Complaints

This profile includes complaints for Macon Water Authority's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Macon Water Authority

  790 Second St Macon, GA 31201-6865

  
• 

  Macon Water Authority

  PO Box 108 Macon, GA 31202-0108

  

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:01/21/2025

  Type:Customer Service 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've been denied obtaining a water service account since September 2024. By the same disrespectful customer service agents . Requested to speak to the director, she refused to come speak with me, only sending messages by staff. No other customers were in the building. Not busy.

  

  Business Response

  Date: 01/23/2025

  Thank you for bringing
  your concerns to our attention. At Macon Water Authority, we take all customer
  feedback seriously and strive to ensure every customer has a positive experience. After carefully
  reviewing your statement, we’d like to address the statements made in your
  complaint. 

   1) You have been denied the ability to obtain water service since September 2024. We have audited this matter and found that our
  most recent contact with you, **. *******, was on January 10, 2025. You were
  provided the information necessary to establish an account in your name during
  this contact. Our records also indicate you did apply for service on January
  **, 2025. The documents provided were mitigating, which was explained to you
  and the co-tenant. 2) Disrespectful customer service agent. We have thoroughly reviewed the contact by
  phone. The representative was pleasant and helpful with the information you
  provided to give you an answer and amount based on the information received by
  phone. The in-person representatives handled the
  issue and concern with professionalism. Each representative you spoke with in the
  office provided you with detailed information to establish service. 3) Regarding the request to speak to the director, she refused to come to speak with you and only sent messages by staff. The supervisor spoke with you and your
  co-tenant in the office on January **, 2025, at the time of your service
  application. During that office visit, the mitigating issue surrounding the
  document/s submitted and past account activity was discussed with you both. The
  supervisor continued to help you both resolve this issue when calling you on
  January **, 2025. Unfortunately, during the call, when she was offering an
  update, the call was disconnected.

  At Macon Water Authority, the customer experience is a top
  priority. In this matter, we conducted ourselves professionally, not only by
  phone but also in person. The mitigating issues were addressed with you and the
  co-tenant upfront. We do not wilfully deny service. Circumstances must be
  addressed or resolved to establish service; we will always be transparent with customers.
  We also can direct customers to agency assistance if needed. You can always contact our office to discuss further options
  to assist in establishing service. Thank you.

• Initial Complaint

  Date:09/11/2024

  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.

  August the 6 2004 . My water bill was 90.74 I made a mistake and paid 907.42 . I called and at fist they told me it would take 30 days for a refund. I waited 30 days ; however, I did not receive a refund. I call again this time I was told 60 days. I need for them to return my money because of the the mistake I could not pay the rest of my bills. Iam a senior citizen and I just get a certain amount of money every month. I have left message with the supervisor yet the supervisor has not got in touch with me. Please I need your help to solve this matter

  

  Business Response

  Date: 09/11/2024

  Good afternoon,
  Upon reviewing Ms. ********'s account regarding the payment
  made on the wrong account and amount, our team attempted to contact her to see
  whether she had contacted her bank about the error, but there was no answer. Our
  practice is a 30-day waiting period for the check payment method. Ms. ********
  was advised of our refunding process as well. A refund check was issued to Ms.
  ******** before her submission to your office, and she was made aware of the
  refund.
  On September 06, 2024, the supervisor attempted to return
  Ms. ********'s call to address her concern, but there was no answer, and the
  supervisor left a message.

• Initial Complaint

  Date:08/05/2024

  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.

  I scheduled a payment to pay MWA to prevent disconnection only to learn that even with payment scheduled, they will still disconnect. I paid the whole invoice the payment posted and cleared. They still processed the payment I scheduled I called seeking help and a refund only to be told that it's my responsibility to cancel the scheduled payment well I didn't know that it's not on the website nor did the agent I spoke with tell me that. Now they tell me that there is a 30 day waiting period before the refund process will begin and after that they don't know when the check will be mailed out to me. This will cause me problems with my bank account. I am on disability I am paid once a month. I can't afford to wait that long to be refunded, I don't know what to do. Why isn't the website clear onthis problem and why didn't the agent inform me that I needed to cancel scheduled payment to prevent it from processing twice. It's easy to process a payment but it's unfair and extremely hard to be refunded.

  

  Business Response

  Date: 08/05/2024

  Ms. **** processed her payment through our Customer Self-Service
  portal. Our website disclaimer informs customers of what could happen regarding
  payment to avoid a disconnect or making additional payments. Regarding the
  refund of the overpayment, Ms. **** was advised that due to the payment
  submitted being by e-check, we have a 30-day waiting period in case of a return.
  Once that waiting period is complete, the refund can be submitted for review to
  process. We explained the procedures to Ms. **** the three times she contacted
  our office today. While we understand her needs, we are following our normal
  procedures and processes as with any issues brought to our attention. We are
  working diligently to ensure Ms. **** gets her refund.

   

   

• Initial Complaint

  Date:09/13/2023

  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.

  I contacted Macon Water authority on/around ***/23 to turn the water on at a rental property. During the conversation I provided my name and my social and birthday along with my email address which is my first and last name. Despite providing this information the account was setup in my mothers name. I asked them to switch it to my name because it should’ve never been placed in my mothers name in the beginning. They asked for me to send in my ss card which I don’t have so at that point I asked them to just keep it in my moms name and switch the ssn and bday on file. I also asked if I would get my money back which I was told they would transfer it over after running the credit check on my mom. Later they called me and stated that they won’t transfer over the activation fee because it is non refundable. I want my money back! It isn’t my error that you all placed the account under the wrong name and I provided all of my own personal information. I requested a supervisor call back on Friday and I have yet to have anyone attempt to reach out to me despite my numerous calls. I will not be held responsible for you alls error. You all set the account name up based on what came up on the caller id despite me giving my name and information at the onset of the call. I expect this fixed asap and my money refunded!

  Customer Answer

  Date: 09/13/2023

  Hi,
  

  I would like to include the property address. **** ****** ** ***** ** *****

  Customer Answer

  Date: 09/13/2023

  Hi,

  I would like to cancel this complaint as it has now been handled by the supervisor. Thank you! 

  

  Business Response

  Date: 09/13/2023

  Good afternoon. 

  I have made contact with Ms. ****** and the issues have been resolved. 

  Thank you,

  Michelle C*****

  Supervisor- Customer Care

  Customer Answer

  Date: 09/14/2023

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

• Initial Complaint

  Date:08/30/2023

  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.

  The water authority disconnected my services because my ******* asked them too. I had just paid them 4 days before the disconnect. Even though it’s in his name, he established service in another location without a lease agreement or nothing. All payments came from my bank account. **** *** ** * *** ******** **** * ******** ** ******* ********* so how could he get services with an official lease in another area. I need my deposit and funds credited back to my bank.

  

  Business Response

  Date: 08/30/2023

  Ms. *********, 

  Thank you for reaching out to us regarding this matter. I have reviewed your account and I see that the service at *** ****** **** *s currently in your name. Since the service was put in your name, the deposit, application fee and same day service fees, are valid and cannot be reimbursed. 

  The situation that you explained in the complaint ********* **** *********** is unfortunately a civil matter and is not something that we would have any involvement in.

  Thank you for being a valued customer, please let us know if we can be of any further assistance.

  Sincerely, 

  Ms. C*****

  Customer Care - Supervisor- Call Center