ComplaintsforLiberty Utilities
Electric Companies
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Complaint Details
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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.Initial Complaint
04/16/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Since September 2023, I and individuals within the subdivision I live in have not received our monthly gas/sewer in due fashion. I and others were informed that they acquired the company Empire and they are having billing system issues with a new system. I kept checking the website and finally got an amount due in ******* 2024 of over $300 (they combined all the months missed). Then I just received my next bill that was for ******* to March that was over $200. I believe that they should have never switched over to the new system that is having this much of a problem. I worry about those individuals within the subdivision that are retired and on a fixed income to receive bill much later (there was a report of a $700 bill). If the company can not produce monthly bills as agreed, then the consumers should be compensated due to their failure to handle the situation responsible.Business response
04/17/2024
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 response
04/17/2024
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
04/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
About 7 months ago, we got a notice from Liberty Utilities that they were redoing their billing system and that our due dates would be switched from the middle of the month to the 3rd. Since then, the billing at Liberty has been completely messed up. I personally, truly believe that I double paid in October. I have called Liberty multiple times and they have explained it to me, but it still doesn't make sense. According to my records, I paid twice in October. Liberty claims that that is because the due date switched. However, it's been months and our due dates have still not switched to the 3rd. If our due dates did indeed switch to the 3rd in October/November, that explanation would make sense. However, since our due dates never actually switched to the 3rd, they can't explain to me why I was double billed in October. That is not the only issue I've experienced. Some months, it shows that I have a credit, then the next time I log in to my account, the credit is gone. It has been a complete mess and nothing is tracking with monthly coverages and when those bills should be due. Others in my area have had even more issues. Some have received no bills for months, just to get hit with three different bills, all due in the same month. Some have said that they show a credit in their account and then ********************** has shut off their utlitiesbecause they didn't make a payment. They didn't make a payment because their account showed that they had a credit. Others have automatic payments and Liberty has withdrawn multiple amounts in a given month. It truly is like Liberty is charging and doing whatever they want and not giving us a true explanation of why that is happening or why we're paying what we're paying. I think this needs to be looked into by a higher authority because we're not getting answers from Liberty Utilities and we are still expected to pay bills whenever they decide to send them out. Thank you in advance!Business response
04/02/2024
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
03/08/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Did not recieve a bill from liberty utilities for 4 months, continued to be told i did not have a balance. When i moved and called to have the gas shut off i then received a $350 billBusiness response
03/11/2024
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
03/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Residents that live in ***************** are receiving multiple gas bills per month. Some are not receiving any and are being told they have no balance due then 3 bills will show up all at once due all on the same day.Business response
03/11/2024
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
03/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
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
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 response
03/13/2024
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,
*********************************
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Customer Complaints Summary
39 total complaints in the last 3 years.
27 complaints closed in the last 12 months.