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Business Profile

Electric Companies

Liberty Utilities

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Companies.

Complaints

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

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Liberty Utilities has 6 locations, listed below.

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    Customer Complaints Summary

    • 83 total complaints in the last 3 years.
    • 46 complaints closed in the last 12 months.

    If you've experienced an issue

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/19/2025

      Type:Billing Issues
      Status:
      Answered
      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 January 2024-March 2024, I did not receive a gas (utility bill) from the company, nor did it say I owed anything. I tried contacting them multiple times about my account but got no response. This was the time when they changed their computer system and everyone's account numbers. When I finally did get a response, Liberty told me I would have to pay for the months they didn't charge me, plus my regular bill. They gave me a payment arrangement, but I believe I nor any of their other customers should have to pay for the company's mistake.

      Business Response

      Date: 02/19/2025

      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:02/10/2025

      Type:Billing Issues
      Status:
      Answered
      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 not provided me with an online platform that shows my previous billing history and payments made to them. Due to their inefficient system my automatic payment is not coming out and therefore puts my account into a late balance and I was being charged late fees. I call them every month to make sure the payment is set up or to get the account balance paid. I began to notice that different payment plan options were changing. Somehow we were kicked out of the budget plan with no explanation and missing payment records. We were paying triple what we usually pay until getting on a budget billing plan again which was averaged at a much higher price. The bills have been confusing and it appears that we are being overcharged but it is hard to tell due to the missing pieces on their end. Today I was informed that they missed a payment in December but my bank account shows the payment was withdrawn. They asked that I send them my bank statement as proof, and I did. I feel uncomfortable sharing this personal information with them after the mistakes they have been making. I have put in a request to have a supervisor call me numerous times. They were not putting in the requests and when someone did I received one phone call while I was at work and could not answer and I received no further attempts for communication from them. I am trying to keep our bills up to date and paid on time but due to their system it doesnt work. I always call to make sure our payments are up to date and get very little feedback as to why the system isnt working or what they can do to fix it, etc. I want to be sure this payment for December 2nd 2024 is recorded and brought up to date on their end, as we do not have an outstanding payment like they are saying.

      Business Response

      Date: 02/27/2025

      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: 02/28/2025

      Complaint: 22923827

      I have reviewed the business' response and am rejecting it because: while Liberty Utilities may be regulated that does not exempt them from meeting my original terms of settling my bill in the appropriate manner. 



      Sincerely,

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

    • Initial Complaint

      Date:01/27/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      This address is owned by our corporation, **************************** It has been leased to *************** for over 10 years. They recently Vacated the building, and we have been unable to switch gas service into our name. I have called four different times in the last six weeks, receiving ticket numbers that prove worthless when I call the next time. I am repeatedly told that the business department is Behind and that I should receive a call within a week to set up service and billing. It is winter and we are at the mercy of our previous lessors to keep the gas service on in their name so that the water pipes will not freeze.Utilities are a monopoly, and we have no choice as to who we do business with.Liberty Utilities service processes are unbelievably Unsustainable!

      Business Response

      Date: 01/28/2025

      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:01/22/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 the CEO of *************, with an office in *******. Liberty Utilities is our Utility Provider. I have reached out to them multiple times (cant talk to anyone) 12/4, 1/15, and 1/22 with no reply. They make us provide a letter of credit annually which costs me money and time. Our credit rating is superior and weve never, in 60 years of doing business, missed any kind of payment for anything. I dont feel I need to continue doing this and I want to talk to someone to discuss this. Nobody will contact me. I began this odyssey 7 weeks ago. ******** customer service.

      Business Response

      Date: 01/23/2025

      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:01/06/2025

      Type:Billing Issues
      Status:
      Answered
      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 July 25, 2024, I moved from my apartment in ****************, ********, to The Terraces at ***********, *******. I called Liberty Utilities, my electric provider in *****, to disconnect my service at ****************, and to settle my final bill. I called the correct number, spoke with a Liberty agent, set up a disconnection date for the end of July, and asked for a final amount. He said it was $216.36, and I paid it over the phone call with him, giving him my banking information. To summarize the following events, I was told two months later, by a Liberty billing person calling me, that my payment of $216.36 was received by Liberty and then "returned" by notation in Liberty's records. My bank, ******, told me the money was not 'returned' - that the payment of $216.36 went through, but the receiving company was listed as '*******'. I have NEVER had an account with Xfinity. I spoke with several Liberty billing personnel in subsequent weeks, who admitted Liberty had been cyber-attacked and payments stolen from within their system. A Liberty supervisor told me to report the theft to the police (I did- to Nixa PD) and to the *** (I did) and to change my bank account, since the cyber-criminals had my bank account number. I went to ******, cancelled my bank account and started a new checking account with ******. ****** also launched a fraud investigation into the ******* theft from my account. Arvest, per letter to me dated Dec. 23, 2024, stated they had concluded their investigation and had permanently restored $216.36 to my new account. **********************, however, has never gotten back to me to tell the results of their investigation, in spite of the fact that I made repeated requests that they keep me informed. And today, Liberty has turned me over to ***, their collection agency. I am furious with Liberty, and demand (1) immediate retraction of the collection account (2) cancellation of any remaining balance on my Liberty acct and (3) FULL APOLOGY IN WRITING.

      Business Response

      Date: 01/07/2025

      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 **********************************.

    • Initial Complaint

      Date:01/05/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 have been trying to get the electric turned on at our new property for the past 4 months or more. We have set up to have someone come out 4 times now, most recently being 01/03/25. No one has ever actually showed up. We are getting extremely frustrated. If we had another choice for electricity we wouldnt waste our time with this company.

      Business Response

      Date: 01/06/2025

      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 *****************************. This address was just connected on 1/3/25.

      Customer Answer

      Date: 01/06/2025

      Complaint: 22770192

      I have reviewed the business' response and am rejecting it because:
      Our pole on the property is not connected. 


      Sincerely,

      ****** ****

    • Initial Complaint

      Date:12/02/2024

      Type:Billing Issues
      Status:
      Answered
      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 were redoing their billing system. I did not receive a bill from May - October. Each time we tried to make a payment over the system it rejected us. When we tried over the phone they would not take the payment. I ended up with a large bill of $1400! I called them today to see what my bill was and still have not received another bill. I called them and they still don&#**;t know what is going on.I don&#**;t feel like I am responsible for the past due amount. I did everything I possibly could to pay them for 5 months and I am still having trouble paying them.

      Business Response

      Date: 12/02/2024

      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:11/21/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 Monday the 18th my sons power went out. I've reported the outage over 30 times since then and nobody has been out to see what's wrong. The Temps have been in the 30s at night. This is ridiculous. He has animals. He's had ro find places to stay because of this

      Business Response

      Date: 11/22/2024

      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:11/21/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      This year has been horrible when it comes to their billing. Liberty will let my bill go for 2 month without billing me. I have called 7 times since the first of October and you can't get past a customer service agent. All they want to do is email someone in billing or give you a ticket number. I found out 2 days ago from one of the customer service **** that a ticket number does nothing. This is what I told the ***: * Well, emailing you people and calling you doesn't seem to help either.* I have not found anything good about this company since they took over Empire Electric. Their billing department, customer service (no matter online or on the phone) and the people they hire to sit in their offices are rude. It is pointless to email customer service because they never get back to you. All I want is my bill from last month to get paid through my checking account because it is almost time for this months bill to susposly be billed to me. The last *** I talked to on 11/19 told me just pay something online and when they get to my billing I will have a credit balance so it will get paid. I said, *NO, because at the beginning of the year Liberty billed someone else's bill onto mine. I want to see the bill I am paying. I can't trust you to bill me correctly so what makes me think you can actually take my money and pay a bill.*

      Business Response

      Date: 11/21/2024

      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: 11/21/2024

      Complaint: 22586141

      I have reviewed the business' response and am rejecting it because:

      They always have some excuse of why they cant talk to you.  I have filed a complaint with that commission for electricity.  Liberty electric is a joke.  All they have to do is just send my bill.  




      Sincerely,

      **** ******

    • Initial Complaint

      Date:11/13/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 September 17, 2024, I received a "Corrected Credit" bill, but since then, all billing for July, August, and September has vanished from my account. I paid all three of those invoices in full and on time, yet I have not received any new bills. I have reached out to the company multiple times without any response. I am now preparing for what I anticipate will be an outrageous bill for several months of utilities. The customer service I have encountered has been unacceptablerude, unhelpful, and often completely unresponsive. This needs to be addressed immediately.

      Business Response

      Date: 11/13/2024

      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 **********************************.

    Liberty Utilities is NOT a BBB Accredited Business.

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