Complaints

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

close

Find a Location

Florida Public Utilities has 2 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Florida Public Utilities

  1635 Meathe Dr West Palm Beach, FL 33411-2615

• 

  Florida Public Utilities

  PO Box 3395 West Palm Beach, FL 33402-3395

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:02/17/2025

  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.

  Within the last year it seems that customer service and the technicians are on complete disconnect. This is now the third time that they have turned off my gas with no explanation despite everything being paid and up to date. Signed up for their autopay from I moved here just for them to yet again s**** up. I tried contacting their customer service line before closing yet I they transferred me to have the person disconnect. I called their emergency line which even that was of no help because there wasnt a leak. Never seen a utility company that doesnt have an actual emergency line or some sort of customer service ability to see into an account. This is a company that needs to do a revamp of their business methods because right now it seems that the service office and the actual techs dont know what theyre doing. Ive got a newborn and a toddler and to be a paying customer to have this happen again is not only an inconvenience but I have to now find alternative methods for hot water and cooking as well since I have a gas range. Being disconnected from a service you pay for with no violations or explanations is just unacceptable. I wish I can just switch to a different utility altogether but Im unfortunately at their mercy until the morning.

  Business Response

  Date: 02/21/2025

  On February 17, a customer reported that his service was disconnected without notice. He was instructed to call the next morning to schedule the reconnection of service because it was not an emergency.   The ************* Manager researched the account and observed that a representative erroneously created a disconnection order for this premise while processing another customers disconnection request.  
  
  On February 18, a technician reconnected the customers service.  The manager apologized to the customer and explained the details that led to their disconnection.  He also applied a credit to the account as an accommodation for the inconvenience.  The customer expressed his satisfaction with the resolution of his inquiry.   
  

  Customer Answer

  Date: 02/24/2025

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

• 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.

  On July 5th I called FPU to get a name of a licensed contractor that they had approved to do work at my house (add a gas dryer). I was given 4 names and numbers. I asked why this was not listed on their website, and was informed they only give the names out over the phone. I called one of their vendors. He came out that afternoon. We agreed on a price. I had asked him to use the current line that was in the house (attic). He told me he didn't like using flexible lines and thought it was best to run another line on the side of my house. He started the job and then had to leave to go to a Dr ************ Told me he would be back at 8am Saturday Morning. He left a large open hole in the side of my house. I taped up the opening so nothing would be crawling in. He left his hand truck at the end of my driveway too. Next morning he did not show up. About 10 am I called him. He said he needed more pipe and would be there soon. I questioned why he left the opening exposed. He apologized and said he had forgotten. When he initially drilled into the wall, he hit a stud and had to drill another hole leaving a larger opening in the inside wall. When he was done, I told him I was NOT happy that he capped the line in the house. I told him he needed to place a shut off valve there. He advised me that I had to call him for another service call to do that. I told him that is NOT how he was going to leave this. He added the valve and charged me an additional $50. I told him I was not going to argue with him about money, but I would file a formal complaint with FPU. I also told him that he needed to check the lines with soap and water to see if there was a leak. He did that and I noticed the line was bubbling. He told me they spray the water and never really look again. I requested that that he tighten the line to repair the leak. He told me that was not really his responsibility, but he would do it while he was there. FPU has NOT called me back!

  Business Response

  Date: 07/25/2024

  On July 19, the Company provided a resolution that the customer stated satisfactorily resolved his concerns.

  A more robustly detailed response will be provided shortly.

  Respectfully,
  

  FPU Customer Service

  Business Response

  Date: 07/25/2024

  A natural gas customer states that he used a contractor supplied by the Company and is not satisfied with the work performed. He is seeking reimbursement of the $950.00 paid.
  
  On July 12, upon receiving the inquiry, the **************** Project Coordinator asked the Manager of **************** to have his team review the account and contact the customer with a resolution.
  
  In reviewing the account, the following was observed:
  
  On July 5, the customer requested the name of a state-certified gas plumbing contractor to install a new gas line at his home. A representative gave him the names of several contractors but neglected to inform him of the following Company policies; 1) that this information was provided as a courtesy, 2) the final choice was his, and 3) that the Company would not be responsible for any work performed. He called one of the contractors who came out and provided an estimate and started the work.  During the course of the installation, the contractor caused damage to the home which was ultimately unsatisfactory to the customer.  The customer paid $750 for the work performed.
  
  The customer called and informed a Company representative that he was unhappy with the work performed by the plumber. He asked to speak with a supervisor and was told that one would call him back.  In addition, the customer sent an email explaining his dissatisfaction. A supervisor contacted him and explained and recommended contact the plumbing contractor to file a dispute. The supervisor stated that the Company was not responsible for the work or quality of workmanship. He summarized the conversation in a reply email to the customer reiterating that the plumber was of his choosing, was state-certified, and that he should resolve it with the plumber or he could also notify the state since the contractor was state-certified.
  
  The customer ultimately spoke with the Companys **************** Manager who gathered additional details.  During this same review period, the customer was in touch with another company to come out to inspect the work originally done to ensure everything was done correctly, it was found to have been done correctly. This company charged $200.00 for their inspection services.
  
  The **************** Manager, after doing a full review of the matter, spoke to the customer again on July 19 and agreed to reimburse the customers $950.00 expenses. The Manager apologized for the inconvenience the customer experienced and stated payment would be made to him based on the receipts he submitted.  The customer indicated he was satisfied with the outcome and had no further questions. 

  Respectfully,

  FPU ****************

• Initial Complaint

  Date:07/08/2024

  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.

  FPUC has overcharged me many times in the past. I routinely take pictures of the meter reading on the tank since much of the time they do not come out to read the meter. I have sent pictures and complaints via email (the last which is enclosed with this complaint. ************* informed us that 2 meter readers would be out to read the meter. They informed us that the office was told there was no access to our tank, which we responded that there is always access either thru our gate or thru the patio. They read the meter and got the same reading we did. During the month of June, which showed a large usage, we were not even in the state and no one was using our house.We have driven to their office in ****** only to find out that they do not see customers in their offices. I then called from their building and spoke to an employee and voiced my complaint about my bill. When she pulled up the account, she did tell me that there were definitely errors on my account. At that time, I requested to be disconnected from their service. She told be there would be a $75.00 service fee. Driving home from their offices, I received a call from a gentleman who explained there were many issues with my account and they were working on them. He asked me if I still wanted to disconnect their services to which I replied yes.The only appliance in my home that requires propane is my kitchen stove. The majority of the time we use our grill and microwave.

  Business Response

  Date: 08/07/2024

  A propane customer reports she was billed for abnormally high usage and requests the termination of her service.  
  
  On July 9, upon receiving the inquiry, the **************** Project Coordinator asked the Propane District Manager to have his team review the account and contact the customer with a resolution.
  
  In reviewing the account, the ******************** District Manager observed the following:
  On April 5, a technician obtained a reading of 2577.
  
  On April 8, an invoice was issued for $75.28.
  
  On June 6, a technician obtained a reading of 2582.  
  
  On June 10, an invoice was issued for $193.52, including a previous balance of $80.28.
  
  On July 2, a reread of the meter was performed, at which time it was determined that the previous two reads were erroneous due to misreads.
  
  On July 3, the customer requested to disconnect her service. A representative informed her of the $75.00 termination for the disconnection. The customer disputed the fee and ended the call. A representative then called the customer and stated that the $75.00 fee would be waived as a one-time courtesy. He also explained that as a result of the read obtained on July 2, the April 5 and June 6 invoices would be canceled and rebilled for the correct usage. The customer stated that she still wanted to disconnect her service.
  
  On July 11, the customers service disconnected, per her request.
  
  On July 17, a technician removed all Company equipment except the tank. A representative informed the customer that her balance was adjusted due to the billing issue and she had no balance due to the Company.  The customer stated that she was satisfied with the resolution. 

• Initial Complaint

  Date:05/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There are major problems with *** Propane and their billing for the past three years. *** Propane division is NOT a sanctioned Florida Public Utility, and not governed by Florida Public Utilities Commission, who I have contacted and filed a complaint. *** has a natural gas division is separate and not the subject of this complaint.*** Propane have changed ownership several times and the payment address and system has changed at least twice. There are countless times where I have made a payment by check or by ACH and they can't find the payment or flat out just refuse it or lose it. There have been certified / express mail checks signed for that have never been cashed, and their customer support and the technicians, some of which are customers, acknowledge that the *** ******************************************* has major issues. Multiple times payment was made and they still come out onto my property without permission, disconnecting safety regulators and putting locks that leak out gas that I've paid for. *** leak technician that confirmed there is a leak on the lock on 5/13, and we have lost 10% of the gas since the lock was put on. This is fraudulent behavior to cause me to buy more gas.Please also note that the check that was sent by the accountant was returned undeliverable to the address we have for payment and that we do not receive any paper statements and have not received any paper or electronic statements or notices at all from ***. Despite payment being made and acknowledged by the company's system, a 3rd party contracted technician, incentivized to do more damage to get more work, disconnected it anyways despite payment being made, requiring me to get a hotel room for my son to take a shower. The behavior of this company is dishonest, fraudulent, and dangerous. I have filed a complaint to the attorney general and the **** asking for help.

  Business Response

  Date: 05/28/2024

  The customer reports the companys billing address keeps changing resulting in his mailed payments being returned to him.   He further states the company placed a lock on his propane tank that leaked, resulting in 10% loss of gas they paid for.  He requests assistance in where to send his payment and for his service to be restored.
  
  On May 14, upon receiving the inquiry, the **************** Project Coordinator asked the Manager of Propane Operations to have his team review the case and contact the customer with a resolution.
  
  On May 20, the Manager of Propane Operations reported the following:

  
  On April 16, the customers account balance reached $1,829.77 and was designated for disconnection on April 23.
  On April 23, a collections representative contacted the customer to request payment prior to disconnection. The customer stated that he had already paid the balance in full, but the representative explained that there was no record of a payment being made. The customer stated that his accountant would make the payment immediately. The representative credited late fees and finance charges totaling $49.18 as a courtesy, bringing the balance due to $1,780.59.
  On May 9, after the Company had not received the customers payment, a technician was scheduled to disconnect the service.  
  On May 10, a technician disconnected the service by placing a lock on the tank. The tank percentage was 75%.
  On May 11, a payment of $1,780.59 was received.
  On May 13, the payment of $1,780.59 was posted to the account. Later that day, the customer reported the smell of gas near the tank and stated it was draining quickly. The responding technician found no leak and the tank was still at 75%. He advised the customer to contact the office during business hours to discuss the reactivation of service.
  On May 15, a technician was dispatched after the customer requested that the service be turned on. Upon arrival, he discovered that the lock had been tampered with, which damaged the regulator. The technician removed the lock, repaired the damage, and noted the tank at 75%.  

• Initial Complaint

  Date:01/22/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September of 2022 we received a gas bill of $622.38, our normal monthly bill is usually about $35. The $622. was automatically deducted from our account with no questions asked, even though it was 20 times our normal monthly bill. After much difficulty trying to get this straightened out they finally sent out a service man out. He determined that the gas meter was bad and sent them a faulty reading. He said that the meter would have to be replaced but he didnt have ************. I took photos to document his work showing the leaking meter. A few days later a lady from a subcontractor (Precision Meter Repair) showed up with a new meter. I watched her as she struggled to replace the meter. When finished she tried to light the pilot light on the hot water heater and couldnt. She then said I must have a gas leak in my house and it was quitting time so she shut off my gas and left. Finally got a guy who knew what he was doing, found no leaks and turned the gas back on. My October bill shows up and they just took the normal $35. out of the excess money that they had originally taken and didnt refund my balance. I called and asked for a refund on my overpayment, it never came. November bill came, no refund, I called and ask to speak to a manager. She said she saw my request for a refund and would expedite it. December bill shows, they are still taking my payment from the excess, still no refund. I call again and get the name and email of the district manager ************************* ***************** I sent him an email asking for my money back. No response from him. Just got my January bill, still no refund. They should never have taken that much money from my account and certainly should have promptly refunded the overpayment. Right on theyre monthly bills they say they will charge a $5. late fee and 18% interest, that should work in reverse for me. Money is tight, I want my overpayment back. Please help me, my account # is ********* my current credit is $412.66

  Business Response

  Date: 02/01/2024

  Hello,

  On January 23, upon receiving the inquiry, the Manager of **************** reviewed the account and observed the following:

  As of October 12, the customer held a credit balance on his account.
  On November 1, the customer requested a refund of his credit balance.  
  On November 21, the customer reiterated his request.  The representative sent the request to the billing team, but due to an oversight, was not processed.
  On January 24, ****, a billing analyst began the process for the refund.  
  On January 26. a supervisor informed the customer that the check should be received by February 8.  She also applied a $15.00 credit as a one-time accommodation for the delay. The customer expressed his satisfaction with the resolution of his inquiry.

  Respectfully,

  FPUC **************** Team

  Customer Answer

  Date: 02/02/2024

   
  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:01/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My gas was disconnected due to non payment I called the company to request a total amount to have my services restored. I was told The total to have my service restored would be ****** but the total amount on my account is ******. I told ******* that I would be able to pay that amount on Monday.

  Business Response

  Date: 01/26/2024

  Hello,
  

  The customer requests the reconnection of her service.  
  

  
  On January 17, upon receiving the inquiry, the **************** Project Coordinator, instructed the Manager of ****************, to contact the customer with a resolution.
  
  On January 19,the **************** manager reported the following:

  On November 10, an invoice was issued for $315.09.
  On December 6, a late notice was issued for the outstanding balance of $315.09, informing of a disconnection date of December 15.
  On December 12, an invoice was generated for $353.49, including a past-due balance of $315.09.
  On January 3, a technician disconnected service due to non-payment.
  On January 4, the customer requested that her service be reconnected.  A representative informed the customer that service would be reconnected upon payment of $315.09.
  On January 8, the customer informed a representative that she had paid $315.09 and requested reconnection.  A technician was dispatched to reconnect service, but could not because no one was home.
  On January 17, a representative rescheduled the service reconnection for January 18 per the customers request.
  On January 18, a technician attempted to reconnect service, but could not because no one was home. A representative called the customer and received an automated message that the telephone number was disconnected.
  A service reconnection appointment will be scheduled when the customer calls to schedule an appointment. She will be advised that an adult needs to be present in order for the reconnection to be performed.

  Respectfully,

  Florida Public Utilities ****************

• Initial Complaint

  Date:12/06/2023

  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.

  On March 17th 2023, I closed on the sale of my home in ********, **. The address was *************************************************************************. Verify this by looking at the *************** for confirmation/truth.Prior to the sale, i notified FPU that i was selling my house via phone, and ******* let me know it was scheduled for termination/disconnect for march 20th.A couple months after i moved out of state, i get a bill from COLLECTIONS for services being charged AFTER the cutoff date. if this matter is not cleared up, the collection account getting closed, and this taken off my credit report, i will be reaching out to my credit attorney to seek compensation for damages due to incorrect billing on FPU's part. I am not responsible for FPU's mistakes. i emailed and called several times and left messages, and got nothing but a letter from a bill collector trying to collect money i simply do not owe. i haven't lived in the state, nor owned that house since. that is not my responsibility at ALL. fix it.

  Business Response

  Date: 12/14/2023

  Hello,
  

  The customer claims that he was billed for services after he canceled his account and requests assistance with a resolution.
  
  On December 6, upon receiving the inquiry, the **************** Project Coordinator, instructed the Manager of ****************, to contact the customer with a resolution.
  
  On December 12,he reported the following:

  On May 4, an email was received from the customer requesting to stop services as of May 19.

  On May 9, an invoice was generated for $48.38 with a due date of May 30.
  

  On May 19, the customers service was stopped.
  

  On June 7, an invoice was generated for $70.64, for service through May 19, with a due date of June 28.
  

  On July 3 and November 16, a late charge of $5.00 was assessed.
  

  On September 20, a credit of $12.74 was applied to the account to offset HomeServe charges that were assessed on the May 9 invoice.
  

  On November 20, the account was referred to a collection agency.
  

  On December 6, a representative called the customer to discuss his ******************** inquiry and explained that it would be investigated and that he would receive a return call to discuss the findings.
  

  On December 12, a **************** Supervisor contacted the customer and explained that the balance of $67.90 was correct and that no adjustment was merited. The customer stated that he understood but did not agree.

  Respectfully,

  Florida Public Utilities ****************

  Customer Answer

  Date: 12/15/2023

   
  Complaint: 20966075
  
  I am rejecting this response because:
  
  aside from an initial phone call, I never spoke with anyone. So that is fraud for putting words in my mouth that were never said, and I will make it publicly known. My debt attorney will take things from here, as the debt is invalid. The house was sold on st Patricks day. Not may. 
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/09/2024

  On December 18, the customer rejected the Companys response because he stated that aside from an initial phone call, he never spoke with a company representative.
  
  On December 19, a company representative explained to the customer that our records indicate he requested his services be disconnected on May 19.
  
  On January 2, a representative removed all the late fees on the account. The customer requested the Company remove any negative standings from the credit reporting agencies.He also requested a letter be drafted stating his payment of $52.90 fully satisfied the debt. To align with company practices and since the debt was unpaid after multiple invoices were sent, the request was denied. 

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 20966075
  
  I am rejecting this response because:
  nobody in their right mind would pay an invalid invoice without proof it would be removed from their credit report. a simple email stating the collection account is to be removed is all that i asked for after payment, which any other company would do but this one. unacceptable. this would've been taken care of weeks ago had this been done, but they wanted to play hardball, and in the end, i won't be paying for their mistakes.

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

  Business Response

  Date: 01/16/2024

  On January 9, the company removed all the late fees from his account balance and reiterated their final stance that they would accept $52.90 as payment in full.  The customer expressed his dissatisfaction with the resolution and stated he would not be paying for this gas usage. 

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 20966075
  
  I am rejecting this response because:
  It is inaccurate. I simply asked for a letter proving the acct is no longer valid for collections and I would pay it. So do that and it will get paid. Simple as that. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/13/2023

  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.

  On my July and August 2022 statements, I ended up overpaying a total of $1,500. I then filed a complaint with the Florida Public ******************* (****) around September of this year, after which they promised to refund the overpaid amount. They then proceeded to call me on October 26 of this year and instead of simply refunding the overcharged amount as I'd requested, they completely changed the subject, stating they'd refund the deposit that they took from me a few months prior (which happens to be the same amount that was overcharged) as long as I provided some kind of letter from my bank. This makes zero sense to me, since 1) a deposit is something a utility company is supposed to hold on to during the duration of their services to you and 2) I never asked for my deposit back in the first place. It's honestly incredible how a simple request for a refund of overpaid amounts translated, in their minds, to a request to return my deposit. Thus, I'd like to request, yet again, for the $1,500.00. that I overpaid on my July and August 2022 statements to be refunded to me, preferably in the form of a check.

  Business Response

  Date: 11/22/2023

  Good afternoon,
  
  The customer reports the company overcharged her in July and August of 2022 and requests a refund. She also seeks to understand why a deposit has been established on her account.
  
  On November 13, upon receiving the inquiry, a Project Coordinator instructed the ************* Manager to review the account and contact the customer with a resolution.
  
  On November 22, the Manager reported the following:
  
  From March 2022 July 2022, the customers meter reads were estimated because the Meter Transmission Unit (MTU) did not transmit the usage data to the ************* collection unit.
  

  On July 25, 2022, the customers meter was replaced. The technician obtained a read from the meter.  
  

  On July 28, an invoice was issued for $1,497.75, which included previously unbilled usage.
  

  On August 26, an invoice was issued that included the past-due balance. 
  

  On September 13, a payment of $1,497.35 was received.
  

  On September 28, an invoice for $1,609.55 was issued, with a past-due balance of $1,081.23.
  

  On October 18, a payment was received for $1,609.55.
  

  On October 27, an invoice was generated for $479.94.
  

  On November 28, an invoice for $1,017.08 was issued, with a past-due balance of $479.94.
  

  On December 29, an invoice for $1,654.75 was issued, with a past-due balance of $1,017.08.
  

  On January 31, 2023, an invoice for $2,278.34 was issued, with a past-due balance of $1,654.75. On that same day,interest of $5.99 was credited.
  

  On February 2, a payment was received of $1,654.75.
  

  On February 27, an invoice for $1,120.29 was issued, with a past-due balance of $617.60.
  

  On March 23, a payment was received of $617.60. That same day a late charge of $16.80 was applied.
  

  On March 28, an invoice for $1,254.74 was issued, with a past-due balance of $519.49.
  

  On April 6, a payment was received of $502.69.
  

  On April 21, a late charge of $11.28 was applied.
  

  On April 28, an invoice for $ ******** was issued, including a past-due amount of 763.33.
  

  On May 2, a payment was received of $750.00.
  

  On May 23, a late charge of $12.58 was applied. That same day, a past-due letter was issued with a balance due of $838.88 and a disconnect date of June 1.
  

  On May 26, an invoice for $1,576.26 was issued, including a past-due balance of $851.46.
  

  On June 14, the service was disconnected for non-payment of a past-due balance of $838.88 from the May 26 invoice.
  

  On June 15 and June 16, two payments were received, totaling $3,000.26, which satisfied the outstanding balance and established a $1,500.00 credit balance.    
  

  On June 20, the customers usage history was reviewed and a new deposit amount was determined. The current deposit and associated interest were credited to the customers account. 
  

  On July 27, an invoice was issued for $1,387.28, which included a new deposit of $1,575.00 and a reconnection fee of $200.00.
  

  On August 15, payment was received for the outstanding balance and the new deposit.
  

  On September 11,the reconnection fee was waived as a one-time accommodation and credited to the account.  
  

  On October 16, the *** requested a third-party meter test be conducted for the customer.
  

  On October 23, the meter was removed and tested by an independent third-party company. The meter test results indicated that the meter had been operating correctly.
  

  On October 31, a representative informed the customer of the options, available to her in lieu of her deposit, such as an irrevocable line of credit.
  

  On November 22,a ******** Service Supervisor explained to the customer that the July and August 2022 ******** were correct and a credit was not warranted.
  

  Thank you,
  FPUC ******** Service

• Initial Complaint

  Date:11/07/2023

  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.

  I am I Florida Public Utilities customer. I had a payment arrangement last month. I paid 105. I was told that my services would be extended through 11/16. My service was disconnected on 11/6. I was told that I was **** short. My service was disconnected over ****. I have to wait 9 days and I will be charged another reconnect fee for being **** short. It was an honest mistake. I am not trying to cheat the company. It is cold. My family and I are without hot water. I just dont see how this is great customer service. This isnt the first time they have done this. They have disconnected service before the agreed date and charged reconnect fees.

  Business Response

  Date: 11/22/2023

  Good afternoon,
  
  The customer reports the company disconnected her service before the agreed date.  She requests her reconnection fees be waived.  
  
  On November 7, upon receiving the inquiry, a Project Coordinator instructed the ************* Manager to review the account and contact the customer with a resolution.
  
  On November 10, the manager reported the following:
  
  On October 4, a payment arrangement was created for the customer to pay her past-due balance. A representative informed her that if the terms of the arrangement were not met, her account would resume collection activity.  
  
  On October 17, the full monthly payment outlined in the terms of the arrangement was not met.  The companys customer information system automatically removed her from the arrangement and her account resumed collection activity.
  
  On October 24, a past-due notice was issued with a disconnection date of November 2.  
  
  On November 6, the customers service was disconnected.
  
  On November 7, the customer requested her service be reconnected.  She stated that she had not received the past-due letter. The representative confirmed that the letter had gone to the correct address.
  
  On November 9, a Supervisor explained the terms of the arrangement to the customer.   As a one-time accommodation, the customers service was restored and the reconnection fees were waived.   
  
  Thank you,
  
  FPUC ****************

• Initial Complaint

  Date:04/15/2023

  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.

  Twice Florida Public ****************** (FPUC) has taken money out of my checking account as a duplicate payment that I did not owe and after many phone calls, I was told the the last amount, $68.77, would just remain a credit balance on my account for 30 days until the next bill was due. AND twice their system wound by returning the money to my checking account. This time they are actually trying to charge me $30 for "Elec Return Check Fee" when the $68.77 was returned on 3/29/23 which is 12 days after it was taken out on 3/17/23. That and they are insisting on a cashier's check. My bank, ******************** has confirmed that they did not stop payment and that FPUC returned the money. Regardless, this was a CREDIT of $68.77 as I had paid the correct amount due, $95.94 which they did not record until 3/20/23 even though that was the actual payment I made on 3/17/23. I owe them only the current charges of $75.89. This utility has no offices I can take my bank records to, to show them their errors and customer service is practically nonexistent, as you must wait on hold for over 1 hour to get a CSR and be transferred several times before getting a supervisor who cannot do anything about their erroneous records. This is beyond frustrating and I have spent hours on hold and talking to representatives that do nothing. I am attaching all the documents except an email I am waiting on from VyStar stating the money was returned to me by FPUC. has taken money out of my checking account as a duplicate payment that I did not owe and after many phone calls, I was told the the last amount, $68.77, would just remain a credit balance on my account for 30 days until the next bill was due. AND twice their system wound by returning the money to my checking account. This time they are actually trying to charge me $30 for "Elec Return Check Fee" when the $68.77 was returned on 3/29/23 which is 12 days after it was taken out on 3/17/23. That and they are insisting on a cashier's check. My bank, ******************** has confirmed that they did not stop payment and that FPUC returned the money. Regardless, this was a CREDIT of $68.77 as I had paid the correct amount due, $95.94 which they did not record until 3/20/23 even though that was the actual payment I made on 3/17/23. I owe them only the current charges of $75.89. This utility has no offices I can take my bank records to, to show them their errors and customer service is practically nonexistent, as you must wait on hold for over 1 hour to get a CSR and be transferred several times before getting a supervisor who cannot do anything about their erroneous records. This is beyond frustrating and I have spent hours on hold and talking to representatives that do nothing. I am attaching all the documents except an email I am waiting on from VyStar stating the money was returned to me by FPUC.

  Business Response

  Date: 04/27/2023

  The customer reports the Company has erroneously deducted duplicate payments from her checking account.
  
  On April 18, upon receiving this inquiry, a quality analyst reviewed the account and observed the following:
  
  From August 30, 2016, through February 8, 2023, the customer was enrolled in the companys Electronic Funds Transfer (***) payment option.
  On January 30, an invoice was issued for $164.71
  On February 6, a payment of $164.71 was received through ***.
  On February 8, a representative canceled the *** payment option, at the customers request.
  On February 22, a payment of $164.71 was received through the companys online bill pay option EZ-BILLING. The customer inquired why a duplicate payment was made when her account had a zero balance. A representative explained that the customer had scheduled the payment on her EZ-BILLING online account.  The customer stated she was unaware the funds would be applied if she had no balance due. She requested a credit refund as soon as possible.
  On February 24, an invoice was issued for $95.94, which left a credit balance of $68.77.
  On February 27, a payment of $164.71 was returned to the company. An Insufficient Funds (***) letter was mailed to the customer requesting a cash or cashiers check payment be made.
  On March 17, a payment of $68.77 was received through EZ-BILLING.
  On March 20,  a payment of $95.94 was applied through EZ-BILLING, leaving a $68.77 credit. The customer disputed submitting the $68.77 payment. A representative explained the payment was scheduled for February 26 on her  EZ-BILLING online account. The customer requested a call from a supervisor. 
  On March 21, a representative left a voicemail requesting a return call.
  On March 22, a supervisor explained to the customer the online records indicate she manually scheduled an EZ-BILLING payment of $68.77.  A refund would take three to four weeks to process.    EZ BILLING?
  On March 27, an invoice of $105.89 was issued, including a $30.00 *** fee.
  On March 28, a supervisor explained to the customer that a credit would not be issued due to the account having a balance due.  
  On March 31, a payment of $68.77 was returned to the company. An *** letter was mailed to the customer requesting a cash or cashiers check payment be made.  .
                On April 17, the customer scheduled an EZ-BILLING payment of $75.89, which was rejected due to payments other than cash or cashiers check. 
  On April 18, a representative provided the customer an extension for the payment of $105.89 until May 5 and an email address to forward a letter from her bank.
      On April 19, the quality analyst called the customer and explained she would investigate her account and call the customer back with a resolution.   
      On April 21, the analyst reported to the customer that she had reviewed the call recordings and EZ-BILLING payment history. She suggested allowing the April invoice to process before submitting her payment. She would then credit the *** charges and reset her account to allow checks or online payments.  She apologized for the amount of time and inconvenience the customer had spent trying to resolve her EZ-BILLING account. The analyst informed the customer that she would call her on May 5 after completing the adjustments. The customer expressed her satisfaction with the resolution and thanked the analyst for her assistance.

  Customer Answer

  Date: 04/28/2023

   
  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,
  
  *********************