Complaints

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

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  City Utilities of Springfield

  301 E Central St Springfield, MO 65802-3834

• 

  City Utilities of Springfield

  PO Box 551 Springfield, MO 65801-0551

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:11/21/2024

  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.

  Ive been paying my bills but they are charging me over and over. I went in to city unity but everything seems to be massively different. I tried to show them my bill and showing a recurring charge. This all started back in June and I did call them to let them know about it. In June was ******, July ******, august was 300, all of the amounts each month are wildly different. I went one day and they were not very kind trying to help as I have been trying to explain the situation, they did not give me any information as to why it is there and what its for. August first I paid about 236 some ought, but I still never got an answer as to what was it for. At one point my electric was cut off one night, I fell and I called the police with what I could use so they could help get me up and figure things out. After I made a payment to them, the lights came on 3 days later. I made an agreement with them for November to only pay for 143 but now are charging me much more than agreed on. The police came with me on one visit and was told the balance would be 0. Now I got a notice in the mail of intention to disconnect. Saying I owe over 900 dollars and will disconnect on November 13th. So I called them and asked about it, saying there is no excuse since they have been so abusive toward me for months now.

   

  There were 3 clerks who were rude who did not want to provide an interpreter, and trying to clarify what I needed but they were rudely denying me. 

  Customer Answer

  Date: 11/25/2024

  I need to report against CU - **** Utilities - inside no respect - lack of communication - not nice clerks and personnel office (I called different clerks partly through ******** relay service with all ASL interpreters video phone (under FCC)) when in person, clerks who did not believe me - they said ******** videophone made mistakes (they accused them) and **** Utilities personal clerks are bad team, need one good team and also inside on desk clerks too.  Why won't they give me ASL Interpreter with **** Utilities in person - why did they threat - abuse me more additionally again charge fees to me to ruin my financial budget - I already called - informed **** Utilities for **** Utility billed my account ********  just in the happen - since last June/July 2024 after calling and informing, I told **** Utilities personal "emergency" after my bank manager who helped - protected me that someone stole my checking account - and someone sent me the checks which were fraud - scammed.  Bank manager did help fix - delete my checking account to change - different savings account number for preventing. 

  I did pay $300 in **** Utilities in person on **** Utilities machine with **** Utilities clerk who had paid me on Aug. 1, 2024 - argued with 3 **** Utility clerks (who weren't nice - no respect).  Later **** Utilities turned off my home electric all Sept. 24, 2024.  **** *** ******** with her daughter ***** Julshaw paid $233 for me in **** Utilities.  **** Utilities ****** Sept. 26, 2024 - ***** *. did pay $356 in **** Utilities person Oct. 9, 2024 - paid off $341.00 in **** Utilities person with **** Utilities sweet nice lady - security (protective) November 5, 2024 - called *** cyber search).  ***** couldn't trust **** Utilities personnel and **** Utilities clerks on desk window.  I trust CU personnel.  ***** who said "Lock-no more charge fees."  I trust CU lady security - CU needs good team.  Needs to help others like me respectfully.  They shouldn't abuse me and others.

  Sept. 24, 2024, ******* home is all power electric, turned off by CU.  I fell down in garage concrete floor - got really bad swollen bruise right arm, left foot, hip - lucky not fracture or not break bones because of being darker - I got out of house and saw **** police officer who drove pass my home.  I waved him who saw me for help.  He cam in being aware - dark inside house all power electric turned off by CU.  I couldn't use call on IPAA computer and ******** videophone all off - police helped me call my **** *** ******** who helped and paid $233 to CU for me, but CU clerk told her "additional charge fees" to ***** - before ******* home power electric power on late Thursday afternoon Sept. 26, 2024.  ***** did pay CU $300.00 at CU lobby again - again CU charged me fees.  ***** did call CU personnel and CU clerks who big abuse me to ruin my financial budget mess up that I can't pay other bills - I told CU I want all charge fees to pay me back in full that I an pay other bills.  That is my first time in my life with CU's big.....

  see attached.

  Business Response

  Date: 12/03/2024

  I have reviewed the account associated with this complaint.  The customer's account was not paid in June or July and those balances incurred late payment charges.  When the customer made a payment in August, there was still a remaining balance which continued to incur late payment charges and created the disconnect.  We removed three late payment charges and the account has now been brought up to the current bill.  

• Initial Complaint

  Date:11/15/2024

  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.

  City of Springfield is trying to claim utilities for a property i was not in at time of billing and our water meter was misread to force a payment of $700 for 3 olympic size swimming pools worth of water(not even possible for less than 800 square foot home). They have numerous customers claiming the same thing and now my credit is impacted because they're trying to steal more money that is not owed to them.

  Business Response

  Date: 11/26/2024

  The following is in response to **** ******** request for resolution:

  Mr. ******* mad an online request through our customer portal to end services in his name at ******************, Springfield, **, as of December 10, 2018.  Electric, gas, water and sewer services were taken out of his name as of that date, and he was not billed for services beyond that date.  At the time that service ended, he had an outstanding balance.  His deposit was refunded to his account, still leaving a portion of his balance unpaid.  The final bill for services from 11/13/2018 to 12/10/2018 was mailed to the address he provided in **********, ***  That bill and the previous outstanding balance remain unpaid. 

  Mr. ******* was charged for a total of 14 CCFs of water for the last three months that he resided at the ****** address.  The average residential customer uses 2-3 CCFs per person, per month, and his average usage was well within that range.

  Information pertaining to the rates, rules, regulations and policies of the Board of Public Utilities of Springfield, **, is accessible on the City Utilities website, ********************************.

   

  Customer Answer

  Date: 11/26/2024

  Complaint: 22563080
  
  I have reviewed the business' response and am rejecting it because:
  You still refuse to address your meters being purposely misread.
  
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 12/03/2024

  The following is in response to **** ******** request for relocation:

  Without specific information, I must assume that Mr. ******* is referencing charges for water consumption; he has made no complaint that our meters have been "purposefully misread."

  On March 17, 2018, the water meter at 823 *. ****** was read.  On March 19, 2018, the water usage was reviewed by a billing representative due to an increase in usage.  On March 20, 2018, a City Utilities field technician confirmed that the water meter had been read correctly; the technician also noted that the dial on the meter was not turning and that the valve had been turned halfway off.  After the technician's visit, the billing representative left a voicemail for Mr. ******* to advise of the high water usage and a possible leak.  Mr. ******* called customer services on March 21, 2018, and was advised of the high usage and of the information required, once the leak was repaired, to obtain a courtesy water leak adjustment.  Mr. ******* requested to be removed from auto payments at that time.  Mr. ******* called back later the same day; he stated that his plumber found no leaks and he requested that a technician assist him with locating a leak.  A field technician went out the following morning, on March 22, 2018, and found no leak.  The tech noted that the customer told him he had a broken water pipe under his house that he had repaired as soon as he found the leak, and that he did not use the water intentionally. 

  On April 10, 2018, Mr. ******** landlord called customer services and stated that a plumber was at 823 S ****** that day and could find no leaks.  The customer services representative collected the information necessary for a water leak adjustment and forwarded the information to the billing department.  On April 19, 2018, a water leak adjustment was made on the water and sewer charges, and a total of $244.37 was credited to Mr. ********* utility account.  On April 27, 2018, Mr. ******* called customer services and advised that he did not believe the amount of water that was lost due to the leak.  It was explained to him then that he was billed for only the water that flowed through his water meter.  There has been no further discussion between Mr. ******* and the utility regarding his consumption of water or other commodities.

  Information pertaining to the rates, rules, regulations and polices of the Board of Public Utilities in Springfield, MO is accessible on the City Utilities website, ********************************. 

   

• Initial Complaint

  Date:08/22/2024

  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.

  For the past couple of days we have noticed a difference in taste with our drinking water. Yesterday, City Utilities posted on their ******** page, one of Springfields public water sources had been effected by algae and they were using treatment options to rectify the issue. The only reason why this statement was issued is because they wanted the public to stop complaining to them; that they were aware. The public deserves proactive transparency when water sources are contaminated in any capacity, not reactive.

  Business Response

  Date: 09/04/2024

  The following is in response to *************************** complaint:

  The health and safety of our community's drinking water is our priority at City Utilities.  While taste and odor issues are a concern, the recent algae bloom at Fellow's Lake did not, in any way, compromise the safety of the drinking water.  When notified of taste and odor issues by our water quality lab and customer service team on the morning of August 20, we notified customers through our social media channels that afternoon.  This information was also relayed through local media outlets.  Should the safety of the water be compromised (which it was not in this instance), a boil water advisory will be issued and affected customers will receive phone calls to alert them of the issue and to provide further instructions. 

  Additionally, City Utilities is required by Missouri Department of ***************** (MODNR) to release a Customer Confidence Report annually for our water system.  We go beyond the required communications from MODNR by promoting our Customer Confidence Report to customers through bill inserts, monthly email newsletter, blog posts, and social media posts throughout the year.  Additional information regarding our water system can be found at cityutilities.net/customer/water/water-quality/#fb0=1.

• Initial Complaint

  Date:05/02/2024

  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.

  On 3/7 I filed for chapter 13 bankruptcy. I contacted Springfield utilities to get the process of what takes place when filing bankruptcy. I was required to have a deposit of 2x the highest bill at the home, which came to be $460 because they round up. After my old account being closed out and new account being set up my attorney received noticed they claimed $644.76 on the previous account and added charges from that account to the new one. After catching these errors I spoke with ***** ******* who stated she would review these charges, usage, and rates. I received the run around for 3 weeks, being ignored on several occasions. I received a phone call from ******* ******* from their legal department stating the old account amount has been corrected from $644.76 to $619.60 due to fuel adjustment error. I received no information on why my new account bill was high for usage during 3/7- 4/9. I was also away in my hometown and hadn’t used any heating or air conditioning from 3/29-4/7. I requested breakdown of rates and usage. Only to get no information from ***** *******. After attempting to reach CU leadership and informing them of filing a complaint and legal action I received a lengthy email from ****** ****** (billing supervisor). She provided nothing but a email summary between myself and ***** over the weeks I have been trying to get a resolution on my accounts. She included attachments without breakdown of transferred charges from previous account, no rates used to calculate the usage from transferred All of sudden I’m experiencing this increase after filing bankruptcy and reporting their employee **** who stated he was a manager. I have exhausted all efforts trying to get accurate information and truly feel I am being retaliated against for reporting their employee and filing bankruptcy. I am only trying to get accurate rates, usage, and avoid issues going forward with my account. I have email CU Leadership and requested to speak with ***** ******* twice now.

  Business Response

  Date: 05/14/2024

  City Utilities has spent countless hours providing documentation and answering questions regarding her pre- and post-petition utility account since she first made contact with us March 12, 2024.  

  We have reviewed her utility services and provided a breakdown of her bill explaining all charges, usage, and adjustments, as well as shown her how to view her usage 24/7 by using online website.

  We have communicated with her via phone and email, replying to all requests within a reasonable amount of time while maintaining our daily duties and working with other customer accounts.

• Initial Complaint

  Date:03/13/2024

  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 have rented the house since 12/22. City utilities has been billing me $16.30 for a gas meter for 15 months. A man took out the gas meter on 3/11/24 and said the house is all electric! I called City Utilities and they will not refund me or adjust the bill.

  Business Response

  Date: 04/01/2024

  The following is in response to *************************** request for resolution:

  City Utilities was not notified that the home had been converted to all electric appliances.  When notified, we send a technician to verify, remove the unused meter and properly cap services so that they cannot be used in the future.  Once that process has been completed, the customer is no longer charged the monthly meter charge.  It is the homeowner's responsibility to notify City Utilities that a home has been converted.  

   

   

• Initial Complaint

  Date:10/14/2023

  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.

  City Utilities offers 300 rebate for having insulation installed on home. They sent the rebate to the wrong place and have not reimbursed me for their mistake. I have called multiple times with no resolution and left multiple messages with no return calls. I'm still looking for my 300 dollars and it's been over six months. At this point I want 400 credit on my account for the time and Inconvenience

  Business Response

  Date: 11/07/2023

  Below is a brief timeline of the events that led to ****** rebate not being paid in a timely manner:

  • 6/6/2023 - An insulation rebate was submitted electronically for customer **** ********** by contractor Affordable Insulation.  The "Payee Email" - where the digital payment is to be sent was listed as *********************************.
  • 6/22/2023 - The insulation rebate was approved for $300.  The rebate method requested was a digital payment.
  • 7/11/2023 - The $300 rebate was sent to the email on file from the initial application:  ********************************
  • 9/15/2023 - **** calls City Utilities asking about his rebate.  It is discovered that the email address the digital payment was sent to was not the customer's email address, rather it was the insulation contractor's email address.
  • 9/15/2023 - City Utilities reaches out to our rebate processing vendor to get confirmation on whether or not the digital payment was redeemed.
  • 10/13/2023 - A voicemail from **** prompted City Utilities to reach out again to the rebate processing vendor to get confirmation on whether the digital payment was redeemed.  City Utilities also provided the updated/correct email address for **** - ***************** - for the digital payments to be sent to if it was found to not have been redeemed.
  • 10/17/2023 - The rebate processing vendor confirms that the initial rebate sent to ******************************** had not been redeemed, and notified City Utilities that the third-party digital payment provider had resent the email notification to **** at *****************.
  • 10/17/2023 - City Utilities leaves voicemail for **** briefly explaining the issue and notifying him that the email had been sent to his email address.  No further contact was made.
  • 10/17/2023 - It was confirmed that the $300 digital payment was redeemed by ****.

  Should you still have questions, feel free to contact Energy Services at ************.  

• Initial Complaint

  Date:09/25/2023

  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.

  In February of 2023 the utility company decided to add a deposit to my account *ithout notifying me. So I've been behind on my bill since March 2023. I just noticed the deposit that they added. And figured out *hy I've been behind on my bill. I got a disconnect notice on Saturday Sept. 23,2023. It says I have until Sept 27th to pay or I get disconnected. This isn't right! They think they can just take my money *ithout any kind of notice to tell me their plan to make problems for me. I'm on a fixed income and I feel that City Utilities of Springfield is using intimidation tactics on me. I didn't agree to any deposit City Utilities of Springfield has added to my bill. Now they're threatening me to pay or get disconnected. *ven though I have a deposit on file. This is *rong. And BBB needs to bring this subject to their attention. I'm always behind since they stole my money for a deposit that I didn't agree to. Or even know about it.

  Business Response

  Date: 10/17/2023

  Below is a brief timeline of the events that led to ****'s utility account being charged a deposit.

  • 8/4/22  **** ******* took over the utility service at **** * *****, Springfield, MO *****.  **** *as told that his account *ould be reviewed in six months and if his payment history *as poor, he *ould be charged a deposit of $100.00

  • 2/3/2023  Six months after taking over utility service ****'s account *as reviewed for a deposit.  Our records revealed the utility bill *as paid late four times in the last six months.  At this time, ****'s account *as also in active disconnect status.  Therefore, a deposit of $100.00 *as applied to ****'s utility account.

  • 2/14/2023  A billing statement *as mailed to **** at **** * *****, Springfield, MO ***** showing that $100.00 *as transferred to the deposit on hand.

  Should you still have questions, feel free to contact customer services at ************.

• Initial Complaint

  Date:07/06/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 was riding Springfield City utilities bus line 7 Campbell line around 11:00 a.m. July 6th I was throwing up into a bag from the heat and the bus driver threw me off for throwing up I told him if you make me get off I'll die I'm sick from the heat I'm not getting sick on your bus I'm being considerate and held up the bag I never been so humiliated in my life not one person said anything to defend me I feel as if I can't even face strangers cuz they didn't have the courage to say how wrong it was for him to put me out on the street after I said I was going to die if you do this what is your attempted murder if it was me

• Initial Complaint

  Date:03/27/2023

  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 was the authorizer of my husband acct. ****** ****. I called to make arrangement to pay his bill. They told me I had a bill there. They wouldn't talk to me about the the account unless I would merge my bill with ****** ****. I refused to have my name added to ****** ****. My husband and I both got married in 02/2023. I have never resided with ****** ****. They took my bill added ****** **** and put my name on his acct. I would like for them to remove my name from ****** **** acct. and put my bill in my responsible name. I reside at **** **** ********** *** *** ** *** ***** *** *****. ****** **** reside at **** ***** ******** **** ************ *** *****

  Business Response

  Date: 04/11/2023

  I have reviewed the accounts associated with this complaint.  It appears **** **** has been in contact with our office several times this week beginning on 3/27-3/29.  We agreed to remove her from the account with her husband ******* **** and will allow business to be conducted with a payment arrangement for both the balance of her bill and her husband ********* account.

• Initial Complaint

  Date:01/04/2023

  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.

  1-4-23 i paid 125 t o my new address at **** * ******* ******..The city utilities credit me 500 dollars wich was a era on thier part .They argued with me told me I had to pay back the 500 dollar deposit that i paid 2 years ago on **** * **** ..I owed 302 dollars for December of 2022 at * ****...They Basically stole my money they told me i had to pay them no matter what.Wich i only really owed tjem 326 dollars from December 2022 plus 125...For 1207 for January 4 2023 N Central.. Street...Wich i paid that .I was tje one that caught the Situation on My bill wich they changed it about 5 times today 1-4-23 ...I paid tje 500 dollars wich isn't write on thier part they Basically robed me 500 dollar's..

  Business Response

  Date: 01/06/2023

  Below is a timeline of the events that ****** ******* is disputing.  Please see the attached Account Financial History for ******** utility account.

   

  • 12/7/2022 - The balance of ******** utility account was $294.01 and there was a deposit on hand of $500.00.  
  • 12/14/2022 - ****** requested to turn on service at E Central, and an Account Entry Fee of $30.00 was assessed, bringing the balance up to $324.01.  
  • 12/20/2022 - The deposit of $500.00 was applied back to the account balance in error, resulting in a credit balance of $-175.99.
  • 1/3/2023 - The account billed in the amount of $301.55.  The existing credit balance plus the new bill, resulted in a balance of $125.56.
  • 1/4/2023 - ****** paid the balance of $125.56, resulting in a zero balance.
  • 1/4/2023 - $500.00 was transferred back to the deposit on hand resulting in a balance of $500.00.
  • 1/4/2023 - ****** paid $500.00 bringing the balance back down to zero.    

   

  Thank you,

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

  Customer Answer

  Date: 01/07/2023

  Complaint: ********
  I am rejecting this response because:
  City utilities robed me and,they are deffeintly wrong....A deposit shouldn't be 500.00 dollars in the first place ?!!Plus When it was THIER FAULT THEY CREDIT BACK TO ME IN THE FIRST PLACE!I SHOULDN'T BE THE ONE RESPONSIBLE TO PAY IT BACK WHEN IT WAS THIER FAULT THEY CREDIT BACK TI ME THIER SELF.THEY CAB MAKE STUFF UP ALL THEY WANT BUT,WHERE'S THE BILL FOR 500.00 DOLLAR'S I HAD T9 PAY BACK CUZ OF THIER FAULT....THEY WILL HAVE TO LIVE WITH THAT DECISION .WHEN WE ALL GET TO HEAVEN U CAN'T GEZ AWAY WITH THINGS BUT,ON EARTH U CAN ..THEY WILL HAVE TO EXPLIAN TO GOD WHY THEY DID WHAT THEY DID AN HOW THEY HANDLED THE SITUATION PERIOD...
  Sincerely,
  ****** *******