Complaints

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

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  Emerald Coast Utilities Authority

  9255 Sturdevant St Pensacola, FL 32514-7038

• 

  Emerald Coast Utilities Authority

  2980 Old Chemstrand Rd Cantonment, FL 32533-8967

• 

  Emerald Coast Utilities Authority

  3050 Godwin Ln Pensacola, FL 32526-4027

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:06/30/2025

  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.

  I contacted ECUA multiple times trying to request a special pickup. The first time, I was told I can only call on Mondays for those appointments. I called 6/23 and put in the request. I was told by the agent that the items would be picked up 6/30. I confirmed over and over with the agent. I was told someone would call me regarding price before pickup. I never received a call. I am currently out of town. I had my elderly parents place the items out 6/29 to be picked up today 6/30. I called this morning to confirm the pickup only to be told that the items would not be picked up. Apparently I was supposed to place the items out last week to be picked up. The agent stated that when someone was sent to pick up the items, they weren't there. That's correct because NO ONE TOLD ME THAT INFORMATION. NO ONE CALLED ME OR EVEN ATTEMPTED TO CONTACT ME. I was also informed they need to measure the items. No one told me that either. If all calls are recorded, pull the call. The first agent apparently lied to me and gave me incorrect information. So now the items will have to sit out by the road for God knows how long until I can get another appointment and hope that I don't receive a violation from my HOA. This needs to be completed ASAP.

  Business Response

  Date: 07/16/2025

  We've spoken to Tammy ***** and sincerely apologized for the inconvenience and frustration experienced with the recent special pickup request through ECUA. We've personally coached the specialist involved regarding the misinformation provided and understand how upsetting it must have been to receive conflicting details and to find out after taking all the right steps—the debris would not be picked up as promised.  Please know that we take this very seriously, and we are working to prevent this from happening again.  We understand that due to the lack of communication, you had to dispose of the items yourself and realize how unacceptable this is, especially since you were not informed about the proper timing or the need for item measurements.

  To ensure better communication moving forward, I provided my direct contact number.  Please don’t hesitate to reach out to me directly if you need further assistance or would like help scheduling another pickup.

  Warm regards, 

  ECUA Customer Service Supervisor

• Initial Complaint

  Date:06/26/2025

  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.

  Throughout the past year that I have resided at my address, my recycling pick up has been missed multiple times. I have called the customer service line frequently with about 50% resolution in having them come back to pick up the recycling- in the last two months alone I have called at least six times.
  I have filed complaints online requesting a resolution and for a supervisor to reach out to me to explain why this continues to occur. The canned email reply I received makes it appear as though they don’t even read the complaints.
  On Monday I was told Jamie Miller (manager of customer service) was going to reach out to me when I explained my issues and requested a supervisor to contact me- after reporting the recycling missed the previous week. I called on the previous Friday (Wednesday is my pickup day but the office was closed due to the federal holiday on Thursday) about the miss and was told it would be picked up. It was not taken.
  I also received no phone calls or even a reply to my latest internet complaint I filed.
  The recycling was shockingly picked up this week-one neighbor stood waiting for the pickup truck throughout the morning as this is not isolated to just my address- however, instead the garbage wasn’t taken. I am beyond tired of calling and requesting the service I pay for to actually be completed. It has happened at least nine times. I am frustrated with the poor service they provide and no one taking responsibility for the issue.
  No one should have to call or email and monitor every week for their garbage/recycling to be taken away. I am not even asking for a refund of my service- I just want the garbage and recycling to BE picked up weekly and on time.
  I am at my wits end on how to get this resolved properly because the typical channels do not seem to be working. I am requesting the Director of Customer Service- Gabriel ***** to call me and personally assure me this will not continue to occur and how this problem will be addressed.

  Business Response

  Date: 06/26/2025

  Dear Ms. ****,
  Thank you for bringing your concern to our attention. We have forwarded your complaint to the Sanitation Manager, Gary ****, for further investigation.
  If the issue is not resolved to your satisfaction, please feel free to contact me directly at ************.
  Sincerely,
  Wynette ********

• Initial Complaint

  Date:04/25/2025

  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.

  Contacted ECUA customer service on 4/3/2025 concerning a water pipe leak outside the road (ECUA side of the property) I have had 3-4 issues with the same pipe leaking over the last 3-4 years (usually once every year to year and a half) and have had to have ECUA come out and repair it on each occasion. ECUA came out, didn't inspect the meter, only saw my yard was flooding and assumed without inspecting the meter that I should call a plumber because it was not their responsibility. Plumber came out the next day, I showed them where ECUA said the leak was, and after over an hour the plumber and his supervisor could not find the leak. They inspected the meter and asked if they checked the meter, I responded no because they saw the water in my yard. The supervisor and plumber stated, if they had checked the meter they would have noticed that it was not coming from my homes plumbing because the meter was not showing a leak and they also informed me they would have known if they had opened the water meter cover because it was showing where the water was coming from. They advised me the plumbing coming from the meter was "some funky thing they put together", and it was pretty precise as I mentioned they have had to come out on numerous occasions to repair the plumbing coming from the meter. I called ECUA to ask for a manager and I politely explained that I was seeking reimbursement of $155.00 for the plumbing fee I didn't have to incur if ECUA had inspected the meter. After several min of speaking with a CSR who insulted my intelligence, Rebecca Lester called, and I explained to her the situation again, and I was seeking reimbursement, I sent her the invoice from Xtreme Plumbing with pictures that they took and an explanation of the issue. She advised me she would speak with management and follow-up in a few days; I thanked her and told her to take her time; it was no rush. No reply, so, on 4/16, I sent her a follow-up email and to this date ECUA has not followed up.

• Initial Complaint

  Date:12/05/2024

  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 August 19, 2024, an employee from ECUA terminated my water services.
  I called ECUA and inquired why I didn't have water in my home?
  The representative checked to see if any water lines were down, and none were reported, my bill was current.
  Later that evening an employee from ECUA came to my door and said, "Your water is back on."
  I noticed my water pressure was low, and I kept hearing running water, but I couldn't determine where it was coming from.
  On, 8/29/24 while in my laundry room, I asked my brother to look inside my utility room because I kept hearing running water, and I am physically disabled.
  He said, " You have water everywhere in this room, all your new furniture, new appliances, generator, mattresses, wood flooring are destroyed."
  I notified ECUA immediately on 8/24/2024.
  I have been in communication with Rebecca Lester, since 8/29/2024 and I have sent photos and emails regarding this unfortunate disaster.
  A former retired ECUA employee Mr. Kennie ***** also an expert in this matter, spoke to Mr. Bruce ***** and told him, ECUA need to do the. right thing and take responsibility for their mistake. He said ECUA is liable, her service was wrongfully interrupted, and she didn't have an issue until her water service was terminated". Mr. ***** also explained to Bruce the reasons why the cap came off the pipe. "The air pressure had built up in the line and when the water was turned back on the pressure caused that to happen." ECUA has denied my claim on assisting me with this loss and cleaning up this mess, with mold and mildew. I have a water bill more than $300.
  I have spent thousands of dollars on new merchandise still in boxes and the material for remodeling my home is destroyed because of an irresponsible ECUA employee.
  On 9/20/24, I received a letter from Rebecca ****** she suggested, I should file a claim with my homeowner insurance. In other words, a ECUA management implied, I file a false claim, why should I file a fraudulent claim?

  Business Response

  Date: 12/12/2024

  The customer attributes a leak that occurred at a hose bibb
  in her utility room to ECUA turning off and turning back on the water to her
  residence on August 19, 2024. ECUA found no evidence to confirm that turning
  off and on the water service at the meter contributed to or caused the leak in
  the customer’s utility room. The meter readings for the water consumed at the
  customer’s residence show a leak began on August 24, 2024, which is five days
  after ECUA’s activity at the water meter. There is no evidence to support the
  leak was related to ECUA restoring the water service. While this is an
  unfortunate occurrence for the customer, ECUA can only pay claims for which
  ECUA is deemed legally liable.
  
  

  Customer Answer

  Date: 12/12/2024

  
  
  Complaint: 22642680
  
  
  
  I am rejecting this response because:  Attached you will find correspondences I received from ECUA employee Rebecca ****** I will also forward additional correspondences I received.  I spoke with Mrs. ****** from customer services at ECUA and she confirmed my services were terminated and later restored.

  Ms.****** replied to me on September 3, 2024, asking me of the damages and the BRAND name of my flooring and how many boxes were damaged.  This email was sent ten days after I contacted ECUA.   Ms. ****** had many days prior 9/3/2024 to have addressed if it was not an issue of my water services being terminated.  I also spoke to Mr. ********* concerning the issues as well.  I asked for them to give me a copy of my water long activity for the month of July through September, but I have not received any data correspondences. ECUA is inaccurate. 
  
  
  
  Sincerely,
  
  
  
  Rosie ******

• Initial Complaint

  Date:11/04/2024

  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 meter is consistently inaccurate as well, they have refused to amend the issue past the bare minimum. They are charging me over 200$ for utilities I am not using and have no other visitors or occupants utilizing.
  
  The last correspondence I had had me going to communication strategy school after attriting out of flight school, however I was sent overseas for on the job training for two months.

  Business Response

  Date: 11/04/2024

  Good Morning, 

  The current balance on the account is $217.92, this total is from two consecutive bills as the October statement was not paid until after the November statement generated.   Because the home has been vacant, we have credited the sewer charges to the minimum monthly fee for the August 5, 2024 bill and I will be happy to do the same for the October and November bills as well; these new adjustment credits should post to the account in the next few days.   Mr. Pool can contact our office after he has lived in the home for three consecutive months to have a final review of his average usage and have a set sewer rate. 

  Thank you,

  Jamie ******

  Customer Service Manager

   

• Initial Complaint

  Date:10/23/2024

  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.

  I am on the same waterline as **** ***** **. The owner of the account associated with ECUA is Kevin *******, my father. None of us at 8400, 8402, or 8403 have stable garbage pickup. There has been 10 times plus that ECUA has skipped our garbage. I call in and request a new pickup. ECUA went out of the way 1x to take corrective action, but 9 other times we were left with garbage piling up in our homes. We shouldn't have to live with the robust smell of garbage in our home. I'm tired of calling, I've tried to connect the supervisor in order to resolve this issue, however he/she never called back, and I couldn't ever get the supervisor on the phone line. We are paying for a service that is being neglected. I know the account is current or we wouldn't have water. I would like corrective action to be taken, and to be given a stable service. I have gotten non of that so far. Thank you for your time on the subject. This has gotten to far out of control... this is a sanitation issue, correct?

  Business Response

  Date: 11/21/2024

  Thank you for bringing your concern about the missed garbage service to our attention. We have reviewed your account and are able to issue a credit of $48.72 for the missed services recorded in our system.
  If there’s anything else we can assist you with, please don't hesitate to reach out.
  Best regards,
  Wynette ********

• Initial Complaint

  Date:10/09/2024

  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.

  Last Tuesday, ECUA only picked up the recycling can. I called customer service every day to file a missed can report. Every day, I was promised they “would come out today to come get it”. That did not happen.
  
  Yesterday, in picking up the garbage, they dropped bags of mine and multiple neighbors on the street and left them there.
  
  Adding insult to injury, the recycling driver came to our road in the morning, picked up a neighbors can, and left everyone else’s on the opposite side of the street, us included. I called immediately and asked that the driver return for our recycling. I was promised a manager would call be back before 5pm. That was another empty promise.
  
  It is not unreasonable to expect our trash and recycling be picked up.

  Business Response

  Date: 10/09/2024

  I reviewed Ms. *****'s account and forwarded this information to Gary ****, our Sanitation Manager. I will contact Ms. ***** later today to assure that her situation has been resolved with our sanitation manager. I will also will credit her account for two weeks of missed service. I apologize for any inconvenience that this matter may have caused..   

  Sincerely,

  Gabriel *****

  Director of Customer Services

  Emerald Coast Utilities Authority

  (850) 969-6590 Office

  gabriel.*****@ecua.fl.gov

   

  Customer Answer

  Date: 10/09/2024

  Mark and Gabriel both reached out this morning, to apologize and rectify the situation.
  

  Someone did come pick up the recycling and clean up the trash they left in the street.

  It is unfortunate that it took a complaint with BBB to facilitate a solution.
  

  We are very appreciative that the situation is was addressed and resolved. 

• Initial Complaint

  Date:10/01/2024

  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.

  Unsatisfactory sanitation services, services paid for but not rendered. Customer service half the time does not put in the missed pickup order and then they tell you to your face that you are lying when you say that you have called previously about missed pickups. They then say that they will have a supervisor call back, but no one ever calls back. Close to a fifty percent failure rate on delivering service of emptying waste bins. Sanitation services trucks additionally trespass onto private driveways and cause substantial damage to slabs that are not intended to support the weight of the trucks. At minimum ECUA needs to refund 50% of the sanitation services fees from the past 12 months or a credit to my bill for the next 12 months, no if's and's or but's, I should not have to consistently monitor and call for missed pickups, bill it to the drivers who are consistently skipping my pickups because they don't like turning on a cul-de-sac, and if the street is blocked by legally parked vehicles, that's an ECUA problem to figure out with the county and pass some ordinances to have vehicles fined and towed on trash pickup days if they are blocking the way for the trucks, or get smaller trucks that fit on the streets they service. Additionally, they need to ensure that their drivers do not pull onto people's driveways and cause damage to concrete slabs that are only engineered to hold the weight of private passenger vehicles, not large commercial trash trucks. Ask the drivers who have difficult streets on their routes if they need more time so they aren't rushing and skipping pickups to meet an impossible schedule. I see them make a driveby to register on gps. You simply may need to add more drivers and change the routes to accommodate the changing population and household growth in the area, I know that there are way more occupied homes now than there were just a couple of years ago, but it does not seem ECUA has made appropriate adjustments to keep up with the growth.

  Business Response

  Date: 10/02/2024

  
  Good afternoon,
  Thank you for bringing the missed garbage collection and the issue of trucks turning around in your driveway to our attention. We’ve forwarded your concerns to the sanitation manager for further investigation, and we are dedicated to resolving the matter as swiftly as possible.
  While we are unable to offer a year’s credit, rest assured that we are focused on addressing the issue. Should you need any further assistance, please feel free to reach out.
  Best regards,

  Wynette ********

  Customer Answer

  Date: 10/03/2024

  
  
  Complaint: 22366313
  
  
  
  I am rejecting this response because:
  
  It is empty lip service. I've gotten this same answer before. Look at other complaints, similar fake answer. Show results, if customer service says the sanitation manager will call me back, then they should call me back. Even today, I'm looking down my street at failed service. Yesterday was a neighborhood bull pickup day, people put their bulk pickup out and everything in the neighborhood except the cul-de-sac street got picked up. This needs action, not empty PR lip service. Call me, your CS said you would, you have my number, no excuses accepted. Seriously if the trucks can't fit down streets with legally parked vehicles, then address it with the county about an urgent need for parking ordinance changes and enforcement to ensure access on pick-up days or need to get smaller trucks that fit down the streets. What is being done in that regard? Just reprimanding the drivers doesn't resolve the issue, look for the root cause and address it.

  
  
  Sincerely,
  
  
  
  Aubrey ******

• Initial Complaint

  Date:08/05/2024

  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.

  **** is in our neighborhood again digging to put in fiber optic lines. The water lines were not marked and the water main up the street was broken and ran for 2 hours before ECUA shut the water off. We received our monthly bill and once again we are being wrongly charged. The bill claims we more than doubled our monthly water usage. We did not run our sprinkler system last month due to all the rain. This same thing happened back in March 2024 when **** began this project. ECUA did not mark the water main in our yard and it was broke. When we received our bill it had more than doubled. ECUA told us the problem was on our end. We had the sprinkler system checked and there was no leak. It cost us $200 that ECUA still has not reimbursed us for. We had a leak detection company come out and check the house. No leaks were found. It turned out the leak was on ECUA side because they put in the wrong size equipment when fixing the water main. It is now happening again. It is impossible for us to use over 35,000 gallons of water in one month that ECUA is trying to charge us for. I made a good faith payment to reflect our average water usage. ECUA needs to fix their equipment and adjust our bill. Thank you for your time and consideration in this matter.

  Business Response

  Date: 08/05/2024

  Good Morning, 

  The customer's account was credited on June 10, 2024 in the amount of $418.92 due to the meter issues; there are no other credits or adjustments for services due for this account.  Please see the attached account print out documenting the credits.   

  It is now happening again. It is impossible for us to use over 35,000 gallons of water in one month that ECUA is trying to charge us for.

  The water consumption was not over 35,000 gallons for one month; consumption from 5/24/24 through 6/19/24 was 18,130 gallons; usage 6/19/24 through 7/23/24 was 18,290 gallons which is the typical usage for this household during the summer months.  Please see the account consumption history attached. 

  Reimbursement for the customer's plumbing bill has been forwarded to our Risk Management Department for their review and approval; Mr. ******* was advised of this process by email on July 26, 2024.  I will be happy to follow up with Risk Management to see if they have reached a decision yet. 

  Sincerely,

  Jamie ******, Customer Service Manager

• Initial Complaint

  Date:06/26/2024

  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.

  ECUA pickup for recyclables was 6/19. Called in 6/20 when recyclables were left and was told they would be picked up. They weren't. Called on 6/21 (Fri) and told they would be picked up. They were not. Called again on Monday (6/24) and told they would be collected and a supervisor would be notified. I would be called back. None of this was follwed up on. No contact, no collection. Called back on (6/25) was told it would be collected and I would be contacted by the agent when I was cretedited on my bill for non-collection. At this point I would like a call from a supervisor or manager and full refund of collection/sanitation for this month. This lack of concern is not okay and I will contact the media if this contiunes.

  Business Response

  Date: 07/10/2024

  Good afternoon Emily,
  

  
  I just wanted to let you know that the ECUA has left a voice message for the customer. We issued an order to pick up the boxes, but the order was closed because the boxes were not out at the location. As for a credit toward the account, it's worth mentioning that the ECUA does not charge for the recycling service since the program is based on a volunteer basis.
  

  
  Best regards,
  Wynette ********