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

  407 Miracle Mile Lebanon, NH 03766-2637

• 

  Liberty

  116 N Main St Concord, NH 03301-4917

• 

  Liberty

  3372 State Rt 11, Suite G Malone, NY 12953

• 

  Liberty Utilities

  36 5th St Fall River, MA 02721-2846

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:07/19/2023

  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 moved into a rental house on 3/31/23 and started my Gas utilities with Liberty Gas Company. I have called numerous times and opened tickets regarding the fact that I have never received a bill in the mail. Back in May and just yesterday 7/19/23 I called again. I was supposed to have a manager call me back but still nothing. I am concerned as I don't have any bills, don't know what I owe, and cannot get anyone to assist me with this. This is very bad business. I need to have them reach out to me and get this resolved. Any assistance would be appreciated. Thanks in advance.

• Initial Complaint

  Date:07/05/2023

  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.

  My account # is ************ went online to pay my bill it said 0 balance due. This happen to me last year around this time. It said I had a credit so no payment is due. Don’t believe this to be true because when I kept inquiring about my bill, they would the system was updated, or we change your account #, and because for file for Bankruptcy. So when I did received a bill it was all most $1.000 dollars. Now again it happen no bill. They’re over charging people for gas. Something need to be done. This company is a ripe off. I need a bill each month I did not sign up for a paperless bill.

• Initial Complaint

  Date:06/16/2023

  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.

  *Document Attached*
  Consumer alleges her bill is not correct and they were overcharged

  Customer Answer

  Date: 06/16/2023

  Dear Sir, 

  I am presenting copied of the recent Liberty Gas Utility Bills and payment receipts. 

  The above information may help prove that my house gas bill is incorrect at $416.50 as of the present time.

  Sincerely, 

  Luella Nelson

   

• Initial Complaint

  Date:06/05/2023

  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.

  Beginning Sept 2022 Liberty Utilities issued a credit on my bill thru Jan 2023 leaving no balance due
  Then they sent me a bill for $490 due
  When I spoke to a rep I was told that a mistake was made by Liberty and the credit was placed on the wrong account and now I owe the $490
  I feel if Liberty made a mistake they are responsible for that mistake not the customer
  They are now sendings shut off notices and management is not returning my calls

• Initial Complaint

  Date:05/19/2023

  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 account number is ************. It has to do with the company not calling the customer. I have chat sessions with Liberty Reps going back to roughly may 9th. The chat reps say they cant call and someone will but they do not.
  
  Basically I changed to budget billing they told be an amount that was accurate once. I can no longer log onto liberty utility website to see my bill or pay my bill. I have been calling to get tech support for their website or info on what to pay.
  
  I have been doing this for so many days that I now want to be removed from electronic billing and pay with a check the old fashioned way. All lI wanted was someone to help me fix this issue. I do not want any further bologna about someone calling me back. I want my bills straight and I want my account straight and I am unsure of why I cannot have that. Always problems with Liberty Utilities.
  
  I would also like the corporate office phone number. I am sure you have it and would like them to know how much aggravation it is to deal with them. There is no reason I should be contacting your office over a stupid gas bill and fools that are answering chats/phones at liberty.

  Business Response

  Date: 05/25/2023

  Hello 

  it looks like the same day that we had this complaint the customer also received a phone call from the Manager of Customer Service and she was able to take care of all your concerns. 

  thank you

• Initial Complaint

  Date:05/11/2023

  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.

  Liberty Utilities is overcharging people in Columbus, Ga and they do not care. Since Feb 2023 I have been calling , inquiring about a high bill I received ($673.74) to be exact for one month of service. I feel this is outrageous because there is no other complaint in Columbus Ga to use which means we are stuck depending on Liberty Utilities even though we know and they know that they are not billing people properly. This is a trend because I have seen others post on the neighborhood page as well as on Facebook and other forms of social media about similar issues. When you do speak with someone they are rude and unhelpful. Basically they say it’s nothing they can do and again we are stuck with paying an outrageous bill. Columbus Ga needs another gas company that is relatable and affordable for its citizens. Liberty utilities should not be able to rip off hard working people like this.

  Business Response

  Date: 05/24/2023

  I reviewed this account and it appears that this has already been resolved. The customer was satisfied with the outcome.

• Initial Complaint

  Date:05/10/2023

  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.

  Liberty Utilities natural gas company appears to be overcharging my bank account for their natural gas services. The numbers appear way off according to my historical usage. Moreover, Liberty appears to double charging my bank account after previously taking a payment out of my bank account. For instance on my two most recent billings they processed a payment on 02/07/2023 of $95.51. On 03/03/2023 they processed a payment from my bank account of $129.59. My current bill is now said to be overdue with a balance of $239.34. This double billing appears to go back to the Fall of 2022.
  
  Liberty recently initiated a new system and new account numbers and since this change the numbers for my usage appear to deviate far from my normal usage.
  
  STATEMENT DATE DUE DATE BILLING DAYS CURRENT CHARGES AMOUNT DUE
  4/17/2023 5/8/2023 63 $239.34 $239.34
  2/9/2023 3/2/2023 27 $129.59 $129.59
  1/13/2023 2/6/2023 33 $95.51 $95.51
  12/12/2022 1/2/2023 31 $246.06 $246.06
  11/9/2022 11/30/2022 32 $44.09 $44.09
  10/12/2022 11/2/2022 27 $36.21 $36.21
  9/12/2022 10/3/2022 34 $38.01 $38.01
  8/10/2022 8/31/2022 26 $36.45 $36.45
  7/12/2022 8/2/2022 34 $44.32 $44.32
  6/9/2022 6/30/2022 29 $40.53 $40.53
  5/12/2022 6/2/2022 32 $42.25 $42.25

  Business Response

  Date: 05/25/2023

  Hello

  We did an extensive review of the account and found that the usage is not abnormal based on pervious years. We also reviewed all payments on the account and do not see any double payments being processed. If you can please send in documentation showing the double payments to my attention I can look into those. Please send documentation to **********************@libertyutilities.com attention Jennifer H*****

   

  thank you 

• Initial Complaint

  Date:04/17/2023

  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 am writing in regards to the way Liberty Utilities is billing me. I am a valued customer of Liberty Utilities and I have always paid my bill when I get it. In December of 2022, I received two bills from Liberty. The billing dates were 12-7-22 to 1-6-23 and was $20.97 and I paid it on 1-18-23. About a week after I paid that bill I received another one $30.49 for the same period of time. I deducted the difference in the bills and sent them another check on 1-31-23 for $9.52. I didn't receive a bill in January and I called Liberty and they said my balance was $0.00. I called several times and each person I spoke to said my balance was $0.00. In February I still had not received my January bill and I called again the 7th of February and they said my balance was $0.00.
  
  In February I also didn't receive my February bill. I called February 27th and they said my balance was $0.00. In March I called again on the 7th and they still said my balance was $0.00.
  
  I called them and told them that I couldn't understand why I wasn't receiving my bills and they said they were having trouble with their billing system, I said if you're having trouble why has all my friends received their bill and I didn't receive mine. I live at a Retirement Community for Senior Citizens and we have 108 Residents and everyone I talked to said they also received two bills in December and then they got their January and February bills but I didn't receive mine until March 21st and they now say I owe $56.83. They sent me two bills again the first one was for $35.14 and this bill was for 1-7-23 - 2-2-23 yet when I called every time in January and February they said my balance was $0.00 I also called March 7th and they said my balance was $0.00 the second Bill says I owe $56.83 and it is dated from 2-3-23 - 3-6-23. This includes the $35.14 and also $21.69.
  
  I know I didn't use $35.14 of gas in January for when I get two bills in December I turned my heat off. I know that $56.83 doesn't seem much for some people but I am on extremely low income and it is hard paying two months bill at one time. I don't mind paying my bills when I owe them but I don't like being lied to saying that my balance is $0.00 and then them sending me two months bills. They said they would send someone out to check my meter but I haven't heard from them. They don't need our meter all the time, they estimate them.

  Business Response

  Date: 05/25/2023

  Hello

  We found that this account was not getting the appropriate senior discount. because of this we reversed the bill for $35.14 and $25.69. We also did have a delay in billing making it so that on 4/25 you received 3 months of bills all being billed at the correct amount and with the correct senior discount. It was because of that delay in billing of your account that made it so when you called in you were advised that there was a $0.00 balance.

  if you have any further questions please call into customer service.

  thank you 

• Initial Complaint

  Date:04/07/2023

  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.

  I’m moving and cannot schedule my gas to be shut off and put into the owners name. No one answered when I call and I tried the Liberty site but that had a error message. What is your customer supposed to do!???

  Business Response

  Date: 04/07/2023

  Hello\

   

  We were able to reach out to the customer and issue the move out for her.

  Customer Answer

  Date: 04/10/2023

  
  
  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. I called and was able to connect with an agent. It was a very pleasant interaction. 
  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:03/22/2023

  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 am seeking the agencies assistance in resolving an plus four month ongoing issue I have had with obtaining proper billing for my natural gas service from Liberty Utilities.
  
  In December, I noticed they the monthly gas bill was minimal for two months, around $15-$17. My house mate and I assumed that each other had paid the bill and there was a an account credit.
  
  I called Liberty in late December or early January 2023, and the agent to whom I spoke stated that my account was never switched over from the old account system and I would need to have my gas meter replaced. She also stated that I would recieve a call to schedule the meter repalcement (and I "would not need to be home", which seemes illogical).
  
  Ten days later, I received no call and the agent I spoke to at that time said the agent from the previous call never followed up and no agent was taken, but they would send soemone out to check the meter. I mentioned my concern about mounting gas billd during a New England winter.
  
  I called back approximately ten days later again and spoke to an agent, Steve.
  I aslked for a supervisor/manager as this issue is moutning. Steve assured me I did not need supervisory assistance and he would help resolve my issue. This was in late February 2023.
  
  I received a voice mail from Steve stating that the process was started for paperwork to replace the meter and I would get a call in a few days. No call was received. I called Liberty again at 800-833-4200, as the agent mentioned Steve's notes and said he would call me.
  
  On 3/6/2023 I recived a voice mail from Steve that paperwork was still in progress and they are waiting to "dot the Is and cross the Ts" (sic). Below the signature is a transcript of Steve's call on 3/6/2023.
  
  I still have no resolution and concern that I will be presented with an large gas bill when this is resolved. I have made good faith efforts to communicate with Liberty Utilities and they have done nothing for me in opver four months.

  Business Response

  Date: 03/22/2023

  Hello

  I do see that we did contact you on 3/21 and scheduled the meter exchange.

   

  thank you

  Customer Answer

  Date: 03/22/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: The curt response received is insufficent. I would also like to know how the billing is going to be resolved and why this process took four months to resolve.  I wish to speak to someone in management at Liberty regarding this issue
  
  
  
  Sincerely,
  
  
  
  ********* ***********