We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Utility Water Company

Palm Beach County Water Utilities

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Utility Water Company.

Complaints

This profile includes complaints for Palm Beach County Water Utilities's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Palm Beach County Water Utilities has 6 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.

    Please enter a valid location.

    Customer Complaints Summary

    • 14 total complaints in the last 3 years.
    • 5 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/25/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      Paid bill shut off my water. Spent hours on the line. They did not process payment correctly through there system, charged me $105 fee

      Business Response

      Date: 04/01/2025


      On 3/24/25, Customer contacted ******************************************* to transfer water service. Due to customer's account having more than two (2) past-due notices within a 12-month period, they were required to pay a new deposit of $****** and a $35.00 activation fee. In accordance with our Uniform Policies and Procedures Section 2.2.1 (7): The department reserves the right to reinstate the Account Deposit requirement if the customer does not continue to meet the GMC (Good Month Calculation) requirements.

      Although customer did experience a short interruption in service due to a system malfunction, they were not charged because of the error but charged for a deposit reinstatement of ****** because of the two or more past due payments. Due to the system malfunction Water Utilities will credit the $35.00 activation fee that customer paid to transfer their service to a different address. Customer should see this credit reflected in their next billing statement.

    • Initial Complaint

      Date:03/11/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Faulty Meter. In the last year and a half, the prices we have been paying are extremely outrageous except for a couple of months. The pipelines throughout the house have all been examined and there is not a leak in any of them. The use of water is very moderate and the fluctuation in the monthly bills is just ridiculous. The resolution for this is we would like the meter to be fixed, a proper billing adjustment and a refund to all excess spending we have paid in the past year and half.

      Business Response

      Date: 03/21/2025

      After further review of the customer's account, ***'s field staff conducted a data logger analysis to monitor hourly usage. The results indicate continuous water usage every hour on the hour, suggesting a potential leak or another issue within the customer's home.

      to assist the customer in identifying and resolving this issue, staff will contact the customer to help troubleshoot the problem. In the meantime, we recommend checking for any visible leaks, running toilets, or malfunctioning appliances that could be contributing to this usage. 

    • Initial Complaint

      Date:03/06/2025

      Type:Product Issues
      Status:
      Answered
      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.
      They owe me a refund of ****** they said that it would take 4 to ,6 weeks before I receive it. They said it was sent out Jan 6, 2025. I still haven't received it yet.

      Business Response

      Date: 03/18/2025

      Following our investigation, Palm Beach County Finance has confirmed that the original check was mailed out on 12/06/2024. As of today, March 17, 2025, the check has not been cashed. An indemnity form was previously sent to customer with instructions to complete and return to Palm Beach County Finance. This form is required to stop payment on the original check and issue a replacement.

      As we have not yet received the completed form, we kindly request that the form is returned as soon as possible so we can proceed with reissuing the check. If you need another copy of the form or have any questions, please contact **************************** at ************. 

    • Initial Complaint

      Date:02/07/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Disconnection of services

      Business Response

      Date: 02/10/2025

      Palm Beach County Water Utilities is committed to providing ************** to our customers. We take every complaint seriously and strive to resolve concerns efficiently. To better assist the customer ******************************************* is requesting some additional information, such as an account number and /or service address. 

    • Initial Complaint

      Date:04/08/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      PALM BEACH COUNTY WATER IS CONSTANTLY CHARGING LATES FEES AND OTHER ADMINISTRATIVE FEES THAT IS AGAINST FEDERAL AND THE STATE OF FLORIDA GUIDELINES. Repeately informed your customer service department, to send paper bills to a completely different address to but refuse to do so. Not receiving my bills through email on a timely basis TO PAY THE ***** Your hold time through the customer service department is extremely long & non professional. PLUS I HAVE DISCUSSED MULTIPLE TIMES IN THE PAST TO SEND PAPER BILLS TO ANOTHER ADDRESS.YOU ARE BEING REPORTED F/ UNLAWFUL ACTIVITY THE FLORIDA STATE COMMISSIONERS OFFICE AS WELL AS THE CFPB.Your activity is illegal & is against federal & state statute. ******* of the Florida ****************** Trade Practices Act (FDUTPA) Price gougers are subject to hefty civil & criminal penalties. In addition to all remedies FDUTPA provides, a court may impose a civil penalty of not more than $1,000 per violation, the aggregate of $25,000.PALM BEACH COUNTY CODE Chapter 9 CONSUMER AFFAIRS Ordinances *****/ ***** WHEREAS, Florida Statutes Chapter 125 (County Government) authorizes the County Commissioners of Palm Beach County to enact such ordinances as are necessary to protect the health, welfare of the citizens of Palm Beach County; Part II of Chapter 501, Florida Statutes (1991), Florida ****************** Trade Practices Act, prohibits unfair methods of competition & unfair or deceptive acts or practices in conduct of any trade/commerce, & authorizes local governments to enact consistent consumer protection ordinances LATE fees that you charged are deceptive, as my billing invoice hitting my inbox arent arriving on a timely basis. Not sending my invoices in advance of the bill date to make more money through your fees/administrative costs. Proof will needs to be sent my invoices via email /date Once AGAIN MY INVOICES ARE NOT BEING RECEIVED AT ALL LAST thing your organization needs is another lawsuit in Palm Beach County

    • Initial Complaint

      Date:02/15/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      We have been attempting to setup service for a business within Palm Beach County and have been having an extremely and needlessly difficulty time doing so. We have called multiple times and received varying instructions on how to open an account for our business. We have businesses in various states and have never encountered these same issues. In fact, account setup literally everywhere else has only required a 15-minute phone call. As well, the ***** we are having to go through is absolutely ridiculous. So far, we have provided Articles of Organization, the non-residential application, EIN Letter, letter of authorization from our CFO, drivers license of our CFO, and Company Page AND IT IS STILL NOT ENOUGH. We are now being told we need THREE applications because the location has three water lines. WHY?! There is nothing on the application that talks about water lines, nor was this ever advised during the multiple calls we have made. I genuinely feel like this is being done on purpose and that we are being purposefully blocked from opening the account. The *** ********************** is not gold, its water, and the process shouldn't be this complicated and exorbitated. I would appreciate someone of authority to contact me and work with me to have these issues resolved and our account opened.

      Business Response

      Date: 02/27/2024

      Assistant Director of Palm Beach County Water Utilities, called and left a message along with contact number for a return call.  

    • Initial Complaint

      Date:09/14/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      **************** is not a customer service. Palm ******************************************* should fire everyone in that department who is not customer service ready and put an AI that is smarter than the people hired. Im so tired of calling a company that is supposed to collect my money and they act like they dont want to be there. It makes me want to be like you guys are so smart and usefu. SIKE you guys are pointless and no help. Yall **** and if yall went out to any hospitality place places recently takes some F******* notes!! Disgusting your guys work ethic and Im younger than yall and dont act snobby and like I know everything. Its not about yall so take your self minds out of it!!!

      Business Response

      Date: 09/25/2023

      Unfortunately, I am unable to assist at this time because theres no formal complaint; the customer merely included insults directed at the staff. I also reviewed customers account and there are no additional fees charged to customer, apart from those associated with their consumption. 

    • Initial Complaint

      Date:08/23/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Palm Beach County Water Utilities are holding a vital public utility service for struggling families hostage and intentionally inflicting emotional distress when a person is unable to make a payment on time. I have been out of work and trying to make payments for my exorbitant water utility bills from my Veterans Disability Check that comes once a month. On August 9th, 2023 my water was shut off unless I paid ~$79 and I was told that I had to pay in cash because they would not accept a debit or credit card from me for 12 months because I missed a payment. Being disabled and unable to pay in cash, and provided no extension or additional help, I had to sell items and get a ride to pay my bill. My water was restored on August 10th. Then, again - in the same month - on August 23rd, my water was shut off again. Now, I need to pay ~$159 to start my water and I need to pay in cash, they confirmed they cannot extend my service for another week while I wait for my veterans disability check. I explained that I have job interviews, I blew out my knee and I am on crutches, and they said there is nothing they can do and referred me to the community services (which is incidentally not accepting new applications). Additionally, I requested a credit for late fees since they did not disclose the exact amount of money owed, and I was denied the request to inspect my water lines to see why my water bill accumulated to over $306 after I paid ~80 11 days earlier. I BELIEVE THE PALM BEACH COUNTY WATER UTILITIES IS ACTING AGAINST THE BEST INTEREST OF THE RESIDENTS OF *******, USING A NECESSARY PUBLIC UTILITY DECEPTIVELY, INTENTIONALLY INFLICTING EMOTIONAL DISTRESS ON STRUGGLING RESIDENTS, AND ARE GUILTY OF GROSS NEGLIGENCE AS A DUTY TO THE PEOPLE OF *******. THERE BUSINESS PRACTICES ARE JUST PLAIN WRONG, THEY HAVE A RESPONSIBILITY TO DO WHAT THEY CAN TO ACCOMADATE PEOPLE OF THE COMMUNITY AND NOT CAUSE MORE HARDSHIP. They have not tried to resolve the issue and I want $306 credit

      Business Response

      Date: 09/07/2023

      As a vital public utility, Palm Beach County Water Utilities (WUD) has established uniform and non-discriminatory regulations, policies,standards, and utility fees for proper administration to all rate payers (customers).In accordance to WUDs Uniform Policies and Procedures (UPAP), if a customer has more than one (1) dishonored payment in any previous twenty-four (24) month period, the customer will be placed on cash only status for a period of not less than twelve (12) months (Exhibit A).This customers account was placed on cash only status because he submitted two (2) dishonored items, not because he missed a payment. As a courtesy, this customer was given an extension, but failed to make payment according to the agreement; this makes him ineligible to receive any extensions for a period of twelve (12) months. He was also provided with a courtesy credit for one late fee in a twelve month period and a courtesy credit for an account delinquent fee, according to WUDs UPAP (Exhibit B).

      Because WUD strives to provide BEST SERVICE, the customer was provided the phone number to Palm Beach Countys Community Action Office.Community Action has funding that can assist Palm Beach Countys customers with utility assistance. This customer has been provided with all possible adjustments in accordance to Palm Beach County Water Utilities Uniform Policy and Procedures.  

      Customer Answer

      Date: 09/09/2023

       
      Complaint: 20511383

      I am rejecting this response because: I understand the policy, but that doesn't change the fact that the policy fundamentally flawed and needs revision. As a provider of public utilities you have a responsibility to the public. The current policy causes a customer to experience unnecessary stress as a means of punishment for falling behind. Your policy does not take into consideration the impact it has on disabled customers. 

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

      Business Response

      Date: 09/25/2023

      Palm Beach County Water Utilities strives to maintain uniform and nondiscriminatory regulations, policy standards. We offer payment plans,extension and courtesy adjustments in accordance to the policies; however,customer has not adhered to their payment plan commitment and provided the utility with 2 dishonored items.
      We understand the challenges some customers may face, but it is important to emphasize that, like all other customers, they are expected to fulfill their bill obligations. 

      Business Response

      Date: 09/25/2023

      Palm Beach County Water Utilities strives to maintain uniform and nondiscriminatory regulations, policy standards. We offer payment plans, extension and courtesy adjustments in accordance to the policies; however, customer has not adhered to their payment plan commitment and provided the utility with 2 dishonored items.
      We understand the challenges some customers may face, but it is important to emphasize that, like all other customers, they are expected to fulfill their bill obligations. 

    • Initial Complaint

      Date:06/18/2023

      Type:Billing Issues
      Status:
      Unanswered
      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.
      ACCOUNT ********** .. I have been having a terrible time with this water ******** I have owned my condo as a full time residence - 1 bedroom where just myself lives , for the past 12 years .. I never have encountered a leak or shut off of my water , until recently .. I suddenly received a large bill in May 2023 for the month of April , apprx. ****** .. stating I have used thousands of gallons of water .. I tried speaking with customer service , but got no where, they never suggested a payment plan etc,, I asked for the meter to be read and was charged ***** bucks for that, in the middle of an emergency while disputing my bill . , explaining to them there was a fire hydrant that was being replaced at the end of my community , I had low water pressure and full intense pressure at the shower, as soon as they finished the hydrant, the pressure resumed in my home..I've also had pipes burst outside my building from aging, since the building is 50 years couple yrs ago, In addition , I recently discovered a leak seeping out from the tank into the toilet , which I fixed , but it took me a while to discover it . Obviously the water **** can see my water usage going back from nov , dec 2022 and see my normal usage and realize that suddenly there was a problem .. After reading reviews on the bbb site about the *** credit for unintentional usage where customers had their bills cleared of hundreds of dollars , I too asked for that credit ... It was never offered, I had to research to find out for myself .. I had went to the Boynton Beach office to dispute this , I was then granted the credit , which included the deposit they charged me too of ****** .. However, they said I needed to pay 160..00 by May 8 .. which I couldn't do , I paid 60 .. I made other small payments by June 6th but not the total amount .. I also filed for help was still waiting on that ... THE WATER **** NEVER SENT ME A WARNING AND SHUT MY WATER JUNE 13 ! MY BILL IS ONCE AGAIN UP TO 300 ... UNACCEPTABLE ..

    • Initial Complaint

      Date:05/24/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
      Palm Beach utility department is charging me me for three consecutive days of water witch never actually Occurred had the water been running for that length of time I would have taken care of the problem immediately as I know the cost.I have no such problem on my premises .I cant get anywhere discussing the problem with them and Ive already sent in a complaint to the attorney general my next action will be to call the news outlets

      Business Response

      Date: 06/14/2023

        As a courtesy Palm Beach County Water Utilities Department (PBCWUD) notifies customers when continuous usage is detected. On May 5, 2023, customer was sent a continuous usage letter via **** and email, informing him of a possible leak.Our meter data management system detected continuous usage from 5/1/2023 to 5/3/2023 and the report provided to customer clearly depicts the increased usage.
      As a good faith measure, the **************** Manager will schedule a field visit with the customer and meter technician.  During the visit the customers meter will be tested for accuracy. Normally a $70.00 calibration fee is charged, this fee will be waived as a one-time courtesy. If PBCWUD finds any discrepancies with the test, the customer will receive a credit.

      Attached: Usage Report 

      Customer Answer

      Date: 06/15/2023

       
      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,

      ***************************

    Palm Beach County Water Utilities is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.