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:08/15/2024

  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 experience with WACMA has been incredibly frustrating to say the least. I have consistently not received my bills for the past few years. Every quarter I have called to make a payment and have the late fees manually removed. Initially, I pushed to have the issue fixed but eventually let it go because they were accommodating at first.. After the umpteenth time this happened, last quarter I was told I could change to e-bills (why I wasn't told this over the past two years I don't know), but surprisingly I did not receive that either. When I called this time to have the fees reversed and make a payment, they insisted I was receiving bills and refused to accommodate an already infuriating issue. The manager, Raymond O****, was rude and completely dismissive. For someone who pays their bills the moment they arrive in the mail, it is aggravating and unfair that they expect you to remember to make timely payments when there is something clearly broken internally. It was only today that they took the time to investigate my account and we removed my email and added a .org account and I received a test email. Here's to wishful thinking that the issue is resolved, but THE MANAGER STILL REFUSED TO ASSIST WITH THE $20 LATE FEE! If you live in this area and are forced to work with WACMA, be prepared to deal with POOR SERVICE and UNFAIR BILLING PRACTICES, as there is no alternative for your utility services.

  Customer Answer

  Date: 08/16/2024

  ***** ********* ******* *********************
  *** *************************
  *** 
  **** 
  ***** **** ** *** **** ******** *****
  ******** ********
  Hey there, the only other thing I can add to my submission is that the manager made a point to say if it was my mortgage I would pay it on time regardless if I got a bill in the mail. I would add a mortgage stays the same month to month And allows for auto pay to be set up without charging nine dollars Per payment. The company seems to discourage trying to pay on time and rather than identify the reason or allow for easy free auto pay. There are hurdles to making payments.

  Business Response

  Date: 08/30/2024

  Dear *** ****** 
  
  I am responding to the complaint filed by ********* ****** ** *** ******* ****** ********* ** *****. Our office has spoken to *** ****** on numerous occasions when she received a late notice regarding her non-payment of services. This is when she states she did not receive her bill. A investigation was initiated and here are the findings:
  
  Since she has moved into her home a total of 21 invoices have been mailed/emailed to her. We bill on a quarterly basis. A total of 14 payments have been made on time which I assume she received. A total of 7 have been not been paid on-time and penalties have been applied, which either she did not receive or just negleted to pay. 
  
  We know things happen so we provide a one time courtesy to our customers by removing the penalty. And we have done this on five occasions for *** ******. More than we have any other customer. 
  
  Each time when *** ****** is late and she calls the office, we inform her the months her bills are mailed out and the due date. She informed me that it is not her job to keep track of this information. She is signed up for ebills and we have confirmation that her ebills were sent and not returned as "undeliverable". Prior to her initiating ebills her invoices were mailed and those were not returned via USPS as "undeliverable". If they were we would have noted her account. 
  
  We feel there is nothing more we can do for her regarding this matter. 
  
  Raymond O**** 
  Manager 
  

  Customer Answer

  Date: 08/30/2024

  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.
  
  
  Unfortunately, this is the same thing I was told when I contacted the business. As stated in initial complaint, I pay all of my bills the moment they arrive at my house and have not been late on a single bill with the exception of this company because I do not receive them. Ray is correct in that, like clockwork, I call  the moment I receive the delinquent notice, which is in line with what is stated above. He is also correct that I stated it is not my responsibility to track bills that I do not receive if there is no effort from the company to either a, sure they are arriving at my house, or be provided way to set up automatic payments without charging additional fees to consumers.  The easiest way to avoid this issue, if he is unwilling to investigate and find out why I cannot consistently receive a bill, is not to charge consumers nine dollars for auto pay. He is also correct that as of the date of this complaint, I did receive an email bill, after providing a**** email address, and I am hopeful  that I will receive the future bills on time.  That being said, I am still being charged THREE late fees, by the way,  for something that is entirely outside of my control. As stated by Ray, they have over 8000 customers, and clearly do not have the time to care or investigate the needs of individual customers. Especially when consumers do not have a choice to receive their utilities elsewhere.
  
  
  
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