Complaints

This profile includes complaints for Florida Governmental Utility Authority's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Florida Governmental Utility Authority

  9400 Southpark Center Loop Ste 4000 Orlando, FL 32819-8647

• 

  FGUA

  9841 Bernwood Place Dr STE 120 Fort Myers, FL 33966-6516

• 

  FGUA

  9841 Bernwood Place Dr Ste 120 Fort Myers, FL 33966-6516

• 

  FGUA

  9841 Bernwood Place Dr STE 120 Fort Myers, FL 33966-6516

• 

  FGUA

  9841 Bernwood Place Dr Ste 120 Fort Myers, FL 33966-6516

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:03/12/2025

  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.

  Attached to this mailing is documentation proving that my water service was disconnected, paid in full, and turned OFF by FGUA September 2023 at ********************************************************************* THIS ACCOUNT, *****************************, was closed and deactivated. It is documented in the service termination letter provided by ******, FGUA, that the water was to be turned off by FGUA technicians and no other action was required on my part. This house, located at ****************************************************************** was vacant and for sale.Approximately one year later, On 10/2024, as evidenced by the attached documentation, we contacted FGUA to begin new water service to the residence due to the inability to sell the home. The new service required proof of ownership, security deposit, connection fees, additional info, user profiles, payment setup and more service fees. THE NEW FGUA ACCOUNT NUMBER, ******** was provided.This new account, on the second billing, had a balance of $2853.92 added to it from unknown origins. Initially, FGUA representative *****, stated that we must have a water leak or meter issue. Of course we did the prudent action of hiring a water leak detection company and a plumber to resolve the issues. We did replace the leaking water heater. We were then informed that the majority of the excessive bill was not from the water but back billing to the closed account from one year prior. Yes, the same account that was already paid in full, closed, and not in use for the vacant house. The water leak, if any, would never have occurred if FGUA actually shut the water off to the residence as they had informed us in the attached documentation. FGUA has focused their attention on the meter accuracy, gallons used, and billing justification instead of the issue that we deny responsibility for this bill and closed account. It must be an unfair and deceptive trade practice for a utility company to fabricate a water and sewage back-bill from a closed account that they did not service. HELP THX!

  Business Response

  Date: 03/18/2025

  The FGUA has received this complaint and is working on investigating this and working with the customer. 

• Initial Complaint

  Date:02/11/2025

  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 had engaged with the company over a billing issue in which they indicated to me that even though my banks auto pay failing to go off. my bank seemed to think it was them not offering the bill to the portal as they usually would, FUGA indicated that the bank never sent it the money. At this time that issue is now moot, as they did attempt resolution. After setting up with their ez pay systems as an alternative to avoid this in the future, they told me they would waive the reconnect fee as it seems I incurred it due to billing errors as a show of good business. Now, as of this bill they have hit me with the reconnect fee in question and massively over drafted my account. After contacting them the best they can offer me is a "credit" of $145 dollars to an average bill of $70, totaling to a total payment of $212 dollars this month. My complaint stems from the fact that there is explicit correspondence in which this was not only negotiated but it is in writing that it will be removed from the bill. As of this time they have acknowledged that they have already stated in emails that this would not charge me the re-connection fee on the following payment cycle. As they have defaulted me to a ***** hour wait to speak with a supervisor (they are not on duty) despite calling them at 10:00 am on a Tuesday, i am now making my complaint as i see no other recourse.

  Business Response

  Date: 02/12/2025

  Good Afternoon, Ms. ********************* you for providing the Complaint filed by FGUA customer, ********* *******.  I have spoken with the FGUA's **************** Supervisor, who advised that she spoke with Mr. ******* after he filed his Complaint with the Better Business Bureau, advising that the $145 reconnection fee was credited back to the customer's account.  I have emailed Mr. ******* explaining same and apologizing for the inadvertent oversight.  Mr. ******* advised the FGUA's **************** Supervisor during his conversation with her, that he is satisfied with the resolution.

  Please let me know if I may be of additional assistance.

  Kind Regards,

  ***** *****

   

• Initial Complaint

  Date:12/30/2024

  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 moved into my home on Jan 2024. We had a leak at the meter. Fgua replaced the seal. Since then we have not had one actual read water bill. We have been getting constant estimated bills which are super high. We never use near what they charge is. Ive been begging for 11 months to have my meter fixed so it can be read. We barely use any water or sewer. We have an irrigation well for outside. We had issues with this company and I feel this 11 months has been retaliatory. There is absolutely no reason they havent fixed it. Every single month I call and they say theyve ordered replacement. 11 months? I get extra charges and yes they adjust them after I have to pay. *** had shutoff notices sent to my home. These bills are outrages. I dont mind paying what I actually use, this is not the case. Sometimes Ive been estimated at 6000 gallons above what I used. Typically its ********* gallons off. This includes insane sewer charges too. I just want someone to fix my meter so it can be read by the guy that drives by. I want a real bill each month. I live on one social security check. My nerves are fried every single time I open their bill. Please help. A company this size should be fixing a problem like this in a month not a freaking year!!! Maybe **** needs to buy this company and weed out your issues (people). Im told every month, it will be fixed. Just to get my bill and its still the same. I am calling my Florida representatives and senators. This company should be fined. Fix my meter!!!! If you still have the same guy in that department, he needs firing. This isnt the first thing he has done by not putting my name on the list to be fixed. Next Im getting a lawyer and suing. 1 full year to fix a meter issue is too freaking long!!

  Business Response

  Date: 01/09/2025

  Thank you for notifying the FGUA of the complaint. Our records show that Ms. ***** was on schedule to receive a new meter, and the work orders were behind schedule. As of Friday, January 3rd a new meter as well as transmitter was installed, and this should prevent any estimations or 0 reads as long as there is nothing blocking the signal. The FGUA apologizes for any inconvenience, and we appreciate this customers patience.  

• Initial Complaint

  Date:12/22/2024

  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.

  August of 2023 I reported a chemical smell (chlorine) with my whole house water. FGUA came to the house and stated the chemical levels at the holding tank, located on my road, were within normal range. I asked them to test the water at my house and they stated they could not do that. I began to think they were correct and I went out on a long process to find some organization to assist me. FGUA, St. ***** Water Mgmt, Board of Commissioners, Water testing ***** DOH, ****, plumbing, A/C... Finally, The ************************* has a back door entry into the **** and they went after FGUA. All of a sudden, FGUA is now able to test the water at my house. Now it is the end of October 2024 when this begins. FGUA agrees the chlorine levels are too high at my house and it took them a couple of weeks to balance it out. November 11, 2024, they said the problem could be coming from the timing of delivery of chlorine to the water level in the tank not being high enough. The neighbors have ***** so the chlorine was all coming to my house. During this 15 month period of time, I have a long list of health problems that have occurred that have not balanced out yet. However, it appears that I am no longer eating/digesting, smelling, tasting, wearing, sleeping, ETC - taking this chlorine with me wherever I go!! I have been suffering and in tears with no support what so ever! I have currently written a complaint to the FGUA board, THIS is the ONLY recourse that anyone has against FGUA, I find this VERY DISTURBING! One municipal entity should NOT have this much control over a need that we have NO CHOICE to use. We, citizens of the ***, put our faith in a company to keep us safe from harm with our whole house water. Average water bill $43.00 x 15 months = $645.00 Looking for restitution, failure FGUA to keep water safe, failure to test, causing harm, causing pain/suffering. I want the public to be aware....Thank you

  Business Response

  Date: 12/23/2024

  Good afternoon, ************************* you for contacting the Better Business Bureau (BBB) regarding your billing inquiry. I've reviewed your account and the history of your experience. The FGUA dispatched a technician, 12/23/2024, to test the current water levels at your service location. The test results were received the same day, 12/23/2024 and proved to be in normal range for good and safe water quality.

  
  The issue that **** our concern was due to a high read and our techs flushed the water line because they found air in the line. This was on 08/08/2023. I understand since this time you have expressed feeling sick, and we hope you are feeling better, and thing going well. If you have any medical notes or prescriptions made by licensed physician explaining the cause of your illness we will keep records for future reference. FGUA did provide prompt notice in the past for any over chlorination and immediately took action to flush the water lines to remove overchlorinated water and restore chlorination levels back to typical levels. As a result, FGUA will not provide adjustments to customers for medical claims concerning the chlorine levels in the water.

  We issued your account a credit for $348.10 from billing date 08/19/2024 through 09/18/2024 to offset your balance as a leak adjustment. We have received your inquiry from the Office of the Attorney General, we are aware *** ******* has been working with you regarding your account and inquiry. 

  At this time, we cannot in good faith adhere to your request of receiving a credit at you requested amount. The FGUA Bond covenants and FGUA Rate Resolution ******* do not provide for free service as the FGUA must meet utility bond covenants. If the FGUA does not meet bond covenants, this may affect FGUAs credit standing, leading to higher interest rates on the acquisition bonds, and therefore, higher rates for our customers.

  If there is anything else I may assist I may assist you with in the future, please let me know.
  
  Kind regards,

  Customer Answer

  Date: 12/29/2024

   
  Complaint: 22720571
  
  I am rejecting this response because:  FGUA did not test the water at my house on 8/8/23, they only flushed the 'air' out of the line.  Incorrect response.  FGUA could at least, provide half credit for the amount I am asking, because they WERE negligent.  They NEVER tested the water at my house until DEPA got involved THIS year!  The credit of $348.10 is for a different issue than this water problem, irrelevant.   I have NEVER heard from a *** *******, another lie, the only one response I had was from a person named ****** ******.  I cannot believe you are more worried about your credit standing than your consumer's health.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 01/03/2025

  Good afternoon, Ms. ********************* you for contacting the Better Business Bureau regarding your complaint and inquiry into the Florida Governmental Utility Authority. I understand my colleagues ****** ******* and ****** ****** have communicated with you regarding your inquiry in detail and they have tried to resolve the matter prior to your escalation top the BBB.

  I have reviewed the matter thoroughly, I have read your complaints and notes on the matter; in addition, I have spoken to *** and ****** and read their notes of their communication with you. I understand you have a concern with the chlorine levels and your claims of feeling ill. We are very sorry that you have been experiencing any symptoms of concern and/or require any medical attention. We take customer service and provide customer service to the utmost respect and care for all FGUA customers. Have you provided doctor's notes or reports that directly link your symptoms to the drinking water from your service location? 

  I understand that you as the customer called asking for Chlorine vendor and if a new vendor had been added.  There was no vendor change nor process change. You called and claimed the FGUA water is dirty (cloudy) water and was making you sick.  We asked if bubbles were moving to the top of the glass or something falling to the bottom of the glass when she poured water into it.  Bubbles were rising to the surface.  It was explained this was entrained air and would not make anyone sick.  Flushed air out of system.
  
  Further you contacted the health department, and our team spoke with the department as they followed up with your inquiry. We did a chlorine check at your house, your neighbors and the plant to ensure residual was good. The results proved that the levels were in fact int he normal range,
  

  You had a leak which we passed along to billing and an adjustment was done in your favor on 11/22/2024. AT this time, we there is not much we can do to correct anything that does not need correcting. We have done everything we could ensure everything is in the best interest of our customers, including yourself. I hope this resolves any open matter and we continue working together.

   

  Kind regards,

   

  ***** *****

  Community Services Representative

  Florida Governmental Utility Authority. 

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22720571
  
  I am rejecting this response because:

  Dear Mr. ************ There was never any communication with ****** ******* OR ****** ****** in regards to the high levels of chlorine.  I wrote to Ms. ****** about the problem and she never responded to the matter.  Again, I NEVER heard from Mr. ******* about ANY issues.  There was not a detailed response from Ms. ****** and there was NO attempt to resolve the matter.  Another lie.

  I am not receiving any of your so called respect for your customers, EXCEPT, to provide the adjustment to the leak issue for which I am grateful to that staff member.

  There are no doctor notes or reports sent in regards to my treatment being for my home water making me ill.

  Yes, I did ask about a change in the chlorine being supplied to our water and NO ONE ever called me back with the information, in 2023.

  Yes, that is correct, your employees said there was air in my line and that they flushed the water out from the outdoor water spigot in August of 2023.   The house water was checked and in normal range as of November 2024.  From notifying your company in August of 2023 to November 2024, your company did NOTHING about my complaint with the high levels of chlorine at my house.  After I contacted the Attorney General in 2024, and they applied pressure to your company, is when your company FINALLY did what should have been done in August of 2023!  Then all of a sudden, you ARE allowed to test the chlorine levels at the home....

  We are only 'working together' because I do not have a choice to use any other company for my water.
  
  Sincerely,
  
  ******* La Fever

  Business Response

  Date: 01/07/2025

  Good afternoon, Ms. ********************* you for contacting the Better Business Bureau and your continued correspondence with the Florida Governmental Utility Authority (FGUA) regarding your inquiry. After reviewing your concern, investigating the issue, and speaking with our **************** team member of ***********, **************** Supervisor of ***********, Central Region Operations Manager, and our ****************** Manager, we have concluded this matter has reached its course, and all we can offer you is the very best customer service and the utmost quality assurance that your service location will receive the highest standard of customer care and water quality. 

  I see where we had NO chlorine levels over the *** to explain for.  A 0.8 ppm is not unacceptable level.  State Standards are a Minimum of a 0.2 ppm and a Max of a 4.0 ppm.  As for air in the line that does happen periodically from main breaks and boil water notices are in place each event, dictating low pressure or open exposed mains. Chlorine is tested on each visit to the facility where a residual is taken at the plant as a *** Point of Entry and a designated Remote location known as a MRT Maximum Resident Time sample. We are not checking and testing in what you indicate as "pockets" or to your home as a regular service. If you were in contact with the **** and we resolved any query on their part, we are meeting State Standards and all *** guidelines.

  At this point all practical intervention has been met. 

  If there is anything else I may assist you with in the future, please let me know.
  
  Kind regards,

• Initial Complaint

  Date:12/06/2024

  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 are customers of ********************. We have been on a boil water notice since November 25. To date, December 3, my household at ********************************************************************** has received NO notice from FGUA by either phone, email, text or mail of such boil water notice. We saw notices sent to many neighbors on the website NextDoor and a map that appeared to cover all of our community, **************. We are appalled at lack of notification.We have tolerated poor quality water for numerous years and this has not changed with the assumption of our water management by FGUA. The water often has an odor and/or is discolored. We have installed a water filtering system for our whole house. When the filters are changed each three months, they are disgustingly brown/black in color. The cost of our water (a household of 2 adults) has risen well past $100 per month, now reaching $150. Prior to FGUA, our maximum bill was $50 per month. This current amount is higher than our electric bill! And it appears that the meters are read every 2 or 3 months as the same amount is charged for two or three months in a row then changes. Often times, we are not even home for half the month so no one is using water or sewage, but the bill amount does not change. We would like transparency from not only FGUA but also your officebut more especially, we would like transparency in our water!Sincerely, *** and ***** ******* ******************************************

  Business Response

  Date: 12/06/2024

  Thank you for contacting the Florida Governmental utility Authority (FGUA) regarding your complaint.  One of the pumps went down and needed repair there was no interruption of water treatment or services, due to a temporary pump being put in place.  You were under a Precautionary Boil Water Advisory as we are required to issue such an advisory when water pressure in the water main drops below 20psi. This is only a precautionary measure; it does not mean that there was an issue with the water. The Precautionary Boil Water Advisory was rescinded on Wednesday December 4th, records show that this customer was contacted at ************ and 2:19pm.  The customer also received another notification on December 2nd at 1:47Pm and also on November 27th at 3:58Pm. The FGUA urges customers to contact our customer service office and update their contact information to ensure they receive urgent reverse 911 notifications. In addition to our reverse 911 notifications ************************ outages and notices section. As it relates to water quality the FGUA is meeting or exceeding all **** requirements. In addition, the Florida Governmental Utility Authority has capital improvement projects that are underway to further improve. Finally, regarding billing concerns. We have no records of any phone calls regarding billing concerns. We ask for customers to call customer service at ************ to have their phone number updated if they chose to do so and if they would like an explanation of charges or concerns when receiving their statements to please call as well. 

   

   

• Initial Complaint

  Date:11/21/2024

  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 called on November 18, 2024 to check on a high bill that we received after not having water/sewer for 4 days after hurricane. I was told that we were getting estimated bills from May/ June and that our meter was scheduled to be changed on 11/18/24. ****** said once the meter is changed, they will go over the estimated months and will adjust accordingly. No meter was replaced so I called back on November 21st. This time ****** said our last bill was actual. I said this is not what you said Monday and we didn't even have a meter changed so what's changed that now you have an actual reading from October 28th, never mentioned on the 11/18 call. I asked how do I know if it's correct since our conversation changed in a matter of a few days. I asked for "actual " bills from May to see exactly what we used. She said that is not an option. That they cannot go back and do that. My complaint is they are charging people what they feel like with no proof of actual usage. They expect you to pay an estimated bill to avoid canceling. I want actual bills to see what we used, they want us to trust that what they say is accurate. We moved into the home 11 months ago. There was 1 extra person living with us and our bills started around $180. The 1 person moved out in May, so 1 person less and the last bill we received was over $300 with no changes in people since then living in the home or any other changes on our part, just them Billing whatever they want. Please help. We are looking to have someone investigate them and want legitimate bills to show what our actual usage was and is! No estimates! They are a company, they should have this figured out! If that means changing meters or whatever!

  Business Response

  Date: 12/06/2024

  Good Morning, Ms. ********************* you for providing Ms. **************** concern.  In reviewing the account, the Billing Statements were estimated as follows, according to previous usage: from 6/27/24 7/29/24 the usage was estimated at ***** gallons, from 7/29/24 8/28/24 the usage was estimated at ***** gallons, from 8/28/24 9/27/24 the usage was estimated at ***** gallons.  The reason for the estimated reads is because the meters electronic reading transmitter (ERT) was not functioning properly, and staff was unable to obtain an actual read.  On October 31, the FGUAs meter reading staff were able to obtain an actual, manual reading for the meter, which resulted in the higher than normal usage and billing for ****** gallons.  On November 18, I instructed the FGUAs maintenance staff to replace the meter. The new meter was read on November 25, indicating usage of ***** gallons.  I instructed the FGUAs Billing Team to adjust the billing for the two (2) highest Billing Statements during the malfunctioning meter issue, to the lowest billing tier, as the FGUA bills in tiers to encourage conservation.  A $35.08 credit was applied to the account leaving a balance of $178.57 due on or before December 23.
  
  Thank you again for bringing this matter to the FGUAs attention.  If I may provide additional assistance,please let me know.

  Kind Regards,

  ***** K. *****

  Community Services Coordinator 

  and Ombudsman Team Member for

  the FGUA

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

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

   

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22588201
  
  I am rejecting this response because: This does not answer the problem with the initial complaint that asked for actual readings and bills for months that were estimated.  Including the month of October in which we received an estimated bill for $300 even after not having water for 4 days. I have looked at our actual bills and the average usage is about 50 hgal.  The estimated bills are much higher, around 78 and even up around 117. We need all estimated bills to be reviewed for credits AND actual usage going back to May/June and beyond. 
  
  Sincerely,
  
  **** *****-********

  Business Response

  Date: 12/17/2024

  Good Morning, Ms. ***************** have reviewed Ms. **************** rebuttal.  I provided Ms. ************** with a spreadsheet of her actual usage from the time that she established the account.  I explained that if you add each months usage and then divide it by 8, that is how the FGUAs Billing Supervisor reached the estimations of 7,800.  The actual meter readings for the months that were estimated cannot be obtained, as the meters electronic reading transmitter was not transmitting the actual reads.  When the FGUAs Meter Reading staff visited the location on October 31, they were able to obtain an actual reading of the meter, thus generating the Billing Statement for $306.56.  Ms. ************** was provided a tier adjustment on that Billing Statement, which means that I instructed the FGUAs Billing Team to reduce the billing of the usage to the lowest conservation tier, as a courtesy.  I also explained that as a government entity, the FGUAs Tariff does not provide free service, as special credits or other adjustments would be otherwise subsidized by other customers, and would affect the ********************* ability to meet bond covenants.

  Read Date Usage Billed/ hgals
  6/27/2024 44
  5/29/2024 144 AVERAGE
  4/29/2024 53 78
  3/28/2024 109
  2/27/2024 112 549
  1/26/2024 103
  12/27/2023 58 627
  11/28/2023 4

  
   If I may be of additional assistance, please let me know.
  
  Kind Regards,

  ***** K. *****

  Community Services Coordinator

  FGUA

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

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

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22588201
  
  I am rejecting this response because: This answer does not satisfy the problem.  The fact that you deal in estimates is the problem. In my estimation, our monthly bills should be around $170-$200 if that.  It is not our problem that your meter was not functioning so long and that you have no means to recreate what we have actually used.  You are in a pay for service used business not an estimation business.  We are not satisfied that you are still dealing in estimations in order to justify billing us extra.

  I currently have our bills as follows by statement dates:  5/6/24, 7/5/24, 9/5/24, 10/3/24, 11/4/24,12/3/24.  I would like a copy of ALL the other bills from the first bill that we received not including the ones we have. 

  We feel that we are due more than just a $30 credit for our last bill.  If this is not worked out, we will have to reach out to the news and/or attorney general.  We are not expecting free service as you noted something about free. We are just expecting what we actual owe for use and nothing more.

  
  Sincerely,
  
  **** *****-********

• Initial Complaint

  Date:11/13/2024

  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 are seeking assistance with a water consumption issue caused by a leak that occurred from July 28st - August 11th, 2024. As a result, our August bill was $922.92 dollars. Our family was on vacation and returned to find our main water line was broken and leaking water.On 9/5/2024 a request for a courtesy adjustment review was submitted to FGUA via email. Included in the email were photos of our broken water main pipe and proof that the issue was resolved by a local plumber.Our 10/18/2024 statement reflected a leak adjustment credit of $338.72 (a 36% bill reduction). We feel this is an inadequate adjustment due to the fact that the water leak was due to circumstances beyond our control since we were out of town. The leak was corrected promptly. We would like for FGUA to review the adjustment issued and provide further credit to our outstanding balance. We have no choice but to use FGUA. The utility company has one of the highest water rates in the state of Florida as such the company should do more for their customers when they encounter a water leak that is beyond their control.

  Business Response

  Date: 11/14/2024

  Thank you for contacting the Better Business Bureau (BBB) in regard to your billing statement and inquiry. The Florida Governmental Utility Authority is committed to providing the utmost professional customer service to all ******************** customers, and I am here to assist you in your inquiry. My name is ***** *****, the ****************** representative and Ombudsman. I have reviewed and investigated your account, and I understand based off your BBB message you are concerned with the amount adjusted or accredited back to your account. 

  According to the FGUA policies and procedures: Billing adjustments may be made to accounts due to meter error, billing, error, leaks at the meter or damage caused by acts of nature. Customers who suspect an error to their bill or inaccuracy to their meter should contact their local office as quickly as discovered.  Credits may be made if the utility is found to be at fault, a credit may be given at CSM discretion up to three months as a courtesy and if normal usage patterns seem to indicate a recording or meter error.
  
  Customers are responsible for all plumbing related leaks and leaks on their side of the meter. The customer shall not be responsible for leaks at or within three feet of the meter box if the meter has been changed out or repaired by the utility within the preceding three months and the cause of the leak cannot reasonably be attributed to actions by the customer. If the ********************** finds fault,adjustments will be made based on the customers historical average.  After review of a twelve-month history, the usage will be averaged and used as a baseline for establishing a credit.  If a customer does not have a twelve-month history, but has over three months, the same rule would apply.  If a customer has less than three months, the customer must call and request the adjustment after three months usage has accrued to request an adjustment.  In this case the customer would still be responsible to their current bill(s).
  
  The FGUA recognizes that there may be cases where a leak creates a bill of excessive proportions.  In this case, a customer may request a credit.  The customer must produce a plumbers receipt evidencing that a leak existed and that the leak was repaired, the receipt for parts for the repair if the customer made repairs, or a letter advising repairs occurred from available materials. A customer is not eligible for more than one reported leak per 12-month period, and no more than two consecutive months of a credit.  The following guidelines will be used in establishing the credit. Residential customer: water/sewer- Credit will be given for 50% of difference between billed usage and 12-month average usage for both water and sewer, taking into account any necessary adjustments due to a tiered rate bill system. 

  You have received the 50% difference of your 12-month historic average to adjust your billing statements regarding your leak. This is a courtesy the FGUA offers to FGUA customers. The system of your service location also has a sewer cap at 6000 gallons, and you do not get billed for any amount that goes over 6000 gallons. In addition, your inquiry regarding rates and fess of the FGUA, the FGUA is a special entity. The FGUA is a legal entity and public body created by interlocal agreement on February 1, 1999. pursuant to Section ******(7), Florida Statutes. Section ****** (7) (g) 7, of the Florida State Statutes permits government utilities, such as the FGUA to have all the powers provided by the interlocal agreement under which it is created or which are necessary to finance, own,operate, or manage the public facility, including, without limitation, the power to establish rates, charges and fees for the products or services provided by it 

  Rates are determined by an independent party then they are reviewed by the FGUA management folowed by approval by the FGUA board. The rates and fees charged to customers cover ********************* operations, capital improvement, and bonds from the acquisition of the utility. Any possible adjustments would also be subsidized by other customers.  If the ******************** does not meet bond covenants, this may affect FGUAs credit standing,leading to higher interest rates on the acquisition bonds, and therefore,higher rates for our customers.

  We have done all we can to help with your billing statement inquiry, and if there is anything else you may need or that I may assist you with please let me know. 

  Kind regards,

  ***** *****

   

• Initial Complaint

  Date:11/13/2024

  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 called F.U.G.A. ************** to report a water supply outage the evening of Nov. *******. When I was finally connected to a person I was told that if the water was still off in the morning to call back and report it during office hours. I found that to be outrageous that who ever is answering the phone is not able to take an outage report. Also, why do we sometimes get a boil notice because of loss of pressure after some of these outages and not other? As for the water pressure in this subdivision, it has not been consistent since I moved here 9 years ago. Is it a health issue?

  Business Response

  Date: 11/13/2024

  Thank you for contacting the Better Business Bureau (BBB) in regard to your recent attempts to contact the FGUA customer service of outage at your service location. The office hours of the FGUA customer service are from 8:00 a.m. to 5:00 p.m. and anything outside of those hours is directed to a third-party vendor that receives customer service calls and then they relay back to the FGUA team. Upon receipt of the outage crews responded to the no water calls at 11:00 p.m. and water was restored approximately at 12:00 a.m. (midnight).

  FGUA customers affected by the system wide outage were notified by door hanger and reverse 911 calls in addition to the information posted on Outages - **************************************

  I have copied and pasted the advisory posted on the webpage to this message board for your convenience. In response to your question why sometimes you get a boil water notice and not others are contingent on how low the pressure drops down to, and anything below 20 psi requires a boil water notice, and everything else is based on its own merit.

  Here is the website advisory:

  "The Florida Governmental Utility Authority (FGUA) has experienced a service outage where crews are responding to no water calls between 11:00 p.m. and 12:00 a.m. (midnight) on 11/12/2024 within the ********************* at *************. Upon arrival to the site, it was discovered that the well had tripped at the breaker and needed to be reset. The well was reset and pressure restored, however, the well is currently short-cycling and further investigation of a water line break is being investigated.
  The following homes are affected by the outage: System Wide
  Once water service is restored, a Precautionary Boil Water Notice Advisory will be in effect for all listed FGUA service locations and will be rescinded once water samples taken to a Florida Department of Health-certified laboratory indicate the water is safe to drink.  More details will be provided as they become available.
  During the Advisory, customers are encouraged to follow ******************************************************** guidelines, and bring water used for cooking or drinking to a rolling boil for one minute. Alternatively, bottled water may be used.
  The FGUA apologizes for any inconvenience experienced due to this event and appreciates its customers patience while it works to restore service to all affected customers. If you have any further questions FGUA customers may call the ******************** customer service line at ************** Please check back at the FGUA website at www. ************************** for additional updates."

  Customer Answer

  Date: 11/24/2024

  I am sorry for my neglect in responding to the letter Dated: Wednesday, November 13, 2024

  I agree that they did do door tags that we all saw as we left for school and work, but not before using the water that many residences didn't even know what had happened as they slept.  The Boil and outage was Call Notified, but not until after 10:00 AM.  Again, a little to late if you are the customer who drank, made coffee, breakfast, and pack children's school lunches for day.  But at least there was an attempt made I guess.

  I'm still concerned about after hours call center tried to convince me that it would cost me over $150.00 to get someone to come out, as no outage in my area had been reported.

  Nonetheless, I realize that my neglect in reading and resounding to your letter in the required time is my own to accept.  I do feel like FUGA is making a recognizable effort to resolve the biggest issues of my complaint and hope they further get reporting to and from it's customers more timely. 

  Thank you for your service and assistance, I very much appreciate you.

  ****** B. ****
  

  Business Response

  Date: 11/27/2024

  Good afternoon, Mr. ***************** you for contacting the BBB regarding your operations inquiry. The FGUA will continue efforts to provide as timely notification on any outages and notices as the opportunity allows. Notifications due to time, and we try to be accommodating and reasonable in sending out all streams of communication. 
  

  The office and operational hours of the FGUA are from 8:00 a.m. - 5:00 p.m. and any service request after hours has a service rate of $150.

  
  We at the FGUA thank you for your patience and apologize for any inconvenience this may have caused you. 
  
  If there is anything else I may help you in the future, please let me know.
  
  Kind regards,
  
  
  ***** *****

  Customer Answer

  Date: 12/13/2024

  I want to thank the BBB for it's help and also F.G.U.A. for it's response regarding my complaint.  I feel F.G.U.A. now has knowledge of the problem and I remain hopeful that they will make reporting outages in service areas easier.  At no time should a customer be told that reporting an outage may result in a customer charge, since the problem was not in anyway related to the customer.  Moving forward I expect that will not happen in the future.

  I am satisfied with the resolution of this complaint.  Thank you. 
  

   

  Customer Answer

  Date: 12/16/2024

  Date Sent: 12/13/2024 2:32:22 PM
  

  I want to thank the BBB for it's help and also F.G.U.A. for it's response regarding my complaint.  I feel F.G.U.A. now has knowledge of the problem and I remain hopeful that they will make reporting outages in service areas easier.  At no time should a customer be told that reporting an outage may result in a customer charge, since the problem was not in anyway related to the customer.  Moving forward I expect that will not happen in the future.

  I am satisfied with the resolution of this complaint.  Thank you. 

• Initial Complaint

  Date:10/02/2024

  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.

  My water services have been disconnected for late payment on top of that they chargeable extra $145 to your bill to reconnect you the same day before 1pm and an extra $62 if paid after that

  Business Response

  Date: 10/04/2024

  October 4th, 2024
  
  RE: Customer ID 22369848 - Filed 10/02/2024
         Michelle Rodriguez
         121 Blackstone Dr.
         Fort Myers, FL 33913
  
  FGUA Response to Complaint
  
  Dear Sirs/Madam:    
  
  As the Ombudsman on behalf of the FGUA I have reviewed Ms. Rodriguez account billing, payment history and activity log and would like to respond to the concern she has raised. Ms. Rodriguez opened her account in September of 2019. The billing and payment history log shows she has been carrying a balance on the account since July of 2023 and has consistently not made timely payments each month since the account was opened. Services were disconnected October 2nd, 2024, as the outstanding balance had reached $536.45.
  
  Ms. Rodriguez services have been disconnected for non-payment three times since she has opened the account. After the due date has passed and prior to disconnection, the FGUA mails a Notice of Pending Disconnection letter to the customer 10 days prior to the disconnection. This provides the customer the opportunity to bring the account current or contact the Customer Service office and make arrangements for a payment extension or payment arrangement.
  
  Late fees and/or disconnection fees are assessed to an account when the customer fails to make timely payments. When the utility disconnects services due to nonpayment, the utility incurs administrative and service maintenance costs outside of the normal billing process and these costs must be recouped.
  
  Ms. Rodriguez should feel free to contact the local business office with any questions related to the status of her account. She can reach the Customer Service team at the local business office at (239) 368-1615 or via email to [email protected].
  
  Best Regards,
  
  Donna Lizotte
  Community Service Representative on behalf of 
  The Florida Governmental Utility Authority

• Initial Complaint

  Date:08/26/2024

  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 contacted FGUA a few days prior to the sale of my Florida home on 5/13/2024 to have the water discontinued. They required me to upload proof of my home sale to their website, which I did. I have this documentation if required.)The following month I received a water bill from the date of the sale to June 13th. I called and they acknowledged their error and said they would fix it. I received a second bill from June 13th to July 13th with the running balance. I called again, and they acknowledge their error. Both times they said, "I see what happened." I received a third bill for water service between July 13th and August 13th with a treat they will shut off the water. I called a third time and the response was I needed to request the service be discontinued again. I believe the new owner contacted this company for new or transferred service and the company is "double-dipping".

  Business Response

  Date: 08/29/2024

  Thank you for notifying the FGUA. If you could please provide the FGUA service address and or account number to reach the dispute in question.

  Customer Answer

  Date: 08/29/2024

  old address was ******************

  Account # was ********
  

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22196707

  Date Sent: 8/29/2024 12:32:49 PM
  

  old address was ******************

  Account # was ********

  
  
  

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

  Business Response

  Date: 09/10/2024

  Good Day, ********************:

  I received ********************* on August 30, 2024.  A review of the account indicated that Mr.Coopers Buyer of the property had applied for service, but had not remitted payment of their security deposit and non-refundable connection fee, in order to activate their services and terminate ******************** services.  I phoned **************** and explained this to him, and advised that I would have any charges billed to him after the sale of the property, moved to the new owners account. I advised **************** that he would receive a Final Billing Statement,addressing any refund monies due him, minus final charges.  **************** provided me with his forwarding address for purposes of the issuance of a Final Billing Statement and mailing a refund check, if any funds remain.

  
  Thank you for bringing this concern to the FGUAs attention.  If I may provide additional information or assistance, please let me know.

  
  Kind ***************************************************************** Coordinator
  Florida Governmental Utility Authority
  ******************************************************>*******************************
  **************

  Customer Answer

  Date: 09/10/2024

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

  Customer Answer

  Date: 09/23/2024

  Please be advised I would like to re-open my complaint.

  I am not satisfied with the resolution to my original complaint. The FGUA ************* has not followed through with the agreed upon actions and has now sent me another bill for the month of August in which I was not living at the address on the account. The home was sold on 05/13/2024. I have tried several times to resolve this issue with their staff and was finally contacted by customer service specialist who told me that they would resolve the problems. Now this is going on several months.

  I need this resolved or l am going to have to contact the State of Florida and report them as well as contacting a lawyer to resolve the problem.

  Thanks you.
  

  Customer Answer

  Date: 09/23/2024

  Date Sent: 9/23/2024 10:30:31 AM
  

  Please be advised I would like to re-open my complaint.

  I am not satisfied with the resolution to my original complaint. The FGUA ************* has not followed through with the agreed upon actions and has now sent me another bill for the month of August in which I was not living at the address on the account. The home was sold on 05/13/2024. I have tried several times to resolve this issue with their staff and was finally contacted by customer service specialist who told me that they would resolve the problems. Now this is going on several months.

  I need this resolved or l am going to have to contact the State of Florida and report them as well as contacting a lawyer to resolve the problem.

  Thanks you.

  Business Response

  Date: 10/03/2024

  Good Morning, Ms. ********************* you for providing Mr. ******** rejected response.  Per several email exchanges with Mr. ******* I advised that he would receive a Final Billing Statement in order for the FGUA to close out his account and cause the billing to cease.  The Final Billing Statement was generated on September 16, 2024, and encompassed the dates from August 13 through August 30.  Those charges were moved to the new owner's account on September 23, 2024.  Mr. ****** will not receive any further Billing Statements with regard to this account. I have attached a scireen shot of the account's Billing and Payment Ledger, which indicates a zero balance.

  Kind Regards,

  ***** K. *****, FGUA

   

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22196707
  
  I am rejecting this response because:

  In the past I have continued to receive bills even when speaking with representatives of your company with regards to this issue, even though those representatives said they would take care of the issue. This has been on going for some 5 months now.
  

  This shall be a wait and see what happens in the next month, as well as an examination of my credit report to determine if there is a charge against my credit as well.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 10/03/2024

  Good Afternoon, Ms. ***************** have reached out to Mr. ****** via email to explain that the FGUA only reports cases to ************** wherein a tenant moves out with an existing, unpaid, balance and the FGUA writes it off as a bad debt.  In Owner instances, if the balance was not paid within a reasonable amount of time, the property would be placed under a Lien until the balance was paid.

  I have advised Mr. ****** that should he have additional questions, to please feel free to reach out to me.

  Kind Regards,

  ***** ***** - FGUA