Complaints

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

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  Spire

  700 Market St Saint Louis, MO 63101-1829

  
• 

  Spire

  7500 E 35th St Kansas City, MO 64129

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:05/13/2025

  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 have sent payment to pay not only my monthly gas bill (acct # **********) but also to pay of the loan #********** in the amount of $203.40. Instead of paying off the loan they keep adding the payoff amount to my gas bill and I now have a credit balance on my account of $366.37. I have contacted them 3 times regarding this and they keep promising to transfer the funds and pay off the loan but they never do. This has been ongoing for 3 months now. I just want them to adjust my billing to pay off the loan. Any remaining credit can be carried to pay off my monthly bill.

  Customer Answer

  Date: 05/14/2025

  Your request to Spire did the trick they made the adjustment I was seeking and I consider the matter closed.  Thank you so much. 

• Initial Complaint

  Date:05/12/2025

  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.

  These people called me and harass me and my brother's family. They need to stop. I am also leaving the country.

  

  Business Response

  Date: 05/13/2025

  The complaintee below is based in **********, we do not provide service in this area. We do not have the information below in our system, and no phone calls from us have gone out to this customer.
  
  I believe this was sent to the wrong company, as we only service Missouri, *******, and ***********.

• Initial Complaint

  Date:05/05/2025

  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.

  FIRST! I AM BEING BULLIED INTO TAKING OFF WORK TO HAVE MY METORS CHANGED!!! I AM NOT ABLE TO TAKE OFF WORK TO SIT AT HOME AND WAIT FOR A METOR CHANGE. I WAS TOLD I NEEDED TO BE HOME BETWEEN THE HOURS OF 7:30AM 8:00PM!!!!!!! I'VE MADE IT CLEAR MORE THAN ONCE THAT I'M IN JEPORDY OF LOSING MY JOB IF I TAKE OFF ALL DAY. I HAVE NO SICK TIME LEFT!!!! THIS IS UNCONCIONABLE!!! TO EXPECT SOMEONE TO TAKE OFF WORK, AND JUST WAIT IS A WASTE OF MY TIME!! IT IS UNFAIR TO ME AS A CUSTOMER AND IT IS UNFAIR TO MY **** WHICH IS MY FIRST PRIORITY. WITHOUT THE **** BILLS DO NOT GET PAID!! SPIRE IS JEPORDIZING MY EMPLOYMENT BY DEMANDING THAT I BE HOME, OR MY GAS SERVICE WILL BE DISCONTINUED!!! HOW IS THIS LEGAL?!! IM GOING TO SEND THIS INFORMATION OVER TO MY LAWYER AND HAVE HIM RESPOND. THIS CANNOT BE FAIR TO THE CONSUMER!!! IN OTHER WORDS, SPIRE IS FORCING ME TO SIT HOME AND WAIT (NO SPECIFIC TIME), OR THEY WILL CUT MY GAS SERVICES! THIS SOUNDS LIKE A CLASS ACTION LAWSUIT WAITING TO HAPPEN. AND I FOR ONE, AM FED UP OF BEING BULLIED BY SPIRE! IVE TRIED CALLING MORE THAN ONCE. IV EVEN TRIED HAVING A SUPERVISOR CALL ME BACK, WHICH NEVER HAPPENED. AND WHEN I TRIED CALLING IN AGAIN FOR CLARITY AND TO SPEAKWITH A SUPERVISOR, I WAS MET WITH ********* IN CUSTOMER SERVICE, WHO WAS RUDE AS HELL! SHE REFUSED TO LISTEN TO MY CONCERN AND TRANSFERRED MY TWICE, WHILE I WAS IN THE MIDDLE OF SPEAKING!!! HOW RUDE!!! IM ALSO FILING THIS COMPLAINT WITH THE BBB AND THE STATE OF MISSOURI. THIS BULLYING HAS GOT TO STOP! AND THE HORRIBLE CUSTOMER SERVICE IS NEXT!!! DATE OF INCIDENT: 5/5/2025

  

  Business Response

  Date: 05/13/2025

  The meter was exchanged on May 13, 2025, at 8:30 a.m.
  
  We mailed out customer postcards to advise that a meter change was needed to be performed on April 10th,2025.
  
  Ms. ******** called on April 24th to schedule the meter. The change was scheduled for May 13th,2025. During this call, she requested a supervisor, but the supervisor was unavailable. The representative advised that a supervisor would call her back.Later that day, a supervisor called her back on the phone number we have on file.
  
  On May 5th, 2025, Ms. ******** spoke with the representative above.
  
  I pulled the call and listened to the interactions with the representative. Ms. ******** expressed concerns about the timeframe of the appointment being inconvenient due to her work schedule.The representative did not offer any other options but escalated the call to a supervisor.
  
  I sent the call to the customer service manager for training opportunities, but there should have been more options to accommodate the customer after she expressed her concerns.

• Initial Complaint

  Date:04/20/2025

  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.

  GR-********* Spire is trying to raise rates by 15% on average for all customers in **********************. They want to increase revenues by $290 million, taking affect no later than October 24th 2025, and are already charging us an extra $54 million of the "proposed" increase under the Infrastructure System Replacement Surcharge (ISRS) line item on customers bills . How is that legal when nothing has been approved by the Missouri **************************** They want the money for "recovery of infrastructure investments, inflation, increased costs of service, and weather and conservationimpacts." What happened to the 1.3 Trillion dollar infrastructure "Inflation reduction act"!?! How can you allow this Monopoly to raise rates before they've been approved? How can you allow this Monopoly to raise rates higher than most can afford? How can you allow this Monopoly to exist in the first place? Monopolization (the practice of acquiring or maintaining monopoly power) is indeed illegal under antitrust law in ******************THEY ARE KILLING US!!

  

  Business Response

  Date: 04/21/2025

  Please see attached
  
  
  
  

  Customer Answer

  Date: 04/23/2025

  Complaint: 23227824
  
  I have reviewed the business' response and am rejecting it because:
  

  There is no response from Spire. Why are you asking me to respond to nothing? 
  
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 04/25/2025

  SPIRE has decided to no longer allow setting up payment methods through bank accounts with ******************************. They had no problem taking my money for 18 months through ****. I decided to change which account the money was automatically withdrawn from. The routing number is exactly the same as the previous 18 months. They told me I had to delete my old payment method first and of course that was a lie. After deleting the payment method, I was not allowed to add my old or new account back. I contacted them and they claimed **** was a small financial institute. That is inherently and unequivocally FALSE. They are liars and have now caused anybody with a **** account to no longer be able to set up auto-pay. They claimed issues with their system as well. Nobody actually knows what the issue is. How can they claim to not accept **** when they had no issues for 18 months and only had an issue after they made me delete the account they were pulling from without issue for 18 months. This is shady and unethical behavior. This needs to be resolved immediately as it's been over 2 months now that I've been told to try again later and lied to about **** being a small financial institute. **** ranks among the nation's *********************************************** Missouri. They have $5 billion in assets. They are not a small financial institute. The Duty to Serve regulation defines small financial institution as a financial institution with less than $304 million in assets. They are also double charging Visas so, how am I supposed to pay my bill when they cannot be trusted to be responsible with finances?

  Customer Answer

  Date: 05/02/2025

  Spire never provided a response to me. How is this closed? All I was told by them was the following:
  
  "The last 4 of checking account numbers are different . If you have any further questions, please reply to this email or call the number listed below." 

  Their response is not relevant to the complaint filed. Do your jobs and don't dismiss me. 

• Initial Complaint

  Date:04/18/2025

  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.

  Our gas was turned off on Thursday, April 17, 2025, due to lack of payment. I am enrolled in paperless billing. I received a bill on April 18, which showed a much higher amount than normal. The bill was paid immediately upon receipt of the email on April 18. Later, my husband went to shower and we had no warm water. I assumed we had an outage. I was informed that it was shut off for lack of payment. I was informed that my March bill actually had the past due amount. My March 2025 bill was $582. I did not think anything because our February bill was about $550. All of the emails are identical. There was no email between the March and April bills. I did not realize that the March bill included a past due amount. I discussed all of this with *********. When she tried to tell me Id owe $215 and my gas would not be turned back on until April 21, I said I wanted to escalate. She told me she was the only person to talk with. After back and forth, she suddenly had a supervisor. She went to contact him, and I decided to look up Missouris laws on proper notice. She tried to state that Spire called me, but I have no voicemail from Spire informing me of an impending shutoff. Additionally, I work from home, and did not receive any in-person notice on the day of shutoff, April 17. I was transferred to *****. ***** reiterated the same things. ***** regurgitated the same speech about notice. The emails are insufficient notice. We never received a call informing us that our gas would be shut off and no one rang my door. We had no hanger on our door. Shutting off my gas without proper notice is illegal. Keeping notes in their system of things that didnt happen is blatantly fraudulent. ***** claimed he was unable to do anything. I asked to escalate. He said this was the end of the process. After denying anyone above him, he agreed he had a supervisor. I asked for Bradys supervisors name and he refused. I asked for Bradys last name and he refused.

  

  Business Response

  Date: 04/23/2025

  Please see attached. 

• Initial Complaint

  Date:04/16/2025

  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 am being charged for a past due account for April. I did not receive a bill in March. They are charging me $254.17. I never received a bill in March that would have been $162.17. They say that if I don&#**;t pay the full amount, they will cut off my services.

  

  Business Response

  Date: 05/13/2025

  On March 12th a bill was issued to the customer in the amount of $162.17 due by March 27th 2025. On April 10th a bill was issued to the customer in the amount of $254.17 which included a past due balance and a disconnection notice. On April 17th 2025, a payment was made of $254.17 the entire balance owed. Customer is no longer in threat of disconnection and has satisfied payment due.I waived late fee as a courtesy.

• Initial Complaint

  Date:04/14/2025

  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 sent a payment in on March ******************************* to SPIRE. This has happened before with them. I asked to speak to a supervisor because I was charged a late fee. I paid the bill on time. I don&#**;t make late payments. They have a problem because I was charged a late fee. It still hasn&#**;t cleared. I would like for them to process my payment and to figure out why my payment hasn&#**;t been received by them.

  

  Business Response

  Date: 05/13/2025

  On April 29th,2025, we received payment for $140 via check. We have removed the late fee of $1.05.
  
  Spire has noticed some delays in mailed payments and is conducting an investigation to resolve this matter. 

• Initial Complaint

  Date:04/08/2025

  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.

  Spire contacted me in Jan 2025 stating that my gas would be turned off at my rental property at ************************************************************************* I had previously established a landlord account which to my understanding meant that I would receive bills for the gas until a tenant switched the gas into their own name. Once they switch the gas then they receive the bills and when they move out, the billing reverts back to me. The Spire *** told me there was no account set up for the property even though I previously had a personal account. We reestablished the landlord account and I settled the balance. In April 2025 I received a call about a $1,469 bill for my rental property. The details showed charges from Jan 2024 through Oct 2024 when a tenant was in the house. I never received a bill, email, or phone call from Spire during that period about the charges. When I contacted Spire they said it is likely the tenants never set up their own account and that they were unsure why I was not contacted or sent a bill. Further the *** told me a landlord account was still not established and after researching told me it is not possible to establish a landlord account for only 1 property. It appears that lack of knowledge, malfunctioning systems, and poor record keeping resulted in their failing to notify me of multiple issues with my account AND charges for service when I had reason to believe that someone else was being charged for service. I should not be responsible for these charges due to their negligence and faulty systems.

  

  Business Response

  Date: 04/16/2025

  Please see attached.

• Initial Complaint

  Date:04/02/2025

  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 set up an Auto pay on 2/21/24 4/1/25 I get shut off for non payment with a bill if $569 to reconnect they need another $150 deposit plus $65 for a reconnect fee. I called and explained the situation and asked if they could at the very least take off the reconnect fee, their response was that they can spread the $65 dollars across 4 months..... this company price gouges and has no morals !!! here is a break down of my last months bill:Usage: 131 Ccf totaling $81.40 delivery charge: $80.40!!!!! THIS COMPANY IS A MONOPOLY AND THE MISSOURI AG WILL BE HEARING ABOUT THIS

  

  Business Response

  Date: 05/13/2025

  After reviewing the account, I have waived the $65 fee as a courtesy.

• Initial Complaint

  Date:04/02/2025

  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.

  Spire dug a substantially deep pit to replace a gas meter on 12/07/2024 on my property on ******************************************* As of today 4 months later an open pit still exists. This is creating a very dangerous situation to the general public since it is right next to the street and a lot of pedestrians walk this area all the time. Cones are in place during the day but they are not visible at night. I cant imagine any company leaving a liability of this nature and posing a risk to the general public . Ive contacted them with no response in return. I previously submitted complaint thinking it was American Water but they confirmed it is Spire *********** who is responsible party. Thank you for assistance in getting this unsafe situation corrected.

  

  Business Response

  Date: 05/13/2025

  After reviewing this account, the customer called in concerned about a hole that had been dug in his yard 12/7/2024 that was still open. Spires Construction & ********************** was contacted and a supervisor spoke with the customer, had the hole backfilled and had sod put down. The repairs have now been completed.