Complaints

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

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  Liberty Utilities

  602 S Joplin Ave Joplin, MO 64801-2337

• 

  Liberty Utilities

  PO Box 127 Joplin, MO 64802-0127

• 

  Liberty Utilities

  215 W Main St Branson, MO 65616-2766

• 

  Liberty Utilities

  Kansas City, MO 64121-9599

• 

  Liberty Utilities

  201 W Brick St Ozark, MO 65721-9132

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:06/29/2025

  Type:Order 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 pay some of the highest utility rates of anywhere Ive ever lived through Liberty utilities. Im currently on an average monthly bill and the AVERAGE is over $200 a month - I am the only person living in my ******** the first year I had my current house, I inquired multiple times about the $400-$600 electric bills I was getting, and they insisted I was wrong and that the amounts were correct. Eventually, I ended up with a $14,000.00+ electric bill one month, and only when I disputed it, did they tell me Id been paying an estimated bill since Id moved in, and that I had significantly overpaid. They fixed the bill and I ended up with a credit balance. They upgraded my meter. I still have outrageously high ******** the last year, Ive experienced 3 power outages that lasted over 3 hours. The first was in March 2025, I believe. There were no storms the day of the outage, nor the day before. The power simply went out for hundreds of customers one clear, windless night around 2am and it wasnt back on til afternoon.There was no explanation. I threw away hundreds of dollars in freshly purchased groceries. We received 0 communication from liberty. I asked if I could get some kind of credit to compensate for the groceries Id had to throw out and they told me basically to kick rocks or fill out a form but that theyd probably deny it.This happened again after a storm in April or May 2025. Another 12 hour outage. No credits. Outage map barely works.And it happened again today. Less than 2 minutes into a thunderstorm with wind, and we lost power for over 3 hours.The least they could do is release the deposit of $400 I paid, but because I havent gone 12 consecutive months without a late payment (Ive never had a shut off!), they wont release it even after 8 years.If Im going to pay THIS MUCH, I shouldnt need supplemental power sources if it gets windy or rainy.I dont even leave my house if theres anything in the forecast now; I feel my house isnt safe.

  Customer Answer

  Date: 06/30/2025

  I wasnt able to include all of this in my last complaint so - After a storm, a neighbors tree broke and a piece fell on the power line going into the power line mast in my roof. This damaged my mast. I called the power company and they sent some tree services out. They spent 4 hours in my back yard cutting my neighbors tree, which fell in my yard. The company left HUGE tree limbs all over my back yard that I have to pay to have hauled off now. They brought a wood chipper with them, and didnt even bother using it, just cut the pieces up and left. And guess what - liberty also wont do anything about the damaged mast in my roof that connects to my meter. So Im out the financial cost for that repair, as well as the $200 to have this tree debris hauled off.

  Business Response

  Date: 06/30/2025

  As a public utility, we are regulated by the ***********************************We may not provide customer-specific information in a public setting. Consumer complaints may be filed with the **********************************.

• Initial Complaint

  Date:05/13/2025

  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.

  They are overcharging and stealing from the customers and I don't mean just a little bit it's outrageous amounts. We just went through a tornado on April 29th and was without electricity for 3 days and Liberty is stating that they are showing that our area was not in and outage and can not provide proof for us customers who need it for insurance claims, work, DFS, Etc. There is an open investigation on Liberty Utilities for this exact reason.

  Business Response

  Date: 05/19/2025

  As a public utility, we are regulated by the ***********************************We may not provide customer-specific information in a public setting. Consumer complaints may be filed with the **********************************.

  Customer Answer

  Date: 05/20/2025

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

• Initial Complaint

  Date:05/08/2025

  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.

  We had a pole and meter loop put in at our barn. It was ******. We waited and waited for them to come place a meter to start using the electric. We just happen to have a neighbor that had come by that works for Liberty. When we asked how long it usually takes for them to come place meter. They informed me that we had to get on the list and it was another charge. After calling liberty they informed us it was going to be another ****** to come place a meter. We called New Mac electric and they charge a total of 750 every thing. So Liberty is charging us nearly double. I would like my meter placed at no extra cost.

  Business Response

  Date: 05/19/2025

  As a public utility, we are regulated by the ***********************************We may not provide customer-specific information in a public setting. Consumer complaints may be filed with the **********************************.

• Initial Complaint

  Date:04/24/2025

  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 not received an electric bill in 6 months.I contacted liberty utilities in order to get a bill and previous bills for my ********** has been 3 weeks and I have not received a bill or the information that I requested.

  Business Response

  Date: 04/25/2025

  As a public utility, we are regulated by the ***********************************We may not provide customer-specific information in a public setting. Consumer complaints may be filed with the **********************************.

• Initial Complaint

  Date:04/03/2025

  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.

  My mom has the same sized house as mine and her bill is never over $400. I have a bill over $974 and I only have electric. I am a homebuilder and I know how to build a house efficiently. I would like a billing adjustment.

  Business Response

  Date: 04/08/2025

  As a public utility, we are regulated by the ***********************************We may not provide customer-specific information in a public setting. Consumer complaints may be filed with the **********************************.

• Initial Complaint

  Date:04/01/2025

  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.

  Im filing this complaint for my elderly mother ***** ****** who lives in ********* **. She had not reviewed a bill for about 2 months and spoke to at least 2 different customer service staff during that time because she was so worried about paying her bill. One person told her to send approx. $85 but later they said they never received the check and told her to pay for a stop payment on the check and send another one. Later she gets a letter stating the original check had been returned and this upset my mother very much. Another staff told her she needed to send approx. $20 to close a 2nd account she somehow had that only had my deceased fathers name on it and that this would settle everything. On both calls she was told they everything was settled despite getting above mentioned letter and no bills. She finally was relieved to get a bill for April 2025 (she hadnt received one since Dec. 2024) only to see an owed amount of over $800.00. My mother barely owes that in a years time. They claim in Jan and Feb 2025 that her bill was $700, which seems impossible for her. This has been very upsetting for my mother and I feel we cannot trust or rely on Libertys service. I plan to address our complaints with the company if my mother is unable to get good answers from them. Im afraid my elderly mother will just want to pay the inflated bill instead of dealing with the stress. I plan to complain for her and try to get answers for her but Im convinced this will continue to happen since I have learned that Liberty is already being investigated due to so many complaints in other counties. I want to protect my mother and make this right, I hope you can help me find answers and resolve this matter.

  Business Response

  Date: 04/02/2025

  As a public utility, we are regulated by the ***********************************We may not provide customer-specific information in a public setting. Consumer complaints may be filed with the **********************************.

• Initial Complaint

  Date:03/31/2025

  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.

  In October 2024, my 93-year-old mother who resides in *******, ** received a water bill exceeding $1,400. She is a widow who lives in a small house. Liberty utilities said she had been billed incorrectly and would send a refund check. This has not happened. My mother had paid the bill because "she always pays her bills."After Mom called the corporate office about this bill, the representative noted that the account was still listed in the name of my father (deceased) and said that a new account would have to be made in my mother's name. Our local representative (with whom we have met numerous times) suggested that mom NOT do automatic withdrawal from her checking account for this new utility account until we are sure the billing is correct. So now in January, February, March 2025, Liberty has taken payment out of the checking account stating it is for my (deceased) father's account/monthly bill. At the same time, my mother (at the same billing address) is receiving Liberty bills via ****. So Liberty has been taking money for an account that they say they closed (my deceased father's former account) as well as accepting my mother's checks. I am a Liberty customer myself and could tell additional stories of their poor system of billing and their lack of customer service. It seems we are up against a monopoly. How else are we supposed to get water and electric for our home? We have no other options as long as we live in this part of *******. It just doesn't seem right.

  Business Response

  Date: 04/01/2025

  As a public utility, we are regulated by the ***********************************We may not provide customer-specific information in a public setting. Consumer complaints may be filed with the ***********************************
  

• Initial Complaint

  Date:03/31/2025

  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.

  Water Leak In my front yard there was water permeating out of the ground by the water meter..I called numerous times starting back in December asking if someone could come out and take a look. I never received a call back nor did anyone knock on the front door to address my concerns.I called back on 3/3/2025 (fourth call) and was then informed that the leak was on my side. Not once did anyone call or come by to let me know that it was my responsibility.I called a plumber to come out the next day to get it repaired. He then informed me that it was not on my side but the utility side. I then called back and asked if they could send someone out to take a look at the leak since the plumber had it opened up. They did send a guy out, however when he got out of his truck, asked the plumber if he needed a coupler and then got back in and left. Not once did he go and take a look at the leak, nor did he go to the house and try and make contact with us. Now I am out $350.00. The plumber told us that a **** fitting was not installed correctly and created a pinhole in the water pipe.I do have pictures and video of the leak along with the repair.I have called 4 times requesting to speak to a supervisor ... At first, they tried to refuse our request and handle our complaint ...Then I am put on hold for an extended period for them to come back and say that a supervisor is not available. They then send me to a voice mail for me to leave a message. I still have not received a call back. My neighbor that lives at ************************* called last week regarding her leak and they are out today fixing it. Why is that????

  Business Response

  Date: 04/01/2025

  As a public utility, we are regulated by the ***********************************We may not provide customer-specific information in a public setting. Consumer complaints may be filed with the **********************************.

  Customer Answer

  Date: 04/02/2025

  Complaint: 23139228
  
  I have reviewed the business' response and am rejecting it because:
  
  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:03/10/2025

  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.

  For about a year they have been sending me my bill 3 month late and I called to have them fix it and then it went back to coming late, every two months. I also had another issue with them double charging me and it&#**;s been months and I have called multiple times and they give me the run around saying they put in tickets to get it fixed but every time I call for an update they say the ticket was put in wrong and they need to to put in a new one and it&#**;s been 6-7 months since they double charged and i&#**;m waiting for a refund.

  Business Response

  Date: 03/10/2025

  As a public utility, we are regulated by the ***********************************We may not provide customer-specific information in a public setting. Consumer complaints may be filed with the **********************************.

• Initial Complaint

  Date:03/07/2025

  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.

  I am a Liberty customer and have been for years. I recently moved from one property to another and received my first bill. For the 15 days I was billed I was billed a total of $476.45. $21.29 in electric charges and the rest for a deposit I wasn't told I would have. When I asked how the deposit was calculated I was told it's based off usage of prior tenant. What?! How?! How is this fair?! I don't know these people. How can you base a deposit for me off someone else? This makes absolutely no sense to me what so ever. The representative wasn't helpful at al in resolution of my issue. Just told me to call back when I have the money, seriously? I'm all about paying a deposit BUT not based off someone else's usage. C'mon Liberty.

  Business Response

  Date: 03/07/2025

  As a public utility, we are regulated by the ***********************************We may not provide customer-specific information in a public setting. Consumer complaints may be filed with the **********************************.