Complaints

This profile includes complaints for Toho Water Authority's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Toho Water Authority

  951 Martin Luther King Blvd Kissimmee, FL 34741-4929

• 

  Toho Water Authority

  PO Box 30527 Tampa, FL 33630-3527

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:06/29/2025

  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.

  There is some issue where **** is overcharging me thousands of dollars I have a $9400.00 bill this is a vacation home and **** claims high usage on dates the hime was vacant I need these charges adjusted asap.

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 lived in my house for eight years with a water bill of 40$. In December 2024 my water meter flooded and it took **** weeks to fix it. Ever since then for the past two months my irrigation bill had increased ********* for the past eight years to hundreds of gallons. There is a irrigation problem and **** does not want to fix the water meter or irrigation problem. The customer service people said there's nothing we can do which is corrupt. A few years ago **** contacted me about a backflow service that I wouldn't be charged come to find out now I pay a backlog fee for 3$ a month. The problem with **** is that there is plenty of bbb complaint about the water meter flooding and then being suddenly charged for irrigation issues. The tech came out and check the meter and stated no problem but how income my bill went to over $100 from 40 dollar. The agent said I used hundreds of gallons of water in Feb and March 2025 which hasn't never happened in eight years. I will complain to the state of ******* and city of *********. I always wondered why **** only has one star review it because they don't care about their customers and refused to do repairs that are charging people higher than normal fees.

  Customer Answer

  Date: 03/25/2025

  Toho fixed my situation I reached out in person and very nice people helped me in person. I had irrigation issues but they shut it off and fixed my water meter. I am very please toho water helped my situation. I got credited for the irrigation overuse and hope this situation with the irrigation doesnt happen again.  Thank you. 

• Initial Complaint

  Date:01/27/2025

  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.

  We have lived in our home for four years now, and during this time, we have noticed erratic fluctuations in our utility charges from Toho. Some months, our bill skyrockets to over $239.00 while in others, it dips down to $180.00, $132.00 or even $114.00. Most recently, our statement indicated a charge of $188.83. Despite our efforts to reduce our consumptionsuch as turning off the irrigation system for an entire monthwe have seen no significant changes in our bill. This has led us to suspect that there may not have been a proper audit of our account by the company. Neighbors as well report the inconsistency of the bills by Toho Water.

  Business Response

  Date: 01/29/2025

  Thank you for your concern.  A member of our customer service team reached out to review your usage and to setup an appointment with our Water Conservation team.  

• 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.

  This business needs to be investigated, they are increasing many customers bills when they barely use any utility even though the bill fluctuates often the elevation does not make sense. It makes no sense

  Business Response

  Date: 02/06/2025

  Thank you for your inquiry.  We are happy to review your account.  Please provide your property address. Thank you

• Initial Complaint

  Date:12/14/2024

  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.

  Water service where I live started with US Water, they billed me over $300 plus dollars. Ive complained, asked for valid explanations they cannot provide accuracy. Live in a new development many, many residents with the same issuehigh water bills. St. Cloud residents having same difficulties. They need to erase this bill I have. This is with US water and Toho, unfair practices. My bill averages about $100 per month. Both companies taking advantage of customers to fix their ********************** issues.I am *** brand new home, new development.

• Initial Complaint

  Date:11/26/2024

  Type:Customer Service 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.

  I regularly get a monthly water utility bill of around $180. I woke up to a bill of $494 on a regular month with no changes. I have no leaks present in the home, they have been thoroughly inspected. I have no toilets leaking(as toho water suggested), I have no water softener in the home and my above ground pool was taken down and put away for the season 2 months ago. I know there is an error on my bill and I requested a meter re-read and inspection by a technician with me present and the email I received in response from **** when I voiced my concerns and disputed the bill was a generic copy paste response and none of my concerns were addressed. I require assistance disputing and fixing the error on my bill. I am providing documents that show the past 3 years of usage, same amount of people in home same habits of usage and all of a sudden in 2024 my billing fluctuates every month without explanation.

  Business Response

  Date: 11/27/2024

  To whom it may concern,

  We appreciate the opportunity to address the concerns raised by the customer.

  After a thorough review of this account, we found that the elevated water usage was due to a leak on the customer's irrigation system. In response to the customers concerns, we provided a second courtesy credit as an accommodation to offset the impact of the leak.
  On November 15, 2024, our team attempted to contact the customer to discuss the issue further but was unable to reach them. A voicemail with a direct phone number was left, encouraging the customer to call back directly for assistance.However, we did not receive a response.
  

  We value our customers and aim to resolve concerns promptly. If the customer would like further assistance, we encourage them to contact us directly at the number provided.
  

  Sincerely,
  ******** *****
  Billing and Collections Manager
  Toho Water Authority

  Customer Answer

  Date: 11/27/2024

  We just contacted Toho Water in reference to our elevated water bill two days ago. Its impossible that they attempted to reach us November 15, 2024. We do not have an irrigation system in our home, they have us mistaken with our neighbors at ****************** *********, FL *****. Their irrigation system was leaking all in the road for quite awhile. We are located at *********************************** *********, FL *****. We did not receive any courtesy credits. 

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22609648
  
  I am rejecting this response because:
  
  We just contacted Toho Water in reference to our elevated water bill two days ago. Its impossible that you attempted to reach us November 15, 2024. We do not have an irrigation system in our home, you have us mistaken with our neighbors at ****************** *********, FL *****. Their irrigation system was leaking all in the road for quite awhile. We are located at *********************************** *********, FL *****. We did not receive any courtesy credits or communications from Toho Water.
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 12/06/2024

  I have not received a response since I submitted my response on 11/27/24. 

  Customer Answer

  Date: 12/06/2024

  I have not received a response since I submitted my response on 11/27/24. 

• Initial Complaint

  Date:11/19/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  The company's billing practices are unfair and deceptive. My bill increased by almost $400 and they only gave me a credit of $130, leaving me with a balance due of around $350.00, which is higher than what I normally pay. I spoke with one of their **** on 10/17/24 and he told me that my meter was faulty, and it was changed a few days later. After complaining about their services on social media, a representative by the name of ********* gave me a call, She was the one who gave me the credit for almost $130 and she also extended my due date until 11/29. She was escalating the issue, as I was still not satisfied with the outcome because the remaining balance was still higher in comparison with previous bills ********* was supposed to follow up with me by the end of that week, but she never did. After that, I received a text message stating that I had to pay around the remaining balance of $350.00 by November 13. I called again and spoke with a new representative and she said that the due date was still on 11/29 and she was going to have ********* give me a callback, but I'm still waiting for the call. The new representative also told me that the increase was due to additional charges for the irrigation systems for July and August, but those bills were already paid. My water usage has been the same as always, and additionally, multiple people in the area have seen an increase in their water bills of double or triple than what they used to pay. Please assist with this matter as I still struggle with this. The hold time to speak with them is insane and if I call after 4:00, the call surprisingly disconnects,

  Business Response

  Date: 12/04/2024

  To whom it may concern,

  
  We appreciate the opportunity to address the concerns raised by the customer. Our Customer Advocate contacted you today to explain the remaining balance on the account as well as offered you a payment arrangement to assist with paying the balance.  Please let us know if you require additional assistance.  Thank you.

  Customer Answer

  Date: 12/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:10/31/2024

  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.

  I have two water bills equaling around $2000.00. I have spoken to **** and they said its because I have a leak. I have no leak and have been watching my meter for a week and irrigation meter is not moving. Thats because I have no leak. I have solar panels on my meter which are very new. I did not install them and they are connected to meter. **** said they did not put solar panels on meters. They keep accusing a leak. A technician came out and he said there was no leak and didnt understand and did not know why solar panels were there. I called customer service the day after tech came and they said I had to wait for his report to come in before they could do anything. **** said I needed costumer support tech to look at issue. Im getting very stressed because Im being charged crazy prices for water I am not using and I feel as if **** does not want to acknowledge this is a serious problem. I did not use the water, there is no leak and solar panels got mysteriously attached to meter. Also my yard has not been watered since hurricane ******.

• Initial Complaint

  Date:10/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Catastrophic problem I woke up to this morning, a bill of $3000 of a single home, no pool and no leak, usually the bill is very low till September of 2024, they said i used a lot of water $3000 three thousands dollars, they sent someone to check the meter and there is no leak, I have children and I cannot afford this outrageous bill, explain to me why you are overcharging outrageous amount of money to your loyal costumers, that always pay on time? They said the reading said that, last night when i was trying to access my bill it said error, I see that you are doing this to a lot of other costumers lately, I need my meter checked as there is no leak, and credit restored to my account. After the dispatched came to my house and checked the meter, there was no leak and when I spoke to the costumer service, the lady was very rude, and refused to let me talk to a supervisor, she insisted that the meter he checked only belongs to toho water and even though it clearly shows to leak she continued to say that there is a leak, just look at my water usage through out the year how does it jump in one month to triple thousands of dollars? Please I need someone to help me with this issue. I would be willing to start a group and talk to social media so they can explain why they oppress their costumers? How is this fair in 2024 to be oppressed like this?

  Business Response

  Date: 10/18/2024

  Toho Water Authority appreciates when customers express their concerns. After review of your account, it appears that the high balance was due a read error  of your meter and your bill has been corrected.  We apologize for the confusion this may have caused.  If you have any further questions or concerns, please feel free to contact us again. 

  Customer Answer

  Date: 10/18/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:08/14/2024

  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.

  Recent Toho Water bills are messed up and incoherent. I reported the situation thru customer service, but latest invoice came with new incomprehensive numbers that do not even match they provided transaction history and only they understand, not the client. All that on top of their bills being outrageous for a small house. I been trying to get them to explain me all this in a reasonable way, but it's been difficult for them the see that their system seems to have a glitch on this account. I am just afraid their ******** on my property will continue to be all over the place and I no longer trust them under these current circumstances.