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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/16/2024

      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.
      Since September 2023, I and individuals within the subdivision I live in have not received our monthly gas/sewer in due fashion. I and others were informed that they acquired the company Empire and they are having billing system issues with a new system. I kept checking the website and finally got an amount due in ******* 2024 of over $300 (they combined all the months missed). Then I just received my next bill that was for ******* to March that was over $200. I believe that they should have never switched over to the new system that is having this much of a problem. I worry about those individuals within the subdivision that are retired and on a fixed income to receive bill much later (there was a report of a $700 bill). If the company can not produce monthly bills as agreed, then the consumers should be compensated due to their failure to handle the situation responsible.

      Business Response

      Date: 04/17/2024

      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: 04/17/2024

      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.

      Sincerely,

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

    • Initial Complaint

      Date:04/01/2024

      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.
      About 7 months ago, we got a notice from Liberty Utilities that they were redoing their billing system and that our due dates would be switched from the middle of the month to the 3rd. Since then, the billing at Liberty has been completely messed up. I personally, truly believe that I double paid in October. I have called Liberty multiple times and they have explained it to me, but it still doesn't make sense. According to my records, I paid twice in October. Liberty claims that that is because the due date switched. However, it's been months and our due dates have still not switched to the 3rd. If our due dates did indeed switch to the 3rd in October/November, that explanation would make sense. However, since our due dates never actually switched to the 3rd, they can't explain to me why I was double billed in October. That is not the only issue I've experienced. Some months, it shows that I have a credit, then the next time I log in to my account, the credit is gone. It has been a complete mess and nothing is tracking with monthly coverages and when those bills should be due. Others in my area have had even more issues. Some have received no bills for months, just to get hit with three different bills, all due in the same month. Some have said that they show a credit in their account and then ********************** has shut off their utlitiesbecause they didn't make a payment. They didn't make a payment because their account showed that they had a credit. Others have automatic payments and Liberty has withdrawn multiple amounts in a given month. It truly is like Liberty is charging and doing whatever they want and not giving us a true explanation of why that is happening or why we're paying what we're paying. I think this needs to be looked into by a higher authority because we're not getting answers from Liberty Utilities and we are still expected to pay bills whenever they decide to send them out. Thank you in advance!

      Business Response

      Date: 04/02/2024

      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:03/08/2024

      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.
      Did not recieve a bill from liberty utilities for 4 months, continued to be told i did not have a balance. When i moved and called to have the gas shut off i then received a $350 bill

      Business Response

      Date: 03/11/2024

      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:03/08/2024

      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.
      Residents that live in ***************** are receiving multiple gas bills per month. Some are not receiving any and are being told they have no balance due then 3 bills will show up all at once due all on the same day.

      Business Response

      Date: 03/11/2024

      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:03/04/2024

      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.
      For the last 6 months the company has failed to credit my account for the payments that have been made. Every month for the last 6 months they have sent me bills stating that I owe more than I actually do. I spike with a representative on December 19th and was told that I have a credit on my account and I also received a letter stating the same. That credit has not yet been credited to my account. The company failed to send me my bill in February and is now stating that I owe over 271.64...I have called them several times in the last several months to get this issue taken care of and I have gotten nowhere.

      Business Response

      Date: 03/05/2024

      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: 03/13/2024

      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.

      Sincerely,

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

    • Initial Complaint

      Date:02/09/2024

      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.
      As you can see from the attached files, this also happened last year. I go all year below or near $50-60. Then right at the end of the year it jumps astronomically. Last year I filed a report with the ************************** and also explained how we don't have a choice. The majority of local services companies are chosen for us by the city/county so they essentially have monopolies -- no competitors so they can do whatever they want and there's nothing we can do about it; consumers have NO options. This year even my bank bill-pay flagged the Liberty account because of the giant leap from one month to the next. When my bank emailed me about it, I sent Liberty an email requesting someone come reread the meter. No response/acknowledgement. Almost two weeks later when I got the paper bill, I called with the same request. The rude representative basically said "it's winter, bills go up" and would not send anyone out. I paid the bill of course; I don't have a choice as it IS winter and I need heat. I waited to file this until I got the most recent bill which, again, is back down to around $60. You look at the temperature readings I attached from NOAA's website and it's plain to see the temperatures experienced does NOT warrant that radical increase; in fact, they're not that much different from this most recent month's bill where it dropped back down extremely. I requested the *** investigate the entire company last year and got nothing except a phone call from the utility - a waste of time and breath. At this point I honestly think not only the company's billing practices should be investigated but also the relationship of the city/county with the utility should be investigated as well. How is it ok for citizens to not have a choice for their utilities? And for reference, I've lived in the same house over 10 years (and also grew up here) and the gas bill NEVER even came close to these crazy amounts the last 2 years.

      Business Response

      Date: 03/05/2024

      Good morning,
      Looking at this customers account, the usage has been very consistent over the last 2 years. The customers bills do go up in the winter, which is expected due to use of the heat. Also we have had some rate changes throughout the years which is quite normal for fluctuation.

      Customer Answer

      Date: 03/09/2024

      Complaint: 21271531

      I am rejecting this response because: This is the company's standard response. It was their same response when this issue occurred the previous year also. Of course heating bills go up in the winter time; that's only common sense. Price fluctuation had nothing to do with my complaint. I would like the ***** explained to me. They measure in units of CCF. July - Dec 2023 I was billed for 11, 8, 11, 19, 45 ccf respectfully. Notice the increase starting in November where it almost doubled the usage from the month before (11 to 19). Then from 19 to 45 ccf used in December. Then for ******* it jumps to 155 ccf? How is that even possible in  a house less than 1300 square feet, short of opening all my windows and doors and leaving the heat running? Then it falls all the way back down to 45 ccf again the following month? And this happened the year before as well. It just cannot be accurate if even possible. 

      If I were the only one this happens to, I'd think maybe I had a leak somewhere. Or you'd think the gas company might have that concern instead of using their standard "bills go up in winter". But I am NOT the only one. I sent a list of over 50 names last year, all from my area  that had the same issue of their usage making a gigantic jump one month then right back down to the previous usage. 

      If this isn't suspect enough, also bear in mind that residents have no alternatives except to accept what they say. Liberty is the only option available to residents of ********, **. Don't know how THAT is even possible as I thought monopolies were against the law. As it stands, Liberty has no incentive to even CHECK to see if any given meter isn't read correctly. They have no incentive to try to remain competitive - There Is NO Competition.



      Sincerely,

      ***** Love

    • Initial Complaint

      Date:01/14/2024

      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.
      They keep billing me for gas *******s that I'm not using. My furnace has not worked in over a year and I have a electric water heater. My bill is over 600.00(w late fees etc). Not only is this harassment but if I try to get gas *******s in the future, if I move, I will have to pay this so called bill on top of the fees that you have to pay to connect *******s. I have written two letters now and informed them that I have not been using gas for some time now. So how can they send me a bill for something I don't use???? I want them to stop sending me bills and shut off notices for a ******* that is not being used! Also to put my account as paid in full and close it. I stopped paying them when I realized nothing we use is hooked up to the gas meter. Thank you

      Business Response

      Date: 01/15/2024

      As
      a ****** utility, we are regulated by the ******** ****** ******* **********.
      We may not provide customer-specific information in a ****** setting. Consumer
      complaints may be filed with the ******** ****** ******* **********. If the customer would like to disconnect gas *******, she does need to request that by calling ************. We need to confirm that we are speaking with the customer of record before issuing a ******* order. 

    • Initial Complaint

      Date:12/31/2023

      Type:Service or Repair 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.
      My electric is out, which is causing my gas to go out, which means I have no heat in my house. When I called the number for customer care to report an outage, there's no one to pick up for an emergency. It is currently 29° outside, I can easily go somewhere else for heat, but I have a rabbit that is not easy to move. I need my electricity back, that's why I pay the bills for. I need someone to come out and fix whatever got broke. It is too cold for me to be able to just leave it until Tuesday.

      Business Response

      Date: 01/02/2024

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

      Customer Answer

      Date: 01/04/2024

      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.



      Sincerely,



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

    • Initial Complaint

      Date:12/21/2023

      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.
      Have attempted to pay bill online and via companies automated payment system. Neither of which has proven successful. Received a shutoff notice because Liberty Utilities payment service has not worked. Finally got through to speak with a representative to pay the outstanding bill. After going through automated prompts, hold time, and speaking with the representative for a total of 4 minutes, the representative hung up the call without fixing the issue

      Business Response

      Date: 12/22/2023

      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:11/18/2023

      Type:Sales and Advertising 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 wants me to pay an outrages deposit due to a bill that the past tenant/landlord owes. They are basically taking it out on me for money that he owes them. I have never had a bill in the past nor so I now with this company and they are trying to make me pay them *****. They said it's an estimate of that they highest bills are. THIS KS NOT FAIR NOR SHOULD I BE BEING DISCRIMINATED AGAINST CAUSE SOMEONE ELSE REFUSED TO PAY THEIR BILL.

      Business Response

      Date: 11/21/2023

      ************** originally filed a complaint with our ************************* on this matter. He was a tenant residing at the location for a number of years, and service was disconnected for non-payment in another persons name. When he applied for service he was required to submit proof of prior residency, a lease, and any supporting documentation that these charges accrued were not his. He stated he had been living there for a number of years, and the service was supposed to be paid by the landlord. It was detrmined that a deposit would be required to establish service. Deposits are based entirely on consumption history at that location. He was offered some assistance, such as contacting agencies that could help pay the deposit and setting up an installment plan for his deposit. The case was closed with our public service commission upon ************** stating that he is no longer residing at the address he was applying for service. He stated he has vacated, and if anyone attempts to put the service in his name it is a scam. He advised that if he needed service in the future, he will contact us, but it would not be for service at the address he was applying for. We encourage ************** to contact us if he is still looking to secure service. Our customer service number is **************, and we are open Monday through Friday from 8am - 4:30pm, excluding holidays defined on our website. Thank you. 

    Liberty Utilities is NOT a BBB Accredited Business.

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