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:09/25/2024

  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.

  We moved in here in May of 2023, southern utilities have been supplying our water for the whole time we have lived here. Some how its connected with liberty a sewage company we knew nothing about. Somehow my personal information was sent to the company Liberty, my name and social security number. We have never delt with sewage before and have never seen a bill. Now we are liable for a huge bill and our water was shut off. We are about to move in like 15 days as well and we arent staying with the company. I dont know how this liberty company received my information plus I didnt consent to my information to make an account with liberty and to start billing me. I have tried calling both business to get an answer but they both just keep pointing the finger at the other. What southern has said is that it is automatic, but how could that be if the resident doesnt know about it. Weve never lived in this area, or delt with a sewage bill. I have also used ******* utilities for years before this and have never run into this problem.

  Business Response

  Date: 09/25/2024

  Ms. **** ****** made an application for potable water service from Southern Utilities Company (Southern) to begin on May 16, 2023. Southern has a formal Disconnection Agreement with Liberty Utilities (Liberty) on file with the ************************* (***) to disconnect potable water service for its accounts receiving sewer service for unpaid monthly bills. The *** requires public water utility companies to perform this service for public sewer companies, by rule, as the pubic utility company has no other way to initiate collection of unpaid monthly bills other than to disconnect such service by means of disconnecting the potable water service.

  Other than the subject formal Disconnection Agreement, Southern has no business interest with Liberty.
  

  Southern is obligated, pursuant to the subject formal Disconnection Agreement, to notify Liberty when there is a change of customer at any common billing account on a monthly basis. Southern notified Liberty upon Southern's commencement of potable water service to Ms. ****** at the end of May 2023. At the point of providing Liberty with the required customer information, ********************** at no further commitment or interest  in the manner Liberty pursued the issue.

  On Monday, September 24, 2024, Liberty requested disconnection of potable water service at Ms. ******** account for unpaid monthly bills. On Tuesday, September 25, 2024, Southern disconnected potable water service to Ms. ******** account as requested.

  Based on her complaint, the disconnection of potable water service initiated communication between Ms. ****** and Liberty to address the issue of Ms. ****** failing to set up an account with Liberty when she took possession of the facility. It should be noted that upon closing of a property, the utilities serving said property are disclosed in the closing documents.
  

• Initial Complaint

  Date:01/05/2024

  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.

  I have been experiencing water leak issues on my commercial properties since the fall of 2023. Initially, when my husband noticed the leak, the service crew was quick to come out and attempt to fix the issue. Unfortunately, it wasn't repaired properly, and it took 2+ months of calls to finally reach someone astute enough to realize that we weren't going away, and that the leak still existed. My husband reached "****" in the ******************* and she had a crew out on 12/5/2023.It appears as though the leak issue has finally been resolved, but for some unknown reason, the service crew, due to complete negligence, ruined approximately 60% of my gravel lot. Instead of digging the hole, and dumping the dirt/mud in the grass, or a ditch, they placed all of the excess dirt/mud, on my newly placed gravel (a $5,500 job). And, to make matters worse, they directed the water flow directly on my gravel. The lot is ruined, solely due to the leak (Southern's responsibility), and the negligence of your service crew.Subsequently, my husband spoke to **** on the afternoon of 12/5/2022, and she was very receptive, and acknowledged that this was the responsibility of Southern Utilities. She promised to pay for the "**********," (It's actually crushed concrete) and have it properly laid out onto my lot. She also said that the huge hole, that has caution tape around it, would be "leveled out" immediately. Please be advised, this is a safety issue.Unfortunately, after repeated conversations with **** and *****, absolutely nothing has been done. It's as if **** and ***** are directed to just lie, in hopes that we will go away. We have been told on (3) documented conversations, that Southern Utilities will pay for this damage. 60X60 area of 2 inch, crushed concrete is ruined. We plead with the BBB to assist us in this troubling issue.

  Business Response

  Date: 01/09/2024

  All issues have been resolved to the satisfaction of the Complainant and the Tenant.

• Initial Complaint

  Date:12/12/2022

  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.

  October 17th contacted Southern Utilities regarding a water leak. Crew sent out and flagged area, but did not turn off water. Water ran all night leaving a canyon about 6 feet deep. See pictures. Contacted SU again and they said they would come out and fix. On November 13th a crew came out and pushed in dirt and huge pieces of asphalt. Did not fix tree that is currently dying and still left a nice size canyon. The street is a mess. Contacted and talked with **** on November 15th and then again on December 5th. Was told the 15th they would send a supervisor out to take pictures and assess. We were then told 2 days later that it would be put on the schedule to be fixed. Contacted **** again on December 5th because this has not been fixed. No further contact from them has been received. The last 3 pictures are what it currently looks like. The rain is creating a new drainage problem since they did not fix the original damage. The tree is dying.Unfortunately, we cannot change utility companies. If this damage was done in their neighborhood, I am sure they would like it repaired properly too.I have video also. It is too large to upload though. Please contact me if you need.Thank you.*** and ***************************** ************

  Business Response

  Date: 12/14/2022

     Southern received notification of a water leak across the street from ******************** on 10/18/2022 via telephone. Upon investigation, Southern determined the leak was the result a split in the body of a 2 water line. As the 2 water line is located within the public Right-Of-Way, locates of the other various utilities possibly located within the public Right-Of-Way was requested as required by statute. Southern scheduled and completed the repair to the said 2 water line on 10/18/2022.Southerns personnel replaced the excavated dirt with dry dirt on 10/19/2022.
  
      ******************* contacted Southerns field office on 11/11/2022 and asked if the area could be smoothed out. After inspection of the affected area, Southerns personnel concluded that the dirt had been partly washed away by the rainfall that we have experienced in October and November. Southerns personnel have been trying to coordinate the replacement of the dirt and the work needed to be performed by a excavator. Unfortunately, the subsequent rainfall and the holiday have slowed Southerns efforts.
  
     Upon receipt of Mr. ********* complaint,Southerns Superintendent contacted ******************** and apologized for any inconvenience or unanticipated concern created by this matter. Southerns personnel will schedule the repair and will conduct an inspection of the area as soon as possible. ******************** indicated this resolved his concerns.
  
  Your assistance in this matter is appreciated. Should you have further questions, please contact this office at ************.

• Initial Complaint

  Date:09/14/2022

  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.

  Water line busted on city side decreasing pressure to house. Reported it at 4:15PM on 9/13/22. At 2 pm on 9/14/22 water line had still not been fixed and water to home was lost completely. No water available. Unable to make connection with service department bc busy signal was present every time I attempted to call. No alternative number available per main number. Poor customer service and follow through.

  Business Response

  Date: 09/15/2022

  The customer has been contacted for further discussion and the matter resolved to the customer's satisfaction.