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.

close

Find a Location

Florida Governmental Utility Authority has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

• 

  Florida Governmental Utility Authority

  510 Highway 466 STE 104A Lady Lake, FL 32159-6341

• 

  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: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

• Initial Complaint

  Date:08/14/2024

  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.

  For almost 2 years I've been in contact with FUGA regarding damages they caused to my driveway. At first they denied responsibility and after sending pictures and talking to some of their management, they told me that they will resolve the issue but I may need to contact my homeowners insurance to send them a estimate for repair. Then they completely stopped all communication I hired an attorney and he contacted them. They asked for a few days to get the unfo to higher management but again they never responded and no longer reply to any form of communication l. My driveways collapse is deeper than 12" and a huge liability.

  Business Response

  Date: 08/20/2024

  Thank you for contacting the FGUA. We apologize for the delay in our response time.  Due to staffing issues this issue will be reviewed by FGUA staff within the next couple days, we ask and appreciate your patience and understanding during the time needed to follow up on the concern.

  Business Response

  Date: 08/30/2024

  *************************************************** Representative
  BBB Serving Central Florida
  **********************************
  ********, *******; 32750
  
  August 23, 2024
  
  RE: Better Business Bureau (BBB) Complaint ID# ********
  
  ********************:
  
  Thank you for contacting the Florida Governmental Utility Authority (FGUA) regarding the complaint filed on August 14.
  
  The FGUA previously addressed the customers claim in February 2023 that ******************** water main breaks and condition of the water main caused driveway subsidence. FGUA investigated this concern, including televising of the FGUA water mains to see if the condition of the 12-inch water main may have contributed to the subsidence.  The televising of the line and subsequent report of the October 27, 2023 investigation found no structural issues with the water main that would have caused the customers driveway subsidence. 
  
  As the ****************** Manager for the utility, upon further escalation by the customer, I contacted and left a voicemail with FGUAs findings on December 19, 2023 advising that the subsidence was not caused by the FGUA, and the FGUA would not be repairing the line.  In January 2024, the customer also escalated the concern to the FGUA Chairwoman ********************************* and FGUA System Management.  The FGUA System Manager subsequently shared the utilitys findings with the Chairwoman that the FGUA is not responsible for the subsidence the customers driveway is experiencing.   During my conversation with the customer today, I restated ********************* position based upon the evidence, and reaffirming the FGUA would not provide for costs for the customer to restore their driveway.  It is the FGUAs understanding that the customer may engage an attorney on their dispute.  In such an instance, FGUA General Counsel will engage and address the concern.
  
  Thank you again for bringing the customers concern to our attention. If I can provide further information, please contact me at **************, or by e-mail at *************************************
  
  Sincerely,
  
  ***********************
  FGUA ****************** Manager

• Initial Complaint

  Date:08/12/2024

  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.

  Several months ago, I received a bill exceeding $700, accompanied by a letter threatening to place a lien on my home if the stated amount was not paid. There was no prior warning. When I contacted customer service, I was informed that the bill was the result of a meter reading error, but that I was still required to pay the amount, with the risk of disconnection and a lien if not paid.More recently, during June and July, I have been overcharged once again due to another meter issue. Despite the company's error, I am still being held responsible for the overcharges. I have been calling customer service for about a week, yet I continue to receive the same unhelpful responses and no resolution. It is also worth noting that I was out of town for the months of June and July.

  Business Response

  Date: 08/19/2024

  Upon reviewing the customers concern regarding their billing, an audit of the account was performed. An adjustment was made to the account in the amount of $46.02 on 8/9/20024 for a credit of (41 HGALS) 4100 gallons, however, the customer did not receive a tier adjustment on the 41 HGALS. Due to the oversight as well as the estimated reading, the customer will receive an adjustment lowering all of the billed consumption to the lowest tier. Once the additional adjustment has been made a member of our customer service team will contact the customer with the final adjustment amount. The billing adjustment process will be completed within 3-4 business days.  

  Business Response

  Date: 08/19/2024

  The billing adjustment has been completed. The account has received an additional adjustment $58.75. The account current has a credit showing of -$30.85.

• Initial Complaint

  Date:08/11/2024

  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.

  My water got disconnected and the driver was in the driveway and I understand theres $145 reconnection fee but the lady on the phone told me it was a $250 reconnection fee. She overcharged me almost over $100 online it says Reconnection $145

  Business Response

  Date: 08/23/2024

  Ms. ***************************
  Consumer Affairs Representative
  BBB Serving Central Florida
  **********************************************************************************************
  

  August 23, 2024
  

  RE: Better Business Bureau (BBB) Complaint ID# ********
  

  ********************:
  

  Thank you for contacting the Florida Governmental Utility Authority (FGUA) regarding the complaint filed on August 11.
  

  Following a detailed review of the account, I submitted an e-mail explaining the charges FGUA staff advised the customer to pay after the ******************** visited the property to disconnect service for non-payment on February 28.
  

  A review of the account indicates that FGUA only charged one $145.00 reconnection fee. It is my understanding FGUA **************** Staff advised the customer on February 28, 2024, to pay $327.94, which would cover the $145.00 reconnection fee, as well as the remaining balance of $182.94. FGUA received a payment by phone of $328.00 the same day. The customer was advised that after reconnection fees are paid, the future billing statement will reflect both the payment for past due and reconnection fee charges combined, as well as the reconnection charge. This was the case on the April 4, 2024 billing statement. The customer was provided a copy of their April 4, 2024 billing statement highlighting the payment of $328.00 and the $145.00 reconnection fee. The customer was also provided a data extract of their account with all charges since November 6, 2023, confirming the customer was only billed one standard $145.00 reconnection fee, effective on their April 4, 2024 billing statement.
  

  Thank you again for bringing the customers concern to our attention. As always, if we can provide assistance with any further assistance, please do not hesitate to contact me at **************, or by e-mail at ************************************.
  

  Sincerely,
  

  ***********************
  FGUA ****************** Manager

• Initial Complaint

  Date:08/10/2024

  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.

  This is an ongoing issue. Due to FGUAs inability to do its job in a prompt and professional manner, new businesses in ********* have suffered financial losses with one new business having to file bankruptcy. Its costing these new businesses customers and as a result a loss of income. This is an example at government at its worst! I am not an owner but a resident of ********* and it truly angers me at the incompetence of this government agency.

  Business Response

  Date: 08/23/2024

  *************************************************** Representative
  BBB Serving Central Florida
  **********************************
  ********, *******; 32750
  
  August 23, 2024
  
  RE: Better Business Bureau (BBB) Complaint ID# ********
  
  ********************:
  
  Thank you for contacting the Florida Governmental Utility Authority (FGUA) regarding the complaint filed on August 11.
  
  The FGUA called and left a voice mail message with *** ****** requesting additional information concerning her specific development concerns.
  
  We strive to get every plan review out as soon as we can to avoid any concerns. However, by FGUA Board Policy we are required to review all plans in the order that they are received. We had a record number of plans submitted in the past couple of months and we are hoping that this eases so the Development Team can return to reviewing them much sooner than thirty business days. Currently, FGUA has 150 to 200 active projects, with many developers asking to have their plans expedited before others that were submitted prior to theirs, and staff subsequently advises that requests must be addressed in the order received.
  
  FGUA understand that Dunnellon may have fewer projects, but FGUA provides service and reviews Developer Plans from all fourteen counties it serves. Every e-mail, phone call, or meeting requested by developers takes away from any time that staff can be reviewing plans. In addition, requests may also face delays due to unscheduled office interruptions or temporary reassignment of priorities, that are often experienced during hurricane season.
  
  Thank you again for bringing *** concern to our attention. As always, if we can provide assistance with any further assistance,please do not hesitate to contact me at **************, or by e-mail at *************************************
  
  Sincerely,
  
  ***********************
  FGUA ****************** Manager

• Initial Complaint

  Date:08/09/2024

  Type:Product 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 terminated my water service with FGUA ************ on October 23, 2023. My final bill was paid in full, and I was informed that my deposit of $112.75 would be refunded. However, I have not yet received this refund despite contacting the company three times. During one call, a representative stated they would verify if the check had been cashed and follow up within a week, but I have not received any further communication. I request a new refund check for $112.75 be issued and sent to my updated address in ************** that I provided. I have attached my final statement as proof of account closure and zero balance.

  Business Response

  Date: 08/13/2024

  Ms. ***************************
  Consumer Affairs Representative
  BBB Serving Central Florida
  **********************************************************************************************
  

  August 13, 2024
  

  RE: Better Business Bureau (BBB) Complaint ID# ********
  

  ********************:
  

  Thank you for contacting the Florida Governmental Utility Authority (FGUA) regarding Ms. *********** refund concern.
  Working with our **************************** it appears that a request to cancel and reissue issue the check in **** was not complete due to administrative oversight. Our Accounts Payable Team will be reissuing the check this week, and ************************ will have her check mailed and will receive the check next week.
  

  I have contacted ************************ today, who was satisfied with this outcome.
  

  Thank you again for notifying the FGUA of Ms. *********** concern. If I can provide any additional information, please contact me by phone at **************, or by e-mail at ************************************.
  

  Sincerely,
  

  ***********************
  Community Services Manager
  FGUA

  Customer Answer

  Date: 08/13/2024

   
  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. I appreciate that ******* personally called me to apologize and provided an immediate response.
  

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

• Initial Complaint

  Date:08/09/2024

  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.

  Ahh FGUA, how bad can one entity stink? (Very). Had moms account set up to draw on the bank account. Shes going into ******* and I began closing down things to prepare for her passing.Yup, I did forget the her water was a direct debit. My fault.When I realized the issue I made a payment via the automated system however FGUA has put my account on probation.Cant log into the web site Cant make a phone payment Called to explain the situation, no one cares, sorry, use ************* you are locked out for two years. Before my dad (a combat wounded veteran) died, he asked me to take care of mom. Thanks FUGA not only are you heartless b******* you have helped me dishonor my dads final wishes. So *** sent a **** money order for nearly $700 to cover things till I can sort it out. Your tax dollars at work, lifetime governmental employees whove never had to work for people and it shows in their complete disregard for people (including my parents) who have been customers since day one and never missed a payment. For your complete lack of empathy I wish only the worst for you. Im ashamed I pay your salary.

  Business Response

  Date: 08/23/2024

  Ms.***************************
  Consumer Affairs Representative
  BBB Serving Central Florida
  **********************************
  ********,*******; 32750
  
  August 23, 2024
  
  RE:Better Business Bureau (BBB) Complaint ID# ********
  
  *******************:
  
  Thank you for contacting the Florida Governmental Utility Authority (FGUA) regarding the complaint filed on August 9.
  
  As the Manager of the ************************************** Team), I spoke to the account holders son, ******************* today. The account is currently under *********************, ************** mother. ************ is addressing the affairs for his mother, who is in hospice.
  
  ************** account was marked as secured funds only as two automatic attempted payments on May 23, 2024, and June 19, 2024,were returned. I explained to ************ that FGUA policy required marking accounts with two consecutive returned payments as secured funds only.  ************ that payments were attempted on inactive bank accounts. Given ************** efforts to address the account, ******************** has authorized to remove the secured funds only requirement on the account. *********** advised that a large money order payment has been sent to the FGUA. Records indicate that the payment has not yet been received, but ************ will be providing the tracking information, and FGUA is monitoring for the payment. In addition, FGUA reset access to the online bill pay system for ************.
  
  In order to speak on matters of the account in the future, ************ will be sending FGUA documentation as the executor of the account.
  
  Thank you again for bringing ************** concern to our attention. As always, if we can provide assistance with any further assistance, please do not hesitate to contact me at **************, or by e-mail at *************************************
  
  Sincerely,
  
  ***********************
  FGUA ****************** Manager

• Initial Complaint

  Date:08/01/2024

  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.

  Acct# ******************************* refuses leak adjustment request after multiple request, refuses to account for 35k gallon usage. FGUA website still down since February 2024, representativeshave no idea when it'll be available. FGUA has no authority to operate in ************* as no approval according to PSC emails. How are they operating in a county without approval or authority?

  Business Response

  Date: 08/02/2024

  Upon reviewing the customers account. This account is eligible for a courtesy leak adjustment as per FGUA policy. FGUA policy states that customers are eligible for 1 courtesy leak adjustment with proper documentation. The FGUA will need 3 months of usage after the date of the leak. This customer will need to contact out customer service office anytime after October 26th,2024 to initiate the courtesy leak adjustment review. ************ was called today to be provided with this via phone as well but we have been unable to reach him and there is no voicemail that is set up.

  The FGUA has contracted a new vendor for our customers web portal/ online access. We hope to have this available to the public by the end of this year.

  The FGUA complies with all state and federal regulations with authority to own, operate and serve systems across the state of Florida. 

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22078985
  
  I am rejecting this response because: FGUA never stated what documentation was needed for the credit. Wrong phone number called as wife set up account with her number.   FGUA rep already decided this account wouldn't qualify for credit after numerous calls.   10 months plus without online access to customer accounts is absurd.   Where's the approved legislation for Marion county as PSC only has your approval to work in *******, ***, ****, *******, ***** and ******** with an inter-local agreement.  Also can't locate their Form 990 as they are not for profit organization.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/09/2024

  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 Florida Governmental Utility Authority(FGUA) is not a private company. The FGUA is a multi-jurisdictional entity that is not governed by the ***.  Please contact the *** should you have additional questions.