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:12/15/2023

  Type:Service or Repair 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.

  On 11/30/23 I contacted Spire regarding a gas usage increase 3x my normal amount in any peak season in the 11 yeas I have owned the same home. The spire agent and I discussed the fact that my meter was swapped 2 weeks prior and the new meter was showing actual normal usage. The agent agreed that something must have happened during the meter swap and submitted a ticket to the back office teams for correction. The agent on 11/30/23 said about a week for the correction. Flash forward to 12/11/23 I contact spire and they state that the office teams were working on my ticket same day but callback by Wednesday if its not adjusted online. On 12/15/23 the bill is still not corrected and I make contact with Spire and was told the ticket was still under review I dont have faith Spire will resolve this billing issue in a timely manner and this has probably happened to others recently due to a field techs not taking proper precautions before swapping meters. I feel this should be escalated to someone higher within Spire but I was met with oh we will call you back, which has not happened yet.

  

  Business Response

  Date: 12/19/2023

  When the technician changed the meter on 11/18/2023 he accidentally transposed the meter read number. This resulted in customer being billed a higher bill in November. On 12/16/2023 the billing department rebilled the account which resulted in billing going from $202.24 to $64.79.

  Customer Answer

  Date: 12/21/2023

  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/01/2023

  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.

  Complaint, 5/8/2023 Moved in to **************************************************************************************/26/2023 Called to have our Gas turned on in preparation for Winter. Fireplace is only gas appliance in the home.11/2/2023 Technician came out and cut the lock off the meter as his secure tool would not work. He checked the fireplace and could not light it other than the pilot light. 11/20/2023 Received a bill from Spire Gas for $151.31 which included a $25 late fee. I called and the customer service representative stated they had to back bill me for a customer service charge to the date I moved in. I disagreed as the service was secured until 11/2. I requested a manager and he called me back stating it was for the transmission of gas to the house. I stated the service was no ordered or usable. He stated they would open a case, and someone would call me. 12/1/2023 Received another bill from Spire Gas for $175.60 (attached) which had the customer service fee of $21.53 and $1.55 usage (pilot light) and $1.21 in taxes. 12/1/2023 I called Spire and cancelled services. The Person I spoke with stated she sees a pending case, but no notes or updates. I mailed in a $24.29 for 20 days of usage ************ on fireplace we did not use. Very poor customer service and follow up. Would like the bill adjusted if not totally cleared for the painful experience.

  

  Business Response

  Date: 12/04/2023

  Complaint, 5/8/2023 Moved in to ************************************************************************************/26/2023 Called to have our Gas turned on in preparation for Winter. Fireplace is only gas appliance in the home. 11/2/2023 Technician came out and cut the lock off the meter as his secure tool would not work. He checked the fireplace and could not light it other than the pilot light.11/20/2023 Received a bill from Spire Gas for $151.31 which included a $25 late fee. I called and the customer service representative stated they had to back bill me for a customer service charge to the date I moved in. I disagreed as the service was secured until 11/2. I requested a manager and he called me back stating it was for the transmission of gas to the house. I stated the service was no ordered or usable. He stated they would open a case, and someone would call me. 12/1/2023 Received another bill from Spire Gas for $175.60 (attached) which had the customer service fee of $21.53 and $1.55 usage (pilot light) and $1.21 in taxes. 12/1/2023 I called Spire and cancelled services.The Person I spoke with stated she sees a pending case, but no notes or updates. I mailed in a $24.29 for 20 days of usage ************ on fireplace we did not use. Very poor customer service and follow up. Would like the bill adjusted if not totally cleared for the painful experience.
  
  
  
  
  Response: On October 25th the customer called in to get gas started. An appointment was scheduled for 11.2.23. He mentioned to the representative that he moved in on May 5th. The representative entered a ticket to the billing department to back bill the customer from May 5th until current.This resulted in a balance of $175.60.
  

  After reviewing the account, the representative incorrectly entered the ticket to the billing department. The meter was off until 11.2.23 when the technician went out to the scheduled appointment to start the meter. I rebilled the account to adjust the start date to 11.2.23. The new balance on the account is $41.31 for service from 11.2.23. The balance does include a service initiation fee of $25. This fee is charged whenever new service is established. I spoke with the customer and apologized for account being billed incorrectly. I advised him that I corrected the billing on the account. The customer stated he no longer wants the service due to him having fireplace only. Account is schedule for stop on 12.5.

  Customer Answer

  Date: 12/05/2023

  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/27/2023

  Type:Billing 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.

  We received a natural gas bill for October from Spire indicating we used 120 Units CCF which is nearly 400% more than we used in October of '22. It represented more natural gas than we used even during the coldest months of last January and February. For us this amount of natural gas usage for October is absolutely impossible. We keep our thermostat at 62, and we didn't even have the heat on for much of October. By comparison in last October of 2022 we used 34 units CCF, or 86 Units LESS. We had a service man from Spire come out Saturday night. He indicated there was a leak in the system. It was in the equipment Spire is responsible for. Although the service man said that should NOT have effected the gas usage tabulated by the meter, which I find hard to be believe. The service rep did replace the piping he said was responsible for a leak. Today I contacted Spire requesting my bill be adjusted to the normal amount of usage reflected in our 34 yrs as a customer. The representative did nothing but argue with me how the bill is correct. The Spire phone rep. refused to respond to my reasoning and point about the history of our natural gas usage. He continued to say the bill was correct and must be paid. BTW, in 34 yrs I have never once complained or missed a payment on our natural gas account. They need to investigate this matter to determine why they chose to charge me for 400% more natural gas than is our customary usage. And what am I to do? I know for a fact I'm right. Yet they tell me on the phone to just pay the bill. I'll take this complaint to the office of the Attorney General of Missouri if they refuse to investigate this matter. I request that they change the current meter on our home. If they maintain this is the actual meter reading, the meter must be malfunctioning.

  

  Business Response

  Date: 12/14/2023

  On 11/7/2023, A meter change was completed by a technician.
  On 11/22/2023, a bill was rendered for $165.82, usage amount 116 CCF S.
  On 11/27/2023, N___ spoke with a customer service representative regarding the high usage on his bill. The representative advised the usage was actual usage and not estimated usage. The representative stated the billing was correct.
  On 11/29/2023, N___ emailed customer service regarding the bill. The representative advised N__ she entered a ticket to the billing department to review the bill.
  On 11/30/2023, N__ spoke with a customer service representative regarding a ticket that was entered. The representative advised that the ticket is still pending.
  
  
  
  When the technician changed the meter on 11/7/2023, he manually entered the remove read as ****. This caused the customer to be billed higher usage when the bill was rendered. Our billing team pulled the final read from the meter, which was ****, and rebilled the account to correct the usage. The initial usage billed was 116 CCFs and bill was $165.82. The account was rebilled with the correct reads and the usage amount is 20 CCFs and rebill is $46.86 after corrections. The account has a credit of $124.04 after all corrections were made.
  

  Customer Answer

  Date: 12/14/2023

  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. But it's very clear I've been significantly inconvenienced as a result of the Spire company's mistake.  We were forced to pay an extra $125 during December when we needed that money for Christmas gifts and paying our end of year real estate property taxes.  Any respectable company with a semblance of ethics would issue an apology. 
  Sincerely,
  
  ***** And *********************

• Initial Complaint

  Date:10/31/2023

  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.

  When I came home from work last night my gas was off and my house was freezing. I couldn't call Spire because they were closed. I called first thing this morning and asked if it's because I owed money. They said it wasn't about money, but it was because they had been trying to contact me to come inside my home about the meter. I explained that I'm a renter and they would need to contact the home owner. I explained that it's also illegal to cut the gas off when it's freezing. They said it doesn't go into effect until November 1rst, which is tomorrow. They said I would have to be at my home and they wouldn't be able to cut it on until they came to my home, and I had to be there. They said if I wasn't available tomorrow, it could be weeks until they were able to come out. I'm a manager and my longest shift is Wednesdays, so I'm unable to be home tomorrow. I asked if they could come today and they said they couldn't reconnect the gas the same day it was shut off. Today is a different business day because they shut it off yesterday.

  

  Business Response

  Date: 11/15/2023

  On 9/25/2023, 10/4/2023, 10/18/2023,and 10/20/2023 we mailed out letters to the customer advising it was time to perform a routine safety inspection on her meter and to contact us via phone or our website to schedule an appointment. We advised the customer in each letter that if we do not hear from her by 10/30/2023 we would have to disconnect the service until we can perform a safety check on the meter.
  
  On 10/18/2023 we attempted to reach out to the customer by phone the customer did not answer, and we were unable to leave a voicemail due to it not being set up.
  
  On 10/30/2023 our technician arrived at the customer's residence, and no one was available. The technician cut off the gas at the curb due to non-compliance with the safety inspection and left a note on the door to contact us.  
  
  On 10/31/2023 the customer called and spoke with our customer service department. She was informed the service was shut off due to non-compliance with safety inspection. The representative entered an appointment for 11/1/2023 to perform a safety inspection and reconnect the gas.
  
  On 11/1/2023 the technician performed safety inspection and reconnected the gas.

• Initial Complaint

  Date:10/23/2023

  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 had a gas leak back in July and two Spire techs came out. They determined the gas leak was a gas valve in my fireplace. One of the techs stated that he could fix the valve but did not have the part and recommended that I call back and schedule a repair. I called and scheduled a repair 3 weeks ago and the technician came out but did not have the part. He stated that I needed to call the main office and schedule another appointment. I called customer service and scheduled an appointment two weeks ago. The appointment was scheduled for all day so I had to be available. I called customer service when it was getting close to 5:00 pm and was told the technician would be out. The technician arrived at 7:00 pm and told me they close at 8:00 pm and the job was 2-3 hours. He sat in his truck for 30 minutes and told me I would have to schedule another appointment because he had the part but not enough time to make the repair. I asked for the techs name and supervisor and the tech was very rude. He gave me the information and I called the next day to schedule the appointment. I informed customer service of the challenges I had and the representative stated that a foreman and supervisor would call me. The foreman called and said the techs no longer provide service repairs. I questioned why this is the first time I am hearing this and everyone since July indicated they could complete the repair. I called back to customer service since the foreman stated he could not help and asked for a supervisor. It has been a week and I still have not heard from a supervisor. All I have been trying to do it get my gas valve repaired but I have been getting the run around for weeks. Any help is appreciated. The workorders, phone calls and complaints are documented in my file with Spire.

  

  Business Response

  Date: 10/28/2023

  On July 25, 2023, our technician went out to the customer's home due to a call we received that the customer reported a smell of odor. The technician discovered that it was a gas leak in the fireplace. The technician valved off the fireplace due to the leak but left the gas on to the rest of the appliance. 
  The customer schedule a repair service for 10/10/2023. When the technician arrived, he noticed he did not have the part that was needed to perform the repair on the fireplace. The appointment was rescheduled. 
  On 10/11/2023, a technician went out on a scheduled service repair around 7pm, the technician realized the job that needed to be done for the repairs will take 2-3 hours and due to it being later in the day, the technician stated he had to cancel the repair. The technician tried to reschedule the appointment, but the customer was frustrated and refused the repair. 
  On 10/12/2023, the customer called customer service to reschedule the appointment and the representative attempted to schedule a repair for 10/16/2023. Later, that day the service supervisor canceled the appointment due to not having staff to perform the lengthy job. The service supervisor reached out to the customer and advised him the appointment was canceled and referred him to an outside contractor to perform the repairs. The customer was angry and suggested that we cover the price of the repair for an outside contractor. 
  
  The fireplace is the responsibility of the homeowner/renter to repair. Although we offer service work at a charge, we have the right to refuse a repair and refer them to a contractor. In this case, we don’t have adequate staffing to perform the repairs this customer is requesting. 

  Customer Answer

  Date: 10/30/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  The response by the business does not highlight the important facts and the conclusion remains the same. The business has decided not to perform a service that they agreed to provide on several occasions. If the business did not service fireplaces why did they continue to send out technicians. It was not until I requested a supervisor that I was informed they no longer service fireplaces. I have the names of several technicians who stated they do perform this service so it seems unusual that once I complain now the business does not have enough staff. This is very disappointing and I followed all the instructions from the service technicians and customer service reps. It is also interesting that the business does not say in their response that they cannot service fireplaces, instead staffing is the reason. I called to schedule this service and the scheduling department seems to have the understanding that this is a valid repair which is why they kept sending out technicians. Also, I was contacted by a foreman and not a supervisor of the department which I requested. I called the next day after speaking with the foreman and I was told the supervisor would contact me which to date has not happened. At the end of the day, I was patient and accommodating and to recieve such an insensitive response is saddening. Thank you for providing this platform so I could provide my experience and hopefully improve this for others since it seems like I will not be getting any assistance for my issue.
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Customer Answer

  Date: 10/30/2023

  I just wanted to highlight this part of the businesses response: "Although we offer service work at a charge, we have the right to refuse a repair and refer them to a contractor. In this case, we don’t have adequate staffing to perform the repairs this customer is requesting." The business has decided to refuse service after I submitted a complaint. It should be noted they did not say they are no longer servicing fireplaces but that they are refusing to repair the issue. Please take this into consideration when rating this business. A company that refuses to repair items without an overall change in policy seems highly subjective.  

• Initial Complaint

  Date:09/29/2023

  Type:Billing 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.

  My autopay through my financial institute was changed in Decemeber 2023 as part of a software update. I did not realize that my bill pay for Spire was removed. On September 20th they disconnected my service. I had no idea the bill was not being paid. I received nothing in the mail. No emails. No phone calls. Just a door hanger saying my service was disconnected. We have small children with medical issues requiring this service. We called and paid the balance immediately. From January - September **** they charged me $70.67 in late fees. They also charged me a $65 reconnection fee. They had the wrong mailing address on file. We received no communications. They refuse to refund the fees and reconnection fee.

  

  Business Response

  Date: 10/06/2023

  On 11/16/2018 Mr. *** started service at 1___ G___ Dr. ** this time, he also had gas service at 8__ H___ Dr. ******* information was being mailed to ****************** 
  
  On 3/25/2019, Mr. *** spoke with a customer service representative to stop his service at 8__ H___ Dr. *** representative advised new owners already called in and switched the service in their name. NOTE: *** representative did not switch the billing address in the system.  
  
  On 9/18/2023, the account was disconnected for non-payment.  
  
  On 9/18/2023, a payment of $827.55 was made to the account to restore service. We sent a technician out the same day and service was restored. *** mailing address was also updated to  1___ G___ Dr 
  
  NOTE: *** payment of $827.55 that was made on 9/18/2023 was canceled and unable to be processed. *** payment was returned. 
  
  On 9/29/2023, Mrs. **** emailed our customer service team demanding a refund for the late fees that were charged and the reconnection fee due to the mailing address being incorrect. *** representative declined the waving of the late fees and reconnection fee due to the payment returning unpaid. Later that day, Mrs. *** made a payment of $940.56 online and enrolled the account in autopay. After making the payment Mrs. *** spoke with a customer service representative regarding waiving the late fees and the reconnection fee. *** representative sent her information over to a supervisor to request fees to be waived due to mailing address being incorrect. 
  
   
  
  *** supervisor reviewed the account and waived the late fees and reconnection fee. *** late fee amount was waived totaling $60.25, and the reconnection fee waived $65 totaling $125.25. This was applied as a credit on the customer account and their balance is now a credit of $125.25. 

  Customer Answer

  Date: 10/06/2023

  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.

  Their facts and dates are not fully correct, but whatever.  Their customer service and communication is terrible.

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

• Initial Complaint

  Date:09/22/2023

  Type:Order 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.

  We have been paying Spire weekly for years. We always keep our bill paid in advance. Recently, we received a correspondence vis US Mail requesting that we read the meter ourselves and send the info via mail back. We were promptly slammed with a $3000 bill. We were also notified that Spire has been estimating our bill for 5 + months. Spire now is being very tough working with us on the problem. How did we go so far in the red after years of paying ahead. We are not Spire employees and have not been trained to operate or read gas meters.

  

  Business Response

  Date: 10/03/2023

  Spire

                                                          Community Services Department

                                                              Better Business Bureau

                                                             CASD Investigator: **************

   Customer Info:      Account ID:                                                              Complaint ID: 20642983

                               Mrs. N______ *******_                                      Rate:GH Residential

                                    4____ W______ C_______D__                                    

                                    F__________, M__6_______

  Comments:

  Mrs. ******* ****** she has been paying Spire every week for years. They always keep their bill paid in advance. Recently, she received correspondence requesting that they read the meter their selves and send the information back to Spire. She was promptly slammed with a bill for $3000. It was also advised that Spire had been estimating their bill for over five months. She believes that Spire is not wanting work with them on this problem. She does not understand how they can owe so much after years of paying ahead. She would like this issue investigated.

   

  On 09/20/2023, I attempted to contact Mrs. ******* and I left a voicemail message that I received the complaint she filed with the BBB, and I would be investigating her concerns.     

   

  Account Details:

   

  • On 09/11/2023, Mrs. *******_ called in about the bill that she says is for $3000 this month. The representative advised that the bill was rebilled from July and August. The customer says she sees that her bills were not billed correctly since April 5^th to August, and she is now required to pay for Spires error. She does not feel that she should have to do that. She says that she pays every week to keep ahead of her bills.  She said she received info that she was supposed to go out and read her meter.  Mrs. ******* ****** she is not qualified to do that. The rep ****** this is a catch-up bill based on an actual meter reading.  The representative offered a payment arrangement for 6-8 months (advised the plan will take current balance and break up over 6-8 months plus the current bill). Mrs. *******_ said she will speak with husband and call Spire with her decision. She realizes that she uses more gas in the summer when she is operating her pool heater. The representative also says the meter was just changed in 2020 but it should be operating correctly.
  • On 09/18/2023, Mrs. *******__ advises that the previous representative that she spoke with would note her account regarding the rebill for over $2230 due to Spires error. It was also noted that she could be set up on a six-month plan. The representative says nothing is owed until the October bill. The representative says she does not owe anything this month because the payment plan will start with the 10/05 bill for $233.57. The representative confirmed that the money that she had as a credit previously was used for part of the rebilled amount. It was also advised if the customer has a pool heater, it will use a lot of gas. The representative advised she will set up an appointment for a technician to go out to check the meter reads because she sees that there is a lot of usage and thinks that the pool heater may have been left on. The appointment is scheduled for 09/19/23. The representative says she will have a supervisor look at Mrs. *******s bill and they will call back with the results.
  • On 09/18/2023, Mrs. *******_ called and said that she was expecting a call back from a supervisor but has not received it yet. The representative advised the supervisor can return a call back up the end of the business day.
  • On 09/19/2023, Mrs. *******__ says she is still waiting on a supervisor callback regarding the rebill that she received from Spire recently.  The representative confirmed that there is a Spire technician scheduled for 09/20/23 to go out for a meter re-read (previous representative did say the technician was supposed to come out on 09/19/23).  The representative advised that the supervisor could call back within 24 hours from the time of her first call on 09/18/23. The representative advised she cannot authorize anything for a refund of her pay ahead money until the technician goes out to get a good meter reading.

   

  o  NOTE:  The supervisor did not return the call to the customer, and I have forwarded the information to the ***************** for additional training.

   

          On 09/20/2023, Mrs. *******_ called and wanted to know about the meter re-reading appointment. The meter was verified and completed. The customer ****** she is still waiting on a supervisor callback and is upset that she has not received the call. She believes that she should not be penalized for no one reading her meter when she had paid her bill ahead over $1200. The representative offered the *** budget plan that starts in November and advised the 211-phone number. The customer says she does not have a problem paying the bill but is upset that she is paying for Spires error. She wants a payment plan for longer than 6-8 months.                                                     

   

  On 10/03/2023, I called and spoke with Mr. and Mrs. *******___. I advised them that the billing department reviewed the account and noticed the usage was higher and estimated the billing until a technician was able to go out to get an actual reading of the meter. I could set them on an eight-month payment plan with the monthly amount of $143.93 plus whatever the monthly amount will be. This plan will start with the 10/06/23 bill. I also advised the customers to keep eye on their bill to avoid any more estimated bills.

   

• Initial Complaint

  Date:08/23/2023

  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.

  My gas was turned off due to change / replacement of meter on 8/22. I have called and tried to get my service restored but I’ve been getting the run around. I was told that someone has to be there but no one was there when they started the service/repair. I never received a letter, email or phone call prior informing me of the situation and shut off. The only way I found out was I got a call stating that they were there to shut my service off. No reason was given or anything. I placed call and was then informed of the replacement of the meter and shut, but was told that when the work was completed I would get a call regarding my service but I never did receive a call back. I called again on 5/22 3 times and got a different person trying to find out what was going on. I then asked for a supervisor and was told that one would return my call but they never called. I work 7 days a week and the fact that my service was shut off in 100+ degrees weather is unacceptable. I have no way to even cook, shower, bathe or even boil water. What am I supposed to do at this point when I can’t even get anyone to even show some type of interest in trying to get this matter resolved. I need my service restored asap and how this whole matter was initiated and handled was unacceptable. At this point I feel Spire should be held accountable for dropping the ball and I should be reimbursed for any pup of pocket expenses that will occur due to their poor judgment and negligence in how they handled this whole situation. I am asking that I receive a call from someone at corporate on a higher level and my service be restored as soon as possible!
  Thank you in advance for your assistance in this matter.

  

  Business Response

  Date: 09/01/2023

  Spire

  
  
  

                                                          Community Services Department

  
  
  

                                                              Better Business Bureau

  
  
  

  
  
  

                                                             CASD Investigator: ** *****

  
  
  

  
  
  

  Customer Info:      Account ID:                                                              Complaint
  ID: ********

  
  
  

                               Mrs. ******* ******** ***** ** ***********
  
  ****** ******* ***** ****
  
  ** ******* *** ********
  
  

  
  
  

  Comments:

  
  
  

  Mrs. ******* called and stated
  her gas was shut off due to a meter change on 08/22/23. She has called and
  tried get her service restored but she has been getting the run around. She was
  told that someone must be there, but no one was here when the service started.
  Mrs. ****** says she never received a letter, email, or phone call prior to
  informing her of the shut off. She found out about the gas shut off when she
  received a call that the technician was enroute to shut off the service. She
  placed a call and was then informed of the meter replacement and was told that
  when the work was completed, she would get call and she did not. I called for a
  supervisor and was advised that one would call me back, but they never called.
  It was unacceptable that the service was turned off when it was 100+ degrees weather
  was unacceptable. She had no way to cook, shower, bathe, or boil water. She
  could not get any assistance from Spire to get the service expedited and turned
  back on. She feels that Spire should be held accountable, and she should be
  reimbursed for any out-of-pocket expenses that will occur due to how the
  situation was handled. Mrs. ******* would like a call from someone at the
  corporate level and her service restored as soon as possible.

  
  
  

   

  
  
  

  On 08/23/2023, I attempted to
  contact Ms. ******* and I left a voicemail message that I received the
  complaint she filed with the BBB, and I would be investigating her concerns.     

  
  
  

   

  
  
  

  Account Details:

  
  
  

   

  
  
  

  ·        
  On 08/21/2023,
  Mrs. ******* called because she received a
  voicemail that Spire would be out there to turn off her gas and wanted more
  information about that. The representative advised there is a pending stop on
  the account. Mrs. ******* says there should not be because she did not schedule
  it. The representative says it has to do with not scheduling a meter change. Mrs.
  *******_ says she has not received any information about needing a meter
  change. The representative advised the services had to be stopped to change the
  meter that occurred on 08/21/23.  Mrs. *******
  says she believes that she should have gotten some sort of notification like a
  letter instead of just a call. Mrs. *******_ advised she would prefer that she
  be notified when Spire comes out to change the meter. The customer gave her
  phone number on record and advised she would be calling back to speak with a supervisor.
  

  
  
  

  ·        
  On 08/22/2023, an
  email was sent to for a supervisor callback due to the customer was upset that
  she was not present during the meter change and the service was not
  reconnected.

  
  
  

  ·        
  On 08/23/2023, a
  Spire supervisor called Mrs* ********* per the email and the customer explained
  she was upset that she was not notified of meter change and that service was
  turned off due to no access inside. The supervisor did get a same day approval.
  However, customer was upset that she could not be given a timeframe and would
  not be able to book an appointment timeframe until 8/29. The supervisor advised
  that anyone 18+ could need to be there but she states she has no one else and
  this is an inconvenience to her. Mrs. *******_ then requested another
  supervisor callback.

  
  
  

  ·        
  On 08/23/2023, I
  called and spoke with Mrs. *******_ and advised her that we had received the
  complaint that she filed the Better Business Bureau.

  
  
  

  ·        
  On 08/23/2023, I spoke
  with the Dispatching manager who confirmed that the technician was enroute to
  the location at **** ******** ** **** ** ********** ** *****; I called Mrs. *******
  and advised her of this who was still not happy that her service was
  disconnected without any notice from Spire (she said that the apartment complex
  was supposed to be advised before her service is to be turned per her lease).

  
  
  

  ·        
  On 08/23/2023, a
  Spire technician came out to restore the service at **** *********** *** **** ** ************ *** *****. He showed there were no leaks and lit all
  appliances. All was okay currently.

  
  
  

   

  
  
  

  On
  08/30/2023, I called and left a voicemail message for Mrs. ****** and to
  confirm that her service was restored. I also removed the reconnect fee of $65
  as a customer courtesy.

  
  
  

   

  
  
  

   

  
  
                               THIS REPORT CONTAINS
  SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

• Initial Complaint

  Date:08/22/2023

  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 moved into my house 07/15/2022. At the time the gas meter was either broken or not registering readings. I signed up for a spire account and took the correct steps on my end. Around May 2023 Spire contacted that they needed to come out to replace the gas meter. They did this and the technician said they would call me to talk about how to handle the gas usage from the time I moved in until the time they installed the new meter. They never contacted me and simply sent me a large bill and began automatic payments on it. My bills show no gas usage readings. Every bill also contains a $7 initiation fee despite this only applying to the first bill after the change. I also am single, live alone in the house and do not use a gas dryer - my only gas appliances are the furnace in the winter, the stove, and the hot water heater. I do my laundry with tap cold water and have used an electric dryer since moving in. I called Spire to discuss the back charges as they seem way too high and was told their billing department would review and call me. I never received a call. I then called every day for about 10 days and I usually spend about an hour on the phone before being told I'll be put on a list for a supervisor to call me back. None of my bills reflect usage anymore which I have also mentioned on the phone and asked for answers and am told a supervisor will call me. I have never received a call. I filed an online support ticket which has not been replied to. I will now be seeking legal action to force Spire to review the situation and to report my gas usage on my bills. I don't know my chances of winning against a large utility who has a law firm on retainer. I am so disappointed in this situation.

  Customer Answer

  Date: 09/26/2023

  I am still fighting with Spire as I am still being charged high bills with no usage showing on my bill. If I stop paying, they will simply shut off the gas. How do I find a lawyer to sue them?

  

  Business Response

  Date: 03/14/2025

  Spire

                                                          Community Services Department

                                                              Better Business Bureau

                                                      Spire Community and Agency Services 

  __________________________________________________________________________________

  Customer Info: 17______00                                                 Complaint ID: ********

                    K______ M______                                               Rate: GH Residential

                    7___ W_____ A___

                     S____ L____, M_ 6_____                                                                                                                                        __________________________________________________________________________________

  Comments from Customer: I moved into my house 07/15/2022. At the time the gas meter was either broken or not registering readings. I signed up for a spire account and took the correct steps on my end. Around May 2023 Spire contacted that they needed to come out to ***lace the gas meter. They did this and the technician said they would call me to talk about how to handle the gas usage from the time I moved in until the time they installed the new meter. They never contacted me and simply sent me a large bill and began automatic payments on it. My bills show no gas usage readings. Every bill also contains a $7 initiation fee despite this only applying to the first bill after the change. I also am single, live alone in the house and do not use a gas dryer - my only gas appliances are the furnace in the winter, the stove, and the hot water heater. I do my laundry with tap cold water and have used an electric dryer since moving in. I called Spire to discuss the back charges as they seem way too high and was told their billing department would review and call me. I never received a call. I then called every day for about 10 days and I usually spend about an hour on the phone before being told I'll be put on a list for a supervisor to call me back. None of my bills reflect usage anymore which I have also mentioned on the phone and asked for answers and am told a supervisor will call me. I have never received a call. I filed an online support ticket which has not been ***lied to. I will now be seeking legal action to force Spire to review the situation and to ***ort my gas usage on my bills. I don't know my chances of winning against a large utility who has a law firm on retainer. I am so disappointed in this situation.

   

   

  Account Details:

   

           On 7/14/2022, K______ M______ entered a start service for 7___ W_____ A___on 7/15/2022.

           On 4/20/2023, K______ M______  spoke with a customer service ***resentative advising her she was not receiving a bill.

           On 5/8/2023, the billing department billed the account from the date the customer moved in on 7/15/2022 to the present day. The account was billed using regular reads from the meter.

           On 6/14/2023, K______ M______ spoke with a ***resentative regarding her bills, she stated the bills were inaccurate. The ***resentative entered a ticket to the billing team.

  o   The billing department reviewed and advised account was billed using reads from the meter. The billed usage was accurate.

           On 7/14/2023, K______ M______ spoke with a customer service ***resentative regarding her request and as the *** was reviewing the account K______ M______ stated she had to end the call due to a meeting at work.

           On 7/26/2023, K______ M______ spoke with a customer service ***resentative and advised she believed her bill was incorrect due to us estimating the bill based on the previous tenants. The ***resentative advised account was billed from 7/15/2022 to 5/8/2023 using regular reads from the meter. She was advised the account was not estimated but was billed using reads from the meter.

   

  K______ M______ spoke with our customer service department several times via phone and email. The gas was already on when K______ M______ moved into 7___ W_____ A___.

   

  The bills from July 2022 through April 2023 were billed using reads from the meter.

   

  When the meter was changed in April the meter stopped registering use. K______ M______ called concerning the meter not registering usage. The ***resentative entered a ticket for a technician to go out on 8/31/2023 however the technician arrived but was not able to gain access to the home due to no answer at the door. A meter change was rescheduled for when she would be available again, on 11/8/2023 and the technician went to the scheduled appointment and changed the meter. Typically, we would estimate the usage when we do not receive reads from the meter. However, since this has been an ongoing issue, we did not estimate the usage from 4/21/2023-11/8/2023 when the meter was registering zero usage.

   

• Initial Complaint

  Date:08/13/2023

  Type:Billing 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.

  a payment in the amount of 259.88 was made over the phone on 05/30/2023. the funds were not avai*ab*e at that time, Spire made 2 attempts to co**ect the funds on 06/01/2023 and 06/06/2023 with came back as insufficent funds in which my account was charged $30 each attempt..On 06/09/2023 a third attempt was made which was successfu*.* ca**ed in on 07/11/2023 to make a debit card payment in the amount of 211.00 .I asked the rep why has'nt my account been credited for the 259.88,to find out they have'nt received the payment,exp*ained to the rep that the payment was issued to spire on 06/09/2023.thru my credit union,rep to*d me to get a printout of the payment being made and to ca** back,and that she wou*d send an emai* to that department regarding that payment,retrieved the print out ,ca**ed back spoke with a different rep which to*d me my print out was incorrect,she sent an emai* to that same dept,i was to*d that someone wou*d contact me via te*ephone no response,ca**ed back a week *ater asked to speak with a manager,she gets on the phone ,she te**s me that they have'nt received the payment,I exp*ained the situation to her, she te**s me to get more documentation and that she wou*d emai* my concerns to the same dept and someone wou*d contact me,sti** no response,ca**ed again spoke with a rep,exp*ained the situation to her,she te**s me to ca** back in a week,that's about how *ong it takes to get a response,waited a week no response,ca**ed back spoke with a gent*eman,exp*ained the situation to him,he stated that he wou*d send in a ticket regarding comp*aint and that he wou*d emai* me a printout of my payments,no response, i don"t have 259.88 just to give away.today,i receive a disconnection *etter asking for 438.07 by 08/18/2023 tota* bi** is 510.77 that inc*udes the 259.88 that i've a*ready paid. My credit Union has given a fu** print out showing that Spire was paid 259.88 on 06/09/2023 Can you p*ease assist me with this matter. ****** ****** ****************

  

  Business Response

  Date: 08/28/2023

                                                                            Spire
                                                          Community Services Department
                                                              Better Business Bureau
  Received: 08/28/2023
                                       CASD Investigator: ****** * ********* *** ********
  __________________________________________________________________________________
  Comments: __ filed a complaint with the BBB and
  stated “A payment in the amount of 259.88 was made over
  the phone on 05/30/2023. the funds were not available at that time, Spire made
  2 attempts to collect the funds on 06/01/2023 and 06/06/2023 with came back as
  insufficent funds in which my account was charged $30 each attempt..On
  06/09/2023 a third attempt was made which was successful.* called in on
  07/11/2023 to make a debit card payment in the amount of 211.00 .I asked the
  rep why has'nt my account been credited for the 259.88,to find out they have'nt
  received the payment,explained to the rep that the payment was issued to spire
  on 06/09/2023.thru my credit union,rep told me to get a printout of the payment
  being made and to call back,and that she would send an email to that department
  regarding that payment,retrieved the print out ,called back spoke with a
  different rep which told me my print out was incorrect,she sent an email to
  that same dept,i was told that someone would contact me via telephone no
  response,called back a week later asked to speak with a manager,she gets on the
  phone ,she tells me that they have'nt received the payment,I explained the
  situation to her, she tells me to get more documentation and that she would
  email my concerns to the same dept and someone would contact me,still no
  response,called again spoke with a rep,explained the situation to her,she tells
  me to call back in a week,that's about how long it takes to get a
  response,waited a week no response,called back spoke with a gentleman,explained
  the situation to him,he stated that he would send in a ticket regarding
  complaint and that he would email me a printout of my payments,no response, i don’t
  have 259.88 just to give away. today,i received a disconnection letter asking
  for 438.07 by 08/18/2023 total bill is 510.77 that includes the 259.88 that
  i've already paid. My credit Union has given a full printout showing that Spire
  was paid 259.88 on 06/09/2023 Can you please assist me with this matter..”
  
  
  
  
  Account Details:
  
  
  We have received proof of
  payments documents from customers bank and our third-party processors system is
  working with *** *** to locate the missing payment.

  Customer Answer

  Date: 09/11/2023

  The business states that they have received proof of payment but they have still not credited my account.  I just do not understand what the hold up is.  This is not my problem this is there problem.  

  Customer Answer

  Date: 01/19/2024

   

  1/31/2024 PE:  Email received from the consumer stating that the issue was resolved by the company.  Yes the problem  has been resolved .Thank you do very much..
  

  1/30/2024 PE:  Emailed **************** again to ask about the issue she had with Spire.  Asked her to contact me and told her that we could not proceed with mediation until we heard from her.

  1/23/2024 PE:  Phone call into **************** and left a vm.  Asked for a call back on the mediation case.

  1/19/2024 PE:  Email to **************** to let her know that the case has moved to mediation, mediation assigned to me.  Asked if there were any changes, if a resolution was achieved.  Or if she is still wanting/needing Spire to show that her payment was made.