Complaints

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:01/05/2023

  Type:Billing 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.

  Hello, to whom it may concern, I am writing to you because I need some assistance(help).
  It is in regards to Santa Ana River Water Company.
  I have been paying our water bill for over 25 years and I can't believe the way the staff ****** ******** and ***** treats their customers let alone the General Manager **** *****.
  I pay my bill online for the most part, if the website if it's down I pay over the phone and in person.
  for over 25 years I have paid my water bill( never been shut off) never have be given the treatment I was when I was dealing with a payment for being late 2days ( I was attending my grandfathers funeral the day and making all arrangements ) busy dealing with the loss.
  I call into to SARWC ( ***** answer's the phone and I explain I need to make payment towards my bill ) she explains I owe $112.00 and now that I am 2 days late I will be getting a late of $40 dollars. I ask please in regards to the situation can you please waive it .I then get the run around between her and ****** I then get no where come to find out ****** the assistant or lead applied my payment to the wrong Acct and she flat out lies to me over the phone I then come into the office asking the general manager explaining the situation and the loss, his employees applied the wrong Acct and and top did not take care of it as I was present ( very unprofessional to lie about your customers, their disorganization giving me wrong information they did not check dbl check their work.
  I then pay my next bill and I call to pay water protion and ask if I could my payments on the late fee. ***** assures me i understand they shouldn't charge you a late fee for another late fee. And then I recv my bill another late fee $80 dollars for something I called discuss asked and noted, once again miss information I called a few days ago with a smart remark from ***** you should have called to make a payment plan on your late fee. Now they are trying to cover up their mistakes taking advantage of their customers, this isn't credit card company they should give their customer appropriate information and help them.

  Business Response

  Date: 01/17/2023

  In response to the letter, we received from your office. We have come to an agreement with the customer, she will make a payment every billing cycle for the next sixteen months to pay off her late charge.