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:02/26/2024

  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 received a bill from the ***** for $4.86 due for 26Feb2024. However, the website says I owe $***.52. I called on 21Feb2024 regarding this bill discrepancy. The person helping me took a look at the bill and did admit that it was strange and didn't make sense. She said that in her system she could see that I paid my last couple bills in full. However, on the bill it appears, as she said, that there was a charge of $133.66 that is being rolled forward. The service person admitted that the $133.66 shouldn't be on my bill but in her system I still owe #***.52 and there was nothing I could do. She did forward my bill to a billing supervisor and she said he would call me prior to my bill being due on 26Feb. My bill is due today and nobody from ***** called me. So I called I spoke to that billing supervisor. All he could tell me was that the bill online is incorrect and that I will be sent a correct bill to show that I owed $***.52. So I am expected to pay $***.52 with no real evidence that I owe that. Additionally, the math is not adding up and the only thing they could do was fudge the numbers on the bill so that the numbers would match. They had no real explanation to the discrepancy on my bill but admitted to "fixing" the bill to show the $***.52 owed. I'm not sure how on a single bill I'm told I owe 3 different amounts. I am paying the $***.52 today without a proper bill

• Initial Complaint

  Date:01/29/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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 have received the latest water bill of $1,227. There is an error in the billing and posting of the bill due on your site. I checked for the bill due starting the 1st of Jan because I know the bill is due between the 3rd and 5th of each month. No bill came in the mail or was posted on the site. The previous payment of $100.45 was paid because I checked the site for the posting. We never received a paper bill in the mail. I checked the site and there are 2 postings for past due bill that we never received in the mail and was not posted on the site until recently. Previously stated that I check for the bill at the beginning of the month and nothing was posted. Secondly, there is an error in the meter reading. Our family does not use over $600 a month in water. Our previous bills have always been in the $100 range. There is no way we jumped from $100.45 usage to $640 plus in one month. We have seen a meter reader on this block in months. We believe this is a data entry mistake or faulty meter. Please look into this ASAP. Thank you.

  Customer Answer

  Date: 02/18/2024

  At this time, I have been contacted directly by Sewerage & Water Board New Orleans regarding complaint ID 21208000, however my complaint has NOT been resolved because:
  
  
  
  [Your Answer Here]
  
  
  
  In order for the BBB to appropriately process your response, you MUST answer the question above.
  
  
  
  Sincerely,
  
  
  
  **** *****
  

• Initial Complaint

  Date:01/17/2024

  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.

  This company is a Joke. This is the only water company in the city of New Orleans. I have been living in my home for 4 months and only received one bill. I have been asking for my bill for months. They are trying to add all those bills together over all those months and expect me to pay. I want my monthly bill. This company over charge and is not professional at all. The same thing happened to my mother and they expected her to pay $1000.00 at once. Im tired of calling and nothing is getting done. It doesnt take long to send a bill. No one wants to be charged a lump sum.

• Initial Complaint

  Date:09/26/2023

  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.

  DENIED REQUEST FOR ************** OF MY S&WB ACCOUNT # ...****** AS REQUESTED WEEKS AGO USING S&WB'S PRINTED PROCESS IN THEIR NEWSLETTER ONLINE ZERO RESPONSE, BUT BILL INCREASED TO $499. WHILE I'M STILL WAITING FOR AN APPEAL, ***** AND REFUND TO MY BANK ACCOUNT. TODAY, 9/26/2023, I PAID ANOTHER FALSIFIED & OVERCHARGED BILL OF $499. TO **** *********************************************** BOARD. AS A 84 YEAR OLD DISABLED SINGLE BLACK WOMAN, LIVING IN ONLY ONE (1) ROOM OF MY HOUSE SINCE I GOT OUT OF REHAB IN 2018, I CAN BARELY BREATHE & WALK TO MY BATHROOM NO MORE THAN TWICE A DAY, I TAKE NO RINSE BATHS CAUSE I CAN'T GET IN & OUT MY TUB BY MYSELF, I HAVEN'T BEEN IN MY KITCHEN SINCE 2015 WHEN I 1ST STARTED NOT BEING ABLE TO ******** HAD (3) CONGESTED HEART FAILURES, I SUFFER FROM PAINFUL DIABETIC ULCERS ON *********** REQUIRING WRAPPINGS,, SHORTNESS OF BREATH FROM OBESITY, ETC. MY USE OF S&WB WATER IS VERY LIMITED BUT MY S&WB BILLS ARE ERRATIC & ARE BASED ON FRAUD, WASTE, ABUSE & GROSS MISMANAGEMENT EQUATING TO CHICANERY TO PERPETUATE ELDER ABUSE??. DUE TO ************* OF BAD EXPERIENCES, I DO NOT DRINK & I HAVE NOT DRANK S&WB'S HIGHLY QUESTIONABLE WATER FOR OVER 30 YEARS.IN 2018, WHILE IN REHAB, WITH MY HOUSE EMPTY, S&WB SENT ME A $1,000.BILL EVEN THOUGH NO ONE WAS USING WATER. I REQUESTED & RECEIVED AN APPEAL HEARING THAT REVEALED THE S&WB OLD METER HAD BEEN BROKEN & REPAIRED W/OUT MY KNOWLEDGE FOR MONTHS LONG BEFORE MY APPEAL. THE REFUND OF SO CALL CREDITS WAS SO CONFUSING IT DIDN'T MAKE SENSE. AS REPRISALS S&WB HAS OVERCHARGED ME FOR MONTHS TO GET THAT REFUND & MORE BACK BY MONTHLY ERRATIC, FALSE OVERCHARGES.WEEKS AGO I USED S&WB FORM ONLINE TO REQUEST ANOTHER AUDIT & APPEAL OF MY ACCOUNT, ZERO RESPONSE AS REQUIRED.THIS COMPLAINT IS TO GET AN ************** OF MY ACCOUNT FOR PAST TWO (2) YEARS WITH ANY REFUNDS PAID BACK TO MY. CHECKING ACCOUNT, NOT SO CALL S&WB CREDITS.THE JUSTICE **** SHOULD TAKE OVER S&WB & GET RID OF THOSE OVERPAID SALARIES FROM 6FIGURES AT THE TOP ON DOWN??.

• Initial Complaint

  Date:07/28/2023

  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.

  Our concern is that the Sewerage and Water Board of *** Orleans is scamming its residence to make up for bills the city ******* said they could not bill for under a new law by cooking the books on usage.Note: my spouse is on the bill, but I am also noted on the bill as an authorized individual for the account. Bill 1: Read date - 02/02/2023 Days on bill: 12/01 - 02/02 = 95 days Usage: 1.4 thousand gallons Avg. daily: ***** gallons Bill 2: Read date - 03/31/2023 Days on bill: 02/03 - 03/31 = 57 days Usage: 2.7 thousand gallons Avg. daily: ***** gallons Issue:Our first bill spanned 60% more days, but used 52% less gallons. This resulted in a 3.2 times or 320% increase in usage per day on average for the bill with the read date of 03/31/2023. We have opened an investigation with the company over a series of unusual water usage readings. A request was made prior to May 13, 2023 to have an individual inspect our water meter. They closed the investigation days later, stating that the water usage was not abnormal. We have a ring camera and can attest that no one inspected the meter for damage. Additionally, it was requested that we be present for any subsequent in person meter readings. There have been 2 in-person meter readings since this request, and we were not notified of, or present for any reading to ensure the accuracy of any of them.Note: the city ******* of *** Orleans has opened an investigation into the sewerage and water boards billing practices as of April. Additionally, the company publicly refused to comply with a billing law issued early this year by the city *******. As of February 2023, the city had obtained information that the Sewerage and Water Board of *** Orleans had more than $133 MILLION in unpaid dues as a result of incorrect billing and possible wrongdoing by employees. The *** has charged and convicted numerous officials at the company with embezzling <$100,000 each. The corruption is well known at this company. Please help.

  Customer Answer

  Date: 08/17/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Sewerage & Water Board New Orleans regarding complaint ID ********.
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:07/10/2023

  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.

  Good Morning BBB,I am trying to get my deposit back (minus any payment owed from me) from account created at SWB for a rental property of mine. The account was opened for only about a month until another tenant moved into the property. The account was opened for property address **************************************** LA ***** on March 2nd, 2023 when I submitted a $100 deposit. I have spoken to SWB several times over the phone and via email. Although SWB has said the check is being sent out, or has been sent out, it simply never arrives. I'd like the remainder of the deposit to be sent to my current address at ********************************** Orleans LA *****. Please let me know if you need additional information.Thanks,*********************** **************

  Customer Answer

  Date: 07/30/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Sewerage & Water Board New Orleans has been resolved.
  
  (By clicking "OK", your complaint will be closed as Resolved.)
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  Date:05/15/2023

  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.

  On May 10,2023(Wednesday The Sewage board.Contractors workers was fitting a firer high general.Due to leakages however they was.Pulling out to replace with new Fire water.General and accidentally pulled all the wires.Down from light pole that connects our energy.My Landlord have to get repairs by electrical.And we lost lights power and food due.To the Sewage and water board contractors.Error of mistakes now we waiting until.The for ************** receives the permit.To restore our light power now been several.Days of no power our inconvenience by.No faults of our own soo we need help assistance.For our losses of lights power and food and shelter.Appreciate if Sewage and.Water board can help by paying for the losses.We encounter Thank you

  Customer Answer

  Date: 06/04/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Sewerage & Water Board New Orleans regarding complaint ID ********.
  
  Regards,
  
  ******** & ***********************
  

• Initial Complaint

  Date:05/09/2023

  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.

  I began service at this property February 22nd,2023. I didnt move into the house until after I gave birth to my son on March 12th. Ive been calling every week since March 22nd asking for a bill and every customer service representative said no bill was generated. My first meter reading was March 27th and after that date, I continued to call for a bill and no one was able to tell me what the balance was or when I would receive bill in the mail. I called again today, May 9th, and now I have a bill for $452.49 for only 34 days of service! 34 days of service my bill is $452! No one lived in this house prior to me moving in after my son was born March 12th. How is a bill for 34days $452! I was home March 27th when the company complained to come out to read the meter but no one came on the property to read anything. Im home all day with my newborn, I sit in the carport area and no one came to my house that entire week. Where are they getting this reading from? I need to see proof of the meter reading, a photo with a time stamp of my meter from the day they came out to turn the water on to the day the company claims to have came to my property on March 27th. Theres no way my water bill should be this high. Its only my newborn and I that live in the house. No water is turned on outside, there are no leaks inside or outside the house either. I dont have an irrigation system or a dishwasher. 23 thousand gallons of water use in 34 days is outrageous! The average monthly water usage is ***** gallons of water but Im the only adult here and I have a newborn. Even for 2 months of water usage I should be anywhere near 2***** gallons of water. I do laundry twice a week, shower once a day and I rarely cook. I need this investigated because Im not paying $452 for 34 days of service if this is going to be my monthly water bill. Whats going on!? I need to be contacted by the business with the real readings of my meter with photo proof and my bill adjusted to the correct billing

• Initial Complaint

  Date:04/21/2023

  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.

  On April 20th a sewage and water driver damaged our fence. One end of our block has been closed for a year due to their construction. He backed up into the middle of the street without properly judging his distance and knocked down our fence. There is an empty lot next to our neighbor's house that he could have backed into. We had to patch it back together with duct tape for the time being, which is basically a band aid. The fence cannot stay closed without putting a brick there to keep it closed. We can't let our little dog out for fear of him getting out of the yard or injured. We want a new fence.

  Customer Answer

  Date: 04/24/2023

  On Fri, Apr 21, 2023 at 7:28 PM ***************************** <*****************> wrote:
  

  
  

  
  

  
  

  
  

  Customer Answer

  Date: 05/14/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Sewerage & Water Board New Orleans regarding complaint ID ********.
  
  Regards,
  
  ********************************************
  

• Initial Complaint

  Date:04/10/2023

  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.

  This is a compliant against ********** Brd (***)****- On 2/14/23 the company stole $1,090.46 out of my ******************** ***** account by using my debit card number and entering an AutoPay code to my water bill, which I never approved.. I immediately contacted *****, they issued a stop payment and later informed me to contact the company to get reimbursed. ************ acknowledged the illegal transaction and issued a reimbursement but it was never received by *****. I contacted the water company by phone and in person approximately five times. I spoke with three customer service employees and three supervisors. Also, two emails were sent to the director of customer service. Their response is "It was returned to your bank." I spoke with three representatives from ***** and their responses were "Nothing was received from SWB." I showed SWB supervisors my bank history sheet for the month of February and no money from SWB was received. As of this date I've not received my money. I changed my debit card and requested that SWB send me a check. Please help me to get my money. Thanks!