Complaints

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

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  Liberty Utilities

  602 S Joplin Ave Joplin, MO 64801-2337

• 

  Liberty Utilities

  201 W Brick St Ozark, MO 65721-9132

• 

  Liberty Utilities

  1750 S 15th Ave Ozark, MO 65721-8950

• 

  Liberty Utilities

  Kansas City, MO 64121-9599

• 

  Liberty Utilities

  PO Box 127 Joplin, MO 64802-0127

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:03/04/2024

  Type:Billing 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.

  For the last 6 months the company has failed to credit my account for the payments that have been made. Every month for the last 6 months they have sent me bills stating that I owe more than I actually do. I spike with a representative on December 19th and was told that I have a credit on my account and I also received a letter stating the same. That credit has not yet been credited to my account. The company failed to send me my bill in February and is now stating that I owe over 271.64...I have called them several times in the last several months to get this issue taken care of and I have gotten nowhere.

  Business Response

  Date: 03/05/2024

  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: 03/13/2024

  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

  Date:02/09/2024

  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.

  As you can see from the attached files, this also happened last year. I go all year below or near $50-60. Then right at the end of the year it jumps astronomically. Last year I filed a report with the ************************** and also explained how we don't have a choice. The majority of local services companies are chosen for us by the city/county so they essentially have monopolies -- no competitors so they can do whatever they want and there's nothing we can do about it; consumers have NO options. This year even my bank bill-pay flagged the Liberty account because of the giant leap from one month to the next. When my bank emailed me about it, I sent Liberty an email requesting someone come reread the meter. No response/acknowledgement. Almost two weeks later when I got the paper bill, I called with the same request. The rude representative basically said "it's winter, bills go up" and would not send anyone out. I paid the bill of course; I don't have a choice as it IS winter and I need heat. I waited to file this until I got the most recent bill which, again, is back down to around $60. You look at the temperature readings I attached from NOAA's website and it's plain to see the temperatures experienced does NOT warrant that radical increase; in fact, they're not that much different from this most recent month's bill where it dropped back down extremely. I requested the *** investigate the entire company last year and got nothing except a phone call from the utility - a waste of time and breath. At this point I honestly think not only the company's billing practices should be investigated but also the relationship of the city/county with the utility should be investigated as well. How is it ok for citizens to not have a choice for their utilities? And for reference, I've lived in the same house over 10 years (and also grew up here) and the gas bill NEVER even came close to these crazy amounts the last 2 years.

  Business Response

  Date: 03/05/2024

  Good morning,
  Looking at this customers account, the usage has been very consistent over the last 2 years. The customers bills do go up in the winter, which is expected due to use of the heat. Also we have had some rate changes throughout the years which is quite normal for fluctuation.

  Customer Answer

  Date: 03/09/2024

  Complaint: 21271531
  
  I am rejecting this response because: This is the company's standard response. It was their same response when this issue occurred the previous year also. Of course heating bills go up in the winter time; that's only common sense. Price fluctuation had nothing to do with my complaint. I would like the ***** explained to me. They measure in units of CCF. July - Dec 2023 I was billed for 11, 8, 11, 19, 45 ccf respectfully. Notice the increase starting in November where it almost doubled the usage from the month before (11 to 19). Then from 19 to 45 ccf used in December. Then for ******* it jumps to 155 ccf? How is that even possible in  a house less than 1300 square feet, short of opening all my windows and doors and leaving the heat running? Then it falls all the way back down to 45 ccf again the following month? And this happened the year before as well. It just cannot be accurate if even possible. 

  If I were the only one this happens to, I'd think maybe I had a leak somewhere. Or you'd think the gas company might have that concern instead of using their standard "bills go up in winter". But I am NOT the only one. I sent a list of over 50 names last year, all from my area  that had the same issue of their usage making a gigantic jump one month then right back down to the previous usage. 

  If this isn't suspect enough, also bear in mind that residents have no alternatives except to accept what they say. Liberty is the only option available to residents of ********, **. Don't know how THAT is even possible as I thought monopolies were against the law. As it stands, Liberty has no incentive to even CHECK to see if any given meter isn't read correctly. They have no incentive to try to remain competitive - There Is NO Competition.
  
  
  
  Sincerely,
  
  ***** Love

• Initial Complaint

  Date:01/14/2024

  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.

  They keep billing me for gas *******s that I'm not using. My furnace has not worked in over a year and I have a electric water heater. My bill is over 600.00(w late fees etc). Not only is this harassment but if I try to get gas *******s in the future, if I move, I will have to pay this so called bill on top of the fees that you have to pay to connect *******s. I have written two letters now and informed them that I have not been using gas for some time now. So how can they send me a bill for something I don't use???? I want them to stop sending me bills and shut off notices for a ******* that is not being used! Also to put my account as paid in full and close it. I stopped paying them when I realized nothing we use is hooked up to the gas meter. Thank you

  Business Response

  Date: 01/15/2024

  As a ****** utility, we are regulated by the ******** ****** ******* **********. We may not provide customer-specific information in a ****** setting. Consumer complaints may be filed with the ******** ****** ******* **********. If the customer would like to disconnect gas *******, she does need to request that by calling ************. We need to confirm that we are speaking with the customer of record before issuing a ******* order. 

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair 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.

  My electric is out, which is causing my gas to go out, which means I have no heat in my house. When I called the number for customer care to report an outage, there's no one to pick up for an emergency. It is currently 29° outside, I can easily go somewhere else for heat, but I have a rabbit that is not easy to move. I need my electricity back, that's why I pay the bills for. I need someone to come out and fix whatever got broke. It is too cold for me to be able to just leave it until Tuesday.

  Business Response

  Date: 01/02/2024

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

  Customer Answer

  Date: 01/04/2024

  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

  Date:12/21/2023

  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.

  Have attempted to pay bill online and via companies automated payment system. Neither of which has proven successful. Received a shutoff notice because Liberty Utilities payment service has not worked. Finally got through to speak with a representative to pay the outstanding bill. After going through automated prompts, hold time, and speaking with the representative for a total of 4 minutes, the representative hung up the call without fixing the issue

  Business Response

  Date: 12/22/2023

  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:11/18/2023

  Type:Sales and Advertising 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.

  Liberty utilities wants me to pay an outrages deposit due to a bill that the past tenant/landlord owes. They are basically taking it out on me for money that he owes them. I have never had a bill in the past nor so I now with this company and they are trying to make me pay them *****. They said it's an estimate of that they highest bills are. THIS KS NOT FAIR NOR SHOULD I BE BEING DISCRIMINATED AGAINST CAUSE SOMEONE ELSE REFUSED TO PAY THEIR BILL.

  Business Response

  Date: 11/21/2023

  ************** originally filed a complaint with our ************************* on this matter. He was a tenant residing at the location for a number of years, and service was disconnected for non-payment in another persons name. When he applied for service he was required to submit proof of prior residency, a lease, and any supporting documentation that these charges accrued were not his. He stated he had been living there for a number of years, and the service was supposed to be paid by the landlord. It was detrmined that a deposit would be required to establish service. Deposits are based entirely on consumption history at that location. He was offered some assistance, such as contacting agencies that could help pay the deposit and setting up an installment plan for his deposit. The case was closed with our public service commission upon ************** stating that he is no longer residing at the address he was applying for service. He stated he has vacated, and if anyone attempts to put the service in his name it is a scam. He advised that if he needed service in the future, he will contact us, but it would not be for service at the address he was applying for. We encourage ************** to contact us if he is still looking to secure service. Our customer service number is **************, and we are open Monday through Friday from 8am - 4:30pm, excluding holidays defined on our website. Thank you. 

• Initial Complaint

  Date:11/14/2023

  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.

  I called Liberty Utilities on May 4 (Phone records) on their Emergency phone number ************** to tell them that there was a water leak at the water meter but I didn't know which side of the meter it was. No one came out to look at it that I am aware of. I called them again, this time on their regular number ************* on May 20, (Phone records) to see if anyone had come by when I wasn't home and no one had and I told them about the leak again and they said they would get someone out to look at it.I spent most of the next 2 months away from home and never heard back from them. Around July ***** I called again from my company cell phone to see if anyone had ever come by. My company cell is an Iphone so it doesn't go back that far to tell me what number I called. That afternoon someone did actually come and looked at it and told me that the leak was on the customer side of the water meter. My son and I fixed the leak on July 26 and I have the pictures that I took to send to my Landlord to prove the date. It was fixed and no longer leaking as of that date.I received my bill and saw that it had gone up by more than $800. After I got home from a trip I opened my mail and saw this so I called Liberty utilities to see if they could give me a break on the cost since they didn't send anyone out to look at it in May and it leaked until July 26. I called the (844) number on October 5 and talked to **** and he said that the earliest record they had of any thing is on August 4(?) they sent a technician out to look for a leak and didn't see one and they didn't have any records of any of my calls until that day. I gave him several different phone numbers to check to see about the July call and I gave him the info about the calls in May. He said he would call me back on Nov 7 to let me know what they found out. I called again today and talked to ******* and told her the exact same stuff I to **** because she said he didn't write anything down about our conversation. I hav

  Business Response

  Date: 11/28/2023

  Good morning, after an extensive review of ********************** account, it has been determined that an emergency notification was sent to Liberty on May 22, 2023.  This notification does indicate that there was a leak, and the location has not been location. I did research all calls from ******************, and there are no discrepancies on the dates in question where he indicated he had called in.  This was a very unfortunate situation.  As a company we were transitioning into a new system which caused portions of his request to be missed.   We are very sorry for the inconvenience that has caused. 

  As After my review of this account, we have made the following adjustments:

  Billing will adjust the following billing statements from May 22nd, thru June 22nd thru July 26th to ensure accuracy of billing.  After the adjustment have been completed, I will request a refund of money that was generated due to the leak.  This could take 48 hours before all adjustment show up.    Once the amount has been confirmed, I will contact ****************** to let him know the amount of the refund and also answer any questions he may have.

  If you need additional information, please do not hesitate to contact me. 

  Best regards,

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

  Liberty Utilities, Supervisor II, 

  C:************ E: ******************************************************

   

   

• Initial Complaint

  Date:11/07/2023

  Type:Billing 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.

  On 10/11/2023 which my gas bill was due from the prior month (Sept) and this billing cycle was 09/25/2023 - 10/16/2023 I paid that. So, they sent me a bill that was due on 11/03/2023 and its billing cycle was 09/01/2023 to 09/28/2023. Now the third bill I received today, its billing cycle is from 09/29/2023-10/20/2023 in the amount of $67.08 and they want that paid on 11/22/2023. I have already paid the Sept bill and the October. They continue to send me bills for Sept and I have already paid that. They are trying to bill me for dates that the billing cycle has not even completed yet. I would like a billing cycle to reflect the correct months and the correct billing amount.

  Business Response

  Date: 01/30/2024

  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 Answer

  Date: 02/07/2024

  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

  Date:10/30/2023

  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 got a gas bill from liberty utilities on 9/22/23. Bill date was 10/16/23 for $34.84. I paid it. I get another gas bill 10/13/23 for $69.65. I call them they said they switched to a new system they go back 2 months and they was trying to get caught up on our bills? Whatever that even means? So all I was left to owe was around $34.84. So that was fine. So then I asked, so I shouldn't receive another bill until December then, correct, since I just paid the past 2 months. She said yes correct. So I call this morning 10/29/23 and I have a bill for 73$ and some change. I paid the remainder of the past 2 months. But now they are saing I owe them another $35.26. They are doing this to everyone not just me. I've talked to friends and family they are doing it to everyone. I want to know why I'm paying over a 100 dollar gas bill for summer months when all I run is a hot water heater in a tiny house. And only me living here. I was lied to on the phone you can listen to the recording even. There needs to be something done about this. Thank you!! My old acct # was *******-******** they switched to a new system new acct # is ************

  Business Response

  Date: 11/01/2023

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

• Initial Complaint

  Date:10/02/2023

  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.

  I received a letter 3 days ago it says they have not read my water meter for 4 months and will give me options on how to pay what I owe them.  I called this morning and I was told that they could not tell me why they had not read my water meter for months.That is unsatisfactory.  They pay people to read our meters and we have a right to know why they are not being read. They should not be allowed to tell us that its privileged information to know the reason.  I asked for Corporate and she said they are not authorized to give out their phone number. I asked her for a supervisor and she told me that the customer service representatives is to deal with customers not supervisors.  This is also unsatisfactory. Also, when they have a boil order in effect they do not call or email us or contact us in anyway to inform us instead they put little white signs on the side of the road and expect us to read them when we go out.   This is a health hazard. Vegetation grows over the signs in the summer too so many times they are not even visible to read.

  Business Response

  Date: 10/02/2023

  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: 10/05/2023

  Complaint: 20684173
  
  I am rejecting this response because:
  Liberty Utilities, in ALL cases where I have tried to contact management, refuses to provide me with a management contact number. I will contact the ********************************** concerning this matter seeing that Liberty considers my correspondence with your organization public.

  
  
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 10/06/2023

  All the issues I had with the business has been resolved.