Business ProfileforPace Water System, Inc.

Pace Water turned off my service for non payment without providing the cut off time for payment 5 minutes before the close of business on Friday afternoon August 11, 2023. They did not provide any instructions for cutoff times for payments. The date the service would be disconnected. The service was terminated with no prior issues on August 16th at 1:54pm. The payment was made in full for the account balance at 2:16pm. Pace water service refused same day reconnection even though their website states same day reconnection after 2pm has a 40.00 fee. When contacting them numerous times. Every representative disconnected the call without warning and refused to acknowledge that there are people inside the home with medical requirements to water. No former documents have been provided to Pace Water for this and at no time a process provided for such situations or any future situations and they refused to acknowledge any process for completing such requests. Pace water states that payments are required by 11am in order to prevent disconnection, however this also is not stated on their website or any documents that have been sent. Additionally refused to honor what their website states regarding reconnection. There is no dispute of the amount of the bill and had we known the date of service the services would be terminated or any such arrangements that could be set up, this situation could have been avoided. I request that you also obtain recordings of the many calls where you can hear the state of panic through anxiety attacks repeatedly while trying to explain the dire situation they caused unnecessarily as well at their representative telling me go to the ER. The company lacks professionalism and violates their own guidelines listed on their website and the lack of information that is provided on their website. Customer number 69342