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:05/27/2024

  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 company has claimed to "not have received the check" that I mailed twice in the past 6 months. There must something going on with the way they are dealing with incoming mail that creates this problem. Checks were mailed at least 10 days before the date due. The company has very predatory practices toward all clients - every bill has a "service charge" of $6.90 and unless you pay by direct withdrawal from your account or by check there is another $5 charge if you pay online. But handling the checks they receive seems to be a problem. They then charge $16 late fee. For a $21.90 water bill. Most clients of this company are folks living in mobile home parks, etc. and I really feel they are taking advantage of the clientele being trapped and having no other option for water service other than them. Someone needs to take a hard look at their business practices.

• Initial Complaint

  Date:05/16/2024

  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.

  Hi I'm not in **** but I was wondering if you know who could help me. My family's water was shut off over a week and a half and it was turned off illegally there was no notice until the moment they shut our water off they left a red slip. Then we paid almost $200 in fees plus our bill and our water is still not on they said ,within 48 hours from when we paid it's been 3 days since then plus they just took another payment autopsy from our bank yesterday. This company is so crooked. The company's name is Universal utilities in ******** they claim they are a 3rd party and we can't do anything. Our water is still off we are in ********. I am legally blind and terminal we also have a 9yo son who has stage 5 end stage kidney disease and who is on dialysis twice a week and 3 other kids and we have had no running water at home since May 6 2024. Any help would be much appreciated thank you

• Initial Complaint

  Date:05/10/2024

  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.

  I have been forced to use this company as my water provider. They charge an outrageous $90 water rediness fee every month. My bill is over $150 most months, yet they say I only use 25% of the water I should be using. My next door neighbor had an issue with his water pipes, so he wasnt forced to bill with UU. He pays $35 every two months for more water usage than I. They shut my water off multiple times after their payment system went down. I cant be more than a few days behind on my bill or they shut me off. I paid my bill thursday after they shut my water off Wednesday because their system would not take payment. They have yet to turn it back on, and I have children and pets in my home. The frivolously disconnect me, send multiple bills a month, all with different totals, and they overcharge every customer. They need to be shut down *** made to pay back all the money they've STOLEN from hard working Americans. This is also the same company that charges the people of flint for their water.

• Initial Complaint

  Date:03/24/2024

  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.

  This January I was charged 325 dollars for a freeze-up that never happened. When I called to try to resolve the issue, I was told they replaced the meter. I was never informed that they were replacing the meter or about the charges that would come with it. They said that they talked to someone when it was installed; However, I can guarantee they did not talk to me or my fianc and we are the only people residing in our home.

• Initial Complaint

  Date:03/05/2024

  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.

  Company is charging a NSF fee of $146 the state maximum is only $25

• Initial Complaint

  Date:02/09/2023

  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.

  they are taking advantage of people first of all we have *****. second, they installed the meter wrong and was not even supposed to put another one in until my well was changed. it was also mother nature it got really cold that is not my fault I had water dripping and a couple people lost water. also, I am an older adult on fitted income and gave two months to pay the bill.

• Initial Complaint

  Date:01/23/2023

  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.

  Well my water meter been leaking since december 26 2022, called multiple times, emailed multiple times to have someone please fix the meter... been without water almost 2 months now... this company seems to only care about money..not the customer...

• Initial Complaint

  Date:01/19/2023

  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.

  Discovered a water leak from the meter late in the evening if 01/18/23. Called at 9 am on 01/19/23 was in the phone cue for 2 hours before speaking with someone. I was informed they would not be back in the area until Feb 6th and we could shut the water off until then. I was then informed we would be charged $280 to replace their meter. This should not be our expense.They also charge a $5 convenience fee every time you pay your bill using the automated phone system.

  Business Response

  Date: 01/24/2023

  Hello,

  We have received and read the complaint filed by *******************************. ******************** contacted our office on 1/19/2023 stating that her meter was spraying water. Resident was told the cost to replace meter is $280.00. The resident is responsible for protecting the meter and service lines with heat tape and insulation. If meter freeze and breaks, they are responsible for the replacement and if their lines break, they are responsible as well.

  Universal Utilities is a third-party billing company contracted by the Property Owners/Managers of Country Village for metering and billing services. The meter was installed  to measure the water consumption for billing purposes.

  We service this community once month. Their meter will be replaced the week of February 6, 2023 The resident has the option to pay for the meter upfront and we are able to authorize the resident to bypass till the meter is service, or they can pay for the service call and meter for faster service.

  If the resident waits till the week of February 6, 2023 for meter replacement, a invoice will be left and due within 30 days, which resident is aware of. She was offered a payment arrangement, if she is unable to pay in full. She refused the meter replacement and the replacement cost.

  As for desired settlement, the meter will be replaced the 1st week in February and resident will be billed for the meter replacement.

   

  Customer service/dispute department
  

• Initial Complaint

  Date:01/16/2023

  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.

  I moved in on dec 22, 2022 and utilities were turned on that day. I got a bill for dec 22-jan/2 stating I owe $95.27. I called to request a prorated rate for the month of December and they said "they don't do that ". They also said if I moved in the last day of December and utilities were turned on at the end of the day, I would be charged a full month worth of water ($75.00). How is it legal for them to charge me for time I am not a resident there? I don't have an issue paying for water that I use, but this is taking advantage of customers. How is it that the ************************ charges by 100 ccf of water, but universal utilities, which i am forced to use, charges a flat rate for the first 60+ units. Universal utilities are taking advantage of their customers.

• Initial Complaint

  Date:12/21/2022

  Type:Service or Repair 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.

  With no meter on my home I'm still being charged a monthly bill. Over $50. They refuse to fix anything. They refuse to turn my service back on. My bill was paid on full and in good standing. However, I've been without water for 6 plus months. The workers are extremely rude Little to no help. States that issues with services aren't their problem. If they don't feel like helping you they'll hang up. I have nothing good to say. They broke my water pipe when they took the meter off. So water has been going under my home for 6 plus months. They need to be shut down. There's no way for water to come in or out of my home. Yet I still have to pay for services. Make it make sense....

  Business Response

  Date: 01/02/2023

  January 31, 2022
  
  
  
  Universal Utilities received a notice of complaint filed by ********************

  
  Universal Utilities is a third-party billing company contracted by Property Owners/Managers to provide meter and billing service for water, and/or sanitary sewer service for various properties. Universal Utilities, Inc. Provides meter reading, customer service, billing, and collection. As a standard business practice, we provide an introductory letter to all new customer, which introduces our company and provides an explanation of our fees and services, along with general billing information. We want to ensure our customers are informed of our services and have information to be retained for future reference. We also make sure our customers are completely aware of our billing services by providing a complete schedule of fees and services in addition to the billing statement. To maintain *************************, Universal Utilities uses the local municipality water/sewer rates as guidelines in establishing our rate structure and checks municipality rates on a yearly basis for any changes. We offer a variety of options to access account information and make payments, including 24-hour online access as well as via our automated phone system. To assist customers at all time, we offer multiple options to contact our office during extremely high call volumes and system maintenance to ensure all inquiries are addressed within 24 business hours.

  We reviewed the information and would like to provide this response to further explain our position in this matter. Ms. ***************** is typically due the 3rdt Wednesday of every month by 5pm to avoid a late fee a penalty, which is disclosed on back of his billing statement. ************ services was interrupted on 5/10/22 for non payment. Since then she has on several occasions turned on her water services unauthorized, which is illegal. We received payment on 10/25/22 from a local agency on ************ behalf
  for restoration of services. We contacted a local dispatcher in her area for water restoration. this is the 1st notice to our office that ************ water services has not been restored. We have contacted the local dispatcher in her area to have her water service restored as soon as possible.

  
  We hope this information further explains our business and billing practices as we have been in business for well over ********************************************************************* our metering and billing services.
  
  Sincerely,
  
  Universal Utilities
  Complaint Department
  ************

  Customer Answer

  Date: 01/27/2023

  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 resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  So, my water was shut off in June 2022. My meter was also removed. There was no possible way I could turn the water on due to not having the meter. It left no connections at all. **** paid off everything I owed on top of multiple shut off fees. I'm still receiving bills for water use even though my meter was never put back on. I'm also receiving shut off notices and fees. Again, there's been zero water usage in any way in/out since June 2022. I had 2 other adults at my home with me in June 2022 when a man showed up to remove the meter. I also have 2 neighbors as witnesses. 
  
  Regards,
  
  *******************