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:11/20/2023

  Type:Customer Service 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.

  As the only water company Im able to use for my district, I had to go here. A few months ago I went into the office, in person, after having a hard time navigating their online new customer options for ********************** service. I asked to complete the application in person as to avoid anything online. I was told no, it cannot be done in person, and I was told how to work their online system. I asked why a new application couldnt be filled in in person, and was told it was too hard for me to see her screen behind the glass, and it was easier online. I didnt push anymore on doing it in person. I went online and filled out the requirements, submitting both my ID and proof of ownership from the county. I provided my banking info, and the money was withdrawn from my account on the scheduled payment days. However, their system processed only partial information from my application, including my banking info and email, but not my name. The name on the account remained the previous owner of the house, my grandfather. The water bill was paid in full, and even had an overpayment credited to the account of $11. Yet there was a red notice on my gate, saying my water was being turned off for a delinquent bill. I was told I never did anything I was supposed to, and ***, the office worker, denied telling me I couldnt do it in person. Not only did they deny helping me in person, their system technologically messing up is being blamed on me. My water was turned off Monday morning around 10:30am November 20th, even though the bill was never in a delinquent status, and was on auto pay through my bank account on November 19th to be paid. I went in again, in person, and was interrupted over and over. When I asked to not be interrupted and to let me speak, I was laughed at. I recorded the entire exchange with their permission, and was still never given a reason as to why they turned my water off, on a paid bill. They provided me no answers as to why my water was turned off on a paid account.

  Business Response

  Date: 11/27/2023

  The Agency General Manager responded to the complainant via email on 11/20/2023 (email text attached).  A director of the Agency discovered the complainants posts on ******** and he conducted his own investigation and responded to the complainant directly.

  As of 11/27/2023, the Agency has received all the requested/ required paperwork (application, ID, signatures) to open the water account in the property owners name per our Ordinance 21O-02 Rules and Regulations for Water Service which are applicable to all property owners.  

   

  The letter from the BBB is dated 11/20/2023. It was received from the **** on 11/27/2023 and the Agency has responded the same business day.