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:09/20/2024

  Type:Billing 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 am a 61-year-old with a disabled son, and I have been trying to get an answer for almost two years. My regular bill for current charges fluctuates between $58 - $1000. I have called and spoken to several agents, but they do not have an answer. It's just me and my son., I do not understand how my bill can double from one period to the next. I was charged almost $ ******, and I'm still paying installments of $497 plus the monthly charges and late fees that are in the $200s. I have never had a leak, and my last bill was $884 of which $388 was the current charges. Bills overlap. One bill has 2 different meter numbers. I would like an explanation and a one-time Lifetime credit. I cannot afford this, and if I do not pay the $497 installment, they will shut off the water.

  Business Response

  Date: 09/23/2024

  On September 23, 2024, *****-Dade Water and Sewer Department representative ***** ****** spoke to ***** ***** regarding the BBB referral received. The representative went over the account's past balance, current payment arrangement, along with possible high usage with the current cycles on the account. The representative issued a filed activity to modify the current payment arrangement amount. Advise the customer that the collection unit will contact for modifications. The customer stated the property was checked for leaks, and no leaks were found; the customer stated only two people were living at the property. The representative Issue high bill investigation field order for 09-24-2024 9-1 pm for acc ********** 0 ******, *****. The representative advised that they would follow up on the account by the end of the week.

• Initial Complaint

  Date:08/22/2024

  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.

  On May 28, 2024 *****-Dade Water and Sewer caused raw sewage to erupt in both of my bathrooms while performing regular maintenance to their main street sewage line. Five years prior this incident also occurred and *****-Dade Water and Sewer noted my house and was supposed to take precautions to prevent this from happening again. The precautions were not taken and it resulted in the raw sewage erupting in my home again.There was visible damage to both if my bathroom vanities as well as one of my toilets plus a multitude of personal items damaged. *****-Dade Water and Sewer has admitted fault however the claims department has only offer to reimburse $1500 instead of the $7300 for the total cost of damages. They said there was not enough evidence that the damage done to my vanities was caused by the raw sewage. I have testimony from a licensed plumber and pictures to confirm that the damage was in fact caused by the sewage eruption. I need to be reimbursed for the total cost of my damage.

  Customer Answer

  Date: 08/22/2024

  See the claim information and pictures of some of the damages incurred

  Business Response

  Date: 09/13/2024

  Account: ********** 8 *****, ******

  I spoke with the *********** to determine if any additional Field Activity occurred in the property after FA ID#********** June 2017. The comm center stated no further information from what's on the records. An attempt was made to contact the customer **************/************ and left a detailed voice message to call back to inform if there is still an issue occurring at the premise, if so, to dispatch field activity, accordingly,provided phone number to the ************************ to further assist with liability claims via email to the email on the account and received with referral:   ***********************************

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22178195
  
  I am rejecting this response because:

   

  My issue is not being compensated for the damage caused. No on from *************** claims has returned my calls.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 09/17/2024

  Correspondence Unit representative spoke to ******, customer provided 
  claim# ******************************, advise email will be forwarded for review with our Claim Unit. Correspondences representative received a follow-up email from Liability Claims Unit, reached out to ****** **************, no answer left detailed voice message about ISD/Risk Liability Claims Investigator information. Correspondence Unit representative ***** email ISD/Risk Liability Claims Investigator with the customer's contact information to continue to move forward with claim.

• Initial Complaint

  Date:08/21/2024

  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.

  On May 2, 2024 I closed my account ********** with ********** Water and Sewer. They had a $100 deposit. Minus the last bill they owed me $76.85. Despite over 10 phone calls and multiple emails my money has not been returned. They claimed to have sent out the check and when I said I never received it they claimed to have sent it out 2 more ******** is now August 21 and they still have my money. I have been speaking to ****** **** but now she is out of the office and no one answers the alternative numbers. I still do not have my money.

  Business Response

  Date: 09/13/2024

  Account: ********** 3 ****, ******

  Spoke to ****** **************, the customer, expressed her concerns regarding the time it took to receive a refund for the deposit with account #**********. The representative went over account closure when, the refund process started, and the date the refund check was cashed. The customer's email was forwarded to upper management with her concern regarding the refund process and the time it takes for customers to receive back their deposit. 

• Initial Complaint

  Date:08/18/2024

  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.

  *************** Water and Sewer Department,I am writing to express my deep concerns regarding the significant increase in my water bill following the installation of a new meter by your department in August of 2022. As a long-time resident of *****-Dade County, I have always paid my water bills on time and have never experienced such drastic fluctuations in my water bill until now.Since the installation of the new meter, my water bills have varied between $100 up to $200 every three months, compared to my previous consistent $55 quarterly bill. Despite my repeated calls to your department to address this issue, I have been met with dismissive responses and unhelpful suggestions such as checking for leaks on my property, which there is none. I event went to the extent of changing all 3 of my toilets for water efficiency one. I live in a townhome with only my son and myself, and we do not have a pool or engage in excessive water usage. It is baffling to me that my water bill has more than doubled without any valid explanation from your department. I have spoken to other residents in similar living arrangements as mine who are paying significantly less for their water usage, further raising concerns about the accuracy and transparency of your billing practices.I strongly urge you to investigate this matter thoroughly and rectify the inaccuracies in my water bill. I plan to file a formal complaint with the relevant regulatory authorities if this issue is not resolved promptly. It is unacceptable for Miami-Dade Water and Sewer Department to take advantage of residents through what appears to be unjustified billing practices.I appreciate your immediate attention to this matter and look forward to a swift resolution to ensure fair and transparent billing for all residents in our community.Thank you for your cooperation.Sincerely,******* ** ******************** of complaint

  Business Response

  Date: 09/13/2024

  Account:   ********** 2 ******, *******

  Customer was spoken to by Adjustment Unit to advise of the meter being changed and the results received. Customer advised their consumption has increased due to meter changed in 2022. Customer inquired why ******************** and ********************************************* changed her meter without asking, customer was advised the meter needed to be changed due to the timeframe expiring (10 years). Customer advised wanted meter to be tested, advised meter was tested in 08/2024 and the results indicated the meter was running accurately. Customer inquired who conducts meter testing, advised wanted the meter tested by third party. Representative will contact customer to advise of next step for inquiry on testing again.

  Customer Answer

  Date: 09/22/2024

   
  Complaint: 22161319
  
  I am rejecting this response because:

  The associate who called was a bit confused about which meter was in question. When I asked her to explain why my water bill from March of 2001 to August 2022, prior to the meter switch, my quarterly bill was $55.00. Upon checking, she realized that my water bill had indeed more than doubled. She didn't have an answer for me and suggested to call me back.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 09/24/2024

  Regarding the response towards the complaint. The complaint was referred to Adjustment Unit Supervisor for further review. 

  Adjustment Unit Supervisor contacted consumer to discuss options regarding the results of the meter testing. Consumer was advised can have meter tested again in testing facility in *****. If meter is found to be accurate, there will be a service fee of $90. Consumer advised did not want to test for now, awaiting the results of the current consumption.

  Adjustment Unit Supervisor created a Field Order for Miami Dade Water & Sewer to go read the meter, verify accuracy of usage and to verify if there is additional consumption running through the meter to indicate of possible water loss within the premise.

  Consumer advised will wait for ************** to complete their order and the results.

  Customer Answer

  Date: 09/29/2024

   
  Complaint: 22161319

  
  

  Yes, I am rejecting this response because I advised them I  will wait for ************** to complete their order and review the results. I want them to explain the old meter reading vs the new installated meter readings. Price increment increased from August 2022 to September 2024. How much has it increased??? 

  
  

  *. ****, the field officer, came to read the meter on 9/25/24 @ 8:12 am. He indicated that the current meter, which was installed 2 months ago, read 12 on the low end. He also mentioned something about tier pricing being how customers are billed, something the ******************************************************************** had failed to discuss with their clients. Additionally, he suggested that the ** TESTING is not finalized, therefore he couldn't provide any further information.

  
  

  That being said, what I am asking from MDWSD is simple. I am asking for proof that my past meter readings from 2001 to 2022 were on the low level consumption, because I paid $55.00 quarterly for ************************************************************************************* August of 2022, up until they removed the meter in July 2024 which is when my bills started to skyrocket from $114.00 up to $173.00 to date. Additionally, I would like to understand the difference in readings the average consumption prior to July where they removed the meter tho the recent reading done on 09/25/24 to understand what happened.  THE meter in question is the one that was removed.

  
  

  Moreover, the timing is not making sense to me. We are 2 people living in a townhome, no way, no how we have to pay $114.00 to $173.00 more or less for water. No leak, not pool, no sprinkler system. Something is not adding up!!!! 

  SHOW ME PROOF HOW MUCH THE WATER WENT UP FROM AUGUST 2022 TO DATE!!! 

  Sincerely,

  
  

  ******* ******

• Initial Complaint

  Date:06/03/2024

  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.

  We were moving from this unit and our usual water charge was normal, when I placed the disconnection of service to may 30th which was the last day of the lease a couple of days later I check to see if i have my last bill to pay it and i see a bill of $2000. I dont have a pool i dont have leaks i dont even have a water hose or have done any construction i have called several times and they just send someone to read the meter and tell me everything seemed ok and that i did use that water, its impossible. I am being charged that amount of money from the month of april to last days of may, so basically a month. Its impossible for me to use $2000 of water in a month. I dont want a payment arrangement o split payments because i am 1000% sure i didnt use that water or left water running or repaired ANYTHING. I need this issue solved

• Initial Complaint

  Date:05/09/2024

  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 and sewer are crooks. They changed my water meter on 11/3/22 claiming it was routine maintenance. I called them when I received my 1st bill with this new meter because my water usage doubled. I was told nothing could be done. I called again when I received my 2nd bill and argued that something was wrong with this meter. After 6 months they changed the meter again on 5/18/23 and my water consumption dropped back to what it used to be before the change on 11/3/22. They claim the certified meter test showed that the meter was performing within normal standards. However, they acknowledged that the water usage was higher than normal with the meter I had for 6 months, and it dropped back down when It was changed to a new meter on 5/18/23. They also stated that there is a human element to consider with the certified meter test causing the results of the test to be incorrect and they are refusing to issue me any credit for the 6 months this meter was in place, They are charging me over $2000 for the 6 month period and my bills used to be around $450 a quarter. it is truly unfair and there is no other company to switch to.

• Initial Complaint

  Date:02/22/2024

  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.

  Since purchasing my home in 2018, Miami water and sewer has been billing me based on an approximate due to not reading the meter and getting an actual reading form the meter. The meter is in the yard. We have a dog and cannot leave the gate open or give a key for access to avoid a liability with our do. I have asked we if we can be told in advance when they are scheduled to come by for the reading to make arrangements to be home as I work full time Mon to Fri. I have been paying thousands of dollars over the last 6 years . This past December they came by and I was home and they were able to do a reading. According to the water department based off of that reading They went back to May of 2023 and did calculations again not actual readings and are now staring I owe a total of ******* .I do not have the funds to pay this. Now I have new bill coming up this month which will only add more to the balance. I have set up some future payments to help with the balance but not close to this insane amount of money based on calculations not actual readings.How is this fair? How can us citizens know if we are being billed based on our use if it is all calculations and assumptions?

• Initial Complaint

  Date:02/12/2024

  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.

  ** Oct of 2021 I received a water bill of over a thousand dollars instead of the usual 100 dollars. I contacted the water department and first they told me to get some one to check my apartment for leaks. I did there was no leaks in my apartmet. Then I went back and forth with them to request a meter inspection I told them someone must have tampered with meters. No one ever discovered what the problem was and they spit up the payments my bills have been outrageous since then. The usage record shows that I havent used more then ****************************** August I paid 900 and something and now they are saying Im peeling 400 and something.

  Business Response

  Date: 03/20/2024

  October 06, 2021, Miami-Dade Water and Sewer Department mailed account ************************* ***** a High Bill ************ Letter.
  
  On October 19,2021, Ms. ***** called the Miami-Dade Water and Sewer Department and spoke to **************** Representative ***************************** who advised Ms. ***** to check the property for leaks and running toilets. Ms.***** terminated the call as the Representative explained the high bill.
  On October 19, 2021, Ms. ***** called the Miami-Dade Water and Sewer Department and spoke to a **************** Representative ************************* who explained to Ms. ***** how to check the property for leaks. Additionally, the Representative provided Ms. ***** with a Certified Meter Request Form for submission if applicable.
  
  On October 30, 2021, Account ********** was placed on a Payment Arrangement for $1026.72. Ms. ******* payment arrangement constituted 8 payment installments of $128.34.
  
  Miami-Dade Water and Sewer Department mailed account ************************* ***** a Past Due Final Bill ****** Letter on May 04,2022. 
  
  On May 06, 2022, Ms. ***** called the Miami-Dade Water and Sewer Department and spoke to a **************** Representative ************************* who processed Ms. ******* payment of $489.03. Additionally, Ms. ***** advised there were no leaks found at the property. Ms. ***** informed me she did not receive the Certified Meter Request Form. The Representative provided Ms. ***** with the Certified Meter Request Form for submission if applicable. 
  
  
  Miami-Dade Water and Sewer Department mailed account ************************* ***** a Past Due Final Bill ****** Letter on August 04,2023. 
  
  On August 23,2023, Ms. ***** called Miami-Dade Water and Sewer Department and spoke to a **************** Representative *************************************** who advised Ms. ***** the last payment received on account ********** was in October 2022. The Representative processed Ms. ******* payment of $919.36 and removed the acquired Late Fees as a Time Courtesy provided every 12 months.
  
  Miami-Dade Water and Sewer Department mailed account ************************* ***** a Past Due Final Bill ****** Letter on February 05,2024.  
  
  On February 16,2024, the Miami-Dade Water and Sewer Department received a call from Ms. ***** inquiring about the past-due balance on account **********. **************** Representative *********************** advised Ms.***** of the payment required for an extension on the account. Ms. ***** advised she would make a payment of $244.10 and disconnected the call.
  On February 20,2024, a payment of $500.00 was made on account **********.
  
  March 19, 2024, a Miami-Dade Water and Sewer Department **************** Representative called Ms. ***** to follow up on a customer inquiry.
  
  March 20, 2024, a Miami Dade water, and sewer representative *********************** reached out to the account ************************* *****; the customer did not answer the phone call. The representative left a detailed voicemail message regarding the historical usage and Certified Meter test form and provided customer meter badge #******** for reference if decides to have the meter tested.

  Customer Answer

  Date: 03/21/2024

   
  Complaint: 21279433
  
  I am rejecting this response because:

  In October of 2021 when the high bill was received a call was made to the water and sewer department because I had no changes in my home to warrant such a high bill, everything was as normally was when the bill was usually less than 100 dollars. I also told them that I had witnessed the maintenance workers for my association messing with the shut off valves on multiple occasion around that same time. Maybe someone could be messing with the meter. It was impossible for me to consume that much water. They stated the problem could be in my home, so as they advised I had an inspector come in paid 80 dollars and he stated there were no leaks coming from my house. I called them and mailed them a report stating that there were no leaks in my home.

  At that time they stated to me that they had sent out someone to my home to do meter inspection, in which they concluded the issue was no leaks or meter problems on the outside. I never saw the inspector he never knocked on my door, they said that it was done prior to me calling because they saw the high usage. I said something has to be wrong with the meter, I filled out the form. They told me I had to pay 50 dollars and if it came back the meter was ok they would charge me an additional 300 dollars. I refused to pay as I could not afford a more than 1000 water bill. I refused to pay it and even though I had excellent credit I said this isnt right and if they need to send me to collections they can.
  

  I was in automated payments and they couldnt charge it all at once so they broke it up and added it to the monthly charges so that they could automatically deduct it from my bank and that cause the check to bounce and my account to be in negative because I didnt have enough to cover the additional payments.

  I called several more times trying to get the issue resolved and they did nothing for me. I ended up paying here and there in my credit cards until it was payed off.
  

  I wonder how many more people these thiefs did this too. I just hope enough people complaint so that they quit robbing people of there had earned money. 

  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/21/2024

  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.

  Subject: Urgent: High Billing Complaint and Unresolved Meter Issue Dear Miami Dade Water and Sewer Department I hope this email finds you well. I am writing to bring to your attention a persisting issue regarding my water billing over the last four months.Despite my efforts to address potential leaks and ensure everything is in working order, I continue to receive exorbitant bills amounting to $1600 monthly. I have diligently checked and repaired any leaks on my property, and all internal plumbing has been thoroughly inspected.My primary concern lies with the water meter. I have made several requests for your team to visit and assess the meter, yet I have not received any response or assistance in this matter. It's essential to pinpoint the cause of these inflated bills, and I believe a thorough investigation of the meter is crucial.The financial strain these bills are causing is significant, and I find it unsustainable to keep paying such high amounts without a clear understanding of the issue. I kindly request your immediate attention to this matter, including a prompt visit to inspect the water meter.If a resolution is not achieved promptly, I may be forced to explore legal options to protect my rights as a consumer. I believe in an amicable solution and hope we can address this matter efficiently.I appreciate your prompt attention to this urgent matter.Sincerely,Tamar

• Initial Complaint

  Date:11/27/2023

  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.

  To whom it may concern, I am filing a complaint against the Miami-Dade Water and Sewer department due to a billing error. In the years 2020 thru 2023 we paid an average of $200 per billing cycle. Our last paid balance on Aug 2023 was $155.36. Our current balance due is $7,651.67. After contacting customer service, we were informed that the difference was attributed to a sewer charge. According to customer service, Miami-Dade ******************** and ********************** did not include (their mistake) the sewer charge since 2020. Assuming that this is correct, and considering that the new charge for sewer is $258.87 per quarter (and approx. total of $1,035 per year) it would imply a total of $3,106 per 3 years but never $7,651.67.

  Customer Answer

  Date: 01/01/2024

  Hello, we were contacted directly by the company and we were able to solve the complaint.

  Thank you and regards,