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:01/12/2024

  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.

  These guys are complete thieves, they cutoff my water for the 3rd month in a row, despite me telling them my bills aren't coming to my address. Each time they cut it off they charge me an additional $70 towards my bill, so the past 3 months I've given them $210 in just fees which is actually a higher number I'm just giving you the quicker number.Then, I tried to contact the manager and she hasn't returned my phone call her name is ******** of which she's terrible at her job. She ignores my phone calls and doesn't call me back. I asked the receptionist why hasn't she called me back. The response was "We gave her your message, if she isn't calling you back that's on her".My most recent bill was $74, and I guess I was 25 days late and they cut-off my water, and added the additional $70 fee on, how do you double my bill? The money isn't the issue, because I pay the bill and the fee the same day I find out the water is cutoff, the issue is, I'm not getting my bill in the mail and they're not trying to resolve that issue yet they continue to charge me additional fees and refuse to contact me.This company needs a lawsuit filed against them for trying to take advantage of the community...

  Business Response

  Date: 02/20/2024

  The City of Port Richey has an ****************/sewer/stormwater fund. The Utility ************** bills and collects based on the usage of water meters for each commercial and residential dwelling. Customers are notified by a bill sent to the address provided for the account. If the bill exceeds the due date, a notice will be mailed to that customer indicating that their bill is now past due and a fifteen percent charge has been added. The notice also suggests that failure to pay the bill by a specific date will result in disconnection of services. This notice is sent both by paper mail and email.  When customers fail to pay their past-due bill, their account becomes delinquent, and a $70.00 charge is applied. The customer must pay this fee and the entire bill for service to be reinstated. If a customer chooses to have services activated the same day, an additional $80.00 is added to the account, and the service is turned on immediately. This process is followed for all delinquent customers.  

   

   

   

  Thank you,

  *******************

  Operations Manager

  City Of Port Richey

  ************** Port Richey, ** 34668

  ************************************************************

  ************

  *********************

  Customer Answer

  Date: 02/20/2024

  I informed them that I have no received a bill via mail or email.  They send it to a 3rd party company and the company is suppose to send it to me.  Of which this has not happened.  The 3rd party company even told me that Port Richey wont be informing the consumers the exact bill or how to pay anymore.  Which Ive attached the bill email to this correspondence.  
  To make a consumer have to pay an additional fees based on their mistake or the 3rd party mistake is unprofessional and not fair.  This is a mistake from the water company or the 3rd party company yet a family has to pay for the mistake   
  

  
  Complaint: 21129361
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/28/2024

  As stated in the notice below the City applies this procedure to all delinquent utility accounts. The utility customer may appeal the water bill to the City Manager and ************* I have attached that process from the City Code in this statement. 

   

  The City of Port Richey has an ****************/sewer/stormwater fund. The Utility ************** bills and collects based on the usage of water meters for each commercial and residential dwelling. Customers are notified by a bill sent to the address provided for the account. If the bill exceeds the due date, a notice will be mailed to that customer indicating that their bill is now past due and a fifteen percent charge has been added. The notice also suggests that failure to pay the bill by a specific date will result in disconnection of services. This notice is sent both by paper mail and email.  When customers fail to pay their past-due bill, their account becomes delinquent, and a $70.00 charge is applied. The customer must pay this fee and the entire bill for service to be reinstated. If a customer chooses to have services activated the same day, an additional $80.00 is added to the account, and the service is turned on immediately. This process is followed for all delinquent customers.