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.

close

Find a Location

Emerald Coast Utilities Authority has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:08/31/2023

  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.

  My grandmother died 3 years ago and left me her property. There have been a couple of tenants here that I've been renting to and I just recently returned back to the state and decided to live in the house. I called to have water turned on in my name and emerald Coast. Utilities is already told me that I'm responsible for past due bills of my tenants and they must be paid before water service is given. Well. I don't feel like I should have to pay these so I started doing some research in Florida. State law says that I as the landlord am not responsible for paying the tenants past due bills so I called and I tried to speak with several different people there and I finally got to speak with Jamie ****** who is the customer service manager and basically what she is telling me is that they don't have to follow Florida state law because they're their own governing body and before I can have water service turned on, I have to pay this amount which is over $1,000. Why do they not have to follow Florida state law? That's what I want to know. I'm looking for a resolve because I need to have water turned on at this property or else I'm not going to either be able to live in it or rent it again. I also had a possible tenant call them to find out if they can have it turned on in their name and they said no that they were going to have to pay the past tenant bills before they can have service turned on. This is against the law. Something needs o be done

  Business Response

  Date: 08/31/2023

  Good Morning, 

  I spoke with Ms. Blaine **** regarding establishing water, sewer and sanitation services for **** ********** **. explaining that the balance left on her Grandmother's account would need to be paid since Ms. **** stated she inherited the family home, has been living in the home since 2020/2021 and that the water, sewer and sanitation service charges that have been used while there has not been an active account would also need to be paid.   The pervious balance left by the tenant was not discussed and not included in the balance that was provided to Ms. ****.    I mentioned that I was not familiar with or versed in Florida Law or Florida Statutes only that the charges would need to be paid before ECUA would be able to establish an account at the location.   We have offered payment arrangements and payment plans on several occasions. 

  Thank you,

• Initial Complaint

  Date:08/21/2023

  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.

  Being charged a reconnection fee. never got a notice for the payment being put in wrong. Got the notice that said payment not received if not paid by 8/29/2023 that it will be turned off. My utilities were turned off on , 8/10/2023 5 days before getting this notice on 8/15/2023 was received and 30 days before the due date. Talked to one supervisor John ***** with no resolve at all. Never missed a payment since getting service. Also never received any email notification that I had turned on, on my account. Not even a phone call from the company.

  Business Response

  Date: 08/21/2023

  To Whom It May Concern,

  Mr. ****** attempted three payments for his account at **** * ********* **. on July 21, 2023. The first two payments were with a credit card and they were declined.  The third payment was an ACH payment. This payment was accepted and then rejected on July 25, 2023. We received the returned payment and processed the letter to notify him on July 27, 2023.  This letter was sent to the mailing address that we have on file which is the same as the billing address.  This letter advised that the payment was returned and needed to be resolved by August 10th or service would be interrupted on August 11th.  The payment to resolve the account was made on August 15, 2023, after the service was shut off that same day.  Mr. ****** paid the full balance due on the account and when he spoke to us he stated that he had received the most recent bill on the account which had a bill date of August 15, 2023, that showed the previous payment that had been returned and past due. That bill processed on August 11, 2023. The letter regarding the returned payment processed and was sent to that same address on July 27, 2023, so it should have been received prior to receiving the current billing statement. His service was shut off for non-payment and he was charged the processing fee. 

  Customer Answer

  Date: 08/29/2023

  I had made the payment the day the service was disconnected. 10 minutes after. Per my phone call with the rep I was not told that I would be charged a fee. Just to pay my bill and it would be back on the same day. Later I called after a few hours of still not having service. I talked to the second rep that said there was other steps that needed to be taken and that no one had been routed to my house to return service. Had I not called back to ensure I had service in 110 degree heat with animals and no water. I was told that I was giving the wrong info and that no one had been dispatched to the residents and that there was a fee. Three days later I received the notice of last month payment returned, and that I needed to pay both by August 29th. stated in the document I sent in with the original complaint. Emerald cost utility has not provided document that the notice was sent out. regardless the noticed I received three days after discount of service completely dissolves the claims of a notice being sent. I had talked to one supervisor about the issue with no resolve. I had asked to talk to their supervisor to never hear back from John ***** boss. If that is even the employees real name. Calls are logged. Considering that I also have never missed a payment  before. And by the companies lack of training and customers service and 1.5 star rating they should be fixing this issue. I have provided sufficient info and documents. The company has provided nothing. I want all fees waived. 

   

   

  Business Response

  Date: 09/13/2023

  Good Afternoon, 

  A returned payment notification was sent to Mr. ****** on July 27, 2023 explaining his last payment had been returned but allowing time for the payment to be made by August 10, 2023 to avoid interruption of services.  The due date of August 29, 2023 is not from this returned payment notification but from the current, standard bill that was mailed on August 15, due by August 29, 2023.  Any past due amounts including any returned payments are due immediately however ECUA does send separate notifications of such, along with an extended due date.  

  The payment for the returned item was due in the office by August 10, 2023, the service was not interrupted until August 15th.  Prior notification was sent to the customer that the previous payment had been returned  but with no response from him or payment received, the only alternative was service interruption.  ECUA is not able to waive the delinquent processing fee. 

  Thank you,

  Jamie Rogers

  ECUA  Customer Service

   

• Initial Complaint

  Date:06/22/2023

  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.

  My garbage cans were recently picked up a little over a month ago. When I called customer service the first time I was told that my service had been terminated September 2021 and my bill is over $500 because I was still receiving service. I have spoke with a supervisor. I do not understand why I have to pay that bill when someone did not do their job and pick up the cans in a timely manner. I also have explained that I had not received a bill in several months and I pay most of my bills online and there was no updates to my online bill. I had logged into my account and it always said zero balance and no notice of termination. After speaking with the supervisor a couple of times all of the sudden my account was updated. I have even asked for an adjustment on this bill as this is not on me if I was still receiving service over a year after termination. I was told no adjustment could be done that I am responsible for the whole amount and they could set up payment plans. So my bill is not an over due amount it is an amount for service after termination, because my cans were not picked up. Wish there was another service and from all of the reviews I have read so does others that have constant issues with them.

  Business Response

  Date: 07/25/2023

  Good Morning, 

  ECUA attempted to remove the cans originally for non-payment of services on August 17, 2021 however the cans were not curbside to allow the driver access for removal.   Ms. ******* knowingly continued to receive sanitation service without making payments.   Unfortunately we are not able to adjust or credit the account since services have been provided.   We are happy to offer a payment arrangement with $100.00 down and the remainder paid out over a six to eight month period.  Ms. ******* can contact our customer service department at ************ for further information.   Thank you. 

• Initial Complaint

  Date:04/12/2023

  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.

  ECUA turned my water off during the height of the pandemic! They not only charged me for my bill they added on an outstanding bill from my landlords property! I don’t know how they’re getting away with this. My bill ended up being over $2000. I was forced to move because they refused to work with me and insisted I pay for a property I never lived at. That has nothing to do with me. Gary The account manager. Is by far most narcissistic, power-hungry delusional individual I’ve ever come in contact with… the feds needs to be investigating this organization, because they are not only abusing their power. They are committing illegal activity..

  Business Response

  Date: 04/26/2023

  There are only two Sara *******  listed in our system and neither of them owe a balance totaling $2000.00. I researched the **** Clearwater Ave address and there is not a balance due there as well. If you would please include your ECUA account number and/or the address that's in question I will happy to respond to your inquiry. 

• Initial Complaint

  Date:03/20/2023

  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.

  Driver failure to collect garage. Driver littered garage and left wthout collecting garage or picking up litter. Continued property damage. Customer service stated collection would happen on the 15, then the 16th, this is the 17th of March and still no service and no call or visit by supervisor for evual of damage.

  Business Response

  Date: 04/21/2023

  Good Afternoon, 

  The property damage as reported by Mr. and Mrs. ***** is not personal property that is damaged but rather the curbing along the county right of way that is damaged due to normal wear - the damage is not a result of ECUA sanitation truck drivers.   We have reported this information to the Road Department through the Escambia County portal.  

  On March 15, 2023 the garbage collection driver for this area reported that the garbage can for Mr. and Mrs. ***** was overloaded and too heavy for the truck to lift.  In the process of setting the can back down, the can slipped from the truck arms and some of the contents of the can spilled.  The driver left the truck in an effort to pickup the can himself but it was too heavy for him to lift; a sanitation supervisor responded as well. 

  The sanitation service was not missed as we did attempt to empty the can. 

  Please let me know if any other information is needed and I will be happy to help. 

  Sincerely,

  Jamie ******

  850-********

   

   

• Initial Complaint

  Date:02/23/2023

  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.

  This complaint is about the sanitation service only…on numerous occasions, I have either watched the garbage trucks zoom by house without picking up my garbage or they just don’t pick it up at all. There are credits on my account to prove this. I placed household items out on the curb over the weekend for pick up and they never even came down my street. I’m was previously told that “they can’t go down every road so if they don’t see garbage on the curb they don’t go down that street”. As we only have street parking on my street, it is not easy to see the curbs. I have also reported this several times. I have made numerous complaints whereby I was told Sanitation Supervisor would call me but have received no calls. When I call the next day to report missed garbage, they don’t come the next day, either. These people need to do better about sanitation and as soon as o can find out who regulates them, I will be making a formal complaint against them as well. This needs to stop

• Initial Complaint

  Date:12/29/2022

  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.

  Ecua misses your scheduled garbage cans at least once a month when you call to report your cans being missed the next morning it still doesn't get emptied. After multiple calls your cans are still full. And they goes as far as to call you a liar and say it's already been completed when it has not been completed and they close the ticket. You have to call back and say to them once again my cans have not been emptied and the job is not complete. They expect there monthly payment on time and I expect my services that I paid for to be delivered to me every week on my scheduled garbage day

  Business Response

  Date: 02/13/2023

  I referred this information to Gary ****, ECUA"s Sanitation Manager. He conveyed that the route supervisor will verify every Tuesday  that the garbage cans are dumped. If you have additional questions please see Mr. ****'s and my contact  information below. 

   

  Gary ****  I  Sanitation Manager I  Emerald Coast Utilities Authority  I  
  P.O. Box 15311  I  Pensacola, FL. 32514-0311  I  Web:  gary.****@ecua.fl.gov |  
  Phone: (850) 476-0480  I  Fax: (850) 494-7343  I

  Gabriel Brown  I  Director
  of Customer Service I  Emerald
  Coast Utilities Authority  I  
  P.O. Box 15311  I  Pensacola, FL. 32514-0311  I  Web:  www.ecua.fl.gov |  
  Phone: (850) 969-6590  I 
  Fax: (850) 494-7343  I
  
  

  Customer Answer

  Date: 02/14/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18655321, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Karen ********

• Initial Complaint

  Date:10/27/2022

  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 October 3rd ECUA cut o hole in my driveway in order to fix a water leak for the house across the street. They have been out 5 times and not replaced the section of the driveway they damaged. They have been trying to patch the damage they caused instead of putting the driveway back like it was.

  Business Response

  Date: 10/27/2022

  Good Afternoon, 

  We are reviewing this complaint and will have a follow up response as soon as possible. 

  Sincerely,

  Jamie ******* Customer Services Manager, ECUA