Complaints

This profile includes complaints for Birmingham Water Works's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Birmingham Water Works

  3600 1st Ave N Birmingham, AL 35222-1210

  
• 

  Birmingham Water Works

  PO Box 830110 Birmingham, AL 35283-0110

  

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:04/03/2025

  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.

  The cover of the water meter has been broken since October of 2024. I have contacted Birmingham Water Works in October and 5 times since then to replace the cover because someone could step into it and break a leg or a car could run into it causing harm to the vehicle or bust the water meter. I am told that the issue has been sent to management every time I call and I have been told that it was going to be fixed but the issue is never resolved. I am at my wits end on what to do at this point because they seem to not care. Also, I have spent hours calling them and trying to protect people/vehicles from being harmed and at this point I am sick of it and I just want it fixed. I do not think I am asking anything out of the ordinary and I would rather not pursue legal council but I do not know if there are any other options.

  

  Business Response

  Date: 04/04/2025

  Dear Valued Customer,

  Thank you for taking the time to explain why we did not meet your expectations. We understand the significance of this matter and sincerely regret any inconvenience this may have caused. We apologize for the delay in replacing the meter lid. As of today, the meter has been replaced. Please be assured that we are reviewing your experience internally to better serve our customers in the future. Once again, we apologize for not meeting the expected standards.
  

  Thank you for your understanding and patience.

  Customer Answer

  Date: 04/07/2025

   
  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.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:08/23/2024

  Type:Order 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 moved out of my old home at **************** , on June 15th the water was disconnected my last bill statement was $301 and some change but I just moved and I called to get my balance now its $700 and she saying something about a write off Im furious this is crazy , they didnt send any notice of this or anything just charging me half of my rent for some water. This is why people right now having a hard time these utilities are extremely expensive I LITERALLY AM STARTING TO HATE BIRMINGHAM UTILITIES AS A WHOLE .

  

  Business Response

  Date: 09/17/2024

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

  Birmingham Water Works apologizes for the confusion this situation has caused. It was found that you were disconnected for non-payment on 1/29/2024. However, as our technicians continued to get monthly readings on the meter, it was discovered that water was still being used at the property. On July 6th, 2024, our technician stated that the water had stopped being used at the property. Further research and investigation found that you were still at the property and were using the water. Therefore, we billed you for the water that was used from February 2024 June 2024. Those charges increased your balance to $740.12, there were no penalties added to the account for using the ********************** without a contract. We understand that you are no longer at this property, and we have a few options that could assist you in paying off the balance. Feel free to contact us to set up payment arrangements on the balance owed. 

• Initial Complaint

  Date:07/31/2024

  Type:Customer Service 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.

  They will not give an extension or my water bill they havent complied with me at all Im just asking for extension until my money comes through on my card and Ill be able to pay it they have been very rude and disrespectful to me and Im tired of it .

  

  Business Response

  Date: 08/26/2024

  Dear Customer you were granted a payment arrangement on 7/31/24.  We deferred your payment of ****** to 8/10/24.  Then we received payment and unfortunately it deemed unpaid.  We are unable to grant additional arrangements due to the delinquency of your account.  Please pay all past due charges to bring your account current to avoid further fees and.or interruption of your service after 8/10/24.  Thank you.  Please contact customer service at ************.  Please see the attached document for further information.

• Initial Complaint

  Date:07/08/2024

  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.

  Birmingham Water Work said my water is off and its not and I call to see why I didn't get a bill to find out they say my water is off but is not and now my bill is ****** dollars because of extra changes

  

  Business Response

  Date: 08/07/2024

  
  ***************
  
  Thank you for taking the time to communicate to us that you are having an issue with your billing.  After further investigation.  We found that we disconnected your service on 4/25/24.  Because of continued use of the water, you had additional consumption for the period April thru July and a remaining balance.  You were then billed for that consumption plus deposit and reconnection fee on 7/23/24.  You received a bill for consumption use via US Mail for the period April thru July. We did not access penalties to your account or any fees in access.  Please contact is for further review of your account , in addition,  we separated each month to avoid any additional fees.  Thank you for your payment .  You have a remaining balance of $105.52.  If you have other questions, please contact customer service at ************.
  
  
  
  

• Initial Complaint

  Date:06/05/2024

  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.

  The waterworks board is charging me four hundred dollars of a fee from two thousand and twenty three I have talked to countless customer service representatives, and Supposedly managers about the situation and nobody can tell me anything.Besides it's from twenty twenty three from a returned payment. This is 2024.Why hasn't it shown up on my bill until now. I want an adjustment of the $400.You're saying I owe

  

  Business Response

  Date: 06/05/2024

  .Dear Customer,  we have spoken with you several times in the past and present as of this morning.  The charge is for a $400.00  payment made June 6th, 2023.  Our system showed the good but during the audit process we found that the payment was returned as the account not found.  Based on your account history for the past 2 years we found over 50 return checks from several accounts that are showing not found in our system.  Currently, your balance is over ****** since 3 payments in May 2024, which includes past due charges has also been returned as unpaid.  Please be advised that the account must be paid in full and in cash to avoid service interruption

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21806491
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/04/2024

  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.

  Birmingham water works, continue to disconnect customers ********************** without any type of late warning, then when you do pay, customer service is never available, so you get stuck with a rude agent. Then they have the audacity to tell you they can't reconnect until the next business day. This has become a monthly thing. They are over charging, and scamming the citizens of Birmingham. This shouldn't be allowed, and probably won't stop until someone sues them.

  

  Business Response

  Date: 06/04/2024

  Dear ******************
  The Birmingham Water Works Board take our customer complaints seriously.  We reviewed the account in question and can assure you the interruption notice was sent to the customer on 5/22/2024.  As far as you are being treated rudely, we were able to witness the call and we did not find you as the caller, or the account holder.  In addition, we did advise the caller of the next day service due to several factors regarding the account.  If, additional information is needed and you are able to answer the security questions please contact customer service at ************.
  

• Initial Complaint

  Date:04/19/2024

  Type:Customer Service 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.

  The company hasnt been responding to service calls in timely manner. Ive been without water 3 days. Im looking to bring attention to the matter. **************** isnt responding.

  

  Business Response

  Date: 05/21/2024

  ******************,thank you for reaching out to us.  We apologize you had to experience an Interruption in your water service. Your service was interrupted due to non-pay.  Your Water service was interrupted on 4/17/24 @ 10:33 am.  You made a partial payment on 4/17/24 for 67.85.You made another partial payment on 4/18/24 for *****. Our technician came out to turn the water on 4/18/24 at 1:38 pm., no one was home, so we left the water off due to safety reasons.
  On 4/19/24 our technician returned and restored your water and a reconnection fee of ***** was charged to your account.  However, in review of your account we found that we made a mistake and charge you twice the reconnection fee on January 24 restoral.  We will credit and update your account for *****.
  If you have any questions, please contact customer service @ ************.

• Initial Complaint

  Date:04/12/2024

  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.

  There were several water leaks on the road in front and in close proximity to my house. They repaired that but left the road a nightmare. Every vehicle that hits it, it sounds like a loud crash and it begins every morning around 5 and continues until no cars are on it. I can't take it anymore. Please for the love of all things please smooth out this mess. It is unbearably loud and I don't know what to do

  

  Business Response

  Date: 06/04/2024

  Thank you for your patience and we apologize for the inconveniences.  We have contacted our Asphalt Contractor, and they stated the road will be completed by June 8th.

• Initial Complaint

  Date:03/28/2024

  Type:Customer Service 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.

  In December of 2023, my water bill went from a normal of $130 to over $800. I began to challenge the bill, and then got another bill for over $800 for ******** During this time, I DID receive a phone call that my meter was running. I immediately went to the meter, and it was dead stopped. Not moving at all. BWWB admitted to the error, (meter read error) and fixed the January bill, but NOT the December bill. They have argued for months that something WAS broken in the house, and that was the reason for the excessive usage. This is not possible. We lived in the house in December, and nothing was "running". furthermore, there wasn't a problem for the 14 months prior, or the 3 months since, so apparently, in the BWWB logic, something in my house broke, than magically healed itself. This is a small house. and the peak water bill was ~$150 with the irrigation system running 3 times a week. The house is small enough that when water is running anywhere, you hear it. There was no leak in December. The BWWB has a history of corruption, the citizens of Birmingham have been paying for those past sins for years, and this is another example of how they simply do not understand logic and simply attempt to intimidate their customers in paying up (I recently got a disconnect notice). I'm 63 years old, have owned houses since 1985, have a credit rating of over 800 and myself work as a Director of a utility. I pay my bills. But I'm not going to be bullied into paying a bill that from a logic and basic physics perspective is highly, highly unlikely. They need to do the right thing, but they won't, as it's not in their dna. The amount paid below is blank as I'm up to date with the exception of I'm not paying the $800 dollar December bill.

  

  Business Response

  Date: 04/09/2024

  ******************, after further review of your account, we discovered that the reading for the December 2023 period shows the actual usage at 41 ccf charging you ******.  We made the correction for ******* invoice as it was our fault for the misread.  In addition we considered a one-time credit for the December usage.  We corrected your account for the invoice dated 1/22/2024 for ****** and corrected it to received a one-time credit of ****** leaving you with the charge of an average 4 ccf for the December period with reflects a charge of ***** instead.  We appreciate your patience in allowing us to consider the best outcome we could offer. 
  
  Respectfully, Birmingham Water Works Customer Service.
  

  Customer Answer

  Date: 04/09/2024

   
  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.

  In addition, I have already paid the amount discussed in the resolution letter, and I consider this matter closed.  

  Thank you for your prompt intervention on this matter

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/13/2024

  Type:Customer Service 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 Friday, March 8, 24, my wife and I left for an appointment at 4pm with severe weather in the area. My wife noticed a water works truck in front of our neighbors driveway and we thought they were finally there to read the meter which had obviously not been read in months because it was grown over with grass. When we arrived home that night we had no water pressure and I went out in the rain and determined that the box had been opened and the meter removed and service disconnected with no notice, no bill, no knock on the door, nothing, just disconnected in a rain storm on a Friday night. We began calling expecting to reach an after hours emergency representative like the power and gas companies have for outages but it repeatedly went to the same voicemail you get when you call and they dont answer during regular business hours. I also sent 2 emails to the outage site listed on the webpage.The next morning my wife began calling again at 8am and around 9:30 someone finally answered and told us no one was there until Monday to address the issue. We couldnt flush the toilet, take a shower, wash our hands, or water our animals. I was livid with the nonchalant attitude demonstrated by the Water Works employee. It was our problem, not hers, and nothing could be done. I was told I had to come into the main office on 1st Avenue on Monday with a copy of the deed to prove I wasnt a squatter. Neither the gas nor the power company required this and it was the first time Id ever been told it was a Water Works requirement. I was there when the door opened Monday. The customer service rep told me they had no record of my call to transfer service and basically called me a liar. She then told me I owed over $800 which included $168 in penalties and related fees for a bill we were never sent. I objected and asked to see someone in management. A woman came out and spoke to me through the partition and waived the late fees bringing my bill to $719 which I paid in full.

  Continued from earlier complaint) I requested a detailed bill with the meter readings but was told it would have to be pulled and provided to me later even though ******* apparently had the information on her computer in front of her and could have easily printed me a copy. Ive been told by neighbors their meter was often not read and the resulting bill was incorrect and had to be adjusted. Im still waiting on a detailed billing with dates my meter was allegedly read. As I noted above, grass had grown over the box and I doubt seriously the meter has been read in the time we have been in the house. After I left the Water Works, I immediately contacted State Representative ***************** who I understood has been working on issues with the Water Works and discussed my complaint with him. I am more than disgusted with how the Water Works Board conducts its business as a utilities monopoly in Jefferson County and believe strongly it should be dismantled, the house cleaned of the inept, incompetent employees, and the whole operation started over from scratch. I am providing a copy of this letter of complaint to various news outlets in the Birmingham area as well as legislators. I also intend to speak out on social media about the clowns operating this public utility that has no concern for its customers and no sense of how to operate a business with any degree of competence. This is a disgraceful way to do business and if there was any alternative to the Birmingham Water Works Board, I would definitely move my service but since it is a monopoly on an essential service, Im stuck unless I drill a well and install a septic tank. **************************

  

  Business Response

  Date: 04/09/2024

  ***********, thank you for reaching out to us.  We apologize you had to experience an Interruption in your water service. Your service was interrupted due to no contact at the time the meter was pulled.  The Supervisor back dated your account to include the water usage since July 2023 with no contract.  Unfortunately, reaching the Emergency Operator after closing they could not override processes usually performed by our business office.  We mailed your invoice dated 3/21/2024 outlining past due charges from July/20/2023 though 2/26/2024 each bill indicated the charges for each period.  If you have any addition questions, please feel free to contact customer service ************.