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Business Profile

Utility Water Company

Hope Utilities

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Utility Water Company.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:12/09/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Hope Utilities owns *********** ***** which runs my neighborhood’s water through ******** *****. Our entire neighborhood has experienced 10+ outages since October 3rd and the company has yet to fix the issue. We have spoken with the president of the company, Bryan T***** and he says it’s not their fault, it’s our power company ******* fault. We have since gotten in touch with *****, and they told us that the water company may not be properly maintaining their equipment. After months of this issue (currently experiencing an outage), we are looking for a resolution of no further outages and proper compensation for out of pocket expenses when these outages occur in addition to a refund of our water bills during the affected months. Outages are outlined below: October 3 began experiencing water pressure issues October 4 - 12 hours 8:08 AM - 12 Noon 2:36 PM - 10:30 PM October 5 - 4.5 hours 1:55 PM - 6:23 PM October 6 - ~3 hours 4:44 PM - 7:20 PM November 5 - ~3 hours 11:45 AM - 2:30 PM November 16 8:00 AM - low water pressure, resolved about 15 minutes later November 19 - 8 hours 7:15 AM - 3:30 PM November 21 - 1.5 hours 10:00 AM - 11:30 AM December 1 - 1 hour 8:00 AM - 9:00 AM December 6 - current 10:30am -

    Business Response

    Date: 01/06/2025

    Over the last few months, customers of ******** ***** Company have experienced intermittent disruptions in water service due to pump shutdowns resulting from voltage surges in our commercial electricity supply. We understand how frustrating and difficult it is to deal with utility services interruptions.


    ******** ***** Company has worked diligently and proactively to try to manage these challenges. We have consulted with multiple technical professionals and the electric company supplying our electricity, ***** ******** Cooperative. Our understanding is that the voltage problems from ***** were caused by a lightning strike to its infrastructure.  Unfortunately, the resulting repeated voltage surges in our commercial electricity supply have triggered multiple pump shutdowns and likely ******** equipment damage, interrupting our ability to serve our customers. 


    We have continued to have discussions with ***** and have ordered and begun installation of new equipment to replace any damaged components. A portion of the new equipment was installed on Tuesday, December 31, 2024, and we understand that ***** has resolved the voltage surges.  We believe, therefore, that the interruptions customers experienced due to the ***** lightning strike will very shortly be entirely resolved with no further disruptions in service.  

    Customer Answer

    Date: 01/07/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not fully resolve my complaint. While Hope Utilities mentioned that they anticipate the problem will be resolved soon, they have not offered any compensation for the lapses in service.

    Here's a complete list of outages compiled by us and fellow community members in our neighborhood who have been simultaneously experienced lapses in water service:

    18 Outages

    October 3 

    October 4 - 12 hours
    8:08 AM - 12 Noon
    2:36 PM - 10:30 PM

    October 5 - 4.5 hours
    1:55 PM - 6:23 PM

    October 6 - ~3 hours
    4:44 PM - 7:20 PM

    10/29

    November 5 - ~3 hours
    11:45 AM - 2:30 PM

    November 16  
    8:00 AM - low water pressure, resolved about 15 minutes later

    November 19 - 8 hours
    7:15 AM - 3:30 PM

    Nov 20

    November 21 - 1.5 hours
    10:00 AM - 11:30 AM

    Nov 23

    December 1 - 1 hour
    8:00 AM - 9:00 AM

    December 6 - 1.5 hours 
    10:30 AM - 12:00 Noon

    Dec 9

    Dec 11

    December 26 - 1 hour
    7:20 AM - 7:48 AM
    3:11 PM - 3:35 PM

    December 27 - 1 hr 20 min
    12:00 Noon - 1:20 PM

    December 31 - 
    10:45 AM - 11:10 AM

    This lengthy list of outages throughout several months proves the company's lack of initiative in resolving the issues for this neighborhood. More than an apology is owed.


    Regards,

    **** *****

Hope Utilities is NOT a BBB Accredited Business.

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