 told me just pay something online and when they get to my billing I will have a credit balance so it will get paid. I said, *NO, because at the beginning of the year Liberty billed someone else's bill onto mine. I want to see the bill I am paying. I can't trust you to bill me correctly so what makes me think you can actually take my money and pay a bill.*

      Business Response

      Date: 11/21/2024

      As a public utility, we are regulated by the ***********************************We may not provide customer-specific information in a public setting. Consumer complaints may be filed with the **********************************.

      Customer Answer

      Date: 11/21/2024

      Complaint: 22586141

      I have reviewed the business' response and am rejecting it because:

      They always have some excuse of why they cant talk to you.  I have filed a complaint with that commission for electricity.  Liberty electric is a joke.  All they have to do is just send my bill.  




      Sincerely,

      **** ******

    • Initial Complaint

      Date:11/13/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      On September 17, 2024, I received a "Corrected Credit" bill, but since then, all billing for July, August, and September has vanished from my account. I paid all three of those invoices in full and on time, yet I have not received any new bills. I have reached out to the company multiple times without any response. I am now preparing for what I anticipate will be an outrageous bill for several months of utilities. The customer service I have encountered has been unacceptablerude, unhelpful, and often completely unresponsive. This needs to be addressed immediately.

      Business Response

      Date: 11/13/2024

      As a public utility, we are regulated by the ***********************************We may not provide customer-specific information in a public setting. Consumer complaints may be filed with the **********************************.

    • Initial Complaint

      Date:11/04/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      H3330343131333837**31H had a system change around March and when this happened I was given a new account number. I am set up on an average pay program and it is auto drafted out of my account but when the system change happened they didn&#**;t take out a month of charges. I&#**;m now receiving a bill for $80 because they haven&#**;t charged my account for 3 months. I called and they said I&#**;m in the same boat as everyone else as they&#**;re having issues with the system but I cannot have my bills piling up like this.

      Business Response

      Date: 11/04/2024

      As a public utility, we are regulated by the ***********************************We may not provide customer-specific information in a public setting. Consumer complaints may be filed with the **********************************.

    • Initial Complaint

      Date:10/28/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      We set up service with Liberty in March of this year. They of course charged us a deposit and told us we were good to go. (Our landlord was previously responsible for the bill as it was multiple units on one meter.) We did not receive a bill for the initial month of service and called to find out why. We were told that they could not see the account and that a supervisor would look into it and contact us. Nothing. Called again in April, and in May. Same vague answers, still no bill. Received a call in June that they were sending over the invoices and to call if we needed to put on a payment plan. Invoices sent were for our OTHER business location, which has been on a successful payment plan since opening. Then- system upgrades/switching/changes etc. Still NO BILLS, or communication. Fast Forward- we moved locations in August and transferred service (the one they couldn't find, remember?) and then- $2500 bill shows up!!! So, we called again. That *** told us that with all the deposits and credits on the account that we only owed for the current bill- $340 dollars. Paid in full. Then behold- a $3500 bill shows up. Have called twice for that one- as our due date is rapidly approaching and we still have no answers. Both times we are told it will be forwarded to a "supervisor" and they will contact us. Still NOTHING.

      Business Response

      Date: 10/29/2024

      As a public utility, we are regulated by the ***********************************We may not provide customer-specific information in a public setting. Consumer complaints may be filed with the **********************************.

      Customer Answer

      Date: 10/29/2024

      Complaint: 22482392

      I have reviewed the business' response and am rejecting it because: This is just a generic, automated response from a huge company. We immediately received a call from Liberty yesterday after the complaint was filed. However, our issues are still unresolved at this time.



      Sincerely,

      ****** ******

    • Initial Complaint

      Date:10/25/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      The issue occurred when they made a switch to a billing system. This has been happening since March 2024. I live near a small town, however I am not within the city limits of that town. Therefore, I am not subject to any city taxes. That veing said, Liberty has been charging me a 2% tax rate for the city. Calling them and teporting the error has yielded no results.I have been told multiple times that they are aware of the issue and have forwarded the problem to someone higher than them. I was told to expect a call or email when the issue was resolved. Fast-forward to October 2024 and this issue persists. I am still being charged the 2% city tax.I would like for this issue to be resolved and for the city taxes to be removed from my bill.

      Business Response

      Date: 10/28/2024

      As a public utility, we are regulated by the ***********************************We may not provide customer-specific information in a public setting. Consumer complaints may be filed with the ***********************************

      Customer Answer

      Date: 10/29/2024

      Complaint: 22474210

      I have reviewed the business' response and am rejecting it because it does not address the issue at hand nor resolve it. I'll file a complaint with the **********************************, but I will not stop pursuing this until hou fix the problem you caused.


      Sincerely,

      ****** *****

    • Initial Complaint

      Date:10/25/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      We have been electric customers with ********************** since July. It's now the end of October and we still haven't had a bill generated. We have called and emailed over a dozen times the last couple of months. They said it was due to their new system. First several interactions, I was patient and understanding. Now a couple months later, this getting pretty ridiculous. Nobody has reached back out to us with any sort of update or timeline. We were told to just start making payments here and there so our first bill isn't a big one. Incredible. Extremely UNACCEPTABLE.

      Business Response

      Date: 10/28/2024

      As a public utility, we are regulated by the ***********************************We may not provide customer-specific information in a public setting. Consumer complaints may be filed with the ***********************************

    Liberty Utilities is NOT a BBB Accredited Business.

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