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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:08/28/2024

      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 issue has been going on since Liberty purchased Empire. Not they have changed billing system and the employees has no answers to your questions. You are at their mercy with their answers. I have questioned my bill going on 3 months and I am just told, someone will call you. Went into local office today still no answers and no calls returned. Plus I am 3 months of piled up bills because I am told, just wait to you hear from a rep.. ******* One month skipped getting a bill, then you get 2 and told to wait to pay and now # 3 is on the way. My bill increased from one month to the next by $800.00. They have no explanation but whatever they dream up to tell you. I said, the meter reader is human, could he not read it wrong. Oh yeah but it would correct itself the next month. I am just so exhausted continually dealing with their issues.

      Business Response

      Date: 08/29/2024

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

    • Initial Complaint

      Date:08/27/2024

      Type:Billing Issues
      Status:
      Resolved
      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 presented Liberty utilities with bank statements and transactions of every payment being made since April 2024. They are sending a shut off notice after months of communication from me, bank document retrieval and no return calls from a supervisor.

      Business Response

      Date: 08/29/2024

      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: 08/29/2024

      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.

      Interestingly enough, I was contacted today by a Liberty employee stating they have verified I am up to date with payment.

       Thank you!


      Sincerely,

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

    • Initial Complaint

      Date:08/22/2024

      Type:Billing Issues
      Status:
      Resolved
      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 has been steadily increasing prices outrageously for the past year, unfortunately if this keeps happening we will not be able to afford these services anymore. Below you will see the increases.

      Business Response

      Date: 08/22/2024

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

      Customer Answer

      Date: 08/27/2024

      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. I will be contacting such company.

      Sincerely,

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

    • Initial Complaint

      Date:08/20/2024

      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.
      Despite four phone calls and a letter to the President and Accounts Receivable, ********************** continues to bill me for service at our previous apartment for a period of time after the termination of our lease and leaving the premises. Service was transferred to the apartment complexEmerson Place Aptsas per the instructions of Liberty Customer Service.CS told me that the correction would be made, but I continue receiving bills for the old accounts instead. I have not received a reply to my written complaints or request to be contacted.

      Business Response

      Date: 08/23/2024

      Thank you for reaching out with your concerns. I can confirm that no letter has been received regarding this complaint, nor any calls, based on the information currently available.

      It is a customer of records responsibility to call and close their account not doing so could in fact result in additional billing beyond when you physically leave the premise. Based on our records, you contacted us in April to start services at a new location, and at that time mentioned that you would be calling to close this account. No call to close the account could be found. We have attempted to contact you to discuss further, and inquire as to another phone number you may have called from. Please contact us at your earliest convenience, and we would be more than happy to discuss this matter further with you.

       

      Regards,

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

      Sr. Manager, Customer Care

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

      Customer Answer

      Date: 08/24/2024

      Thank you for your quick action on my behalf in regard to the complaint filed against Liberty Utilities two days ago.

      I am confused and irritated by their reply to your inquiry. Are they saying that I never contacted them about terminating our service at ******************** Apartments? Or, that I have not contacted them in regard to the bills we have received for the 21 ******* St address subsequent to termination of service. 

      The attached PDF documents contain copies and recaps of both written and phone conversations I had with Liberty and ******* Place apartments in regard to this matter.

      I hope that with this information you will agree to continue to communicate with Liberty on our behalf.

      Thanks in advance for what I hope will be your continued help in this matter.

      Sincerely, *******************************

      ************ 

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

    • Initial Complaint

      Date:08/17/2024

      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.
      Being over billed by Liberty Utilites with 3 different bills in the same week of the month of August. All bills have different high amounts owed within 2 weeks or facing shut off. I never been late with bills but cant get answers regarding what I owe and when. First bill was over $400 read 8/8, bill 2 was $470 read 8/12, bill 3 was $843 read on 8/13. All showing owed on Sept 3 2024. Cant get answers from Liberty. Need help.

      Business Response

      Date: 08/19/2024

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

    • Initial Complaint

      Date:08/17/2024

      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.
      Liberty has not issued any bills and keeps giving me. Excuses of why they haven't gotten a bill, and they're saying they're going to charge us for a mistake that they made, but we have not gotten a bill. No vehicle has been out here to check our meter. Nothing, and this has been an ongoing thing for 3 months. I've asked for a bill and I keep giving me excuses and I would love for them to do their job or provide us free service for the month one the months For their mistake, Cause they act like it is our fault that we haven't gotten a bill, even though we've went in person and we've called multiple times all we do is get a excuse and a runaround. Honestly, there's been a lot of people without any bill, and they're trying to charge us for months, they didn't come out and check The meter.Therefore I feel we shouldn't be charged for their mistake! Someone needs to take a stand against them for not doing their job properly. I am very dissatisfied with the company. They've been a nothing but a nuisance from ******** ever since they came here

      Business Response

      Date: 08/19/2024

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

    • Initial Complaint

      Date:08/15/2024

      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.
      Liberty electric here in ********. Charging us for fuel now for there vehicles, charging for a storm from 3 years ago. Charging for an efficiency program and an investment program which you have to apply for and it's 50/50. All these charges without any notice or permission what so ever and no choice that we have to pay it or they disconnect or power.

      Business Response

      Date: 08/16/2024

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

    • Initial Complaint

      Date:08/14/2024

      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.
      Liberty utilities sent a bill for $801.50 that is due August 28th. The last bill was due July 23rd and it was $235.49. The July bill and all other precious months have been paid and were on time. When I called to question the bill I was told that because they changed their billing system, they didnt send a bill for June (even though I have received a bill every month and paid it), so they are charging for 2 months (June and July) and have added no extra time to pay. I understand that utilities are higher in the summer months, but to ask families to pay 2 months, when the utilities are astronomically higher, because they switched their system is not feasible. I was also asked what I keep my thermostat at and I told them 73 degrees. The response was yeah, we recommend 78 degrees in the summer. Also not feasible when allergens are high causing asthmatic issues. Im sure most families cant afford a surprise $800 electric bill and if its not paid they will then face late fees and shut off notices. This was not communicated beforehand or Im sure customers would have looked into alternate options for billing or another service.

      Business Response

      Date: 08/15/2024

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

    • Initial Complaint

      Date:08/07/2024

      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.
      I have called Liberty several to inform them of outages. I continue to experience long outages the most recently was for 21 hours-(5-6-24). I lost my meat in my refrigerator due to lost of power that was $2000. . My bills continue to get higher and higher almost doubt. In March Liberty added in additional charge of 1% on my bill each month. I am dealing with the ***************************

      Business Response

      Date: 08/08/2024

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

      Customer Answer

      Date: 08/08/2024

      Correction to my complaint, it should state that they're charging 1 cent per kilowatt and I did not lose the meat in my freezer but I would have if I had not gone out to purchase a generator and fuel. 

    • Initial Complaint

      Date:08/05/2024

      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.
      We sold our house in October 2024. We called Liberty to notify them the house was sold so they could interrupt the gas supply under my name. They kept the bill under my name that obviously wasnt paid because I wasnt leaving in the house and I wasnt getting the bills. Now they sold the debt to ************** Services Inc.I contacted the new owner asking if they could be the bill because they are leaving in the house and they said Liberty was charging them as well.

      Business Response

      Date: 08/08/2024

      Good morning,

      Upon further investigation, we have confirmed that the customer did not contact ********************** until December 26, 2023 to close this account. During that call, they informed us that the property was sold in October but that they had forgotten to call in and assumed the new owner would have done so. It is the customer's responsibility to notify the utility of changes in responsibility or to close their account, and when the request was communicated in December, the account was closed. A final bill was issued in January of 2024 for use through the date of 12/26/23, no payment has been remitted and the balance remains $484.59 as of this response. No additional bills have been issued to this customer for this address. 

      If you would like to discuss this complaint further, please do not hesitate to contact me directly. 

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

      Sr. Manager, ************** **********************

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

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

      Customer Answer

      Date: 08/08/2024

      Complaint: 22097536

      I have reviewed the business' response and am rejecting it because:
      Once we are not the owners of the house and we are not using it anymore. We shouldnt have any charge with that house. You should charge the new owner. 

      Sincerely,

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

      Business Response

      Date: 08/09/2024

      Good morning,

      While I can certainly understand the frustration, it is a customer's responsibility to notify us of when they would like to close the account. At this time, Liberty would suggest discussing responsibility and remittance of payment with who you view as responsible for the billing during that time period. Unfortunately, this is not a matter that Liberty can get involved with, as we have followed all rules and regulations required in the closing of this account.

      If you would like to discuss further, please do not hesitate to contact me at ************. 

      Thank you,

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

    Liberty Utilities is NOT a BBB Accredited Business.

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