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:05/20/2024

  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.

  In February 2024 Cox Communications began replacing all the cable lines in our neighborhood. This was after the power company and ECUA came to the neighborhood and marked all their lines with spray paint and flags. On March 7, 2024 Cox Communications was digging in our yard when they broke the water main. Cox Communication said the water main was not marked. When ECUA showed up my husband told them what Cox had said. The representative from ECUA said that was correct. He said the battery on his machine ran out before he could locate the water main. The ECUA representative said he left and never came back to mark the water main. He assured us we would not be charged for the loss of water. On May 2, 2024 we received our bill from ECUA and they charged us $180.67 for 57,560 gallons of water that was lost in March due to the water main being because ECUA did not mark it. My husband called ECUA 3 times and was hung up on all 3 times. He made a fourth call to ECUA on May 10, 2024. The representative took his name and number and said a supervisor would call. No one has contacted us. We would like our bill adjusted and any late fees to be removed from our account.

  Business Response

  Date: 05/20/2024

  Good Afternoon, 

  Thank you for your email.   I have left a message for the customer to contact me directly and at their convenience to resolve their complaint. 

  Sincerely,

  Jamie ******

  ECUA Customer Service Manager

  850-969-6684, jamie.******@ecua.fl.gov 

   

• Initial Complaint

  Date:04/29/2024

  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.

  My yard waste was skipped two weeks in a row. ECUA was contacted via phone three times. The first time was 4/19. The employee I spoke to put in a missed pickup order and stated that someone would be out that day to collect the yard trash. The trash was still sitting at the curb on 4/22. I called once again on 4/22 and was told that the order was still open and that they would try to send someone back out and if not, it would be collected on my normal trash day which is every Thursday. The bags were still not collected yesterday. I called this morning 4/26 and was told that they would send someone out. It is now Friday evening and the bags of yard waste are still sitting in front of my house. The business has been given ample time to resolve the issue. I do not understand why my yard waste is being skipped. The business needs to do better.

  Business Response

  Date: 05/30/2024

  The ECUA assisted Ms. ****** regarding the yard debris on May 2, 2024. The customer is satisfied with the results. 
  Thank you,
  Wynette ********
  
  

• Initial Complaint

  Date:04/04/2024

  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.

  I called in and requested a special pick up. I had some old wood, pvc, metal etc laying around so I put it by the road. The supervisor came by and quoted me the price to pic it up and although I though the price was ridiculous I agreed to it. My neighbor watched as the guy used the claws to pick up my items. He said you could tell the individual didn't care about what he was doing. I get home to find pieces of stuff left behind and the driver knocked over our trash can with it landing IN the street where I found it. I had a window out there which I was told they couldn't pick that up and I forgot to go back and take it out of the pile. We'll the window was all busted up, shattered in the street, in my yard....kids play out there. I called back in and they said a supervisor would call me. I haven't missed any calls for ECUA and ive recieved no messages. It's been a week now. I already pay ECUA $82.00ish dollars a month so paying the extra $50 even when I agreed to it is a bit much especially considering the job wasn't completed. I have pictures but it appears they're too big for here.

  Business Response

  Date: 04/16/2024

  Good afternoon, 

  We deeply regret to hear about your recent experience.  Your feedback is invaluable to us, and we are grateful that you brought this matter to our attention.  

  Our records show we completed a Spill Cleanup as well as a sanitation complaints work order at your location on 04/06/24.    

  Should you have any further inquiries or concerns, please don't hesitate to contact our customer service department at 850-476-0480 or via email at ****************************.

  Once again, please accept our sincere apologies.  

  Warm regards, 

  ECUA Customer Service

   

• Initial Complaint

  Date:04/01/2024

  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.

  Bought my house in 2022, paid sewer fees same as previous owners. My septic tank just overflowed in my front yard. ECUA did a smoke test and said I wasn’t connected to sewer but their records show it was in 2006. Now they want $1600 to connect to sewer again, not to mention they charged fees for 18 years.

• Initial Complaint

  Date:03/28/2024

  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.

  Twice I have had issues with our trash not being picked up or only half of it. The first time they missed our entire street and the second time they did not dump the entirety of our bin. So twice I called to let them know and twice they said to leave the bin so they can come back and finish the job. Both times they never came back. We understand things can happen but if you ignore our request 2 times there is a huge problem!

  Business Response

  Date: 05/06/2024

  Hello, 

  I have reviewed the work orders on the account and there was a Residential Missed Pickup order placed on the account on March 21, 2024.  From the complaint filed it appears that we did not empty the can after the missed pickup was reported.  We do not have any additional work orders regarding the missed pick up, not even a complaint order.  We do ask our customers to report a missed pickup by the next business day. In the event that we do not pick it up on the next business day we ask our customers to call us and let us know.  This way we can escalate the order so that the customer does not have to wait until the following week's pickup day to have their can emptied.

   

  I did speak with Mrs. ****** and advised her of this and she said she will try it. 

   

  Thank you,

  John ******

  Customer Service Supervisor. 

• Initial Complaint

  Date:02/22/2024

  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 Feb 14, 2024 ECUA removed our garbage cans from our home. We called to ask of why, and the response's was it was a mistake as the account was paid in full. ECUA offered to expedite the return of the cans as it was no fault of ours. Feb 16, 2024 a call to ECUA was placed once more to inquire on the delivery of our garbage cans. They responded they would attempt delivery by close of business. Feb 21, another attempt to have our garbage cans returned was made where ECUA stated it would take 10 business days to return. This is unsatisfactory. Garbage service was paid for, the cans were removed by ECUA mistake, and yet still have not been returned. Meanwhile, garbage continues to collect in the garage odering up the area and attracting rodents. A few bags have been placed in the neighbors trash when available. I require ECUA to return my paid for garbage cans immediately by any means, and both my address account and my neighbors address account (813 Binnacle Pl) both be credited for the month as the interruption of service has inconvenienced both parties.

  Business Response

  Date: 02/26/2024

  Good afternoon, 

  The containers were delivered today 02/26/24. 

  I spoke to Mr. ****** and apologized for the inconvenience.  I offered to have him contact me directly if he has any other issues or concerns. 

  Thank you, 

  Customer Service Supervisor

   

• Initial Complaint

  Date:01/12/2024

  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.

  So on September 11th 2023 there was a main line bust on our street. ECUA came out to fix it as they should and all was well. Until we got our water bill for the next usage period. The bill was $344.22 and it stated we used over 80,000 gallons of water. Which is nearly impossible as we don't even have a pool and that's about a pools worth of water. Several pools. I asked for a leak adjustment, it was granted. But they did not waive the bill since the usage did not go down. I am still expected to pay the $344 on top of another extremely elevated bill of $257 for 57,000 gallons! I have contacted them several times regarding this issue stating our water bill was not this elevated until that main water line bust They refused to send someone out here to look into the issue and blamed me entirely for such high water usage. We checked the meter and it's not spinning, and ECUA has not given any helpful solution to this problem. They are blaming me for the elevated usage and treating me extremely disrespectful when I try to ask for a solution.
  I strongly believe the main line bust had something to do with our elevated water usage but they refuse to check or do anything about it. The bust was literally in my front yard, and they will not come check to see if they maybe crossed pipes or messed something up. I cannot pay 602 for water I did not use.

  Business Response

  Date: 02/15/2024

  Good Morning, 

  Thank you for your email. 

  ECUA responded to and repaired a water main leak in the area of **** ********** **. in September 2023 but the customer's water usage continued to increase after the main leak repairs were made.   Additionally, a water main leak or a water service leak will not cause a customer's water usage to increase as this water loss does not register on or go through the customer's water meter.   I have attached a copy of the water usage for **** ********** **. from June 2023 through January 2024. 

  ECUA does have leak adjustment options available but only to those customers who had a leak on their side of the meter and made repairs.  If this is the case, we will be happy to discuss those options with Ms. Worth at her convenience. 

  Please let me know if you need anything else and I will be happy to help. 

  Sincerely,

  Jamie ******

  ECUA Customer Services Manager 

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

• Initial Complaint

  Date:12/28/2023

  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.

  Failed to pick up my trash, I assumed they were running late due to Christmas. I get home from work at 4:30 the next day, trash still not picked up. I call, and am told that I’m out of luck, because I called after 2:00. Guess I should have left work early to check the trash??? They refused to pick up my trash, but would happily do so, for an additional fee. I requested a supervisor, no response. I requested a credit, sorry, can’t do that either. Read their reviews, and they do this all of the time. This is unacceptable.

  Business Response

  Date: 01/12/2024

  The customer contacted the ECUA regarding the sanitation schedule. He was unaware of the Holiday change. We provided a credit of $6.96, and  Mr. **** was satisfied with the solution. 

  Customer Answer

  Date: 01/15/2024

  
  
  Complaint: 21067321
  
  
  
  I am rejecting this response because:
  
  There was no holiday schedule, you picked up everybody else’s trash, on the regular day, you just didn’t get mine, and then refused to come back and pick it up, when I called, and blamed me for calling after 2:00. I appreciate the credit, but do not appreciate you trying to flip this around, and place the blame on me. I’ve said my peace, thank you. 
  
  Sincerely,
  
  
  
  Steve ****

  Business Response

  Date: 01/16/2024

  To Whom It May Concern,

  The pick up day for **** ******* ***** ***** is on Tuesday.  The Christmas holiday was on Monday so it did not affect the pickups for this address. The monthly news letter attachment alerted any customer that may have been affected by the holiday which were customers with a Monday pickup.  Mr. Hunter contacted us before COB on Wednesday and a complaint work order was submitted to our sanitation department.  Our cut off time for reporting missed pickups is 2:00 p.m. on the next business day. 

   

  Thank you, 

  John ******, 

  Customer Service Supervisor

• Initial Complaint

  Date:12/06/2023

  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 having a usage dispute with ECUA. I have been billed for over 20,000 gallons per month. This is a household of two adults, no irrigation used this time of year. My wife travels out of town 3 weeks of the month. Her parents live right down the street and are retired. Their average bill is around 5,000 gallons. I have done leak testing and do not have a leak. I have asked ECUA to look into the meter malfunctioning. There is no recourse for customers or accountability. We are told how much we use and just have to trust ECUA to accurately bill.

  Business Response

  Date: 01/04/2024

  Good Afternoon, 

  The customer's usage of 20,000 gallons or more each month is consistent since 2018, especially true in the summer months; their usage decreases during the colder months which most residential customers tend to do. 

  ECUA does offer a meter test for our customers; there is a fee of $43.00 if the meter tests accurately or no charge at all if the meter test shows that the meter is faulty and not working properly.  Mr. or Mrs. ******* can contact our Customer Service Department at ************ to request the meter test or myself directly at 850-969-6684, Jamie ******, Customer Services Manager.  

  Thank you, 

  Jamie ******

   

   

• Initial Complaint

  Date:09/28/2023

  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 have moved to Pensacola for the first time and I'm trying to get water service through ECUA. I am being told I have a very large past due bill due to interest accumulated over several years. My issue is I have never had ECUA service and someone apparently used my name to get service. I want the fees removed. My social is ********* if they need to look it up.

  Business Response

  Date: 11/01/2023

  Good afternoon,  

  A supervisor left a message for Melissa ********* on 10/18/23 to return her call regarding her complaint.  Melissa has since come into the office and has signed a promissory note for the balance in question.

  Thank you,