Complaints

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:03/11/2025

  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 January 27th, I was notified by a neighbor about a large amount of water on the front of my property closest to the road, and upon inspection, I discovered a busted pipe near the water meter. I immediately contacted Gwinnett Water's Emergency Line, and a technician arrived to assess the issue. He confirmed the leak was on my side of the meter, making it my responsibility to hire a plumber. I also inquired about how this would affect my water bill, and the technician mentioned that the company averages the last three bills.The next day, a plumber ***aired the line, which was caused by freezing temperatures. After receiving the plumber's service ticket, I went to Gwinnett Water with my $1,126.51 bill. The customer service ***resentative initially told me they calculate the average of the last two bills, but after reviewing my bill, he spoke with a manager and informed me I would be charged 50% of the bill due to not having sewer service with the city.I expressed my concern about paying $563 given my previous highest bill was $115. The manager reviewed the bill and applied some discounts, placing me on a Tier 3 rate. Ultimately, my balance was reduced to $240.10, and I was given a 9-month payment plan. While I appreciate the assistance from the customer service *** and the flexibility of a payment plan, I believe Gwinnett Water could benefit from more transparency regarding how Leak Adjustments are calculated. Clearer communication about the criteria and process would help set expectations and prevent customers from being surprised by unexpected charges. While I understand the need for cost management, the discount application and billing explanations need to be more consistent. Given my billing history, theres no reason my bill should have reached $240. Why wasnt I given the average of my last two bills as initially explained? This feels like a questionable business practice. Thank you for your attention to this matter.

  Business Response

  Date: 03/13/2025

  I reached out to Ms. ******** to provide clarification regarding our bill adjustment policy. This issue stemmed from a clear miscommunication, and after discussing the terms used in prior conversations between Ms. ******** and our department, she now understands the situation and feels more at ease.
  
  The primary source of confusion was a statement made during previous interactions: "If you were on sewer, you would also receive a credit for that." This led Ms. ******** to believe that she was not being provided the same credit as customers receiving sewer services from *****************************************.
  
  I explained that while the statement is accurate, it is important to note that if she were on sewer, she would also incur charges for that service. Furthermore, the sewer rate is considerably higher than the water rate, meaning her bill would be more than double its current amount.
  
  After our discussion, Ms. ******** expressed a better understanding of the policy, and we were able to resolve the confusion.

  Customer Answer

  Date: 03/14/2025

   
  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,
  
  Donnief ********

• Initial Complaint

  Date:10/12/2024

  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 moved the 5th month the 22nd day and this company's been trying to charge me overcharged me for water I don't even be home and they overcharging me the man's house wasn't right the code enforcement been there eight times she didn't talk the other account that I had from 5588 States Court Norcross Georgia and put the amount on my new account which is illegal because when I moved she gave me new a new account number for my new address so how do I owe and I told them I don't owe that **** that's not my bill my bill is only $40 here at my new house $30 maybe so how is that bill $192 and all them high bills that they were giving me didn't make no sense I don't believe that's not my bill cuz I never really was there cuz the water and stuff didn't work at the house so how's my bill that high

  Business Response

  Date: 10/17/2024

  I tried calling Ms. ******* to discuss, but the number provided is not a working number.  I responded by email and the email is attached.
  The transferred charges are from bills for water used from 3/22/24 to 5/22/24. The charges consisted of 2 bills,
   $80.37 was due 5/20/24 for water used 3/22/24-4/19/24 and
   $139.44 due 6/20/24 for water used 4/20/24-5/22/24. 
  The combined total is $219.81 but was reduced to $192.65 due to courtesy late fee credits of ($27.16). The bills are attached for review.
  The bills at her new residence are less because the property is serviced by a septic tank and is not being billed for county sewer.  However, the water consumption is comparable at both properties except for her final bill, it was higher than normal.
   As a courtesy, I provided Ms. ******* with a leak adjustment and credited any late fees received. 
  Her new balance is $125.06, and I am happy to work with ********** to make payment arrangements, but we are unable to reduce her bill any further.
  Thank you,
  
  

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22415786
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 10/21/2024

  The charges on your account is from ********************** used during your stay at the property.  I reduced your bill as much as possible,although our policy is clear that we only provide leak adjustments with proof that a repair was made.  I made the bill adjustments as a courtesy because we do value you as a resident although we have not received proof of repair.  Our repair policy is attached for your review.
  The remaining $94.33 will stay on your new account as this was ********************** used from March 22 to May 22,2024.  Your new balance is $125.06, which includes the current bill of $30.73. 
  I am happy to break up the remaining $94.33 into an installment plan to allow you extra time to pay it.  I can break it up into 3 equal increments,that will be due with your monthly bill.
  As for the price difference in your bill, it was higher at your past address because you were also billed for county sewer.  At your new residence,that property is on a septic tank and does not pay for county sewer.
  Please let me know if you have any other questions or concerns and please advise if you would like me to activate the installment plan.  

  Thank you

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22415786
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:07/16/2024

  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.

  Dear Better Business Bureau,I am writing to formally lodge a complaint against the water department regarding an issue with an excessively high water bill and unfair charges.On May 10, 2024, we received a water bill from the water department totaling $2536.86. Typically, our water bill averages around $75 per billing cycle. Concerned by this significant discrepancy, we immediately contacted the water department to dispute the charges.Despite our efforts to resolve the matter promptly, the water department continued to add late charges, escalating the amount owed to $3047.24. After negotiations, they agreed to settle the bill for $447 for a six-month period. While this amount is lower, we maintain it is unreasonably high based on our historical usage patterns.This new residence was purchased just three months ago and leased to *******************. To rule out issues, we had our meters inspected by a licensed plumber and the construction builder, who confirmed no leaks or abnormalities that could justify such a drastic increase in water consumption.Despite presenting this evidence, the water department has been reluctant to admit fault or provide a substantive explanation for the discrepancy, nor have they adjusted the bill to reflect our actual water usage.The charges imposed do not align with our actual consumption, unfairly penalizing us for circumstances beyond our control.We kindly request your intervention to promptly and fairly resolve this matter. Our goal is to reach a resolution with the water department that accurately reflects our water usage and eliminates unjust charges.Sincerely,******************* and ******************* Enclosures:Copies of relevant water bills

  Business Response

  Date: 07/19/2024

  We reached out to *******************, the owner of the property at 1926 ********** as well as the tenant of the property.  We went to the property on 7/18 and performed an inspection of the exterior of the home and tested the meter which resulted in a 100% accuracy result.  No signs of extreme water loss were found on the exterior of the property, however, the water loss occurred during the time frame of 2/13 to 4/11.
   We sent a representative to the property at the first notification of the extreme water loss on 3/17 and at that time the water was still flowing excessively, and the representative made contact with the tenant and informed him of the situation.  When we returned for the next routine meter reading on 4/11, the excessive water loss stopped.  ************** informed us that he had a plumber and the home builder inspect the property who advised no leaks were found. 
  Breaks or leaks that happen on private property are the responsibility of the homeowner.  All pipes, appliances and connections were installed by the builder and Gwinnett County Waters responsibility ends at the water meter, which we have determined tested at 100%.  
  As a courtesy only, we provided an additional adjustment to the tenants water bill which reduced his portion of the bill back to his normal amount.  Because the cause of the extreme water loss has not been identified and no repairs were made, there is a high probability it can reoccur, and Gwinnett County Water will be unable to make additional adjustments to the bill for a future occurrence.
  
  

• Initial Complaint

  Date:07/16/2024

  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 moved out on the 5th 22nd 2024 and I told them that I was not staying there no more cuz the toilet did not work and I asked him to shut the water off the landlord keep harassing me talking about they shut off the wrong water and I told them to shut my water off I haven't lived there since the 5th 22nd because the toilet was not working so I don't know why my bill is so high then they sent the landlord somebody else's account number and he got my account number mixed up with theirs which they shouldn't have gave out nobody's account number

  Business Response

  Date: 07/25/2024

  After reviewing phones calls it was determined that ************************* requested to start service at Estates Ct effective 5/22 but did not request to stop service at Town Pl.  I feel that our representative should have asked for clarity.  There for I reversed all charges for water used after 5/22.  In addition, we removed a few late fees as a courtesy due to the inconvenience this has caused.
  As for her water bill being high, We replaced her water meter per her request in November of ************************************* February of 2024 because she felt it was installed wrong.  It was determined that both meters were calculating the water correctly.  Gwinnett county water is not responsible for high bills or leaks on a customers property, this is the property owners responsibility, and this is between the tenant and the property owner.  We do provide courtesy bill adjustments once repairs are made with proof of repair, but we never received information that any repairs were made. I advised ****************** to forward any repair receipts if any repairs were made.
  After reviewing all calls and emails, it has been determined that no privacy issues occurred.  We did not provide the customers account number to the property owner.  The number that was provided to us by ****************** on July 2nd was not a valid number.  
  All calls that come into the call center are recorded for accuracy and training purposes.  Per Gwinnett County Water policy, we do not discuss accounts with anyone who is not listed as an authorized user.  
  
  

• Initial Complaint

  Date:07/11/2024

  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.

  Ive had multiple issues with this company during my time of my stay at this location. I feel that the workers and facility Lack empathy To our situation ************ continue to harass our location because of where we live I feel they do not put for the maximum effort to as if I lived 5 miles from here they discriminate on the terms of me staying in housing facility. *** tried to resolve the issue with the property and yet no one has contacted me check out to see if theres a problem with why they charge me obscene charges an additional fee to to turn the water back on. *** made this payment to them at yesterday morning an hour after they left around 9 AM and they still have not came to turn it on and they turned the water off at possibly 8 AM the day before . Todays date is July 11 12 noon and they still have not came and turned on the water. They choose to be harsh to certain customers and which *** paid an additional fee for them to come back out and turn on I would like something to be done about the way they handled their business.

  Business Response

  Date: 07/16/2024

  We have made several attempts to reach ****** by phone and email with no response.  I hoped to get a better understanding of the harassment complaint and excessive fees mentioned.  
  We bill customers for the ********************** used.  Any leaks are the responsibility of the property owner. We have the same policies for all customers, regardless of where they live. 
  We make numerous attempts to avoid a disconnection. The first notice of disconnection was displayed on the bill dated 6/19.  A second disconnection notice was sent on 6/26 and then a payment reminder was emailed on 7/02.  
  Once a customer is disconnected, we charge a $25 fee, and reconnections are for the next business day.  This resident was disconnected on 7/10 and the water was reconnected on 7/11.  
  All phone calls are recorded for training purposes, and we have reviewed the 2 calls that ****** made on 7/11 when looking for a reconnection time.  Both calls were handled satisfactorily.
  
  

• Initial Complaint

  Date:05/13/2024

  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.

  MODIFICATION OF CURRENT PAYMENT METHOD: I received a notice from Gwinnett County Water, dated May 6, 2024, indicating my current payment method has been changed to "cash only". I called and spoke with a representative on May 13, 2024 and explained our home computer system/network was hacked at the end of April. The hackers gained access to several credit cards and online accounts. I was advised by my back to canceled the effected credit cards and change passwords. One of the cards effected was used to pay Gwinnett County Water. I also explained this to the Gwinnett County rep but she did not seem to care either way. I also asked he why they (Gwinnett County Water) did not issue a late charge, disconnection fee, or some other charge rather than changing the payment status. There was no issue of insufficient funds or returned check because we don't write checks. I would like for Gwinnett County to restore my payment method. Finally, I was not made aware of any payment status change due to credit card theft or system hack. Please Help. Thanks

  Business Response

  Date: 05/16/2024

  
  Our Advocate reached out to ************** on 5/14,5/15 and today,6/16, but each call went to voicemail. We requested to return the call but to no avail. Mr. ****** account was placed on cash-only status due to three return payments within 12 months: 8/30/2023,  $192.20 auto payment ran and returned on 8/31/2023, and auto pay re-ran on 08/31/2024, which was successful. On 11/30/2023, the $173.40 auto payment ran and returned on 12/01/2024. An online card payment was made on 12/11/2024. A Customer Request for a New Auto Draft was received. On 4/29/2024, a $110.36 auto payment ran and returned on 4/30/2024.  Online card payment was made on 5/1/2024.  On 5/6/2024, our *************** staff ******, sent out a cash-only status letter. An email was sent out to *************************** for confirmation. On 5/13/2024- **************** spoke with a ************* Representative, ****, and requested to be removed from cash only due to being hacked on Amazon.com.  He also stated that he had his wallet stolen at one point.  ******************** BBB complaint, our agent did not treat the call without care. Upon research, we confirmed that our agent did not discuss/answer his questions regarding his returns (only that an account is put on cash only after three or more returns), nor did she explain what was returned and when.  He asked where he could request to be removed from cash-only status, and she provided our ********************************************************  email address to him. We will coach our agent in this regard.
  On 5/13/2024, our *********** Lead, *******, removed the cash-only status from the account. She emailed the customer to let him know we did this as a courtesy. Please let us know if were able to address Mr. ****** inquiry/complaint.

• Initial Complaint

  Date:10/30/2023

  Type:Order 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 just paid this company like $400 $500 I just moved into this place and they keep threatening to shut my water off every month I just gave them $150 they told me I could pay them 80 more dollars and now they're threatening to shut me off by November 2nd

  Business Response

  Date: 11/02/2023

  ****************** started service effective 6/06/2023. However, she advised me that she didnt move in until July. This would explain the no consumption and low first bill. Her bill amounts were $8.88, $148.65, $247.66, $148.90 & $124.48. The largest bill that she received was $247.66. She stated her landlord sent a plumber because her hot water was running, which could be the reason for the high bill. I have advised ****************** that I would be happy to provide a billing adjustment if she can confirm a repair was made. 
  She feels our monthly bills are threatening because we have the disconnection date in bold red letters. I explained that this was meant for customers to be more aware of their disconnection date. We have provided ************************* with late fee adjustments and payment arrangements in the past, and we are always happy to make arrangements with all of our customers.
  She requested we update her meter because it was old & dirty, and I have put in a work order to have the meter changed out tomorrow, 11/03/2023.
  I have provided ****************** with my direct information and hope that she can provide me with a repair receipt or statement so that I can reduce the one high bill that she incurred.

  Customer Answer

  Date: 11/03/2023

   
  Complaint: 20800883
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/13/2023

  On 11/2, I spoke with *************************. She stated she felt her bills could not be correct and explained that everything in the home is old & outdated, including the meter. As a result of her complaint, I replaced the meter, although it was unnecessary.
  Gwinnett County Water bills for the water that goes through the meter. We have a verified read, and this confirms the bills are correct. 
  In the original conversation, ****************** stated that she had a Roto-Rooter work at her house. I tried to call ****************** again to follow up, but I could not leave her a voicemail on her phone. I have sent her 2 emails as well, asking for a plumber's receipt or a statement of what was done, but I am still waiting for a response. 
  She requested we replace her meter, and we did that on 11/6. We can apply a billing adjustment if she provides a statement of the work done or the plumber's repair receipt. As of today, 11/8, I am still awaiting a response with the requested document.

• Initial Complaint

  Date:09/21/2023

  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.

  Ever Since I have moved to this address I have had nothing but issues with Gwinnett Water company . I have gone in so far as replacing the entire toilets in my house with water efficient toilets . Piping changed plumbing inspected but still my bill is high . In July 2023 I was out of town for 2 weeks my bill was still the same as a monthly bill . I called them they gave me the same old excuse.Last week they had a water issue in my area we had low pressure when it returned now my non working sprinlker system is leaking and my bill $319 a month account number ********

  Business Response

  Date: 09/27/2023

  I spoke with Mr. ********** and he confirmed that he had a leak in his irrigation line.  Leaks on the customers property are the homeowners responsibility to repair.  He made the repair 2 weeks ago and I have agreed to provide him with a billing adjustment once he sends in proof of the repair.  
  Mr. ********* was satisfied with the resolution I have provided.  
  
  

• Initial Complaint

  Date:01/10/2023

  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.

  Approximately 3.5 weeks ago I notified the water department about a leak in street. On a very rainy day I believe a subcontractor came to repair it. They drove the backhoe in my yard causing ruts and after digging up ****************, they basically left a big pile of mud. I questioned them at the time about all the damage to my yard. He said not to worry. It was raining heavy during the repair so you know they left ruts and a big mess. Anyone on this street will tell you what **************** I keep in season. I layed this grass many years ago and it gets treated monthly. We have been out of town on a family emergency, but I was confident it wouldn't look like this when we returned. I believe you will agree the subcontractors finish work is unexceptable.

  Business Response

  Date: 01/17/2023

  The work mentioned in the complaint was completed by a subcontractor.  We were unaware of the damage caused to the customer's property and once notified we reached out to the contractor for resolution.  The subcontractors are responsible for any damage they cause to a customers property. 
  

  We were advised by the subcontractor that the reason the job wasnt completed was due to a delay in receiving sod, holiday schedules, and the weather.  We have been assured that the landscaping crew is working to get back on schedule and that ************** property is a top priority.

  I have been in contact with ************** and will continue to follow up with him to make certain the work gets completed and meets his satisfaction.

   

  *************************** | ************* Advocate
  ********************** of *************************************** | ***************************************** Government
  ************| ***************************************************************** 30045 
  www.gwinnettcounty.com | ****************************************************************************
  Learn more about Gwinnett County Water Resources at www.gwinnettH2O.com 
  

  
  

  Customer Answer

  Date: 01/17/2023

   
  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,
  
  *************************

• Initial Complaint

  Date:09/21/2022

  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 or about 8/29/2022 I moved into 3017 Park Lane Snellville, Ga 30078 and requested water service. I was sent a message from one of your employees (see attached) denying service. This denial was based on a previous tenant’s obligation. I, Matthew Quintero have NEVER had water service. Water is defined as an ESSENTIAL CONSUMER GOOD. Essential- Adjective 1. absolutely necessary; extremely important. So as a consumer, I have been denied and essential consumer good for 22 days and counting. This is unacceptable and is also against the law. Georgia Code Title 36. Local Government § 36-60-17 (a) No public or private water supplier shall refuse to supply water to any single or multifamily residential property for which water has been furnished through the use of a separate water meter for each residential unit on application of the owner or new tenant of such property because of the indebtedness of a prior owner, prior occupant, or prior lessee to the water supplier for water previously furnished to such property. (b) For each new or current account to supply water, the public and private water suppliers shall maintain a record of identifying information on the applicant for the water service and shall seek reimbursement of unpaid charges for water service furnished initially from the person who incurred the charges. Please look through all of the records you have for the address 3017 Park Lane Snellville, Ga 30078 and show me where MATTHEW JOSEPH QUINTERO has contracted with GWINNETT COUNTY WATER for services. Your failure to produce such evidence is irrefutable proof MATTHEW JOSEPH QUINTERO is being denied an essential consumer good, which is against the law. SEE (Georgia Code Title 36. Local Government § 36-60-17)

  Business Response

  Date: 09/28/2022

  We are aware of the request for service at the listed property. In accordance with our policy, a valid lease and identification for the residents listed on the lease are required to set up water service.  We have requested this documentation but have not received any of the requested documents to date.