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:07/08/2025

  Type:Product 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.

  On Thursday July 3, 2025 at 7:40 pm, I went onto Universal Utilites website to pay my bill. I did so on my Iphone. It went through and I screenshotted my confirmation and checked my bank to make sure it got taken out. The next day I looked at my bank account to verify how much I had as I was about to go to something with my kids for the 4th and go get some grocery's. I then noticed Universal took the payment out 3 times, so $360 extra out of my account. I couldn't call because they are closed Friday-Sunday so I tried to contact my bank to see if they would refund it. They said I would have to dispute it which could take up to 45 days. As someone who is struggling and lives paycheck to paycheck, I needed that money. My husband only has 27% of his heart working after a heart attack and can't work like he used too and I am doing everything I can. I called Monday morning when they opened and talked to a ****** who told me someone would call me back shortly and if I paid with a credit card or debit card, they should be able to refund me. After waiting 6 hours for a phone call, I called back. I was told then I had to dispute it with my bank and wait they couldn't refund me. Also they know it a problem on Iphones and sometimes it happens if you leave the website on. Why isn't there a notice on the webpage then? Why can't they refund me? They then tell me they will call me back the next day which they never did. I was also told that if I would of called the say I made the payment when it was pending in my account they could of refunded me. All three chargers weren't taken out that day and they were already closed. I am so frustrated all I have been doing is crying.

• Initial Complaint

  Date:05/28/2025

  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.

  My water meter broke back on January 23, 2025. The company was said to be behind and a replacement wouldnt be possible for 6 weeks. Its now been 5 months and we still have no water meter. I paid the water bill to a zero balance on 3/31/2025 and received a $380 shut off notice a short time later. I thought it was a mistake so I waited for more information. As of today 5/27/2025 they have disconnected our water and I cannot even get them on the phone. I have spoken to a representative who refused to help me in any way. I have not gotten any other written communication from the company. They have ignored my requests for my water meter for multiple months and have refused to help me solve the issue. I just want an itemized bill and to know where my water meter is.

• Initial Complaint

  Date:05/13/2025

  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.

  I have had nothing but issues with this company. Last month I tried paying my bill and their website was down and so I called several times and got hung up on. So I set up auto pay so the bill would get paid. They never took it out and the water Then got shut off because I could not pay the bill.when they shut the water off they made the pipe leak and had a flood under our home. I called maintenance to come fix it. Then I called them to tell them what happened they just made me pay a reconnection fee even though they did not have anyone come reconnect it and it had to be repaired. Then this month I had to call for over an hour after I kept getting hung up on because I got an email stating it was being shut off again and it's not even due yet and they tried taking it from an account that was closed. They added a 50 dollar fee because of it. I asked them if the fee could be taken off since the account it no longer open they told me no and if it's not paid by the 26th it will be shut off. I don't think it's right for them to be charging all these fees when their systems the ones messed up and their customers are being scammed out of more money every month.

• Initial Complaint

  Date:02/27/2025

  Type:Product 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.

  This persistent issue has hindered my attempts to communicate with Universal Utilities, resulting in repeated unsuccessful attempts to resolve the matter. I have only been able to contact one individual who consistently hangs up, leaving no resolution. This situation has caused significant distress to my family, and I am writing this review with over 50 complaints against Universal Utilities in mind. It appears that they prioritize profit over customer service, and I have substantial evidence to support this claim.Universal Utilities appears to be a fraudulent organization that exploits their monopoly on the water supply for Township as a means of extortion and profit-seeking. I cannot count the number of times my water has been disconnected, even after paying exorbitant and unreasonable amounts. Our quarterly bill, which was previously $200, has now increased to over $300 per month, yet no resolution has been provided. We have experienced extended periods of water disconnection, lasting for days, without any assistance or payment plans offered by *********************** desperation, I sought help from the state, which paid off the outstanding debt in full. However, weeks later, the water was disconnected again in a panic. I contacted Universal Utilities for assistance once more, but they refused to provide any resolution. They made two overpayments totaling over $600, but the water continued to be disconnected, and they demanded the same amount of money again, as if they were not receiving payment. I have concrete evidence proving that they have received two overpaid payments in the past few months, yet they continue to demand more. The amount of money paid does not reduce the outstanding balance This persistent issue has caused substantial hardship and health problems for my family. I am uncertain how Universal Utilities has been able to evade accountability for so long, but I hope that this review will bring attention to their actions and facilitate a resolution

• Initial Complaint

  Date:01/21/2025

  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.

  It is currently the middle of January, and I noticed a cold breeze in our bedroom that isnt usually there. I went outside to look at the structure and found out that our skirting on our trailer exactly in front of the water meter is damaged and will not go back together properly due to damaged components. Several times throughout the year I have had to go out and fix the skirting that was ripped out and not reassembled. Universal utilities should be responsible for repairing the skirting cover and holder in the area that it is damaged.

  Business Response

  Date: 01/21/2025

  Hello,

  We have read Mr. ******** complaint. Universal Utilities dose not service meters in the community of ****************************. On 1/4/2023 was the only time that our service technician went underneath Mr. ******** home and that was to check the meter. That was 2 years ago. Mr. ****** may want to at other reasons for his siding to be damaged.

  We request this complaint to be closed per our facts and no way our company is responsible for damage to his skirting.

  Universal Utilities

  complaint department

• Initial Complaint

  Date:01/15/2025

  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.

  I always mail my check and the bill back to universal utilities every month. They keep saying.1. They didn't receive it 2. It's late Charge late fees and threatening letters they are shutting my water off. The month of December I mailed the check and I got the check back ripped up along with the letter being mailed to me saying the mail destroyed my check sometimes that happens they said??With another turn off and late fee. They waited until January 12 to mail this back to me. Why a over a month Every bill that comes I mail back out water bill gas and electricity. So how can the gas and electricity company gets my checks in time with in 2 to 3 business days but this office is michigan says they don't get it or it's always 3 weeks to a month before they get it ?? They never pick the phone up they always are hateful and tell me I need to make the 104 mile drive if I didn't want it to be late each month. I said you understand it's a 104 mile one way trip she was hateful said if you don't want late fees and your water bill to get higher and turned off you need to make the trip you need to come to our office and hung up. I have asked how we can get this business shut down they need to have their records checked they are charging on a 3k bill each month and sending the owner a 14k check each month that is against the law charging us this amount i have also. Reported this same company in this trailer park since they bought this park is always late and getting threatening letters they are shutting our water in this park. They are all scamming. I want to go back to the local city mailing us a bill not this owner or these cons that are over charging us and adding late fees and threatening letters each month

• Initial Complaint

  Date:12/06/2024

  Type:Customer Service 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.

  This company is charging a $50 late fee and or NSF charge. This is ridiculous. Extremely unprofessional and not willing to help when a problem arises. I truly hope the company goes out of business and or is required to go to some customer service classes. I will be contacting higher *** to discuss the ridiculous $50 fees.

• Initial Complaint

  Date:08/06/2024

  Type:Billing 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.

  Over charging water bills suppose to remove fee never removed disconnect fee never removed

• Initial Complaint

  Date:06/11/2024

  Type:Billing 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.

  This is an update to my first complaint against universal utilities on the june payment due the 5th sent out the 25th of may, and they claim it took 15 days for them to receive this payment . I have Never had problems ever with my mail being delivered anywhere. These are just greedy corporate bullies. Amazing how today the eleventh of june I received in my mail box one pink shut off notice with no date of when it was made out and processed for the payment of ***** plus late fee of 16$ total ***** and I have until the 19th to pay it before they shut it off ? So that gives me 8 days to get payment to them knowing somehow it took 15 days for them to receive this payment ? Am I missing something because amazingly there doesnt seem to be a problem with my getting their Bill's through my deliverer because apparently it took 6 days for me to receive the shut off . Oh but wait I also received my regular billing too fir my next payment with the same charge of ***** plus late fee plus new bill amount and I got that in 6 days too ????*amazing! Like the representative **** told me it's better to pay 5$ paying by phone than to pay 18 dollars in late fees all the time am I missing something here?? All this started from a one day payment supposedly being late begging a rude and nasty manager to waive the late fee which did but with strings attached for my next payment being 5 days late and 15 days in between to receive it with no problems in the past up until recently and the manager at universal utilities blaming it on my local postal service and their slowness of payment. Universal representative told me two years ago as long as the payment was sent out 5 to 6 days prior to due date not a problem ( and there hasnt been until people started getting greedy. I had an explanation on a letter for my march payment which was apparently one day late which I dont believe because they are liars. It still would gave made it there because I NEVER had problems with my mail before this.

• Initial Complaint

  Date:06/05/2024

  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 signed my lease on March 14th. Apparently the day before on March 13th they replaced the meter. They sent me a bill for 475 dollars for that meter to be replaced even thought I did not live there yet when they say they replaced it. I mean as a tenant aren't you supposed to have the right to water? So they shut my water off within 2 weeks of moving in because I refused to pay to replace a meter that was replaced before I even moved in.

  Business Response

  Date: 06/18/2024

  Hello,

  We have read the complaint filed by *****************************. Looking at the notes on the accounts, the ********** of ***** ***** did a name change on the account, which means the balance was inherited. They were told to contact the ********** of ***** ***** concerning the meter. Per ********************* husband (who has been communicating with our office) stated that a relative owned the home prior and they took over. she was not charged $475 for a meter. The replacement cost for a broken meter is $325 (the responsibility of the resident to protect meter and service lines from freezing).

  They have not made any payments and have turned their water back on illegally, which is tampering and against the law. They have a balance of $740.33.

  We stand by our decision and ask that the complaint be closed.

  Universal Utilities