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:07/31/2023

  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 contacted Austin Energy to cancel my account with them, ********************** charged me for a month of service after I had already moved out and sent them notice to cancel my account. After contacting them, I was told they would take off the $30 charge for the month of service that was supposed to be charged to the apartment complex. Instead, they reported that inaccurate $30 charge to the credit bureaus, causing a negative hit to my credit score for their error. I would like a correction made to my credit report, and the $30 charge removed. I was never contacted electronically regarding this bill, even though my paperless billing option was confirmed by a representative over the phone.

  Business Response

  Date: 08/11/2023

  This balance has been removed from the account.

• Initial Complaint

  Date:05/15/2023

  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.

  2020 I moved to my current address. I transferred my services with the help of their customer service and closed the account on the previous address. Over a year later I find they have been mailing my **** to my old address and I have a past due balance of over $1000. This whole time I thought I was still on autopay which does not send a physical **** They sent no email communications or phone calls about my ****. Not seeing any other option at the time, I agreed to be put on their payment plan. Ever since Ive had issues, the most recent being they disconnected my services. I missed latest payment due to job loss last month and now when I called them today they gave me two options. Pay the full amount or reach out to charities to have them pay my balance. Paying off the full balance is not an option for me right now. Also, I dont feel like I can ask a charity to pay off my balance in good conscience. It is not their responsibility to clean up the mistake the business made. Its there for external hardships. Hardships created by a business should be solved by that business. At this point, Id like all ****s I didnt receive communications about to be voided by them.

  Business Response

  Date: 05/23/2023

  Since we are a municipality, City of Austin is unable to write off debt according to the ***** Constitution.  We will be happy to set up a payment agreement if necessary.

  Customer Answer

  Date: 05/24/2023

  Complaint: 20060717
  
  I am rejecting this response because: 

  You guys let me accumulate 2 years of unpaid bills with no communication whatsoever. Never got an email, call, or physical mail. Any other company would have reached out by those methods and eventually turned off services if bill were unpaid for that long. Two years of pilled up electric bills is a small fortune on my income that I dont feel is legally my responsibility to make up for. Youre a MONOPOLY that doesnt have to be held accountable for poor business practices.
  

  YOUR customer service rep ***** transfer my services properly over 3 years ago and started this fiasco. Putting me on another payment plan is not an acceptable answer. Asking me to reach out to hard working charities to fix YOUR mistake is no an acceptable answer. 
  

  My services have been off for over a week now. On the 15th I spoke to manager ****** and he said the absolute most you guys could do was for me to pay $300 to get my service back. Are you offering to NOT require that $300 upfront and resume the payment plan as normal??

  Also, I tried the charities and the phone numbers on YOUR website were either disconnected or ***** service my zip code, real helpful. 

   

  
  Regards,
  
  *****************************

  Business Response

  Date: 06/12/2023

  Thank you for your recent inquiry regarding your Austin Energy (AE) account.  We always appreciate customers taking the time to contact us with their requests and providing us the opportunity to continue to make ongoing improvements to better ********** of Austin citizens.
  
  Your bills from 2021 included the past due balance you are referencing.  Please see below the billing and payment history:
  
  Bill      01-05-2022,$807.80, Due: 01-24-2022
  Bill      01-05-2023,$1,190.64, Due: 01-23-2023
  Bill      02-03-2022,$872.50, Due: 02-22-2022
  Bill      02-03-2023,$106.68, Due: 02-21-2023
  Bill      03-03-2022,$937.73, Due: 03-21-2022
  Bill      03-06-2023,$118.58, Due: 03-23-2023
  Payment          03-21-2023,$118.58
  Bill      04-05-2022,$986.78, Due: 04-22-2022
  Bill      04-05-2023,$114.41, Due: 04-24-2023
  Bill      05-04-2022,$1,032.93, Due: 05-23-2022
  Bill      05-04-2023,$1,314.85, Due: 05-22-2023
  Bill      06-03-2022,$1,082.25, Due: 06-21-2022
  Bill      06-05-2023,$1,368.15, Due: 06-22-2023
  Bill      07-06-2022,$149.10, Due: 07-25-2022
  Payment        07-25-2022, $149.10
  Bill      08-03-2022,$94.56, Due: 08-22-2022
  Payment Cancellation             08-25-2022, $94.56
  Bill      09-06-2022,$1,111.41, Due: 09-23-2022
  Bill      10-05-2022,$1,156.00, Due: 10-24-2022
  Bill      10-06-2021,$662.45, Due: 10-25-2021
  Bill      11-03-2022,$91.46, Due: 11-21-2022
  Bill      11-04-2021,$708.08, Due: 11-22-2021
  Payment          11-19-2022,$91.46
  Bill      12-05-2022,$103.34, Due: 12-22-2022
  Bill      12-06-2021,$754.08, Due: 12-27-2021
  
  You recently received an Emergency Pledge on your account and the services were restored on June 2, 2023.
  
  If you have any additional questions, you may also contact our ******************** at your convenience between the hours of 7:00 AM to 9:00 PM Monday through Friday and from 9:00 AM to 1:00 PM Saturday.
  
  ********************: **************
  Outside Austin call toll-free: **************
  TDD:**************
  
  Email: *************************************

• Initial Complaint

  Date:04/17/2023

  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.

  My husband set up our trash services on 3/22 and WE STILL DONT HAVE A TRASH CAN. It is pathetic that a business cant deliver a simple trash can and we have called dozens of times, all to be told that the case is being escalated but no call back and NO TRASH CAN. On top of it, we are being charged and the trash truck wont even take our trash. I demand a refund of the first month since we clearly havent been provided with services. This is Pathetic. Trash people who cant even take out trash properly what a joke. This will be a ****** review shortly if nothing is resolved.

  Business Response

  Date: 04/28/2023

  Austin Resource Recovery confirmed that they delivered the trash cart 04/17.

  ************************* | Supervisor - Customer *********** **************************** | **********************
  

  Phone: ************** | Fax:  **************

• Initial Complaint

  Date:02/06/2023

  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.

  Austin Energy continually and repeatedly lies to the citizens of this community by reporting false information over the telephone and on their website concerning recent long-term power outages. In an attempt to give the appearance of proprietary, they have reported repaired outages on ******** Road when no repairs were ever made. In addition, they continue to tell the people that repair crews are in the area and working but to date, no repair crews are present. When pressed to give a physical location of their repair crews, Austin Energy replied we dont know.We have not had power in almost a week and the company continues to repeatedly lie, deflect and report false information to the people and to the *************** of Austin, **. Theyre nothing more than malcontents who should all be fired for their supreme incompetence

  Business Response

  Date: 02/14/2023

  Thank you for your inquiry regarding concerns about recent power outages that you have experienced. We always appreciate customers taking the time to contact us with their requests and providing us the opportunity to continue to make ongoing improvements to better ********** of Austin citizens.
  First, please accept our apology for any inconvenience that you have experienced during the recent power outages. We are always concerned about our customers and work diligently to restore their power as quickly and safely as possible during storms.
  Even if you dont see power lines near your property or if power lines near your home are buried underground, you share a circuit that feeds your home AND hundreds of your neighbors homes, many of whom have overhead power lines.Its important to remember that power lines dont follow street grids or fall along ZIP codes. Instead, they follow energy circuits from nearby substations.Its possible you and an immediate neighbor could be located on two different circuits.
  More than one out of three outages in our area are caused by vegetation and weather. During windy and stormy weather,swaying and broken tree limbs can rub against and hit or bring down power lines. Such impacts can cause service fluctuations, widespread outages, and hazardous conditions.
  During outages due to inclement weather, we attempt to communicate with customers through social media, through the call center, and on-site during restoration efforts.
  
  Again, thank you again for your feedback about recent power outages.

  Customer Answer

  Date: 02/14/2023

  Complaint: 19335503
  
  That does not excuse the lies Austin Energy bestowed upon us over the 8 day outage we suffered through. At day 2 of the outage, Austin Energy reported to the city and the community that ******** Road was "repaired" when it clearly wasn't. It is one thing to experience a problem and attempt to resolve it. But it is something completely different when you report absolutely false information to the public. That does nothing but create chaos. Next time, tell the truth about what you are doing.
  
  Regards,
  
  *******************

  Business Response

  Date: 02/27/2023

  With regard to the power outage you recently experienced, Austin Energy hereby declares that the power outages that occurred in our service territory from February 1, 2023 through February 13, 2023 including yours were caused by wind and ice accumulation resulting from Winter Storm *****
  
  Winter Storm **** brought extensive moisture and ice accumulation to the Austin area and had a direct impact on Austin's dense tree canopy and vegetation. The resulting ice that piled up on power lines, trees and equipment added hundreds of pounds of force and caused massive destruction. Ice buildup caused electrical distribution lines and nearby vegetation to sag, break, or come into contact with one another. Branches that fell or leaned on power lines contributed to outages across Austin Energys *************** service area, leaving thousands of homes and businesses without power at various times during the storm. Huge trees completely uprooted and made roads impassable.Ice buildup on other electric system equipment caused components like switches to malfunction or break. All of these factors caused power restoration to be extremely complex and time-consuming.

• Initial Complaint

  Date:02/03/2023

  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.

  Get some more crews here & turn our power on today!!! How are we going to be compensated for this!?!??!?

  Business Response

  Date: 02/14/2023

  Thank you for your inquiry regarding concerns about recent power outages that you have experienced. We always appreciate customers taking the time to contact us with their requests and providing us the opportunity to continue to make ongoing improvements to better ********** of Austin citizens.
  First, please accept our apology for any inconvenience that you have experienced during the recent power outages. We are always concerned about our customers and work diligently to restore their power as quickly and safely as possible during storms.
  Even if you dont see power lines near your property or if power lines near your home are buried underground, you share a circuit that feeds your home AND hundreds of your neighbors homes, many of whom have overhead power lines.Its important to remember that power lines dont follow street grids or fall along ZIP codes. Instead, they follow energy circuits from nearby substations.Its possible you and an immediate neighbor could be located on two different circuits.
  More than one out of three outages in our area are caused by vegetation and weather. During windy and stormy weather,swaying and broken tree limbs can rub against and hit or bring down power lines. Such impacts can cause service fluctuations, widespread outages, and hazardous conditions.
  During outages due to inclement weather, we attempt to communicate with customers through social media, through the call center, and on-site during restoration efforts.
  
  Again, thank you again for your feedback about recent power outages.

  Customer Answer

  Date: 02/14/2023

  Complaint: 19327927
  
  I am rejecting this response because:

  Your response did not address any of my concerns.

  Your responsibility is to provide electricity to customers. Storms happen every year. Tree branches fall on power lines every year. This is not new. You should be trimming trees away from power lines through out the year but you failed to do so. The result was thousands of customers without power for days or weeks because an excessive amount of tree branches fell on power lines. 
  

  Because you failed to do your due diligence, thousands of your customers incurred thousands of dollars in damages. How will you be compensating your customers?

  
  Regards,
  
  ***********************

  Business Response

  Date: 02/23/2023

  With regard to the power outage you recently experienced, Austin Energy hereby declares that the power outages that occurred in our service territory from February 1, 2023 through February 13, 2023 including yours were caused by wind and ice accumulation resulting from Winter Storm *****
  
  Winter Storm **** brought extensive moisture and ice accumulation to the Austin area and had a direct impact on Austin's dense tree canopy and vegetation. The resulting ice that piled up on power lines, trees and equipment added hundreds of pounds of force and caused massive destruction. Ice buildup caused electrical distribution lines and nearby vegetation to sag, break, or come into contact with one another. Branches that fell or leaned on power lines contributed to outages across Austin Energys *************** service area, leaving thousands of homes and businesses without power at various times during the storm. Huge trees completely uprooted and made roads impassable.Ice buildup on other electric system equipment caused components like switches to malfunction or break. All of these factors caused power restoration to be extremely complex and time-consuming.

  Per City of Austin Rules and Regulations:
  

   15-9-7 - LIMITATION ON CITY'S LIABILITY; RELEASE.
  
  SHARE LINK TO SECTIONPRINT SECTIONDOWNLOAD (DOCX) OF SECTIONSEMAIL SECTIONCOMPARE VERSIONS
  (A)The City is not liable to a customer or to any other person for property damage, personal injury, business damage, or other loss resulting from a negligent or non-negligent act of the City that causes an interruption or failure of water, reclaimed water, wastewater, or solid waste disposal service, a delay in commencing service, fluctuation of water or reclaimed water pressure, or wastewater service.
  (B)The City is not liable to a customer or to any other person, for property damage, personal injury, business damage, or other loss resulting from a power black-out, power brown-out, interruption or failure of electric service, delay in commencing service, low voltage, high voltage, power surges, or fluctuation of power voltage, wave form, or frequency, caused by a negligent or non-negligent act of the City unless the damages are caused by the gross negligence or willful misconduct of the City.
  (C)A customer shall release and hold the City harmless for any damage, injury or loss described in this section.
  Source: **** Code Section 15-9-41; **** Code Section 18-4-060; Ord. 040805-02.

   

  Sincerely,
  
  
  Austin Energy ******** Services

• Initial Complaint

  Date:01/20/2023

  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 12/23/2022 I accessed the www.coautilities.com website and requested my service be stopped on 12/30/2022 I followed the directions provided on it. Never received an email confirmation or confirmation number on the system. On 1/16/2023 I logged into my account o confirm their system has been disconnected and that my last bill was billed until that date. This time the system showed that the property had a pending balance of $50.91 and a final payment of $17.04 due on 1/30/2023. I tried calling on that same date and no one will respond being a holiday. I called again today 1/19 and requested confirmation that my service has been disconnected. Talked to 2 different agents and the second one (******) confirmed that the service was disconnected on 1/13/2023. I requested an explanation and provided her with the information above. She suggested I contact the apartment complex and see if they want to absorb the payment of that last bill. When transferred to the Leader, *******, I was told that the system has no record of me signing on that date or having placed the request. I expressed my discomfort with this glitch in their system. He assisted in making a conference call with the apartment and the representative (******) obviously declined to say it was my responsibility to cancel it. Afterward, I requested a transcript of the conversation or the recordings, he said the only way I can obtain them is by going to their offices in a schedule that does not match my work schedule, and confirmed they don't work on Saturdays, which makes it impossible for me to obtain additional evidence. By the end of the call, he said he had made arrangements for a **************** Coordinator to call and follow up by 1/26. It is totally incorrect for the institution to not recognize they have technical issues in their system and for the users to be absorbing amounts when we did request the service to be disconnected ahead of time. I'm looking into getting those charges removed.

  Business Response

  Date: 01/26/2023

  Thank you for your inquiry regarding concerns about your Austin Energy (AE) account.  We appreciate customers taking the time to contact us with their requests and providing us the opportunity to continue to make ongoing improvements to better ********** of Austin citizens.
  
  We reviewed all of the online access for your account.  There are not any notes from the online site for customers that a stop request was submitted. The only login access that we show was on December 24, 2022, there was not any online access for December 13,2022. There are also not any calls to Austin Energy since the account was started to request any disconnection of services.
  
  If you have any additional questions, you may also contact our ******************** at your convenience between the hours of 7:00 AM to 9:00 PM Monday through Friday and from 9:00 AM to 1:00 PM Saturday.
  
  ********************: *************
  Outside Austin call toll-free:**************
  TDD: **************
  
  Email: *************************************

• Initial Complaint

  Date:09/20/2022

  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.

  Austin Energy is refusing to allow me to pay my bill online. This is ridiculous and a breach of the terms of service. At no point was I notified that this would happen, one day they just decided to place my account on 'cash only' meaning I have to pay in-person even though there are no locations anywhere near me. This is completely ridiculous. They send me notices in the mail and all of the notices encourage me to pay online. I am unable to pay my bill so either they accept my payment via bank or card or the bill will go to collections.

  Business Response

  Date: 09/27/2022

  You had several returned payments on the following dates:
  
  June 24, 2022
  August 26, 2022
  
  Since there were several returned payments your account was placed on a cash only status.
  
  Cash Only customers may pay with Cash, Cashier's Check or Money Order.*
  
  
  Payment
  Option How To Pay ********************** Payment
  Confirmation Post Time Payment Types Accepted Recommend for Reconnect? Recommend to Stop Same Day Pending DNP?
  Auto Pay Auto Draft (Set Up Online or by Phone) None Set by Customer CC&B
  (after posted) 2 Business Days Checking & Savings No No
  Authorized Paystations Walk In
  (Bring bill) ****** $1 $2500 /transaction Immediate/ CCB (after posted) Real Time *Cash
  *Cashier's Check
  *Money Order
   Debit Yes Yes
  *Branch Offices
  (see 'Branch Offices' link 
  on the left) Walk ******************** receives
  Branch Receipt
  immediately Same Day *Cash
  *Cashier's Check
  *Money Order
  Check Yes Yes
  *Drop Boxes Drop Box ******************************* (after posted) Next Business Day *Cashier's Check
  *Money Order
  Check No No
  *Mail
  (see 'AE Contact Info' link on
  the left) ******** or other mail carrier Cost of ************************ (after posted) Same Day (once received) *Cashier's Check
  *Money Order
  Check No No
  
  
  
  
  Customers of Austin Energy also have a variety of other payment options; they can mail their payment to Austin Energy,P.O. Box ****, Austin, ***** 78783-****; pay at their local HEB; or go to our ************************* office at **** ***********.  There are payment locations at ******************** and ************************************************ where payments may be dropped off in a payment box. 
  
  If you have additional questions, you may also contact our **************************** between the hours of 7:00 AM to 9:00 PM Monday through Friday, and from 9:00 AM to 1:00 PM on Saturday.
  

  Customer Answer

  Date: 09/27/2022

  Complaint: 18047130
  
  I am rejecting this response because: this did not resolve my issue and I am still unable to pay my bill. I do not live near any locations in which I can pay cash in person and I am unable to travel. If you do not allow me to pay my bill online via bank transfer or debit/credit card (as every other energy company does), I will be unable to pay my bill and the bill will go to collections. I request you give me a one time exception as you have to other individuals, otherwise you will not receive payment.
  
  Regards,
  
  *******************************

  Business Response

  Date: 10/07/2022

  Cash Only - Cash Only customers must pay with Cash, Cashier's Check or Money Order.*
  
  
  Payment
  Option How To Pay ********************** Payment
  Confirmation Post Time Payment Types Accepted
  *Drop Boxes Drop Box ******************************* (after posted) Next Business Day *Cashier's Check
  *Money Order
  Check
  *Mail
  (see 'AE Contact Info' link on
  the left) ******** or other mail carrier Cost of ************************ (after posted) Same Day (once received) *Cashier's Check
  *Money Order
  Check
  
  
  
  
  
  

  Customer Answer

  Date: 10/07/2022

  Complaint: 18047130
  
  I am rejecting this response because: the business is still refusing my payment for my bill. As I stated, if the business does not allow me to pay my bill, the bill will go to collections and I will dispute it, but my offer to pay my bill was rejected.
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:09/01/2022

  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.

  #**********-Acct ***************************** As of June 2021 Water bills have risen from standard $42-$65 on a high month to over $250-$315 a month with no changes to service, change in water usage in home, no new appliances, leaks in home, the home has downsized since 2020 from 3 people to 2 as you can see from photos below that a instantaneous spike happens after June 2021 never going down again only getting higher. City of Austin says they have checked meters and that its clear of any leaks and that I am being told that I infact am using this much water "essentially being called a liar over phone" I have spoken to Manager ************************* went nowhere outside a temporary credit that did nothing then 03/09/22 given ********************* contact to file for an appeal on 03/09/22 at ************************************* never heard from the hearings process. At this point I am being charged for water I am not using in my home and City of Austin has told me sorry not much else we can do. I am getting ready to file for legal action as this is only bill in my home with astronomic increases month after month with no resolution. All technicians are scheduled to check meters in home when tenant is not home even though I request every month to be scheduled with myself on premises. I need a solution on why City of Austin Utlities feels its fair to steal and charge money when no actual high water is being used? again I am using less now then I did before June 2021.

  Business Response

  Date: 09/12/2022

  Resolution
  Case Type - High Water
  Account Number: **********
  Customer Name: *****************************
  Service Address: **** Ingersoll Ln
  Water Meter #: ********
  Service dates: 05/02/2019 to current.
  Disputed timeframe: 07/07/2022 to 08/08/2022
  Phone Number:**************
  
  Research
  
  All meter reads are in sequential order.
  No active permits in the most recent months.
  ********** requests in the most recent months.
  11/17/2021 - Investigate Cross Meter FA **********. Meter is not crossed.
  08/08/2022 - WLK FA **********. no leak detected at the time of check.
  We have verified photos of the Monthly Reads in **** for Meter ******** beginning with Read 07/08/2021.
  
  Consumption
  
  07/07/2022 - 08/08/2022 = ****** gallons (daily average ****** g)
  06/07/2022 - 07/07/2022 = ****** gallons (daily average ****** g)
  05/06/2022 - 06/07/2022 = ***** gallons (daily average ****** g)
  
  
  Summary of Administrative Review
  
  A meter or billing issue has not been detected.
  Billed water usage is based on metered/actual usage.
  Meter is not crossed and feeding correct address.
  *** received ****************** application on 12-13-21 and he received a total adjustment of $488.49 on 12-13-21 for November and December water consumption
  Will ask fact finding questions as well as go over Conservation Tips with the customer.
  
  An outbound call was placed to ****************** and the Administrative Review was discussed. Informed ****************** that neither a meter nor billing issue was found. No leaks found around the meter and billing was verified with the pictures in ****. Cross Meter Check FA back in November 2021 confirmed that the meter is feeding the correct address. Informed ***************** that the increase in consumption is comparable to last years usage.
  
  Asked ****************** if there is anything different that occurs on the property during this time of year versus the rest of the months, but he stated that nothing has changed and he actually has one less person living at the property now than last year.
  
  ****************** is not satisfied with ***'s response to his concerns. Informed ****************** that he will need to submit a request for an administrative hearing with the *** to further dispute the consumption. ****************** stated that he tried asking for an Administrative Hearing back in March 2022 but never received a response.
  
  Informed ****************** that there are not any notes on the account indicating that his request was received. Advised ***************** to make sure he sends his most recent request to the correct email address. ****************** stated that he is only going to pay a portion of his bill until it gets resolved.
  
  Advised ****************** to contact us if he is needing to set up a PA. No further questions or concerns at this time.
  
  ****************** has contacted City of Austin Utilities and has requested an Administrative Hearing on September 1, 2022.

• Initial Complaint

  Date:08/29/2022

  Type:Service or Repair 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.

  I was sent a refund check for the amount of about $142 at the beginning of May. I went to deposit into my bank and the check was bounced. I called Austin energy about the check being bounced, they advised they were sending a new check which would take 4-7 weeks. Have not received that check I called back in august to advise I had not received the check they stated they would be sending another check and to wait another 4-7 weeks. Its absolutely ridiculous that I have to keep waiting for a check that should have never bounced in the first place, very embarrassing to be called by my bank. I just want my check thats all! And I feel Ive been getting the run around every time I speak to anyone there!

  Business Response

  Date: 09/12/2022

  On August 30, 2022, Refund check for  $141.84 has been mailed to forwarding address as requested
  1025 ******************* **** ** 76710.

  Customer Answer

  Date: 09/12/2022

  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.
  I went to the bank to deposit check they stated since the barcode on check was faded that *** cause an issue I will reach out with the company if I have an issue. 
  
  Regards,
  
  *******************************