Complaints

This profile includes complaints for Palm Beach County Water Utilities's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Palm Beach County Water Utilities

  8100 Forest Hill Blvd West Palm Beach, FL 33413

• 

  Palm Beach County Water Utilities

  2030 S Congress Ave West Palm Beach, FL 33416

• 

  Palm Beach County Water Utilities

  PO Box 16097 West Palm Beach, FL 33416-6097

• 

  Palm Beach County Water Utilities

  9045 Jog Road Boynton Beach, FL 33437

• 

  Palm Beach County Water Utilities

  PO Box 24740 West Palm Beach, FL 33416

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:05/24/2023

  Type:Sales and Advertising 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.

  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

  Date: 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 Answer

  Date: 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

  Date:05/22/2023

  Type:Sales and Advertising 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 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

  Date: 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

  Date:11/02/2022

  Type:Sales and Advertising 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 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

  Date: 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

  Date:10/02/2022

  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.

  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

  Date: 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.