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Complaint Details
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Initial Complaint
01/28/2025
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I have had spire for the last almost 3 years. Over those 3 years my bill has never been over $14. The only gas in my apartment was a fireplace that was never used. After I cancelled my service and moved out I was sent my final bill. The bill was a “reading” from *** ****** *. In that time frame I was not even in the state and the keys to my apartment were turned in on *** **** when I returned to drop them off. My final bill stated I owed over $1085. There was no gas leak and I have Pictures of every meter in my building. None matched the number they gave me on the bill. My neighbor’s never smelled gas. I’ve contacted Spire multiple times and talked to multiple people who can’t give me any answers. I received a letter stating based on previous meter readings and usage that the bill is accurate for $1085. That reading would not be physically possible for the apartment I lived In without the entire complex having a gas leak. No one is trying to resolve the issue and I constantly get a runaround.
Business response
02/05/2025
On ******** ** ****, a request to stop service at **** ****** was scheduled for ******* ** ****.
On ******* ** ****, the service was turned off.
On J****** ** ****, a final invoice was generated for the amount of $1,085.07.
On ******* *** ****, the customer contacted customer service regarding the invoice and the amount of CCF billed. Customer service submitted a bill review request to our billing department.
A review of the billing was completed on ******* *** ****, and it was determined that the final bill read had been estimated incorrectly. Corrections were made, and the customer was rebilled with a final amount due of $3.64. A payment of $3.64 was received on ******* *** ****, which satisfied the account.Customer response
02/13/2025
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. They did resolve but it did have to be escalated to the *** before a resolution was reached.
Sincerely,
****** *****Initial Complaint
01/27/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
1/**/2025 at **** AM on a Sunday morning Spire came knocking at my door. My 2 large dogs went crazy and I’m not happy. Who comes to the door on a Sunday morning before 8am? I also will note here-I have a no soliciting sign posted on my front door. STOP COMING TO MY HOUSE SO EARLY IN THE MORNING WITH NO HEADS UP. There is no reason to disturb my home this early on a weekend! Nothing was left at the door so I have no idea why Spire Energy came by but this is not acceptable and this is not the first time this has happened.Business response
02/03/2025
On January ****, 2025, a technician arrived to change the meter at this residence. Although the meter is located outside, the technician's is trained to knock on the door to ensure the homeowner/tenant is aware that they are outside working. Our service hours are typically 7:30am- 500pm Monday through Friday. I apologize for the inconvenience this has caused and have forward this complaint to the service area supervisor for feedback.Customer response
02/03/2025
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
11/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Spire changed a meter and cut my gas off and left it off. No one was home. No notice ever given about this action. Did get door hanger to call if I wanted someone to come turn the gas back on. I had other emergencies to deal with. This is another example of Spire unprofessional business practice toward their customer.Business response
12/06/2024
On November 21st, a routine meter change was completed at **** *** ******* The customer contacted Spire on the same day to report that upon returning home, he received notice the meter had been exchanged. A priority order was placed at 4:49 PM to restore service. At 5:21 PM, the customer made additional contact, reporting a gas smell near the meter. An emergency order was then placed, and our technician arrived on site by 6:00 PM.
The technician conducted a leak investigation and found no leaks at the meter set. During the inspection, the technician identified a tampering issue: the lock on the outlet side of the meter had been broken off, which explained the gas smell. He also checked the customer’s appliances to ensure they were functioning safely. Mr. ****** expressed his concerns and dissatisfaction to the technician on-site, and then he spoke with an operations supervisor about the situation.
During routine maintenance, we do not provide prior notice to customers. If a customer is not home at the time of a meter exchange, gas service will be left off for safety reasons. To turn the gas service back on, the technician must have access to the appliances to ensure they are operating safely. In such cases, the technician will leave a notification card informing the customer that the gas service has been disrupted and that the meter has been changed. This card also includes instructions on how to have service restored. If a customer experiences a disruption in service due to routine maintenance, a technician will be dispatched the same day the customer contacts customer service to restore service.Initial Complaint
10/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Spire charged an old account they had on file that hasn’t been used in 7 years. Therefore last months payment was not able to be processed. They came out yesterday and turned our gas off with zero warning leaving us unable to warm bottles and get baths for our two sons under the age of two. Since 2017 I have never missed a payment. Then they have the nerve to charge me $50 to have someone come out just to cut a plastic lock off and turn a valve. We’re having to put our busy schedules on hold because they can’t give us a time when they will be here to do it. It has been shut off for over 24 hours. The payment they screwed up was also paid over 24 hours ago. I got a text saying they would be here shortly at 12:41. It’s 4 PM and no one has showed up or contacted me.Business response
10/25/2024
Upon receiving the complaint, a thorough review of the account was done to address the customers concerns. On July 12th, 2024, a bill was mailed to the customer at the service address, the amount due was $38.19 with a due date of July 29th, 2024. On August 12th, 2024, a payment was made for $38.19 using an electronic check via our self-service option – the automated phone system. On this same day, a new bill was mailed out to the customer. On August 14th, a letter was sent to the customer advising that payment of $38.19 was returned by bank stating that they were unable to locate an account, and a $20 return item fee was added to their account. On September 12th , 2024 a billing statement was mailed out to the customer that included a message advising the account was past due and subject for disconnection after September 27th, 2024. It also advises the customer if service is disconnected a reconnection fee and additional deposit may be required. On September 23rd, 2024, an automated call went out to customer advising to contact us regarding the status of his account. The account was On October 3rd, 2024, the gas was disconnected for non-payment. On October 3rd, the customer made a payment of $144.57. The customer spoke with a representative after payment was made asking can service be restored the same day, the representative advise we did not have any available same day appointments, the earliest appointment was next day. The customer advised the representative that the bank account used on the return payment was an old bank account and was no longer in use. The representative waived the $175 deposit as a courtesy and billed out the reconnection fee of $50 to be included on his next bill. NOTE: When the customer made the payment via the automated system it gave him a list of available payment options that was saved by them to choose from, if any saved payment options are no longer valid the customer must opt for it to be deleted.
The technician completed the reconnect on October 4th around 4:30pm.Initial Complaint
08/22/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
We have been is same home for 3 plus years and have always done auto draft . The card on file expired on 4/24 and we were never notified by spire. They say they have records indicating dates they computer - called and emailed me. I have ZERO missed calls from SPIRE on ******* account or Voice mails from them and ZERO emails from them on my only email / gmail account I've had for years indicating this expired form of payment . Not in spam either . A note with disconnection notice was left at the wrong address today ( my neighbors house ) to boot . When got home no gas . Reconnection fee $200 !!!! I'm pretty sure this is a regular occurance after reading some posts here . I am sick and tired of ineptness of companies these days !! It's NEVER their fault . We have never missed a payment and think now waiting 24 hours to get an appointment and pay that ridiculous reconnect fee is outrageous. We are trapped with zero other choices for gas companies too. What are consumers to do ??Business response
08/30/2024
After a thorough review of the account, we have determined that we made our best efforts to contact the customer regarding the upcoming expiration of their payment method. Below is a list of these attempts:
- 3/16/24 – an email was sent to *********************** informing that the visa on file ending in **** would be expiring on *******.
- 4/15/24 – an email was sent to *********************** informing that the visa on file ending in **** had expired on *******.
- 4/18/24 – the account was unenrolled from autopay due to an expired payment method.
- 6/12/24 – 2 automated reminder calls were placed, the first at 11:20 am and the second at 5:33 pm, reminding the customer of an outstanding balance. This call was made to the primary contact number on file ending in *****
- 7/11/24 – an automated reminder call was placed at 11:05 am.
- 8/12/24 – an automated reminder call was placed at 11:09 am.
Based on these findings, we are unable to refund the reconnection fee of $50.00 due to the disconnection for nonpayment being supported. However, because this is the first disconnection for nonpayment for this customer, as a one-time courtesy, the security deposit of $175.00 has been returned to the customer’s account. This credit can remain on the account to be applied to future bills. If a refund is preferred, please contact customer service at ###-###-#### to make this request.Customer response
08/30/2024
The "way around " this money- making practice for Spire, is that IF they called my cell phone , it is NOT a number that comes up as Spire
( I pay extra for this Call ID service from ******* wireless. ) So.... howmany people answer unrecognizable 1-800 numbers that call their cell phones sometimes multiple calls a day? Furthermore , I do listen to messages on my cell phone and there were NONE from Spire. They say they use a computer to call with these issues - so I am sure it is unable to leave messages .
I have ZERO emails sent to my email address from SPIRE, other than thank you for your payment ? I'm sure this is a source of income for them . When my husband asked the spire technician how often this happens to people ? He replied , " All day long I do this !"
Business response
09/05/2024
Based on our investigation findings, appropriate measures were taken to notify the customer of their payment and account status before the service disconnection. Additionally, a disconnection notice was included on the printed billing invoice for the service period covering 7/2/24 – 8/2/24 and was mailed to the property address. No record of return mail has been found. Considering this information and the results of our previous investigation, no further adjustments to the account are warranted.Initial Complaint
07/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I agree with ****. They are quick to come turn your gas off. They turned my gas off because of what they said was an overdue bill. It was not. My gas was shut off erroneously. I have the wrong account number to pay my bill at any agent that accepts payments for Spire. I attempted to pay my bill at ******** *** *or a full 3 days, before it was disconnected. I paid the bill one day after it was shut off. They sent a racist tech to turn it back on. I sent him off of my property, immediately contacted Spire, spoke with Caleb, who assured me that a tech would be in route to me, shortly. One day later, was his shortly. Now, you want to know how I know my gas shouldn't have been shut off in the first place...because my July bill is currently 29.00....the "overdue" bill was 238.00...I paid 414.00...I now have basically a July bill that I was forced to pay in advance...I made a complaint to the Better Business Bureau...I have yet to hear back from Spire...I doubt that I will. However, you can bet your last dime...if there were any other entity that provided the service (gas)..I would be with that company. Spire leaves much to be desired.Business response
08/05/2024
Thank you for bringing this matter to our attention. We regret the inconvenience you have experienced with your recent transaction. We have not received any reports of system outages or other technical issues but please be assured that we take such matters seriously and are committed to providing you with a seamless payment experience. If you continue to encounter any difficulties, please do not hesitate to contact our customer support team, and we will be more than happy to assist you further.Initial Complaint
02/21/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
My service was disconnected for being 4 days late on monthly payment. No notification by text, email, or phone call regarding upcoming disconnection. Gas was shut-off and note put on door. I did not have a past due balance. The temperatures have been falling to the low 30's and my home is dependent on gas for heat and cooking. I was not satisfied with the response by customer service and was required to pay a $50 reconnect fee with a 24 hour wait before reconnection. I don't feel that this is an appropriate response to a balance 4 days past due. I have been a customer for 10 years. My wife and I are in our 70's on a fixed income, and have a handicapped, adult son living with us. The company 's response was callus and unaccomadating. They should be held accountable!!Business response
02/28/2024
Thanks for reaching out to us. Our customers are very important to us, and we are sorry that your experience with our team has been less than stellar. After reviewing your account, the following information was noted:
On *****/24, a bill generated in the amount of $239.32 ($166.61 Current charges + $72.71 Past due). The bill included a disconnect notice advising that if the total amount due was not paid by the due of *****/24 that the service would be subject to disconnection without further notice.
On ******24, a Collections Call Reminder was attempted at the customer’s preferred contact method XXX-XXX-****.
On ******24, the service was disconnected at the home due to nonpayment of the bill. The reconnection quote to restore service was $289.32 ($239.32 Gas amount + $50.00 Reconnection fee).
On ******24, a payment posted to the account in the amount of $289.32. The customer was scheduled for the very next available workday to restore service on *****/24.
If any further information regarding this inquiry or the account is needed, please give us a call.
Initial Complaint
02/15/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
*****24 service disconnected. Attempted to call the emergency line to notify them that the bill was paid. Looking to pay the reconnect fee and not just the pass-due fee. There is no fee listing online. I am unable to set up an online account to help me keep up with my bills. There was also no notice on my door to notify me that my service had been turned off. I only discovered this while I tried to feed my ******** son and the stove did not come on. Had I known, I could have paid it in ample time to notify customer service. Customer Service needs to be able to tell how much the reconnect fee is, so I can take care of the entire bill. I also looked up payment assistance on the website and there was nothing online to tell me options or state or county office that could assist me.Business response
02/19/2024
Thank you for providing us with your valuable feedback. Your concerns will be forwarded to our senior management team. Following our discussion, an email containing the requested information on energy assistance has been dispatched to you.Initial Complaint
02/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Spire came out and installed a new digital meter when tenant moved out *** ** Gas was turned off at this point . I called a few days later to have spire come out and turn gas back in. When they did, they said there was a leak somewhere in the line . I called my hvac guy out to inspect and do the work. He told me damage was done when they installed the digital reader . He has photos of the area right above the digital meter of it leakkng. When I called spire , they refused to reimburse me for my hvac bill due to their negligence . They told me the technicians checked it out before they left but the gas was never turned back on after feb2 so it is definitely a result of their carelessness . I want full reimbursement that I paid my hvac guy to fixBusiness response
02/23/2024
I have contacted the customer regarding her concerns. I am awaiting a call back in order to get more details on her claims.Initial Complaint
02/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Something needs to be done. I live on limited income and my gas bill is extremely high 500$ a month? I need someone to check house and meter.Business response
03/14/2024
O* *****24 the account was billed with a meter reading of 5158.
On ****24 a meter reading was obtained of 5186. This reading supports that the previous billed amount to be correct.
I spoke with the customer and provided information for financial assistance as well as submitted her information to our Customer Success Managers for further aid information and assistance.
Customer response
03/20/2024
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.
Sincerely,
****** ******
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28 total complaints in the last 3 years.
18 complaints closed in the last 12 months.
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