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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:07/31/2023

      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 Experian and Transunion Credit Bureaus, and with ACCEPTANCE NOW 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 Experian and Transunion Credit Bureaus. Thus, I am reaching out to seek assistance to have ACCEPTANCE NOW confirm that I have no account with them and that the Experian and Transunion Credit Bureaus can simply remove it from my credit report.

      (Original Creditor: ******* *******) ********************, Date Opened: 12/01/2019, Balance: $326.00
      (Original Creditor: ******* *******) ********************, Date Opened: 12/01/2019, Balance: $326.00

      Business Response

      Date: 08/01/2023

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

    • Initial Complaint

      Date:07/17/2023

      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.
      Have been over charged for a year now for electric an I am not the only person in my town that has been over charged

      Business Response

      Date: 07/17/2023

      We are a
      regulated utility. The correct recourse for customer complaints is to file with
      the ******** ****** ******* **********.

    • Initial Complaint

      Date:04/26/2023

      Type:Billing 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.
      Liberty shut-off my gas and did not follow the required notice protocol. They also would not let me workout a reasonable payment plan before they shut-off the gas. Lastly, Liberty would not work with me on a reasonable plan to turn my gas back on. They wanted me to come-up with almost $600.00 in deposits to turn on it back on. Please help.

    • Initial Complaint

      Date:04/12/2023

      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.
      They combined the water my bill and it has went up 200-300 dollars. I have been in business for 20 years as a salon owner. There has been no explanation to why my bill has increased so suddenly. I am unable to find workers to pay my bill.
      When Liberty took over everyone I know has been having problems with an excessively high bill. I have received many other concerns from other customers experiencing the same type of problem I am having.  I have been a loyal customer and have been unable to pay my bill because of the extreme increase in charges. These charges have been made without any explanation.

      Business Response

      Date: 04/17/2023

      We are a
      regulated utility. The correct recourse for customer complaints is to file with
      the ******** ****** ******* **********.

    • Initial Complaint

      Date:03/22/2023

      Type:Billing 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.
      They had no right doing any of this but This all started in August of 2022 when liberty terminated my gas service but left the gas on gave me an new account number and terminated my old one with out me saying so. I called and called every month after August so I wouldn't have a back bill and all but I feel like I'm getting screwed. They said it was due to my bankruptcy and so I called my bankruptcy lawyer she said that none of my utilities are on there and there is proof so they shouldn't be doing me this way it's wrong but I am and I'm worrying about how to pay it . I don't work. I live with my 2 disabled sons that get disability checks on the 1st of the month I'm try to do the best I can to pay the bills right for us and these people are trying to get one over on me. I need HELP!!!!!

    • Initial Complaint

      Date:02/10/2023

      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 had solar panels installed after 45 days they where still not inspected and turned on it took calling liberty 3 times a week to get someone out there, then they owe me a check 25 cebts per killowatt of my system for a total of ($1600) they have 30 days to get the check to me starting jan 4, 2022 they have not mailed my check cant not/will not give me any information on where or how i can get it. Im not sure how we can get this figured out so i can get the money im owed.

      Business Response

      Date: 02/10/2023

      We are a regulated utility. The correct recourse for customer complaints is to file with the ******** **************************

      Customer Answer

      Date: 02/10/2023

      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:11/28/2022

      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.
      The water management company of my subdivision community well is overcharging and sometimes double charging households. Also we have complained of over chlorinated water in our homes. I personally have to filter any water used to shower / bathe or drink.

    • Initial Complaint

      Date:11/13/2022

      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.
      Liberty Utilities is my mandated utility provider so I am forced to use their service for Electricity. They provide an online portal with a usage function that should show your usage each month. I have had their service since June 10th 2022 (6 months) and this feature has been "unavailable" to me. I have called on 4 different occasions spanning the past 6 months and each time they have told me they are working on the issue.

      This is not an issue for every customer and they have had ample time to make this feature available or work for me but they choose to not fix it so that I can not track the usage they are showing on my bill.

      They clearly have not made any effort to fix this problem and it is apparent they have not plan to fix it going forward and without an option to use a different provider I am stuck with their services and blind to if my billing is accurate.

      Business Response

      Date: 11/16/2022

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

    • Initial Complaint

      Date:11/11/2022

      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.
      All of the sudden when I went to pay a bill a couple months ago I noticed there was an additional charge and payment plan on our account. I paid the account off twice and now I am back on a payment plan again. They shut my gas off in April. They are claiming I owe a bill from 14 years ago to a total of $2100.

      Business Response

      Date: 11/30/2022

      Dispute Resolution Department Better Business Bureau *** * ********* ***** **** *** ****** ** *****

      Dear Better Business Bureau:

      I have received the second notice letter for complaint ID ********.

      Please note that ****** ****** is no longer with our company. Please direct our future complaints to:

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

      Regarding the complaint for Ms. ******* ******, we received two complaints from the Public Service Commission made by Ms. ****** for issues with her account, one on 10/17/22 and the second on 11/16/22. Both complaints have been successfully resolved.

      The first complaint received 10/17/22 was in regard to needing account information to send to the energy assistance agency to apply for assistance. We were able to work directly with the assistance agency to get the funding needed for our customer to reconnect service.

      The second complaint was on 11/16/22 regarding Liberty being unable to reconnect service for our customer same day. Liberty had already visited the property on 11/15/22 to reconnect service and due to some appliance safety issues, were unable to connect the gas service until maintenance and repairs were completed on the appliance(s). The repairs were completed and service was restored on 11/17/22.

      The large balance owing on the account was a result of an existing balance under the previous customer (in which Ms. ****** was a secondary accountholder and resident) of $1,474.66. Additionally, Ms. ****** owed a balance of $633.50 from a previous location at **** ****** ** ** ************** from 2014. The total account balance owing for Ms. ****** was $2,108.16 and a pledge was made to the account in the sum of $2,109.00.

      Please let me know if I can do anything to further assist with this matter.

      Sincerely,

       

    • Initial Complaint

      Date:09/15/2022

      Type:Billing 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.
      Adding stuff to my account that is not supposed to be there. Trying to collect money that I do not owe. Pretty sure the lady was trying to scam me. They are bullying people in order to get their way. Something needs to be done about the gas company. They need to have a retraining day because they do not know how to speak or handle customers. The supervisor was just as horrible.

    Liberty Utilities is NOT a BBB Accredited Business.

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