Complaints

This profile includes complaints for Hillsborough County Public Utilities's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hillsborough County Public Utilities

  332 N Falkenburg Rd Tampa, FL 33619-0903

• 

  Hillsborough County Public Utilities

  15610 Premiere Dr Tampa, FL 33624-1330

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:02/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/10/2025, discovered that our water was off so I alerted my husband who double checked and confirmed he indeed paid the bill. I called up there and he even explained what happened as I had it on speaker phone--he simply used the wrong card/account information but he caught himself and provided the correct account/card information shortly after on the same day so they got their money. I started to get upset with the *** because we haven't received no notice and she claim that it was sent out on 2/4/2025 and said we should have gotten it. She lied. That notice just came in the mail on 2/14/2025. So why lie and say we should have gotten it? So they came and cut our water off anyway knowingly as they received their money the same day back on 1/29/2025 around that time and charged us a fee AND an insufficient funds fee totaling $55. For $55 we were inconvenienced! I have young grandchildren here and they did it in the middle of the day!! Then told us it will be the back on the next day from 9am-10 am AFTER we pay $55. Also, when I called to get the resolution, I was stunned to see that although they got their money way back at the end of January on the same day my husband corrected his issue, they still charged and cut us off! WE NEVER had our water cut off in nearly the 8 years we lived here in our new built home. I am ****** because I was lied to and on top of that y'all still got your money the same day and immediately after my husband provided the incorrect information so no fee should have been charged at all and our water shouldn't have been cut off. We are both veterans/elderly and worked our entire lives to be comfortable and don't appreciate the lies and these fees when we did not receive the notice at all like the *** said and again you guys already received your money. Would like the money refunded/adjustment made to our account. See the informed delivery and the notice that the *** claimed we already got that just popped up in the mail today.

  Business Response

  Date: 02/20/2025

  Tell us why here...CALLED CUST *LFT VM*ADV THAT I WOULD BE ABLE TO CREDIT THE $25.00 RECONNECT FEE BUT WILL NOT BE ABLE TO CREDIT THE $30.00 NSF FEE*ADV TO CALL TO AGREE TO THE $25.00 FEE BEING CREDITED TO THE ACCOUNT*PROVIDED DIRECT# W/EXT

  Customer Answer

  Date: 02/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will contact this business on 2/25/2025 to confirm its agreement to refund me a portion of the fee. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:12/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Hillsborough county water shut off my water Sept 2023. My husband and I called to speak with *** advising we didn't have full payment because my husband was new on the job. The *** stated we had to pay $71.16 to avoid service interruption. We paid the amount and the water utility company still shut it off completely and issued a refund of my deposit without giving proper notification or final notice. Then they came by the house and put a lock on the meter in 2024. I contact *** ***** the commissioner to file a complaint. I was penalized for unauthorized use of water and have to pay $375 back water bill for them illegally turning off my services. My neighbor water meter was damage around the same time because she had her tree service stack the cut trees on the water meters. The water company stated my meter was defective and finally changed it out this year 2024. I'm not paying a bill for there error and not making sure they followed procedures. I had to pay to restart my services and pay a final for unauthorized use of water even though I lived here for 6+ years.

  Business Response

  Date: 01/27/2025

  Upon speaking with Ms. ***** on 01/09/25, we discussed that due to non-payment for water services used at her address of 1804 Nova ** since September 2023, services were disconnected and after 7 days, her deposit was applied to the balance and the account closed per ********************** policy. She was advised that and post card or door hanger in question is a courtesy and her bill clearly stated that there was a past due balance that needed to be satisfied to prevent a service interruption. The due date was only for the current charges.   In January 2025, it was determined that there was usage at the property with no active account and a lock was placed on the meter. After speaking with Ms. ***** and advising that per Fl. State Statute ****** Free water and sewer services is prohibited and charges are valid. As a 1x exception, I waived the $25.00 Unauthorized Usage fee and offered a payment arrangement.  Instead of setting up a payment arrangement, Ms. ***** paid the full balance.  Resolution was reached.

• Initial Complaint

  Date:12/13/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Tampa city water is not reading the Meter, because meter is Always filling of dirty to the top, am not receiving a accurate bill every ******* bill need to be adjuster You need to read the meter not estimate bill is not accurate.

  Business Response

  Date: 12/13/2024

  Good afternoon,

  Customer complaint is with City of Tampa.  She needs to contact her water provider at ************.  Hillsborough County Water Resources Department is unable to assist.

   

  Regards,

  Water Resources Department

   

   

• Initial Complaint

  Date:11/07/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July- read wrong meter. *************** an adjustment Sept- three weeks straight I called them and a supervisor was suppose to call me back. Never happened. Everytime I call now I get transferred around. Today 11/7/24, ***** on the customer service line dropped the call conveniently after she wanted to know what exactly she could help me with. I have wasted several hours of my time trying to get answers as to how they are reading meters when large trees have been on the meter since 10/7/24. I believe they are not reading my meter but just averaging what the consumption was based on previous bills, which is what ***** told me today on the customer service line. I would like a full investigation and or a full reconciliation of my acct.

  Business Response

  Date: 11/12/2024

  After premise investigation the meter was able to be read, tree wasn't over meter box. Called spoke to *****, she advised new toilets so she does not think the toilets are running. She will just see what happens with future reads.

• Initial Complaint

  Date:10/21/2024

  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.

  About a month ago I saw a Hillsborough County employee out at my reclaimed water meter. I didn't think anything of it and figured they were there just reading the meter but it was after 5pm. Per the suggestion of my lawn fertilizer company, I was advised to check my sprinkler system because my grass was beginning to die even with all the heavy rain recently. I checked my sprinkler system today and although it was set to on, it was not coming on. I contacted someone to come out and diagnose the system since everything on my side looked fine. They looked inside of the reclaimed meter box(in ground) and the valve was shifted in between the on and off position. As soon as shifting the valve back to where the eyes overlapped (to match my neighbors), the sprinklers came on immediately! It took a lot of force to turn the valve so I know that this couldnt have happened on accident and the only person that was in that meter box was likely the employee that I saw that day. If you review my bill you will see that my latest bill had 0 consumption for reclaimed water. Now I have a bill for having someone come to check my sprinkler system as well as now have to purchase the grass to replace the areas that have now died. I request that this issue be looked into and would like to be reimbursed for my expenses that would not have occurred if the valve had not been turned by your employee.

  Business Response

  Date: 11/04/2024

  REACHED OUT TO CUSTOMER VIA EMAIL TO ADVISE THAT SHE WILL NEED TO REACH OUT TO RISK MANAGEMENT TO FILE A CLAIM. PROVIDED RISK MANAGEMENT PHONE# ************ AND WEBSITE ******** SEARCH RISK MANAGEMENT

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22442830
  
  I am rejecting this response because I have filed a claim with the risk department and no one has reached out to me. I would like for someone to confirm that my claim was received and that someone from the company will be reaching out to me to discuss further before this BBB case is closed.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 11/12/2024

  Sent customer an email response providing ********************** contact ****** ******* and contact# ************ 

  Customer Answer

  Date: 11/14/2024

   
  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,
  
  ***** *******

• Initial Complaint

  Date:09/19/2024

  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.

  hillsborough county utilities took over for windermere utilities. I was required to pay a 200 deposit to windermere and it has yet to be returned. Also, windermere utilities was completing fraudulent meter readings and deposits were required from some residents abd not other. windermere also had no standard fee schedule and any residents that fall under windermere were at the mercy of the owner of windermere abd his determination of what the usage abd sewage fees would be. all of my neighbors are charged different fees per gallon with no real meter reading per month. when contacting hillsborough county who took over i have a bill discrepancy and threats from hillsborough county to cut the water have been made. I have not received but 1 bill since the take over and open requesting the most recent statement there are several fees still connected to windermere even though the county has acquired the windermere accounts. I cannot pay by phone and am willing to even though Im still owed my deposit and the outstanding balance is less then the deposit im owed from the previous utility company. im also being told by hillsborough utilities that the rate im being charged is based on the information provided by windermere utilities and there is zero consistency in any of the billing through windermere, each and every customer of windermere has a different rate and depending on their personal relationship with windermere may not have a bill at all. When the county acquired these accounts there was no info in how my deposit would be refunded or applied to my account and no way to contact the previous owner who is rude abrasive and has lost my payments and many others because his business is a complete mess.

  Business Response

  Date: 09/24/2024

  HAVE MADE CONTACT WITH CUSTOMER MR. HURWITZ, TO ADVISE THAT WE DO NOT HAVE THE DEPOSIT THAT HE PAID TO WINDEMERE, HE WOULD NEED TO CONTACT WINDEMERE ABOUT THE $200 DEPOSIT. MR. BEN HURWITZ REQUESTED LATE FEE $4.11 TO BE WAIVED*GRANTED REQUEST. ACCORDING TO CUSTOMER HE HAS RECIEVED 3 BILLS. THE REASON HE CAN NOT PAY BY PHONE IS BECAUSE CUSTOMER REFUSED TO PROVIDE THE REQUIREMENTS NEEDED TO BE ABLE TO PAY VIA ONLINE OR BY PHONE. THE FEES THAT ARE LABELED WINDERMERE ON THE BILL ARE THE SAME FEES THEY WERE PAYING WHEN WITH WINDEMERE. SOME OF WINDERMERE CUSTOMERS WILL BE PHASED INTO THE COUNTY FEES OVER THE NEXT 5 YEARS. THE COMPLAINTS THAT THE CUSTOMER HAS ARE VALID COMPLAINTS, HOWEVER,THEIR PREVIOUS COMPANY WINDEMERE'S ACTIONS HAS NOTHING TO DO WITH HILLSBOROUGH COUNTY. I AM STILL IN CONTACT WITH CUSTOMER TO PROVIDE A RESOLUTUION TO OTHER CONCERNS THAT HE HAVE.

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently moved to Hillsborough and my first, full month, water bill came out to over $600. I immediately got on the phone with Hillsborough County Water and they ultimately explained that their smart meter is working properly. My bill displays a water usage of almost ****** gallons in one month. They advised me that there were usage spikes to the degree of ***** gallons within one hours time.Looking into this further, it appear there is faulty equipment being used, despite their claim of a properly working meter. Our main water line is 5/8 and at constant pressure, does not contain the potential of providing that volume of water within one hours time.I have since, started reaching out to my neighborhood and found that there are several more like me that have experienced similar issues. Some people experienced bills as high as $1500 for one month, which resulted in no leaks. I have heard from neighbors about similar issues going back as two years ago.Moreover, I have had an irrigation company come to assess my residence for possible leaks. They found nothing out of the ordinary.I believe Hillsborough County Water Department is using meters that are representing falsified or illegitimate values of water usage, and has done so for quite some time.

  Business Response

  Date: 08/14/2024

  On 09/08 @ 4:45 ATTEMPTED TO CONTACT CUST NO ANSWER*LFT VM WITH DIRECT CONTACT AND EXT. As of 09/14 no communication from customer.

• Initial Complaint

  Date:05/10/2024

  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 received an extremely high water bill this month ($381) so we checked the water meter to make sure it wasnt showing that I had a leak somewhere. The glass covering the meter is so scratched/etched that theres no way the company was able to get a read off that meter. I called the *************** and they sent someone out on 5/7 to look at the meter. Although the person that read the meter said numbers were transposed when the meter was first read, he had no problems seeing the meter and will not be replacing the glass. I have pictures clearly showing that the meter is not readable but the *************** is giving me the runaround and wont fix it. My concern is that although my bill says that the read type was actual thats false and I dont see how they will get an actual reading for my next bill

• Initial Complaint

  Date:03/19/2024

  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.

  Hillsborough County Water has yet to provide a credit to our WATER BILL account even after submitting a request for a one-time credit DUE TO THE HOUSE WE RENT HAVING A WATER LEAK THAT THE LANDLORD PAID TO HAVE FIXED. WE HAVE RECEIVED SO FAR 3 HIGH BILLS, $142, $200. and now $142 for water and so far NO CREDIT! We have submitted the form for the credit along with the supporting documentation to show the house had a water leak during month of February 2024 and still no response from Hillsborough County Water

  Business Response

  Date: 03/20/2024

  On 3-1-24, a leak adjustment application was received for *** *********** Account# **********. Upon research by our Accounting department, the customer is expected to receive an adjustment of $-136.80 and will be notified by mail. Also, an attempt was made to reach the customer and a voicemail was left. 

• Initial Complaint

  Date:02/28/2024

  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.

  In December we received a bill stating we had used ****** gal of water called and they stated probably a bad reading and they would send someone out because we live in ******** and couldn't read the meter ourselves and were afraid that maybe there was a leak in the line. They said that they would get back with me. In January we had yet to hear anything no email communication no returned phone call or even a letter. We had a family friend head over to look at the meter but they had put a new meter on the line. In early February we had a family friend staying at the house and they shut the water off. We called and they proclaimed that we hadn't paid the December bill and sorry they didn't call back but were certain the old meter reading was correct, which is a bit confusing as our average reading when we are there may be ***** gal. They said they left a shut off notice on the door even though they knew we were in ********, no letter, no email, no phone call. We paid the bill in order to get it turned back on for our friends out of duress. Then the icing on the cake is today I get a bill with Collection attempt fee $10.00 a service interruption fee $25.00 and a reconnect fee of $25.00 with a bill for $28.54 (1347 gal of water) normal. So one question would be if they can mail me a bill why didn't I receive any notice about the shut off in the mail? I am on a fixed income and this really hurts my pocket book but their customer service has been nothing but poor so I thought something needed to be said. *****************************

  Business Response

  Date: 03/06/2024

  I have been in constant contact with customer *********************/Son (POA). I contacted our Accounting department after review of account and was able to get a 1 X unexplained adjustment approved. Letter was mailed out to Customer for signature. Contacted customer to advise of adjusted amount and other fees would also be reversed as well.