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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:11/14/2023

      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.
      I called Liberty Utilities on May 4 (Phone records) on their Emergency phone number ************** to tell them that there was a water leak at the water meter but I didn't know which side of the meter it was. No one came out to look at it that I am aware of. I called them again, this time on their regular number ************* on May 20, (Phone records) to see if anyone had come by when I wasn't home and no one had and I told them about the leak again and they said they would get someone out to look at it.I spent most of the next 2 months away from home and never heard back from them. Around July ***** I called again from my company cell phone to see if anyone had ever come by. My company cell is an Iphone so it doesn't go back that far to tell me what number I called. That afternoon someone did actually come and looked at it and told me that the leak was on the customer side of the water meter. My son and I fixed the leak on July 26 and I have the pictures that I took to send to my Landlord to prove the date. It was fixed and no longer leaking as of that date.I received my bill and saw that it had gone up by more than $800. After I got home from a trip I opened my mail and saw this so I called Liberty utilities to see if they could give me a break on the cost since they didn't send anyone out to look at it in May and it leaked until July 26. I called the (844) number on October 5 and talked to **** and he said that the earliest record they had of any thing is on August 4(?) they sent a technician out to look for a leak and didn't see one and they didn't have any records of any of my calls until that day. I gave him several different phone numbers to check to see about the July call and I gave him the info about the calls in May. He said he would call me back on Nov 7 to let me know what they found out. I called again today and talked to ******* and told her the exact same stuff I to **** because she said he didn't write anything down about our conversation. I hav

      Business Response

      Date: 11/28/2023

      Good morning, after an extensive review of ********************** account, it has been determined that an emergency notification was sent to Liberty on May 22, 2023.  This notification does indicate that there was a leak, and the location has not been location. I did research all calls from ******************, and there are no discrepancies on the dates in question where he indicated he had called in.  This was a very unfortunate situation.  As a company we were transitioning into a new system which caused portions of his request to be missed.   We are very sorry for the inconvenience that has caused. 

      As After my review of this account, we have made the following adjustments:

      Billing will adjust the following billing statements from May 22nd, thru June 22nd thru July 26th to ensure accuracy of billing.  After the adjustment have been completed, I will request a refund of money that was generated due to the leak.  This could take 48 hours before all adjustment show up.    Once the amount has been confirmed, I will contact ****************** to let him know the amount of the refund and also answer any questions he may have.

      If you need additional information, please do not hesitate to contact me. 

      Best regards,

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

      Liberty Utilities, Supervisor II, 

      C:************ E: ******************************************************

       

       

    • Initial Complaint

      Date:11/07/2023

      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.
      On 10/11/2023 which my gas bill was due from the prior month (Sept) and this billing cycle was 09/25/2023 - 10/16/2023 I paid that. So, they sent me a bill that was due on 11/03/2023 and its billing cycle was 09/01/2023 to 09/28/2023. Now the third bill I received today, its billing cycle is from 09/29/2023-10/20/2023 in the amount of $67.08 and they want that paid on 11/22/2023. I have already paid the Sept bill and the October. They continue to send me bills for Sept and I have already paid that. They are trying to bill me for dates that the billing cycle has not even completed yet. I would like a billing cycle to reflect the correct months and the correct billing amount.

      Business Response

      Date: 01/30/2024

      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: 02/07/2024

      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:10/30/2023

      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.
      I got a gas bill from liberty utilities on 9/22/23. Bill date was 10/16/23 for $34.84. I paid it. I get another gas bill 10/13/23 for $69.65. I call them they said they switched to a new system they go back 2 months and they was trying to get caught up on our bills? Whatever that even means? So all I was left to owe was around $34.84. So that was fine. So then I asked, so I shouldn't receive another bill until December then, correct, since I just paid the past 2 months. She said yes correct. So I call this morning 10/29/23 and I have a bill for 73$ and some change. I paid the remainder of the past 2 months. But now they are saing I owe them another $35.26. They are doing this to everyone not just me. I've talked to friends and family they are doing it to everyone. I want to know why I'm paying over a 100 dollar gas bill for summer months when all I run is a hot water heater in a tiny house. And only me living here. I was lied to on the phone you can listen to the recording even. There needs to be something done about this. Thank you!! My old acct # was *******-******** they switched to a new system new acct # is ************

      Business Response

      Date: 11/01/2023

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

    • Initial Complaint

      Date:10/02/2023

      Type:Customer Service 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 received a letter 3 days ago it says they have not read my water meter for 4 months and will give me options on how to pay what I owe them.  I called this morning and I was told that they could not tell me why they had not read my water meter for months.That is unsatisfactory.  They pay people to read our meters and we have a right to know why they are not being read. They should not be allowed to tell us that its privileged information to know the reason.  I asked for Corporate and she said they are not authorized to give out their phone number. I asked her for a supervisor and she told me that the customer service representatives is to deal with customers not supervisors.  This is also unsatisfactory. Also, when they have a boil order in effect they do not call or email us or contact us in anyway to inform us instead they put little white signs on the side of the road and expect us to read them when we go out.   This is a health hazard. Vegetation grows over the signs in the summer too so many times they are not even visible to read.

      Business Response

      Date: 10/02/2023

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

      Customer Answer

      Date: 10/05/2023

      Complaint: 20684173

      I am rejecting this response because:
      Liberty Utilities, in ALL cases where I have tried to contact management, refuses to provide me with a management contact number. I will contact the ********************************** concerning this matter seeing that Liberty considers my correspondence with your organization public.




      Sincerely,

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

      Customer Answer

      Date: 10/06/2023

      All the issues I had with the business has been resolved. 

    • Initial Complaint

      Date:09/22/2023

      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 paid 200.00 on Aug 8 2023 with my debit card it was approved by my bank. Than liberty rejected it bc it was supposed to be paid with cash or money order. I have email them a bank statement with the deduction.They won't return calls or return my money.

      Customer Answer

      Date: 09/23/2023

      Here is a screen shot of the deduction. Please let me know if you don't receive it. Please

      Business Response

      Date: 09/25/2023

      We are a
      regulated utility. The correct recourse for customer complaints is to file with
      the Missouri Public Service Commission.

    • Initial Complaint

      Date:09/13/2023

      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 started with an average payment plan with Liberty. I started this because I was having trouble paying because I am disabled. So I started an average payment plan paying the same amount every month and soon I could manage without ******** ********* help. I paid 100 per month for a year and I pay the same amount regardless of my usage.  The overages go into the Status Account so I pay a certain amount every month, but the overage goes into the Status Account. In Jan 2022 they take the status amount that's left which is always money owed
      then they divide it by 12 and readjust the amount each year in order to pay the money that is left over from the year before which made sense at first.  So it was 131 dollars every month. Now however I began to notice discrepancies in my billing statements. In 2022 I actually paid and what I was charged and saw the numbers were not right so I called and they readjusted the payment from 131 dollars to 115 dollars a month for 2022 and they did it again for 2023  but now my bill went from 116 dollars to 229 dollars a month with the same usage for this year.  They never adjusted the first mistake they made the year before. So now they have added an additional 59 dollars to my bill this year raising my payment to almost 300 dollars a month.  The amount in the  Status Account  continues to fluctuate. My bill has never been over 200 dollars a month. This is a rip off the way its set up I will never be paying a reasonable amount while paying the bill enrolled in this program.  After further research I noticed the discrepancies in the payment plan and the deceptive billing practices include within it, under the guise of  being an affordable payment plan.  I  want out of this program immediately and want to pay my bill monthly as a regular customer under a standard monthly bill. Also, one of the representatives I spoke with disrespected my wife and questioned whether she had paid the bill at all, which was completely inappropriate especially since I am the account owner. 

      Business Response

      Date: 09/13/2023

      We are a
      regulated utility. The correct recourse for customer complaints is to file with
      the Missouri Public Service Commission.

    • Initial Complaint

      Date:08/31/2023

      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 shut off my service at the beginning of the August heatwave on the 18th if August, 2023. I feel this violated a mandate that prevented this from happening during the hottest months of the summer. I had to go without cooking throughout the heatwave until I could put my entire 2 week paycheck toward getting turned back on. Their rates are astronomical and shutting off during the hottest part it the summer may be against the law .

      Business Response

      Date: 09/25/2023

      We are a
      regulated utility. The correct recourse for customer complaints is to file with
      the Missouri Public Service Commission.

    • Initial Complaint

      Date:08/29/2023

      Type:Product 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.
      I applied for *************** in December of last year. On May 26 2023 I was given a credit of $450.00 from southern ** Services. They issued Check number **** On May 26 2023 to Liberty Utilities in the amount of $6050.00. This check is for multiple people who applied for assistance including myself. I have never received any credit on my bill from liberty utilities. I have called liberty several times with promises of a call back from them with no call ever returned. Now I am left on hold for 20 minutes until the call disconnects. I have contacted Southern ************* Services. I spoke with ****** at ************ who tells me she has emailed them several times with no reply. She also said Liberty Utilities has not cashed any of Southern ** Services checks from May and June of this year. Any help will be appreciated.

      Customer Answer

      Date: 09/21/2023

      Liberty utilities has been in touch with me on 9-19-2023. They claim the check was lost in the mail and they have been in contact with the issuer of the check to get another check mailed to them. They will call me when they receive the check. Hopefully this will be resolved soon. Thanks to the BBB for their help. If you hadn't been involved who knows when this would have been resolved. thank you

    • Initial Complaint

      Date:08/17/2023

      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.

      I am not aware of this account. I have reached out to LIBERTY UTILITIES to have this account removed from my file and they are always saying the same excuse, which is no longer acceptable. I have filed this as an outcome of Identity Theft. Regardless of all actions done on my end, there was no action from LIBERTY UTILITIES . Thus, I am reaching out to seek assistance to have LIBERTY UTILITIES confirm that I have no account with them and that the Credit Bureaus can simply remove it from my credit report.
      (Original Creditor: LIBERTY UTILITI) ********************  Date Opened: 12/01/2019 Balance: $326.00

      LIBERTY UTILITIES
      **** * **** **
      Jackson MO, 63755

      Business Response

      Date: 09/01/2023

       I have received the
      complaint from *** ***** regarding the balance owing in his name.  There is a total balance of $326.74 owing
      from *** ***** ****** *** *** ****** **  *****.  The natural gas services
      were in *** *****’s name from 11/30/2018 through 9/24/2019.  This balance is currently in collections with
      ********** ********** *****y. 

          We do not have a record of *** *****
      contacting us directly regarding this balance. 
      However, according to our account records, we spoke to *** *****
      multiple times while the account was active and set up payment arrangements as
      requested.  Please see enclosed account
      correspondence and payment arrangement history along with a summary of the
      account. 
          
      To dispute this balance, the customer will need to file a police report with
      the local police department as well as launch an investigation with the Federal
      Trade Commission at Federal Trade Commission |
      Protecting America's Consumers (ftc.gov). 
      They will be able to assist in locating and prosecuting the source of
      any fraud. 

      Please let us know if we are able to provide anything to further assist with
      this matter.  

    • Initial Complaint

      Date:08/02/2023

      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 noticed a discrepancy on my bill for 6/18/23 to 7/17/23. I have solar panels and I monitor their production. The numbers that I am provided by my system does not match any of your latest bills.

      Between 6/18/23 and 7/17/23, I used 537 KWh and you received 1223 KWh. But my system produced 1.91 MWh. That is a difference 687 KWh.

      Between 5/15/23 and 6/18/23, I used 567 KWh and you received 1559KWh. My system reports 2.14 MWh. That is a difference of 581 KWh.

      Between 4/16/23 and 5/15/23, I used 471 KWh and you received 1378 KWh. My system reports 1.77 MWh. That is a difference of 392 KWh.

      Between 3/17/23 and 4/16/23 ( why is 4/16 twice??), I used 470 KWh and you received 1381 KWh. My system reports 1.75 MWh. That is a difference of 369 KWh.

      Between 2/17/23 and 3/17/23 ( again duplicating end dates), I used 521 KWh and you received 795 KWh. My system reports 1.04 MWh. That is a difference of 245 KWh.

      That is a total of 2301 KWh that is unaccounted for. So my question is, where did that power go? Can someone explain this to me please?

      I am also posting this on the BBB website for accountability.

      Business Response

      Date: 08/03/2023

      The correct recourse for the customer is to contact the company with their complaint.
      If the customer is not satisfied with the result of the investigation, then the
      next step is to file with the Missouri Public Service Commission. We are a
      regulated utility.

    Liberty Utilities is NOT a BBB Accredited Business.

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