Complaints

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

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  Sooner Utilities

  Edmond, OK 73083

• 

  Sooner Utilities

  PO Box 958 Edmond, OK 73083

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:02/24/2025

  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.

  On 2/10/2025 I attempted to pay my water bill through Sooner Utilities. First red flag was the reviews on the utility company as many people have been taken advantage of by the fact we HAVE to do business with a man who makes up his own prices. Every conversation we have had is full of him telling me he has no idea how anything works, how payments work, how the authorization works or any kind of business related questions about HIS OWN BUSINESS. When I tried to pay on 2/10/2025 I had to call him later on the same day as it said I was late when my bill was due 2/10/2025. He said if I don't pay before 5pm online its considered late. People have jobs, thats why paying online is more proactive as you can submit a payment (usually) until midnight or so. He tried to charge me a fee for being one hour later than 5pm to his liking. Today , I wake up no water they turned it off. Supposedly after having the phone conversation where he ABSOLUTELY VERIFIED I paid, he said that it was "returned" days later and with no notification, turns my water off. He is trying to charge me turn off fees, turn on fees, returned money fees plus the bill. No notification I even had a returned payment DAYS after, he never called , sent a statement or cut off notice. No communication. He was very aggressive in telling me its not his issue its mine. This man is not business friendly , or consumer friendly. He makes up his own rates, charges as he feels and forces people who live IN CITY LIMITS to pay into his money scheme that goes directly into his pockets.

  Business Response

  Date: 03/11/2025

  To Whom It May Concern,

       First thing customer didn't pay through sooner utilities.  Customer used a service called Payment Service Network.  They do the process with the money.  Sooner does nothing in this part.  Customer called in on and asked if we had received the payment on account.  Customer was told yes we had received the payment.  A few days later Payment Service Network informed us her payment was insufficient. I would assume they charged her a fee for the insufficient funds.  Ten days later  we did our monthly process of turning off accounts not paid on 2/24/2025 and customer was cutoff.  All fees are set and not changed.  There isn't a fee for turn on and another for turn off etc.  its a 50.00 fee for both combined.  Customer was also charged a late for paying on the due date but business day ends at 5.00pm. When customer asked about that it was taken off because she was unaware of that policy.

     I'm sorry the Customer and i had issues in our conversation and hope any conversations in the future go better.  

   

• Initial Complaint

  Date:08/24/2023

  Type:Service or Repair 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 water was shut off due to late payment which I understand. As soon as I realized I got online and paid the full amount due through the website. I then called the emergency line because, even though paid the bill by 5pm, during what is standard business hours sooner utilities was closed at three (apparently so they can charge to turn water on after hours). When. I spoke to the gentleman at sooner utilities he informed me that I could pay $35 dollar for after hours turn on service or wait until the following day and service would be restored. Water was not back on the next day when. I arrived home at 5 pm. When I called to find out why I could only reach an answering server and was not contacted by the business. When I returned home from work the second day without water service was still not restored. I called the emergency line once again and was informed that even though I had paid the full bill online I owed an additional $40 for turn off, which they added at a later time. They lied to me about turn on and failed to inform me about the $40 turn off fee to try and entice me turn the water on myself so I would incur a $50 tamper fee for restoring service I had already paid for. When I told him would not be denied services I had paid for the gentleman at sooner utilities told me "you've got to do what you've got to do." In previous instances I have turned the water off to make repairs to the house and was charged a $50 tampering fee. These people are crooks and they are taking advantage of people that live in lower income neighborhoods.

  Business Response

  Date: 09/26/2023

  Customers water was turned off for no payment.  Customer called after hours and was told it would be on tomorrow if paid.  Sooner checked on payment the next day and it wasn't paid in full.  All water cutoffs have a fee added of 40 dollars and that also needs to be paid.  We do offer an after hours service where a sooner employee will come out after hours and turn water on for a 35 dollar fee.  That is totally up to customer if he or she wants that service.  First  sooner hours are on all bills mailed to customer and ********************** hours are mon-thur 9am - 3pm fri 9am - 12pm.  Second sooner is not required to send a cutoff or late notice but we do it reads on it.  Water must be paid by 5pm on the 19th or there will be a 40 dollar fee added and your service will be disconnected without further notice.  Only authorized representative may reestablish service.  Our hours have been the same for around 20yrs or so.

  Sooner is sorry this matter has come to this and hope we can help in the future.

  thanks

• Initial Complaint

  Date:05/24/2023

  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 had a broken water line on March 23. Contacted the water depth and landlord on that day . Said need someone to check water leak coming from meter as I had no water In my home. After multiple calls to water company(sooner utilitys) and land lord with no answers and no show on their part. I waited until water bill was due and called again to tell them I had not payed the bill due to no one coming to look at why I had no water. ************* said It didn't matter he was shutting my water off tomorrow. I replied "good that will give you the opportunity to look at the leak and ***** fix it". The next day he came and fished around in the water until he could get. It turned off got back in the truck and left and never looked at the leak. So on april nineteenth I paid my bill in full seeing that he wasn't going to look at the anyway and began to try to fix it myself This is now forty days after i've had no water.After digging the hole I found that the line was broke at the meter so in order to fix it I had to pull the meter out of the hole. To figure out what kind of thread it was on Monday morning. The water company came by with the police. And gave me a ticket for tampering with their meter and charged me 3 tampering with meter charges for the single incident.

  Business Response

  Date: 06/08/2023

   We the water company didn't have a  leak and customer is suppose to repair there own leak.  What the customer actually did was pull our meter and hook his water line to our line without the meter.   Then he was using water without our water meter getting free water.   If all was true from him why did he take our meter out instead of just fix his leak?  He says he had to take out so he could see the threads but he was able to see the threads to hook his line straight up without meter that was still under ground. When he got the meter out he still didn't put back after he could see the threads as he says.  We then called the police for tampering with a public utility.  We didn't charge 3 tamper. We charged one tamper for him pulling our meter and we charged a reconnect fee to put meter back in.  We have all worked past this now and bill is paid water is back on..

  thanks

• Initial Complaint

  Date:01/25/2023

  Type:Sales and Advertising 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.

  They have zero communication skills, lack of customer service and horrible at keeping records. Every time the power goes out we are left without water. Water quality is horrible. Had a question and Russell the “owner” refused answer further questions.
  

  Business Response

  Date: 02/09/2023

  I do not know who this consumer is but if she wanted to specify who she is I can try to answer it. Our water does not taste bad.

• Initial Complaint

  Date:09/28/2022

  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 operates without any oversight. They charge outrageous fees and offer no customer support. You cannot get ahold of them for any questions, you can't get clear answers to fees you receive, you can't get answers on why the water is off. Once I finally get someone to answer or return my call (mainly a dude named Russell) you're met with a defensive jerk who doesn't care about your experience. My water has been off for an hour and turns out they had a water break. They didn't send out an email, or a text, they don't have a Facebook group or anything. If I'm forced to use a private company by the city then they should be held to a higher standard of customer service. Also, there is not payment method that does not involve a fee--if I use a credit card there is a fee, if I pay cash there is a fee. It's a total circus.
  

  Business Response

  Date: 06/08/2023

  Are fees we charge are the same or less than surrounding areas.  We are open from 9am to 3pm mon-thur and fri 9am to 12 noon.  I still answer phone until late in the evening on most days.  We are not set up to send out e-mail when we have a leak.  When we have a leak all our time is going to fixing it and getting service back to normal.  If a customer chooses to make a credit card payment they use ************************ and they charge a fee.  If you choose to do a walk up payment at HQ food mart they charge a dollar for that. You can use the postal service also.  Sooner Utilities never charges anyone to make a payment.