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:01/18/2024

  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.

  I am customer of TPU i am low income family with 3 small children under the age of 5 with the youngest being 2yrs old and autistic. So it is quite insensitive of a company to cut of my power without any prior notification to me the account holder. Instead they notify my ex wife who i have been divorced from for over year. Despite me updating my communications preferences back to my email twice. So now the shut my power off after 4 pm so off course all availble resources like 211, churches, dshs are all closed. When i call TPU customer care they are unsympathetic to situation partly caused by their billing department incompetence of notifying me prior to disconnect cause if i had been i would of opt in for payment resolution but off course i am no longer eligible once power been disconnected. So now i am sitting in the cold and dark with my three small children and autistic one is not understanding of the situation and obviously very upset and not easy to console.

  Business Response

  Date: 02/07/2024

  Thank you for contacting Tacoma Public Utilities via the Better Business Bureau.  We have received your inquiry regarding your utility service.  After review of the address provided, our records reflect that service has since been restored.  Please note that payment is required to guarantee service.  Disconnection notices are mailed to the address of record as indicated on the account.  If payment arrangements are needed on account, we ask that customers contact us prior to interruption in service.  Once a service has been disconnected, payment in full of any past due charges is needed to restore the service. 

  If you have any additional questions or would like to discuss your account in further detail, please contact our **************** ********************** directly at **************, Monday through Friday from 8:00 am to 5:30 pm or via email at *****************************************. 

• Initial Complaint

  Date:11/15/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  TPU advised a month ago that my meter was aged and needed replacing. I consented to the replacement (although I will note I was being told, and not asked). One month later, and my electric output is SEVERAL MONTHS worth of output in one billing cycle. It is at least double any prior billing cycle within the last three years. TPU, upon contact, indicated that the meter is more accurate now, and that is why the output is high. Once I clarified that this isnt the toaster or something the new meter is picking up, they advised me to hire an electrician. I declined as I am not responsible for an incorrectly registering meter. I requested to escalate the matter. This was declined. I requested an agent come and confirm, physically, that the meter is properly registering. Again, this was declined. I cannot help but draw a parallel between the installation of the better meter and the almost 3x increase on my utility bill the next cycle. I am currently exploring other utility service options, and have no choice but to question the ethics and integrity of TPU.

• Initial Complaint

  Date:10/06/2023

  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.

  *** charged me over $248 dollars for 6 days use of power to where I had paid the account upto date when I paid just a few days before move from my old address. Their explanation is I was removed from the budget billing due to moving, therefore, I owe them the amount above. I was never told about be taken off the budget billing cycle and that my cost will be more expensive. This company customers service is rude, will not provide a call reference number, refused to give me a supname or managers. This company is known to shut your power off if you owe even $20. I asked for a payment plan and was told no because I have to pay the whole amount and is considered past due. The billing date is 09/27 - 10/02/2023 and I'd past due. Even though they just billed me on 10/4/2023. They have even discouraged me from setting up a new budget plan because of the past due amount and wait to see how much it is a month. With my only option is paying higher bills and then put them on a payment plan that just continues to be a cycle and then you happen to ending ******* and it keeps going and going. Please help

  Business Response

  Date: 11/06/2023

  Thank you for contacting Tacoma Public Utilities via the Better Business Bureau.  We have received your inquiry regarding Budget Billing on your previous account.  Please note that the Budget Billing Program is not a discount program, however it is a payment plan that allows customers to pay a set amount each month based on the last 12 months of usage history at their respective service address.  This amount will be re-evaluated each year on the anniversary date of the enrollment into the Budget Billing program.  Accounts are still billed for actual usage, however any amount in excess of the set budget billing amount will accrue in what is referred to as the Budget Biling Differentials.  This amount can fluctuate each month depending on the customer's actual usage.  Should the account close for any reason, if there are any balances still owing in the Budget Billing Differentials, this will release to the account and charges will be due with the Final Bill.  We are unable to provide account specific information via third party, if you would like to discuss account specific information, please contact our **************** ********************** directly at **************, Monday through Friday from 8:00 am to 5:30 pm.  

  Respectfully, 

  Tacoma Public Utilities **************** 

• Initial Complaint

  Date:08/17/2023

  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.

  Apparently, they have to receive and post payment for the previous owner outstanding balance before continuing service. Pretty ridiculous since they have access to peoples SSN and can also place a lien against the propertys title. Their payment is more than guaranteed, yet here we are two days without water or power. Truly an inefficient system protected, rendering favors to government rather than citizens.

  Business Response

  Date: 08/29/2023

  Thank you for contacting Tacoma Public Utilities *****************  We have recieved your inquiry via the Better Business Bureau regarding the transfer of services after the sale of a property.  
  
  Please note that Tacoma Public Utilities is a lienable utility.  We require that there is a valid Escrow Quote on file or that balances be paid in full before the transfer of service between seller and buyer.  We have reviewed the property address indicated in this inquiry and our records reflect that this matter has since been resolved and services were established for the new owner.  If you have any additional questions, please contact our **************** ********************** at **************, Monday through Friday from 8:00 am to 5:30 pm.  

• Initial Complaint

  Date:08/07/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  After breakup, my ex-girlfriend suggested I switch the electric **** that was in her name into my name. I promptly complied and requested a service start from Tacoma Public Utilities (TPU). On March 3, 2023. At that time, I made all necessary information updates so I could be notified of any progress. Subsequently, I received a notification from TPU that her ********************* Request has been accepted for processing. Additionally, they provided further details about when the service was supposed to start: March 6, 2023. On March 14, 2023, an email notification from TPU reached me and stated that my exs request was completed.However, without any prior notice or bill, I realized my electric was shut down. After contacting them, they said that there was a past due balance on my exs account (Account # ********** that had to be paid before service could be restored. Over the phone conversation, I explained to the agents and to their supervisor that the account was no longer in my exs name and that a request was placed back in March and that same month I received an update that this was completed. I further added that that if any payment was to be made, it should be toward my account (Account #: **********. But they insisted that, before restoring service back into my unit where I had my 8-months old baby girl, I pay any outstanding balance in my exs account. I asked to speak to a supervisor and was told that none was available at that moment because it was after hour that Monday, and that a request would be placed in on my behalf for a supervisor or a manager to call me back when the offices reopen. They insisted that the only way to restore service was to pay the whole outstanding balance of $364.83. I did, with the hopes to talk to a manager to work it out. No one called me from TPU for weeks. Next thing, while I was making breakfast for my sick baby girl, the power went out on July 13. After investigating this was not a regular outage in my area, I contacted TPU and was told I had to pay at least $100 to have my service restored. It was only then that TPU has set up a new ************* for me. Meanwhile, they had me paying on somebody elses account without re-adjusting the credit of every payment I had made in the past. In a nutshell, instead of going after my ex to collect any past due amount she might have owed or still owes, they made me pay on my exs account and never set up my account when they had sent an email out on March 14 to tell me that this was completed. I had paid the amount requested to have my service turned back on. I had also requested a call from a manager to resolve this and get all my credits adjusted into my account. Soon, they will be shutting my power off again, without resolving this issue. My ex is not even on my lease. But they are making me pay her debt when we were never married in the first place. She was just my girlfriend. How is that possible? Can you please help fix this?I have all the supporting evidence such as account numbers (both my exs and mine), my lease agreement showing just my name, all the payments they ever took from me that were supposed to be applied to my account and not to my exs, as well as the emails received from TPU to support my claim and complaint.

  Business Response

  Date: 08/29/2023

  Thank you for contacting Tacoma Public Utilities **************** through the **********************.  We have recieved your complaint regarding transferring of service and a payment dispute.  
  
  Upon review of the account for the address provided, our records show that a formal dispute was submitted and this matter has since been resolved.  Service has been transferred accordingly and payments have been corrected and posted to the correct accounts.  Should you have any additional questions or concerns, please contact our **************** ********************** directly at **************, Monday through Friday from 8:00 am to 5:30 pm.  Thank you! 

  Customer Answer

  Date: 08/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/08/2023

  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.

  Had TPU come an disconnect our water today even though we made a five hundred dollar payment at the beginning of the month and 8 days in they still shut it off. I could go on an on about the unprofessionalism (i.e.. ****************** service rep ******** the wrongful misconduct and shady dealings of this monopoly of utility company, like most that rob families an force them to overpay for natural resources that are supposed to belong to the people to begin with! TPU takes my money then wrongfully disconnects my water, then wants to charge me for turning off a valve, recharge me for turning back on a valve, an fine me if I turn back on as tampering for their mistake. I have had so many experiences like this an worse dealing with Tacoma Public Utilities. They are a joke

  Business Response

  Date: 06/29/2023

  Thank you for contacting Tacoma Public Utilities.  I apologize for the experience you have had with the utility.  If you would like to discuss your account further, please contact our office directly to provide account details and a **************** Manager would be happy to assist you.  

  Additionally, please note any work done with the meter (starting, stopping, reconnecting, disconnection, turning on or off of service), must be completed by an authorized Tacoma Public Utilities member, or permission must be given and disclaimers reviewed for a customer to conduct a self-turn on.  If permission is not provided and disclaimers have not been reviewed and service has been turned on by someone other than an authorized Tacoma Public Utilities Representative, this could result in termination of service, unauthorized connection fees, tampering fees, as well as damage fees if applicable.  

  If you would like to discuss your account in further detail or have any questions regarding the above information, please contact our **************** ********************** directly at ************, Monday through Friday from 8:00 am to 5:30 pm.   

• Initial Complaint

  Date:05/28/2023

  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.

  billing period 03/03/2023-03/31/2023 due date current bill 04/18/2023. budget billing due past due amount 04/10/2023. payment made full amount ****** on 04/15/2023 another payment made in the amount of ****** on 04/24/2023. attempt to contact TPU via website communication once I realized my payday and due would make payment late. By the time TPU respond due passed. I did see on any written commutation, not notify until after due date TPU does not allow customers on budget billing to make payment agreements or extend due date. TPU decided to kick me off budget billing and not enrollment until current bill of ****** is paid. when I contacted TPU to understand how my bill could be so high for one person in a one bed room. the representative I spoke with did not listen to a word I was saying no one I've come into contact has. the lead I was transferred to refused to allow me to speak to a manager. both representative and lead condescending and dismissive. am I not disputing payment made late. what I don't understand is being required to back pay moths while on budget billing. not current energy usage. but the time on budget billing because TPU kicked me off of budget billing. if someone is one budget billing logically that means customer wouldn't be able to afford an almost ****** light bill.

  Business Response

  Date: 06/07/2023

  Thank you for contacting Tacoma Public Utilities through the Better Business Bureau. We have received your inquiry regarding the Budget Billing Plan on your account.
  
  Please note that the Budget Billing plan for residential accounts is not a discount program. The Budget Billing plan allows customers to pay one consistent and predictable utility payment amount every month. The monthly amount is based on the last 12 months of usage history at each respective premise and this budget amount is recalculated every 12 months.  
  
  While the budget amount is set monthly, any actual usage either less than or in excess of the budget amount is calculated in what we refer to as the accounts Budget Billing Differentials.  As the Budget Billing Plan is an arrangement in and of itself, we are unable to make any additional payment arrangements on budget amounts that are due.  If payments are not received by each respective due date, the account risks being removed from the Budget Billing plan.  Any actual charges that accrued in the Budget Billing Differentials will be released to the bill and due in full by the respective bill due date. 
  
  If you have account specific questions, please contact our customer service ********************** directly at ************ as we are unable to provide specific account information via third party channels.  

• Initial Complaint

  Date:05/09/2023

  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.

  About 3 years ago the house i had been renting was sold due to covid and i was offered as a severance offer from my 10 month lease that the company Thoery was to pay my utilities bills for the property. I still have proof that they paid the gas bill but the electric wasnt paid before we left the property. We have been homeless since then and we finally found housing and we turned on services for our current address. The old bill was set up for payment arrangement in which I have kept up with or exceeded. Yet every single month we have been stressed out and scrambling to find extra money to pay 2 weeks before our bill is due. The last 2 payments were applied to our account on May 3rd for $900 and $500. My payment arrangement is not due until May 28th but they are threatening to cut everything off this Friday on May 12th. Im being told that I have to pay the remaining balance of 2,000$ . I have 3 adult disabled people who I take care of and because of this situation we are being evicted. I cant make another payment until May 28th but if they shut us off then I wont be able to make any payment as we will be forced to leave our home early so that my one client can still use her oxygen. I have utilized every resource available in my community.

  Business Response

  Date: 05/23/2023

  Thank you for contacting Tacoma Public Utilities.  We have reviewed your inquiry and we are unable to provide account specific details via the Better Business Bureau.  Our records do indicate that payment arrangements were offered, however, no call back was received to proceed with what was discussed.  Our records reflect that this account has since closed.  If you need additional information, please contact our **************** ********************** directly at **************, Monday through Friday from 8:00 am to 5:30 pm.  

• Initial Complaint

  Date:03/02/2023

  Type:Order 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.

  Attempted to set up power for 1/2/23 on 12/29/22 was prompted to do so online Revived an email confirmation on 12/29/22 Email from tpu on 1/5 with confirmation of account with incorrect start date of 12/30/22 Emailed back 1/15 informing them information was correct No further correspondence from TPU. On 3/2 my power was shut off. It is supposed to be 33 degrees tonight. Freezing temps. Also, they have a landlord continuation agreement intact stating that they are to bill the property back so they can go after the resident. They are not to turn off power. Have had to deal with them seeing as I am the property manager many times and they are just the worst to work with. Total nightmare.

  Business Response

  Date: 03/14/2023

  Thank you for contacting Tacoma Public Utilities.  We have received your complaint through the Better Business Bureau. 

  
  After review of your account, our records reflect that payment has been received on your account and service has since been restored.  Additionally, the move in date was corrected to the date of customer request. 
  Please note that Landlord Continuation agreements allow for service to be transferred into the owners name between tenants but does not prevent disconnection due to non-payment.  if service is active in a tenants name, service may be subject to disconnection if payments for past due balances or a security deposit is not received. 

  
  If you have any questions, or need additional information,please contact our **************** ********************** at **************, Monday through Friday from 8:00 am to 5:30 pm. 

• Initial Complaint

  Date:02/02/2023

  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 just moved into a new house in September and now have TPU, I received a bill 2 months in a row for almost 100 dollars. I asked why is my bill so high, because the water service I have received elsewhere for over 10 years was bi monthly, and was much less than that, I was told I have a leak. I don't feel any research on billing was even done! I want an explanation. Here is the email I received:-----Good Morning *****, Thank you for contacting Tacoma Public Utilities ***************** We have received your request and this account is billed every 2 months. If you are concerned about high usage there may be a leak at your property. If a leak is found, once repaired you can request a leak adjustment. Leaks can be from leaky toilets, faucets, or pipes that provide water to the home. Leak adjustments may be requested for a property once every 18 months. Leak adjustments can take up to more than one billing period to process and are not guaranteed. If approved, the adjustment will appear on a future invoice. Leak adjustments may take more than one billing period to process to ensure customers who qualify for the leak adjustment receive the highest adjustment available on their water, wastewater, or both. Leak adjustments are processed on the highest billing period within the 60 day time frame. If you need further assistance, please contact us at **************, Monday through Friday from 8:00 am to 5:30 pm. Respectfully,******

  Business Response

  Date: 03/14/2023

  Thank you for contacting Tacoma Public Utilities via the Better Business Bureau.  We have received your inquiry regarding the billing on your account.  After review of you account, our records do reflect that your service is billed on a bi-monthly basis on the odd months.  The two bills referenced in your inquiry for roughly $100 were for 2 months of service respectively.  The two bills combined totaling roughly $200 would be for 4 months of service.  The usage on your account does not reflect any abnormal usage for service at this address.  If you have any additional concerns you would like to discuss, please contact our **************** ********************** at **************, Monday through Friday from 8:00 am to 5:30 pm.  

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 18972206
  
  I am rejecting this response because: I don't understand. You say my billing is bi monthly on the odd months. When is my next bill then?
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/20/2023

  Thank you for contacting Tacoma Public Utilities via the Better Business Bureau.  If you would like to have detailed information regarding the billing on your account, please contact our **************** ********************** directly at ************** or via email at *****************************************.  

  Customer Answer

  Date: 03/26/2023

   
  Complaint: 18972206
  
  I am rejecting this response because you did not give me the information I requested. stop sending me these generic copied and pasted messages and actually read what I am typing. I reached out originally because I was QUESTIONING the rate of the bill, and was told that it was because of a leak. You then told that was not the case, but will not tell me when the next bill is due. Your system makes no sense. If you are saying my bill is every other month, then I should have a bill due in April, but you have sent me NO BILL FOR ***** and its the end of March!
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/04/2023

  Thank you for contacting Tacoma Public Utilities via the Better Business Bureau.  Please note that we are unable to provide account specific information through a third party platform.  If you would like to discuss specific details of your billing cycle, please contact our **************** ********************** at **************, Monday through Friday from 8:00 am to 5:30 pm.  You may also visit our Lobby to speak an **************** Representative in person, Monday through Friday from 8:00 am to 4:30 pm.