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:08/22/2024

  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 noticed on my bill that there is a late fee charge of $1.43 every month. The due date is August 29, 2024. They charge $80 for budget billing and the late fee charge of $1.43 and my bill is not due until August 29, 2024. I don&#**;t understand why they are charging a late fee before it gets out of their office. I received the bill on August 19, 2024. I am so mad about this. I would like for them to not charge me a late fee when the bill is not due yet.

  

  Business Response

  Date: 09/05/2024

  please see attached

• Initial Complaint

  Date:08/22/2024

  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 is making me pay a balance on an account that my recently deceased mother had in her name at the residence she lived in for many years. I was told because it was a family member that I was still responsible for the bill that was not in my name!! This sounds absolutely ridiculous and they refuse to start gas service at the same residence that myself and family members took over this property after her passing and trying to get the property back up and running! This practice seems to racism and something Im sure they wouldnt do if we were living in *********** some where.They also refused to add the balance to me under a new account so that I can put it in my bankruptcy and Im sure thats absolutely why they wont transfer the balance in my name which is wrong!

  

  Business Response

  Date: 09/10/2024

  Please see attached.

• Initial Complaint

  Date:08/16/2024

  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.

  My complaint is about them re-billing me for a meter that was faulty that I had no knowledge of. Every bill that came I paid on time. They are rebling me from a home I no longer live in.

  

  Business Response

  Date: 09/11/2024

  Please see attached

• Initial Complaint

  Date:08/12/2024

  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.

  There was a previous bill of 824 in another person name at my apartment. The whole amount got transferred to me last month. I called and asked why. I am not related to this person. We were not married either. I was told since I lived there for a time we were both responsible for this bill. How is that correct? Again, we were and or not married. I asked them to remove his bill from my bill. They declined. I asked to speak to a supervisor and was told none were available and I just had to deal with it and pay the bill. I am not legally responsible. My name isn't on the bill. This bill is from 2017 and got added to me last month!!!! They sent me a letter telling me they were sending this to a bill collector. This is not OK.

  

  Business Response

  Date: 09/12/2024

  please see attached

  Customer Answer

  Date: 10/04/2024

  They transferred someone whole entire balance in my account cause he dont have a active account he never lived there either

• Initial Complaint

  Date:08/07/2024

  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.

  Refusing to turn on my service due to previous tenant outstanding balance. I have given them every document I needed. I did have the electricity and water turned on. I did not know the gas was even on, and was then shut off. They are currently refusing unless I provide documentation of where I was living dating back to May 2023 until the day of my lease starting. What business is it their&#**;s where I live. They claim its so I have any affiliation with the previous owner. I went online and checked the county commissioner and confirmed it is not legal to withhold services due to prior owner&#**;s past due balance. I don&#**;t know who they are, and they have not even told me a name. I have had the money to do this multiple times but they refuse to turn that service on. I need this turned on now.

  

  Business Response

  Date: 09/18/2024

  There is an outstanding debt at this residence for $1582.39 and the account was disconnected in July. We have several people attempting to get the gas turned on in their names currently at this address. In order to verify whom is responsible for utilities at this residence we are requesting a copy of a lease for verification. This can be emailed to ******************************************************************************  with contact information and our team will call her back with an update.

• Initial Complaint

  Date:07/23/2024

  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 found out last year they started estimating all the bills at one of our businesses. I ended up owing like *******. Manager ***** has told me seven times for some reason when it reads the meter which its reading it correctly. That someone or something changes it to estimated. They have talked about changing the meter and did change it once in Dec or Jan. I received one bill I think this year that was not estimated then it went back to estimated again. I have another laundry in ********* now its also coming up estimated. I have told them I need this all fixed before I could continue to pay incorrect bills. I really need someones help to get to the bottom of this. I just get the run around by customer service.

  

  Business Response

  Date: 08/30/2024

  Comments from Customer: I found out last year they started estimating all the bills at one of our businesses. I ended up owing like *******. Manager ***** has told me seven times for some reason when it reads the meter which its reading it correctly. That someone or something changes it to estimated. They have talked about changing the meter and did change it once in Dec or Jan. I received one bill I think this year that was not estimated then it went back to estimated again. I have another laundry in ********* now its also coming up estimated. I have told them I need this all fixed before I could continue to pay incorrect bills. I really need someones help to get to the bottom of this. I just get the run around by customer service.

  
  
  

   

  Account Details:

   

   

  Upon receiving the complaint, I contacted the meter shop to better understand what was going on with this meter.

   

  It appears that when the reads from the meter come in, it is after the billing cycle, and the bill is being estimated because the reads are not coming in a timely manner.

   

  Once we receive the reads, we can correct the previous estimated bill.

   

  This has been brought to the attention of the supervisor and management team of the meter shop. They are working on a fix to update this for the customer.

   

  Supervisor ****** is in contact with Ms. *** to provide updates as this is being corrected.

• Initial Complaint

  Date:06/12/2024

  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.

  H****36**37363432**H came to change the meter in my home and since then my pilot light went out and I haven&#**;t been able to get any hot water. I&#**;ve called them to report this and they say they&#**;ll have to charge me to come out and fix it. I do not feel like I should be charged for this as I didn&#**;t have any issues before they came to change the meter.

  

  Business Response

  Date: 07/30/2024

  Tell us why here...On May 24th, 2024,a technician visited the customer's residence to exchange the meter.
  
  On May 26th,2024, the customer spoke with our customer service team and stated that the hot water was not working, and she believes the hot water tank needs to be relit after the meter change. A technician promptly went out and relit the hot water tank.All necessary checks were meticulously performed and verified before the technician left, ensuring the issue was thoroughly addressed.
  
  The customer called on June 12th, 2024, stating that the water heater would not stay lit. The customer indicated that the water heater keeps going off and on. The representative advises contacting a contractor to complete repairs to the hot water tank.
  
  
  When the technician went out on May 24th to change the meter, he did not go inside any of the appliances; the meter change was a Grunsky meter change, meaning the gas was still on while the meter was being changed; no appliances should have been interrupted.When the customer called on May 26th, we sent a technician to relight the hot water tank; he relit it and verified it was working before he left.
  
  The customer called back more than two weeks later, stating that the hot water heater was clicking on and off. The customer was referred to a contractor for possible repairs. Since hot water tank is going off and on it suggest that other repairs are needed to the appliance.
  

• Initial Complaint

  Date:06/06/2024

  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 loathe Spire. They have disconnected my service twice after not sending a bill and never sending a disconnection notice. They charge $50 and deposits to turn it back on and take days to send a technician. It should be illegal for anyone to go without hot water as long as they are a paying customer. This is the worst gas company I ever had to deal with and Im *************************************************** an electric water heater just so I dont have to deal with the snakes at Spire! Mind you, no other utility ever got shut off! I pay my bills!

  

  Business Response

  Date: 06/17/2024

  The gas services at the customers service address were disconnected on 06/03/24 due to nonpayment. To restore the service, an appropriate deposit, reconnection fee, and any outstanding balance must be paid. Once the payment is received, the customer can schedule an appointment for the next available workday that fits their schedule. If all slots are booked, the next available workday will be the following workday excluding weekends.
  

  Account details

  
  On 05/16/24, an e-bill generated in the amount of $345.27 ($32.29 Natural gas + $1.29 Taxes + $311.69 Past due) for service period 04/17/24 05/16/24.  A disconnect notice was printed on the bill advising the customer that the total amount due must be paid by 4:30 PM on 5/31/24 or the gas service would be subject to disconnection without further notice.
  

  On 06/03/24, the gas service was disconnected for nonpayment.
  

  A payment was made via the *** on 06/06/24 after business hours.  After the payment was processed the *** offered the customer the first available appointment for service reconnection. The next available appointment was Monday, 06/10/24. The customer secured that appointment date. Please note: Technicians are not dispatched for reconnections or disconnections due to nonpayment on the weekends. 

  On 06/07/24, the customer contacted a ******************** representative requesting same day service.  There was no availability for same day service requests for Friday, 06/07/24 in the customers service area.  The customers initial appointment remained in effect. The representative spoke with the customer about the past due charges and stated the bills were not received.  The representative advised the account was set up for paperless billing.  The customer requested to be removed from the service.  The monthly statements will now be mailed to the customers preferred mailing address on file.
  

  On 06/10/24, the gas service at the customers service address was restored.

• Initial Complaint

  Date:06/04/2024

  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 noticed they spayed the gas meter in January 2024 that sprayed my house also. Made a complaint. Called several times and was told just wait someone will contact you. I never heard from them. Made another complaint in April or May 2024 with several calls. Someone finally showed up and tried to get the paint off of my house with brake cleaner which took off my house paint also and was told someone would be getting back with me to take care of this. There was a call on 5/13 at 7:am leaving a message to call Spire. Not all numbers were listed but I figured it was the main number. Called and they said they would forward to ******. (who called). I have called several times since then who all say to wait for them to contact you. It is June 4 and this will end up being like the January complaint, never call. You need correct this spray paint on my house.

  

  Business Response

  Date: 10/04/2024

  Resolution reached with customer regarding repairs

  Customer Answer

  Date: 10/05/2024

  I have agreed to the insufficient resolution to put an end to this lengthy process that I should not have had to go through and keep it from taking more of my time in court.  Account details 3/7, 3/11 and 3/11 did not happen as stated but is water under the bridge.  MPSC was very helpful in helping me get to this point.  I have received half of the agreed amount so far.  I am still waiting for the other half agreed to.  ****

• Initial Complaint

  Date:05/23/2024

  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.

  For 5 years I have been dealing with this gas valve situation. It is broken from wear and tear. I have had 15 different service calls all ending the same: they see the broke valve and say they are going to put a work order in, but nothing happens. I did in an investigation with a 3rd party that they contracted to look into my account. The first time I did this, the person was siding with the company. The second time they did confirm that they see all the work orders put in, but they were cancelled, every single one of them.

  

  Business Response

  Date: 07/30/2024

  ..Upon reviewing the account,I was not able to see any work orders for repairs. NOTE: Spire is not responsible for repairs to a shut off valve. The shut off valve repairs are responsibility of the owners/tenants of the residence.
  
  I called the customer, and she stated the incident she is referring to happen almost five years ago at a different residence.
  
  She proceeded to say that her account was pending disconnection for an unpaid balance. When our technicians arrived and attempted to disconnect the gas, the technicians were unable to access the valve for disconnection leaving the meter on. She stated she was not aware they were attempting to disconnect the gas and would have let them in. She stated that after several failed attempts to access the meter for disconnection the technician arrived with a sheriff and disconnected the gas from outside of the apartment complex which embarrassed her. She stated she wanted to be refunded usage she was charged although she admits that she was living there and using the gas.
  
  After looking over the account this incident occurred in November 2021. The meter was located inside the apartment complex. When we are unable to access the meter, we will eventually disconnect the meter at the curb box outside (located in the street). The customer was advised she was responsible for any gas usage while residing at this address. As I tried to further explain she disconnected the call.