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Business Profile

Electric Companies

Liberty

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Companies.

Complaints

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

Find a Location

Liberty has 13 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • 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

      130 Main St Salem, NH 03079-2902

    Customer Complaints Summary

    • 66 total complaints in the last 3 years.
    • 12 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/14/2023

      Type:Billing Issues
      Status:
      Resolved
      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've been charged twice a month since January 2023. This equals almost an $800 overcharge. I now find out this is happening to others. If you have autopay they are overcharging. I want a check with the difference. I do not want it credited to my account.

      This company needs to be investigated by the Attorney General's office

      Business Response

      Date: 03/14/2023

      I have reviewed the account and I am not seeing any past inquires on your account. Upon investigation of your account I am not seeing any duplicated payments, could you please send me directly the bank statements showing proof of payment for this.

       

      thank you and I look forward to hearing from you

      ***************@libertyutilities.com or *****************@libertyutilities.com

      Customer Answer

      Date: 03/16/2023



      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,



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

    • Initial Complaint

      Date:03/06/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Date of Transaction: February 24, 2023
      The Amount Paid: $2,400

      Liberty was committed to provide me for their services by occupying land $2,400 a year.
      This business refused to pay on February 24, 2023.

      Business Response

      Date: 03/16/2023

      as the customer has been made aware the contract had ended and all equipment was removed from the property.

      Customer Answer

      Date: 03/28/2023



      Complaint: ********



      I do not accept the business's response as a resolution to my complaint because: I reject company response, owes $2400



      Sincerely,



      ******* ****

      Business Response

      Date: 03/30/2023

      Hello

      I have reviewed the response, our answer remains the same, our equipment is no
      longer on the property and the contract ended 12/31/2022, therefore no
      contractual payment is due.

      thank you

      Customer Answer

      Date: 03/30/2023



      Complaint: ********



      I do not accept the business's response as a resolution to my complaint because: The consumer did not indicate to BBB as to why the did not accept the business's response to their complaint.



      Sincerely,



      ******* ****

    • Initial Complaint

      Date:02/10/2023

      Type:Product Issues
      Status:
      Answered
      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 bill was more than double the usage trend. they need to issue a credit and its taking months.

      Business Response

      Date: 02/21/2023

      Hello

      We have reviewed the complaint and determined that the usage while higher than last year is not excessive. We have sent a technician out who confirmed there were no leaks and the meter was reading correctly. At this time there is no refund due to the customer. 

      thank you

      Customer Answer

      Date: 02/21/2023



      Complaint: ********



      I do not accept the business's response as a resolution to my complaint because: The bill is more than double since the swith from america water to liberty and they dont see that the histroical trend does not match this more than double spike. 



      Sincerely,



      ***** ****

    • Initial Complaint

      Date:02/09/2023

      Type:Billing Issues
      Status:
      Resolved
      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 business has in no way tried to make this right or even bothered responding to emails. I paid 165 (100 was previously paid via another money order on a total of 265 bill) towards our gas bill via money order and the company providing the money order says that is was cashed by Liberty. They failed to respond before the due date and I did not want our payment to be late so i paid the remaining online. I provided the company with the money order number and date is was cashed by their company. Their customer service has been sufficient in every possible way.

      Business Response

      Date: 02/13/2023

      Hello

      Payments have been applied to the account and contact was attempted. Please call in if you have any further questions.

       

      thank you

      Customer Answer

      Date: 02/14/2023



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      A gentleman by the name of John helped me on the same afternoon after I initially filed the complaint. 



      Sincerely,



      ***** *****

    • Initial Complaint

      Date:01/23/2023

      Type:Billing Issues
      Status:
      Resolved
      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 Wife called to disconnect service and customer service hung up on her multiple times to notify company home on was sold and reps where mean and disconnect calls . Then my wife conference me on the line and call was disconnected mid way.. So I call back & spoke to a rep requested to disconnect service and proved my forwarding address. Now im still getting bills for the new home owners because liberty saying they have no records of my calls and i made calls from 3 different lines 2 personal numbers, work# . I got all official documents and even when they look at new homeowner closing document they will see they property is no longer mines and I just dont understand why it was not disconnected the shut off ban was lifted 2021 ...I will like for liberty to bill this to the correct person

      Business Response

      Date: 01/23/2023

      Hello

      I have reached out to the customer and addressed his concerns. 

      Customer Answer

      Date: 02/16/2023

      BBB spoke with this consumer who has indicated that this complaint has been resolved to their satisfaction.

    • Initial Complaint

      Date:01/18/2023

      Type:Billing Issues
      Status:
      Resolved
      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 getting bills from Liberty Utilities New York
      ** *** ***** ******** ** ********** 
      I have been trying to make a payment over a month with their garbage website but the payment does not go through. I can't even make a new account. I get errors saying my account already exist but no login works. I can't even retrieve my account details. Before when this was with AM Water, it worked perfectly. Liberty Utilities is garbage and I wanted to point that out and want any late fees refunded ASAP. Fix your amateur website please. Hire real professionals if you plan on staying in business.

      Business Response

      Date: 01/19/2023

      Hello

      We have contacted the customer and confirmed all his issues are resolved. We also confirmed no additional fees or penalties have been applied to the account.

      Customer Answer

      Date: 02/16/2023

      BBB spoke with this consumer who has confirmed that this complaint has been resolved to their satisfaction. 

    • Initial Complaint

      Date:01/17/2023

      Type:Billing Issues
      Status:
      Resolved
      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 a customer of liberty utilities for about seven years. I always paid my bill via check and mailed it because it was cheaper than paying the fee to pay online. Last year, I started receiving my bills on or after the due date, so I was getting charged a late fee. I called and had it switched to auto pay, which I did not want to do because it could be a very expensive bill, but it was the only way to ensure that I did not get charged a late fee. Now they are automatically debiting from my checking account without sending me an email notifying me of the amount/when it will be deducted from my account. I also go online to look at my bill to be sure I am being charged correctly and it says there is no bill to view. So I have no warning of being charged the amount and I have no way of viewing a bill to be sure I am being charged correctly unless I make a reminder to myself to call them and request a bill. This must be some sort of violation of a law or regulation. My friend that lives near me has the same issue.

      Business Response

      Date: 02/13/2023

      Hello

      Contact was made with the customer and the issue has been resolved.

      Customer Answer

      Date: 02/14/2023



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



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

    • Initial Complaint

      Date:01/17/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      Today is 01/14/22 and I just received a bill from Liberty, the problem? I received a bill last week as well. Last weeks bill indicated I had a credit of fifty two dollars, this new bill states I owe 83.39. Online it states my gas usage is up 101 percent more than last months, I had over paid before and now it is sounding like some one made an error, really tired of this, they need to hire people that can actually read a meter..

      Business Response

      Date: 01/17/2023

      Hello

      We have reached out to the customer and are awaiting response. 

      Customer Answer

      Date: 01/17/2023



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      **** ****

    • Initial Complaint

      Date:01/16/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Starting on 1/3/23 I noticed that my gas bill witch is auto drafted out of my bank acct. was 187% higher than normal. Per my acct it still appeared that 0 therms have been used. I called up Liberty Utilities (LU) to find out why my bill was so much. They did not have an answer other than I have used 28 therms, but would send someone out on 1/4/23 to reread my meter and to call back on fri 1/6/23.I informed them then that I currently have no appliances that are using gas and am not currently using gas. Called back to find out the results only to find out they never showed. Appt rescheduled for 1/9/23 and to call back 1/10/23 to find out again. Called tuesday for them to show that there was movement in the meter, again I told them I currently have no appliances using gas please look at the history. History shows I have had 0 therms used since April of 2021. They then set an appt for a further inspection set today 1/16/23, was told they could not set a time for when they may be here so have waited all day with no phone call and noone showing up. Tried to call at 4:58pm to find out their offices have been closed for the holiday. I have repeatedly told them every conversation that I have concerns with a gas explosion if they are insisting on have used that much gas with nothing in my house currently using gas. They have not seemed concerned in the least, 2 appts they never showed for, no call backs, and so far no further investigations.

      Business Response

      Date: 02/13/2023

      Hello

      Liberty did send a tech out to the location and found that the meter is running properly. At this time we have confirmed the billing to be accurate based on that informaion.

    • Initial Complaint

      Date:01/03/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      Over the past two weeks I have made multiple calls to Liberty trying to get a bill. I’m missing bills from November and December. The customer service staff is very unprofessional. The first few phones calls they insisted I was the only one with this issue. I found out this is a Liberty issue. I’ve spoken to two supervisors who assured me they would call me back with a resolution. To date I’ve not received a phone call or a bill.

      Business Response

      Date: 01/27/2023

      Hello

      we have reached out to the customer and sent her the requested bills.

      Customer Answer

      Date: 02/22/2023

      BBB spoke to this consumer who indicated that this complaint has been resolved to their satisfaction. 

    Liberty is NOT a BBB Accredited Business.

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