Complaints

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:07/17/2025

  Type:Customer Service 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.

  Im writing to share feedback regarding a customer service experience I had on the morning of July 17, 2025, around 8:45 AM with a representative named ******.I had called in to discuss billing issues related to auto-pay on my account. Unfortunately, the interaction did not go well. During our conversation, ******** tone came across as passive-aggressive and combative, which escalated the situation. In response, I raised my voice and asked to be transferred to another representative. Instead of transferring the call, she disconnected the line.I understand that working in customer service can be challenging, but I wanted to bring this to your attention as the interaction fell short of expectations. I'm happy to speak further if needed and would appreciate follow-up on how this situation will be addressed.

• Initial Complaint

  Date:04/22/2025

  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.

  Cobb County Water System put a disconnect notice on my door knock. I had my sink repaired and have no leaks in my house. If I have any health issues that may be a threat to my health and safety then they need to turn my water back on and yes I requested a doctors note. I have always paid my bill since January 2024. They told me it was something in the line so I told them they need to get out here to fix it cause my water bill aint no $2,935.87 unless they want me to get the news media involved. They disregarded my request when I told them I need accurate statements and that line needs to be fix by their crew

  Business Response

  Date: 04/23/2025

  Mr. ********* bills have all been accurate. He applied for and received a leak credit for January and Feb of 2024 and was granted a credit for both months.  Our leak credit policy only allows for one-credit in a rolling 12-month period covering no more than 2 months.  Even though he received a credit for a repair made in February his use continued to be elevated through Mar-until September.  We verified the readings at the customer's request on 6/25/24 and 9/10/24.  On 6/25 we found that an additional ***** gallons had gone through the meter since the reading 7 days before.  We alerted the customer that this indicated a problem and sent fact sheets and information to troubleshoot a potential usage issue.  He did not believe us.  We advised bills are correct.  On 9/10 we verified the reading and found ****** had passed through the meter since it was read 3 weeks earlier.  Again he was informed the readings were accurate.

  We had suspended disconnections during a billing system transition.  Mr. ******* was offered a repayment loan in February.  He failed to respond until a few weeks before going live on our system in Mid April.  At that time we informed Mr. ******* we could not make loans in the old system but asked him to contact us when the new system was up.  He failed to do that.  Mr. ******* was provided ample opportunities to contact us to make repairs to his property to troubleshoot the high use.  

   

  Before we resumed disconnection process in March of 2025 we sent a letter to all customers who had a past due balance.  Mr. ******* received his on 12/23/24 it gave steps about how to contact us proactively to address the account and to place the account on a payment plan.  **************** was on a high balance list.  We attempted to make a phone call to Mr. ******* as we did to about 750 customers with high balances.  The number he provided for his account was not in service. As a part of our delinquency process he also received an email notification on 3/29/25 prior to the service being turned off.  Mr. ******* made no contact with us after his request to have the reading of August verified again.  

  We went above and beyond to try and work with all of our customers before restarting delinquency.  The readings and the delinquency letter are attached.  Mr. ******* was disconnected correctly for a failure to pay.  It is true he was making $55.00 payments these payments were not even enough to pay is current bills.  We verified he was receiving all of the bills and communications unfortunately he made no effort to address his significant delinquency of correct and verified charges. We have provided him with a list of charitable organizations and encouraged him to apply for assistance with his delinquent acct.  Unfortunately, the amount he owes is significant and we cannot turn the account back on until the balance is rectified.  I did offer if the customer makes a significant down payment of $750-$1000.00 we can possibly turn the account on and place him on a 12-month repayment plan.  

  Customer Answer

  Date: 05/01/2025

  The average Georgia Water bill is $28-$50 for one person to be paying in this house so I been paying my bill every month not no $400 or $500 water bill. So no my bill shouldnt be that much and if they only going to take $750 to restore my water then waive that $2,953 and make this water bill make sense from now on. I paid what I was to be paying.

  Business Response

  Date: 05/01/2025

  Again Mr. ******** is confused.  We have actual readings from his property that have been verified he has been told this by the ******. Manager, **** Water Deputy Director and the Agency Director for **** Water.  Average water bills have no relevance to what we bill a customer.  We bill them based upon their actual use not some state or national average.  

  He was told repeatedly that the $750.00 would be a down payment, the remainder would be placed on a payment plan.  All charges were accurate and verified and **** Water does not settle actual water and sewer charges those are for services rendered and non-negotiable.  Mr. ******* was repeatedly counseled to seek payment assistance.  He finally did get the needed assistance and County ****** services provided a promise to pay for the entire past due amount of $2900.  *********** was restored on Wed 4/30/25 after obtaining the assistance we were counseling him to get for the last week.  The issue is resolved as far as **** water is concerned and if Mr. ******* pays his full monthly bills each month in the future there should be no further issue.

• Initial Complaint

  Date:01/14/2025

  Type:Customer Service 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.

  Im making a business complaint and reaching out for help and assistance on our account with **** ***************************************** as NO ONE will get back to us. They are claiming we used ****** gallons of water in 18 days, which is absolutely impossible as we only have two employees in the building and they are only on site part time. **** County water did come out and change our meter and we still dont know why, and no one will give us any answers. Can you please assist in this matter? Our bill is normally between $50 to $100 per month and no more. Here is the email I have sent to them with NO REPLY and they just want $755.05 for this invoice .Dear ***** and **************** Team at **** ******************************************* am writing to express my frustration regarding Account *********. Despite repeated requests to speak with a supervisor, I have only been provided an email response, which is unacceptable given the severity of the issue.The reported water usage for our building is unreasonably high and does not reflect our actual operations.We only occupy the building part-time with two employees on-site, making it infeasible for our water usage to align with the reported figures. Historically, our bill has ranged between $50 and $100. I am requesting an immediate adjustment to our bill to reflect a reasonable amount.Additionally, I need clarification regarding the recent replacement of the water meter. Specifically, I would like to know why it was replaced and what prompted this decision.I am again requesting to speak directly with a supervisor to resolve this matter promptly. Please contact me at ************ PST. I am based at the **************** in ************If I do not hear from a supervisor by the end of today, I will escalate this issue further, including filing a formal complaint with the Better Business Bureau.Your prompt attention to this matter is expected and greatly appreciated.

  Business Response

  Date: 01/29/2025

  I am confused by the complaint.  This customer was responded to on multiple occassions.  Our supervisor emailed them on 1/7, 1/13, 1/16, 1/22.  A courtesy adjustment was given to the business for $451.88 to the account.  The meter reads were verified.  As a courtesy the meter was changed out.  Not sure what else **** Water Could have done to assist this customer.  

  Customer Answer

  Date: 01/29/2025

   
  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:12/23/2024

  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.

  For almost 2 years we have been overcharged by **** County Water for flushing toilets. We have complained and they reduce the charge for 2 months and then they quadruple the charges again. This is outrageous and there is no oversight at **** County Water. Attached is one of the complaint letters from June 6 2024.

  Business Response

  Date: 01/06/2025

  The customer has not been incorrectly billed.  We have been out on several occasions to verify the readings.  We have left information and our ************* Manager has sent emails explaining the readings are all correct.  teh meter is not malfunctioning.  We do not know the cause of their higher use.

   

  We were out 12/16/24

  We were out 9/12/24

  We were out 8/30/24

   

  At no point was any issue found with the meter or the readings.  The meters are mechanical they only measure flow when flow passes though them.  They are also totalizing so each read builds upon the last.  Any time our verification is higher than the read we know the reading was correct.  The meter Read history is attached.  

   

• Initial Complaint

  Date:07/29/2024

  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.

  In june 2024, I received my bill stating that I used ****** gallons of water, I immediately called in to customer service and was told that I needed to run toilet test see if the toilets in the house were leaking, I conducted the test, no leaks, I checked the meter, the triangle was not moving, tech came out that same day, monitored the meter, same findings, no leaks, The bill was $216.50 for the month. **** county water can not tell me how the months prior to the system change my household average 4,000-***** gal of water, and then for 1 month ****** gal water consumption and the month right after back to ***** gal of water. I dont have leak, never had a leak. And this company can now tell why the huge increase. Its just me and my same 2 kids that live in my house, no i did not pressure wash my house, no I dont have a sprinkler system, no I didnt have the water hose running. I requested for a supervisor to call me they told 24-48hrs, it took 30 days. I asked to dispute these charges, they are still on my bill. NO RESOLUTION and no urgency to find out why the customers of **** ***************************************** experienced these huge bills while replacing the system.

• Initial Complaint

  Date:07/18/2024

  Type:Customer Service 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.

  For the past 19 plus years I have been a customer of **** *****************************************. I've paid my bill on time every month through my bank's Auto Bill *** System. **** County Water just changed their billing systems. I made an Auto Bill ***ment of $65.16 12 days before the payment due date. **** County Water failed to apply my payment. **** County Water's Autopay system kicked in and debited my credit card $65.16 causing a double payment. The latency in **** County Water's billing system prompted us to stop payment of the check we initially sent in. **** County Water eventually cashed the check, applied the payment to our account, which led to a $30 NSF being charged to my bill. Two payments were ultimately made, and I find it disingenuous on the part of **** County Water to assess a $30 NSF charge knowing they have latency in their new billing system, and they have already extended a courtesy for two months waiving any late fees while they work through their billing challenges. Side Note: No one should have to spend an hour on hold, just to be hung up on and have to call back. I'm certain their HIGH Call Volume is do to their billing system challenges. It would be in good favor and customer service to credit my account the $30 NSF charge.

  Business Response

  Date: 07/19/2024

  ******************** account was migrated over to the new billing system with his autopay already set up as it had been in the previous system.  His autopay is set to pay on the due date 6/3/24. In the new system this is withdrawn in the evening.  As you can see form the attached screenshots there was ne delay in the withdrawal.  He did call our office inquiring about a payment he made for the amount due of $65.16 I am assuming he was inquiring about the additional payment he made through his bill pay.  Our staff said we had not gotten that yet and recommended that he send in bank paperwork so we could research.

   

  In the meantime his autopay was correctly withdrawn on the due date.  No lag.  Unfortunately, the customer decided to stop payment on his bill pay.  I am not sure why.  If he was concerned about a duplicate payment he could have inquired and we could have cancelled the autopay we have a 48 hour window to do that.  He chose to stop payment.  He mentioned he was advised by our staff to do that.  Our staff is trained to tell customers not to stop payment as we will be billed and a return payment fee will be assessed.  We listened to the call with the representative.  They did not advise stopping the payment.  We are charged for any return payments and we have to pass those costs on to the customer unless the cause of the returned payment is caused by the bank or a **** Water Error.  That was not the case here.  The customer made the decision to make an additional payment and to stop his bank payment.  The *** charge is correct.  He is correct we have suspended delinquency actions because this is a significant change for our customers.  It is also underscores that the customer could have waited for the autopay to be applied to the account on 6/3/24 as you can see form the screenshots it was.  The fee was assessed correctly.  

• Initial Complaint

  Date:03/30/2024

  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.

  **** County Water sent me a bill for over ****** gallons of water used during the 3 week period when they were digging up the road in front of my home and repeatedly turning everyones wares off and on. Myself and multiple neighbors experienced the same thing. I live alone and work over 70 hour work weeks away from the home. I do not own a pool and even during the driest summer months with the sprinkler system fully on, my bill has never exceeded $170 in a month. I had a plumber come out twice to sign off that I had no leaks, the meter was evaluated to make sure it was working and after being berated, yelled at and threatened by customer service at **** *******************************************, I was told that I had used the water, I had no recourse and I would have to pay it or my water would be shut off. My father was the utility director of the city I lived in for over 40 years and provided me with resources, links and studies proving that when air is forced through water lines as was the case on our street during the 3 week repair process, the usage dial spins on the meter and because the volume of air is less than water, the meter calculates the volume. I have never had a bill before or since the period that was even $200 and **** County refuses to review my documentation.

  Business Response

  Date: 04/02/2024

  I am sorry the customer had higher than normal usage.  I have attached the consumption history.  I am unsure about the time frame when ****** gallons was billed.  The seasonal summer months shown elevated use but it is consistent with the customer's normal seasonal use.  The highest month was the Bill for early October covering the Month of September it was for ****** gallons.  I am unsure of the time period she was billed ****** gallons and nothing seems out of line form normal use.  Also  I am not sure what meters or meter configuration her father was familiar with.  Our meters are at the curb not inside the home.  When we run our system to repressurize the meters are not affected they can only move when flow is directed through them.  In fact after disconnection our customers have to repressurize their lines by turning on their own water.  Our billing system is currently unavailable as we prepare for implementation of a new system.  The only info I could pull was form our meter reading platform.  I do not see the consumption noted in her complaint.

• Initial Complaint

  Date:03/14/2024

  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.

  I have had autopay on my account for 4 years now without an issue. 3 days ago, I got a bill from them stating my account is Delinquent despite being charged for last month's bill. They are attempting to double-bill me!

  Business Response

  Date: 03/15/2024

  There was a technical communication issue between our online payment provider and our billing system .  The payments made in the payment site were not imported to the billing system so there was a delay in having them credited to the account.  No one was double billed attached is the screenshot showing that the payment was manually processed  and the late fee was removed.  The customer was told this several times when she called into the office.  It was explained it was a technical issue, it was explained we were in the process of manually adding the payments and removing any associated fees.  There were over 1500 payments affected and even with 5 people doing manual entry completion of this process took a few days.  The customer was well aware the process was underway.  It was a technical issue there was no way we could have avoided it we made all necessary corrections as quickly as we could.

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21432837
  
  I am rejecting this response because:

  They are LYING.  I am attaching a screenshot FROM TODAY. Showing that they are STILL falsely showing my account as DELINQUENT! Furthur more, when the autopay drafts my account again with the balance being $129.11 that is and will be DOUBLE BILLING. Also the website threatens shutoff and a $50 fee! OUTRAGEOUS and ILLEGAL !

  Sincerely,
  
  *************************

  Business Response

  Date: 03/15/2024

  I am not sure what the cusotmer is seeing.  The screenshot i sent earlier is her current acct status and the attached screenshot right now is form our payment site showing she only owes the $58.01.  There is nothing else we can do

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21432837
  
  I am rejecting this response because:

  I intentionally displayed the ************* at the bottom of my response's screenshot (Friday, March 15, 2024, 11:14 AM, 3/15/2024 CLEARLY VISIBLE!) to prove my point. They lied, and to cover up their lie, they went into my account and added a "walk-in cash" payment after I exposed their dishonesty. This behavior only highlights their shady nature.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/24/2024

  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.

  My water bill is my issue. We just received a bill for a residence of $162.00 for Dec. 23.When I reviewed the last 12 months I found that 4 of the those months were exactly the same plus an additional two months being exactly the same. We were told to check the meter with everything in the house turned off to see if the meter was spinning, it was not. We were told to put food coloring in the water tank to see about leaks, no leaks.I was just told as of 1/8/24 we have already used ***** gallons and I'm expecting another bill for $160,00 plus or minus.How can a household use the EXACT AMOUNT OF GALLONS 6 out of 12 months? Is it possible the meter is not being read and someone is just using a previous reading? Would this be illegal?Can we request that the reader let us know when they will be reading our meter so we can check the numbers?We were told they left us tablets to test the water, we never received any.The same house, the same three people and the bill can fluctuate by over a hundred dollars. Now we're told we have to hire a plumber at our own expense to check the service and maybe a review board "JUST MIGHT" give us a credit?We have double checked every spicet outside and inside and nothings leaking or running. I'm starting to believe the meter readers ate not doing their jobs.We will be going to the main office to get a clearafication from management because customer service is only allowed to say so much.

• Initial Complaint

  Date:01/19/2024

  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 was alerted by a **** county water supervisor that my recent payment had been returned. I was then told the amount due was $219 (included the $30 return fee) and it needed to be made by 5pm Jan 2, ****. After communicating with the **** Water Department several times, I tried to make the payment online but was unable, so I called and made the payment via the automated phone system. I was given two options of payment (past due or total due). I initiated a payment for total amount due $189 Jan 2nd at 2:40pm and was alerted my account was paid and current due was $0. I emailed the **** county supervisor alerting her I was unable to pay the $30 return fee because it hadn't been billed yet, and to advise. The next day my service was disconnected due to the $30 return fee which was billed 1/3. I paid the $30 return fee, and my service was reconnected, and I was billed $50 connection/processing fee. After speaking with a customer service representative, the fee was reversed but the **** county supervisor added the fee back to my account and informed fees added by her are not to be reversed by anyone I will have to pay it.

  Business Response

  Date: 01/22/2024

  I understand the customer is upset and our representative that removed the $50.00 processing fee did that in error.  The account was clearly noted that due to the fact this was 2 returned payments and three months of past due bills that the account status was not eligible to have any delinquency fee waiver.  She should not have entered the restore without receiving the full payment, including all fees.  Because she made that error we did not require the customer to pay us immediately but billed the $50.00 to the account as a courtesy.  

  The email the customer attached from the supervisor already made clear that the full amount of $219.90 was required.  The customer called and spoke with another rep on 1/2/24 at 12:15PM the screenshot is attached. That rep also told her the $219.90 was due to avoid cutoff due tot he status of the account and the multiple returned payments.  The supervisor responded to the inquiry that the  customer attached to her complaint about paying the $30.00 if it did not appear in the portal Telling her the full amount of $219.90 was due at 12:52 on January 2, 2024.  because the full payment of $219.90 that was confirmed by our representative and our supervisor was not paid on 1/2/24 the account was disconnected on 1/3/24 at that time the delinquency processing fee is applied to accounts in the amount of $50.00.