ComplaintsforCity of Augusta Utilities Department
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Complaint Details
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Initial Complaint
12/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My water has been turned off. So I went yesterday and paid it at 2:23pm. I was told my services would get turned back on yesterday but that didn't happen. Now it's ******** and my service still isn't turned on. I called the company to see why my services still hasn't been turned on yet. I was informed by the Augusta Utility that the supervisor (Amy) didn't fully complete my paper work to get my services turned on. Witch isn't acceptable when I have 2 sick kids. Water is needed. Augusta utilities said that my services would be turned back on today. But that doesn't changed the fact that I would have been had them on since yesterday. I'm very upset and need Supervisor Amy to do her job to full completion. By 5 o'clock today if my services is still interrupted. I will go to the news and take further action. This is unacceptable.
Business response
12/14/2022
******* **** *** ****** ****** ****** ******* ****** **********
Contact Email: *********************
The customer is completely correct. Our representative did not follow through as she was supposed to so the customer was without water an extra day. The representative called the customer to apologize, and I am giving her an additional courtesy credit of $25 on her account for her trouble.Initial Complaint
12/12/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
December *** 2022 I have been with Augusta Utilites over twelve years, and I have Only paid a Stormwater Fee of $6.40. Now they have added a Sewer Fee of $31.96. That is almost as much as my water bill of $36.59. How is a person supposed to survive that live on a fixed income whenever time you look around Augusta Utilites is adding fees to your water bill. This is not right.Business response
12/14/2022
******* **** *** ****** ****** ****** ******* ****** ********** ******* ****** *********************
I reviewed the account and found out that the reason her sewer bill went up is because the water usage also went up which causes the sewer to go up as well, as it is based on the lesser of actual usage and a winter average every year. However, when I looked at the account, I noticed an issue with the meter that was causing her usage to be swapped with a neighbor. We are calculating an adjustment to her account, and will be giving her a credit. I called the customer and let her know.Customer response
12/19/2022
Complaint: ********
I am rejecting this response because:I did talk with a Mr. L***** from Augusta Utilities on December **, 2022. He stated that I was being overcharge and it has been going on for awhile. I am not going to close my case today either. I was told that I should be getting a refund and not to pay my January bill. I want to see this happen before I close my case. I been told this before and it never happen. So I am not satisfied until I receive my refund from Augusta Utilities.****** ********* **** **** ****** ****** ******** ******* ***** ************ ********************** ********** ****** ****Customer response
12/27/2022
Complaint: ********
I am rejecting this response because: I spoke with Mrs. Steve L***** on December *** 2022 who stated that my refund was going to be $1782.00 because Augusta Utilities has been overcharging me for water since 2010. I thought that amount was not enough since I have been overcharge for water for twelves years. Now, they telling my refund is almost half that. I want something in writing how they came to this amount and not the higher amount. I feel like I still be cheated by Augusta Utilities.
Sincerely,
****** ****Business response
12/28/2022
Ms. ****;
Attached is a copy of the processed information for your check. The amount of your refund is $1,782.35. If I can be of further assistance, please give me a call
*************
Thank you,
Joan ** ****
Manager Customer Service Division
Customer response
12/29/2022
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,
****** ****
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Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.