Complaints

This profile includes complaints for Spire's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Spire

  700 Market St Saint Louis, MO 63101-1829

  
• 

  Spire

  7500 E 35th St Kansas City, MO 64129

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/04/2023

  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.

  They are rude and I have been without gas in my home for over a week.  They know I am without gas and has done nothing to resolve my issue.  I called and asked to speak with a supervisor and they told me no one was available. They have rudely and abruptly hung up on me when I called. 

  

  Business Response

  Date: 08/23/2023

                                                                           Spire
                                                                    Community Services Department
                                                              Better Business Bureau
  Received: 08/4/2023
                                       CASD Investigator: ****** **** Complaint ID: ********
  __________________________________________________________________________________
  Comments: Mr. **** filed a complaint
  with the BBB stating that he’s been without gas for a week with no resolution.
  Mr. *** stated he called and asked to speak with a supervisor, but no one was
  available. Mr. *** stated the representative rudely disconnected the call.
  
  
  
  
  Account Details:
  
  Upon receiving the complaint,
  I contacted Mr. *** and scheduled his turn-on for 8/7/2023. 

• Initial Complaint

  Date:08/03/2023

  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.

  In May of 2022 I cancelled my Spire Gas account. I had not used gas in my home for more than a year before I cancelled. I waited so long because I was trying to decide if I wanted to get a gas stove. During that time my home was ****************. I used no gas at all. After I called and canceled I got an email bill saying that I owed $74.89. I called and told them that I did not owe them anything and that I haven't used gas in over a year. The woman I spoke with mentioned the gas meter and I told her if they were reading the meter they should know I wasn't using gas. She said they had not been reading the meter. I told her they needed to send someone out to actually read it. I also pointed out that my bill had been no more than $35.00 a month and they had raised it double. She said it was because of my gas usage. I again pointed out that I hadn't been using gas so that was pretty much impossible. I didn't get another bill or hear from them until today when I got a notice that they turned my account over to a collection agency in *********, **. I have no idea what they are trying to pull but I don't owe them any money. Thank you for any help you can give me.

  Customer Answer

  Date: 08/25/2023

  Hi,

  I received an e-mail from Spire Gas that was an updated bill. The amount listed that I owe is 0. I don't know if they contacted you about this so I thought I should. 

  Thanks,

  *************************

• Initial Complaint

  Date:07/16/2023

  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.

  My complaint is billing with Spire gas company and placing me on a payment plan without my permission.
  In March 2023 I received financial assistance from St. Vincent-Paul. I spoke with a rep. that is located at St. Angela Merici church. She said they would pay my delinquent amount of $282.00
  (amount for February and maybe January). After they paid my account became current. I have paid for the months of April ($106.00 and it should have been $127.03-my error) it was paid with check # **** and has cleared my bank. I paid May/June in the amount of $127.00 which was based upon the previous balance of ($89.08) and current charges ($37.20) and the check has cleared my bank.
  
  There is a previous charge of $115.72 that is charged to my account, which I do not agree with.
  I have called Spire to discuss this charge and they cannot give a detailed explanation what the charge is based upon.
  
  The rep. also told me if you ask for assistance you are automatically placed on a payment plan. I told her I was never contacted to agree upon a payment plan and why would there be a need for one since my account is current. They agreed the payment plan should not be implemented and said they would remove the payment plan.
  
  In conclusion, please contact Spire to share the information I have provided to correct their billing. Most important, Spire should be cited and reprimanded for inaccurate billing and placing customers accounts on a payment plan system without their permission.
  
  Thanks for any assistance you can provide.
  
  **** ****** ************

  

  Business Response

  Date: 08/23/2023

  Spire
                                                          Community Services Department
                                                              Better Business Bureau
  Received: 08/23/2023
                                       CASD Investigator: ****** **** Complaint ID: ********
  __________________________________________________________________________________
  Comments:  Ms. *** filed a complaint with the BBB stating
  her account was placed on a payment plan without her permission due to her
  receiving a pledge from an agency. Ms. *** stated that she spoke with a rep
  from the agency and was told they would pay her entire balance of $282 which
  made her account current. Ms. *** stated she paid for the months of May and
  June in the amount of $127 but there is a previous charge of $115.72 that she’s
  not in agreement with. Ms. *** also stated she doesn’t agree with Spire
  automatically putting her account on a payment agreement without her
  permission.
  
  Account Details:
  
  On 2/25/2023- A pledge was made for $282 by the *** ****** ****** **** agency. At this, the balance on the account was $281.67. NOTE: A pledge is a promise to pay and the balance on the account is owed until we receive payment from the agency. The account was set up on a payment arrangement to prevent the account from being disconnected before payment was received. The customer can cancel the payment arrangement at any time.
  On 3/9/2023- the monthly bill rendered for $408.07.
  On 3/24/2023- a pledge payment of $282 applied to the account. The balance after payment was $126.07.
  On 4/10/2023- the monthly bill was rendered for $253.10, due to the account being on CWR budget plan amount due $106.
  On 5/5/2023- a payment of $106 was made to the account, remaining balance $147.10.
  
  On 5/9/2023- a bill monthly bill
  was rendered for $204.80, due to the account being on the CWR
  budget plan amount due $106.
  On 6/9/2023- a bill monthly bill
  was rendered for $242, due to the account being on the CWR budget plan
  amount due $213.72 due to no payment being made for May’s bill.
  
  On 7/10/2023- a payment of $127.10 was made on the account, remaining balance $114.90.
  On 7/24/2023- a monthly bill was rendered for $185.76.
  
  
  When a customer receives a
  pledge from an agency between October-April the account is set up on the CWR
  payment arrangement to prevent the account from being disconnected. The
  customer can cancel payment arrangements at any time. The monthly statements break
  down the customer's balance and show the payment arrangement. We have spoken
  with the customer explained her balance and cancelled the payment arrangement
  per her request.
  
  THIS REPORT CONTAINS
  SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

  Customer Answer

  Date: 08/30/2023

  I did not receive Spire's from your agency.  Please forward again and I will promptly respond.  If you will review the complaint-you will see I reached out to your agency for an update and Spire had not responded.

  Thanks for your help.

  **** ******
  
  ************ *****

   

   

• Initial Complaint

  Date:07/10/2023

  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'm disabled and my son in law pays my bills for me every month. I call him every month and he takes care of the bills. He sent a copy of my bill on Feb. 6 of $127.87 and they keep billing me for this amount. I have talked to them many times and they keep billing me for this. I told them I refused to pay this bill because it has been paid already.
  
  I want them to straighten this out because I paid this bill already.

  

  Business Response

  Date: 08/23/2023

  Spire 
  Community Services Department 
  Better Business Bureau  
  Received: 08/23/2023  
  CASD Investigator: ****** **** ********* *** ********
  __________________________________________________________________________________ 
  
  
  Comments:  Ms. W. filed a complaint with the BBB stating she is disabled, and her son makes payments on her account monthly. Ms. W. states her son made the payment of $127.87, and she was still billed for this amount. Ms. W. stated she spoke with us several times and was not able to get her issue resolved. 
   
  Account Details: 
  
  Upon receiving the complaint, I spoke with Ms. W. and advised I was investigating her missing payment. 
  
  The payment was made on 2/6/2023 for $127.87. Ms. W. sent in proof that the payment was made from her bank. With this information, I was able to credit the payment of $127.87 to her account and cancel all late fees due to this missing payment. 
  
  NOTE: On 2/6/2023 our third-party processor experienced an outage and some of the payments that were made on this day were not posted to the accounts. This was a nationwide outage that Chase experienced which caused the delay in the payment being posted.  
  
  THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION 

  Customer Answer

  Date: 08/29/2023

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

  they are trying to get me to pay the bill again and I am not going to do it. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:07/03/2023

  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.

  I only have the Gas-Spire gas service for the Furnace in the house, nothing else is Gas in my Home. I received a GAS bill for the cycle of 4/20- 5/18 = 15CCF, $44.14 it looked normal to what we use for this time of year and many previous years, 5/22/23 I received the bill, I called to turn the service off for the Summer (we do every year)as we have not used it since the first week of May because the weather is warmer and heater is not needed. I was told that the service can be turned off by a technician on 5/23 morning, I said yes and ok.on 5/23 evening I checked My Spire account online and it showed that My next bill was for 300ccf used and over$475.72 of charges for the last billing of 5/19-5/23 (4 Days)as I mentioned that we have not used the Gas at all since the first week of May. I called the company again on 5/24th and I was told by the clerk and by 2 supervisors that she consulted with that this was wrong and it was going to be reviewed, after a week the bill changed and they changed it from 300CCF to 30CCF for the same period of time, 4-5 Days (5/19-5/23). This still doesn't seem right because I have not used this service since the first week of May and this can be seen in the bill, there was a use of 15ccf in 29 days of service(4/20-5/19)Picture attached. I asked customer service How do they calculate the amount used for they to say first that I used 300ccf in 4 days from 5/19-5/23 and then 30CCF, even more than what I used in the month of March21-Apr-19(36CCF 30 Days)then they just pull a number nobody seem to know from where and say that it was at 30ccf in 4-5 days= $48.72. I checked the meter and the matter did not change since Around the second week of May that I checked. How is it that I used the service last month to 15CCF for 29 DAys Period, and I am getting charged Double the amount in 4 days?, 30CCF in 4 days when I am not using it? So I have to pay 2 combined bills:#1 May19 = 15CCF/29 Days(few days of actual use)#2 May23 = 30CCF/4 Days(no use at all) total of $93.52?I called again on 6/14 and spoke with a supervisor *************************** on 6/14 and explained the situation, he agreed with me that, he checked previous billing cycles and saw that it did not make any sense what they recorded for 4 days. This did not make a lot of sense, he told me that he put it in for a review and that I was not going to get charged for late fees or any other late charge for the discrepancy in this, and that they were going to send a technician to Phiscaly check the meter. ****** also said that he was going to call me back in a few days to let me know of the situation, he provide no contact information at all, no extension, or any number to call him back to follow up, but he assured me that he was going to call me back.2 weeks went by and nobody called me or I did not see any changes in the account online. I called again on 5/27 and requested a supervisor, there was none available but ***** with customer service was able to tell me that the billing was still being revised and that this could take a long time, I reminded him that the bill was due on May 28th and I did not want to get in trouble because they have not given me any updates on this, but he assured me that it was recorded on the notes that this was under review and that I had nothing to worry about. ***** also told me that he put in a request note in the system with *************************** to call me back about the ongoing review.On Friday, May 28th I received a letter in the Mail of a Final notice from Spire saying that if I did not pay the pending balance I was going to be passed to collections within the next 10 Days, I included a Picture.I called customer service on 5/29 after I saw the letter and again I requested a Supervisor, I was transferred to "*****" He did not provide a last name but he said that he is the ONLY "*****" in the Spire Office. ***** said to be not only a Supervisor but a customer experience Trainer. he did not have a clue of what I was talking about till I asked him to read the notes to which he responded that he could that the issue was resolved and that I was not waiting on anything. I asked him if he could see the notes from *************************** or any other Customer representative about the last call on the 27th or any call request for ***************************. And "*****" had absolutely no idea where or how to look for this information or simply did not want to review it for me. None the less ***** said that he was going to request another review from the billing department, and I asked him if they would get back to me or what was the next step, because up to this point, nobody knew or nobody seems to have any idea of what is going on, I have not been able to speak or get a hold of a particular person or department to be consistent with this issue. I received a message from "*****" on 7/3 to follow up with the call I had with him, saying that he checked and saw that the amount/balance is correct and that the amount balance is what I have to Pay. I can tell that he did not read the notes or understand what the problem was, I called him back but he was not available, a different Supervisor took my call her name is ****/******, she review the notes and she fact found that the case was still open since 5/14th She told me that she is going to reach out one more time to resolve this, I remind her that the collections letter suppose to be for 10 days but she mentions that she would get back to **** started this case with BBB because this will turn into collections in a few days, I have not been able to resolve this in over a month, and I do not see this getting resolved if I just sit to wait longer. Clearly, there are some people around here that don't know what they're doing, I have cameras and so far none has been here to check anything since the turn-off of the system on 5/23. no one seems to be the person to address this or take care of it.

  

  Business Response

  Date: 07/24/2023

  MR. *** FINAL BILL ON 5/23/2023 WAS BILLED WITH INCORRECTLY DUE TO TECHINICAN ENTERING FINAL READ INCORRECTLY.  ON 7/6/2023 OUR BILLING TEAM CORRECTED THE FINAL BILL USING CORRECT FINAL READ. FINAL **** WAS $48.43 AND MR. ***_ MADE FINAL PAYMENT ON 7/19/2023. ACCOUNT BALANCE IS $0.

  Customer Answer

  Date: 07/31/2023

  HI, the issue was finally resolved, Spire did fix the issue, applied the correct adjustment to the Bill, and I Paid the correct amount. thank you.

  ************
  

• Initial Complaint

  Date:06/14/2023

  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.

  I have been living in an all electric apartment since April of 2018, prior to that I had an apartment with gas and called spire to setup my account, they never started sending me bills and in the over 3 years I lived there they never cut off my gas, so I assumed they were still billing my landlord. Today I call to set up service for my new apartment that does have gas and they tell me I owe them $2700 and am required to pay that before they will setup my new service. Again, never received a bill for this amount and while I was living and using this service they never cut it off. I'm ok setting up a payment plan to pay down this balance if my previous landlord really wasn't paying, but I'm not going to be extorted into paying $2700 today because my hands are tied behind my back. And they are refusing to work with me.

  ***** * ******* ********
  *** ****** **
  ***** ******** *****
  ************

  

  Business Response

  Date: 07/24/2023

                                                                            Spire
                                                          Community Services Department
                                                              Better Business Bureau
  Received: 06/29/2023
                                                             CASD Investigator: ****** *
  __________________________________________________________________________________
         Customer Info:
  *** *** ********* *** ********
  *** *** ** ***** ** ***********
  *** *** ** *****
  
  __________________________________________________________________________________
  Comments:  Ms. *** filed a complaint with the BBB stating
  that she has been staying in an all-electric since April, 2018 and prior to
  that she stayed in an apartment that she had Spire gas service. Ms. *** stated
  she never received a bill the entire time she was living in the apartment and her
  gas service was never disconnected for non-payment. Ms. *** stated she is ok
  with setting up a payment plan to pay down the balance if her previous landlord
  was not making the payments, but she doesn’t want to make payment for $2700.
  
  
  
  
  Account Details:
  
  
  Ms. ***_ had active service
  between December 2015-May 2018 at *** *** *****. The account statements were
  being mailed directly to the service address. We received several attempted payments
  that failed between 12/2015-5/2018, which caused the account to go in pending
  disconnection. Due to the meter being inside the home we had difficulty accessing
  the meter to disconnect service for non-payment. Our technician eventually gain
  access to the meter in 5/2/2018 and gas was disconnected. Final bill of $2,701.66
  was mailed out. After, 30 days of the account not receiving payment and being
  inactive the balance was sent to a third-party collection company.
  
  Our customer service team
  as spoke with the customer advising we will need entire payment to start service
  in her name. Our customer service representative also advised her to contact
  2-1-1 for possible assistance.

• Initial Complaint

  Date:06/04/2023

  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.

  My online bill states that I have until June 16, 2023 to pay my entire bill, which I will be paying on June 10, 2023. However, my gas service was disconnected on June 1, 2023. When I called to inquire why it was disconnected and the bill shows that I have until the 16th to pay, the answer I was given was that the disconnect was already in progress. My bill has already been increased over 100% in the past 2 years. And now that my bill will decrease drastically over the summer months, (from $1,000 per month during the winter months to $32-$40 per month during the summer months), I am disconnected so Spire can collect as much as possible with the reconnection fee as well as my balance due and any late fees. Spire has a monopoly, and they know that consumers have no other choice unless they have the money to convert to electric or solar. The online bill clearly states that I have until the 16th of June to pay, but Spire refused allow me that time to pay. Customers have no recourse but to allow ******************** to do whatever the company wants to do with service and pricing.

  

  Business Response

  Date: 03/04/2025

  Spire

                                                          Community Services Department

                                                              Better Business Bureau

                                                      Spire Community and Agency Services 

  __________________________________________________________________________________

  Customer Info: 36______221                                       Complaint ID: 20141815

                    C___ H________                                      Rate: GH Residential

                    6___ N__ P____ R____

                     K______ C____, M_ 6____                                                                                                                                      __________________________________________________________________________________

  Comments: My online bill states that I have until June 16, 2023 to pay my entire bill, which I will be paying on June 10, 2023. However, my gas service was disconnected on June 1, 2023. When I called to inquire why it was disconnected and the bill shows that I have until the 16th to pay, the answer I was given was that the disconnect was already in progress. My bill has already been increased over 100% in the past 2 years. And now that my bill will decrease drastically over the summer months, (from $1,000 per month during the winter months to $32-$40 per month during the summer months), I am disconnected so Spire can collect as much as possible with the reconnection fee as well as my balance due and any late fees. Spire has a monopoly, and they know that consumers have no other choice unless they have the money to convert to electric or solar. The online bill clearly states that I have until the 16th of June to pay, but Spire refused allow me that time to pay. Customers have no recourse but to allow ******************** to do whatever the company wants to do with service and pricing.

   

   

  Account Details:

   

           On 05/10/2023, a letter was mailed to C___ H________ at 6___ N__ P____ R____ stating a payment of $5XX.** would be needed prior to 05/24/2023 for service to remain connected.

           On 05/15/2023, a letter was mailed to C___ H________ at 6___ N__ P____ R____ stating a payment of $5XX.** would be needed prior to 05/24/2023 for service to remain connected.

           On 06/01/2023, the service at 6___ N__ P____ R____ was disconnected for nonpayment.

           On 08/22/2023, a payment of $1XXX.** was made.

           On 08/24/2023, a payment of $2XX.** was made and a reconnection at 6___ N__ P____ R____  was scheduled for 08/25/2023.

           On 08/25/2023, service at 6___ N__ P____ R____  was reconnected.

   

  After review, notices were sent to the customer 05/10/2023 and 05/15/2023 that disclosed the amount and date needed to pay to avoid disconnection. Service was disconnected at 6___ N__ P____ R____ as stated om these notices. A review of the usage at the premise, the customers bill is consistent and in-line with previous years history and are valid charges.

                                                                                                                              

• Initial Complaint

  Date:06/01/2023

  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.

  Spire came out and did work and the heavy equipment that they used left marks and grooves up and down on my lawn, one part is high and one part is low and tracks going all through it.
  I would like for them to come back out and repair the damage done to my lawn. Location of damage:  **** ****** *** ****** ** *****

  

  Business Response

  Date: 08/28/2023

  This was sent over to our service area and they have scheduled a repair with the customer

• Initial Complaint

  Date:05/31/2023

  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 mom is 92 and used to  live at **** ****** ****** she had her own account with Spire and I had the gas turned off and she has been living with me for 4 years. She was paying the gas bill and since she's not there anymore I had it disconnected and turned off.  So in December I had her turn the gas back on so her pipes wouldn't freeze So  Dec 28th  we received a bill  for 300 plus dollars and I called about the price. The house is not livable its still cold. They assured me the bill would be adjusted to the correct amount.  So the next month they sent another bill for 300 dollars so I asked for a reading and they told me they would send a reading showing the detailed charges for her account and they never did. I am constantly calling them and they have told me they would readjust the bill .They told me they were going by her old bill, which makes no sense, but they said they would adjust the bill to reflect the amount of gas her house was actually using.  This still has not happened.  I told them repeatedly that no one is living there so the bill cannot be over 300 dollars.  So today I got a bill saying I owed them 900 dollars because now they have attached her bill to my bill. So now they are holding me responsible for her bill without my authorization.
  So they are taking advantage of her, the bill shouldn't be that high and also have applied and charge to my bill at a house I do not live at.  This needs to be resolved immediately.  They have applied her charges to my bill without any consent from me. 

  

  Business Response

  Date: 06/16/2023

  Spire
                                                      Community Services
  Department
                                                                                              BBB:
                                                                            Received:5/31/2023
                                                         CASD Investigator: ****** ****
  __________________________________________________________________________________
  Customer Info: ****** ********* *** **************
  **** ***** ***** ** ***********
  **** ***** ******** ***
  ********** *** *****                                                                                                                                                                                      __________________________________________________________________________________
  Comments: Ms. ***** filed a
  complaint with the MPSC stating her mother **** **** has lived with her for 4
  years. Ms. **** had an account at **** ***** **** ******* ****** **********.
  Ms. ***** state home is vacant, but they continued the service until June 2022.
  On 12/28/2022, she reconnected the service, so the pipes did not freeze but she
  experienced high bills. Ms. **** stated she was told by Spire it was based off
  usage from 3 years ago and adjustment will be made. Ms. ****stated she
  requested meter to be checked and that has not been done to her knowledge.
  
  
  Account Details:
  
  On 12/29/2022, Ms. **** called to get gas reconnected at 4355 Darby St. The appointment was scheduled for 1/4/2023.
  On 1/4/2023, a technician went out to restore gas per requested.
  On 1/26/2023, Ms. **** spoke with a representative inquiring about the usage on the account. The representative advised we are receiving actual readings from meter and her account is not being estimated. The representative also advised the usage is in line with the previous year usage. Ms. **** requested for a technician to come out and read the meter. The representative scheduled the appointment for the meter read for 2/3/2023.
  On 2/3/2023, a technician went out to read the meter and no one was home. Technician could not read meter due to no access to the meter. Meter is located inside the home.
  On 3/28/2023, Ms. **** spoke with a representative regarding the usage on the account. The representative advised the readings are actual reads and not estimates. The representative tried to schedule a technician to come out and reread the meter. Ms. **** was upset and stated she wanted to speak with a supervisor. A supervisor took over the call and advised Ms. **** the readings we are actual reads, and we will have to come out and check the meter since she is concern about the usage. Ms. **** stated the home was vacant and has been for a couple years, the supervisor advised the usage is in line with the usage from last year when home was vacant also. Ms. **** requested for the service to be stopped. The supervisor schedules the appointment for the stop and advised that the technician will check the meter for actual read. The stop was scheduled for 3/30/2023.
  On 3/30/2023, a technician went out to stop service and no one was home. Technician had to cut gas off at curb. The meter is located inside, and technician did not have access to the meter due to no one being home.
  On 4/20/2023, Ms. ***** spoke to a customer service representative regarding her bill. The representative entered in a ticket to the billing department to review account for accuracy.
  On 5/8/2023, a billing representative reviewed the billing and advised billing was updated.
  On 5//24/2023, the balance from **** **** was transferred over to *** **** account *****. This was an automatic system transfer. Ms. **** added herself to her moms account on 3/16/2015.
  
  
  NOTE: When the account was
  stopped on 3/30/2023, the system allows 30 days for balance to be paid. If
  balance is not paid within 30 days, the balance will either transfer over to an
  active account in either parties name/ssn or it will go to a third-party
  collection company. Since Ms. **** had another active account, the balance
  transferred to that account.
  
  Upon receiving the complaint, I called Ms. **** and left a
  voicemail with my direct call back information. I also put a note on the
  account if she calls into customer service to transfer the call to me.
  I made several unsuccessful attempts to contact Ms. **** including
  today 6/14/2023. Our collections team also reviewed the account and determined
  the balance transfer was accurate due to Ms. **** added herself to her moms
  account on 3/16/2015 and due to Ms. *** being the person who called on 12/29/2022
  to reconnect service at *** *** ******.
  
  We made several attempts for a technician to come out and check
  the meter and to change the meter. These appointments were unsuccessful due to
  no access to inside of home either time technician went out. The meter is
  located inside the home.
  
  The final amount of the balance from *** *** ****** is $697. The
  balance was added to her active account at *** ****** **., making her balance
  $739.67. I am willing to set her account on payment arrangement due to this
  balance transfer.
  
  
  
  
  
  
  THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL
  CUSTOMER INFORMATION
  

• Initial Complaint

  Date:05/26/2023

  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.

  The gas meter was on the inside of the house and they moved it to the outside. There is a Ushaped pipe hanging in the living area of my basement and another little pipe hanging too. The previous owner had a wall built around it to hide the meter because it was in a living area in the basement. Since then I have had some work done to have the wall removed. I called H****36**37363432**H on May 10th to remove it. I have been calling them and they keep giving me a different day they are coming to do this. I called again and they said they sent it to the wrong department. To me, it was a stall tactic and all their resolutions are to send emails and no response. So, they are going to send it to another supervisor and they are making me wait all over again. There is no expediting and I told them I pay my bill every time in full and can&#**;t get them to do this service for me. My resolution it to remove or to cap off the pipe hanging down in my basement.

  

  Business Response

  Date: 06/12/2023

  Please see attached.Spire
  Community Services Department
  Better Business Bureau
  CASD Investigator: **************
   Customer Info:  Account ID:Complaint ID: ********
  ******** *******Rate: GH Residential
                                    ************* S__
                                    S__ L_____, M__ 6_____
  Comments:
  Ms. ********_ filed a complaint with the BBB stating she had been calling since May 10th to get Spire to come out to remove some gas pipes in her basement. Less than a year ago, Spire came out to Ms. ******** address and moved the meter from inside to the outside. She recently had foundation issues and removed a wall exposing the pipes which led to the inside meter. She believes the Spire technicians were lazy and did not remove the pipes like they should have. She has been told different dates and times, but work orders are being sent to the wrong departments. No one has come out to property yet. She wants the issue fixed.
  
  Upon receiving the complaint, I called Ms. ******** and advised we have received the complaint she filed with the BBB and are investigating.
  
  Account Details:
  
  On 05/11/2023, Ms. ******* called and ****** her gas meter was inside but was moved to the outside. Because the meter was moved outside, there is a U-shaped gas pipe that is taking up a lot of space in her basement and would like the pipe removed. She wanted to know if Spire could remove it. There was a closet that enclosed the U-shaped gas pipe, but it has been taken out and wants the gas pipe removed now. The representative wanted to know if a crew had moved the meter and Ms. ******* confirmed that it was. The representative says she is going to send a request to the Construction & Maintenance (C&M) Department to find out if they can remove the gas pipe and have them call the customer.
  oNOTE: The email should have been sent to the SAID Department because they take care of the service appointments. I have forwarded this information to ***************** for additional training.
  On 05/12/2023, Ms. ******* called and ****** she called yesterday regarding a U-shaped gas pipe that is hanging in her basement and needs it moved. She has not heard back from anyone. When the meter was moved outside, the U-shaped pipe was left in the basement, and it needs to be removed. The representative advised her that the previous representative had sent a request to have the gas pipe removed to the C&M Department to have them contact you. The ******* of that department will return their call in the order received but unfortunately, it does take time for a call back from the technicians/*******.
  oNOTE: The email should have been sent to the SAID Department because they take care of the     service appointments. I have forwarded this information to ***************** for additional training.
  On 05/15/2023, Ms. ********_ called and said she had some foundation issues and is trying to get some work done in her basement but needs the U-shaped gas pipe removed. She called a few days ago and was told she would get a call back from a ******* about getting the gas pipe removed.  The representative advised her that it does take time for a ******* to call her back since they return calls in the order received. It was also advised we cannot give her a specified time of when she will get a call back within 3-5 business days.
  On 05/19/2023, Ms. ******** called and put in a request to have the gas pipe removed in her basement. She has been waiting all week for a call back to get the pipes removed. The representative says she does see an open request for the removal of the U-shaped pipe. The representative says it can take up to **** business days for a call back. Ms. ******* wants to know how she can get this escalated and if she can speak to that person. It was also advised that because of the department that it is going to, the call back can take up **** business days. The technician will call her to set up a time to come out to remove the gas pipe from her home. She should hear something by 05/23/23. The rep ****** the request is still being worked on.  The representative gave Ms. ******** the case number of **************.
  On 05/22/2023, Ms. ******* called regarding Case #**************, she says she has been waiting for a callback from Spire to come out to remove the gas pipe from her basement. She is trying to get her basement finished but needs to get the U-shaped gas pipe removed to do this work. She wants to speak with a supervisor to get this escalated to get this pipe removed. The representative called to get a supervisor on the phone who said she can send another email to the C&M **** to advise them to call her right away. Ms. ******* was fine with that.
  oNOTE: The email should have been sent to the SAID Department because they take care of the service appointments. I have forwarded this information to ***************** for additional training.
  On 05/24/2023, Ms. ******* called regarding getting Case#************** and she gave that information to the representative. She said she has already had the closet removed from the pipe. She has been waiting on a call back since 05/11/23 and has not heard from Spire. The representative says he would try to get his manager to expedite the process. She said she is on the verge of filing a complaint with the BBB. She needs her wall put back but needs the pipe removed before that can be done. The representative said he would try to call her back regarding getting someone out to get this pipe removed since she has called several times in the last few weeks.
  On 05/25/2023, Ms. ******* called regarding Case#**************. It is about getting the gas pipe removed from her basement and she cannot get her wall repaired until the pipe is removed. She needs a callback regarding this removal. She believes that is ridiculous that she cannot get a call back from Spire. She is about to submit a complaint to the BBB since she cannot get the correct service from Spire. Ms. ******* says she was advised that someone would be reaching out to her today, but no one has called her. The representative confirmed that he also saw that information on the acct. The representative also stated that the information was sent to the wrong department. The customer ****** she must go into a meeting and wanted the representative to call her back. The representative said he would call her back later this afternoon, since he does not have a direct call back phone number.
  oNOTE: The representative did not call the customer back and I forwarded this information to ***************** for additional training.
  On 05/26/2023, Ms. ******** called regarding Case# ************** about the pipe removal. She has been calling since 05/11/23 and was told by the previous representative that the previous representatives had been reaching out to the wrong department. It is an open case but has not been assigned to anyone. She does not understand why no one has called back regarding getting this pipe removed.  She is ready to file a complaint with the BBB or another complaint department. She believes that someone can call someone verbally and get this issue expedited. She needs a wall put back up and the pipe needs to be removed to get that done. The representative said she would send the email out and get this expedited. 
  On 05/30/2023, Ms. ******** called regarding Case #**************.  She thinks that she saw a Spire technician come to her home, but he left. She thinks he went to the wrong address.  She has been waiting on them to come to her home. The representative said she does not see any appointments scheduled for today at her home. The representative said she sees this case is still open. She also advised that when a Spire technician is coming to address, they normally will call before arrival, but she does not see anything scheduled for her home yet. The technician will call her before to schedule the appointment before they come out and give a time frame before they come out. Ms. ******* says she has gotten misinformation since she has been trying to get a call back from Spire.
  On 05/30/2023, Ms. ******** called his case #**************. She has been given misinformation since she started calling 05/11/23. She needs a U-shaped gas pipe removed to get her wall put back up.  The contractor needs to complete the job by **** (he is having surgery in June). The representative called a supervisor to look at the account and explained that she needs to have the pipe removed. He sent another email to the SAID Department to get a call back to get that pipe removed. The supervisor explained that it does usually take **** business days for a call back from SAID to come out.  It is considered a service job which is why it would go to SAID. The representative advised the customer that a ******* will be calling her today to get a time frame for Spire to come out to remove that pipe. 
  On 05/31/2023, a Spire technician came out the address of ************************************************************************** and removed the U-shaped gas pipe per Ms. ******* request.
  On 05/31/2023, I called Ms. ******* and advised that we had received the complaint that she filed with the **** and the BBB and that we are investigating her concerns. Ms. ******* advised the technician was at her home at the time I was calling her.
  On 06/05/2023, I called Mr. ******** (technician) and inquired if the piping removal had been completed. He stated that he removed the piping and installed them behind the wall per Ms. ******** request. He said she was satisfied with the service job, and he left his phone number if she had anymore issues.
  
  On 06/09/2023, I spoke with Ms. ******** who confirmed that the Spire technician did remove the gas pipe from her meter. She also said that he did a wonderful job, and she submitted a complimentary letter on how well the service work was performed. She thanked me and hung up.
  
  THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION
  

  
  

   

   

  Customer Answer

  Date: 06/16/2023

  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,
  
  *******************