Complaints

This profile includes complaints for Spire's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Spire

  700 Market St Saint Louis, MO 63101-1829

  
• 

  Spire

  7500 E 35th St Kansas City, MO 64129

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.

• Initial Complaint

  Date:06/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Spire Energy came and shut off my service without providing me with a shut off notice* being fully aware that I can't receive assistance without a shut off notice. Two weeks ago I called and requested one but nothing has been received. I have one more issue with Spire. I have been declined payment using my Aetna DSnip debit card every month this year for payment* by Spire. I have addressed this issue with Aetna* Katy * a member of my special teams. She has never heard of the card being a issue with anyone else. After being denied payment @ Spire I immediately used it at another utility without any problems. Tomorrow is the one day a month I receive pay. Yesterday my Dsnip card benefits are now $200. I can receive $300 from CAP of ****************** after I pay thew balance but not without a shut off notice. They will not comment on why they are refusing my payments. I need help

  

  Business Response

  Date: 06/18/2025

  Please see attached information,.

  Customer Answer

  Date: 06/19/2025

  Complaint: 23409310
  
  
  
  I have reviewed the business' response and am rejecting it because: Why does their card company have no problem receiving payments from Community Action Partnership but won't accept Aetna Medicare Advantage Visa Debit.  I am being forced to pay cash for this Utility service.  This is a real hardship on me.  I've been told this story by the associates refusing my payments since January. Aetna is a business of as big of number of members as Spire, or comparable.  My Aetna special team has never heard of anyone else having the issue I am with Spire or any other Utility.  The May and June bills Spire sent my by email only have no shut off information on them.  I have received the shutoff notice now thanks to your assistance.  I'm grateful to you.   Also last winter Spire shut off my service in November.  It was the second week of December before I got it turned on because after the account was paid in full they didn't send a service man to my house. I finally called and asked why it wasn't turned on already. They informed me that the customer has to call and ask them. I said, "I have no heat.  Can you send someone today."  No I had to wait 2-3 more days.  Like I said prior, if they had provided me with a shut off notice I probably would not have asked for your assistance.  They lied to me and you.   
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  Tanya Edwards

  Customer Answer

  Date: 06/19/2025

  For complaint ID 23409310  Tanya Edwards   I have attached the May and June notices I received from Spire before I made this complaint.  Thank you for your time

  

  Business Response

  Date: 06/25/2025

  Please see attached.

• Initial Complaint

  Date:05/29/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 accurate information on all the ***** which are supposed to be my bills, they show different things. Its not making sense. My pledges have been stolenfrom the account fraudulently been added budget plans without my consent which is running my bill up because theyre just automatically putting $155 charges for no reason Government pledges has been stolen from my account also I was just granted a plegde on which shows on bill dated 4/4/25 in account summary I have no balance forward so why does it say ****** at bottom of page it would be in account summary if that was true I have called and told them they is no reason for them to put me on payment plan when I had no bill by them doin that the fake payment plan adds over ********************************************************************************************************* and say that I dont have a bill

  Customer Answer

  Date: 05/29/2025

  As of tonight I have received a call from them again threatening to disconnect but they see the issue which is they have defrauded my account by missing grant money,fake budget payments, inaccurate account summary, and the pdf don’t see any adjustments for me to know how and why I’m seeing the owe 288.16 when on my account summary it clearly states I had not balance forward at that time when I just had a pledge made to my account to how are they trying make me liable when really they know they are responsible for bills 

  

  Business Response

  Date: 06/18/2025

  please see attached

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 filed a claim against spire, they denied the claim. They stated that they are not at fault for me having to buy a new stove. They also stated that they would not assist me with purchasing a new stove. Actually it was not the stove it was the main pipe line the pipe you connect the stove to. Spire just determined today after 4 times. They turned off all the gas and left a tag, and informed me on what he found. Now I have a plumber come out and take of the issues on the inside of the house. It is certain that there is a leak in the pipes, it took the fourth technician to find this leak. I want them to refund or pay something on the new stove that I purchased.

  

  Business Response

  Date: 05/30/2025

  Comments:
  I filed a claim against spire, they denied the claim. They stated that they are not at fault for me having to buy a new stove. They also stated that they would not assist me with purchasing a new stove. Actually, it was not the stove it was the main pipeline the pipe you connect the stove to. Spire just determined today after 4 times. They turned off all the gas and left a tag and informed me on what he found. Now I have a plumber come out and take of the issues on the inside of the house. It is certain that there is a leak in the pipes, it took the fourth technician to find this leak. I want them to refund or pay something on the new stove that I purchased.
  
  
  
  Account Details:
   The customer called regarding reimbursement for a stove that was purchased. The technician came to change the meter and during the safety check of appliance they discovered a leak at the stove. The appliance was red- tagged. The customer is responsible for hiring a contractor for repairs. The customer purchased a new stove. The leak repair was the customers responsibility. ******************** is not responsible for reimbursing for appliances. Her claim was already review and denied by our claims department.
  
  I spoke with her regarding the complaint, and she said that she was quoted $425.00 an hour for the plumber, and they were not able to find the leak. She was aware that any leaks from the street to the meter were for Spire to manage and any leaks or repairs from the meter inside were her responsibility. 

• Initial Complaint

  Date:05/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Spire energy cancelled my autopay account without my knowledge on an active credit card then turned off my service due to lack of payment which I was never aware of. They are now now charging me a series of late fees as well as a reactivation fee.

  

  Business Response

  Date: 05/29/2025

  Spire

  Investigated by the

  Community Services Department

  Better Business Bureau

  Received: 5/19/2025

  Complaint ID: ********

  Rate: GH Residential

  __________________________________________________________________________________

  Comments:

   

  Spire energy cancelled my autopay account without my knowledge on an active credit card then turned off my service due to lack of payment which I was never aware of. They are now now charging me a series of late fees as well as a reactivation fee.
  
  

   

  Account Details:

   

  4/1/2024 Customer enrolled in AutoPay with **** ending in: 6896 using the self-service maintenance option.

   

  10/1/2024 Customer unenrolled in AutoPay with **** ending in: 6896 using the self-service maintenance option.

   

  Collection calls went out to the customer at the phone number we have on file, which is the same phone number listed on the BBB complaint, in February, March and April of 2025.

   

  Additionally,starting with the 10/14/2024 billing statement, and every monthly statement thereafter, there was a notice printed on each that a past due balance existed,indicating that no payments were beingmade.

   

  After reviewing this account, the customer unenrolled in AutoPay using the self-service maintenance option on 10/1/2024. Spire did not cancel AutoPay. Multiple notices went out to the customer via collection phone calls and statement notifications that there was an issue with nonpayment. The late payment fees and reconnection fee are valid charges.

   

   

  THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

• Initial Complaint

  Date:05/13/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 sent payment to pay not only my monthly gas bill (acct # **********) but also to pay of the loan #********** in the amount of $203.40. Instead of paying off the loan they keep adding the payoff amount to my gas bill and I now have a credit balance on my account of $366.37. I have contacted them 3 times regarding this and they keep promising to transfer the funds and pay off the loan but they never do. This has been ongoing for 3 months now. I just want them to adjust my billing to pay off the loan. Any remaining credit can be carried to pay off my monthly bill.

  Customer Answer

  Date: 05/14/2025

  Your request to Spire did the trick they made the adjustment I was seeking and I consider the matter closed.  Thank you so much. 

• Initial Complaint

  Date:05/12/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  These people called me and harass me and my brother's family. They need to stop. I am also leaving the country.

  

  Business Response

  Date: 05/13/2025

  The complaintee below is based in **********, we do not provide service in this area. We do not have the information below in our system, and no phone calls from us have gone out to this customer.
  
  I believe this was sent to the wrong company, as we only service Missouri, *******, and ***********.

• Initial Complaint

  Date:05/05/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  FIRST! I AM BEING BULLIED INTO TAKING OFF WORK TO HAVE MY METORS CHANGED!!! I AM NOT ABLE TO TAKE OFF WORK TO SIT AT HOME AND WAIT FOR A METOR CHANGE. I WAS TOLD I NEEDED TO BE HOME BETWEEN THE HOURS OF 7:30AM 8:00PM!!!!!!! I'VE MADE IT CLEAR MORE THAN ONCE THAT I'M IN JEPORDY OF LOSING MY JOB IF I TAKE OFF ALL DAY. I HAVE NO SICK TIME LEFT!!!! THIS IS UNCONCIONABLE!!! TO EXPECT SOMEONE TO TAKE OFF WORK, AND JUST WAIT IS A WASTE OF MY TIME!! IT IS UNFAIR TO ME AS A CUSTOMER AND IT IS UNFAIR TO MY **** WHICH IS MY FIRST PRIORITY. WITHOUT THE **** BILLS DO NOT GET PAID!! SPIRE IS JEPORDIZING MY EMPLOYMENT BY DEMANDING THAT I BE HOME, OR MY GAS SERVICE WILL BE DISCONTINUED!!! HOW IS THIS LEGAL?!! IM GOING TO SEND THIS INFORMATION OVER TO MY LAWYER AND HAVE HIM RESPOND. THIS CANNOT BE FAIR TO THE CONSUMER!!! IN OTHER WORDS, SPIRE IS FORCING ME TO SIT HOME AND WAIT (NO SPECIFIC TIME), OR THEY WILL CUT MY GAS SERVICES! THIS SOUNDS LIKE A CLASS ACTION LAWSUIT WAITING TO HAPPEN. AND I FOR ONE, AM FED UP OF BEING BULLIED BY SPIRE! IVE TRIED CALLING MORE THAN ONCE. IV EVEN TRIED HAVING A SUPERVISOR CALL ME BACK, WHICH NEVER HAPPENED. AND WHEN I TRIED CALLING IN AGAIN FOR CLARITY AND TO SPEAKWITH A SUPERVISOR, I WAS MET WITH ********* IN CUSTOMER SERVICE, WHO WAS RUDE AS HELL! SHE REFUSED TO LISTEN TO MY CONCERN AND TRANSFERRED MY TWICE, WHILE I WAS IN THE MIDDLE OF SPEAKING!!! HOW RUDE!!! IM ALSO FILING THIS COMPLAINT WITH THE BBB AND THE STATE OF MISSOURI. THIS BULLYING HAS GOT TO STOP! AND THE HORRIBLE CUSTOMER SERVICE IS NEXT!!! DATE OF INCIDENT: 5/5/2025

  

  Business Response

  Date: 05/13/2025

  The meter was exchanged on May 13, 2025, at 8:30 a.m.
  
  We mailed out customer postcards to advise that a meter change was needed to be performed on April 10th,2025.
  
  Ms. ******** called on April 24th to schedule the meter. The change was scheduled for May 13th,2025. During this call, she requested a supervisor, but the supervisor was unavailable. The representative advised that a supervisor would call her back.Later that day, a supervisor called her back on the phone number we have on file.
  
  On May 5th, 2025, Ms. ******** spoke with the representative above.
  
  I pulled the call and listened to the interactions with the representative. Ms. ******** expressed concerns about the timeframe of the appointment being inconvenient due to her work schedule.The representative did not offer any other options but escalated the call to a supervisor.
  
  I sent the call to the customer service manager for training opportunities, but there should have been more options to accommodate the customer after she expressed her concerns.

• Initial Complaint

  Date:04/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  GR-********* Spire is trying to raise rates by 15% on average for all customers in **********************. They want to increase revenues by $290 million, taking affect no later than October 24th 2025, and are already charging us an extra $54 million of the "proposed" increase under the Infrastructure System Replacement Surcharge (ISRS) line item on customers bills . How is that legal when nothing has been approved by the Missouri **************************** They want the money for "recovery of infrastructure investments, inflation, increased costs of service, and weather and conservationimpacts." What happened to the 1.3 Trillion dollar infrastructure "Inflation reduction act"!?! How can you allow this Monopoly to raise rates before they've been approved? How can you allow this Monopoly to raise rates higher than most can afford? How can you allow this Monopoly to exist in the first place? Monopolization (the practice of acquiring or maintaining monopoly power) is indeed illegal under antitrust law in ******************THEY ARE KILLING US!!

  

  Business Response

  Date: 04/21/2025

  Please see attached
  
  
  
  

  Customer Answer

  Date: 04/23/2025

  Complaint: 23227824
  
  I have reviewed the business' response and am rejecting it because:
  

  There is no response from Spire. Why are you asking me to respond to nothing? 
  
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 04/25/2025

  SPIRE has decided to no longer allow setting up payment methods through bank accounts with ******************************. They had no problem taking my money for 18 months through ****. I decided to change which account the money was automatically withdrawn from. The routing number is exactly the same as the previous 18 months. They told me I had to delete my old payment method first and of course that was a lie. After deleting the payment method, I was not allowed to add my old or new account back. I contacted them and they claimed **** was a small financial institute. That is inherently and unequivocally FALSE. They are liars and have now caused anybody with a **** account to no longer be able to set up auto-pay. They claimed issues with their system as well. Nobody actually knows what the issue is. How can they claim to not accept **** when they had no issues for 18 months and only had an issue after they made me delete the account they were pulling from without issue for 18 months. This is shady and unethical behavior. This needs to be resolved immediately as it's been over 2 months now that I've been told to try again later and lied to about **** being a small financial institute. **** ranks among the nation's *********************************************** Missouri. They have $5 billion in assets. They are not a small financial institute. The Duty to Serve regulation defines small financial institution as a financial institution with less than $304 million in assets. They are also double charging Visas so, how am I supposed to pay my bill when they cannot be trusted to be responsible with finances?

  Customer Answer

  Date: 05/02/2025

  Spire never provided a response to me. How is this closed? All I was told by them was the following:
  
  "The last 4 of checking account numbers are different . If you have any further questions, please reply to this email or call the number listed below." 

  Their response is not relevant to the complaint filed. Do your jobs and don't dismiss me. 

• Initial Complaint

  Date:04/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Our gas was turned off on Thursday, April 17, 2025, due to lack of payment. I am enrolled in paperless billing. I received a bill on April 18, which showed a much higher amount than normal. The bill was paid immediately upon receipt of the email on April 18. Later, my husband went to shower and we had no warm water. I assumed we had an outage. I was informed that it was shut off for lack of payment. I was informed that my March bill actually had the past due amount. My March 2025 bill was $582. I did not think anything because our February bill was about $550. All of the emails are identical. There was no email between the March and April bills. I did not realize that the March bill included a past due amount. I discussed all of this with *********. When she tried to tell me Id owe $215 and my gas would not be turned back on until April 21, I said I wanted to escalate. She told me she was the only person to talk with. After back and forth, she suddenly had a supervisor. She went to contact him, and I decided to look up Missouris laws on proper notice. She tried to state that Spire called me, but I have no voicemail from Spire informing me of an impending shutoff. Additionally, I work from home, and did not receive any in-person notice on the day of shutoff, April 17. I was transferred to *****. ***** reiterated the same things. ***** regurgitated the same speech about notice. The emails are insufficient notice. We never received a call informing us that our gas would be shut off and no one rang my door. We had no hanger on our door. Shutting off my gas without proper notice is illegal. Keeping notes in their system of things that didnt happen is blatantly fraudulent. ***** claimed he was unable to do anything. I asked to escalate. He said this was the end of the process. After denying anyone above him, he agreed he had a supervisor. I asked for Bradys supervisors name and he refused. I asked for Bradys last name and he refused.

  

  Business Response

  Date: 04/23/2025

  Please see attached. 

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 gas was shut off by spire for nonpayment, which I understand. I paid the almost $600 bill yesterday and was told someone would come to my house the following day to turn my gas back on. Im a single mom to a child with special needs. I do not have the ability to take off work all day for an unknown appointment time. They said theyd make note to send someone after 5:30. Well, someone showed up at 2:30. They said theyd try to send someone after 5:30 again tomorrow but its not a guarantee. If I miss the appointment tomorrow they wont have anything until Tuesday. Not being able to bathe my child for a week is in fact child neglect and apparently a-okay with spire! For families that have missed payments they are the people that can afford to take off work. How do they expect people to pay their bill if they have to miss a whole day of work and $200+ fees to reconnect their service. That is definitely not setting customers up for making payments on time. They profit off the misfortune of others. Since I have been unable to get my gas reconnected in a timely manner I want the $210 in fees I paid refunded.

  

  Business Response

  Date: 06/18/2025

  
  The customer was
  disconnected for non-payment on April 14th, 2025.
  
  On April 16th, the
  customer made a payment of $587.80 to reconnect her service. This total
  included the reconnection fee and deposit, which is due when a customer is disconnected
  for non-payment. The representative scheduled the appointment for reconnection
  the next day. Next-day appointments are always all-day appointments due to
  scheduling. The representative advised that, if possible, to come after 5:30,
  but there is no guarantee of a time for a next-day appointment. Customers are always
  available to schedule their reconnection at a later date to accommodate a
  specific schedule. The technician arrived to reconnect, but no one was home to
  allow access, the appointment was canceled.
  
  On April 18th,
  2025, the gas was reconnected.  
  
  The rules were followed for
  the disconnection and reconnection process, due to this we are unable to refund
  the customer for the fees that were charged.