Complaints

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

close

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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:12/21/2022

  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.

  On 9/15/2022 I sold my house on ** ******** ** ********** ** *****. I contacted all Utilities and canceled. No issue with any of them except Liberty Utilities. I received bills up until last week from them. They state the account was never canceled-which it is impossible to prove my husband and I called. I told them I can send a copy of the closing stmt from the house. The rep said it is between me and the new owners. I did not live in the house nor own the house where the gas was used. I didn't request any service from Liberty Utilities. i don't think they should hold me responsible when someone there dropped the ball. My acct # was ************. It's common sense, if I sold the home I didn't use or request the gas. It's just not right.
  Thank you
  **** **** *******

  Business Response

  Date: 12/21/2022

  Liberty Utilities has corrected your bill you should see a revised copy in the next couple days. 

  Customer Answer

  Date: 01/05/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: I have not received a copy of my revised bill yet. 
  
  
  
  Sincerely,
  
  
  
  **** **** *******

  Business Response

  Date: 01/18/2023

  Hello 

  We have reviewed the account and made any necessary updates.

  Customer Answer

  Date: 02/16/2023

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

• Initial Complaint

  Date:10/18/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold my Columbus house (**** ******** ****** ******** ** *****) in June 2022. At that time, I had Liberty Utilities providing natural gas services to the residence. I cut the service off the day the house was sold which was June 15, 2022. When my Liberty Utilities account closed, I had a credit balance of 155.46 which was to be mailed back to me in the form of a check to *** ******* ***** ******** ** *****. When the check did not come in the mail, I called Liberty on 09/06/22 and talked to Rhonda who stated that the check was processed on 08/15/22 and I should be receiving it within 4-6 weeks. I called again on 09/19/22 and spoke to Harmony who stated that the check was processed on 09/13/22 and that I should be receiving it within 7-10 business days. I called again on 10/5/22 and talked to Kanisha who stated the check was processed on 09/13/22 and that the check was mailed on 09/20/22. As of 10/16/22 I have not received the check for my credit balance of $155.46 from Liberty Utilities. My account number with Liberty Utilities is ************. Please let me know if you need anything else. My number is ###-###-####. ***** *****.

  Business Response

  Date: 10/21/2022

  Hello

   

  I have reviewed the complaint, we reissued the refund check on 10/21/22. it will be mailed to you no later than 10/24/2022.

   

  thank you

  Customer Answer

  Date: 11/01/2022

  
  
  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:10/11/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am leasing a new apartment in Nashua NH and I have to open a Liberty Utilities account for Gas in order to move on to the place. However I am being stonewalled by Liberty in every way. I used the website, and everytime I go to type in the address for the start service, it deletes what I just typed. The app does the same thing. I called the customer care number and was brought to a Georgia location, where they rerouted me to a New Hampshire location, but surprise surprise it was still the Georgia location.
  And that was after waiting for 70 minutes on hold. Embarrassing, this company is genuinely terrible at providing service. I just want to open an account for Gas utility so my landlord can give me my keys. Why is it so hard to start service with Liberty? Please fix this, as unfortunately Liberty is my only option to use for this apt company. My phone number is ************ and my email is ********@gmail.com. Contact me day or night, I literally want to give this company money for service. This should be FAR easier.

  Business Response

  Date: 10/21/2022

  Customer was contacted on 10/13 and moved into location. 

  Customer Answer

  Date: 10/24/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18185835, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:09/29/2022

  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.

  St. Lawrence gas, the only natural gas provider in my area, has sent a astronomical bill. I am on a budget plan, to avoid large bills as was suggested by the company. I just received a bill for $576. Which is approximately $400 more than my average monthly bill. They explained that it was due to the rising cost in gas prices. The whole point of going on a budget per their suggestion, was to avoid any major Bill hike. I find it unacceptable that they can send me a bill for almost $600 and expect it to be paid Comma after being told to go on a budget to avoid a situation exactly like this.

  Business Response

  Date: 11/02/2022

  We are writing you this letter in response to
  complaint ID # ******** that was submitted on 9/9/2022. Within the complaint we
  understand that this customer is disappointed in their budget bill out. We understand and sympathize with the customer regarding the
  financial burden when not expecting a bill such as this. Since receiving the
  complaint our local billing team worked diligently to determine if there were
  any issues or discrepancies in the customer’s account. It has since been
  confirmed that the budget bill out amount is accurate and there are no billing
  issues on the account. 

  Customer Answer

  Date: 11/03/2022

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: while the bill may be “accurate” the point of signing up for a budgeted plan is to avoid large bills. The company should be required to monitor usage throughout the year and adjust accordingly. Waiting until the end of the year and sending one massive bill is unreasonable. Again, being on a budget is to avoid exactly what happened here. The whole reason I got on a budget plan was because the company suggested it to avoid “any surprise bills”.  While I understand that gas prices have risen significantly, the fact that usage and billing isn’t monitored and adjusted throughout the course of the year is asinine. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:08/15/2022

  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 called over a month ago to get a seasonal shut off so that I don’t have to pay anything for months as I do not use gas for anything but my heat. When I called today to question why I have a bill they told me my seasonal shut off was canceled!!!! I did not cancel it. I am furious. Crooks trying to get an extra $15 out of me each month.

  Business Response

  Date: 08/15/2022

  Good afternoon ********,

  We have looked into your complaint and we do see that the services were requested to be turned off 7/13/2022. I do see the order was cancelled but further investigation did not produce any findings as to why the request was cancelled. For that we are truly sorry. We are removing any charges  7/13/2022 date to current. When you are ready to turn the gas back for the heating season, please give us a call at ************** with 24 hours notice for scheduling. Someone over the age of 18 will need to be present to relight your appliance. You will receive an updated Final Bill in the mail showing the credit back for the charges 7/13/2022 to current. We apologize for the inconvenience this has caused. 

  Please let me know if there is anything else I can do to assist. 

  Thank you,

  Brittany S******

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

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

  Customer Answer

  Date: 08/17/2022

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: I have yet to receive a refund of any kind mentioned in their response. 
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 08/18/2022

  Good morning ********, 

  A refund check has been issued in the amount of $10.78 to your mailing address on file. 

  Please let me know if there is anything else we can do. 

  Thank you,

  Brittany S******

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

  Customer Answer

  Date: 08/25/2022

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: I was charged more than $10 when my gas was to be shut off. You canceled my seasonal shut off so that you can get money out of me! You thought I wouldn’t do anything about it.
  
  I was charged over $35 after I was to be shut off. See attachment.
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 09/06/2022

  Good afternoon Ms. *****

  I reviewed your response and do not see an attachment included. I did review your account and see that the billing was corrected and the final bill was issued through 7/13/2022, the original date that you requested. It looks like you did pay the final bill and an additional credit was issued to you. Regarding the $35 charge you mentioned I do not see that on the account.  Please reach out with any relevant information or if you would like to discuss further.