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:11/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My gas was disconnected. Friday I paid the bill they informed me no one was available to turn it on same day. Nothing over the weekend. Its 50 degrees inside my home and children live here. Scheduled me for an appointment Monday the technician says he came and never showed there was no ticket no knock no sign anyone ever showed up. Got off work Monday the office is closed still no heat, call Monday morning again no same day appointments theyll schedule me for Wednesday. Its Wednesday I still dont have heat I have to go to work and the business insists someone must be here and they can not under any circumstances make my appointment for a smaller window or send a tech before I have to leave. They dont have access to reach their techs they claim, they cant reach them, there is no emergency options. I paid on a Friday and 5 days later with children and freezing temps outside no one has helped. Honestly not even a drop of compassion.

  

  Business Response

  Date: 12/03/2024

  The customer meter was disconnected for nonpayment on October 22nd, 2024. The customer called on 11/22/2024 to make payment and schedule reconnection, this was a Friday. The next available date was Monday, November 25th. The technician went out on November 25th to reconnect the gas and stated no one answered the door, he left a tagged on the door and appointment was cancelled due to no access to home in order to reconnect the gas. The customer called on November 26th to reschedule the missed appointment. The gas was reconnected on November 27th. 

• Initial Complaint

  Date:11/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our natural gas bill has been off the chart. The only utility in our home that uses natural gas is the heat. We have been receiving a bill every month since March 2023 ranging from 60.00-150.00 just for having service.6 months of service added up to ******* and we were not using natural gas for anything. Here we are in November, and we cannot get service to keep us warm due to this.

  

  Business Response

  Date: 01/09/2025

  Gas was disconnected on October 17th, 2024, for non-payment with a balance of $2609.99. Prior to the account being disconnected, the last payment made on the account was November 30th, 2022, the balance the customer is referencing is an accumulated balance from November 30th 2022 through October 17th, 2024, when service was disconnected. The balance is from almost two years of usage with no payment. The customer is eligible for CWR payment arrangement. 

• Initial Complaint

  Date:11/25/2024

  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 11/25/24 a spire worker came to our address to connect gas. Upon inspection it was noted that furnace had a leak- we were told that once the leak was fixed, a worker would be right out to connect service. When we called back to let them know the leak was fixed within about 3 hours, we were told no one will come out until the following Monday- seven days away. Temperatures are dropping below freezing and they are leaving a family in the cold during the week of Thanksgiving.

  

  Business Response

  Date: 01/08/2025

  The gas was restored on 12/2/2024. The reconnection of the gas was scheduled based off the next available date available for a technician to restore service.

• Initial Complaint

  Date:11/08/2024

  Type:Sales and Advertising 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 8/18/24 Spire replaced my gas meter. The next morning I had a Carbon Monoxide alarm while my teenagers were home alone. The fire department came and this was very traumatic Turns out the meter was bad and had to be replaced. After the gas was turned off and back on my water heater would not stay lit and had to be replaced. I felt this was a direct result of this issues with the meter. I didnt file a complaint at the time. Spire never followed up on the issue with the meter. I had to leave work to attend to this issue. Now spire has turned my gas off for missing a $207 bill. The bill was paid the day of disconnection but it is not the policy of spire to turn the gas back on without the customer notifying them. I didnt even realize the gas was off until I came home Friday evening after work. Now they will not turn it on until Monday. So a whole weekend without hot water or heat. This is the only option for natural gas service which is a monopoly. The poor communication around my bill, the inconvenience of the meter and the cost of my water heater is ridiculous but now to not reconnect the gas for 3 days is absolutely unacceptable.

  

  Business Response

  Date: 11/22/2024

  Please see the attached report.

• Initial Complaint

  Date:10/30/2024

  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.

  No October bill and no direct answer. I'm afraid they have had a security problem with my personal information. Vague and no response have made this a good possibility. Also, a Spire employee spent days walking around my subdivision, and they say "he may have been" but won't answer. I believe it is impossible for them to dedicate an employee to a task for days and not know. This billing problem and employee activity is very unusual, and they need to give direct answers.

  

  Business Response

  Date: 12/03/2024

  This customers meter was changed in between his billing cycle for the month of October. The account was sent over to our billing department for review, the billing team update the bill and sent it to the customer on November 12th. There has been no breach of the customers information and account is now current on all bills and payments. 

• Initial Complaint

  Date:10/23/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my gas turned off at my home for the summer in April 2024. I called on October 16 to restart service. The representative I spoke said she was unable to make the appointment for me and was also unable to connect with someone else at Spire who would be able to assist. On October ******************************************************************************************************************* While on the phone, I logged into my Spire account online and found the options to initiate a service request were grayed out and I was unable to select any of them. I asked to speak with a supervisor. The supervisor said that I was unable to make the appointment at this time because my gas line had been capped at the street. She said they cap lines after a few months of inactive service for safety reasons, but also said the line had been capped in May, just weeks after I had my service stopped. She said that she would refer me to the sales division, who would get back to me in 2-3 days, saying also she would expedite the request, and that she would waive the $65 fee for reconnecting service. The following day, at 4:30 PM, while I was out of the house, I received a call from a Spire technician saying he would be at my house in two minutes to turn the gas back on. I was confused, because it did not seem to me like uncapping the line would be a simple fix at the end of the day on Friday. When I told him I would not be able to meet him at the house and required more notice than he had given me, he said he would put me down for a reschedule.I would like someone from Spire to contact me and explain the true and accurate status of the service at my address, what is needed to initiate service, and to work with me to schedule a time for the work to occur.

  

  Business Response

  Date: 10/29/2024

  See attached

• Initial Complaint

  Date:09/24/2024

  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 turned off my gas about 2 weeks ago, stating that I would need to pay $3600 to restore my service. I have no idea where this amount has come from and the only thing , I never received a notice of disconnection, that they can tell me is that this was from 7-8, years ago when someone else resided here before me, I have been residing at my home for 6 years and when I established gas here, I did not receive a bill for this amount until a week before it was disconnected. They are telling me that it is transferred from a previous tenant, that I have no idea who this person was. I am not responsible for an account prior to me moving into this apartment.

  

  Business Response

  Date: 10/03/2024

  Comments from BBB: Spire has turned off my gas about 2 weeks ago, stating that I would need to pay $3600 to restore my service. I have no idea where this amount has come from and the only thing , I never received a notice of disconnection,that they can tell me is that this was from 7-8, years ago when someone else resided here before me, I have been residing at my home for 6 years and when I established gas here, I did not receive a bill for this amount until a week before it was disconnected. They are telling me that it is transferred from a previous tenant, that I have no idea who this person was. I am not responsible for an account prior to me moving into this apartment.

  
  
  

   

  Account Details:

  On 7/25/2024 bill was sent to customer; the billing statement reads Your account is past due. If the amount of $3,357.19 isn't received by 08/15/24, unfortunately we'll have to turn off your natural gas service. Please see the enclosed letter for more information, including the cost to reconnect,payment arrangements and assistance options.

  On 8/16/2024 a 96-hour notice was issued.

  On 8/21/2024 the meter was disconnected due to non-payment. On 8/27/2024 Spire sent a FINAL Bill.

  According to the financial history there is not a financially responsible transfer from another address. The customer was on a payment arrangement,and she was paying less than her actual usage. When The bills have been sent monthly to her residence.  She has had active service at this address from 9/2/2017.

  After reviewing her account, we scheduled a start service for 10/7/2024.  That was the earliest day the customer was available, and we also scheduled a meter exchange to test the meter. We also referred her to our weatherization team to see if there was any additional help available to help keep usage low. Upon receiving the meter test results, we will discuss payment arrangement options etc. at that time.

• Initial Complaint

  Date:09/16/2024

  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 did not have hot water. I called 2 companies to fix the hot water heater because the pilot light would not stay lit. Because of the age of the heater both companies refused to fix the heater recommending a replacement. After installing a new water heater the installer discovered that Spire locked / turned my gas off without notification.

  

  Business Response

  Date: 10/03/2024

  Please see attachment.

  Customer Answer

  Date: 10/04/2024

  Complaint: 22294872
  
  
  
  I have reviewed the business' response and am rejecting it because:
  
  This response by Spire is a lie. Spire statement: “The technician found and fixed the leak and since the customer was not home, the technician left the gas off and left a tag on the door. Spire is not at fault since the customer called in the gas leak and there was a door tag left informing the customer that the gas was off and locked”, is false. I watched the technician on my security feed, and he did not approach the front door. The technician did not leave a tag on the door.
  
  
  
  Sincerely,
  
  
  
  Aurellia Miller

• Initial Complaint

  Date:09/04/2024

  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 received a gas bill with a different address listed on it but my full name is listed on the bill. H****36**37363432**H said to send the bill back but wouldn&#**;t give me any other information. They are refusing to turn on services for me stating I have an unpaid bill from 12 years ago but this is incorrect.

  

  Business Response

  Date: 10/01/2024

  please see attached

• Initial Complaint

  Date:08/30/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I logged into my spire account on 8/30/24 and it said it was locked for security reasons and to call them. Apparently a fraud alert was put on my account the previous day on 8/29. (Per my (only)call to spire on 8/30 around 10 am CST 8/30/24.) They wont remove it without an explanation of my payment history. Apparently paying on time to the tune of having a credit balance for months with no refunds ever requested is a problem. There is no fraud or declined transactions made on my account unless *** entered a prepaid card number wrong long in the past. All payments are made by me.Its odd then that I received a customer survey from ********************** about my recent experience on 8/30 around 8am CST. This could not have been from my phone call two hours later. I think spire put the fraud alert on the wrong account after someone called in about their account and wants to justify there being one on my account.

  

  Business Response

  Date: 09/05/2024

  Please see attached.

  Customer Answer

  Date: 09/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I doubt the representative who I interacted with (phone call or leaving a message) was somehow misinformed. She seemed genuinely interested in figuring out what had happened, and I don't think what she told me was something she just made up on her own. That said, my account is back to normal and functional now.

  
  Sincerely,
  
  *********************************