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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:08/01/2024

      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.
      For the last 3 months I have not been receiving a bill for services. I am constantly a month behind on receiving my bills and they cannot tell me why. I&#**;ve been told they have a new billing system but everyone around me is receiving their bills on time except me. They can&#**;t pull me up by account number, phone number, none of my personal information. I just want my billing information to be able to budget for it.

      Business Response

      Date: 08/06/2024

      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:08/01/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Please see complaint attachment

    • Initial Complaint

      Date:07/25/2024

      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.
      I have called for over month several times. To inform them they are charging me for sewer service at the rate $4.77 every month. I shouldn&#**;t be charge because I don&#**;t have a sewer. They told me it was a one time charge. However, I keep getting charge every month differ amounts. My account number is ************.

      Business Response

      Date: 08/26/2024

      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:07/23/2024

      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.
      So Liberty has changed our account numbers for water and **********************. I haven't received my electric bill in months several months. June I tried to make a payment, their system said I owed nothing I had a credit. I paid my water which the prior month again was told I didn't owe for water had a credit. Now it's July. The customer service said I do not have an ********************** account, they've removed my name. Will not give me information. Said I never paid my water bill last month. They have screwed up all records, all billing, now finally getting some access back. They are applying my payment to the wrong accounts, not allowing me access to my accounts, not sending me my bills. This is beyond frustrating, and now I do have bank statements I always pay my bills I have a statement showing where I did pay my water. Now I'm being charged late fees this is unacceptable. I've been so stressed literally shaking!

      Business Response

      Date: 07/23/2024

      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:07/13/2024

      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.
      The company mailed a letter saying we may or may not recieve our statement late for the month. It has been 3 months since we received that letter and we still don't have a bill. I went into the office to see if i could pay and they said they didn't have any billing info and couldn't give me a reason why. They said unfortunately i may receive multiple bills all at once, and that a payment plan could be set up and there would be no penalties. This is not fair to customers. Especially at a time when bills are gonna be higher due to the extreme heat. Also why should we believe the bills will even be correct when they finally come? This is getting ridiculous and out of hand.

      Business Response

      Date: 07/25/2024

      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: 07/31/2024

      Complaint: 21984352

      I have reviewed the business' response and am rejecting it because:
      Apparently BBB is not able to help. So as the *************** replied. I will file a complaint where they said to, and hope i dont get passed on from there. I just want to pay my bill.


      Sincerely,

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

    • Initial Complaint

      Date:06/26/2024

      Type:Product 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 had service with Liberty Utilities (Empire Electric) for 10 years. I paid a $300.00 deposit to establish service. I had my service disconnected in March as I was moving to a different location not serviced by Liberty Utilities. When I disconnected my service I gave them my forwarding address. I waited no check arrived. I called at least 4 more times through to now. I have been given excuses for this amount to be given back to me. I also have given the same PO Box address to them each time. I have been told to wait 4-6 weeks. I have been told the check is coming from *******, ** to wait 4-6 weeks. I have been given a tracking number and my address was not verified to wait another 4-6 weeks. The tracking number from the **** shows status not available and the status update is not available or it could be an incorrect tracking number which I read back to the person on the phone and the represenative said it was correct. I am tired of the run around and them keeping what belongs to me. All my electric bills have been paid in full and there is no excuse for the delay as its now close to going on the fourth month of disappointment.

      Business Response

      Date: 06/27/2024

      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:06/02/2024

      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.
      My wife and I have been customers for 20 years here at the same address. We've never ever had a bill over $325 in all those years. We recently upgraded our furnace/central ac unit ( the old one was 40 years old). Now all of a sudden our last 2 bills have been $420 and now $490! The last one the ** was set at 75* and we were gone a week. And the bill says this is the last of your " winter " bill rates!!!!!!! How does my bill go off the chart after 20+ years . Heck , how do I pay a $500 summer electric bill? Is someone reading the meter or guesstimating it. We have reinsulated, remodeled the kitchen and gone with energy efficient appliances! HOW COME it's $500 for electric??? Something is wrong or they are price gouging!

      Business Response

      Date: 06/03/2024

      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:05/30/2024

      Type:Product 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 (6th) of 2022, I disconnected ALL service with Liberty Electric for the home at ********************************************, as we had sold the home. Without realizing it, I continued to pay Liberty Electric for the street light we had installed. I didn't know there was more than one Electric company. I came upon my overpaying, when Liberty Electric changed their billing statement and saw clearly the ****** address.I contacted Liberty immediately on 4/25/2024. I was told by ***** W that indeed they had made a mistake and owed me a refund. I have called twice since then 04/15/ 2024 and 05/28/2024. I have not received my refund that was to take 7 to 10 days.Please help me recover my money.

      Business Response

      Date: 05/31/2024

      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:04/22/2024

      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.
      I believe that there are many discrepancies in billing. I was given three different amounts for my bill this month, and then charged late fees. I proved that I paid my bill via my bank statements, and the bill was then doubled.

      Business Response

      Date: 04/22/2024

      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.

    • Initial Complaint

      Date:04/18/2024

      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 electric has been nothing but a problem since Ive had to start using them. They have changed their entire system now and in order to get your new account number to pay your bill you have to call in and give them your full name, address, social security, date of birth, drivers license number, maiden name the list goes on. Its never the same question and its highly suspicious. No other electric company has ever needed this information. If you are a day late on your bill they immediately send a turn off notice to your home l, when it is usually there systems fault because something is always wrong with their system.

      Business Response

      Date: 04/19/2024

      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.

    Liberty Utilities is NOT a BBB Accredited Business.

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