Complaints

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

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  Consolidated Utilities

  PO Box 9330 Savannah, GA 31412-9330

• 

  Consolidated Utilities

  119 W Oglethorpe Ave Savannah, GA 31401-3657

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:01/10/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 complaint is simple: Consolidated Utilities **** is exploiting its customers through negligence and outright greed.The water bills we receive are wildly inconsistentspiking inexplicably without reason. When we call to challenge these outrageous charges, their customer service is dismissive and unhelpful. Its like pulling teeth to get them to re-read the meter, and when they finally do, guess what? The meter was wrong, and were owed a credit. This isnt a one-time issue; it has happened multiple times, which raises a serious question: How many other customers are being overcharged without even realizing it?Adding insult to injury, their online payment system has been down for months, forcing customers to pay via check or money order. This feels intentionala convenient way to rack up late fees and penalties for those who cant comply with their outdated and inconvenient payment methods.Consolidated Utilities **** is the textbook definition of a monopoly run amok. They face zero competition, and it shows. They mistreat their customers, overcharge them, and provide no accountability.A satisfactory solution would include a full, independent audit of their billing practices, a functioning online payment system, and a commitment to transparency and fair treatment of their customers. Enough is enoughthis exploitation must stop.This version drives the point home while keeping the tone professional and clear.

• Initial Complaint

  Date:01/02/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  At the end of October I went to pay my bill online which I've been doing monthly for years now. Online bill pay was unavailable. I called in on October 31st to let them know online bill pay was down and they told me they knew. I asked if I could pay over the phone and was told no because it was the same system. I asked if they would waive late fees since it was their system that was down and was told "You could have paid your bill sooner." Here we are two months later and online bill pay is unavailable, paying by card (over the phone or in person with a processing fee) is unavailable, paying with cash is not an option. The only means of payment are check or money order by mail or in person. There was no prior communication about their card processing system being unavailable and there's been no additional communication about when it will be back up. Last I heard there was no anticipated date for being able to pay by card.

• Initial Complaint

  Date:12/16/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 company is a service agent for water throughout certain areas of the county. They recently around October lost online and debit payments so you have to pay with check and money order but it's very inconvenient because they are cutting your making you pay disconnect fee with being disconnected

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Third party credit card system is still down after MONTHS making it VERY difficult to pay your bill. The options to pay are limited to going downtown to the office M-F 9-5 with a check or money order. There doesnt seem to be any sense of urgency to fix their ability to take CC payments online again, but theyre still shutting off peoples water.

• Initial Complaint

  Date:12/09/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 am writing to formally address an ongoing issue with Consolidated Utilities online payment portal, which has failed to provide a convenient method for customers to make payments in a timely manner. This issue has occurred multiple times, inconveniencing me and other customers who rely on the online system for bill payments.For the past two months, there have been frequent disruptions to the online payment portal, making it impossible to pay my bill through the most convenient and timely method. As a result, customers have been forced to drive to your office, during working hours (7:00 AM 4:00 PM), and deal with the added burden of finding parking in order to pay their bills. This is an unreasonable expectation, particularly when the payment system is meant to be a seamless and accessible service.What is even more concerning is that, instead of acknowledging the inconvenience caused and waiving the late fees while these technical issues persist, Consolidated Utilities has continued to charge late fees to all affected customers. I find this practice unacceptable, as it reflects poorly on your business and unfairly penalizes customers for problems that are outside of their control.I request that you take the following actions immediately:Waive any late fees incurred due to issues with the online payment portal, for all affected customers.Provide a clear and prompt resolution to the ongoing technical difficulties with the online payment system, ensuring customers can once again pay their bills conveniently online.Offer an alternative online payment method or extended payment hours if the current system continues to face ********* is essential for businesses to offer customers convenient and efficient ways to make payments, and Consolidated Utilities should prioritize resolving these ongoing issues. I trust that you will address this matter promptly and take the necessary steps to prevent further inconvenience.

• Initial Complaint

  Date:11/14/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Consolidated Utilities has suspended all credit card payments which makes it almost impossible for customers to pay out water bill. We are required to drive to downtown Savannah, where parking is limited, and most of us are working and can’t make it during normal business hours. The representative that I spoke with was smug and didn’t even care about the inconvenience. She stated, “ Well you just have to come into the office and pay with a check or money order. It’s been down for a while now.” Consolidated Utilities should be shut down!!

• Initial Complaint

  Date:05/20/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  April 16, 2024, I emailed Consolidated Utilities - Coastal Water Company, attention ******* ***** at ********************************* regarding the outstanding invoices totaling $674.04 on my water account for *** ****** **., ******* ** ***** (my rental property). My email detailed the payment information including the check numbers and corresponding invoice numbers being paid by each check. I also emailed copies of the checks and individual invoices paid by each check and requested my account be corrected accordingly. April 24, 2024, I called Consolidated Utilities and ******* confirmed receiving my emails. She told me she forwarded my emails to Management and that they would review and contact me. May 6, 2024, I called again but since ******* was out of the office, I left a voicemail message. May 9, 2024, I filled out a Consolidated Utilites contact form online, and I referenced my emails and asked for Management to please review and correct my account accordingly so I could have the water turned on as soon as possible. May 20, 2024, I called again. ******* said she would forward my emails to Management yet again. She stated that is all she could do for me, as she is not able to give me an appointment to speak with Managment. Since Management has not responded in a timely manner, I am hoping a letter or call from the BBB will get this resolved quickly, as I need to get my rental cleaned and back on the rental market.

• Initial Complaint

  Date:01/23/2024

  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.

  My complaint is on Consolidated Utilities, that supplies water to my home. I notice the issues back in October 2023, I called consolidated company spoke to lady name ***, I explain to her that I have water leak that is on county side of the property. That water is coming out fast and heavy. She took my work order issues down, sent out older guy driving a grey pickup truck. He stated that they do not have the man power to fix the issues. That being said my water bill is going up, up, and up. I'm on fix income taking care of my elder mother, and wife. I really need help with this company. I really do not know where to start with this company. I called Consolidated request for a manager on duty. The girl name *** was so rude to me, stated that she was the manager hung up on, I called back she loud spoke over me, would not let me speak. And hungup again. If she is the manager she need better trainer. So the problem is not fix, I do not have a cut off ***ue to my home from there water line. So water is still running down the street and my bill is still going up. I seen on the news that this company had another elder lady with this same issue. They bill her $1500 for leak they was support to fix. But never came to fix the issue. This Water company is robbing elder people. Please help the elder. Thank **** ******

  Business Response

  Date: 02/06/2024

  Hello. In regard to ** ********* ** I have attached the customers meter readings from 10/2023 to 2/5/24 and the notes from the account. Customer has been spoken to and has been told that he has an issue and it is on the homeowner. The customer has an irrigation system that is causing his issue. Also customer has not submitted a plumbers report of any work done at this home. If we offer any adjustments proof of leak repairs are required. Our company services the meter to the road. If you need any additional information please contact us at ***** ********. 

  Thank you,

  ***

  Customer Answer

  Date: 02/07/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Hello BBB

  My Irrigation system was fix by my plumber .  The issue that was discovered that my plumber couldn't turn off the water completely to my home. The water company guy that came out told us that they are short handed. And he will give me the tools yo let my plumber put in the pipe with the correct shutoff ***ve. The water company guy needs to replace the line that cut off the water completely to my home. And that line is on the county side. And consolidated utility is responsible for that line. Per my plumber that came out.  As of right now I cannot cut off my water to my home. And when you try to the shutoff ***ve the meter still continue to run.  And I never told the lady the part that they are responsible for was fix. If she wouldn't have hung up the phone while a customer was speaking the issue she would've known the problem.  Issue that consolidation maintenance worker was supposed to complete is still not fix.  

  Regards,

  **** ******

  Customer Answer

  Date: 02/07/2024

  I paid $700 to the plumber that I called out. Cause the old man that consolidated utilities sent out, I guess name **** he knows what the problem is. But he keep stated that he needs help and he is about to retire and he is to old to dug to fix the problem. The did not replace the shutoff ***ve. He clean off the shut off ***ve the problem is coming from the meter. Consolidated utility worker **** refuse to do his job. I need someone to come out a fix the job the shutoff ***ve is still broke. If you turn the ***ve off the water meter is still running and charge me for water.  I done had 2 plumbers come out and they told me its my water company job to fix it. And **** stated that when he came out and did nothing. Told my plumber he will give him the tools to fix what he was supposed to cone out and fix.