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:01/19/2023

  Type:Product 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 have a credit on a closed account of $139.25 and the company has yet to refund me the $139.25 owed to me. I submitted the refund application and all required documentation to them in October as they instructed. They advised me my refund check would be mailed out within 4-6 weeks and it’s almost the end of January we are at 12 weeks and still nothing. I’ve called 3 times and each time the rep says they will email the person responsible for the refunds. The money is not Pittsburgh Water and Sewer Authority’s how can they hold on to someone else’s money. The name on the account is ******* *********, and account number is *******.

  Business Response

  Date: 01/25/2023

  This letter is in response to the above referenced customer complaint submitted on January 19, 
  2023. Please be advised that The Pittsburgh Water and Sewer Authority (PWSA) has reviewed 
  the complaint and account for **** ****** ******.

  
  On January 24, 2023, a refund application was processed, and a check for the credit balance on 
  the account was issued.

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

  
  Sincerely,

  
  Zachary L******
  PUC Compliance Manager 

• Initial Complaint

  Date:01/14/2023

  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.

  PWSA is my utility provider. Since around August of 2022, my billing started getting mixed with my daughter, who lives in the house next door. I have called over a dozen times, as well as my daughter trying to fix this issue and we can't get this resolved.
  
  At first, both bills were coming under my daughters name, but to my address. After we called, they "fixed" the issue and blamed this on a new system they got over the summer. I am the owner of my house and my daughter is the owner of her house - they verified this via the Allegheny county website and said they would correct. The next month, everything was under my name and I received 2 bills in the mail.
  
  During my phone calls, the representatives blame this on a number of things, but the majority of the time it all leads back to a new system.

  Business Response

  Date: 01/19/2023

  
  This letter is in response to the above referenced customer complaint submitted on January 14,
  2023. Please be advised that The Pittsburgh Water and Sewer Authority (PWSA) has reviewed
  the complaint and account for 918 Dunster Street.
  

  On January 17, 2023, PWSA’s PUC Compliance Manager completed the account maintenance
  to separate Ms. *******’s account from the account for a neighboring property.
  

  On January 18, 2023, a Compliance Analyst attempted to contact Ms. ******* to review the
  changes to the account. The call went unanswered. The Compliance Analyst left a voicemail
  with their contact information.
  

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

  Sincerely,
  

  Zachary L******
  PUC Compliance Manager 

  Customer Answer

  Date: 01/26/2023

  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.
  
  

  
  

  Nothing was fixed. Ilogged into my pgh20 account and under contact info and account information, it shows my daughters name, to her address, but for my service address. Also, I had an off cycle bill generated showing the same, which I attached.  I tried to call back and follow the options, but the rep I spoke with had no information on my complaint and told me my account was updated. 

  
  

  I want my house and account in my name and my daughters in her name. I dont understand why this cant be corrected. 
  
  Regards,
  
  
  
  ***** *******

  Business Response

  Date: 02/01/2023

  This letter is in response to the above referenced customer complaint submitted on January 14, 
  2023. Please be advised that The Pittsburgh Water and Sewer Authority (PWSA) has reviewed 
  the complaint and account for 918 Dunster Street.

  
  On January 17, 2023, PWSA’s PUC Compliance Manager completed the account maintenance
  to separate Ms. *******’s account from the account for a neighboring property.

  
  On January 18, 2023, a Compliance Analyst attempted to contact Ms. ******* to review the 
  changes to the account. The call went unanswered. The Compliance Analyst left a voicemail 
  with their contact information.

  
  On January 31, 2023, PWSA’s PUC Compliance Manager spoke with Ms. ******* and 
  provided her with the updated account information.

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

  
  Sincerely,

  
  Zachary L******
  PUC Compliance Manager 

• Initial Complaint

  Date:01/08/2023

  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 have attempted to contact this company via email with numerous billing issues 1/3/2023, 11/1/22, 10/18/22, 10/12/22, 9/27/22, 8/5/22, 8/3/22 in regards to 8 different landlord accounts with PGH2O and still have no resolution. They acknowledged the receipt of the email each time and did nothing about it. I want all of the issues resolved for each of the 8 accounts noted in the numerous emails sent with most recent list sent on 1/3/2023. Also, I spent hours on the phone waiting and then speaking to Trevor and Janice on 10/3 and was promised a call back within a few days by Janice but received no follow-up on the issues. They were both made aware of those issues and it is over 3 months later and still nothing. I can't waste anymore of my time on these issues. They need resolved ASAP.

  Business Response

  Date: 01/17/2023

  This letter is in response to the above referenced customer complaint submitted on January 9, 
  2023. Please be advised that The Pittsburgh Water and Sewer Authority (PWSA) has reviewed 
  the complaint and account for **** ****** ******.

  
  On January 10, 2023, PWSA’s PUC Compliance Manager contacted Mr. ***** to review his 
  requests for account maintenance.

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

  
  Sincerely,

  
  Zachary L******
  PUC Compliance Manager 

• Initial Complaint

  Date:10/04/2022

  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.

  I have spent hours on the phone trying to get a bill for a property I own. My billing account number exists under a different address. While everyone I have spoken to understands the problem they can’t resolve it. And basically say there is nothing they can do. I have held for hours. I was promised a call back and didn’t get. I hold for ever and get auto dumped into a survey asking how My expierence was. Without even speaking to anyone. I am beyond frustrated

  Business Response

  Date: 10/14/2022

  
  
  This letter
  is in response to the above referenced customer complaint submitted on October
  4, 2022. Please be advised that The Pittsburgh Water and Sewer Authority (PWSA)
  has reviewed the complaint and account for **** ********** *******
  
  On August 1,
  2022, PWSA transitioned to a new primary software for managing customer
  accounts.
  
  On September
  27, 2022, ***** ******, an individual identified as the owner called Customer
  Service to request assistance with adding an account to his online profile. The
  Customer Service Representative advised Mr. ****** that they were unable to
  resolve the issue, but they have escalated the issue to a Senior Customer
  Service Representative to be reviewed.
  
  On October
  4, 2022, Mr. ****** called Customer Service to inquire about the status of his
  prior request for assistance with adding an account to his online profile. The
  Customer Service Representative advised Mr. ****** that they had deleted the
  existing online account so that it could be reestablished.
  
  Later, on
  October 4, 2022, Mr. ****** called Customer Service to request assistance with
  adding an account to his online profile. The Customer Service Representative
  advised Mr. ****** that they were unable to resolve the issue, but they would
  investigate the matter further and contact him afterwards.
  
  On October
  6, 2022, the Compliance Manager at PWSA escalated the issue to the software
  engineers who are responsible for resolving issues such as the one Mr. ******
  is experiencing.
  
  The
  technical issue associated with the recently implemented software has been
  escalated to the appropriate persons and will be resolved. PWSA’s Compliance
  Manager will ensure that the issue is resolved.
  
  If you have
  any further questions in this matter, please contact me at ###-###-#### ext., #### or via e-mail to ********@*****.com.
  
  Sincerely,
  
  Zachary
  L******
  Compliance
  Manager
  
  

• Initial Complaint

  Date:07/05/2022

  Type:Product 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.

  PWSA is a terrible and unethical business. Please issue a full refund of $245.94 to me asap. In March, I purchased a property (*** ****** ***) that used PWSA for water service. The previous owner (the seller) didn't pay the overdue water bill that is more than $200. To avoid further penalty and to avoid a lien to be put on the property, I made a payment of $245.94 towards the previous owner's account # ************** in June. Meanwhile, I didn't realize that my closing company has made a payment for $250 towards the same account #************** at an earlier time (please see the screenshot below for my closing company confirmation of payment). The above two transactions have resulted in an overpayment a credit in account # **************. To get a refund for $245.94, I called PWSA customer service at 412-255-2423. Despite that the website claims (see the screenshot below) that customers can call the number for refund, I found that's not the case. The customer service's attitude is horrendous. When I told her I would like to get a refund for the reason above, she told me to go on the website and check on my own. She refused to assist any further. Additionally, the reason I made the payment of $245.94 after (yes, after) my closing made the payment is that PWSA's system is deceptive. Even after my closing company's payment of $250 and my payment of $245.94, the PWSA online is still showing the account has an overdue (yes you saw it correctly, it's $$$ due) of $245.94 (please see a screenshot below). In summary, 1) PWSA's online system is deceptive. Despite my payment of $245.94 and my closing company's payment of $250, it's still showing $245.94 due. Ridiculous. 2) PWSA is a terrible, unethical and money-hungry business with horrendous customer service. When I called in to ask for a refund, I was rejected for any assistance. 3) I sincerely hope and pray that a different water utility company will rise in the near future to replace PWSA.

  Business Response

  Date: 07/10/2022

  
  This letter
  is in response to the above referenced customer complaint submitted on July 6,
  2022. Please be advised that The Pittsburgh Water and Sewer Authority (PWSA)
  has reviewed the complaint and account for *******-*******.
  
  On April 19,
  2022, PWSA generated a final bill in the amount of $275.22 and transferred the
  account into the name of *** **** per the Final Bill Application.
  
  On May 27,
  2022, ******* ********, a tenant at the property, had contacted PWSA to report
  that she was previously receiving bills, but is no longer receiving a copy of
  the billing statement. The representative explained that a new Owner/Tenant
  Addition Form would have to be submitted since the property owner had changed.
  Ms. ******** explained that she had been making payments to the inactive
  account. Later that day, *** **** contacted Customer Service and a Customer Service
  Representative explained that an Owner/Tenant Addition Form would have to be
  submitted for the tenant to be added to the account and explained that the final
  bill was still outstanding. The representative suggested to contact the closing
  company regarding the final payment because any unpaid charges could result in
  a lien against the property.
  
  On July 5, 2022,
  *** **** contacted Customer Service to report that multiple payments were made
  to the inactive account and requested a refund. She stated that the closing company,
  the tenant, and herself had made payments to the inactive account number since
  the property was purchased. The representative explained the steps to submit a
  Refund Application via PWSA’s website.
  
  On July 7,
  2022, PWSA received a Refund Application via email. A PWSA Customer Service Representative
  responded via email and requested additional information regarding the payments
  due to the multiple sources of payments.
  
  On July 8,
  2022, *** **** contacted Customer Service regarding the refund. The Customer Service
  Representative explained the refund process. Ms. **** explained that the seller
  refused to pay the final bill, and the closing company had not paid the final
  bill from the seller’s escrow account. The representative explained that the payments
  would be reviewed, and any overpayment that resulted in a credit would be
  issued to the payer. The representative also explained that refund process can
  take up to 4 weeks.
  
  PWSA’s
  account records indicate that the final bill was not paid in a timely manner at
  the time that the property was purchased. Multiple payments were made to the
  inactive account which resulted in a credit balance. PWSA’s Application for
  Refund explains that the completed application and a copy of the front and back
  of the check that created the credit must be submitted, and that processing can
  take up to four to six weeks.
  
  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, Customer Service