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:08/10/2022

  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 have to continually argue with this company about my usage and monthly bills for account number **********. I barely use any gas in the summer months but still I am being billed several hundred dollars for my gas use. This company is not reading the meters as they should and then billing me an estimated fee based on the previous tenants. There is no way I am using the amount of usage they are claiming on my bill.

  

  Business Response

  Date: 08/17/2022

                                       
  Comments:
  
  *** *__
  filed a complaint with the BBB stating she is receiving high summer bills,
  reviewing her bills she does not agree with the usage. After speaking to a
  representative that she was advised that the billing was estimated and was
  based off the previous tenant’s usage.
  
  Upon
  receiving the complaint, I called *** *__ and left a voicemail advising that
  her complaint was received, and I would call her back after the investigation.
  
  Account
  Details:
  
  On 03/25/22, a pledge paid in the amount of $652.00
  On 03/25/22, a bill was rendered in the amount of $1,061.62. The CWR budget amount due was $274.56.
  On 04/22/22, a payment posted in the amount of $274.56.
  On 04/26/22 a bill was rendered in the amount of $319.96. The CWR budget amount due was $0.00.
  On 05/25/22, a bill was rendered in the amount of $382.13, the CWR budget amount due was $206.44. The customer was billed $62.17 for 43 CCF’s from 04/26/22 to 05/24/22.
  On 5/27/2022, *** *___ called customer service and spoke with a representative regarding her amount due. The representative reviewed the account and advised that she received a pledge in the amount of $652.00, her balance remaining was $409.62, the representative explained that the budget amount due is $206.44. *** *___ was not happy with the explanation and requested to speak with a supervisor. The call was transferred to a supervisor, the supervisor explained her bills and usage and offered to place *** *____ on a general payment arrangement. The general payment arrangement would be $63.53 for 6 months to pay off the arrearage plus her monthly bill amount. *** *____ accepted to be placed on the general payment arrangement. The supervisor also emailed her information on Spire assistance programs.
  On 06/27/22, a bill was rendered in the amount of $415.09. The amount due was $97.49 ($33.96 current charges + $63.53 arrangement amount).
  On 07/11/22, a payment posted in the amount of $65.00.
  On 07/20/200, *** *___ spoke with a customer service representative concerning her bill. The customer service representative explained that she had an outstanding balance of $349.00 at the time her account was set up on the payment plan for 6 months back in May. *** *___ asked questioned what her bill amount would be in 6 months, the representative advised that she was unable to predict future bill amounts since the billing is based on actual usage. *** *___ questioned if we received a pledge payment from agency, the representative advised no pledges had been made since the pledge in the amount of $652.00 that paid on 3/25/22.
  On 7/26/2022, *** *___ emailed customer questioning if a pledge had been received. The representative advised not at that time.
  
  On 07/26/22, a bill was rendered in the amount
  of $378.24. The amount due was $124.17. *** *___ did not pay the full
  arrangement amount due on the last bill.
  
  On 07/28/22, *** *___ requested a supervisor call her, she stated she was advised from the agency that her pledge should have been paid in March. The representative advised there was no record of a pledge.
  NOTE: A pledge posted in March for $652.00, that was not the pledge in
  question.
  On 08/01/22, an email was sent to ******** ****** *** ******** ******** advising that a pledge in the amount of $415.09 had not posted to the account for *** *___.
  On 08/04/2022, *** *__ spoke called customer service to see if a pledge had been received. The representative advised not at that time.
  On 08/11/22, *** *____ filed a complaint with the BBB.
  
  On 8/17/2022, I
  spoke with *** *__ and apologized for any inconvenience. *** *___ informed me
  that her bill was supposed to be set up on budget billing when she moved in August
  2021. I reviewed the account and found that the account was not set up on
  budget billing at that time. I advised *** *___ that she was on the CWR plan
  and when she spoke to a supervisor in May she was placed on a general payment
  arrangement. I advised *** *___ that after reviewing the account there was no
  record that her bills were estimated, her billing was based on her actual
  usage. Prior to calling *** *____ I spoke with a representative with the agency
  who made the pledge on the account, she advised me that the original check was
  lost in the mail and they resent another check on 08/10/2022 for $415.09, which
  covers her entire balance. *** *___ was satisfied with the resolution.