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

  605 Richard Arrington Jr Blvd N Birmingham, AL 35203-2707

  
• 

  Spire

  20 20th St S Birmingham, AL 35295-0001

  
• 

  Spire

  PO Box 2224 Birmingham, AL 35246-0022

  
• 

  Spire

  PO Box 387 Rogersville, AL 35652-0387

• 

  Spire

  2101 6th Avenue North Birmingham, AL 35203

  

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:08/30/2023

  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 received a letter from Spire dated August 1, 2023 stating that my payment by check was declined by my bank and that I owed a $20 fee. However, the payment was not made until August 3rd (due date) and I paid by credit card. I have contacted customer service via email asking for information about this check and the response has been for me to provide transaction details. Since I did not pay by check and the bank has confirmed that no such transaction took place, there are no transaction details to provide. In addition, there are no stored payment methods in my online account. So either the transaction never happened and the charge needs to removed or Spire fraudulently attempted to process a check without me providing account information or authorization. To date they will not provide an explanation as to how they got my bank account information and how they attempted to process a payment by check without authorization. Not will they admit it never happened and remove the charge.

  

  Business Response

  Date: 09/13/2023

  
  ****************** account was invoiced in the amount of $181.85 on 7/19/23 for services rendered from 6/16/23 to 7/19/23. On 7/25/23, a check payment of $181.85 was made, but the financial institution was unable to process it, resulting in a $20.00 non-sufficient fund fee. On 7/31/23, a letter was sent to inform the customer of the returned payment. In response, **************** emailed customer service to inquire about the letter. Our team provided her with payment details and as a one-time courtesy, we waived the $20.00 NSF fee.

• Initial Complaint

  Date:05/30/2023

  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.

  Hello Im really upset with ********** ive been trying to get my credit back for a month now from Spiral that was left over from **************** on my account that I have recently closed because of my recently moved and no longer need ********** because my home is **************** now I reached out to Spiral about sending me a refund credit check for the remaining balance on my account they kept giving me the run around tell me oh it will be mail After Its Approved then they will say it will be mailed out on the 20th now they say I cant get it its just been lies from day one I called Ive heard different stories from different representatives I really just wish I can get to talk to the right person to help me with this situation And look deeper into my account Talking to a supervisor not even good not here in Alabama anyway

  

  Business Response

  Date: 06/09/2023

  Thanks for reaching out.  A review of the customer's account shows the final bill was released on May 22, and by May 31, the customer was refunded the remaining credit on their account as a refund disbursement. The refund will be mailed to the forwarding address listed on the account and the customer can expect delivery within 5 to 10 business days.

  Customer Answer

  Date: 06/13/2023

   
  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,
  
  ************************* I was not refund my whole amount that was 237 the only sent 110 it was more then that

• Initial Complaint

  Date:05/08/2023

  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.

  What I wrote to Spire: It's been four (4) days since I wrote you. You claimed that I owed about $1500 for my Spire bill. I cannot even begin to understand that amount. Please review now my original contact. Today you shut-off my gas service. I care for a seriously ill person in my home who needs your service. My sole source of income is retirement benefits. Please explain why my request has gone unaddressed, why you claim that I owe $1500, and restore my service today. Thank you.On Thursday, May 4, 2023 at 03:12:27 PM CDT, Spire **************** <*****************************************************************************> wrote:Hi **************,Thanks for reaching out. Your request is on its way to Spire **************** team.Most requests receive a reply in one or two business days.We look forward to serving you.Spire To track your request, use this number: *********.***************************** Account number ********** ************************************************************************** Send ** a message Need to reconnect your service? We can help.Reconnect service Overview Summary Past due Amount due $1,475.66 Please pay by Apr 25, 2023

  

  Business Response

  Date: 05/22/2023

  After a thorough review of your complaint about your disconnection due to a high bill, we carefully examined your usage and billing details.  Our findings indicate that the charges are accurate and in accordance with our billing policies.  We understand that high bills can be frustrating,and we apologize for any inconvenience this may have caused.  If you have any further concerns or questions,please contact **.  

  Customer Answer

  Date: 05/22/2023

   
  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:01/26/2023

  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.

  On 1-21-23, Spire *********** dug up infront of my mailbox to work on a gas line for a new construction, they buried all of my existing gravel infront of mail box, part of my drive way and now the ground has settled where they didnt even pack the ground down so now I have a hole forming beside my drive way. I cannot get to ********** you will get **** and now with the hole Im going to have a bigger issue with the postal service worker delivering my mail. I have called multiple times but keep getting the run around by their employees and being treated rudely and being give misinformation and each call. They did not notify me about the maintenance work, the week previously canceled they sent contractors to look at the site and they did not notify me of that either so I just woke up to strange men looking around my house when I am a female alone at the house.

• Initial Complaint

  Date:01/16/2023

  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.

  My mother has been waiting 3.5 months for Spire to come and fix the gas line so she can have heat. The temperatures have been extremely low and it is costing her roughly 300 plus a month to run electric heaters which could be dangerous. They said it would be 3-6 was but we have been trying to get them for 3.5 months now. She loves on ********************************************************************.

  

  Business Response

  Date: 02/15/2023

  Unfortunately, the delay in installation was a result of permitting. I have been able to confirm with Spire's Energy ****************** that work to install the service line to the mentioned property address was scheduled to begin on 2/13/23 with an expected date of 2/17/23 to be completed, weather permitting.

  A voicemail message was left for ********* on 2/10/23 notifying her of the intended date to start and provided a direct contact number if follow up was needed. 

• Initial Complaint

  Date:12/21/2022

  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 mother in law called the gas company in October about getting service started. They told her they did not see where lines were run and they would have to get back to her. She called again in November and was told they were coming out to inspect for gas lines. Last week, she called and was told she fell through the cracks that they got her mixed up with a neighbor. It is now forecasted to be in the teens and twenties for the next few days and she still does not have heat. This is unacceptable for a public service company to delay getting service to a senior citizen.

  

  Business Response

  Date: 01/04/2023

  On 12/13/22, a request for a new service line installation was made by the homeowner.  A work order was created to begin the process. The homeowner was advised of a minimum six-week timeframe pending permits, utility line locates and weather. We are working with our construction specialist to expediate this request.

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18622455
  
  I am rejecting this response because: the original request was made in October. Everything else is correct. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/15/2022

  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.

  I have been trying to order service for about 2 weeks now. I have been given the run around every time I have called. I purchased the home November 30th, 2022, I called on December 1and spoke with ***** she was very helpful and told me that it doesn't seem to be any service at the address, I told her that its a gas meter and the house is set up for gas. She asked me to call back and speak with someone in the conversion department so they can have someone come out and check the line to make sure they are connected and not retired. I called back that following Monday and was told that the lady that handles that was out for the day but they would leave her the message. A couple days went by and no response. I called back and didn't get a chance to speak with whoever was in charge of sending someone out but was told she has the message and will be contacting me. Today is the 14th and still haven't heard a word from anybody at Spire. The temperature are now dropping and I have no heat in my house. This is so unprofessional. What is the problem with just a phone call to let me know what is happening and why is there a problem with getting my gas on? I really need to speak with someone higher up in the company. I haven't had any luck in finding out who that would be.

  

  Business Response

  Date: 12/27/2022

  We reached out to the customer on 12/15/22 and created an order for installation of service lines.  This request is being expediated.

• Initial Complaint

  Date:10/28/2022

  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 off no one answers the phone after 6:30, so if you cant make it from work in time to pay a bill you be able to. Then I was called a liar by numerous employees about this. Most of customer service representatives were rude and didnt seem to even care. The managers I talked to didnt care and lied to me repeatedly. I missed two days of work waiting for a technician to turn my gas back on because I was lied to about my service date.

  

  Business Response

  Date: 11/21/2022

  Spire
                                                          ********* Services Department
  Better Business Bureau                                          
                                                         CASD Investigator: **********************
  Customer Info:                  Account ID:                                             Complaint ID: ********
                                                  Mr.*****                                                     Rate:GH Residential
                                                  *************.
                                                  R____,MO 6_____
  Comments:
  Mr.***** filed a complaint with the BBB stating if he calls Spire after 6:30 PM,no one answers the phones resulting in him not being able to pay his bill. Mr.***** state he was called a liar several times by Spire employees, and the manager he spoke with lied to him and did not care about his issue. Mr. *********** that since he was lied to, he missed 2 days work waiting on a technician to turn his gas back on.
  
  Account Details:
  
  On 09/01/22, the severance process started. A notice was mailed advising that the amount due is $759.96 and the minimum due to avoid disconnection on or before 09/15/22 was $719.52.
  On 09/06/22, a 96-Hour notice was sent advising that $719.52 was needed on or before 09/15/22 to avoid disconnection.
  On 09/27/22, the gas service was disconnected for non-payment.
  On 09/27/22, a final bill was rendered in the amount of $842.60.
  
  On 10/04/22, Mr. ***** was advised the amount to restore service was $889.08 (80% of the balance ($674.08) + $150.00 deposit + $65.00 reconnection fee).
  On 10/20/22, a final notice was sent advising Mr. ***** to pay his final balance within 10 days to avoid further collection action.
  On 10/24/22, Mr. ***** was advised that the Cold Weather rule ***** budget started and for him to restore service he would need to pay $128.49 and the monthly budget would be $100.61.
  On 10/24/22, Mr. ***** called customer service to see if a pledge had been made on his account.  The representative advised that no pledge was showing.
  On 10/24/22, Mr. ***** was advised that under the ***** he could pay $128.49 to retore service and the monthly budget would be $128.49.
  On 10/27/22, Mr. ***** paid $128.49 to restore service. Mr. ***** was advised that we do not have same day orders and the reconnection was scheduled for 10/28/22.
  On 10/27/22, Mr. ***** called back upset he stated that no one answered the phone yesterday. He complained about the wait time to speak to someone. He advised that he was called a liar and advised the representative that she acted like she did not care. Mr. ***** requested a supervisor and the call was transferred to a supervisor. The supervisor was on hold with Workload planning trying to get same day approval. Mr. ***** disconnected the call. The supervisor stated that she attempted to call Mr. ***** twice to advise she was able to get same day approval.
  On 10/27/22, the supervisor called again and spoke to Mr. ***** she advised that she was able to get same day approval and someone 18 years or older needed to be present. Mr. ***** advised he was on his way home.
  
  NOTE: I reached out to workload planning (WLP) to see why service was not restored on 10/27/22 after same day was
  approved. I was advised that *** did not dispatch the task on 10/27/22 after they gave a same-day approval to customer service because the customer service representative who handled the order failed to cancel the task that was on schedule and booked for 10/28/22,the representative only cancelled the appointment timeframe. This created a scenario where the appointment part of the field activity was cancelled, however it remained assigned to a technician in the system for 10/28/22. Had the representative followed the proper procedure for this type of situation, WLP would have seen the order and forced the order in the task list dated for 10/27/22 and would have assigned it out.
  
  On 10/28/22, the service was restored.
  

• Initial Complaint

  Date:10/19/2022

  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.

  Spire complaint to BBB:On 10/18/22, I smell something like gas in my home. I am calling Spire to report a possible gas leak. They have a 24/7 emergency line, ************, for my region.- The first three times I called, they said call volume was too heavy and I should consider creating an online account if Im looking for account information, and that I should call back later if still needed. The automated response also said that if this was a potential gas leak emergency, I should call ************the very number I had called only to reach this automated response.- The fourth time I called, I pressed 1 at the menu in order to report a possible gas leak. But apparently I pressed it a little too late, unbeknownst to me at the time, as it transported me to an automated system that told me my current balance, etc., and asked me if I wanted to talk to a representative, and was told that my wait time would be around 28 minutes. For an emergency.- While I was on hold, I decided to call on a different line. This fifth time I called, I must have pressed 1 in time. And I was told the wait time would be around six minutes. And it has been 17 minutes and I am still on hold.This is no way to handle a potential gas leak emergency. This is not 24/7 availability. This is terrible, illogical, and anemic customer service.

  

  Business Response

  Date: 11/11/2022

  Spire
                                                                  ********* Services Department
                                                                            Better Business Bureau
                                                                          CASD Investigator: **************
   Customer Info:          Account ID:                                                          Complaint ID: ********
                                      Mr. ******************************************************************************************************************************************************************************************************************************************       Rate: GH Residential
                                       7____  N_________ A___                                                                        
                                       S____ L______M__6_______
  Comments:
  Mr. ****** filed a complaint with the BBB stating that he called Spire on 10/18/22 due to a possible gas leak.He called the emergency line *************) three times, and the recording said the call volume was too heavy and he should consider creating an online account if he was looking for account information. The automated recording also said that if this was a potential gas leak emergency, he should call *************)which was the phone number he had already called. The fourth time he called, he pressed 1 at the menu to report the possible gas leak, but he was transferred to an automated system that told him his current balance and asked if he wanted to talk to a representative and his wait would be around 28 minutes. While on hold this time, the system advised if this was an emergency, he was given a different phone number. And, when he called the fifth time on that phone number, he pressed 1 and was advised his wait time would be approximately six minutes. He was on hold for 17 minutes and was still on hold (while filing this complaint). He does not feel that this was the way to handle a potential gas leak (emergency).
  
  On 11/03/22, I attempted to contact Mr. ******* and I left a voicemail message that we had received the complaint he filed with the BBB and would investigate his concerns.
  
  Upon receipt of the complaint,I reached out to the Director of customer experience. She advised me that ******************** is in the process of changing the recording to refer the customer to 911 in these instances. What we have done is change our call threshold to prevent customers from getting this message. This will help until the message is updated, our call threshold was set to accept 200 calls for the short term we have adjusted our threshold number to 230.  Since that time, we have not reached the threshold.  However, longer term, Telecom is working with our provider to create a separate group only for the ************** lines.  This would allow us to better monitor the volumes and set the threshold as needed.     
  
  Account Details:
  
  On 10/18/2022, Mr. ******* called to report a gas odor whenever she turned on the furnace in the house at the address of 7_____ N_________ A__ S___ L______, M__ 6_______.
  On 10/18/2022, a technician came out to the location and found there were gas leaks in the fuel runs. He turned off the gas due to this is a considered a hazard. The technician advised Mr. ******* that the leaks would need to be repaired before his service could be restored.
  On 10/21/2022, Mr. *******_ called to schedule an appointment to get the gas leaks repaired. The customer scheduled the service appointment for 10/28/22 for the time frame of 7:00 a.m. to 12:00 p.m.
  On 10/28/2022, a technician came out and repaired the gas leaks at the address of 7_____ N_________ A__ S___ L________, M__ 6_______. The gas service was checked for safety and then turned back on.
  On 10/28/2022, the jobbing charges of $172.36 were set up over three months starting with the next bill in November for $58.00 plus the gas usage charges on the bill.
  On 11/03/2022, I spoke with the **************** manager who explained that Spire has not yet changed the recording, but our intent is to refer the customer to 911 in these instances.
  
  
  On 11/09/2022, I called Mr.******* to discuss the complaint that he filed with the BBB. I left a voicemail message explaining the above findings.
  
                          THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION             

• Initial Complaint

  Date:09/21/2022

  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.

  The representatives will tell you anything to get you off the line. I called and had my service disconnected bc I was moving. I was told I would be refunded my deposit. I had a donation from an assistance place and they said, it would be sent back to them and my $*** would be sent to me. It’s now almost 4 weeks and still no check. I called today and was told there was no note suggesting a check was sent and they needed to verify mailing address. I did that two weeks ago. . I have been told by 3 different people my refund is in the way . Spire is really unprofessional. They don’t train their representatives fully and due to that the reps., say anything to get you off the line..

  

  Business Response

  Date: 10/03/2022

  After a review of Ms. *****’s account, an adjustment had to
  be made to the account in order to release the remaining deposit amount of
  $******. This action was completed and a refund check was released on 9/27/22.
   The remaining balance of $******, which is the result of unused federal
  LIHEAP allotment, will be refunded back to the pledging agency due to these
  funds being ineligible to refund to the customer.

  Customer Answer

  Date: 10/04/2022

  
  
  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,
  
  
  
  ****** *****