Spire

I requested this over a month ago. If I was late they would charge me a penalty. I also have a credit Also why wasn't the full credit of over $470 sent. They also should check HOW I mistakenly got enrolled into the extra $1 because it may happen again . I think a $75 good will credit should be added for all my troubles. I've never been late on a payment and always paid in full but when its on them they dropped the ball twice.
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: if the bill was correct when they sent it to me in March, the bill would have been paid. Their own error that they are admitting has permitted my payment to be delayed which means I should not had my service disconnected nor should I be...

paying to restart a service that should not been disconnected. How can you threaten me with disconnection of a service for nonpayment when your error is the reason for the nonpayment? Plus, their own records says they corrected the bill, but no notice of the correction was sent out, they only sent out bills with disconnection threats on the bill. However, the dates on the bill said $620.23 " Due by 04/23/18 and late fees assessed after 04/30/2018 which led me to believe that I had until those dates to pay my bill or be disconnected. Spire miscommunicated a bill that created all of this, and then threaten me with disconnection for a bill they forced me to pay late. Last but not least, one of the supervisors said the letter of disconnect came in a white envelope but on spire website it says all communication from Spire would come in orange envelopes so I do not read all mail because of the flood of junk mail that comes to my home but if Spire had sent anything regarding disconnection in the orange envelopes that they guarantee all of their mail to come in, I would have caught the disconnection notification. However, Spire is attempting to make their customers pay for their mistakes, and I refuse to accept such treatment. Spire needs to correct it's professionalism.     
Sincerely,
[redacted]

Tell us why here......

                                        ...⇄ Laclede Gas Company                                    �...⇄ Community Services Department                                   ...⇄ Revdex.com Received 9/22/17                                    �...⇄ CASD Investigator: [redacted]______________________________________________________________________...⇄ Customer Info:                 Account ID:[redacted]                                    Complaint ID: 1[redacted]                                  �...⇄                                                           ...⇄                                         ...⇄    Rate: GH Residential      ________________________________________________________________________________...⇄ / Resolution: Mr. [redacted] filed a complaint with the Revdex.com on 9/22/17. Mr. [redacted] states he contacted Laclede Gas in July of 2016 to establish gas service under his company’s name at [redacted]. and indicated the forwarding address for the bills were to go to [redacted]. Mr. [redacted] states he received a phone call in February 2017 from an automated call that he had an outstanding bill in the amount of $662.00. Mr. [redacted] contends he was not aware of any outstanding bills. He contacted the company and after investigation it was found the outstanding bill of $662.00 was from [redacted].   Account Details:  On 6/30/16 Mr. [redacted] called into the office and requested gas established in his company’s name effective 7/1/16. Mr. [redacted] did request that all bills be forwarded to his P.O. BOX.Due to the fault of the representative, he noted in the computer the forwarding address for billing however he did not complete the transaction into the system to correctly enter the forwarding address. Bills were rendered to the service address in the company’s name effective 7/1/2016.On 12/27/16 a representative from the business called in to inquire about the account balance. The total amount of $203.09. During this call, no mention was made no bills were being received or confirm that billing should have stopped or to confirm if new tenant called to obtain services.              NOTE: Spire does acknowledge the representative failed to properly enter the forwarding address into the system correctly. It is also the responsibility of the customer to contact the office when they are not receiving monthly billing statements and to schedule a stop service or to call and confirm a new party as called to assume responsibility for billing.  A payment of $203.09 was received on 6/23/17 reducing the balance to $459.41. We are holding Mr. A’s__ company responsible for the bill unless the new party calls and assumes responsibility for the bill. Gas services have been provided to the address at [redacted] and the company will be more than happy to complete a name change and correct the bill once the responsible party calls. Until this is done we show that Mr. [redacted] called the office to start services but did not contact the office to stop the service/billing.  We have coached the representative who took the request to start service in June 2016 and gone over the proper procedure to add/enter forwarding address for billing purposes.               Distribution:  [redacted], Revdex.com, FileTHIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Initial Business Response /* (1000, 5, 2015/12/22) */
Laclede Gas Company
Community Services Department
Revdex.com
CASD Investigator: [redacted]
________________________________________________________________________________...⇄
Customer Info: Account...

ID: XXXXXXXXXX Rate: GHRES Complaint ID: XXXXXXX
________________________________________________________________________________...⇄ /> Comments / Resolution:
Ms. [redacted] contacted the Revdex.com and stated the following:
Ms. [redacted] 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. [redacted] contacted the Company to reschedule the appointment but the Representative erroneously failed to reschedule the appointment.
The technician arrived on the date Ms. [redacted] 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. [redacted] had to schedule a third appointment.
Desired Resolution: Ms. [redacted] 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. [redacted] 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. [redacted] was charged the HSI fee of $150.00.
On 11/03/15, Ms. [redacted] 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. [redacted] 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. [redacted] was advised that her concerns would be investigated.
On 11/09/15, Ms. [redacted] scheduled the re-inspection for 11/12/15.
On 11/12/15, the re-inspection passed. Ms. [redacted] was charges $92.50 for the re-inspection.
Later, on 11/09/15, a Customer Service Supervisor contacted Ms. [redacted] 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. [redacted] complaint, I forwarded her concerns to a Foreman for his review. The Foreman advised me that after reviewing Ms. [redacted] 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. [redacted] 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: [redacted] Revdex.com, 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!~

Initial Business Response /* (1000, 5, 2015/10/29) */
Comments / Resolution:
Mr. [redacted] contacted the Revdex.com 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. [redacted] 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 [redacted] and ** determined that both units were due for a corrosion inspection.
On 7/17/15, Mr. [redacted] contacted the Customer Service Department and scheduled the inspection for Unit 1W for 7/22/15.
On 7/22/15, Mr. [redacted] 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 [redacted]
On 7/30/15, a letter was mailed to Mr. [redacted] 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. [redacted] contacted the Customer Service Department and stated that he thought the technician who investigated the gas odor completed the inspection for Unit [redacted] The Customer Service Representative (CSR) explained that the order was not completed and while checking further, Mr. [redacted] 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. [redacted] 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. [redacted] contacted the Customer Service Department and the CSR noted that she explained that access was needed to complete the inspection for Unit [redacted] however, Mr. [redacted] 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. [redacted] 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. [redacted] and explained that the gas service was disconnected on 7/22/15 due to leaks in his fuel run at [redacted] however, the account was not finaled out in our system, thus the reason he is still receiving gas bills. Mr. [redacted] 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. [redacted] did not schedule the turn off. With regard to the status of the inspection for Unit [redacted] the Supervisor notes that she advised Mr. [redacted] that the inspection was still needed because there is no work order for Unit ** . Mr. [redacted] 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. [redacted] request asking that someone call Mr. [redacted] on 10/27/15 to schedule the order.

In addition to the Revdex.com Inquiry, the CASD also received Mr. [redacted] complaint via a Missouri Public Service Commission (MPSC ) inquiry on 10/23/15. Mr. [redacted] 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 [redacted] 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. [redacted] regarding the inspection for ** are valid.
The Foreman telephoned Mr. [redacted] and explained the above findings to him. Mr. [redacted] 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. [redacted] 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. [redacted] 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. [redacted] has been properly informed and the billing issue was addressed by the Supervisor, the CASD did not contact him.

Distribution: [redacted] Revdex.com, File
THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

02/21/2018: Mediator emailed consumer for update.02/22/2018: This issue can be closed.

Initial Business Response /* (1000, 5, 2015/08/28) */
Laclede Gas Company
Community Services Department
Revdex.com
Received: 8/18/15
CASD Investigator: [redacted]
Customer Info: Account ID XXXXXXXXXX Complaint ID: XXXXXXX
...

Rate: GH Residential
Comments / Resolution:
Ms. [redacted] filed an inquiry with the Revdex.com and stated the following:
She is in a disagreement with the Company as to who is responsible for paying the gas bill at 4988 [redacted] St.
She feels that she does not have to pay for the service because the bills were in [redacted] 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. [redacted] 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 [redacted] indicates that on 12/18/14, the gas service was turned on at this address in Ms. [redacted] name. At the time the service was started, Ms. [redacted] informed the Customer Service Representative (CSR) that her roommate, Ms. [redacted] had moved out of the apartment [redacted] The CSR noted that he explained the benefit of service policy to her, which means that both she and Ms. [redacted] 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 [redacted] to the [redacted] 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. [redacted] contacted the Customer Service Department and disputed the transferred balance; she denied living with Ms. [redacted] at the [redacted] 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. [redacted] advising that the transferred debt would remain her responsibility because a Social Security Number trace had placed her at the [redacted] address during the time the bill was incurred. Ms. [redacted] 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. [redacted] 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. [redacted] 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. [redacted] advised the CSR that the Company could just go ahead and disconnect her because does not have any money. Ms. [redacted] 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. [redacted] disputed the bill. The Supervisor reiterated that the previous investigation determined that she did benefit from the service and Ms. [redacted] replied that she had submitted information to the Company and the Revdex.com 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. [redacted] 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. [redacted] 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: [redacted] Revdex.com, File
THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION
Initial Consumer Rebuttal /* (1500, 7, 2015/08/28) */

Complaint: [redacted]
I am rejecting this response because: you have got to be kidding me. I am not going to pay that full balance. I refuse to. I cannot believe that this company cannot take any responsiblity or show any integrity.  You did not do your job. I called and paid my bill after it went to collection. You then still had it scheduled for disconnection after the fact, provided free service and want the customer to pay for the colossal mishandling. Not once have you even offered to credit anything from this bill due to YOUR error. All you have done is lowered the amount to avoid disconnection. How about we go dutch? How about you offer to credit half the bill, because apparently a multi million dollar company who has a monopoly of almost a whole state cannot afford to wipe away a $600 balance. Does that not sound fair? I am not paying that entire balance, not even if you give me a year to do so. 
Sincerely,
[redacted]

Good evening, I am investigating [redacted] account and concerns immediately.  Thank you for being so patient as I thoroughly review the account.  I will responding ASAP to provide the completed report with [redacted] account summary.Thank you! [redacted]

Initial Business Response /* (1000, 5, 2015/07/14) */

Comments / Resolution:
Ms. [redacted] filed an inquiry with the Revdex.com 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. [redacted] 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. [redacted] 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. [redacted] is requesting that the Revdex.com investigate her concerns.
To resolve her complaint Ms. [redacted] is requesting an explanation of her account balance.
My investigation of Ms. [redacted] complaint revealed the following:
On 12/05/13, Mr. [redacted] 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. [redacted] 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. [redacted] 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. [redacted] regarding her Revdex.com 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. [redacted] appeared to understand my explanation and thanked me for contacting her.

Tell us why                                         ...⇄ Laclede Gas Company                                    �...⇄ Community Services Department                                   ...⇄ Revdex.com Received 11/21/17                                    ...⇄ CASD Investigator: [redacted]______________________________________________________________________...⇄ Customer Info:                 Account ID:[redacted]                                    Complaint ID: [redacted]                                   ...⇄                                                           ...⇄                                         ...⇄    Rate: GH Residential      ________________________________________________________________________________...⇄ / Resolution: Mr. W­­__ filed a complaint with the Revdex.com stating he hired Spire to perform a gas inspection prior to purchasing his home at [redacted] M_____ St. Mr. W__ states prior to the inspection there was a strong odor of gas which Spire sent a technician out to investigate. The technician noted on the report there were no leaks found despite the noticeable strong odor as soon as the front door was opened. Immediately after Spire’s inspection, Mr. W__ states he visited the property and noticed the strong odor had not ceased. He contacted Spire’s emergency line to report the gas odor. Spire dispatched two service technicians who initially stated they didn’t know how gas could be smelled considering the gas has been off. The service technicians discovered contrary to their system, the gas had not been shut off at the property. The service technicians entered the home and acknowledged the strong odor. Mr. W__ states the technician advised they could not find the gas leak and stated they will shut the gas off and the technician that will be assigned to turn the service back on will check for any leaks. Since Spire’s inspector failed to locate the leak and erroneously marked their inspection as “passed”, the original owner had no liability to correct the problem and Mr. W_____ were held by contract to complete the sale and take possession of the property. Recently, he had a licensed plumber come to assess the water heater in the home and the plumber found there was a major gas leak in the appliance that should have been discovered by Spire’s technician.   Account Details:  On 9/19/17, Spire performed a Home Sale Inspection at [redacted] M__ Ln., and noted that all appliances passed.On 9/19/17, later in the day Ms. W__ reported a slight odor of gas inside. A Spire technician was immediately dispatched and found a leak in the fuel run, leaving the gas service off for repairs. On 10/03/17, Ms. W__ contacted customer service and requested gas to be established in her name effective 10/7/17.On 10/7/17, a technician completed a gas safe inspection and turned the gas on. On 11/20/17, Ms. W__ contacted the office and was upset because she did not have hot water. She was advised that there would be a service charge; Ms. W__ advised the Representative that she should not be held responsible for fees to repair the water heater. She stated that she would not have purchased the property if she would have known the water heater required repairs. The Representative sent the information to a Foreman and requested charges be waived. The customer also requested a letter stating the gas service was successfully turned on effective date 10/7/17.On 11/21/17, the foreman contacted the customer and arranged to replace the gas valve on the water heater at no charge. The foreman indicated the valve at the water heater cycled off and on was the reason the leak could not be detected at the time of the inspection. On 11/21/17, Mr. W__ filed a complaint with the Revdex.com. On 11/27/17, a technician was routed to the address of [redacted] M__ Ln. and replaced the water heater valve at no charge.  Resolution: On 11/29/17, I contacted Mr. W__ to discuss his complaint in which Mr. W__ requested the water heater to be replaced. This was requested was denied by the foreman. Mr. W__ then requested to speak with someone higher regarding his concern of his family and his complaint of the water heater valve which was installed on 11/27/17. Mr. W__ demanded a return call by 3PM or he would contact his attorney. The foreman contacted Mr. __ who agreed to waive the $150.00 Home Sale Inspection fee and to issue a 60 day warranty on the water heater valve. **My apologies, the Foreman noted on the account a 60 day warranty, not a 6 month warranty**                            Distribution:  [redacted], Revdex.com, File                       THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION here...

Good evening, here is proof the meter wasn't tampered with showing the key lock still in place on May 8, 2017, Here are the pictures.  I will send the damage of what they did to the meter in another email. [redacted] The video is a MP4 that needs to be condensed I have it as well, I will...

send it.  Here are the pictures of the damage that [redacted] Company did to the meter in February of 2017. One shows the unions left on the ground as well the other shows the pipe were the meter was detached from the siding and there is a gap on it. As well, if you need to point reference that my husbands business is a legal operating business, you can look up the Articles Of Organization via the Secretary of State Of Missouri's website. They are on there along with the the registered agent.

Initial Business Response /* (1000, 5, 2016/02/05) */
Laclede Gas Company
Community Services Department
Revdex.com
CASD Investigator: [redacted]
February 5, 2016
____________________________________________________________________________
Customer Info: Account ID:...

XXXXXXXXXX Complaint ID: XXXXXXX
Rate: GH Residential
___________________________________________________________________________
Comments / Resolution:
Ms. [redacted] complaint filed with the Revdex.com 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. [redacted] 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. [redacted] 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. [redacted] 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. [redacted] 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. [redacted] wants the reconnection fee waived.
Investigation Results:
A review of the gas account records determined that prior to Ms. [redacted] 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. [redacted] 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. [redacted] 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: [redacted] Revdex.com, File

Laclede Gas Company...

                                        ...⇄ Community Services Department                                         ...⇄ Revdex.com Received 06/21/17                                         ...⇄ CASD Investigator: [redacted] ________________________________________________________________________________...⇄         Customer Info:                Account ID: [redacted]                                   Complaint ID: [redacted]                                         ...⇄                                                            ...⇄    Rate: GH Residential                                   ________________________________________________________________________________...⇄ Comments / Resolution: Ms. [redacted] filed a complaint with the Revdex.com stating her situation occurred in 2016 when Laclede Gas installed new pipes in her neighborhood.  The Company failed to hook up new pipe to the furnace inside her home and when her gas service was restored they assumed the gas was flowing through the house but did not realize it was not resulting in her pipes freezing busting out the ceiling in the Dining room.   Ms. [redacted]_ spoke to a Claims manager on several occasions and provided him with the documents he requested but has not heard back from him.  Ms. [redacted] spoke to his secretary 2 months ago who assured her he would call her or e-mail her and she still has not heard back from him.  Ms. [redacted] has called over 40 times over the past 5 months and this matter still has not been resolved.  She feels this is very lack in the Company and shows how undesirable it is to work with a Corporate Company such as Laclede/Spire.    To resolve her complaint she wants her pipes repaired.  She has submitted 3 bids from different contractors ($850.00, $901.00 and $1,275.00).   Upon receipt of the complaint I forwarded Ms. [redacted]_’s concerns to [redacted] in the Claims Department and the Regional Customer Service Coordinator who reviewed the account and stated that this home is located in a Cast Iron Replacement Area and was vacant during the time the piping was being replaced.  When Ms. [redacted]_ called in for a turn on; there was no electric and the boiler did not come on for the technician.   Account Details:   04/24/15, the gas service at [redacted] was disconnected for Non-Payment. 01/05/16, the gas was turned on, the water heater and range were working but the boiler was left off due to no power.  The service was on the old main which still had the capacity to support the water heater.  02/05/16, Construction & Maintenance abandon the main not realizing gas had been established for this address. 02/08/16, the gas service was unable to be restored due to the meter needed to be relocated outside. 02/09/16, the meter was relocated outside, water heater was left off due to no water, range was left off but the boiler was turned on.   On 06/30/17, [redacted] spoke to Ms. [redacted]_ he stated that follow up could have been better on his part. They agreed to settle for $890.00; he stated that the property is not in Ms. [redacted]_ name and once she provides proof of ownership he will send her a check for the $890.00 for the repairs.     Distribution:  [redacted], Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Good evening,I'm sorry, I am still working on [redacted] complaint.I will work to provide a response, ASAP.Thank you![redacted]

Initial Business Response /* (1000, 5, 2015/08/17) */
Laclede Gas Company
Community Services Department
Revdex.com
CASD Investigator: [redacted] _________________________________________________________________________
Customer Info: Account ID: XXXXXXXXXX Rate: GHRES ...

Complaint ID: XXXXXXX
_________________________________________________________________________
Comments / Resolution:
Ms. [redacted] contacted the Revdex.com 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. [redacted] wants an affordable payment plan.
Investigation Details:
Prior to the receipt of Ms. [redacted] complaint, her gas service was routed for disconnection and the order was completed on 8/12/15.
Ms. [redacted] 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. [redacted] and explained the investigation results to her. I apologized for the inconvenience and scheduled an order to restore her service the same day. Ms. [redacted] was also advised that she would not be charged a reconnection fee. I advised Ms. [redacted] 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. [redacted] opted for budget billing. Ms. [redacted] 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: [redacted] Revdex.com, File
THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Laclede Gas...

Company                                    �...⇄ Community Services Department                                   ...⇄ Revdex.com Received 9/5/17                                     ...⇄ CASD Investigator: [redacted]______________________________________________________________________...⇄ Customer Info:                 Account ID:[redacted]                                    Complaint ID: [redacted]                                   ...⇄                                                           ...⇄                                         ...⇄    Rate: GH Residential      ________________________________________________________________________________...⇄ / Resolution: Mr. [redacted] filed a MPSC complaint on 9/5/17 which states his gas service was disconnected on 8/10/17 and remains disconnected. Mr. [redacted] claims the disconnection notice gave him until 8/11/17 to make payment and his payment was made on 8/10/17, however his services was still disconnected. Mr. [redacted] states Laclede Gas now wants to add $150.00 deposit with the first bill after service is reconnected but Mr. [redacted] believes he will be back in the same situation. Mr. [redacted] contends he can pay past due plus the reconnection fee but wants deposit waived so he won’t get disconnected again. Mr. [redacted] requests disconnection investigated.   Account Details: On 6/20/17 a bill was mailed to Mr. [redacted] in the amount of $281.70, the amount due under the cold weather rule budget payment plan arrangement was $93.88. This amount was due on 7/5/17 and delinquent on 7/12/17.  On 7/20/17 a bill was rendered to Mr. [redacted] in the amount of $312.73 for the full balance, however only $189.17 was due for his cold weather rule budget payment agreement. This amount was due on 8/4/17 and delinquent on 8/11/17. This bill included an IMPORTANT MESSAGE which stated: Attention-Your account is currently past due. Please pay immediately to avoid additional late fees or collection activity. If you have made a payment, please disregard this message. Thank you. On 7/21/17 a URGENT NOTICE:PAYMENT NEEDED TO PREVENT SERVICE DISCONNECTION NOTICE was mailed to Mr. [redacted]. This letter stated: once your natural gas service is turned off, we can only restore service after you have made an advance payment that included your amount due and more than $200.00 in security deposits and reconnection fees.On 7/31/17 a FINAL DISCONNECTION NOTICE was sent to Mr. [redacted]_ which read the balance due was $312.73 and the amount to avoid disconnection of the service by 8/4/17 would be $188.57.On 8/4/17 a payment of $76.17 was received.On 8/10/17 a technician was routed to the address to disconnect the service for nonpayment.Mr. [redacted] contacted our office on 8/10/17 and was advised the amount to restore the service is $340.00 which is 80% of his gas balance of $236.56 ($190.00 rounding to the nearest dollar) + (150.00 deposit) $340.00, the $62.00 reconnection fee was to be billed on his first bill after the service was restored. Mr. [redacted] was not happy with this and used vulgar language and continued to do so after being asked to refrain from such language. Mr. [redacted] called back and was given the same amount to restore the services $340.00 but was advised the remaining 20% unpaid balance could be set up on a 3 month payment arrange with current charges billed to him after the services were reinstated.  Note: Considering the prior payment history on [redacted]’s account ([redacted]) I am willing to accept $257.30 to restore the gas service and bill the $62.00 reconnection fee and waive the $150.00 deposit as a courtesy.    Distribution:  [redacted], Revdex.com, FileTHIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Laclede Gas...

Company                                    �...⇄ Community Services Department                                   ...⇄ Revdex.com                                         ...⇄ Received: 9/25/17                                    �...⇄ CASD Investigator: [redacted] Customer Info: Account ID: 7553430000                                        Complaint ID: [redacted]         Ms. [redacted] filed an inquiry with the Revdex.com stating the following:   July 2017 customer contends she received a past due bill from the company in the amount of $630.00 from an address that she had never heard of.  Ms. [redacted] states she was sent a fraud form, which she completed and returned as well as filing an official police report.   Ms. [redacted] also states Spire sent the account to collections, and now they have attached it to her current with them.   To resolve her complaint, Ms. [redacted] has assumed responsibility for the bill from the correct address of 12345 Jane Doe Ray St. and has requested a payment arrangement be installed for her to pay $132.27 per month over the next 6 months.    A review of Company records revealed the following:    On 8/8/17 a write off amount of $456.82 from 9999 Jane Doe St was billed to Ms. [redacted] at 12345 Jane Doe Ray St.   On 9/7//17 Ms. [redacted] contacted the office to dispute the charges from 9999 Jane Doe St. Ms. [redacted] indicated she never lived at said address. Ms. [redacted] claimed she had previously submitted an ID theft packet, however the representative said the record did not show the packet was received and requested she submit another.   On 9/11/17 records show that Ms. [redacted] did submit in the ID theft packet, however it was not notarized and all the requested documents were not attached.   On 9/15/17 the office called and left a voicemail message for Ms. [redacted] to contact the office and noted her account, if she called back to let her know the ID theft packet was incomplete. Ms. [redacted]_ returned the phone call on 9/15/17 and was informed that the ID theft packet had to be notarized and a copy of her social security card and picture identification must accompany the report. Ms. [redacted] was upset about the procedure and threatened to file a report.              On 9/22/17 Ms. [redacted] requested new gas service at 1234 Jane Doe St. for 9/26/17  On 9/25/17 Ms. [redacted] again contacted the office and requested to speak with a supervisor regarding the dispute of charges from unknown address.   After further investigation from ID theft packet, it was discovered the address was incorrect (9999 Jane Doe St) The correct charges were from 12345 Jane Doe Ray St. which Ms. [redacted] assumes full responsibility for.  Note: Spire acknowledges the error made at the wrong address, however the billing charges are correct and are still owed by Ms. ** those charges reported under her social security number was turned over to a collection agency because the debt was still valid charges.  Ms. [redacted] has requested and agreed to a repayment plan for the next 6 months. We contend if she continues this agreement she will be back in good standing with her account.                            Since this matter had already been resolved by a Customer Service Supervisor, I did not contact Ms. [redacted]. Distribution:  [redacted], Revdex.com, File             THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Laclede Gas Company...

                                        ...⇄ Community Services Department                                         ...⇄ Revdex.com                                         ...⇄ CASD Investigator: [redacted] ____________________________________________________________________________        Customer Info:         Account ID: [redacted]                          Complaint ID: [redacted]                                                                                            ...⇄    Rate: GH Residential      ___________________________________________________________________________ Comments / Resolution:   Mr. [redacted] filed a complaint with the Revdex.com 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. [redacted]_ 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. [redacted] 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. [redacted]’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. [redacted]. 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. [redacted] 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. [redacted] said he may call back after discussing the meter location.   Later on 04/27/16, Company personnel visited Mr. [redacted] and offered to review his appliances and look at his basement to attempt to find a more acceptable house piping entry location.  Mr. [redacted] 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. [redacted] 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:  [redacted], Revdex.com, File   THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION