Complaints

• Initial Complaint

  10/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  10/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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 While I have not had late fees imposed, it is blindsiding my bank account to suddenly have double, almost triple withdrawn from my account.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 I'd like a refund or credit for the hours I've spent and inconvenience to suddenly having double and triple withdrawn all at once from my account.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

  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

  09/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  09/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  08/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  08/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  08/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  12/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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.  

• Initial Complaint

  08/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/17 at 9am cst I paid my water bill in full. Bill was late due family has been sick with covid and slipped my mind. 8/17 1030am cst water company turned off water. Spoke to workers and told them Bill was paid and offered to show proof. Was told I had to call office. After many attempts with no answer finally got through and was told that I WAS CALLED THE DAY PRIOR TO ALERT OF DISCONNECTION. I never received a call and customer service rep then said they didn't have a phone number on file? I pay through their app and have my phone number listed on there. I have asked for the $70 reconnection fee to be waived due to lack of ability to alert me with information in their system and the fact that I have never in 15 years required a reconnection. This company continues to be quick to turn of services for a min amount of payment due to charge a fee greater than what services are offered.

  Business response

  08/24/2022

  Pace Water System's policy is to turn off a member's service if the member has not paid their bill for two consecutive months. Bills are due on the 10th of the month. Mr. ******* last payment was June 7th. He had a monthly bill due on July 10th and another due on August 10th that was not paid. On the day of delinquent cutoffs, all services that have not been paid in full by the opening of the office that day are accessed a delinquent fee and turned off. The fact that Mr. ***** paid the bill in the time frame between the official opening and the service repair technician making it to his house is not relevant. PWS asks all members to update their phone numbers yearly to provide them with account information and courtesy phone calls regarding delinquent accounts. While Mr. ***** is correct in that he has not been turned off for nonpayment before, he is routinely late in his payments and as we frequently see, those that get behind in making their monthly payments typically wind up being an extra day late and getting turned off occasionally.

  Customer response

  08/24/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The mission of Pace Water System is to provide our member owners with dependable and quality customer service in water, wastewater, and reclaim water. We are committed to leveraging technological advancements in our industry to ensure our community continues to receive dependable, great tasting, and the healthiest water possible.
  
  Above is the mission statent of this company. My phone number has been updated online from the same website I apparently pay late "frequently". I have noticed the due date is the 10th now. I had it as the 20th on my reminder I set who knows how many years ago. Has it been the 10th for 14 years?
  
  You have failed on the "customer service" as well as "technical advancements" due to the fact your systems inability to use the phone number that was updated. Our family was all sick with covid the month in question and the bill did slip our mind. Quality customer service would have been to call/email anything with a reminder and/or maybe a one time reconnection fee waiver. Instead when I speak to crew who just shut it off with proof in hand of payment. I get attitude and they get same in return. Then when I call I receive and give attitude right back. After reading your comments that seems to be the culture of Pace Water. Just to me and to many of your customers your rigid stance leaves any sort of customer service far behind.
  
  I will collect my pennies and bring them to you on the 10th 10min before closing. I want to ensure you get every penny because that is whats important here.

  Business response

  08/25/2022

  The online payment processor is a third-party payment system that only updates the billing/payment amounts to the account number. Any changes to phone numbers on that site are not transferred to PWS's billing system. We are in the process of a billing software change that will include a customer portal allowing customers to update information such as their phone number that will be incorporated into the billing system. We hope this will improve the customer service experience for you and all of our members.
  
  With the progression to a fixed-base meter reading system, all billing due dates were moved to the 10th. This has been in place for over three years now.
  
  

  Customer response

  08/25/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I did not see a proposed resolution just an explanation of their systems inability to communicate and blame a third party system they have in place. A high percentage of customers do not even receive paper bills. Hence the reason I just go to the website and pay whats due, Update my information there with the expectation that is your site.

*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. ↩