Complaints
This profile includes complaints for Spire's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 179 total complaints in the last 3 years.
- 79 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/16/2024
Type: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 refusing me services at my home. They are telling me I have an $800 bill from two years ago. I have asked for documentation and they have not been able to provide this information. I have gone online and there are no bills to reflect this balance. They keep giving me the run around stating the bill is from October-November 2022 even though I cut off services in November 2022. I have requested to see the usage documentation to show how $800 was accrued and they cannot provide this.
Business Response
Date: 06/14/2024
The customer has a balance of $807.19 from previous address he resided at until 11/2022. The customer called on March 25, 2024, and was advised of the balance. We emailed a copy of the final bill.Initial Complaint
Date:05/13/2024
Type: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 inherited a property that I had never lived at. Upon receival of said property, I was met with numerous outstanding bill notices.Customer Answer
Date: 05/30/2024
They (********) called from Spire and they said that they taped my phone calls. They threatened to turn off my gas.Business Response
Date: 06/04/2024
After review, the customer was awarded the property at 6___ W___ AVE FL 2, S_ L___, M_, in
October 2023 as part of a divorce settlement. Customer called in requesting service at 6___ W___ AVE FL 2, S_ L___, M_, on 12/27/2023 and service was started on 1/2/2024 as she was concerned about the
pipes freezing. Ms. **** called in February 2024 to separate her primary residences account from the additional property
she owns. Stop service placed per customers request on 3/28/2024. Customer is responsible for debt at 6___ W___ AVE FL 2, S_ L___, M_, for service from 1/2/2024 to 3/28/2024 as she is the one who requested the service and is the owner of the property.Initial Complaint
Date:04/23/2024
Type: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 Friday, April 19th Spire came out to inspect my meter they then decided they would need to change it, and demanded entry into my home to inspect my appliances. I dont allow random people into my home, and told them that.. the guy they sent out then decided to shut my gas off without my knowledge or consent. Now its April 23rd and Spire has missed two appts to turn my gas back on. Today I waited from 7am until 8pm and nobody showed up.. no phone call, NOTHING. Yesterday, the 22nd, they lied and said they were here and I missed my appt.. funny th*** is, I was here ALL DAY as well. Thats Two ***** days of work *** now missed, and now Im go*** to have to take a THIRD DAY off for whenever they arbitrarily decide to make yet a third appt. To say Im ****** is an understatement ! Are they go*** to pay me for the missed days, or am I go*** to have to burn vacation time ? Are they go*** to reimburse my vacation days ??? Worst company and service Ive ever dealt with in my life !Business Response
Date: 05/03/2024
Please see attachedInitial Complaint
Date:04/23/2024
Type: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.
Im trying to start a new account in my name & ********************** is trying to tell me that i am associated with an account that was in my brothers name & he is deceased now.Business Response
Date: 04/26/2024
Account Details:
***** was only listed as non-financially responsible because ******* filed bankruptcy and the only his name can be on the account. The bankruptcy has been dismissed.
Driver license issued at address Dec 13, 2018
Linked to Case.net 09/21/2018 and 11/28/2018 for eviction.
Phone number on start service order 05/06/2019, 01/22/2021 and 10/13/2022 is linked to *****.
Phone number on meter upgrade 01/25/2021 is linked to *****.
***** called on 01/11/2021 wanting to know why the gas was turned off and stated that he owned the property.
***** called serval times on the account asking about pledges and making payment arrangements.
Case.net shows that his divorce was finalized on 10/31/2021.
When he stopped service at his apartment on 03/06/2019, he had his final bill sent to address ************************************************************************************************-2002.
The balance did not start accumulating until after service was started in Nov 2018.
Initial Complaint
Date:04/13/2024
Type: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.
Ive contacted Spire back in February to dispute a transactions from my bank so fraudulently paid a Spire bill using my debit card. Ive reached out to my financial institution and they told me they were unable to process refund and I also reached out to them only for them to tell me theres nothing that they can do the documents that I have submitted or documents of the two separate account, ****** ***** and another other under Kenyadrick ******* I also submitted the transaction of the dollar amount $324.55 on Mr. ******* date on February 23 account that is the amount that Im disputing use my debit card fraudulent. Ive been going back-and-forth with my brain trying to dispute this transaction since February 28Initial Complaint
Date:04/12/2024
Type: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 April 12, 2024, I contacted Spire regarding an account that was originally under my mother's name. Unfortunately, my mother passed away in January 2024 while receiving hospice care, and I had been managing the account payments during that time. Upon reviewing the billing statements, I noticed a significant increase in charges and reached out to Spire for clarification.During my conversation with a representative named ********, I was informed that by transferring the account to my name, I had inadvertently assumed my mother's outstanding balance of $2,000. It was suggested that I should have discontinued the existing service and initiated a new one under my name to avoid inheriting the balance.I find this situation quite concerning, as I was not provided with this crucial information when I initially contacted Spire in January to transfer the account. Given the circumstances, including the recent loss of my mother and the emotional distress involved, it is understandable that certain details may have been ************* light of this oversight, I kindly request that Spire review their deceased customer training protocols to ensure that bereaved families are provided with comprehensive and accurate information regarding account transfers and potential financial implications. Such guidance would be invaluable in assisting families during difficult times and preventing any unnecessary confusion or financial burdens.Thank you for your attention to this matter. I appreciate your prompt response and resolution.Customer Answer
Date: 05/15/2024
Spire contacted me on Monday, May 6, 2024. I returned the call on Wednesday, May 15, 2024 to see if there had been an update on the complaint filed with BBB. Unfortunately, the call on Monday, May 6, 2024 was to inform me that my bill was due and that my gas has been disconnected. This call is perplexing to me since Spire has yet to provide a response regarding my complaint.Business Response
Date: 10/04/2024
Customer removed from account as financially responsibleInitial Complaint
Date:04/10/2024
Type: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 submitted complaints about my bill and H****36**37363432**H tells me I have a leak. My home has been inspected and no leak has been found. There is no one in my home but me and I work all day. I had my meter replaced in February and was told my furnace valve had a leak. There was no leak, the pipe just needed to be tightened. I got a bill of $414 after they changed the meter. I&#**;ve checked with my neighbors and they have high gas bills also.Business Response
Date: 04/25/2024
Account Details:
On 2/1/2024, A technician arrived at the customer's residence to perform a scheduled meter exchange. When the technician came to change the meter, he noticed a leak. The customer was leaving for work while the technician was out. The technician advised the customer that he would have to turn off the gas because no one was home and it was a leak at the meter. He advised her to call in when she was home so that a technician could return and turn the gas back on after safety checks were performed on the appliances.
On 2/1/2024, a technician went out, reconnected the gas, and performed a safety check. The technician discovered a leak in the furnace and left the furnace off.
On 2/15/2024, ****************** spoke with a customer service representative about a billing adjustment due to a leak at the meter. The representative entered a ticket for the billing department to review.
o The billing department reviewed the ticket and advised that there was no billing error. The customer was only charged for usage she used. The leak the technician discovered was before the meter and did not register on the meter.
Ms.****called several times regarding an adjustment to her bill; she was advised that her account was reviewed and determined that no billing adjustment was warranted. She was informed that the leak at the meter was before the meter and did not register any additional usage. The representative also advised the customer there was a leak at the furnace, and the technician left it off on 2/1/24 until repairs were made. Ms. **** advised the representative that she hired a contractor to return on 2/1/24 to reconnect the gas. The representative suggested a high-bill investigation so that appliances could be checked. The representative scheduled the appointment for 4/10/2024. The technician went out to the scheduled appointment, and the customer canceled the appointment and advised she would call back to reschedule, but she never did.
No billing corrections were needed because the leak occurred before the meter, and no additional usage was registered. The usage was in line with this property's use history.
Initial Complaint
Date:04/05/2024
Type: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.
The gas meter at our condo at ******************************************************************************************************* was replaced at the end of October. Since then both our gas bills and readings have been erratic and averaged between 3x-5x the past 4 years. My wife and I live in ************ and use the condo infrequently (once for 2 weeks in late December 2023/early Jan 2024) and keep the thermostat at 60F when we are not there. I have contacted Spire 6 times about this issue and talked to "supervisors" twice. There is still no action and they are threatening to shut off our gas. I have been paying the "average" bill from the history (below) each month. They say I owe them $447.91. year 2020. 2021. 2022. 2023. 2024 April$30.01 $28.47 $28.41 $40.13 $92.44 March$29.34 $32.38 $26.58 $26.86 $129.07 February$29.42 $35.00 $46.70 $46.56 $168.16 January$34.13 $38.95 $39.18 $42.20 $104.66Business Response
Date: 04/19/2024
Please see attached.Customer Answer
Date: 04/29/2024
The answers from Spire are an interesting combination of fact and spin. From the first call they were told we had no new appliances. They claim that when the first service technician came that they called. They neither called me or my son who was sitting in the apartment. He saw the truck from the third floor and by the time he got out the tech had left. On the second visit the "proof" that the meter was not defective is that it showed increased use when the furnace was on. Yes of course it would. It was the quantity of use that was always the question. I have referred the matter to the office of the Missouri Attorney General. If this is not resolved I will contact the Post Dispatch with the story and convert the entire condo to electricity. I think Spire may be perpetuating massive over charges all over Missouri to people with these new meters and telling people, it was a cold winter. The data I sent do not support this the overcharges kept up in the months where it was WARMER than normal.Initial Complaint
Date:03/28/2024
Type: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 paid and spent countless hours trying to get this resolved. I have now paid the fraudulent balance and still they won't come out to turn on the gas service.Business Response
Date: 01/29/2025
Please see attachedBusiness Response
Date: 01/30/2025
Spire
Community Services Department
Better Business Bureau
CASD Investigator: ******* *.
__________________________________________________________________________________
Customer Info: Account ID: ********** Complaint ID: ********
E____ G________ Rate: GH Residential
9____ S______ A___
S______L_____, M__ 6______
__________________________________________________________________________________
Comments:
I have paid and spent countless hours trying to get this resolved.I have now paid the fraudulent balance and still they won't come out to turn on the gas service.
Account Details:
On 08/23/2023, the service at 9____ S______ A___ was noted as disconnected for nonpayment.
On 03/18/2024, the service at 9____ S______ A___ was found to be using gas although the meter was previously noted as disconnected. A technician was dispatched and the service was turned off at the curb.
Between 03/18/2024 and 03/25/2024, multiple communications were received from E____ G________ and D____G________ regarding a request to start service and discuss the balance at the premise. Communication regarding the debt at the premise and the amount needed to reconnect was communicated during these calls.
On 03/19/2024, two payments totaling $1,000 were made but later returned from the bank.
On 03/28/2024, a pledge for $1,000 was received and two payments totaling $288.00 were received. An appointment to start service at 9____ S______ A___ was scheduled for 03/29/2024.
On 03/29/2024, the gas at 9____ S______ A___ was turned on in the name of D____ G________ .
THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION
Initial Complaint
Date:03/26/2024
Type: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 MARCH 24, 2024 Spire changed my meter which was fine to there new smart meter in 20 minutes of the installation my house smell of all gas had to call the emergency line for Spire to return now I have leaks which I didnt have at first they shut off my gas Had a company come the next day I have to replaces pipes which they cause damage to using to much pressure installing the smart meter costing me thousands of dollars that meter is causing problems it smart all right and consumer or paying the price SPIRE IS COSTING US MONEY AND IM SURE IM NOT ALONEBusiness Response
Date: 07/30/2024
On March 24th,this residence's meter was changed to an ultrasonic smart meter. This was a grunsky meter change, so the technician did not go inside the home nor check any appliances. The meter was outside, and the gas remained on during the change.
On March 24th,the customer called our customer service team, stating they had a strong smell of gas in their home. The customer advised this occurred after the meter was changed. The representative sent out a technician to address the customer's concerns about the leak. When the technician arrived, he performed leak checks and stated that a leak was detected on a fuel run. The technician advised the resident and stated repairs were needed. The technician left the gas off for safety reasons, ensuring the customer's safety was our top priority, and advised the leak would need to be repaired before the gas could be restored.
On March 26th,the customer called and advised that the leaks had been repaired and that gas needed to be restored. The technician went out and performed safety checks. All checks were clear, and no leaks were detected. The technician restored the gas.
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