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

• 

  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:01/16/2025

  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.

  I have thoroughly winterproofed my home. I have stopped all drafts, sealed up all windows, and my home is way more comfortable with the heat running way less than years prior. And yet, my spire natural gas bill is the exact same as last years and the year before when I didn't have everything sealed up. My biggest issue is with the billing process. Nowhere on my bill does it breakdown how much gas I used, it just lists a dollar amount. I know for a fact I have used substantially less heat than years prior, but the billing is so vague that it should be criminal. I've been overcharged for years now with no actual breakdown on my bill. Just nonsense pipeline upgrade charges. I have no other choice in natural gas company, they have a monopoly in my city. They say i used so much gas without a meter reading on my bill. This is criminal! Everybody complains since Spire took over our gas here. They have so many complaints right here and no resolutions and yet are still listed as an A+ business. I want a real meter reading and real breakdown of services with an explanation as to why. If you can't provide that basic information, I dont think you should be in business. Non-itemized billing should not exist, especially for public utilities that you have no choice of participating with.

  

  Business Response

  Date: 02/03/2025

  
  After reviewing the information in this complaint filing, I see that the account for the address listed in this complaint belongs to a different customer than the one who filed the complaint. I am not showing J__ph M__ell
  Authorized on the account in the filing.
  
  We cannot contact him at the number provided in this complaint filingto discuss account details directly. J__ph should contact our customer service team at ************ for proper steps on getting the account in his name or added on to discuss account.
  
  Generally addressing the concerns outlined in this complaint: J__ph mentioned that the bill did not provide a breakdown;on each bill, under Details of Current Charges, is a breakdown of all charges included in the total bill amount, including the usage.
  
   Every bill includes previous and present meter readings under the account summary.
  
  J---ph mentioned he winterproofed his home to stop the drafts and sealed all the windows. This is an essential step to winterizing your home; depending on the residence's perimeters and usage, it might make a difference in lowering the usage. However, usage is also determined by other factors, such as what temperature the thermostat is set at and the temperature outside.
  
  We also have not received a call from this residence's account holder since July 2024. To address any concerns, the first step is to reach out to our customer service directly at ************.
  
  

• Initial Complaint

  Date:01/03/2025

  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.

  In August we paid the balance and set up for transfer of a different location. For some reason, they did not get it all transferred. At one point they said it was not ready yet, then they give me one of many different reasons. We now got a disconnection notice (despite them saying we were no where near) and so we paid a disconnection notice we shouldn&#**;t have had to pay in the first place. It was a little over 70 dollars from the previous address which we already paid the previous balance and for whatever reason the service wasn&#**;t turned off on the old address and we then had to avoid disconnection to make sure we transfer. They haven&#**;t sorted this out for months and kept applying to the old location. Apparently there is another account number that was generated and they have to merge them, but why are we multiple months in with no service for months. My wife had to boil water for days and caused her to be sick. We still haven&#**;t even gotten a bill for the new location yet.

  

  Business Response

  Date: 01/16/2025

  Spire

  Community Services Department

  Better Business Bureau

  CASD Investigator: ******* *****

  _________________________________________________________________________________

         Customer Info:         Account ID: **********                  Complaint ID: ********

                                      K_____ ********                              Rate: GH Residential      

                                               2____R_______ R__

                                               S__L____, M__ 6_____

  __________________________________________________________________________________

  Comments:

  Mr.******** states that in August he paid the balance and set up for transfer of a different location. For some reason, Spire did not get it all transferred. At one point, Spire said it was not ready yet and he was given one many different reasons. He has now gotten a disconnection notice (despite Spire saying he was no where near being disconnected). So, he paid the disconnection notice that he should not have had to pay in the first place. It was for around $70 from the previous address which he already paid the previous balance and still the service was not turned off at the old address. Mr. ******** states he had to avoid disconnection to make the service would transfer to the new address.Spire has not sorted this out for months and kept applying to the old location.Apparently, there is another account number that was generated and they to merge them, but the customer does not understand why it has been several months with no service. His wife had to boil water for days and caused her to be sick.He still has not gotten a bill for the new location yet. Mr. ********_ would like a refund for the disconnection that he had to pay for the old location that he should not have had to and pro rate his service for about three days worth of service to be compensated back to him.

   

  Upon receiving the complaint, I attempted to call Mr. ******* that we had received his complaint that he filed with the BBB and were investigating his concerns, but his phone message stated he was not accepting calls at this time & I could not leave a voicemail message (no message left).

   

  Account Details:

   

          On 08/09/24, a Spire technician went out to turn off gas service at the old address of 2____ V___________ D__ A__ 7 S_____ L_____, M_______6_____. But the service could not be turned off due to no access to the meter.The technician used the old meter reading due to no access.

          On 08/22/24, Mrs. ********__ called in to start service at 2__ R_______ R__ S_____ L______, M__, 6_____. The representative advised her needed to pay $56.32 before her new service could begin. Mrs. ********_ states she will call back tomorrow to start the service.

          On 12/06/24, per the Spire ************ a technician was dispatched out to the address of 2__ R_______ R__ S_____ L______, M__, 6_____and the service point was disconnected due to there were no active accounts for this address. The technician noted that the disconnection was completed.

          On 12/06/24, Mrs. ********___ called in to Spire to make payment of $56.32 and scheduled a start service order for the address of 2__ R_______R__ S_____ L______, M__, 6_____. The service appointment was scheduled for 12/11/24.

          On 12/09/24, Mr. ********(husband) called to check whos the name on the account. The representative advised that pending the start service order, it will be under D_____ ********__ effective 12/11/24. The customer then asked for a sooner appointment, and he was advised there was no sooner appointment. Mr. ******** then requested to speak with a supervisor, but there was no one available. The representative advised she would put in a request for a call back from a supervisor to the customer.

          On 12/09/24, a supervisor tried to call back Mr. ********___ but got his voicemail and left a message. He noted on the account that if the customer calls back, any agent or supervisor can assist.

          On 12/11/24, Mrs. ********_ called to confirm appt and added phone number to call to the service order.

          On 12/30/25, Mr. ********__ called to confirm that the account was active. He also paid $3.26, and he was advised the next bill will be sent out on 1/9/25. Mr. ********_ added and removed payment methods.

          On 01/08/25, I attempted to call Mr. ******** regarding the complaint that he filed with the BBB (********) but his phone message stated he was not accepting calls at this time & I could not leave a voicemail message (no message left).

   

  On 01/16/25, I called Mr. ********_ to explain that when his wife called in August, she scheduled a stop service order for the previous address of 2_____ V__________ A__ 7 S_______ L_______, M__ 6_____ and a Spire technician did go out on 08/09/24 and attempted to shut the service off but there was no access to physically shut off the meter. We stop the service agreement as of 08/09/24 and there was a final balance of $70.40. Mrs. ********then called on 08/22/24 and advised she was moving to 2___ R__________ R__S________ L________, M__ 6______ but was advised that she needed to pay a minimum of $56.32 before move in. Mrs. ********__ stated she would call back the next day to make the payment and schedule the start service order. We did not get a call. I advised Mr. ********_ that we did not get a call until 12/06/24 which is when the payment of $56.32 was made. Because the service was being used without an active account, ******************** went out and disconnected the service point at 2____ R_________ R__ S_______ L________, M__ 6________ on 12/10/24. The service was restored on 12/11/24 per the customers calling to schedule the service order. The only account number that the customer has currently is **********. We sent a recent bill out on 01/09/25 for the balance of $163.75 which is due on 01/24/25 and delinquent after 01/30/25. I did remove the $25 service fee as a courtesy due to the issues that the Cowpers experienced with starting the service at the new address.

• Initial Complaint

  Date:12/27/2024

  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.

  H****36**37363432**H shut off my gas during the cold weather because they couldn&#**;t access my meter.

  

  Business Response

  Date: 01/08/2025

  I have forwarded this complaint to the service department manager for an update. The service department manager states that a letter was sent out to the customer regarding a mandatory meter change need. Due to no schedule appointments the technician went out and performed the meter change but did not have access to the inside of the home due to no one being available. The technician left the gas off and let a tag on the door advising customer to call us when get home and we will try to come back same day or next day to restore service. Gas was restored the next day.

• Initial Complaint

  Date:12/23/2024

  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.

  Spire claims I have used 10 more cubic feet of gas than the same period last year. My smart thermostat has analytics that lets me know how much it is running and my furnace has run less than half it did during this time frame last year. Hot water is the only other item in the home we use gas for. We were out of town for 1 week in late November as opposed to being home all month last year. I have serious doubts that I am using more gas this year. When I called Spire they told me it was an actual reading and that there was nothing they could do. I asked if my new Smart Meter could be recalibrated and she said they dont come out unless I smell gas in my home. Ive lived in this home for 10+ years and this was never an issue before Spire or their smart meters showed up.

  

  Business Response

  Date: 01/13/2025

  On 12/23/24, Mr. **** called to ask why Spire was charging him a winter rate and its not winter. The representative advised him that the wintertime frame is from November 1st to March 31st, and he will be charged this rate during this time frame on every bill. The customer also wanted a technician to come out to look at his meter because he thinks something may be wrong. The representative advised it was an actual meter reading, and Spire would only go out if he was smelling a gas odor. She states the customers bill only went up 10 **** since last year which was not a drastic jump. The customer became upset and threatened to call the BBB and MPSC and then disconnected the call. 
  On 12/30/24, I called and advised that we have received the complaint that he filed . I also scheduled a meter reading appointment for the customer for 01/02/25 for the morning time frame (7:00 to 12:00). 
  On 01/02/25, a Spire technician went out to the address of ************************************************ for a scheduled meter reading. He completed the meter reading. 
  On 01/07/25, I called Mr. *** and advised him that when technician came out, he found that his meter readings were in line with usage for his previous years of usage. I confirmed that the technician found that his meter reading for 12/16/24 was at x115 which was the last meter reading from his December billing and the reading for 01/02/25 was at x152 which meant the customer had used 37 CCFs of gas since 12/16/24. Mr. **** was still questioning the reading because he states that he believes he is using half of what he was using in gas since last year. I suggested to the customer that ******************** can come out for a high bill investigation and Mr. **** scheduled the appointment.

  Customer Answer

  Date: 01/17/2025

  Complaint: 22725431
  
  I have reviewed the business' response and am rejecting it because:
  I never asked why Spire was charging me a winter rate.  I asked why I was being charged more CCF, and the conversation lead into why winter rates were in effect during this billing cycle, which was NOV 16 - DEC 16 while this time frame is currently outside of the established winter season the entire planet usesexcept Spire.  I also never threatened to call the BBB or PSC.  When Spire told me there was nothing they could do unless I smelled gas I simply inquired on what my options were, asking if I should contact BBB and PSC.  These two points alone speak to the incompetence of the person at Spire who is handling my case.  Spire is publicly tradedmaximizing profilts for stock holders, and has extended the winter season beyond the winter season.  The average temperature in November 2024 was 52 degrees F and 42 degrees F for the month of December 2024.  Spire is going to great lengths to return money to their investors that they have redefined what the winter season is.  They take inquiry calls out of context to make their customers look bad.  At no point has a customer service *** from ******************** shown any concern for the fact that perhaps their new smart meter attached to my home might have got it wrong.  They sent someone to my home to do a visual meter reading, which was just look at the numbers on their meter.  When I asked if they checked to make sure my meter was on the latest firmware, and communicating correctly, the *** did not have an answer.  When I asked if the meter could be recalibrated, she did not have an answer.  She sent a tech to my home to do a high bill investigation, something that could have been done on my initial phone call, yet I was told there was nothing Spire could do, and later my words on that call were taken out of context by the person responding to my complaint.  The person who did the high bill investigation told me my 2 gas appliancesWater Heater and Furnacewere pulling less BTUs than their actual rating.  To sum up my experience, my smart thermostat says my furnace ran 50% of the time less in 2024 vs 2023, I used 11% less electricity during the time, even though my annual usage is up for the year, and I used less water during the same time period than I had in ever month in year of 2024.  According to Spire, their meter cannot be wrong.

  Sincerely,

  
  **** *******

• Initial Complaint

  Date:12/23/2024

  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.

  Hello,Ive called & emailed multiple times (some of the ticket #s I could find are *********, *********) regarding the fact that Spire has entered/listed my home address incorrectly both in the portal & on my paper bills. I have lived at *********************************************************************************** since 10/1/24 & its now 12/23/24 & still, after multiple emails, etc. Spire has been unable to correct this issue or even to advise me that the bills I am receiving are not mixed up with the address they are using to bill me for, which is my next door neighbors bills (who has multiple tenants living in their unit vs. the 1 tenant in mine). My bill comes with their apartment letter/address on it (APT B). I have informed Spire multiple times via **************** service has stopped responding despite my multiple attempts to reconnect to resolve the issue. I have seen screenshots showing how this is still not corrected despite being told by Spire customer Service that this has been corrected. I just received a bill this weekend once again with my next door neighbors address on it with my name on it. I need my APT to be corrected to APT A. I live in APT A, not B. Who can escalate this to resolve it & who can assure me that I am not receiving & paying for their bills & that they are not paying for mine?Thanks!

  

  Business Response

  Date: 01/08/2025

  The address in our system was different from the postal service was different from the address we had in our system. We have reached out to the postal office on yesterday and updated the address in our system to reflect the correct address. This update happened on January 7th, 2025, and should take effect on the next bill.

  Customer Answer

  Date: 01/08/2025

  Complaint: 22723104
  
  I have reviewed the business' response and am rejecting it because:
  
  I have reviewed the business' response regarding complaint ID ******** and do not feel I can trust this will be corrected for several reasons: I am unable to leave this open until the next billing cycle to determine if the address information was correctly updated by Spire, Im concerned we are in a loop that will continue to go in circles as it has done since October, & am also more concerned that no one has personally reached out to me from Spire to discuss this matter directly. Multiple emails I have sent to Spire have gone ignored and unanswered despite me connected multiple times. I have no copy or proof of receipt that **** was contacted nor proof of what address will be used by Spire. The complaint resolution also did not address my concern about the mixup between my neighbor & me & who was paying for which unit. 
  
  Sincerely,
  
  ****** **********

  Customer Answer

  Date: 01/17/2025

  Hello, 

  I received a new bill from spire in the mail & once again (as seen in the bottom) the apartment says incorrectly APT B). It still is not fixed despite Spire saying it would be. Therefore, I kindly ask you to reopen this case & share with Spire so they can once again look into this matter. 
  thanks! 

  

  Business Response

  Date: 01/31/2025

  We have made changes in the system to the address in attempt to get this update. This has been forwarded to our IT department and should be corrected by February's bill since the last correction was unsuccessful. The next dated bill will be February 15th 2025 and we will double check to make sure the changes were successful and contact her. 

• Initial Complaint

  Date:12/09/2024

  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'm filling this complaint on spire gas because even if this is about non payment I have disabled kids and they can not be in the cold I need more time with my gas on to get a pledge did and I sent in critical medical needs waiver form and they will not take it.

  

  Business Response

  Date: 12/19/2024

  Ms. ******* had an active account since 9/23/2014. She called in on 12.9.2024 she was informed there was a
  disconnection for $362.70 which was due by 12/9/2024. The representative went over the Cold Weather Rule with her
  which would require $218.97 down and $138.25 a month for 12 months. She filed a medical emergency form. She
  was advised that will move out the disconnection 21 days.She was also advised to call 2-1-1 or LIHEAP for further
  assistance.
  We did receive the medical emergency form. We canceled the severance and granted a 21-day extension due to
  pending disconnection. On 12.10.2024 we received a pledge in the amount of $588.85.
  Her service remains active, and she had done everything we would have advised her to do such as medical
  emergency, call for assistance and the critical medical need program. Per complaint request I emailed Ms. ***** to
  give her an update regarding this complaint.
  
  

• Initial Complaint

  Date:12/04/2024

  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.

  Spire replaced our gas meter with a digital gas meter in September. Our only gas appliance is a furnace.When it got cold at the end of November our furnace would not work.We attempted to call Spire to make sure our service was working but I guess they are not 24 hour service unless you smell gas (that's what the phone message says). We contacted an **** repair man to come service our furnace. The **** tech came out and said "you have no gas coming in, you need to call Spire." Called Spire and they said they show we have service and will send a tech. I had to take off work the entire day to be there for the **** tech, then the Spire tech. The Spire tech concluded that we had no gas. So we paid for a hookup fee for September, October, and November while they were in fact NOT supplying service.3 months of hookup fee @ *****/mo = $65.25 **** service fee to tell me I have no gas = $99 Your customer service was contacted over a week ago. Your customer service after a whole week is still "waiting on the claims ****** They don't seem to be in much of a hurry because they aren't the ones that are out that money.Spire owes me a reimbursement of $99 for the service fee which I will accept in the form of a check. Spire owes me $65.25 service credit for money already paid when I was not receiving service.Nobody even checked to see if we had gas after this meter replacement? But still charged us monthly for the hookup. Incredible. I will also add that your tech was caught on camera talking to another worker joking about how dumb I was for calling and that I did in fact have gas and he would just have to show me....well turns out he was wrong. Didn't get an apology for that either. Cameras are everywhere, be more professional.

  

  Business Response

  Date: 01/08/2025

  I have provided the customer an account credit of $70 to reimburse for the expense of the contractor to relight pilot after the meter change. The customer can leave credit on account for future bills or we can mail him out a check for the credit amount. 

  Customer Answer

  Date: 01/08/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:12/03/2024

  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.

  I opted out of spire smart meter program since I am EMF sensitive and have stage 4 cancer. The smart meter are banned in some states and in ****** because they cause health issues. Since I opted out, I have had to read my own meter and send in the post card. The deal with spire is they charge an additional *****/ month to pay to send a man to read it. In the past year spire has done one meter reading and I have had to read my own meter and pay them the *****/month for me doing their work for them. I want my *****/ month refunded from when they started charging me. i tried to talk to them about refunds. I also set up 3 meetings with then because they wanted to put in a new analogue meter and waisted 3 day waiting for them. Either they didn't have the meter or didn't show. I want all $30 charges to be refunded the *****/ month since they started charging me. I am disabled from the cancer so walking is hard to read the meter in the basement.. I know it is not relevant but their CEO makes 9 million/ year. I think spire is price gouging.

  

  Business Response

  Date: 12/19/2024

  Ms. ***** has an inside meter. She opted out of having her meter changed to a smart meter. Due to her opting out of having a smart meter installed, she incurs a $30 opt-out fee. This fee is due to the equipment used for the meter that she has; we no longer receive reads for, and a technician must go out every month to read the meter. For the last eight months, a technician has gone out to obtain a read on the meter and was unsuccessful due to the meter being inside of the home, and when the technician went out, no one was available.
  
  I have applied a $240 credit to the account for the last eight months due to the technician not having access to the meter.I called the customer several times in an attempt to set up an appointment for the next meter read since her meter is on the inside. I did not receive an answer or call back.
  
  I have notated her account, so when she calls,the representative will explain that we need to schedule an appointment for the technician to read her meter since it is on the inside of her home.
  
  

  Customer Answer

  Date: 12/19/2024

  Complaint: 22633388

  I accept the $240.00 in refunds. I wait to see it on the bill.
  

  I have reviewed the business' response and am rejecting it because: Although I appreciate the refund for the past months and I would like to accept that. I would also like to receive a refund for the future months I am required to read my own meter. I have not received any notification of missed in person readings in the past and I do not receive any notification when these readings will take place. I only have received post cards in the mail requiring me to read my own meter. Continuing to pay $ ***** per month for a service not rendered is my complaint. If the readings were completed by the company, I would be more understanding of the monthly fee. Communication has been limited, I don't know which number they are trying, when I call with concerns there is confusion on Spire's end and it is the same response with me having to explain the entire situation each time. A mailed service date would go along way to ensure I am available for future in person readings. I would hope in the future that Spire would be more compassionate toward electromagnetic sensitive people and handicap people. I have made myself available for multiple full days and the technicians do not show. We need a resolution to the communication problems.

  
  
  
  Sincerely,
  
  Gay *********

  

  Business Response

  Date: 12/20/2024

  We are not able to provide any future refunds for the opt-out meter fee. Please contact our customer service department and we can coordinate future meter read appointments as the meter is inside the home.

• Initial Complaint

  Date:11/27/2024

  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.

  My gas was disconnected. Friday I paid the bill they informed me no one was available to turn it on same day. Nothing over the weekend. Its 50 degrees inside my home and children live here. Scheduled me for an appointment Monday the technician says he came and never showed there was no ticket no knock no sign anyone ever showed up. Got off work Monday the office is closed still no heat, call Monday morning again no same day appointments theyll schedule me for Wednesday. Its Wednesday I still dont have heat I have to go to work and the business insists someone must be here and they can not under any circumstances make my appointment for a smaller window or send a tech before I have to leave. They dont have access to reach their techs they claim, they cant reach them, there is no emergency options. I paid on a Friday and 5 days later with children and freezing temps outside no one has helped. Honestly not even a drop of compassion.

  

  Business Response

  Date: 12/03/2024

  The customer meter was disconnected for nonpayment on October 22nd, 2024. The customer called on 11/22/2024 to make payment and schedule reconnection, this was a Friday. The next available date was Monday, November 25th. The technician went out on November 25th to reconnect the gas and stated no one answered the door, he left a tagged on the door and appointment was cancelled due to no access to home in order to reconnect the gas. The customer called on November 26th to reschedule the missed appointment. The gas was reconnected on November 27th. 

• Initial Complaint

  Date:11/26/2024

  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 natural gas bill has been off the chart. The only utility in our home that uses natural gas is the heat. We have been receiving a bill every month since March 2023 ranging from 60.00-150.00 just for having service.6 months of service added up to ******* and we were not using natural gas for anything. Here we are in November, and we cannot get service to keep us warm due to this.

  

  Business Response

  Date: 01/09/2025

  Gas was disconnected on October 17th, 2024, for non-payment with a balance of $2609.99. Prior to the account being disconnected, the last payment made on the account was November 30th, 2022, the balance the customer is referencing is an accumulated balance from November 30th 2022 through October 17th, 2024, when service was disconnected. The balance is from almost two years of usage with no payment. The customer is eligible for CWR payment arrangement.