Complaints
This profile includes complaints for Spire's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 178 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:03/16/2024
Type: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.
On 3/14/24 I received a gas bill from Spire for $456.21, which is more than 400% higher than our normal bill for this time of the year. After checking the bill I discovered that the gas meter was read on Wednesday 2/7/24 and a new gas meter was installed on Saturday afternoon 2/10/24 by a Spire technician. The final reading for 2/7/24 was 8500 ccf and the reading, when the technician left, on 3/10/24 was 8783 ccf. That is a reading of 283 ccf for a period of 3.5 days. Just to put this in context, I used 69 ccf for the remaining 23.5 days of the billing ******* That averages out to 80.9 ccf per day for the first 3.5 days, and 2.9 ccf per day for the following 23.5 days. Obviously the technician messed up installing the new gas meter. Just for clarification the bill was split from 2/7/24 to 2/10/24 and then 2/11/24 to 3/6/24.I called Spire on 3/14/24 to complain and was told that they would send someone out to read the meter and I would probably be able to call them back in seven business days to find out what happened or I could just wait for a re-bill. I asked her if these were new smart meters why couldn't they just read the gas meter remotely. She said this was just procedure. I then said that it appeared the technician had incorrectly transferred the old meter reading into the new gas meter and the re-reading of the meter is not going to show them anything new. I got absolutely no reply from her. She said she had made out a ticket and that was all she could do. I asked to talked to someone higher and was told a ticket was in the system and to call back in seven business days. I then asked her if I was expected to pay the $456.21 bill or if I had a grace ******* No definitive answer, she said I should get a new bill in seven to ten days, which puts it past the due date and into penalties and possible disconnect of gas service.After reading the other complaints on BBB website about Spire not returning calls I decided to initiate this complaint immediately.
Business Response
Date: 05/08/2024
Please see attachedCustomer Answer
Date: 05/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:03/06/2024
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.
Imoved from 1072 Raritan Dr *****. My move date was 8/3/24. I called all of my bill pushers. Spire said I did not call them. They said I called in Sept only reason I called was because of a statement I hadreceived in the mail. He then said he didnt see any stop service. He said do u want me to stop it now and of course I said yes. From 9-22-23 to10-2-23 they charged me ***** and a previous of $110.89 making total $125.60 Now they r trying are to ruin my credit. I have perfect CREDIT. I worked for *** for many years and we always had ways of fixing small money issues. Told me to call old rental place. Those people at ******** are just like them {money hungry} I don't think I should pay $125.60. Thanks for your services.Business Response
Date: 03/22/2024
please see attachedOn 10/2/2023, the customer called our contact center to stop service at this location. Per her request, the billing stopped that same day.
The customer is responsible for notifying ******************** when they are no longer at their residence. As a one-time courtesy, I have back dated the stop service to 8/20/2023 and removed all charges after that date. The balance went from $125.60 to $74.12. The customer is responsible for this balance due to it being for charges before 8/20/2023.
Customer Answer
Date: 04/08/2024
SPIRE IS ASKIG THAT I PAY THEM $74.12 AS THEY FOUND A PAYMENT FOR $35.54 RECIVED ON 7/1/23. THE COMPLAINT IS THAT I DID NOT CALL THEM AND TELL THEM THAT I WAS MOVING. I HAD ANOTHER PHONE NUMBER. THEY ONLY CONTACTED MY CELL WHICH I BARLEY USED. MOST LIKE I USED MY LANDLINE. I HAVE DOCUmentation FROM MY OLD ADDRESS ON ********************** saying my move out date was 8//1/23. also FROM MY NEW ADDRESSO SOUTHFIELD DR. SOMEONE ELSE RENTED THE APARTMENT. I THIN THEY COLLEDCTED MONEY FROM THEM AND TRYING TO DO ME.
Initial Complaint
Date:03/01/2024
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.
My last two bills have been extremely high. They say it has been a combination of actual readings and estimated readings. I have a new meter. They say there are a couple months that they did not estimate as high as it should have been. They say I am now catching up with the costs from those months. I have spoken with them and asked them to review and adjusted. They told me it has been reviewed, and that is why I am being charged to catch up. They have never shown me what the usage was, and I want to see that.Business Response
Date: 04/25/2024
Account Details:
On December 30th, our billing team scheduled a technician for January 2, 2024, to Mr. *** address because we were not receiving meter readings. When the technician arrived, he noticed the meter was not registering usage, so he changed the meter.
The estimated rebill is based on historic usage and heating degree days. NOTE: The heating degree days from Oct 20, 2023- Nov 20, 023, were 327; for November 20,2023 Dec 20, 2023, the billing cycle was 650; and for Dec 20, 2023 Jan 18, 2024, the billing cycle was 861 (meter was changed during this billing cycle)
Once the meter was changed, the meter started registering usage.
After further assessment of the account, the customer should have received a rebill letter notifying him of the rebill charges, but no rebill letter was issued. I have submitted this to the billing manager for review with the billing representative.
His account is eligible for a 6-month payment arrangement. His current balance is $485.22; the payment arrangement will be $80.87 for six months and monthly payments. NOTE: I have activated this payment arrangement on the account. The customer can cancel at any time.
The last read we received from the meter was in September 2022. At this point, the system began to estimate the usage. The billing representative entered a case to send a technician to investigate the meter. An appointment was created in November 2022. The system canceled the appointment. The account continued to be estimated until the technician went out on January 2, 2024, to change the meter per the billing team's instructions.
**************** filed a formal complaint with the **** and is being handled directly with the ****.
Customer Answer
Date: 04/25/2024
Complaint: 21370574
I am rejecting this response because:
I still don't have proof that's what I owe.
Sincerely,
***************************Initial Complaint
Date:02/15/2024
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.
****************** got a Spire bill in Dec for $1247.67 - 10 times our "normal" Dec bill! This was auto-paid from our checking account on 12/27/23. Cemetery volunteers discovered this bill about Jan 7, 2024. First, we read the gas meter ourselves. We discovered a huge "over-read" disc***ancy between the actual meter reading and the "present reading" on the bill. So, we called Spire's customer service, hoping for an easy fix. Later, we discovered we have 2 separate issues with Spire. To simplify, I'll go a bit out of order, but, to summarize, we have interacted with Spire 7 times between Jan 11 & Feb 13. Only one of the two issues has been resolved.After studying our past bills, I discovered the $1247.67 bill was NOT because of the over-read on the meter, but because of a clerical error. We disconnect gas service every summer & re-connect every fall. The "present reading" on our disconnect bill (statement date 6/28/2023) was *****. The "previous reading" on our first bill after the re-connect (statement date 12/1323) was *****! These 2 readings should "match" since no gas was used in between. This is what resulted in the "unreal" bill! Spire has refunded (by check) $1100.20 leaving us with a more realistic bill for service from Nov - Dec ($147.77. )The 2nd issue involves the difference between the actual meter reading & the readings on the bill. ***** from Spire came on 2/6/2024. We both read the meter to be *****. Our statement of 1/16/24 shows *****! This is a 1000+ ccf over-read, likely dating back to 2021. At the current price per ccf, I expect a refund (by check) of about $250. The last Spire *** clearly stated on 2/13/24 that the "meter readings don't have to match - it's just the difference that matters." After that she assured that these were "actual readings not estimates"! Our meter is set to be ***laced 2/26/24, and I fear the "proof of the goof " will disappear then. HELP us get our $ for gas we never used.Ticket #**************. A/N **********.Customer Answer
Date: 02/26/2024
Our Spire bill, statement dated 02/15/2024, stated a "present reading" of *****. The bill states the "read type" as "actual." Photo of the bill is attached.
As scheduled, two Spire employees changed our meter on Monday, February 19, beginning at 10:00 am. **** ******* and *** **** were very helpful and understanding about our billing error. ****, especially, promised to "get this fixed." ***** AJ, and I, ***** *******, all read ***** on the meter before it was replaced. Photo of the meter with that reading is attached. The reading on the meter is ***** ccf OVER the reading on the bill.
****************** has received no information from Spire in the 7 days since the meter was replaced. At the rate per *** stated on the bill, we will be satisfied with a credit on our bill OR a check for $250.54.
Customer Answer
Date: 03/11/2024
The person filing this complaint for Concordia Cemetery is ***** *******, elected Secretary for the Board of Directors of ******************. You can learn more about our 501c13 not-for-profit cemetery at ********************************, along with the names of all our Directors.
I, ***** *******, met *****, the Spire Technician, for the meter re-read on Tuesday, February 6, 2024. I also met **** and ** who both re-read the meter before replacing it on Monday, February 19, 2024.
Business Response
Date: 10/04/2024
A billing credit of $255 was issued to resolve this complaint.Initial Complaint
Date:02/09/2024
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 moved into my first apartment and have been trying to get gas service through Spire Energy but was told there was a balance even though I never had service in my name or even lived at the address. I provided all the information needed and submitted for identity theft however every time they give me an update, they are saying I need to provide something else. This is completely unacceptable for this company to allow identity theft. They didnt need all this information to start service. I just am in need of someone that can actually help. They asked me to provide the lease with my mother name on it from 2015 and provided that and now they are saying thats not good enough. I need to have this resolved as soon as possible. This bill should be adjusted because I did not nor never have lived at the address where the bill is active.Business Response
Date: 03/19/2024
Please see attachment for business response.Initial Complaint
Date:02/08/2024
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 am writing to file a formal complaint against Spire regarding an issue with my gas billing that has persisted since June of 2023. In January of 2023, I moved into a residential complex where gas services are provided by Spire. I created a Spire account, turned on the gas for my individual unit, and began making regular payments. My initial payment of $45.14 was made on 2/04, followed by payments of $54.86 on 03/04, 04/04, and 05/02.However, on 06/02, I received an unexpectedly high bill of $1,336.07, causing my bank to decline the autopayment. I contacted Spire customer service to rectify the situation, explaining the error, but was instructed to pay the full amount. Despite numerous discussions with customer service representatives, including two meter verifications by Spire personnel, it was eventually revealed that my account had been incorrectly categorized as a commercial account instead of residential. Consequently, the monthly payments I made were solely for service fees associated with a commercial account, with gas charges billed biannually, leading to the charge of $1,336.07.While I understand the nature of the error, I am dismayed by Spire's failure to refund my initial payment ($209.72)Since June of 2023, I have diligently followed up with Spire via email and phone. Of note, I contacted Spire on 6/19, 7/5, 7/25, 8/3, 10/12, and 12/20 of 2023, as well as 1/3, 1/30, 1/31, and 2/6 of 2024. Despite assurances from Spire representatives, the refund has failed to materialize. Refund checks were allegedly mailed on 6/5, 10/10, 12/17, and 1/4, yet none have reached me. I have taken steps to verify my address and have even consulted with **** I have proposed alternative methods for issuing the refund, including in-person pickup and electronic transfer - these suggestions have been consistently disregarded by *********************** date, Spire has failed to provide a satisfactory resolution to this matter. It is now 02/08/24, and I am still awaiting the refund.Business Response
Date: 10/04/2024
Refunded customerInitial Complaint
Date:02/07/2024
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 2/6/2024 Spire disconected my gas without warning and left me without heat in the middle of winter. They only made one attempt to contact me by mail which was not recieved. I recieved no notices or calls. They did not make adequate attempts to notify me of the issue or disconnection. I paid my bill ASAP and they refused to turn my heat back on promptly because payment was made "after business hours" so I was left without heat for about 2 days in the middle of winter without notice. I just came home cold and temperature droppiing quickly and found a sign on the door notifying me of disconnection. When I called to beg for faster reconnection after I made payment in full I was mocked by customer service reps for not paying my bill.Business Response
Date: 02/12/2024
On 1/18/2024 we mailed out a letter stating that the account was in threat of disconnection for the amount of $304.52 and payment need to be made by 2/1/2024. On 1/25/2024 we mailed anther letter stating that the account was in pending disconnection for $304.52 and payment need to be made by 2/1/24. On 2/2/24 and 2/5/24 an automated message was made informing customer to call into customer service regarding the status of the account. On 2/6/24 account was disconnected due to nonpayment. On 2/6/24 payment of $695.80 was made and gas was restored on 2/8/24.Initial Complaint
Date:01/22/2024
Type: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.
Spire has been making unauthorized charges from my bank account on my account since 2022. They said they are working on it. I am still waiting on a refund of $50.00 to be credited to my bank Account. Most Recently I paid my bill but another Unauthorized charge charge towards someone else'saccount as well on 1/4/2024 for $116.87. My Bank took care of ************* charge becauseI caught this in time. Even if I get a new bank account, ******************** will need my new banking information. Spire have repeatedly had this Error & while I am still waiting on my refund of $50.00. Please see Amounts misApplied to Someone else'sSpire Account 4/8/22 Unauthorized ACH Withdrawalof $75.35, 4/22/22Unauthorized ACH Withdrawal of $55.00, 9/6/23Unauthorized ACH Withdrawal Spire Firstech ******************* Account of $50.00, 1/4/2023Unauthorized ACH Withdrawal Spire Firstech ******************************* of $116.87. I have always made my payments then they misapplied payments using my Banking info for other accounts so most of the times my bank Account had double charges. Today I would like for spire to fix this issue & stop using Unauthorized ACH payments to other Accounts. I also still need my refund of $50.00 from 9/6/2023 ACH Charge.Business Response
Date: 02/12/2024
We advised the customer to provide bank statements for further investigation of this claim. We never received the bank statements. We also advised the customer to reach out to her bank to report unauthorized usage of her bank account.Customer Answer
Date: 02/13/2024
Complaint: 21169405
I am rejecting this response because: I have sent spire the banking ****** November 2023. They stated they received. They told me they apologized for the inconvenience on the misapplied payment yet they still have not issued my $50.00 credit to my account. I have included all the detail. I asked the rep several times by phone they said they received the banking records now they said they did not. I have attached documents. Please let me know if I need to provide anything else. I also sent spire the same email again today
Sincerely,
*****************************Customer Answer
Date: 05/15/2024
TMR 05/15/2024 [M] Left a message for the consumer requesting an update.
TMR 05/22/2024 [M] Mediator Sent an email to the consumer requesting an update.
TMR 05/23/2024 [CR] The issue has not been resolved. I will try to reach out to you next week. I am going to try to calling Spire again.
TR 05/31/2024 [CR] This company still has not resolved the ongoing issue. What are the next steps? [M] LVM for the consumer.
TR 06/04/2024 [M] LVM for the consumer.
Customer Answer
Date: 06/07/2024
Issue has been resolvedInitial Complaint
Date:01/11/2024
Type: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.
In September of 2023, we were notified that our gas meter needed to be changed and had been getting charged estimated bills from Jan 2023-Sept 2023. We scheduled an appointment to have it changed and afterwards received a bill for actual usage totaling to approx $600, much much higher than our estimated bills. The bulk of this bill was Jan 2023-Mar 2023. I compared the 2023 data to the 2022 data and saw a huge difference. As an example, Jan 2022 our usage was 16 CCF and in Jan 2023, our usage was 169 CCF. This was an astronomical difference. Feb and Mar followed suit. I called Spire for the first time on Oct 4th to have this researched. I never received a call back, so I called again and again and spoke with a supervisor who told me the first research request was put in to the wrong team. I called time and time again with no resolution. I was told they could not give us a breakdown of the charges and that the meter must have been broken and that is why we were charged so low in 2022. After four months of calling, approximately 10 times, without ever having the Spire team follow through with calling me back or receive a resolution. In my most recent call on Jan 10th, I was finally told that when the billing team sees my case, they are just going to close it because nothing is wrong. I told them Id like to wait for the billing team to call me back, but I was advised that the billing team wont call me when they see the case. Theyll just close it and move on. As someone who doesnt have a choice in who to use for my gas service, this is ridiculous. To receive an extremely high bill after a mistake made by Spire, is unacceptable. Through my research, it seems Im not the only one to deal with this sort of situation.Business Response
Date: 03/07/2024
Spire
Community Services Department
Better Business Bureau
CASD Investigator: *************************
_________________________________________________________________________________
Customer Info: Account ID: ********** Complaint ID: ********
S_____ *******_ Rate: GH Residential
1____ T_____ A___
***********, ** 63139
__________________________________________________________________________________
Comments:
Ms. *******_ ******* ****** she has been calling Spire for four months regarding them rebilling her account after getting estimated readings prior to a meter change. Once the meter was changed, she received a bill for approximately $600. The usage was way off between 2022 and 2023 (16 CCF usage in January 2022 and 169 CCF usage in January 2023), so she called and asked for it to be researched. The first representative put in the wrong case, which she found out a month later. She continued to call approximately 7-10 times, and nobody was able to give a resolution, and no one ever called back. Each time they said they would call, including the supervisors. Finally on January 10, 2024, she was told the billing will close out her case and not a call with a resolution because there is no issue. Spire does not follow through or act in a timely manner.
Upon receiving the complaint, I called and advised Ms. ******* that we had received her complaint that she filed with the BBB and were investigating her concerns.
Account Details:
On 10/04/2023, a corrected bill for the address of 1_____ T_____ A___ F__ 1, ******* L_____, M__, 6_____ was sent to Ms. *******_. It explained that the bad estimates billed from January September 2023, rebilled to correct with actual usage. The meter change was completed on 09/18/23. It entered regular read per the *** file and added into SP meter remove read. This rebill letter was sent. A supervisor callback To Do# ************** to advise customer as new balance due over $250 was entered.
On 10/04/2023, a representative called and left customer voicemail that Ms. ******* was rebilled for nine months because we were getting estimated readings and she was rebilled for actual usages. We can offer customer a payment arrangement for 18 months with no down payment.
On 10/04/2023, Ms. *******_ called about her account, says she was waiting for a callback, but no one called. She says she recently got a new meter because she was getting estimated bills and just got this high bill. She believes she did not use this much gas for the bill to be this high. She says she lives in a duplex building and there is only one meter that she sees and wonders if the *************************** is included with this bill. The representative says there can be one meter at the building, but the riser can go to multiple addresses. The representative says the meter will give an actual reading for the previous usage. It is then determined what was used and computed on the bill. Ms. *******_ says she is using the same amount of gas that she used in 2022 and nothing has changed. The representative advised she is putting a request to look at usage because her bills are still coming up as estimated even after the meter change. It needs to be corrected. The representative says she should get a callback within 3 to 5 business days with the determination. The representative says the estimated bill is computed based on last years reading but when the meter is removed, it will give the actual usage.
On 10/16/2023, Ms. *******__ states she called about two weeks ago about her bill. She was getting estimated bills and then her meter was changed and now she owes over $500. There was a ticket in for this to be investigated but has not heard anything at this time. She does not believe that she used this much compared to last year. The representative advised that there a ticket that is still open and is still being worked on. The customer wanted to know when this will be concluded due to her due date to pay the bill is coming up and she does not want to pay that if it is not accurate but also no charged a late fee. The representative advised her to pay the minimum payment of about $25 and the late fee would be waived. The representative says her open ticket is of high priority and is being worked on. She was advised by the representative that she can call later this week for the determination.
On 10/23/2023, Ms. *******_ called in about her estimated bills. The representative advised her that the ticket was still being worked on.
On 11/10/2023, Ms. *******_ called about the estimated bills after the meter exchange. She requested to speak to a supervisor about an update on her cases.
On 11/10/2023, the supervisor attempted to call customer but there was no answer. She left voicemail message for the customer to call back in if further assistance was needed. The customer is still receiving estimated billing. If customer calls back, a meter maintenance appointment must be scheduled.
On 11/30/2023, Ms. *******__ called regarding her bill. She says there was a ticket open on a billing issue that has been going on for a while and the supervisor escalated the ticket to be corrected as soon as possible. Her meter was changed recently because it was not reading and wants to know the status. The representative says the ticket is still being worked on due to the holiday. He says it should be corrected by Monday at the latest. She also states she should not be charged any late fees. The representative confirmed that the late fees have been corrected and if the bill is not right, it will also be corrected. The representative says he will go ahead and send another email to expedite the ticket.
On 12/15/2023, a rebill letter was sent to the customer, and it was determined that there were estimated readings but after the high bill investigation, actual readings were received. The customer had been incorrectly billed with system estimates with lower than usual usage. The billing is now correct, and adjustments is needed.
On 12/18/2023, the customer called for update on the ticket and advised that when the meter was changed, the actual usage was detected, and the balance is correct. Ms. *******_ requested to speak with a supervisor and the representative transferred the call to a supervisor. The customer says she has not paid anything because she wants to make sure that the bill is correct before she does that. She really does not believe that she has used that much gas compared to last year. The supervisor says on 12/15/23 the ticket was completed and that the bills have not been estimated since the meter change in September. The bills are actual which is correct. She still does not believe that she used this much gas based on last years usage and the late fees have been removed. And she also believes that the meter change raised her bill. The representative states that when that meter was changed, we received the actual usage for the last nine months of the estimated bills. The supervisor offered payment arrangements. Ms. *******__ thinks she should have been contacted with a conclusion and she called multiple times but did not get anywhere and it is not right.
On 12/27/2023, a disconnection letter was sent out for the past due amount of $597.07 that must be paid by 01/10/24 to avoid disconnection.
NOTE: There was information transferred to the ***************** for additional training.
On 01/02/2024, Ms. *******__ has called multiple times about the account. The customer states that she recently spoke with a supervisor who was researching and would give her a call back a few weeks ago but no one has called her. She states that the billing is not lining up with the previous years usage and after researching there was a meter change done. The billing has been corrected and completed. Ms. *******__ then requested to speak with a supervisor.
On 01/02/2024, the supervisor spoke with customer regarding her billing statements. The customer does not agree with her Jan - March 2023 billing statements. She has been dealing with this for multiple months and is ready for it to be figured out. The supervisor advised that the Cold Weather rates are higher and rate increases. Ms. ******* states she will call back on Tuesday if she does not hear anything and will ask for the supervisor.
On 01/03/2024, Ms. *******_ called in about the severance on her account. She requested for it to be canceled due to high bill investigation. The supervisor canceled the severance. The supervisor went over rebills with her and advised the high bill was not the way to go and balance will stay the same. A payment arrangement was offered, but the customer is still disputing usage. She requested a supervisor and the representative transfer her to a supervisor.
On 01/03/2024, the supervisor advised that a High Bill investigation was put in 1/3/24. It was explained it will take a few days the investigation to be completed and Spire will reach back out with conclusion to the usage and billing. The customer states she was aware of changes in rates. She was uninterested in payment arrangements because she still believes the bill is incorrect.
On 01/10/2024, Ms. *******_ called regarding her bill and the representative advised her that a technician went out on 1/3/24 who advised a high bill was cancelled due to the usage is in line. It was also advised that the billing department will not call back due to the usage being in line. Ms. ******* was advised that she can be placed the *** budget plan with a down payment of $53.52 and 12 months at $158.52. It was also advised that the quote will expire tonight at 11:59:59. The customer wants to wait for billing department to call her back, even though she was advised that they do not call the customer.
On 01/11/2024, I called and advised S_____ *******___ that we have received the complaint that she filed with the BBB.
On 01/13/2024, I emailed WLP East and the Meter Shop that I need the meter test results for previous meter (#********* that was changed on 11/27/23) for the BBB complaint #******** that S_____ *******_ filed.
On 01/16/2024, the technician noted the account that the reads line up correct and the customer was billed for actual use for the time frame of January-September 2023.
On 01/23/24, Ms. *******_ called and wanted to know if there was an update on her billing. I explained that the bills were correct based on the historical usage. Her bills were estimated too low but when Spire went out and got an actual reading, we found out that she was being billed correctly. Ms. *******__ said she did not have a problem with the billing, but she just felt she was not treated and explained that I had forwarded the information to ***************** for additional training for the representatives. I also offered the *** payment plan with a down payment of $53.52 and 12 monthly payments of $158.52. Ms. *******__ states she wanted to discuss with her partner and call back.
THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION
Customer Answer
Date: 03/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.Initial Complaint
Date:12/27/2023
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.
In September 2023 I was charged 192.02 by Spire. This was clearly billing over any other amount for the summer months. I called and the agent agreed there must have been an error. They sent a field worker to my home and a new meter was installed. After that I have made at least 7 calls to Spire, and every call I am told something different. I am promised call backs that are never made. Each call I explain the situation - there are never notes of past calls and the agent starts over. I need help getting my refund. Thank you.Business Response
Date: 01/29/2024
Spire
Community Services Department
Better Business Bureau
Received: 12.27.2023
CASD Investigator: ******
Complaint ID: ********
Rate: GH Residential
__________________________________________________________________________________
Comments: “In September 2023 I was charged 192.02 by Spire.
This was clearly billing over any other amount for the summer months. I called
and the agent agreed there must have been an error. They sent a field worker to
my home and a new meter was installed. After that I have made at least 7 calls
to Spire, and every call I am told something different. I am promised call
backs that are never made. Each call I explain the situation - there are never
notes of past calls and the agent starts over. I need help getting my refund.
Thank you.”Account
Details:When the
meter was changed in October the technician entered in an incorrect read
number. This caused the customer to be overbilled on the October 12th
billing statement. The billing team has issued a rebill for that statement. The
incorrect bill amount was $190.85, the bill amount after the account was
rebilled was $36.13. This resulted in a bill credit of $153.63.
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