ComplaintsforLiberty Utilities
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Complaint Details
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Initial Complaint
04/26/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Liberty shut-off my gas and did not follow the required notice protocol. They also would not let me workout a reasonable payment plan before they shut-off the gas. Lastly, Liberty would not work with me on a reasonable plan to turn my gas back on. They wanted me to come-up with almost $600.00 in deposits to turn on it back on. Please help.Initial Complaint
04/12/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
They combined the water my bill and it has went up 200-300 dollars. I have been in business for 20 years as a salon owner. There has been no explanation to why my bill has increased so suddenly. I am unable to find workers to pay my bill. When Liberty took over everyone I know has been having problems with an excessively high bill. I have received many other concerns from other customers experiencing the same type of problem I am having. I have been a loyal customer and have been unable to pay my bill because of the extreme increase in charges. These charges have been made without any explanation.Business response
04/17/2023
We are a regulated utility. The correct recourse for customer complaints is to file with the ******** ****** ******* **********.Initial Complaint
03/22/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
They had no right doing any of this but This all started in August of 2022 when liberty terminated my gas service but left the gas on gave me an new account number and terminated my old one with out me saying so. I called and called every month after August so I wouldn't have a back bill and all but I feel like I'm getting screwed. They said it was due to my bankruptcy and so I called my bankruptcy lawyer she said that none of my utilities are on there and there is proof so they shouldn't be doing me this way it's wrong but I am and I'm worrying about how to pay it . I don't work. I live with my 2 disabled sons that get disability checks on the 1st of the month I'm try to do the best I can to pay the bills right for us and these people are trying to get one over on me. I need HELP!!!!!Initial Complaint
02/10/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I had solar panels installed after 45 days they where still not inspected and turned on it took calling liberty 3 times a week to get someone out there, then they owe me a check 25 cebts per killowatt of my system for a total of ($1600) they have 30 days to get the check to me starting jan 4, 2022 they have not mailed my check cant not/will not give me any information on where or how i can get it. Im not sure how we can get this figured out so i can get the money im owed.Business response
02/10/2023
We are a regulated utility. The correct recourse for customer complaints is to file with the ******** **************************Customer response
02/10/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************************Initial Complaint
11/13/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Liberty Utilities is my mandated utility provider so I am forced to use their service for Electricity. They provide an online portal with a usage function that should show your usage each month. I have had their service since June 10th 2022 (6 months) and this feature has been "unavailable" to me. I have called on 4 different occasions spanning the past 6 months and each time they have told me they are working on the issue. This is not an issue for every customer and they have had ample time to make this feature available or work for me but they choose to not fix it so that I can not track the usage they are showing on my bill. They clearly have not made any effort to fix this problem and it is apparent they have not plan to fix it going forward and without an option to use a different provider I am stuck with their services and blind to if my billing is accurate.Business response
11/16/2022
We are a regulated utility. The correct recourse for customer complaints is to file with the Missouri Public Service Commission.Initial Complaint
09/15/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Adding stuff to my account that is not supposed to be there. Trying to collect money that I do not owe. Pretty sure the lady was trying to scam me. They are bullying people in order to get their way. Something needs to be done about the gas company. They need to have a retraining day because they do not know how to speak or handle customers. The supervisor was just as horrible.Initial Complaint
03/20/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
My complaint is with liberty utilities in joplin mo. In may of 2020 i movec out of my apartment on Pennsylvania Avenue and called liberty to disconnect service from my name, no issues so i thought. IN JUNE of 2021 i called to start up service again and was informed that i have a $1400 bill that i never disconnected service. I asked if someone else was living there and was informed yes since September 2020 . They said electric was in the new tenants name and they were paying the bill but because I never disconnected in my name I still had to pay as well and i had disconnected. Ive been fighting this for two years and don't know what to do.Business response
03/22/2022
We are a regulated utility. The customer should contact their Corporation Commission if they feel that we are not following our regulations properly.Initial Complaint
02/09/2022
- Complaint Type:
- Billing Issues
- Status:
- Unresolved
moved out of 1 bedroom apartment in ********** on 12/8/21 i was on liheap ocac program and was being charged additional amounts each month ***** to be liberty or an empire customer what a racket with this company surprise charges came at final billing or end of service to there tone of ****** negative. this company also stole benefit money from ******** department of social services on 10/13/21 oacac ******************************************* paid to my account # ****************** credit to my account spoke with ****** on telephone 2 times on 1/13/22 she followed her script of stating i owe a huge SURPRISE bill at end of my app < average payment plan> total crooks liberty and also stealing from ocac (liheap) im poor person 1 person living at 1 bedroom apartment i been taken advantage of by this company for simply being there customer and to pay every month a fee ********************** is crooks!!! unacceptable needs class action and review of all customers charges current and former. <> ****Business response
02/09/2022
We are a regulated utility. The correct recourse for customer complaints is to file with the *********************** Commission.Customer response
02/09/2022
Complaint: 16462039
I am rejecting this response because: liberty reported me to collections agency Wakefield & AssociatesAlso Theres a credit now of 715.00 on account there was 2 payments from OCAC low income help energy program *******************************************;
OACAC Central Office
**********************************
***********, ********
Phone:
************** ..... Jill
Online Support:
***********my liberty/Empire account # ***********
2/9/2022 liberty empire website shows a credit $ 903.19
***************************************************************************************
Sincerely,
***************************Initial Complaint
11/10/2021
- Complaint Type:
- Billing Issues
- Status:
- Unresolved
In June 2021, I arrived at my home to find a contractor of Liberty Utilities ("LU") in a truck stuck in the mud in a pasture that houses livestock. The contractor had also, horrifyingly, left the gate open such that livestock could escape. No notice was provided as to LU's alleged need to inspect the lines. Had notice been provided harm to my property and potential catastrophe to my livestock could have been avoided. Liberty Customer Service was contacted. I was assured that no one employed or hired by LU would come to my property without reasonable notification barring emergency necessity. LU did not do as promised. On two occasions, I have found contractors or employees of LU on my land without prior notice and without my permission. The most recent occurrence was this afternoon, November 10, 2021. There was not then nor does there exist now an emergency situation necessitating entry on my property without notice. LU customer service was unable or unwilling to speak to me about the specifics of my complaint. Further, the supervisor for the contractors/ "line teams" was unable or unwilling to speak to me. This is unacceptable and the trespass onto my property is unwarranted. Oh-- I have read the prior BBB responses made by LU. I have indeed also filed a claim with the ** ****** ******* **********. However, given that this is a matter unrelated to billing, the BBB is an appropriate source of accountability. Thus, a response informing me to avail myself of the ** ****** ******* ********** is unacceptable.Business response
11/12/2021
We are a regulated utility. The correct recourse for customer complaints is to file with the ******** ****** ******* **********, which this customer stated that they have already filed.Customer response
11/12/2021
Complaint: ********
I am rejecting this response because:Business clearly did not read the information in the complaint. I specifically stated the reasons BBB is the correct recourse AND that a complaint has been made to the ** ****** ******* **********. Frankly, given that information, their lack of a substantive response is unprofessional and disrespectful.
Sincerely,
***** ******Initial Complaint
09/08/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Liberty Utilities in Republic, MO is overcharging us on our electricity. There are 20 complaints through BBb about this. Get this fixed NOW! Please help us! There are many many people being overcharged and being threatened to get service turned off.Business response
09/08/2021
We are a regulated utility. The correct recourse for customer complaints is to file with the Missouri Public Service Commission.
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Customer Complaints Summary
43 total complaints in the last 3 years.
29 complaints closed in the last 12 months.