Business Profile

Electric Companies

Liberty

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

68 total complaints in the last 3 years.
13 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/05/2025
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.
LIBERTY IS MY WATER COMPANY . I AM ATTACHING SEVERAL BILLS TO THIS COMPLAINT. LIBERTY HAS SENT ME SEVERAL BILLS WITH DIFFERENT AMOUNTS DUE AND ONE CREDIT.I HAVE NO IDEA WHAT THESE ARE FOR. I HAVE BEEN LIVING IN THIS HOUSE FOR OVER 20 YEARS AND I HAVE ALWAYS PAID MY WATER BILL . I WOULD LIKE TO KNOW WHAT IS GOING ON.
Business Response
Date: 03/05/2025
We did reach out to the customer and reviewed her bills to give her a better understanding of her account. She has our contact information if she has any further questions. At this point customer was satisfied with the outcome.
Business Response
Date: 03/18/2025
We have reached out to the customer and explained her all of her bills and answered all questions. Customer was happy at the end of the call and has the direct line to a representative if she has any further questions in the future.
Initial Complaint
Date:03/05/2025
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.
Liberty Utilities added over $300 to my most recent bill due to their back charges to October 2024 as a result of the system having issues & not billing properly.
Business Response
Date: 03/04/2025
Hello
We have attempted to contact the customer to get more information and come to a resolution however, have been unsuccessful. Please have the customer call ************ to discuss this matter.
Customer Answer
Date: 03/04/2025
Ive called Liberty back twice & was put on hold for over 30 mins. They called me while i was at work - Im a teacher & cannot answer phone calls during the school day. When i did get through (finally), all they did was go over my bill. I know how to read a bill. Also, i dont qualify for any programs because im above poverty level. Not acceptable.
Business Response
Date: 04/24/2025
we have made numerous attempts to contact this customer to discuss her concerns and have not received a call back. We attempted to reach out via phone and email. Until we are able to reach the customer we are unable to address her concerns.
Initial Complaint
Date:01/06/2025
Type:Product 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 March 23, 2024, I requested stop service from Liberty Utilities in order to prevent any confusion as I vacated my ***************, MA residence prior to the start of a new billing cycle. A new bill should not have been generated and directed to me for an April payment due in May, especially since moved out prior to April 1, 2024.I received electronic and physical notice in May stating that I had an outstanding balance of $15.68. I later received follow up noting this balance and mention of unnecessary expenses and credit score impact. I followed up to Liberty Utilities customer service via email as it was noted on the correspondence. The address provided was incorrect. I followed up via phone in an effort to properly address and resolve this matter and sent follow up electronically after this interaction. The only option to cancel service was via telephone. The customer representative could find NO RECORD of this; fortunately for me, I had electronic notice of cancellation from the them. I requested the correct customer service email in order to forward for review and resolution.After six weeks of no response, I ended up calling on two more separate occasions, speaking with a different representative each time. I requested that the balance be removed from my account and that a written follow up from the company be sent in the same manner in which they sent their request for a remaining balance. This would provide me with the necessary documentation to ensure this matter is resolved as this business has proved their record keeping is unreliable. I do not want this to negatively impact me in any way in the future, especially in regard to my credit score, which is excellent.I have attached copies of the initial outstanding balance as well as my written response to their follow up on an erroneous outstanding balance. The resolution I seek in writing electronic or physical letter) clearly noting that this matter is resolved and my balance is $0.00. Thank you.
Business Response
Date: 01/08/2025
Hello, I have reviewed the account and corrected it to reflect a balance of $0.00. Additionally, I have confirmed that this was not reported to any credit bureaus, so it will not have a negative impact on your credit score.

Thank you
********
Initial Complaint
Date:12/21/2024
Type:Product 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.
Liberty gas company owed me $245.01 from a a deposit I made on 1 May 2024. I moved out of my residence and canceled my service 8 Aug 2024. Since 8 Aug 2024 I have called 3 times and 3 times a worker told me they would resend my deposit refund. So now its going on 5 months and I have not received a check. They have my new address in the system and keep giving me the run around. I offered to go into the company to pick it up in person and apparently this is not an option, it has to be shipped.. My wife and I just want out money back because these times are hard.
Business Response
Date: 12/23/2024
The original refund check was mailed out in September. I have issued a stop payment on that check and am having a new one expedited. I will email you the tracking number once generated.

thank you

Customer Answer
Date: 12/27/2024

Complaint: 22717913

I do not accept the business's response as a resolution to my complaint because:
I have yet to receive an email with tracking information regarding my refund since the company sent a note through BBB. I have also been told already 3 times that a check has been cancelled and resent. Letter mail does not take over 4 weeks to arrive. I will be satisfied when I receive a tracking number or an availability to pickup the check IN PERSON in ********, **. Thank you for setting my family back for the holidays. Happy new year.
Sincerely,

**** *****
Business Response
Date: 12/27/2024
Good Afternoon
Mailing was delayed due to the holiday, item is scheduled for delivery tomorrow, 12/28/24.
Customer Answer
Date: 12/31/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
the check has been received and cashed thank you.

Sincerely,

**** *****
Initial Complaint
Date:12/04/2024
Type:Product 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 supposed to get a refund check for $176.22, but when I called them to see why I never received my check they said I have to wait 6 to 8 weeks for this check.
Customer Answer
Date: 12/20/2024
I never received my refund as of 12/20/24.
Business Response
Date: 12/26/2024
I appears your refund check was mailed out on 12/9/24. Please call into customer service at ************** if you have not received it yet.
Customer Answer
Date: 12/27/2024
I never received my check.
Customer Answer
Date: 01/16/2025
I never received the check.
Initial Complaint
Date:11/27/2024
Type:Service or Repair 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.
Up until about three years ago I was able to log in to their website to pay my bill online. Then when the app became available for Georgia users, for some reason, I have not been able to log in. I have made many, many phone calls to them about this and even filled out one of their super long surveys to try and get this resolved. I have actually had a couple of their IT techs make contact and they also were not able to resolve the matter while promising to get back with me. What happens is that the site is not recognizing my password, and the link they send in the email returns with an error message. I have actually given my username/password to the IT department so they can log in on my behalf, and it still doesn't work for them. This has been very frustrating because I have go through an outside agency to pay this bill and I am unable to see my usage trends, etc. I have already switched my fireplace and hot water heater to electric, and the last thing left is my furnace and I will be done with gas. The company does not seem concerned and gives empty promises about help.
Initial Complaint
Date:11/25/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Power compney over changed me and I put a deposit on a payment plan now there makeing me do it agin I have been wrong fully charged
Business Response
Date: 12/26/2024
It took us some time to get the customer on the phone but we were able to reach him and discuss his concerns. To assist him further we did extend his installment plan to help lower his bills in the winter period.
Customer Answer
Date: 12/27/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *********
Initial Complaint
Date: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.
I called in May of 2023 to disconnect service for ************************************ This was a property I was renting. When I called to disconnect, I provided a forwarding address and Liberty had my phone number and email address on file. Today I answered a collections call in regards to my account not being paid. When I called Liberty to confirm if this was legitimate and ask why I had not been sent a final bill, the agent told me that they sent the final bill to the service address on 6/14, but it was returned to sender. I asked why I wasn't called or emailed regarding this and she looked to see if I had been. She stated that they continued to send bills to the service address, despite getting return to sender, and she did not see that they called me. I said I would pay the bill but wanted it removed from my credit as I had never been made aware of the charge. She stated I would have had to of provided a forwarding address when disconnecting service and she could have her supervisor pull the call. I asked if they pulled the call and found I had provided a forwarding address would this be taken care of? She stated that she can't imagine why Liberty wouldn't help out in that case. I remained on hold while her supervisor pulled the call, she came back to say that she was sorry the address was never updated properly, but that NOW she can see they made 2 automated calls to my number as well. She said I must have 1800 numbers blocked. I confirmed that in the call recording I had provided a forwarding address and that it was Liberty who did not update the account? She ********************* yes but there was nothing they could do. My credit score dropped and has had this collection on it since 1/2024 for something I was never properly billed for or made aware of. I immediately made the payment today. It should be noted that I have received many emails from Liberty since disconnecting service about promotions and marketing, but never once about a past due bill, which the agent confirmed as well.
Business Response
Date: 12/02/2024
I have reviewed the account and apologize for the error in not updating their mailing address as requested. We will ensure that it is correct immediately to avoid any further collection activity.

I have requested our third party agency to stop all collection activity and pull the debt from the customers credit report. Giving the customer time to receive a copy of their final bill and make the necessary payment.
Customer Answer
Date: 12/02/2024

Complaint: 22586732

I do not accept the business's response as a resolution to my complaint because: as stated final payment was already made the day I made this complaint. I would like all 3 major credit bureaus to be updated that the debt was reported incorrectly.

Sincerely,

**** Michael ******
Initial Complaint
Date:11/08/2024
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.
Liberty Utilities has had a serious degradation in customer service that is alarming to me given that they are the sold provider of gas service in my area. I have attempted to add my bank account to make automatic payments on their website and received an error that my routing number, despite working everywhere else I have tried, is invalid.I submitted a request on 10/17 using their online help tool when signed into my account, requesting billing assistance, and explained the issue. I was told I would be contacted within ***********************************On 10/21 I mailed in a paper "Automatic Payment" form and a voided check. I still have received no follow up on this matter.On 11/4 I submitted another online request for help, explaining my issue and that I mailed in the form, and still nobody has contacted me back despite receiving a message it would only take up to 48 hours.On 11/6 I emailed their residential customer service team at ********************************************* explaining how I have submitted multiple requests and nobody has responded, or processed the form I mailed in.On 11/8 I called their main support phone number and got a hold of an agent. This agent said, after explaining all my previous attempts to get help and frustration, that "the best way to get help is to call". They were not concerned with the fact that I was continuously ignored and my requests and paper forms not processed. This agent simply told me "our system is finding the bank" and told me to just continue mailing in a check every month. I am trying to set up automatic payments to assure this business is paid. Every business that takes recurring payments would prefer their customers be on automatic payments. Why is ********************** not responding to multiple requests for help using their own contact tool and email addresses? Why is Liberty not processing paper forms mailed to them and not following up with customers in any way?
Business Response
Date: 11/22/2024
Hello
It appears we were able to rectify the customers issue and the account appears to be all set.
Customer Answer
Date: 11/22/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and can say that my automatic payment issue has been resolved. However, I am still upset that Liberty's online systems do not work properly and they are still unresponsive to submitted help requests on their website and via their email address. I hope I don't have this much trouble when reaching out in the future.

Sincerely,

******** ******
Initial Complaint
Date:09/04/2024
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.
In the 13 months I lived in an apartment in *********************************** has attempted to bill me for thousands of dollars' worth of electricity despite not being able to provide statements for more than half of the months I occupied the space. I've spent countless hours trying to explain to their customer service representatives this amount of electric use is unreasonable and specifically requested statements or meter readings for all of the months I lived here. Liberty has failed to fulfill either of these requests. Liberty also wouldn't relieve the debt despite not being able to explain the claimed excessive use or provide statements/meter reads. Despite having 'credited' my account $427.42 and paying them $727.77, they still claimed I owed them $644.13 which was eventually sent to a debt collector while I was attempting to resolve this with the New *************************************************** I also attempted to seek legal services to resolve this but the amount being disputed was not enough for a private legal service to pursue.
Business Response
Date: 09/16/2024
Hello

The customer has brought this complaint to us in the past as well as the ************* Public Utilities Commission. We have answered all of his questions and confirmed the accuracy of the balance owed. As well as provided an analysis of the breakdown of charges on his account. If the customer has any other questions please feel free to reach out to our customer service department.

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Liberty is NOT a BBB Accredited Business.