Complaints

This profile includes complaints for Central Alabama Water's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Central Alabama Water

  3600 1st Ave N Birmingham, AL 35222-1210

  
• 

  Central Alabama Water

  PO Box 830110 Birmingham, AL 35283-0110

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/04/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family and I moved into a newly constructed home in May of 2022. We have & continue to have issues with BWWB, since we have lived in ********* ****** since 2016, prior to our new move in May of 2022. We have had and are still having issues like being billed twice in a month, late or no bills at all, then disconnection notices from BWWB out of the blue, estimated bills, which were honestly a way they overbill people; but residents who live here have no choice, but to pay or have no water. We've had faulty equipment that BWWB owns and installs, such as water meters and issues with water leaks on the BWWB’s side. Our water bill for June 2022 was $***, and only 4 people live in our home. We were expecting the normal water/sewer bill amount because the same number of people still live in the home. I called BWWB when I received the bill, which was due 2 days later from when received, to figure out the issue. The first rep was not knowledgeable at all and gave me no answers to my questions. It’s like they have a prescript of what to tell people when they call BWWB for answers. I called 2 more times and the last rep stated that if we have an irrigation system, that was the issue. Well, our irrigation system hasn’t run since we moved in, so it wasn’t being used. They said they’d send out someone to look and inspect the meter for leaks, but never did although they sent us a letter a few days after stating someone had come out, inspected it and it wasn’t their fault. My husband and I work from home and have security cameras. Unless their water meter inspectors are ghosts, no one came out although they said someone did. No one has resolved our inaccurate billing problem and from past experiences with BWWB, we don't expect them to be.

  

  Business Response

  Date: 08/16/2022

  Birmingham Water Works Customer Service spoke with Mrs. ***** on 8/12/222.  We discussed there was no finding of misread meter.  Advised customer to send Leak Repair invoice, if repairs where made in order to qualify for an adjustment.  We provided email to customer to any follow-up information.  Customer bill includes Deposit and Establishment fee.

• Initial Complaint

  Date:08/02/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did not receive a bill or have a balance due with Birmingham Water Works for the months of April, May, and June. BWW finally sent notification of their billing issues, which they claim is due to COVID impacting their meter readers, in late July. Within one week of receiving the notice explaining the delay, I received a bill reflecting a past due amount which is higher than my typical billing amount. My typical monthly bill is $*****; however, the bill I received for the previous three months totaled almost $******.BWW has estimated my water usage and billed me for water I have not used. Now, theyre claiming their billing issue has been resolved and expecting payment for the total balance due on my account, which is inaccurate.

  

  Business Response

  Date: 08/16/2022

  Dear Ms. ********,

  The Birmingham Water Works reread you meter on today.  We did not find a leak at the meter.  We investigated your account and see that the premise has higher than normal usage between May and October of each year.  Please check your toilets and if any sprinkler systems for usage pattern.  If you made any repairs, please let us know so we can make adjustments to your bill.  Thank you.