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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Spire meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Spire include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 151 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

151 complaints closed with BBB in last 3 years | 64 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 77
Billing/Collection Issues 51
Delivery Issues 3
Guarantee/Warranty Issues 0
Problems with Product/Service 20
Total Closed Complaints 151

Customer Reviews Summary Read customer reviews

2 Customer Reviews on Spire
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 2
Total Customer Reviews 2

Additional Information

BBB file opened: December 31, 1960 Business started: 01/01/1857 Business started locally: 01/01/1857 Business incorporated 01/01/1857 in MO
Type of Entity

Corporation

Business Management
Suzanne Sitherwood, CEO Ron Crow, Vice President, Customer Experience Customer Relations
Contact Information
Principal: Suzanne Sitherwood, CEO
Customer Contact: Julie Trachsel, Manager, Community and Agency Services
Business Category

Natural Gas Companies

Alternate Business Names
Laclede Gas Co. Missouri Natural

Additional Locations

  • 700 Market Street

    Saint Louis, MO 63101

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/11/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am a business owner in February 2016 they turned my gas off. I called them and they said July 2014 they claimed I called and said I was closing, and they never turned off the gas. I never called and told them I was closing or anything like that. They opened an investigation because I was sure a business or someone was trying to sabotage my business. July 21, 2016 I got a letter stating my gas was going to be disconnected. I never received a bill, and they agreed to send me a bill. She said I still owed for a previous balance from July 2014- February 2015. She said I needed to do a payment arrangement. Nicole said she could not set up the payment arrangement. She said she would have the manager call me to set up the payment arrangement. I am current for the year. All the back payments due is from the canceling my online bill pay when they shut off my gas without making sure it was me calling. No one called me to set up the payment arrangement. They came today to shut off my gas again. I own a restaurant and we have done nothing wrong. I made my payment as agreed upon last week. I am going to lose another day worth of business because they are having issues with internal procedures.

Desired Settlement: I want a complete investigation as to why my service was turned off in 2014. I want to know what is going on with their system as to why my billing is completely messed up.

Business Response:

Laclede Gas Company

                                                              Community Services Department

                                                                           Better Business Bureau

                                                                               Received: 08/02/16

                                                                CASD Investigator: ******** *******

Customer Info:           Account ID: **********                        Complaint ID: ********   Rate: GH Residential                          

                                            

Comments / Resolution:

 

Mr. *****’s complaint filed with the BBB is regarding his gas service being disconnected in 02/2016.  He contacted the Company and was advised that he contacted the Company and closed the account in 07/2014 but the gas was not turned off. Mr. ***** states he never requested to close the account and requested that the Company perform an investigation since he believed he was being sabotaged. On 07/21/16, Mr. ***** received a letter again stating that his gas service was in threat of disconnection. He contacted the Company and advised the Representative that he had not received his bills; she agreed to send him a bill and advised him that he owed a debt at that location from 07/2014 to 02/2015and she would have a Manager contact him to establish arrangements.  Mr. ***** did not receive a call but his gas service was disconnected and he believes he had not done anything wrong and is losing business with no gas.

 

To resolve his complaint he is requesting a full investigation as to why his gas service was disconnected in 2014; and questioning if the Company is system issues.

 

Account Details:

 

o   NOTE: The gas service was disconnected on 07/30/15 and again on 07/18/16 for non-payment.

 

  • On 07/15/15, the severance process started; a letter was mailed warning that the gas service was scheduled for disconnection on or after 07/29/16 unless $387.11 was paid.
  • On 07/24/15, a 96-Hour notice was mailed advising that payment still had not been made and unless $387.11 was paid on or before 07/29/15 the gas service would be disconnected.  The amount due was $817.38.
  • On 07/30/15, a bill was rendered reflecting an account balance of $1/208.70.
  • On 07/30/15, the gas was scheduled for disconnection; the order was erroneously entered as “completed” although the gas was not disconnected.  Since the order showed as “completed” the billing stopped.
  • On 08/13/15, a payment in the amount of $1,300.00 posted.
  • On 09/01/15, a final bill was rendered reflecting an account balance of ($78.73).
  • On 02/24/16, a service point order was created since the account showed the disconnection was completed but the service point shows connected and usage.
  • On 02/25/16, the gas service was disconnected.
  • On 02/25/16, Mr. **** contacted the Customer Service Department regarding the disconnection.  He advised the Representative that he had that account for over 10 years.  The Representative advised him that disconnection noticed had been mailed and payment was not until after the disconnection was noted was the reason the service was disconnected.  The reconnection was placed on the Emergency Board and the account was scheduled to be billed back to 07/30/15.

o   NOTE: The gas was not turned on due to leaks found.  The reconnection was rescheduled for 02/16/16.

  • On 02/26/15, the gas service was restored.
    On 02/29/16, Mr. **** contacted the Customer Service Department and spoke to a Supervisor about the gas service being disconnected.  She advised him that the account was scheduled to be disconnected on 07/30/15 for non-payment; although the gas was not turned off the account was erroneously closed was the reason the billing stopped.  The gas was being used from 07/30/15 to 02/25/16.  She explained that disconnection notices were mailed as well as a bill stating it was the final bill.
  • On 03/01/16, an adjusted bill for services used from 07/31/16 to current was rendered in the amount of $3,573.84.
  • On 03/21/16, a payment posted in the amount of $500.00.
  • On 03/29/16, a bill was rendered in the amount of $3681.91.
  • On 04/28/16, a bill was rendered reflecting an account balance of $4,064.15.
  • On 05/04/16, a payment in the amount of $497.85 posted.
  • 05/10/16, a payment in the amount of $308.00 posted; lowering the balance to $3,258.30.
  • On 05/12/16, a disconnection notice was mailed warning that the service was scheduled to be disconnected on or after 05/26/16 if $2,760.45 was not received.
  • On 05/18/16, Mr. *****_ contacted the Customer Service Department inquiring about payment arrangements.  The Representative advised him that when the service was restored the payment arrangements were not set up correctly is the reason for the disconnection notice; Mr. ***** was to pay his current charges of $497.85 by 05/26/16 to establish new arrangements of $306.72 for 9 months and the last month would be the remaining balance.
  • On 05/20/16, a payment in the amount of $497.85 posted to the account.
  • On 05/27/16, a bill was rendered in the amount of $3,115.39; the amount due was $661.66.
  • On 06/27/16, the payment arrangement cancelled since the $661.66 was not received.
  • On 06/28/16, a disconnection notice was mailed warning that the service was in threat of disconnection if $2,807.39 was not paid on or before 07/12/16.

·         On 07/07/16, a 96- Hour notice was mailed advising that the service was still in threat of disconnection if $2,807.39 was not paid.

·         On 07/21/16, Mr. **** called Customer Service regarding his gas service being disconnected.  The Representative advised him that notices had been sent. Mr. **** requested a copy of his May and June bill; the bills were e-mailed to him.

·         On 08/01/16, Mr. *****_ called Customer Service and requested to speak to a Supervisor he stated he has arrangements in July and his service was disconnected.

·         On 08/01/16, the call was transferred to a Supervisor, Mr. **** was upset stated he has been waiting for a Supervisor to call him for a few days and now his service was disconnected and now he is unable to prepare pizza.  The Supervisor apologized and advised him there was no request showing for a supervisor to call him.  Mr. *****_ made a $900.00 payment and the Supervisor agreed to place his account on the emergency board for a same day reconnection, as a customer service gesture she waived the $62.00 reconnection fee; the remaining balance of $1,585.25 was being placed on a 6 month payment arrangement.  The Supervisor listened to the call from 07/21/16 and advised Mr. ***** that he requested a copy of his May and June bill; the bills were sent and the May bill stated the arrangements were for $306.72 plus his current charges ($354.94) so he should have paid $661.00 by 06/06/16. As they were speaking the technician arrived to restore the service so the call ended.  The gas service was restored.

·         On 08/02/16, Mr. ***** filed a complaint with the BBB.

·         On 08/05/16, a payment in the amount of $340.80 posted.

·         On 08/10/16, a payment in the amount of $308.00 posted; lowering the balance to $936.45.

 

Mr. *****_ was properly advised by the Customer Service Department that the reason for the disconnection was due to non-payment; there were no system issues.  There is no record that his bills were returned to the Company. 

 

 

          DISTRIBUTION:  ** ** ********,

 

THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

                                                                                                                                                                      Page 2 of 2

8/3/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I moved from my apartment 9/14/2014, but billing continued until Dec 14 2014. I called Laclede to inform them the bill was incorrect and told them I can provide information from the leasing office that I was evicted from the premises and a new tenant moved in. They refuse to credit my account unless I can force whoever is responsible to call them and tell them they should be billed. It's not my job to find out who is responsible to for the bill but to prove I'm not responsible. They need to contact the leasing office themselves and tell them they need the tenants information or bill the leasing office since they are admitting I moved.

Desired Settlement: I would like my account credited for the charges that are not mine

Business Response:

                                                                                Laclede Gas Company

                                                                       Community Services Department

                                                                            Better Business Bureau

                                                                       CASD Investigator: **** ********

8/2/16

         ____________________________________________________________________________

          Customer Info:            Account ID: **********                                     Complaint ID: ********

                                                                                                                           Rate: GH Residential                         

      ___________________________________________________________________________

            Comments / Resolution:

 

Ms. ***** contacted the BBB and complained that she moved from her former residence on 9/14/14, but the Company continued to bill her through 12/14/14.  She called the Company to inform us that the bill was incorrect and also told us that she could provide information from the leasing office proving that she was evicted from premise and that a new tenant moved in but the Company is refusing to credit her account unless she can force whoever is responsible to call and assume the bill.  Ms. ***** stated that it is not her job to find out who is responsible but to prove that she is not responsible.  She feels that the Company should contact the Leasing Office to obtain the tenant’s information or bill the leasing office since they are admitting that I moved.

 

Investigation Results:

 

  • A review of the gas account records for Ms. *****’s former residence determined that although she “moved” from the property on 9/14/14, she did not contact the Company to stop the service in her name, thus, the gas service remained active until 12/1/14 until it was disconnected for non-payment.
  • On 12/16/14, a bill was rendered reflecting an accumulated balance due of $530.89.
  • On 1/2/15, a late fee of $7.04 was assessed on the unpaid bill bringing the balance due to $537.93.
  • On 5/1/15, Ms. ***** contacted the Customer Service Department and attempted to start service at **** ****; the CSR advised her that she would have to pay her final bill of $537.93 before the service would be turned on at her new address.  During this call, Ms. **** disputed that the billing period and claimed that she called to stop the service in September; the CSR explained there was no record of same and that she would remain responsible for the bill in its entirety unless the landlord or a new party called to assume the bill.
  • On 5/14/15, Ms. **** contacted the Customer Service Department regarding the bill and stated that her Landlord could verify her move out date was 9/26/14 and that we could call him; the CSR advised her that the Landlord would have to call us to assume responsibility of the bill. 
  • On 5/18/15, Ms. ***** contacted the Customer Service Department and the CSR noted that she advised her that there was no record of the Landlord calling to assume the bill, thus she remained responsible for the debt in its entirety. 
  • On 1/29/16, the bill was placed with an outside agency for further collection activity.
  • On 7/11/16, over a year later, Ms. ***** contacted the Customer Service regarding the bill and requested that a copy of same be faxed to ****** at ***** ********. 
  • On 7/29/16, Ms. ***** contacted the Customer Service Department and requested to speak to a Supervisor.  The Supervisor returned her call and noted that Ms. ***** had stated that because her service is on at the location where she is moving, she doesn't need 2make a payment towards her bad debt at 825 R_____, Ct Apt 102; therefore, she accused the Supervisor of giving her false information.  Ms. ***** also continued to dispute the bill and the Supervisor reiterated that our records indicate that she didn't call to stop service at *** ****** ** **** ***; therefore, another party needs to call to assume bill.  The Supervisor noted that Ms. *****_ stated that this was not her responsibility to make someone take responsibility and that she would have the apartment complex she was living at provide her move out date, as well as have the new property where she moved to provide proof of her move in date to the Company and then we can make someone else assume responsibility of the bill.  The Supervisor advised her that unfortunately this is not the way the situation is handled.  She reiterated that it is company policy to hold customers responsible for any gas used at the premise until a turn-off order is completed and thus no adjustments will be made unless the Landlord calls and assumes the bill for the gas used after she allegedly vacated the premise. 
  • Ms. ***** then stated she was not going to concern herself with that now and that she needs service at a new address; the Supervisor advised her that a portion of the bill will need to be paid before new service can be started in her name.  Later the same day, at 11:57 AM, Ms. ***** contacted the Customer Service Department and requested to speak to a Supervisor; a message was taken for a call back.  Prior to the Supervisor returning her call, Ms. ***** contacted the Customer Service Department and spoke with a CSR at 12:14 PM; the CSR reiterated that she is responsible for the charges on the account because she did not call to stop the service.  At 1:38 PM, the Supervisor returned her call and reiterated the above information to her; Ms. ***** replied that she will take the Company to court.

 

In summary, Ms. ***** has been correctly advised that she is responsible bill unless her former landlord calls and assumes the usage from September 2014 – December 2014.  Since Ms. *****_ has already been advised this information on numerous occasions and I can only reiterate the Company’s position as being unchanged, I did not contact her. 

 

 

Distribution:  ** ** ********, Better Business Bureau, File

           

THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

7/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Had gas leak in gas main on corner street near my house . My front yard was involved , Laclede took over a week to make repair to leaking gas , then failed to put yard back to condition before they tore up my yard. They did no grading and then threw down a little grass seed and straw. Very little grass grew , I complained and explained my yard is Zoysia grass and I wanted Zoysia grass . Weeks go by , they say they are waiting for sod to put down . On June 18 2016 , Laclede Gas puts Zoysia sod down without rolling it or watering it . It looked dead or dying the day they put it down . I have watered the sod everyday and it made no difference . The sod is still dead .

Desired Settlement: I want Zoysia sod that stays alive . If installed correctly , this is Zoysia growing season now.

Business Response:

Laclede Gas Company

                                                              Community Services Department

                                                                           Better Business Bureau

                                                                               Received: 07/12/16

                                                                CASD Investigator: ******** *******

Customer Info:           Account ID: **********                        Complaint ID: ******** Rate: GH Residential                          

Comments / Resolution:

 

Mr. ***** filed a complaint with the BBB stating that there was a gas leak on the corner near his house. His front yard was damaged when the leak was being repaired, the Company failed to put his yard back in the condition it was in before they tore it up.  He has Zoysia grass and Laclede Gas just put down grass seed and straw.  Mr. * **** complained and on 06/18/16 they put down Zoysia grass without rolling it or watering the grass, the grass looked dead and he has been watering the grass daily and it has not made a difference.

 

To resolve his complaint he wants Zoysia sod that will stay alive and installed correctly.

 

·         On 12/18/16, I forwarded Mr. *****_’s concerns to a Regional Customer Service Coordinator for review.

·         On 12/19/16, he advised me that that a Maintenance Administrator spoke to Ms. *****_ who advised him that she believes the matter had been resolved and the repairs had been completed to their satisfactory.  She advised him that if her husband had additional concerns she would have him call the Maintenance Administrator directly.

 

On 12/19/16, I left a message advising them of the above.  I left my direct call back number for them to call if they had additional questions or concerns.

 

                  

          DISTRIBUTION:  ** ** ********,

 

THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

                                                                                                                                                                      Page 1 of 1

7/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a letter from Laclede for a meter change. I called and set up an appt for 6/3/16. ***** ******* came out to replace the meter. He filled out a form that states “(NOT LEGIBLE) will not hold pressure before or after valving off appliances. While he was here he supposedly checked everything and could not find a leak. He said I should get a plumber, an electrician, or call Laclede. I called Laclede to set up the appt for 6/8/16 – 7:30 am to noon. By noon I had heard nothing so I called Laclede. A very efficient person, ******, got my call & she checked with a person to see what was going on. She had me on hold several times, informing me of what was going on. She said a person was assigned to come out but then another person was assigned & he would be here within 15 minutes. Mr. ******* was who came. Now this was at my expense so I thought if he couldn’t find it on 6/3/16 how could he find it on 6/8/16? My son was here to watch him on both times. On 6/8/16 he found it at the water heater which should have been found on 6/3/16 and it was found quickly. Mr. ******* came in with no bucket of tools. He went to his truck about 5 times for tools. I have steps to come up to get outside & Mr. ******* was not as a younger fellow would have been & he was slower. That took a total of at least 30 minutes. He did have to call someone toward the end of this trip to come here. I don’t know the reason. ***** or **** came and came in with I think 2 tool buckets. Total charge for 2.5 hours (labor and parts) $429.90. He came at 20 to 1 and was done by 3:10. Mr. ******* should have found the leak on the 1st trip. I know the first ½ hr charge is $97.20. I have been a Laclede Gas customer for 60 yrs at least. I am 84 & I am upset with the way this was handled & the charge. I have never been late on any of my payments to them. They should wish all their customers were the same.

Desired Settlement: Billing adjustment

Business Response:

Laclede Gas Company

                                                              Community Services Department

                                                                           Better Business Bureau

                                                                               Received: 07/12/16

                                                                CASD Investigator: ******** *******

Customer Info:           Account ID: **********                        Complaint ID: ******** Rate: GH Residential                          

Comments / Resolution:

 

Ms. ***** filed a complaint with the BBB stating that she received a letter from Laclede Gas requesting her to schedule an appointment for a meter change.   She scheduled the appointment for 06/03/16.   On 06/03/16 the technician arrived to change out the meter and stated there was a leak in the fuel run; he was unable to advise her exactly where the leak was but he advised her she could call Laclede gas to schedule service work, an electrician or a plumber. She contacted Laclede gas Customer Service and the appointment was scheduled for 06/08/16.  The technician that arrived was the same technician that came out to change the meter that advised her of the leak.

 

She feels that he was unable to locate the leak on 06/03/16 but now since it is service work he is able to locate the leak.  Ms. *****__ states that her son was present both times and watched over the technician.  The leak was found at the water heater.  The technician did not bring in his tools and had to leave the house several times and also called for assistance.  30 Minutes later she was charged for 2.5 hours $429.90; the technician was there from 12:40 to 3:10 Pm.  Ms. ***** believes the technician should have found the leak on 06/03/16 she has been a customer for 60 years and does not approve of how this was handled

 

To resolve her complaint she is requesting a billing adjustment.

 

Upon receipt of the complaint I forwarded Ms. *****_ concerns to a Foreman for investigation.  After reviewing the account the Foreman advised me the technician made several repairs to Ms. *****__’s fuel run. The job was time consuming and the charges are valid.  Ms. *****_ signed the receipt after the job was completed with no complaints.

 

On 06/08/16, a technician was dispatched to Ms. *****’s property for service work (repair fuel run).  Upon arrival he pressure rested the lines and repaired the leaks.  He tested the fuel run a second time and found more leaks that he also repaired; each time he tested the fuel run he had to walk from the basement to the meter outside.  Ms. *****’s son was there and removed ceiling tiles to try to help locate hidden fuel runs.  The foreman stated that majority of the repairs made consisted of taking the pipes apart, repairing them and putting them back together was the reason the technician called for assistance from another technician.

 

o   NOTE: On 07/18/16, Ms. *****_ paid off the charges for her service work.

 

On 07/22/16, I called Ms. ***** regarding her complaint filed to the BBB.  She refused to speak to me she stated she will wait to hear from the BBB.

                  

          DISTRIBUTION:  ** ** ********,

 

THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

                                                                                                                                                                      Page 1 of 1

7/21/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We have been paying for services and today, July 7, 2016, it is scheduled to be disconnected. I have called to confirm payments and have receipts, but I'm told there is a $500 balance.

Desired Settlement: I would like my service to continue and confirmation of payments.

Business Response:

                                                                                 Laclede Gas Company

                                                                          Community Services Department

                                                                              Better Business Bureau

                                                                          CASD Investigator: **** ********

____________________________________________________________________________

        Customer Info:                Account ID: **********                                   Complaint ID: ********

                                                                                                                                              Rate: GH Residential                                  

___________________________________________________________________________

   Comments / Resolution:

 

Mr. ****** contacted the BBB and stated the following:

 

·        He has been paying for service; however, he was scheduled for disconnection on 7/7/16.

·        He called to confirm his payments and he has his receipts but he was told he has a $500.00 balance.

 

To resolve his dispute, he wants the disconnection cancelled and his confirmation of his payments.

 

Investigation Details:

 

On 7/12/164/29/16, I contacted Mr. ****** and attempted to explain his account balance of $454.20 to him but he would not allow me to review his payment history; he kept interrupting me to state that there was no way his balance could be that high.  I advised him that I would prepare a statement of bills and payments for him for review as well as provide him with duplicate copies of his bills and after reviewing the information, he could call us back for clarification of the information and/or to establish payment arrangements.  In the meantime, I advised him that I would cancel the severance for now to allow time for him to receive and review the information.

 

Below is the billing and payment history for Mr. *****s’ account.

 

******* *****

 

 

 

**** ********** ***

 

 

 

TransDate

TransCode

Bills & Payments

Running Balance

07/05/16

PAYMENT

-$50.00

$454.20

06/29/16

BILL

$42.62

$504.20

05/27/16

BILL

$39.81

$461.58

05/11/16

PAYMENT

($50.00)

$421.77

04/28/16

BILL

$65.54

$471.77

04/04/16

PAYMENT

($116.00)

$406.23

03/29/16

BILL

$79.02

$522.23

02/26/16

BILL

$107.12

$443.21

02/25/16

PAYMENT

($10.00)

$336.09

02/25/16

PAYMENT

($170.00)

$346.09

02/08/16

PAYMENT

($60.00)

$516.09

01/28/16

BILL

$118.55

$576.09

01/26/16

PAYMENT

($40.64)

$457.54

01/01/16

PAYMENT

($278.00)

$498.18

12/30/15

BILL

$87.88

$776.18

11/30/15

BILL

$76.64

$688.30

10/29/15

BILL

$45.93

$611.66

09/30/15

BILL

$36.00

$565.73

08/28/15

BILL

$35.07

$529.73

07/30/15

BILL

$36.94

$494.66

07/27/15

PAYMENT

($69.15)

$457.72

06/29/15

BILL

$41.28

$526.87

06/25/15

PAYMENT

($68.22)

$485.59

06/01/15

PAYMENT

($67.00)

$553.81

05/28/15

BILL

$51.04

$620.81

04/29/15

BILL

$73.97

$569.77

04/14/15

PAYMENT

($68.00)

$495.80

03/30/15

BILL

$121.65

$563.80

03/13/15

PAYMENT

($110.00)

$442.15

02/26/15

BILL

$121.19

$552.15

02/17/15

PAYMENT

($25.00)

$430.96

02/12/15

PAYMENT

($75.00)

$455.96

01/29/15

BILL

$145.29

$530.96

12/30/14

BILL

$130.00

$385.67

11/26/14

BILL

$104.91

$255.67

10/29/14

BILL

$57.32

$150.76

09/29/14

BILL

$44.34

$93.44

08/28/14

TRANS DEBIT/CREDIT

$29.49

$49.10

08/28/14

BILL

$42.85

$19.61

08/25/14

SETTLEMENT

($742.80)

($23.24)

08/06/14

TRANS DEBIT/CREDIT

($29.49)

$719.56

07/31/14

SERVICE FEE

$6.25

$749.05

07/31/14

TRANS DEBIT/CREDIT

$742.80

$742.80

 

 

 

Distribution:  ** ** ********, Better Business Bureau, File

           

THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

7/20/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Laclede Gas billed me for a previous other charge of $75.00 on statement date 5/6/2016, I received another bill with late fees on statement date 6/8/2016. I have never had service with Laclede Gas before! How can I have an outstanding balance!

Desired Settlement: Credit the bogus $75.00 previous balance charge from the account!

Business Response: Laclede Gas Company

                                                              Community Services Department

                                                                           Better Business Bureau

                                                                               Received: 07/12/16

                                                                CASD Investigator: ******** *******

Customer Info:           Account ID: **********                       Complaint ID: ********   Rate: GH Residential                          

Comments / Resolution:

 

Ms. *****’s complaint filed with the BBB is concerning charges in the amount of $75.00.  He stated that he received a statement dated 05/06/16 that states the $75.00 were “previous other charges”.  On 06/08/16 he received another statement reflecting late fees and he is not sure how he had previous charges and he never had gas service with the Company.

 

To resolve his complaint he is requesting the charges be removed from his account.

 

Account Details:

 

·         On 04/08/16, Mr. ****** contacted Customer Service to request gas service at ** *********** *** be placed in his business name.  The Representative noted that she advised him of the $150.00 deposit and initiation fee $25.00.

·         On 04/11/16, a bill was rendered reflecting an amount due of $75.00 ($25.00 initiation fee and $75.00 deposit installment).

·         On 05/06/16, a bill was rendered reflecting an account balance of $161.36; current charges of $86.36 and the unpaid $75.00 from the 04/11/16 bill.

·         On 05/20/16, a payment in the amount of $73.86 posted to the account.

·         On 06/08/16, a bill was rendered reflecting an account balance of $166.66.

·         On 06/15/16, a payment in the amount of $160.41 posted.

·         On 07/08/16, a bill was rendered reflecting an account balance of $83.23. 

 

On 07/15/16, I left a detailed message for Mr. ****** advising him of my findings.  I left my call back number of 314-342-0674 for him to call me if he has additional questions or concerns

 

                  

          DISTRIBUTION:  ** ** ********,

 

THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

                                                                                                                                                                      Page 1 of 1

7/18/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Last month my bill had an item indicating Other Charges - $259.91. I asked about the charge and was told it was from a previous address 8 or 9 years ago. I received pledges from ******** ****** ******* for $140 and *** ******* ** ***** for $100. Neither was applied to my bill. Two days ago I received another bill with Other Charges - $547.20. Now, I received a bill for $1033.55 indicating I need to pay $407 to avoid disconnection. I received 4 separate bills June 14, 2016 with one indicating you need $727.70 by June 24th to avoid disconnection. However, services were shut off off June 16th.

Desired Settlement: I would like the pledges credited to my account, the Other Charges from 9 years ago removed and my service restored. 

Business Response: Tell us why here...

Laclede Gas Company

                                                       Community Services Department

                                                           Better Business Bureau

                                                     CASD Investigator: ******** *******

____________________________________________________________________________

       Customer Info:         Account ID: **********                Complaint ID: ********                                                                                                                                    Rate: GH Residential       

___________________________________________________________________________

Comments / Resolution:

 

Ms. ********s (Ms. ****** complaint filed with the Better Business Bureau is concerning transferred balance in the amount of $259.91 from *** ****** *** that has been in her family for 23 years.  Another debt in the amount of $547.20 transferred increasing her balance to $1,033.55; the Company is requesting her to pay $407.20 to avoid disconnection. Ms. ******* states she received a pledge from ******** ****** ******* for $140.00 and *********** ** ***** for $100.00 but her gas service was still disconnected on 06/16/16.

 

To resolve her complaint, Ms. ****** is requesting credit for her pledges, the transferred charges be reversed and her service restored.

 

Upon reviewing the account I found that Ms. ****** filed a complaint with the BBB and MPSC regarding the same.  This matter has been addressed and explained in detail to Ms. *******. 

 

Investigation Results:

 

My investigation of Ms. *****’s complaint revealed the following:

 

Upon receipt of the complaint I found that the transferred balance was from an account that was in Ms. *****’s name from 11/07; the gas service was disconnected in 2008; the debt remained unpaid.  I reviewed the archives and the debt as well as the transferred balance in 2008 and the amount is $796.92.  I questioned the Representative that transferred part of the debt ($256.53) and she advised me that she transferred $256.53 erroneously because the system did reflect $796.92.  I have requested that the full amount be transferred since it is an unpaid debt for gas that was used by Ms. *****.  I reached out to CAASTLC to see if Ms. ***** qualifies for assistance.

 

(**** ****** ***)

 

On 11/07/07, gas service was established for Ms. *****.

On 04/30/08, Ms. *****_ contacted the Customer service Department inquiring about the amount needed to avoid disconnection.

On 05/13/08, the gas service was disconnected for non-payment ($726.24).

On 05/19/08, a final bill was rendered in the amount of $796.92.

On 05/30/08, Ms. *****_ inquired about the amount needed for reconnection.

On 07/02/08, the account was forwarded to an outside collection agency.

On 07/05/08, Ms. *****_ contacted the Customer Service Department stating she was moving.  The Representative advised her that the gas had been off since 05/13/08.

 

(*** ******** ****

 

o    NOTE: On 12/09/92, gas service was established for ***** ****** (mother).

 

·         On 06/17/15, the gas service was disconnected for non-payment.

·         On 06/18/15, a final bill was rendered in the amount of $283.53.

·         On 07/02/15, a late fee in the amount of $4.11 was assessed increasing the balance to $287.64.

·         On 07/27/15, a payment in the amount posted lowering the balance to $237.64.

·         On 08/28/15, a Ms. ******* made a payment in the amount of $237.64; she requested the gas service be placed in her name since her mother had Alzheimer’s.

·         On 08/29/15, gas service at *** ****** **. was established for Ms. *****_ erroneously a un paid debt in the amount of $796.92 from an account that closed in 2008 from **** ******** Dr. did not transfer to her active account at *** ****** **.

·         On 04/07/16, an agency called in to inquire about the amount needed to avoid disconnection.  The Representative entered Ms. *****_ social security number and the account with the unpaid debt also pulled up.  The Representative noted that she was transferring the write off debt and transferred $256.53.

·         On 04/18/16, Ms. ***** contacted the Customer Service Department disputing the transferred debt. Ms. ***** advised the Representative that there was a group of people at **** ****** stealing gas.  The Representative advised her to file a police report.  Ms. ***** requested to speak to a Supervisor.

·         On 04/25/16 Ms. *****_ called the Customer Service Department disputing the charges.  The Representative advised her that the account was in her name, Ms. *****_ stated that the neighbors also stole her electric and cable.  The Representative advised her to file a police report.

·         On 05/09/16, Ms. ***** filed a complaint with the BBB.

·         On 05/13/16, I left a detailed message for Ms. *****_ and explained the above information to her in detail.  I explained that the amount that should have transferred was $796.62 and not $256.53; I have reached out to ********* ****** ****** to see if Ms. ******* is eligible for assistance; if she is not eligible we can establish long term arrangements.

·         On 05/18/16, ********* ****** ****** was unable to assist since she was not in threat of disconnection at that time.

·         On 05/18/16, the remaining $540.39 transferred.

·         On 05/31/16, the severance process was started on the account; a notice was mailed warning that the service would disconnected unless a minimum payment of $407.70 was received on or by 06/14/16; the amount due was $994.17.

·         On 06/09/16, a bill was rendered reflecting an account balance of $1,033.55.  The bill warned Ms. ***** that her account was in threat of disconnection.

·         On 06/09/16, a 96-Hour notice was mailed warning that the service was still in threat of being disconnected for non-payment.

·         On 06/13/16, Ms. *****_ contacted the Customer Service Department inquiring about her account balance of $1,033.55.  Ms. ***** advised the Representative that her neighbors were stealing gas was the reason for her high balance; she requested that the Representative send someone out to verify the diversion from 2008.  The Representative advised her that she was unable to send someone out to investigate diversion from 2008.  The Representative advised her that she needed to pay $407.70 to stop the disconnection.  Ms. ***** advised the Representative she could pay $100.00; the Representative advised her that if the service was disconnected she would need $583.16 ($252.79 gas + $150.00 reconnection fee + $62.00 reconnection fee) Ms. ***** disconnected the call. She should have been quoted $1,038.84 ($826.84 gas + $150.00 deposit + $62.00 reconnection fee).

o    Note: since she was quoted incorrect information, she can pay $583.16 to restore her service.

·         On 06/14/16, Ms. ***** contacted the Customer Service Department regarding charges that transferred from her previous address of **** *****.  The Representative advised her charges were unpaid so when she started new service the debt transferred.  The Representative attempted to explain the amount needed to stop the disconnection but Ms. ***** disconnected the call.     

·         On 06/16/16, the gas service was disconnected for non-payment.

·         On 06/17/16, Ms. ******* filed a complaint with the Missouri Public Service Commission.

o    Note: Effective 4/1/16, the Company started requiring all customers to pay 80% of their bill, as well as a flat $150.00 security deposit and $62.00 reconnection fee in advance to prior to restoring service.  The remaining 20% of the gas charges are due with the first bill rendered after the service is reconnected.

 

·         On 06/20/16, I called Ms. ***** and explained the above findings to her.  I apologized that the full unpaid balance from **** ***** did not transfer properly; I explained that this information was provided in 05/2016 when she filed a complaint with the BBB.   Ms. *****_ questioned her pledge payments not posting to her account.  I advised her that $140.30 from ******** ****** ******** posted on 04/25/16 (last payment made on the account) and ******** **** ****** ** ***** had not paid the $100.00 pledge.  I referred her back to that agency to inquire about when payment would be made.  Ms. ***** was upset with the information; she thanked me for calling her and disconnected the call.

 

 

 

Distribution:  ** ** ********, Better Business Bureau, File

 

THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

7/18/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Over bill the account $75.00 for a previous balance.

Desired Settlement: Credit our account $75.00 and invoice the actual customer who had the previous balance.

Business Response: Laclede Gas Company

                                                              Community Services Department

                                                                           Better Business Bureau

                                                                               Received: 07/12/16

                                                                CASD Investigator: ******** *******

Customer Info:           Account ID: **********                        Complaint ID: ********   Rate: GH Residential                          

Comments / Resolution:

 

Ms. *****’s complaint filed with the BBB is concerning charges in the amount of $75.00.  He stated that he received a statement dated 05/06/16 that states the $75.00 were “previous other charges”.  On 06/08/16 he received another statement reflecting late fees and he is not sure how he had previous charges and he never had gas service with the Company.

 

To resolve his complaint he is requesting the charges be removed from his account.

 

Account Details:

 

·         On 04/08/16, Mr. *****_ contacted Customer Service to request gas service at ** *********** **. be placed in his business name.  The Representative noted that she advised him of the $150.00 deposit and initiation fee $25.00.

·         On 04/11/16, a bill was rendered reflecting an amount due of $75.00 ($25.00 initiation fee and $75.00 deposit installment).

·         On 05/06/16, a bill was rendered reflecting an account balance of $161.36; current charges of $86.36 and the unpaid $75.00 from the 04/11/16 bill.

·         On 05/20/16, a payment in the amount of $73.86 posted to the account.

·         On 06/08/16, a bill was rendered reflecting an account balance of $166.66.

·         On 06/15/16, a payment in the amount of $160.41 posted.

·         On 07/08/16, a bill was rendered reflecting an account balance of $83.23. 

 

On 07/15/16, I left a detailed message for Mr. *****_ advising him of my findings.  I left my call back number of 314-342-0674 for him to call me if he has additional questions or concerns

 

                  

          DISTRIBUTION:  ** ** ********,

 

THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

                        Page 1 of 1

7/18/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My boyfriend and I are renting a house that my sister previously lived in. She had a balance and the service was disconnected. We moved in and are unable to receive service because of her balance. If she does not live here currently then we should have every right to obtain has service. We have talked to several representatives and everyone has a different answer.

Desired Settlement: There is no reason that we should not be serviced if we are living at an address due to a previous tenant.

Business Response: Laclede Gas Company

                                                              Community Services Department

                                                                           Better Business Bureau

                                                                               Received: 07/12/16

                                                                CASD Investigator: ******** *******

Customer Info:           Account ID: **********                      Complaint ID: ******** Rate: GH Residential                          

Comments / Resolution:

 

Ms. ***** *****’s filed a complaint with the BBB stating that she is renting a house at *** ***** that he sister previously lived in.  The gas service was disconnected for non-payment and she is unable to put service in her name until her sisters bill is paid   She spoke to several Customer Service Representatives and is receiving different information on why she is unable to obtain gas service.

 

To resolve her complaint she wants to establish gas service.

 

This matter was resolved on 06/03/16 after Ms. **** *****_ (sister) spoke to a Customer Service Supervisor.  He noted that he spoke Ms. ****_***** and advised her that he would approve gas service for ****** ****** (boyfriend).  He advised her that to avoid collection activity her debt needed to be paid within 40 days; she advised the Supervisor she would pay in 2 weeks.

 

Account Details:

 

·         On 06/02/16, ****_ *****_’s gas service was disconnected for non-payment.

·         On 06/02/16, Ms. ****_ ***** contacted the Customer Service Department to inquire about the amount needed to restore the service.  The Representative advised her $390.00.

·         Later on 06/02/16, Ms. ****_ ***** called again and advised the Representative that her gas bills are paid every month.  The Representative advised her that the last payment was made on 03/04/16.  Ms. ****_ **** was upset and requested to speak to a Supervisor.  The Supervisor reiterated that $390.00 was needed to restore her service.

·         On 06/03/16, ****** ***** called to start service in his name.  Reviewing the account the Representative found that he is ***** *****_ or ****_ *****’s boyfriend and possibly already resided there so due to benefit of service he was required to provide proof that he was just moving in and proof of his previous address.  Mr. ****** became irate and ended the call.

·         Later on 06/03/16, ****_ ***** called in and spoke to a Supervisor and agreed that since a paid deposit would credit towards her balance that when ***** ***** calls back he could establish gas service.

·         On 06/07/16, gas service was established for ****** *****.

 

                  

          DISTRIBUTION:  ** ** *********

 

THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

                                                                                                                                                                      Page 1 of 1

6/14/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been trying to get Gas service at a new house since Jan 2016 - We paid over $1000 to get this service run and to this day have had zero luck getting it run .. We have been getting the run around from ******** ***** - ************ - everything from the original that it would be installed in two weeks .. to 'they only have one welder' to they need to bore under Highway Z and they need to rent a boring machine - to 2 weeks ago they a contractor was meeting them out there .. I have a log of all the phone calls made and the little replies from Jennifer .. with the last contractor was meeting at our location to me leaving 5 messages and my better half as well to getting not one single reply in the past two weeks .. I have documented my phone conversations with them .. each and every one of them

Desired Settlement: I want a guarantee in writing within 3 days, that the job will be completed in 5 days, a refund of the close to $1100.00 for making us wait and put us through this

Business Response:

                                                                                  Laclede Gas Company

                                                                           Community Services Department

                                                                               Better Business Bureau

                                                                          CASD Investigator: **** ********

____________________________________________________________________________

        Customer Info:                 Account ID: **********                                         Complaint ID: ********

                                                                                                                                              Rate: GH Residential                                  

___________________________________________________________________________

   Comments / Resolution:

 

Mr. ***** contacted the BBB and complained of the following:

·        He has been trying to obtain gas service at a new home since January 2016.

·        He paid over $1,000.00 to have the service installed but to date, they are still without service.

·        He’s been getting the run around and/or excuses from the sale person, i.e., it will be installed in 2 weeks, they only have 1 welder, they have to bore under Highway Z, etc.

·        He has documented numerous attempts to reach the Sales Representative and/or Contractor; neither of them replied.

 

To resolve his complaint, he wants a written guarantee that the job will be completed in 5 days plus a refund of the close to $1,100 for making them wait and putting them through this situation.

 

Investigation Results:

 

Mr. *****s’ complaint was referred to the Manager of Residential Sales for review and disposition and the findings are below: 

 

·        The Manager confirmed that the Sales Representative has been working with Mr. *****s for several months, dating back to January 2016. 

·        Originally the project was submitted as a designed service and because it was believed that it would be a normal job, he was quoted the standard cost of $1,065.00.  

·        Mr. *****s signed the agreement and we paid the quoted price of $1,065.00.  After the job was released to operations it was determined that the bore under the highway would be difficult and expensive due to solid rock.  Operations also stated that they did not have the equipment to handle the bore. 

·        The job was subsequently re-estimated and the costs were considerably higher; however, the Manager stated that he approved the installation for the agreed upon and paid amount of $1,065.00. 

·        The Construction & Maintenance (C&M) had been trying to obtain the equipment needed and recently rented the equipment at a much lower cost than originally expected.

·        The job was started during the week of 6/7/16 and he crew will remain on the job until the order is completed.

 

Note:  Per the Manager, this is not typical of the time it takes to install new service; however, this was not a typical job.  He also noted that as this is a conversion, not new construction so Mr. *****s was not without his functioning electrical appliances.

 

 

 

Distribution:  ** ** ********, Better Business Bureau, File

           

THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Consumer Response: 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,

**** *****

6/1/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I sent a money order by accident to Laclede Gas for $100.00 on April 29. I meant to send it to ****** MO and the money order was made out to ******. ****** mailed me back the money order for Laclede. I then realized I put the wrong money orders in the envelopes. I called Laclede on 5/25/16 about this and the girl I talked to said they had already put the money in the account. How can that be when it was made out to ******? She then said she needed my receipt number for my money order. She must've lied because why would she need my receipt number. I gave her my account information and she pulled it up and said the money had been put in my account. Then she said I owed 200 and something dollars, but the bill was only about $135.

Desired Settlement: I want them to return my money order and want to see my account balance at this time.

Business Response:

                                                                                 Laclede Gas Company

                                                                          Community Services Department

                                                                              Better Business Bureau

                                                                          CASD Investigator: **** ********

____________________________________________________________________________

        Customer Info:                Account ID: 1997721865                                          Complaint ID: ********

                                                                                                                                              Rate: GH Residential                                  

___________________________________________________________________________

   Comments / Resolution:

Ms. ***** contacted the BBB and complained that on 4/29/16, she mailed a money order in the amount of $100.00 intended for ****** MO to Laclede and mailed the payment intended for Laclede to ****** by mistake.  Ms. ***** stated that she realized her mistake and called the Company about this on 5/25/16 and the Customer Service Representative (CSR) whom she spoke to advised her that the money had already been applied to her account.  She is questioning how this could have occurred if the payment was made out to ******.  She also believes the CSR lied because why would she need her receipt number?  Ms. ***** stated that she gas the CSR her account information and the CSR pulled up her information and advised her that the money was applied to her account.  She claimed she was told that she owed around $200.00 but her bill is around $135.00.

To resolve her complaint, Ms. ***** wants her money order returned and wants to know her account balance. 

Investigation Results:

My investigation of Ms. *****’s complaint revealed the following:

·        On 3/1/16, the gas service was started at **** ******* in Ms. *****’s name.

·        At the time the service was started, she transferred in a balance of $106.11 from *** *****___.

·        On 3/18/16, a bill was rendered reflecting a total balance due of $168.71, which included a $25.00 service initiation fee, to be billed in four installments of $6.25.  The previous balance at *** *****_ was $256.11, less a payment of $203.00, balance due $53.11.  The final bill for *** ***** was $44.14 (service dates 2/21/16 – 3/2/16), balance due for *** ***** was $97.25.  The current charges for **** ***** was $46.46 + $6.25 service initiation fee, bringing the total due to $149.96.  The payment was due by 4/4/16; the delinquent date was 4/11/16.

·        On 4/4/16, a $100.00 payment was posted to the account, leaving a balance due of $68.71.

·        On 4/19/16, a bill was rendered for current charges in the amount of $79.12, total balance $147.83, the amount due was $135.33.  The due date for the payment was 5/4/16; the delinquent date was 5/11/16.

·        On 5/18/16, a bill was rendered for current charges in the amount of $56.17, total balance $204.00, the amount due is $197.75 by 6/2/16; the delinquent date is 6/9/16.

·        On 5/25/16, Ms. ***** contacted the Customer Service Department regarding her account and the notations made by the CSR contradict the allegations made in her complaint.  The CSR noted that she advised Ms. ***** that there was no record of a $100.00 payment being received, which she indicates was mailed around 4/29/16.  The CSR explained that if we received the payment made out to ****** we would have forwarded the payment.  The CSR advised Ms. ***** to check with ****** to verify if the payment was forwarded.  The CSR noted that when she attempted to obtain additional information to submit to the Cashier Department to research if we had received the money order, Ms. *****_ started yelling, use profanity towards her and hung up the phone.

On 5/31/16, I placed a call to ****** and explained the above information to a Supervisor and asked if they could confirm if a $100.00 payment was posted to the account around this time frame; the Supervisor confirmed that a $100.00 payment was posted on 5/6/16.  I then made an unsuccessful attempt to reach Ms. ***** to review the above information with her.  I left her a detailed message advising that ****** confirmed receipt of a payment of $100.00 on her account on 5/6/16.  I also advised her that as of 5/31/16, her gas account balance is $197.75 and that copies of the bills rendered on the account since being turned on at this address would be mailed to her for her records.  I left my call back number for her to call me back if she has any additional questions.  Ms. ***** returned my call after work hours and acknowledged that she received my message; however, she requested that I call her back to discuss her complaint further, specifically, the manner in which the CSR handled her call.

On 6/1/16, I telephoned Ms. ***** as requested but again there was no answer, left another message for her return my call.   When she calls back, I will review the above information with her and address any other areas of concern.

Distribution:  ** ** ********, Better Business Bureau, File

           

THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

5/31/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We received a notice from lacked stating an overdue balance and that pmt needed to be made no later than 5/18. I made a pmt through their phone system on 5/18, however they disconnected our service the next day, thursday 5/19. I didn't discover they had done that until early that evening and therefore contacted laclede on Friday morning to inquire. The rep said no pmt had been received and that they were going to charge me a 150.00 plus another 60.00. She also stated that it couldn't be reconnected until Monday. I informed her that it wasn't acceptable and I would like to speak to a supervisor. She said she would request one to call me but indicated it wouldn't be until later in the day and they would just tell me the same thing. It is terrible that they could disconnect and not reconnect the same business day, even after you pay this enormous sum of money to them. We are a family of six, and to leave a home without that utility for a weekend is unacceptable

Business Response:

Laclede Gas Company

                                                       Community Services Department

                                                           Better Business Bureau

                                                     CASD Investigator: ******** *******

____________________________________________________________________________

       Customer Info:         Account ID: **********                        Complaint ID: ********

                                                                                                                  Rate: GH Residential     

___________________________________________________________________________

   Comments / Resolution:

·         Mr. ******* filed a complaint with the Better Business Bureau stating the following:

·         He received an overdue notice advising him that payment was needed no later than 05/18/16.

·         On 05/18/16, he made a payment through the automated phone system.

·         On 05/19/16, his gas service was disconnected for non-payment.

·         On 05/20/16, he contacted the Company inquiring about the disconnection; a Customer Service Representative advised him there was no record of his payment and to restore his gas service he needed to pay a $150.00 deposit and a $62.00 reconnection fee.  Mr. ****** requested to speak to a Supervisor and was advised that the Supervisor would advise him the same.   He has a family of 6 and is upset that after payment was made his reconnection could not be placed on the schedule for the same day. 

To resolve his complaint, Mr. ***** wants his service restored.

Investigation Results:

My investigation of Mr. *****’s complaint revealed the following:

·         On 05/04/16, a notice was mailed to Mr. ***** advising him to pay a minimum of $234.41 on or before 05/18/16 to avoid disconnection of his gas service.  The account balance was $325.52.

·         On 05/13/16, a 96-Hour notice was mailed warning that the service was still in threat of being disconnected.

  • NOTE: There is no record of a payment being made prior to the disconnection of the gas service.

·         On 05/19/16, the gas service was disconnected for non-payment.

·         On 05/20/16, Mr. ***** contacted the Customer Service Department inquiring about the disconnection.  The Representative advised him to pay $461.74 to restore his service which included the $150.00 deposit and the $62.00 reconnection fee.  The payment was made and the next available date for reconnection was 05/23/16 due to the technicians in the Festus area work emergencies calls only on weekends.

  • NOTE:  Effective 4/1/16, the Company’s policy for reconnection of the gas service due to disconnection for non-payment was changed.  All customers who fall into this category must pay 80% of their gas bill, along with an advance security deposit of $150.00 and a $62.00 reconnection fee to have their gas restored.  As Ms. ******* was correctly advised of the amount needed to restore her service by a CSR and a Supervisor in the Customer Service Department, I did not contact her as there is no other payment arrangement that I can offer her.

   

I did not call Mr. ****** since he was properly advised by a Customer Service Representative and Supervisor.  There is no record of payment being made prior to his gas service being disconnected nor did he provide proof of payment being made.  Mr. *****’s service was restored today 05/23/16.

Distribution:  ** ** ********, Better Business Bureau, File

         

THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

5/27/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: When I received my bill for the 3/9/16-4/7/16 billing period I noticed an extra $259.91 charge. My family and I have lived at the same address, *** ***** *****, for 23 years. The bill was first in my mother's name but was transferred over to my name. There is no explanation for the $259.91 charge and under other charges it shows 2 transfers, one for $192.78 and the other $63.75.

Desired Settlement: I would like for Laclede Gas to take off the $259.91 charge on my bill.

Business Response:

Laclede Gas Company

                                                       Community Services Department

                                                           Better Business Bureau

                                                     CASD Investigator: ******** *******

____________________________________________________________________________

       Customer Info:         Account ID: **********                          Complaint ID: ********

                                                                                                                  Rate: GH Residential     

___________________________________________________________________________

Comments / Resolution:

Ms. *******’s complaint filed with the Better Business Bureau is concerning transferred balance in the amount of $259.91.  *** ****** *** has been a family resident for 23 years.  The balance in question was in her mother’s name and the Company transferred it into her name.  Ms. ****** stated that the transfer reflects a balance of $192.78 and $63.75 and no one can give her an explanation.

To resolve her complaint, Ms. ****** is requesting the charges be reversed.

Investigation Results:

My investigation of Ms. *****’s complaint revealed the following:

Upon receipt of the complaint I found that the transferred balance was from an account that was in Ms. *****’s name from 11/07; the gas service was disconnected in 2008; the debt remained unpaid.  I reviewed the archives and the debt as well as the transferred balance in 2008 and the amount is $796.92.  I questioned the Representative that transferred part of the debt ($256.53) and she advised me that she transferred $256.53 erroneously because the system did reflect $796.92.  I have requested that the full amount be transferred since it is an unpaid debt for gas that was used by Ms. *****.  I reached out to ******* to see if Ms. ***** qualifies for assistance.

(**** ****** ***)

On 11/07/07, gas service was established for Ms. *****.

On 04/30/08, Ms. ****** contacted the Customer service Department inquiring about the amount needed to avoid disconnection.

On 05/13/08, the gas service was disconnected for non-payment ($726.24).

On 05/19/08, a final bill was rendered in the amount of $796.92.

On 05/30/08, Ms. ****** inquired about the amount needed for reconnection.

On 07/02/08, the account was forwarded to an outside collection agency.

On 07/05/08, Ms. ****** contacted the Customer Service Department stating she was moving.  The Representative advised her that the gas had been off since 05/13/08.

 

(*** ******** **.)

o   NOTE: On 12/09/92, gas service was established for ***** ****** (mother).

  • On 06/17/15, the gas service was disconnected for non-payment.
  • On 06/18/15, a final bill was rendered in the amount of $283.53.
  • On 07/02/15, a late fee in the amount of $4.11 was assessed increasing the balance to $287.64.

·         On 07/27/15, a payment in the amount posted lowering the balance to $237.64.

·         On 08/28/15, a Ms. ******* made a payment in the amount of $237.64; she requested the gas service be placed in her name since her mother had Alzheimer’s.

·         On 08/29/15, gas service at *** ****** *** was established for Ms. ****** erroneously a un paid debt in the amount of $796.92 from an account that closed in 2008 from **** ******** Dr. did not transfer to her active account at *** ****** ***

·         On 04/07/16, an agency called in to inquire about the amount needed to avoid disconnection.  The Representative entered Ms. ****** social security number and the account with the unpaid debt also pulled up.  The Representative noted that she was transferring the write off debt and transferred $256.53.

·         On 04/18/16, Ms. ***** contacted the Customer Service Department disputing the transferred debt. Ms. ***** advised the Representative that there was a group of people at **** ****** stealing gas.  The Representative advised her to file a police report.  Ms. ***** requested to speak to a Supervisor.

·         On 04/25/16 Ms. ****** called the Customer Service Department disputing the charges.  The Representative advised her that the account was in her name, Ms. ****** stated that the neighbors also stole her electric and cable.  The Representative advised her to file a police report.

·         On 05/09/16, Ms. ***** filed a complaint with the BBB.      

On 03/03/16, I left a detailed message for Ms. ****** and explained the above information to her in detail.  I explained that the amount that should have transferred was $796.62 and not $256.53; I have reached out to Community Action Agency to see if Ms. ******* is eligible for assistance; if she is not eligible we can establish long term arrangements.  I left my contact number of 314-342-0674 for her to call me to discuss the debt further.

Distribution:  ** ** ********, Better Business Bureau, File

THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

5/25/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called to restart gas services was told I had old bill from 2003 three that was not paid. I said I paid it with agency help and cash. I explained how could I have service on **** ********* in 2012 if I did not pay bills from 2003 on ******/????. Person male was rude and was like doesn't matter how old you must pay. He didn't get it all balance was ppaid before I could have this service account number. Want a credit and to start service without being overcharged.

Desired Settlement: Money back now

Business Response:

                                                                  Laclede Gas Company

                                                           Community Services Department

                                                               Better Business Bureau

                                                          CASD Investigator: **** ********

_______________________________________________________________________________

       Customer Info:           Account ID: **********                           Complaint ID: 11448935

                                                                                                                   Rate: GH Residential                        

_______________________________________________________________________________

  

Comments / Resolution:

Ms. ***** contacted the BBB and stated that when she called the Company to restart her gas service, she was told that she had a bill from 2003 that was not paid.  Ms. *****_ disputed the information and stated the bill was paid with cash and agency help.  She also questioned if she owed a bill, how was she able to obtain service in 2012 at an address at **** *******.  Ms. *****_ also accused the “male” Customer Service Representative (CSR) of rudeness and claimed he advised her that it doesn’t matter how old be the bill is she must pay it.

To resolve her complaint Ms. *****__ wants a credit and to start service without being overcharged.

Investigation Results:

My investigation of Ms. *****__’s complaint revealed the following:

Ms. *****__ has an unpaid debt of $326.33 from her former address at **** *******, service dates 10/1/01 – 8/29/03; the debt was written off to outside collection agency on 3/4/04.

Note:  There is no record that the debt was ever paid.

The investigation also confirmed that Ms. *****_ did have gas service at **** *******; she resided at this address from 10/31/08 – 12/2/12.  During the time her service was active at this address, the Company failed to transfer the debt to her active gas account.

On 4/20/16, Ms. *****_ contacted the Customer Service Department and attempted to start service at 3912 R____; however, the Customer Service Representative (CSR) discovered the debt and advised her that she before we could start service, he would have to pay $411.00 (80% of the final bill, plus an advance security deposit of $150.00 and a $62.00 reconnection fee).  Ms. *****__ disputed the bill stating that she had paid and/or received pledges to pay off the debt.  The CSR referred her complaint to Customer Support Services for further investigation of the debt.

On 5/18/16, Customer Support Representative contacted her and advised that per Company records, the $326.33 bill was never paid.  The CSR noted that Ms. *****_ became upset, said thank you and disconnected the call.

On 5/24/16, I referred Ms. *****_’s complaint to the Collection Department for further investigation and response and per the Supervisor, it has been determined that due to the age of the debt, as well as the fact that the Company failed to transfer the unpaid balance to her active account after she received Energy Assistance, the Company will no longer pursue the debt. 

In summary, Ms. *****_ will not be required to pay the debt; however, she will be billed a $150.00 security deposit, of which, $75.00 was already paid on 5/6/16, as well as a $62.00 reconnection fee once the service is restored.  On 5/24/16, Ms. *****__ was contacted and advised of the resolution to her complaint.  A turn-on order was scheduled for 5/25/2016, PM, for her at ** * *******.  Ms. *****__ understood the information and was satisfied with the resolution of her complaint. 

Distribution:  ** ** ********, Better Business Bureau, File

         

THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Consumer Response: 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. Still did not address the rudeness. Thankful for decision 

Sincerely,

******* ******

5/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had my service disconnected on 5/16, which I thought was odd because I received a bill that wasn't even due yet. I contacted to speak about payment arrangements multiple times before that but no luck. I had a bill that was due on May 20 for $286. I called and asked why it was turned off, I was told that there was a past due balance of $125 and that they sent a letter. I never received a letter. The $286 included the late fee. On 5/16 I asked for the manager and they said they would call me within 24-48 hours. I would have to pay a reconnection fee as well as the bill. I was told 150 deposit in addition to the reconnection fee and the 80% of the bill. If I don’t pay my payments on time every month they keep my deposit. I was never notified of this either. I paid the bill on 5/17 for $441.76. I looked at my account and on 5/17 and it was withdrawn from my account. I called first thing in the morning, they said they don’t have it right now and that payments post at midnight. They said they couldn’t come out until 5/18 to turn it back on since they haven’t received my payment. I called 5/18 at 8AM to make sure they received payment they said yes. I asked when they were coming out, they said not till tomorrow. They said because I didn’t call and schedule them to come out and now they won’t come out till 5/19. I have been on the phone for hours with this company. I have been told multiple things and no one is working with me or giving me answers. I've been hung up on, basically told they can't spend any more time talking to me. This is the worst customer service.

Desired Settlement: I would like someone from the corporate office to give me a call so I can explain my situation since no one from the local office can help me. I want my service turned on and my deposit back.

Business Response:

Laclede Gas Company

                                                       Community Services Department

                                                           Better Business Bureau

                                                     CASD Investigator: ******** *******

____________________________________________________________________________

       Customer Info:         Account ID: **********                          Complaint ID: ********

                                                                                                                  Rate: GH Residential     

___________________________________________________________________________

   Comments / Resolution:

Ms. ****** filed a complaint with the Better Business Bureau stating that her service was disconnected on 5/16/16; which she thought was odd because she received a bill that wasn't even due yet. Ms. ****** contacted the Customer Service Department multiple times inquiring about payment arrangements but the Company did not work with her.  She received a bill that was due 05/20/16 for $286.00; she called and asked why her gas was disconnected and the bill states she is not due until 058/20/16.  She was advised by a Representative that a letter and requested to speak to a manager and was told she would receive a call back in 24-48 hours.

On 05/17/16, she paid $441.76 and the money was withdrawn from her account the same day. When she called on 05/18/16, she was advised that there was no record of her payment.  She was told that the Company would not come out until 05/18/16 since there was no record of the payment.  Ms. ****** called on 05/18/16 and was advised that the payment posted and the next available date would be 05/19/16.  She states she has been on the phone for hours; she has been hung up hung up on, basically told they can't spend any more time talking to me. This is the worst customer service.

To resolve her complaint, Ms. **** is requesting an explanation.

Investigation Results:

My investigation of Mr. *****’s complaint revealed the following:

·         On 04/12/16, Ms. ******_’s budget cancelled due to irregular payments.

·         On 04/25/16, Ms. ****_ contacted the Customer Service Department inquiring about her account.  The Representative advised her that her account balance was $337.62 and she was past due $211.84.

·         On 04/28/16, a payment in the amount of $100.00 posted.

·         On 04/28/16, a notice was mailed to Ms. ****_ advising her to pay $125.09 on or before 05/12/16 to avoid interruption of her gas service.

·         On 05/09/16, a 96-Hour notice was mailed warning that the service was still in threat of being disconnected if $125.09 was not paid by 05/12/16.

·         On 05/16/16, the gas service was disconnected for non-payment.

·         On 05/16/16, Ms. ******__ contacted the Customer Service Department inquiring about the amount needed to restore her service.  The Representative advised her to pay $441.17 which is 80% of her gas balance, $150.00 deposit and $62.00 reconnection fee.

·         On 05/16/16, Ms. ****_ contacted the Customer Service Department again; the Representative noted that she explained the reconnection charges.

·         Later on 05/16/16, Ms. ****_ contacted the Customer Service Department advising the Representative that she made the payment through her on-line banking.  The Representative explained that we are unable to verify her payment; he explained if she would have paid at a pay station the payment would have posted immediately and the reconnection would have been scheduled for the next day.

·         On 05/17/16 at 7:17 AM, Ms. ****_ called inquiring about the payment; the Representative advised her that the payment had not posted at that time.

·         On 05/17/16, a payment in the amount of $442.00 posted.

·         On 05/18/16, Ms. ******_ contacted the Customer Service Department and was advised the payment posted 05/17/16.  Ms. ****_ was not happy that we do not automatically send someone out to restore service. The Representative advised her that the she could schedule the reconnection for 05/19/16 (reconnections are procedurally scheduled for the next day).

  • NOTE: Customers are required to call and schedule reconnections by phone.  The Company has no way of knowing when someone 18 or older will be at the premise; the technicians need access inside to re-lite the gas appliances for safety.

  • Later on 05/18/16, Ms. ****_ called again attempting to have her service restored the same day.  The Representative advised her that she was unable to place the order out for that day.  Ms. **** requested to speak to a Supervisor; the Representative advised her that she would have her Supervisor call her back.  Ms. ****** was upset and refused to get off the line; the Representative advised her she was unable to place her order for the same day and a Supervisor would call her back. The Representative advised her that there was a high call volume and she was ending the call (she apologized and ended the call).
  • On 05/18/16, Ms. ****** called again and advised the Representative that since her payment posted on 05/17/16; she wanted her service restored that day. The Representative advised her that he was unable to place her reconnection for the same day.  Ms. **** requested a Supervisor and he transferred the call to a Supervisor that reiterated the same.
  • On 05/18/16, Ms. ****_ filed a complaint with the BBB. 

   

On 05/23/16, I left a detailed message for Ms. ****_ advising her of the above.  I apologized for her inconvenience and explained the reason her payment posting was delayed is because she used ************* and that is not one of our authorized websites or pay stations.

Distribution:  ** ** ********, Better Business Bureau, File

         

THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

5/23/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Ok, well I just realized my service was shut off Wednesday, April 27, 2016. I called Laclede to see what was my restore fee. They told me $441.00 plus $150 security deposit and a $65 reconnection fee. I feel this is outrageous because when I first had service connected, I too had to pay $150 then as well. How many deposits will I have to pay? Not only that, in order for them to reconnect my service, they say I have to come up with close to $700 and I can't afford that when my actual bill is $441.

Desired Settlement: My desired outcome is for them to reconsider that security deposit again because when I first had the service cut on I had to pay a security deposit then as well.

Business Response:

Laclede Gas Company

                                                       Community Services Department

                                                           Better Business Bureau

                                                     CASD Investigator: ******** *******

____________________________________________________________________________

       Customer Info:         Account ID: **********                         Complaint ID: ********

                                                                                                                  Rate: GH Residential     

___________________________________________________________________________

   Comments / Resolution:

Ms. ******’s complaint filed with the BBB is concerning the amount required to reconnect her service.  She stated that her service was disconnected on yesterday, 04/27/16, and when she called to inquire about the amount needed to restore her service she was advised to pay $441.00 for gas, $150.00 security deposit and a $65.00 reconnection fee.  Ms. ****** feels the amount needed to restore her service is outrageous and states she paid a deposit when she had her service started; she wants to know how many deposits she has to pay.  She can’t afford to pay almost $700.00 to restore her service when her account balance is $441.00.

A review of the records for Ms. *****’s account revealed that after her service was disconnected for non-payment, she contacted the Customer Service Department and spoked with 2 different CSR’s that correctly advised her that she would have to pay 80% of her gas account balance, a $150.00 security deposit, plus a $62.00 reconnection fee ($653.50) in advance before her service would be restored. 

·         Note:  Effective 4/1/16, the Company’s policy for reconnection of the gas service due to disconnection for non-payment was changed.  All customers who fall into this category must pay 80% of their gas bill, along with an advance security deposit of $150.00 and a $62.00 reconnection fee to have their gas restored.  As Ms. ***** was correctly advised twice of the amount needed to restore her service by the Customer Service Department, I did not contact her as there is no other payment arrangement that I can offer her.

Investigation Details/Resolution:

·         On 04/01/16, the severance process was started on the account; a notice was mailed warning that the service would be disconnected unless a minimum payment of $243.50 was received on or before 04/15/16.

·         On 04/11/16, a 96-Hour notice was mailed warning that the service was still in threat of being disconnected unless a minimum payment of $243.50 was received on or by 04/15/16.

·         On 04/12/16, a bill was rendered reflecting an account balance of $551.87.

·         On 04/18/16, ***** ******_ called the Customer Service Department inquiring about payment arrangements; she was advised by a Representative she could pay $194.80 by 04/11/16.

·         On 04/21/16, the gas service was disconnected for non-payment.

·         On 04/27/16, Ms. ****** called inquiring about the amount needed to restore her service; she was advised to pay $653.00.  her gas balance was $551.87 (80%) $441.00 plus the $150.00 reconnection and a $62.00 reconnection is the $653.00.

·         On 04/28/16, Ms. ****** called inquiring about the amount needed to restore service she was advised to pay $653.00.

·         On 05/03/16, a late fee was assessed increasing her balance to $574.66. 

Distribution:  ** ** ********, Better Business Bureau, File

THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

5/11/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Laclede Gas had installed a high pressure gas line on my property. Laclede Gas wants me to hook up to this new line but I will not do so until I can verify that Laclede Gas has an easement for the high pressure gas line on my property. I have asked workers at site and have called Laclede Gas directly and also have contacted the Missouri Public Service Commission. No one can or is willing to provide me the documentation for the easement.

Desired Settlement: If i am unable to obtain a copy of the easement for this high pressure gas line on my property, I at least want to see a copy of the easement to verify that it was properly applied for and granted.

Business Response:

Laclede Gas Company

                                                       Community Services Department

                                                           Better Business Bureau

                                                     CASD Investigator: ******** *******

____________________________________________________________________________

       Customer Info:         Account ID: **********                          Complaint ID: ********

                                                                                                                  Rate: GH Residential     

___________________________________________________________________________

Comments / Resolution:

 

Mr. ****** filed a complaint with the Better Business Bureau stating Laclede Gas installed high pressure gas lines on his property and wants to hook up to his new line but he is refusing.  Mr. ******_ stated that Laclede Gas has been unable to verify an easement.  He has also contacted the Missouri Public Service Commission (MPSC) and no one is willing to provide him the documentation for the easement.

 

To resolve his complaint, Ms. ****** is requesting a copy of the easement.

 

Upon receipt of his complaint I forwarded his concerns to the Right of Way Manager for review and he advised me that he had talked to the Foreman on the project.  The Foreman assured him that Laclede Gas is not on Mr. ******’s personal property and is within St. Louis City right of way so the Company does not have to secure an easement with him; they have secured all the required permits from the St. Louis Street Department.  The new main would be installed either in the existing cast iron main or right alongside it. Either way, it would still be in city right of way and not installed on private property. We do not need an easement to install the service line on his property.

 

On 04/27/16, the above information was explained to the MPSC and Mr. ******. The Manager of Pipeline Safety explained the safety reasons for having the high-pressure meter set at an outside location.  He also explained that the gas lines were about 100 years old and needed to be replaced with new lines for safety.  Mr. ***** advised the Manager that the notification he received (see below) indicated that a Company Representative would meet with the customers to discuss the outside meter location.  Mr. ****** said he may call back after discussing the meter location.

 

Later on 04/27/16, Company personnel visited Mr. ***** and offered to review his appliances and look at his basement to attempt to find a more acceptable house piping entry location.  Mr. ****** refused to allow Company Representatives to enter the house; he stated that he was not going to let anyone in the house until after he had talked to the MPSC.

 

o   NOTE: Mr. ****** met with our construction crew weeks prior to this complaint and approved of the location of the outside riser and meter.  This location was not picked randomly, but was approved by the customer.

  

The MPSC Tariff Staff member has clarified that there is nothing from the MPSC’s perspective that preempts Laclede from performing this work. 

 

Below is the letter that the Company sends to the customers prior to the upgrade:

 

Dear Customer,

 

We are writing to inform you that Laclede Gas will begin upgrading the gas mains and services in your area within the next few weeks. We hope to have this work completed by late summer or early Fall.  This will include most gas meters that are currently located inside being relocated to the outside. We will be performing this work block-by-block in order to minimize inconvenience to you and your neighbors.  A brochure explaining our pipeline replacement program is included with this letter and answers many of the questions you may have regarding our upcoming work.

There is no cost to you for this work and when we are complete, Laclede will relight all of your appliances, also at no charge.

In the near future, our Crew Foreman will attempt to contact everyone on your block individually and more fully explain the upgrade process before we begin work.  Part of this process is to hang informational door tags at your residence/business that include specific information regarding your meter relocation (if applicable) and contact information for the Crew Foreman working in your area.  Please take the time to review the door tags and contact the Crew Foreman to minimize inconvenience and expedite the upgrade process.

In preparation for this upgrade project, Laclede Gas has notified all public utilities in your area to locate and mark their underground facilities. If you have privately-owned underground sprinkler systems, drainage pipes, cisterns, satellite or cable lines, landscape lighting, etc., our Crew Foreman will be asking you to help identify these facilities.  Laclede Gas will make every effort to minimize disturbance to streets and landscaping during this infrastructure upgrade project

Thank you for being a Laclede Gas Company customer. We greatly value your business and we are pleased to be able to upgrade the natural gas infrastructure in your neighborhood to better serve you for years to come.

 

 

Distribution:  ** ** ********, Better Business Bureau, File

 

THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Consumer Response:

Complaint: ********

I am rejecting this response because: Laclede Gas Company's (LGC) response is grossly inaccurate and misleading.  I never contested LGC's right to install gas mains in the street.  Any discussions of gas mains only confuse the issue.  LGC contend that the service line installed on my property is within St. Louis City right-of-way and, therefore, do not need an easement.  I spoke with Mr. *** ,supervisor, St. Louis Water Department today at approximately 10AM.  Mr. *** informed me that the City has the right to access the tree lane and part of the sidewalk for repair to public works but that past that point repairs are the property owners responsibility because it is their property and the City does not have the right-of-way.

Several weeks before I filed this complaint I did allow a LGC employee into my basement to look at the existing line and he did state that they wanted to move the meter to the outside of my building.  We did not discuss the placement of any new service line and I assumed they were going to use their existing right-of-way and line into my home.  Later, LGC splashed cement all over the passenger side of my car and gave me a certificate for a free car wash.  Later, I saw that LGC had sawed out a section of my sidewalk and had dug holes there and on the east side of my building and  they later installed the service line and riser.  I noticed LGC personnel eating lunch and asked to speak to someone about the line.  The individual that looked at the meter in my basement came out and asked me about my car and I informed him that they ran it through the wash twice and showed him that it still has cement on it and that they tore off a piece of molding in the process.  We then discussed the line and riser for the first time.    I informed him that I had no intention of allowing them to hammer a hole in the brick wall of my 100 year home, especially, in an area where there are structural problems  Each time even time a LGC employee has come to my home I have asked them what authority they had for installing the line.  I even contacted LGC's Customer Service Department concerning this issue.  The only answer I've ever received is that they do what the office tells them to do.

 

I have always suspected that LGC gets around the easement issue by requiring owners to give consent for moving the meters and installing the new service lines without informing them that the do not have a right-of-way.  I also believe this is why LGC employees informed me that the would notify me before shutting off my gas and continually sending people to my house to ask about hooking my line up.  LCG's response failed to mention the representative that showed up on May 4, 2016 at 9:30 AM or that I told her that if she wanted access to my basement she could have access.  I told asked for the second time about LCG legal authority to install the service line.  I suspect that LCG's failing to inform their customers of their rights is both unethical and fraudulent.
Sincerely,

******** ***********

5/3/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I received a final disconnect notice in the mail on April 26th 2016 at 5:30 pm. I opened the mail in my office on the next morning April 27, 2016 at 9:00 am while logging on to the website to pay the disconnect amount of $157.72 I get a knock on the door that they are there to DISCONNECT service. The DISCONNECT DATE was April 25th, 2016 an entire DAY BEFORE the receipt of the NOTICE letter. Upon calling to beg for help I am told that the letter isn't a NOTICE it is just to inform. ******* employee #***** was completely rude and unhelpful and was wrong about what the letter stated. It stated that is a notice and to go online and pay the bill $157.72 prior to the 25th which is IMPOSSIBLE when you don't receive letter until late on the 26th. Now after being a customer for over 30 years they want a $150.00 deposit and $62.00 to reconnect and double of the amount due which is $310.11 so in order for me to have gas for my children I need to pay LACLEDE GAS $521.00. Horrible, horrible utility company for anyone who needs budget billing and a final notice. ******* said to call the post office and see if they can deliver the mail quicker so that LACLEDE GAS can mail their notices from Upstate NEW YORK four days before shut off and expect people to receive and pay. I think it is a way for them to charge their customers shut off fees and deposits. By law LACLEDE GAS has to send so many notices and a final letter/opportunity, however, they delay the letter so people don't get it in time. It is criminal for a Public Utility Company to do this to people in need.

Desired Settlement: 1-Credit for reconnect of $62.00 since letter was not sent in ample time to be received by customer to pay bill. 2- Return of the deposit of $150.00 that they required to HOLD my money after being paying customer for 30 years.

Business Response:

                                                                                Laclede Gas Company

                                                                        Community Services Department

                                                                            Better Business Bureau

                                                                       CASD Investigator: **** ********

4/28/16

____________________________________________________________________________

        Customer Info:              Account ID: **********                                   Complaint ID: ********

                                                                                                                           Rate: GH Residential                         

      ___________________________________________________________________________

            Comments / Resolution:

Ms. ***** contacted the BBB and complained of the following:

·        She received a disconnection notice in the mail on 4/26/16 at 5:30 PM; she opened the mail in her office on 4/27/16 at 9:00 AM and while logging on to the website to pay the disconnection amount of $157.72, she received a knock at the door and someone was there to disconnect the service.

·        She claims the disconnection date was on 4/25/16, an entire day before the receipt of the notice letter.

·        She contacted the Company to beg for assistance and was told that the letter wasn’t a notice; it’s just to inform. 

·        She claimed that the CSR treated her rudely, was unhelpful and also was wrong about what was stated in the letter because the letter states to go on line and pay the bill prior to the 26th; which was impossible, because she did not receive the letter until the 26th.  The CSR also advised her to call the post office to see if her mail could be delivered faster so that the Company can mail their notices from upstate New York four days before shut off and expect for people to receive and pay.

·        Ms. ***** states by law, the Company has to send so many notices and a final letter/opportunity; but she believes the Company delays the letter so that customers don’t receive it in time.

·        She was told before her service could be restored, she has to pay $521.00, which is a $150.00 deposit, a $62.00 reconnection fee and double the amount due of $310.11.   

To resolve her complaint, she wants credit for the $62.00 reconnection fee because she believes the letter not sent in ample time for her to pay her bill.  She also wants the $150.00 deposit refunded to her because she has been a customer for over 30 years.

Investigation Results:

  • As of 3/18/16, Ms. *****’s accumulated gas account balance due was $238.02.
  • The last payment received on the account was $120.00 on 3/15/16; prior to that, she paid $100.00 on 1/15/16.
  • On 4/11/16, the severance process was started on Ms. *****’s account; a notice was mailed warning that her service would be disconnected unless a minimum payment of $157.72 was received on or after 4/25/16. 
  • On 4/19/16, a bill was rendered reflecting an accumulated gas account balance due of $310.11.  This bill included a message warning that the service was in threat of being disconnected for non-payment.
  • On 4/20/16, a 96-Hour notice was placed in the mailed warning that the service was still in threat of being disconnected for non-payment and to avoid disconnection, a payment of at least the disconnection amount must be received on or before the disconnection date of 4/25/16.
  • On 4/27/16, the service was disconnected for non-payment.  After the service was disconnected, Ms. ***** contacted the Customer Service Department and inquired about the amount needed to restore the service and the CSR correctly advised her that she would have to pay a $150.00 deposit, a $62.00 reconnection fee and 805 of her gas balance in advance before her service would be reconnected. 
  • Note:  Effective 4/1/16, the Company’s policy for service restoration outside of the CWR period was changed in that all customers are required to pay advance deposits, the reconnection fee and 80% of their bills before their gas service is restored.
  • Ms. ***** spoke to a Supervisor regarding the disconnection of her service and when he Supervisor reiterated the above information to her; Ms. ***** stated that she received the notice the previous night and did not open it until the AM which by then, was too late for her stop the disconnection.  The Supervisor clarified that two other notices were issued prior to the final notice; however, Ms. ***** stated that she was out of town and did not receive the prior notices.  The Supervisor reiterated the turn-on amount to Ms. ***** but she continued to argue that she did not receive advance notification of the disconnection.  After Ms. ***** continued to argue about the timeliness of the final notice, the Supervisor suggested that she discuss the delay in receiving her mail with the postal service; she also advised Ms. ***** that she also has the option of receiving her bills electronically.  The call ended after the Supervisor explained that a lesser amount could not be paid for the reconnection.
    • Note:  While the Supervisor was stern regarding the amount needed for the reconnection of the gas service, she did not speak rudely to Ms. *****_.

As the CASD is satisfied with the Customer Service Department’s handling of this complaint, Ms. ***** was not contacted.  Also, her request for a refund of the deposit and reconnection fee is denied because it’s not warranted.

 

Distribution:  ** ** ********, Better Business Bureau, File

           

THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

4/26/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recently had my credit report ran and was told that I have an outstanding debt from ****** Agency for $319.73. I contacted this company as to why. I found out that Laclede Gas submitted it. I currently have Laclede Gas as my utilities now. The agency gave me the account number which is old one from 3 years. I called Laclede and they said the gas bill originally was $148 and that was back from June of 2013. I asked why I wasn’t told about this when I changed the address in July 2013, because I moved. The man I spoke to said when I transferred my services they should’ve transferred the funds to my current address account. They did not tell me I had a prior balance at all and I’ve moved twice since then. I spoke with ******* the supervisor and she told me she would contact me back with what’s going on. She called me back and they told her there was nothing that could be done, they had now added it to my current account. They said they cannot answer any more questions and if I did I had to contact a debt collector .**** is the agency I was told to contact, which isn’t even ******. I contact a ****, they said they closed it in March 2016 and sent it back to Laclede. I called ****** Agency and it has been on my record since November 2015. How is this possible? I called ****** Agency on 4/11 they told me they still have that I owe them the amount as well as Laclede. As of 4/12 they have closed this. So now I have the debt on my current bill. I never received any kind of information on this debt from Laclede, ****, or ******.

Desired Settlement: I want this debt removed and off my credit report as well as an apology for this mess.

Business Response:

Laclede Gas Company

                                                              Community Services Department

                                                                           Better Business Bureau

                                                                            Received: 04/13/2016

                                                                CASD Investigator: ******** *******

      Customer Info:     Account ID: **********                      Rate: 2RL    Complaint ID: ********

                                   

Comments / Resolution:

Ms. ******* filed a complaint with the BBB disputing a transferred bill in the amount of $319.73 from an address she lived at 3 years ago. She states that she recently had her credit report ran and was told she had an outstanding debt from ******.  Ms. ****** contacted the Company and was advised the debt was sent to them by Laclede Gas Company.  She currently has active service with Laclede Gas so she contacted the Laclede Has and was advised that the debt was $148.00 from 2013; she questioned why the debt didn’t transfer when she transferred service in 2013 or 2015.  Ms. ******* was advised by a Customer Service Representative that the debt should have been transferred but erroneously it did not.  She requested to speak with a Supervisor advised her that she would review the debt and contact her back.  The Supervisor called her and advised her that the debt was hers and there was nothing that could be done and the debt was transferring to her active account.  Ms. ******* states that Laclede Gas was unable to provide any additional information and referred her back to the agency.  The agency advised her that they closed it in 2012.

To resolve her complaint she is requesting the debt be removed and an apology from the Company.

A review of Company records indicated the following:

*** * ******* (3070750000)

·         On 07/09/13, Ms. ******* requested to stop service at *** * ****** and to start service at **** ******** ****.

·         On 08/01/13, gas service ended for Ms. *******_.

·         On 08/16/13, a bill was rendered in the amount of $319.73.  The bill was mailed to Ms. ******’s new address of **** ****** *****

·         On 09/03/13, a final bill was mailed to **** ****** ***** in the amount of $319.73.

·         On 10/21/13, Ms. ******’s account was forwarded to an outside collection agency.

**** ****** *****

·         On 07/02/13, gas service was established for Ms. *******. The debt from *** * ****** erroneously did not transfer.

·         On 08/16/13, a bill was rendered in the amount of $319.73.  The bill was mailed to Ms. ******’s new address of **** ****** *****

·         On 09/03/13, a final bill was mailed to **** ****** ***** in the amount of $319.73.

·         On 05/20/15, Ms. ******* requested to stop service on 05/29/15 at **** ******* **** and to start service the same day at **** ******* ****.

**** ******* ****.

On 05/29/15, the gas service was not turned on due to debris in the way.

On 06/01/15, gas service at **** ****** ****. was established for Ms. ******.

On 06/16/15, a bill was rendered reflecting an account balance of $124.51, which included the final charges in the amount of $74.97 from **** ****** *****  The debt from *** * ****** still had not transferred.

On 04/11/16, Ms. ***** contacted the Customer Service Department regarding a bill from an old account.  The Representative reviewed the information and explained it was an old debt that remained unpaid.  He transferred the debt to her active account.  Ms. ****** requested a Supervisor.  The Representative advised her that a Supervisor would call her back.

Later on 04/11/16, Ms. ****** called back and advised the Representative that she had not received any collection notices and wanted to dispute the charges.

On 04/13/16, a Supervisor called Ms. *******_, she explained that she was upset with the amount of time it took for the debt to transfer and that she had to find it on her credit report.  The Supervisor apologized for the way the process was handled and asked what information he could provide that shows the outstanding bill was never paid. Ms. ***** argued that Laclede did not properly transfer the debt or notify her that is was still past due when she started new services.  He explained that procedurally the debt is transferred to the new account immediately; erroneously this did not happen.

Upon receipt of the complaint I forwarded Ms. *****’s concerns to the Credit & Collection Manager for review.

He reached out to the collection agencies; both agencies submitted a history log of the transactions while her account was in the office. There is record that both agencies called the phone number which is the same phone number we have on her active account now; several messages was left in her voicemail, there is also record of letters being mailed to her.

The collection agency also shows that on 11/11/14, Ms. ****** contacted the collection agency and advised the Representative that she was contacting Laclede Gas regarding this debt and would call them back.

o    NOTE: There is no record that she contacted Laclede Gas inquiring about the debt.

On 04/21/16, I left a detailed message for Ms. ***** and apologized for her inconvenience.  The debt had not transferred erroneously on 2 occasions and since the debt is just transferring the debt can be placed on long term arrangement. A final was rendered on 08/16/13 and sent to **** ****** *****; both collection agencies were contacted and verified that they left several messages on her voicemail. There is record from the agency that Ms. ****** contacted them in 2014 and advised them she would contact Laclede Gas and call them back.  I left my direct call back number for Ms. **** to call and discuss arrangements.

      THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

                                                                                                                                                                      Page 2 of 2

4/18/2016 Billing/Collection Issues
4/6/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Laclede Gas sent my account to ****** Collections. While speaking to ****** Collections, they told me that my account with Laclede Gas was closed on Aug. 20, 2012. I am disputing this, because my home was foreclosed and I was moved out by Feb. 2012. The day I left my home, I called Laclede Gas to close my account. I was told that they could NOT close my account until my balance was paid. I had no way to pay this balance and it appears my account stayed open thru Aug. 2012. Any charges accrued after I moved, should be the bank and contractors responsibility. I have a "Cash for Keys Agreement" and "Deed in Lieu" to prove my foreclosure and move out date.

Desired Settlement: I would like my account credited from Feb 2012-Aug 2012. I will pay the balance in full at that point and I would like this removed from my credit report in a timely manner.

Business Response:

                                                      Laclede Gas Company

                                                              Community Services Department

                                                                           Better Business Bureau

                                                                               Received: 04/04/16

                                                                CASD Investigator: ******** *******

Customer Info:           Account ID: **********                        Complaint ID: ********   Rate: GH Residential                          

                                            

Comments / Resolution:

Ms. *****’s complaint filed with the BBB is concerning charges that accrued on her account after she moved from her previous address, *** * ***** ***.  Ms. ***** stated that when she called to close the account she was advised that she could not close the account until she paid the balance in full; the account remained open until 08/2012.

To resolve her complaint she is requesting the charges be credited back to 02/2012 and removed from her credit.  She states she will pay the balance in full when she receives credit.

Upon receipt of the complaint, I reviewed the account archives and found that Ms. *****__’s contacted the Company on 02/15/12 and the stop service was scheduled for 02/17/12.  A final bill was rendered on 02/22/12 reflecting charges through 02/17/12 in the amount of $50.64.  Ms. *****_’s previous balance was $258.27; which totals the final bill amount of $308.91.  The balance remained unpaid and was forwarded to an outside collection agency on 10/10/12.

On 04/05/16, I left a detailed message for Ms. *****_ advising her of my findings.  I left my call back number of ************ for her to call me if she has additional questions or concerns, I also advised her that I have a copy of her final bill.

Later on 04/05/16, Mr. ***** returned my call; I explained the above findings to her.  She gave me her e-mail address and I forwarded her a copy of her final bill.

                  

          DISTRIBUTION:  ** ** ********,

THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

                                                                                                                                                                      Page 1 of 1

4/1/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 12/22, The "View/Pay E-Bill" option on the website had been updated without informing customers. I went in to pay my bill as normal, and my account information was removed. I entered my info as I had done over 2 years ago and for some reason the website did not accept it. I called customer service and they could not explain what happened to my previous account information. I asked if someone could contact Tech Development to see if changes were made to the website or my account but the supervisor that helped me was rude and just said that nothing could be done, which doesn't make sense. I recently received a letter for a $15 charge and I want to know why I'm being charged when I contacted customer service and a supervisor when I had issues. Whatever 3rd party or system that is being used, is not reliable and Laclede workers don't know how the system works on the site. Now when I log in, it says I have a past due balance of $15 on previous bills I've paid all last year which doesn't make sense. Account_Number: XXXXXXXXXX

Desired Settlement: I need the $15 charge adjusted and a supervisor that knows what they're doing to contact me about my online account and why it isn't updated like it's suppose and how my account information was removed. If you all can not provide that, that means you all have had customer information compromised and that is means for legal action to be taken against you all. There is a way for you all to see how and when accounts are accessed even if it is just the Technology Dept. doing so.

Business Response: Initial Business Response /* (1000, 7, 2016/01/22) */ Laclede Gas Company Community Services Department Better Business Bureau CASD Investigator: **** ******** _________________________________________________________________________ Customer Info: Account ID: XXXXXXXXXX Rate: GHRES Complaint ID: XXXXXXX _________________________________________________________________________ Comments / Resolution: Ms. ***** contacted the BBB and stated the following: On 12/22/15, the "View/Pay E Bill" option on the Company's website was updated without informing customers. She went to pay her bill as normal and her account information was removed. She entered her information as she has done over 2 years ago and for some reason, the website did not accept it. She called customer service and they could not explain what happened. She asked if someone could contact the technical department to see if changes were made to the website or her account but the Supervisor who assisted her was rude and just said that nothing could be done. She recently received a letter for a $15.00 charge and wants to know why she is being charged when she contacted Customer Service and a Supervisor when she had issues. Now, when she logs in, the system indicates that she has a past due balance of $15.00 on her previous bill. To resolve her complaint, Ms. **** wants the $15.00 charge adjusted and a Supervisor that knows what they are talking about to contact her about her online account; specifically, why the system was not correctly updated and how her account information was removed. She feels that if this information cannot be provided that the customer information has been compromised and that legal action needs to be taken against the Company. Ms. **** states that there is a way for the Company to see ow and when accounts are accessed even if it is just the Technology Department doing so. Investigation Details: A review of the gas account records for Ms. **** determined that when the Company's bill payment system was updated, due to human error, Ms. ******* original account created to access her bill/make payments on-line was deleted. Thus she had to create another account for payment submission. When her second account was created, the system then located her previous account and pulled data from her former account resulting in two records being created for her. Per the IT Department, the duplicate record has been deleted and Ms. ***** is now able to access and/or pay her bill through customer connection. The $15.00 fee assessed on her account has also been waived. Note: At no time was Ms. ******** information compromised as the error was due to human error on the Company's part. On 1/22/16, a Customer Service Supervisor contacted Ms. ***** and advised her of the above information. Ms. ***** was satisfied with the resolution of her complaint. Distribution: ** ********* Better Business Bureau, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION Initial Consumer Rebuttal /* (2000, 9, 2016/01/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate being contacted by the supervisor from Laclede. I'm glad they were able to find out what happened.

4/1/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I wanted to let you know about a some recent activity that I personally find very unsettling and really unprofessional. We received notice about a needed inspection and that we should call to schedule an appointment. We tried a few times over a few weeks to make the requested calls and were unable to reach a less than 60min wait on hold. Then we receive the attached letter of disconnection, just to be clear we are not owing any money on bills and are current in that regard. So as we have infants in the home we can not be with out heat, so we made it through the extensively long wait on the call to make the appointment. Which overall was not the problem as my GF stays at home with our children. I believe a large company going through a mandated inspection process should significantly staff themselves to meet the requirements of their own request and not resort to threats, which is exactly what this attached letter amounts to.

Desired Settlement: Apology in writing, corrective measures as part of company policy, copy in writing.

Business Response: Tell us why here...

Laclede Gas Company

                                                              Community Services Department

                                                                     Better Business Bureau

                                                                             Received: 03/17/2016

                                                                CASD Investigator: ******** *******

Customer Info:           Account ID: **********            Rate: GH Residential                Complaint ID: *******

Comments / Resolution:

Mr. ***** contacted the BBB with the following concerns:

·         He received a letter from the Company stating that he needed to set up an inspection on his account.

·         He tried calling a few times over a few weeks to schedule the order but could not get through; he was on hold for at least 1 hour.

·         He has now received a letter stating that his service will be disconnected if he does not set up the appointment; he has an infant in the home and cannot be without heat.

·         Mr. ***** believes a large company such as Laclede Gas going through a mandated inspection process should significantly staff themselves to meet the requirement of their own request and not threaten their customers.

To resolve his complaint, he wants an apology in writing, corrective measures as part of the company policy.

Account Details:

·         A review of the records for Mr. ******'s account revealed that his premise was due for a piping inspection; the piping was last inspected on 07/05/13.

·         On 01/25/16, a letter was mailed to him asking that he call to set up the appointment for the inspection; no response was received.

·         On 02/08/16, another letter was mailed to him requesting that he call to set up the appointment; no response was received.

·         On 02/17/16, a notice was mailed to him warning that the service would be disconnected if an appointment was not scheduled.

·         On 02/29/16, a final disconnection notice was mailed advising that him service would be disconnected if the appointment was not scheduled by 03/18/16 and that if the service is disconnected, he will be charged a reconnection fee to have the service restored.

·         On 03/04/16, Mr. ******’s girlfriend ****** ****** called the Customer Service Department and scheduled the piping inspection for 03/09/16.

·         On 03/09/16, the piping inspection was completed.

On 03/24/16, I spoke to Mr. ***** and apologized for his inconvenience.  I explained that this time of the year due to the cold weather, the call volume increases is the reason for the long wait time he experienced while seeking assistance from the Customer Service Department.  I gave Mr. ****** my direct number ************ to call if he has additional questions or concerns.  Mr. **** thanked me for the call; an apology letter is being mailed to him.   

o   NOTE: Piping Inspections are required at least once every 3 years in compliance with the Missouri Public Service Commission to ensure continued safety. 

Distribution:  ** ** ********, Better Business Bureau, File

                        THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

                                                                                                                                                                   Page 1 of 1

3/31/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was under the cold weather rule with an agreement to pay $203 by March 11, 2016. I spoke to a representative February 26th and asked if I did not have the money March 11 and my service was disconnected would I need the $203 to reconnect and was told yes. I explained I should have the money March 25th. My service was disconnected March 11th and when I called I was told I had to pay $525 for re connection. I explained that is not what I was told.

Desired Settlement: I would like to pay the $203 by March 25, 2016 to reconnect my services.

Business Response:

                                                                                Laclede Gas Company

                                                                       Community Services Department

                                                                            Better Business Bureau

                                                                       CASD Investigator: **** ********

3/15/16

____________________________________________________________________________

        Customer Info:              Account ID: **********                                    Complaint ID: ********

                                                                                                                           Rate: GH Residential                         

      ___________________________________________________________________________

            Comments / Resolution:

Ms. ***** filed a complaint with the BBB alleging that she was under the Cold Weather Rule with an agreement to pay $203.00 by 3/11/16.  She claims that she spoke with a Customer Service Representative (CSR) and asked if she was unable to pay the bill by 3/11/16 and her service was disconnected, would she need $203.00 for her reconnection and the CSR told her yes.  Ms. *****_ states that she advised the CSR that she should have the money by 3/25/16; however, her service was disconnected on 3/11/16 and when she called the Company again, she was told that she has to pay $525.00 for the reconnection of her service.

To resolve her complaint, Ms. ***** would like to pay $203.00 on 3/25/16 for the reconnection of her gas service.

Investigation Results:

  • On 8/12/15, Ms. *****_’s gas service was disconnected for non-payment.
  • On 8/13/15, a final bill was rendered reflecting an accumulated gas account balance due of $723.01.
  • On 9/1/15, a late fee of $10.70 was added to the final bill bringing the balance due to $733.71.
  • On 11/12/15, Ms. ***** contacted the Customer Service Department for a reconnection amount under the CWR plan was advised to pay $330.00. 
    • Note:  The CWR plan has progressive amounts for turn-on; 12%, 50% or $500 and 80%.  Each time a customer is disconnected/reconnected the amount required for reconnection progresses to the next level.
  • On 11/20/15, Ms. ***** paid $330.00; her gas service was reconnected on 11/23/15.
  • Ms. ***** was established on a monthly budget of $100.84 to pay off her gas arrears plus current bills, but she failed to make the monthly budget payments.
  • On 2/24/16, the severance process was started on her account; a notice was mailed warning that her gas service would be disconnected unless a minimum payment of $450.04 was received on or by 3/9/16.
  • On 2/26/16, Ms. ***** contacted the Customer Service Department and a CSR advised her that the least amount she could pay to stop the disconnection was $203.52 (budget arrears + late fees).  The CSR noted that Ms. ***** stated she would try to pay this amount and that she was advised that failure to pay may result in her service being disconnected.
  • On 2/27/16, a payment of $100.00 was posted to the account.  Ms. ***** contacted the Customer Service Department after making the payment and the CSR advised her she still would have to pay $103.52 by 3/8/16 to stop her account from being On 3/9/15, Ms. ***** contacted the Customer Service Department and stated that she could not pay $450.04 to stop the disconnection; she requested to speak to a Supervisor and a message was taken for a call back.
  • On 3/11/16, the gas service was disconnected for non-payment; the accumulated gas account balance due was $694.77. 
  • After the service was disconnected, Ms. ***** contacted the Customer Service Department and a CSR advised her that she needed $555.00 to restore the service, which was 80% of her balance.  Ms. ***** then claimed she was advised by another CSR that she could pay $200.00 to restore her service.  The CSR reviewed the records and advised her there was nothing noted to support this claim and that she has always had a balance on her account since early 2014 and that since she has defaulted on the CWR plan, she now needs to make a payment of 80% of her balance .
  • On 3/19/16, a Supervisor returned her call and as a customer service gesture, authorized the reconnection of her gas for a payment of $260.00.  The Supervisor apologized for the delay in contacting her and explained that as numerous customers are calling this time of the year, there is a back log of call backs. 

As Ms. ***** inquiries to the Customer Service Department were handled correctly by the CSRs and a Supervisor has already contacted her and reduced the reconnection amount, I did not contact her.  

Distribution:  ** ** ********, Better Business Bureau, File

           

THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

3/30/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The company was running new lines to homes in the area and removed a concrete slab that went to the street. When they were done with the work they laid grass seed down and did not replace the concrete slab. After the initial call with a representative from the company they said they looked at google maps street view and said they did not see a slab there so they would not submit the claim because it would get rejected. I looked at the google maps street view and understand their point of view, however while the slab was covered with dirt and grass (we were out of the country for a few years so the yard was not in tip top shape) it was still there and now it is not. I never complain about little things like this, I just stop doing business with the companies that I feel did not give me the appropriate service. In this case though it is a utility company, so I have little choice other then to accept them calling me a liar right?

Desired Settlement: Replace the concrete slab. If they want to, they can cover it back up with dirt and grass so that it looks like the google picture. An apology for basically being called a liar would be nice as well.

Business Response:

                                                                                Laclede Gas Company

                                                                       Community Services Department

                                                                            Better Business Bureau

                                                                       CASD Investigator: **** ********

3/29/16

____________________________________________________________________________

        Customer Info:              Account ID: **********                                   Complaint ID: ********

                                                                                                                           Rate: GH Residential                         

      ___________________________________________________________________________

            Comments / Resolution:

Mr. ***** complaint filed with the BBB is concerning damage to a concrete slab in the street, which he alleges was the result of the Company installing new lines to homes in the area. Mr. *****_ stated that he placed a call to the Company and a Representative came out and stated that he looked at the google maps street view and because he did not see a concrete slab, he did not submit a claim because it would be rejected.  Mr. ***** states that he looked at the map and understands his point of view; however, while the slab was covered with dirt and grass (they were out of the country for a few years so the yard was not in tip top shape) it was still there and now it’s not.  Mr. C___ states that he never complains about little things like this; he just stop doing business with companies who do not give him the appropriate service but because this is a utility company, he have no other choice but to accept being called a liar.

To resolve his complaint, Mr. ***** wants the concrete slab replaced and wants an apology because he feels he is basically being called a liar.

Investigation Results:

Mr. *****’s BBB complaint was referred to the Regional Customer Service Coordinator - South

Field Operations for investigation and response.

  • On 3/24/16, the Coordinator reported that he had discussed the complaint at length with the Construction Foreman and determined that the damage that Mr. ***** is stating that we caused is simply not the case.
  • The Coordinator reported that he went to the location and looked at the area where the sidewalk has settled and determined that the area of the sidewalk approach between the street and walking sidewalk show years of settling, as well as the surrounding areas around the driveway and other areas surrounding Mr. *****s residence. 
  • The Coordinator reviewed the sketch with informational blocks that give reference to the work performed, along with the image data from August 2015; we completed our work in October 2015, two months afterwards and the image clearly shows the damage in the area before we began the main upgrades in this area. 
  • In summary, the Coordinator stated that he spoke with Mr. ***** and explained that if the facts would have indicated that we had caused the issue, then we would have no problem taking responsibility and we would replace/repair the areas in question but in this case, he agreed with our Foreman and crew and denied any responsibility regarding this alleged damage.

Distribution:  ** ** ********, Better Business Bureau, File

           

THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

3/24/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Attempted to pay bill online. Which was a confusing process . I accidentally entered in the wrong account number on first time using the online bill pay and was charged $15.00 for Non-Sufficient Funds. This is incorrect as no account existed for the account number that Laclede attempted to withdraw the payment from. Called Laclede to resolve issue. Was told that bank charged $15.00 fee and was passed on to me. Called my bank, which said that they did not charge a fee.

Desired Settlement: Receive refund for $15.00 for Non-Sufficient Funds fee.

Business Response:

                                                                                Laclede Gas Company

                                                                       Community Services Department

                                                                            Better Business Bureau

                                                                       CASD Investigator: **** ********

3/24/16

____________________________________________________________________________

        Customer Info:              Account ID: **********                                     Complaint ID: ********

                                                                                                                           Rate: GH Residential                         

      ___________________________________________________________________________

            Comments / Resolution:

Mr. ***** complaint filed with the BBB is concerning a $15.00 insufficient funds fee.  He stated that he attempted to pay his bill on-line but the process was confusing.  Mr. ***** stated that he accidentally entered the wrong account number so when we attempted to withdraw the funds, there was no existing account number; this oversight resulted in the $15.00 non-sufficient fee.  He called the Company and attempt to resolve the issue and told that the bank had charged the Company a $15.00 fee, thus the charge was passed on to him; however, his bank advised him that they did not charge a fee. 

To resolve his complaint, Mr. ***** wants the $15.00 fee waived.

Investigation Results:

  • A review of Mr. ****’s payment history indicates that since being turned on at this address, he has never had a payment returned due to insufficient funds. 
  • On 3/8/16, Mr. ***** submitted a payment of $84.23 through the on-line bill payment system and the details for the returned payment confirmed that when we attempted to withdraw the payment, the account number he provided did not exist.  He was subsequently billed a $15.00 insufficient funds fee, as well as a late fee of $1.30.
  • On 3/21/16, Mr. **** paid his account in full, $100.53, which included the fees and pres
  • Based on Mr. ****’s good payment history with the Company both fees have been waived and since he already paid the bill in full, he now has a credit balance on his account of $16.30.

On 3/23/16, I made an unsuccessful attempt to reach Mr. ***** to advise him of the allowance; however, the credits will be reflected on his next bill, which will be rendered on 4/7/16.

Distribution:  ** ** ********, Better Business Bureau, File

           

THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Consumer Response: 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,

**** ******

3/23/2016 Billing/Collection Issues
3/10/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Service is at **** ******** Ave St. Louis, MX XXXXX I am on budget billing and received a bill January 26, 2016 with a zero balance. However, February 22nd I received a notice that service would be canceled for irregular payment. I called Laclede Gas February 23rd but the representative could not explain the bills.

Desired Settlement: I would like my billed explained. I would also like to keep budget billing.

Business Response: Initial Business Response /* (1000, 5, 2016/03/03) */ Laclede Gas Company Community Services Department Better Business Bureau CASD Investigator: ******** ******* ____________________________________________________________________________ Customer Info: Account ID: XXXXXXXXXX Complaint ID: XXXXXXX Rate: GH Residential ___________________________________________________________________________ Comments / Resolution: Ms. ********** complaint filed with the Better Business Bureau is concerning budget billing. She states that her 01/26/16 bill reflected a zero balance; however, in February she received a notice that her budget billing would cancel due to irregular payments. Ms. ******* contacted the Customer Service Department regarding her account but the Representative was unable to explain her account. To resolve her complaint, Ms. ****** is requesting an explanation and to continue on budget billing. Investigation Results: My investigation of Ms. ******** complaint revealed the following: On 07/10/15, Ms. ******** gas service was disconnected for non-payment. On 07/13/15, a final bill was rendered in the amount of $536.05. On 08/03/15, a late fee in the amount of $7.76 was assessed increasing the balance to $543.81. On 10/22/15, Ms. ********* gas service was restored under the Cold Weather Rule (CWR) plan. Ms. ****** received a pledge in the amount of $259.00. On 10/29/15, a bill was rendered in the amount of $612.30, which included the $62.00 reconnection fee. On 11/24/15, a bill was rendered reflecting an amount due of $691.14. On 11/24/15, the pledge payment in the amount of $259.00 posted on the account, lowering the balance to $432.14. Ms. ******* contacted the Customer Service Department inquiring about her account balance. The Representative advised her to pay $131.66 to establish the CWR plan. On 12/21/15, a pending pledge in the amount of $285.00 reflected on the account which resulted in the CWR plan being established; the plan amount was $91.01. On 12/28/15, a bill was rendered reflecting an account balance of $527.41, the CWR amount due was $91.01. On 12/30/15, the pledge payment of $259.00 posted to the account. On 01/26/16, a bill was rendered reflecting an amount due of $0.00 (due to the pledge payment); the account balance was $370.45. On 02/03/16, the CWR plan defaulted due to irregular payments. The payment of $91.01 was not paid on the bill rendered 12/28/15. On 02/10/16, a notice was mailed advising Ms. ***** that her budget had cancelled due to irregular payments. On 02/23/16, Ms. **** contacted the Customer Service Department inquiring about her budget billing, the Representative attempted to explain the reason for the cancellation but Ms. ***** ended the call. The Representative set the account back on the CWR plan for the $285.00 pledge. The plan amount was $108.68. On 02/24/16, a bill was rendered in the amount of $475.81, the CWR plan amount due is $108.68. On 03/03/16, I left a detailed message for Ms. ****** and explained the above information to her in detail. I explained the CWR cancelled due to irregular payments, her bill reflected a zero amount due after a pledge payment posted on the account. I advised her that her CWR plan was re-established and is $108.68 per month. Distribution: ** ** ********* Better Business Bureau, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

2/29/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Laclede Gas failed to read my meter for 9 consecutive months in 2014. They blamed a faulty meter and "reading sender". They adjusted my bill in January 2015 stating I had 2014 usage 2.3 times any previous or subsequent year (2015 -after meter swap out). I have been in this home for 25 years and my bills have been historically consistent. Following are my historical annual totals for the last 6 years: 2010 - 581 CCF used - $787.57 actual total charges - budget bill amount $65/mo 2011 - 525 CCF used - $767.87 actual total charges - budget bill amount $66-$65/mo 2012 - 472 CCF used - $704.44 actual total charges - budget bill amount $60-$57/mo 2013 - 603 CCF used - $778.85 actual total charges - budget bill amount $55-$65/mo 2014 - 1222 CCF USED - $1,223.88 ACTUAL TOTAL CHARGES - BUDGET BILL AMOUNT $65-$55/mo 2015 - 450 CCF used - $787.31 actual total charges - budget bill amount $55-$145/mo I have been disputing this 2014 billing matter with Laclede since early 2015. Their response was to raise my budget billing monthly amount from $55/mo to $145/mo and a threat to cancel my budget billing due to irregular payments. I have NEVER missed paying a monthly Laclede bill. After being escalated to a "high bill review group" a field technician visited my house on 11/21/15 taking actual timed readings on the gas usage on my only two gas appliances (water heater and HIGH EFFICIENCY gas furnace). The tech noted that it was virtually impossible for a one-person household with those two appliances to use anywhere near the usage stated in 2014. The usage and billing in 2015 have reverted back to pre-2014 usage following replacement of the meter and "reading sender". However, Laclede refuses to look at the historical data and recognize the 2014 error and common sense resolution.

Desired Settlement: I would like a credit to my account of $696.77 which is the adjusted account balance Laclede added for 2014. I would also like my budget billing amount to be adjusted back from $145/mo to $55/mo.

Business Response: Initial Business Response /* (1000, 5, 2016/02/23) */ Laclede Gas Company Community Services Department Better Business Bureau Received: 02/11/2016 CASD Investigator: ******** ******* ____________________________________________________________________________ Customer Info: Account ID: XXXXXXXXXXX Complaint ID: XXXXXXX Inquiry/Complaint: Mr. ********** filed a complaint with the Better Business Bureau stating that the Company failed to read her meter for 9 consecutive months. His bill was adjusted in January 2015 and he was advised that he had used 2.3 times more gas in 2014. Mr. ****** has been residing at **** ******* ******* Ct. for 25 years and his budget billing has been between $55.00 and $65.00 per month, since the adjustment his budget increased to $145.00; he has been advised that his budget was scheduled to cancel due to irregular payments. Mr. ******* scheduled a High Bill Investigation and was advised by the technician that it was impossible for him to have used the amount of gas he was billed. He states that the Company still refuses to look at the historical usage and bill him accordingly. Mr. ***** states he reviewed his usage for the past 6 years and found the following: 2010 - 581 CCF, $787.57 2011 - 525 CCF, $767.87 2012 - 472 CCF, $704.44 2013 - 603 CCF $778.85 2014 - 1222 CCF, $1,223.88 2015 - 450 CCF, $787.31 To resolve his complaint Mr. ****** is requesting $696.77 be credited to her account for 2014. Comments/Resolution: Upon receipt of the complaint I forwarded Mr. ********* complaint to the Meter Reading & Billing Department for review. A Meter Reading Analyst stated that the AMR attached to meter XXXXXXXXX experienced a reset on 10/07/13 and stopped providing daily readings. Landis & Gyr went to the premise obtained manual reads for billing purposes following. There were also readings obtained on 10/24/13, 11/22/13, 12/20/13 and 1/27/14. These manual reads were used for billing; each manual read ensured a bill for actual usage was issued while the AMR was not providing a daily reading. Landis & Gyr replaced the AMR module on 03/10/14. Following the visit, the AMR transmitted a daily reading, unfortunately, the AMR reading was stalled and the Mr. ****** started receiving bills for zero usage (0 CCF). On 12/30/14 this was detected on a zero use query and Laclede requested Landis & Gyr visit the premise again to perform AMR maintenance. On 01/15/15, the AMR module was replaced. The Meter Reading & Billing Analyst stated that actual meter readings were obtained on each visit to the premise so the rebill should have been based on actual usage. However, after the Meter Reading & Billing Manager reviewed the account he found that the account had been billed incorrectly. He requested that the account be corrected based on actual usage billing Mr. ******* 439 CCF from 01/27/14 to 01/24/15, Mr. ****** was originally billed 1067 CCF for that time frame. On 02/23/16, I spoke to Mr. ****** and advised him of the above findings. I advised him that his account reflects a credit balance of $387.04 and his new bill will render on 02/2/16 that will reflect the corrections. Mr. ****** thanked me for having his concerns investigated. I gave him my direct number XXX-XXX-XXXX for him to call me after he receives his bill if he has additional questions or concerns. In accordance with the Better Business Bureau request, information that personally identifies the customer is not included on this report. Distribution: ** ** ********* Better Business Bureau, File

2/24/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have been working on repairing my credit scores in order to utilize my Military Veteran Home Loan benefits. My financial advisor contacted me and informed me that I had a $40.95 collection from Laclede Gas that was placed on my experian credit report 11/2015 (it is not listed with any other credit bureau). This was news to me considering I had never received any prior communication alerting me that I had a bill. I check my Credit Karma account daily,I pull yearly, free credit reports and even as recently as June of 2015 I received a copy of my experian credit report and there was no collection account listed regarding Laclede Gas, nor had there ever been. To this day I never received a phone call, letter, email or any other notice alerting me to this matter. I called the collection agency (******) immediately to find out the details of this account offered to pay it and asked to have it deleted from my report since I had never lived at the address and never received any prior notice that a bill was owed. The agent told me to contact Laclede Gas to have the matter resolved. I did, The agent informed me that the bill looked like general start up fee amounts and they were not for actual usage of services and she also stated that according to Lacledes policies, it was unusual that they even sent the account to collections since the amount was under $50. She also told me that someone else (not me) transferred the services to their name (the new tenants or landlord I assume) and the final bill was sent to that same residence (an address I never lived at). She advised that since I was willing to pay the balance and given the special circumstances there was no reason this collection couldn't be deleted. She stated she would have a supervisor contact me to do so. I made repeat calls to Laclede to get this matter resolved and deleted. The supervisor informed me that the laclede agent gave me inaccurate info and that I had to pay the collection and it would not be deleted in spite of no notice being sent Product_Or_Service: Utilities Account_Number: XXXXXXXXXX

Desired Settlement: I want the collection to be deleted from my credit report because Laclede failed to do its due diligence in notifying me about the bill to begin. As a show of good faith, I paid the collection to show that I would never have not paid had I known about it. Laclede had my correct phone number this entire time and over the past 2 years I never received any communication regarding this $40.95 matter. My correct address was even listed on my credit report. Please help me.

Business Response: Final Consumer Response /* (2000, 7, 2016/02/24) */ I received the attached letter today from Laclede stating that the collection was place in error by Laclede and will be deleted from my credit report. I appreciate all of your assistance with this matter but would like to formally drop my complaint with Laclede regarding their incorrect actions in placing this account with collections, immidiately as the matter has now been resolved in my favor. Thank you again, ***** **********

2/22/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When I moved into my place I had a roommate named ******* ** He was responsible for the gas bill. He never paid it ended up in jail and moved back to Minnesota. Fast forward, I call laclede gas to put the bill in my name its 1800 for 2 years. I was shocked but I am a server so it took me some time to get the money. I came up with 1300 so they wouldn't shut me off. They bullied me and were very rude and threatened to disconnect my service numerous times. My mother even paid 200 and they told her that they would make an arrangement when I called back after my mother spoke to them they then said they wanted more money and that an arrangement would not be made. I asked for a supervisor who was unhelpful and then had to talk to a Manager to get that straightened out. Now we are a couple months in and i started my plan of 150 a month on November 1, i was late this last month (Jan) i received a bill on 1/26 saying to pay 300 by the 10th of feb. Then i received a letter with no warning that I was being taken off my payment plan. I went to talk to someone in person a few months ago only to find out that there is no such place. It made me distrusting in the company, they have no compassion for people they serve even when they have made great strides to just to pay a gas bill. I shouldn't have to live in fear that I wont be able to shower or cook food on my stove. I have given them almost $2000 since the beginning of October on top of my other bills. Their customer service reps have been less than nice to me as well. I called today and I paid my past due balance on Saturday which made me 15 dollars short on my rent because I thought i had until the 10th to pay so I paid $150 on Saturday the 6th and still wont put me back on my plan all while being rude. I have never felt so judged by the man I was talking to I even got to the poi t of ask him if he had ever been late while other moment I just sat in silence fuming because I was being talked down to and not worked with. Product_Or_Service: Natural gas Account_Number: XXXXXXXXX

Business Response: Initial Business Response /* (1000, 5, 2016/02/16) */ Laclede Gas Company Community Services Department Better Business Bureau CASD Investigator: ******** ******* ____________________________________________________________________________ Customer Info: Account ID: XXXXXXXXXX Complaint ID: XXXXXXX Rate: GH Residential ___________________________________________________________________________ Comments / Resolution: Ms. ******* filed a complaint with the Better Business Bureau stating that when she moved into her home she had a roommate named ***** ****** that was supposed to have been responsible for the gas bill. However, the gas bill was never paid and her roommate was incarcerated and when he was released he moved back to Minnesota. Ms. ******* contacted the Company to transfer the service into her name and was advised that the balance was $1,800.00. She was shocked that the balance had accumulated to that amount but she was able to come up with $1,300.00 to avoid disconnection. Ms. ******* states that the Customer Service Representative was rude and the Company bullied her by threating to disconnect her gas service on numerous occasions. Her mother paid $200.00 towards the balance and was told that it was not enough to establish payment arrangements. Ms. ******* spoke to a manager and arrangements were set for $150.00 per month starting in November; she was late with her payment and received a bill on 01/26/16 requesting payment in the amount of $300.00. She then received a letter stating that her budget was due to cancel due to irregular payment. Ms. ***** stated that she went to talk to someone in person a few months ago only to find out that there is no such place and now she does not trust the Company because they have no compassion for people they serve even when they have made great strides to just to pay a gas bill. To resolve her complaint, she wants her budget billing reinstated and wants an apology. Investigation Results: My investigation of Ms. ******** complaint revealed the following: On 10/30/15, Ms. ********* account was placed on the Cold Weather Rule (CWR) plan for $149.16 a month. On 11/24/15, a bill was rendered in the amount of $926.76; the amount due was$149.16. On 12/19/15, a payment in the amount of $149.16 posted. On 12/28/15, a bill was rendered in the amount of $869.23; the amount due was$151.40, which included a late fee. On 01/26/16, a bill was rendered in the amount of $981.83; the amount due was $302.83. On 02/03/16, a letter was mailed to Ms. ****** alerting her that her budget was cancelling due to irregular payments. The letter advised her to pay the balance due or the arrears ($302.83) to reestablish her plan. On 02/06/16, a payment in the amount of $150.00 posted. On 02/08/16, Ms. ****** contacted the Customer service Department, requesting to speak to a Supervisor due to her budget cancelling. On 02/09/16, a Supervisor called Ms. ***** and left a message on her voicemail. On 02/10/16, Ms. ***** filed a complaint with the BBB. On 02/11/16, Ms. ****** called again and requested to speak to a Supervisor, the Representative took a message. On 02/12/16, I spoke to Ms. ***** and apologized for any rude service she may have experienced. I explained that her budget cancelled due to her not paying the required amount monthly. Ms. ***** understood and thanked me for the explanation and stated that she understood the reason for the budget cancellation. I advised Ms. ***** that I had reset her budget to $150.00 a month to start with her 02/24/16 bill. I gave her my direct number XXX-XXX-XXXX and advised her to call me directly if she has additional questions or concerns; she thanked me for working with her. Distribution: ** ** ********* Better Business Bureau, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

2/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When I scheduled to have gas service reconnected I was told that a technician would be at my home between sometime between 12:00pm and 8:00pm on Saturday, September 26, 2015. I called Laclede Gas around 5:00pm on 9/26/15 to get an ETA, but the offices were closed for the day. I continued to wait another three hours for a technician. 8:00pm came and went, with no visit from Laclede and I had to leave as I had a previously planned engagement to attend. When I returned home later that night, there was a note on my door from Laclede stating that the technician had been to my home with the time of the visit listed as 8:53pm. That was nearly an hour after I was told someone would be at my home! I understand that emergencies come up that call technicians off of their route, but I feel that it is an unacceptable business practice to give your customers an 8 hour time frame for a service call. Laclede expected me to wait for them all day and night for a technician to arrive without a better ETA. In addition to that, it is also an unacceptable business practice to make a service call that late at night. Would you find it acceptable for company to make a service call to your home at nearly 9:00pm? I certainly don't find that acceptable. I find that to be rude and disrespectful of my home and my time. If Laclede is unable to make a service call during the time frame you give your customers, the customer should be notified. Because Laclede Gas was nearly an hour late for the service call, I had to wait until Monday to reschedule a technician to reconnect the gas. This was a total inconvenience to me, disrespectful of my time, and an unacceptable way to treat your customers. I have since moved out of that unit and into another and the charge for the reconnection did not appear on my bill until January 2016, three months after service was reconnected. Product_Or_Service: Gas service reconnection Account_Number: XXXXXXXXXX

Desired Settlement: I want the $62.00 reconnection fee refunded for coming to my home nearly an hour late for the service call (after I had waited around during the 8 hour time frame I was given), forcing me to wait until Monday to reschedule a technician to reconnect the gas later that week. This was a total inconvenience to me, disrespectful of my time, and an unacceptable way to treat your customers.

Business Response: Initial Business Response /* (1000, 5, 2016/02/05) */ Laclede Gas Company Community Services Department Better Business Bureau CASD Investigator: **** ******** February 5, 2016 ____________________________________________________________________________ Customer Info: Account ID: XXXXXXXXXX Complaint ID: XXXXXXX Rate: GH Residential ___________________________________________________________________________ Comments / Resolution: Ms. **** complaint filed with the BBB is concerning a reconnection fee assessed on her account in September 2015. She states that when she had her service reconnected, she was told that a technician would be at her home between 12:00 noon and 8:00 PM on 9/26/15. Ms. **** stated that she called the Company to get an ETA around 5:00 PM but by that time the office was closed; she continued to wait until 8:00 PM and after the technician failed to arrive within the scheduled time frame, she left to attend an engagement. Ms. **** states that when she returned home, she found a note on the door indicating that the technician had been to her home at 8:53 PM. She feels that this is an unacceptable business practice to make a service call that late at night. Ms. **** also feels that if the technician is unable to keep the schedule that he should call the customer to advise of same. She states that she was inconvenienced by this action and that the technician was not respectful of her time and that it is unacceptable to treat customers in this manner. Ms. **** also states that she recently moved and that the charge for the reconnection was not billed to her until January 2016. To resolve her complaint, Ms. ***** wants the reconnection fee waived. Investigation Results: A review of the gas account records determined that prior to Ms. ******* complaint being received in the CASD, a CSR had already attempted to contact her to advise that the reconnection fee would be waived but there was no answer. The CSR also noted that the fee was waived due to the error made during order scheduling, which resulted in the account not being set up correctly to resume billing for consumption at the address. A message was left in Ms. ******* voice mail informing her that the fee would be waived as well as a corrected bill would be forthcoming to bill her for service from 9/29/15 to 1/4/16. Ms. **** was also advised that payment arrangements are available on the adjusted bill. As the Customer Service Department has already resolved this matter, I did not contact her. Distribution: ** ** ********* Better Business Bureau, File

2/10/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: 1/29/2016 I called Laclede Gas to find out how much my gas bill was, because I was supposed to be on budget billing. I asked him if it had the budget billing on it. He said no I was kicked off the budget billing. I asked him how when I just paid the bill completely on 12/31/15. He told me because I was late on my 1/7/16 bill. I asked him how was the payment was late on 1/7/15 when I paid the full amount on 12/31. It was supposed to go back on budget billing during the month of January and to be paid off on 2/1/16. He explained to me that in December I actually paid my November bill and on 1/7/16 I was supposed to pay for December. I was not aware of this. I was under the impression that I was caught up because a previous phone call the lady told me I was caught up and I wouldn't have a payment again until 2/1/16. So when I called on 1/29/16 to check my balance and it actually sent me to representative told me all this info. And when I asked to speak to a supervisor and he put me hold rudely and told me the supervisor would call me within 7 to 10 days. He told me my balance was $81.75. I'm not sure that is correct, because it's supposed to be on budget billing.

Desired Settlement: I would they like them to explain the situation more clearly and would like to be back on budget billing.

Business Response: Initial Business Response /* (1000, 5, 2016/02/04) */ Laclede Gas Company Community Services Department Better Business Bureau CASD Investigator: ******** ******* ____________________________________________________________________________ Customer Info: Account ID: XXXXXXXXXX Complaint ID: XXXXXXX Rate: GH Residential ___________________________________________________________________________ Comments / Resolution: Ms. ********** complaint filed with the Better Business Bureau is concerning the cancellation of her budget billing. She stated that on 01/29/2016, she called Laclede Gas inquiring about her account balance because she was on budget billing. The Representative advised her that her budget billing had cancelled; Ms. ****** questioned why her budget cancelled since she had paid her bill in full on 12/31/15. The Representative advised her that she was late paying her 01/07/16 bill; she advised him that the payment was made on 12/31/15 so it was early. The Representative explained that in December she paid for November and when she paid on 01/07/16 that paid for December. Ms. ******* believed that she was caught up until 02/01/16. She contacted the Company again on 01/29/16 the Representative was rude and confirmed that her budget cancelled and her account balance was $81.75, Ms. ******** requested to speak to a Supervisor and was advised that a Supervisor would return her call in 7 to 10 days. To resolve her complaint, Ms. ****** is requesting an explanation as to why her budget cancelled and to be placed back on budget billing. Investigation Results: My investigation of Ms. ******** complaint revealed the following: On 10/06/14, Ms. ****** received a pledge in the amount of $126.00; her account was placed on the Cold Weather Rule (CWR) plan for $75.00 a month. o NOTE: Although Ms. ***** paid often, she did not pay every month nor did she pay the required amount. On 11/3/15, a notice was sent to Ms. ****** advising her that her budget billing was cancelled due to irregular payments. The letter advised her to pay her balance due or the arrears ($274.74) to restore her budget billing. On 11/05/15, a bill was rendered reflecting an amount due of $247.36; Ms. ****** was further past due on her budget than her actual gas balance. On 11/15/15, a payment in the amount of $75.00 posted. On 12/31/15, a payment in the amount of $69.68 posted. On 12/28/15, Ms. ****** spoke to a Customer Service Representative and was advised that her account balance was $69.68 and would be past due after 12/28/15. On 01/07/16, a bill was rendered (budget cancelled) reflecting an account balance of $ 81.75. On 02/01/16, Ms. ******* filed a complaint with the BBB. On 02/02/16, I spoke to Ms. ***** and apologized for any rude service she may have experienced. I explained the above information to her in detail. Ms. ***** understood and thanked me for the explanation and stated that she understood the reason for the budget cancellation. I advised Ms. ***** that I had reset her budget to $75.00 a month to start with her 02/04/16 bill. I gave her my direct number XXX-XXX-XXXX and advised her to call me directly if she has additional questions or concerns; she thanked me for working with her. Distribution: ** ** ********* Better Business Bureau, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

2/8/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They screwed up my bill and refuse to initiate service at my new address until I pay off the bill on my current residence, which bill I do not have! I called LaClede Gas last night (1/11/16) to schedule a service disconnect at my current residence and service initiation at a home I'm purchasing on 1/13/16. The representative I spoke to (I didn't get his name) said my name was "not attached" to that address. He said he'd look into it and put me on hold for about 15 minutes. When he came back, he told me my name had been taken off the address and no bill had been sent since 10/2014. I, for some reason, stopped receiving mail about the beginning of 2014, though the post office insisted they were delivering mail (don't ask). So, since then, I have been paying my ****** and LaClede bills blindly - without really knowing how much I owed. I don't have internet outside work, so I never set up an online account. A little over a year ago, I received a check from LaClede for almost $300. At the time I thought I had just really overpaid my bill, so I didn't cash the check, opting to leave the money in the account and wait until they notified me I owed money again. My bills were only running $15-20 while I was receiving them. I explained all of this to the man during this conversation. I spent a total of 30 minutes on the phone with him. He could not explain how or why my account was removed, but told me I was responsible for the gas service during these last several months (which I'm not disputing). He then proceeded to tell me that I would have to be rebilled for the service and "take care of" the bill, BEFORE I could set up service at my new residence. I told him this was not my mistake and that I shouldn't be responsible for it. I also reminded him of the check I had not cashed. He told me that it could be credited to my account, but that I would still have to take care of the old account before they could start the new service. This in the middle of January and in spite of it being OBVIOUSLY THEIR ERROR!!! I told him they better take care of it and email me a bill by this am or I would be calling a supervisor and hung up. Of course I received no email, so I called early this afternoon, and asked to speak to a supervisor. I was told no supervisors were available, but I could put in a request for a supervisor call back. That took several minutes, and the girl told me a supervisor would be calling back shortly. I never heard back, so I called back this evening. That girl said "You know there's a 24 hour turnaround on supervisor call-backs" - No I didn't know. I told her I was contacting BBB and possibly State's atty. She told me I could do that - gee thank you and that she could connect me to supv voicemail. So, I had her connect me and I left a vm that I was contacting BBB and SA. BTW Disconnect/service start w/ ****** took all of 2 minutes.

Desired Settlement: First, I want service started at my new address on 1/13/16. Second, I want them to figure out what the bill for the old address is. Then, depending on how much it will cost, and because THEY made the mistake, I expect them to allow me to make payments as I can afford to WITHOUT charging interest. Third, if they do not fulfill the first and second resolutions, they WILL be compensating me!!!!!

Business Response: Initial Business Response /* (1000, 7, 2016/01/29) */ Laclede Gas Company Community Services Department Better Business Bureau CASD Investigator: **** ******** _______________________________________________________________________________________ Customer Info: Account ID: XXXXXXXXXX Rate: GHRES Complaint ID: XXXXXXX _______________________________________________________________________________________ Comments / Resolution: Ms. ***** contacted the BBB and stated the following: The Company messed up her bill and is refusing to initiate service in her name until she pays off the bill, which she does not have. She called the Company on 1/11/16 to schedule a turn off at **** ****** and schedule a turn-on at *** S ***** and the CSR advised her that her name was not to **** ******* The CSR advised her that he would have to look into it and placed her on hold for about 15 minutes and when he came back on the line, he advised that her name had been taken off the address and that no bills had been rendered on the account at **** ***** since 10/2014. o Note: Ms. ***** acknowledges that she did stop receiving mail about the beginning of 2014, though the post office insisted they were delivering mail and that since that time, she has been paying her Ameren and Laclede bills blindly, without really knowing how much I owed. Ms. ***** stated that a little over a year ago, she received a check from the Company for almost $300.00 and at that time, she thought she had just overpaid her bill; she did not cash the check and opted to leave the money in the account and wait until she was notified that she owed money again. Ms. ***** claims her bills were only running $15.00 to $20.00 when she was receiving them. Ms. ***** stated that she spent approximately 30 minutes on the CSR explaining the above information and that he could not explained to her how or why her account was removed; the CSR merely advised her that she was responsible for the gas service during the last several months, which she is not disputing. Ms. ***** stated the CSR advised her that the account would have to be rebilled first and that the payment would have to be "taken care of" before she could start service at her new residence and when she reminded him of the check that had not been cashed, the CSR advised her that it could be credited to the account. Ms. ***** stated that she requested that the CSR have a bill mailed to her by 1/12/16 or she would be contacting a Supervisor and after she did not receive the bill, she called and asked to speak to a supervisor but was told no one was available. She left a message for a call back and after no one called her back, she placed a second call and requested a Supervisor and was told that there is a 24-hour turn around for Supervisors to return calls. After threatening to contact the BBB and/or the States Attorney's Office, she was connected with a Supervisor's voice mail. To resolve her complaint, Ms. **** wanted her service started at her new address effective 1/13/16 and second, she wanted the Company to figure out what the bill for the old address is and then depending on the amount, establish an affordable payment plan on the bill. Investigation Details: My investigation of Ms. ******** complaint confirmed that on 9/3/13, a technician was routed to **** ****** to start the service in her name. On the day in question, Ms. ***** called and stated that she had missed the technician. The original order was subsequently cancelled so that a new same day order could be entered. The second order was completed by the technician; however, the previously cancelled order overrode the second order, thus the account was never set up in Ms. ******** name for billing purposes. At the time the original order was taken, a security deposit of $62.00 was assessed on the account; to be billed in 4 installments of $15.50. On 9/26/13, a bill was rendered for the first security deposit installment; the bill also included a gas account number for payment purposes. Despite no bills being rendered for gas usage, Ms. ***** did make payments under this account number totaling $270.00. On 10/1/14, due to the a credit balance being on the account for several months without any usage being billed, the $270.00 credit, along with deposit interest of $2.09 was refunded to Ms. ****** which is the check she is referring to in her complaint. o Note: The Company did err in not catching this billing issue sooner; however, there is no record that Ms. ***** called to question why she was not receiving bills for usage at the address. As Ms. **** acknowledges that she resided at the address and is responsible for the usage, on 1/29/16, I issued a rebill on the account to correct this error. However, in accordance with the MPSC's Tariff, which permits the Company to go back one year from the date of discovery to correct an undercharge, the rebill period is from 1/13/15 - 1/13/16, a total of 482 CCF was used during this period; the cost for the gas is $718.76. The gas used from 9/13/13 - 1/13/15 (16 months) is not collectible. Also, Ms. ***** is eligible for payment arrangements on the bill up to 24 months. As for her request to start service at her new address effective 1/13/16, the records indicate that gas service was activated in her name effective 1/13/16, which is the same day requested as the ending date for the previous tenant. Distribution: ** ********* Better Business Bureau, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

2/2/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A collection agency has contacted me about an unpaid Laclede Gas bill for $365.24 with only a reference code and date of service 12/24/1994, when I contacted Laclede Gas they could provide no bases for the charge or information why this charge has never appeared on any of my previous bills, they informed me that my account has been closed and that I will have to pay this unspecified bill in order to reopen my account. Account_Number: XXXXXXXXXX

Desired Settlement: Since I will have to reopen the account before this can be resolved, I am requesting that my account be credited with the $365.24 amount.

Business Response: Initial Business Response /* (1000, 5, 2016/02/01) */ Laclede Gas Company Community Services Department Better Business Bureau CASD Investigator: **** ******** February 1, 2016 ____________________________________________________________________________ Customer Info: Account ID: XXXXXXXXXX Complaint ID: XXXXXXX Rate: GH Residential ___________________________________________________________________________ Comments / Resolution: Mr. **** contacted the BBB and complained that a collection agency contacted him about an unpaid gas bill in the amount of $365.24; the only information provided is a reference code and date of service, 12/9/94. Mr. ***** stated that when he contacted the Company, the CSR could not provide any bases for the charge or information as to why the bill never appeared on any of his previous bill. He was told that the account has been closed and that he would have to pay an unspecified bill in order to re-open his account. To resolve her complaint, Mr. **** wants a billing adjustment as he will have to re-open the account to resolve this matter; he wants a credit for $365.24. Investigation Results: My investigation of Mr. ******** complaint revealed the following: The bill in question, $365.24, is for service in Mr. ******** name from 12/24/94 through 7/24/15. On 7/24/15, the Company was notified that **** ****** who was previously listed as a financially responsible party on the account, filed a Chapter 7 Bankruptcy on 7-23-15, removing herself from being financially responsible for any debt before 7-23-15. However, Mr. ***** remained financially responsible as he was not included in the bankruptcy. The service was stopped in Mr. ******* name effective 7/2/15. On 8/6/15, a final bill was rendered on the account in the amount of $365.24. On 8/31/15, 9/18/15 and 10/16/15, notices were mailed to Mr. **** requesting full payment of the bill within 10 days to close the account and avoid further collection activity. The notices also warned that in addition to other collection activities, his payment performance may be reported to the credit reporting agencies. On 12/21/15, the account was placed with a collection agency. On 1/25/16, Mr. ***** contacted the Customer Service Department and a CSR noted that he explained that the service date for the bill was from 12/24/94 (start date) - 7/24/15 (stop date). At the conclusion of the call, Mr. ***** stated that he would remit the payment. As Mr. ***** has been correctly informed and the final bill and/or notices were rendered on his account, an allowance on the debt is not warranted. Mr. ***** can either remit the payment to Laclede or he can pay the collection agency. If Mr. **** is seeking gas service at another address and has the service turned on prior to 3/31/16 service can be restored under the CWR budget plan for a less than the full balance. After 3/31/16, the bill will have to be paid in full before service will be started in his name at a new address. Distribution: ** ** ********* Better Business Bureau, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

2/2/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Seems like a recurring theme as I have read through complaints on here and consumer.com Got a huge bill this past statement, over $400. Our largest bill prior to this was $212 in the history of our home which is 8 years old The billing period was 11-10-15 thru 12-10-15. Keep in mind, this has been one of the warmest winters to date, house is kept below 69, and Natural gas prices are at 52 lows Upon calling they said Meter is not working properly, switched Meter. Now they are telling me I owe $742.13. How is this possible? What a complete Scam They keep telling me i will get a call and I am having to call.

Desired Settlement: My bill should be Under $100 and there is to be investigation into this company that obviously is doing this behavior over and over

Business Response: Initial Business Response /* (1000, 7, 2016/01/27) */ Laclede Gas Company Community Services Department Better Business Bureau Received: 01/13/2016 CASD Supervisor: ******** ******* ___________________________________________________________________________ Customer Info: Account ID: XXXXXXXXXX Rate: GH Residential Complaint ID: XXXXXXX Comments / Resolution: Mr. ********* complaint filed with the BBB is concerning a high bill. He stated that he received a bill in the amount of $400.00 for the billing period of 11/10/15 to 12/10/15; he has been at the premise for 8 years and previously during the same billing periods his bills were $212.00. Mr. ****** states that this has been a warm winter and he keeps his thermostat on 69 degrees. He contacted the Company and was advised that his meter was changed because it was not working properly. After the billing was investigated the charges increased to $742.13. To resolve his complaint, Mr. ***** wants his account adjusted and the charges lowered to under $100.00; he wants this matter investigated. Upon reviewing the records for Mr. ******** account, I discovered that on 01/13/16 the matter had already been resolved by a Customer Service Supervisor and the charges had been adjusted. The Customer Service Supervisor explained in detail that the catch-up that he received should have been sent after AMR was reprogrammed 07/21/2015; however the system erroneously issued estimated bills rather than producing the catch-up bill sooner. Account Details: On 12/10/15, Mr. ********* meter was changed and a catch-up bill was rendered in the amount of $416.01. On 12/31/15, Mr. ******* contacted the Customer Service Department inquiring about the high bill. The Representative scheduled a meter reading. On 01/04/16, the meter was read. On 01/05/16, Mr. ****** contacted the Customer Service Department and was advised that prior to the meter change the last 5 bills were estimated. Later on 01/05/16, a Billing Supervisor reviewed the account and stated that billing needed correcting from 01/11/15 to 12/10/15 which generated a bill in the amount of $876.18. On 01/09/16, Mr. ******* contacted the Customer Service Department he requested that his bills from 01/2014 to 12/2015 be e-mailed to him. Mr. ****** also requested that a Supervisor contact him regarding this billing matter. The Billing Supervisor reviewed the account again and stated that the problem was with the AMR not the meter. He reviewed the AMR readings and the issue has been longer than 1 year; the corrected billing was billed on 12/10/15 reflecting that the usage was from 11/11/15 to 12/10/15. When the billing was corrected to spread the usage from 01/11/15 to 11/10/15 the billing increased; so the bill was cancelled and Mr. ***** was charged for the lesser amount since it was in his favor. On 01/13/16, The Customer Service Supervisor called Mr. ******** and explained the catch-up billing in detail. Mr. ****** understood. The Supervisor e-mailed Mr. ******* his bills from 09/2012/ to current. Distribution: ** ** ********* Better Business Bureau, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

2/1/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We moved into our home on 2/25/15 and that day our gas service was turned on by Laclede Gas. Fast forward to my November 3, 2015 billing statement from Laclede Gas which reflects a total of $1,207.55 based on approximately 1893.65 Therms. I have contacted Laclede Gas customer service and every time I speak with a representative I am given the run around and have been told that a supervisor would call me per my request. Most recently on January 11, 2016 I spoke with another customer service representative from Laclede Gas and she informs me that the reason for this added amount to my billing statement is because of a module on the gas meter that sends usage/meter readings to Laclede Gas was not functioning for the 4 months between from 3/3/15 through 7/1/15. During that time period I was billed a total of $100.88 by Laclede Gas. Once again I advised the representative from Laclede Gas that I am disputing this the amount. First, Laclede Gas never bothered to notify me of any issue with the gas meter and waited 8 months before this amount appeared on a billing statement with no explanation. Secondly, I am a mechanical engineer in the HVAC industry and have included a spreadsheet for reference because the total number of Therms Laclede Gas is claiming used in this 4 month time period is 7 1/2 times greater than the total Therms actually used in a 6 month period; 7/1/15 to 1/4/16. There is absolutely no way our usage was that high given the time of year and the size of our home. As of today, I have yet to receive a phone call back from a supervisor/manager with Laclede Gas and I am not sure how to get this matter resolved. Product_Or_Service: Gas Service Account_Number: XXXXXXXXXX

Desired Settlement: I would first like the BBB to assist me in resolving this matter with Laclede Gas. In addition, I would like Laclede Gas at their expense to install a new gas meter and module to ensure this doesn't happen again and I have the assurance their equipment is functioning properly. Lastly, I want Laclede Gas to issue a credit in the amount of $1,207.55.

Business Response: Initial Business Response /* (1000, 7, 2016/01/29) */ Laclede Gas Company Community Services Department Better Business Bureau Received: 01/14/2016 CASD Supervisor: ******** ******* ____________________________________________________________________________ Customer Info: Account ID: XXXXXXXXXX Complaint ID: XXXXXXX Complaint / Inquiry: Mr. ***** filed a complaint with the BBB stating that they moved to **** ******** Dr. 02/25/15 and that day gas service was established. Mr. ****** received his 11/03/15 billing statement from Laclede Gas which reflected charges of $1,207.55 for approximately 1893.65 therms. He contacted the Company and a Representative gave him the run around, Mr. ***** requested to speak to a Supervisor and was advised that a Supervisor would call him back. On 01/11/16, he spoke with another Customer Service Representative and she informed him that the reason his high bill was due to a module on the gas meter that transmits the usage/meter readings was not functioning for the 4 months he has been residing there from 3/3/15 through 7/1/15. Mr. ******** states that during that time frame he was billed a total of $100.88 by Laclede Gas. Mr. ********* is a Mechanical Engineer in the HVAC industry and have included a spreadsheet for reference because the total number of therms Laclede Gas is claiming he used in 4 months is greater than the total therms actually used in a 6 month period; 7/1/15 to 1/4/16. As of 01/14/16, he had not received a phone call back from a Supervisor/Manager from Laclede Gas and he is not sure how to get this matter resolved. On 01/14/16, Mr. ****** filed a complaint with the Missouri Public Service Commission (MPSC) regarding this same matter. The investigation found: On 01/15/16, I contacted Mr. ***** and apologized for any inconvenience. I advised him that his concerns had been forwarded to the Meter Reading & Billing Department for a thorough investigation and I would contact him back with the findings once the investigation had been completed. Upon receipt of this inquiry, I contacted the Meter Reading & Billing Department to discuss Mr. ******** concerns. A Meter Reading Analyst stated that the AMR at **** ***** Dr. appears to have slowed down in early 2010. He stated that the gas service was turned off on 05/27/10; a Laclede Gas technician noted that the meter read ***** and it was read again the next day 05/28/10 for a turn on. The AMR reading on 07/05/10 was ***** which indicates that the AMR was registering slowly at that time. Review of CCF used per AMR reads shows a gradual decline in usage registered each year and then a sudden reduction in usage registered beginning mid-2013. Annual usage May through May per AMR reads is as follows: 2009 - 2010 - 1032ccf 2010 - 2011 - 785ccf 2011 - 2012 - 643ccf 2012 - 2013 - 560ccf 2013 - 2014 - 29ccf 2014 - 2015 - 0ccf The Meter Reading and Billing Manager reviewed the account and stated that the original catch-up bill dated 11/03/15 for 1944 CCF was incorrect. He requested that a Billing Specialist correct the billing on Mr. ******** account and only bill him from his move in date of 02/24/15 to the AMR repair date of 10/24/15; 8 months 676 CCF. The Meter Reading & Billing Department manually entered the usage month by month for the break-down. The Supervisor in the Meter Reading & Billing Department stated that the CCF are spread between two different rates (Winter & Summer) so once a change is made in the way usage gets billed the dollar amount may change. Mr. ********* corrected catch-up bill was for 676 CCF the account balance decreased from $1,482.25 to $729.58. Account Details: The AMR appeared to slow down in 2010. Since service was established for Mr. ***** on 02/24/15 the account reflected zero usage, the system accepted the readings as accurate, and thus no billing error alerts were generated. On 07/13/15, a high/low was created; the Billing Specialist thought the reading was a misread by the technician. The Meter Reading & Billing Manager stated that this should have been sent out as a metering exception case for verification. He stated that he spoke to the Representative and reminded him that situations such as this should always be sent to Landis & Gyr if there is an in and out difference from the meter and AMR. On 10/19/15, Landis & Gyr produced a Meter Exception Case due to a low battery. On 10/24/15, Landis & Gyr visited the premise as requested and replaced/repaired the AMR module. On 11/03/15, a catch-up bill was rendered in the amount of $1,282.50 for 1944 CCF used from 10/02/15 to 11/02/15. The catch-up bill; erroneously billed Mr. ****** for usage from 2013. On 12/02/15, a bill was rendered reflecting an account balance of $1,369.49. On 01/05/16, a bill was rendered reflecting an account balance of $1,482.25. On 01/11/16, Mr. ***** contacted Customer Service and was advised by the Representative that the AMR was running slow was the reason for the catch-up bill. Mr. ******* disagreed and requested to speak to a Supervisor. The Representative took his call back information and advised him that a Supervisor would return his call. On 01/14/16, Mr. ***** filed a complaint with the MPSC and the BBB. On 01/22/16, I spoke to Mr. ****** and advised him of the above findings. He stated that he received a corrected bill 01/21/16 that he is not sure that he agrees with. Mr. ******* requested that I send him the AMR reads and copies of his bills for review. He advised me that he will review the information but he still does not believe that he used that amount of gas during that time frame. I advised Mr. ******* that the AMR was running slow but the meter tested fine. Mr. ****** has my direct number XXX-XXX-XXXX and will call me if he has additional questions or concerns after he receives the information. In accordance with the Better Business Bureau request, information that personally identifies the customer is not included on this report. Distribution: ** ** ********* Better Business Bureau, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION Page 2 of 2

1/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been going back and forward with Lacede Gas Company for three days. After ***** ****** has told me at 3:15pm on January 7, 2016. To call Laclede at 3:45pm to schedule a turn on service that day. Leclede Gas Company told me to call back that Friday January 8th. Which I did that afternoon for them to refuse because they saw that my sister call the gas company for a gas leak. I told them that there is no gas leak at the apartment. That even the guy told them to tell me that I can start service that day. The lady agreed that she see the pledge but, I had to call back on Monday to turn on service I did. I am still getting the run around. It's snow outside and I have a premature newborn.

Desired Settlement: DesiredSettlementID: Finish the job I just want to have my gas turned on immediately.

Business Response: Initial Business Response /* (1000, 5, 2016/01/19) */ Laclede Gas Company Community Services Department Better Business Bureau CASD Investigator: **** ******** ____________________________________________________________________________ Customer Info: Account ID: XXXXXXXXXX Complaint ID: XXXXXXX Rate: GH Residential ___________________________________________________________________________ Comments / Resolution: Ms. ****** complaint filed with the BBB is concerning a delay in having her service reconnected. She stated that the ***** ****** advised her on 1/7/16 that they had made a pledge on her account and to call the Company to schedule her order and when she did, a CSR advised her to call back on 1/8/16 to schedule the order. Ms. **** stated that when she called on 1/8/16, the Company refused to schedule her turn-on order the same day. She called again and the CSR confirmed that a pledge had been made, but told her she would have to call back on Monday; Ms. **** stated that she believes she is getting the run around . To resolve her complaint, she wanted the service turned on immediately. Investigation Results: My investigation of Ms. ******** complaint determined that on 4/20/15, she contacted the Customer Service Department and requested a turn-off for her premise at **** ****** On 4/21/15, a technician was dispatched to complete the order; however, upon arrival there was no access to the meter, nor could he disconnect the service at the service point. Erroneously, Ms. ******** account was stopped in our billing system even though the gas service remained on at the premise. On 4/21/15 a final bill was rendered in the amount of $357.74. On 5/1/15, a late fee of $4.78 was assessed on the bill as it remained unpaid; total due was $362.52. On 11/3/15, Ms. ***** called to schedule a turn-on; the order was scheduled for 11/6/15 because the Company had been notified of a forthcoming Energy Assistance pledge of $296.00. o Note: The CSR who scheduled this order failed to discover the error made in April 2015. On 11/6/15, a technician was routed to the premise to complete the turn-on but was unable to do so because there was no access. Later that morning, Ms. **** contacted the Customer Service Department and stated that she was in the hospital and would call back to re-schedule the order after her child was born. On 11/20/15, when the pledge payment was received, it was rejected and sent back to the state in that as part of our agreement with the State, the gas service must be active when the payment is received. On 1/7/16, Ms. **** contacted the Company to schedule her turn on; however, since the pledge had been returned, she was advised that she must notify the agency to re-submit and/or notify the Company of the forthcoming pledge. Ms. **** called back the same day at 4:52 PM and the CSR noted that she advised there was no record of a pending pledge. On 1/8/16, a party identifying himself as Ms. ******* father called in to report a gas odor. A technician was dispatched to Ms. ******* premise to investigate the odor and found no leaks. While at the premise, it was discovered that the gas had been on since 4/21/15 and that Ms. **** had not been billed for the usage. The technician was instructed to leave the gas off because no one had ever called to have the service re-established for billing purposes. Later the same day, Ms. ******* father called again regarding scheduling a turn-on order and was advised that Ms. **** would have to call to schedule the order. Ms. ***** then called and was told that she would have to await the results of an investigation by the Company as to how much usage had occurred since April 2015 and by whom. On 1/11/16, Ms. **** called again and was advised that the investigation was on-going and to call back in a couple of days for the results and/or to schedule the order. On 1/14/16, the turn-on order was scheduled for 1/15/16 with instruction to back bill Ms. **** for the usage since 4/21/15 as it was determined that she had not moved and was still occupying the premise. On 1/15/16, the service was turned back on in Ms. ******* name, using the $296.00 energy assistance pledge as the initial payment. On 1/19/16, the rebill was completed; total cost of gas service from 4/21/15 - 12/29/15 was $357.92; the total balance due on the account is $752.23. Ms. ****** will be placed on the CWR budget plan using the $296.00 energy assistance pledge as the down payment; the budget plan will begin with her next bill, which will be rendered on 1/28/16. Note: As Ms. ******* gas service has already been restored, I did not contact her. Distribution: ** ** ********* Better Business Bureau, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

1/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Customer service refuses to resolve issue and can't get response from foreman or supervisor regarding gas shut off to oven and cooktop Called Laclede to fix igniter issues on gas cook top. Employee arrived and said it was easy to fix and said he had to shut off gas to do work for 10 min Asked if gas would be turned back on when he was done and he said yes. He said other parts would have to be ordered to further repair oven and cook top or he said may be cheaper to get new ones He had me sign papers charging me $97 for the 10-15 min he was at my house. He left and no one called back from Laclede about parts costs or further repairs. Tried to use cook top 4 hours later and realized the gas was still shut off. Called Laclede immediately and was put on hold for 15 min and then hung up on, called back, put on hold again. Asked for supervisor who they refused to let me talk to, told to learn to use my microwave, told by employee that a message would be left for supervisor and foreman to call me back with no return call. My son in law then called and he was told that supervisor would call me by 7pm and no one called back. I'm 77 yrs old and just had open heart surgery two weeks ago I have to be able to use my cook top and oven daily as I am on special diet. I was mislead by the technician and no one will help me at Laclede Gas Company I want a credit on my bill for the $97 they charged me and for them to fix my kitchen so I can stay in my home

Desired Settlement: Refund of $97 and my oven and cooktop fixed immediately and gas turned back on

Business Response: Initial Business Response /* (1000, 5, 2016/01/21) */ Laclede Gas Company Community Services Department Better Business Bureau CASD Investigator: **** ******** ____________________________________________________________________________ Customer Info: Account ID: XXXXXXXXXX Complaint ID: XXXXXXX Rate: GH Residential ___________________________________________________________________________ Comments / Resolution: Ms. ******** complaint filed with the is concerning repair work performed by Laclede technicians on her range top and shut off valve for her oven. She states that neither Customer Service, nor a Foreman will respond to her complaint. Ms. ***** states that she called the Company to make repairs to the igniter on her gas cook top and when the technician arrived, he advised her that the repairs were easy. She also states that the technician advised her that other parts would have to be ordered to complete the repair to her oven and cook top or it may be cheaper to get new ones. Ms. ***** states that the technician had her sign a paper charging her $97.00 for the 10 - 15 minutes that he was at her house and after that, no one called her back from Laclede about the cost of the parts or further repairs. She states that she tried using the cook top and then realized that her gas was off so she called the Company and allegedly was hung up on. She called again and requested a Supervisor and a message was taken for a call back but no one ever called. Ms. ***** states that her son then called and again they were told that a Supervisor would call them back but no one ever did. To resolve her complaint, Ms. ***** wants the $97.00 fee refunded to her. Investigation Results: My investigation of Ms. ******** complaint revealed the following: On 1/6/16, a service technician was routed to her premise to make repairs to her range and built-in oven. The technician noted that he was unable to complete the repairs because he needed to order the parts. The range/oven needed 2 flex connectors. He issued a hazard on the oven and range top due to the appliance having an uncoated brass/button type connector. o Note: The technician was at the premise for 30 minutes and Ms. ***** was charged $97.20 for the trip charge. The same day, at 5:16 PM, Ms. **** contacted the Customer Service Department regarding her range being left off, the CSR noted that she placed her on hold to review the service order and when she went back in on the line, the call was dropped and another dropped in. She did not attempt to call the customer back when she finished the other call. o Note: After the service call, multiple calls were received from persons who identified themselves as Ms. ******** daughter and son were received; they wanted to complaint about the repair work and about the gas being left off. Messages were taken for a Supervisor/Foreman to return their calls; however, they were expecting a call back immediately. The Foreman, who is the technician's Supervisor, is in the field and would not have been returning their call until the next day. On 1/7/16, two additional calls were received from Ms. ******* daughter; upon locating an available Supervisor, he call was transferred. The Supervisor noted that Ms. ******* daughter was upset because she had requested numerous call backs and no one called her. Ms. ******** daughter also alleged that the technician did not inform her mother that he was turning off the gas, nor did he tell her what part was needed. She also stated that the part could have been bought at home depot and she would not have had to wait days for Laclede to get part and come back out. The Supervisor apologized for the delay in receiving a call back from the Foreman and explained that a return call from the field takes approximately 24 hours. Later that morning, a technician was routed to the premise to repair the oven/range top. The technician replaced 2 brass flex connectors and left the gas on. Note: The cost for the labor was $255.00; the cost for the parts was $58.23. Ms. ***** was not charged another trip charge. The combined total of the 2 service calls, plus parts was $410.43. However, as a customer service gesture, the Foreman issued a $50.00 allowance on the total bill, leaving a balance due of $360.43. Ms. ******* BBB complaint was subsequently referred to an Administrator over the service department and he in turn contacted Ms. **** to discuss the complaint. The Administrator reported that upon speaking to her, she stated that he had not filed a complaint and appeared not to know what he was talking about. He asked her if her range/stove top was working and she stated yes. Ms. **** then stated that perhaps her son or daughter-in-law had filed the complaint because they were upset about her gas being turned off. The Administrator explained to her that the gas to her furnace was not turned off; only the gas to the range/cook top, but Ms. ***** seemed to not understand the difference. The Administrator inquired a second time if her gas was on to the range/cook top and she stated yes; no other action was taken by the Administrator. Distribution: ** ** ********* Better Business Bureau, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

1/15/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Account wrongly sent to collections This company sent my account to collections without making even ONE attempt to notify me that it was overdue. They have my current and correct email address on file, I have checked all my inboxes, not SINGLE email.

Desired Settlement: I want this collection item entirely removed from my credit report.

Business Response: Final Consumer Response /* (1500, 9, 2016/01/15) */ Business seems to have fixed the problem satisfactorily, I am just waiting to see the item actually removed from my credit score.

12/28/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Service was shut off and once payment was made for service to be restored it was not. Children under 2 years old live in the home and service has been shut off for a few days already. Payment was made, service should be restored.

Desired Settlement: I would like my service restored the same day my payment is made, not the following business day. With the amount of revenue this business which monopolizes service in this state generates they should have enough employees to take care of service restoration. They have a gentleman riding around in an unidentified car for business purposes to shut off service they can do the same for restoring service. They have their money.

Business Response: Initial Business Response /* (1000, 5, 2015/12/22) */ Laclede Gas Company Community Services Department Better Business Bureau Received: 12/22/15 CASD Supervisor: ******** ******* ___________________________________________________________________________ Customer Info: Account ID: XXXXXXXXXX Rate: GH Residential Complaint ID: XXXXXXX Comments / Resolution: Mr. ********* filed a complaint with the BBB stating that his gas service was disconnected for non-payment; after he made the payment he service was not immediately restored. Mr. ***** has children under 2 years old in the home and the gas was off all day. To resolve his complaint, Mr. ***** wants his gas service restored since his payment has been made. Account Details: A review of the records for Mr. ********* gas account revealed the following. On 11/30/15, the severance process started; a notice was mailed advising Mr. ****** to pay a minimum of $290.33 on or before 12/14/15 to avoid disconnection. On 12/09/15, a 96-Hour notice was mailed; advising him to pay a minimum of $153.40 on or before 12/14/15. On 12/16/15, the gas service was disconnected for non-payment. On 12/17/15, Mr. ***** contacted the Customer Service Department and a Representative advised him that his account balance was $393.40; under the Cold weather Rule he could pau 1/2 his balance $174.00 to restore service. On 12/18/15, Mr. **** paid $175.00, the next available date to restore service was the next day 12/19/15. Mr. ***** was upset and wanted his service restored that day. The Representative advised him that the route for 12/18/15 was over booked. On 12/19/15, Mr. ******* continuously called the Company; he spoke to 2 Supervisors in attempt to get an estimated time of arrival for reconnection. He became irate when a guaranteed time could not be given. On 12/19/15, the technician arrived to restore the service; due to a leak in the fuel run the service could not be restored. On 12/21/15, Mr. ****** contacted the Customer Service Department stating that the repairs were made and the reconnection was scheduled for the next available date of 12/22/15. On 12/22/15, Mr. ******** gas service was restored. Since Mr. ******* was properly advised by the Customer Service Department and his gas service was restored, the CASD did not contact him. Distribution: ** ** ********* Better Business Bureau, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

12/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been working with your company in regards to a gas bill on **** ********** Acct# XXXXXXXXXX. We bought the aforementioned property as a foreclosure on 02/21/2014. At that time it had been vacant for 3 years and did not have functioning furnaces. On January 16th, 2015 you came out to replace the meter and told me it was not functioning therefore I did not have any meter readings prior to this date. On February 16th, 2015, I received a bill for $1,517.06 that was based upon hypothetical usage, not actual meter readings. I was informed that this balance was calculated based upon the average temperature for the months we owned the property assuming that it was occupied and that the furnaces were in working order and in daily service. The furnaces were not functioning during that time as the property was vacant. On Febuary 18th, 2015, I talked to a supervisor named **** who said she understood the situation and that it was being sent to research and that someone would get back to me. No one got back to me, however we received another bill on March 10th, 2015 for the same amount. On that same date, we also received a disconnection notice. On March 16th, 2015, I talked with another supervisor named ******. She said they would not disconnect and that she would send my request to someone higher up to review and they would get back to me. No one ever got back to me. On March 17th, 2015 we received another bill for $319 for current use charges. We believed this bill to be accurate, therefore we paid it however it also carried over the previous balance of $1,517.06 which was under disputed. On May 14th, 2015 we received a new bill for $1919.88. I called and again, spoke with ******, a supervisor. She confirmed that it was her who I had spoken with before but didn't know it had not been resolved. She told me she would get it resolved. On November 17th,2015, we received a final collection notice again with a balance due of $1,557.70. December 2, 2015 I called and after being on hold for 52 minutes the Laclede phone representative said that there wasn't a supervisor available and that she was unable to help me. She would have a supervisor call me back. On 12/03/2015, a supervisor called back and left me a message stating that they had completed their investigation and that all of the charges were accurate. No one ever contacted me about this investigation and I was not given an opportunity to further communicate the situation. We know for a fact that there were no meter readings that reflect these charges because the home was unoccupied and the gas service was not in use. For this property, I challenge your process of basing usage on possible usage pulled from the ether rather than on actual meter readings. We have tried for an entire year to work this out with the gas company and I have received poor customer service throughout. On my original call, discussions with supervisors, and based on your records of actual use, it is clear that Laclede should have extinguished the hypothetical charges. I want this situation resolved and the $1,557.70 charges removed. I would appreciate your immediate assistance in resolving this matter as it has been incredibly frustrating due to Laclede Gas' unresponsiveness, lack of communication, and miscommunication between departments, phone centers, supervisors, and field technicians. I am copying this correspondence to the Missouri Public Service Commission, Chris Koster the Missouri Attorney General, and the Better Business Bureau as I would like to put this issue behind us once and for all. Thank you. Sincerely, ******* ****** MICA Development XXX-XXX-XXXX

Desired Settlement: I want this situation resolved and the $1,557.70 charges removed. I would appreciate your immediate assistance in resolving this matter as it has been incredibly frustrating due to Laclede Gas' unresponsiveness, lack of communication, and miscommunication between departments, phone centers, supervisors, and field technicians. I am copying this correspondence to the Missouri Public Service Commission, Chris Koster the Missouri Attorney General, and the Better Business Bureau as I would like to put this issue behind us once and for all.

Business Response: Initial Business Response /* (1000, 5, 2015/12/21) */ Laclede Gas Company Community Services Department Better Business Bureau Received: 12/11/15 CASD Investigator: ******** ******* Customer Info: Account ID XXXXXXXXXX Complaint ID: XXXXXXX Rate: GH Residential Comments / Resolution: Ms. ******** complaint filed with the BBB is concerning a catch-up bill. She stated the following: On 02/14/14, she purchased a property at ***** ****** On 01/16/15, Laclede Gas changed the meter and at that time the meter was functioning. On 02/16/15, Ms. ***** received a catch-up bill in the amount of $1,517.06; based off hypothetical usage. On 03/10/15, she received a disconnection notice. On 03/16, she contacted the Company and was advised she would not be disconnected. On 11/17/15, she received a final collection notice for $1,557.70. On 12/03/15, a Representative contacted her and advised her that the charges were accurate. Ms. ***** is requesting that the MPSC investigate her concerns. She states the home was unoccupied and the service was not in use. She is requesting that the charges be reversed. Account Details: A review of Company records revealed the following: On 01/22/14, gas service was established at ***** ***** for ***** ****** the same day meter #XXXXXXXXX was installed with an index of X0000. o NOTE: The turn on was updated into CC&B but erroneously not the meter change , the removed meter was still showing active in CC&B resulting in the customer bills reflecting estimated low usage. On 01/22/15, an estimated bill for 5 CCF from 12/16/14 to 01/16/15 in the amount of $28.52 was rendered. The account reflected a credit of ($244.44). On 01/22/15, Ms. ***** scheduled the meter change for 01/23/15. On 01/23/15, the technician noted that meter reading was X2172 for XXXXXXXXX. It was found that when the meter was installed the information was not entered into CC&B resulting in the customer bills reflecting zero usage based off the removed meter information. Later on 01/23/15, a rebill was issued to correct the estimated billing. On 01/28/15, a catch-up bill was rendered from 01/22/14 to 01/15/15 in the amount of $1,436.57 was rendered; the bill provided a monthly breakdown for the billing. The account balance was $1,192.13. On 02/16/15, a bill for 427 CCF (actual usage) from 01/16/15 to 02/15/15 for $324.93 was rendered. The account balance was $1,517.06. On 03/16/15, Ms. ***** contacted the Customer Service Department requesting to speak to a Supervisor regarding the catch-up bill. The Representative took her call back information and advised her that a Supervisor would call her back. Later on 03/16/15, a Supervisor returned her call; Ms. ***** advised her that she wanted to dispute the charges. She advised the Supervisor that she purchased ***** ***** mid-2014, there was no gas usage until they installed the furnace this winter, thermostat was kept at minimal to heat house. The Supervisor placed $1,557.70 onto a dispute service agreement while this matter was being investigated. o NOTE: The disputed amount should have been $1,436.57. 03/17/15, a bill for 376 CCF (actual usage) from 02/16/15 to 03/16/15 for $319.66 was rendered. The account balance was $1,836.72. On 04/16/15, a bill for 52 CCF (actual usage) from 03/17/15 to 04/15/15 for $83.16 was rendered. The account balance was $1,919.88. On 05/13/15, gas service ended for ***** ****** at ***** ****** 05/14/15, a final bill for 0 CCF (actual usage) from 04/16/15 to 05/13/15 for $26.99 was rendered. The account balance was $1,946.87. On 06/12/15, Ms. ***** was advised that $1,557.70 was still in dispute and $389.17 was due. On 10/15/15, Ms. ***** contacted the Customer Service Department inquiring about information regarding the charges she was disputing; she advised the Representative that she had been disputing the charges since March. Ms. ****** requested to speak to a Supervisor and left her call back information. On 10/16/15, a Customer Service Supervisor left a message for Ms. ****** Upon receipt of the complaint I forwarded Ms. ***** concerns to the Meter Reading & Billing Department for review. A Meter Reading Analyst stated that when gas service was established on 01/22/14 meter #XXXXXXXXX was installed, the turn on was updated into CC&B but the meter install information did not get updated, the removed meter was still showing active in CC&B resulting in the customer bills reflecting estimated low usage. However, the AMR on the new meter was providing good daily reads but the reads were orphan reads since the Field Activity connecting meter XXXXXXXXX to **** ********** was not updated into CC&B. In September 2014 an Account Records Clerk entered a metering exception case on the account and letters requesting an appointment for AMR maintenance were issued. After Landis & Gyr visited the property they noted that the reason for the AMR not transmitting readings was due to the meter number discrepancy. On 12/17/15, I spoke to Ms. ***** and explained the above findings to her. I apologized for any inconvenience this matter may have caused. Ms. ***** stated that she was advised by a Laclede Gas technician that the meter installed at ***** ***** was pulled from another address and she believes the Company is billing her usage for that premise. She disputes the billing because she states there was no furnace when she started service, the premise only had a water heater. I advised Ms. ***** that if the meter was pulled from another address it will only register usage from the premise it is installed in, the billing is based on the usage from the gas appliances tied to that meter. I advised her that I would forward her concerns to the Meter Shop and Customer Support Service to have the start service ticket pulled to confirm the above findings. On 12/18/15, The Meter Shop stated that Company records show meter # XXXXXXXXX as being assigned to ***** ***** since 01/22/14. He stated that some refurbished meters have a set index of zeroes and sometimes not, pending on the AMR and Meter. He does not show meter # XXXXXXXXX being tied to another address but ****** A Customer Support Services Representative stated that upon the receipt of the complaint she investigated Ms. ********* concerns and attached the ticket from 01/22/14 for the start service and meter change. The ticket states that the meter had to be upgraded to a larger meter because of the furnaces, there were 3 furnaces at the premise. The basement and 3rd floor furnaces were not working but the 2nd floor furnace was lit. AMR records indicate the install index was zeros. The Customer Support Services Representative stated that on 01/23/15, a Laclede Gas technician was scheduled out to change the meter. He contacted the Order Control Department to verify the meter information, she believes that the Representative keyed in the wrong meter number is the reason an address on ****** came back. The Customer Support Services Representative stated that the Orphan report shows that meter # XXXXXXXXX was homeless prior to being installed at ***** ****** On 12/18/15, I spoke left a detailed message for Ms. ***** and advised her that the information has been confirmed and the billing is correct. I left my call back number of XXX-XXX-XXXX; I offered to e-mail her proof of my findings such as the AMR reads, bills and the bill comparison. Distribution: ** ** ********* Better Business Bureau, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

12/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Laclede Gas billing me for their mistake I pay a gas bill for every month. Then in March and April of 2015 I received bills with a total of exactly $300 extra charges added and no explanation except "Corrected bill". They shut off my service because suddenly I owe too much. I contacted them and they told me my meter was not working for a year and they had estimated my charges. I spoke to a supervisor, *** ******* who said I had been charged incorrectly and had my service turned back on. The charges were never taken off. I did not pay the extra $300 because I knew it was wrong. They shut off service again. I contacted them again and spoke to another supervisor, ****** ******** who was very rude and unhelpful. She would not admit that they had made a mistake in spite of what her superior had told me. She claimed they were doing me a favor by estimating conservatively. I already paid a bill for every one of those months, so I don't see any favors there. She would not turn my service back on. I had to agree to a payment plan to get her to do that. I did not concede that they were in any way right. Now they are demanding full payment in spite of having agreed to a payment plan, and threatening to turn off service again. I have seen at least dozens of other customers talking online about Laclede Gas scamming them for extra money the same way, with "broken meter" and "estimated charges" claimed. It was not my fault they didn't read my meter for a year, and they can't charge me for gas they don't know I used. People have sued them for this and won. I don't have time or resources to do that, but I know what they are doing is illegal and if they continue there will be a class action suit against them.

Desired Settlement: I want a $300 credit to my bill, and for them not to turn off my service. I will pay all other charges for gas I legitimately used.

Business Response: Initial Business Response /* (1000, 5, 2015/12/23) */ Laclede Gas Company Community Services Department Better Business Bureau Received: 12/14/15 CASD Investigator: **** ******** Customer Info: Account ID XXXXXXXXXX Complaint ID: XXXXXXX Rate: GH Residential Comments / Resolution: Ms. ********* BBB Complaint is concerning an adjusted bill she received on her account. She states that the Company is billing her for our mistake. Ms. ****** states that she pays her bill every month and that in March and April, she received bills with a total of $300.00 in extra charges with no explanation other that it was a corrected bill. Ms. ****** stated that her service was disconnected because she suddenly owed too much and when she contacted the Company, she was told that the meter was not working for a year and that her usage had been estimated. She then spoke with a Supervisor who advised her that she had been charged incorrectly and he had her service restored, but the charges were never taken off. Ms. ****** stated that she did not pay the extra $300.00 because she knew it was wrong and the Company shut off her service again. She called back and spoke to another Supervisor who was rude and unhelpful. She claims the Supervisor would not admit that a mistake had been made. Ms. ****** stated that she already paid a bill for every one of the months that the adjusted bill covered; however, the Supervisor would not restore her gas service until she agreed to a payment plan. She states that the Company is now demanding full payment of the bill despite her having established a payment agreement. Ms. ***** stated this situation was not her fault and that she does not believe the Company can charge her for gas service that we don't know she used. To resolve her complaint, Ms. ***** wants her account credited with $300.00. Investigation Details: A review of Ms. ******** gas account records determined that the bill in question was rendered to correct an undercharge on her account. On or about 11/23/13, the AMR module stopped advancing and remained at ****** This resulted in Ms. ***** being billed for zero usage from 11/23/13 through 3/3/15; she was only charged the minimum customer fee of $19.50 plus tax. The problem with the AMR was not discovered until 2/24/15 which was during the time that the Company ran a "zero usage report to identify these types of accounts. On 3/10/15, Landis & Gyr visited Ms. ******** property and replaced the AMR module. After the module was replaced, normal progressive usage started being transmitted from the AMR module. On 3/31/15, an adjusted bill was rendered on the account to correct the undercharge. Note: Per Missouri Public Service Commission Tariff, the Company is allowed to go back one year from the date of discovery to correct an undercharge on a customer's account. When this occurs, customers are offered payment arrangements on catch up bills up to 24 months. The bills rendered for service from 3/27/14 to 2/26/15 totaling $294.24 were cancelled and credited back to the account; the late fees assessed on the account totaling $3.36 were also waived. A corrected bill amount of $532.93 was then applied, leaving a balance due in undercharges of $238.69. The prior balance, which was not affected by the adjustment, was $73.20. Ms. ***** was then billed current gas charges of $65.25 bringing the total due on the account to $373.78. Note: A letter of explanation should have accompanied the adjusted bill but based on Ms. ******** comments, she did not receive same, nor did she call to inquire about the bill until after her service was disconnected. On 6/4/15, a 96-hour notice was mailed to Ms. ***** warning of the impending disconnection of her service due to non-payment. On 6/11/15, the service was disconnected for non-payment. On 6/15/15, Ms. ***** contacted the Customer Service Department and a CSR reviewed her bill with her; however, Ms. ***** wanted to come to the office to discuss in person. When advised that an office visit was not possible, she requested to speak to a Supervisor and a message was taken for a Supervisor to return her call. A Supervisor returned her call the same day and attempted to explain the adjusted bill to her; however, Ms. ******* stated that she was not in a position to discuss the bill at that time. The Supervisor agreed to reconnect her service as she was disputing the bill and agreed to call her back the next day to review the charges with her. On 6/16/15, the Supervisor made an unsuccessful attempt to reach Ms. ***** to discuss the account with her; he left a message for her to return his call. Another attempt was made by the Supervisor to reach Ms. ***** on 6/23/15 after he received a message that she had returned his call. He left her another message to call him back but she did not so no arrangements were ever established on the bill. On 7/13/15, a payment of $148.23 was posted to the account. On 9/21/15, the severance process was started again and by that time, the gas account balance was $415.79. A disconnection notice was mailed to Ms. ***** warning that the service was in threat of being disconnected for non-payment. On 9/30/15, a 96-Hour notice was mailed to Ms. ***** warning of the impending disconnection of her service due to non-payment. On 10/7/15, the service was disconnected for non-payment. After the service was disconnected, Ms. **** contacted the Customer Service Department and spoke to a different Supervisor. The Supervisor reviewed her account with her and explained the corrected bill to her; however, Ms. ***** disputed the findings and stated that she knows she was billed every month for gas usage. The Supervisor reiterated that she was only billed the minimum customer charge. The Supervisor explained that even though the corrected bill was for estimated usage; the estimates were based on her previous usage history. Ms. ***** was offered a payment arrangement on the account and the Supervisor noted that Ms. ***** replied that she had no intention of paying the bill. Ms. **** asked if the Company was willing to work with her and the Supervisor replied that she would investigate the matter further to see if an allowance could be issued towards the bill; the request for an allowance was subsequently denied. The Supervisor scheduled a reconnection of her gas service for 10/8/15 and set up payment arrangements on the catch-up bill. Ms. ****** was supposed to pay $25.00 a month, plus her current bill each month; however, she did not make her payment. Her failure to pay resulted in the severance process starting again on her account; a disconnection notice was mailed to her on 12/1/15 and 12/10/15 warning that the service would be disconnected unless she paid the bill by 12/15/15. The notice also explained that CWR arrangements are also available. On 12/14/15, Ms. ***** contacted the Customer Service Department and reported a payment of $111.87; however, she declined to set up arrangements on the balance of the bill. A message was taken for a Supervisor to call her back. When the Supervisor returned her call, she stated that this was not a good time. The Supervisor agreed to call her back on 12/16/15. In the meantime, he cancelled the pending severance order for her account. On 12/16/15, the Supervisor made an unsuccessful attempt to reach her; he left a message requesting that she call back to set up arrangements on her account. On 12/22/15, I placed a letter in the mail to Ms. ***** summarizing the above information. I also mailed her copies of the zero usage bills for the adjusted time period, as well as a spreadsheet reflecting how the usage was spread to correct the undercharge. I provided her with my contact information to call me if she has questions or if she wants to establish payment arrangements on her account; however, she was not offered an allowance on the adjusted bill because it is not warranted. THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER

12/22/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I rescheduled an appointment but laclede "lost" the call and is trying to double charge me I had an initial home inspection which I did not pass (my fault) and called on Nov 3 to reschedule it for that week. Later in the day, the repairman informed me he wouldn't be able to make it on the scheduled day and asked if I could change the appointment to Friday Nov 6. I called Laclede from my work phone and, as I knew the work wouldn't be completed for the previous appointment (wednesday I believe) I changed the date to Friday. Laclede went out and performed the initial review and of course the work wasn't completed so I had to schedule a THIRD appointment. I spoke with multiple supervisors who claim they listened to every call attempting to find mine but were unable to locate it. This is an extra 97 dollar charge and I am frustrated that they want me to pay this when I am not at fault. Account number XXXXXXXXXX

Desired Settlement: I would like to be refunded the charge (roughly 97 dollars) for the second reinspection.

Business Response: Initial Business Response /* (1000, 5, 2015/12/22) */ Laclede Gas Company Community Services Department Better Business Bureau CASD Investigator: ******** ******* _____________________________________________________________________________________________ Customer Info: Account ID: XXXXXXXXXX Rate: GHRES Complaint ID: XXXXXXX _____________________________________________________________________________________________ Comments / Resolution: Ms. **** contacted the BBB and stated the following: Ms. ********* Home Sale Inspection (HSI) failed. She scheduled a re-inspection for 11/06/15. Her repairman advised her that the repairs would not be completed by 11/06/15, and advised her to reschedule for a later date. Ms. ****** contacted the Company to reschedule the appointment but the Representative erroneously failed to reschedule the appointment. The technician arrived on the date Ms. ****** believed was cancelled and the inspection failed. She contacted the Company to dispute the charges and was advised by a Representative that there was no record of her calling to cancel the appointment, so the charges were valid. Ms. ****** had to schedule a third appointment. Desired Resolution: Ms. ***** is requesting that the charges for the second inspection for $97.00 be waived. Investigation Details: A review of the gas account revealed the following: On 10/01/15, Ms. ******* contacted the Customer Service Department to schedule a HSI; the appointment was scheduled for 10/06/15. On 10/06/15, the technician arrived to the premise for the inspection; the inspection failed due to a leak in the fuel run. Ms. **** was charged the HSI fee of $150.00. On 11/03/15, Ms. ****** scheduled the re -inspection for 11/04/15. On 11/04/15, the technician arrived for the re-inspection; the inspection failed due to leaks. The charge was $59.50, since the re-inspection did not pass. On 11/06/15, Ms. ***** contacted the Customer Service Department and advised the Representative that she called back on 11/4 to re-schedule the HSI to 11/10/15 because the repairs were not made, she advised the Representative that the appointment did not get re-scheduled so the technician came out and the inspection failed; she is being charged $59.50 for that appointment and wants the charges waived. The Representative advised her that there was no record that she called to reschedule the appointment, the Representative requested the number(s) she called from so the Company could run a trace. Ms. ***** was advised that her concerns would be investigated. On 11/09/15, Ms. ******* scheduled the re-inspection for 11/12/15. On 11/12/15, the re-inspection passed. Ms. ****** was charges $92.50 for the re-inspection. Later, on 11/09/15, a Customer Service Supervisor contacted Ms. ****** and advised her that a trace was done on all the numbers she provided and there was no record that she called to cancel the appointment so the charges are valid. Upon receipt of Ms. ******* complaint, I forwarded her concerns to a Foreman for his review. The Foreman advised me that after reviewing Ms. ********* account he agreed to waive the $59.50 for the second appointment. He states that the technician gained access using a lock box; the Customer is being charged the $150.00 for the HSI and $92.50 for the re-inspection. On 12/22/15, I left a detailed message for Ms. ****** I advised her that $59.50 was waived which was the cost of the second inspection. I advised her that her account balance lowered to $53.09 from $112.59. I left my call back number of XXX-XXX-XXXX; she can call me directly if she has additional questions or concerns. Distribution: ** ********* Better Business Bureau, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION Initial Consumer Rebuttal /* (2000, 7, 2015/12/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Seems fair to me! Thank you very much for your time!~

12/18/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Last year, the company put me on budget billing and I received no paperwork about what the amount of the bill would be. In 08/2015, I got off budget billing and they have not adjusted my bill at all. During the summer, I was paying $110 per month when I was on budget, and was only using about $30 worth of gas.

Desired Settlement: I would like for them to adjust my bill and provide written documentation.

Business Response: Initial Business Response /* (1000, 5, 2015/12/17) */ Laclede Gas Company Community Services Department Better Business Bureau Received: 12/14/15 CASD Supervisor: **** ******** ___________________________________________________________________________ Customer Info: Account ID: XXXXXXXXXX Rate: GH Residential Complaint ID: XXXXXXX Comments / Resolution: Mr. ********* complaint filed with the BBB is concerning budget billing. He stated that he receive no paperwork about what the amount would be. In August 2015, he got off budget billing and his bill has not been adjusted at all. During the summer, he was paying $110.00 per month when he was on budget billing but he as only using about $30.00 worth of gas. To resolve his complaint, Mr. ***** wants his account adjusted and he wants to be provided with written documentation. Account Details: A review of the records for Mr. ********* gas account determined the following. As of 12/4/14, Mr. ******** gas account balance was $423.05; the budget amount due was $179.99. On 12/24/14, a payment of $179.99 was posted to the account. On 1/7/15, a bill was rendered reflecting a gas account balance of $394.73, the budget amount due was $64.93. On 2/5/15, a bill was rendered reflecting a gas account balance of $546.91, the budget amount due was $130.80. Beginning with the 3/5/15 bill, Mr. ******** monthly budget was increased from $64.93 a month to $130.00. Note: Budget reviews are made periodically to avoid significant overpayment or underpayment on accounts. When making the even monthly payments, a credit will display on the account during the summer months which offsets the debits in the winter months. His monthly budget remained at $130.00 a month through September 2015. On 9/24/15, Mr. ***** cancelled budget billing on his account and at the time the budget was cancelled, he owed $395.88 on the budget plan; his gas account balance was $326.64, thus a credit refund was not warranted. Note: On 11/30/15, the severance process was started on his account and a notice was mailed warning that the service would be disconnected unless a minimum payment of $200.11 was received on or by 12/14/15. On 12/4/15, his account cycle billed again; the gas account balance due was $342.25. On 12/9/15, a 96-Hour notice was mailed warning that the service was still in threat of being disconnected for non-payment. On 12/14/15, a payment of $200.00 was posted to the account. On 12/17/15, per his request, a letter was placed in the mail to him explaining the above information. A spreadsheet depicting his budget billing and gas account balance history was also provided. Mr. ***** was provided with my contact information to call me if he has any further questions. Distribution: ** ** ********* Better Business Bureau, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

12/2/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Reconnection during cold weather rule At the beginning of November 2015 I called XXX XXX XXXX. Spoke with a rep who I asked for a dollar amount for reconnection. She'd given me $500 and the remaining balance would be put on a budget plan. I said ok, I called back 11/21/15 just to confirm the amount amount and was told my balance is $1191 and I would need to pay $953 and not $500. Also, that I never called there in November 2015 because there is no notes. (That's not my fault) Laclede Gas employee failed to note the file if that's their process. Lady said well a supervisor can pull the call from the number you called in from. I left my information for a call back which they called during my work hours when i couldn't answer and left nothing but the general number where you hold 30-40 minutes for people to talk down to you because you have a balance. However you have to wait all over again for a call back. So are kids suppose to freeze because their payment pls is almost 100% of the balance? And if I could pay $953 I could pay the entire $1191. I think it's very unprofessional to quote me a price then act like I pulled this whom story from winter wonderland.

Desired Settlement: Reconnection of my gas services for at least half the balance I was quoted of $500 and not $953.

Business Response: Initial Business Response /* (1000, 5, 2015/12/02) */ Laclede Gas Company Community Services Department Better Business Bureau CASD Investigator: **** ******** ____________________________________________________________________________ Customer Info: Account ID: XXXXXXXXXX Complaint ID: XXXXXXX Rate: GH Residential ___________________________________________________________________________ Comments / Resolution: Ms. ******* complaint filed with the BBB is concerning the amount required for the reconnection of her gas service. She claims that she was quoted two different amounts, $500.00 and $953.00. Ms. **** states that she requested to speak to a Supervisor and when her call was returned, it was during her work hours so she missed the call. To resolve her complaint, she wants her gas service restored for $500.00. Investigation Results: A review of the records for Ms. ******* account revealed that her gas service was disconnected for non-payment on 5/27/15. On 5/28/15, a final bill was rendered reflecting an accumulated gas account balance due of $1,176.59. On 6/4/15, a late fee of $14.97 was assessed on the unpaid bill; balance due now is $1,191.56. On 11/21/15, Ms. **** contacted the customer service department inquiring about the amount required to reconnect the gas service. The CSR advised her that she would have to pay 80% of her bill, which was $953.25. Note: The CWR plan is a progressive payment plan wherein a customer's gas service can be restored at different levels, i.e. 12%, 50% or 80% of the bill. Ms. **** gas service has already been restored for 12% and 50% and she was placed on a budget plan; however, she failed to make her payments resulting in service being disconnected. Ms. **** stated that she was previously told that she could pay $500.00 to have her service restored but there is no record of her calling prior to 11/21/15 and there is no record of her being advised to pay $500.00 for the reconnection of her service. On 11/24/15, I telephoned Ms. **** and advised her that although she was correctly advised that she would need $953.00 to restore her service, as a customer relations gesture I will authorize the reconnection of her service for $500.00. I advised her that going forward, if her service is disconnected again, she will be required to pay 80% of her bill for reconnection. Note: As of 12/2/15, Ms. **** still has not paid the $500.00 and her gas service is still off. Distribution: ** ** ********* Better Business Bureau, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION Initial Consumer Rebuttal /* (1500, 7, 2015/12/02) */

12/1/2015 Problems with Product/Service | Read Complaint Details
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Complaint: We stopped service with Laclede Gas in Kansas City on 09/15/2015 at **** ****** **** Kansas City, MO XXXXX and we have an overpayment of $289.06. We have called them 3 times concerning this refund and they promise that it will be sent but can never give us an exact date. When we call we are on the phone for 30 to 40 minutes each time due to a backlog in their customer service and are tired of having to deal with them. We want our refund due to us as soon as possible. We have had many promises but no refund as yet. Help.

Desired Settlement: We need a refund as soon as possible.

Business Response: Initial Business Response /* (1000, 5, 2015/11/25) */ On 11.16.15, Missouri Gas Energy received your complaint filed with the Better Business Bureau regarding issues with MGE customer service. Please know that MGE values you as a natural gas customer and takes your concerns very seriously. Your issue and MGE's response are as follows: ISSUE: You stopped service with MGE on 9.15.15. On 10.21.15, you requested your refund check be mailed to you at your new address which you provided to MGE. On 10.26.15, MGE mailed your refund check to the address you provided. You stated in your 11.16.15 complaint that you have not yet received your refund check. RESOLUTION: On 11.17.15, I called you and left a message requesting a return call to discuss your complaint. On 11.23.15, you returned my call. You requested the refund be placed on your credit card rather than a check. I advised I would investigate your refund status and return your call. On 11.25.15, we spoke again. I advised that your refund check was mailed to you at the designated address on 10.26.15. You confirmed the address is correct and stated you did have issues receiving your mail in October 2015. I advised we are unable to place a credit on your credit card and the refund check will be mailed to you again at the same address. Thank you for sharing your concerns with us. Community Services Team Laclede Gas/Missouri Gas Energy

11/26/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: After 20 years as a paying Laclede customer, paying moderate one-person amounts, my final month's bill is over $850 a month when no one was home! Re: Laclede Gas account #XXXXXXXXXX, previously listed under ****** Properties, for *** ***** ***** Drive in the Treetop Condominium complex; a customer since 1995. I am Major **** ******. I live abroad, but am a US citizen and resident of Missouri. I lived in the above property before renting it out through the realty agency of ******** C. ******* This fall, I ended my dealings with the agency as my property managers and placed the condo up for sale. At that time, I contacted the utilities Laclede on 2 October to ensure I received bills directly and payments continued without interruption. The Laclede telephone representative made all necessary changes leaving the listing name unchanged. I continued to be billed at approximately $25/month, as no one occupied the condo while it was listed. On 3 November, the condo was sold. I contacted Laclede by telephone on 7 November, speaking to a representative named *******, and asking that she note the change in ownership, close my account, and provide me the total amount due. She indicated that she had closed the account and then informed me that I owed Laclede $851.08. I was astounded and asked how that was possible. She struggled for an answer and then replied that metering errors could cause such problems. I asked how they could give this precise ending balance with confidence when they had not been able to do it in previous billings. No response. I asked how I could pay. She answered that they would send the bill to my mailing address in Arizona. I preferred to pay as I had always paid, by credit card. She indicated that was possible but she could not do that for me over the phone. She explained how I should use their automated payment at XXX-XXX-XXXX. It was impossible to pay via that system as she had closed the account. Through this representative, Laclede has admitted that they have no means of measuring my gas usage. They have regularly billed me whether direct or through my property managers in amounts hovering around $25-$35 when the condo was unoccupied. This final bill is robbery. I am being bilked by a poorly regulated, unethical organization. I wish to file a complaint. Thank you for all your assistance.

Desired Settlement: There is no acceptable reason for an $850+ bill. If Laclede detects errors in their metering system, they fix it at their expense and inform the customer of any discrepancies/billing adjustments. I received no notifications of problems with metering my home gas consumption nor with adjustments necessary to my bills. Laclede's representative had no definitive answer for the increase. Her response indicates that the company does not know the reason and that the figure is purely arbitrary. I feel we should be using the $30 average of previous months when the condo had zero occupants. Any administrative charges should not raise that figure above $50.

Business Response: Initial Business Response /* (1000, 5, 2015/11/19) */ Laclede Gas Company Community Services Department Better Business Bureau CASD Investigator: ******** ******* ____________________________________________________________________________ Customer Info: Account ID: XXXXXXXXXX Rate: GHRES Complaint ID: XXXXXXXX ___________________________________________________________________________ Comments / Resolution: Ms. ******** BBB Complaint is concerning a catch-up bill he received for $850.00. He called the Company on 11/07/15 to close out his gas account and was advised by a Representative that his final balance was $850.00. Mr. ****** questioned the balance and was advised by the Representative that there was a metering issue since he started service. Mr. ***** asked the Representative how the Company arrived at that amount when they were unable to provide him with accurate billing in the past, he received no response. He believes that if the Company is having metering issues the loss should be on the Company. Mr. ***** states that he was being billed $25.00 to $35.00 when the premise was occupied and his final bill is robbery. Mr. ***** is disputing the charges and states the Company admitted they had no means of measuring his gas usage. To resolve his complaint, he feels that the Company should fix issues such as his at their own expense and the customer should be informed prior to receiving catch-up bills. Mr. ****** received no notification that there was a problem with the meter. Mr. ****** states that any administrative charges should not raise the customer's figure above $50.00. On 11/12/15, I contacted Mr. ***** and advised him that I was forwarding his concerns to the Meter Reading & Billing Department for investigation and would contact him back with my findings. I forwarded his concerns to the Meter Reading & Billing Department and advised them that Mr. ***** received a final bill in the amount of $851.08 for 1370 CCF for service from 10/29/15 to 11/03/15 and requested an investigation. They found the following: A Meter Reading & Billing Supervisor and a Meter Reading Analyst stated that Mr. ***** started service at *** ****** ****** *** on 02/02/15 and the stopped service on 11/03/15. The Meter Reading Analyst stated that this issue started shortly after Mr. ***** started service since an actual reading was obtained on 02/02/15. The Company did not discover the issue until 10/24/15 when a metering exception case was generated and a Representative requested Landis & Gyr visit the premise. Unfortunately when Landis & Gyr reported the verified read it was not followed up by a Representative resulting in not catching and fixing the issue sooner. Landis & Gyr visited the premise on 10/30/15 and repaired the AMR. On 11/03/15 a Laclede Gas technician changed the meter and noted that the AMR and Meter both were in line with each other. o NOTE: Between the actual meter reading on 2/2/15 was X4169 and the actual read from the meter change on 11/03/15 was X4484 which is 315 CCF, which is much lower than what the Company estimated (1394 CCF) on his original final bill. The billing has been corrected and the amount was lowered from $851.08 (estimate) to $290.19 (actual). On 11/19/15, I left a message with Mrs. ****** requesting that Mr. ****** call me back. When Mr. ***** calls I will advise him so I can advise him of the above, I will explain that Company's tariffs do allow us to go back and make corrections on the account when an undercharge occurs and while we cannot write off gas that was used; we do offer long term payment arrangements on the bill. Distribution: ** ** ********* Better Business Bureau, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

11/24/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Disconnect notice I have a discount for tomorrow. I called on Friday and talked with a lady to make payment arrangements. She told me if I paid 109. Today that they would work with me on the rest. I called this morning and a guy tells me I have to pay 189. I came up with the 109 the lady told me I needed as I am on unemployment and get 134 a week. I have a 8 year old. This is crazy. How is one person going to tell me one thing but someone tell me something else. I have no way to come up with 80 by tomorrow. I get my unemployment on Wednesday but they won't work with me one day even after I was told I only needed 109. Now me and my son will have no heat.

Desired Settlement: Accept my 109 the lady told me on Friday.

Business Response: Initial Business Response /* (1000, 5, 2015/11/23) */ Laclede Gas Company Community Services Department Better Business Bureau Received: 11/16/2015 CASD Investigator: ******** ******* Customer Info: Account ID: XXXXXXXXXX Complaint ID: XXXXXXX Ms. ***** filed an inquiry with the BBB stating the following: She contacted the Customer Service Department inquiring about the amount needed to stop disconnection. The Representative advised her to pay $109.00, and the remaining balance would be placed on a payment arrangement. When she called back she spoke to another Representative that advised her she needed $189.00. Ms. ***** states that she only has $109.00; she is only receiving unemployment benefits for $134.00 per week. She wants to know how she can be quoted 2 different amounts by Representatives from the Company. Ms. ***** will not receive her next unemployment check until next week and the Company will not work with her. To resolve her complaint, Ms. ****** is requesting that the Company accepts the $109.00; the amount she was originally quoted. Upon reviewing the records for Ms. ******** account, I discovered that on 11/16/15 the matter had already been resolved by a Customer Service Representative. She made a payment with a Customer Service Representative of $136.83, the disconnection was cancelled and Ms. ****** was placed on the Cold Weather Rule (CWR) plan which is the most lenient plan available. A review of Company records revealed the following: On 11/02/15, the severance process was started on the account and a disconnection notice was mailed warning that the service would be disconnected unless a payment of $181.95 was received on or before 11/16/15. On 08/03/15, Ms. ***** contacted the Customer Service Department inquiring about her account balance. The Representative advised her that her account balance was $300.21 and the amount to stop the disconnection was $181.95, the Representative advised her that the minimum would be 60% of the balance which was $180.13 by 11/16/15. On 11/16/15, Ms. ****** contacted the Customer Service Department and the Representative advised her that the minimum to stop the disconnection under the CWR plan was $136.83. Later on 11/16/15, Ms. ***** called the Customer Service Department and made a payment of $136.83; the disconnection was cancelled and her account was placed on the CWR plan. Since this matter had already been resolved by a Customer Service Supervisor, I did not contact Ms. ********

11/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called customer service to reconnect my service and I asked them what amount was required to clear my account and place it in good standing. I paid the amount that I was given over the phone by the agent and when their employee came to my home he placed a lock on my meter. I was then told that I would have to pay 1400.00 dollars more. After I complained about that with customer service I was then told that I would have to pay an additional 1600.00. So instead of the zero balance I was seeking with Laclede Gas I instead am the victim of a giant company who took my money charged me an extra 3000.00 and did not honor their agreement to reconnect and my service.

Desired Settlement: I would like the money that I paid to zero out my account refunded as soon as possible. They took money for a service that they never performed.

Business Response: Initial Business Response /* (1000, 5, 2015/11/17) */ Laclede Gas Company Community Services Department Better Business Bureau Received: 11/17/15 CASD Investigator: **** ******** Customer Info: Account ID XXXXXXXXXX Complaint ID: XXXXXXX Rate: GH Residential Comments / Resolution: Mr. ***** filed an inquiry with the BBB and stated the following: He called the Customer Service Department to reconnect his gas service and asked for the amount required to clear his account and place him in good standing. He paid the amount that he was given by the agent but when the Company came out to his home, they placed a lock on his meter. He was then told that he would have to pay an additional $1400.00. After he complained, he was then told that he would have to pay an additional $1,600.00. To resolve the complaint, he wants the money he paid to zero out his account refunded as soon as possible because he believes that the Company took money for a service that was never provided. Investigation Details: Prior to the receipt of the BBB Inquiry, the CASD investigated Mr. ******** complaint filed with the Missouri Public Service Commission (MPSC) and discovered: Mr. ***** is trying to establish service at **** ****** On 5/8/14 the previous owner contacted the Customer Service Department and requested a turn-off for 5/9/14. A service technician was routed to the premise on 5/9/14 to turn-off the gas service and upon arrival there was no access to the meter to complete the turn-off. Although the gas service was not physically turned off in our system, the previous owner's account was stopped in our system; a final bill was rendered on the account the same day. On 5/15/14, Mr. ***** contacted the Customer Service Department and requested that the service be started in his name. Mr. ***** was advised that his debt from **** ****** in the amount of $582.46 would have to be paid, as well as a minimum payment of $699.72 being required towards the bill owed in his wife's name, **** ***** must be paid before the service would be started in his name. He requested a Supervisor and a message was taken for a call back. A Supervisor returned his call the same day and erroneously advised him upon further review, he did not have to pay his wife's bill, but he would have to pay his bill of $582.46 before the service would be started. On 6/3/14, a letter was mailed to the previous owner requesting that she call the Company to reschedule the turn-off order but she never did. Mr. ***** did not make the payment so the service was never started in his name and due to the closed turn-off order; the gas service remained active without anyone being billed for the usage. On 7/22/15, the gas service was disconnected at the curb the same day; he account was flagged to route any turn-on requests via the Diversion Department for completion. On 9/8/15, Mr. ***** contacted the Customer Service Department regarding his account and the CSR advised him that he owed a balance of $582.46 from **** ********* she also gave him his account number. On 10/6/15, Mr. ***** contacted the Customer Service Department and again he was given his account number and amount due. The CSR also advised him that after he pays his bill of $582.46 to call back with the confirmation number to schedule his turn-on order. Mr. ***** made the payment and called back and requested a turn on at **** ****** and as indicated above, the order was routed to the Diversion Control Department for completion. On 10/7/15, the turn-on order was cancelled for Mr. and Mrs. ****** because the Diversion Control Department's investigation placed them at **** ***** during the period of time that the gas was consumed and not billed to them (5/9/14 - 7/22/15). It was discovered that 1,527 CCF was used which was calculated to be $1,481.79. In addition, social security number check placed them both at **** ***** during the period that the debt was incurred; the balance due from ****** is $1,599.02. o Note: Per the St. Louis City Assessor's Office, Mr. ***** purchased the property on 5/9/14. The same morning, at 9:30 AM, Mr. ***** contacted the Customer Service Department and a CSR explained that his turn-on order was cancelled for the above reasons. Mr. ***** requested to speak to a Supervisor and a message was taken for a call back. Mr. ***** continued to contact the Customer Service Department repeatedly regarding this matter and each time, the above information was reiterated to him by Supervisors. He was told that unless he can prove that he lived someone else other than **** ****** for the disputed period, he would remain responsible for the unauthorized usage. Upon receipt of the MPSC inquiry, I contacted the Company's Legal Department and reviewed the account details with an Attorney. It was determined that based on the circumstances, we would not treat this matter as unauthorized usage which requires the bill of $1,481.79 to be paid in full before turn-on; rather we would bill the account as if it was an undercharge. Mr. ***** will remain responsible for the usage; however, per MPSC Tariff, the Company can correct an undercharge 1 year from the date of discovery, which means he will be billed the usage from July 2014 - July 2015. In addition, since this is being treating as an undercharge, he may establish payment arrangements up to 24 months on the bill; the corrected amount is now $1,372.78. The benefit of service bill, $1,599.02 will be paid off under a CWR budget plan. On 11/16/15, I made 2 unsuccessful attempts to reach Mr. ***** to discuss the resolution with him; I left my telephone number (XXX) XXX-XXXX and requested that he call me back to discuss his complaint. In the meantime, I have also noted his account with this information. Mr. ****** contacted the Customer Service Department the same day and a CSR explained the resolution to him; a turn on order was scheduled for 11/17/15. Distribution: ** ** ********* Better Business Bureau, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

11/16/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Paid my bill using their automated service. I was double charged Paid my bill through their automated system. The first time I put in my details the computer told me the card had been denied and it sent me back to the beginning. I reentered my card and it went through. When I checked my balance. My account had been charged twice. When I called Laclede Gas, they said their payment system is a third party and there was nothing they could do except put in a request for a refund through CHECK in 5-7 business days. I am a mom with 3 children. I need that money to pay other bills and can't afford to wait that long. The whole time I talked to them they just kept acting like it was my fault when I've used this system for years. I asked the supervisor if the system was glitching and she said no but after reading complaints on here I know she is lying. It should have been refunded back to my card immediately.

Desired Settlement: They need to fix their system. Charging families double is unacceptable. The solution is simple. They need to be able to refund anyone this happens to immediately

Business Response: Initial Business Response /* (1000, 5, 2015/11/13) */ Laclede Gas Company Community Services Department Better Business Bureau CASD Investigator: **** ******** __________________________________________________________________________________ Customer Info: Account ID: XXXXXXXXXX Rate: ***** Complaint ID: XXXXXXX __________________________________________________________________________________ Comments / Resolution: Ms. **** contacted the BBB and stated the following: She paid her bill through the automated system and initially was told that the payment was denied. She re-entered her information a second time and the payment was approved and later discovered that her account was charged twice. She contacted the Company and was told that the payment system is third part and nothing could be done except to request a refund via check which will take 5 to 7 business days but she cannot afford to wait that long. She asked the Supervisor if the system was experiencing a glitch and was told no, but after reading the complaints on the BBB's website she realized that the Supervisor was lying. She believes the money should have been refunded back to her immediately. Desired Resolution: Ms. ***** wants the system fixed as charging families double is unacceptable; they need to be able to refund overpayments immediately. Investigation Details: A review of the gas account records for Ms. ******** account confirmed that on 11/7/15, 2 payments of $129.62 were posted to the account. The first payment was made at approximately 10:01 AM and the second payment was at 10:07 AM. Note: Per the Cashier Department, there appears to be a timeout blip in the system that failed to register the first payment as successful and the system timed out. This action resulted in our system interpreting the payment as being rejected. We have reported this issue to our IT Department as well as the third party vendor for resolution. As for as cancelling the overpayment, if this situation is brought to our attention the same day, the Company does have the ability to reverse one of the payments; however, the records do not reflect a call regarding this situation until 11/10/15 and by that time, the payment had already cleared the customer's bank. As such, Ms. ***** was correctly advised by a Customer Service Representative (CSR) that the only recourse was to request a refund on the overpayment via paper check. During this call, Ms. **** also requested a refund of $1.60 for the processing fee. Ms. ***** was unhappy with the refund process and requested to speak to a Supervisor. The Supervisor returned her call and reiterated that the overpayment would have to be returned via a paper check and confirmed that the refund request was already processed. Ms. ******* request for a refund of the $1.60 processing fee was granted and a $1.60 was credited back to her account; the Supervisor apologized for the inconvenience. As the CASD is satisfied with the information already provided to Ms. ***** and can only reiterate the above information to her, I did not contact her. Distribution: ** ********* Better Business Bureau, File Initial Consumer Rebuttal /* (3000, 7, 2015/11/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is still completely unacceptable for a business to take money from your account that is not theirs and not be able to return it immediately. I was treated like it was my fault the whole time. And now my family has to wait for the money to be returned by check. I will no longer use their automated payment system. And unfortunately as they have a monopoly on the st. Louis area for gas service, I have no choice but to continue my business with them.

11/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Laclede gas came to fix a Gas leak in our basement in 8/2015. Without notifying us the Technician cut our gas line to our furnace - We were new to moving in the house so did not see that he had done this now in 10/2015 we went to turn on our furnace and dose not work due to the cut gas line. I called customer service to explain the situation and they sent out an emergency call. The new tech indicated that he could not do anything and a foreman **** ***** would be calling us back. It has been 2 days and cold weather approaching no call back. We called customer service and they say a they can not help. I did confirm with the new tech that is is laclede gas policy to change all gas appiances are in working order after the cut off the gas it is clear that the tech in August did not do this and did not even notify us hat he did this. Product_Or_Service: Gas line

Desired Settlement: We would like Laclede gas to come fix the lines that they cut

Business Response: Initial Business Response /* (1000, 5, 2015/11/04) */ Customer Info: Account ID: XXXXXXXXXX Rate: GH Residential Complaint ID: XXXXXXX Ms. ***** filed an inquiry with the BBB stating the following: In 08/2015 she purchased the property at *** ****** ***** Laclede gas came out to her home to repair a gas leak, without notifying her he cut the gas line to her furnace. She was not aware of this until she went to use her furnace in 10/2015. Ms. ****** contacted the Customer Service Department and the Representative sent out an emergency call. The technician arrived and advised Ms. ***** that he was unable to make the repairs. He advised her that he would have a Foreman call her back. Ms. ***** stated that it was 2 days and the weather was getting cold and she had not heard from the Foreman. She contacted the Customer Service Department and was told that there was nothing that could be done. To resolve her complaint Ms. ***** is requesting that the Company repair the gas line they damaged. Upon receipt of the inquiry I forwarded Ms. ******** concerns to a Foreman for investigation and response. The Foreman stated that he spoke with Ms. ***** on Friday 10/23/2015. He explained that her pipe was cut and caped due to the gas leak. Ms. ***** advised the Foreman that the serviceman did not explain why a pipe had to be cut and that it was a pipe that fed to her furnace. The Foreman agreed to send a serviceman out Monday 10/26/2015 to reconnect the gas line at no charge; he advised her that if any other repairs were needed she would be charged, Ms. ****** agreed and on 10/26/15 a serviceman arrived he reconnected the gas line at no charge, he found leaks at the furnace and made those repairs, Ms. ****** was charged $92.50 to repair leaks at the furnace. The serviceman also located a leak at a set of vent free logs, he disconnected and caped the logs and recommended that she purchase new logs. It appears the matter had already been resolved. I left a message advising Ms. ****** to call me directly if she has additional questions or concerns.

11/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My issue starts with a payment of $153 due on my account before disconnection of services. I am currently unemployed with a small income now coming in, and at the lowest. I began to seek assistance with this bill in my community. I found an agency that was willing to pay $150 on my behalf and the payment was not accepted, because I was in a cold weather rule. My frustration lies at the point where I had an agency ready to assist me, and Laclede Gas Representative turned this payment away. And to make matters more frustrating after losing assistance, I tried to make plans. My disconnection was to be on Aug. 4, 2014, and I explained to the representative that my son gets a paycheck on Aug. 8, 2014 and I can pay the $153. My service was disconnected on Aug. 7, 2014. My payment for assistance was denied, and that's not right! !! I'm angry right now, because my bill is now $530 and reconnection fee will be added....... LACLEDE GAS IS TO BLAME FOR NOT ACCEPTING PAYMENT FROM *** *******, ANDROID MY SERVICE OFF!!! YES I'M ANGRY Account_Number: XXXXXXXXXX

Desired Settlement: I want LACLEDE GAS to pay the $153, because the company denied my assistance from *** *******, and my service would still be on. I want this company to turn my service back on now. I want the reconnection fee taken off my account, because this fault lies with LACLEDE GAS!!!! The company denying my assistance is not right.

Business Response: Initial Business Response /* (1000, 5, 2014/08/22) */ Customer Info: Account ID: XXXXXXXXXX Rate: GHRES Complaint ID: XXXXXXX __________________________________________________________________________ Comments / Resolution: Ms. ******* contacted the BBB regarding the disconnection of her gas service. She states that an agency was willing to pay $150.00 on her account but the Company refused the payment because she was on the CWR plan. Ms. ******* also states that she tried to obtain an extension on the account until 8/8/14, which was the date her son was being paid, but her request was denied; her gas service was subsequently disconnected on 8/7/14. To resolve her complaint, Ms. ******* wants the Company to pay $153.00 because her assistance from *** ******* ****** was denied. She also wants the reconnection fee waived and her service restored immediately. Account Details: A review of the records for Ms. ********* account revealed that as of 7/28/14, the accumulated budget amount due on her account was $371.46 which was the result of her failing to make her monthly payments of $90.80. The last payment received on her account was a partial payment of $90.80 on 4/10/14. On 7/21/14, a notice was mailed to her warning that her service was in threat of being disconnected and to avoid further collection activity; promptly pay a minimum of $153.14 within 10 days of the receipt of the notice. On 7/28/14, Ms. ****** e-mailed the Company regarding her account status and when a Supervisor tried to call her at the number in her e-mail, (XXX) XXX-XXXX, she was advised that it was the wrong number. A follow-up e-mail was sent to Ms. ****** requesting she provide another contact number. On 7/29/14, another attempt was made to reach Ms. ******* at the number listed in her complaint but there was no answer; therefore, a message was left on her voice mail requesting a return call. On 7/30/14, a 96-Hour notice was mailed to Ms. ******* advising that her service was in threat of being disconnected for non-payment unless a payment of $153.14 was received on or before 8/4/14. In addition to this notice, an automated call was placed to her residence delivering this same message. On 7/31/14, Ms. ****** e-mailed the Company attempting to make arrangements on her account and a Representative replied to her e-mail advising that no extension was available; $153.14 was needed by 8/4/14 to stop the disconnection. On 8/4/14, a Supervisor in the Customer Relations Department attempted to reach Ms. ***** to discuss her account status with her and again reached her voice mail. The Supervisor noted the records that she advised Ms. ****** to call back to discuss the amount needed to avoid disconnection. Ms. ****** called back the same day and again was advised to pay $153.14 by 8/4/14 to stop the disconnection. On 8/6/14, an order was entered to route the service for disconnection on 8/7/14. Ms. ****** e-mailed the Company the same day regarding her account status and again a reply was sent advising no other arrangements were available. On 8/7/14, she e-mailed the Company and a response was sent advising that the disconnection order was pending for that day and no extensions were available. Note: The Company accepts all pledge payments made on customer accounts whether the pledge is for the amount due or a lesser amount. If the pledge does not satisfy the minimum, both the agency and the customer is advised that the customer will still need to pay the difference. In this case, the $150.00 would have been sufficient to stop the disconnection this month; however, the customer would have been in the same predicament in September and the preceding months until she completely caught up on the budget plan. On 8/18/14, I made an unsuccessful attempt to reach Ms. ******* to discuss the above information with her so I left my contact information and requested that she return my call. I also advised her to provide me with the name of the *** ******* ****** agency that was going to assist her so that I could investigate the pledge information further. Ms. ******* was further advised that if I could confirm that the agency was willing to pay $150.00 and the pledge was denied, her service would be restored for this amount and the reconnection fee will be waived. However, if the information cannot be confirmed, she will have to pay the full amount of her bill, $530.74, before her service is restored. As of 8/20/14, Ms. ******** has not returned my call. Note: I have noted Ms. ********* account with the above information and if she does call back and additional activity occurs on her account, I will update the BBB with the information. Initial Consumer Rebuttal /* (3000, 14, 2015/10/26) */ My gas service was disconnected, and it should not have been, according to an agent (who has provided help) who requested information on my behalf. I received a disconnection notice on the 2nd of September 2015. In which, an agency pledge on my account and stopped the disconnection. Instead of Lacled sending me a new bill, they sent another disconnection letter for the same bill on the 21st of September 2015. And according to the other agency who has assisted me on several occasions that looked into this matter for me, provided me this information that I should not have received 2 disconnection notices in the same month, and also told me customer service said I should have questioned the second disconnection notice. If I'm not suppose to receive it, how do I know to question it? EXACTLY!!! I sent emails on top of emails questioning my bill, and I even spoke to the young lady first that said I needed $340, not saying that the $279 that was pledged went toward that amount, and I paid $40, which total $319. DO YOU ALL THINK IF I WAS TOLD THAT I ONLY NEEDED $21 I WOULD LET THEM DISCONNECT MY SERVICE!! NOOOOO, THEY WERE AT FAULT NOT UPDATING MY ACCOUNT, AND SENDING THE WRONG INFORMATION. I AM VERY FRUSTRATED, BECAUSE MY SERVICE SHOULD NOT HAVE BEEN DISONNECTED, AND STILL OFF NOW!! I'M _____, BECAUSE LACK OF KNOWLEDGE AND COMMUNICATION FROM LACLEDE GAS COMPANY. THE COMPANY IS NOT ENTITLED TO CHARGE A RECONNECTION FEE ON MY ACCOUNT, THE $340 WAS PAID, AND MY SERVICE SHOULD BE ON RIGHT NOW!!!!! BUDGET BILLING IS A RIP-OFF FOR MANY HOUSEHOLDS. I WANT MY SERVICE RECONNECTED, AND THAT FEE TAKING OFF MY ACCOUNT!!!!

11/5/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They cut off my gas on August 12, 2015. They kept on billing me after they cut it off and they put on a lock. I called them and they came out last week and acknowledged it was locked. I am trying to get it turned back on. They have told me they need to get the account straitened out. For 2 weeks they keep telling me they have to get the numbers strait.

Desired Settlement: I want them to straiten out my bill and turn my gas back on.

Business Response: Initial Business Response /* (1000, 5, 2015/11/05) */ Comments / Resolution: ** ** ***** contacted the BBB and stated the following: The Company came out of 8/12/15 and disconnected his gas service and locked the meter; however, he continued to receive bills for gas service after the disconnection. He called the Company and a technician came out last week and confirmed the meter was locked. He has been told for 2 weeks that the account would be rebilled but nothing has happened. To resolve his complaint, Mr. ****** wants his bill corrected and his gas service restored. Account Details: A review of the records for Mr. ******* account confirmed that the gas service was disconnected for non-payment on 8/12/15; at the time of the disconnection the accumulated gas account balance due was $1,005.08. Note: After the disconnection, an error was made when processing the order and even though the gas service was off, the Company did continue to bill Mr. **** for service in August, $72.88, and September, $48.06, based on estimated usage as it was believed that there was a possible problem with AMR module failing to transmit progressive usage. Letters were mailed to Mr. **** on 9/9/15 and 9/28/15 asking that he call to schedule an order to investigate the AMR. On 10/22/15, an estimated bill was rendered for service through 10/21/15, $125.57, the accumulated gas account balance due was $1,251.59. On 10/26/15, Mr. ***** contacted the Customer Service Department and brought this billing issue to our attention. A Customer Service Representative (CSR) opened an investigation into the matter and advised Mr. **** that upon confirming his account status, an adjustment would be made to the bill. On 11/2/15, Mr. **** was contacted and advised that the account would be rebilled back to the disconnection date of 8/12/15 and that a corrected bill would be issued. On 11/3/15, a final bill was rendered on the account for service through 8/12/15; the balance due on the account after the adjustment is $1,072.58. On 11/5/15, I telephoned Mr. ***** and left a message in his voice mail advising him of the adjusted bill amount. I also advised Mr. **** that his service could be restored under the CWR plan with an initial payment of $500.00.

11/5/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Laclede gas comes and inspects the pipes every 36 months. Last month the inspector came in and inspected both sides of the house which they have listed as two different apartments- an east side and a west side. They found a leak on the west side and shut the gas off. I am still being billed for the other side. They are more than welcome to come back in and check the pipes again but they claim they have only inspected one side. I am receiving two bills- the other bill is for the west side $23.33. They have no record of ever coming into my house on the west side and are still charging me even though the gas has been shut off. I am going to pay the bill on the east side for $35.45 because that gas is still on. I am worried that my gas will be shut off in the entire house and we will lose service for the winter.

Desired Settlement: I would like a billing adjustment and a zero balance for the west side of the house because they are not delivering any gas.

Business Response: Initial Business Response /* (1000, 5, 2015/10/29) */ Comments / Resolution: Mr. **** contacted the BBB and stated the following: The Company inspects the pipes every 36 months and last month, the inspector came and inspected both sides of the house which are listed as two different apartments; an East side and a West side. A leak was found on the West side so the gas service was turned off; he is still being billed for the East side. The Company is more than welcome to come back and check the pipes; however, the Company is claiming that only one side has been inspected. He is receiving two bills; one is for the West side in the amount of $23.33. The Company has no record of coming to his home on the West side and he is still being charged for gas even though the meter was shut off. He is going to pay the bill for the East side for $35.45 because that gas is still on. He is worried that the gas service will be turned off to the entire house and he will lose service for the winter. To resolve her complaint, Mr. **** wants his bill zeroed out for the west side of the house because gas is not being delivered to the premise. Investigation Details: A review of the gas account records for **** ******* ** and ** determined that both units were due for a corrosion inspection. On 7/17/15, Mr. **** contacted the Customer Service Department and scheduled the inspection for Unit 1W for 7/22/15. On 7/22/15, Mr. **** contacted the Customer Service Department and reported a gas odor. A technician was dispatched to the premise and while there, he completed the corrosion inspection. The gas service was left off at this unit due to a leak in the fuel run. Note: There is no record of an inspection being completed for Unit *** On 7/30/15, a letter was mailed to Mr. **** advising that an inspection was still needed for Unit 1E and that failure to schedule the order by 8/7/15 could result in the disconnection of his gas service for non-compliance. On 8/10/15, Mr. **** contacted the Customer Service Department and stated that he thought the technician who investigated the gas odor completed the inspection for Unit *** The Customer Service Representative (CSR) explained that the order was not completed and while checking further, Mr. ******* call dropped and another call came through, so she did not get a chance to schedule the order. On 9/1/15, another letter was mailed requesting that he contact the Company to schedule the order for Unit ** . On 9/22/15, another letter was mailed advising that the inspection was still needed for Unit ** and that failure to schedule the order by 9/30/15 could result in the disconnection of his service for non-compliance. The letter also advised that if the service is disconnected, a $62.00 reconnection fee will be assessed on the account. The same day, Mr. ***** contacted the Customer Service Department regarding repair work on his fuel run for Unit ** and the CSR advised him that a HVAC contractor could make the repair. There was no discussion nor was the inspection order for Unit ** scheduled. On 10/22/15, Mr. **** contacted the Customer Service Department and the CSR noted that she explained that access was needed to complete the inspection for Unit *** however, Mr. **** maintained that the order was completed in July while the technician was at the premise on a gas odor investigation. The CSR reiterated that there was no record of same and attempted to schedule the order; however, she notes that Mr. **** started over talking her and stating that he would be contacting the Attorney General Office to file a complaint. He requested to speak to a Supervisor and message was taken for a Supervisor to return his call. A Supervisor returned his call and she noted that she spoke with Mr. **** and explained that the gas service was disconnected on 7/22/15 due to leaks in his fuel run at **** ********** *** however, the account was not finaled out in our system, thus the reason he is still receiving gas bills. Mr. **** was advised that he could final out the account and rebill the account waiving the 2 bills he received for the minimum customer charge; however, if he decides to have the service turned back on in his name within the next 12 months, , he will be billed a $62.00 reconnection fee. At this time, Mr. **** did not schedule the turn off. With regard to the status of the inspection for Unit *** the Supervisor notes that she advised Mr. **** that the inspection was still needed because there is no work order for Unit ** . Mr. **** requested that someone from the Company call him back on 10/27/15 to schedule the order. He also stated that he wants the technician to leave a receipt indicating that the ACI was completed. The Supervisor issued a memorandum to the Foreman with Mr. ******* request asking that someone call Mr. **** on 10/27/15 to schedule the order. In addition to the BBB Inquiry, the CASD also received Mr. ******* complaint via a Missouri Public Service Commission (MPSC ) inquiry on 10/23/15. Mr. ******* complaint was referred to the Foreman for further investigation to determine if the inspection was possibly overlooked and/or not entered into the records for Unit *** The Foreman reviewed the records further and the technician who completed the order for Unit ** in July was also questioned and he indicates that he did not complete the order, thus the letters mailed to Mr. **** regarding the inspection for ** are valid. The Foreman telephoned Mr. **** and explained the above findings to him. Mr. **** was offered a time and date for the inspection; however, he stated that he would call the Foreman back to schedule the order. The Foreman states that when Mr. **** calls him back, he will have a technician dispatched to the premise to complete the order. The Foreman also states that if he does not hear back from Mr. **** in a timely manner, i.e. 10 days, he will call him again and attempt to schedule the order Note: As the investigation determined that Mr. **** has been properly informed and the billing issue was addressed by the Supervisor, the CASD did not contact him. Distribution: ** ********* Better Business Bureau, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

10/22/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My Service was disconnected even though my online account information showed a "Total Amount Due" of $38.37 and I had made $250 in payments several days prior to disconnection. Information on the Laclede Gas website is always incorrect according to a customer service rep that I spoke to today named *******. ******* said that "only the paper bills" are correct. I would like my reconnect fee waived because according to Laclede's website our account was current at the time of disconnect. Product_Or_Service: Household Gas Service

Desired Settlement: Refund the reconnection fee, and fix your website so that information shown there is accurate.

Business Response: Initial Business Response /* (1000, 5, 2015/10/16) */ Customer Info: Account ID: XXXXXXXXXX Complaint ID: XXXXXXX Mr. ***** filed an inquiry with the BBB stating the following: Mr. ***** filed an inquiry with the BBB requesting that his reconnection fee be waived. He states that prior to his service being disconnected he paid $250.00 and the Company's website reflected an amount due of only $38.37. Once his service was disconnected he contacted the Customer Service Department and a Representative advised him that only the information on the paper bill reflects accurate account information. Mr. ***** is requesting that the BBB investigate his concerns. To resolve his complaint, Mr. ****** is requesting that the Company refund his reconnection fee and fix the website so the information is accurate. A review of Company records revealed the following that Ms. ***** filed the same inquiry with the MPSC and the following was found: On 09/18/15, a disconnection notice was mailed advising him to pay $351.91 on or before 10/2/15 to avoid disconnection. On 09/28/15, a payment posted in the amount of $150.00. On 09/28/15, a bill was rendered reflecting an amount due of $343.96. The bill advised him that his gas was scheduled to be shut off for non-payment. On 10/02/15, a 96-Hour notice was mailed advising him to pay $201.91 on or before 10/02/15 to avoid disconnection. On 10/02/15, a payment in the amount of $100.00 posted. On 10/06/15, the gas service was disconnected for non-payment. Later on 10/06/15, Ms. ***** contacted the Customer Service Department regarding the disconnection. The Representative advised her that the payment of $100.00 was not enough to stop the disconnection, she advised Ms. ***** that a payment of $175.00 was needed to restore the gas service. o NOTE: Since the gas service was disconnected a minimum of 80% was needed to restore the service. On 10/06/15, Ms. ***** contacted the Customer Service Department and made a payment of $175.00 with the Representative to restore her service. The reconnection was scheduled for 10/07/15; the Representative advised her of a $62.00 reconnection fee, Ms. ***** did not dispute the charge, she confirmed with the Representative that the reconnection charge would be billed to her account, and did not have to be paid at that time. o NOTE: Reviewing the account, there is no record that the reconnection fee had been assessed. On 10/07/15, Mr. ***** called the Customer Service Department requesting the phone number to the MPSC. He advised the Representative that the information on the website was not accurate and did not show that the account was in threat of disconnection. The Representative advised him that bills and notices are being mailed to him which advises him if he is in threat of disconnection. I listened to the call and there was no mention from the Representative that only the paper bills reflect accurate information. Although Customer Connection (website) does not display the disconnection notice; it reflects the account balance, the current charge amount, and gives the customer the option to view their bill, which would state if the customer was in threat of disconnection. Disconnection notices are mailed to Customers directly with the amount needed to stop the disconnection and the date payment is needed. See attached, Customer Connection assists customer with the following: View/Pay E Bill. Set up, Remove or Edit Recurring Payments. View/Add/Edit Payment Accounts. View Payment History. Set up General Budget Billing Plan. On 10/14/15, I left a detailed message for Mr. ***** explaining the above findings. I apologized for the inconvenience and explained that prior to the disconnection the balance was $343.96; he paid $275.00 lowering the balance to $68.96, as a Customer Service gesture I waived a late fee of $6.73 leaving an amount due of $62.23.

10/22/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Double Charged, told Autopay was working and it wasn't - thats what led to the double charge. Too incompetent to find their mistake. I have proof. Double Charged, told Autopay was working and it wasn't - thats what led to the double charge. Too incompetent to find their mistake. I have proof of this via my bank statement and they're not finding their mistake in their system, while they've admitted their system is glitching. Dishonest or incompetent? Either way I've been overcharged and they aren't making it right.

Desired Settlement: I want exactly half of my money back from the 10/16 billing.

Business Response: Final Consumer Response /* (2000, 7, 2015/10/22) */ When I told the company of my BBB complaint, they finally called (an hour later than they promised me, but nonetheless), and offered me the refund that was due to me by way of a MAIL CHECK - even though I paid with a card immediately. At least I am getting my refund...

10/21/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On or about May of 2015 I called to acquire gas service at my residence at *** ***** *** Florissant Missouri XXXXX Days later I began to receive service with the Laclede. Maybe a month or so later I received a bill for approximately $638.97 I immediately called to inquire as to why my fairly new bill was so expensive. I was then told that this inflated amount was a carry over from the previous address located at XXXXX ******* *** I then began to explain to the representative that the bill in question wasn't obtained in my name. And because of past, and previous unethical practice's I've encounter with Laclede Gas. I included this particular account number into my chapter 7 bankruptcy. The rep on the phone then stated she would remove this inflated previous balance from my name, and my current bill. Approximately 2-3 months later I received my bill And yet again it included the previous balance of $638.90 I again called Laclede Gas and stated how can they legally add a balance to my bill that wasn't authorized be, nor was it obtained in my name. And again that I filed a Ch. 7 bankruptcy on?. The rep went on to tell me that they had no knowledge of a active bankruptcy, and I needed to provide documentation. I called my bankruptcy attorney at ******** ********** and explained the case to her. The attorney stated she would send the necessary paperwork over to Laclede Gas to show them that I did in fact filed a Ch 7 bankruptcy, and it ha been discharged via the court. During this time I consistently received bills from Laclede Gas. So on 9-30-2015 Laclede Gas had disconnected my gas service's. I called them again and the rep went on to tell me that the previous bill not associated with my name, and had filed under Ch. 7 bankruptcy law was in fact still my responsibility. Account_Number: XXXXXXXXXX

Desired Settlement: I would like for this previous balance be removed from my name, and my current bill. **Amount to be removed 638.97** I would request that my gas services be restored immediately, and I be required to only pay the gas bill associated with the services I've used at *** ***** *** address. I also request that I not be charged any disconnection fee's associated with the disconnection of my services at *** ******

Business Response: Initial Business Response /* (1000, 5, 2015/10/15) */ Customer Info: Account ID: XXXXXXXXXX Complaint ID: XXXXXXX Ms. ***** filed an inquiry with the BBB stating the following: On or about May of 2015 I called to acquire gas service at *** ***** Dr. A month or so later she received a bill for approximately $638.97; she called the Customer Service Department to inquire about the balance and was advised that the balance was a transferred unpaid debt from her previous address of XXXXX ***** Dr. Ms. ****** advised the Representative that the service at that address was not in her name. She states that because of past experiences, and previous unethical practice's she has encountered with Laclede Gas she included the debt in question into her chapter 7 bankruptcy. Ms. ****** stated that the Representative advised her that she would remove the balance from her account. Approximately 2-3 months she received a bill and it included the previous balance of $638.90. She contacted the Customer Service Department and questioned how the Company can legally add a balance to her bill that wasn't authorized by her, nor was it obtained in my name and was included in her bankruptcy. The Representative advised Ms. ***** that there was no record of her bankruptcy and suggested she provide documentation. Ms. ********* attorney sent the paperwork to Laclede Gas. She has consistently received bills from Laclede Gas including the debt and on 9/30/15; her gas service was disconnected for non-payment. Ms. ***** was advised that although the previous bill was not associated with her name, and was included in her bankruptcy, she is responsible for the balance. To resolve her complaint, Ms. ****** is requesting that the Company remove the balance and her service be restored immediately and the reconnection fee be waived. A review of Company records revealed: On 11/05/14, the company received Bankruptcy Notification for Ms. ****** the Credit & Collection Department noted that she will not be held financially responsible through 10/27/14 for ***** ******** (husband) bill from XXXXX ****** Dr. since she filed bankruptcy on that date and ****** ****** was not included on her Chapter 7 bankruptcy. On 05/04/15, Ms. ***** contacted the Customer Service Department to establish gas service at *** ***** Dr. The Representative advised her that she was being held responsible for a debt from XXXXX ***** Dr. in the amount of $638.97, due to benefit of service with ***** ****** Ms. ***** advised the Representative that she and ***** ****** were separating and he will call the Company to assume responsibility. On 05/04/15, the Representative submitted a request to have the debt transferred to her active account. On 05/07/15, a bill was rendered reflecting the $25.00 initiation fee. On 06/08/15, a bill was rendered reflecting an account balance of $65.91. On 07/09/15, the debt from XXXXX ***** Dr. in the amount of $638.97 transferred to Ms. ******** active account. On 07/09/15, a bill was rendered reflecting an amount due of $754.11, which included the transferred balance of $638.97 and the first two installment of $6.25 for the $25.00 initiation fee. On 08/07/15, a bill was rendered reflecting an account $806.53. On 08/14/15, Ms. ***** contacted the Customer Service Department to dispute the transferred balance. She advised the Representative of her bankruptcy and advised the Representative that she would fax or e-mail proof to support her dispute. The Representative forwarded her concerns to the Credit & Collection Department for investigation. On 08/31/15, a disconnection notice was mailed advising Ms. ***** to pay $753.83 on or before 09/14/15 to avoid disconnection. On 09/12/15, a bill was rendered reflecting an account balance of $858.86. On 09/17/15, a Credit & Collection Representative investigated the transferred balance and noted that Ms. ***** filed bankruptcy on 10/27/14. At the time of the filing Ms. ***** did not have service in her name. However, after 10-27-14(filing date) she benefited from service with ***** ***** at XXXXX ***** Dr. the pre-petition debt $182.86 was transferred back to ***** ********* account. The post-petition debt of $456.11 will remain on Ms. ********* account as she is financially responsible for any debt incurred after 10/27/14. On 09/18/15, a 96-Hour notice was mailed advising Ms. ***** to pay $570.97 (amount needed was lowered due to $182.86 reversing) on or before 09/14/15. 09/30/15, the gas service was disconnected for non-payment. Later on 09/30/15, Ms. ***** contacted the Customer Service Department inquiring about the disconnection. Ms. ****** advised the Representative that she submitted her bankruptcy papers to prove she wasn't responsible. She stated that she should not be responsible for the balance because the account was not in her name. The Representative advised Ms. ***** of the above findings from the Credit & Collections Department, she advised her that the pre-petition debt of $182.86 had been transferred back to ***** ****** but due to benefit of service she is responsible for $456.11. Ms. ***** advised the Representative that she was contacting an attorney to dispute this matter further. Investigation Details: Accurint trace places Ms. B____ at XXXXX S____ Dr. from 2007 to 2015. Driver's License search shows Ms. B_____ at XXXXX S_____ Dr. from 1997 to current. Case.net places Ms. B_____ at XXXXX S____ Dr. Accurint places J____ B____ at the current address of 440 M____ Dr. Ms. B____'s bankruptcy papers list XXXXX S_____ Dr. as her address. On 10/02/15, I left a detailed message for Ms. B____ explaining the above findings. I advised her that her account balance is $708.11 and to restore her gas service she can pay 80%, $567.00; since she states in her inquiry that she was told $480.00, I will accept $480.00 to restore the service. I left my telephone number of XXX-XXX-XXXX and advised Ms. B____ to contact me directly if she has additional questions or concerns. Since this matter had already been resolved by a Customer Service Supervisor, I did not contact Ms. B______.

10/21/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My mother, who is 78 and disabled receives help from me with handling her business matters. I have contacted Laclede Gas and received permission from her to discuss her account. I NEVER assumed financial responsibility for her account. In August, I received a bill with her delinquent balance added to her account. After calling customer service to discuss this issue, I was told that it was believed that I lived there and I needed to provide utility bills and other mail proving my residency. I informed them of my address (and provided a current lease, cable bill and ****** electric bill), along with a letter stating that I live in an apartment complex and still use my mom's address for some of my mail. My gas bill only averages $50 per month and I have over $400 attached to my account. I have provided Laclede Gas proof of residency and a detailed explanation. In addition, I should have NEVER been added to an account without my permission. My 8 year old child resides with me and my gas (heating source) is being threatened to be disconnected.

Desired Settlement: Laclede gas illegally added me to my mom's account, despite being provided with documentation regarding my residency. They should remove my moms balance from my account. I will assist her with receiving support to pay her bill down. It is not my bill or my responsibility.

Business Response: Initial Business Response /* (1000, 5, 2015/10/15) */ Laclede Gas Company Community Services Department Better Business Bureau Received: 10/6/15 CASD Supervisor: **** ******** __________________________________________________________________________________ Customer Info: Account ID: XXXXXXXXXX Rate: GH Residential Complaint ID: XXXXXXX Comments / Resolution: Ms. ********* complaint is concerning a debt of $389.55 which was transferred from her mother's account to her active gas account. She states that her mother is disabled and she only assists her with her business matters; however, in August 2015, she received a bill with her mother's delinquent balance added to her account. Ms. ***** states that she contacted the Customer Service Department regarding the transferred balance and was told by a Customer Service Representative (CSR) that the bill was transferred to her because it was believed that she resided at the premise with her mother. She was instructed to provide proof of her residency so that the bill could further investigated and/or reversed. Ms. ***** states that she provided the information to Company, along with a detailed explanation that while she sometime uses her mother's address to receive mail; she does not live with her mother. She also states that she should never have been added to the account as a financially responsible party without her permission and is upset over the Company's threat to disconnect her gas service. To resolve her complaint, Ms. ***** wants her mother's balance removed from her account because it is not her debt. Note: Upon receipt of the BBB inquiry, I reviewed the gas account records for Ms. ******** account, as well as her mother's address and discovered that a Customer Service Department Supervisor had already resolved this matter. The debt of $389.55 was reversed and returned back to Ms. ******** mother's account at **** ******* Her mother's gas account records have also been updated removing her as having any financial responsibility for the bill; she is reflected as a family member which will allow her to continue to make inquiries on her mother's account. As this matter was already resolved, the CASD did not contact Ms. ****** Account Details: Ms. ******** mother's gas service was disconnected for non-payment at **** ***** on 6/1/15. The write off process began on 6/29/15 and upon reviewing the records, it was discovered that Ms. ***** was listed as a financially responsible party on the account so instead of sending the bill to a collection agency; the debt was transferred to her account at **** **** on 7/16/15. On 7/28/15, Ms. ***** contacted the Customer Service Department to dispute the bill; a request was issued to the Credit & Collection Department to investigate this matter further. The Collection Department reviewed the transfer again and noted that their investigation determined that Ms. ******** business, assets and license website all list her at her mother's address. The account was noted that she would have to provide additional proof before the charge would be removed from her account. On 8/27/15, Ms. ***** contacted the Customer Service Department again and was advised that she would need to fax additional proof of where she was residing during the period in question, i.e., electric bill, bank statement, etc. On 9/2/15, Ms. ***** placed a follow-up call to the Customer Service Department and the CSR noted that she had faxed the requested information. On 9/18/15, a disconnection notice was rendered on the account because at that time, she had not been cleared as the person responsible for the debt. On 10/6/15, Ms. ***** spoke to the Customer Service Department Supervisor and indicated above; she resolved the billing dispute and reversed the transfer of the debt. Distribution: J. L. Trachsel, Better Business Bureau, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

10/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received a bill for over $1000 in Sept. When my bill have been a normal price since I moved to XXXXX *** ****** Dr in March. I called to speak with a Supervisor the first time the representative tried to help but needed the sup. I was suppose to get a callback but I didn't. I called again to setup sup callback. Sup called me back and told me the amount came from my girlfriend balance that I benefited from. I asked her if the original account holder of said balance was to use there services will the balance go back to her? She said no it will stay with me and that's a domestic issue. I asked can I split the balance she said no that's a domestic issue.

Desired Settlement: I don't have a problem receiving half of the balance and payment agreement.

Business Response: Initial Business Response /* (1000, 5, 2015/10/14) */ Laclede Gas Company Community Services Department Better Business Bureau Received: 10/2/15 CASD Supervisor: **** ******** __________________________________________________________________________________ Customer Info: Account ID: XXXXXXXXXX Rate: GH Residential Complaint ID: XXXXXXX Comments / Resolution: Mr. ********* complaint is bill he received for over $1,000.00. He states that since moving to XXXXX ______ in March 2015, his bills been normal. Mr. ***** states that he contacted the Company to speak to a Supervisor and a Customer Service Representative (CSR) tried to assist him, but he still requested a Supervisor. A Supervisor returned his call and told him that the amount came from his girlfriend's account and that he had benefitted from the service. Mr. ***** stated that he asked if the original account holder of the balance requested gas service if the balance would be transferred back to her and the Supervisor advised him it would not; the bill will stay with him. He also states that he was told that this is a domestic matter between him and his girlfriend. Mr. ***** then requested that the bill be split in half and again was told that this is a domestic issue. To resolve his complaint, Mr. ***** wants a billing adjustment. He states that he does not have a problem paying half of the balance and wants a payment agreement. Note: A review of the records for Mr. ******* account determined that the Customer Service Department correctly explained the Company's position regarding the debt and because the CASD is satisfied with the handling of his previous inquiries to the Company, I did not contact him. At this time, the gas service is off and the balance due on the account is $1,304.80. Mr. ***** will need to pay a minimum of $1,043.20 (80%) of the bill to have it restored, or he can call back after 11/1/15 to see if a lesser amount is available to have it restored under the CWR plan. Account Details: My investigation determined that on 7/29/15, the bill in question, $1,066.43, was transferred from **** ***** to Mr. ******** gas account at XXXXX ********* On 8/3/15, Mr. ****** contacted the Customer Service Department regarding his account and a Customer Service Representative (CSR) explained to him that the debt was transferred to him because prior to writing off the bill, a Collection Department investigation was conducted and it was determined that he had also resided at the address. The CSR further explained that in accordance with Company's benefit of service policy, he was determined to be equally responsible for the bill. Mr. ***** requested to speak to a Supervisor and a message was taken for the Supervisor to return his call. Note: During the period of time the debt was incurred, Mr. ***** was also listed as a financially responsible party. Also, a trace of his driver's license # also placed him at the premise. On 8/6/15, a Supervisor returned his call regarding his dispute but he was unavailable; a message was left reiterating the benefit of service policy and Mr. ***** was instructed to call back if he had further questions. In the interim, the severance process was started on Mr. ******** account and on 8/24/15, a notice was rendered warning that the service was in threat of being disconnected. By that time, his gas account balance was $1,223.26 and the minimum payment due to avoid disconnection was $114.29 by 9/8/15. On 9/8/15, at 7:49 AM, Mr. ***** contacted the Customer Service Department and requested a Supervisor; a message was taken for the Supervisor to return his call. A Supervisor returned his call at 11:30 AM and reviewed his account status with him. During this call, Mr. ***** questioned if his girlfriend, ***** **** has gas service at her name and if so, will half the balance be transferred to her. Mr. ***** was advised that because he currently has gas service in his name, he is responsible for the full balance of the bill. Mr. ***** then stated that he feels this unfair because Ms. ***** also used the gas; the Supervisor advised him that he would have to pursue this matter with Ms. ****** On 9/9/15, a payment of $121.00 was posted to the account. On 9/21/15, another notice of disconnection was rendered on the account; by then the balance owed was $1,166.18. The notice informed Mr. ***** that the service would be disconnected unless a minimum payment of $1,102.26 was received on or by 10/5/15. On 9/30/15, a 96-Hour notice was mailed warning that the service was still in threat of being disconnected and to avoid same, a payment of $1,102.26 must be received by 10/5/15. On 10/7/15, Ms. ***** contacted the Customer Service Department inquiring about her previous balance. The CSR confirmed that the balance was transferred to XXXXX ******* The CSR also informed her that the debt will still be reflected on her credit report until it has been paid in full. On 10/8/15, the gas service was disconnected for non-payment on 10/8/15. Distribution: ** ** ********* Better Business Bureau, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

9/22/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The purpose of this letter is to file a complaint against Laclede Gas on behalf of my client the Annex Lofts. Attached if I can add an attachment are two gas bills, one for the period of 11/7/2013 to 12/5/2013 in the amount of $2781.31 and the second for a period of 11/7/2014 to 12/4/2014 in the amount of $13154.43. I have spoken to a customer service rep, ****** ***** who said she would be escalating my inquiry to the Laclede Gas high bill resolution dept. She said I would hear back in 3 days. A week after receiving no call, I called and spoke to a customer service rep, ********, who said she would have a supervisor contact me. Instead I received a letter dated Aug 12th 2015 from ****** ****** response was for a March 9th, 2015 billing statement that I have not questioned or asked about. This is unacceptable. What I am questioning is why the natural gas consumption increased so dramatically in November of 2014 when:1. Temps in 2014 did not vary dramatically from 20132. There were no modifications made to the building during this time.3. There were no increases or decreases in occupancy.It appears to me that there has been an error in billing for the period ending on 12/4/2014. I am asking for written documentation which I initially asked for and have yet to receive, Which shows how the billing was calculated and whether the Annex Lofts was overcharged as it appears to have been. Product_Or_Service: Natural Gas Account_Number: XXXXXXXXXX

Desired Settlement: I have 5 years worth of gas bills that show this bill is out of line with usage history. I would like to find out what is wrong with this bill and have a credit to my account.

Business Response: Initial Business Response /* (1000, 5, 2015/09/22) */ Laclede Gas Company Community Services Department Better Business Bureau CASD Investigator: **** ******** __________________________________________________________________________________________ Customer Info: Account ID: XXXXXXXXXX Rate: GHRES Complaint ID: XXXXXXX __________________________________________________________________________________________ Comments / Resolution: Ms. ***** contacted the BBB and filed a high bill complaint. She is disputing the bill she received for the period of 11/7/14 - 12/4/14 in the amount of $13,154.43. She states that she compared the bill to the previous year for the period of 11/7/13 - 12/5/13, which was $2,781.31, which resulted in her questioning the bill for $13,154.43. Ms. **** states that she spoke to a Customer Service Representative (CSR) who escalated her inquiry to the high bill area for investigation and response and although she was told she should receive a call back in 3 days, no one called her. Ms. ***** states that she called and was advised by a CSR that she would have a Supervisor contact her; instead, she received a letter of explanation for a bill from March 2015, but that is not the bill in question. Ms. **** states that she does not understand how the bill could be that high because the temperatures in 2014 did not vary drastically compared to 2013. She also claimed that have made no modifications to the building, nor has there been an increase or decrease in occupancy so it is her opinion that this must be a billing error. Ms. **** requested written documentation explaining the bill, including how the bill was calculated. To resolve her complaint, she wants to know what is wrong with the bill and wants a credit issued on their account. Investigation Details: My investigation revealed that the Company conducted a high bill investigation in January 2015; however, Ms. **** is unwilling to accept the findings. A review of the records for Ms. ******* account confirmed that a bill was rendered on the account in the amount of $13,154.43, for service from 11/6/14 - 12/4/14, for 16,624 CCF; this bill was rendered based on AMR reading. On 1/20/15, Ms. **** contacted the Customer Service Department regarding the bill and the Representative issued a high bill investigation order. On 1/29/15, a Meter Shop technician visited the premise and reported that he found the meter, index and veeder (which is similar to an odometer reading) registering accurately; a reading of XXXXXX was recorded from the meter. The AMR reading was XXXXXX; therefore, the AMR was reprogrammed to match the index on the meter. Note: Per the Meter Reading Analyst, the difference between the AMR and Meter index was minimal in comparison to the usage that registered for the bill. Note: Upon receipt of the BBB inquiry, the technician who visited the location in January 2015 was questioned regarding the order; however, he only had a vague recollection of the visit. He stated that he recalled finding nothing out of the ordinary to explain the high usage. The technician vaguely recalled a discussion held at the time of the visit pertaining to a regulator on the roof top (customer's equipment) and questioned whether the regulator had malfunctioned; however, he could not recall anything definitive from the conversation. A review of the AMR daily readings at the location shows that the readings spiked fairly high daily levels beginning on or about 11/01/14 in that the usage following 11/01/14 was typically well over 400 CCF per day, whereas historical winter use seldom exceeded 300 CCF per day. The high usage that began 11/01/14 also continued until on or about 12/30/14. Following 12/30/14, the usage returned to the more typical historical usage rate. Therefore, at the time of our technician's visit on 1/29/15, the daily usage was occurring at a more historically typical level. In summary, there appears to be no evident malfunction of the Company's metering equipment. It is the Company's position that possibly the customer's equipment may have malfunctioned and led to the higher usage for the disputed billing period. With regard to Ms. ******* receipt of a letter of explanation she received for her March 2015 bill, my investigation determined that the CSR who generated the request to Customer Support Services erroneously requested the information be provided for the March bill, not the bill in dispute. This matter has been referred to the Manager of the Customer Service Department for review and disposition. On 9/18/15, I made two unsuccessful attempts to reach Ms. **** by telephone to discuss the above information with her; therefore, I sent the results of my investigation to her via e-mail. I advised Ms. **** that since she was not satisfied with the high bill investigation performed in January 2015, I could schedule an on-site meter test to confirm if the meter is registering properly. As of 9/22/15, Ms. **** has not responded to my e-mail. Distribution: ** ********* Better Business Bureau, File

8/31/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In March I found a piece of paper on my porch telling me my gas was turned off. When I called Laclede they said I had not contacted them to set up a required test after they sent me ltrs. I told them I had not rcvd a ltr & needed my gas turned on & they said this wouldnt happen until they did the test. The soonest appt was 2 days on Sat & I have a job this day so had to ask for a day off. I asked why they did not try to call or email & they said it wasn't policy. I asked to speak to a mgr and gave them a specific # to call since I cant use my cell at work. I didnt get a call. When I left work i had a msg from the mgr saying there was nothing he could do & I had to wait to get my gas turned on Sat. So I had 2 days of no heat (was still very cold @ nite) no hot wtr, no stove & no dryer. When the guy came Sat he was really nice. He did say he heard my story ALOT. He gave me a watchdog co for utilities to contact but I lost the name. then on my april bill I had a reconnect fee for $62. When I called, Laclede said there was nothing they could do. I talked to a mgr and he said there was nothing he could do. Even though I NEVER had a late pymt b/c I had auto-pay, did not matter. He kept repeating that 5 ltrs were sent & this was all they had to do to be compliant. I said I do not rcv bills in the mail and not a single bill viewed online had this test request, not did their communication that a bill was due had a request. I was not happy in my tone, but I asked if they thought this was good customer service and he said they just needed to be compliant & added the only way I was going to be a happy client was if I got my way which wasnt going to happen. i know the customer is not always right but i have had credit card companies return fees w/ no issue b/c of my good standing, but his response was uncalled for. Also I dont trust USPS. I have found I havent rcvd mail, I get other peoples mail & I get shredded mail in a plastic bag. i could have thrown the ltr away thinking it was junk. Account_Number: XXXXXXXXXX

Desired Settlement: I want the fee returned & i should get my meals refunded as well as my wage from missing saturday's work.laclede is the only option for me & it felt like customer service is banking on this. they know i cannot go elsewhere so it does not matter if i am a satisfied customer or not.also, the practice of only attempting to contact via usps should be changed. i work in a brokerage firm during the week & if we do not get a response for a required action, we try the clients other contact options.

Business Response: Initial Business Response /* (1000, 5, 2015/04/30) */ Customer Info: Account ID: XXXXXXXXXX Rate: GH Residential Complaint ID: XXXXXXX Comments / Resolution: Ms. ***** contacted the BBB with the following concerns: Laclede Gas shut off her gas for failure to schedule a corrosion inspection. Ms. ****** stated that she is on auto-pay and did not read the notices that were being sent to her, which requested that she contact the Company to schedule the appointment. Her service was disconnected on 03/19/15 and was not restored until 03/21/15. She had to take a day off from work to be available for the technician to gain access to the meter to satisfy the corrosion inspection. She is being charged a $62.00 reconnection and spoke to a Supervisor requesting that the fee be waived; however, the Supervisor advised her that the charge was valid and would not be waived. The Supervisor explained that there were multiple notices mailed to her requesting that she schedule the ACI inspection and there was no response to the notices. Ms. ******* advised the Supervisor that she had not been receiving her mail or when she does receive it, it is shredded and in a bag. She stated that she does not trust the USPS and believed that the Laclede Gas Customer Service Supervisor provided her with poor customer service when; allegedly, he advised her that the only way she was going to be a happy client is if she gets her way and that was not going to happen. To resolve her complaint, she wants the $62.00 reconnection fee waived. Account Details: A review of the records for Ms. ******** account determined that she was due for a corrosion inspection at her premise and the Company has been trying to contact her to schedule the appointment since 01/05/15, the date the first letter was sent. Subsequent postcards and letters were mailed to her on 02/20/15, 02/26/15, and on 03/11/15 and each letter warned her that her service would be disconnected if the corrosion inspection was not satisfied and that if the service is disconnected, a reconnection fee of $62.00 will be assessed. Since there was no response to the letters, Ms. ********* gas service was disconnected on 03/19/15 for non-compliance. On 03/20/15, Ms. ***** contacted the Customer Service Department to schedule the corrosion inspection and to have her service restored. Ms. ***** requested a same day order; however, the soonest date available was 3/21/15. Ms. ***** requested to speak to a Supervisor and the Representative took her phone number and advised Ms. ***** that a Supervisor would call her back. Later the same day, the Supervisor returned the call. Ms. ***** was not available so the Supervisor left a message and reiterated that the next available date for the reconnection was 03/21/15. On 03/21/15, the corrosion inspection was satisfied and the gas was restored. On 04/14/15, a bill was rendered reflecting the $62.00 reconnection fee. On 04/21/15, Ms. ****** contacted the Customer Service Department and requested to speak to a Supervisor regarding the $62.00 reconnection fee and stated that she wanted the reconnection fee waived. The Representative took her phone number and advised Ms. ***** that a Supervisor would call her back. Later the same day, the Supervisor returned the call. He advised Ms. ***** that the $62.00 reconnection fee was a valid charge and also explained that there were notices sent to her requesting that she schedule an appointment to satisfy the corrosion inspection and there was no response. Ms. ***** advised the Supervisor that the $62.00 fee was not valid because the Company did not e-mail her or call her to set up ACI. The Supervisor explained that the request to schedule the appointments is handled through mail; however, Ms. ***** stated that letters through the US Postal service is not proper communication or notice. She advised the Supervisor that if he wanted to provide her good customer service he would waive the fee. The Supervisor apologized and informed her that he would not waive the fee because it was a valid charge. He also advised Ms. ***** that he was providing good customer service by making sure all customers are given the same information. Ms. ****** was upset and stated that she was calling the BBB and abruptly disconnected the call. On 04/23/15, Ms. ***** filed a complaint with the BBB. On 04/27/15, I made an unsuccessful attempt to reach Ms. ***** to discuss her complaint; I left a message advising her that due to her pay history and inconvenience, as a one-time customer service gesture the $62.00 reconnection would be waived. I left my contact number of XXX-XXX-XXXX and requested that Ms. ***** contact me if she has any additional questions or concerns. Initial Consumer Rebuttal /* (3000, 12, 2015/08/31) */ For the record, I got the refund, but with the message of Laclede did nothing wrong, no apology for my inconvenience. i was told, i was only being given the refund because i paid on time. if i could, i would use another company. it is really sad when these utility companies have the monopoly in cities.

8/28/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My name is ***** ********* I, electric c/o (Ameren MO), and Laclede Gas c/o are in disagreement regarding who is responsible for paying bill. I've informed both companies that I do not feel like I should have to pay a bill, which was in ***** ***** ******** name- Especially since I was out of town Oct 19, 2014 to Dec. 14 or 15, 2014 As well as 1-7-2015/2-13-2015. Electric c/o states sence I enjoyed the electric as well as Ms. Williams I should have to pay. I have not attain an official statement from Laclede Gas. Upon my return on Dec. 14 or 15 2014 Ms. ******** forfeit premises leaving bills including rent unpaid. I paid/ undated rent and do not feel like I should pay utilities that I was not present to use. Ameren Missouri personal stated I was there enjoying usage of electric & I was not and have proof to being out of town. Ameren Electric sent me a terms of payment agreement which is enclosed & includes Ms. ******** past accounts. If I have to pay Ms. ******** bill why should I have two down payment one for me the other for *****. The $48.00 listed on term payment, does not include monthly usage payment.

Desired Settlement: Laclede Gas c/o are in disagreement regarding who is responsible for paying bill. I've informed both companies that I do not feel like I should have to pay a bill, which was in ***** ***** ******** name-

Business Response: Initial Business Response /* (1000, 5, 2015/08/28) */ Laclede Gas Company Community Services Department Better Business Bureau Received: 8/18/15 CASD Investigator: **** ******** Customer Info: Account ID XXXXXXXXXX Complaint ID: XXXXXXX Rate: GH Residential Comments / Resolution: Ms. ***** filed an inquiry with the BBB and stated the following: She is in a disagreement with the Company as to who is responsible for paying the gas bill at 4988 ***** St. She feels that she does not have to pay for the service because the bills were in ***** ******** name, especially when she was out of town from 10/18/14 through 12/14 or 12/15, 2014, as well as from 1/7/15 through 2/13/15. Upon her return to the property, Ms. ******** forfeited the premise and left her with the bill; however, she does not feel she should have to pay the bill because she was not present. To resolve the complaint, she does not want to be held responsible for the outstanding bill at the address. Investigation Details: A review of the gas account records at **** ***** indicates that on 12/18/14, the gas service was turned on at this address in Ms. ******** name. At the time the service was started, Ms. ***** informed the Customer Service Representative (CSR) that her roommate, Ms. ***** had moved out of the apartment ****** ******** The CSR noted that he explained the benefit of service policy to her, which means that both she and Ms. ****** were equally responsible for the debt. The turn-on was completed as scheduled and the unpaid balance of $343.22 was transferred from their former address at XXXXX ***** to the **** ***** address. She was established on the CWR budget plan and a "Statement of Amount Due" was mailed to her so that she could apply for Energy Assistance. On 1/9/15, a bill was rendered reflecting a gas account balance of $501.77, which included the transferred debt of $343.22; the amount due was $122.39 ($116.14 CWR budget + $6.25 service initiation fee). On 2/9/15, a bill was rendered reflecting a gas account balance of $883.65; the budget amount due $246.61. On 2/18/15, Ms. ****** contacted the Customer Service Department and disputed the transferred balance; she denied living with Ms. ***** at the ****** address. She was advised to fax proof of where she was residing during the disputed billing period. On 2/23/15, a follow-up call was placed to Ms. ***** advising that the transferred debt would remain her responsibility because a Social Security Number trace had placed her at the ****** address during the time the bill was incurred. Ms. ***** continued to dispute the debt and claimed that she was out of town; she was advised that this was between her and her roommate and that they are both equally responsible for the bill. On 3/2/15, an Energy Assistance pledge payment of $278.00 was received on the account. Note: Ms. ***** did not make any payments herself since being turned on at the address thus the gas account balance has been continuously increasing. As of 5/8/15, the gas account balance due was $900.12, the budget amount due was $441.57. On 6/1/5, severance process started, a notice was mailed warning that the service would be disconnected unless a minimum payment of $155.98 was received on or before 6/15/15. On 6/10/15, a 96-Hour notice was mailed warning that the service was still in threat of being disconnected unless the payment of $155.98 was received on or by 6/15/15. On 6/24/15 and 6/29/15, the account was routed for disconnection but there was no access to the meter, thus the order could not be completed. On 7/6/15, Ms. ***** contacted the Customer service Department regarding the account and was advised that since the service was still on, she could still pay $155.98 and avoid the disconnection. Ms. ***** advised the CSR that the Company could just go ahead and disconnect her because does not have any money. Ms. **** called back later in the day and requested to speak to a Supervisor; a message was taken for a Supervisor to return the call. A Supervisor returned the call the same day and again Ms. ***** disputed the bill. The Supervisor reiterated that the previous investigation determined that she did benefit from the service and Ms. ***** replied that she had submitted information to the Company and the BBB proving that she did not reside at the address. She stated she would try to locate the information and resubmit it the Company. The Supervisor reminded her of the impending disconnection of the service and Ms. ***** stated that she told the previous Representative to go ahead and turn off the gas because she did not have any money. On 7/10/15, a notice was mailed warning that the service would be disconnected unless a payment of $1,150.61 (past due budget) was received by 7/24/15. On 7/20/15, a 96-Hour notice was mailed warning that the service was still in threat of being disconnected for non-payment. On 7/28/15 and 8/3/15, the account was routed for disconnection but there was no access to the meter; thus the order could not be completed. On 8/10/15, a bill was rendered reflecting an accumulated gas account balance of $1030.41; budget amount due $1,314.34. On 8/18/15, a disconnection notice was mailed warning that the service would be disconnected unless a payment of $1,230.88 (past due budget) was received on or by 9/1/15. On 8/27/15, a 96-Hour notice was mailed warning that the service was still in threat of being disconnected for non-payment. Note: Presently, the budget amount due is $1,314.34; the payoff balance is $1,030.41. On 8/28/15, I made an unsuccessful attempt to reach Ms. **** at the telephone number included in her complaint, which is also the telephone number listed on her gas account records so I could not explain that that the Company's position regarding the debt remains unchanged and that no adjustment is warranted; the person who answered the telephone told me that I had the wrong number. Distribution: ** ** ********* Better Business Bureau, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION Initial Consumer Rebuttal /* (1500, 7, 2015/08/28) */

8/28/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: After i sold my home and closed my acct i received a refund from this company. Months later i receive a past due bill for 475.00. I don't understand how this can be. I've contacted Laclede and the admit to an error but i can't tell how the amount can be that hi. I receive info but i can't understand it. I've asked for a written statement explaning and they have not sent it. I want to know how they can charge me for this amt and exactly how they came up with the amount. I don't belive i should be responsible for this bill as i paid the amount i was billed every month and already closed and received a refund for overpayment. Product_Or_Service: Gas Account_Number: XXXXXXXXXX

Desired Settlement: I expect this amt to go away because it's not my error and the acct was closed.

Business Response: Initial Business Response /* (1000, 5, 2015/08/28) */ Laclede Gas Company Community Services Department Better Business Bureau Received: 8/18/15 CASD Investigator: **** ******** Customer Info: Account ID XXXXXXXXXX Complaint ID: XXXXXXX Rate: GH Residential Comments / Resolution: Ms. ***** filed an inquiry with the BBB and stated the following: After she sold her home and closed her account, she received a refund check from the Company. Months later, she received a past due bill for $475.00. She contacted the Company and we admitted to the error, but she does not understand how the bill can be this high. She received some information from the Company that she does not understand. She requested a written statement explaining the bill further but it has not been received. To resolve the complaint, she wants the bill adjusted and/or written off because this was not her error and the account has been closed. Investigation Details: A review of the records for Ms. ******* former address determined that her bill was adjusted to correct and undercharge on her account, which stemmed from the AMR module failing to accurately transmit her usage for several months. Ms. ***** was only billed the minimum customer charge of $21.50 + tax; she was not billed for any usage during the adjusted period even though she was using gas. The AMR issued was discovered on 3/4/15 when a technician was routed to investigate the zero usage being transmitted; while at the premise, a meter reading of X4254 was obtained. As of 2/22/15, Ms. ***** had only been billed up to X3167. The reading of X4254 indicated an undercharge of 1087 CCF. The account was referred to the Meter Reading and Billing Services Department for adjustment; however, there was a delay in completing the rebill on her account. In the interim, Ms. ***** ended her account at this address and because she was on budget billing and had a credit on her account, the credit balance was refunded to her in error. The account should have been rebilled first and the credit applied to the adjusted bill amount. On 6/2/15, an adjusted bill was rendered on the account and although she had been undercharged by 1087 CCF, she was not billed for all the usage for two reasons, 1) we could not determine the exact period of time for the undercharge and 2) per MPSC Tariff, we can only bill the account one year from the date of discovery. After reviewing Ms. ******** past usage history at the address prior to the AMR malfunction and the degree day data, it was determined that she would only be billed for 470 CCF. The account was subsequently rebilled from 6/23/14 to 2/22/15. The zero usage bills rendered for this period totaling $183.38 were credited back to the account; a corrected amount for the same time period of $605.04 was then billed, leaving a difference due of $421.66. The charge for gas service from 2/23/15 to 4/4/15 (turn-off date) was $147.06. The refund of $148.99 was charged back to the account, bringing the total due on the account to $717.71. As of 2/23/15, the credit balance was $237.11. This amount was applied to the adjusted bill, along with a customer payment of $5.00, leaving a balance due on the account of $475.60. Per her request, a more detailed explanation of the adjusted bill was placed in the mail to her on 8/27/15, along with a spreadsheet depicting the bills rendered on the account both before and after the adjustment. My contact information was also provided with instructions for her to call me if she had further questions on the account. Distribution: ** ** ********* Better Business Bureau, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

8/26/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I called Laclede on June 10th, 2015 and asked for the gas to be shut off for my apartment on June 17th, 2015. The address was **** ******** *** ***** St. Louis, MO XXXXX. I was told it would be shut off. Two months later, I am still paying the bill for the unit. While the unit has used ZERO gas in since June 17th, there is a "minimum charge"; as my bill was on autopay there was no way to block the company from billing me until the charge hit. Additionally, I had no idea the account was indeed not canceled. I called yesterday, August 20th, and was told they would not adjust or credit our account due to their error. Despite me telling them I have phone records as well as proof I have not been in the building, I was told there was nothing they would do.

Desired Settlement: I plan to activate a new account with Laclede with my new apartment- can they credit my account for their mistaken charges? Again, I was told my old unit had been "closed" when in actuality, they did not.

Business Response: Initial Business Response /* (1000, 5, 2015/08/26) */ Laclede Gas Company Community Services Department Better Business Bureau CASD Investigator: Rita McIntosh _________________________________________________________________________ Customer Info: Account ID: XXXXXXXXXX Rate: ***** Complaint ID: XXXXXXX _________________________________________________________________________ Comments / Resolution: Mr. ****** contacted the BBB and stated the following: He called the Company on 6/10/15 and scheduled an order to turn off the gas service to his apartment effective 6/17/15; however, 2 months later, he discovered he is still being billed for service at the address. His bill reflects zero usage has occurred at the address; however, he is being billed the minimum customer charge and his payments have been automatically deducted from this account because he was enrolled in auto pay. On 8/20/15, he contacted the Customer Service Department and was advised there is no record of his turn-off request and that the account could not be adjusted. To resolve his complaint, Mr. **** wants the bill adjusted and wants the bills paid via auto pay refunded to the account. Investigation Details: A review of the records for Mr. ********* account found no record of a turn-off request being received in June 2015; however, he is correct in that there has been no usage at the premise since his alleged move out date. While it is Company policy to hold customer's responsible for service at an address until a turn-off order is completed, as a customer relations gesture, I will honor Mr. ******* request for an allowance of the minimum customer charge and will issue a refund on any payments made after 6/17/15. On 8/25/15, I made an unsuccessful attempt to reach Mr. ***** to advise him of the resolution of his complaint. I left a detailed message explaining that a rebill and/or refund would be issued as requested. I also left my contact information and advised him to call me if he has any other questions or concerns regarding this matter. Distribution: ** ********* Better Business Bureau, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

8/19/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I talked to a man and he told me he removed me from the budget plan so I could call back and make payment arrangements. I made a payment of $100.00 as that was all I had in the bank and all I could afford. I have 3 children in my home starting school Monday and now they can't take showers and we can't cook our food in the oven. They shut our service off and said they will not turn it back on until I pay them $422.00. I do not have this kind of money. Since 3 days ago I now have pain when urinating, unable to shower and be clean I think I have a bladder infection. They don't care. It's unhealthy and treating human beings like an animal unable to take showers or bathe.

Desired Settlement: Service to be turned back on immediately and a rep to discuss payment arrangements as was told. If I have a bladder infection I am going to file a law suit.

Business Response: Customer Info: Account ID: XXXXXXXXXX Complaint ID: XXXXXXX Ms. ***** filed an inquiry with the BBB stating the following: She contacted the Customer Service Department to inquire about her account and a Representative removed her account from budget billing and advised her to call back at a later date to establish payment arrangements. Ms. ******* made a $100.00 payment because that was all she could afford and the Company still disconnected her gas service. She has 3 children that started school on 08/17/15 and they are unable to take warm baths. She believes she has a bladder infection due to her not being able to shower or bathe for 3 days. She has been unable to prepare warm meals for her family. Ms. **** states that the Company does not care about their customer's health and they treat human beings like animals. To resolve her complaint, Ms. ****** is requesting that the Company restore her gas service immediately and wants payment arrangements on her account. She states that if she has a bladder infection she will sue the Company. A review of Company records revealed the following: On 07/27/15, the severance process was started on the account and a disconnection notice was mailed warning that the service would be disconnected unless a payment of $542.67 was received on or before 08/10/15. On 08/03/15, Ms. ***** contacted the Customer Service Department inquiring about her account balance. The Representative advised her that her account balance was $585.97 and she was further past due on her Cold Weather Rule plan $680.12 (reason the budget was canceled). The Representative advised her next bill would be rendered on 08/04/15 and that since her balance would be increasing, she should call back on 08/04/15 to establish other payment arrangements on the account. On 08/04/15, a payment in the amount of $100.00 posted to the account. The same day, a bill was rendered reflecting an accumulated gas account balance of $528.39. On 08/05/15, a 96-Hour notice was mailed warning that the service was still in threat of being disconnected and to avoid the disconnection, a payment of $205.75 must be received on or before 08/10/15. o NOTE: The CWR plan cancelled lowering her amount due; she also made a payment of $100.00 was the reason the disconnection amount due was reduced to $205.75. On 08/12/15, the gas service was disconnected for non-payment. Later on 08/12/15, Ms. ******** fiancé ****** requested to be added to the account as the secondary account holder so that he could obtain information about the account. The Representative advised ****** that a payment of $422.71 was required to restore the gas service. Later on 08/12/15, Ms. ***** contacted the Customer Service Department and stated that she called on 08/03/15 or 08/04/15, and was advised to call back on 08/12/15 for payment arrangements. She was upset that her gas was disconnected and now she is being told to pay $422.71 for reconnection. Ms. **** requested to speak to a Supervisor and a message was taken for a call back. On 08/14/15, Ms. ***** contacted the Customer Service Department and advised the Representative that she has a bladder infection and she was contacting the BBB. The Supervisor made an unsuccessful attempt to reach her to discuss her account and left a message in her voice mail to return the call if she was still in need of assistance. On 08/17/15, Ms. **** spoke with a Supervisor who clarified that the Representative she spoke with on 8/3/15 remarked her account that he advised her to call back on 08/04/15. Ms. **** then stated that she was unable to call on 08/04/15 because she was busy at work. The Supervisor stated that if she would have called on 08/04/15 she would have been told to pay $358.00 and the remaining balance would be due on her next bill. As a customer service gesture, the Supervisor lowered the reconnection amount to $358.00 and since Ms. **** already paid $100.00, she needs an additional $258.00 to have the service restored. o Later on 08/17/15, Ms. ***** paid $258.00 and a same day reconnection order was placed on the Emergency Dispatching Board; the order was completed the same day. Since this matter had already been resolved by a Customer Service Supervisor, I did not contact Ms. ********

8/17/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: will not work with me on paying this bill,i have called and called,they will not set me up on a payment plan.my acct number is XXXXXXXXXX my total bill is 1106.95. I live in st.charles in a home i had budget billing for 75.00 a month at this address,my mother was killed in a head on collision in 2013,in which she took care of the bills my father died in 2014 more or less of the passing of my mother,i took care of my father in his home in 2014 in florissant he has never paid bills amunst anthing else he has had 3 massive heartattacks,the house i live in now my budget billing is 75.00,they took the bill from my parents home and added it on my bill in st.charles,now i have a bill over a 1,000,they said i am a secondary on the acct in which at the time i have no idea waht that meant i thiught it meant that they had permission for me to pay his bill with his debit card as long as he said yes in which he did,now both my parents are deceased now laclede has added there bill in florissant to my bill in st.charles,mo i have called laclede and they will not work with me in a payment plan,they want me to pay my parents bill which is deceased of 1000.00 something dollars plus my budget billing of 75.00 now they are shutting me off on august 10th for this please help.

Desired Settlement: I want to get on a payment plan its not fair that i have to pay there bill in which i never lived in that house i have my own home now they took there bill an added it on to my bill which is now over a 1000,00 dollars and they will not work with me.

Business Response: Initial Business Response /* (1000, 5, 2015/08/17) */ Laclede Gas Company Community Services Department Better Business Bureau CASD Investigator: **** ******** _________________________________________________________________________ Customer Info: Account ID: XXXXXXXXXX Rate: GHRES Complaint ID: XXXXXXX _________________________________________________________________________ Comments / Resolution: Ms. ***** contacted the BBB and stated the following: The Company transferred her deceased parent's bill to her account and will not work with her on an adequate payment plan. She has a home in St. Charles and was on a budget plan of $75.00. Her mother was killed in tragic accident so she took over paying the bills for her father and in order to do so, she was added as a secondary on the account, but she did not understand what this meant; she thought it was just so could obtain information on the account and make payments on behalf of her father. After her father passed away, her parents unpaid bill was added to her account and upon contacting the Company regarding the debt, she was advised that the bill was transferred to her because she was listed as a secondary party on the account. The bill was for approximately $1,000.00 and now her service is in threat of being disconnected on 8/10/15 unless she pays the bill. She also stated that she never lived in the home with her parents because she has her own house. To resolve her complaint, Ms. **** wants an affordable payment plan. Investigation Details: Prior to the receipt of Ms. ******* complaint, her gas service was routed for disconnection and the order was completed on 8/12/15. Ms. ******* complaint was subsequently referred to the Manager of the Credit & Collection Department for investigation of the debt. It was later determined that her parent's bill for $891.44 was the result of an automated system "financial responsible" transfer as she was listed as the secondary financially responsible party on her parent's account, not because of benefit of service. Based on these findings, the debt transfer was reversed. On 8/13/15, I telephoned Ms. ******** and explained the investigation results to her. I apologized for the inconvenience and scheduled an order to restore her service the same day. Ms. **** was also advised that she would not be charged a reconnection fee. I advised Ms. ***** that the balance due on her account after the reversal of the debt is $232.95. I offered to establish long term payment arrangements on the bill or re-establish budget billing on the account to pay off the debt; Ms. ***** opted for budget billing. Ms. ***** was satisfied with the resolution of her complaint and thanked me for my assistance with this matter. Note: Due to numerous leaks and gas odor reports being received, the Emergency Dispatching Board could not accommodate the request for a same day reconnection of the gas service; the order was completed on 8/14/15 at approximately at 12:35 PM. Distribution: ** ********* Better Business Bureau, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

7/22/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: We received our monthly bill on 7/4 (for gas service 6/1 to 6/30) and was charged $671.64. The bill stated that 910.60 therms were used. Our average therms used for the last four years in the month of June is 16.5 therms. On 7/7, I called customer service and they stated I was being back billed for gas that I was not previously charged for. She stated that in March, my meter stopped working properly and I was not charged the correct amount.She was correct. In March it was recorded that we only used 18.61 therms (50.9 being the average), April I was charged for 4.12 therms (29.6 being the average), and May I was paying only the customer charge and not billed for any gas (24.4 therms being the average). She stated that they came out and replaced my meter on June 11th. We were home at the time and never received any phone calls/knock on the door/notification that this was happening. I am not arguing that I owe money for the gas I used during the months that their meter stopped working. My question to the company is where they are getting the amount of 910.60 therms used for 4 months of service. I have analyzed my monthly bills for the last four years and on an average, during those 4 months, the average therms used has been 121.4 therms. On 7/8, a technician came out and performed a "pressure test." He stated that we had an "internal leak" on our water heater. He told us that he turned off our water heater and left paperwork stating that he did so, however, all he did was turn the shut off valve on the water heater. Nothing was sealed or tagged.On 7/9, I hired a heating/cooling/appliance company for $139 to come out and check the water heater. He did a full check of the water heater and found no leaks. I called customer service back and they were going to have a supervisor from the meter dept call me back within 48 hours. We never received a call.On 7/13, I called customer service at 2pm and asked for a supervisor to call me. We never received a call back. It has been over three hours. Product_Or_Service: Natural gas Account_Number: XXXXXXXXXX

Desired Settlement: I would like the company to investigate where they are getting the amount 910.6 therms used in four months. With five years of past bills, I've calculated my average use.March - 50.9April - 29.6May - 24.4June - 16.5Subtract what I was actually charged for:March - 18.61April - 4.12May - 0This equals a difference of 98.68 therms used for the past four months not 910.6 therms. I am willing to pay for 98.68 therms of gas and would like someone to please check our meter.

Business Response: Initial Business Response /* (1000, 5, 2015/07/22) */ Laclede Gas Company Community Services Department Better Business Bureau Received: 07/15/2015 CASD Investigator: ******** ******* Customer Info: Account ID: XXXXXXXXXX Complaint ID: XXXXXXX Rate: GH Residential Comments / Resolution: Ms. ***** filed a high bill complaint with the BBB stating the following: She received her monthly bill on 07/04/15 for gas service from 06/01/15 to 06/30/15 in the amount of $671.74; the bill indicated that 910.60 therms were used. She contacted the Customer Service Department regarding the bill and the Representative advised her that she was being billed for gas she had previously used. The Representative explained that the meter had stopped working in March 2015 so she was not charged for gas from March to June. The Representative also advised her that the Company came out and changed her meter on 06/11/15; but she was home on that date and no one from Laclede Gas called her, knocked on the door, or left any notification. She analyzed her monthly bills for the last four years and on average for the time frame in question she used 121.4 therms. A Laclede Gas technician came out on 07/08/15 and performed a High Bill investigation and found an internal leak on the dryer, and water heater and shut off those appliances. She paid a private contractor $139.00 to investigate the leaks but the contractor was unable to detect any leaks. She contacted the Customer service Department on 07/13/15 and requested to speak to a Supervisor regarding her concerns. The Customer Service Representative took her information and advised her that a Supervisor would call her back but as of the date of her complaint, she had not received a call. To resolve her complaint, Mr. ***** is requesting that the Company explain how she used 910.60 therms in 4 months. Upon receipt of the inquiry I forwarded Ms. ******** concerns to a Meter Reading & Billing Supervisor and a Meter Reading Analyst for investigation and response. The Supervisor from the Meter Reading & Billing Department stated that the (Automated Meter Reader) AMR stopped working properly on 3/12/15 which is what prompted Landis & Gyr, the Company that maintains the AMR modules, to visit on 06/10/15. Landis & Gyr repaired the AMR and corrected the reading to match the meter reading, which advanced the AMR reading by 875 CCF. When Meter Reading & Billing Department issued the corrected bill, Ms. ***** was erroneously billed all the usage in 1 month; however, the usage should have been billed over a one year period from the date of discovery. The Meter Reading & Billing Analyst stated that his investigation found that the account appeared to have been equipped with an AMR module that registered use slower than the actual meter index for the past few years. He stated that usage per the AMR read registered consistently slow until March 2015 when it stopped registering the usage altogether. Both the Supervisor and Analyst agreed that a substantial bill allowance should be made since majority of the usage was accumulated over a period of time that was greater than one year. o NOTE: On 07/16/15, the Meter Reading & Billing Supervisor adjusted the bill to only charge Ms. ***** from 03/01/15 to 06/30/15 since the AMR readings completely stopped during that time frame. The bill was reduced from $671.64 to $147.14. On 07/16/15, I spoke to Ms. ****** and advised that her concerns were forwarded to the Meter Reading & Billing Department for review and it was determined that the AMR device had been running slow for a few years, not just from 06/01/15 to 06/30/15. I further explained that the problem with the AMR was discovered when the AMR stopped registering usage in March 2015. I explained that since the problem was for a period greater than 1 year, as a customer service gesture, the Meter Reading and Billing Supervisor adjusted the bill and reduced the charges from $671.64 to $147.14. I apologized for her inconvenience and offered Ms. ***** payment arrangements on the balance of the bill but she declined. I advised her that the adjusted bill was rendered on 07/16/15 and advised her to contact me after she receives the bill should she have any additional concerns when she receives the bill. Ms. ***** was pleased with the adjustment and thanked me for explaining the account in detail. Distribution: ** ** ********* Better Business Bureau, File

7/14/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I have budget billing with this business and the payment is supposed to be $130.00 per month. When I get the bill I pay the $130.00. I received a bill yesterday and it says the previous balance is over $498.00. I called the company and asked to speak to a manager although I am not sure if I was actually speaking with a manager. They also changed my due date which is resulting in late payment. I don't understand why the balance is so high and the figures the manager had did not seem to be the same as on my bills. It is summer now and we have not used the furnace since March so the balance should be going down.

Desired Settlement: I would like Laclede to explain to me my billing for the last six months and how/why did the bill get so high? I would like them to correct any billing errors.

Business Response: Initial Business Response /* (1000, 5, 2015/07/14) */ Comments / Resolution: Ms. ****** filed an inquiry with the BBB citing numerous billing concerns. She stated that she is on a monthly budget of $130.00 and although she pays $130.00 each month, she recently received a bill reflecting an account balance of $498.00. Ms. ***** also stated that the Company changed her due date for her payments which has resulted in her payments being late. She stated that she contacted the Company and requested to speak to a Manager regarding her concerns and spoke to someone who stated they were the Manager but she is not sure. Ms. **** stated that the Manager advised her that her actual account balance was $498.00 but should be going down since it is summer and she is using less gas. Ms. ***** is requesting that the BBB investigate her concerns. To resolve her complaint Ms. ****** is requesting an explanation of her account balance. My investigation of Ms. ******* complaint revealed the following: On 12/05/13, Mr. ********* gas account was placed on budget billing in the amount of $88.00 pending periodic reviews. Effective with her 12/26/14 bill, her budget increased from $88.00 a month to $130.00. o NOTE: Budget billing is an "optional" payment program and is reviewed periodically to avoid significant overpayment or underpayment. The amount of the Budget Billing Plan is primarily affected by three factors: 1) the balance from the previous budget bill period; 2) wholesale gas prices; and 3) usage. During the past 12 months the average gas bill per month has been $87.27. The account balance at the time of the periodic review was $417.58. The increase is based on the previous 12 months of bills divided by 12 ($87.27) plus a 5% increase. Between 01/28/15 - 6/30/15, six inquiries were made by Ms. ****** to the Customer Service Department questioning her account balance and the budget increase. The Customer Service Representatives (CSRs) and Supervisors who she spoke with each explained her account balance and budget billing to her in detail. Ms. **** was also advised by one of the CSRs that with her account balance being $417.58, a budget of $88.00 was too low to keep up with her future gas usage and also pay off her gas arrears, thus her budget amount had to be increased to $130.00. On 07/02/15, I spoke to Ms. ***** regarding her BBB inquiry and explained the above information to her. I explained that budget plans are adjusted periodically so that customers do not have a large account balance at the end of the plan. I reiterated that although she was making monthly payments, her usage during the winter months was doubled the amount she was paying. Ms. ***** appeared to understand my explanation and thanked me for contacting her.

7/14/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I (****** *****) was contacted by the credit agency again on June 21, 2015 in reference to 107.80 bill that was not accumulated by the residence. The credit agency requested that I pay 53.18, of the 107.80. A bill was also sent to the residence with a due by date of 06/26/15 & a delinquent after date of 07/08/2015. If the bill that we didn't accumulate is already at the credit agency how in the world is it possible that the Laclede Gas company sends a bill that is not even due yet. At this point the harassment continues to happen. The Laclede gas company was called on 06/26/2015 in reference to the complaint. We didn't get a call back like they said they were going to which is very unacceptable by all means. They need to explain when this bill was accumulated, how many BTU's were used and what months it were used in. I promise you, we used zero BTU's because we don't use the furnace, at all. Zero percent of the time spent in this 1 bedroom apartment the furnace has never been used. The Laclede Gas company continues to duck & dodge our attempts to ask the right questions. The harassment needs to go away.

Desired Settlement: The bill needs to go away. They never explain how many BTU's are being used because the meter doesn't get used and reads zeros all the time. They sent a technician out here to change the meter thinking that it was tampered with or broken and it was neither. The harassment needs to stop. The collection agency calling before the bill come that is not even due yet is the most unheard of thing in the history of paying a bill. The Laclede Gas company is not right & the harassment needs to stop.

Business Response: Initial Business Response /* (1000, 7, 2015/07/14) */ Ms. ***** contacted the BBB with the following concerns: She was contacted by a Collection Agency on 06/21/15 requesting payment of a debt in the amount of $53.18. She feels the bill should not have been sent to a Collection Agency since the payment was not due until 06/26/15; the delinquent was 07/08/15. She believes that the Company is harassing her for not using gas. To resolve the complaint, Ms. ****** wants the charges of $53.18 waived. Comments / Resolution: Company records revealed that on 06/15/15, Ms. ***** filed an inquiry with the Missouri Public Service Commission regarding the same matter. Upon completion of my investigation, I contacted Ms. **** on 06/15/15 and left a detailed message for Ms. **** explaining that upon receipt of her inquiry, her concerns were forwarded to a Supervisor in the Meter Reading & Billing Department to investigate and/or correct her bills based on his investigation of her zero usage. The Supervisor reported that her account is listed that it heats with gas so the system estimated the billing during the winter months since the readings reflected zero usage. The Supervisor stated that a technician went to the premise on 04/08/15 and found that the only gas appliance was the furnace and he confirmed that Ms. ***** was not using the furnace so she closed her account on 04/08/15. Although Ms. ***** was not using gas, customers that have active gas accounts are billed the monthly customer charge of $19.50 plus tax each month. The Meter Reading & Billing Supervisor corrected the bill, and her final amount was reduced from $528.63 to $53.18; the last payment that posted on 02/27/15 was for service through 01/26/15; the $53.18 is for service from 01/26/15 to 04/08/15 (monthly customer charge). I left my direct number of XXX-XXX-XXXX and requested that she call me if she has additional questions or concerns. On 06/29/15, Ms. ********* spoke to a Customer Service Supervisor disputing the $53.18. She advised the Supervisor that she received the bill for $53.18 and the bill stated it was due on 06/26/15 and delinquent 07/08/15; however, a collection agency had contacted her regarding the $53.18. The Supervisor advised her that her account was sent to a collection agency in error and he assured her that he would have the account pulled from the collection agency immediately. He also agreed to waive the $53.18 since it was for monthly customer charges, taxes and no gas was actually used. On 07/01/15, the Supervisor left Ms. ***** a detailed message apologizing for the inconvenience he advised her that the Manager of the Credit & Collection Department had pulled the account from the collection agency and advised the agency that the account was placed in error. The Customer Service Supervisor reversed the $53.18; reflecting a zero balance on her account. The Supervisor advised Ms. ***** to call him directly if she has additional questions or concerns. Ms. ****** will also receive an e-mail and/or letter confirming that the charges on her account were reversed and the account was pulled from the Collection Agency. Since this matter had already been resolved by a Customer Service Supervisor, and Ms. ******** account reflects a zero balance the CASD did not contact her again. In accordance with the Better Business Bureau request, information that personally identifies the customer is not included on this report. Distribution: ** ** ********* Better Business Bureau, File

7/8/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Laclede turned over a service work bill to a collection agency that was paid prior to the date on the bill. I've confirmed with three different people in Laclede's billing department that the bill has been paid and that I owe nothing. The third person I spoke with said that paperwork had been sent to the collection agency to cancel almost a week ago, and yet I continue to get calls from their collection agency. The bill was paid 27 days ago.

Desired Settlement: I would like for Laclede to confirm with the collection agency that they made an error and the amount in question was paid on time. If any reporting was made to any of the credit reporting agencies, I'd like that corrected.

Business Response: Initial Business Response /* (1000, 5, 2015/07/06) */ Laclede Gas Company Community Services Department Better Business Bureau CASD Investigator: **** ******** _________________________________________________________________________ Customer Info: Account ID: XXXXXXXXXX Rate: GHRES Complaint ID: XXXXXXX Comments/Resolution: Mr. P_____ contacted the BBB and stated that the Company submitted his bill for service work to a collection agency even though he made his payment prior to the delinquent date of the bill. He stated that he contacted the Company regarding this matter and three different employees have told him that the paperwork requesting cancellation of the bill placement was sent to the collection agency over a week ago; however, he is still receiving calls from the agency. Mr. P____ states that the bill was paid 27 days ago. To resolve his complaint, Mr. P_____ wants the Company to advise the collection agency that the debt was placed in error and the amount in question was paid on time. Mr. P____ also wants assurance that his credit is not negatively affected with the reporting agencies. Upon receipt of Mr. P____'s complaint, I confirmed with the Credit & Collection Department that the collection agency has been notified to cease contact because the debt has been paid in full. The Collection Department Manager also stated that Mr. P___'s credit rating will not be affected because the collection agencies do not report bills to credit bureaus until 60 days after placement of the debt. On 7/1/15, I contacted Mr. P_____ and left him a voice mail message confirming that the collection agency has been notified that the debt was paid in full. I left my contact number for him to return my call if he has any further questions or if he wants to discuss this matter further. As of 7/6/15, Mr. P____ has not returned my call. Account Details: A review of the records for Mr. P____'s account confirmed that on 4/21/15, a technician was routed to perform service work at his premise and the cost for the repairs was $250.00. On 5/12/15, a bill was rendered for gas service in the amount of $241.17, plus the $250.00 service fee; total due was $491.17. The due date for the payment was 5/22/15; the delinquent date was 6/3/15. On 6/2/15, Mr. P____ submitted the payment in full on-line via "Check Free"; however, he submitted it under a different account number instead of where the debt was incurred. The payment was posted to account #XXXXXXXXXX instead of account number #XXXXXXXXXX. o Note: The misapplied payment, which was the result of Mr. P_____ entering the wrong account number, went undetected, thus the Company proceeded with referring the bill to a collection agency. On 6/3/15, a final notice was mailed advising that the bill for the service work would be referred to the collection agency unless the payment was received within 10 days of the notice. On 6/4/15, Ms. O____, who stated that she is Mr. P____'s wife, contacted the Customer Service Department regarding both accounts; the payment was subsequently transferred to the correct account. In the interim, Mr. P___ contacted the Customer Service Department and a CSR acknowledged both the accounts had a zero balance. On 6/19/15, Mr. P___ contacted the Customer Service Department and stated that he was still being contacted by the collection agency. A request was issued to the Credit & Collection Department to confirm that the account was no longer with the agency. On 6/23/15, the Collection Department Manager followed up with the agency and confirmed that the account was paid in full; however, it appears Mr. P____ was contacted again by the agency before this e-mail was received. Distribution: ** ********* Better Business Bureau, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

6/26/2015 Billing/Collection Issues
6/22/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My husband and I were tenants at **** ******* St. in St. Louis City from August '13 to May '15. When we first took residence, we called Laclede Gas to put the utility services in our name. At the time, we also provided our phone number, social security number and email address. For 22 months, we never received a gas bill. We assumed that A) the old building was running on all electric services or B) the homeowner or property management company was paying for gas on our behalf. Laclede Gas never made any observable attempt to reach us by mail, phone, email or by coming to our home. They never disconnected service, even beyond the delinquency dates. Upon moving to our new home in Webster Groves last week, they notified us of a bill for 22 months of unpaid gas services, totaling $2,363.22 due 6/12/15. I told them that we had NEVER received any bill, for any month during our entire tenancy, and they said that we should've called and asked about it. At this point, my husband and I have just purchased a house, and the $2,363.22 represents a financial hardship for us, no matter whether it is paid as a lump sum, or spread across a payment plan. We argue that Laclede Gas should have 1) billed us appropriately, on time 2) attempted to notify us that our account had been unpaid after 60 or 90 days and/or 3) disconnected our service. If either of these things had happened, this situation would not be occurring. They failed on all 3 fronts and are continuing to fail in accepting blame for the situation or work with us on their lapse. I most recently received a voicemail from Tara at Laclede Gas, in which she states, "Unfortunately, we are not able to set up any arrangements on unbilled gas usage. We would need that to just be paid in full..." I would like this situation to be investigated and for it to be resolved. We are happy and willing to pay for the initial 3 months of service (August '13 to October '13), which is the maximum amount of time it should have taken them to notify us that our account was delinquent, and for services to be disconnected. Account_Number: XXXXXXXXXX

Desired Settlement: We would like them to waive the outstanding balance of $2,363.22, except for the actual gas costs resulting from service from August 2013 through October 2013.

Business Response: Initial Business Response /* (1000, 5, 2015/06/22) */ Customer Info: Account ID: XXXXXXXXXX Rate: GHRES Complaint ID: XXXXXXX Comments / Resolution: Ms. ******* filed an inquiry with the BBB stating that she and her husband were tenants at **** ***** St. from August 2013 to May 2015. When they took possession of the property they called Laclede Gas to put the utility services in their name. They provided the Representative with their phone number, social security number and e-mail address. Ms. ***** stated that they resided there for 22 months and never received a gas bill so they assumed that the building was running on all electric services or the homeowner/ property management company was paying for the gas on their behalf. Laclede Gas never made any observable attempt to reach them by mail, phone, and e-mail or by coming to our home. The gas service was never disconnected for non-payment. When they moved to their new home and called the Company to start service the Representative advised her then that she had a gas bill in the amount of $2,363.22 due 06/12/15. Ms. ****** advised the Representative that they never received a bill; the Representative asked her why she didn't call to inquire about the billing. Ms. ****** states that they just purchased a new home, and $2,363.22 is a financial hardship whether it is paid as a lump sum, or spread across a payment plan. Ms. ****** received a voice message from T____ (a Supervisor) explaining that the Company does not set up any arrangements on unbilled gas usage. Ms. ****** is requesting that the BBB investigate this matter. To resolve her complaint Ms. ****** is requesting that the $2,363.22 be waived or they only be required to pay for 3 months of service (August 2013 to October 2013), which is the maximum amount of time it should have taken Laclede Gas them to notify them that our account was delinquent, and for services to be disconnected. Account Details: On 07/23/13, the previous tenant of **** ***** contacted the Customer Service Department to schedule a turn off order for 07/31/13. On 07/31/13, a Laclede Gas technician arrived to stop the service and was unable to gain access; he left a tag on the door (closed & tagged) requesting access to the meter. On 08/09/13, the owner called regarding the tag left on the door that was requesting access. The Representative advised the owner that it is possible that the meter was in the neighbor's basement was the reason the tag was left. o NOTE: There was no other activity on the account again until 02/14/15 because the Company converted to a new system (CC&B) in 07/2013. The Company had a problem with the closed & tagged procedure that was not completely developed until 01/2015 which is why the account was not recognized until 02/14/15. On 02/14/15, the account in question appeared on the closed & tagged report due to the technician not gaining access to lock the meter in 2013. The Representative referred the account to the Diversion Department for investigation. On 05/19/15, Ms. ***** contacted the Customer Service Department and requested gas service be placed in her name at *** ***** effective 05/27/15, the Representative asked Ms. ***** if she currently had gas service and Ms. ***** advised her that she did no but the property she was moving from ***** ****** did. The Representative requested her social security number and was unable to locate any previous accounts with the Company so service was placed in her name at *** ****** On 06/01/15, a female (new tenant) called the Customer Service Department requesting gas service at **** ****** The Representative entered the address and found that the service was on but no one had been billed since 2013. The Representative advised the new tenant that the Company needed to verify occupancy before service could be placed in her name due to the Representatives findings. The female advised the Representative that she would have her landlord call to verify that her move in date was not until 06/01/15. Later on 06/01/15, the owner of **** ***** contacted the Customer Service Department and advised the Representative that the new tenant's lease started on 06/01/15 and prior to their lease ***** and ***** ***** resided at **** ****** from 08/10/13 to 05/31/15 and is responsible for the unauthorized usage. The owner e-mailed a copy of the lease as proof. This information was forwarded to the Diversion Department for investigation. On 06/02/15, the Diversion Department sent a request to have the Meter Reading & Billing Department bill the ********* for the diversion charges. On 06/02/15, a diversion bill in the amount of $2,363.22 was rendered. On 06/04/15, Ms. ***** contacted the Customer Service Department inquiring about the diversion charges. The Representative explained that the charges were from 08/10/13 to 05/31/15 for service at **** ***** and would need to be paid. Later on 06/04/15, Ms. ****** contacted the Customer Service Department requesting to settle the debt for a lesser amount. The Representative advised her that she was unable to offer a lesser amount due to the charges being for unauthorized usage. Ms. ***** requested to speak to a Supervisor. The Representative advised her that a Supervisor would return her call. On 06/04/15, a Customer Service Supervisor stated that she left a voice message reiterating that the Company does not make arrangements on diversion charges. On 06/08/15, Ms. ***** filed a complaint with the BBB. Investigation Details: Another utility states that service at **** ***** had been in the name of ***** ***** name from 08/15/13 to 05/27/15. Accurint trace places ***** & ***** ***** at **** ***** from 2013 to 2015. Driver's License search shows ***** ******** address at **** ****** Driver's License search shows **** ********'s address at **** ****** On 06/19/15, I spoke to Ms. ***** and apologized for the inconvenience. I explained the above findings to her in detail and explained that procedurally we do not offer arrangements on unauthorized usage but as a customer service gesture I was willing to make long term arrangements. Ms. ***** declined and stated that she would like the charges waived. I advised her that the charges are not estimated and is for gas that they used from 2013 to 2015. She stated that if she would have known she was going to be charged for the gas she would have been more conservative and the balance would not be so high. I again apologized and advised her that there is no record that she contacted the Company to request gas service be placed in her name. I also advised her that a Customer Service Representative would not have requested all of their personal information if the premise was all electric; all electric addresses are not part of Company records. There was a notice left on the door requesting access to the meter to stop service and no one called at that time to request service remain on or be transferred into their name. The lease states that the tenants are responsible for the utilities. Ms. ***** declined any arrangements and I advised her that I would advise the BBB of the offer that was made.

6/18/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am submitting this information to your finance department due to the overwhelming fact that ****** ***** & Spouse live in an all electric 1 bedroom apartment ***** ******* St **** A) with the exception of the furnace, which has never been used the entire time of being at this residence. The only time the furnace was turned on is when the Laclede Gas Technician came out to change the meter that Laclede Gas said was not working right, when in fact it was working, & to quote the technician "Nothing is wrong with the meter besides it' not being used by the residents." We have three different floor heaters all electric that we use in the winter time in our 1 bedroom apartment . On 03/31/2015 a statement was sent to our residence in regards to a December - January usage of 147.87. Also in this statement is a customer charge of $23.78 for the months of 02/25/2015-03/26/2015. If we never used any gas throughout the holiday season how did we accumulate any bill per month? The bill states the residence used 160 Therms just in January 2015, but nothing in any of the months before dating back to March 2014 & beyond. On every single statement the Laclede Gas Company sends to this residence, there are no charts for usage, just a bill. After canceling the service we received a final collection notice of $528.63, but a technician has yet to come out and turn the meter off. The Laclede Gas Company cannot explain where $528.63 is coming from or if it includes the $171.65 from the false statements sent to the residence as previously mentioned.On The Ameren Statement(s) all of the usage and charts are present & accurate which are enclosed. If we didnt notice that The Laclede Gas Company was sending false statements and just paid the bill I would be highly disappointed even more than I am now.

Desired Settlement: $528.63 REMOVED from the account due to the fact that Laclede Gas received all the information needed to prove that the gas is not being used & when I talked on the phone to the customer service rep. he stated that a female manager noted on the account that the charges were in fact wrong and needed to be corrected, but had not been done so far. Now the collection agency is calling about an outstanding bill that we didn't accumulate.

Business Response: Initial Business Response /* (1000, 5, 2015/06/18) */ Customer Info: Account ID: XXXXXXXXXX Rate: GH Residential Complaint ID: XXXXXXX Inquiry / Complaint: Ms. ***** contacted the BBB with the following concerns: Laclede Gas changed the meter due to zero usage. She previously advised the Company that she was not using gas and the technician confirmed when he changed the meter that the zero usage was because she was not using gas. Ms. ******** only gas appliance is a furnace, she lives in a 1 bedroom apartment and uses space heaters; this is the reason for no usage. She closed her Laclede Gas account and received an estimated catch-up bill in the amount of $528.63 for gas she did not use. Ms. ***** is questioning why the charges are on her bill when the Company is aware she does not use gas. In the past she submitted proof from Ameren to prove she was not heating with gas and that she was using electric heaters during the winter months. To resolve the complaint, Ms. ****** wants the charges of $528.63 removed. Comments / Resolution: On 06/16/15, I left a detailed message for Ms. ***** I apologized for her inconvenience and explained that upon receipt of her inquiry I forwarded her concerns to a Supervisor in the Meter Reading & Billing Department to have her bill corrected based off of zero usage. I advised Ms. ****** that since her account is listed that it heats with gas, the system estimated the billing during the winter months since the readings reflected zero usage. Ms. ***** closed her account on 04/08/15; customers that have active gas accounts but do not use any gas in a billing cycle are still charged the monthly customer charge of $19.50 plus tax. The Supervisor corrected the bill, and her final amount due was lowered from $528.63 to $53.18; the last payment that posted on 02/27/15 was for service through 01/26/15; the $53.18 is for service from 01/26/15 to 04/08/15. I left my direct number of XXX-XXX-XXXX and requested that she call me if she has additional questions or concerns. In accordance with the Better Business Bureau request, information that personally identifies the customer is not included on this report.

6/17/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: To Whom It May Concern: The gas company is asking me to pay $1,131.53 for the period of service from August 18, 2010 through July 19, 2012 and unto the present period. This period arises because a probate issue existed that exacerbated the problem to its present length. I was never the executor of the estate and thus responsible for payment for my mother's consumer usage to her apartment, and for the basement portion of the building. (The latter portion should have been a relatively minor amount). Without prorating the account to subtract the difference between the two consumer accounts, the gas company continued billing service to the apartment as if my mother had never died. Then on December 18, 2011, the gas company discontinued service to the unit, and transferred $749.50 corresponding with the unit account to the basement account and continued billing service to the basement account. The basement portion of the building functioned as a storage facility for the tenants and access to a washer and dryer specifically for their use. If billing is based on meter readings, I believe the gas company made a mistake and read the wrong meter when assessing billing to these account. If, the gas company estimated service usage to the accounts, the service usage amounts assessed to the accounts are too high. Therefore I'm asking the following: 1. That the gas company remove my name from my mother's account and prorate service so it isolated service usage for the new account, to begin the day after my mother's death, in other words from February 18, 2011 to July 19, 2012. 2. That the gas company isolate, and separate the apartment 1E and basement accounts, subtracting $749.50, associated with the unit, from the combined accounts. And provide meter readings to substantiate billing on separate accounts. 3. That responsibility for payment for the basement portion of the account, and that associated with the unit for the period from August 8, 2010 to February 17, 2011 be given to the executor of ***** ** ********* estate, or ****** *********** who are one and the same. 4. That I be given a separate account number in my name and not be held responsible for service usage for ***** ** ******* or the basement account. I was never the executor of the estate, and did not have the power to rectify the problem in the manner warranted at the time. I never had access to my mother's monies, nor did I receive money associated with my inheritance following my mother's death. If I had, both accounts would have been paid in a timely manner. I became homeless and only recently began putting my life back together in a home of my own. My options were limited because of this debt. I'm seeking your assistance in eliminating this debt which would prohibit my having housing in a home that would require natural gas. Any and all assistance in this matter will be greatly appreciated. I am enclosing a statement of bills and payments from the gas company that fails to reflect the true activity associated with the account. I have provided a spreadsheet, I feel will assist you in better understanding the situation.

Desired Settlement: Therefore I'm asking the following: 1. That the gas company remove my name from my mother's account and prorate service so it isolated service usage for the new account, to begin the day after my mother's death, in other words from February 18, 2011 to July 19, 2012. 2. That the gas company isolate, and separate the apartment 1E and basement accounts, subtracting $749.50, associated with the unit, from the combined accounts. And provide meter readings to substantiate billing on separate accounts. 3. That responsibility for payment for the basement portion of the account, and that associated with the unit for the period from August 8, 2010 to February 17, 2011 be given to the executor of ***** ** ********* estate, or ****** *********** who are one and the same. 4. That I be given a separate account number in my name and not be held responsible for service usage for ***** M. ******* or the basement account.

Business Response: Initial Business Response /* (1000, 5, 2015/06/17) */ Customer Info: Account ID: XXXXXXXXXX Rate: GH Residential Complaint ID: XXXXXXX Comments / Resolution: Ms. ****** filed a complaint with the BBB requesting that the gas company remove her name from her mother's account and provide her with a separate account number. Ms. ***** feels that she should only be held responsible for usage from the date of her mother's death, February 18, 2011, to July 19, 2012 when she ended the service. The account balance is $1,131.53 and she is requesting that $749.50 be deducted and forwarded to the Executor of the ***** ******** estate, or ***** ****** who are one and the same. To resolve her complaint, Ms. ****** wants her mother's bill removed from her account. On 6/16/15, I contacted Ms. ***** regarding her concerns to the BBB. I advised Ms. **** that I investigated the debt in the amount of $1,131.53 and found her responsible for the reasons below. I advised Ms. ***** that if she feels someone used her name and wants to further dispute the charges, she could submit an identity theft packet for further investigation. I advised her that per her request, both accounts (basement and Apt. 1E) were placed in her name effective 02/17/11 and both accounts closed 07/06/12. Account Details: 6424 C 1E: On 03/03/11, Ms. ***** contacted the Customer Service Department and advised the Representative that the account holder ****** ****** had passed away on 02/17/11 and while there was no power of attorney, she was the custodian of the estate. She advised the Representative that she would provide the Company with a copy of the death certificate and she assumed responsibility of the account. The account balance at that time was $215.58. From the period of 03/23/11 through 11/18/11, zero payments were received on the account resulting in an accumulated gas account balance due of $858.74. On 11/30/11, Ms. ****** closed the gas account. On 12/01/11, the paid deposit amount of $126.66 was credited back to the account. On 12/01/11, a final bill was rendered in the amount of $17.42, increasing the total due on the account to $749.50. On 01/13/12, the bill of $749.50 was transferred to the active basement account. On 01/28/12, Ms. ***** received a pledge payment in the amount of $296.00 and the service was restored to **** ****** *** The pledge payment also resulted in a credit balance on the account because the debt of $749.50 had previously transferred to the basement account. On 02/22/12, a bill was rendered reflecting a credit balance of ($201.38), after the current gas charges of $32.62 and the $62.00 reconnection fee was deducted from the previous credit. Future bills rendered on the account totaling $157.56 were deducted from the remaining credit from 3/22/12 through 6/21/12, reducing the credit balance to ($43.82). On 07/06/12, Ms. ***** closed the account. On 07/09/12, a final bill was rendered reflecting a credit amount of ($43.82). 6424 C Basement: On 03/03/11, Ms. ***** contacted the Customer Service Department and advised the Representative that the account holder ****** ***** passed away on 02/17/11 and while there was no power of attorney, she was the custodian of the estate. She advised the Representative that she would provide the Company with a copy of the death certificate and assumed responsibility of the account. The Representative advised her that the account balance was $29.03. From 03/23/11 through 9/21/11, zero payments were received on the account and the balance accumulated to $210.18. On 10/12/11, a payment in the amount of $105.59 posted. On 10/19/11, a bill was rendered reflecting an account balance of $127.60 which included current charges of $23.01. On 10/30/11, Ms. **** contacted the Customer Service Department inquiring about the accounts. She stated that on 03/03/11, the Company should have started a new account for her. The Representative advised her that she assumed responsibility of the bills when she requested service in her name. NOTE: The basement account balance was $29.03 at the time she took over that account. On 11/14/11, a payment in the amount of $58.19 posted. On 11/18/11, a bill was rendered reflecting an account balance of $96.24 which included current charges of $26.83. On 12/20/11, a bill was rendered reflecting an account balance of $195.20. The payment of $58.19 was returned. On 01/13/12, the final bill amount of $749.50 transferred, increasing the account balance to $944.70. From the period of 01/23/12 through 6/22/12, due to zero payments being received, the account balance accumulated to $1,162.70. On 07/06/12, Ms. ***** closed the account. On 07/09/12, a final bill was rendered reflecting an account balance of $1,175.35. On 08/15/12, the credit of ($43.82) transferred from **** ****** ** to this account, leaving an amount due of $1,131.53. On 08/27/12, a detailed letter was mailed to Ms. ****** explaining her account balance. On 08/29/12, Ms. ***** contacted the Customer Service Department inquiring about the account balance. The Representative advised her that the $749.50 was not paid so it was transferred to her active basement account. o NOTE: From 2012 to current, Ms. ***** has received detailed explanations and letters regarding her account balance and continuously contacts the Company requesting the same information.

6/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Despite keeping my heat as low as possible and paying what I could every month, I have a large end of winter bill. I received a disconnect notice and paid the minimum disconnect amount $216, before I even received a second bill I received another disconnect notice, with an even greater amount to pay. I called, as the first bullet point on the disconnect notice stated, "to determine if payment arrangements can be made" as I am "unable to pay the balance due." The first woman I spoke to only repeated the disconnect amount due, but was at least kind about it. I asked to speak to a supervisor, when the supervisor called he told me my option was to pay or be disconnected. He was unpleasant, unhelpful and when I attempted to get his information he ended the call. I have not had similar issues with other utilities. 2 disconnect notices (when payments are being made) in less than a month demanding $450, with no other options? No "payment plans" as the notice suggests? Only threats? I want to pay my bill, its embarassing to not have the resources available on laclede's time frame. There is a monopoly on this service and laclede has taken full advantage.

Desired Settlement: A payment plan, not threats.

Business Response: Initial Business Response /* (1000, 5, 2015/06/10) */ Customer Info: Account ID: XXXXXXXXXX Rate: ***** Complaint ID: XXXXXXX Comments / Resolution: Ms. ****** contacted the Better Business Bureau stating that she received a disconnection notice and paid the requested amount of $216.00; before the next bill rendered she received another disconnection notice requesting an additional $450.00. Ms. ***** stated that despite her keeping her heat low and paying what she can on her account each month, she had a large balance at the end of the winter. After receiving the second disconnection notice Ms. ***** contacted the Company to make payment arrangements as the bill states she should do but the Customer Service Representative and a Supervisor who was not pleasant advised her to pay or be disconnected. She also alleges that she asked the Supervisor for his information and he ended the call. To resolve her complaint Ms. ****** is requesting that the Company make arrangements on her balance and stop the threat of disconnection. A review of Company records revealed the following: On 04/20/15, a disconnection notice was mailed to Ms. ***** advising her to pay a minimum of $215.51 on or before 05/04/15 to avoid disconnection of gas service. On 04/21/15, a payment of $100.00 posted to the account. On 04/27/15, a bill was rendered reflecting an account balance of $409.32; the bill advised Ms. ***** that her gas service was scheduled to be shut off for non-payment. The system will automatically generate a disconnection notice if the account balance is past due 30 days for $250.00 or 60 days past due with a balance of $100.00 or more. On 04/29/15, a final disconnection notice was mailed to Ms. ******* requesting she pay the remaining $115.51 on or before 05/04/15 to avoid disconnection of gas service On 05/04/15, a payment of $116.00 posted. o NOTE: There is no record that Ms. ***** contacted the Customer Service Department requesting payment arrangements. On 05/26/15, a bill was rendered reflecting an account balance of $326.45; the bill advised Ms. **** that her account was scheduled to be shut off for non-payment. On 06/01/15, Ms. ****** contacted the Customer Service Department inquiring about her account. The Representative advised her that her account balance was $326.45 and the past due of $237.12 was needed on or before 06/02/15 to avoid disconnection of her gas service. Ms. ******* requested a supervisor. On 06/01/15 at 3:29 PM, a Supervisor called Ms. ***** and explained that disconnection notices can be sent every 30 days when we are out of the heating season. Ms. ****** requested an extension and the Supervisor advised her that when accounts are in threat of disconnection extensions are not granted. The Supervisor reiterated to Ms. ***** that payment was needed by 06/02/15; Ms. **** was upset and disconnected the call. On 06/01/15, a payment in the amount of $237.12 posted to the account reducing the balance to $89.33. On 06/01/15 at 4:45 PM, Ms. ***** sent in an e-mail to the Customer Service Department regarding her concerns. She also stated that the Customer Service Supervisor was not helpful and was hostile. Ms. ***** stated that she filed a complaint with the BBB. o NOTE: The Supervisor stated that Ms. ***** did not request arrangements, she needed an extension. He stated that her concern was not about the amount due but the date it was due. The Supervisor stated that the only arrangement that was available was for Ms. ***** to pay 60% of her account balance ($196.00) and the remaining 40% would be due on the next bill. On 06/02/15 at 3:41 PM, Ms. ***** contacted the Customer Service Department upset that she was in threat of disconnection and requested an extension. The Representative advised her that without payment by 06/02/15 her service could be interrupted. Ms. **** was upset with the Company's business procedures and the Representative explained that the Company provides a service and the service is to be paid for in a timely manner to avoid interruption of the service. On 06/02/15, the Supervisor that Ms. **** spoke with on 06/01/15 responded to her e-mail and apologized. He explained that the Company does not want to disconnect the service, however, if the past due balance is greater than 60 days, the service could be interrupted. He explained that currently her account was no longer in threat of disconnection. On 06/02/15, Ms. ****** filed an inquiry with the BBB. On 06/08/15, I left a detailed message for Ms. ***** I apologized for her inconvenience and explained the process of disconnection notices. I confirmed that her account is currently not in threat of disconnection and left my direct number XXX-XXX-XXXX and advised her to call me if she has additional questions or concerns. Initial Consumer Rebuttal /* (1500, 6, 2015/06/10) */

6/4/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Laclede Gas Company has forced me to pay them money for bills I don't owe like the statement saying I owe $411.27 that is not true, a couple of months ago my gas was turned off and I applied to NACCA to help but was denyed I am forced by Laclede to pay high bill when I only have the furnace pilot on like this bill for $411.27 I have

Desired Settlement: Proof that the balance Laclede claim I owe is false I was Laclede Gas to reimburse me for over charging me & for turning off my gas service and refused to let me make a payment plan. I believe a company using decept is like stealing.

Business Response: Initial Business Response /* (1000, 5, 2015/06/03) */ Laclede Gas Company Community Services Department Better Business Bureau Received: 05/22/2015 CASD Investigator: ******** ******* Customer Info: Account ID Complaint ID: XXXXXXX Rate: GH Residential Comments / Resolution: Ms. ***** filed an inquiry with the BBB stating the following: Laclede gas has forced her to pay bills she did not owe. Her gas service was disconnected a few months ago for non-payment. She applied for energy assistance and was denied assistance. She has a balance due of $411.27 but her only gas appliance is a furnace. To resolve her complaint Ms. ***** is requesting that the Company reimburse her for any overpayments she has made and for disconnecting her gas service. A review of Company records revealed the following: On 03/09/15, Ms. ********* gas service was disconnected; her account balance was $357.42. On 03/09/15, Ms. ***** contacted the Customer Service Department upset that her gas service was disconnected. The Representative advised her that under the Cold Weather Rule she was able to pay $152.00 to restore her gas service. The Representative stated that Ms. ***** began using profanity and stated that she was contacting the Better Business Bureau and the Attorney General's Office. On 03/10/15, Ms. **** made the payment of $152.00 leaving a balance of $205.42; the reconnection order was scheduled for 03/11/15. On 03/11/15, the gas service was restored (the furnace is the only gas appliance). On 03/11/15, a bill was rendered reflecting an account balance of $397.94 (past due $205.42 + current charges of $192.52 from 02/10/15 to 03/09/15). On 04/10/15, a payment posted in the amount of $95.00. On 04/13/15, a bill was rendered reflecting an amount due of $373.68 which included current charges of $70.74 from 03/12/15 to 04/12/15. On 05/11/15, a bill was rendered reflecting an account balance of $411.27; which includes current charges of $37.59 from 04/13/15 to 05/10/15. On 06/03/15, I left a detailed message for Ms. ***** explaining the above information to her. I advised her that although she makes payments on her account she does not make monthly payments or pay her account balance in full, which is the reason for her balance. I advised her that I was sending her a copy of her bills and payments and hopefully that will give her a better understanding of her account balance. I left my contact number of XXX-XXX-XXXX and advised Ms. ****** to call me if she has additional questions or concerns. Distribution: ** ****, ** ********* ** ********* Better Business Bureau, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION Page 1 of 1 Initial Consumer Rebuttal /* (1500, 6, 2015/06/04) */

5/21/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Moved on February 20 I finally talk to them March 10 they shut off. I'm disputing a bill of 27 dollars.sent to collections and I've been harassed Moved out 20th of February called for two weeks to get sit of finally get sit of 10th of march I paid an absorbant amount of money for my lady bill then they try and get me for 27 dollars when I didn't live there I've been harassed by a collection agency so won't give me there name I feel I'm being scammed

Desired Settlement: I'm not paying the 27 dollars nor do I think it's ok that a collection agency calls me at 6 in the morning, 10 at night. I ask them they're name and they just say a collection agency for Laclede they will not give me there name in not paying some stranger on the phone giving them my bank info etc.

Business Response: Initial Business Response /* (1000, 5, 2015/05/21) */ Customer Info: Account ID: XXXXXXXXXX Complaint ID: XXXXXXX Complaint / Inquiry: Mr. ****** contacted the BBB with the following concerns: He moved from **** ***** *** on 02/20/15, and was unable to reach the Company until 03/10/15 to close his account. Mr. ******* is disputing his final bill amount of $27.74 since he was unable to reach the Company sooner. He states that his final bill was sent to an outside collection agency, and the agency has been calling him from 6:00 AM to 10:00 PM; when he was called the Representative refused to give him the name of the agency. Mr. ****** refused to pay since he believes it was a stranger on the phone. Upon receipt of Mr. ******** inquiry I forwarded his concerns to the Credit & Collection Department for review. During my investigation and the information received from the Credit & Collection Manager the following was found: On 03/02/15, a female caller contacted the Customer Service Department requesting to stop service at **** ******* St.; she was not a secondary on the account so she was not authorized to stop service. On 03/09/15, Mr. ****** contacted the Customer Service Department to stop service. The Representative advised him that the next available date would be 03/10/15. Mr. ***** advised the Representative that he had already moved and tried to call sooner to stop service but was unable to reach anyone. o NOTE: The Customer Service Department hours are 7:00 AM to 7:00 PM Monday through Friday and Saturday from 8:00 Am to 4:00 PM. The Director of Customer contact reviewed the customer wait time from 02/09/15 to 03/09/15 and stated that there were 6 days where the wait time was less than 2 minutes and 5 days where the wait time was over 5 minutes. On 03/10/15, service ended for Mr. ********* On 03/10/15, a final bill was rendered reflecting an amount due of $27.74, the due date was 03/20/15 and delinquent after 04/01/15. On 04/01/15, a final collection notice was sent to Mr. ****** advising him to pay within 10 days to avoid further collection activity. On 04/20/15, Mr. ********* account was sent to an outside collection agency (CACI). Collection Agency Activity: On 04/21/15, the outside collection agency (CACI) acknowledged receiving the account. On 04/22/15, CACI sent a collection letter to Mr. ******** On 04/22/15, Mr. ******** phone number was added for contact. On 05/07/15, CACI noted that one of the contact numbers they had was a bad number. On 05/07/15, at 9:45 AM a call was made to Mr. ****** and CACI noted that it was the correct party but the party disconnected the call. On 05/07/15, at 9:46 AM another call was made to Mr. ****** and CACI noted that Mr. ****** was upset that his account was sent to an outside collection agency and advised the Representative not to call him again and disconnected the call. o NOTE: CACI stated that Mr. ****** was only contacted on 05/07/15. As of today the debt remains unpaid. On 05/19/15, I attempted to advise Mr. ****** of the above findings, he stated that he does not want to speak to anyone from the Company ever again and disconnected the call.

5/21/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: For about a year now I receive my bill for the monthly gas about 2 or three days before it is due. In same cases there is a weekend or holiday involved in that 2 or three days that would delay my payment being received on time. And if I am not at home the day the bill arrives I can get the bill after it is due. This month I was not at home Thurs. or Friday (Jan.29 or Jan. 30) Returning home on Sat. the 31st I had my bill in the mail. It is due today (Feb. 2) I do not have a computer at home and do not do on line banking. Going to a service center or paying by credit card is an additional cost to me. It seems to be OK with them that they close the billing period on the 22nd of the month and don't get my bill to me until at the earliest the 29th but they cannot give me the same courtesy in getting my payment to them on time. I have called before and complained and was told they are aware that there is a problem with the billing timing, but they don't seem to do anything about it. I know there is a "grace" period before the payment is delinquent, but I like to pay my bills on time. And the back of their invoice does not even show that paying by mail is an option. It's OK for them to send by mail but not OK for me? Thank you. *******

Desired Settlement: I someone is one vacation they need to be able to come home to find they can still pay the bill on time (within reason) Can we not have at least a week to pay the bill rather than two or three days? We used to have that, what happened?

Business Response: Initial Business Response /* (1000, 7, 2015/02/19) */ Laclede Gas Company Community Services Department Better Business Bureau CASD Investigator: **** ******** ____________________________________________________________________________ Customer Info: Account ID: XXXXXXXXXX Rate: 2RL Complaint ID: XXXXXXX ____________________________________________________________________________ Comments / Resolution: Ms. ******** complaint filed with the BBB is concerning the number of days the Company allots for customers to receive and remit their monthly bill payments. She stated that this past year, she received her bill 2 or 3 days before it was due and in some cases if there was a weekend or holiday involved her payment would be delayed. Ms. ****** stated that this month, she was not home and her bill arrived either on January 29th or January 30th; she returned home on January, 31st and the due date for her payment is 2/2/15. She has called before regarding this matter and was told that there was a problem with the timeliness of the bill, but the Company has not done anything to address the problem. She also stated that the back of the invoice does not reflect that paying by mail is an option. To resolve her complaint, she would like at least a week to pay the bill rather than two or three days. Account Details: A review of the records for Ms. ********* account revealed the following: Ms. ******** premise is in billing cycle 13. Every billing cycle has a schedule that defines the date when an account is slated to bill. In Ms. ******** case her account cycle bills around the 19th through the 22nd of the month and customers generally have at least 21 days to pay their bills depending on how holidays and weekends fall. On 1/22/15, a bill was rendered for service from 12/19/14 - 1/21/15; the due date for the payment was 2/2/15; the delinquent date is 2/16/15. Ms. ******** payment posted to her account on 2/3/15, which is well ahead of the delinquent date. The last call received from Ms. ***** was on 12/5/13, and during this call she was given the status of her account. As for her statement about the mailing address, this information is reflected on the front of the bill wherein customers are advised "Please detach and return that portion of their bill to Laclede Gas Company, Drawer 2, St. Louis, MO, XXXXX o Note: Unfortunately we do not withhold bills from being mailed and have no way of knowing if someone is out of town. Individuals typically make other arrangements for their mail if they will be away from home for an extended period of time. On 2/4/15 and 2/5/15, I made an unsuccessful attempt to reach Ms. ****** to discuss her complaint. I left a detailed message with the investigation details on her answering machine, along with my contact information and invited her to contact me if she wants to discuss this matter further. Distribution: ** ** ********* Better Business Bureau, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION Initial Consumer Rebuttal /* (3000, 14, 2015/04/23) */ cannot find my original complaint number. But the complaint was because I do not have enough time between the time I get the bill for the monthly service until it is due to mail the payment. I do not see that there has been a change. Last month I received my bill on Friday, March 27 and it was due on Monday March 30. I was home to get the mail out of the mailbox and still had to rush to HOPE the payment made it on time. I do not pay my bills late or even in the "delinquint by" dates. I want to pay them on time. This month I am having surgery on Thurs. April 30 and will not be home until Sun. May 3 and can almost count on my bill getting to my house during that period and being due before I have time to write the check and mail it to be on time. Why can't Laclede give their customers who mail their payments enough time to get the bill, write a check and mail it? Thank you. ******* ******** *** ****** **** *********** MO XXXXX XXX-XXX-XXXX Final Consumer Response /* (2000, 22, 2015/05/21) */ The last bill I got was more timely and I had a week to pay it. The bill said I did not owe them any money, but I sent a payment anyway. At this point it seems resolved. I am now on budget billing, so I just go ahead and send them a check so I am not late.

5/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: As of April 28 Laclede Gas Co. has me in their collection department, **** for a past due bill from a previous address. This past due to bill was to be transferred to my current address bill and it was.However Laclede Gas still has my past due bill still in their collection agency accounts. I am a current patron of Laclede Gas with an open account. I have been trying for a week to get them to handle this issue, yet all I keep getting is that they have sent out a correspondence to the collection agency to take my account out of collections. I feel that the longer my name is still in collections with the agency they will report it to the credit bureaus where I will have a much harder time getting it removed from my credit report. I want Laclede Gas to get my name and account out of their collection agency and to make sure by sending me a letter in the mail that it will not be on my credit report and/or it has not been reported at all.

Desired Settlement: As stated above I would like a letter in writing that this will not be reported and/or has not been reported to the credit bureaus.

Business Response: Initial Business Response /* (1000, 5, 2015/05/14) */ Laclede Gas Company Community Services Department Better Business Report: CASD Investigator: **** ******** ____________________________________________________________________________ Customer Info: Account ID: XXXXXXXXXX Complaint Case: XXXXXXX Rate: GH Residential __________________________________________________________________________ Comments: Ms. ****** complaint filed with the BBB is concerning the Company's placement of a debt in her name with a third party collection agency. She stated that as of 4/28/15, the collection agency still had the debt, which was supposed to be transferred to her active gas account with the Company. Ms. ***** stated that she has been trying for over a week to get this matter resolved and is concerned that the longer her name is with the collection agency, it will be reported to the credit bureaus and she will have a much harder time getting the information removed from her credit report. To resolve her complaint, she wants the Company to recall the debt from the collection agency and send written confirmation that the debt will not appear on her credit report. Account Details: My investigation of Ms. ******** complaint confirmed that she did have an unpaid bill of $104.52 from her former address, which was placed with a collection agency and that the Company was in the process of recalling the debt. Upon receipt of the BBB complaint, I contacted the Manager of the Credit and Collection Department to expedite the process. On 5/8/15, the Manager reported that he had contacted the agency and advised them to cease calling Ms. ***** as the debt was erroneously placed with their agency and has been transferred to her active gas account. He also requested that the collection agency send written confirmation to Ms. W____. On 5/11/15, per Ms. ******** request, CACI collection agency mailed a letter to her advising that the debt was placed in error and has been cancelled. The letter also advised her that the information would be deleted from her personal credit file and would not be reported to the credit bureaus. As Ms. ******** received the desired resolution, I did not contact her. Distribution: ** ** ********* Better Business Bureau, File

4/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Laclede Gas has these rebate program that they are claiming they will reimburse you if you buy these energy efficient supplies. They are claiming since I didn't pay money for them and had a charity install a energy efficient thermostat, which I am due a $200 or so rebate for. I got this letter a couple days ago telling me they're not going to honor it after all. At first, they gave me a different excuse. The first excuse was that my furnace model didn't meet the specifications for the program. Then they wanted a invoice for the water heater and thermostat. They didn't tell me that at first, they just wanted the manual and serial numbers to the equipment and now they're laying all of these other restrictions out.

Desired Settlement: I'd just like to receive the rebate.

Business Response: Initial Business Response /* (1000, 5, 2015/04/24) */ Laclede Gas Company Community Services Department Better Business Bureau Received: 4/20/15 CASD Investigator: **** ******** Customer Info: Account ID XXXXXXXXXX Complaint ID: XXXXXXX Rate: GH Residential Comments / Resolution: Mr. ***** filed an inquiry with the BBB stating that the Company has a rebate program which indicates that customers will be reimbursed if they purchase energy efficient appliances. He stated that a charitable organization installed an energy efficient thermostat at his premise and that he is due a $200.00 rebate but the Company is refusing his request for same. Mr. ***** stated that at first he was told that the model didn't meet the specifications for the program and after he provided the invoice for the water heater and thermostat, his request for the rebate was still denied. To resolve his complaint, Mr. ***** wants to receive the rebate. Investigation Details: Upon receipt of Mr. ******* complaint, I contacted the Director of the Company's Sales and Customer Account Department for investigation. On 4/21/15, the Manager contacted me and advised that he conducted an investigation of Mr. ******* complaint and discovered the following: Per our contractor, Energy Federation Incorporated (EFI), based on the information provided by Mr. ***** he did not meet the guidelines for the rebate program. The program requires that the applicant be the owner of the premise with an active Laclede gas account and they are also required to purchase and install qualifying equipment within the premise that satisfies the high efficiency requirements. Note: The equipment requirements are specified on the Laclede website and within the rebate application itself. Mr. ******* application was signed 3/21/15 and postmarked 3/27/15. It was received at EFI on 3/31/15. EFI's processing department reviewed the application on 4/3/15 and then began communication with the customer. It was determined that Mr. **** is attempting to recover a rebate for equipment he did not purchase but instead was installed in his home through a donation or charitable effort. He admitted to this fact during a telephone conversation he had with an EFI representative on 4/14/15. I was also reported that Mr. **** noted on the application that an 80% AFUE furnace was installed; however, the furnace does not meet the efficiency requirements of the program; the program requires a 92% or greater efficiency to qualify. Note: Program requirements clearly state on the application that in order to receive the rebate the customer must submit along with the application, a copy of the sales receipt/invoice showing the manufacturer, model #, price paid, and date of purchase. In summary, if the customer can provide us with a copy of the sales receipt or invoice documenting his purchase and installation of the referenced equipment, we can proceed with processing a rebate. Until the information is received, his request for a rebate is denied. Distribution: ** ** ********* Better Business Bureau, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

4/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I DO NOT have a Laclede account. I have in the past made payments through the online bill matrix for Laclede Gas customer **** **** of XXXXX ********** **** ** St. Louis MO XXXXX. I was budgeting my checking account and noticed a $127.xx Laclede Gas ACH transaction dated 3/16/2015. I DID NOT at anytime during March 2015 make or authorize an ACH payment nor have I ever authorized saving of my checking information. Mr **** **** sometime in March 2015 called in and made a payment with his debit card/ credit card. I emailed Lacede Gas to notify them of their representatives actions (use of **** *****'s cheking account rather than **** ***** debit/credit card). This transaction caused an overdraft in my checking account totaling $50. Laclede Gas has been notified Mr **** **** and I, ARE NOT of a civil union, the representative failed to follow instructions using the debit card provided.

Desired Settlement: A check for $50 to cover NSF fees accrued due Laclede Gas Companies representative action.

Business Response: Initial Business Response /* (1000, 8, 2015/04/14) */ Laclede Gas Company Community Services Department Better Business Bureau Received: 3/30/15 CASD Investigator: **** ******** Customer Info: Account ID XXXXXXXXXX Complaint ID: XXXXXXX Rate: GH Residential Comments / Resolution: Ms. ***** filed an inquiry with the BBB stating the following: She does not have a Laclede account but in the past, she has made payments through the on-line system for **** ******* account at XXXXX ******** While budgeting her checking account, she discovered that a transaction in the amount of $127.xx had been processed by Laclede; however, she did not authorize the debit nor did she ever authorize saving of her checking account information. Mr. ***** telephoned sometime in March 2015 and made a payment using his debit card but the money was deducted from her account due to the Representative failure to follow instructions and process the payment with Mr. ******* information. She e-mailed the Company to advise of the Representative's actions and also reported that this action caused a $50.00 overdraft in her checking account but the issue remains unresolved. To resolve her complaint, Ms. ***** is requesting that the Company issue a check in the amount of $50.00 to cover the insufficient funds fees. Investigation Details: A review of the gas account records for **** ******* account confirmed that on 3/14/15, a payment of $127.94 was posted to his gas account. On 3/30/15, Ms. **** contacted the Customer Service Department and spoke to a Supervisor at approximately 9:27 AM regarding this matter. The Supervisor correctly advised her that Representatives are unable to save credit card or bank account information; Ms. **** was referred to the Company's third party payment processing center, ****** ******** to request a reversal of the payment. She was also advised that as the overdraft was not caused by the Company, her request for a $50.00 refund was denied. Later the same day at approximately 12:24 PM, Ms. ***** contacted the Supervisor again and he reiterated the above information to her. He advised her that since the payment was made using the automated phone system (IVR) and through ****** ******** she would have to contact them to have the payment reversed. In summary, Laclede's Customer Service Representatives are unable to store a customer's payment information and in this case, the payment was not made with a Representative, rather the payment was made via the IVR ****** ******** system. When making payments via this system, customers are given the option to submit a payment using stored account information within ****** ********* While I cannot verify if Mr. **** entered his debit card information in the system, it does appear that he failed to do so otherwise the payment would not have been deducted from Ms. ******** bank account. Based on this information, Ms. ******** request for a $50.00 reimbursement is denied. On 4/9/15, I contacted Ms. **** to review the above information with her and while speaking to her, she added Mr. ***** on the line. I clarified that Mr. **** did not make the payment with the assistance of a Customer Service Representative; he made the payment via the IVR system. I further explained that when making payments via "Bill Matrix" customers are given the option to used stored banking information or enter another payment source and since the payment was deducted from her account, it appears that Mr. **** did not update the payment information. Mr. **** disagreed and claimed that he entered his debit card information. I reiterated to Ms. ***** that she will need to pursue this matter via ****** ******** to determine why the payment was deducted from her account and not Mr. ******** Ms. ***** then requested the number to "Bill Matrix" and I supplied her with same. o Note: Ms. **** still believes that the Company is equally responsible for the overdraft that occurred on her account because "Bill Matrix" is a third party that we contract to collect our payments. However, this is not the only payment option; customers may make their payments by mail or they may make their payment at one of the designated pay stations. Distribution: ** ** ********* Better Business Bureau, File

4/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Questionable repair During a Laclede Gas-mandated inspection and meter replacement I was informed by the technician he detected a leak in a pipe. He used some strange gadgets to "show" me the leak then offered me two options. I could allow him to repair it (to the tune of $100 minimum) or he could turn off my gas and I could fix it myself. I felt I had no choice but to allow him to make the repair. I found it suspect that, having lived in my house for 8+ years and having NEVER detected the odor of gas or experienced problems with my gas stove, furnace or water heater, suddenly I needed potentially hundreds of dollars of repairs. This after I was required to admit Laclede Gas into my home for service. I felt robbed of both my time and money.

Desired Settlement: I would like to have the money I was essentially forced to pay to Laclede Gas refunded to me.

Business Response: Initial Business Response /* (1000, 5, 2015/04/09) */ Community Services Department Better Business Bureau Received: 4/6/15 CASD Investigator: **** ******** Customer Info: Account ID XXXXXXXXXX Complaint ID: XXXXXXX Rate: GH Residential Comments / Resolution: Mr. ***** filed an inquiry with the BBB stating the following: During a Laclede Gas mandated inspection and meter replacement, he was informed by a technician that he detected a leak in a pipe. The technician used some type of strange gadget to show him the leak and then offered him two options; he could allow him to make the repair and be charged approximately $100.00 or he could leave the gas service off he made the repairs himself. He has lived in this premise for over 8 years and has never detected an odor of gas. To resolve his complaint, Mr. ***** is requesting that the Company refund the money charged for the repair work. Account Details: On 1/9/15, a letter was mailed to Mr. ***** requesting that the contact the Company to schedule a corrosion inspection; the Missouri Public Service Commission requires that the Company conduct these type of inspections every 36 months. The letter also advised Mr. ****** of the available time slots, which were Monday through Friday, between 7:30 AM - 7:00 PM and on Saturdays from 7:30 AM - 12 noon; however, there was no response to the letter. On 3/6/15, a second letter was mailed requesting that Mr. ***** call and schedule the order but again, there was no response received. On 3/19/15, a third letter was mailed to Mr. ****** and because he failed to respond to the two previous requests, he was advised that unless he scheduled the order by 3/27/15, his gas service would be disconnected pending completion of the inspection and if the service is disconnected, he would incur a $62.00 reconnection fee. On 3/23/15, Mr. ***** contacted the Customer Service Department and scheduled the order for 3/28/15. On 3/28/15, the technician arrived and attempted to complete the inspection but was unable to do so due to no access; the order was subsequently rescheduled by Mr. ***** for 4/4/15. On 4/4/15, the inspection/meter change order was completed and as stated by Mr. ****** the technician's notes did indicate that a leak was found and repaired on the fuel run. However, based on Mr. ******** suspicions that the repair was not necessary; I referred his complaint to the General Foreman over his service area for review and disposition. On 4/9/15, the Foreman contacted me and advised me that he had attempted to reach Mr. ***** on 4/7/15 and 4/8/15 regarding his complaint but was unsuccessful; he left his contact number for Mr. ***** to return his call but as of 4/9/15, he has not contacted him. The Foreman also noted that he had reviewed the service ticket and did not find that the technician did anything wrong. The Foreman stated that Mr. **** was only charged $48.00 for the repair work. Note: The technician could not leave the service on with an existing leak on the fuel run and although Mr. ***** feels that he had no other choice, he could have had a private contractor make the repair and then scheduled another technician from the Company to come back to his home to restore the gas service. Distribution: ** ********* BBB, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

4/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: bill was paid in full 2 days ago and still no gas My husbands job involves being on the road all the time, we received a bill on 03/24/15 stating that the gas would be shut off due to bill not being paid, I myself called the automated line and paid in full, it had on the cut off notice that after paying I had to call this other number to have back on only to get from the lady that answered that I his wife and the one that paid the bill in full was not authorized to call unless I gave my full social security number which I refused to because of having identity stolen last year, she said she could do nothing then, I then had the husband call and they told him that there was no reason to shut it off because the bill was paid in full. They told him that it would be back on 03/26/15 between 8am and 12 noon, it is now 2pm and still no gas but the payment cleared 2 days ago.

Desired Settlement: turn it back on and give me back the $162.00 that they charged me to turn it off.

Business Response: Initial Business Response /* (1000, 5, 2015/04/09) */ Customer Info: Account ID XXXXXXXXXX Complaint ID: XXXXXXX Rate: GH Residential Comments / Resolution: Ms. ***** filed an inquiry with the BBB stating the following: She received a bill on 03/24/15 stating that the gas service was due to be disconnected for non-payment. She called the automated system and paid the amount on the notice and contacted the Customer Service Department to schedule a reconnection. The Customer Service Representative advised Ms. ***** that she would have to add her name to the account as a secondary account holder and provide her full social security number to schedule the reconnection, Ms. **** declined due to her identity being stolen last year. Mr. ***** contacted the Customer Service Department to schedule the reconnection and was advised by a Representative that his service should not have been disconnected due to his payment clearing 2 days prior. Mr. ****** was advised that his service would be restored on 03/26/15 between 8 AM and 12 PM; it was after 2 PM when the service was restored. To resolve her complaint Ms. ***** is requesting that the Company reimburse her $162.00 that she was charged when her gas service was disconnected. A review of Company records revealed the following: Prior to the gas service being disconnected on 03/25/15, the last payment was made on 01/07/15. On 01/13/15, a bill was rendered reflecting an account balance of $162.76. On 02/11/15, a bill was rendered reflecting an account balance of $306.32. The bill advised the customer to pay promptly to avoid further collection activity. On 03/09/15, a letter was mailed warning that her service would be disconnected unless a minimum payment of at least $162.76 was received within 10 days of the date of the notice. On 03/12/15, a bill was rendered reflecting an account balance of $477.91. On 3/19/15, a 96-Hour notice was mailed warning that the service would be disconnected unless a minimum payment of $162.76 was received on or before 03/23/15. On 03/25/15 at 3:14 PM, the gas service was disconnected for non-payment. On 03/25/15 at 3:20 Pm, payment in the amount of $477.91 posted to the account. On 03/26/15 at 9:05 AM, Ms. ***** contacted the Customer Service Department requesting to have the service restored. The Representative advised her that she would have to add herself on the account as a secondary; Ms. **** hung up before the Representative could advise her that if she did not want to provide her social security number she could provide her driver's license and date of birth. On 03/26/15 at 10:24 AM, Mr. ****** contacted the Customer Service Department to schedule the reconnection; the appointment was scheduled for 03/27/15 from 8:00 AM to 12:00 PM. On 03/27/15, the gas service was restored at 3:01 PM. Upon receipt of the inquiry I contacted the Manager of the Order Control and Scheduling Department to see if there was a scheduling problem that day, and if procedurally calls are made to customer's to inform them of the delay. The Manager stated the following: On 3/27/15 at 8:37am, the job was assigned to a technician. At 8:46am, the technician was enroute. At 9:01am, the job was suspended due to another technician needing assistance on another job. Mr. ******** job was placed on the Emergency Dispatch Board and was assigned to a technician at 2:10pm; he arrived at 2:24pm. The Manager stated that a dispatcher neglected to make a courtesy call around 11:30 when it was evident that the order would not be reached by noon. o NOTE: The Manager advised me that he would remind the Representatives that when possible courtesy calls are required to give customers the option to wait or reschedule when it is known that the technician is running behind. On 03/30/15, I spoke to Ms. ***** and apologized that the technician did not arrive during the time scheduled and no courtesy call was given. I explained the above findings to Ms. **** and explained that her account was disconnected due to non-payment and payment was not made until after the disconnection, Ms. ****** disagreed and ended the call.

4/2/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Hi, Im a retired person who has been trying to live a normal life with my limit resources and while doing so I have to make some sacrifices. For years I have a gas furnace for heating during winter times, while have changed other things to electric. last year I had to pay tons of money to keep my place warm, but this year I decided to use electric space heater for my room to avoid high gas bill... Anyway, we have been lucky that it wasn't a very cold winter this year and few days when it was too cold I stayed with my kids on their place. During this past year I have been paying Laclede Gas Co a nominal amount bill to keep gas on just in case, but they kept sending me this very high estimated bill. On my complain they sent their tech. ppl twice to check meter and line...still Im getting this estimated bill tat is beyond my understanding.

Desired Settlement: I like them to pay me all extra amount back since I haven't used their gas during last year and discontinue the gas so I don't have to be responsible for this type of bills. thanks

Business Response: Initial Business Response /* (1000, 5, 2015/03/26) */ Customer Info: Account ID: XXXXXXXXXX Complaint ID: XXXXXXX Rate: GH Residential Comments / Resolution: Mr. ***** filed a high bill complaint with the BBB stating the following: For years he used his gas furnace for heating during the winter and had to pay tons of money to keep his place warm. This year he decided to use electric space heater for his room to avoid high gas bill, this wasn't a very cold winter and on the days it was really cold he stayed with his children. He has been paying Laclede Gas a nominal amount to keep his gas on, but the Company continues sending him very high estimated bills. He contacted the Company to inquire about the estimated bills and the Representative sent a technician to the premise twice to check the meter and the gas lines, but he is still receiving estimated bills. To resolve his complaint, Mr. ***** is requesting a refund. He stated that no gas was used last year and he wants to discontinue his gas service so he won't be held responsible for estimated bills in the future. Upon receipt of the inquiry I forwarded Mr. ******** concerns to a Meter Reading & Billing Supervisor and a Meter Reading Analyst for investigation. The Supervisor from the Meter Reading & Billing Department stated that his Department runs a report in December/January to try and catch any bills that were billed zero usage for accounts that normally use gas. This was the reason the billing on Mr. ********** account was reviewed and rebilled. The Meter Reading & Billing Supervisor stated that the AMR on this meter has not moved since October 2014 and Mr. ***** was receiving zero use bills. Note: The Company understands that Mr. ****** states that he is using space heaters to lower his gas bill, but the meter is not registering any use. The Meter Reading & Billing Supervisor believes that once the meter is changed we can verify if the old meter is not registering usage or if the new meter begins to work we can adjust the billing accordingly. Account Details: A review of Mr. ******** previous usage history based on actual usage indicates that from 10/31/12 to 04/04/13, he used 1461 CCF of gas and from 11/01/13 to 03/31/14, he used 1514 CCF. From 11/02/14 to 02/02/15, Mr. ***** was billed a total of 4 CCF for a 5 month period. Even if he was using space heaters, the pilot lights on his gas appliance should have still generated usage. On 01/08/15, an Accounting Records Clerk received the account on the zero usage report. The Clerk entered a metering exception case to prompt Landis & Gyr to visit the premise and perform AMR maintenance. A letter was mailed to Mr. ***** requesting that he contact the Company to schedule the appointment. On 02/05/15, an estimated bill was rendered reflecting an amount due of $263.92 based on previous usage. On 02/06/15, Mr. ****** contacted the Customer Relations Department and scheduled the appointment for 02/13/15. On 02/12/15, Mr. ***** contacted the Customer Relations Department and rescheduled the appointment for 02/23/15. On 02/17/15, Mr. ****** contacted the Customer Relations Department and requested a copy of his bills and payments for 2014. On 02/23/15, Landis & Gyr performed AMR maintenance; however, as of today the AMR/meter is still not transmitting readings. On 03/03/15, an estimated bill was rendered on the account billing the under charge from 09/01/14 to 02/02/15, resulting in a catch up bill for $1,037.17, which included his current billing from 02/03/15 to 03/03/15. On 03/05/15 and 03/16/15 DR Letters were mailed to Mr. ***** requesting that he contact the Company to schedule a meter change. On 03/16/15, Mr. ***** filed a complaint with the BBB. On 03/17/15, I made an unsuccessful attempt to reach Mr. ****** to discuss the details below with him; I left my contact number XXX-XXX-XXXX for Mr. ***** to return my call. When he calls back I will explain the findings in detail and schedule a meter change to stop the estimated billing and schedule a date to close his account. On 03/23/15, I left a detailed message for Mr. ***** advising him that we need access to the meter as soon as possible to correct the billing. I requested that he contact Customer Service to schedule a meter change and to close the account as he stated or if he needs to speak to me directly, I left my call back number XXX-XXX-XXXX.

3/17/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 3/3/2015, Laclede Gas did a House Sale Inspection. The service tech. after looking over all the gas related equipment five times and not finding an issue decided that I was not in code with enough combustion air available where the furnace was located. He did not measure the room size, he just said I needed to put two vents in this one wall and call them again for a re-inspection. He informed me that this would cost another $92.50. I asked him how come the buyer's inspector did not find this error, how come the City of Maryland Hts building code inspector did not find this error and why was this not found in 1982 by Laclede Gas when I purchased the house? He just said sorry I did not pass. The Vents were put in and a new appointment was made. On date of new appointment (3/4/2015) I received a phone call from service tech stating he would be at the home inspection residence in 15-20 minutes. I told him it might take me 20 minutes but I would be there. We had a light dusting of snow and when I arrived at the house which took 18 minutes there was no footprints in the snow and no notice on the door. After waiting 45 minutes and no one showing I called Laclede. I had to call Laclede twice to get someone to show. On 3/4/2015 I requested a call back from a supervisor. As of today I have received no calls. I went on line to find out more about this combustion air issue and did the math which showed I should not have been failed on 3/3/2015. This incident had cost me $92.50 for each visit by Laclede ($185.00) and $27.87 for the vents and my travel time and gas and two days of my life. Product_Or_Service: House Sale Inspection

Desired Settlement: Laclede Gas owes me the second $92.50 charge and the cost of the vents ($27.87) and cost of my gasoline. Gasoline was 2.199 a gallon and I get 18 miles per gallon. Mileage put on vehicle 40 miles. To and from mileage for 3/3/2015(putting in vents) and 3/4/2015 (second inspection). Cost for gas would be $4.89. Total due me would be $125.26.

Business Response: Final Consumer Response /* (3000, 6, 2015/03/17) */ BBB In reference to complaint # XXXXXXX, on 3-13-2015, **** ******** from Laclede Gas called today. It was agreed upon that Laclede Gas would waive the second $92.50 service call fee. Thank you for your assistance in getting this matter resolved. **** *****

3/3/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Each year I sign up for EEMA for heating assistance. The last 3 months your billing has changed. I received a bill for $339.47. EEMA paid $259.

Desired Settlement: This bill has been paid and I do not owe any money.

Business Response: Initial Business Response /* (1000, 5, 2015/02/24) */ Laclede Gas Company Community Services Department Better Business Bureau Received: 02/18/15 CASD Investigator: ******** ******* Customer Info: Account ID: XXXXXXXXXX Rate: GHRES Complaint ID: XXXXXXX Comments / Resolution: Mr. ****** contacted the Better Business Bureau regarding a bill he received in the amount of $339.47. Mr. ****** stated that for the past 3 months his billing has changed and he believes his account should reflect a zero balance because he received funds in the amount of $259.00 from Energy Assistance. To resolve his complaint Mr. ****** is requesting that the Company correct his account balance. A review of Company records revealed the following: On 11/07/14, a bill was rendered reflecting an amount due of $66.41. On 11/14/14, a payment in the amount of $66.41 posted. On 11/14/14, the account was set up on the Cold Weather Rule (CWR) plan due to a pending pledge. o NOTE: When a Customer receives funds from Energy Assistance, as part of the program the account is placed on the CWR budget plan. The plan also allows customers to maintain or restore gas service by paying a budgeted amount over a 12 month period. If the customer pays monthly, the account will normally reflect a credit balance on the account during the summer months, which offsets the debits in the winter months. On 11/20/14, Mr. ****** contacted the Customer Relations Department, requesting his account be removed from the CWR plan. On 11/21/14, a pledge payment in the amount $259.00 posted. On 12/05/14, a bill was rendered reflecting current gas charges of $103.65; the bill also reflected that the pledge payment had been received. On 12/11/14, Mr. ****** contacted the Customer Relations Department and the Representative confirmed that the $259.00 pledge had been received and credited to his account. She further advised that the payment was applied to his current bill, leaving a credit balance of $155.35, but the bill still reflected that the current charges were due. On 01/08/15, a bill was rendered reflecting an amount due of $219.48 (previous balance of $103.65 + current charges of $115.27 + late fee of $0.56). On 02/06/15, a bill was rendered reflecting an amount due of $339.47 ($103.65 + $115.27 + $0.56 + current charges of $119.99). However, the bill stated that Mr. ********* total balance was only $80.47. On 02/13/15, Mr. ****** contacted the Customer Relations Department upset that the pledge payment in the amount of $259.00 had not been applied to his account balance. The Representative attempted to explain his account in detail but Mr. ****** hung up. Later on 02/13/15, Mr. ****** called back and the Representative advised Mr. ***** that she would apply his pledge payment in the amount of $259.00 towards his account balance of $339.47; which would result in his account reflecting current charges due of $80.47. On 02/16/15, a payment in the amount of $80.47 posted, leaving an account balance of zero. On 02/17/15, Mr. ****** filed his inquiry with the BBB. On 02/19/15, I spoke to Mr. ***** and confirmed that the Customer Relations Representative applied the $259.00 pledge payment to his account, which paid his current charges, leaving him with a balance due of $80.47. I further advised that his payment of $80.47 posted to his account on 02/16/15, leaving the account with a zero balance. Mr. ****** is aware that although he receives pledge payments he is still required to pay monthly even if his account reflects a credit balance. I provided him with my telephone for him to contact me directly if he has additional questions or concerns. Distribution: ** ****, ** ********* ** ***** Better Business Bureau, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

2/25/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The gas company is attempting to collect a $933.00 bill using a collection agency and have the same amount on my current bill that I am being charged for now.They are basically charging me twice for the same amount at the same address where I live.My gas was off before the cold season 2014. I was contacted by this same collection agency for this amount and I informed them that I was waiting for assistance through the CCA of St Louis county.When they (CCA) pledge the balance due to get my gas cut back on, Laclede never took the balance away from the colloction agency, and now i'm on the hook for the same amount two times. Product_Or_Service: gas Account_Number: XXXXXXXXXX

Desired Settlement: I want them to withdraw this amount from the collection agency since it is already and still on my current bill.

Business Response: Initial Business Response /* (1000, 5, 2015/02/24) */ . ********* inquiry to the Better Business Bureau is concerning an unpaid balance that was forwarded to a Collection Agency. Mr. ********* gas service was disconnected for non-payment and the Community Action Agency pledged the amount needed to restore his gas service under the Cold Weather Rule (CWR) plan. Mr. ******* stated that he received a letter from the Collection Agency on 02/18/15 attempting to collect $933.00, the same amount that Laclede Gas has on a payment plan. Mr. ***** believes that his unpaid balance is being collected twice and is requesting that this matter be investigated. To resolve his complaint Mr. ****** is requesting that the Company pull his account from the Collection Agency. Upon receipt of Mr. ********* inquiry I forwarded his concerns to the Manager of the Credit & Collection Department for investigation. The Credit & Collection Manager stated that procedurally during the heating season, accounts that were forwarded to a Collection Agency are retrieved when the customer receives funds from Energy Assistance and after the gas service is restored and any unpaid balance is placed on the CWR budget plan. The Credit & Collection Manager stated that the Collection Agency was erroneously not notified when Mr. ********* account was retrieved, which is why the Collection Agency continued the collection process. On 02/20/15, the Credit & Collection Manager retrieved the account from the Collection Agency and requested that the Collection Agency submit a request to the credit bureaus to remove any negative hits, if any after 11/06/14 (the date Mr. ******* service was restored). On 02/20/15, I spoke to Mr. ***** and apologized for his inconvenience. I explained the above information to him and assured Mr. ***** that his account had been retrieved from the Collection Agency and he should not receive any more calls or correspondence from the agency regarding this debt. I also advised Mr. ***** that during my investigation I found that the CWR plan had not been properly established on his account which is why his total account balance was being reflected as the amount due each month. I advised him that his CWR plan has been reset and his next bill is scheduled to be sent on or after 03/11/15 and will reflect his CWR plan amount due of $241.00. Mr. ***** thanked me for investigating his concerns and was pleased with the explanation and resolution of his complaint. Account Details: On 06/27/14, Mr. ******* gas service was disconnected for non-payment. On 06/30/14, a final bill was rendered reflecting an amount due of $1,952.61. On 07/07/14, a late fee in the amount of $16.09 was assessed, reflecting an amount due of $1,968.60. On 08/12/14, the unpaid balance of $1,968.60 was forwarded to a collection agency. On 10/27/14, Mr. ****** was approved for $800.00 ECIP, $235.00 Energy Assistance, which was enough to have gas service turned on under the CWR plan at his new address of *** ***** *** On 11/06/14, gas service was established for Mr. ****** Distribution: ** ****, ** ********* ** ***** Better Business Bureau, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION Page 1 of 1

2/24/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My complaint is that Laclede Gas is trying to stick me with my moms old gas bill. My Mom moved out months ago, told me I could leave the house or move in a pay for it. I chose to move in with my family. My mom had a old gas bill for $900. I called Laclede and explained my situation to a representative. I was told to pay a minimun on my bill and they would cut service on. I barrowed the money and made the payment. The next day I called back to give them a conformation number. The representative that day told me they couldn't cut on the service unless they talked to my old land lord to verify I had lived elsewhere. I spoke with *****, a manager I was told. She said the verification process would have to be done and if they verified the information that I would be contacted on a time they could turn my service back on. While at work the next day a gentleman called me and said he had a work order to turn on service and he was on my porch. I called my girlfriend to let him in. Since this time I hadn't received a bill. I received the bill on 2/10/15 in my Moms name for her balance and last months service. When I called Laclede and explained this to the representative, she told me that they had investigated my story and found that I was responsible for the bill. After going bck and forth with the representative I was told that she would give the call to ***** a manager. I received a call from ***** who told me that their investigation showed that my address was the same from 2000 to 2013. Then she asked about older addresses that I had bills at. I told her that I have never changed my address on my ID, it's my moms address. She told me that because of that, they are going to hold me responsible for my moms service. I even asked her to use common sense, if the other addresses were billed during those years given, why would I be responsible for this bill. Also asked her why would they turn service on for my moms account and I paid on my account. She told me she had to get back to me but hasn't yet.

Desired Settlement: I am going to pay the charges for the month under my account number and I would like any services rendered to be billed to me. As for my moms balance, she she be held responsible and she can make uer own payment arrangements.

Business Response: Initial Business Response /* (1000, 5, 2015/02/24) */ Laclede Gas Company Community Services Department Better Business Bureau Received: 2/12/14 CASD Supervisor: **** ******** ___________________________________________________________________________ Customer Info: Account ID: XXXXXXXXXX Rate: GH Residential Complaint ID: XXXXXXX Comments / Resolution: Mr. ********* complaint is concerning his mother's unpaid bill of $903.00 being transferred to his active gas account. He alleged that his mother moved out months ago and advised him that he could either leave the house or pay for it. Mr. ***** stated that he called the Company and explained the situation to a Representative who advised him to pay a minimum on an un-paid debt that was in his name and his service would be turned on. He stated that he made the payment and called back to schedule his turn-on and was then advised that before his service could be turned on, the Company would need to speak to his landlord to verify that he is the new tenant and had not lived there previously. Mr. **** stated that he then spoke to a Customer Service Supervisor who also advised him that the investigation was needed and that if his information was verified he would be contacted with the time his service would be turned on. He stated that the next day he received a call from a Laclede Gas technician trying to obtain access to complete the turn-on order but he was not at home; he arranged for his girlfriend to provide access. Mr. *** stated that after the service was turned on, he received a bill in his mother's name and when he called the Company to question the receipt of the bill, he was advised that the Company had investigated the account and it had been determined that he was responsible for the bill due to benefit of service. Mr. ***** stated that he spoke to a Customer Service Supervisor and she also advised him that the investigation had placed him at the address and thus he would be held responsible for the service. o NOTE: Ms. ***** ***** had scheduled to have the gas service turned off to close her gas account. To resolve his complaint, Mr. ****** wants his mother's bill removed from his account. On 2/20/15, a CASD Investigator contacted Mr. ***** regarding his complaint and reviewed the information below with him. Mr. **** was advised that unless he could prove that he lived somewhere else when the debt was incurred, in accordance with the Company's benefit of service policy, he would remain responsible for the bill. He was also advised that if his mother had an active account at another address she could call and have the bill transferred to her account. Mr. ***** stated that his mother no longer resided in Missouri and that since this was a family home and he always uses this address for his W2 forms, driver's license, etc., he did not have any proof that he was residing somewhere else. Mr. ***** was offered CWR arrangements on his account and he agreed, the budget will begin with his next bill, which will be mailed on or after 3/4/15; his monthly budget will be approximately $187.00 per month. Mr. ***** appeared to be satisfied with this arrangement. Account Details: Mr. ***** previously resided at *** W ****** until 7/20/12, which was the date the service ended at the address; a final bill was rendered in the amount of $394.13. The bill remained unpaid until he called for a turn-on at **** ******* On 1/6/15, Mr. ***** contacted the Customer Service Department and was advised that his service could be turned on under the CWR plan if he paid $152.00 towards his final bill of $394.13; however, this Representative erroneously failed to advise him that a Collection Department (C.D.) investigation would also have to be conducted before the gas service would be restored as A____ ******* Mr. ********* mother, also owed a final bill of $903.00 at the address where he was requesting service. Later the same day, Mr. ***** contacted the Customer Service Department again and attempted to schedule the turn-on and during this call, he was advised that a C.D. investigation had to be performed to determine if he had benefitted from the gas service while the account was active in his mother's name. Mr. ******** call was subsequently referred to a Supervisor who also informed him of the C.D. Investigation process; the investigation was scheduled for 1/7/15. On 1/7/15, the Credit & Collection Department conducted the investigation and it was determined that Mr. ***** was residing at the home during the time the debt was incurred. The information was obtained via a trace of his social security number, as well as through Case.net and his driver's license records. Each of these sources reflected that he resided at **** ****** during time the bill was incurred. As the gas service was already on at the address, an order was input in the system to end the service in ***** ******** name and activate the account under Mr. ******** name. On 2/9/15, the remainder of Mr. ******** bill, $242.13, was transferred from *** W **** to his active account at **** ****** as well as the bill of $903.00 under ***** ******** name, bringing the total amount owed for both addresses to $1,145.13. The Supervisor noted that she contacted Mr. ***** and advised him of this information the same day; however, Mr. ***** continued to dispute the bill. The Supervisor advised him that she would discuss the matter further with the Credit & Collection Department and would follow-up with him at a later date. On 2/17/15, the Supervisor noted the records that the Company's position regarding the debt was unchanged. Distribution: ** ** ********* Better Business Bureau, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

2/6/2015 Advertising/Sales Issues
1/30/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am having an issue with my bill. I called them to try and figure out why my bill is so high and they can never give me a answer. Their representatives are always rude and smart. My bill is over $200 and I have been here since November and since then the bill has been extremely high. I do not believe I am using this much gas but they are not even doing anything to try and investigate.

Desired Settlement: I would like them to correct their billing errors and take whatever measures necessary to make sure my bill is not that high.

Business Response: Initial Business Response /* (1000, 5, 2015/01/30) */ Customer Info: Account ID: XXXXXXXXXX Rate: GHRES Complaint ID: XXXXXXX Comments / Resolution: Ms. ******** complaint filed with the BBB is concerning high gas bills. She has been at this property since November and the bills have been extremely high. She stated that her bill is over $200.00. She stated that she has been trying to figure out why her bill is so high but no one at the Company has been able to give her an answer. She also alleged that the Representatives always treat her rudely. To resolve her complaint, she wants the Company to correct the billing errors and take whatever measures necessary to make sure her future bills are billed properly. Account Details: A review of the records for Ms. ******** gas account revealed the following. On 11/4/14, the gas service was started at **** ***** **** in her name. On 12/12/14, an unpaid balance of $410.51 was transferred to her active account from an address of **** ******** **** however, CWR payment arrangements were established on this bill at the time the service was transferred. The $410.51 was set up on a CWR payment arrangement for 12 months at $34.21, to be billed along with the current charges until the bill was paid in full. On 12/16/14, a bill was rendered on the account reflecting a total balance of $722.08; the minimum payment due was $327.03 (gas charges of $286.57, the 1st of 4 service initiation fees of $6.25 and $34.21 CWR payment arrangement installment). The service date of the bill was from 11/6/14 - 12/15/14. On 1/9/15, a pledge payment of $296.00 was posted to the account. Upon receipt of this payment, Ms. ******** CWR payment arrangements were adjusted and she was placed on a monthly budget plan instead of long term CWR arrangements. On 1/20/15, a bill was rendered reflecting a total balance of $718.00 (current charges $291.92 + gas arrears of $426.08); however, the budget amount due is $188.09. The due date for the payment is 1/30/15; the delinquent date is 2/11/15. o Note: With regard to her high bill concerns, the two bills rendered on the account have been based on actual meter readings transmitted from the AMR module attached to Ms. ******** meter. I listened to the telephone call she made when scheduling her turn-on order and found no evidence of rude treatment; no other recent recorded calls were available. On 1/28/15, I made an unsuccessful attempt to reach Ms. ***** to discuss the above details with her so I left my contact information and requested that she return my call. When she calls back, I will review her account status with her in detail. I will also offer her a high bill premise inspection to investigate her usage and check the efficiency of her gas appliances.

1/27/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am being charged almost 10 times the normal bill. Customer service states, faulty meter readings for almost a year. I am a service member stationed in Florissant, MO, and will be retiring within the next month. I have been at the same address for the past 4 yrs, and have never been late or missed a payment. I recently moved within the Florissant area, and received my final bill that was almost 8-10 times the normal rate. After speaking with customer service, I was told the meter was not reading correctly for the past 8 months and I was only charged for service and taxes. In my opinion this Is a wrong, and just bad business! How is the companies mistake, (faulty equipment), my fault. Now they want me to pay in full, a bill by estimating what it should be.

Desired Settlement: I don't believe I should be charged a bill for faulty equipment.

Business Response: Initial Business Response /* (1000, 5, 2015/01/26) */ Customer Info: Account ID: XXXXXXXXXX Complaint ID: XXXXXXX Rate: GH Residential Comments / Resolution: Mr. ***** contacted the Better Business Bureau regarding a corrected bill he received that was 10 times more than his normal bill. He stated that he was advised by the Customer Relations Department that it was due to a faulty meter and he was only being billed taxes and the monthly service rate for 8 months. Mr. ***** feels this is wrong and believes that he should not be charge for a faulty meter. To resolve his complaint Mr. ***** is requesting that the Company reverse the charges. Upon receipt of the inquiry I forwarded Mr. ******** concerns to a Meter Reading & Billing Supervisor and a Meter Reading Analyst for investigation and below are the findings: The corrected bill is for the previous address of **** ****** **** where Mr. ****** resided from 07/01/10 to 12/29/14. From the period of 02/02/14 - 02/18/14, the AMR module at the premise failed to transmit daily usage. Mr. ********* monthly gas bills were rendered based on zero usage; billing the account the monthly customer charge of $19.50 plus taxes only. On 02/25/14, ****** & *** replaced the Automated Meter Reading module (AMR). The meter index read X9972; however, after the repairs the AMR still failed to transmit usage resulting in bills for zero usage being rendered following the February repair visit through the bill date 12/08/14. On 12/10/14, an Accounting Records Clerk entered a metering exception case to have ****** & *** re-visit and repair AMR module. On 12/18/14, ****** & *** visited the residence; the meter is located outside so the technician was able to perform AMR maintenance. While at the premise, a meter reading of x0379 was obtained, which reflects that 409 CCF's had been used since 02/25/14; however, the AMR reflected the same reading of x9972. The technician reprogrammed the AMR to read the same as the meter. The technician also noted that the AMR module was missing a pulse magnet from the AMR module drive; the missing magnet was the reason the AMR was not advancing reads. On 12/19/14, Mr. ****** requested to end service at **** ******** **** on 12/29/14, and start service at **** ****** *** The Customer Relations Representative entered an order to stop service and due to the meter read cases on the account, the system automatically prompted for the meter to be changed with the stop service order on 12/29/14. On 12/29/14, as scheduled, the technician arrived to read and lock the meter. He obtained a meter reading of x0393 from the old meter and installed a new meter with a start index of x2286. On 12/29/14, a bill was rendered on the account billing the under charge from 12/08/14 to 12/29/14 resulting in a catch up bill for $339.43, based off the readings obtained on 02/25/14 and 12/18/14. o NOTE: The Supervisor from the Meter Reading & Billing Department stated that his Department runs a zero use report in December/January to try and catch any bills that were billed zero for accounts that normally use gas. This was the reason the billing on Mr. ******** account was corrected; however, the Supervisor submitted the information regarding this account to a Business Analyst to see why the system auto completed and billed the account zero use after the meter change. On 01/03/15, Mr. ****** contacted the Customer Relations Department regarding the bill and requested to speak with a Supervisor; a message was taken to have a Supervisor return the call. Later on 01/03/15, a Supervisor called Mr. ***** and explained that his account had been reviewed and his account had not been billed for any gas usage from February through December. The Supervisor also explained to Mr. ****** that during the same time frame last year he was billed 515 CCF's from 02/2013 to 12/2013. On 01/06/15, the account was re-billed to spread the usage from 02/07/14 to 12/07/14; a final corrected bill was rendered reflecting an amount due of $406.28. On 01/09/15, a Customer Relations Supervisor offered Mr. ****** payment arrangements up to 24 months on the bill of $406.28 wherein he would pay $16.93 per month plus his current charges until the bill was paid in full; Mr. ****** accepted the arrangements. On 01/16/15, I spoke to Mr. ****** regarding his inquiry to the BBB. I apologized for his inconvenience and explained that I was unable to reverse the charges due to the charges being for gas that was used. I advised Mr. D_____ that his concerns had been forwarded to a Business Analyst and a Manager of the Metering & ******* Department for further review. Mr. ****** stated that he is not pleased but did appreciate the arrangement made on the account which made it easier to pay the charges. I provided him with my telephone number for him to contact me directly if he has additional questions or concerns.

1/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: They insist on putting me on the dollar help program. I've explained I do not want to be on this but they keep putting me back on it. I've went to the public service commission and they haven't been able to do anything. They also require me to give them my ss number when it is not required because they can look you up with an account number. I have also found they are charging me more for usage than is on my meter. My biggest problem is that they keep signing me onto the dollar help program even though I do not agree to it.

Desired Settlement: Stop putting me on the dollar help program and stop asking for my social security number.

Business Response: Initial Business Response /* (1000, 10, 2015/01/21) */ Customer Info: Account ID: XXXXXXXXXX Rate: GHRES Complaint ID: XXXXXXX Comments / Resolution: Mr. ******** complaint with the Better Business Bureau (BBB) is concerning the following: The Company is repeatedly placing his account on the Dollar Help program without his authorization. Mr. ***** filed the same complaint with the Missouri Public Service Commission (MPSC) and nothing was done. He is being charged more for his usage than what his meter displays. Mr. L____ states that his main concern is being placed on Dollar Help. To resolve his complaint Mr. ***** is requesting the Company stop placing him on Dollar Help and to stop asking for his social security number. On 01/05/15, I spoke to Mr. ****** and advised him that his concerns were being investigated and I would contact him with my findings. A review of Company records revealed that Mr. ****** filed an inquiry with the MPSC on 10/28/11 when his account was placed on the Dollar Help program. It was explained to Mr. ****** at that time that his account was placed on Dollar Help on 8/29/11 when a payment was received by the bank that processes payments for Laclede Gas. The remittance stub Mr. ***** returned with his payment had the box checked indicating that the customer would like to donate $5.00 per month to Dollar Help, the remittances are computer scanned. Upon receipt of his inquiry in 2011, a copy of the remittance was requested and a closer review revealed that the box did contain a small mark but it appeared to be a random mark and not an intentional checking of the Dollar Help box. On 10/20/11, the account was removed from the Dollar Help program and the $5.00 that had been paid to Dollar Help was reimbursed to Mr. ******** account. Upon receipt of this inquiry I forwarded Mr. ********* concerns to the Manager of Credit & Collection for a thorough investigation. I explained that this was the second time Mr. ******** account was placed on the Dollar Help program without his authorization. I again had the account removed from the Dollar Help program and reimbursed his account the $3.00 that was paid to Dollar Help. The Manager of the Credit & Collection Department contacted US Bank's St. Louis Retail Lockbox Manager requesting an investigation. He explained that Mr. ******** account was inadvertently placed on Dollar Help in 2011 and 2014. The Credit & Collection Manager advised the Lockbox Manager that after this was investigated in 2011, Laclede Gas had requested that the lenses be cleaned more frequently to avoid customers being placed on Dollar Help because of a mark being construed as a check mark on the bill. The ** ******* Manager responded that the machines are cleaned on each shift daily. The Manager requested that Laclede Gas send examples of other accounts, if any, that have been set up on Dollar Help without the customer's request so they can investigate all of the accounts to find where the issue is stemming from. o NOTE: I am in the process of locating additional accounts, if any, that were placed on Dollar Help to forward to ** **** for an investigation. During the search for other accounts we have requested that US Bank investigate Mr. ********* account since this was not the first occurrence. Mr. ***** also stated that he was being billed for more usage than what his meter is reading. I reviewed Mr. ******** bills and found no record of estimated billing or different meter readings being used to calculate his bills. I gave him my fax number and requested that he fax over the bills in question. I explained the above information to Mr. ****** I further explained that for security purposes all customers are required to verify their name, the last four digits of their social security number, telephone number and their address before Customer Relations Representatives are able to release or discuss account information.

1/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On two prior occasions the Laclede Gas Company has made appointments that have required me to take off from work and not show up. On friday December 12, 2014 i arrived home to find a shut off notice on my door that my gas had been shut of because i had not allowed them in my house to conduct some type corosion inspection of my gas line. I called Laclede Gas spoke to some lady asked to speak to a supv. she stated that there was only one and he was busy this was around 6:45pm i waent on to explain to her that the first appointment was made on a saturday between 7am-12pm i took off work called twice to verify that they was comming by 12:15pm no show when i called again the lady said she would make sure i dont get those threatning to cut off my gas letters.... i set up another appointment day on a friday in november but again i work twelve hours days my appt was for 7:30 i was tired i got home called Laclede Gas and canceled. i set the next appt for December 6, 2015. Now while i was in bed after canceling on the friday the driver from Laclede Gas called me and said he was in front of my house..i informed him i had canceled and made another appointment....but since he was here i got up and let in to do the inspection..he completed then left.on December 6, 2014 a lacleds driver called to say he was enroute to my house i informed him the inspection had taken place already he stated he had no record. now my gas shut off. I asked to speak to supv still not allowed to lady said she would tlk to supv to put me on emergency to get my gas back on that night. Still wanted to talk to supv was not allowed to she said supv would call me but as of the writing of this complaint no call lacleds gas did cut my gas back on friday December 12, 2014. Product_Or_Service: Laclede Gas

Desired Settlement: First they need to acknowledge they were wrong for cutting my gas off. second they cut my gas off they need to compensate me for gas loss.Third They need to communicate better among themselves to avoid this from happening again.

Business Response: Initial Business Response /* (1000, 10, 2015/01/16) */ Laclede Gas Company Community Services Department Better Business Bureau CASD Investigator: **** ******** _________________________________________________________________________ Customer Info: Account ID: XXXXXXXXXX Rate: GHRES Complaint ID: XXXXXXX _________________________________________________________________________ Comments / Resolution: Mr. ****** contacted the BBB and stated that he made three appointments with the Company to provide access for a corrosion inspection but no one showed up. On 12/12/14, he arrived home and found a notice on his door advising him that his gas service had been shut off because he had not provided access for an inspection. He contacted the Customer Service Department to dispute the information and he advised the Representative that the order was completed by a technician who came to his home after he cancelled one of the orders. The Representative advised him that the information was not noted on his account and a reconnection order was placed on the emergency dispatching board for reconnection. Mr. ***** requested to speak with a Supervisor regarding the circumstances surrounding the disconnection of his service but he was not permitted to speak with a Supervisor, the Representative took message and advised him that a Supervisor would call him back but as of the date of his complaint, 12/15/14, no one has contacted him. To resolve his complaint, Mr. ****** is seeking a refund on his account and he wants acknowledgement that the Company was wrong for disconnecting his service. Investigation Details: On 12/17/14, I spoke to Mr. ****** and advised him that I had reviewed the recorded calls and determined that when scheduling the orders, the Representatives failed to explain that the time slot was not a guarantee and that the technician could be running a little behind. I also advised him that the Representative who told him that he would not receive additional notices pertaining to the inspection had erred in that the notices are mailed until the inspection is satisfied. Mr. ****** was assured that a copy of his complaint would be forwarded to the Director of the Customer Service Department for review and disposition. I apologized for his inconvenience and advised him that the $62.00 reconnection fee has been waived. Mr. ***** understood the information but remained dissatisfied with the Company's order scheduling process and/or the technicians not showing up at the appointed time. I advised Mr. ***** that I would refer this matter to the technicians' Foreman for further investigation and response. o Note: I referred Mr. ******** complaint to a Foreman for further investigation of his claim that the order had been completed on 11/18/14. The Foreman reviewed the route and it was determined that the order was completed on 11/18/14; however, the information was not updated in the system. This matter has been reported to the Company's IT team for disposition. The Foreman also confirmed that he telephoned Mr. ****** to discuss this matter with him but there was no answer so he left a message requesting that he return his call. Account Details: A review of the records for Mr. ********* account revealed the following: On 7/2/14, 8/7/14 and 10/7/14, letters were mailed to Mr. ****** advising that his premise was due for an ACI (corrosion inspection) and requested that he call to schedule the order. o Note: In accordance with the Missouri Public Service Commission (MPSC) Tariff, the company is required to inspect the piping to inside gas meter sets and metering equipment to ensure continued safety. On 10/14/14, a letter was mailed warning that unless he scheduled the inspection by 10/22/14, his service would be disconnected for non-compliance and if the service is disconnected, he would have to pay $62.00 to have the service reconnected. On 10/17/14, Mr. ****** contacted the Company and scheduled the order for 10/25/14, with a time preference of 8:00 AM - 12:00 PM. During this call, he stated that the Company had scheduled orders in the past and the technician did not show up; however, he did not specify what type of orders had not been completed. The records do not indicate any recent orders. On 10/25/14, Mr. ****** contacted the Customer Service Department at approximately 12:02 PM stating that the technician did not show up and that he could not wait any longer; the Representative cancelled the order and did not attempt to reschedule. She also erroneously advised the customer that he would not receive any further disconnection notices. On 10/31/14, a letter was mailed regarding the need for the ACI inspection. On 11/6/14, a letter was mailed warning of the impending disconnection of his gas service for non-compliance with the ACI inspection request. On 11/12/14, Mr. ****** rescheduled the order for 11/18/14, after 7:00 PM. On 11/18/14, Mr. ****** contacted the Customer Service Department and cancelled the order stating that due to forced overtime he would not be able to provide access; the order was rescheduled for 12/6/14 between 8:00 AM - 12:00 PM. On 12/6/14, the technician arrived at 11:36 AM to conduct the inspection but there was no access. The technician telephoned Mr. ****** and was advised by Mr. ****** that the Company had already completed the inspection 2 weeks ago. The technician noted this information on the ticket and cancelled the order. On 12/12/14, a technician was routed to the premise on a cold call with instructions to either satisfy the overdue inspection or disconnect the service. The technician reported that he was unable to gain access to complete the order so the service was disconnected at the curb at approximately 2:40 PM. The same day, at approximately 6:49 PM, Mr. ****** contacted the Customer Service Department regarding the disconnection of his gas service. A reconnection order was placed on the emergency dispatching board for a same day reconnection. The technician arrived at the premise at 7:56 PM and restored the gas service and completed another corrosion inspection. Distribution: ** ****, ** ******* ** ********* ** ********** Better Business Bureau, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

1/19/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Laclede Gas company apparently made an error on my billing throughout 2013, unbeknown to me as well. Early 2014, I received a bill with an additional $900.00 added on to my regular monthly bill. When I contacted Laclede Gas Company regarding the sudden large amount past due, they explained it as their error due to an equipment default however, by law and the commission that supports them, they're "allowed" to back bill any customer up to a year in order to regain their losses. Since this issue has occurred, I've been struggling to pay My bill every month due to the excessive amount past due- again- per THEIR mistake. They turned my gas off Friday January 2nd due to lack of ANOTHER large payment due, right after I paid 274 the month before. The overnight temperatures were considered 'lethally frigid', as it has been warned since last week. Although I informed several supervisors I have a young daughter as well as SEVERAL pets within my home and could not afford the minimum $240 they offered Me to pay to have my services restored, they basically told me I have absolutely no choice because they were doing Me a favor by not forcing Me to pay the entire $650 currently due. I pleaded, begged and cried for some sort of help because I only had approximately $140 in my checking account. I inquired about the cold weather policy that prevents families from having their heat turned off during freezing winter months as well as the Dollar Help program they request donations towards on the bills they send out. I was told I do not qualify for any assistance due to my failure to stay on track paying back the full amount they ask for- which is an excessive amount again, due to their own mistake- which they clearly acknowledged! We are freezing in my home after scrounging together $200 on Saturday in hopes to have our service restored prior to the lethally fridged temp last night. But per supervisors I spoke to Saturday, I also don't qualify as an "urgency"for services restored due to the LARGE Amount past due!!! Product_Or_Service: Gas Account_Number: XXXXXXXXXX

Desired Settlement: I personally believe Laclede Gas needs to cut their losses in regards to the errors THEY made on my billing throughout 2013. I didn't realize I wasn't being billed correctly either, therefore I paid my bill as required to do for the amount listed throughout 2013. As the customer, I shouldn't be required to pay the cost/ differences of their error and further more, have my family, my pets as well as myself pay the consequences for not having the funds available to afford the difference!

Business Response: Initial Business Response /* (1000, 5, 2015/01/12) */ Customer Info: Account ID: XXXXXX-XXXX Rate: GHRES Complaint ID: XXXXXXX ___________________________________________________________________________ Comments / Resolution: Ms. ******** BBB Complaint is concerning the disconnection of her gas service after a corrected bill was rendered on the account. She stated that her account was adjusted because of equipment failure and an additional $900.00 was added to her bill. Ms. ***** stated that she has been struggling to pay her bill and thus her service was disconnected after she failed to pay another large payment right after she paid $274.00 on her account. Ms. ***** claimed that she inquired about the Cold Weather Rule policy which she believed prevented the Company from turning off gas service during freezing winter months as well as the Dollar-Help program but was told that she did not qualify for assistance because she failed to pay her bill. To resolve her complaint, she wants the Company to remove the charges which she contributed due to company error. She also claimed she did not realize she wasn't being billed correctly and that she paid her bill as required throughout 2013. On 1/9/15, I contacted Ms. ***** and reviewed her bills and payment history in detail with her. I explained that she was correctly advised that the Company's tariffs do allow us to go back and make corrections on the account when an undercharge occurs and while we cannot write off gas that was used; we do offer long term payment arrangements on the bill. I clarified that from the period of 7/21/13 - 4/16/14, she was only billed $284.21 because the AMR module was not transmitting her usage and that the bulk of this bill was an accumulation of the minimum customer charge bills of $19.50 plus tax. I further explained that the corrected bills for the same period totaled $898.15, leaving a difference of $613.94. I advised Ms. **** that a spreadsheet would be forthcoming depicting her bills and payment history as well as a breakdown of the adjusted bill. Ms. ***** was advised that when her payment plan was originally established, it was set up incorrectly and this error contributed to her gas service being disconnected for non-payment. However, subsequent arrangements (2) were set up correctly but she failed to make the required payment by the delinquent date, thus the arrangements cancelled and the severance processes started again. Ms. ***** was also advised that because she failed to make the payment or call to inquire about other payment arrangements options, the service was disconnected again (2 occasions). I apologized that we could not honor her request for a same day turn on 1/3/15. I advised Ms. ***** that while I could not waive the bill in its entirety, I did waive the reconnection charges incurred after each of the disconnections and credited her account $186.00. I clarified that as of 12/16/14, her account balance was $763.71 and after crediting her payment of $200.00 and the $186.00 in reconnection fees, the balance due on her account as of 1/9/15 is $377.71. As for the Cold Weather Rule Payment plan, I clarified that this payment option is available from November 1 through March 31 and that this plan was not an option in July. I offered to establish her on the CWR budget plan beginning with her next bill, which will be mailed on 1/20/15; the budget amount will be approximately $105.00 per month. Ms. W___ accepted my offer and was satisfied with the resolution of her complaint.

1/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I closed my Laclede Gas account 11/26/14 #XXXXXXXXXX and received my final bill of $436.70. I called the XXX-XXX-XXXX telephone number on my bill waited to talk to a representative to request payment arrangements to pay off the final bill as I am unable to pay that large of an amount at one time. I was told that Lacelede Gas does not make payment arrangements on final bills. I told the representative that that policy was rediculous, and asked to speak to the next person up the line. He said that they were already listening on the line. It seemed that it was to no avail to pursue it further. I told him that paying it in full was not an option for me that is why I contacted him, and would he prefer that I be like many other people who have balances and simply don't pay at all? He repsonded with some divelish tripe at which point I terminated our conversation. Any business that refuses to have a payment arrangement is doing so to set themselves up to litigate and pad their coffers with additional charges, legal fees, court costs, lawyer fees, and the like. That is wrong! It is unethical! It is unjust! They get away with it because people need energy! PEOPLE NEED LACLEDE GAS TO HAVE ETHICS! What can the BBB do about these criminals operating as a business? Product_Or_Service: Energy Account_Number: XXXXXXXXXX

Desired Settlement: I would like to have a payment arrangement of $50 per month until the balance is paid in full.

Business Response: Initial Business Response /* (1000, 8, 2015/01/16) */ Customer Info: Account ID: XXXXXXXXXX Complaint ID: XXXXXXX Rate: GH Residential Comments / Resolution: Ms. ****** contacted the Better Business Bureau regarding her final bill in the amount of $436.70. Ms. ******* stated that after she closed her gas account, she received her final bill and contacted the Company inquiring about payment arrangements. The Representative advised her that Laclede Gas does not make arrangements on final bills. Ms. ****** requested to speak to the next person up the line and was advised by the Representative that they were already listening to the call. Ms. ******* believes that the Company wants her to be like other customers and not pay her bill. To resolve her complaint Ms. ****** is requesting payment arrangements of $50.00 per month until the balance is paid in full. A review of Company records revealed the following: On 11/21/14, Ms. ****** contacted the Customer Relations Department and requested to stop service on 11/26/14. On 11/26/14, the gas account closed for Ms. ****** On 11/26/14, a final bill was rendered reflecting a final balance in the amount of $436.70; the due date was 12/08/14 and the delinquent date was 12/22/14. On 12/30/14, Ms. ****** contacted the Customer Relations Department regarding her final bill (I listened to the call). She advised the Representative that she was calling to make payment arrangements on her final bill. The Representative advised her that the Company does not make arrangements on final bills, he advised her that if the balance is not paid in 40 days the account is forwarded to an outside collection agency. Ms. ***** stated that was ignorant, and requested to speak to a Supervisor. The Representative offered to have a Supervisor call her back but she declined, she stated she was at work. The Representative apologized that he was unable to set up payment arrangements. Ms. ****** advised him that she would send in payments and the Company can send her to collections since that is the policy and she terminated the call. NOTE: Ms. ***** was advised correctly by the Customer Relations Representative that the Company does not make arrangements on final bills. On 01/09/15, I made an unsuccessful attempt to reach Ms. ***** to discuss her complaint. I left a detailed message for advising her that she was properly advised by the Customer Relations Representative. I advised her that although we are unable place her final balance on payment arrangements, she will not accrue any additional charges. I left my contact number for her to return my call if she has any additional questions or concerns.

1/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Started 1-2-14 on auto billing 2-27-14 called 142.31 told it wasn't possible and all elec bill attached. I same month gas bill high has man checked everything and said my house was in service merchandise didn't help, stopped auto took 233.55 from acct bk gave it back and took less I kept getting big bills I didn't owe I have never been on paying so much a month. I always paid in full, they took another $104.22 our of my bk had to give it back and I left another bk. Laclede left told LG to turn off gas. I put a elec heat pump and water heater in 7-9-14 Repeatedly high bills I want with them cost me over 4000 for heat pump and water heater.

Desired Settlement: I talked to an attorney she said I have a case but it was $295/hr I'm old can't afford she told me to write a complaint and BBB I want the phone calls and bank debits to stop and bill each month I don't give I have every receipt for a year to show this I wouldn't have an 803 credit score if I was bad pay.

Business Response: Final Consumer Response /* (3000, 8, 2015/01/14) */ I just got a phone call with **** with Laclede and she said she was going to stop charging me for things I do not get. I don't think they would have resolved this if it weren't for you. Thank you.

1/12/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Laclede Gas incorrectly billed my account, and, although acknowledging "mistakes on their end", according to a supervisor named ***, is unwilling to correct the billing for the account. Product_Or_Service: Natural Gas Service

Desired Settlement: Money should be credited to my account to coincide with the bills I have received.

Business Response: Initial Business Response /* (1000, 5, 2014/12/31) */ Customer Info: Account ID: XXXXXXXXXX Rate: 2RL Complaint ID: XXXXXXX Comments / Resolution: Mr. ***** contacted the Better Business Bureau to dispute a service initiation fee. He stated that his first bill amount was $55.18 which included the $25.00 service initiation fee; that was the amount he paid. Mr. ******** second bill reflected a charge in the amount of $6.25 showing it was for the service initiation fee. He contacted the Company and was assured by a Customer Relations Representative that it would be taken care of, as of yet this matter has not been resolved. Mr. ***** spoke to a Customer Relations Supervisor (Mr. ******* regarding the service initiation fee being billed to him continuously, and the Supervisor hung up on him. o NOTE: Prior to receiving this inquiry Mr. ****** reached out to because Mr. ***** sent an e-mail to the Customer Service Department regarding his incorrect billing and Mr. ****** hanging up on him. In the e-mail Mr. ***** stated that he contacted the MPSC and the BBB. Mr. ****** stated that although it was not a great conversation, he did not hang up on Mr. ******* A review of Company records revealed the following: On 07/28/14, Mr. ***** requested to start service at **** ***** *** Apt B effective 08/11/14. On 08/15/14, a bill was rendered in the amount of $25.00 for the service initiation fee for **** ****** Ln.; the amount due was $6.25. On 08/21/14, Mr. ***** contacted the Customer Relations Department and established gas service at *** ****** *** Apt B., and cancelled start service at **** ******* Mr. ***** stated that was the wrong address. On 09/16/14, a bill was rendered reflecting an amount of $8.43 for gas charges from **** ****** *** from 08/12/14 to 08/21/14, and $30.18 for *** ***** *** On 09/24/14, payment in the amount of $55.18 posted ($30.18 gas + $25.00 initiation fee). On 10/16/14, a bill was rendered reflecting an account balance of $64.68 ($31.25 current charges + $8.43 for **** ***** + $25.00 initiation fee). The previous balance reflected on the bill of $88.61 ($8.43 + $30.18 + $25.00 initiation fee for ***** + $25.00 initiation fee for ******* On 10/21/14, Mr. ****** contacted the Customer Relations Department regarding his account balance. The Representative advised him that she would correct the account to reflect he is only due for his current gas charges of $31.25. On 10/23/14, a corrected bill was rendered reflecting a credit for the $8.43 gas charges for ****** On 10/27/14, a payment in the amount of $31.25 posted. On 11/14/14, a bill was rendered reflecting an account balance of $80.44 (current charges $50.22). On 11/20/14, Mr. ***** contacted the Customer Department and requested to speak with a Supervisor regarding the $25.00 initiation fee; the Representative took a message and advised Mr. P____ that a Supervisor would call him back. On 11/21/14, a call was made to Mr. ****** a message was left advising him that a Customer Relations Supervisor (Mr. ******) confirmed that $25.00 will be credited, and advised Mr. ***** to pay $49.19. Later on 11/21/14, Mr. ***** called back and was advised by a Customer Relations Representative that the $25.00 initiation fee was removed and $49.19 was due. On 11/22/14, a payment posted in the amount of $50.22. On 12/15/14, a bill was rendered reflecting an account balance of $80.55. The bill reflected the $25.00 initiation fee for ****** was waived. On 12/22/14, a payment in the amount of $50.33 posted. On 12/22/14, Mr. ***** contacted the Customer Relations Department regarding his bill reflecting $6.25 initiation charge. Mr. ****** requested to speak to a Supervisor; his call was transferred to Mr. ******. Mr. ****** advised Mr. ***** that the $6.25 initiation fee is showing due because the $25.00 was spread over 4 installments. Mr. ****** explained that when the $25.00 was paid with the first bill, only $6.25 applied to the service initiation fee and the remaining $18.75 went towards gas. Mr. ***** disagreed with owing $80.55, Mr. ****** explained, $74.30 is for gas and $6.25 is the installment fee for the service initiation fee. Mr. ***** stated he was not paying the $6.25. Mr. ***** called back and advised a Customer Relations Representative that Mr. ****** had hung-up on him, and he requested to speak back with Mr. ******. The Representative tried to reach Mr. ****** but there was no answer. Mr. ****** stated he would call back in 20 minutes if he does not get a call back. The Representative took a message to have Mr. ****** call Mr. ****** A Customer Relations Supervisor (Ms. ****) called Mr. ***** on Mr. ******'s behalf in attempt to explain his bills and payment break-down. Ms. **** called and left a voice mail message requesting Mr. ****** call her back. Mr. ***** called back, and the Customer Relations Representative transferred the call to Ms. ****. Ms. **** explained that when he paid the $55.18 the entire $25.00 did not pay the initiation fee because the account was set to have the $25.00 initiation fee paid in 4 installments, so only $6.25 went towards the initiation fee. Ms. **** also advised Mr. ****** that due to his inconvenience and as a customer service gesture she would waive the $25.00 initiation fee for his account on ***** and also send him a break-down of his bills and payments. o NOTE: ON 12/22/14, the $25.00 service initiation fee was waived. On 12/26/14, I left a message for Mr. ***** requesting that he call me back directly at XXX-XXX-XXXX if he has any additional questions or concerns. I advised him that his account reflects that the $25.00 initiation fee had been waived.

12/30/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: attempted extortion in exchange for gas service On September 25, 2014 I was denied service by Laclede Gas. The reason for denial stated by Laclede Gas was that I had a person living on my premises who owed Laclede Gas approximately 2000 from a separate premises. I was not benefit of service at the separate premises where the debt was incurred. Laclede Gas stated that the person was receiving "benefit of service" at my home, and to receive gas service I would need to pay the amount of the individuals debt (approximately 2000) or provide affidavit stating that the person does not reside at my home. This is not how the term "benefit of service" applies. In fact, MO Law states if I have any person living at my home who owes Laclede Gas or any other utility a debt incurred at a separate premises where I was not "benefit of service", Laclede Gas cannot deny my service and ask me to accept those persons debt in order to restore my service. This is exactly what they did. The reason for my denial was illegal and amounted to extortion. I contacted Laclede Gas on September 25, 2014 and stated that the reason for denial was not included in 4 CSR 240-13.035 Denial of Service, and I requested that the reason be provided in writing, per 4 CSR 240-13.035(1). The Missouri Public Service Commission was successful in contacting Laclede Gas and my gas service was effectively restored without further issue or inquiry by Laclede Gas. On Sept 30, 2014, ****** ******* (Laclede Gas Community and Agency Relations Dept) stated that the reason for my denial was mistake. During the week of September 30, 2014 I contacted Laclede Gas Agency and Community relations representative ******** ******* and again requested the reason for gas service denial on September 25, 2014 to be provided in writing, per 4 CSR 240-13.035(1). On October 7, 2014 I contacted a Laclede Gas customer service representative at the Laclede Gas customer service phone number and made a third request for the September 25, 2014 denial of service in writing, per 4 CSR 240-13.035(1). On October 22, 2014 I spoke with Laclede Gas Diversion Team representative Gary (last name unknown) and made a fourth request for reason for the September 25, 2014 denial of service in writing, per 4 CSR 240-13.035(1). As of the date of this complaint record, I have not received the reason for the September 25, 2014 denial of service in writing, as required by 4 CSR 240-13.035(1) This correspondence serves as filing a complaint against Laclede Gas for failure to comply with 4 CSR 240-13.035(1). Laclede gas attempted to knowingly and illegally extort approximately 2000 dollars from me in exchange for gas service on September 25, 2014. Laclede Gas has failed to comply with 4 CSR 240-13.035(1). Extortion for any purpose is not a matter which should be taken lightly, especially when extortion is attempted by a utility provider for service. In summary, the definition of denial of service from MO state rule 4 CSR 240-13.015 is "Denial of service means the utility's refusal to commence service upon an applicant's request for service at a particular location;" According to defintion, I was denied service on September 25, 2014. My complaint is that Laclede did not