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:03/18/2025

  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.

  My pipes burst during the 8-10” of snow we got this year. Mossy Head Water Works was naturally notified of My Leak. I have witnesses (my neighbor) and recorded message of conversation about what transpired before I received a phone call almost a month after they got an alert about my leak. The manager Josh stood on my land and verbally explained the timeline as it unfolded. From getting notified, within a week they had sent someone to verify the alert was real. After 1 week and verification had been made, a week goes by as they compile their list. After 2 weeks and having this list, they then spent another week making sure that in fact there was a leak and all readings were accurate. After 3 weeks of knowing, they then took up to 1 more week to contact me. This is a Cash and Grab and you are robbing me. My bill is $25.08/month. You are claiming I now owe $848.99. After being told lies by Dana at the front desk, a completely different policy and procedure from suzzane and then Josh never returning my voice message to inspect my water, I do not trust to pay you anything until further investigation takes place. I asked Suzanne to meet me in the middle and that was refused. I want a 40/60 split at this point for incompetence. NO ONE GAVE ME A TIME LIMIT TO LOCK MY WATER.

  Business Response

  Date: 03/25/2025

  Although I understand your frustration, I believe there are some discrepancies in the timeline you mentioned and also some misunderstanding.  The water meter was initially read on 2/10/2025.  The high list was generated on 2/12/2025 after all routes were read.  The high list was immediately given to technicians to verify readings on this list and notate if leaks were evident.  Due to the nature of the extreme weather we experienced, we had a list total of 119 accounts to have verified.  I completely agree that this did take some time to complete as there was a large number of accounts to be field verified.  All accounts were verified and all customers contacted by 2/21/2025.  I (Josh) personally met the customer on site on 2/20/2025.  After meeting with the customer and locating the leak, the customer was told that they could submit a request for leak adjustment to possibly have some of the bill waived.  The customer promptly submitted a request for leak adjustment dated 2/24/2025.  For the remainder of the week of 2/24/2025 there were 4 attempts to contact the customer with 3 messages to discuss the adjustment from $1,212.57 to $848.79 and schedule payment plan option.  No return call was ever made to discuss the adjustment or schedule a payment plan, so our office had no choice but to establish a fair payment plan ourselves.  Based on our documented timeline there was only a 10 day period from the time the meter was read and notification to the customer.

  Again, I understand the frustration, however, utility companies are not required to notify their customers of potential leaks, so any notification is done as a courtesy.  Additionally, the service agreement signed by the customer states that it is the customers responsibility to routinely check for leaks, as the customer is responsible for all plumbing from the meter to the residence.  I feel that our office has worked diligently within our policies to help lessen the impact of such a large bill. 

  As previously mentioned to the customer, I encourage them and all customers to our Board of Directors meetings to discuss current policies and procedures for the betterment of all customers in the future. 

   

  Josh *****

  General Manager

  Customer Answer

  Date: 03/27/2025

  
  
  Complaint: 23081743
  
  
  
  I am rejecting this response because:

   

  There have been things said about and things done to my property, that I fully believe contradicts each other. I am told one thing and told another by someone else. I understand the 30% discount at this time. I do not agree with how this office operates. I believe I was targeted and the employees do not like being held accountable for their words and the 3 different things I hear from Dana, Suzanne and Josh. 
  
  
  
  Sincerely,
  
  
  
  Jonathan *********

  Business Response

  Date: 03/31/2025

  I apologize for any misunderstanding or miscommunication that you may have received.  Our office absolutely does NOT target customers for any reason.  The process in which this case was handled is the exact same as the other 119 customers with leaks during this time.  Again, I encourage the customer to attend our board of directors meeting on April 7, 2025, at our conference room located at **** ****** *** **** DeFuniak Springs Fl, 32433 at 6:00 P.M.

  Customer Answer

  Date: 04/02/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23081743, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Jonathan *********