Complaints

This profile includes complaints for The Pittsburgh Water and Sewer Authority (PWSA)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Pittsburgh Water and Sewer Authority (PWSA)

  1200 Penn Ave Penn Liberty Plaza 1 Pittsburgh, PA 15222-4207

• 

  The Pittsburgh Water and Sewer Authority (PWSA)

  441 Smithfield St Pittsburgh, PA 15222-2227

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:04/14/2025

  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.

  Subject: Complaint Regarding Excessive Water Billing and PWSA Infrastructure Failure Business Name: Pittsburgh ********************************************* Authority (PWSA)Customer Name: *********************** Account Number: ******* Service Address: ************************************************************************** I received an abnormal and excessive water bill of $8,264.08 from PWSA for a vacant rental property. The bill was due to a plumbing failure caused by a broken street-side shutoff valve, which is PWSAs responsibility. Despite my emergency shutoff request on Feb 11, 2025, PWSA failed to shut the water off for 5 more days, resulting in over ******* gallons of usage during that period. The plumber we hired confirmed water pressure exceeding 100 psi due to the failed valve, which destroyed our internal shutoff and caused uncontrolled usage.Water Usage and Analysis According to PWSAs own usage report:Between January 23 and February 17, 2025 (25 days), the property used over ******* gallons of water.That averages ***** gallons per day, or 4.6 gallons per minute consistent with a major pressurized plumbing failure, not normal use.A second bill, issued March 10, 2025, for $3,680.38, added another ******* gallons, bringing the total disputed usage to ******* gallons.This level of usage could not have come from a running toilet, and we have strong evidence that:The only suspect toilet was completely clogged and filled with human waste.PWSA told us to apply for an ALCOSAN sewer credit, which we dont qualify for because the required repair couldnt be done only PWSA can fix the broken external valve. They have refused to adjust the bill, despite receiving full documentation from us and our plumber. We are left with no resolution and cannot afford the $6,000 repair + $8,264 bill.Adjust or reduce the bill to reflect the period after my emergency shutoff request on Feb 11.Acknowledge that the failure originated from PWSA infrastructure.Waive the ALCOSAN repair documentation requirement in this case.Thanks!

  Business Response

  Date: 04/22/2025

  
  April *******
  
  
  Better Business Bureau
  Attn.:  ***** ******
  ****************************
  Pittsburgh,PA 15106
  
  
  Re:  BBB Complaint #********
          Account #*******
  
  Dear ***** ******:
  
  This letter is in response to the above referenced customer complaint submitted on April 14, 2025. Please be advised that The Pittsburgh Water and Sewer Authority (PWSA) has reviewed the complaint and account for ****** ** known to Pittsburgh Water as ************************
  
  On January 7, 2025, Pittsburgh Water generated a billing statement for ***** gallons of water in the amount of $66.59. This bill was based on an actual meter reading of 217.
  
  On February 6, 2025, Pittsburgh Water sent *********************** a High Consumption notification.
  
  On February 7, 2025, Pittsburgh Water generated a billing statement for ******* gallons of water in the amount of $4,583.70. This bill was based on an actual meter reading of 343.
  
  On February 11, 2025, an individual who identified themselves as the owner of ***********************, ****** **, called **************** to inquire about the February 7, *************************** ** stated that the billing statement reflected high consumption. Ms. ** stated that there was a leaking toilet at the property. The **************** Representative provided the contact information for ******** One-Time Leak Credit Program.
  
  On February 12, 2025, ****** ** called **************** to inquire about the recent consumption on the account. Ms. ** stated that a leaking toilet was located at the property. Ms. ** stated that the leak was currently being repaired. Ms. ** stated that they shut the water off at the property. The **************** Representative stated that the high consumption was still occurring at the property. Ms. ** requested to have the water shut off at the property. The **************** Representative advised that a request to shut service was sent to the ********************
  
  Later, on February 12, 2025, a Pittsburgh Water Technician visited the property for the scheduled service visit and noted that there was debris covering the potential curb box location. The Technician noted that they were unable to access the curb box to shut the water service.
  
  On February 13, 2025, ****** ** called **************** to inquire about the recent consumption on the account. Ms. ** stated that she requested the water to be shut. The **************** Representative advised that due to debris covering the potential curb box, the Technician was unable to shut the water service. The **************** Representative advised that there may be another bill with high consumption. The **************** Representative advised of the options of a payment arrangement and contacting ******* for the One-Time Leak Credit Program. Ms. ** stated that a return phone call would be placed to Pittsburgh Water once the debris was removed.
  
  Later, on February 13, 2025, an individual who identified himself as *** the Property Manager, called the ******************* to request the water service be shut at the curb. The customer stated that all trash and debris were removed from the area surrounding the curb box. The Dispatch Representative scheduled the appointment to shut the water service for a same day appointment.
  
  Later, on February 13, 2025, a Pittsburgh Water Technician visited the property for the scheduled service visit and noted that the main shut off valve inside the meter crock had a broken handle and was inoperable. The Technician noted that he attempted to turn it with hand tools but was unsuccessful. The Technician noted that there was no visible curb box and created a work order to locate the curb box. The Technician noted that they were unable to turn the water off during the appointment.
  
  On February 24, 2025, a work order to locate the curb box was completed. During the work order, the curb stop was successfully shut.
  
  On March *******, Pittsburgh Water generated a billing statement for 10***** gallons of water in the amount of $3,680.38. This bill was based on an actual meter reading of 444.
  
  On March *******, Pittsburgh Water sent *********************** a High Consumption notification.
  
  On March *******, ****** ** called **************** to request a dispute for the high consumption at the property. Ms. ** stated that the high consumption was due to Pittsburgh Water not being able to shut the water off at the property due to a broken well. The **************** Representative established the dispute for the high consumption at the property and advised the customer of the ALCOSAN One-Time Leak Credit. Ms. ** declined a payment arrangement offer for the account balance. Ms. ** requested to be credited for any interest that may accrue.
  
  On April *******, a Compliance Analyst scheduled an appointment to verify that the water service was shut for April 11, 2025.
  
  On April *******, a Compliance Analyst called the customer to review the results of the billing dispute and recent consumption on the account. The Compliance Analyst explained that the history on the account was considered accurate. The Compliance Analyst provided the dates of high consumption and explained the options of enrolling in a payment arrangement, applying for ALCOSANs One-Time Leak Credit, or filing an Informal Complaint with the ************************************** (PA PUC).
  
  On April *******, a Compliance Analyst e-mailed the Utility Report, billing history, daily meter readings, ALCOSANs One-Time Leak Credit Request Procedure, and information about the Customer Advantage Portal to the e-mail address associated with the account.
  
  On April *******, a Pittsburgh Water Plumber visited the property to verify the status of water service to the property. The Plumber verified that the curb stop was in the off position.
  
  On April *******, ****** ** filed an Informal Complaint with the ************************************** (PA PUC) with case number *******. The customers dispute is as follows, per the ***************************: In March 2025, I received an unusually highwater bill of $8,264.08 for my property at *******************************************************************. Upon investigation, a licensed plumber identified a broken street-side valve, which is PWSA's responsibility, causing water pressure to surge over 100 psi and rendering my internal shutoff valve ineffective. Despite multiple emergency shutoff requests starting on February 11, PWSA did not stop the water flow until February 23, resulting in over ******* gallons of water usage. The leak, which occurred from January 23 to February 17, 2025, resulted in over ******* gallons of water loss, averaging ***** gallons/day. This is consistent with high-pressure failure, not a normal fixture leak. Initially, I believed a running toilet might have caused the problem. However, it was later confirmed that the toilet was completely clogged, filled with human waste, and unserviceable -reported months earlier by a caseworker overseeing a tenant with mental health challenges. Maintenance was denied access until the tenant vacated. This misled me to initially assume a toilet leak, when in reality, the leak was due to pressure damage from a failed street-side valve. As a non-native English speaker (Chinese), I clearly stated "broken main valve on the street side," but PWSA recorded it as "broken well." This error might have allowed PWSA to shift blame. Despite being informed multiple times by me, our property manager, and the plumber, PWSA ignored the fact that the internal plumbing had over 100 psi of pressure - a critical safety detail that was never acknowledged in their records. The failure to acknowledge this critical safety issue not only delayed the shutoff, but has now left us facing an unaffordable water bill and repair estimate. I have contacted PWSA multiple times, but they have not provided a satisfactory resolution.
  
  Pittsburgh Waters daily meter reading records indicate that the high consumption occurred between January 23, 2025 and February 13, 2025 on a water meter with actual readings. The customer requested for the ********************** service to be shut off on February 12, 2025. Consumption at the property ended on February 17, 2025. Pittsburgh Water located and shut the curb stop on February 24, 2025. Pittsburgh Waters tariff states that any consumption which occurs after a seven-day notice period when a customer requests ********************** service be discontinued must be refunded by the company. Pittsburgh Water records indicate that consumption at the property ended within the seven-day notice period. A reduction to the billing is not warranted for the consumption. The customer stated that ********************** pressure was 100 psi. Per Pa Code standards, acceptable water pressure levels are between 25 psi and 150 psi. On November 12, 2024, Pittsburgh Water repaired a water main at ***************** and ************* near *************. During the repair,Pittsburgh Water recorded water pressure of 87 PSI.
  Based on Pittsburgh Water account information, the billing is correct as rendered.
  
  On April *******, a Compliance Coordinator attempted to contact ****** ** but the call went unanswered. A voicemail was left requesting a call back. Pittsburgh Water has responded to the informal complaint ******* that was received as well from the PA *************************
  
  If you have any further questions in this matter, please contact me at *********************** or via e-mail to *****************
  
  Sincerely,
  
  ******** *****
  Compliance Manager 

  Customer Answer

  Date: 04/23/2025

  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.
  
  1. "Billing is correct."
  The bill may be mathematically accurate, but it is not justifiable. The water loss was due to factors beyond my control:
  -I immediately reported the abnormal usage and requested a shutoff.
  -The system failure on PWSA's side meant I had no way to stop the leak.
  -PWSA's delay in action directly allowed massive overconsumption.
  A bill that reflects consumption which I had no means to preventdue to a failed shutoff systemis unjust and must be disputed.
  
  2. "Seven days after notice, it's your responsibility."
  I reject this claim on moral and factual grounds:
  -I acted on Day 1 by contacting PWSA on February 11.
  -Their technician could not shut off the water due to inaccessible or faulty curb infrastructure.
  -The 7-day rule cannot fairly apply when the utility is the party unable to shut off service.
  -This was an emergencynot a routine billing cycle. A rigid timeline policy cannot be an excuse for delay in urgent circumstances.
  
  3. "No damage to the street valve."
  If the main valve wasnt damaged, why couldnt PWSA technicians shut off the water on February 1213?
  
  -PWSA Technician noted that the main shut off valve inside the crock had a broken handle and was inoperable. The Technician noted that he attempted to turn it with hand tools, however, was unsuccessful. PWSA issued a work order to locate the curb boxproving the infrastructure was not fully accessible.

  -The inability to execute an emergency shutoff points to an operational failure regardless of whether the valve was mechanically broken.
  
  4. "100 PSI is acceptable under PA code."
  Technically, 100 PSI may be within the state code range (***** PSI), but that does not make it reasonable:
  -Residential systems are not designed to withstand such sustained high pressure. Industry guidelines flag 80 PSI as the safety threshold.
  -My internal valve failed under that pressurethis was not neglect, it was a consequence of PWSAs unmanaged pressure delivery.
  -Codes define legality, not fairness or safety. Excessive pressure contributed to the escalation of damage.
  
  Meter data and daily consumption logs show that usage did not materially drop until February 17, and the shutoff was not confirmed until February 24. I emphasize this because it proves that the water continued to flow heavily for several days after I had already requested an emergency shutoff. According to the usage records provided in the document [213 ******** Way FINAL UR.pdf], a total of 67,310 gallons of water were consumed between February 12 and February 24, averaging approximately 5,177 gallons per day during this period. This delay directly led to significant overconsumption and an inflated bill. Even under PWSAs claimed 7-day policy, the period between Feb 12 (failed shutoff) and Feb 24 (confirmed shutoff) is unacceptable, and shows PWSA failed to act in a timely or effective manner during an ongoing emergency.
  
  I have listened to the voicemail from PWSA and carefully reviewed all related documentation. I firmly reject the expectation that I pay the full bill for water usage that was clearly caused and prolonged by PWSAs infrastructure failure and delayed response. I formally request that PWSA waive all water and sewer usage charges incurred on and after February 12, 2025. Expecting me to continue paying for service that could not be shut offdespite my timely requestis not acceptable. This amounts to a forced purchase of a service I could not control nor benefit from.
  Who determines what is 'acceptable'? PWSA states that:
  -It is "acceptable" for an emergency shutoff to take up to seven days.
  -100 psi water pressure is "acceptable" under Pennsylvania Code (***** psi).
  But what is "acceptable" to regulators does not mean it is safe, responsible, or acceptable to the customer. I am the one who pays for the service and suffers the consequences when it fails. I cannot accept any of your delay or the resulting charges caused by your failure to act quickly. It appears PWSA deliberately allowed time to pass, knowing the water was leaking, in order to increase consumption and generate a higher bill. That is not just unacceptableit is predatory.
  

  Respectfully,

  ****** **
  
  
  

  Business Response

  Date: 04/24/2025

  Hello ****** **,

  The rejections that you have provided can be addressed during your Informal Complaint Case that was filed with the **************************** (***). The *** will be able to review your complaint along with the rejections that you have provided and make a final ruling on the case. Pittsburgh Water has responded to the complaint, BCS Case *******, and the case is currently open and under investigation. The next step should be to follow up with the *** with your rejections and they will be able to assist you with addressing them directly. 

   

  Thank You,

   

  ******** *****

  Customer Answer

  Date: 04/24/2025

  Dear Better Business Bureau and PWSA:
  
  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.

  Thank you for your response.
  I understand that my case is now under review with the ************************************** (***), Case #*******, and I will respond once the *** reaches out directly.
  However, I wish to clearly state again that I fully reject PWSAs position and continue to dispute the charges that resulted from PWSAs failure to act swiftly during an emergency water leak. I had no control over the leak once reported, and the excessive billing that followed is not my responsibility.
  While the *** may make a final ruling, I believe it is absolutely essential that this case remain active and visible through the Better Business Bureau. The BBB has offered a transparent, balanced, and publicly accessible platform for this issue something I deeply value. In contrast, both the *** and PWSA are departments within the ****************************, and as such, may not always offer the same level of impartiality when dealing with individual residents.
  This case is not just about policy it's about fairness, accountability, and transparency. I appreciate the BBBs continued oversight and will keep this platform updated with all further developments and responses from both the *** and PWSA.
  

  Sincerely,
  
  ****** **

• Initial Complaint

  Date:10/19/2024

  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.

  On September 23, 2024, ******** ***** from the Pittsburgh Water and Sewer Authorities ****************** contacted me, stating her intention to assist and begin an investigation. As of today, October 19, 2024, I have received eight emails filled with promises, but Ms. ***** has still not visited the flooded property. My request with 311 Services was closed without my involvement, marked with Work Order ********* clarify the severity of the situation, water is seeping through the west wall of my house, filling a 5-gallon bucket in under two minutes. The house is flooded, and water continues to flow down ****************** to 27th St. around the clock, day and night, with increasing volume.I no longer understand what is meant by an investigation is being conducted. I initiated the request, my interests are directly impacted, and there is no confidentiality in this matter. The inspectors lack of action, in my view, is unprofessional and negligent. I have sent a formal letter to her supervisors, and the legally required two-day response window has passed without a reply.Confirmation email: Thank you for contacting the Pittsburgh Water and Sewer Authority. We have received your submission and it has been routed to the appropriate department. If you requested a response from one of our representatives, we will respond in two business days. To report an urgent water or sewer issue (such as low or no water pressure, or a suspected water main break), please call our 24/7 Emergency Dispatch at ************ (Press 1).Submitted on Fri, 10/04/2024 - 22:31 Submitted by: ****** ********** I request that a responsible official be assigned to this case and that clear communication methods be established. Please provide a legally specified timeframe for addressing this issue, and I urge immediate action, as I am facing serious mold problems, which pose a life-threatening risk that could have been prevented.

  Business Response

  Date: 10/31/2024

  October 31, 2024
  
  
  Better Business Bureau
  Attn.:  ***** ******
  ****************************
  Pittsburgh,PA 15106
  
  
  Re:  BBB Complaint #********
          Account #*******
  
  Dear Ms.******:
  
  This letter is in response to the above referenced customer complaint submitted on October 20, 2024. Please be advised that The Pittsburgh Water and Sewer Authority (PWSA) has reviewed the complaint and account for *******************************
  
  On September 27, PWSA created work order ****** to complete a **** inspection when a PWSA Plumber noticed water leaking. The **** inspection was completed and PWSA discovered an unknown jct was in bad condition a recommended a replacement. Following this investigation work order ****** was created to investigate the water main or service line for a leak.
              On October 4, 2024, PWSAs Green Infrastructure Maintenance Supervisor obtained a sample of the water, and it was a mixture of ground water and treated water. The customer was advised that ******************** is actively investigating this issue, and this was turned over to Field Operations. The water was being piped out of the basement of the property.
  
  On October 9, 2024, PWSA dug two holes on ****** St and both were dry. The leak was discovered on ********* (a few blocks away). 
  
  On October 11, 2024, ****** ********* filed an informal complaint BCS Case Number ******* with the PA ************************* referencing the leak investigation.
  
              On October 22, 2024, Work Order ****** was created to fix the leaking water main at **********************
  
  On October 24, 2024, PWSAs ********** repaired the water main. There was a crack on the 6 Inch Main. The water was restored and the hydrants in the area were flushed. The restoration work was completed.
  
  After further investigation, the leaking water main was located and repaired. The leak was several blocks away from the customers property and ******************** completed a thorough investigation, and the issue has now been resolved.
  
  If you have any further questions in this matter, please contact me at *********************** or via e-mail to *****************  
  
  
  
  
  
  
  
  Sincerely,
  
  ******** *****
  Compliance Manager 

  Customer Answer

  Date: 11/01/2024

  November 1, 2024
  Better Business Bureau
  Attn.: ***** ******
  ****************************
  Pittsburgh, PA 15106
  
  
  Re: BBB Complaint #********
  Account #*******
  
  
  Dear Ms. ************************ you for forwarding the response from the Pittsburgh Water and Sewer Authority (PWSA) regarding my complaint. However, I find the response inadequate and would like to address several issues that remain unresolved.
  
  
  1. Lack of Communication and Record Discrepancies
  ***** ***** or any other PWSA representative never informed me about work orders or actions taken by other departments. This lack of communication left me uninformed and hindered my ability to monitor the progress of this critical situation.
  
  
  Furthermore, I have documented records from 311 Services indicating that a work order was created on September 23, 2024, not September 27, as claimed by PWSA. This discrepancy raises concerns about PWSAs recordkeeping and their responsiveness to urgent matters.
  
  
  2. No Response to Official Requests and Lack of Accountability
  My original complaint to the ************************************** (***) was specifically due to PWSAs lack of communication regarding the ongoing water leak and their failure to respond within the two-day timeframe mandated for official inquiries. Even now, PWSAs response lacks an acknowledgment of these communication failures, does not provide any apologies, and fails to recognize their responsibility in this matter.
  
  
  3. Ongoing Mold Issues
  The prolonged water leak has led to severe mold growth in my property, which poses a significant health hazard. PWSAs delayed response to this issue has allowed mold to proliferate, increasing my concerns about safety and air quality within my home. I request immediate action to address the mold issues caused by the delayed repairs.
  
  
  4. Unexplained Closure of the Initial Work Order
  PWSA closed the initial work order without notifying or involving me in the decision, which left me unable to address the ongoing issue. PWSAs response fails to explain why this work order was closed prematurely or what criteria were used to justify this decision.
  
  
  5. Identification of the Responsible Official
  Throughout this process, I have struggled to identify a clear point of contact or responsible official for overseeing my case. Transparency and accountability are essential, and I request the name and role of the official responsible for managing each work order associated with this issue.
  
  
  6. Request for an Official Report and Consideration of Damages
  To better understand the actions taken on my behalf and to establish a record, I formally request a detailed report summarizing the investigation, findings, and repairs completed in response to my requests, including a summary of each work order (******, ******, and ******) created or closed in relation to my case.
  
  
  Given the environmental and health damage from the mold problems resulting from the delay, I also request clarification from PWSA regarding their willingness to compensate me for these damages.
  
  
  In conclusion, I am deeply concerned about the lack of effective communication, the inaccuracies in PWSAs records, and the health issues now affecting my property due to mold growth. For these reasons, I do not accept PWSAs response as a satisfactory resolution. I respectfully urge PWSA to fulfill my requests above, including providing clear communication, a full inspection, and a detailed report, to address this issue responsibly and transparently.
  
  

  Address for the business written response is ***************************************************************************. Official letter should be mailed in 3 business days from November 1, 2024
  Thank you for your attention to this matter.
  
  
  Sincerely,
  ******************************

   

  Business Response

  Date: 11/15/2024

  November 15, 2024
  
  
  Better Business Bureau
  Attn.:  ***** ******
  ****************************
  Pittsburgh,PA 15106
  
  
  Re:  BBB Complaint #********
          Account #*******
  
  Dear Ms.******:
  
  This letter is in response to the above referenced customer complaint submitted on October 20, 2024. Please be advised that The Pittsburgh Water and Sewer Authority (PWSA) has reviewed the complaint and account for *******************************
  
  On September 27, PWSA created work order ****** to complete a **** inspection when a PWSA Plumber noticed water leaking. The **** inspection was completed and PWSA discovered an unknown jct was in bad condition a recommended a replacement. Following this investigation work order ****** was created to investigate the water main or service line for a leak.
              On October 4, 2024, PWSAs Green Infrastructure Maintenance Supervisor obtained a sample of the water and it was a mixture of ground water and treated water. The customer was advised that ******************** is actively investigating this issue and this was turned over to Field Operations. The water was being piped out of the basement of the property.
  
  On October 9, 2024, PWSA dug two holes on ****** St and both were dry. The leak was discovered on ********* (a few blocks away). 
  
  On October 11, 2024, ****** ********* filed an informal complaint BCS Case Number ******* with the PA ************************* referencing the leak investigation.
  
              On October 22, 2024 Work Order ****** was created to fix the leaking water main at **********************
  
  On October 24, 2024, PWSAs ********** repaired the water main. There was a crack on the 6 Inch Main. The water was restored and the hydrants in the area were flushed. The restoration work was completed.
  
  On November 7, 2024, PWSAs Compliance Manager emailed the Director of Operations and the Deputy Director of Operations to contact ****** ********* after receiving a follow up response on the BBB Complaint ********. Following the email, a Manager of Field Operations visited the property at 1:30pm to speak with Mr. ********* but no one was available at the property. The Manager of Field Operations left a Claim for Damages form in the mailbox for ************* The Manager of Field Operations emailed the Compliance Manager,Director of Operations, and Deputy Director of Operations stating that the Claim for Damages form was left and this was the third visit to the property to speak with the customer and no one has been available.
  On November 15, 2024, PWSAs Compliance Manager emailed ***** ****** (Dispute Resolution Specialist for the BBB) stating that PWSAs Operations Team has attempted to contact the customer and the informal complaint response to the *** was delayed due to the filing of this complaint. The complainant must file the Claim for Damages and the additional questions regarding the communication and additional information will be provided by the Director of Operations or ***************** Following this email, PWSAs Manager of Field Operations called Mr. ********* at ************ and the call went unanswered. A voicemail was left requesting a call back. Once Mr. ********* returns the call to the Manager of Field Operations any questions can be answered.
  
  After further investigation, the leaking water main was located and repaired. The leak was several blocks away from the customers property and ******************** completed a thorough investigation and the issue has now been resolved.
  
  If you have any further questions in this matter, please contact me at *********************** or via e-mail to *****************  
  
  
  
  
  
  
  
  Sincerely,
  
  ******** *****
  Compliance Manager 

• Initial Complaint

  Date:08/13/2024

  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.

  In April pwsa put in a new meter at my house that I rent. Pwsa is now coming after my rental company for 3871.00 in accurate readings for the last 3 years they said they were estimated reading and now The rental company is making my family pay for it since we lived there but we never received the bills the rental company did so how was we supposed to know they were estimated. This should not be on the customer. It is the water companies job to make sure the readings are accurate and I would like this removed from my account the rental company account. In one of the papers that were sent out it said no one has checked my meter since 2017 that is 7 years how am I supposed to know these amounts are true and are really mine how do you know how much water I actually used in them months. You can't tell 100% therefore this is a crime and want it removed.

  Business Response

  Date: 08/14/2024

  ****** *** ****
  
  
  ****** ******** ******
  ******  ***** ******
  *** * **** ******* ***** ***
  *********** ** *****
  
  
  Re:  BBB Complaint #********
          Account #*******
  
  Dear *** ******:
  
  This letter
  is in response to the above referenced customer complaint submitted on August
  13, 2024. Please be advised that The Pittsburgh Water and Sewer Authority
  (PWSA) has attempted to review the complaint for **** ******* but there was not
  a property address or account number provided. To investigate the customer’s
  complaint, PWSA will need the property address and account number. PWSA’s
  Acting Compliance Manager attempted to contact *** ****** on August 14, 2024
  with the phone number provided as ************, but the call went unanswered.
  
  If you have
  any further questions in this matter, please contact me at 412-255-8800 ext., ****
  or via e-mail to ****************.
  
  Sincerely,
  
  Reginald
  B****
  Acting Compliance
  Manager 

  Customer Answer

  Date: 08/16/2024

  [
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, I have attached a photo of the account number and the address is **** ******* ******.
  
  
  
  Regards,
  
  
  
  **** *******

• Initial Complaint

  Date:06/17/2024

  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.

  A water company employee noticed water pouring into my currently vacant rental property, told the neighbor he was going to report someone to come out. He reported it under the neighbor’s address, never contacted me, and for over a month, water was pouring into my property. The meter was broken, they replaced and are now trying to charge me for this negligence. No one let me know water completely destroyed my home, they don’t get back to me when I reach out to file a claim.

  Business Response

  Date: 06/18/2024

  **** *** ****
  
  
  ****** ******** ******
  ******  ***** ******
  *** * **** ******* ***** ***
  *********** ** *****
  
  
  

  Re:  BBB Complaint #********
          Account #*******
  
  Dear *** ******:
  
  This letter
  is in response to the above referenced customer complaint submitted on June 14,
  2024. Please be advised that The Pittsburgh Water and Sewer Authority (PWSA)
  has attempted to investigate this complaint but there was not an account number
  or service address provided. A Compliance Manager called Ms. ******** on June
  18, 2024 at the phone number provided as ************, but the call went
  unanswered. A voicemail message was left requesting a call back with additional
  information to assist the customer.
  
  If you have
  any further questions on this matter, please contact me at 412-255-8800 ext., **** or via e-mail to ****************.
  
  Sincerely,
  
  Reginald
  B****
  Acting Compliance
  Manager 

  Customer Answer

  Date: 07/01/2024

  The address is *** ******** ******* *********** ** *****. Account number is *******.

  the water company employee noticed water pouring into my home, and told the neighbor that he was going to have someone come out to shut the water off. This home is currently vacant, and no one called me to tell me about the water. Apparently he reported the water under the neighbors address, and no one called me as this occurred for over a month straight of water pouring into and destroying my home. I have been trying to get through to speak to someone for months, and it is impossible, as they only have one person in the company handling all of their complaints. 

  Business Response

  Date: 07/05/2024

  **** ** ****
  
  
  ****** ******** ******
  ******  ***** ******
  *** * **** ******* ***** ***
  *********** ** *****
  
  
  Re:  BBB Complaint #********
          Account #*******
  
  Dear *** ******:
  
  This letter
  is in response to the above referenced customer complaint submitted on June 14,
  2024. Please be advised that The Pittsburgh Water and Sewer Authority (PWSA)
  has reviewed the complaint for *** ******** ******.
  
  On March 1,
  2024, the owner, ***** ********, called Customer Service stating that a
  neighbor called two weeks ago that the property had water gushing into it and
  could not locate the meter to turn the water off. Ms. ******** stated that the
  main valve was shut off but does not understand why PWSA did not turn the water
  off and notify her. The Customer Service Representative contacted the Dispatch
  Department to see if there was a call regarding a leak on or near the property
  and there was no record. The Customer Service Representative scheduled an
  appointment for March 4, 2024, regarding zero consumption and negative
  readings.
              On March 4, 2024, Ms. ********
  called Customer Service requesting to have the plumber arrive at an earlier
  time. The Customer Service Representative stated that the time frame is between
  12pm and 3pm.
              Later, On March 4, 2024, a PWSA
  Plumber visited the property and discovered the water meter was frozen/broken
  and there were multiple water lines broken and there was no heat in the room
  with the water meter. The plumber removed water meter 23017896 with a final
  reading of 298 and installed water meter ********. The water service was not
  restored.
              On March 8, 2024, PWSA’s Advanced
  Metering and Infrastructure Department applied a $190.00 Meter Fee to the
  account due to the broken meter per PWSA’s Water Tariff Part III. Section D. 6.
  Damages to Meters: Meters shall be maintained by the Authority so far as
  ordinary wear and tear is concerned. Where damage to a meter result from the
  negligent or willful act of the customer, the actual cost of removing,
  replacing, repairing or testing a damaged meter shall be paid by the customer.
              On April 1, 2024, Ms. ********
  called Customer Service requesting copies of bills from 2022 through 2024. The
  bills were emailed to *************************.
              On May 9, 2024, Ms. ******** called
  Customer Service to follow up on a Claim for Damages that she previously
  submitted. Ms. ******** stated that she emailed PWSA’s Corporate Counsel and
  received a response but there was no more interaction. The Customer Service
  Representative stated that an email will be sent on her behalf requesting a follow-up
  call on the investigation.
              On May 23, 2024, PWSA’s Paralegal
  confirmed with Ms. ******** that a telephone conference with PWSA’s Corporate
  Counsel is scheduled for May 24, 2024 at 2pm to discuss the Claim for Damages
  that was submitted on March 24, 2024.
              On May 24, 2024, PWSA Corporate
  Counsel called Ms. ******** at ************ and the call went unanswered. A
  message was left requesting a call back to reschedule and the Corporate Counsel
  reiterated that it has been difficult to connect with Ms. ******** and PWSA
  need additional information to properly evaluate and assess the damage claim.
  
  
  
  On
  June 13, 2024, PWSA repaired the public side of the service line. The plumbers
  made a new 1” tap and 1” ferrule. The connection to the service line was
  reconnected and the curb box was set to grade. The hole in the street was
  covered with a cold patch.
              On June 14, 2024, Ms. ********
  called Customer Service for an update on the Claim for Damages and the services
  that are being billed. The Customer Service Representative stated that an email
  must be sent to ****************. The
  representative explained that the account would be billed for the minimums and
  the stormwater fees.
              On June 18, 2024, PWSA’s Acting
  Compliance Manager called Ms. ******** at ************ to obtain the account
  number or property address to respond to the BBB Complaint ******** but the
  call went unanswered. A message was left requesting a call back with additional
  information.
              On July 5, 2024, PWSA’s Acting
  Compliance Manager contacted Corporate Counsel for an update regarding the
  claim and the customer filed a BBB complaint. Corporate Counsel stated that
  there were two calls initially scheduled for May 10, 2024 and May 24, 2024 and
  Ms. ******** did not appear for either call. There was a follow-up call in June
  but there was no contact made. PWSA’s Corporate Counsel called Ms. ******** and
  left a message requesting a call back. Ms. ******** must contact PWSA’s
  Corporate Counsel to provide additional information so the claim for damages
  investigation can continue. There is no record of PWSA having prior knowledge
  of a leak at the customer’s property.
  
  
  If you have
  any further questions on this matter, please contact me at 412-255-8800 ext., **** or via e-mail to ****************.
  
  Sincerely,
  
  Reginald
  B****
  Acting Compliance
  Manager 

• Initial Complaint

  Date:05/14/2024

  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 purchased my house in 2014. I have had issues with this company ever since I got it. My bill can be $0 and they out of nowhere had 500-600$ on top of my monthly bill. Had the puc investigate them and they were so confused they cldnt we’re lost and cldnt do anything. My bill was just paid. $1600 they cashed the check and are denying cashing the check and haven’t put the money towards my bill. Either someone is in the company is stealing money or they are just corrupt. I’m not the only one this happens to.

  Business Response

  Date: 05/30/2024

  *** *** ****
  
  
  ****** ******** ******
  ******  ***** ******
  *** * **** ******* ***** ***
  *********** ** *****
  
  
  Re:  BBB Complaint #********
          Account #*******
  
  Dear Ms.
  ******:
  
  This letter
  is in response to the above referenced customer complaint submitted on May 14,
  2024. Please be advised that The Pittsburgh Water and Sewer Authority (PWSA)
  has reviewed the complaint and account for **** ****** ***
  
              On November 27, 2023, PWSA mailed
  **** **** a 30-Day Intent to Lien Letter in the amount of $1,612.30 for unpaid
  charges from April 17, 2022 through October 25, 2023.
  
  On
  February 7, 2024, PWSA mailed Dana **** a 10-Day Intent to Lien letter.
  
  On
  April 19, 2024, an individual, who was identified as ***** from Cognizant Tax
  Services, called Customer Service to obtain the account balance. The caller was
  advised that the total account balance was $1,960.49 ($1,856.55 past due) due
  on April 16, 2024.
  
  On
  May 9, 2024, Ms. **** called Customer Service stating that check number 911755
  in the amount of $1,606.83 was cashed on April 29, 2024. The Customer Service
  Representative stated that there was no record of the payment of the account
  but the information will be submitted to the Collections Department to
  investigate. A response was provided that the check information was not logged
  in PWSA’s internal records and a copy of the front and back of the check must
  be submitted to continue the investigation.
  
  On
  May 21, 2024, the payment of $1,606.83 was applied to the account.
  
  After
  further investigation, PWSA located check number ********* from Core Logic Tax
  Service in the amount of $1,606.83. The payment was received and was cashed by
  PWSA on April 30, 2024, and it was not applied to Ms. ****’s account because
  there was not an account number applied. The funds were retrieved and applied
  to Ms. ****’s account. All payments submitted by the customer or a third party
  must include the account number to avoid any delay in processing the payment.
  This should be considered as resolved and closed.
  
  If you have
  any further questions in this matter, please contact me at 412-255-8800 ext., **** or via e-mail to ***************** 
  
  Sincerely,
  
  Reginald
  B****
  Acting Compliance
  Manager 

• Initial Complaint

  Date:03/08/2024

  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 for 878.16 from the water company for a property at **** ****** ** *** ** *****. This property has not been lived in or had water on for over a year . I called the company and asked what this bill was about the person put me on hold them came back and said that someone would have to call me back with some info. I waited about a week or so no call. I then called back and talked to a woman which tried to find the info in the system and then said that it looked like it was transferred. I asked her transfers from where and what because there has been no service at that property. She put me on hold then came back and told me that someone would have to call me back. I told her that someone said that before and no one has given me and answer yet. I said that I needed to know what was going on and that I didn't want to have any issues. She told me that no issues would happen that the bill was on hold and nothing would be added. She then told me that no matter if I have service on or not I will be charged 15.00 . I said for what and she said that's just how it goes. I told her that didn't make any sense but that I will wait for the call. As of today no one has called but now I received a bill from the collection agency stating that I owe this 878.16 on top of 118.55 for a charge not mentioned. I'm not sure what is going on but I wish to resolve this issue or get this off my account. I have not been told anything or have yet to receive a call or letter as to what this situation is all about. I have no prior bill with them and as of right now don't owe anything. This company refused to inform me of any info needed to resolve this issue that should not be here because there has been no service there in over a year. If you can please let me know how to resolve this ibwould highly appreciate it. Thanks in advance.

  Business Response

  Date: 03/11/2024

  ***** *** ****
  
  ****** ******** ******
  ******  ***** ******
  *** * **** ******* ***** ***
  *********** ** *****
  
  Re:  BBB Complaint #********
          Account #*******
  
  Dear Ms. ******:
  
  This letter
  is in response to the above referenced customer complaint submitted on March 8,
  2024. Please be advised that The Pittsburgh Water and Sewer Authority (PWSA)
  has reviewed the complaint and account for **** ****** ******.
  
  As of July
  8, 2016, ****** ****** was reported as a tenant at **** ****** ******. ******
  ****** was added to the account as a tenant on August 9, 2016. As of February 22,
  2022, ****** ****** contacted Customer Service to report that she was no longer
  the tenant at the property, and she was removed from the account. At that time,
  the account remained in the name of the name of the reported owner of the
  property.
  
  While
  conducting a routine account review, it was determined that ****** ****** was the
  owner of the property located at **** ****** ****** as of November 10, 2021, per
  the Allegheny County Real Estate website. The account was then transferred to
  the name of ****** ****** and an outstanding balance in the amount of $832.35
  was transferred to the account. This amount represents unpaid stormwater fees,
  which are accessed to all properties within the City of Pittsburgh, and sewage
  treatment minimum charges billed by PWSA and on behalf of the Allegheny County
  Sanitary Authority (ALCOSAN).
  
  Ms. ******’ dispute
  has been submitted to PWSA’s internal Compliance department to reach out to her
  regarding her dispute and issue an investigation report.
  
  If you have
  any further questions in this matter, please contact me at 412-255-8800 ext., **** or via e-mail to *******************.  
  
  Sincerely,
  
  Brittany S******
  Deputy Director
  of Customer Service

• Initial Complaint

  Date:01/30/2024

  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 am being billed for water services from my property in which I requested the service be shut off. There hasn't been anyone in the property for many years. I have requested an investigation, they allegedly turned it off from the curb. Apon my discovery,I called them back and the employee said it was still running from the curb. I have the visit on video tape. I have complained to the P.U.C. as well as tried to get help for a leak credit. To no avail the bill is 30,000 dollars. I am a disabled veteran, paralyzed and can not afford this bill for their mistake. They are still charging me. All my bills have been settled.

  Business Response

  Date: 02/02/2024

  Dear Ms. ******:

  This letter is in response to the above referenced customer complaint submitted on January 30,
  2024. Please be advised that The Pittsburgh Water and Sewer Authority (PWSA) has reviewed
  the complaint and account for 6931 Olivant Street.
  

  On December 12, 2018, PWSA generated a billing statement. This statement reflected
  two credits, $36.74 and $48.31, in the previous activity that were identified as a JTS Placement.
  

  On December 15, 2018, PWSA received return mail from the USPS, which indicated that
  the mailing was unclaimed and unable to be forwarded.
  

  On February 10, 2019, PWSA obtained an actual meter reading of 1866 for billing
  purposes. Following this meter reading, the account began to estimate.
  

  On February 11, 2019, a PWSA Billing Coordinator attempted to contact Mr. ***** to
  alert him of the recent high consumption meter reading. The call was not answered, and a
  voicemail was left. A High Consumption notice was mailed to ******* *****.
  

  On February 12, 2019, PWSA generated a billing statement for 59,000 gallons of water
  in the amount of $1,452.12. This bill was based on actual meter readings.
  

  On May 7, 2019, PWSA generated an estimated meter reading of 1867 for billing
  purposes.
  

  On May 13, 2019, PWSA mailed a certified 37-day termination of service notice to
  ******* *****.
  

  On May 31, 2019, PWSA posted the property with a 30-day tenant termination of service
  notice.
  

  On June 9, 2019, PWSA confirmed an actual meter reading of 2627 for billing purposes.
  

  On June 12, 2019, PWSA mailed a High Consumption notice and a Cath Up
  Consumption Billing notice to ******* *****.
  

  On June 13, 2019, PWSA generated a billing statement for 760,000 gallons of water in
  the amount of $20,094.24. This bill was based on an actual meter reading obtained after three
  consecutively estimated meter readings. The account was given credit for minimum monthly
  consumption via an adjustment of 2,000 gallons of water in the amount of $36.94.
  

  On July 10, 2019, a PWSA Senior Customer Service Representative attempted to
  contact ******* ***** to alert him of the scheduled termination of service for nonpayment to
  take place on July 11, 2019.The call was not answered, and a voicemail mail was left advising
  that the water service would be terminated on July 11, 2019 for nonpayment.
  

  On July 11, 2019, a PWSA Service Technician terminated the water service at the curb
  due to nonpayment.
  

  The customer is not currently being billed for water service and has not been billed for active
  water service since July 14, 2019. The monthly charges representing stormwater billing and
  base charges for the Allegheny County Sanitary Authority (ALCOSAN). These charges are
  detailed on the customer’s billing statements.
  

  The customer’s complaint has been addressed as an internal investigation and as an
  independent investigation conducted by the Pennsylvania Bureau of Consumer Services (BCS)
  at the Public Utility Commission (PUC). The result of both investigations was that the billing is
  correct as rendered. The customer was directed to contact ALCOSAN to apply for a leak credit
  on October 8, 2019. No payment has been made to the customer’s account since May 2018.
  

  If you have any further questions in this matter, please contact me at ************ ext., ****
  or via e-mail to ******************.
  

  Sincerely,
  Zachary L******
  PUC Compliance Manager 

• Initial Complaint

  Date:06/16/2023

  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.

  2nd in a year that the company auto drafted my account twice for the same bill. I paid my water bill on 6/6/23 and then on 6/15/23 I was billed again for the same amount plus a late fee. The bill has been paid in full before the due date. But they took money out again in 6/15/23 and attached a late fee in addition

  Business Response

  Date: 06/16/2023

  Thank you for contacting The Pittsburgh Water and Sewer Authority (PWSA). Your inquiry is important to us. We will provide a response within two business days. If you need immediate assistance, please contact Customer Service at ###-###-#### and choose Option 5 to speak with a Customer Service Representative, Monday through Friday, from 8:00 am to 6:00 pm.
  
  Can we reach you in a water or sewer emergency? Provide your current telephone number to a Customer Service Representative or update your contact information via our online webform at pgh2o.com/update-contact-info.
  
  Here are some easy ways to pay your PWSA bill:
  
  • Enroll in eBilling to make payments for FREE! Visit our website and click on the green “Pay a Bill” tab, then click “Don’t have an account? Sign up now”. Once you enroll, you can also update your contact information in the portal.
  • Make a one-time payment online without logging in or enrolling in eBilling. Visit our website and click on the “Pay a Bill” tab, then click “One-time Payment” (service fee applies for non-residential customers).
  • Make a one-time payment by phone. Call ###-###-#### and choose Option 2 (service fee applies for non-residential customers).
  • Pay with cash at any 7-Eleven, Family Dollar, Dollar General, CVS Pharmacy, Walmart SuperCenter, or Walgreens location (service fee of $1.49 applies). Take your bill to a clerk at your selected store location. It’s that easy!

• Initial Complaint

  Date:05/22/2023

  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.

  Pittsburgh Water &Sewer Authority shut off the water of my property located at *** ********* *** *********** ** ***** on 04/27/2023. I did not owe any unpaid bills before that. I called their customer line, their representative was rude to me and told me the reason they shut the water off was that they couldn't read the water meter, they wanted to replace it. However, they couldn't replace it on the same day, they will need us to schedule to any other day, and said that they will restore the water shortly. PWSA did not mention any extra charge regarding this shut off or water restoration. The water got turned back on in the afternoon, and PWSA did replace the water meter next week. Recently, I received the latest water bill from PWSA, they charged me same day restoration fee $100 and $50 collection/shut off fee. I can not accept this unreasonable charge. PWSA said they couldn't read the water meter, but they have been charging my water usage just fine every month, also it is their problem to resolve the reading issue, they can't just shut off my water whenever they want without letting us know. Meanwhile, It was not me the customer to request a shut off and they can't complete the water meter replacement at the same day, I if I did not call to report a water shortage in my property, they couldn't have the water resumed until they completed the water meter replacement. I also question that is it legal to shut off the water of an occupied resident dwelling? I hope I would get a fair resolution. Thank you!

  Business Response

  Date: 05/31/2023

  This letter is in response to the above referenced customer complaint submitted on May 22,
  2023. Please be advised that The Pittsburgh Water and Sewer Authority (PWSA) has reviewed
  the complaint and account for *** ********* ******.
  On March 6, 2023, PWSA sent ********** ******** *** a 5-Day Termination of Service Notice
  for Non-Access.
  On March 16, 2023, PWSA sent ********** ******** *** a 10-Day Termination of Service
  Notice for Non-Access.
  On March 28, 2023, PWSA posted a 3-Day Termination of Service Notice for Non-Access to the
  property at *** ********* ******.
  On April 27, 2023, PWSA shut the water service at the curb at the property at *** *********
  ******. The account was charged a $50.00 Termination Fee.
  Later, on April 27, 2023, *******, an individual identified as the unlisted tenant at the property
  called Customer Service to request that the water service to the property be restored. The
  service appointment to restore the water service was scheduled for later that day.
  Later, on April 27, 2023, a PWSA Plumber visited the property for the scheduled service visit
  and restored the water service at the curb. The account was charged a $100.00 Same-Day
  Restoration Fee.
  On May 31, 2023, PWSA’s Compliance Manager submitted a request to credit the account for
  $150.00 for the Termination fee and Same-Day Restoration Fee as a one-time courtesy.
  If you have any further questions in this matter, please contact me at ************ ext., ****
  or via e-mail to ******************

• Initial Complaint

  Date:03/01/2023

  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.

  Pittsburgh Water & Sewer Authority: after many hours over many months trying to resolve the same problem I am now being ignored completely. I've set up, deleted, re-set up online accounts with automatic bill pay/credit card information only to be sent past-due-notices in the mail.
  
  10/27/22 I finally spoke to a manager, Maria ***** ********, who said that a "compliant ticket to the software company" has been filed. I'm unable to reach Maria and nobody will call me back while my problem sits unresolved. 10/27/22 I also received a telephone call from Brittnay (**** ******** explaining that this repeat problem is being handled.
  
  I have detailed notes with dates/times but I'm through wasting hours on the telephone line to no avail. On 2/24/23 I attempted to contact Maria, Brittnay, and anyone who could help but nobody will address this issue now or even return my call/email.
  
  Please help PGH20/Pittsburgh Water & Sewer Authority to "fix" my online account (ACCOUNT NO. *******), set up automatic bill-pay, AND properly close my complaint ticket through their software company.

  Business Response

  Date: 03/09/2023

  This letter is in response to the above referenced customer complaint submitted on March 1, 2023. Please be advised that The Pittsburgh Water and Sewer Authority (PWSA) has reviewed the complaint and account for 363 Copperfield Avenue. On March 9, 2023, PWSA’s PUC Compliance Manager spoke with Ms. ******** and advised that her prior automatic payments had been successful, indicating the issue has been resolved. Ms. ******** stated that she was satisfied with the outcome. The Compliance Manager provided Ms. ******** with their contact information, in case another issue should develop.