Complaints

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:04/15/2025

  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 a gas company. I have been bill by liberty for about 3 years and I do not have anything gas in my house. Ive asked for a reimbursement but they only want to give me 80 dollar for my deposit. They said I'm being charged for services whether I use it. Also since I can not get reimbursed because I requested services. I say it's fraud because I'm being charged for service I do not use and they do not provide. They owe me part of my money back.

  Business Response

  Date: 04/30/2025

  Hello,

  The customer had requested service to be established in her name.  Liberty had done so per her request and gas service was made readily available to her address.  We are not aware if a current or prior owner or resident has removed gas appliances from the location.   The billing was for the monthly customer charge with associated fees and taxes.  We would not credit these charges in this circumstance.  We have final billed this address and will not be issuing any further bills beyond the final bill date of 4/15/2025 (which is when we turned the meter off).   

  Please let us know if you have any further questions.

  Thank you,

  Joanne

• Initial Complaint

  Date:03/17/2025

  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.

  I recently moved from **** ******** ******. I notified the gas company of my move and asked that they send my refund (deposit) to my current address which is **** ****** **, ********, GA *****. To date, almost 45 days later and after multiple calls and the run around I am still without my refund. Today I was told that the check was mailed to ******** and it "appeared" that it hadn't been cashed so they could begin the "stop payment' process and reissue it to me, which would take ANOTHER 30 days. Keep in mind this whole time they told me that the check had been mailed to ****** ** and that it was being mailed out from New Hampshire back on 2/4/25..
  This is the second time I have had issue with this company as I previously lived at * ********** **, ********, GA, and waited through this same controversy of trying to get my deposit back. In that case, they told me that the check "appeared" to have been sent out when in fact, it had not ever been mailed.
  This has become frustrating and at this point I feel they are intentionally trying to keep their customers deposits hoping they will give up and never call again.
  I told them today that I wanted my check processed right away and not in 30 days and yes I got angry. Someone needs to look into their business practices and hold them accountable for refunding their customers. They expect a deposit to turn on customers utilities, they should be just as diligent in returning said customers deposits when their service account has been closed out.
  I am asking that the BBB look into this so that I, and I'm sure many others, won't have to go through all of this to get our deposits returned.
  My deposit is $100, I do not understand the need for them to hang on to my funds at this juncture.

  Business Response

  Date: 04/03/2025

  Hello,

  I apologize for the delay in our response to the BBB and the customer, the BBB
  notification was not sent to the current Liberty contact that handles these
  types of inquiries. I spoke with ****** today and let her know that we have reprocessed the refund, and it will be mailed out on Wednesday.  ****** didn't have any other questions or concerns at the time.

  Thank you,

  Joanne

  Customer Answer

  Date: 04/14/2025

  Complaint: ********
  
  
  
  I am rejecting this response because: I have not received the refund yet. When I called them they told me it could be another 30 days.
  
  
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/16/2025

  Hello,

  I spoke to the ****** today; she has not received the refund check.  After further review, we decided to cancel that refund check, reissue the refund check, and overnight it to her.  I left a message letting her know that she should be receiving the check tomorrow or on Friday.  She has my number in case she doesn't receive it.

  Thank you,

  Joanne

  Customer Answer

  Date: 04/23/2025

  Check finally received from Liberty Utilities via *****.  Case resolved. 

• Initial Complaint

  Date:11/21/2024

  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.

  Liberty Utilities showed up at my home today ***** with the police to turn my gas off. They rang my door bell 22 times. On ***** liberty utilities called me to let me know about my account and issued me a new account number. When I called liberty on ***** to find out why my gas is being shut off, I was told I needed a pressure test and inspection. Both witch liberty does not do. Liberty refused to turn it back on even though I have a person in the house with a medical condition and per state law they can not turn off gas. Liberty told me my account is closed so they do not need to turn on. This is some shady stuff. Telling me I need a pressure test so they can legally turn my gas off. Been a customer with no issues for 4 years. They lie to you on the phone. They tell you one thing and do another. I was on the phone for an hour today and got no where. I wish I had the supervisors name because she needs to be fired. Rudest people.

  Business Response

  Date: 12/02/2024

  While I understand your frustration, your account showed
  indications of tampering, which is a serious safety concern and one that requires our intervention. Unfortunately, Liberty does not perform the necessary
  tests and inspections to confirm the service is safe for reconnection. The
  company you contacted to do the work indicated to us that they were not willing
  to perform the test due to the age and condition of your appliances, and the
  potential risk involved. Until the work is performed and safety is confirmed,
  there is nothing more that Liberty can do. Once we can safely move forward and
  reconnect, that fact will be communicated with the agency and any approved fuel
  assistance will be appropriately noted to your account.
  We understand you have now indicated a medical need in the
  household, which was not communicated  to
  us prior to this situation. Once the service is deemed safe and reconnection
  can occur, we will absolutely work with you to ensure this is addressed.

   

  J****** A*****

  Sr. Manager, Customer Service, East Region

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

  Customer Answer

  Date: 12/09/2024

  I did read what liberty said. But it’s a lie. There is no tampering at all. I now request liberty to take the meter off my house as well as the underground pipe in my yard.