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Liberty Utilities Reviews (92)

We will investigate this telephone call and discuss it with our Customer Service Representative (CSR) for more of the situationWe will contact Ms [redacted] with our findings We can attempt to time the delay mentioned, if six seconds of silence seems inappropriate to the customerA six-second delay in response from our CSR could have been the time required to pull up the customer's account, read the most current information on the account, check for the correct amount due, verify the details of the account, open the bill payment software and otherwise enter into an informed discussion with the customerHowever, we do urge our CSRs to keep the caller informed of their work as these things are happening so this may be a coaching point for our CSR in this particular case To request a supervisor because of a temporary silence from our CSR and the customer's judgment that a one-word response was unacceptable and rude is a reaction we have not encountered beforeMost callers expect payments over the telephone to involve careful attention to data entry, verifying account numbers, check amounts, checking account numbers and concentration from our CSRsTherefore, most callers have a different expectation than Ms [redacted] apparently has with this type of transaction It's true that our senior customer service leader took a vacation during this time period and was unavailable to answer customer inquiries for the few days she was away from the officeWe're not sure of the source of the reported statement that our leader's phone extension might not accept a voice mail but we will determine that If the customer had requested other supervisors or leadership in our office, a transfer of her call could have reached someone else in the buildingAs our CSR reportedly stated, we do not have a "General Manager" as the customer requested but other company leadership is available The assumption that we "are not doing anything whatsoever to assist the customers that keep (us) in a job" doesn't seem to be warranted based on the "Customer's Statement of the Problem" provided to us so we will gather more facts and determine our best course of actionWe'll then contact Ms ***

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments belowRegards, [redacted]

Second transmission of response due to email issue Friday, 04-10-15:
After additional contact with the customer, this issue has been resolved and natural gas service to the customer has been restored
Customers are advised, through our online and telephone payment systems, to contact us with a
payment confirmation number if they are paying on a past due balance, especially when it's close to the service termination date
This step often permits us to stop a disconnect action while the past due payment posts to the account
We also provide an email link for our customers to communicate with us through the website in case the customer cannot reach us through other means
In this particular case, we were not able to work out payment details prior to the service termination but once the requirements were satisfied, we were able to reconnect the service for the customer

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me but modifications must be made to the customer service departmentThe attendant was rude and and very inconsiderate in her tone, attitudeShe even refused to connect me or give me the name of her immediate supervisor. After several attempts to show that the the payment was sent well before the cut off date and their attempts to contact me was hindered because they did not change my contact information in their public records after I submitted it to them, they continued to refuse my requestBefore going to the physical building where the business operates I attempted to speak to a supervisor several times but was deniedI was just told that I had no other recourse but to pay the billI was even denied the name of her supervisor and was told that the supervisor operates out of the corporate office in another stateI attempted contact the corporate office and was refereed back to the local officeThey continued to refuse to heed my request Finally, out of the blue the head of customer service changed her mind and stated the company would turn the gas back on the following Monday without charging a deposit or activation fee I will consider this matter resolved but you should look into the many complaints I found on line regarding this companies operating procedures and customer service practicesIt is not goodI officially request this company's customer service procedure be monitored so that recommendations can be made to improve it.
Regards,
*** ***

My services were reconnected, and a payment plan has been accepted
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Unfortunately, we do not promise next-day connections as a policyIt isn't possible to do so every day, all year, in every season or every monthWe often CAN provide next-day connections but we know from history that sometimes we cannot; therefore, we do not promise it
Electric companies can
often remotely connect and disconnect accounts by one person literally flipping a switch at a central dispatching office; those companies don't provide in-house inspection of every appliance and check them each for safe operation like natural gas companies doTherefore, turning customers on and off doesn't require the same kind of workforce between the two types of utility companies, despite the size of the companies or the number of customers served
We advertise, recommend, do bill messages and tell customers every year to have their appliances checked early and not to wait until cool weather arrives to get their accounts in orderSometimes customers do not take the advice and waiting lists develop as is the case in the last few weeksOther service companies in town were experiencing the same kinds of waiting lists when we were, for the same reasons
And if customers do not address their billing accounts with us, their services are disconnected after days of billing, phone calls and lettersWhen those customers DO pay us, they are also included in the waiting lists to be turned back on so they add to the work to be done at this time of year
This situation has existed since we were Columbus Gas Light, then United Cities Gas Company and then Atmos EnergyWe actually have hired more employees to add to the existing Atmos Energy workforce since becoming Liberty Utilities so manpower isn't the only solution to this ongoing issue
We're sorry for the inconvenience that results and we work overtime and Saturdays to address it but it's not possible to promise next-day connections to natural gas customers every day

I don't recall seeing this complaint earlier; however, I will investigate it and inform the Revdex.com of the details. If we require a deposit, it is often because the customer's payment history warrants protection against the risk of them NOT paying their bill
If we
initially misinformed the customer, that was a mistake and one for which we should have apologized. We'll be sure that is doneHowever, it appears that we corrected that mistake and contacted the customer before continuing in the process of establishing her service so the customer had the option to pay it or not, before continuing. If the customer choses not to pay it or not to pay it now, that is the customer's choice and despite the first misinformation, the customer is aware of the requirements to establish service
More later by fyi
***

I called Mrs*** just a few minutes ago to offer her a formal apologyI am also sending her an apology letter along with a gift card for her inconvenience
Mrs***' account should have just been moved into her name as she was already the secondary on the account
The Customer Service
Representative has been retrained on the proper procedure and how to properly speak with any and all of our customers

This letter is in response to the complaint filed with your office on Sept 15, Liberty Utilities is an investor owned utility governed by the California Public Utilities CommissionThe CPUC has regulatory authority over all investor owned utility operations in California, including setting
Liberty Utilities' rates for water and water service. Our customer, *** ***, has disputed our billing, claiming that Liberty Utilities has billed her based on "high water averages" rather than meter readsShe is dissatisfied with her high water bill and assumes that our billing practice, rather than her water use, is the causeHowever, her claim is without merit, and Liberty personnel have assisted her in adjusting her outdoor water use. Liberty Utilities calculates billing based on the read obtained from the water meter serving the customer's propertyIf the read needs to be estimated for some reason (for example, if the meter is damaged or we are otherwise not able to obtain the read), the bill would indicate that the read had been estimatedThis is required pursuant to Section IV of the CPUC's general order 103-AMeters are the accepted method of measuring water usage for customer billing. Ms***'s meter was read for billing on September 5, The read obtained at that time was 1727. Ms*** contacted Liberty Utilities on September 14th, 2017, questioning the amount of her billThe customer service agent scheduled a water audit and confirmed a time that Ms*** was available to meet with a service technician at her propertyThe audit is to verify water use and meter accuracy, check for leaks, and try to determine the cause of the high usage. On September 18, 2017, at 3:pm the Liberty Utilities service technician met with Ms*** and verified that the read on the meter that day was 1754, or units more than the read obtained on September That indicated that Ms***'s water use was about units (or nearly 1,gallons) per dayThe technician also checked for leaks and found none, but did find that the customer's irrigation sprinkler system was set to run three times a day for minutes at a time on most of the sprinkler stationsA data log was obtained from the meter showing the date and time of water usage over the past month, and the sprinkler system was determined to be the cause of the high water useThe service technician changed the irrigation timers to run for ten minutes once a dayThis change reduces her outdoor water use by about percent. Ms***'s water meter is not scheduled to be read again until early NovemberHer irrigation timers were adjusted on September 18, after the last bill, so she will not see the change in water use until she receives her next bill in mid-NovemberAt that time, her water use and corresponding bill should return to an amount that is more in line with her previous bills. Liberty Utilities is committed to ensuring our customers' inquiries and request are addressed and resolved in a timely mannerMs***'s inquiry was addressed within four days of her contacting the officeThe reason for the high usage was due to the sprinkler system being set to come on three times daily at the propertyThe service technician was able to help with adjusting the timers to help reduce her future billingsMs*** was given a copy of the enclosed data log detailing the usage at the property

Really bad billing practicesvery deceitfulBad costumer service

COMPLAINT
***
THANK YOU FOR CONTACTING LIBERTY UTILITIESTHEY HAVE CONTACTED ME AND HAVE CORRECTED THE PROBLEMYOU HELP IS GREATLY APPRECIATED

Ms*** is a budget billing customer on the program since 1/18/Customer called on 5/12/and advised she felt her BB balance was incorrectWhile on the phone with Ms***, the customer service rep reviewed the account with our billing department and verified the account balance of
$
Ms*** called again on 5/13/15, and again requested the amount to pay to stop budget billingMs*** was advised to pay $295.42, in errorWe immediately tried to contact Ms*** to provide her with the correct account information and left a message to call Liberty back as soon as possibleMs*** called back later that day and was advised of the erroneous information provided in the earlier callShe was again provided the account balance of $557.05, at which time she advised she would make a payment on 5/14/
Although Ms*** made a payment of $on 5/14/15, at that time she was aware her total account balance was $Ms*** called again when she received her bill on 6/2/15, regarding the remaining account balance of $We offered the customer a special payment arrangement on the balance and the customer declinedShe advised she would pay the bill, and she hoped she didn’t receive another bill like this one againOn 6/8/customer called to request a manager call her backUnfortunately, when a member of management returned her call, we were unable to leave a message as there was no answer and voicemail had not been set up

[A default letter is provided here which indicates your acceptance of the business's response.
If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me The business has performed this action and, it is satisfactory, I consider this complaint resolved
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I have spoken with them and they have implemented the resolutionThank you
Regards,
*** ***

I spoke with Ms***. Our policy changed back in November of 2015, to process refund checks in the next batch, which will occur within the next week or two. I had contacted our billing department prior to speaking with Ms*** and was told the check would process next
Friday
I relayed this information to Ms*** and apologized for any inconvenience this may have caused her. She said she was satisfied with my response and for replaying to her so quickly
Thanks,
*** ***

I had a meter reader come out on and he could not read my meter due to I had dogs in the yard and I have a lock on my back yard fenceThe meter reader left a tag on my door and instructed me to take pics and send the pics to his cell phoneIt rained that weekend so I didn't take the pics,then my bill printedIt was higher than it should have been so I went out and took pics and sent to tech as instructedI called cust service and they said to give it days for the bill to be revisedI waited a week, the bill did not changeI called cust service again.They argued with me about how the tech might have underestimated my bill? I don't know how this was as the bill was higher than it should have been for a spring month.I asked how he could underestimate my bill and it has not changed since I texted over the pics and the bill hadn't changed a penny? The cust service rep was no help whatsoever.I went to the local office and brought this to their attentionThey looked at the pics I gave them and said indeed the tech had overestimated my usage by unitsThey took down the reading from the text pics and assured me my bill would be revised in daysThen days later they sent a tech back out to reread the meter, he said that the meter reading that was sent in by tech was wrong and said it was indeed units off so he was going to resubmit the correct reading and to check my bill again that FridayI checked on my bill that Friday and this Monday and still the bill was not changedMoral of this story is don't waste your time,breathe,energy and gas to try to get your bill correctedNot one of the employees at Liberty Utilities cares less about them overcharging you, and all of them saw that I was overcharged but did nothing to correct the issue and make sure my bill was corrected.I had to pay my bill the way it originally printed with units over usage to avoid a late charge as it is due tomorrowLiberty Utilities says SUCK IT UP SUNSHINE WE CAN CHARGE YOU WHAT WE WANT AND YOU'LL PAY IT!!!

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
/>
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Our gas was turned off due to a misunderstanding with the previous tenantsWe submitted the lease as requested, corrected-notarized-resubmitted as requested again, provided additional proof of residence and one week later the responsible parties, representatives ignore usI called in today and found out they now want us to take the lease to their office which would be fine if anyone bothered to let us know by either answering any of the messages left or repeated emailsThey are maliciously neglectful and I am beyond grossed outThe representative today promised a manager would call me back due to "high volume of callers" yet another day passedNeedless to say I have two little children at home and I am unable to provide them with hot water, cook for them or heat the placeIt is 50F during the dayI will go to the city hall tomorrow to see how can I switch providers this is inhumane and unacceptableThey should have not been A+ rated this is obsurd, I just moved here from Florida and we have never encountered these kind of issues with public services beforeThis is plain embarrassing and disgusting on their behalf

We have discussed the meter readings with Mr *** and the issue has been resolved

I contacted Mr*** again on 5/4/after we had changed out his meter. I asked Mr*** if there was anything else we could do for him, pertaining to his bill. He said that he thought we should reduce his bill by $75. I told Mr*** we would do even better than that and reduce his bill by $for any inconvenience. We did this on 5/4/16, and Mr*** said that would be fineI presumed this issue was closed on this date as Mr*** thanked me

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Address: 16623 Fm 2493 # E, Tyler, Texas, United States, 75703-7983

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