Spire Energy (formerly Alagasco)
Reviews and Complaints

The customer service at Spire is horrible. Yesterday morning I called customer service to reconnect my service. When I viewed my online account I paid the full bill. After, calling customer service I was informed in order to reconnect service I would have to pay an additional $225 which includes a deposit and reconnect fee. Which to me is horrendous especially considering my service was only disconnected a matter of minutes. I requested a call back from a supervisor was told that I would receive a call by COB to discuss matter and no one has contacted me.

They turned my gas off with 0 notice which is fine, once I realized it I paid what needed to be paid and had someone scheduled the next day to come turn it back on. I called them to see if someone could come that day and turn it back on because I have a newborn at home and they said there’s no circumstance that allows same day appointments. I had someone scheduled for the following day and in the afternoon when someone still hadn’t shown up I called them back to check and the lady said not only did I not have someone scheduled to come that day and they still wouldn’t do same day appointments but she tried to claim that I never even called the previous day (even though I’m 99% sure it’s the exact same lady I talked to). All of this knowing I have a baby at home.

I moved Feb/March 2022, I cancelled my service online. I recently found out that the service was never cancelled. It was only cancelled by spire in Jan 2033 for nonpayment. I have filed a dispute in which I provided a copy of my 30-day notice to the landlord that I was moving out. I also provided a copy of my current lease of when I moved last year. Spire is still saying that I have to pay a bill of $638.56 for the address I didn't even live at.

Today I was treated like a criminal by Spire and its employees. At 11:58am I called because I was smelling gas in my garage which I have been smelling for several weeks now. The rep advised that she could have someone to come and inspect the situation. I told her from there that I was at work and to please have the technician call me prior to his arrival so I could come home because I work 5 to 10 mins away. She said that she would, and she took my cell phone number. At 12:22 the technician arrived at my home. I knew this because I saw him on my doorbell camera. He did not call, and he disconnected my service and left a noted stating "cannot call on a leak". I immediately got enroute home. While driving home I called and spoke to one of Spire's customer service reps to explain the situation and to ask that she stop him from leaving. Without regard she stated I'm sorry, but we can't contact the technician so, I asked for a supervisor. She placed me on hold. While on hold I passed the technician that was at my home. I pulled over and asked that he come back to my home. He stated that he can't at this time. I immediately became infuriated because it seems as though no one at Spire wants to actually help customers. Your reps are providing bad information causing customer to lose service and the tech just want to come and to say that they were there in order to collect a check. All of this took place on my lunch break so not only did I lose my service, but I also lost time from work. After I arrived home, I spoke to a supervisor named Brad who ensured me that he would have someone to immediately restore my service. I waited 30 mins, and no one came. Keep in mind it only took you all 15 to 20 minutes to come out and disconnect my service. So, I called back and asked for Brad and from there he told me that I will have to wait until this evening so that the police can escort the technicians back. I wish Spire did not have a monopoly over the gas utilities because I would definitely be spending my hard-earned money with someone who actually cares. It's a shame that my bill is current but here I am sitting here with no service because of the entire staff's incompetency. Spire does not care about its customers at all! I work remote on Thursday's and Friday's. All of this could've waited until then if I would have known the technician would not call.

They shut off my gas valve on Wednesday and not thinking it was an issue with them, I contacted my ac/heating specialist, who confirmed that the actions that led to me not having ANY heat at all was due to them. Called them on Friday after having it looked at and they basically told me that they won’t look at it until Monday, so basically they are ok with leaving me in the cold for three extra days on top of the two days that I had to freeze already, due to their “policy” of not servicing on weekends, which they included Friday in it. Very horrible service! You would think that no heat in the winter is an emergency but THEIR policy comes before customers apparently.

I have reached out to Spire Energy's Corporate office explaining my dispute and/or complaint about their deceptive billing practices around April 2022 but they did not respond back to me. Instead they continued to send erroneous billing statements. Spire Energy is cashing my monthly dividends interest checks and knowingly withholding this information by making my monthly statement look as if it is a bill due to them. And if it is not paid they will act adversely. I have had service with this company for over 5 years.

I have searched Spire's website in search of where to post a complaint but have been totally unsuccessful.  Everything steered me to the local  customer service office.  Why would a customer call the customer service office to lodge a complaint against the very people with whom you the complaint?My complaint begins with receiving my statement dated 2/16/2022..  My statement reflected one years' data usage.  In February 2021 my usage was 38.  From through November my usage was never greeter than 9.  However, in December of 2021 my usage jumped to 14 but in January 2022 my usage climbed to 40 and in February 2022 my usage was 69.   Please remember that my February 2021 usage was 38 and February 2022 my usage was 69..  I am widow who lives alone and has not changed any appliances to gas.After receiving my 2/16/2022 statement and seeing the large increase in usage, I called customer service on 2/24/2022 and spoke to Rachel who told me the weather had just been colder and that was the reason for the increase.  I tried to explain that February 2021 my usage was 38 and February 2022 my usage had increased by 61 and perhaps there was a problem since there were no changes to the occupants in my household nor any appliance changes.  Rachel cited she would send someone out to re-read my meter on 3/3/2022 and some one would call me to discuss the reading on 3/3/2022.  I never received a return call.Therefore on 3/8/2022 I again called customer service and spoke with Nikki who said since I had not received the call Rachel said I would receive on 3/5 to discuss my bill she (NIKKI) would refer my bill fir investigation  (to whom she never said) and that a technician would come out to review appliances, etc.  Needless to say I never heard from Nikki or anyone regarding coming out to do a review.On 3/15/2022, I again called customer service and spoke with Jamie who said they had investigated and found no gas leaks.  I asked how was this possible when I had seen the spire truck outside but no one had come to my house.  She insisted they had been to my house she looked again and saw that the last step which they had to complete that  would request the technician come out to inspect for a gas leak and it had not been done.  I can only assume Nikki didn't complete the process of requesting an in house gas leak inspection because she was the last individual I spoke with before speaking to Jamie.  Jamie apologized and scheduled the gas leak inspection for today, 3/16/2022.Today when the technician arrived though he had on a spire shirt and no mask, he looked very unprofessional/unkempt.  And being a widow I asked to see his spire badge.  He asked why I needed to see his badge and that it was in his truck.  He never retrieved his badge but told me his entire name was on his badge and there was no need for me to see it.  I told him that Spire would not have included his entire name on the  badges if it meant it could not be shown to the customer.So I don't know the technician's name but I'm sure you have a record of the dispatch.  He told me he was here because i had a problem with a bill increase. but many customers had issues but it had just been cold.  This statement was made before he did any inspection.  He said he was not here to do a gas leak inspection because if i had one I should know it without hi coming out because I should have smelled it.  I asked him about carbon monoxide since it is odorless if this was something they checked and he never replied.  He went back to his truck and retrieved his mask but no id badge did he retrieve that he said was in his truck.He came inside turned off the hot water heater and I assume he did a check on the outside.  When He came inside he re-lit the hot water heater and opened a hallway door looking for the furnace.  When I told him the furnace was located i the attic through the garage, I showed him the location and he said there was no string to pull the door down to access the attic and I showed him how to pull it down by the corner he turned around and said he didn't need to check the furnace.  I asked why he needed to check the furnace initially when he thought it was located in the hallway but now since it is located in the attic you no longer need to inspect it?  He did not answer.Lastly, I told him I had a gas fireplace in the bedroom which I hadn't used in a few years and he refused to inspect it.So even after a tech visit, I have no idea if I have a gas leak because he refused to check the furnace or the even enter the bedroom where the gas fireplace is located.I referred my encounter with customer service agent Darryell that he had no mask and would not present a mask or give me his name but told me to call back if I never got his name or saw his badge.  I am a 70 year old widow and for security reasons I want to and have a right to know   who is entering my residence.  Darryell He said he would list the incident on my file..When the technician did not inspect my furnace, enter the room where bedroom gas fireplace is located or show me his badge because it contained his entire name, I called back to customer service to verify if he should have checked my furnace, bedroom fireplace and provide his name tag and I spoke with Angie who definitely said he should have checked my furnace and electric bedroom fireplace.  Jasmine, the customer service agent said she would report the fact that he didn't check my furnace or bedroom fireplace to his supervisor and someone else who I don't remember.  She took my name and I thought his supervisor or someone would call me about the incident but I have received no call from a supervisor or ANYONE at Spire.I have been a customer long before Mobile Gas was sold to Spire and this is the by far the worse encounter I have had with a technician.  And as I said since my attic furnace was not inspected nor my gas bedroom fireplace, I am still not confident that I don't have a gas leak though he said he was only sent because I had an increase in my gas bill.  I asked if that were the only reason for his visit then why would case why would the customer service agent Jamie tell me I had to be at home between 7:30 am to  if you were only coming out to read my meter which they had sent someone out to do on March 3, 2022 just to read my meter?  And of course he provided no answer so I asked if he were done and he said yes so I asked this person whose name I didn't/don't know to leave my residence. 

ATT was installing 5g in the area late January 2022. They broke the gas line to the neighborhood. They came to relight the pilots. Our upstairs has its own water heater and is only used by visitors. When Spire came to relight we forgot about the upstairs water heater. I had company on 3/4/22 and discovered there was no hot water. Spire will not come and relight the pilot. Terrible customer service and lost revenues for the company because my water heater is not heating.

To Whom It May Concern,
Tuscaloosa
I'm a customer of Spire, I have a problem with customer service explaining to me why my loan balance (heating and air conditioner replaced) is not decreasing. I was told that Spire made a transition 9/1/2021 since then my loan balance remains the same it's now December.
This is showing on my online Spire account information below as of 12/16/2021:
Loan information
Loan Number Start Date Balance Installments Paid Amount Action
[protected] 09/01/2021 $5, 256.70 2 of 39 169.37
Please can someone explain this to me why my loan balance has not decreased since your transition. Before Spire transition I could see where the balance was decreasing now I can't. Your online balance of the loan remains the same.

Thank you

I have been having issues with Spire since February. I have called several times about bill amounting up to $232.00 as well as never receiving a bill. I talked to the supervisor and she stated everything was handled well it's been month again and I have received a bill yet I call and my bill is almost $200.00. I also found out they were sending my bill to my old address which I haven't lived there in over a year plus I have service in my name here and couldn't nobody tell me why was that. I just want to cancel my service at this point

Wow, what a hellish night! I took the dog out around midnight and as usual, this month smelled the odor of gas. As we've done several times this month already, they sent out another technician (between 4-5) for the exact same issue. Spire's rude and obnoxious female technician woke us from sleep at approximately 1:52 am. Startled, I went to the door. First, I'm pissed because she's in front of my home with flashing lights and waking everyone else up. I tell her again, where the leak is. She wanted to come in our house. Again, the leak is not in our home or yard. It's across the street where you've already spray-painted the driveway. She starts poking around my front windows. I come outside and tell him for like the third time where she can find the issue. Now I'm angry. I told her to get off my property and please walk 70 feet the other way and test. I guess she didn't like this because as I'm dozing off again, there's more loud knocking on the door. She CALLED THE ST. LOUIS COUNTY POLICE! Moral of the story: Don't call Spire when you smell a leak. Just let someone else deal with Spire.

They where scheduled to come out to turn my services on and had scheduled the time for 8-12. I just happen to call to just verify they where coming today and they said a time of all day. They refused to change the time back to the time I agreed to of 8am-12pm I even asked to speak with a supervisor. A supervisor eventually came to the phone after waiting 17 min I explained to the supervisor what was going on even asked him to play back the tape from yesterday. He informed me that it was nothing he could do even if he listened to the tape. I asked for his name and he stated it was Joshua then I asked his last name and he said A. Joshua A did nothing to resolve the situation nor did he make it better. What is the point if making an appointment time when they just gave me any time I didn't agree to. But of course they treat you like this because they know this is the only gas company in St Louis Mo. So they don't care.

Account: [protected]
I have been complaining about my bill being too high and consistently having charges added in between bills. Every time I've called in I keep being advised that once everything is figured out they will call me back(of course no phone call. This is my final attempt to get my account rectified or it may result in to me having to have an attorney contact you all. It would be great if I can have someone give me a call, my number is 251.304.9565!

Spire has continuously lied to me about my account. They have overcharged me from the time the switch was made with them from Alagasco. I have called 3 times over the course of 6 months inquiring about my bill. I have been lied to each time I called asking customer service why my bill is continuously increasing even in the summer with the budget. I absolutely hate Spire service. I never had these problems with Alagasco. Spire company is absolutely horrible.

I have been paying my Alagasco bill on time every month and this month my bill came through text message and it has only Been five days and they cut my gas off ! that is ridiculous ! SO DEAR ALAGASCO, you're nothing but a money hungry disgusting company who does not give a s*** about your customers at All! ...by Choosing to cut someone's gas off when it was only due five days ago is nothing but stealing $75 for reconnection fee and other BS fees u choose to take from people. But go ahead and treat people however u want JUST BC YOU CAN because there's no other gas company to use ...but if by chance there is another company that comes along one day then I know I will remember this as I'm sure all the other customers you have cut off ! 5 DAYS LATE ..REALLY!? I didn't even know My gas had been cut off until I started to pay through the text that you sent me last week and it says that it's been disconnected and I get home and they are right ...you really are crooks

My gas was disconnected on Thursday FEB. 09, 2017 after coming home with my wife from GA. Cancer center, we paid our bill in full plus the reconnection charge the next day which is Friday 10, 2017 at 6am over the phone. we call the gas company when they opening expecting to have our service turn on, after talking with customer service rep, the supervisor and the supervisor boss they stated they can't turn my service on I will have to wait till Monday by noon, I explain to the supervisor that my wife is very sick with bone and breast cancer and she stay very cold after her treatment and I mean shaking cold. the supervisor stated it our policy you will have to wait over the weekend to have service restored on Monday.

Guys I have been reading you guys complaint it very disturbing to know this type of customer service we are receiving, I think we all should switch to electric. Also I'm looking to hire an attorney for my case, may be we all should get together.

[protected]@gmail.com

I Always make my payment on time or before it due. On may 3, 2014 I put two twenty and one ten inside there drop box, then I comeback may 4, 2014 and I comeback and had my sister put another $50.00 into the drop box. A week later alagasco sent a letter that said i only made one payment of $50.00 on may 3, 2014.. i call alagasco they response an said i have go inside.. So i when down there an the lady said they only have one payment then accused my sister for stealing the money.

We went to set up new service at our local Alagasco (Selma) only to find out they no longer have a customer service. They gave us a fax number to send our rental agreement and copy of our drivers license. No specific person to send it to, just fax it. I call about 30 minutes later to follow up to make sure they had received. The lady could not help. She said it would take 1-2 days for "the department" to "process my fax" and they would give us a call. She could not tell me if my fax was received! Here it is Friday and no call. We called to follow up and guess what, they had NOT processed our request for connection. It has been below freezing, no heat, no hot water! Can you imagine how comfortable it has been with young children crowded in one bedroom with a small space heater and boiling water for a bath? I guess Alagasco do whatever they want, without a care in the world because they know we have no other options. This is absolutely assanine!

Alagasco (God knows why) stopped withdrawing money from my bank some months ago. I wrote them emails (never returned) and made phone calls (never returned) to inquire about the issue. Since I had enrolled in paper less bills, it turned that I was not receiving paper bills either; instead, an email with that read "click here to see your bill" but there was nowhere to click. I could not log in into my online account since I did not remember my password and ID, did not have any paper or URL where to retrieve my account number either, and they did not answer the phone.

All and all, they cut my gas service, now they want me to pay a reconnection fee of $50 plus $179 security deposit just in case my service is cut out again. Since they left a note with a telephone number that I could actually call, i complained to them. The person on the other side of the phone told me that it was not her fault, that she would be making much more money with all the reconnection fees and security deposits, but that Alagasco would not reconnect the service without that money.

I told them that I would live happier and better without Alagasco. The people managing Alagasco are bloodsuckers, they cannot be called human beings. The law of Kharma will inevitably fall upon their backs.