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:11/11/2022

  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.

  I contacted Laclede Gas around the 17th of October asked how I could get my gas turned on they told me that I had a bill from a prior address for $1,488.29 I asked them how much did I need to put down in order to get the gas turned on they told me the entire amount had to be paid I called back on the 20th of October to pay that bill I paid it in full Laclede Gas was closed at the time that I spoke with that agent so I called back the next week asked if my gas could be cut on they told me they had another bill for over $3,000 I asked why didn't you tell me this before when I paid the other bill and she said what other bill I told her about the bill for $1,488.29 she told me they do not have a record of me paying that ********** gave her the account number she said they did not have that account number in their system under my name, they , but gave me another account number with this amount, I asked why is it I have not received any bills from this account she told she didn't know but she could not have service turned on until that **** was paid I have never ever received a bill with this account number

  

  Business Response

  Date: 11/17/2022

  Spire

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

  Better Business Bureau

  CASD Investigator: **************

  Customer Info: Account ID: Complaint ID: ********

  C_______ ***** Rate: GH Residential

  4___ N__________ E______ D__

  S__ L_______, M__ 6_____

  Comments:

  Ms. *****__ filed a complaint with the BBB because she contacted Spire on 10/17/22 to get her gas turned on but was told she had a bill from a prior address for $1,488.29. She was advised she needed to pay the entire balance to restore the service. Ms. ***** paid $1,488.29 on 10/20/22 but Spire was closed at the time. She called the next week to schedule a reconnection but was advised she had another unpaid balance of $3,000. Ms. *****__ questioned why she was not advised of this when she called previously for the amount, she owed to start service. The representative advised Ms. ***** that she did not have record of the payment of $1,488.29. Ms. *****_ questioned why she had not received any bills for the debt of $3,000. The representative could explain but advised her that she could not start service until the debt was paid.

  On 11/11/2022, I left a voicemail message for Ms. ***** advising that I received the complaint and will be investigating her concerns and call her back with the findings.

  On 03/28/2011, the service was disconnected for nonpayment at the meter at the address of 3____ N_______ A__ 1__ S__ L_____, M__ 6_____ which was under the name of C_________ *****___.

  On 09/22/2022, Ms. *****_ called to get her balance. The representative advised $1,488.29 and the customer said she would start paying the balance down.

  o NOTE: There was no more contact until 2022.

  On 10/11/2022, Ms. *****___ called and advised she would be calling back tomorrow to pay the balance of $1,488.29 to get her services started with Spire.

  On 10/20/2022, a payment in the amount of $1,488.29 was made.

  On 10/31/2022, Ms. *****__ called in to started service with Spire. She was advised of an unpaid balance of $3,915.13. Ms. ***** advised that she was not responsible for the debt. The representative advised her to file for identity theft and gave the website socialsecurity.gov. Ms. *****___ was also upset that she was not informed of that amount when she previously called and made the payment of $1,488.29 on 10/20/22. The representative reiterated that she was responsible for the unpaid debt. The representative advised that when she entered her social security number in Spires system the debt of $3915.13 came up. The representative sent a denial letter and completed an investigation of the account.

  o NOTE: The diversion account had a different account number and the representative that quoted the first amount of $1,488.29 did not pull up Ms. *****s information using her social, she used the account number for the debt of $1,488.29 is the reason the other debt did not show.

  o The debt in the amount of $3,915.13 is for unauthorized usage from 3____ N______ A__ 1__ S__ L______, M__ 6_____. The unauthorized usage was from 03/28/11 to 06/13/13. The technicians went back out and shut the gas off again on 06/27/13. The gas was turned on again (not by Spire) on or about 06/27/13, the gas remained on until Spire turned it off again on 04/29/16. The totals were $1,615.02 and $2,300.11 totaling $3915.13.

  On 11/09/2022, Ms. *****__ called to start service at 4____ N________ E_____ D__ S__ L_____, M__ 6____. She advised she had paid $1,488.29 on 10/21/22 but the representative could not verify the payment. Ms. *****__ was advised to send in the proof of payment.

  o NOTE: The payment of $1488.29 is verified and it does show on account 4_________.

  On 11/16/2022, I called Ms. *****___ and left a voicemail message advising that she owes the balance of $3915.13 for the diversion charges at the address of 3____ N________ A____ 1____ S__ L______, M____ 6______. I advised that the unauthorized usage was from 03/28/11 to 06/13/13. The technicians went back out and shut the gas off again on 06/27/13. The gas was turned on again (not by Spire) on or about 06/27/13, the gas remained on until Spire turned it off again on 04/29/16. The totals were $1,615.02 and $2,300.11 totaling $3915.13.

  THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

  Customer Answer

  Date: 11/20/2022

  Complaint: 18389804
  
  I am rejecting this response because: They have yet to respond , I already know what they say I owe but I still haven't heard how it is that I owe , this is an account number that I've never seen or heard of' there was never a bill sent to the (3826 Nebraska  ******************* *****) address with this account number. I believe the five years they speak of is due an explanation, a truthful one. The bill that was paid for $1488.29 came from account number ************ , it is the only account number that was ever under my name *********************** and address ************************************** during the time that I lived at the address.
  
  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/21/2022

  See attached.

  Customer Answer

  Date: 11/27/2022

  Complaint: 18389804
  
  I am rejecting this response because:
  this business still has not showed how I'm responsible for an account I was never aware I had, the five years was more than enough time to contact the owner of this account two years 03/28/11 thru 06/13/13 or during the three years 06/27/13 thru 04/29/16  my account *************) was paid in full  $1,488.29 on 10/20/22 I have at no time received any other bills with my account number ************. 

  
  

  Customer Answer

  Date: 12/07/2022

  12/07/2022: Mediator sent an email to the consumer requesting an update.

  12/12/2022: Mediator called the consumer, call went to a fast busy signal.

• Initial Complaint

  Date:11/08/2022

  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.

  I did not realize I have not been charged for gas since moving into my apartment in 2020. On November 1,2022 Spire shut off my gas without a warning or a placard on our door. Our gas has been off for over a week. I have called every day and spoke with multiple people that said the investigation would be complete by Friday November 4,2022. When it was not complete by that day, I spoke with someone there who promised a manager would call me which they never did. On Monday November 7,2022 I spoke with Spire and they said the investigation is not complete and has been sent to the Diversion department and they cannot give me an estimate when it will be complete. Again, another supervisor call was promised and never happened. I am still without gas with no end date and a lock on our address to start gas services. In just a few days the temperature will be in the 30s. I would at least like to have the gas on so the pipes in our house don't freeze and to cook, shower, heat my home.

  

  Business Response

  Date: 11/14/2022

  Spire
  Community Services Department
  Better Business Bureau                                             

   CASD Investigator: ** *******
  Customer Info:                    Account ID:                                         Complaint ID: ********
  *** ***** ***** ** ***********
  ***** * **** **
  ****** ** ******
  Comments:
  Ms. ***** filed a complaint with the BBB stating she did not realize she
  had not been billed for gas since moving into her apartment in 2020 and on
  11/01/22, we disconnected her service without notice. She states the service
  has been disconnected for a week and she has spoken with multiple
  representatives who have stated the investigation would be complete by
  11/04/22; when it was not completed by the quoted date, she was assured by a
  representative a supervisor would reach out to her that day, but they never
  did. She states on 11/07/22, she contacted us and was informed the
  investigation was not complete and had been sent to the Diversion department,
  so we could not provide an estimated completion date. She states another
  supervisor call back was promised but did not occur. *** *  states she is still without gas service and a
  lock on her account for starting service. She is requesting the service be
  reconnected due to freezing temperatures.
  
  Upon receiving the
  complaint, I contacted *** *     and she stated she could not speak because she
  was at work.
  
  Account Details:
  On 09/28/20, *** *, the owner, spoke with a customer service representative and scheduled a stop for * * * ***
  On 10/02/20, a technician visited * * * ** to disconnect the service per the owner’s request but was unable to due to no access.
  On 12/03/20, *** *  attempted to start service through MyAccount.
  NOTE: A service agreement was not started in her name.
  On 08/06/21, 10/22/21, and 09/26/22, a technician visited * * * ** to disconnect the service due to potential unauthorized usage but was unable to due to no access.
  On 09/06/21, *** *  used MyAccount to update her email address.
  On 10/13/22, a technician visited * * * ** to disconnect the service due to potential unauthorized usage but was unable due to no access. He contacted *** ** the owner, to inquire about the gas usage at the other apartment without an active account and was provided no information.
  NOTE: We could not disconnect at the curb because this is a multifamily residence.
  On 11/01/22, a technician visited the residence due to potential unauthorized usage and found the curb cock halfway on. The service was disconnected at the curb due to safety. The technician spoke with *** *, the owner, and he would not provide any information regarding the other party.
  NOTE: 1,862 CCFs were used between 10/02/20 to 11/01/22.
  On 11/01/22, *** *  spoke with a customer service representative to start service at * * * ** and stated she thought service was started in her name on 12/03/20. The representative advised a case would need to be submitted to the back office for further investigation since there was usage without an active service agreement from 12/03/20 to present before service could be started in her name. A case was submitted.
  On 11/04/22, *** *   spoke with a customer service representative to check when she could start service at * * * ** and was advised the service could not be started until the investigation was complete. The representative offered to check if a manager was available, but none were and offered to submit a supervisor call back request. *** *  asked when she would receive a call back and was advised it would be later the same day. A supervisor call back request was submitted.
  NOTE: The representative should have advised a supervisor call back would take 24 to 48 hours. This has been submitted to Quality Assurance for additional training.
  On 11/07/22, *** *   spoke with a customer service representative to start service at * * * ** and was informed the service could not be started until the investigation was complete. The representative advised there was no time from for back billing with diversion. *** *  requested to speak with a supervisor and a supervisor call back request was submitted.
  On 11/08/22, *** *  spoke with a customer service representative regarding the back-office investigation for * * * ** and advised she was taking responsibility for the service from 11/16/20 to present since she moved in two years ago. She continued that she requested to speak with a supervisor the day prior but had yet to receive a call back and requested a timeline for reconnecting service at * * * *** The representative was advised by a supervisor to schedule a start service. The representative scheduled a start for 11/11/22 and advised *** *  she would be back billed to 11/16/20.
  On 11/11/22, the service was reconnected at * * * *** The technician left the boiler off because there was no water.
  
  *** *     was billed from 11/18/21 to present for a bill
  in the amount of $1,094.39, resulting in a total account balance of $1,119.39
  ($25.00 service initiation fee + $1,094.39 bill). I offered enrollment in a 12-month
  and 24-month CWR payment arrangement for $198.25 a month ($105.00 budget + $93.25
  arrears ($1,119.39/12)) and $151.64 a month ($105.00 budget + $46.64 arrears ($1,119.39/24)).
  She requested enrollment in the extended payment arrangement option.
  
  

• Initial Complaint

  Date:11/05/2022

  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 has company sent me a roughly 400.00 bill last year, stating that a relative whom lived two doors down from my address had an outstanding gas bill. I sent them a letter over two years ago informing them that the homeowner had passed away and to turn off her service. They didn’t respond or send me back a confirmation. Several months later they put a lock device in her gas meter. Approximately a year later I called them to turn utilities on in my name since the family of that residence gave me permission to get the home in order for selling. They turned service on and I paid all the existing bills for the service each month including my own residences gas bill. Since I turned on the service at the other home about two months later they sent me a 400.00 dollar bill for the residence that had accumulated before I had utilities turned on in my name. The sent me disconnect warnings each month up to present time. I contacted them 3 different occasions trying to come to an agreement. But each time ran me around and wouldn’t address my concerns. They said that since I was a relative I was responsible for that bill. I was out of town last eeek and they came to my personal residence and turned off my service which I pay my personal usage bill each month. Spire has denied me of hot showers using my stove to cook and no heat for 7 days. I had to pay 200.00 dollars today to get my service turned back on. Which they refuse to do for two more days. What recourse do I have on this situation. I feel as they have harassed me denied me service and caused severe distress and inconvenience to my family.

  

  Business Response

  Date: 11/15/2022

  Spire
                                                                           Community Services Department
                                                                               Better Business Bureau
  Received: 11/05/2022
                                                                              **** ************* * ****
  **********************************************************************************
          ******** *****  **** ****                                ********* *** ********
                          **** * *** ******* ** ***********
                       ***** *** ***** 
  __________________________________________________________________________________
  Comments:
  Mr. L__
  filed a complaint with the BBB stating Spire sent him a bill for $400.00 last
  year for a property in which a relative stayed. Mr. L__ stated he sent a letter
  over two years ago to Spire informing us that the homeowner was deceased and to
  turn the service off. He never received a response back from letter but several
  months later a lock was placed on the meter at the residence. Mr. L__ stated a
  year later he called and requested to have service turned on at the address due
  to him getting the home prepared to sell. He stated all bills from his
  residence were paid current, but he received a bill for $400.00 for the
  previous tenant’s usage. Mr. L__ contacted Spire on three different occasions
  without receiving a resolution and was told he was responsible for the debt due
  to it being a relative of his. Mr. L__ stated his service was disconnected at
  his residence due to the debt from the other house. Mr. L__ feel this issue has
  caused him and his family distress.
  
  
  Account
  Details:
  
  On 4/26/2021, Mr. L__ spoke with a customer service representative to start service at 1___ E 5_ S_. The representative advised that since gas was already on the account will transfer in his name and no appointment was necessary.
  On 5/4/2021, Mr. L__ spoke with a customer service representative stating his service was not connected and there was a lock on meter. The representative advised gas is showing active. She also entered an investigation to our collections department for benefit of service, stating Mr. L___ was found at this location prior to April. The representative explained to Mr. L__ that he needed proof of residency in form of a lease or letter from Landlord providing his address between 11/2016-10/2020 since system shows he was staying at this location. The representative provided an email for him to send the requested information.
  On 7/13/2021, benefit of service transfer in the amount of $436.47 was added to Mr. L__’s personal account increasing his balance to $504.47.
  On 8/4/2021, Mr. L__ emailed our customer service team regarding his account balance. A customer service representative advised that he needed to submit documents showing proof of residency between 11/2016-10/2020.
  On 8/16/2021, we received documents from Mr. L__ but no proof of residency was included.
  On 8/30/2021, Mr. L__ called to stop service as the property was sold. The representative advises Mr. L__ service was stopped by the new owners on 8/25/2021.
  On 10/15/2021, Mr. L__ emailed our customer service team inquiring about the transfer of $436.47, he stated that he did not reside there, he received a disconnection notice due to the balance transfer. The representative advised due to investigation from our credit & collections department he was responsible for the debt. Mr. L__ emailed back and forth with the customer service representative advising that he has been at his own residence for the past 10 years and made payments every month so he could not have been at both residences. Mr. L___ sent in copy of his License. The collections department tried to contact Mr. L__ to advise him that the paper license was not sufficient proof of residency.
  On 11/3/2021, a letter was mailed to Mr. L___ stating his account was pending disconnection for $91.48 with a balance of $269.43.
  On 11/9/2021, a bill was rendered in the amount of $307.93.
  On 11/23/2021, a payment in the amount of $65.00 was made on the account.
  On 12/1/2021, a letter was mailed to Mr. L___ stating his account was pending disconnection for $164.88 with a balance of $242.93.
  On 12/10/2021, a bill was rendered in the amount of $297.30.
  On 12/20/2021, a payment in the amount of $60.00 was made on the account.
  On 1/12/2022, a bill was rendered in the amount of $351.11.
  On 1//28/2022, a payment in the amount of $80.00 was made on the account.
  On 2/3/2022, a letter was mailed to Mr. L___ stating his account was pending disconnection for $157.30 with a balance of $271.11.
  On 2/9/2022, a bill was rendered in the amount of $398.32.
  On 2/22/2022, a payment in the amount of $130.00 was made on the account.
  On 3/10/2022, a bill was rendered in the amount of $381.35.
  O 3/29/2022, a payment in the amount of $115.00 was made to the account.
  On 4/1/2022, a letter was mailed to Mr. L___ stating his account was pending disconnection for $153.32 with a balance of $266.35.
  On 4/12/2022, a bill was rendered in the amount of $359.24.
  On 4/18/2022, a payment in the amount of $100.00 was made on the account.
  On 5/4/2022, a letter was mailed to Mr. L___ stating his account was pending disconnection for $166.35 with a balance of $259.24.
  On 5/11/2022, a bill was rendered in the amount of $310.32.
  On 6/2/2022, a letter was mailed to Mr. L___ stating his account was pending disconnection for $259.24 with a balance of $310.32.
  On 6/9/2022, a payment in the amount of $60.00 was made on the account.
  On 6/10/2022, a bill was rendered in the amount of $282.33.
  On 6/28/2022, a payment in the amount of $50.00 was made on the account.
  On 7/5/2022, a letter was mailed to Mr. L___ stating his account was pending disconnection for $200.32 with a balance of $232.33.
  On 7/12/2022, a bill was rendered for $260.91.
  On 8/2/2022, a payment of $50.00 was made on the account.
  On 8/3/2022, a letter was mailed to Mr. L___ stating his account was pending disconnection for $182.33 with a balance of $210.91.
  On 8/10/2022, a bill was rendered for $238.02.
  On 8/22/2022, a payment in the amount $40.00 was made to the account.
  On 9/1/2022, a letter was mailed to Mr. L___ stating his account was pending disconnection for $170.91 with a balance of $198.02.
  On 9/13/2022, a bill was rendered in the amount of $226.100.
  On 9/30/2022, a payment in the amount of $30.00 was made on the account.
  On 10/5/2022, a letter was mailed to Mr. L___ stating his account was pending disconnection for $168.02 with a balance of $196.10.
  On 10/12/2022, a bill was rendered in the amount of $226.46.
  On 10/21/2022, a payment in the amount of $40.00 was made on the account
  On 10/31/2022, Mr. L___’s gas service was disconnected due to non-payment, a final bill was rendered in the amount of $241.41.
  On 11/4/2022, a payment of $195.37 was made on the account to restore service.
  On 11/10/22, service was restored on 11/10/2022.
  
  Upon further
  investigation, I determined that Mr. L__ was not responsible for the transferred.
  The system shows Mr. L__ had active gas service at his personal residence since
  3/9/2009. I removed the $436.47 transfer and removed all fees that accrued due
  to this error. I have contacted Mr. L__ several times and left voicemails, to
  advise of the completion of my investigation. 
  
  THIS REPORT CONTAINS
  SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

• Initial Complaint

  Date:11/01/2022

  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.

  My service was turned off with lack of proper communication. They stated they attempted to call me, but my call records show otherwise. I then paid $600+ to have my service turned back on in the morning 11/1/2022, but after I paid the funds, then they stated it would not be turned on until the next day all the way up to the evening. This is very misleading to not tell me until after I pay $600.00 that my services will not be turned on till tomorrow. I called them and explained to them that I have a toddler at home and my home is very cold. No warm water or ability to cook with oven or stove. Requested again that they send someone out today especially given the fact I just paid them $600+, and they advised they would not send someone till tomorrow. They need to make sure they are properly staffed for one and more importantly they should not have explained prior to taken my money that my services would not be turned on till the next day.

  

  Business Response

  Date: 11/08/2022

                                                                                               Spire
                                                                           Community Services Department
                                                                               Better Business Bureau
  Received: 11/01/2022
                                                                              CASD Investigator: * ****
  __________________________________________________________________________________
          Customer Info* **** **** ********* *** ********
  **** **** *** ** ***** ** ***********
  ***** *** *****
  __________________________________________________________________________________
  Comments:
  Mr. *** filed a complaint with the BBB stating his service was disconnected with lack
  of proper communication. *** *** was told a phone call was made regarding the
  status of his account but he did not receive a call. *** **** paid $600.00 to
  have his service restored on 11/1/2022 and was told after he made the payment
  that appointment to restore service would be scheduled for the next day. *** *** made several requests for service to be restored the same day due to him
  having a toddler in the home, he is unable to use the stove or have warm water
  and the home is cold. *** *** stated Spire needs to be properly staffed and
  advise before processing payment that the service cannot be restored the same
  day.
  Account
  Details:
  On 7/12/2022, the severance process started, a notice was mailed advising that $665.29 needed to be paid on or before 7/26/2022 to avoid disconnection.
  On 7/19/2022, a 96-Hour notice was mailed to *** ***_ advising that $665.29 was needed on or before 07/26/22 to avoid disconnection.
  On 7/26/2022, an automated call was made to *** ***_ to contact Spire due to the status of his account.
  On 8/2/2022, service was disconnected due to non-payment.
  On 8/3/2022, a payment was posted in the amount of $686.87.
  On 8/5/2022, *** ***_ spoke with a customer service representative inquiring about same day reconnection of his service. The representative advised we have no same day appointments available and the next available appointment was on 8/8/2022 (next business day). *** ***_ requested to speak with a supervisor. The call was transferred to a supervisor, that advised *** ***_ we had no available appointments for same day reconnection due to technicians working emergency flood orders in his area. *** ***_ stated the website was not clear in providing information on the availability for reconnection until after a payment is made. The supervisor informed *** ***_ that once account is disconnected and payment is made the reconnection will take place the next business day upon customer calling Spire to schedule the appointment. The customer wanted supervisor to put a complaint on record that he was not happy about next day reconnection and we should be able to reconnect service same day once payment is received like the other utility companies. The supervisor filed his complaint in our records. NOTE: Our website states that most start services can be scheduled for the next business day and that October and November are our busiest months so allow additional time. This message is listed on our website under the customer service tab-service availability.
  On 8/8/2022, service was reconnected from non-payment.
  On 8/15/2022, the payment of $686.67 was returned for insufficient funds. A letter was mailed out notifying customer of returned payment and advised of a fee of $15.00returned check fee was added to the account balance.
  On 9/23/2022, *** ***_ spoke with a customer service representative inquiring about the account balance.
  On 10/12/2022, the severance process started, a notice was mailed advising that $766.43 was needed on or before 10/26/22 to avoid disconnection.
  On 10/19/2022, a 96- Hour notice was mailed advising that $766.473 was needed on or before 10/26/22.
  On 10/26/2022, an automated call was made to *** ***_ to contact Spire due to the status of his account.
  On 10/28/2022, a second automated call was made to *** ***_ to contact Spire due to the status of his account.
  On 10/31/2022, service was disconnected due to non-payment.
  On 11/1/2022, a payment was posted in the amount of $603.37
  On 11/1//2022, *** ***_ spoke with a customer service representative inquiring about reconnecting his service the same day. The representative advised there were no available appointments for the same day. She advised next available appointment would be for 11/2/2022. *** *** requested to speak with a supervisor. The call was transferred to a supervisor, she advised there was no same day availability
  On 11/1/2022, *** ***_ filed a complaint with the BBB.
  On 11/2/2022, *** ***_ service was reconnected.
  
  Upon receiving the complaint, I made several attempts to call *** ***_
  and was unsuccessful and message states voicemail is not set up. *** ***_ was
  informed on previous calls that reconnections are schedule for the next
  business day. The supervisor tried to get a same day reconnection as a courtesy
  but there were no appointments available. We mailed several notices and made
  automated phone calls regarding the pending disconnection status of *** ***’*
  account. The notices were mailed to the address on file which is *** ******
  service address. The automated calls were made to the phone number we have on
  file for *** ***__.  NOTE: Our
  website advises that reconnections are schedule for the next business dayTell us why here...

  Customer Answer

  Date: 11/14/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  I have not received any phone call from them as alleged and I am willing to provide my phone statement as evidence. There have been payments made in the past where they did same day reconnection. Their website does not state that they can not come out till the following day until AFTER you make the payment. It just states pay to reconnect your service. This is misleading. Please email me a number that I can call and speak with a supervisor. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:11/01/2022

  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 called H****36**37363432**H in 5/2022. I have medical issues and I get cold. I asked them about my heating. They asked me if my hot water was on. I told her yes and she said my heating should work. I found out recently my heat does not work. A maintenance man came in to fix the heating. He found that H****36**37363432**H came and turned off my meter. They were supposed to turn off the meter next door. This is the reason why my heat didn&#**;t work. I called H****36**37363432**H and they sent a tech out to do an emergency check. He checked the switches and my thermostat. He checked the meter and told me it was off. He said it was an accident. I am paying them monthly for service. He turned my meter on. I asked for a refund and they refused because they said I had service.

  Customer Answer

  Date: 11/02/2022

  One of the top supervisors and took my bill to zero balance. 

  Customer Answer

  Date: 12/05/2022

  I have been paying my bill on time. I am still disputing the billing issues. There were no usage and totally turned off yet I was still getting charges.

  

  Business Response

  Date: 12/15/2022

  Spire

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

  Better Business Bureau

  CASD Investigator: **************

  Customer Info: Account ID: Complaint ID: ********

  Ms. ***** ******_ Rate: GH Residential

  2___ E 3___ C___

  J______ M__ 6_______

  Comments:

  Ms. ******_ called Spire in May 2022 and advised she had medical issues and she gets cold all the time. She asked about her heating. The representative asked if her hot water was on. Ms. ****** confirmed it was working, the representative advised that since the gas was on, her heat should be working. Ms. ******_ said the maintenance man came to fix the heating and found that Spire had turned off the meter, and it should have been the next-door meter. A Spire technician was sent out to do an emergency check and confirmed the meter was off. The technician advised that the meter was turned off in error. The technician turned the meter back on. Ms. ****** was upset that she was still paying a monthly fee when her gas was off, she believes she should get a refund.

  I attempted to contact Ms. ******_ and I left a voicemail message that I received the complaint she filed with the BBB and I would contact her back with my findings.

  Account Details:

  On 05/28/2022, a technician came out and changed the meter at the address of 2____ E 3____ C__ J______, M__ 6____.

  On 07/05/2022, a technician was dispatched out to verify the meter number at Ms. ******__ location. The technician confirmed that the meter was at the correct address of 2___ E 3____ C__ J_______, M__ 6______. It was also confirmed that the meter was on and working properly.

  On 10/17/2022, Ms. ******__ called to state she does not have heat at her home. She states that the neighbor has a new meter, but she does not have one. She was advised by the maintenance man that her gas is not connected. She knows that the heat is not on but does not know if her water heater is gas or not. The representative states that her gas service should be on. Ms. ******_ thinks that when Spire came out to change the next doors neighbors meter, her gas was turned off in error. The representative entered a ****** order in so a technician can go out to check the customers gas service.

  On 10/17/2022, a technician was dispatched out due to the customer called to state her gas was not and her appliances were not working. The technician found the meter was off and sealed. He turned the meter back on and performed the safety checks. He also noted that the furnace was the only gas appliance and was working properly.

  On 10/17/2022, Ms. ******_ requested the phone number for the ***************** She says that when the outside contractor came out, she was advised that her heat was off for a very long time (unknown how long). The neighbor had requested to have his service off but the technician who came out earlier told Ms. ******_ that her gas was turned off instead of the neighbor (the technician did restore the service). The neighbors gas was left on. She would like to dispute the charges on the account because she believes she did not have service when the meter was off. She has also checked every tenants meter and confirmed that they all have new meter, but she does not. She also thinks that it is because of her race of why her meter has not been changed. It is confirmed that Ms. ****** s meter was changed on 06/23/22 by Spire. Ms. ****** asked for the Corporate phone number and the representative gave the address for the *****************************. The representative did put in a request for a supervisor call back to Ms. ******__. The representative did advise it can take ***** hours turnaround for a supervisor callback.

  o NOTE: This was forwarded to ***************** for additional training due to the representative provided incorrect information (the phone number for *********************** is not the same phone number for the ***************** to the customer.

  On 10/18/2022, Ms. ******_ called in to request a supervisor. Ms. ******__ stated she called three times yesterday regarding the technician who came out to home. She also states the supervisor has not called her back yet. The customer is upset that ******************** charged her service when it was not on. She states her service was turned off in error when a meter change was done. Her service agreement was active, and she was not billed for gas usage. The representative explained that she was being charged because she was the budget plan. Ms. ******_ wants a refund for the money she paid when service was not active. The customer also wanted a statement showing the usage for the last 12 months. A memo was sent for that information.

  On 10/18/2022, the supervisor returned the call to Ms. ******__ and advised her that the representative explained the situation about the meter being off for several months. She also confirmed that she was going to speak with the billing department about her being charged when her gas was off during that time. She was going to put in a request to readjust the bills. Ms. ******__ also questioned why her budget plan increased from $40 to $55 after 12 months, and it is possible that it may increase again. She feels like she has been inconvenienced when her gas was off. The supervisor apologized for the inconvenience, but she did explain that the budget is reassessed based on past the usage for the last 12 months.

  Spire will always inform the customer that when the budget is being reassessed by noting it on the bill. She also explained the natural gas costs increased for Spire which also increased the gas costs for the customer. The supervisor also advised that her budget will be reassessed in December 2022 and it will appear on the January bill.

  On 10/20/2022, the billing department readjusted the bill from when the billing stopped on 06/23/22 and began again on 10/17/22. This created a corrected bill with a credit of $96.35 during that time frame.

  On 10/25/2022, Ms. ******__ called to state that she was supposed to receive money back for the months that her gas service was turned off in error. The representative advised there was a bill adjustment for the four months that the gas service was off. It was also advised that she was charged correctly because she was being charged for being on the budget plan. Ms. ******_ requested a letter of explanation on why she was only provided with a credit on the account.

  On 11/01/2022, Ms. ******___ requested to speak with a supervisor. The representative asked for information regarding the account and the customer did not want to speak with her. She states she will only speak with a supervisor or someone in the corporate office. The representative transferred the caller to a supervisor.

  On 11/01/2022, Ms. ******__ says she was supposed to be transferred to a supervisor, but the call dropped. She has now called back. She is disputing the charges on the bill when she did not owe anything. She also requested the phone number for the ***************** She does not want to talk to anyone in the **************************** The representative transferred the caller to a supervisor.

  The supervisor gave Ms. ******__ the phone number for the ***************** The supervisor also advised she does not have the phone for the **** She can have her manager call her back. The supervisor did give the customer her managers name. She cannot give the supervisors direct phone number. Ms. ******____ proceeded to curse and **** at the supervisor and she then hung up the phone.

  The assistant manager called Ms. ******__ back to discuss the charges on her bill. Ms. ******_ says she is going to file a complaint with BBB because she is getting no help from Spire. She says it started with the neighbor requesting their service be disconnected but her service was turned off in error. An outside contractor advised her that it was her meter that was off which is why she did not have heat. It was then confirmed by a Spire tech when he came out to check the issue. The gas is only for her furnace. She says she was told by Spire that she is not owed a refund for the $55 budget amount she has paid each month. She says she has called several times with no resolution to this. She says she still needs the gas on even in the summertime due to her medical issues. The assistance manager confirmed her bills were cancelled from May to October 17, 2022. The actual bills were cancelled. Ms. ******__ was advised on 10/25/22 that the 4 bill segments were cancelled, and the balance was adjusted down to zero. In ***** she had a balance of ****** but we credited the balance $96.35. She also explained the budget plan to Ms. ******_. The budget plan amount is an overall average of what was used in the last 12 months. She was on a budget plan for $55 throughout the whole year which includes the large bills during the winter bills. At the end of the year, if she has a balance on the account, the budget amount will increase for the next year but if there is a credit balance, the budget amount will go down. Ms. ******_ says she does not know if she can stay on the $55 budget plan due to her monthly income. Ms. ******_ was removed from the budget plan when her budget was adjusted down to zero, but the manager explained that she can put her back on the budget plan for the $55 per month. It was also explained that if she goes on a lower budget plan amount, there is a chance that she will have a large balance at the end of the budget time frame. It was also explained that if she turns off the gas during the summer, she will be charged a $65.00 reconnect fee and she will owe total balance before the service can be restored. It will also stop the budget plan. The manager emphasized that it is up to the customer if she stays on the budget plan or not (and just pay the actual usage). That is the customer decision. Also, if she keeps the gas on during summer, there is a customer charge each month just because she has an active account with ******************** ($22.41). The manager explained the complete breakdown of the bill with Ms. ******_. The total balance listed on the bill is what is actual used on the bill and the amount due is the budget amount due for that month. The budget adjusts every 12 months from the previous year. Her budget was adjusted in November & any changes will appear on the December bill. The $55.00 budget amount that she paid went towards the actual balance that she owed on the account. Ms. ****** was reset for the $55.00 budget plan amount. Ms. ***** was very pleased with the explanation that she received from the assistant mgr. Ms. * says that she will contact the BBB to cancel the complaint.

  On 11/06/2022, I called Ms. ******_ to discuss the complaint and left a voicemail message for her. Ms. ****** did not return the call.

  U*DATE:

  Ms. ***** has filed an additional complaint with the BBB stating that she has always paid her bills on time. She is still disputing the billing issues. She states there was no usage, and her service was totally turned off yet she was still getting charges.

  On 11/30/22, Ms. ******_ called Spire regarding her bill. She states that she was supposed to get a letter detailing the breakdown of her balance. The representative advised that Spire does not send out letters showing breakdown regarding the deductions that were made, but when she spoke with the supervisor on 11/02/22, it was explained the breakdown and that Spire does not send out letters like that. Ms. ******_ wanted to know why her budget was for $55.00. Ms. ******_ believes that her budget should be less since she did not have any usage when the gas was off from June to October. The representative explained the budget billing plan is an overall average over 12 months which would come up as $55.00 for

  her. So, she would pay less in the wintertime when her bills are higher and then in the summer when her bills are lower, the budget will then catch up. The representative advised the budget is calculated in November of each year. NOTE: On 11/02/22, the manager explained that she can put her back on the budget plan for the $55 per month. It was also explained that if she goes on a lower budget plan amount, there is a chance that she will have a large balance at the end of the budget time frame. The customer confirmed the $55.00 budget plan per this call. Ms. ****** also states she did not get the 11/14 bill for the $55.00 that was deducted from of her bank account via auto pay. The representative confirmed she requested the November bill be sent to Ms. ******_. The customer requested to speak with the previous supervisor who spoke with on 11/02/22. Ms. ****** wanted to know what were dates of usage for the bill of $46.36. ************** also thought that Spire had took out two payments in one month, but the representative advised that Spire would pull the payment on the due date of the bill. But the bank possibly has a different time frame of when they will deduct it from her account. She would need to discuss that with her bank. ************** also says she kept receiving calls from Spire (from me) but because she had already spoke with a supervisor which is why she did not return my calls. Ms. ******__ requested for a supervisor to call her back. The representative put Ms. ******_ on hold to check to see if a supervisor was available. There were no supervisors available and a request was put in for a supervisor callback.

  On 12/05/2022, The supervisor returned the call to Ms. ****** regarding the information that she needed. She wanted to know how Spire calculated the balance on her bill. She wanted a letter detailing the breakdown of the bill. Ms. ******_ also stated that the Spire supervisors would not call her back. She reiterated that Spire came out and disconnected her service when it should have been her neighbors gas service. She wants a letter of the breakdown of the bill but was advised by representatives that Spire does not send out bill breakdown. She does not understand how Spire came up with the balance. She does not want another verbal explanation of the bill. She wants something in writing stating when her gas was off. The supervisor tried to explain but ************** would not let her speak and she hung up on the supervisor.

  On 12/11/22, I tried to call Ms. ******_ to discuss her complaint but I had to leave a voicemail message because there was no answer.

  THIS RE*ORT CONTAINS S*ECIFIC CONFIDENTIAL CUSTOMER INFORMATION

  Customer Answer

  Date: 02/07/2024

  Spire has not adjusted budget to fix the problem from last year.  After the November, my budget readjustment is done.  This year, they told me my bill would be going down, because I didn't use gas for three months.  I was paying $55 prior to December.  My bill went up to $65 for and January.  Last week on the phone, I was told that would not be addressed until 2024.  I may not be living in this location at that time.

• Initial Complaint

  Date:09/21/2022

  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 moved into this apartment in May and provided Spire with my new address. I didn't receive a bill for several months. I never got a notice, I just saw the Spire guys outside. I called them, and they had the wrong address. I was on hold for about an hour waiting to talk to a supervisor. They are saying they are cutting off service tomorrow. I provided them with the correct address; it's their error that they got it wrong. My service shouldn't be cut off because of their mistake.

• Initial Complaint

  Date:09/21/2022

  Type:Order 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.

  On Sept. 8 my gas was supposed to be turned on. He removed my existing meter and put a different meter on. I told him I didn&#**;t want that meter, I had only had it on for a year. I talked to several people at H****36**37363432**H and they finally said they would bring my meter back out and switch them out again. They kept putting me off, and putting me off. Finally, they said they were coming out. I had someone at the house for them. They came to the house and never got out of the car. I called and went through the whole thing again, and they said I would be charged an extra $100 and an extra $35 a month. Why in the world would they think I am going to pay for something they should have never have removed in the first place !! Something I had already opted out on. Those smart meters do terrible things to my health. Now they say they can&#**;t find the meter I originally had.

  

  Business Response

  Date: 10/11/2022

  Spire
                                                                        ********* Services Department
                                                                             Better Business Bureau
                                                                          CASD Investigator: ******************
  Customer Info:                                                                                      Complaint ID: ********
                                                                                                                         Rate:GH Residential
  Comments:
  Ms. ***** filed a complaint with the **** regarding the *** meters. She opted-out last year and paid the $100.00 fee. About a month or so ago Spire came out with no notice and changed her meter. When she called Spire about the issue, they told her that they would come and change it again, but she would have to pay the $100.00 fee again. Ms. ***** disagrees with having to pay again. She stated that when the service man came to change the meter he didn't get out of his truck, he left without changing the meter. She called customer service and was told a supervisor would call that day, and she has yet to receive a call back.
  
  
  Account Details:
  
  On 06/28/22, the severance process started. A notice was mailed advising that the amount due was $399.44 and the minimum needed on or before 07/12/22 to stop disconnection was $356.96.
  On 07/05/22, a 96-Hour notice was mailed advising that $356.96 was needed on or before 07/12/22 to stop disconnection.
  On 08/11/22, a final collection notice was mailed advising Ms. *****_ to pay $456.91 within 10 days to avoid further collection.
  On 09/07/22, an IVR reconnection quote was provided, gas amount $365.53 (80%) plus a $65.00 reconnection fee.
  On 09/07/22, an IVR reconnection fee was provided, gas amount $456.91 (100%) plus a $65.00 reconnection fee.
  On 09/08/22, the service was restored, and the meter was changed to a smart meter.
  On 09/08/22, Ms. ***** called stating that she did not want a smart meter installed, she advised that when the service was restored the technician changed the meter to a smart meter. Ms. ***** stated that she requested to not have a smart meter in 2020. She also questioned the $65.00 fee, the representative explained it was the reconnection fee. He representative scheduled a meter change for 09/12/22.
  On 09/08/22, Ms. ***** called back and stated she does not want the new meter because it messes with her heart. The technician that was there explained that the smart meter ran on the same frequency. Ms. *****s advised that the meter was changed without her knowledge and she wants an old meter installed. The technician advised that he needed permission. I was waiting on hold to get approval from a supervisor, the technician was unable to wait longer and left. The representative explained to Ms. ***** that there would be a $100.00 charge to change out the ultrasonic meter for an AMR meter and $30.00 per month extra on her bill for monthly readings. Ms. ***** stated that she already paid. The representative put in a case to remove the ultrasonic meter.
  09/12/22, The technician did not have an AMR meter available to install.
  NOTE: There is no record of a $100.00 payment for the meter change.
  Ms. ***** received a call back to schedule the meter change, the next available appointment was 09/19/22, Ms. ***** was upset that she was previously advised it would be 09/12/22. The appointment was scheduled as an all-day.
  On 09/19/22, the technician noted on his ticket, that the old meter not available for install, he spoke to the customer and she was very upset. He stated that he tried explaining that he did not know what was going, and someone would contact her when the meter is ready for installation. He noted that Ms. *****, advised she was calling a Manager.
  On 09/19/22, Ms. ***** called stating, she had someone was there to remove the meter, but he did not, he sat in his car. She requested to schedule a same day appointment, there was an existing Smart Meter opt Out on the account. Ms. ***** was upset the representative stated that she tried to de-escalate but Ms. ***** threatened to call the news and then hung up.
  On 09/20/22, Ms. ***** called and stated she had a meter changed scheduled for yesterday and stated that the technician did not get out of his vehicle. The field activity states that Smart meter opt out request. Must route through customer experience department. she is upset that the technician drove off and did not switch the gas Meter and she had someone that sat there all day. The call was transferred her to a manager.
  On 09/20/22, a supervisor returned Ms. ***** call. Ms. ***** stated that she already received assistance.  The supervisor verified the meter change was scheduled for 9/21/22. Ms. ***** did not have any other questions.
  On 09/21/22, Ms. ***** called very upset that when technician visited the property, he was not aware that she wanted her original meter replaced (opting out of smart meter). Ms. ***** stated that she wanted to speak with a manager, there was no answer on the supervisor. The representative put in a request for a call back.
  On 09/21/22, Ms. ***** called in requesting to speak to a manager. The representative advised that there was a previous request for a supervisor call back. Ms. ***** asked for the names of the previous representatives that she spoke with.  The representative stated that se provided that information along with what was noted.
  On 09/22/22, Per Security, all future visits to this premise must be accompanied by an officer ******* It was noted that Ms. ***** requested to opt-out of the smart meter because the meter is making her sick.  The customer is getting frustrated and may become more frustrated when we have to visit to complete the meter change to the old meter.
  On 09/22/22, Ms. ***** called in to speak with a supervisor because she doesn't want the smart meter and will not pay additional fees for keeping the old meter. The call was transferred to a supervisor spoke with Ms. ***** and verified meter exchange will be 9-23-22 (1st job per *******) for non-Amr Diaphragm meter.  The supervisor advised again of $30.00 monthly fee billed to gas account and $100.00 install fee. Ms. *****_ understood.
  On 09/23/22, Ms. ***** filed a complaint with the ****.
  On 09/23/22, the meter was changed.
  On 10/04/22, Ms. ***** called in a NO GAS, she stated that the flea problem was rectified. The technician arrived and found that the gas was on, the furnace was not working. The technician noted that all ok there, the gas was on. He stated that Ms. ***** called because her furnace was not working. He stated that the furnace would not start the sequence of operations. He cycled water heater and noted all was ok.  Ms. ***** requested to speak to a supervisor, the call was transferred. The supervisor stated she said hello a few times and there was no response. She noted that she could the caller talking to someone in the background. She said hello again and then advised that she would disconnect the call if no response and said hello one more time. I didn't get a response, so she disconnected the call.
  
  NOTE: the technician that arrived on 09/19/22, stated the following:
  He was sent to 541 H____Place for a meter change due to the customer not wanting the smart meter that was there. The customer wants the old-style meter that has to be read every month. He informed her of the charges that she would incur. She states that the new meter is bad for her health. Her name is E____ ***** at 314-____-____. She is located in ******** at 541 H_____ Place. The technician contacted his ******* and was told to contact the meter shop with the information. He contacted the meter shop supervisor and was told to forward the email to the customer experience department so they can complete this task for the customer as soon as possible. He stated that Ms. ***** is frustrated because she keeps getting the runaround.
  NOTE: The confusion with getting the smart meter removed and installing an AMR meter at the requested time was because the process was not properly handled.  The technicians no longer have AMR meters on the truck due to the smart meters being installed whenever they go to a premise for a work order. The process is that when a customer request to opt out for the installation of the smart meter. The representative will create a case for a meter exchange (for the next business day) along with a field activity to remove the Smart Meter if one was installed. The representative should add special instructions and schedule an appointment with customer for an available time slot. The representative must inform the customers that $100.00 will be charged for the meter change and will appear on the next bill and $30.00 fee will be billed monthly due to the need to manually read the meter
           
  THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION         

  Customer Answer

  Date: 10/19/2022

  The company did not charge me as they said they would.  And much thanks to the BBB!

• Initial Complaint

  Date:09/16/2022

  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.

  Letter that was written to Spire Gas Co. to ************************* with no response. -- -- In short Spire Gas Co. locked meter without reason.-- --
  
  I contacted your CS team for assistance with my recent experience, and I received a call back from the claims department from a ******* ********. I had explained to him that my gas had been shut off without reason and proceeded to inform him of the domino effect this triggered. Conveying to him that this failure in turn became costly for me, as I went as far as buying and installing a new water heater.
  
  I became very displeased with his overall approach to the situation so I requested to speak with someone else, and he responded with " the only other person I could speak to was a lawyer." His tone was very unpleasant and hardly remorseful for the inconvenience this had caused me. He proceeded to speak over me stating "the best I can do is offer you $150 do you want the check or not." It was evident he was very much on a high horse and speaking in an abrasive tone. Mr. ******** is a VERY poor representation of the company.
  
  Ultimately, if Spire had never made this mistake, I would not have been misquoted for a new water heater. There would not be reason for me to seek help to rectify the problem.
  
  I am not asking for Spire to pay for my water heater. I am asking for compensation to honor the mistake also understanding the stress and hardship this has caused. Mistakes happen but there is always cause and effect. You never know how one mistake on your behalf has an effect on another party.
  
  It was not only monetarily stressful, but also physically and mentally stressful.
  
  Again, this could have all been prevented had the proper steps been taken. Even after the mistake was made there was no notification left that the gas had been shut. Had I been notified at the time the lock was placed on my meter, I would never have to seek other avenues.
  
  
  Needless to say, my overall outlook of Spire is beyond disappointing.

  

  Business Response

  Date: 09/30/2022

  Spire
  Community Services Department
  Better Business Bureau                                             
  CASD Investigator: ** *******
  Customer Info:                    Account ID:                                         Complaint ID: ********
  *** ***** ***** ** ***********
  ***** **** **
  ****** ** ******
  
  Comments:
  Ms. ***** filed a complaint with the BBB stating we locked the meter as
  her residence without reason or notice, so she purchased a new water heater since
  she was unaware of the disconnection. She states she spoke with a claims
  representative and was unhappy with her experience. She states she is not
  requesting we pay for the water heater, rather she is requesting additional
  compensation to honor the mistake. Ms. * states the situation has not only been
  monetarily stressful, but physically and mentally stressful.
  
  Upon receiving the complaint, a claims
  department manager contacted Ms. *  regarding the situation.
  
  Account
  Details:
  On
  08/29/22, Ms. *  spoke with a customer service
  representative, stating she had no gas service at her home. She stated she
  purchased a new water heater as she was unaware the gas was off and locked
  at the meter. The representative scheduled for a technician to visit the
  residence to investigate.
  On
  08/29/22, a technician visited the premise and found the meter off and
  locked, but no one was home, so he was unable to restore service.
  Later
  that day, another technician visited the residence and found the meter
  off and locked. He reconnected the service.
  On
  08/30/22, Ms. *  sent an email to customer service
  requesting the contact information for the claims department manager.
  On
  08/31/22, Ms. * ‘s
  information was emailed to the claims department for investigation.
  On
  09/16/22, a customer service representative responded to the email
  advising we could submit a request to the claims department to have a
  representative contact her. The representative requested Ms. *  provide information regarding the claim.
  On
  09/20/22, Ms. *    emailed customer service advising she
  received a call from a claims department representative and explained her
  gas was disconnected without reason, so she was unaware and purchased a
  new water heater. She stated she was very unhappy with the representative’s
  approach and overall experience. She continued that she was not requesting
  we pay for the water heater, rather we provide compensation due to her
  physical and mental stress. A representative responded to the email
  apologizing for her unsatisfactory experience and advised she had resubmitted
  the information to the claims department.
  
  Upon further investigation,
  we found that there is another * * ** with a different zip code and on 08/24/22
  and a third party technician visited Ms. * ‘s address before visiting the other * * ** for a disconnect for non-payment
  appointment and found one of our trucks at the residence. Based on this
  information, we may have visited the wrong address for the disconnect for
  non-payment and Ms. *    is working with the claims department manager
  to resolve this situation.

• Initial Complaint

  Date:09/06/2022

  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.

  Spire was putting in new gas lines on my street. They put new gas lines in my gangway. Others in my neighborhood had their lines in their front yards. I talked to the project manager when they were working, They had already started. They dug out the sidewalk, put in new pipe, but didn't replace the concrete. So with recent flooding my home took on water and things were damaged. I called Spire about it; I spoke with a claim adjuster. I provided pictures, estimates. I called him when I didn't hear from him. He told me the estimate was too high and told me to get a lawyer, because they weren't going to do anything about it.

  

  Business Response

  Date: 09/26/2022

  Spire
                                                                        Community Services
  Department
                                                                             Better Business Bureau
                                                                          CASD Investigator: ** *******
  Customer Info:                                                                                      Complaint ID: ********
                                                                                                                         Rate:
  GH Residential
  Comments:
  Mr.
  ***** filed a complaint with the BBB stating Spire was installing
  new gas lines on his street. They put new gas lines in his gangway although others
  in his neighborhood had their lines installed in their front yards. Mr. *****
  spoke with Spire’s project manager and explained that when they were installing
  the lines, they dug out the sidewalk, put in new pipe, but didn't replace the
  concrete. So with recent flooding in his area his home took on water and some
  of his items and property was damaged. Mr. ***** called Spire about regarding
  the water damage. He spoke with a claim adjuster and provided pictures,
  estimates. The claim adjuster was supposed to had called him back but when he
  didn't hear from the adjuster, he called. The claims adjuster advised him that
  the estimate he provided was too high and told him to get a lawyer, since Spire
  was not going to do anything about the damage.
  
  Upon receipt of the complaint, I called Mr. *****_ and
  advised that I received the complaint he filed with the BBB. I apologized for
  the conversation he had with the Claims adjuster. I advised him that I would
  reach out to the Claims department on his behalf for a resolution.
  
  On 09/09/22, I reached out to the Claims manager and advised him of Mr. *****’s concerns. I was advised that on 8/3/22, Mr. ***** called in about his basement flooding.  Saint Louis had historic rains in which most areas had flooding, that week and the week before.  The riser hole was backfilled and covered outside of the house, but not concreted.   Other neighbors, who did not have riser hole unconcreted, also had flooding according to the construction supervisor.  As with the many flooded basement claims received in those two weeks, Mr. ***** was instructed by phone and email that he will have to support his claim with photos and costs.  Mr. ***** stated that he took up his carpet after the flood and did not take photos of it and was unable to support his claim at that time.  He did provide an estimate for $6,107.68.  Furthermore, he was unable to show from the inside where the water came in from. Mr. *****’s claim was not denied, he was advised that additional documentation was needed, which he refused to provide.  The Claims department advised that Mr. ***** was the one who stated he was going to call his attorney. 
  On 09/09/22, a claims specialist called Mr. **** and advised that he was reviewing the claim and would follow up by the 13th. He advised that Spire was sending ServiceMaster out for any residual clean up and will be working with Mr. ***** to resolve.
  On 09/13/22, Spire sent a contractor to address the alleged damages.
  On 09/26/22, the claims specialist advised me that the cleanup and mitigation work has been completed by ServiceMaster. He spoke with Mr. ***** earlier today and requested that he provide a list of damaged contents items and an estimate for the restoration of his property. He agreed and is thus far satisfied with the progress.
  
  
  
           
  THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER
  INFORMATION         

  Customer Answer

  Date: 10/04/2022

  I don't agree with any of this.  The hole was not backfilled.  The claims adjuster for Spires told me to get some estimates, so I did.  I sent them in, and he didn't call back.  I called him after 2 weeks, and he said the estimates were too high, he didn't want to pay that.  I asked him what they were going to do, because I was getting mold.  He said well, I guess you better get a lawyer.  That is THEIR claims adjuster.  Now they have set me up with a new claims adjuster, and he is supposed to call me on Monday.

• Initial Complaint

  Date:08/25/2022

  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.

  I called the company early this year in February to shut off the service. They did not show up and instead sent me a bill. When I got the bill, I called again and again scheduled another shut off. Again did not shut it off and did not remove the bill. I called again and I asked to speak to a manager. They wouldn't let me. Now they have reported it to my credit report and sent me to collections. They claim I owe $300. I haven't even used gas.

  

  Business Response

  Date: 09/22/2022

  I contacted *** * * and advised that under the phone number we have listed on file, I was unable to locate any calls of him requesting to stop service prior to 04/21/22 and asked if he had any other phone numbers he would have contacted us from. *** * * provided me another phone number and I advised I would contact him once I investigated further. I nor my colleague were able to locate any calls with the secondary number requesting to stop service. I contacted *** * * and advised that we were unable to find any record of him requesting to stop service prior to 04/21/22. I also advised that if he could provide documentation, such as a lease or other utility bills, showing a stop of service at the address, we would be able to correct the billing. I continued that as of now, he is responsible for the account balance of $322.88 and recommended he contact *** if he needed assistance with paying off the balance. I stated that if he does find documentation at any time, he could reach out to me directly and I could work with him on correcting the account.