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Business Profile

Utility Water Company

Mobile Area Water and Sewer System

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Utility Water Company.

Complaints

This profile includes complaints for Mobile Area Water and Sewer System's headquarters and its corporate-owned locations. To view all corporate locations, see

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Mobile Area Water and Sewer System has 2 locations, listed below.

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    Customer Complaints Summary

    • 10 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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 status

    Complaint type

    • Initial Complaint

      Date:07/31/2025

      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.
      When I called to transfer service into my name from the current renters, I was told they had to schedule the disconnect before I could give my information. When I called at 11:22am on July 31 (day of disconnect), I was told by ****** that this information was incorrect and I needed to provide the date of my call and the name of the person with whom I spoke with. She further stated that I would not get service reconnected until sometime tomorrow on August 1. I explained that I have livestock on the property without water and I needed to know what time and she was unable to provide a time (even though on the website, the time for connection is listed as 8-12pm or 12-5pm). When I stated that I would need to call *** 15 to report in this heat wave there is no water for my livestock, she said go ahead and call them! So when I ended the call, she called back with a message stating that I had not provided all the information to get the service. Which was incorrect, as she verified all of my information (email, name, address, last four of social, and the need for service). I called back and spoke to ****** and she continued that she didnt know what time tomorrow and I understood but needed to know what additional information was needed for service as the voicemail I received stated I had to call back for service. She did not know why I had to call back but confirmed I was to receive service tomorrow. The ************ is 2.3 miles from my location on *******************. I cannot imagine they could not have a technician get the service within a five hour window for an emergency of livestock in an extreme heat wave advisory.

      Business Response

      Date: 08/07/2025

      August 7,2025
      Response to BBB Complaint# - ******** filed July 31, 2025
      Re: ***** ****** 2000 ****** ** Mobile, AL 36618
      Bill#**-5556.305

      To Whom It May Concern:
      MAWSS received Ms. ******* complaint on 7/31/2025 and has been reviewed by our Customer Operations Manager ******** *******.
      Our customer service agent received a call from Ms. ****** on the listed date. She wanted to have new service at the listed address for the same day. Ms. ****** was advised of MAWSSs policy, as stated on the MAWSS website, regarding new residential service requests.


      All requests to turn water service on are processed on the next business day or later. Someone must be present at the location when the technician arrives as a signed work order is required in order for the services to be left in the "on" position. If a second visit is required for any reason, additional fees will apply. To process the request, please submit your state issued ID at the end of this form. Service on requests for business and commercial customers must be submitted by fax ************ or via email to *******************************************************************.


      Our agents do not have the ability to give an exact time that service will be reconnected,so the agent was unable to relay that information to Ms. ********************* ******* service was made available the next day on 8/1/2025 but was left in the off position, due to no one being home. The technician left a door tag giving instructions on how to turn the water on at the meter. Per MAWSS policy the technicians are unable to leave the water on when no one is home.


      A MAWSS **************** Supervisor spoke with Ms. ****** to make sure she was able to turn on the water at her location. Ms. ****** advised that she was indeed able to turn on the water herself and that she did appreciate the concern.


      If there are any additional questions, please let us know.


    • Initial Complaint

      Date:01/12/2024

      Type:Billing 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.
      My payments were set up on auto draft with MAWSS. They disconnected my water due to non payment because they updated their computer system in September & deleted my account. I was given no notice this was happening. To turn the water back on, they are charging late fees, plus a service fee, plus an additional $100 deposit. I paid that $100 when I first moved in to this house and their policy clearly states no deposit needs to be made if a deposit is already on file. Where did that deposit go? Contacting their customer service was no help. They were rude and not willing to explain or answer my questions. These fees are ridiculous and no fault of my own!! I've paid on time every single month without issue and now they want even MORE for a problem they created. My original bill with late fees was 244, now it will be closer to $500. This is ridiculous.

      Business Response

      Date: 02/28/2024

      In response to the customers complaint, we notified our customers via radio broadcasts, T.V. ad/notification, and on the MAWSS website.  The notice regarding the new payment system is still there.
      The new payment system upgrade did not carry over their previous payment information (bank routing/account numbers) due to privacy and confidentially issues. There were numerous customers that had this same issue and we have done our best to assist them.
      ****************** had a 4-month delinquent **** and he had not contacted the office.  He was not charged a deposit to reconnect, we reduced his reconnection service charge to $60 and removed all late fees applied to his account $22.95. We have assisted customers with new online account set-up and some additional news reports and media coverage has occurred regarding this issue as well.
      We hope this will settle ****************** dispute and clear the no-reply notice on our account.

    • Initial Complaint

      Date:12/09/2022

      Type:Billing Issues
      Status:
      Unanswered
      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 intentionally keep double billing me every month to increase my bill! Two bills for each month! They also intentionally break billing agreements.

    Mobile Area Water and Sewer System is NOT a BBB Accredited Business.

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