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Business Profile

Utility Water Company

Monroe County Water Authority
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/01/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    July 1st, 2024-paid $155.50
    Water usage is up 175% from last quarter. We have not done anything differently. Monroe county water authority said I must have a leak so they had me give them a new reading a week later. The reading implied that the leak was fixed. We didn't do anything to fix a nonexistent leak, but yet the water usage was back to our average use. Somewhere, someone made a mistake. The lady on the phone said I can't argue my case. I just have to pay the bill. I know they overcharged me. Please help.

    Business Response

    Date: 07/23/2024

    I apologize.  I did not receive the first notification of this complaint, so this is the first I am hearing about this.  Based on the meter reads provided to us, the bill is correct.  The second read which was submitted on June 5th confirmed that the bill read from May 25th was correct.  By comparing the two meter reads from May 25th and June 5th, it appears that the consumption is back down to normal for the account, but If our customer would like to contact us again, we can schedule an appointment for a service technician to stop by and make sure that nothing is leaking at this time.  I can see that the bill was higher, and I know that it is frustrating.   I wish I could tell you exactly how the water was used or the reason for higher consumption, but unfortunately, I cannot tell you exactly how the water was used or what may have been the cause for the high consumption between November 21, 2023 and May 25, 2024.

  • Initial Complaint

    Date:04/16/2023

    Type:Billing Issues
    Status:
    Answered
    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 been trying to set up automatic payment with this MONOPOLY for some time.

    They refuse to do anything electronically, and I can not print out their forms.

    All other utilities not only have electronic payments set up, they have it set up smoothly.

    I want to be set up for auto payment, without me having to visit the office, or print out a form to mail it.

    I also want to be made whole all late charges that the utility may have charged be that are due to their own inability to provide a way to pay money.

    I will keep money in escrow until such time as the utility company corrects their grievance performance errors.

    Business Response

    Date: 04/17/2023

    Monroe County Water Authority (MCWA) does accept automatic payments, but MCWA does not have an electronic process for setting up automatic payments.  To sign up for automatic payments, customers can print the form from our website, or the form can be mailed to the customer.  Once the form is filled out, the form and a copy of a voided check can be emailed, faxed, or mailed to us.  I understand that other companies set up automatic payments electronically, but MCWA does not have an electronic process in place at this time.  It is one of our ticket items to put in place at some point in the future, but it is not offered at this time.  In the meantime, payments are accepted by mail, electronically via customers' bank accounts, online, over the phone, or automatically.  A form is being mailed to the complainant.  If he chooses to fill it out and return it to us along with a copy of a voided check, we will sign him up for automatic payments.  I have removed the most recent late charge from his account as a courtesy. 

    Customer Answer

    Date: 04/18/2023

    Better Business Bureau: 

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

    The reason why I brought this complaint to begin with is because of what you just confirmed! Fix it, set it up where I can do it by phone or website. You have had this problem for multiple years.  There is no excuse for it, and I will start holding money in escrow until you fix it if I have to. 

    Regards, 

    **** *****

  • Initial Complaint

    Date:11/08/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    MCWA came to install a new water meter in my house. According to Ring Video, the technician was on site for less than 5 minutes. This service event caused a water leak which flooded my basement while I was out of town. MCWA technician came back and said that it's common that turning the water off/on during the service event causes a "Pressure Spike" that made my water filter leak (in his opinion). The leak, and the filter are right next to the meter, and the installation tech did not spend enough time to minimally confirm that the service event had not caused a leak. My homeowners insurance will not cover it, because they determined it was MCWA's fault. MCWA customer service told me that they see no responsibility and they won't pay to remediate my wet basement.

    Business Response

    Date: 11/09/2022

    MCWA has not accepted nor denied liability in this matter as the customer has been advised on the proper procedures for filing a claim, and as of the date of this response, a claim has not been received.  

Monroe County Water Authority is BBB Accredited.

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