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Business Profile

Utility Water Company

The Pittsburgh Water and Sewer Authority (PWSA)

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Utility Water Company.

Complaints

This profile includes complaints for The Pittsburgh Water and Sewer Authority (PWSA)'s headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 17 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/01/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Pittsburgh Water & Sewer Authority: after many hours over many months trying to resolve the same problem I am now being ignored completely. I've set up, deleted, re-set up online accounts with automatic bill pay/credit card information only to be sent past-due-notices in the mail.

      10/27/22 I finally spoke to a manager, Maria ***** ********, who said that a "compliant ticket to the software company" has been filed. I'm unable to reach Maria and nobody will call me back while my problem sits unresolved. 10/27/22 I also received a telephone call from Brittnay (**** ******** explaining that this repeat problem is being handled.

      I have detailed notes with dates/times but I'm through wasting hours on the telephone line to no avail. On 2/24/23 I attempted to contact Maria, Brittnay, and anyone who could help but nobody will address this issue now or even return my call/email.

      Please help PGH20/Pittsburgh Water & Sewer Authority to "fix" my online account (ACCOUNT NO. *******), set up automatic bill-pay, AND properly close my complaint ticket through their software company.

      Business Response

      Date: 03/09/2023

      This letter is in response to the above referenced customer complaint submitted on March 1, 2023. Please be advised that The Pittsburgh Water and Sewer Authority (PWSA) has reviewed the complaint and account for 363 Copperfield Avenue. On March 9, 2023, PWSA’s PUC Compliance Manager spoke with Ms. ******** and advised that her prior automatic payments had been successful, indicating the issue has been resolved. Ms. ******** stated that she was satisfied with the outcome. The Compliance Manager provided Ms. ******** with their contact information, in case another issue should develop.

    • Initial Complaint

      Date:01/19/2023

      Type:Product Issues
      Status:
      Answered
      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 a credit on a closed account of $139.25 and the company has yet to refund me the $139.25 owed to me. I submitted the refund application and all required documentation to them in October as they instructed. They advised me my refund check would be mailed out within 4-6 weeks and it’s almost the end of January we are at 12 weeks and still nothing. I’ve called 3 times and each time the rep says they will email the person responsible for the refunds. The money is not Pittsburgh Water and Sewer Authority’s how can they hold on to someone else’s money. The name on the account is ******* *********, and account number is *******.

      Business Response

      Date: 01/25/2023

      This letter is in response to the above referenced customer complaint submitted on January 19, 
      2023. Please be advised that The Pittsburgh Water and Sewer Authority (PWSA) has reviewed 
      the complaint and account for **** ****** ******.


      On January 24, 2023, a refund application was processed, and a check for the credit balance on 
      the account was issued.


      If you have any further questions in this matter, please contact me at ###-###-#### ext.,####
      or via e-mail to ********@*****.com. 


      Sincerely,


      Zachary L******
      PUC Compliance Manager 

    • Initial Complaint

      Date:01/14/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      PWSA is my utility provider. Since around August of 2022, my billing started getting mixed with my daughter, who lives in the house next door. I have called over a dozen times, as well as my daughter trying to fix this issue and we can't get this resolved.

      At first, both bills were coming under my daughters name, but to my address. After we called, they "fixed" the issue and blamed this on a new system they got over the summer. I am the owner of my house and my daughter is the owner of her house - they verified this via the Allegheny county website and said they would correct. The next month, everything was under my name and I received 2 bills in the mail.

      During my phone calls, the representatives blame this on a number of things, but the majority of the time it all leads back to a new system.

      Business Response

      Date: 01/19/2023


      This letter is in response to the above referenced customer complaint submitted on January 14,
      2023. Please be advised that The Pittsburgh Water and Sewer Authority (PWSA) has reviewed
      the complaint and account for 918 Dunster Street.

      On January 17, 2023, PWSA’s PUC Compliance Manager completed the account maintenance
      to separate Ms. *******’s account from the account for a neighboring property.

      On January 18, 2023, a Compliance Analyst attempted to contact Ms. ******* to review the
      changes to the account. The call went unanswered. The Compliance Analyst left a voicemail
      with their contact information.

      If you have any further questions in this matter, please contact me at ###-###-#### ext.,####
      or via e-mail to **************.com.

      Sincerely,

      Zachary L******
      PUC Compliance Manager 

      Customer Answer

      Date: 01/26/2023

      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.


      Nothing was fixed. Ilogged into my pgh20 account and under contact info and account information, it shows my daughters name, to her address, but for my service address. Also, I had an off cycle bill generated showing the same, which I attached.  I tried to call back and follow the options, but the rep I spoke with had no information on my complaint and told me my account was updated. 

      I want my house and account in my name and my daughters in her name. I dont understand why this cant be corrected. 

      Regards,



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

      Business Response

      Date: 02/01/2023

      This letter is in response to the above referenced customer complaint submitted on January 14, 
      2023. Please be advised that The Pittsburgh Water and Sewer Authority (PWSA) has reviewed 
      the complaint and account for 918 Dunster Street.


      On January 17, 2023, PWSA’s PUC Compliance Manager completed the account maintenance
      to separate Ms. *******’s account from the account for a neighboring property.


      On January 18, 2023, a Compliance Analyst attempted to contact Ms. ******* to review the 
      changes to the account. The call went unanswered. The Compliance Analyst left a voicemail 
      with their contact information.


      On January 31, 2023, PWSA’s PUC Compliance Manager spoke with Ms. ******* and 
      provided her with the updated account information.


      If you have any further questions in this matter, please contact me at ###-###-#### ext.,####
      or via e-mail to **************.com. 


      Sincerely,


      Zachary L******
      PUC Compliance Manager 

    • Initial Complaint

      Date:01/08/2023

      Type:Billing Issues
      Status:
      Answered
      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 attempted to contact this company via email with numerous billing issues 1/3/2023, 11/1/22, 10/18/22, 10/12/22, 9/27/22, 8/5/22, 8/3/22 in regards to 8 different landlord accounts with PGH2O and still have no resolution. They acknowledged the receipt of the email each time and did nothing about it. I want all of the issues resolved for each of the 8 accounts noted in the numerous emails sent with most recent list sent on 1/3/2023. Also, I spent hours on the phone waiting and then speaking to Trevor and Janice on 10/3 and was promised a call back within a few days by Janice but received no follow-up on the issues. They were both made aware of those issues and it is over 3 months later and still nothing. I can't waste anymore of my time on these issues. They need resolved ASAP.

      Business Response

      Date: 01/17/2023

      This letter is in response to the above referenced customer complaint submitted on January 9, 
      2023. Please be advised that The Pittsburgh Water and Sewer Authority (PWSA) has reviewed 
      the complaint and account for **** ****** ******.


      On January 10, 2023, PWSA’s PUC Compliance Manager contacted Mr. ***** to review his 
      requests for account maintenance.


      If you have any further questions in this matter, please contact me at ###-###-#### ext.,####
      or via e-mail to ********@*****.com. 


      Sincerely,


      Zachary L******
      PUC Compliance Manager 

    • Initial Complaint

      Date:10/04/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 spent hours on the phone trying to get a bill for a property I own. My billing account number exists under a different address. While everyone I have spoken to understands the problem they can’t resolve it. And basically say there is nothing they can do. I have held for hours. I was promised a call back and didn’t get. I hold for ever and get auto dumped into a survey asking how My expierence was. Without even speaking to anyone. I am beyond frustrated

      Business Response

      Date: 10/14/2022



      This letter
      is in response to the above referenced customer complaint submitted on October
      4, 2022. Please be advised that The Pittsburgh Water and Sewer Authority (PWSA)
      has reviewed the complaint and account for **** ********** *******

      On August 1,
      2022, PWSA transitioned to a new primary software for managing customer
      accounts.

      On September
      27, 2022, ***** ******, an individual identified as the owner called Customer
      Service to request assistance with adding an account to his online profile. The
      Customer Service Representative advised Mr. ****** that they were unable to
      resolve the issue, but they have escalated the issue to a Senior Customer
      Service Representative to be reviewed.

      On October
      4, 2022, Mr. ****** called Customer Service to inquire about the status of his
      prior request for assistance with adding an account to his online profile. The
      Customer Service Representative advised Mr. ****** that they had deleted the
      existing online account so that it could be reestablished.

      Later, on
      October 4, 2022, Mr. ****** called Customer Service to request assistance with
      adding an account to his online profile. The Customer Service Representative
      advised Mr. ****** that they were unable to resolve the issue, but they would
      investigate the matter further and contact him afterwards.

      On October
      6, 2022, the Compliance Manager at PWSA escalated the issue to the software
      engineers who are responsible for resolving issues such as the one Mr. ******
      is experiencing.

      The
      technical issue associated with the recently implemented software has been
      escalated to the appropriate persons and will be resolved. PWSA’s Compliance
      Manager will ensure that the issue is resolved.

      If you have
      any further questions in this matter, please contact me at ###-###-#### ext., #### or via e-mail to ********@*****.com.

      Sincerely,

      Zachary
      L******
      Compliance
      Manager

    The Pittsburgh Water and Sewer Authority (PWSA) is NOT a BBB Accredited Business.

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