Spire

Kevin was incredible to work with. He was extremely nice, professional, and impressively knowledgeable. Even on an emergency call, he took care of us quickly and made the whole situation feel easy. I truly wish all my service interactions were as positive and refreshing as the one we had with Kevin. He’s a fantastic representative for Spire, and we’re grateful for his help!

Late October. Didn't know I was behind because they don't send me a bill in any format. Turns out I didn't pay $30 of last months bill. Probably due to me pulling a number from thin air and sending it. After paying this month I was asked if I wanted my service reconnected. I didn't know it was disconnected. Didn't receive any warning or notice. Was then notified that technicians are not available till monday. My furnace, water heater, and stove are gas. My wife and children are already upset and it's only friday afternoon.

Autopay was on. Autopay was shut off or payment did not go through. I received no notifications of such. Double checked email to be sure. Then gas was shut off. Had to take of work to be home for their ridiculous time frame of 7 A.M. to 7 P.M. Also had to reschedule generic car maintenance. Now I will have to get maintenance after a 6 hour drive trip. Not happy. This is the only place to leave a review or complaint due to automated messaging. Only plus side was the lady on the phone was professional and got my appointment scheduled immediately. Absolutely ridiculous situation. Their phone lines were busy and website was having issues. So I am wondering I am not the only person to go through this.

If I could give them 0 stars I would. i hate spire so much. They’re money hungry and don’t care about the people in the city or them staying warm AT ALL. I’m being charged over $1000 for a year in which they can prove that I did not have service. The representative was able to confirm I did not have usuagw in that year yet still my bill went up $1000! Nobody will help me because all they care about is money. I wish we had other gas options. They shouldn’t be allowed a monopoly.

Absolute nightmare! We are on day 3 of no heat, hot water, or stove in a snowstorm with a small child. Spire’s emergency department has repeatedly informed me that somehow this is NOT an emergency before hanging up on me. Their customer service doesn’t think they can get anyone to us until tomorrow. Their social media department told me they’d give me a call this morning, then radio silence since. This can’t possibly be legal!!

Terrible customer service. They want you to give you a time frame for service of over 6 hours to arrive at your home but no normal person can wait that long for a rep to arrive since most people have to work during the day. Spire needs to have a better handle on service appointments and treat their customers better. I have never had a good encounter with any representatives of Spire in the Kansas City area. Customer service is not a priority for this company. Good leadership should be able to handle this easily. Please hire better leadership for your company if you want to have a continued relationship with serving the Kansas City area. The consequence will be losing the contract with the city. I'm sure your investors will not be happy if that were to happen.

**UPDATE** Scheduled to have gas turned on days ago and they NO SHOWED!! Now I have to wait until November 8!!! Their "budget" plan was set so comically low that I got hit with an $800 bill to make up for it. Straight up criminal. Also, never call unless you want to be on hold for 20 minutes when they say it is an average of 8 minutes.

The definition of i just work here mentality, I asked a very simple question, one that needs to be addressed by someone with a half a brain. Why are we forced to pay a deposit AND a reconnection fee? What are we even putting a deposit on? This company has monopolized the gas industry in the Northland area AND are exporting us for a "deposit" but can't tell me what the deposit it for? I will be reaching out to the BBB this is 100% extortion. More people need to be talking about it.

when I was moving out of my apartment at 425 W. 87th Pl. apartment c, 64114 this weekend I was directed to use their phone tree and their phone tree allowed for me to disconnect but it said at the end of the call that it would take my final balance out of my bank account by auto draft. That was alarming because I had never signed up for an auto draft with his company. but I had drafted money directly to them from my bank as each bill came in. So I had to call my bank and get it blocked and I had to call them and give them my new address in Memphis. So this morning when I called to verify or to see if they were going to take the money out of my account and I explain to the woman on the phone. she told me I SHOULD have called them directly and I could've avoided the whole thing. Are you kidding me? as if it's OK for their phone tree to tell you that they're authorized to remove money from your bank account and leave it at that rather you've ever allowed Evergy access or not. and further, it's super rare that you could ever get anyone to answer the phone you usually are told that the wait line is so long you have to call tomorrow. so if you're looking for reasons not to live in Kansas City. Aside from the fact that the state of Kansas will keep 5% of your income and never refund it should you be so desperate to have to go to work over in that state, I like the football team but everything else is substandard slavery horrible wages and indecent place to live. so glad I finally escaped that place especially the wretched bottom feeding companies on the Kansas side like Evergy. total fascism.

Completely DANGEROUS, OUTRAGEOUS experience with this company! My elderly mom heard an explosion at her house - I was on the phone with her when it happened. She called her gas company (MGE/Spire), they came out and checked her gas-associated lines and utilities and found a gas leak by a high voltage electrical box. The MGE technician fixed the gas leak - as he was finishing, an MGE foreman named Vince came out to evaluate the situation, told the technician he wasn't allowed to fix the leak and insisted that he actually REMOVE the repaired valve. My mom was FURIOUS - insisted that he leave and NOT remove the repaired valve so she wouldn't be left with a dangerous gas leak that had caused an explosion. The foreman left, then later that night, AFTER DARK, sent the same technician back to her house to remove the repaired valve and LEAVE HER WITH A GAS LEAK!! Words cannot describe how upsetting it was to have my elderly mom, who lives alone in another state, go through this alarming situation AT NIGHT - with MGE thinking it's fine to undo a repair of a gas leak that caused an EXPLOSION at her house! Absolutely horrible. There's something VERY, VERY WRONG with a gas/utility company that operates so unsafely and unethically.

Decided to come tear up my yard and 6 others with NO notice. Was blocked in by a work vehicle they parked behind my car in MY driveway, closed the street, ruined my plants, had to call off work; all because they decided to move everyone's meters from their basements to the front of the houses. WITH NO NOTICE. Every worker was extremely rude, cussing and bitching for me to hear all day, throwing customers items out of their way, and now I have all of their equipment sitting in my front yard with no workers? It's raining so now we will have ruts everywhere. Customer service is a joke!

Horrible company. They lied to me about the deposit amount. They have earned their one star rating. All around bad experience with them. I would recommend going all electric.

Not a good company at all! They have horrible customer service - employees who are poorly trained.. and they're not even based in Missouri. I spoke to a supervisor named Haley who informed me that the call center is in Texas. I also had a customer service representative named China who disconnected me during a long hold waiting for information. This is a poorly run company and they need to address some serious employee training issues.

This is a joke. We have been trying to pay our bill, but they do not pick up the phone. There is no way to search for your account number online and they ask you to send an email to get it, but it has been 10 days and we have not received an email back! I never realized it was so hard to give people money!!!

Wow! My new apartment was supposed to have the gas turned on Wednesday. The lady I scheduled everything with was friendly and got me all set up. Then, Wednesday came. I was told to expect a phone call between 7:30am and 4pm. She said there was no way for her to narrow that time down. So, I took a day off of work and waited. At 3 pm I decided to call since I hadn't heard anything. I was told that the phone number they had was wrong. Their fault one digit was off when the gal typed it in. Instead of getting someone out to me so I would have HEAT and HOT WATER they tell me it's not their fault and there was nothing they could do. They would have to reschedule for tomorrow. If you make a mistake, fix it. Even if it inconveniences you because you inconvenienced me. But that's what happens when you have a Monopoly and don't care.

Awful customer service. They called my cell phone while I was in the other room and I didn't hear it. The technician walked up to my door and put a note on the handle saying I wasn't home. I called support and rescheduled for the next day and asked that they please ring my doorbell this time, and the person on the line told me that they won't do that and will just assume that I am not home if I can't answer the phone. How crazy is that? The technician was literally standing a foot away from the doorbell, but he can't ring it one time and wait ten seconds?

For those of you that us Missouri Gas Energy, Now lacledegroup, (Possible to erase some of legal complaints filed against them)nYou may have noticed some problems with Web site, Billing and Statement dates. MY personal experience was that for the last several months my due date kept moving back so that I had to pay earlier each month until it made payment due in the previous month from when I had been paying. Buy doing this, in a years time they have shortened the months so they can squeeze 13 into the year. Also I noticed on my 9-15-2015 Statement for the meter charge which clearly states $23 per meter , per billing Cycle, I was charged $28.37. YOU MAY EACH WANT TO CHECK YOUR CURRENT AND PAST BILLS the charge for meter charge, to see if you also was over charged . I have contacted them twice about this and have received NO response. It is now with Missouri Consumer Protection. I would advise each that sees a over charge on their bill to do the same. This is no mistake and I believe intentional.

Just got off phone with customer service. I'm speechless...this is the most illiterate, the most idiotic company I've ever dealt with in my life. Whoever's in charge is a crook

They will not answer the phone. I have tried calling many times and have been on hold almost an hour and still no one answers. Not to mention the new online bill pay doesn't work.

Horrible horrible customer service! Called to speak to someone and got the rudest lady named Robin. I moved into my current place in December. I had my gas included in my rent in the previous place. With this being the second place I've rented, I thought my gas was included into my rent. My landlord wasn't clear with me so I never called the company to see where my bills were going because I simply did not know I was responsible for it. Miscommunications at its finest! Eventually my mom got a disconnect notice at her place, which I haven't lived there for 4 years. If that was my billing address why weren't my monthly bills being sent there then?! So I called to see if there is anything they could do for me because I can not afford to pay the whole bill. Not only did they have the wrong address but they had a nonexistent phone number. My phone number has been the same for years! I asked to have them pull up call records which they did not do so I could figure out why and how they got the wrong information. They told me that they are not an outbound agency but apparently they called 3 times to turn off the gas. If that being so, why do I still have gas? The disconnect notice was for the 17th of this month and I still have gas. It just doesn't all add up. I told the supervisor the amount I could pay was half of the fee to keep the gas on. He told me they would still shut it off because it has to be the full amount. They wouldn't work with me at all. Now I'm trying to figure out how I can pay this gas bill. The supervisor gave me a number to call to see if I can get assistance with paying the bill. I've never been treated this badly by a "customer service representative". Robin really needs to get another job or laid. If there was another gas company I would switch!

Awful, awful, awful customer service. God help you if you get disconnected in the middle of a phone call to MGE, because you'll be bumped back to the end of the line and wait ANOTHER half an hour to talk to a service rep while their abysmal hold music continues to drain your will to live. The decline in quality has been noticeable since the Laclede rebranding/takeover whatever it was, and it wasn't exactly high quality to begin with.

Disgraceful Customer Service and overcharging Are there negative stars?? There should be for this company. I was admittedly a bonehead and spaced off paying the bill to the point it got turned off. I knew it would cost extra to get it turned on, but I was expecting that. What I was not expecting was such a terrible online portal experience and to have a total amount due showing. . pay that amount. . and then have another $60 and some change show up as due immediately. Which I had to pay it to be able to request a re-connection. I paid it. I clicked on the Request Reconnection link on the online portal. It informed there is a $65 Re-Connection fee. I paid it. It then informed that I needed to fill out contact info consisting of name, phone number, and email for them to contact me. Since the schedule said it would be between 7am and 8pm I put in both phone and email to ensure I would get notified of their arrival and be able to meet them at the house or inform them that I actually shut the ball valve that feeds gas to the house after the meter. I got him around 5 pm to find a card hanging from the door stating they were there at 11:27 am and were not able to access the equipment. I checked security footage and confirmed they indeed knocked on the door and looked over at the meter twice. What they did NOT do is contact me. I looked online at my account and also found a random $21.29 charge sitting there. To this point I have paid $50 more than the full amount that was showing due when I first logged in to get the bill paid. I called customer service to iron this all out and was told that I needed to pay $110 to restore service. I told her that is inaccurate as I just paid everything in full and then some the day before. She looked at all the payments made and did something to tell the system I paid and to schedule the reconnection. She then informed it would be Tuesday of the next week. I informed that I am about out of hot water and in need of a shower and that is unnacceptable. I was told they don't do same day service and it is a weekend with a holiday coming up. I said exactly, which is why I need it today! Let's also note here, that I know what it takes to turn the gas back on. It is a simple device that is removed from the ball valve after the meter and since I have the next ball valve after that inside the house turned off there is nothing more they need to do to turn the gas back on. I understand they need to be sure due to the dangerous nature of any gas that might be coming out of an unlit pilot light. The lady was adamant that they would not send someone out. I informed that i want the reconnection fee refunded because I paid for reconnection, they came out, and didn't do their job, therefore, I should be refunded. She said that isn't going to happen and the fee is regardless of when they actually come out. I told her it isn't my fault no one called me to inform they were showing up and I only work 10 minutes away. She said, "No one called you 15 minutes before showing up?". I told her no. She asked if I submitted the reconnection online. I told her I did. She said the online request doesn't send the phone number or email info to the driver. I asked her what the point of filling that information out is then. She had no answer. I told her it isn't my fault that Spire's systems and protocals don't work correctly. On top of that your system seems to be consistently trying to overcharge me. We need this fixed now. She said they could schedule someone for the next Tuesday of the following week and that is the best she can do. I went ahead with it as that is my only choice. This is a monopoly and I have no choice or recourse and it is one of the worst customer experiences I have had in years.

A M.G.E. Rep comes to my door and tells me he is there to collect or disconnect. I write him a check for $118, he goes to his truck, processes the check writes void across the check and gives me a receipt for $118. Upon viewing my bank account M.G.E. took $338.06 out of my account. WTF? I have been 30 days fighting for my refund, mean while they have sent a new bill and are threatening to cut off service. I have a disabled brother and a room mate who has had a stroke and his family refuses to help. Every dollar counts to me and it's very tight paying bills and M.G.E. has stolen from me. This is the most despicable, vile, disgusting company I have ever done business with. They are criminals. Glad I am moving out of state soon and won't have to deal with them again. Just another reason why I hate Missouri.

I will have to say the experience I had today with customer service was outstanding!! Thank you so much for your help! The young lady was awesome!!

I have to say I am very disappointed in MGE. I recently moved into my own place and obviously they are the only company in the area so I had to have service with them. I called today after viewing my second bill and realizing the same dollar amount from my first bill was still showing on my current bill. I decided to call and speak to a representative at MGE to get some clarity since I assumed it had to be a mistake. When speaking to the rep, in a hostile tone she explained to me that's my deposit I have to pay in 4 split payments. When I initially called I was most certainly not notified of a deposit and as I attempted to explain that to the rep she kept cutting me off and interrupting me. I let her explain the charge and once she give me the time to respond I reconfirmed, at the time of calling to setup service I was not made aware of a deposit. If I was I would not have any issue paying the deposit due to the monopoly with the gas company. I absolutely think this is deceptive of them to not make it clear. Upon receiving the statement it is not presented on the statement either informing you of the purpose of the deposit. The representative stated, "it is verbally provided to you when you call in". This is my third call to MGE since starting service and its the first time I am hearing about it and the only reason it was mentioned today is because I brought it to their attention. I am very unhappy about this and being in the customer service industry, I am even more upset to the response I received from the rep and her supervisor Jeremy. I do not think they care or even have their customers interest at heart. My concern fell on deaf ears and I truly wish I had an option to switch service providers. *From a highly upset customer*

I'm a new customer who is simply trying to switch existing service in a rental home from the property manager's name to ours. Five phone calls, on hold a total of 3 1/2 hours just to get this accomplished. Wow. I hate this company already and haven't even started using their service or received our first bill. Why the Missouri AG is not doing something about these incompetents is beyond me. God help me if we need to resolve a problem with them once service kicks in. I weep for the gas customers of Kansas City.

MGE , now Laclede is horrible, since the switch i do not get any bills, and because of this I have tried to make payments over the phone but have been told there was a phone processing fee. So I get all of my info reset only to get locked out of the website again. So I finally call to make a payment arrangement on my bill and was told all was good. Now my service is shut off and they have no records of the phone call i made or the arrangements. So now not only do I owe the last bit of my bill, but they also want $200 to restore my services because their reps didnt do the job they are paid to do. What a joke if I could switch I would but no I am forced to keep the service until i move out of state.

Customer service gives this company an F. If I had other choices, I wouldn't be doing business with them. No one answers the phone, no response via email. They changed their online account management which for some reason requires you to set everything up again but will not allow it. I suppose when bills come due, they will be more concerned.

I have tried calling numerous times to set up service and have been on hold for hours at times and nobody picks up. Worse company out there in my opinion. Whoever is running this needs to go back to management 101 because he/she/they are obviously incompetent!