Complaints

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

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• 

  Liberty

  15 Buttrick Rd Londonderry, NH 03053-3305

• 

  Liberty Utilities

  36 5th St Fall River, MA 02721-2846

• 

  Liberty Utilities

  PO Box 911 Fall River, MA 02722-0911

• 

  Liberty

  33 Stearns St Ste 1 Massena, NY 13662

• 

  Liberty

  PO Box 270 Massena, NY 13662

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:09/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In the 13 months I lived in an apartment in *********************************** has attempted to bill me for thousands of dollars' worth of electricity despite not being able to provide statements for more than half of the months I occupied the space. I've spent countless hours trying to explain to their customer service representatives this amount of electric use is unreasonable and specifically requested statements or meter readings for all of the months I lived here. Liberty has failed to fulfill either of these requests. Liberty also wouldn't relieve the debt despite not being able to explain the claimed excessive use or provide statements/meter reads. Despite having 'credited' my account $427.42 and paying them $727.77, they still claimed I owed them $644.13 which was eventually sent to a debt collector while I was attempting to resolve this with the New *************************************************** I also attempted to seek legal services to resolve this but the amount being disputed was not enough for a private legal service to pursue.

  Business Response

  Date: 09/16/2024

  Hello

   

  The customer has brought this complaint to us in the past as well as the ************* Public Utilities Commission. We have answered all of his questions and confirmed the accuracy of the balance owed. As well as provided an analysis of the breakdown of charges on his account. If the customer has any other questions please feel free to reach out to our customer service department.

• Initial Complaint

  Date:06/27/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  January, I paid my bill, attempted to pay in February and March and had credit on my account and did not need to pay. When I received an email (paperless statements) to pay ****** my bill was $498.11. This amount is almost impossible because of the service being Natural gas and no usage had changed. I contacted them MULTIPLE times for explanation, and no one would answer my questions. Finally, I talked to someone, and she had stated they had noticed the Meter on my home was not reading correctly and they charged me for the previous months for the usage. I questioned why I was never notified of this, why I never received a breakdown of the bill, and why there was never anyone there to fix the issue with notice. I was told I would receive something in the mail showing the information and giving me a breakdown of what happened, was also told me account was "Frozen" and had until October to pay. On May 28th, they sent me a bill of $570.86 with absolutely no explanation, no proof that I had until October, nothing. I reached out again, someone said they would send me something. As of June 27th, I still have yet to receive something. I am a single mom; I do not have the extra money to send out to them for the payment of $570. Not only did they not help me through this but a few of the people I have spoken to have been extremely rude and speak down to me. I asked how they could know what to charge me if the meter was not working, and that is why I wanted the breakdown and explanation. Nothing has been done in months and I would like the billing to be waived and "start fresh"

  Customer Answer

  Date: 07/17/2024

  WARNING: This email originated externally. Exercise caution. Think before clicking links or opening attachments.
  
  
  
  ---------- Forwarded message ---------
  From: ******************************* <************************>
  Date: Thu, Jul 11, 2024 at 8:55?PM
  Subject: Re: LIBERTY GAS ACCOUNT- ACTION REQUIRED
  To: ***************************** <********************************************************>
  
  Are you kidding me? I have been trying to contact SOMEONE about this.Calling. Messaging emailing. Everything. 
  
  NO ONE has contacted me to let me know what happened and why it increased so much.I called and finally got someone to let me know that its because my meter isnt reading correctly okay. WHERES THE ******* I have been told countless times someone will send me proof of charges. How does one tell me its broke and not reading correctly, but charge me cause its what you estimate we used?! 
  
  I was told I had until OCTOBER to pay this. Asked for proof of all the charges.Statement stating that I was charged incorrectly due to a meter that was not working properly. And nothing has been sent. 
  
  A complaint to the BBB has been submitted. 
  
  
  On Thu, Jul 11, 2024 at 11:22?AM ***************************** <********************************************************>wrote:
  
  Good afternoon,
  I am reaching out regarding your gas service with Liberty. It is very important that I speak with you to avoid any interruption of service.
  Please reply back via email or you can contact me at ************.
  
  Kind Regards,
  *******
  Specialist I, Collections  
  ************ or **************
  Local and responsive. We care.
  Special advisement
  Please be advised that your email address has been added to your utility account in an effort to better assist you in the future.  Should you wish to have your email address removed, please respond to this email with a request for removal.
  Confidentiality Notice
  The information contained in this e-mail and all attachments may contain privileged or confidential information. If you are not the intended recipient or received this communication by error, please notify the sender and delete the message and all attachments from your system without copying or disclosing it.
  
  
  ******* | Collections Specialist
  Liberty Energy and Water
  ******************************************
  P: ************| E: ******************************************
  
  
  This message and any attachments contain confidential information and are solely for the intended recipient. If you are not the intended recipient, any dissemination, review, disclosure, forwarding, distribution, copying or reliance on the contents of this message is strictly prohibited. Please notify the sender immediately by email if you have received this message in error and delete this message immediately from your system.

• Initial Complaint

  Date:04/29/2024

  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.

  When I first moved into my apartment, the leasing office told me to contact Liberty Utilities. Liberty Utilities came out to my apartment and told me there was no gas hookup. I thought that was it. However, they started charging me $20 each month. Im not going to pay for a service Im not getting. I tried calling. The agent hung up on me, I tried to go in person. The office is closed to the public. I wrote a letter. Finally the local office called me and told me they would reverse the charges. I am still getting charged 3 months later. I dont want this to damage my credit.

  Business Response

  Date: 05/09/2024

  Hello

  I have confirmed that the account has been closed and currently shows a $0.00 balance.

  Customer Answer

  Date: 05/10/2024

   
  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.
  

  However, this is contingent that they stop sending us mail claiming that we owe them money.  Theyve told us this before.  We just received a disconnect notice from them and Im concerned about them sending it to collections.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/22/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 to this address in May 2022 . That year around thanksgiving there was a community water problem lasting through Christmas, Leaving our neighborhood without running water. It was resolved by a new company taking over called Liberty or liberty utilities. I receive bills at the house, however, when I used bill pay to pay, the money came out of the bank, but the company has no proof of that, so my bill continues to climb with no official address to plug into my bill pay~ which I use to pay all of my bills. I have made several calls for over one year and each person says the same thing- we don't have you in our system, there is no such account number, and we have no idea what to tell you. Please advise as this is bad business, and I pay all of my bills on time, and want this addressed once and for all. I do not have the time to keep calling this company and getting nowhere. The former private company had no trouble with my bill paying method. I need a corrected account number, a corrected name and location so that I may add this to my bill pay monthly, I need this entire 2 year plus problem resolved. Are they an actual company. Do I need to set up an account with them as this was an acquired company for them? Do they even officially service this area? Respectfully, ****************

• Initial Complaint

  Date:02/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our service was disconnected at our residence this morning 2/9/24. Myself and my spouse contacted Liberty Utilities this morning to get the problem resolved. After going back and forth with the representative, we were told they had record of us calling in to establish service on 12/5/23 as well as paying $215.00 to so. We found out that our service was never actually started and they told us the refunded the deposit back and that we had a credit on file. When we asked them to come out and connect our service since it was never initially done, we were told they couldn't send someone out until Monday 2/12/24 to connect service. Me and my spouse found that greatly unacceptable to have to go an entire weekend without gas service, which includes hot water. We then requested to speak to a supervisor in hopes of getting the issue expedited. The supervisor told us that same day service was limited to emergencies only, and that this didn't classify as one despite not having any necessary service that requires gas including hot water. The supervisor (******) was very disrespectful in regards to our issues and made effort to get the issue expedited, depite having the clear need of service. Me and my spouse feel extremely insulted that no attempt was made to getting our issue resolved and having to wait an entire weekend to get service established when they clearly have staff to handle emergency situations. We would like help in getting this matter resolved in a timely manner. Our account number with the company is ************ and our home address is:****************************************************************

  Business Response

  Date: 04/02/2024

  Per our policy at Liberty Utilities, same day services are reserved for Emergencies only examples are Medical/senior accounts or below freezing weather. None of these applied that the time. The Representative that the customer spoke with was correct. I have looked over the account and the money that the customer paid has been applied to her deposit and connection fee. The customer will be receiving her first bill in the mail shortly. 

• Initial Complaint

  Date:12/18/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 went on an economy plan and they have consistently charged me more for the year when I was on the plan. The amount dropped drastically for the same usage after I had to call and asked to be taken off the plan.

  Business Response

  Date: 12/28/2023

  It appears that you signed up for an Equal Payment Plan in March, we have reviewed the usage and it is consistent with previous years. As advised in May, we suggested you contact an electrician regarding your usage being higher than you expect it to be. There were also changes made to your account since you signed up for a third party supplier. The account appears to be correct based on previous usage.

   

   

  Customer Answer

  Date: 12/28/2023

  
  
  Complaint: ******17
  
  
  
  I do not accept the business's response as a resolution to my complaint because: The usage did not change between two years and the amount just went up after signing up for the plan. A consistent amount of $1300 was added to each month's statement and then the balance calculated. Any explanation provided did not help to resolve the over payment.
  
  
  
  Sincerely,
  
  
  
  ****** *********

  Customer Answer

  Date: 12/28/2023

  Here is the usage and dollars billed for two years. The usage per month is the same and the dollar value just shot up this year. An example is the Aug bill from this year - each bill has a dollar amount of $1370 is added which I think is in error and that needs to be refunded back to me.

  Business Response

  Date: 01/18/2024

  Hello

  I have reviewed the account and your usage is consistent with years prior. It looks like we did explain this to you in previous calls and also advised to seek assistance from an electrician if you felt your property was generating to much electricity. We did correct some of the bills on the account after you joining a Third Party Supplier however, your bills and usage continue to be consistent with previous years.

   

  Thank You

  Jennifer H*****

  Customer Answer

  Date: 01/20/2024

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: I do not know if the overcharging from the economy plan was adjusted and how it was done. I want to know what the adjustment was and  I want a detailed breakdown of it.
  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:12/06/2023

  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.

  Since I have moved into my apartment in January, my billing has been incorrect and I have been paying the incorrect meter. The meter I was paying is my neighbors. My neighbors never received any bills. I began the proccess of trying to figure out what was going on with Liberty and the faulty bills since June, and it wasn't resolved until September. They would tell me someone would come out to fix it, never happened. My neighbors and I put in at least 20 calls to them during that time period, all assuring us it would be fixed, but never was. When they finally did send someone out in September and the problem was fixed, all of the sudden I receive a massive bill for all of the money I owe Liberty, $800-$900. The amount I had paid was credited back to my account with the correct meter number. Still-800?! When I called Liberty to see why that amount was so high, they explained that the bulk of it was from a meter deposit fee, $400-$500. They told me I would be waived this fee if I signed up for automatic payments, so I did sign up for automatic payments. The fee never went away so I inquired with them one day. One call to them they told me they don't have a record of it, try again another day. I call again. Now I am told ineligible for the deposit fee to be waived because it wasn't done within the first 30 days of me opening the account. Not only does this utility company have extremely terrible service, but it took them 9 months to resolve a minor issue. Because of this, my neighbors and I have had to figure out how to fork up so much money that all of the sudden has been billed to us. I have spent almost 3k since moving in January to Liberty Electric, and I want my deposit fee waived at the very least, as it was promised to me by customer service. I am seeking a billing adjustment to waive the meter deposit.

  Business Response

  Date: 12/18/2023

  Hello

  I have reviewed your complaint and do see that the billing issues surrounding the meters has been resolved. I have waived your deposit, however, please keep in mind that per PUC 1203.3 if you receive 4 or more disconnection notices in a 12 month period you will be reassessed a deposit. 

   

  Thank you

  Customer Answer

  Date: 12/19/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20******* and find that this resolution is satisfactory to me.

  However, I would like some clarity on whether this fee is reimbursed to me or how we proceed from here.

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

  Business Response

  Date: 12/20/2023

  Your account currently has a credit on it, if you wish to have a refund check issued for the credit amount please call into customer service to request. The toll free number is 800-375-7413.

• Initial Complaint

  Date:11/22/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 June 2022, I enrolled in the Liberty Utilities levelized budget plan, paperless statements and autopayment. During the plan enrollment process, I confirmed and understood the method used to calculate the budget billing process and monthly payment fluctuations. However, receipt of monthly statements and payment deductions abruptly stopped after the April 2023 billing. I only became aware of the situation when I received a large September 2023 bill. I attempted to download all statements generated during the enrolled budget period to verify the amount owed was accurate. I was unable to access/download three (3) statement generated between June 11, 2022 through September 12, 2022. My first contact with Liberty regarding the issue was September 5th through the customer portal. I received no reply and followed-up through the customer support line. A ticket was generated for the request and subsequent inquiries go unanswered. After eight (8) weeks, still no invoice copies. My three (3) requests to speak to a supervisor go unanswered. The local walk-in office for NH is an hour away. I would go if I thought there would be any possible resolution. I have since withdrawn from the budget program, paperless statements and autopayment. I am not disputing I owed for services but Liberty Utilities is not provide the required information to verify and at this point I have no trust in the accuracy of their accounting practice. Any assistance to resolve is appreciated.

• Initial Complaint

  Date:11/20/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 UNFORTUNATELY HAVE LIBERTY GAS. IT USUSLLY ABOUT 75 DOLLARS A MONTH. GOT A BILL FOR 1300 DOLLARS. SAY I HAVENT PAID. THATS A LIE FOUND OUT THEY CLOSED MY ACCOUNT OPENED A NEW ONE WITHOUT INFORMING ME. A MANAGER SAID IT WAS A MISTAKE THEY WOULD BILL FOR THE LAST THREE MONTS ONLY!THEY HAVENT CHANGED IT YET THATS BEEN 5 MONTHS AGO CALLED TO SPEAK TO SUPERVISOR AGAIN SAID THEY WOULD CALL BACK NEVER DID I HATE LIBERTY WISH I HAD ANOTHER CHOICE.THEY DONT READ THE METERS

• Initial Complaint

  Date:11/06/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Inhumane company putting myself and my, employees and business at risk!! Filled out a commercial application in 2021 for gas service to be transferred into my new SMALL businesses name. Received confirmation that my application was completed. 2 YEARS LATER I received a notice on my door to contact Liberty, spent a day redoing the application & another day tracking down an IRS tax document for them all of which they had from 2021. Find out today my gas has been shut off which means I do not have heat because they are still looking for paperwork. I did not receive a single phone call, the customer service representative said "we don't call people". Completely unethical to do to people, this needs to be rectified and something should be done for all the stress it has caused. My business is freezing and they have had all the information needed for 2 years.