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Business Profile

Utility Water Company

City of Cocoa Utilities (Water Department)

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.
  • 0 complaints 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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  • Initial Complaint

    Date:12/13/2022

    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.
    On December 1, 2022, my water was shut off for the first time for non payment. I immediately called the company to ask the minimum amount due. I was quoted $774.44. I was baffled by why the price was so high and I was told that I'm being charged for a disconnection on November 1, 2022 (that never occurred) and a "tamper fee." I didn't understand what they were referring to by a "tamper fee"and asked for explanation when the representative accused me emphatically of tampering with the meter and allegedly turning my water back on from the November 1. 2022 (again, that never occurred.) Additionally, I never have tampered with my meter nor would I even know how to. I was denied access to speak to a manager and was told I must pay this fee of $150 plus the $70 disconnection fee for November. Additionally, I was charged a $50 fee apparently unbeknownst to me to set up disconnection in October for disconnection the following month in November. Although I wasn't given a chance to speak to a manager I did receive the email of a Sr. ******** ******* **** ************************** to email and explain my case too. Additionally, I asked for proof or some sort of justification for all the charges I was assessed. I received the alleged proof which really doesn't prove that it was shut off and from what it seems, I'm being charged from a work order request of being shut off but again there is no proof that it was indeed shut off. The utility company is charging me from the word of their worker that says it was shut off on November 1, 2022 and is not even considering the fact that it may have not been regardless of what the work order says. I NEVER had my water shut off on November 1, 2022 and If it had we wouldn't be having this issue on December 1, 2022 because historically I have rectified any issue I had immediately. I am being unfairly charged for something I did not do. I have no problem with paying what I owe, but I do not think it's fair to be charged for something I did not do.

    Business Response

    Date: 12/14/2022

    On 10/14/2022, A delinquent notice was generated and mailed to the service address advising that $103.44 must be paid prior to 10/24/2022. If this amount was not paid, the full account balance of $230.47 would become due. This notice also outlines that fees and penalties will be assessed regardless if the water is physically shut off.

    On 10/31/2022, The account was processed for non-payment and a work order went out to interrupt the service. No payment was received following the account processing for non-payment and the City did not restore the service.

    On 11/30/2022, The account was processed for non-payment again as no payment had been received. As the City did not receive payment following the account being processed for non-payment, nor did the ************ service after processing the account, work orders were sent out to shut off and lock the meter.

    12/1/2022, The meter was turned off and locked. Additional fees were assessed to the account in accordance with City policy and ******* Statute.

    12/2/2022, Payment was received and service was restored once requisite documentation was provided.

    The information you were provided by the *********************** Representative was correct. Per the BBB website, they do not handle complaints regarding government agencies.

    See Attachment/File: Delinquent Notice.pdf

City of Cocoa Utilities (Water Department) is NOT a BBB Accredited Business.

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