Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/10/2025

  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 called the company to set up arrangements on Jan 13th to prevent water from being turned off. It was determined there was a water leak so in addition was told that we could have a forgiveness once we got it fixed. However they never put arrangement on account and turned water off and had to call and get that fixed and then after that they are now telling me they will not honor what was advised of the forgiveness after we got the leak fixed because our bills were not high enough and it was not a large enough of a leak even though they could see what our bills were when this was offered to start with. They are the only option in Pace for water and they know residents cannot go anywhere else so they have no option but to pay. They dropped the ball and turned my water off when they were not supposed to, I called to prevent this from happening and then now I cannot get them to honor what they offered after I went ahead and paid the $250 they said I needed to pay even though they told me to wait to hear from them and I had to keep reaching out to find out they ultimately would not honor this.

  Business Response

  Date: 02/10/2025

  Pace Water System (PWS) offers a one-time forgiveness policy
  for customers who experience an abnormally high water bill due to extenuating
  circumstances and request the one-time forgiveness. Eligible customers are
  those with a monthly water bill exceeding $250, whereby the customer
  pays the first $250 and PWS covers the remaining balance. Use of the one-time
  forgiveness requires the customer to sign an agreement and pay the $250
  portion, so this policy may have been discussed in general terms over the phone but could
  not have been executed at the time without the signed agreement and payment. PWS
  notifies customers in writing two times (bills) and by phone one time of an impending
  cut-off, and if a customer does not make payment by the cut-off date, service
  is disconnected, which is what happened for this customer. Our records show the
  customer’s payment was received on January 28, following disconnection on
  January 15 for an unpaid bill due January 10.  

  
  Review of the customer’s account shows that excessive water
  consumption (deemed a leak by the customer) has been occurring since August
  2024; however, none of the monthly water bills exceed $250, so the one-time
  forgiveness policy does not apply. Furthermore, the customer has been assessed seven
  monthly penalties over the previous year for late payment of bills. Despite
  multiple late payments, PWS was willing to work with this customer and set up a
  Special Payment Arrangement on January 30, 2025, to spread the past due amount
  over a six-month period. PWS considers this payment arrangement to be the resolution
  for non-payment of the remaining balance of overdue bills.

  Customer Answer

  Date: 02/12/2025

  
  
  Complaint: 22920694
  
  
  
  I am rejecting this response because:

  It was the reprehensive on the phone that told me it was a leak on Jan 13 when I originally called to set up arrangements. Which were not entered into the system correctly. This is when the reprehensive told me that water was being used and nobody was home so there had to be a leak and if we found the leak this would be an option. I asked her to go ahead and put a pmt arrangement on the account while we found the leak so that our water would not be disconnected and she assumed me that it would not. However two days later it was. I had to call back and get it reconnected even though I took steps to prevent this from happening. Then when I called back I get told I am getting a reconnect fee even though it should not have been turned off to start with because I set up arrangements. This is when I tell them the leak is fixed and confirm that the forgiveness is still an option and then at first it is well it was disconnected so no but I advised that it was not my fault the arrangement was not entered correctly and that is when I was advised that the office manager was out on family emergency and I had to wait for her to get back in town to be able to make sure this was still going to get honored. I had to make another message weeks later to even get an update to find out that they did not warrant the "leak" to be large enough to forgive. But suddenly I am getting an alert now that we have an unusually high amount of water usage? How am I advised on more than one occasion that I am able to do the forgiveness but due to they did not enter the arrangement and the water was turned off I am that is being sighted as one of the reasons then after we pay the $250 it is also being sighted that we never had a bill high enough to warrant the forgiveness? Business honoring what they advise their customers needs to be a thing again. I will make it know on every outlet how this is handled. I have already reached out to county commissioner. They may not be able to reprimand them but I will make sure my voice is heard and work on change within our county for my fellow citizens! I work hard for my money and I know my fellow neighbors do as well. I do not have a problem paying my bill, but when I am advised this is an option not once but twice and just advised I need to wait on her to get in the office to finalize it and I don't hear back and have to reach out to find out otherwise is unacceptable. 

  
  
  
  Sincerely,
  
  
  
  Beth *******

• Initial Complaint

  Date:10/21/2024

  Type:Product 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 my account with Pace Water Systems closed 3 months ago. They were supposed to send me a refund check for $108 and will not send it. Every time I email them they continue to tell me it’ll take another 4-8 weeks to send. They will not answer their phones nor will they return voicemails.

  Business Response

  Date: 10/22/2024

  Pace Water System apologizes for the delay in processing the refund to the customer, but a check in the amount of $108.68 was issued immediately upon notification.

• Initial Complaint

  Date:10/09/2024

  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.

  I have autopsy set up. 3 times this year it has not been processed properly. While I have not had late fees imposed, it is blindsiding my bank account to suddenly have double, almost triple withdrawn from my account. I checked with my bank and there's no issue on my end. I asked in person at the water office and they couldn't see what customer service was talking about in their email response. On email I was told the payment was returned July 19th. So it was added to the August bill, which just got processed today, Oct 8th. Reading other complaints I see similar issues earlier this year. Which is when I experienced it before. But whats the explanation now? My online account doesn't even reflect the same payments they are actually withdrawing. Nothing matches. Either they need IT to fix their system, or fix employees if payments are done by manual input to process. This is just negligence. I'm on autopsy to ensure it's done timely and properly. If I have to stop autopsy to ensure payment is timely, then I expect to be paid hourly wages for doing their job for them. I'd like a refund or credit for the hours I've spent and inconvenience to suddenly having double and triple withdrawn all at once from my account. Being a monopoly, which they are as residents have no choice in water companies, doesn't allow for such dereliction of duty.

  Business Response

  Date: 10/14/2024

  Pace Water System, Inc. (PWS) implemented a new billing
  system at the beginning of 2024 and recognized early on the issues that arose
  with some of the new automatic payment setups. Our customer service staff
  worked with customers individually to ensure as timely a resolution as
  possible. We understand an auto-draft issue occurred at the beginning of the
  year for this customer and apologize for the inconvenience it caused. However, automatic
  payments have been drafted correctly for this customer since June. In no way
  does PWS draft bank accounts by manual input.

  The customer’s meter was changed out on July 11, 2024, and
  prior to this date, the meter was reading zero gallons consumed per month.
  Therefore, the customer was only billed the minimum amount. When the new meter
  was installed and began reading correctly, the customer began being charged for
  the actual consumption. Because the new meter was installed in the middle of a
  billing cycle (July 6 – August 5), the meter was not registered in the billing
  system until the following month and a bill was not generated for the partial
  cycle. Instead, the bill due on October 10 included the gallons used between
  July 11 and September 5 and was paid by automatic payment.
  

  Due to the inconvenience caused the customer in the billing
  process, PWS has now issued a credit to the account for the water usage between
  July 11 and August 5 and considers the complaint settled.

• Initial Complaint

  Date:09/17/2024

  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.

  Final bill $92.65 as well as a random $26.08 additional charge was debited from my bank account on 9/15/24. Company is not returning $150 deposit for services as they are also taking the bill from there. I am being double charged.
  Services discontinued 8/23 but meter not read until 8/30. Myself and new homeowner are both being charged from the dates between 23rd and 30th.

  Business Response

  Date: 09/18/2024

  A detailed statement of the monthly billings, charges,
  payments, deposit, and a running balance was provided to the customer via email
  and explained in person at the Pace Water System (PWS) office on September 17
  (attached). The customer disconnected services effective August 23, and a final
  monthly bill through that date was generated on August 30. As of August 30, the
  customer had two bills in the system: one for the period of July 6 through
  August 5 ($92.65), and the second for the final partial month ($83.43) plus the
  previous balance from July 6 through August 5 (+$92.65) minus the deposit (-$150).
  As shown, the total for the second bill was $26.08 and is not a random charge. Autopay
  had not been discontinued, so the customer’s account drafted both bills on the customer's selected draft date. Therefore, the customer will be receiving a refund check for $92.65,
  the amount that was drafted through both bills. This refund amount is shown on the statement that was provided to the customer.

  
  The customer’s final bill was for the monthly minimum, so
  there is no proration based on the date of the read. No one was billed for the
  time period between this customer’s disconnection and the connection of the new
  customer’s service.

  
  It was PWS’ understanding that the questions were addressed
  in person on September 17. Since there continues to be misunderstandings, PWS is happy to work with the customer in person or via email if this response
  is not clear.

  Customer Answer

  Date: 09/18/2024

  
  
  Complaint: 22299075
  
  
  
  I am rejecting this response because:

  Amount paid 92.25 + 26.08 + 92.65 = 210.98
  All taken from my account.  

  The 92.25 was paid August 16th, September 16th 92.65 and 26.08 were paid to your company. Still zero explanation where the charge of 26.08 came from, as such the deposit of $150 + $26.08 is still owed back to me. 

  I came in person and was given no explanation just handed a piece of paper with a circled 83.43, and was told they would cut a check for 92.65. I was also blamed for your fraudulent and predatory practice of charging late fees every month to people who use autopay.

  
  Sincerely,
  
  
  
  Valentin *********

  Business Response

  Date: 09/19/2024

  The amount of $92.25 was due by August 10, paid on August 15
  (see attached) and was for the billing period of June 6 through July 5, a
  different month and different amount than originally questioned by the customer.
  Since the rejection of the response provided by PWS on September 18, we met
  with the customer again in person on September 19 to explain the bills and the
  refund amount.

  
  The response provided by PWS on September 18 documents the explanation
  of the final bill of $26.08 = $83.43 + $92.65 - $150.00, and we agree that the
  $92.65 for the period July 6 through August 5 was charged and paid twice
  through the auto draft of two bill amounts on September 15 ($92.65 and $26.08 paid). The attached
  running balance, which was provided to the customer via email on September 17
  and discussed with the customer in person the same day and on September 19,
  shows that the customer will receive the refund due of $92.65.

  
  Payment of a PWS bill is due on or before the 10th of every month, which is stated on every bill, and setting up an auto pay
  schedule of the 15th of every month (5 days after the due date) results
  in late fees being applied. We only charge late fees when a customer pays a
  bill after the 10th of the month, not to anyone set up for auto pay.
  The late fee policy is stated in the PWS Water and Sewer Usage Agreement,
  provided when a prospective customer requests service. 

  Customer Answer

  Date: 09/19/2024

  
  
  Complaint: 22299075
  
  
  
  I am rejecting this response because:

  My bank account was drafted the $26.08 and $92.65 on 9/16/24. The money from was debited from my account and also deducted from the $150 deposit. 
  

  Furthermore, how was the final bill $83.43 when services were disconnected on 8/23? The meter was not read until 8/30 and I should not be charged for the water used when I did not have services connected. 

  
  Sincerely,
  
  
  
  Valentin *********

• Initial Complaint

  Date:09/13/2024

  Type:Billing 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 have been signed up for auto pay with pace water systems from the beginning. They went through a merge of there systems which caused the auto pay to have issues. I reset it up with the new system which for a little it worked. Online it still says I am set up for auto pay but they have failed to withdraw. They have been charging me late fees due to there issue. I confirmed with my bank there is not problem on my end and they fail to take responsibility. I have told them the bill will be paid in full as soon as they remove the fees. This company needs to be held accountable for the actions. I am also going to be writing to the attorney generals office about this as well.

  Business Response

  Date: 09/16/2024

  This customer contacted PWS several times in September
  regarding late fees associated with his account and was told that the account
  was set up properly for autopayment of his bills, so he should check the payment
  information for accuracy. On September 12, after another email about auto pay,
  a PWS Customer Service Representative reviewed the account and found the
  payment on the account had been declined twice, resulting in late fees. An
  email was sent to the customer describing such and recommending he contact his
  banking institution to resolve the problem. On September 13, PWS Management was
  made aware that the customer had sent two emails containing threatening language
  (e.g., “You have messed with your wrong persons finances”) and extensive
  profanity. One of the emails indicated the customer had contacted his attorney.
  PWS Customer Service checked the account again and found the problem to be on
  the payment (customer) side and not on the PWS billing side. PWS replied to the
  emails within one hour of receipt (see attached) to 1.) repeat the
  recommendation of contacting his banking institution, and 2.) state that we
  would not respond to future threats or vulgar language. We also stated we would
  be willing to speak with his attorney by email or appointment. At this point,
  the customer called our office no less than eight times in a three-minute
  period, then later 31 times in a 30-minute period. To ensure the safety of our
  front office employees, PWS Management called the customer and agreed to a one-time removal of less than $18 in late fees.

  Customer Answer

  Date: 09/17/2024

  
  
  Complaint: 22280562
  
  
  
  I am rejecting this response because of the lies that have been discussed on the response. I accept the overall resolution to have the fees waived because that is overall what is needed, correct, ethical and legal. The initial contact with Pace water was not bad they just flat out refused to take responsibility when they were wrong. They did ask me to check with my bank which I did do, and I did tell them which was conveniently left out. **** ******* confirmed that there were zero attempts by pace water systems to pull any money whatsoever from my account. Pace water could not fathom at all that the issue was on their side. I was not demanding compensation from them or asking for a discount on my bill. I was demanding to pay what I owed and not a penny more. Because of their refusal I was forced to get nasty verbally through emails and phone calls because they proved that being nice did not work with them, presenting facts does not work with them. On top of this their staff further refused to do their job by picking up and hanging up their phone when they saw my number on the caller ID. If I do not have the option to switch to another utility company for service due to their monopoly, then they do not have the legal option to refuse service such as answering phone calls when I am a paying customer. This company has been known to bully consumers and they are messing with a 100 percent disabled vet that will not stand for it. There needs to be a major firing of staff at this location and the community needs to know what they are doing and stop them. My rejection is at this point demanding for a public apology for their actions as well and to take responsibility. My bank will also be providing a letter soon to provide further evidence that there was no error on my side. 
  
  
  
  Sincerely,
  
  
  
  Corey *****

  Business Response

  Date: 09/18/2024

  Pace Water System removed the late fees associated with the account on September 16, and the customer paid the bill on September 17. This situation has not been made public by Pace Water System nor has the customer's identification been divulged to anyone, so no further action will be taken.

  Customer Answer

  Date: 09/19/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22280562, and find that this resolution is satisfactory to me.
  
  
  I would like the BBB to post this on their website for others to see the illegal bullying that this utility company has done to me as a disabled veteran.
  
  Sincerely,
  
  
  
  Corey *****

• Initial Complaint

  Date:08/26/2024

  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 bill has skyrocketed for the second time since living at this address. My monthly usage went from 8254 units to 42971 units. I live by myself. My normal total is around $25. $66 was already doubled for last month. I need my bill corrected. I'm at work all day. There is NO way possible for me to have used that much water.

  Business Response

  Date: 08/27/2024

  Unfortunately, from time to time, an anomalous bill will be
  generated that shows an unusually high water consumption. This may be due to a
  meter being changed out or malfunctioning, an erroneous transmission of data,
  or a leak at the property. Pace Water System works diligently to minimize such
  occurrences and always seeks to find the source of the problem when the customer
  notifies Customer Service of the bill either through email, by phone, or in
  person. We also have a contact form on our web site that is transmitted as an
  email to Customer Service. Now that we are aware of an unusually high bill, we
  will research the source of the problem with this account and make any necessary adjustment. 

  Customer Answer

  Date: 08/29/2024

  
  
  Complaint: 22195877
  
  
  
  I am rejecting this response because:
  
  Customer service reached out and stated that I must have a leak. But the usage randomly stopped on July 18th, I believe. I informed her that I live alone. I don't have a working dishwasher, washing machine, sprinkler systems, etc.  My monthly bill is normally the $25 minimum. Her other response was that somebody may be using my water. 34,717 units is a very unusual increase. I do not have any leaks. I had 5 other occupants in my house over a year ago and my bill never reached $100. I would like to see my bill decreased.
  
  Sincerely,
  
  
  
  Kayla *******

  Business Response

  Date: 09/04/2024

  When a customer’s service develops a leak in a pipe or
  fixture, the additional water flow will show every hour until the leak is corrected,
  irrespective of the time of day or day of the week.  When PWS learned of the customer’s complaint (August
  27), staff pulled the meter readings and found a pattern indicative of such
  excessive flow that began on July 4 and ended on July 18, uninterrupted, at
  approximately 116 gallons per hour. The customer indicated nothing was used
  excessively or differently; however, a leak outside the house or a running
  toilet, for example, are less noticeable than some types of leaks.

  
  If a leak occurs on the customer’s side of the meter, it is
  the customer’s responsibility to assess the problem and make the necessary
  repairs. In the case of learning of a problem over a month after it stopped, it
  is impossible for PWS to offer any assistance in identifying the problem, other
  than noting that the meter was working properly and recording a steady,
  excessive hourly water consumption. We did not conclude that someone else could
  be using the water (see attached email chain). PWS would have no way of ascertaining the source of the
  excessive water consumption without entering the property, and our employees do
  not enter private property.

  
  The customer asked if anything would be changed about the
  cost, and the most recent correspondence is as follows: “Good morning. We can set
  up a payment plan for you. I have notified our Customer Service Supervisor, and
  to set up the plan, please email [email protected].
  You can also stop by our office Monday through Friday between the hours of 7:00
  and 4:00, if that is more convenient. Please note that we are closed next
  Monday for Labor Day.” The customer has already asked for and received a forgiveness
  through the PWS one-time forgiveness policy in late 2022 for high consumption,
  attributed by the customer to a running toilet tank.

  Customer Answer

  Date: 09/09/2024

  
  
  Complaint: 22195877
  
  
  
  I am rejecting this response because:
  
  I would not like a payment plan. I previously submitted almost a year's worth of water bills. Ranging from 2 to 6 people living in my house. My bill has never been up to $100 using water normally. I've been living alone since February. To say a leak randomly started and then shut off BEFORE I even knew about it doesn't add up. The first instance was almost a $500 bill where they tried to say that my toilet tank leaked 80,000 units. This time it's over 40,000 units used. And I have no leaks inside or underneath my house. Unless the bill total is significantly lowered, I will not be happy or pleased. 
  
  Sincerely,
  
  
  
  Kayla *******

• Initial Complaint

  Date:08/19/2024

  Type:Billing 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.

  Pace Water System Inc implements a new system for accounts and bill pay in feb/march of this year, this new system cancels or stops Auto Pay on current accounts and the business fails to properly notify its members. When spoken to, a representative admitted that this has been an ongoing issue, and many people did not get proper notification. They claim they sent out the notification on the standard paper bill, but did not include emails or other ways to ensure notification. PWS' own stated standard operating procedures state they will cut off water within 3 months of delinquent payments, but my water was not cut off until 6 months. Conveniently for the company... they state they had an interest and late fee dismissal policy until June which would have been 3 months when cut offs should have occurred. Instead, they let a loyal 7-year customer be unknowingly delinquent for 6 months, long enough to accrue hundreds of dollars in extra fees, and long enough to no longer honor their forgiveness policy due to THEIR own action that stopped the auto payments. Two valid forms of payment remained active on the account and could have been used to make continued auto pay payments that had been occurring without issue for years. The current bill I estimate is at least double what the normal service charges would be, but I cant even see the proper documentation online because not all of the account history appears to have made it onto the new system. I believe this was intentional negligence on part of the company to extract extra fees from people and considering how utility services are a legal monopoly in this country I served, there is no other option for citizens like me.

  Business Response

  Date: 08/20/2024

  Pace Water System, Inc. (PWS) implemented a new billing
  system at the beginning of 2024 and had announced the upcoming change in prior
  months to provide customers with advance notice. Because the billing system
  provider changed, autopay information could not transfer for security reasons. Several
  unforeseen billing issues were addressed in the early months of the year,
  including account number changeover and email notification delays/errors. As
  the result, PWS made the decision to waive late fees and delinquent cutoffs for
  customers until such a time that the billing problems could be resolved. Each
  month, bills provided relevant details of the system switchover, including the
  instructions for re-enrolling in autopay or paying bills over the phone, in
  person, or online. In addition to the regular bills, periodic updates were
  provided on the PWS website, and the customer service team responded to many
  voice, email, and in-person inquiries on a daily basis. As of July, after 6
  months of waiving late fees and delinquent cutoffs, customers were notified
  that such would resume beginning in August. Customer service representatives have
  been working individually with customers who previously had online automatic or
  ACH payments under the old system to remove late fees and delinquent charges.

  
  The PWS billing system shows that the reporting customer was
  receiving paper bills at the mailing address on file prior to the billing
  system changeover, because there was no email address on file. Therefore, the
  customer should have received notification of the changes. The customer would
  have been receiving a paper bill until such time that the new account number
  was set up in the new billing system. The reporting customer can contact PWS
  customer service at [email protected] to have the late fees and
  delinquent charges removed by a representative, as other long-term autopay
  customers have done.

  Customer Answer

  Date: 08/23/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22155948, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Bijan ********

• Initial Complaint

  Date:07/26/2024

  Type:Product 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 a follow up complaint as the original one has not been resolved, in spite of assurances from the company. We closed our account with this company on 1 May 24 and as of today, 26 Jul 24, we have still not received a refund of our security deposit. In the earlier complaint the responded that I was told it would take 8-10 weeks to get my refund but that time has long passed. I believe they keep the money as long as they can in order to draw interest, increasing their profit line. I received service from this company for 10 years, at **** ********* ****** Pace, FL with no late payments and like many others, received only mediocre customer service.

  Business Response

  Date: 08/01/2024

  This refund check was cut and mailed out in late June to the forwarding address provided by the customer which was a PO Box.  Correspondence as of the last week of July listed his address as a street address.  The refund check previously issued has been voided and a new refund check is being issued and will be mailed to *** ******** **** **. as requested.  

• Initial Complaint

  Date:08/17/2023

  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.

  Pace Water turned off my service for non payment without providing the cut off time for payment 5 minutes before the close of business on Friday afternoon August 11, 2023. They did not provide any instructions for cutoff times for payments. The date the service would be disconnected. The service was terminated with no prior issues on August 16th at 1:54pm. The payment was made in full for the account balance at 2:16pm. Pace water service refused same day reconnection even though their website states same day reconnection after 2pm has a 40.00 fee. When contacting them numerous times. Every representative disconnected the call without warning and refused to acknowledge that there are people inside the home with medical requirements to water. No former documents have been provided to Pace Water for this and at no time a process provided for such situations or any future situations and they refused to acknowledge any process for completing such requests. Pace water states that payments are required by 11am in order to prevent disconnection, however this also is not stated on their website or any documents that have been sent. Additionally refused to honor what their website states regarding reconnection. There is no dispute of the amount of the bill and had we known the date of service the services would be terminated or any such arrangements that could be set up, this situation could have been avoided. I request that you also obtain recordings of the many calls where you can hear the state of panic through anxiety attacks repeatedly while trying to explain the dire situation they caused unnecessarily as well at their representative telling me go to the ER. The company lacks professionalism and violates their own guidelines listed on their website and the lack of information that is provided on their website.
  Customer number 69342

  Business Response

  Date: 08/17/2023

  PWS's delinquent account cutoff procedures do not cut off a member's account until they have failed to pay two months' bills and are in process of being billed for a third month.  The second month's bill clearly states " Your account has a past due amount of $X.  Your service will be disconnected and a $75 delinquent fee will apply if full amount is not paid by due date."  The due date is listed on the bill as the 10th of the month.  A courtesy callout was performed on August 11th notifying members of the late status and the pending delinquent turnoff to those with a current working phone number.  Additionally, delinquent cutoffs did not occur until the 16th of the month. A same day reconnection is offered for an additional $40 fee if the account is paid in full.  To date the account still is not paid in full as there is still an outstanding balance of the $75 delinquent fee.  While we are apologetic to the disruption of the member's service, PWS provides multiple methods to ensure bills are paid on time to avoid disruption of service.  Every member who is disconnected for a delinquent account has a story or issue as to their situation.  PWS can not place one members' situation above anothers.   

• Initial Complaint

  Date:12/15/2022

  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 was recent billed by Pace Water for 10/04/2022 to 11/04/2022 with an amount of $431.58. Said I used 76,960 gallons of water. My highest usage was dated back to May 2022 with using 7,767 gallons of water. And that was with running water to the house next door for renovations on top of living in a house of 4. I have had a toilet running for about 4 months now and my highest bill was back in May at $48.34. For my bill to just randomly go up $400 does not make since. I have reached out to the community and there have been others that came forward saying that their meter was running and it was faulted by Pace Water Systems and others that had the same issues I'm currently having. I have 5 people including myself in my house and it's been that way since about August and my bill was always around $30. I cannot make since of this and I will be having an extremely high bill next moth too because Pace Water does not notify their customers when their meter is running noticably more than usual. I'm not the only person having these problems and it us the only water company in Pace so we have no choice but to stay with a company that repeatedly causes problems with their customers. Something not right within this company and their management.

  Business Response

  Date: 12/15/2022

  Ms. ******* did have a leak that begin in October and she noticed it with a high November bill.  When she called and it was verified that she had continuous usage, she fixed her leaking toilet. In September it was announced on our website that all members had the ability to receive alerts and monitor their usage via an app on their phone.  Additionally, the November bills included a flyer that described the same ability.  All of our members have the ability to monitor their usage and receive alerts of leaks.  The water system does not monitor accounts for continuous usage due to this member capability.