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:04/16/2025

  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.

  I am being charged for a past due account for April. I did not receive a bill in March. They are charging me $254.17. I never received a bill in March that would have been $162.17. They say that if I don&#**;t pay the full amount, they will cut off my services.

  

  Business Response

  Date: 05/13/2025

  On March 12th a bill was issued to the customer in the amount of $162.17 due by March 27th 2025. On April 10th a bill was issued to the customer in the amount of $254.17 which included a past due balance and a disconnection notice. On April 17th 2025, a payment was made of $254.17 the entire balance owed. Customer is no longer in threat of disconnection and has satisfied payment due.I waived late fee as a courtesy.

• Initial Complaint

  Date:04/14/2025

  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.

  I sent a payment in on March ******************************* to SPIRE. This has happened before with them. I asked to speak to a supervisor because I was charged a late fee. I paid the bill on time. I don&#**;t make late payments. They have a problem because I was charged a late fee. It still hasn&#**;t cleared. I would like for them to process my payment and to figure out why my payment hasn&#**;t been received by them.

  

  Business Response

  Date: 05/13/2025

  On April 29th,2025, we received payment for $140 via check. We have removed the late fee of $1.05.
  
  Spire has noticed some delays in mailed payments and is conducting an investigation to resolve this matter. 

• Initial Complaint

  Date:04/08/2025

  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 contacted me in Jan 2025 stating that my gas would be turned off at my rental property at ************************************************************************* I had previously established a landlord account which to my understanding meant that I would receive bills for the gas until a tenant switched the gas into their own name. Once they switch the gas then they receive the bills and when they move out, the billing reverts back to me. The Spire *** told me there was no account set up for the property even though I previously had a personal account. We reestablished the landlord account and I settled the balance. In April 2025 I received a call about a $1,469 bill for my rental property. The details showed charges from Jan 2024 through Oct 2024 when a tenant was in the house. I never received a bill, email, or phone call from Spire during that period about the charges. When I contacted Spire they said it is likely the tenants never set up their own account and that they were unsure why I was not contacted or sent a bill. Further the *** told me a landlord account was still not established and after researching told me it is not possible to establish a landlord account for only 1 property. It appears that lack of knowledge, malfunctioning systems, and poor record keeping resulted in their failing to notify me of multiple issues with my account AND charges for service when I had reason to believe that someone else was being charged for service. I should not be responsible for these charges due to their negligence and faulty systems.

  

  Business Response

  Date: 04/16/2025

  Please see attached.

• Initial Complaint

  Date:04/02/2025

  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.

  I set up an Auto pay on 2/21/24 4/1/25 I get shut off for non payment with a bill if $569 to reconnect they need another $150 deposit plus $65 for a reconnect fee. I called and explained the situation and asked if they could at the very least take off the reconnect fee, their response was that they can spread the $65 dollars across 4 months..... this company price gouges and has no morals !!! here is a break down of my last months bill:Usage: 131 Ccf totaling $81.40 delivery charge: $80.40!!!!! THIS COMPANY IS A MONOPOLY AND THE MISSOURI AG WILL BE HEARING ABOUT THIS

  

  Business Response

  Date: 05/13/2025

  After reviewing the account, I have waived the $65 fee as a courtesy.

• Initial Complaint

  Date:04/02/2025

  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.

  Spire dug a substantially deep pit to replace a gas meter on 12/07/2024 on my property on ******************************************* As of today 4 months later an open pit still exists. This is creating a very dangerous situation to the general public since it is right next to the street and a lot of pedestrians walk this area all the time. Cones are in place during the day but they are not visible at night. I cant imagine any company leaving a liability of this nature and posing a risk to the general public . Ive contacted them with no response in return. I previously submitted complaint thinking it was American Water but they confirmed it is Spire *********** who is responsible party. Thank you for assistance in getting this unsafe situation corrected.

  

  Business Response

  Date: 05/13/2025

  After reviewing this account, the customer called in concerned about a hole that had been dug in his yard 12/7/2024 that was still open. Spires Construction & ********************** was contacted and a supervisor spoke with the customer, had the hole backfilled and had sod put down. The repairs have now been completed. 

• Initial Complaint

  Date:03/10/2025

  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 have called in for a week to customer service line given for **********************. There is no way to contact them via online or on there website for billing issue to be fixed. I moved out of my old resident which i rented form a landlord and requested a transfer or service. Im being told i open but didnt close. Im not sure what happened but i simply asked to speak to a supervisor to fix. I was told they can only check to see if one is available and if not i have to call back. Ive requested a call back in 24 hours and never received one. The customer service providers are trying to argue with me about me not transferring service. This is not your job. It should be able to be fix and not this big of an issue. If i need to do a three way call with the complex its not a hard problem. I just now got an email to customer service which also isnt posted or given on the website ******************************************************************* This leaves my account up to people who are arguing with me and hanging up on me and being rude. When i have a bill due in two weeks on top of the this last bill that is ******. It went up by 500 dollars and they are saying its because i never canceled. Not to mind you I paid 350 dollars that ardent showing as paid on either account. This business needs a new contract with a call center that actually cares and wants to work. I worked at a call center and this is blocking customers from properly accessing customer service and to be able to fix an issue or request it. I should not be being told i didnt do something or Im wrong. This is not solution based or problem solving behavior. My bill is due tomorrow and Ive been calling for a week.

  

  Business Response

  Date: 03/24/2025

  The customer started service online on **********.
  On 3.3.2025 the customer called in and stated she stopped service online. We advised her there was no record of a stop service. The customer requested a supervisor to call her back and to schedule a stop service at previous address as of 3.4.2025. The supervisor received the request and called the customer back she left a voicemail.
  On 3.10.2025 The customer called and said that she did a transfer of service 12.25.24 a review of the account shows no stop service was completed at that time. She requested a supervisor to call her back. We advised the customer that she started service at new address online 12/24/24 and never scheduled a stop for old address. We advised that apartment complex would have to claim the debt during that time.
  On 3.10.2025 customer called wanted to speak to a supervisor regarding this matter.  The customer has requested supervisor when she calls in and the supervisor does call her back and leave messages. The customer requested a supervisor call when she called in 3.10.2025 and the supervisor stated in her notes that there was no answer, and she did leave a message. In her message she stated for the customer to call back if she had any other questions or concerns about her account. The customer did start new service on a non-business day online there was no contact with us. This is not a Spire error that the customer did not process the stop.
  On 3.11.2025 The supervisor called her and was able to go over the bill and explain what was going on with her account. We went over the pledges and payments on the account and went over the balance. Advised her that the Landlord would have to call in to have assume responsibility for the usage since they know the date she moved out. There was a delay with the first bill for her new address was delayed based on the meter read so the bill printed 2.24.2025 and it was from 12.24-2.24.
  On 3.18.2025 the landlord called in to take full responsibility for the previous address effective 12.31.2024.
  A rebill was completed on the account. The new bill with new balance will generate on 3.25.2025.

• Initial Complaint

  Date:03/05/2025

  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 missed a call from Spire at about 9 am on 3/4/25, the message just stated to call them, within 2 hrs of that message a tech showed up and shut my gas service off. I called Spire and paid the amount they told me to and the lady said my service would be restored today 3/5/25, she also stated that it was an all day appointment and I would have to stay home the entire day to wait on the tech. I would like to note that there were high winds, freezing temps and snow today. I called them at 6:30pm to inquire about my appt, since no one had showed up to restore service all day and my house was freezing, to which the ***resentative informed me that I didn't have an appt and I in fact owed them more money before my services would be restored. So now I have to stay home yet another day missing work and class to wait on a tech. The *** I spoke with today could not articulate why I was given different dollar amounts to pay and that I could not speak with a supervisor. They also told me that they didn't warn me about the potential disconnect bc I have to log on to my account to find that out myself since I opted for paperless billing. I think at the very least I should not have to pay the restoration fee. I paid $384.22 on 3/4/25, and $76.84 on 3/5/25.

  Customer Answer

  Date: 03/06/2025

  I called spire again today 3/6/25, to make sure a tech was coming out since the temperature of my house is in the 30s. I was informed that my appointment was scheduled for 3/7/25 and not 3/6/25. The *** said the appointment is automatically scheduled for the next day following payment, I made payments on the 4th and 5th so this did not make sense. So I am inclined to believe the *** I spoke to last, 3/5/25, intentionally moved my appointment to the 3/7/25. However the *** I spoke with today 3/6/25, called a tech and made sure someone would come out by this evening. Also I wanted to note that last night my remaining balance 3/5/25 was $20, it is now $183 and stating that I have a past due balance of $12.11 that I needed to pay to avoid disconnect. So that is a third new amount. Which I paid to avoid any problems. 

  Customer Answer

  Date: 03/06/2025

  Its now only a few hours later on 3/6/25 and my bill has increased to $235.97. 

  

  Business Response

  Date: 03/12/2025

  On March 4th, 2025,the customer spoke with a representative advising gas was disconnected and she did not receive any notices. The representative advised her disconnection notice was attached to her bills and she receives them by email. The customer advised she wanted to schedule reconnection and remove from paperless billing. The representative assisted the customer with making the payment for reconnection and advised her that the reconnection would be for the next day, March 5th 2025, an all day appointment.
  
  The representative did not properly schedule the reconnection for March 5th, 2025, which prevented it from being added to the service area's schedule. The representative supervisor was sent this information for training opportunities.
  
  On March 6th,2025, the customer called and spoke with a supervisor because of this error;the supervisor scheduled for her service to be restored that same day. The service was restored on March 6th, 2025.
  
  I have credited the customer's account for the $65 reconnection fee.
  
  

• Initial Complaint

  Date:03/03/2025

  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.

  On February 28, 2025 Spire sent their technician, Mr. ******* ***** to my house for what Spire called a mandatory meter change. Mr. ***** insisted on disconnecting the gas line from the burners on my stove, before changing the meter. After changing the meter, I told Mr. ***** to reconnect the gas line and leave, I was in a hurry. Mr. ***** responded with obscenities, took his time, and insisted on thoroughly inspecting the line. NOTE: Mr. ***** is 6'2" (approximately); I could not throw him out of my house. Mr. ***** then told me that I have a leak of my backburners, and refused to re-install the gas line. Mr. ***** then "red-tagged" the stove.The next day, I called a plumber who was only able to reconnect the front two burners, and told me that there was no gas leak. I will have to pay this plumber $95.00.REMEDY:1. Spire is to reinstall gas service to all 4 burners, or replace the stove, 2. Require Spire to pay me $95.00, 3. Spire will send no more technicians into my house.

  

  Business Response

  Date: 03/12/2025

  When the technician concluded the appointment for this customer to install the meter, he had to check all appliances connected to the gas meter for safety purposes. The technician safety check concluded that there was a leak at the gas stove, which would not allow the pilot to stay lit. The technician issued a hazard tag for the stove and informed the customer to contact a licensed contractor to repair the stove.  
  
  We cannot speak to any leak checks done by third-party contractors; however, our technicians are trained and use various measurements to determine a hazard. If any of these checks detect a leak or hazard on any gas appliance, our technicians are instructed to leave and refer to a licensed contractor for repairs. The cost for the repairs is the responsibility of the owner. 
  

  Customer Answer

  Date: 03/12/2025

  Complaint: 23014403
  
  I have reviewed the business' response and am rejecting it because: the contractor should have never inspected the stove.
  
  
  
  Sincerely,
  
  ****** **********

  

  Business Response

  Date: 03/24/2025

  All gas appliances are a requirement to be inspected before technician leaves. This is a safety precaution and requirement. The technician was required to inspect the stove.

• Initial Complaint

  Date:03/01/2025

  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.

  For the last 3 months now, I have had to cll them about issuing me a bill at the end of the month. I called them early last week and they told me that someone was coming to read the meter. 3 days later no bill showed up on-line. then 2 days later my bill showed up on-line. Today, I got a paper bill that stated it was an estimate. Why am I having to call them every month for my bill and why do they tell me someone is coming to read the meter when no one has??? Also with the paper bill was a sheet telling me to read my own meter! I don't know how to read the meter!!! I think this is just bad service!

  

  Business Response

  Date: 03/14/2025

  Customer Info:  Wxxxxxx  Mxxxxx                                                                    Complaint ID:  ********
  3xx Sxxxxr Plx
  ******************, ** 63376                          
                                                                                                                                                                                      __________________________________________________________________________________
  Comments: For the last 3 months now,I have had to cll them about issuing me a bill at the end of the month. I called them early last week and they told me that someone was coming to read the meter. 3 days later no bill showed up on-line. then 2 days later my bill showed up on-line. Today, I got a paper bill that stated it was an estimate.Why am I having to call them every month for my bill and why do they tell me someone is coming to read the meter when no one has??? Also with the paper bill was a sheet telling me to read my own meter! I don't know how to read the meter!!! I think this is just bad service!
  Account Details:
  When a Missouri customer receives an estimated bill, they will also receive a Self-Read insert. This
  insert directs them to visit ************************************************************************************** or scan the ** code to enter their
  meter reading information.Customers can enter this information themselves. However, if they need
  assistance, the details on how to read the meter are in the Bill ****** Example. I will be requesting a Meter Test at this address.  I have not been able to reach the customer to have it scheduled. The customer mentioned that his bill did not come on time and was on-line.  We do recommend all our customers set up for my account which he has done.  That is good in the event the mail is lost or does not come on time.  Mr. M has very good pay history and there are no late fees on the account.
  

• Initial Complaint

  Date:02/10/2025

  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.

  Contacted Spire to disconnect service from a house that I moved from in the last week of December 2024. They've continued to charge my account since then, and have now issued a bill to me for months after I requested the service be disconnected while the home was vacant. When I called and escalated the matter with their customer service department manager, I was told that they were in fact able to backdate the disconnect date and correct the bill, but they wouldn't do so. A business that has policies and says they are committed to the BBB's Standard's for Trust, that operates completely outside of those exact standards shouldn't be able to advertise as such. The "manager" in the customer service department, refused to escalate the matter to somebody who could make a decision regarding the account, and rather gave an arbitrary excuse as to why he either refused to correct the bill on the account, or escalate the call to somebody who could correctly examine the situation with integrity and authority.

  

  Business Response

  Date: 02/24/2025

  please see attached