Reviews

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

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Liberty has 13 locations, listed below.

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  Liberty

  15 Buttrick Rd Londonderry, NH 03053-3305

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  Liberty Utilities

  36 5th St Fall River, MA 02721-2846

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  Liberty Utilities

  PO Box 911 Fall River, MA 02722-0911

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  Liberty

  33 Stearns St Ste 1 Massena, NY 13662

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  Liberty

  PO Box 270 Massena, NY 13662

Review Details

• Review fromGary P.

  Date: 10/03/2022

  1 star
  With Liberty Utilities going to their new "My Account" setup, I now have to pay a $1.75 "convenience fee" to pay my bill every month from my checking account. None of my other utilities or credit cards charge me a convenience fee to pay my bill!

• Review fromEmily D

  Date: 08/19/2022

  1 star

  Emily D

  Date: 08/19/2022

  Liberty Utilities is terrible! If there were anyone else who provided natural gas in my area I'd switch in a heartbeat! I had an issue with my billing where automatic payments weren't being processed. I never got any notices, no warnings, until a disconnection notice showed up on the neighbor's door with my name on it (which is where all the paper notices were being sent, I later found out).
  I called them immediately (after being on hold for an hour) and was told that there was a setting on their end to let statements go through to autopay that had been switched off. Also, they didn't have any email or phone number associated with the account, (even though I've gotten payment confirmation emails from them in the past) so that's why I didn't receive any notices or warnings. I tried to be understanding, settled the bill while on the phone with them, then had to call back the next morning because that representative never actually put me in to get reconnected.
  The next day I was told I could only make an all day appointment and the tech would show up anytime between 7am-5pm and would give me a call 15 minutes before. No there was no way to narrow that down, so there goes another day completely wasted dealing with this idiocy. When I expressed my dissatisfaction, I was asked if I'd like a call back. A call back why? To waste more of my time? I asked if they could wave the late fees at the very least and was told they'd put a note in my account but nothing was guaranteed.
  I just can't believe what an insane hassle this has been, all because of settings on their end being screwed up and their horrible communication with customers. And they're not even apologetic about it or doing anything to make it any more tolerable (like giving me an actual time for the tech to come). I just hope he shows up, but considering it's already 12:30 I'm starting to doubt it but I really don't want to call them and be stuck on hold for an hour just for them to say they can't confirm anything

  Liberty

  Date: 08/22/2022

  Good morning *****,
  We would like to apologize for the issues you have experienced and appreciate the time take to provide us with feedback. Our goal is always to ensure a positive customer experience, and we’re sorry to hear that has not been the case for you.
  Our electronic billing site is customer driven, meaning the customer, not Liberty, controls how the information flows through that tool. We have reviewed your account and found that you have been enrolled in electronic billing since opening your account in August 2014. While you were enrolled, there was no email on file with Liberty and as such no invoices were sent via email. We do show payments have been scheduled through the e-billing site in the past, however there is no history of automatic payments ever being set up. The last payment received prior to the disconnect was April 2022. A disconnect notice for the arrears were sent to the mailing address on file on July 27, 2022. There were then phone calls made to the phone number on file starting with 978 on August 3rd and August 11th advising of the arrears and requesting to contact Liberty to avoid disconnection. The phone number on the account has since been updated, and we would strongly suggest ensuring that all other contact information on your account is updated immediately should changes occur in the future.
  Now that an email has been added as well as an automatic payment method starting with the next invoice there should be no issue moving forward. We would strongly suggest confirmation of your mailing address since you have indicated you did not get the mailed disconnect notice. We have credited the late fees assessed totaling $25.27.
  Please feel free to contact the Collections Supervisor, Jennifer H, directly to ensure your account and contact information are fully up to date.
  Thank you,
  Brittany