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Business Profile

Utility Water Company

Fort Worth Water Department

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Utility Water Company.

Complaints

This profile includes complaints for Fort Worth Water Department's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 11 total complaints in the last 3 years.
    • 2 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:03/05/2025

      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.
      ****** company is a disgrace to the citizens, imposing outrageous late fees on struggling residents. They enforce harsh penalties, such as cash payments only for a year, and have inconsistent charges. I wish they could be shut down.

      Business Response

      Date: 03/13/2025

      Dear ********* *******,

      I am writing in response to BBB Complaint ID ********, regarding City of Fort Worth Water Customer, ***** ******** - ******************** Acct No. ******************** Shady Springs Trl.).
      The concern/request has been reviewed and the findings are as follows:
      Our records reflect that the required 10% late fee was assessed, as outlined in the City of Fort Worth Code of Ordinance (Chapter ***** Payable and Delinquent Accounts).
      The Cash Only designation was placed on the account based on multiple recent payments that were remitted by check and were returned by the banking institution as insufficient funds (see below):
      Payment of $177.36 made on 12/06/24 returned as Insufficient Funds on 12/13/24
      Payment of $137.00 made on 12/06/24 returned as Insufficient Funds on 12/13/24
      Payment of $178.00 made on 01/17/25 returned as Insufficient Funds on 01/27/25
      Further review of the account did not return that the account has been subject to any inconsistent or unwarranted charges, as alleged in this BBB complaint.
      In regards to Complaint ID ********, no further action is required, and we consider this case resolved and closed.

      Thank you,


      ******* *******
      Customer Service Manager
      **********************
      *************
      **************

    • Initial Complaint

      Date:05/23/2024

      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.
      My services was disconnected without a notice being left on my door. Due to unexpected family funeral expenses I was out of ************ receive mailed notification. Phone was also broken so no phone calls received. I was required to pay a balance thats not even due yet to restore my service. Im highly upset being that Im already in a financial bind. If the past due balance was paid, services should be restored immediately and payment arrangements should be allowed for upcoming balance. Im requesting all fees associated with this disconnection is waived!

      Business Response

      Date: 06/07/2024

      Dear *****************************,

      I am writing in response to BBB Complaint ID ********, regarding *********************************** Water Customer, ************************* (***************************) - Water Acct *****************.

      The concern/request has been reviewed and the findings are as follows:
      Our records support that we made the necessary attempts to notify the account holder of the delinquent balance and potential service interruption. (Bill statement mailed, Delinquency Urgent Notice mailed, and Automated Delinquency Phone Call made).

      This information, along with the fact that this account has previously experienced water service interruption under this same process on 05/31/23 (in which fees were credited/waived) and again on 01/24/24, confirms our decision that all assessed fees/charges will stand and not be credited/waived from the account.

      In regard to Complaint ID ********, no further action is required and we consider this case resolved and closed.

      Thank you


      *****************************
      Customer Service Manager
      Fort *******************************************
      Phone: ************
      Email: ***************************************************************
      *******************
      ***************************************
      www.FortWorthTexas.gov/water
      Clean water done right every time.

       

    • Initial Complaint

      Date:01/03/2024

      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.
      The city of fort worth water department is terrible. They have been sending me notices of a water leak and advising my meter is continuously running but continue to allow my bill to keep rising. I'm a single mother of 4 children and they literally waited until i was at work to disconnect my water. This is the 2nd time my bill has been up to ******. I sent in my receipts of the plumbing being fixed to the email address provided that will take months for them to supposedly just credit my bill. My water bill is 3 times more than my lights. I don't want a credit i would like a refund. I have called them 4 times today the 1st lady i spoke to was very rude didn't provide any options, each time I have called I have had to wait over 30minutes. The last time I called they advised i had to pay another 389 which i had to split between 2 cards. I asked the representative if i pay that would my water be back on she stated the payment had to be in by 6 or it would be next day. I don't have another choice of water services and me and my family have been without water for a whole day and night. They should really treat their customers better I HATE DEALING WITH THEM. I'm also going to send this to channel 4 news as well im sure they would like to report on them as well

    • Initial Complaint

      Date:09/25/2023

      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.
      Water Department did not contact me before turning my water off. I did not get a disconnection notice. Then Im trying to call and get it figure it out but the call system just drops the call over and over. Ive called over 20 times.

      Business Response

      Date: 09/26/2023

      09/26/2023
      BBB FORT WORTH *****
      **********************
      FORT WORTH ** 76120-5978

      Dear Ms. ******************************* am writing in response to Complaint ID ********, regarding ************ Worth Water Customer,***************************** ********************* Acct No. **************.
      We contacted ****************** on September 25, 2023, regarding her concerns. We reviewed her concern in regard to her not receiving notification prior to her service being disconnected and her request to waive fees/charges associated with the disconnect/restore of service. Upon our review of her account, we concur that the email notification did not process as designed. Taking this into account,we agreed to waive the associated fees/charges from appearing on the upcoming bill.
       In regard to Complaint ID ********, no further action is required and we consider this case resolved and closed.

      Thank you,


      *****************************
      Customer Service Manager
      **********************
      908 Monroe St
      **************

    • Initial Complaint

      Date:06/05/2023

      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.
      On June 2nd 2023 I paid my water that morning (like had already planned to do) by around 1pm they turned my water off. I contacted the water department trying find out why, the representative I spoke with told me that I had received a notice stating that my water would be turned off(which I never received) and that I should have called and let them know I had paid. The representative then told me that my water would be restored by 9pm that day and I would have to pay a restore fee on my next bill. It is now 3pm the next day and I still have no water. I have called multiple times and no one can help me. I am very upset about this, I have 3 small boys at home and have NO water to do anything

      Business Response

      Date: 06/08/2023

      06/08/2022
      BBB FORT WORTH *****
      101 SUMMIT AVE STE 707
      FORT WORTH ** 76120-5978

      Dear Ms. *************************************** am writing in response to Complaint ID ********, regarding ************ Worth Water Customer,********************************* ********************* Acct No. ***************.
      We attempted to reach ********************** on 06/06/2023,06/07/2023 and 06/08/2023 with no success. We were able to review her account and resolve her concern, ********************** water account was restored on 06-05-23.
      In regard to Complaint ID ************ further action is required and we consider this case resolved and closed.

      Thank you,

      *****************************
      Customer Service Manager
      **********************
      *************
      **************















    • Initial Complaint

      Date:05/31/2023

      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.
      My due date was May 24. I was cut off on May 30 due to non payment even though the water company received payment on May 18th. I was told due to timing of when the payment was received I would need to make another payment to pay the balance for the previous month as the system automatically applied my May 18th payment for the current month and they were not able to apply my most recent payment to the past due balance vs the current balance.

      Business Response

      Date: 06/01/2023

      06/01/2023
      BBB FORT WORTH *****
      101 SUMMIT AVE STE 707
      FORT WORTH ** 76120-5978

      Dear *********************************,
      I am writing in response to Complaint ID ********, regarding ************ Worth Water Customer,***************************** ********************* Acct No. **************.
      We contacted ****************** on June 01, 2023,regarding her concern. We reviewed her billing concerns and explained the charges in detail, which were correct. Additionally, ****************** informed ** that she was requesting a billing adjustment for the restore fees in her upcoming bill. After further review of account we informed customer we would waive the restore fees in the amount of $65.00. Therefore, customer should not be billed restore fees in the upcoming bill.
       In regards to Complaint ID ********, no further action is required and we consider this case resolved and closed.

      Thank you,


      *****************************
      Customer Service Manager
      **********************
      908 Monroe St
      **************



      Customer Answer

      Date: 06/08/2023

      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.

      Regards,

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

    • Initial Complaint

      Date:01/31/2023

      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 would like to file this complaint about all the "add on charges" to my water bill that I have paid years and years on with no reason given for all these charges. Service charge, CCF charge,(2) GA RES charge, Garbages Sales charge, SW storm water utility charge, EP Envir Protect fee. Then I pay my bill on time (a ways) and they do NOT post my payment timely and charge a late fee as well. I am years old, and I always pay my bills timely -- but these unknow charges need to be stopped by these companies taking advantage of people who won't question them. I feel like I am owed YEARS of refund for these charges.

      Business Response

      Date: 03/20/2023

      Please see attached Word document.

      Customer Answer

      Date: 03/20/2023

      Complaint: 18952729

      I am rejecting this response because: The charges were ONLY explained as their "standard" charges, they did not tell me "what" the charges were for. I explained to the lady, standard means nothing to me. The water department could call anything standard.  All the fee, charges & duplicates need to be explained to ALL customers.

      Regards,

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

    • Initial Complaint

      Date:12/27/2022

      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.
      Resident was told by workers on site that water would be restored within 1-2 hours at approximately 12am on the 25th, 2022. Resident explained family members were sick and they'd need to take proactive steps if water was not working the following day. Water service was restored temporarily on the morning of the 25th but no operational water service occurred after 11am until at least 5:30pm on the 25th. Residents called the water service department and were told no estimate of service could be provided. The provider representative stated there were other emergencies and refused to verify if any work crews were actively addressing the issue. The provider representative hung up on the customer without any reason - no aggressive statements or harsh language. Residents request service repair and communication transparency for water service suspension due to issues beyond the control of the residents - in a timely manner.

      Business Response

      Date: 01/18/2023

      01/06/2023

      BBB FORT WORTH *****

      101 SUMMIT AVE STE 707

      FORT WORTH ** 76120-5978

       

      Dear Ms. ************************************

      I am writing in response to Complaint ID ********, regarding ************ Worth Water Customer, ********************* ********************* Acct No. **************.

      On December 25, 2022, **************** experienced an interruption of water service due to a water main break in her area. Once the issue was reported to Fort Worth Water Department, an emergency Field *************** was dispatched to her area. We spoke to **************** on December 28, 2022, apologized for the inconvenience and confirmed her water service had been restored.

      While speaking with ****************, she had some additional questions regarding previous work that was performed on her street. We spoke to **************** on December 30, 2022 to let her know the request was still being researched. As a follow-up, we attempted to contact **************** on January 4, 2023 to provide her the information she requested, but was unsuccessful and had to leave a voice mail message for her to call us back. As of January 6, 2023, we have not heard back from ****************.

      In regards to Complaint ID 18638812, no further action is required and we consider this case resolved and closed.

       

       

      Thank you,

       

       

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

      Customer Service Manager

      Fort Worth Water Department

      908 Monroe St

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

    • Initial Complaint

      Date:12/13/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 April this year all water meters were changed to electric reading ones on my street. In November I received a notice to fix a water leak that was on the new replacement meter, supposedly on my side of the ***********. The leak is directly on the meter, not even one inch from the valve but technically my side of the meter just where the pvc pipe connects. It is obvious the leak is a direct cause of poor workmanship when changing out to the new meter. It is very ***** and wrong that the water department refuses to do the necessary repairs to make it right. I am the original owner and customer of many years. No way should they expect me to do a repair on/at the connection of the city water meter. I am also curious how many other homes have developed water leaks due to the changing of these new meters.

    • Initial Complaint

      Date:11/14/2022

      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.
      My water was cut off later October and I was charged a lock meter fee. I spoke with **** representatives who stated that the tech stated he did not lock the meter another representative stated if the tech doesnt have a lock they cant or wont lock the meter. Then why am I being charged a locked meter fee if they did not lock the meter?

      Business Response

      Date: 11/17/2022

      11/14/2022

      BBB FORT WORTH *****

      FORT WORTH ** 76120-5978

       

      Dear Ms. *************************************

      I am writing in response to Complaint ID ********, regarding ************ Worth Water Customer, ******************************** ********************* Acct No. **************.

      We spoke with ****************** on 11/14/2022. We were able to review her account and resolve her concern. 

      In regards to Complaint ID 18399759, no further action is required and we consider this case resolved and closed.

       

      Thank you,

       

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

      Customer Service Manager

      Fort Worth Water Department

      908 Monroe St

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

    Fort Worth Water Department is NOT a BBB Accredited Business.

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