ComplaintsforPalm Beach County Water Utilities

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been attempting to setup service for a business within Palm Beach County and have been having an extremely and needlessly difficulty time doing so. We have called multiple times and received varying instructions on how to open an account for our business. We have businesses in various states and have never encountered these same issues. In fact, account setup literally everywhere else has only required a 15-minute phone call. As well, the ***** we are having to go through is absolutely ridiculous. So far, we have provided Articles of Organization, the non-residential application, EIN Letter, letter of authorization from our CFO, drivers license of our CFO, and Company Page AND IT IS STILL NOT ENOUGH. We are now being told we need THREE applications because the location has three water lines. WHY?! There is nothing on the application that talks about water lines, nor was this ever advised during the multiple calls we have made. I genuinely feel like this is being done on purpose and that we are being purposefully blocked from opening the account. The *** ********************** is not gold, its water, and the process shouldn't be this complicated and exorbitated. I would appreciate someone of authority to contact me and work with me to have these issues resolved and our account opened.

  Business response

  02/27/2024

  Assistant Director of Palm Beach County Water Utilities, called and left a message along with contact number for a return call.  

• Initial Complaint

  09/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  **************** is not a customer service. Palm ******************************************* should fire everyone in that department who is not customer service ready and put an AI that is smarter than the people hired. Im so tired of calling a company that is supposed to collect my money and they act like they dont want to be there. It makes me want to be like you guys are so smart and usefu. SIKE you guys are pointless and no help. Yall **** and if yall went out to any hospitality place places recently takes some F******* notes!! Disgusting your guys work ethic and Im younger than yall and dont act snobby and like I know everything. Its not about yall so take your self minds out of it!!!

  Business response

  09/25/2023

  Unfortunately, I am unable to assist at this time because theres no formal complaint; the customer merely included insults directed at the staff. I also reviewed customers account and there are no additional fees charged to customer, apart from those associated with their consumption. 

• Initial Complaint

  08/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Palm Beach County Water Utilities are holding a vital public utility service for struggling families hostage and intentionally inflicting emotional distress when a person is unable to make a payment on time. I have been out of work and trying to make payments for my exorbitant water utility bills from my Veterans Disability Check that comes once a month. On August 9th, 2023 my water was shut off unless I paid ~$79 and I was told that I had to pay in cash because they would not accept a debit or credit card from me for 12 months because I missed a payment. Being disabled and unable to pay in cash, and provided no extension or additional help, I had to sell items and get a ride to pay my bill. My water was restored on August 10th. Then, again - in the same month - on August 23rd, my water was shut off again. Now, I need to pay ~$159 to start my water and I need to pay in cash, they confirmed they cannot extend my service for another week while I wait for my veterans disability check. I explained that I have job interviews, I blew out my knee and I am on crutches, and they said there is nothing they can do and referred me to the community services (which is incidentally not accepting new applications). Additionally, I requested a credit for late fees since they did not disclose the exact amount of money owed, and I was denied the request to inspect my water lines to see why my water bill accumulated to over $306 after I paid ~80 11 days earlier. I BELIEVE THE PALM BEACH COUNTY WATER UTILITIES IS ACTING AGAINST THE BEST INTEREST OF THE RESIDENTS OF *******, USING A NECESSARY PUBLIC UTILITY DECEPTIVELY, INTENTIONALLY INFLICTING EMOTIONAL DISTRESS ON STRUGGLING RESIDENTS, AND ARE GUILTY OF GROSS NEGLIGENCE AS A DUTY TO THE PEOPLE OF *******. THERE BUSINESS PRACTICES ARE JUST PLAIN WRONG, THEY HAVE A RESPONSIBILITY TO DO WHAT THEY CAN TO ACCOMADATE PEOPLE OF THE COMMUNITY AND NOT CAUSE MORE HARDSHIP. They have not tried to resolve the issue and I want $306 credit

  Business response

  09/07/2023

  As a vital public utility, Palm Beach County Water Utilities (WUD) has established uniform and non-discriminatory regulations, policies,standards, and utility fees for proper administration to all rate payers (customers).In accordance to WUDs Uniform Policies and Procedures (UPAP), if a customer has more than one (1) dishonored payment in any previous twenty-four (24) month period, the customer will be placed on cash only status for a period of not less than twelve (12) months (Exhibit A).This customers account was placed on cash only status because he submitted two (2) dishonored items, not because he missed a payment. As a courtesy, this customer was given an extension, but failed to make payment according to the agreement; this makes him ineligible to receive any extensions for a period of twelve (12) months. He was also provided with a courtesy credit for one late fee in a twelve month period and a courtesy credit for an account delinquent fee, according to WUDs UPAP (Exhibit B).
  
  Because WUD strives to provide BEST SERVICE, the customer was provided the phone number to Palm Beach Countys Community Action Office.Community Action has funding that can assist Palm Beach Countys customers with utility assistance. This customer has been provided with all possible adjustments in accordance to Palm Beach County Water Utilities Uniform Policy and Procedures.  

  Customer response

  09/09/2023

   
  Complaint: 20511383
  
  I am rejecting this response because: I understand the policy, but that doesn't change the fact that the policy fundamentally flawed and needs revision. As a provider of public utilities you have a responsibility to the public. The current policy causes a customer to experience unnecessary stress as a means of punishment for falling behind. Your policy does not take into consideration the impact it has on disabled customers. 
  
  Sincerely,
  ******
  ***********************

  Business response

  09/25/2023

  Palm Beach County Water Utilities strives to maintain uniform and nondiscriminatory regulations, policy standards. We offer payment plans,extension and courtesy adjustments in accordance to the policies; however,customer has not adhered to their payment plan commitment and provided the utility with 2 dishonored items.
  We understand the challenges some customers may face, but it is important to emphasize that, like all other customers, they are expected to fulfill their bill obligations. 

  Business response

  09/25/2023

  Palm Beach County Water Utilities strives to maintain uniform and nondiscriminatory regulations, policy standards. We offer payment plans, extension and courtesy adjustments in accordance to the policies; however, customer has not adhered to their payment plan commitment and provided the utility with 2 dishonored items.
  We understand the challenges some customers may face, but it is important to emphasize that, like all other customers, they are expected to fulfill their bill obligations. 

• Initial Complaint

  06/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  ACCOUNT ********** .. I have been having a terrible time with this water ******** I have owned my condo as a full time residence - 1 bedroom where just myself lives , for the past 12 years .. I never have encountered a leak or shut off of my water , until recently .. I suddenly received a large bill in May 2023 for the month of April , apprx. ****** .. stating I have used thousands of gallons of water .. I tried speaking with customer service , but got no where, they never suggested a payment plan etc,, I asked for the meter to be read and was charged ***** bucks for that, in the middle of an emergency while disputing my bill . , explaining to them there was a fire hydrant that was being replaced at the end of my community , I had low water pressure and full intense pressure at the shower, as soon as they finished the hydrant, the pressure resumed in my home..I've also had pipes burst outside my building from aging, since the building is 50 years couple yrs ago, In addition , I recently discovered a leak seeping out from the tank into the toilet , which I fixed , but it took me a while to discover it . Obviously the water **** can see my water usage going back from nov , dec 2022 and see my normal usage and realize that suddenly there was a problem .. After reading reviews on the bbb site about the *** credit for unintentional usage where customers had their bills cleared of hundreds of dollars , I too asked for that credit ... It was never offered, I had to research to find out for myself .. I had went to the Boynton Beach office to dispute this , I was then granted the credit , which included the deposit they charged me too of ****** .. However, they said I needed to pay 160..00 by May 8 .. which I couldn't do , I paid 60 .. I made other small payments by June 6th but not the total amount .. I also filed for help was still waiting on that ... THE WATER **** NEVER SENT ME A WARNING AND SHUT MY WATER JUNE 13 ! MY BILL IS ONCE AGAIN UP TO 300 ... UNACCEPTABLE ..

• Initial Complaint

  05/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Palm Beach utility department is charging me me for three consecutive days of water witch never actually Occurred had the water been running for that length of time I would have taken care of the problem immediately as I know the cost.I have no such problem on my premises .I cant get anywhere discussing the problem with them and Ive already sent in a complaint to the attorney general my next action will be to call the news outlets

  Business response

  06/14/2023

    As a courtesy Palm Beach County Water Utilities Department (PBCWUD) notifies customers when continuous usage is detected. On May 5, 2023, customer was sent a continuous usage letter via **** and email, informing him of a possible leak.Our meter data management system detected continuous usage from 5/1/2023 to 5/3/2023 and the report provided to customer clearly depicts the increased usage.
  As a good faith measure, the **************** Manager will schedule a field visit with the customer and meter technician.  During the visit the customers meter will be tested for accuracy. Normally a $70.00 calibration fee is charged, this fee will be waived as a one-time courtesy. If PBCWUD finds any discrepancies with the test, the customer will receive a credit.
  
  Attached: Usage Report 
  

  Customer response

  06/15/2023

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

• Initial Complaint

  05/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I paid my water bill on May 19th in the morning before lunch. I received confirmation email from the water company letting me know they processed the payment and received their money. In the same token I received notice I would not have ***** automatic deduction from my account since the bill had been paid in full. This morning, the water company allowed an extra charge for the bill already paid. They refused to stop the payment and refund the money immediately. They refused to cover the overdraft they caused due to them charging me for the same exact bill twice. They already had their May money and yet today the 22nd they took it AGAIN. I have now paid the bill 2 times this month. They illegally stole form me and refused to immediately refund the money. Due to their illegal deduction from my account for a bill that had been paid in full already, I received overdraft fees. The water company should be forced to pay that fee and immediately reimburse me financially for the undue hardship, mental and emotional harm, and physical harm they committed against myself and my family due to their theft of my money. They are thieves and it is illegal to double charge for the same bill when the bill is already paid in full. ******* on 5-22-23 refused to assist in my account and returning my money effective immediately. When I requested a manager she refused to get me a manager immediately. I was forced to go into a manager que in which I received NO call back within an acceptable timeframe. ****** and the Water department, and he manager refused to return the stolen money. ****** denied me access to a manager and told me "you will not get your money back we won't do that". Her words that the department steals money.

  Business response

  06/07/2023

  Palm Beach County Water Utilities is committed to providing ************ to our customers. We strive to provide all customers with accurate information to assist with making proper decisions regarding their utility account. Customer stated she paid her bill statement on May 19, 2023.This payment was made through the website. Customers established method of payment is automatic debit. Each month customer receives a bill statement that states the dollar amount that will be deducted from their bank account, along with the last day to pay statement by other payment methods. The bill statement specifically stated the automatic payment will be reduced by all payments and credits posted before 05/17/2023 (Exhibit A). Customer made a web payment on May 19, 2023, two days after the date provided. Also noted on Exhibit A is a message that states this amount will be withdrawn from your bank account on 05/22/23, DO NOT Pay. The *** file is processed automatically and transmitted to the bank several days before the withdrawal date and cannot be cancelled. Exhibit B shows both payments were posted to customers account.
  
  Solution: Palm Beach County Water Utilities did not illegally deduct payment from customers account. Customer requested automatic debit as the primary payment method.Customer did not adhere to the instructions provided on the bill statement. The utility is not liable for any fees accumulated due to the customers mistake. 

• Initial Complaint

  11/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have automatic payment set up with this company and recently had illegal activity in my account that caused my funds to drop and my payment was declined. When I found out about the decline payment I quickly added funds in my account t and contacted them to reinstall the online payment. They refused and said that the only way I can pay the bill is either through money order or I have to drive to the office to pay by cash. This is unbelievably inconvenient over a missed payment.

  Business response

  11/30/2022

  In accordance with Palm Beach County Water Utilities Department Uniform Policies and Procedures, 2.2.8, customer will be considered cash only for a period of not less than twelve months (12) if more than one dishonored item is received within any previous twenty-four (24) month period. Customer provided dishonored items on 09/24/2021 and 10/31/2022.
   In an effort to accommodate our customer and provide ************* customer was advised to provide the utility with a statement from his bank stating he was the victim of fraud and the cash only status will be removed. Customer has not provided this document as of 11/30/2022.
  
  
   2.2.8
  DISHONORED PAYMENTS When the Department receives notice of any dishonored payment, the transaction will be reversed, and a Dishonored Payment Fee will be applied to the Customers account. ******* services may be disconnected without notice. If a customer has more than one (1) dishonored payment in any previous twenty-four (24) month period, or the initial security deposit payment is dishonored, the Customer will be considered cash only for a period of not less than twelve (12) months.At this time, all other types of payment privileges will be reinstated

• Initial Complaint

  10/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid my bill of $30.46 to *** Water Utilities Company. I did it thru the computer and somehow it took $5,030.46. I tried to cancel it and due to hurricane *** they were closed for 2 days. I called on Sept 30 and told them about the mistake and she said there was nothing they could do it would just be a credit on my account. Really $5,000.00 would take 129 years to pay off! Asked to speak to a supervisor and she said there was nothing they could do about it!! If I tried to stop payment on the money they would make me pay cash from here on out. So frustrating I could scream! They took my money there is no reason they can not credit back my bank account! A supervisor called back at the end of the business day and said it would *********** Weeks to credit my account back. Are you kidding me! I have bills to pay and eat! They took my money very quickly and they should be able to return money to my bank account just as quickly!

  Business response

  10/13/2022

  Customer mistakenly made a web payment of $5,000.00 to her utility account on September 27, 2022, during an office closure due to Hurricane ***. The utility was not aware of the overpayment until two days later, which prevented the option to void payment. In accordance to the utilities policy a refund request cannot be submitted until the verification of payment is guaranteed (payment has been received). Customer stopped payment on 09/29/2022, 1 day before she contacted the call center. Customer request for refund is denied because water utilities never received payment.
  
  Attached is a copy of the account history and comment log.As a courtesy Water Utilities has waived the dishonored payment fee in the amount of $200.00 and the reinstated security deposit in the amount of $110.00. 

• Initial Complaint

  04/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Billing issue. Final **** Refusal from ******.Past due amount paid on account. I am renting my house. I Can Not Close my account because I have been billed another water deposit ****. Deposit based on 2 months avg ****. Why do I need to pay a New deposit in my name If I am closing my account and Not requesting new service in **?Account ********** FABOR

  Business response

  05/17/2022

  Customer was required to pay an additional deposit due after two past due notices within a 12 month period. Customer has since closed account due to a new tenant moving in and deposit was not required. Customer complaint was satisfied

• Initial Complaint

  10/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been out of state for 11 years. I have called several times about account bills in my name. I was told I opened the account in person and could only dispute it in person- I was across the country. My brother's bill has been in my name and he has not been able to correct it. I have returned to Florida and turned on the water in my name for my house last month. Last week I returned from a doctor's appointment to find my water turned off "for non-payment" and when I called for clarification I found out they were sending my bills to Iowa. Then I was told it was MY responsibility- well I gave them the right address- where the service is provided/in FLORIDA when I started my service. Oh yes, and they had my SS# wrong!- I did NOT provide the wrong #. I had to pay $35 reconnect fee only to have another notice on my door after returning from another doctor's appointment that my water is still off because faucets were open- they were NOT! This is predatory billing behavior!

  Business response

  11/02/2021

  Business Response /* (1000, 9, 2021/11/02) */ Customer states she has been out of town for eleven years. During this time she has leased the residence to others. In accordance to Palm Beach County Water Utilities the property owner is responsible for base facility fees and customer account fees if the new occupant information is not provided. On several occasions tenants have moved out and account was placed back into the property owner's name until a new tenant established service. Water Utilities is currently retrieving all of the recorded conversations for the most recent account established in customer's name to determine the information provided regarding the mailing address. The Director of Customer Service will contact customer on 11/2/21, with findings. WUD will provide an update to BBB once this has been completed. Consumer Response /* (3000, 11, 2021/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is NOT true. I was told on numerous occasions that I opened the account IN PERSON and they had proof. They put my brother's account in MY name and again stated that I opened that account - I did NOT - he did, and he has said this to them multiple times. I have documentation of all the fraudulent and predatory charges I have been charged over the years. And I am compiling everything. I have called numerous times. They have someone call me back and leave a message twice and consider their job done and the matter resolved. I have to call repeatedly to get a hold of people and supervisors above the employees. They never leave/provide a call back number. I am not the only one. They think this is okay because they are the ONLY water provider for the entire county! So we are forced to pay or live without water - which is NOT possible and they know it. They told me that once the bill is mailed from their office, they consider it "received" on my end. They continue to tell me that it is MY responsibility to pay the bill even if the bill was mailed to Iowa - that I should know it is due every ## of days and pay it. I have proof from USPS showing that the bill was sent to Iowa and didn't arrive to me until the day they shut my water off! Moreover, after I paid to turn the water on, they still didn't give me water because they said I left the water running - I did NOT. I had used the restroom before going to another doctor's appointment and when they turned it on, it began filling the tank (toilet). Then they made me pay another fee to have water turned on that night. The guy who came said he had come earlier - I asked him to see the reading of 10 gallons of water that was released - he said he didn't have it. I provided this information to them too. They just keep telling me it is their policy that it is the owner's (i.e., MY) responsibility. Like I indicated, they do this because we have NO recourse as they are the ONLY water providers in the entire county! Business Response /* (4000, 15, 2021/11/15) */ In accordance to Palm Beach County original response, the complaint was investigated further and customer has been proved a credit (past due fees and delinquent fees) due to incorrect mailing address. Business Response /* (4000, 32, 2021/12/22) */ WUD has made several attempts to contact Ms. ******* regarding her complaint one on 12/8/2021 and another one on 12/13/2021. On both instances the Manager's direct extension was provided for her to return call to further discuss her complaint, as of today WUD has not received a call back from Ms. *******. A credit was provided to Ms. ******* based on prior complaint. for clarification WUD will need more information and to speak with Ms. ******* to investigate any other complaints.

*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. ↩