Complaints

This profile includes complaints for Southwestern Utility Management, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Southwestern Utility Management, Inc

  PO Box 85160 Tucson, AZ 85754

• 

  Southwestern Utility Management, Inc

  2015 N Forbes Blvd Tucson, AZ 85745

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:08/22/2024

  Type:Service or Repair 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.

  see how this is going unresolved. They refuse to admit that their staff did not document I called asking to connect to a different address when they told me they didn’t cover my new address they took my new address to send final bill but did NOT document stop service on 7/31. Lean Ray stated it was human error. But doesn’t go back to change their mistake!! They have refused to call sewer and let them know 7/31 disconnection fee . I informed my attorney another letter will be sent to them. This company is HORRIBLE and Predatory!! Your low reviews and scores show how ugly you are!! Admit your mistakes and disconnect my service when I asked on 7/31. Realty company also stated the called informing you they took  the house back in 8/1. Everyone has same story and voyager refuses to take accountability for their mistakes … human error like your staff said!  since there CS always hangs up when she refuses to do her job. Ive sent man emails asking them to resolve issue but they claim they didnt get them. the link in their website goes nowhere. this lady needs to be fired this company id horrible

  Business Response

  Date: 09/03/2024

  Dear Ms Posada,

  Southwestern's client services keep detailed notes on calls regarding billing. Our notes show you called, were rude to the customer service representative, insisted you'd spoken with her before, although you had not, called her dumb, talked over her, and continued to get more aggressive. As the customer service representative noted during the call, a final bill can be revised relatively quickly. You continued to be verbally abusive to the customer service representative at which time the call was terminated. The customer service representative completed the process of preparing your final bill after terminating the call.

  The website link does work as does the customer service email address.

  Business Response

  Date: 09/04/2024

  Dear Ms Posada,

  To date no communication from your attorney has been received. This matter is considered resolved as the account has been final billed. 

   

   

• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair 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.

  Rude customer service. Lazy C Water just turned over to this management company. First they violated my privacy by including my email on a list with other customers’ emails visible. Then I tried to pay my bill online but their website wouldn’t accept the account number they provided. I called and was immediately spoken to in a condescending tone—you’re late and after ten days subject to termination. I’m making this complaint because ten days is an absurd amount of time to move to termination of water…in the desert…in the summer. It’s quite frankly disgusting and sounds illegal. Mortgage, car, electricity, gas…no other utility company has such strict rules, and water is the one we all need to survive.

  Business Response

  Date: 07/12/2024

  Dear Ms Pustilnik,

  Lazy C Water Company follows the billing guidelines required by the Arizona Corporation Commission. The same rules that the previous managers followed are the same rules Southwestern Utility Management follows. The only thing that has changed with new management is that you now have more options as to how you pay your bill.

  Regards,

  Southwestern Utility Management

   

• Initial Complaint

  Date:06/14/2024

  Type:Service or Repair 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.

  Mismanagement of our water company. Rude and inconsistent customer service and billing

  Business Response

  Date: 06/17/2024

  Dear Ms Lapeirre,

  I reviewed your account upon receiving your complaint. You spoke with three different customer service representatives, all of whom tried to help you resolve the issue regarding your payment. Not only were you rude and confrontational, but you kept shouting over the person trying to help you. Then you hung up before the rep could give you an answer regarding your payment. As far as Chaparral Water and Southwestern Utility Mangement is concerned, this matter is closed.

  Regards

• Initial Complaint

  Date:06/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21849014, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. We have been subject to numerous water outages of the last few years. I just want services provided that are paid for. 
  
  
  
  Regards,
  
  
  
  Sean Merritt
  
  
  
   
  

  Business Response

  Date: 06/14/2024

  Dear Mr. Merritt,

  I understand that you are frustrated that you lost water service during the power outages yesterday. The outage you were notified of by Coldwater Canyon Water was due to an amp issue at one of the well sites. The subsequent outages that caused you to lose water and power were due to APS outages. The utility is working closely with APS and has moved a generator onsite to ensure service is not disrupted while repairs to electrical components are conducted. This should ensure that future outages don't result in loss of service.

  Regards

  Business Response

  Date: 06/17/2024

  Dear Mr. Merritt,

  I understand the power went out in Black Canyon City later in the day. However, the power running to the well site starting fluctuating much earlier, which is what caused the outage to the well site.

  Regards

• Initial Complaint

  Date:11/27/2023

  Type:Service or Repair 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'm being double billed for a cycle I've already paid for and have proven documentation of. They acknowledge the payment but state it's going to be charged again regardless. Management cannot explain reason for double charge and says oh well. Corrupt billing practices should not be allowed to continue. I can prove my payments have been made and that they are simply charging customers double for no reason

  Business Response

  Date: 11/28/2023

  Dear Ms Palmer,

  You spoke with one of Southwestern's billing specialists yesterday. He did attempt to explain that you have not been double billed. You were provided the following information:

  A payment was made on Oct 17th for the September bill in the amount of $26.87. Balance was then zero. 
  A new bill  went out on 10/27/2023 and due on 11/14/2023. No payment. 
  A new bill went out on 11/21/2023 is due on 12/07/2023.

  If you made payment and it is not showing on your account please contact the office with payment details.

• Initial Complaint

  Date:03/24/2023

  Type:Product 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.

  This water company has over charged me multiple times I believe fraudulently, charging me almost $500 a month for water, when my water bill is normally $40. They have done this 3 times in the last year. The first time they admitted it was a mistake and reversed the charges. They claim that I have a leak on my property but I looked at my meter and it is not showing a leak. I believe there has been an error in their recording the meter. I have video and photos that prove the meter is not showing a leak. They also turned off my water and didn’t inform me which is illegal. My water was turned off for 4 days in the middle of winter. I have two children in the home so it was also extremely stressful. I would like my most recent bill to be adjusted correctly and to be refunded for the $500 they charged me in January which I believe was a lie regarding a fake leak on my property.

  Business Response

  Date: 03/24/2023

  Dear Ms *******,

  A customer service representative will contact you to investigate your claim.

   

• Initial Complaint

  Date:03/03/2023

  Type:Service or Repair 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.

   

  
  Saguaro water company has not paid to have my driveway repaired yet. They allowed a waterline leak to run for 16 hours on my property causing considerable damage to my driveway, the force of the running water knocked over several cactuses, part of my courtyard wall has shifted because the ground got so wet and soft and I got termites on one end of the house where the water leaked under it.
  It is very upsetting that they have refused to pay for damages they caused. The only thing I asked for was to have them pay to repair the driveway.
  All Saguaro water company has done was come out and sweep my driveway off ( three months after the damage was done ? ) By that point I had already had someone remove all the dirt and debris, underneath of that dirt and debris was a damaged asphalt driveway. 
  Yes they sent a person out three months later to power wash my already cleaned off driveway. I told him there was no need for that as the driveway was clean. 
  
  What happened to my property was the result of their neglect, they were called the minute that waterline busted outside of my property. They did not come out and turn the water line off for 16 hours. I had a raging river running down my driveway and around my house. Damage has happened because of them and they should have to pay for those damages.
  I was able to hire somebody to fill some cracks and seal it slightly, the driveway needs more filler put in the cracks and another layer of topcoat applied. 
  I need Saguro company to pay me $3200 to cover sealing the driveway.
  Thank you,
  ****** ******
  
  
  e yet to hear back from the owners. I just want my driveway stabilized. Each rainstorm, the cracks get wider. I can actually stick my fingers all the way through some of the cracks.
  I would very much appreciate your help in contacting the company as I can’t get through. I have documentation/photos of the water, running through the yard and damage afterwards.
  I’m also not sure if there was any damage done to my homes foundation as the water went up to my foundation line on a portion of the house. Thank goodness it didn’t flood my floors inside my house.
  I’m not sure what else to do.
  Thank you for any help.

  Business Response

  Date: 03/06/2023

  Dear *** *******

  Thank you for contacting Southwestern Utility Management regarding this issue. A member of Southwestern's customer care team will contact you today.

   

  Business Response

  Date: 03/30/2023

  The customer has been contacted multiple times by Southwestern staff on behalf of Saguaro Water. The utility offered to clean her driveway of silt and dirt left after the line break. Southwestern Utility Management considers this complaint closed.

• Initial Complaint

  Date:08/23/2022

  Type:Order 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.

  This response is unacceptable. It is not my responsibility to join your online program. It is only my responsibility to pay my bill. You are not interested in getting your payments on time, so I will just mail my check in whenever you fill like sending me a bill. You are the only company that send your bills late and then turn around and threaten to turn our water off for being late. This is unprofessional. You are also the only company that charges your customers fees for paying their bill online and by phone. This is just your way of getting more money from customers.

  Business Response

  Date: 08/23/2022

  Dear Ms ******,

  Southwestern does not send customer statements late in order to charge late fees. Southwestern has no control over when the post office delivers bills. You can sign up for online statements and have your bill mailed to you. That would eliminate having to wait for the post office to deliver your mail in order to pay your bill. The process is fast and easy and can be done through the Southwestern website.

  Southwestern provides several convenient ways to pay your bill. Southwestern does not make any money from those services. The charges you mention are fees charged by the companies who interface with the payment system and make bill payment fast and convenient.
  

  Should you have questions about your bill in the future please call the customer service number on your latest statement.

   

  Business Response

  Date: 08/24/2022

  Good morning Ms. ******.

   

  Southwestern Utility Management will have a customer service representative contact you within 2 business days.

   

  Regards