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:04/15/2025

  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.

  On April 3 2025 Suffolk County Water authority demanded we pay $1093, they said the meter has been broken since October 21st 2022, so we owe for water usage nearly 2 1/2 years ago. We have been receiving monthly bills which have all been paid ontime. I think it is unacceptable that it took them 2 1/2 years to figure out that our meter wasnt working, & how do I know the meter was reading my usage correctly? They said their rates go up every year as well, how was this balance calculated? All unanswered questions that I asked them, I dont feel comfortable with any part of this situation & because we cant live without *************************** have no where else to go, Suffolk County Water Authority is taking complete advantage of us. They demanded we pay the balance in full and only after explaining to the Authority that I have a baby at how & my husband lost his job in May 2024. We are not in a financial position to pay this. They then offered a 12 month payment plan. I explained that we are living month to ********** have accounted for the water bill payment based off what it has been for years. We cant afford any additional fees. I asked if they could at least divide the balance through a 2 1/2 year period because that is how long it took us to be notified and they refused. I believe this is horrible and acceptable business conduct and we should not be held responsible for the balance, we are supposed to be notified within 30 days of service what we owe. All the bills we received we paid immediately & on time. I requested **** from October 21 2022-April 3 2025 which I am still waiting on & I have the conversation with the Water Authority Representative recorded. Ultimately their equipment was broken, it took them 2 1.2 years to fix it. I dont feel we should be help responsible for their mistake nor can we afford to pay the balance in a lump sum or over a monthly duration unless it is only $10 additional per month. Even then we are already struggling to pay our bills.

  Business Response

  Date: 07/25/2025

  **** is working to resolve this customer complaint.  At the time of Complaint filing, the customer was only willing to accept a $1 per month payment plan, which we were not able to grant, however we are working towards a solution.

  The amount billed to the customer is actual usage of **********************, confirmed by an actual meter reading.  Although the actual read was delayed, this was due to the signal transmitter issuing an incorrect reading to our system. On a quarterly basis, **** attempts to obtain actual reads from each of our ******* accounts. In some instances, the customer's meter is working properly and calculating the water usage. However, the transmitter is improperly sending data to our system.  Sometimes this comes in as a low or zero read. It often is several quarters before we are able to determine this - as Suffolk County has many seasonal properties, families that vacation for long periods or have two homes.  As such, once there is a second or third read with a low or no value, we are able to visit the property and confirm either no usage (ie - vacant house) or transmission problems.  Once the transmitter is corrected, the values recorded by the meter are then automatically sent to our system wherein customer bills are adjusted for the actual amount used. 

  While we understand the frustration of seeing the high bill that accurately represents the amount of water used by the customer, a customer is charged with reviewing their bill and if and when the printed readings show no difference between the start and end dates of the billing cycle (but they are aware that they are using water) and/or the amount due and owing by the customer is lower than normal, that should prompt a call to customer service to help determine if there is a problem. 

  As technology advances, obtaining readings in real time will become easier and standard. We look forward to those days and we are working to update policies and procedures to develop cost effective ways to lessen these transmission delays.

  As for this case, our customer service department has already issued a credit in the amount that represents two quarters of usage. We have attempted to reach the customer for a final resolution.  Settlement discussions were declined through customer service and the legal department also reached out, but the call has not yet been returned.

  **** always has the goal of outstanding customer service and as such, we are looking forward to working with this customer to enter into a payment plan that is financially sound for her and her family. 

• Initial Complaint

  Date:11/25/2024

  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.

  This is a complaint against the Suffolk County Water Authority, ********. I tried their **************** phone line...************* and was on hold for 42 minutes before giving up. Did the option of requesting a call back and was told there were 52 people ahead of me. Then tried their "Live Chat". That does not work...it asks for a "Reason for Call" but does not give any space for typing. In summation, their **************** Dept needs a fresh look....Reason for my call to them is I am not receiving any paper bills although my account declines paperless.

  Customer Answer

  Date: 01/06/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Suffolk County Water Authority regarding complaint ID ********.
  
  Sincerely,
  
  ****** ****
  

  Business Response

  Date: 02/21/2025

  On the same day as the complaint, SCWA was receiving a high number of calls due to main break reports.  However, the phones were functional and there is a hold message that gives either an approximate wait time or the number of people ahead in the queue.
  
  In addition, we do have a Chat option on our website.  To use the chat, after initially clicking, the customer must then select an additional option so that the conversation can be routed to the proper customer service representative. Based on the wording of the complaint, it seems that the customer did not fully submit any request based on a subject matter and so the chat was not routed.  However, we did have our **************** administrator log into the chat as if she was from the outside and it was fully functional on the day in question.
  
  We received no other complaints about either of these issues.
  
  Notwithstanding, the complaint was made in real time, as the customer was frustrated, however by the time **** received the complaint from BBB, the customer had already been serviced through a phone call made by ****** ***** husband. On the same day as the complaint, our customer service representative spoke with Elaines husband and answered all questions and/or resolved the issue. *** **** reported that he was very happy with the customer service and asked to be transferred to the supervisor to report that the representative had done an amazing job.
  
  
  
  We consider this matter to be closed.
  
  

• Initial Complaint

  Date:03/04/2024

  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.

  After a water main break in my development, I had sediment go thru my pipes eventually having to have two toilet insides rebuilt, two faucets replaced and my water pipes flushed out with all my fixtures. Immediately upon discovering the first issue I called a repair person at first not relating the problem to the water main break. Then I discovered that is exactly what was causing it. Called water authority who advised to run my water to include outside hoses. I did that but did not clear the problem. Had water authority here who agreed it was on them and gave me a claim form and was told to call a plumber. By this time I lost all water pressure. Water authority is now denying the claim due to when I reported it. I had about ****************************************************************** see. I followed all their directions but they still denied it. All documents are already on file with the Suffolk County Water Authority as well as follow up e mails for appeal.

  Business Response

  Date: 04/10/2024

  Confirmation and Validation of Prior Findings: SCWA Absolved of Liability
  Upon the original submission of the insurance claim, our carrier concluded that SCWA (hereinafter referred to as SCWA or the Authority) was not liable for any damage claims submitted by ********************** for plumbing repairs inside of her home.  See email communication dated February 26, 2024, annexed as Exhibit 1.
  Now,upon receipt of the underlying complaint to the Better Business Bureau, the Authoritys **************** has conducted a further review of the record and hereby presents the same conclusion.  The Authority has no liability and is not responsible for any damage claims as submitted by ********************** for her home located at ************************************************************************
  
  Timeline of Events
  
  August 24, 2023
  SCWA received a call from the *** at *** ****** that there is a Water Main Leak. Upon further inquiry, the parties establish that it is an irrigation line and that one line is shut off to prevent further leakage; A service call is scheduled for the following day, 8/25/24, as it is deemed a non-emergency
  August 25, 2023
  SCWA techs go to *** ****** and complete an inspection. The problem is discovered to be a service line. The service line is in between the water main and the customers lines. This particular service lines affects approximately 100 homes.
  August 31, 2023
  SCWA completes the work.  Valves on the service line were raised and replaced and an area of disturbed road was patched. The job is marked completed and closed.
  September 01, 2023
  SCWA receives a call from the *** that there was visible debris on the blacktop in the area was patched; Since *** ****** is an exclusive community, a crew returned to spray down the job site and to completely clean the work area.
  December 19, 2023
  SCWA received a **************** call from Complainant who alleged, a water main broke a month ago and now she has sediment and low pressure.
  December 20, 2023
  A tech visits the property of *********************** to inspect the meter for clogging and to determine if the service line needs to be flushed.  Neither was required. With the information he is given by **********************, the technician gives ********************** a claim form so that she may follow up with her complaint in the proper course of business, as it is not the technicians job function to investigate or assess any alleged damages.
  December 29, 2023
  January 02, 2024
  ********************** pays a private plumber $1,575.00 and charges approximately $1,000.00 for toilets and faucets to change her bathroom fixtures. (Annexed as Exhibit 2).
  January 25, 2024 (On or about)
  ********************** seeks reimbursement by submitting receipts to SCWA totaling $3,242.46.
  
  
  Maintenance Work by SCWA at *** ******
  
  Suffolk County Water Authority received a service call on August 24, 2023 and promptly responded, investigated, and repaired the service line. The repair work did not include a water main, which,in ****** terms, means that because it was a smaller piping structure involved,the water system was not shut down or depressurized.  It is the shutting down of the water system and consequent depressurization that can cause sediment to build up in the system and damage home plumbing. This damage occurs almost instantly and would be present throughout several homes on this service line and throughout all fixtures and water outlets within those homes.
  
  There have been no calls from the *** to SCWA regarding this service line since August 2023. No other owner contacted SCWA regarding clogging, sediment, low pressure or anything similar in relation to this August 2023 work.   
  The August 2023 work was performed in a location near **************************  There are approximately 40 houses between the point of repair and the home of **********************. It is inconceivable that a problem occurred at the point of repair and not one of the approximate 40 houses between the leak and house in question suffered sediment build up, low pressure or other problems. See Neighborhood Map annexed as Exhibit 3.
  ********************* attempts to show one property in the community that had service calls during this time frame. However, she neglects to state that this customer has had unrelated concerns and an ongoing matter dating back to 2021 so those calls were unrelated to the 2023 repair work.
  With regard to the work completed in August 2023, the system was not shut down and as such there is no likelihood that the sediment in ************************ home was caused by the work performed in August 2023.
  
  Sediment in *** ********** Home
  
  It is not the intention of the Authority to belittle or dismiss the fact that ********************** did, in fact, have sediment build up in her home plumbing.  However,it is to be noted that sediment build up can, and often does, happen inside homes based on several factors, including system usage. ********************** mentioned in her complaints that her children are away at college, wherein she specifically admits that her system is not being used with frequency.  This low or non-usage, can justify Sediment build up within her system and her internal home plumbing. Failure to timely or properly correct this can lead to the type of damage that ********************** alleges. Statement of ********************** annexed as Exhibit 4.
  
  
  
  
  Liability of Suffolk County Water Authority
  
  ********************** received a claim form on December 20, 2023. Receipt of a form is not an admission of liability as she has set forth, but rather an indication that it is another department that would evaluate her allegations. It seems as though ********************** was under the mistaken impression that **** would simply reimburse her for her chosen home repairs without evaluation of the circumstances, facts, causality,determination of negligence, or other and further verification of allegations.
  
  In the due course of business, *********************** claim submission was evaluated and it was determined by SCWAs insurance carrier that the repairs made to her home are attributable to the homeowner and are not the obligation of the Water Authority. See Claim form annexed as Exhibit 5 and **************** denial annexed as Exhibit 6.
  
  It is well settled that the Authority is not an insurer of the water system and can only be held liable for negligence on the part of the Authority. See ** ****************** Decision annexed as Exhibit 7.  To this regard, *********************** legal argument is flawed.  A mere leak & subsequent repair is not evidence of negligence. That is evidence of a public plumbing system that services 1.2 million residents and spans over ***** miles in underground piping - and the ordinary repair work that is required for maintenance of this extraordinary system.
  
  Conclusion
  
  SCWA maintains that, under these set of facts, sediment build up and subsequent damage to the internal plumbing or fixtures within *********************** home remains the responsibility of the homeowner. As such, we respectfully request that this complaint be deemed unfounded and dismissed in its entirety.

  Customer Answer

  Date: 04/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I reject the finding for the following reasons: I also filed a comoaint in small claims court
  
  The **** admitted guilt which is why they gave me a claim form. The inspector that came to my house saw the sediment and advised to get a plumber to blow out my pipes. Their story changed three times as to the cause.  They also concluded false information that I have proof.  I have filed a small claim.  
  
  Their response that the line is not used often is incorrect.  I stated my daughter was at college at the time of the break until she came home in Sept and noticed the running water in toilet.  She was home from the end of May through the middle of August and utilized the water in the first bathroom daily.  I have a second child and house keeper that come periodically and utilize the lines, just not the time period when the problem started. 
  
  They stated at first it was my plumber that turned the water filter causing debris to enter the line. The plumber did not touch the line until after damage was done. 
  
  The Second excuse was that it was an irrigation line. Documentation from both the *** and ****************** provided written documentation that it had nothing to do with an irrigation line. *** stated it was the **** issue. 
  
  **** stated that the watermain break started at number 85 ********* with 40 houses in between.  The fact is that it was by 185 *********, only 9 homes down on the line where the break occurred.
  
  **** stated the line was not shut down.  The irrigation line was shut off to prevent water from going into the area.  The roadway was broken open and pipes repaired. I have pics of the ground broken and parts taken out.  
  
  Note: IF it was not a **** issue then they would not have been called to repair. 
  
  They stated that no other person filed a report. Just because they did not file a report does not mean no issues occurred.  There have been many complaints of ***** water coming into the homes. 

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

• Initial Complaint

  Date:08/22/2023

  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.

  Our residential water at ********************************************************************************** is supplied by the Suffolk County Water Authority.Our conduit from their meter on the street, several hundred yards from our house, was via a 4 brass pipe installed and untouched since ****. In June of 2023, we decided to abandon this corroded line and run a new PVC pipe underground. In advance of our work, our plumbing contractor, *****************************, requested and paid **** for a new meter to be installed on the street to receive this line to be activated at a future date with our authorization, understanding that in the meantime, our water supply would be via our old meter and old pipe until we advised them we were ready to make the switchover. On Friday, August 11, no water in our house. Our plumber, when alerted, found technicians from **** on our street. With NO notification to us, nor any request FROM us, they had retired our old meter ie dismantled it, leaving us with no foreseeable water supply until we made a switchover to the new meter. A terrible error on their part which was freely admitted by the **** representatives on hand.We have a small guest house on the street which has an independent meter and water supply. At the urging of **** techs, our plumber was able to tap into this water supply and lay a temporary pipe above ground to our residence which was enough to meet our needs until such time as he could complete the hook up to our new system - a matter of two days work in emergency mode.I have already paid ********** a total of $866.25 for laying the pipe above ground from the guest house to our residence. (See attachment). I contacted **** several times to discuss their responsibility to reimburse me for this invoice, as I hold them to solely accountable for creating a problem and an untenable situation which they then directed my plumber to remedy. I was told repeatedly someone would be back in touch with me ASAP, but as to date have not heard from them.