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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/16/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have been trying to set up automatic payment with this MONOPOLY for some time. They refuse to do anything electronically, and I can not print out their forms. All other utilities not only have electronic payments set up, they have it set up smoothly. I want to be set up for auto payment, without me having to visit the office, or print out a form to mail it. I also want to be made whole all late charges that the utility may have charged be that are due to their own inability to provide a way to pay money. I will keep money in escrow until such time as the utility company corrects their grievance performance errors.
Business response
04/17/2023
Monroe County Water Authority (MCWA) does accept automatic payments, but MCWA does not have an electronic process for setting up automatic payments. To sign up for automatic payments, customers can print the form from our website, or the form can be mailed to the customer. Once the form is filled out, the form and a copy of a voided check can be emailed, faxed, or mailed to us. I understand that other companies set up automatic payments electronically, but MCWA does not have an electronic process in place at this time. It is one of our ticket items to put in place at some point in the future, but it is not offered at this time. In the meantime, payments are accepted by mail, electronically via customers' bank accounts, online, over the phone, or automatically. A form is being mailed to the complainant. If he chooses to fill it out and return it to us along with a copy of a voided check, we will sign him up for automatic payments. I have removed the most recent late charge from his account as a courtesy.Customer response
04/18/2023
Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. The reason why I brought this complaint to begin with is because of what you just confirmed! Fix it, set it up where I can do it by phone or website. You have had this problem for multiple years. There is no excuse for it, and I will start holding money in escrow until you fix it if I have to. Regards, **** *****Initial Complaint
11/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
MCWA came to install a new water meter in my house. According to Ring Video, the technician was on site for less than 5 minutes. This service event caused a water leak which flooded my basement while I was out of town. MCWA technician came back and said that it's common that turning the water off/on during the service event causes a "Pressure Spike" that made my water filter leak (in his opinion). The leak, and the filter are right next to the meter, and the installation tech did not spend enough time to minimally confirm that the service event had not caused a leak. My homeowners insurance will not cover it, because they determined it was MCWA's fault. MCWA customer service told me that they see no responsibility and they won't pay to remediate my wet basement.Business response
11/09/2022
MCWA has not accepted nor denied liability in this matter as the customer has been advised on the proper procedures for filing a claim, and as of the date of this response, a claim has not been received.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.